Last Updated: January 2025

Applicable Airport: Ben Gurion International Airport (TLV)

At Platinum Aviation / Platinum Airport VIP Ltd, we understand that travel plans can change. However, VIP airport services at Ben Gurion Airport require advance coordination, operational approvals, and security clearances. Once a booking is confirmed, preparations begin immediately. The following policies apply:

Airport Services Cancellation Policy (Ben Gurion Airport)

Cancellation More Than 48 Hours Before Service

Cancellations made more than 48 hours prior to the scheduled service are eligible for a refund after deducting 25% of the base service amount.

Cancellation Within 48 Hours

Cancellations made within 48 hours of the scheduled service are non-refundable. The full service amount will be charged.

Flight Change & Service Availability (Meet & Greet & Tarmac Services)

If a passenger changes their flight number or timing:

• All changes are subject to availability and cannot be guaranteed.

Meet & Greet Services

• If the updated flight time is within 24 hours of the scheduled service, the booking will be considered cancelled and non-refundable.

• If the updated flight time is more than 24 hours before the service, we will attempt to accommodate the change.

  • If accommodation is not possible, the booking will be treated as a cancellation with a 25% cancellation fee.

Tarmac Services

• If the updated flight time is within 48 hours, the booking will be cancelled and non-refundable.

• If the updated flight time is more than 48 hours before the service and cannot be accommodated, a 25% cancellation fee will apply.

Flight Delays or Cancellations

If a passenger’s flight is delayed or canceled and the service cannot be used, this will be treated as a No-Show.
The service will be charged in full and is non-refundable.

Passport Control / Border Control Issues

If a passenger:

• Is denied entry by immigration authorities, or

• Is stopped due to prohibited items,

The service will be immediately terminated, charged in full, and non-refundable.

Meeting Point Policy (Ben Gurion Airport)

Meeting locations are subject to airport regulations, airline procedures, and real-time operational approvals, which may change without notice.

• Our representative will meet the passenger at the earliest permitted location before passport control, as allowed by airport authorities.

• Escort service will proceed in full compliance with airport rules.

Refund Calculation Notice

Refunds are calculated only on the base service amount actually received by Platinum Aviation.

Non-refundable items include:

• Payment gateway fees

• Credit card charges

• Bank fees

• Taxes not received by us

Car Services Cancellation Policy

Cancellation More Than 24 Hours Before Service

Eligible for a refund after 25% deduction from the base service amount.

Cancellation Within 24 Hours

Non-refundable. Full service cost applies.

Greeter Contact Policy (Ben Gurion Airport)

• All communication must be handled only through Platinum Aviation.

• Greeter contact details are not shared in advance.

• Greeters may be contacted only through details officially released by Platinum Aviation:

  • Up to 1 hour before arrival services

  • Up to 3 hours before departure services

Important:

• Greeters operate primarily via radio and may not answer calls.

• Any attempt to contact a greeter directly, bypassing Platinum Aviation, is a policy violation and may result in service cancellation without refund.

Departure Service Timing

• Meeting time is exactly 2 hours before scheduled flight departure.

• Each booking includes a 2-hour service window.

• Additional time will be charged separately and is subject to availability.

Refund Processing

If a booking qualifies for a refund, it will be processed automatically and returned to the original payment method within a few business days.

Flight Delay & Waiting Time Policy

• Services are scheduled strictly according to the original flight time.

• Coverage includes up to 2 hours from the scheduled arrival or pickup time.

• Delays beyond this window incur additional charges and are subject to staff availability.

• If no real-time updates are provided, the service may be treated as a No-Show.

• Airline delays do not qualify for exceptions.

Agreement Confirmation

Payment completion confirms full acceptance of these terms.
No signature or stamp is required for validity.

No-Show Policy

Failure to arrive at the agreed meeting time results in service cancellation without refund. Full charges apply.

Wheelchair Policy

Wheelchair assistance is provided only by the airline. Platinum Aviation does not supply wheelchairs directly.

Last-Minute Bookings (Under 24 Hours)

• Must be requested via our official helpline.

• Passport Services – Platinum Farewell / Lite: Bookings made less than 24 hours before service will incur a 25% surcharge plus 5% credit card fee.

• Private Lounge Services (Fattal & Arbel): Bookings within 24 hours will incur a ₪300 surcharge. Service time is scheduled by our team two hours before departure.

Third-Party Bookings

Bookings made by third parties are fully binding. All cancellation policies apply equally.

Service Quality & Conduct Policy

• No refunds for subjective complaints or unmet personal expectations.

• Special requests must be communicated in advance.

• Early arrival does not guarantee early service.

• Disrespectful or abusive behavior will result in immediate service termination without refund.

Important Notice

Fast-track immigration and security access is subject to decisions by airport authorities and may change at any time. Our team will always aim to minimize waiting times where possible.

Contact Support (24/7)

Phone / WhatsApp: +972-50-3327766 | +1-929-884-1960
Email: vip@bengurionairport.com