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Question 1

Information about the service order

Accepted Answer

Only Users registered in the system can place an Order.

Registration

on the main page of the Site, click the "Log in" button at the top right of the Site - a User registration / authorization window will open.
in the registration window, you must fill in all fields
a link will be sent to the e-mail you specified, which you need to go to to register an e-mail address
you have successfully registered. Log in to the Site using the email address you provided during registration and the password as your username.
To start booking, you need to click the "Order VIP Lounge" button located in the "hamburger" menu in the upper right corner.
if you forgot your password to log in to your personal account, click the "Log in" button, then select the Authorization tab in the window that opens. Click on the button "If you forgot your password, then you can reset it here".

Question 2

Information about the site

Accepted Answer

There is a menu in the upper right corner of the Site. Clicking on the "three bars" will open the contents. Here you can find:

go to your Profile page, where you can update your contact information, change the password to log in to your Personal Account, etc. and the "Exit" button from your personal account
the "Order VIP lounge" button, with the transition to the new VIP service order form/- section "My orders", with all your current, previous, canceled orders
section "Tariffs and conditions", where you will find information about the Tariffs and conditions of booking VIP service at airports around the world
Help section, where you will find answers to frequently asked questions about working with orders
section "Airports", which contains a library with descriptions of procedures for providing VIP services at airports
section "About the service", where you will find information about the operation of the online booking system
the section "About the company", which contains the details of VIP Group LLC, information and history of VIP Group
Contact page with phone numbers and e-mail addresses of customer support and booking service, a map of the location of the office of VIP Group LLC

Question 3

Making an order

Accepted Answer

To place an order for VIP service at the airport, you must register in the system.

Stage 1

Choosing an airport for booking a VIP service
To do this, place the cursor in the field "Airport where you want to book a lounge" and start entering the city or airport where you want to book a VIP service (the system will offer options). Select the city or airport you need from the drop-down list. You can also specify the IATA code. To delete the entered data and start a new search, click on the cross in the right corner of the field.

Choosing the type of flight

Choose one of two types of flight: arrival (icon with an incoming airplane), if you need a VIP service on arrival or departure (icon with an airplane taking off), if you need a VIP service on departure.

Flight data entry

Place the cursor in the "Name of your flight" field. Enter your flight code. For example, SU 1212.

Data entry flight direction

Depending on whether you need a VIP service for departure or arrival, the system itself will ask you a question in the following field. "Where are you flying? Or Where are you flying from?». Enter, respectively, the city (or airport) to which you are flying from the VIP service airport or the city (or airport) from which you are arriving at the VIP service airport.

Choosing the date and time of the VIP service

In the "Select date" field, specify the date of departure or arrival of your flight to/from the VIP service airport. You can use the arrows to select the month. In the next field, "select the time", specify the arrival/departure time of the flight to/from the VIP service airport. Scroll through the hours and minutes up/down.

Number of passengers

Specify the number for each type of passenger: adult, child (from 2 to 12 years old), infant (up to 2 years old). To do this, use the keys "0" to add a passenger and "-" to reduce the number of passengers.

Type of service

After you have entered the flight data and the number of passengers, the System will offer you VIP service options at the specified airport, calculate and show the cost of the Order (for all specified passengers). By clicking on the arrow to the right of the service type, you will see a brief description of the service. All you have to do is choose which VIP service is more suitable and click the "Add to order" button. You can choose only one type of service in one order. If you want to change the type of service, click the "remove from order" button and add another type of service to the Order. A summary table with the order data, the total cost of the order and the "continue" button will appear on your screen.

Additional services

The system will offer you additional services available when ordering the selected type of service. You can add one or more additional services to the Order by clicking the "Add to Order" button. In some additional services, you must specify the number of service units. For example, you can add a meeting room to the Order of the Sheremetyevo VIP Lounge. In this case, you will need to specify the number of hours. After you click the "add to order" button, the system will open the "number of hours" window. Specify the number of hours you need the room for and click the "add to order" button again. You will see the added additional service and the total cost of the Order in the summary window in the upper right corner of your screen.

View rates

In the summary table, you can click the "view rates" button. A separate window will open with the rates for booking VIP service and additional services at your chosen airport.

Order note

At the end of the first stage, you can add a comment to the Order. Press the "continue" button to proceed to the second stage for entering passenger data.

Stage 2

Passenger data

At the second stage, the system will ask you to enter passenger data in accordance with the number you specified for each type. Enter the full name and surname of each passenger in the appropriate fields. The system may ask you to select one of the previously entered data options. It is necessary to specify the contact phone number of passengers for communication. At some airports, you must specify the number of the car to pass to a special parking lot. If you want to change the number of passengers, click on the "back" button in the upper-left corner of the screen and, returning to the previous stage, change the number. For children and infants, the date of birth must be specified. Check the correctness of the data and click "continue" to proceed to the data verification stage.

Stage 3

Checking the data

Check the Order summary again and proceed to payment by clicking the "pay" button. In this case, you must agree to the terms of booking of the VIP service and the processing of personal data.

Stage 4

Payment

The order can be paid online with a bank card. We accept Visa, Eurocard/Mastercard plastic cards for payment (via Alfa-Bank's electronic payment system). When paying with a bank card online, the card data is transmitted via a secure channel (SSL 3.0 protocol) in encrypted form with all necessary security measures and processed on a specialized authorized payment system server. After you click the "pay" button, you will be redirected to an authorized payment system server, where you will need to enter your plastic card details and complete the payment. The funds are pre-reserved and will be withdrawn only after confirmation from the Service Provider. In case of cancellation of the Order, the refund is made to the card from which the payment was made.

Stage 5

Confirmation

After successful payment of the Order, you will receive a confirmation of payment, a cash receipt and a confirmation of the VIP service reservation to the email address specified during registration. For some types of services, Order confirmation may take up to 24 hours. You will also receive messages by e-mail about changes in the status of your order.
Cancellation of the order

To cancel an order, go to the "My orders" section. You can only cancel current orders by clicking on the "urn" icon in the upper right corner of the order plate. When you click the "urn" button, you will see information on the time remaining until the end of the free cancellation of the order on the pop-up window. Click yes if you want to confirm the cancellation of the order. Click the "no" button if you do not want to cancel the order. If the free cancellation period has expired, the cancellation will be made subject to penalties.
Changing the order

If your order parameters have changed (VIP service booking airport, date, time, flight, number of passengers, first and last names of passengers, etc.), you need to cancel the current order and place a new order with new parameters. In case of urgent cancellation of the order or lack of access to the system, please contact customer support by phone +7 (495) 508-00-08.

Questions and answers