Platinum Aviation / Platinum Airport VIP Ltd
Last updated: August 26, 2025

Welcome to Platinum Aviation / Platinum Airport VIP Ltd (“Platinum Aviation,” “we,” “our,” “us”). By accessing our website, placing an order, or using our services, you (“Client,” “you,” “your”) agree to these Terms & Conditions (“Terms”) and our Cancellation Policy (incorporated by reference).

If you do not agree with these Terms, please do not use our services.

1) Services & Scope

We arrange VIP airport assistance services, including (as applicable): fast-track immigration/security, meet & greet, porter/baggage handling, buggy (where available), private lounge access (e.g., Fattal & Arbel), and chauffeur handoff. Services are subject to airport rules, security directives, and availability.

Authority Notice: Access to fast-track lanes, security checkpoints, and lounges is controlled by airport authorities and may change without notice. We will make best efforts to minimize waiting times, but we cannot guarantee processing times.

2) Eligibility & Representation

You must be 18+ and legally able to enter binding agreements. When booking for others, you represent that you are authorized to do so and that all information provided (names, flight details, passport details, counts of passengers/bags, etc.) is accurate and complete.

3) Booking, Confirmation & Meeting Time

• Booking channels: Official website, email, WhatsApp, or authorized agents.

• Confirmation: A service is confirmed when we send you a written confirmation (“Service Order”).

• Meeting time: Unless otherwise stated, the confirmed meeting time is set 2 hours before flight departure.

  • Arrivals earlier than the confirmed time may wait until the official meeting time.

  • Early accommodation may be attempted if staff are free, but is not guaranteed.

• Client punctuality: Failure to appear at the agreed time/place may be treated as a No-Show (see §6).

Electronic confirmations: If a physical signature is not possible, email/WhatsApp confirmation plus provision of passport and credit-card details constitutes binding approval of the Service Order.

Wheelchair Assistance: Passengers requesting wheelchair service must also book an additional greeter to accompany them. Please note that wheelchair service cannot be confirmed without an additional agent booking.

Tax Refund (VAT Refund) – Important Notice

Platinum Aviation provides VIP Terminal, VIP Lounge, and VIP Fast Track security services only.

We do not provide Tax Refund / VAT Refund services. Passengers must complete the VAT refund process themselves.

If a passenger plans to apply for VAT refund, they must inform us 48 hours in advance so we can arrange a greeter for the extended waiting time.

• Standard VIP service includes a greeter for 2 hours.
• The VAT refund process usually takes 1 hour or more, and extended waiting time is charged at 330nis per additional hour.

If the VAT refund office is closed for any reason, the greeter will still escort the passenger to the VAT refund desk, wait during the attempt, and then escort the passenger back to the lounge or continue with the regular VIP service booked in advance.

No refund is provided for greeter waiting time if the VAT office is closed.

If VAT refund is not mentioned during booking, extended waiting time cannot be arranged on the day of service.

Third-party bookings: Where a third party books on the Client’s behalf and provides the recipient’s passport and credit-card details, this constitutes binding agreement for the service on the Client’s behalf.

4) Prices, Payment & Surcharges

• Payment timing: Unless otherwise specified in writing, full payment is due at booking.

• Currency & fees: Prices may be quoted in ILS/USD. Bank/processor fees and exchange differences are your responsibility unless expressly stated otherwise.

• Last-minute surcharges (within 24h of service):

  • Passport Services – Platinum Farewell / Lite: +25% surcharge +4% credit-card fee.

  • Private Lounge (Fattal & Arbel): ₪300 surcharge; service time is scheduled by our team two hours before departure.

We may update prices at any time, but confirmed bookings are honored at the confirmed rate (excluding surcharges arising from your changes).

5) Changes, Rescheduling & Flight Disruptions

• Client-initiated changes: We will try to accommodate changes subject to availability and applicable fees or price differences.

• Airline/flight changes: As staffing is allocated in advance, airline-related changes within 24 hours of service remain the Client’s responsibility (see §7 and Cancellation Policy).

6) No-Show & Conduct

• No-Show: If you (or any passenger in your order) fail to arrive at the confirmed time and location, the service may be deemed No-Show and charged in full.

• Improper behavior: Rude, harassing, or offensive behavior toward staff allows us to terminate the service immediately with full charges applying.

7) Cancellation & Refunds (Incorporating Platinum Aviation Policy)

Airport Services (Ben Gurion & other locations)

• ≥ 24h before service: Full refund.

• < 24h before service: 100% charge.

Flight-related cancellations/changes

• Notice > 24h before service: We will attempt to reschedule (subject to availability). If rescheduling is not possible, 50% refund will be issued.

• Notice ≤ 24h before service: Adjustments may be attempted but are not guaranteed. If staff were already scheduled, no refund.

• Notice ≤ 12h or less: No refund; treated as No-Show.

Passport / Border Control Issues
If a passenger is denied entry/exit or stopped for passport, visa, customs, or prohibited items, the service ends immediately and full charges apply. No refund.

Urgent / Last-Minute Bookings

• Passport Services – Platinum Farewell / Lite: Bookings <24h incur +25% surcharge +4% credit-card fee.

• Private Lounge (Fattal & Arbel): Bookings <24h incur ₪300 surcharge; time scheduled by our team 2 hours before departure.

Refund process
Where eligible, refunds are issued to the original payment method within several business days.

Agreement confirmation
By completing payment, you confirm that you have read and agree to this Cancellation Policy and these Terms.

8) Service Levels & Operational Notes

• Airport congestion: During peak times/holidays/emergencies, delays of up to 15 minutes may occur. The Client acknowledges such operational realities.

• Additional passengers/luggage: Extra passengers or luggage beyond the confirmed booking incur additional charges. Refusal to pay or disruptive behavior may result in immediate cancellation with full charges.

• Lounges: Lounge access (e.g., Fattal, Arbel) is subject to lounge operator rules, capacity, and hours. We do not control lounge admission decisions or conditions.

9) Partnerships & Third Parties

At Ben Gurion Airport, Platinum Aviation partners with Laufer GHI, the official concessionaire for ground handling and passenger assistance. Services may be delivered by or in coordination with such partners. You consent to us sharing necessary booking details with partners to perform the service.

10) Limitations of Liability

To the maximum extent permitted by law:

• We are not liable for delays, denials, or outcomes caused by airport/airline/immigration/security authorities, strikes, weather, force majeure, or events beyond our reasonable control.

• Our total liability for any claim arising from a confirmed service is limited to the amount you paid for that service.

• We do not cover consequential or incidental losses (missed flights, hotels, onward travel, business losses, etc.).

11) Complaints

We value feedback. For any issues, contact us within 7 days of service with details and supporting evidence.

Note: Subjective service-quality perceptions alone are not refundable. Refunds/credits are evaluated based on objective service failures within our control.

16) Governing Law & Jurisdiction

These Terms are governed by the laws of the State of Israel. Exclusive jurisdiction and venue lie with the competent courts of Tel Aviv–Jaffa, Israel.

17) Changes to Terms

We may amend these Terms at any time. Updates will be posted with a new “Last updated” date. Continued use after changes constitutes acceptance.

18) Contact

24/7 Customer Service
Phone/WhatsApp: +972-50-332-7766 | +1-929-884-1960
Email: info@platinumairportvip.com