TERMS & CONDITIONS

Welcome to First Class Experience Aruba: Terms and Conditions

We’re delighted to elevate your travel experience in Aruba with seamless, personalized assistance, from VIP airport arrival and departure to luxury transport and fully tailored luxury travel packages! Below are the terms, policies, and expectations for our services to ensure a smooth and enjoyable journey through the airport. For details on the third-party managed VIP Lounge rules and regulations, please refer to the link provided at the end of this document.

Our Services & Important Information

First Class Experience Aruba provides personalized airport navigation support to  complement standard procedures such as passport control, security screening, and  customs clearance, which are managed by independent authorities. 

  • Your Responsibilities: Ensure you have all required travel documents and keep  personal belongings with you at all times, as these remain your responsibility. 
  • Limitations: We collaborate with airlines and airport authorities but operate  independently. We are not responsible for decisions made by airlines, immigration,  or customs authorities, nor for disruptions like flight delays or cancellations, which  are beyond our control. 
  • Non-Refundable Fees: Service fees are non-refundable to cover airport charges  and the time reserved by our dedicated team. 
  • Assistance Scope: Our representatives assist to the fullest extent permitted by  airport officials, but final rulings by authorities are outside our control.
  • Fast Track Service: While we strive to expedite your journey with our Fast Track  service, First Class Experience Aruba cannot guarantee its success during peak  hours due to factors beyond our control, such as high passenger volumes or airport  restrictions.

Booking, Pricing, & Payment

  • Booking Confirmation: Your reservation is confirmed upon receiving our official  confirmation email and letter. 
  • Payment & Reservation: Your reservation is secured once payment is received after  we confirm the availability of your VIP Host. 
  • Transaction Fees: In the rare case of a credit voucher issuance or booking error  requiring a chargeback, an 8% transaction processing fee will apply.
  • Rate Information: All rates quoted are “start from” rates. Additional charges may  apply, and these will be clearly communicated during the booking process. 
  • Wheelchair Assistance: To ensure a comfortable journey, we kindly advise you to  contact your airline directly in advance to arrange wheelchair assistance, as First  Class Experience Aruba cannot guarantee its availability through our services.  
  • VIP Lounge Service: Quotes are based on up to 3 hours of service in the third-party  managed VIP room. An extra charge may be assessed for extended use beyond this  period. Please note that the VIP Lounge has limited capacity, and access cannot be  guaranteed. Please review the VIP Lounge rules and regulations for additional guidelines on lounge usage.

Your Role in a Smooth Experience

To ensure a seamless experience, please adhere to the following: 

  • Accurate Information: Provide complete and accurate booking details. Incorrect or  missing information may impact our ability to assist, and fees remain non refundable. 
  • Meeting Point: Meet your designated host at the specified location outlined in your  confirmation letter. Proceeding independently into restricted areas (e.g.,  immigration hall) prevents our team from assisting, as these areas are off-limits to  our staff. 
  • Luggage: You are responsible for identifying and collecting your luggage at baggage  claim and settling any excess baggage fees directly with your airline. We cannot  assume responsibility for lost or misplaced luggage. 
  • Service Exclusions: Our services do not include medical support, restroom  assistance, or specialized care for passengers with cognitive, developmental,  mobility, vision, or hearing needs. For disability-related assistance, contact your  airline directly.
  •  Plan Changes: If your travel plans change, such as arriving earlier or later than  scheduled, please notify us as soon as possible using the contact information in  your confirmation letter. While we’ll do our best to accommodate adjustments,  these are subject to availability and do not qualify for a refund or credit voucher  unless cancellation is made at least 48 hours in advance.

Additional Charges

To ensure we can accommodate all your travel needs with the highest level of service,  additional fees may apply in certain situations, including: 

  • Bookings made less than 48 hours in advance ($50 surcharge). 
  • Services scheduled during late-night or early-morning hours (11:00 PM–8:00 AM)  (30% surcharge). 
  • Services on public holidays or during major local events. 
  • Traveling with excessive luggage, such as more than two pieces per person, to  ensure our team can assist with your extra belongings smoothly. 
  • Extended use of the third-party managed VIP Lounge beyond the quoted 3-hour  period. 
  • Additional services for wheelchair assistance. 

We’ll always inform you of any extra charges during the booking process to keep your  experience hassle-free!

VIP Airport Hosting Service: Cancellation & Credit Voucher Policy

  • Non-Refundable Bookings: All VIP Airport Hosting Service bookings are final and  non-refundable. However, cancellations made at least 48 hours in advance may be  eligible for a credit voucher, valid for one year from the date of issuance, which can  be used toward future services with First Class Experience Aruba. By confirming  your reservation, you agree to these terms. 
  • Meeting Requirements: Arrive at the designated meeting point at the specified  time. Late arrivals are subject to host availability. Contact us immediately via the  provided email if you’re running late. 
  • No-Show Policy: Forfeiture of service without refund or credit voucher occurs if  you: 
    • Do not arrive for the scheduled service. 
    • Miss the designated meeting point. 
    • Enter the airport independently without notifying us.
  • Plan Changes: If your plans change or you arrive early, contact us via the  confirmation letter email. Adjustments are subject to availability and do not qualify  for a credit voucher unless cancellation is made at least 48 hours in advance.

Transportation Service Policy

  • Cancellation & Credit Voucher Policy: Transportation services are non-refundable.  Cancellations made at least 48 hours in advance may be eligible for a credit  voucher, valid for one year from the date of issuance, which can be used toward  future transportation services with First Class Experience Aruba. 
  • Wait Time & No-Shows: 
    • Drivers wait up to 30 minutes from the scheduled pickup time. Failure to  connect within this period results in a no-show, and the service is non refundable with no credit voucher issued. 
    • Connecting with the driver after 30 minutes may incur an additional charge.
  • Extra Stops: Specific additional fees may apply for unplanned stops during your  trip, ensuring we can accommodate your travel needs smoothly.

Feedback & Conduct

  • Sharing Feedback: We love hearing from you! Submit any concerns in writing within  72 hours of your service, and we’ll review them promptly.
  • Positive Engagement: By booking with us, you agree not to disparage or denigrate  First Class Experience Aruba, verbally or in writing, without our prior written  consent.

Third-Party VIP Lounge Rules & Regulations

The VIP Lounge is managed by a third-party provider with limited capacity, and access  cannot be guaranteed. To ensure a comfortable experience, please familiarize yourself with  their specific rules and regulations, which cover lounge access, amenities, and conduct. 

View VIP Lounge Rules and Regulations

We’re excited to make your Aruba adventure effortless and luxurious! For questions about  these terms, the third-party VIP Lounge, or your booking, please contact us using the  details in your confirmation letter.