We recommend to place an order at least 24 hours in advance.

When paying online by a card, a bank commission of 3.9% for credit cards issued in Kazakhstan & 4,9% for all the rest credt cards is added; the commission is non-refundable in case booking cancellation.

Cancellation rules:

More than 48 hours - free of charge

Less than 48 hours - 100%

No-show - 100%

Making changes to the comfirmed booking (including through no fault of the customer) is equivalent to canceling the old order and placing a new order with the possible application of appropriate penalties; the new order is subject to agreement with the airport; the airport may not be able to confirm the order using new data.

Please check all terms&conditions before ordering the VIP service.

In case of changes in tariffs by the airport, the cost and conditions may be reviewed and agreed upon before confirming the order.

Ordering a service means the customer agrees to the terms of service.

Availability information is provided after the booking is made

A booking request (especially an urgent one) may not be confirmed by the airport.

All information about the ordered service is contained in the confirmation; the customer must familiarize the passenger with it.

Additional wishes that are not included in the main list of VIP services at a particular airport can be transferred to the airport without a guarantee of fulfillment; claims regarding their implementation will not be accepted.

Passengers must have all the required documents for the the flight and entering the region/country of travel; the absence of any necessary documents is not grounds for cancellation/rescheduling of a confirmed VIP service without possible penalties.

The refusal of the airline, border/customs authorities, as well as other government agencies to allow a passenger to board a flight is not grounds for cancellation/rescheduling of a confirmed VIP service without possible penalties.

Additional VIP lounge services (including food and drinks), as well as services provided by other organizations (such as tickets re-issuance, ticket upgrades, excess baggage, medical laboratory services, etc.) are paid by passengers independently on the spot or online (you may need to go to the main passenger terminal).

The VIP service allows that passengers can be served together with other VIP passengers from a given flight, unless otherwise is confirmed.

When ordering a VIP service upon arrival, if the passenger does not see the meeting agent, he must immediately call the agent’s phone number or the 24-hour support service without leaving the designated meeting point. If this was not done, the service is considered to be completed.

Booking a VIP service does not relieve passengers to pass through all the airport formalities.