Our Goal and Commitment to Our Clients
My main goal in this work is simple: to serve my clients and provide fast-track services at Ben Gurion Airport in a friendly, professional, and efficient manner.
I want people to feel supported, calm, and well cared for when they arrive in or depart from Israel.
This service is personal. I always try to act fairly and transparently, especially when it comes to cancellations and refunds.
When Plans Change
I fully understand that people sometimes need to change their plans.
Travel plans can change because of personal reasons, family matters, health issues, or general uncertainty. This is completely normal, and I take it into account in the way I work.
We live in a region where the political and security situation can change quickly. Over the last two years, Israel has experienced long periods of military conflict. I understand that some travelers may feel unsafe and decide not to come, sometimes even at the last minute.
My intention is always to help and to refund money when it is possible and fair to do so.
Booking in Advance and Payment Timing
Many clients order fast track services weeks or even months in advance. I truly appreciate this because early planning makes things easier for everyone.
At the same time, the earlier a service is booked, the greater the chance that plans may change. For this reason, I often prefer not to charge clients far in advance.
Whenever possible, I charge only shortly before the actual arrival or departure, when travel plans are already more stable. This approach gives clients more flexibility and reduces unnecessary refund situations.
Our 24-Hour Cancellation Policy
To receive a refund, a cancellation must be submitted at least 24 hours before the scheduled service.
In practice, I strongly recommend sending the cancellation at least 25 hours in advance, so I have enough time to cancel the service properly and notify the airport team.
The cancellation must be sent in written form:
- Preferably by email
- Or by WhatsApp or iMessage
Written notice is important to ensure a clear record of the cancellation time.
Departure Flights – Important Timing Note
For departure flights, the fast track service does not start at takeoff time.
The service usually starts about two hours before departure, when the agent meets the passenger at the terminal.
This means that the 24-hour cancellation window is counted from the actual service start time, not from the flight time itself.
In practice, this means you should cancel about 26 hours before departure to stay safely within the cancellation policy.
How Refunds Are Calculated
If a cancellation is made on time (more than 24 hours in advance), I will cancel the order and request a refund.
However, refunds are not always for the exact amount paid, for two reasons:
- Payment system fees
When a payment is refunded, the payment provider does not return its commission.
Because of this, the refunded amount is usually about 4% lower than the original payment. This covers payment processing and cancellation fees that I must pay. - Currency exchange fluctuations
Payments are often made in one currency (for example, US dollars) and refunded in another (Israeli shekels, or vice versa).
Exchange rates can change between the payment date and the refund date, which may slightly affect the final refunded amount.
I always refund honestly and transparently, based on what the payment system actually returns.
Airline-Initiated Flight Changes or Cancellations
If a flight is changed or canceled by the airline and it is not the client’s responsibility, I will refund the payment, even if the change occurs close to the service time.
This includes:
- Flight cancellations
- Significant schedule changes made by the airline
Missed Connecting Flights
Sometimes clients miss a connecting flight and therefore do not arrive in Israel.
If the airline did not cancel or change the final flight to Israel, and the cancellation notice is received less than 24 hours before the service, I unfortunately cannot issue a refund. I understand that missed connections are often not the client’s fault. Still, if the final flight officially remains scheduled and the cancellation is late, the service has already been prepared.
Non-Refundable Circumstances
There are specific situations in which we cannot issue a refund:
Late cancellation
We cannot refund your booking if you cancel less than 25 hours before the scheduled service.
No show
If you do not arrive for the service and do not notify us in advance, the booking fee will be charged in full. This allows us to properly manage agent scheduling and service commitments.
Denied entry
If you are denied entry to Israel by airport or border authorities, we cannot issue a refund for the booking. We strongly advise all travelers to make sure they meet all entry and visa requirements before departure.
Why Last-Minute Cancellations Cannot Be Refunded
This rule is not about taking money without providing service.
Fast track is a VIP service. A specific agent is personally assigned to each passenger.
The airport company:
- Allocates a dedicated agent
- Schedules the agent for a specific time
- Prepares the agent to meet the passenger
When a cancellation happens less than 24 hours before the service, the company has already spent time and money preparing for that specific client. In such cases, I am unable to request a refund from the service provider.
Regional Security Situations and Last-Minute Decisions
I fully understand that sudden escalation or security concerns may cause people to cancel their trip at the last minute. I truly empathize with these concerns.
However, if the airline does not officially cancel or change the flight, and the cancellation is made within 24 hours, I cannot refund the service payment, even though I understand the situation personally.
Final Note
In every single case, I try to help, to request refunds when possible, and to leave my clients satisfied rather than disappointed.
I prefer to earn money by providing good service, not by charging for something that feels unfair.
At the same time, there are a few clear situations where refunds are simply not possible. I believe that being open and honest about this is the best way to build trust and avoid misunderstandings.
If you have any questions before booking, I always encourage you to ask. Clear communication in advance helps everyone.
A$Q
Yes. You can cancel your fast track service by email, WhatsApp, or iMessage. Written notice is required so the cancellation time is clear.
To receive a refund, the cancellation must be sent more than 24 hours before the service.
I strongly recommend cancelling at least 25 hours in advance to ensure enough time to stop the service and notify the airport team.
For departure flights, the fast-track service begins about 2 hours before takeoff.
This means the 24-hour cancellation window is counted from the service start time, not from the flight time.
In practice, please cancel about 26 hours before departure.
In most cases, the refund amount is about 4% lower than the original payment amount.
This is because payment systems do not return their transaction and cancellation fees.
Also, if currencies are involved (e.g., USD and ILS), exchange rate fluctuations may slightly affect the final refund amount.
If the airline cancels or significantly changes your flight, and this is not your responsibility, the payment will be refunded, even if the change happens close to the service time.
If you miss a connection, but the final flight to Israel is not canceled or changed by the airline, and the cancellation is within 24 hours, a refund is not possible.
Fast track is a VIP service with a personal agent assigned specifically to you.
When a cancellation happens less than 24 hours before the service, the agent has already been scheduled and prepared, and the service provider has already incurred costs.
I fully understand these concerns. However, if the airline does not officially cancel or change the flight and the cancellation is within 24 hours, a refund is unfortunately not possible.