Cancellation & Changes – in plain English


Our Refund Policy:  The total price paid for a Service usually consist of two parts: (1) the Service Fee (the cost of the actual service) and (2) a card or Payment Processing fee, usually of 4.9%

If a Major Change or Cancellation request is received less than 48 hours before the Service Start Time, there will be a “late change fee” or “late cancellation fee” of up to 100% of the total price paid or due.

If a Major Change or Cancellation request is received more than 48 hours before the Service Start Time then the Service Fee paid will be refunded in full.

If the cancellation request is made by of the booker, agent or passenger, then the Payment Processing fee will not be refunded.

If the cancellation is made by AFT because AFT cannot provide the Service for some reason, then AFT will also refund the Payment Processing unless the Service was a short notice request (made less than 48 hours before Service Start Time) in which case the Payment Processing Fee will not usually be refunded.

Permission to board a flight, permission to enter a country, and the related quarantine and other restrictions imposed on travelers are decided by local border control, local health authorities, and the airline carrier. Their decisions are not something we can influence. We are not responsible for any costs, additional fees, changes, inconvenience or delays arising from these official local policies & rules and their implementation.  They are not Force Majeure events and normal terms and conditions for changes or cancellations will be applied.

The decision by a passenger not to travel on a flight due to a change in quarantine, rules or health requirements will be regarded as a normal passenger Cancellation.

The decision by the airline or an airport border control authority to refuse permission for a passenger to leave or enter a country resulting in a no show will be regarded as a normal passenger Cancellation. 

A passenger’s inability or unwillingness to conform with and/or get required documentation and/or test results that are needed for departure, transit or arrival will be regarded as a normal passenger Cancellation.

If you are not on the booked flight, do not present yourself to the airport representative, or decide not to take advantage of a service that has been booked, there will be no refund or credit for that service.

Short Notice Orders:  We will try and assist with short notice orders  (meaning  an order received when there is less than 48 hours before the service start time). If a Change or Cancellation is made to a short notice order after payment is received  then,  whether we have finally confirmed it or not, our normal Terms and Conditions will apply.  However in the unlikely event we cannot confirm a short notice order, we will make a full refund of the service fee (but for avoidance of doubt not the Payment Processing Fee).

The “Service Start Time”:  The service start time is the airline’s scheduled time of arrival (STA) or scheduled time of departure (STD)

Making a “Major Change”: A Major Change is an amendment which results in the need for us to re-book a service. It includes, but is not limited to, (i) a change of date (ii) a change of airport (iii) or change of service start time of more than 3 hours (iv) a change of flight number requested less than 3 hours before scheduled flight time (v) a change of terminal (vi) a change of airline or flight that makes the intended service impossible or materially different, (vii) a reduction in the scope or value of the service and/or the number of passengers being served.

A “No Show” or short notice cancellation by the passenger or booker, for whatever reason (including but not limited to missed, delayed or cancelled connecting flights feeding on to the booked flight, cancellation of the flight by the airline, denial of boarding, a heavy delay leading to a voluntary or involuntary flight change, passenger sickness, bad weather, volcanic eruption, or any other Force Majeure event, industrial action, re-routing, re-timing, diversions, operational/technical delays, and any delay of more than 4 hours from the STA or STD) will be regarded and treated as a passenger Cancellation, with no refund

Notification of changes:  It is the passenger’s or their travel arranger’s responsibility to let us know by Email of any change to their booking, including if a flight is re-timed or cancelled.  Any such change notification that is sent by Email to us during our normal business hours will be deemed as received at the time it was sent.   Any change notification that is sent to us outside our normal Business Hours will be deemed as being received at 08:00am on the next day

Business Hours:  Our normal business hours (during which orders and notifications are deemed received) are 08:00am – 23:59pm SingaporeTime

Force Majeure:  We are not responsible for the impact of unavoidable acts of nature occurring 48 hours or less before the service stat time (i.e. Force Majeure events) whether or not due to weather, air traffic, or flight cancellations, and that results in delay, re-routing, missed connection, cancellation, and/or knock on effects.  Our cancellation policy applies to any and all Major Changes and/or service Cancellations whether avoidable or not.

Extra Passengers and additional services: Unexpected additional passengers will normally be served if requested by the booked lead passenger, where possible, where allowed by border control, and providing the local service provider is given:

– a verifiable request as evidence (could be an email, a text message or a signed form);
– which is from a named person (could be a security staff, tour manager, a local agent, a translator or guide); and
– who has the authority to incur extra charges (payable by the booked and expected clients)

In some airports, where it is required to have advance approval for each named passenger from border control officers for the VIP service, it is possible to serve unexpected guests.

Where last minute additional passengers are served,  the rate applicable to the unexpected additional passenger or passengers will be the published rate for that number of additional passengers eg: two unexpected extra passengers will be charged at the normal two person rate.

No name change allowed: The booked service may not be transferred to another person without our express written consent.

Full Terms and Conditions:  the above is  a summary:  the full and applicable terms and conditions can be found here:   Terms and Conditions