Frequently Asked Questions

What is the process for the Visa on Arrival (VoA)?

Our concierge will escort you to the dedicated VoA payment counter before proceeding to the fast-track immigration lane. We ensure you have all necessary documentation prepared, making the process swift and straightforward. While we expedite the process, please note that the visa fee itself is a mandatory government charge payable directly by the client. We can advise on the current fee and accepted payment methods before your arrival.

Where exactly will we meet our concierge upon arrival?

Your personal concierge will be waiting in a prominent position at the end of the airbridge or, for remote stand arrivals, at the bottom of the aircraft steps as you disembark the shuttle bus. They will be holding a clear sign with your name or your party’s designated lead name. You will be greeted before you even enter the main terminal building, ensuring immediate recognition and peace of mind.

Can you assist with large or unusual luggage?

Absolutely. Our porter service is adept at handling oversized luggage such as surfboards, golf bags, or camera equipment cases. Please notify us of any special items during the booking process so we can make the appropriate arrangements. Our Platinum service includes porterage for an unlimited number of standard-sized bags, ensuring a completely hands-free experience from the carousel to your vehicle.

How much time will I save with the fast-track service?

While timings vary depending on the number of flights arriving simultaneously, it is common for standard immigration queues at Ngurah Rai to take anywhere from 45 to 90 minutes during peak hours. Our fast-track service typically reduces this entire process, from deplaning to meeting your driver, to between 15 and 25 minutes. This represents a significant saving of valuable holiday time.

What if my flight is delayed or arrives early?

We monitor all inbound and outbound flights in real-time. Our operations team tracks your flight’s status, and your concierge’s schedule is adjusted automatically to match your actual arrival or departure time. Whether your flight is early, on time, or delayed, you can be confident that our team will be there precisely when you need them. No action is required on your part.

Is this service suitable for families with young children?

Our service is exceptionally beneficial for families. Navigating a busy airport with children and luggage can be stressful. We remove that burden completely. Our concierge provides an extra set of hands and ensures your family is guided through the airport quickly and efficiently, allowing you to focus on your children’s comfort. It is the most seamless way to begin a family holiday in Bali.

Can you arrange our chauffeured transfer from the airport?

Yes. While our core service focuses on the in-terminal experience, we work with a curated network of trusted luxury transport providers. We can arrange for a premium vehicle, such as a Toyota Alphard or Mercedes-Benz V-Class, to be ready for your arrival. Your concierge will escort you directly to your waiting chauffeur, ensuring a seamless transition from airport to your final destination in Seminyak, Nusa Dua, or beyond.

How do I handle the customs declaration form?

Indonesia now uses an electronic customs declaration (e-CD) which should be completed online within two days prior to your arrival. We strongly recommend you complete this in advance. Our concierge can assist you with any questions upon arrival and will guide you through the priority customs lane, presenting your declaration QR code to the officials for a swift clearance.

What makes your Bali airport luxury service different?

Our difference lies in our people and our precision. We are not a large, impersonal aggregator. We are a dedicated Bali-based team. Each concierge is a full-time, highly trained employee, not a freelance contractor. This ensures a consistent standard of unparalleled service, local expertise, and the utmost discretion, which is why we are trusted by corporate concierge teams and UHNW family offices globally.

How far in advance should I book?

We recommend booking at least 48 hours in advance to guarantee availability, especially during peak travel seasons such as July, August, and the year-end holidays. We can occasionally accommodate last-minute requests, but advance booking allows us to meticulously plan every detail of your service for a flawless experience. Early booking is always advised for large groups or complex itineraries.