Frequently Asked Questions
Booking Questions
1. Can I buy FastTrack products even if I am travelling in Economy Class?
2. What maximum numbers of customers can be accepted per booking?
3. Are there any booking time limits for FastTrack products?
4. How long is turn-around time to confirm our booking?
5. Are you able to supply FastTrack services including limousine to places outside Bangkok?
6. Can special requests be made?
7. Can I buy only limousine and/or Business Lounge services through FastTrack?
8. If flight information is entered wrongly into the booking mask, will the details be auto-corrected and/or rejected?
9. Can you help non-English speaking customers, e.g. Japanese?
10. Can bookings be made by other means than via the FastTrack website?
11. When is the first day the FastTrack products are available?
12. Does FastTrack have local representatives outside Thailand?
13. Can reservations be changed once they have been confirmed?
14. Is it possible to retrieve an existing reservation?
15. Can I upgrade/downgrade my reservation to a different package?
16. What do I do if my pick up/drop off points change?
17. Are FastTrack services covered by insurances?
Payment Questions
18. Can credit card payment be made via internet booking?
19. Is the FastTrack website secure for credit card payment?
20. Why is it not possible to use other credit card for payment?
21. How are the Thai Baht amounts converted to local currency?
22. Are local taxes and VAT included in the FastTrack prices?
23. Am I guaranteed to get a promotional discount if I enter the correct promotional code?
24. Are tips included in the price?
Airport Procedure Questions
25. How can I identify FastTrack's representative upon arrival to Bangkok?
26. Do I have to show a voucher or ID to the FastTrack representative on arrival?
27. What do I do if I cannot locate the FastTrack representative upon arrival?
28. What do I do if my flight is delayed?
29. Does FastTrack Services include the use of electric VIP cars?
30. Can I use FastTrack services if I need a visa to enter Thailand on arrival?
31. Can I use Thai Immigration’s VIP Channel when buying a FastTrack product?
32. Will the FastTrack Representative facilitate the stamping of my passport?
33. Will the FastTrack Porter will bring a trolley as well as collect my bags?
34. How can I identify FastTrack's representative when departing Bangkok?
Limousines Transfer Questions
35. How many pieces of luggage can I bring?
36. Are there special conditions applying to children?
37. Are Expressway and toll-way fees included in the package?
Lounge Questions
38. What is the pick-up time from the city if I order a limousine from the city to the airport?
39. Can I bring additional friends to the lounge?
40. Whose lounge Fast Track using?
Complaints
41. How can I complain about FastTrack services?
1. Can I buy FastTrack products even if I am travelling in Economy Class?
FastTrack services are available to all customers travelling on all airlines irrespective of class of travel.
2. What maximum numbers of customers can be accepted per booking?
The maximum number of customers per booking is two adults and two children, This is equivalent to the maximum number of passengers that can fit in one car. Requests for higher number of customers can be channelled by e-mail to booking@fasttrack.in.th
3. Are there any booking time limits for FastTrack products?
The booking time limit is 24 hours before arrival of the customer
4. How long is turn-around time to confirm our booking?
Bookings are confirmed as soon as the payment has been accepted. A confirmation e-mail is sent to the e-mail address inserted in the Booking Mask.
5. Are you able to supply FastTrack services including limousine to places outside Bangkok?
The FastTrack limousine services cover transfers within metropolitan Bangkok. Requests for transfers to places outside Bangkok, e.g. Hua Hin and Pattaya, can be channelled by e-mail to booking@fasttrack.in.th
6. Can special requests be made?
Special requests can be made by e-mail to booking@fasttrack.in.th
7. Can I buy only limousine and/or Business Lounge services through FastTrack?
All FastTrack packages include meet and assist services on arrival and/or departure. It is not possible to purchase access to Business Lounge or limousine without buying meet and assist services
8. If flight information is entered wrongly into the booking mask, will the details be auto-corrected and/or rejected?
The booking mask relies on flight details inserted by the user and does not check for mistakes. In case of mistakes please e-mail booking@fasttrack.in.th and refer to reference number.
9. Can you help non-English speaking customers, e.g. Japanese?
We are not able to guarantee staff speaking languages other than English. However, guiding passengers through the formalities require limited language skills as long as all documentation (passport, visa, immigration cards) are in order.
10. Can bookings be made by other means than via the FastTrack website?
All bookings must pass FastTrack’s website in order for us to collect all needed information in one place and also assure that FastTrack’s subcontractors are notified. However, Travel Agents are welcome to include FastTrack’s products in their portfolio. See further information under Agents
11. When is the first day the FastTrack products are available?
FastTrack products will be available from 1 May 2008
12. Does FastTrack have local representatives outside Thailand?
FastTrack is working on appointing General Sales Agents abroad, but for the time being, Thailand is the only country with a FastTrack service centre
13. Can reservations be changed once they have been confirmed?
It is possible to change and/or cancel reservations as follows:
- Via our website www.fasttrack.in.th
-
By e-mail to booking@fasttrack.in.th with a reconfirmation received back from us
Bookings can be retrieved from our website by giving the reference code and the contact e-mail address used to confirm the booking. We need both parameters in order to protect your privacy.
You can change your flight details. Deadline for reservations changes or cancellations is 24 hours before arrival of the flight stated on your voucher. By accepting these conditions, you agree to allow us to debit you a 25% service fee or minimum Thai Baht 500, whichever is higher, for changes later than 24 hours before arrival of the flight stated on your voucher.
Cancellations of service must be received and verified by us minimum 24 hours before arrival of the flight stated on your voucher. Cancellations are subject to a 25% cancellation fee or minimum Thai Baht 500, whichever is higher.
14. Is it possible to retrieve an existing reservation?
Bookings can be retrieved from our website by giving the reference code and the contact e-mail address used to confirm the booking. We need both parameters in order to protect your privacy.
15. Can I upgrade/downgrade my reservation to a different package?
At this point in time, we are not able to provide web functionality allowing upgrades and downgrades. If a different package is needed, please e-mail booking@fasttrack.in.th and refer to your reference number and state your desired product
16. What do I do if my pick up/drop off points change?
If your pick up/drop off details change, you must amend your booking immediately. This can be done via our website www.fasttrack.in.th, by e-mail to booking@fasttrack.in.th with a reconfirmation received back from us, or by telephone +66 (0) 2 253 7010-4
17. Are FastTrack services covered by insurances?
Business Alliances Solutions and its subcontractors for the FastTrack product are not responsible for accidents and injuries occurring at the airport. FastTrack’s limousine subcontractor is insured in line with standard insurance covering limousine vehicles in Thailand. Certain limitations apply. See legal statement. We do recommend that you have a valid personal accident and/or travel insurance policy when travelling. Please refer to booking@fasttrack.in.th if further information is required.
18. Can credit card payment be made via internet booking?
Yes, Visa and Mastercard are accepted as payment for FastTrack services
19. Is the FastTrack website secure for credit card payment?
Every effort has been made to make the FastTrack website as secure as possible for facilitating credit card payments. Payment is protected by 3D Secure (Verified by VISA and MasterCard SecureCode) as well as a state of the art fraud prevention system.
20. Why is it not possible to use other credit card for payment?
At this point in time, we are unable to accept cards other than VISA and MasterCard, as our web payment channel is unable to handle such cards.
21. How are the Thai Baht amounts converted to local currency?
All amounts are charged in Thai Baht on your credit card statement and converted to your local currency by the card issuing bank.
22. Are local taxes and VAT included in the FastTrack prices?
Since services are performed in Thailand, only Thai VAT needs to be considered. 7% Thai VAT has been included in the prices.
23. Am I guaranteed to get a promotional discount if I enter the correct promotional code?
Yes, as long as the promotional code is entered correctly, the discount is automatically deducted
24. Are tips included in the price?
Tips are not included in the prices. These are subject to your own discretion.
25. How can I identify FastTrack's representative upon arrival to Bangkok?
The FastTrack representative will wait for you immediately outside the gate area when the aircraft is parked. The FastTrack representative will carry signs identifying your name
26. Do I have to show a voucher or ID to the FastTrack representative on arrival?
You should bring along a printed copy of your electronic voucher in case you encounter problems of any kind.
27. What do I do if I cannot locate the FastTrack representative upon arrival?
If you are unable to locate the FastTrack representative at the gate for any reason, it is your responsibility to call the number shown on your voucher before making alternative arrangements.
28. What do I do if my flight is delayed?
If the flight stated on your voucher is delayed, we will check the flight information in advance and adjust your pick up time accordingly. In case you have connected from another flight and have been delayed from your point of origin, we are not able to verify your new arrival. Also, due to airline regulations we are unable to verify that you are physically on board the flight.
29. Does FastTrack Services include the use of electric VIP cars?
FastTrack Services does not include the use of electric cars at the airport. These are exclusively for use by certain airlines’ VIP customers
30. Can I use FastTrack services if I need a visa to enter Thailand on arrival?
You must be in possession of valid travel documents including a visa to enter Thailand if such is needed. It is not possible to facilitate customers needing visas on arrival to Thailand.
31. Can I use Thai Immigration’s VIP Channel when buying a FastTrack product?
Services rendered are subject to Thai Immigrations and Customs regulations, and our staff are instructed to comply with such regulations. However, staff will do all possible get you through formalities as fast as possible within the regulatory framework
32. Will the FastTrack Representative facilitate the stamping of my passport?
In line with Thai Immigration regulations, each visitor to Thailand needs to hand over the passport him/herself as the immigration officer will need to take your picture on arrival
33. Will the FastTrack Porter will bring a trolley as well as collect my bags?
Our staff will assist you with carrying luggage. One piece of medium sized luggage is allowed per person. Additional hand luggage following airline regulations is also allowed.
34. How can I identify FastTrack's representative when departing Bangkok?
In case you book a departure package, the limousine driver will co-ordinate with the FastTrack representative at the airport. In case you do not order limousine, the FastTrack representative will meet you at the check in counter.
35. How many pieces of luggage can I bring?
One piece of medium sized luggage is allowed per person. Additional hand luggage should be small enough to be carried on your lap during the limousine transfer. Any cost incurred in transferring extra luggage is not included in the price.
36. Are there special conditions applying to children?
If travelling with small children and infants KS&S is unable to supply special infant seats for use in the vehicle. Travelling with children and infants without special seats in our limousines are at your own risk.
37. Are Expressway and toll-way fees included in the package?
Expressway and toll-way fees are included in the price of your transfer(s). Our subcontracted drivers are instructed to use expressways, if available, at all times in order to get you as fast as possible to/from your city destination.
38. What is the pick-up time from the city if I order a limousine from the city to the airport?
The pickup time is three hours ahead of your scheduled departure. If you know in advance that your flight is delayed, please contact FastTrack by e-mail booking@fasttrack.in.th or by telephone +66 (0) 2 253 7010-4
39. Can I bring additional friends to the lounge?
Only the number of passengers stated on your voucher will have access to the lounge. Additional passengers are subject to additional charges as advised by our lounge staff.
40. Whose lounge Fast Track using?
FastTrack currently uses Louis Tavern lounges at Suvarnabhumi Airport. There are three Business Lounges at Suvarnabhumi Airport, one each in concourses D, E and G.
41. How can I complain about FastTrack services?
Complaints should be addressed to:
KS & S TRAVEL SERVICE CO., LTD.
ON TIME (THAILAND) CO.,LTD.
888/63 Ploenchit Road, Pathumwan,
Lumpini, Bangkok 10330
Thailand
e-mail: booking@fasttrack.in.th
Fax:+66 (0) 2650 9134
Please note that K S & S Travel Service Co., Ltd. (KS&S) does not automatically admit to liability or other claims by accepting potential complaints.
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