Bengurion Airport VIP Services | Our Policies

1.  Introduction & Important Notice

Platinum Aviation / Platinum Airport VIP Ltd is an official partner of Laufer Aviation-GHI, the authorised licensee and concessionaire for VIP and ground handling services at Ben Gurion International Airport (TLV). Our professional greeters hold official ‘M’ access credentials issued by the Israel Airports Authority, enabling us to deliver premium airport and ground transportation services to our clients.

This document constitutes the Master Policy of Platinum Aviation and governs all services we provide. It replaces and supersedes all prior individual policy documents. Please read these policies carefully before booking. By completing payment or confirming a booking via any official channel, you unconditionally accept all terms set out herein.

IMPORTANT: All services are provided strictly in accordance with the regulations of the Israel Airports Authority (IAA), Airport Security Authorities, and all applicable official airport operational procedures. Platinum Aviation and Laufer Aviation-GHI operate in full compliance with these regulations at all times.

2.  Definitions

The following terms apply throughout this Master Policy document:

• Airport Services: VIP meet & greet, fast-track immigration and/or security facilitation (where available), porter and baggage handling, buggy transport (subject to availability), lounge access (subject to lounge operator rules and capacity), and chauffeur handoff services.
• Car Services: Chauffeured ground transportation, including pickups, drop-offs, and point-to-point transfers.
• Service Order / Confirmation: Written confirmation (order, invoice, or itinerary) issued by Platinum Aviation containing service details and applicable charges.
• No-Show: Failure by the passenger to present at the confirmed meeting time and location, or the inability to utilise the service due to flight changes, delays, or cancellations without an approved reschedule in accordance with these policies.
• Tarmac Service: A premium service inclusive of tarmac-side vehicle access, check-in assistance, security processing, passport control facilitation, and all related formalities — provided only where the aircraft parks at a remote stand.
• Base Service Amount: The net amount actually received by Platinum Aviation for a service, excluding payment gateway fees, credit card charges, bank fees, and taxes.
• Third-Party Booker: Any travel agent, tour operator, company representative, assistant, family member, friend, or other party who makes a booking on behalf of the passenger.
• Late Booking: Any booking made less than 24 hours prior to the scheduled service time.

Precedence: Where multiple provisions of this policy could apply to the same situation, the provision affording the strongest protection to Platinum Aviation shall govern. For all matters relating to cancellations, rescheduling, waiting time, and refunds, the relevant sections of Section 9 (Cancellations, Refunds & No-Show Policy) shall be controlling.

3.  Scope of Services & Regulatory Framework

3.1  Services Offered

Platinum Aviation coordinates and delivers premium Airport Services and Car Services at Ben Gurion International Airport, subject to airport and airline regulations, security directives, applicable local laws, partner availability, and operational capacity.

Our services include, but are not limited to:

• VIP Meet & Greet (arrivals and departures)
• Fast-track immigration and security facilitation (where permitted by airport authorities)
• Tarmac Service (subject to aircraft parking position — see Section 6)
• Porter and baggage handling assistance
• Private lounge access (Fattal & Arbel lounges, subject to operator rules)
• Buggy transport within the terminal (subject to availability)
• Chauffeur handoff and coordination
• Chauffeured ground transportation services

3.2  Regulatory Compliance & Airport Authority Supremacy

All operations conducted by Platinum Aviation and Laufer Aviation-GHI are fully subject to, and governed by, the directives and procedures of the following authorities:

• Israel Airports Authority (IAA)
• Airport Security Authorities
• All official airport operational regulations and procedures

Due to the overriding authority of these bodies, changes in service procedures, delays in service delivery, or partial or full suspension of specific services may occur at short notice or without prior notice. Platinum Aviation shall make every reasonable effort to assist passengers, optimise service processes, and minimise waiting times. However, neither Platinum Aviation nor Laufer Aviation-GHI has the ability to override, circumvent, or influence decisions made by airport authorities or security personnel.

3.3  Fast-Track & Lounge Access

Access to fast-track immigration lanes, fast-track security lanes, and private lounges is controlled entirely by third-party operators and airport authorities. Such access may be modified, restricted, or withdrawn at any time without notice. Platinum Aviation uses best efforts to facilitate access but provides no guarantee of specific processing times or admission to any lounge or priority lane.

4.  Booking, Confirmation & Payment

4.1  Booking Channels

Bookings are accepted exclusively through the following official channels:

• Platinum Aviation official website
• Official email: vip@bengurionairport.com
• Official WhatsApp/telephone: +972-50-3327766 | +1-929-884-1960
• Authorised agents designated by Platinum Aviation

Bookings made through any other channel are not recognised and will not be honoured.

4.2  Booking Confirmation

A booking is confirmed only upon issuance by Platinum Aviation of a written Service Order. Verbal agreements, informal messages, or unacknowledged requests do not constitute a confirmed booking.

4.3  Pricing & Price Variations

All prices are based upon the specific service details provided at the time of booking, including the number of passengers, items of luggage, flight details, service time, and service location. Any changes to these details may affect the applicable price and service availability.

Prices may be displayed in USD, GBP, or ILS at Platinum Aviation’s discretion. All bank charges, payment processor fees, and foreign exchange fees are the sole responsibility of the client unless expressly stated otherwise in the Service Order.

4.4  Payment Terms

Unless otherwise agreed in writing and reflected in the Service Order, full payment is required at the time of booking via Platinum Aviation’s official secure payment link. Completion of payment constitutes unconditional acceptance of all terms, conditions, policies, and fees contained within this Master Policy. No physical signature or stamp is required to form a binding agreement.

5.  Departure Service – Operational Process

The departure service is structured across the following sequential stations. The operation of each station is governed by the applicable airport authorities, and all processes are conducted in strict compliance with security and operational regulations.

5.1  Station 1 – Security Profiling & Screening

Initial security profiling and screening is conducted with passengers and their luggage. This process is typically carried out in a designated area on the arrivals level; however, it may alternatively take place in the departures area. The location of this station is dynamic and is determined solely by airport security authorities. Platinum Aviation has no control over the designated location.

5.2  Station 2 – Check-In & Baggage Drop

Following security screening, baggage tags are issued and baggage is checked in. Our staff will make every effort to expedite this process wherever operationally possible.

5.3  Station 3 – Security Screening Area (‘The Square’)

This area is under the full control of airport security authorities and encompasses X-ray screening and physical security checks. Multiple lanes are available, including regular, business, and special assistance lanes. Our greeter will endeavour to direct passengers to the fastest available lane at their discretion. Delays, congestion, and lane closures may occur and are entirely beyond Platinum Aviation’s control. No intervention is possible at this stage of the process.

5.4  Station 4 – Passport Control

Our staff will provide all available assistance in expediting the passport control process. Service under the Platinum Lite package includes assistance up to and including passport control only.

5.5  Service Timing

The standard departure service is structured as follows:

• Scheduled meeting time: exactly 2 (two) hours prior to the scheduled flight departure time.
• Maximum service window: 2 (two) hours from the confirmed service start time.
• Estimated total service duration: up to 2 (two) hours.

Early arrival by the passenger does not guarantee earlier commencement of service. Additional time beyond the standard 2-hour window will be charged separately and is subject to staff availability.

6.  Tarmac Service – Terms & Conditions

6.1  Service Scope

The Tarmac Service is a premium package that includes tarmac-side vehicle access (where applicable), check-in assistance, security processing, passport control facilitation, and all associated formalities. Terminal facilities – including but not limited to Wi-Fi, television, lounge equipment, and all other terminal amenities – are operated solely by the terminal operator. Platinum Aviation bears no responsibility for the condition, performance, or availability of any terminal facility.

6.2  Service Confirmation & Pre-Booking of Resources

Upon receipt of a Tarmac Service booking, Platinum Aviation immediately arranges and confirms a luxury VIP vehicle and a professional driver, scheduled according to the flight details and timing provided at the time of booking. All associated costs and logistical obligations are committed to from the moment of confirmation.

6.3  Aircraft Parking Position – Conditions & Limitations

The parking position of any arriving or departing aircraft is determined exclusively by the airport and the relevant airline authorities. The final parking position is typically confirmed by airport operations approximately 15–20 minutes prior to landing or departure. Platinum Aviation has no control over, and no ability to influence, the aircraft’s designated parking position.

• If the aircraft parks at a remote stand (tarmac area): The Tarmac Service will be delivered in full as booked, including vehicle transport between the aircraft and the terminal.
• If the aircraft parks at a jet bridge connected to the terminal: The Tarmac Service cannot be delivered, as airport safety and security regulations strictly prohibit vehicle access to jet bridge areas.

6.4  Tarmac Service – Refund & Compensation Policy

As all vehicle, driver, and operational arrangements are confirmed and costs are committed to at the time of reservation, no refund, reschedule, credit, or compensation of any kind will be provided if the Tarmac Service cannot be delivered for any reason related to the aircraft’s parking position, including but not limited to the aircraft parking at a jet bridge or any other restricted zone.

This no-refund policy applies regardless of whether the change in parking position occurs at short notice or without any prior warning.

6.5  Customer Acknowledgement – Tarmac Service

By booking the Tarmac Service, the passenger expressly confirms understanding and acceptance of the following:

• The inability to deliver the Tarmac Service due to the aircraft’s parking position does not constitute grounds for a refund, credit, or compensation of any kind.
• All arrangements are made in good faith based upon the flight details provided at the time of booking.
• The aircraft’s parking position is determined solely by airport and airline authorities and is entirely beyond Platinum Aviation’s control.

7.  Flight Delays, Waiting Time & No-Show

7.1  Scheduled Service Coverage

All services are scheduled in strict accordance with the original confirmed flight arrival time or the agreed pickup/meeting time as stated in the Service Order. Each booking includes a standard coverage window of up to 2 (two) hours from the originally scheduled service time.

7.2  Extended Waiting Time

Where a delay extends beyond the standard 2-hour coverage window, additional waiting time charges will apply. Extended service beyond the original booking window is subject to staff and resource availability. Platinum Aviation cannot guarantee that the same greeter, driver, or service team will be available beyond the original service slot.

7.3  Flight Delays & Cancellations – No Exceptions

Airline-related delays, flight cancellations, gate changes, and all other disruptions caused by airlines or airports do not qualify for exceptions to these policies. Where a passenger fails to provide real-time updates regarding a flight delay or cancellation, the situation may be treated as a No-Show in accordance with Section 9.5.

7.4  No-Show Policy – Airport Services

Failure by the passenger to arrive at the agreed meeting point at the confirmed service time, or failure to be contactable within the service window, will result in the service being classified as a No-Show. No refund will be issued for a No-Show. The full service fee will be charged.

7.5  No-Show Policy – Car Services

If the passenger does not arrive at the agreed pickup location or cannot be contacted within 1 (one) hour of the scheduled pickup time, the car service will be deemed completed and cancelled as a No-Show. No refund will be issued and the full service fee will be charged. This policy applies irrespective of whether the driver has waited on location and made repeated attempts to contact the passenger.

9.  Cancellation, Refunds & No-Show Policy

VIP airport services require advance coordination, operational approvals, and security clearances with airport authorities. Once a booking is confirmed, operational processes, staffing commitments, and third-party arrangements are initiated immediately, rendering last-minute cancellations non-refundable.

9.1  Airport Services – Cancellation Policy

Cancellation More Than 72 Hours Before Scheduled Service

Cancellations made more than 72 hours prior to the scheduled service time are eligible for a refund, subject to a deduction of 25% of the base service amount plus a 5% credit card processing fee.

Cancellation Within 72 Hours of Scheduled Service

Cancellations made within 72 hours of the scheduled service time are entirely non-refundable. The full service amount will be charged.

9.2  Car Services – Cancellation Policy

Cancellation More Than 24 Hours Before Scheduled Service

Cancellations made more than 24 hours prior to the scheduled car service are eligible for a refund, subject to a deduction of 25% of the base service amount.

Cancellation Within 24 Hours of Scheduled Service

Cancellations made within 24 hours of the scheduled car service are entirely non-refundable. The full service cost will be charged.

9.3  No-Show – Full Charges Apply

As detailed in Section 7, any No-Show – whether for Airport Services or Car Services – results in the full service fee being charged with no refund issued.

9.4  Flight Delays or Cancellations – Non-Refundable

If a passenger’s flight is delayed or cancelled and, as a result, the passenger is unable to utilise the booked service, such circumstances shall be treated as a No-Show. The service will be charged in full and is non-refundable.

9.5  Passport Control, Border Control & Immigration Issues

• If a passenger is denied entry into the country by immigration authorities, the service will be immediately terminated, charged in full, and is non-refundable.
• If a passenger is stopped by border control due to the possession of items not permitted entry into the country, the service will be immediately terminated, charged in full, and is non-refundable.
• If a passenger is denied exit from the country, refunds shall not be granted.

9.6  Tarmac Service – Non-Refundable (Parking Position)

As set out in full in Section 6.4, no refund will be issued if the Tarmac Service cannot be provided due to aircraft parking at a jet bridge or any other restricted zone.

9.7  Refund Calculation – Base Amount Only

All refund calculations are based exclusively on the base service amount actually received by Platinum Aviation. The following are expressly non-refundable under all circumstances and will not be included in any refund calculation:

• Payment gateway fees
• Credit card processing charges
• Bank transfer fees
• Foreign exchange fees
• Any taxes not remitted to Platinum Aviation

9.8  Refund Processing

Where a booking qualifies for a refund under these policies, the refund will be processed automatically to the original payment method within a few business days of the approved cancellation.

10.  Last-Minute Bookings & Applicable Surcharges

Bookings made less than 24 hours prior to the scheduled service time are classified as Late Bookings and must be requested exclusively via Platinum Aviation’s official helpline. Late Bookings are subject to availability and the following mandatory surcharges:

• A 35% late booking surcharge applies to all Late Bookings (bookings made under 24 hours before the scheduled service).
• Passport Services (Platinum Farewell / Platinum Lite): An additional 5% credit card fee applies to all Late Bookings.
• Private Lounge Services (Fattal & Arbel lounges): A surcharge of ₪300 applies to all Late Bookings. Service time for lounge bookings is scheduled by Platinum Aviation’s team two hours prior to departure.

Important: Last-minute services may differ in scope, timing, or team composition from pre-booked services due to operational constraints, staffing changes, or last-minute authority directives. Platinum Aviation shall not be liable for any such differences.

11.  Duplicate Booking Policy

In the event that a customer, or any third party acting on their behalf, makes multiple bookings for the same passenger for identical or substantially similar services, all such bookings shall be classified as duplicate bookings.

• Where a duplicate booking is identified within 72 (seventy-two) hours prior to the scheduled service or departure time, no refund, cancellation, credit, or compensation shall be provided for any of the duplicate bookings. This is due to the confirmed, secured, and cost-committed nature of all arrangements at that stage.
• For all other eligible refund scenarios (outside the 72-hour window), a minimum deduction of 25% of the total booking amount plus a 5% credit card fee shall apply as an administrative and processing charge. Under no circumstances shall a full (100%) refund be issued.

The customer acknowledges and expressly agrees that it is their sole responsibility to ensure the accuracy and uniqueness of each booking at the time of confirmation. Platinum Aviation shall not be held liable for any losses, damages, or claims arising from duplicate bookings made by the customer or any third party acting on their behalf.

12.  Third-Party Bookings

Where a booking is made on a passenger’s behalf by a travel agent, tour operator, company representative, personal assistant, family member, friend, or any other third party, the following terms apply:

• Platinum Aviation will rely upon the information provided by the Third-Party Booker when arranging the service. The Third-Party Booker assumes full responsibility for providing accurate, complete, and up-to-date information, including passenger details, contact information, travel details, and any special requirements.
• All cancellation, refund, No-Show, and operational policies contained in this Master Policy apply in full to third-party bookings, without exception.
• If a passenger’s credit card or payment method is used to pay for a booking made by a Third-Party Booker, the passenger confirms that the Third-Party Booker is duly authorised to act on their behalf in respect of that booking.
• Where a service issue arises as a result of actions, errors, omissions, or miscommunications by a Third-Party Booker, the passenger must address and resolve such issues directly with the Third-Party Booker. Platinum Aviation accepts no responsibility for errors, omissions, or miscommunications originating from Third-Party Bookers.
• By using our services, passengers and cardholders unconditionally agree not to initiate chargebacks or payment disputes against Platinum Aviation for issues arising from the actions or mistakes of a Third-Party Booker.

A booking made by a third party – including the provision of passport details and payment – constitutes full and unconditional acceptance of all terms and conditions in this Master Policy by both the Third-Party Booker and the passenger.

13.  Greeter Contact Policy

All communication relating to a booking, service coordination, or operational queries must be directed exclusively through Platinum Aviation. Direct contact with individual greeters outside of the parameters set out below is strictly prohibited.

• Greeter contact details will not be shared in advance and may only be released at Platinum Aviation’s sole discretion.
• For arrival services: Greeter details may be released up to 1 (one) hour prior to the scheduled service.
• For departure services: Greeter details may be released up to 3 (three) hours prior to the scheduled service.
• Greeters operate primarily via radio communication and may be unable to answer direct telephone calls.

Any attempt to contact a greeter directly – bypassing Platinum Aviation – constitutes a policy violation and may result in the immediate cancellation of the service without refund and with full charges retained.

14.  Meeting Point Policy

Meeting locations at Ben Gurion International Airport are subject to airport regulations, airline procedures, and real-time operational approvals, all of which may change without prior notice. Our representative will meet the passenger at the earliest permitted location prior to passport control, as allowed by the relevant airport authorities at the time of service. All escort services will proceed in full compliance with prevailing airport rules and security directives.

15.  Baggage Assistance Policy

• The standard greeter service includes complimentary baggage assistance for up to 3 (three) items of luggage.
• Passengers travelling with more than 3 items of luggage are required to book and pay for porter service at the time of booking.
• If porter service has not been pre-booked, the greeter will not be able to assist with luggage beyond the 3-item complimentary allowance. This ensures that adequate staffing is arranged in advance.\

16.  Wheelchair Assistance Policy

Wheelchair assistance at Ben Gurion International Airport is provided solely by the passenger’s airline. Platinum Aviation does not supply or operate wheelchair equipment directly.

Passengers who require wheelchair assistance and wish to receive the full VIP greeter service must also book an additional greeter to accompany the wheelchair service. Platinum Aviation cannot confirm wheelchair assistance services without a separate additional greeter booking.

17.  VAT Refund – Service Notice & Policy

Platinum Aviation provides VIP Terminal, VIP Lounge, and VIP Fast Track security services exclusively. Platinum Aviation does not provide Tax Refund or VAT Refund services. Passengers intending to claim a VAT refund are solely responsible for completing the VAT refund process independently.

• Passengers who intend to apply for a VAT refund must notify Platinum Aviation at least 72 (seventy-two) hours in advance so that appropriate arrangements for extended greeter waiting time can be made.
• The standard VIP service includes greeter escort for a period of up to 2 hours. The VAT refund process typically takes 1 hour or more. Extended greeter waiting time beyond the standard 2-hour window is charged at USD $100 per additional hour.
• If the VAT refund office is closed for any reason on the day of service, the greeter will escort the passenger to the VAT refund desk, wait during the attempt, and then escort the passenger back to the lounge or continue with the regular VIP service as booked. No refund will be provided for greeter waiting time in the event that the VAT refund office is closed.
• Where a VAT refund requirement is not declared at the time of booking, extended waiting time arrangements cannot be accommodated on the day of service.

18.  Client Responsibilities

Clients and passengers are required to fulfil the following obligations:

• Provide accurate, complete, and up-to-date information at the time of booking, including all passenger names, flight details, passenger counts, and contact numbers.
• Hold all valid travel documentation required for travel, including passports, visas, entry permits, and any other applicable documentation.
• Present a valid passport and valid flight ticket at the time of service upon request.
• Comply with all applicable airport, airline, and security requirements throughout the service.
• Actively monitor their flight status and promptly notify Platinum Aviation of any confirmed flight changes in accordance with the timelines specified in Sections 8 and 9.
• Arrive at the agreed meeting point at the confirmed service time. Failure to arrive at the agreed meeting point at the correct time will be classified as a No-Show, and full charges will apply. Platinum Aviation accepts no responsibility for delays caused by a client’s late arrival.

19.  Conduct Policy

Platinum Aviation is committed to providing a premium and respectful service environment for all clients, staff, and partners. The following conduct standards are mandatory:

• Abusive, offensive, threatening, or harassing behaviour directed towards greeters, drivers, or any other Platinum Aviation staff member or partner will result in the immediate termination of the service without refund and with full charges retained.
• Additional passengers or additional luggage beyond the quantities confirmed in the Service Order will incur supplementary charges. Refusal to pay applicable supplementary charges may result in cancellation of the service with full charges retained.

20.  Lounges, Partners & Third-Party Service Providers

Access to private lounges – including the Fattal and Arbel lounges – is governed by the respective lounge operator’s own rules, capacity limitations, and operating hours. Admission is not guaranteed under any circumstance. Platinum Aviation facilitates lounge access as part of its service offering but is not responsible for the policies, standards, or decisions of lounge operators.

Platinum Aviation may engage vetted third-party service partners to deliver certain components of a booked service. By accepting these terms, the client consents to Platinum Aviation sharing the minimum necessary personal information with such partners solely for the purpose of delivering the confirmed service.

21.  Limitations of Liability

Platinum Aviation is not liable for delays, disruptions, or adverse outcomes caused by airlines, airports, immigration authorities, security authorities, strikes, severe weather conditions, force majeure events, or any other circumstances beyond Platinum Aviation’s reasonable control.

Platinum Aviation’s total aggregate liability to any client in respect of any single claim or series of related claims shall under no circumstances exceed the total amount paid by the client for the specific service booking to which the claim relates.

Platinum Aviation expressly excludes all liability for indirect, consequential, or special losses of any nature, including but not limited to missed flights, missed connections, hotel accommodation costs, business losses, loss of revenue, loss of contracts, or any other indirect financial loss.

22.  Privacy & Data Sharing

Platinum Aviation collects and processes personal information provided at the time of booking – including passenger names, passport details, contact information, and flight details – solely for the purpose of arranging, confirming, and delivering the booked services.

Personal information will only be shared with vetted service partners and relevant airport and security authorities where strictly necessary for the performance of the contracted service. Platinum Aviation does not sell, trade, or otherwise transfer personal information to unrelated third parties.

23.  Service Quality & Complaints

Platinum Aviation is dedicated to delivering the highest standards of VIP airport service. We welcome all client feedback and take service quality seriously. Any complaints or service issues must be submitted within 7 (seven) calendar days of the date of service, accompanied by all relevant supporting details.

• Refunds will not be granted on the basis of subjective dissatisfaction or unmet personal expectations where the service was delivered as contracted.
• Special arrangements – including but not limited to surprises, personal gifts, bespoke requests, or non-standard service elements – must be communicated to Platinum Aviation in full detail at the time of booking. Such arrangements are non-refundable once confirmed.
• Early arrival by a passenger does not guarantee earlier commencement of service. No compensation will be provided for waiting time resulting from early passenger arrival.

24.  Acceptance of Terms

By completing payment or confirming a booking via any official channel – including but not limited to the Platinum Aviation website, email, WhatsApp, or authorised agent – the client, passenger, and (where applicable) the Third-Party Booker unconditionally accept all terms, conditions, policies, fees, surcharges, and limitations contained within this Master Policy. No physical signature or stamp is required. This policy constitutes a legally binding agreement.

In the event of any conflict or inconsistency between any individual policy document or communication and this Master Policy, the provisions of this Master Policy shall prevail. Where multiple provisions address the same situation, the provision offering the strongest protection to Platinum Aviation shall govern.

25.  Contact & 24/7 Support

Platinum Aviation’s customer service team is available 24 hours a day, 7 days a week: