FAQ

Yes, please email us at least 24 hours before your scheduled time. Changes or cancellations made after that will not be accepted. To receive a refund, cancellations must be sent in writing (email, fax, or letter) at least 24 hours in advance. No refunds for cancellations made within 24 hours.https://www.myairportfasttrack.com/services/

Our Airport FastTrack service is tailored for elderly and disabled travelers, as well as those accompanying them. For additional mobility assistance, please contact your airline directly.

Aero FastTrack is a premium paid transport service between the main terminal and the satellite building. Airport FastTrack, on the other hand, enhances your airport experience with fast lane access and meet-and-greet services at immigration.

We currently don’t offer greeters in other languages, but we're happy to assist using a translation app if needed.

Yes, due to airline safety and security regulations, you must check in at the airline counter to confirm your identity and drop off your luggage before continuing.

With the Airport Fast Track Lounge + Departure service, you can use the Sky Suite Lounge. In Terminal 1, it’s near Departure Gate C5 in the Satellite Building. In Terminal 2, it’s located in the Departure Hall next to the domestic departures area.

If you buy multiple tickets for the same flight, you will usually have one greeter for the entire group. The number of greeters depends on the number of passengers and the details of your trip. For groups larger than four, the number of greeters may be adjusted based on baggage and travel needs

At the arrival gate, our greeter will be waiting with an A4-sized sign showing your name. When you get off the plane, look for the sign and approach the greeter—they will assist you from there. To ensure a smooth departure, we recommend getting the driver’s contact details, estimated arrival time, and meeting spot beforehand, as it can sometimes be hard for drivers to spot the greeter at the curb. We usually don’t display a welcome sign at the curb. Instead, the greeter will often contact your driver ahead of time to agree on the best meeting place, usually near your airline’s check-in desk for convenience.

You have several transport options for moving between Terminal 1 and Terminal 2:

Free Shuttle Bus: Runs every 15–25 minutes and is free of charge.

ERL (Express Rail Link): Costs RM2 per person, with trains every 20–30 minutes.

Airport Taxi: You can book a taxi at the counter in the arrival hall.

Sama-Sama Hotel Airport Transfer: Requires advance booking; a car will be ready when you exit the arrival hall.

The time from the arrival gate to the reception hall can vary depending on immigration lines, customs, and baggage collection. Typically, this process takes about 45 minutes to 1 hour.

To use the FastTrack lane, you must show the voucher to the immigration officer. The payment receipt alone is not enough for access.

The layout of Terminal 2 doesn’t require airside transfer because all buildings are connected and can be reached on foot or by buggy inside the terminal.

No need to cancel. You can contact us in advance by email, and we will update your reservation from our side.

We recommend to purchase the Airport FastTrack package first. If you decide to use the lounge later, the greeter will escort you there for walk-in access. The price is the same, and the lounge is open 24 hours.

Our Airport FastTrack service is tailored for elderly and disabled travelers, as well as those accompanying them. For additional mobility assistance, please contact your airline directly.

Yes, we can accommodate special requests like adding your company’s logo or creating a custom welcome board. Just send us the necessary details or design, and we’ll tailor it to your preferences.