Frequently Asked Questions

What is the process for the Visa on Arrival (VoA)?

Our concierge will escort you to the dedicated VoA payment counter and then to the priority immigration line. We ensure all your documents are in order for a swift transaction. The VoA fee is set by the Indonesian government and is not included in our service fee. We simply facilitate the process, allowing you to bypass the extensive general queues which can often take over an hour during peak times.

What happens if my flight is delayed or arrives early?

We monitor all incoming flights in real-time. Our team will adjust your meeting time automatically based on the flight’s actual arrival. Whether your flight is early or delayed by several hours, your personal concierge will be waiting for you at the aerobridge as soon as you disembark. No action is required from your side; we manage the logistics for you, ensuring a seamless welcome regardless of your arrival time.

How will I identify my concierge upon arrival?

Your dedicated concierge will be waiting in a prominent position at the end of the aerobridge, immediately as you step into the terminal building. They will be holding a professional sign displaying your name or a pre-agreed alias for discretion. You will have a photograph and contact number for your assigned concierge sent to you prior to your travel for complete peace of mind.

Is there a limit to the amount of luggage you can assist with?

Our Gold Service includes assistance with standard luggage allowances (typically 2-3 bags per person). For our Platinum Service, a dedicated porter is included to handle any amount of luggage. Should you be travelling with exceptional or oversized items, such as sporting equipment, please inform us during the booking process so we can make the appropriate arrangements to ensure a smooth collection and transfer.

Can you arrange transportation to my hotel or villa?

Yes. While our Gold Service focuses on the airport process itself, our Platinum Service includes the arrangement of a premium, chauffeured vehicle tailored to your party’s size and comfort requirements. We partner with a vetted network of professional drivers and luxury vehicle providers. Please note the cost of the vehicle itself is separate from our service fee, and we can provide a quote upon request.

How far in advance do I need to book your service?

We recommend booking at least 48 hours in advance to guarantee availability, especially during peak travel seasons in Bali. However, we understand that travel plans can be fluid. We will always do our best to accommodate last-minute requests. For bookings made within 24 hours of arrival or departure, we advise contacting us directly via WhatsApp for the fastest confirmation.

Is your service suitable for families with young children?

Our service is highly recommended for families. Navigating a busy airport with children and luggage can be challenging. We expedite the entire process, minimising waiting times and stress. This allows your family to begin your holiday in a relaxed state. We can also assist with strollers and ensure a smooth transition to a family-friendly vehicle, making the arrival experience comfortable for all ages.

What payment methods do you accept?

We accept all major international credit cards, including Visa, MasterCard, and American Express, through our secure online payment gateway. For corporate clients or travel agents, we can also facilitate payment via bank transfer. All bookings must be paid in full prior to the service date to confirm your arrangements. Our pricing is transparent, with no hidden charges.

What is your cancellation policy?

We offer a full refund for cancellations made more than 48 hours before the scheduled service time. For cancellations made between 24 and 48 hours, a 50% cancellation fee applies. Cancellations made with less than 24 hours’ notice are non-refundable. We understand that unforeseen circumstances can arise and will always handle such situations with fairness and discretion.

Do you offer services at other Indonesian airports?

Our primary expertise and dedicated on-the-ground team are based at Bali’s Ngurah Rai International Airport (DPS). However, through our trusted holding network, we can facilitate similar VIP services at other major Indonesian airports, including Jakarta (CGK) and Surabaya (SUB). Please contact our corporate services team to discuss multi-city arrangements for a consistently premium travel experience across the archipelago.