Frequently Asked Questions

General

What is JetQuay?

JetQuay is Singapore's premier airport concierge service, offering personalised Meet & Greet assistance, premium lounge access, private airport transfers within the airport, and VIP travel experiences at Singapore Changi Airport. Whether you are arriving, departing or transiting, our team ensures a seamless and stress-free journey.

 

What services does JetQuay offer?

JetQuay offers three signature experiences:

Gateway

• Personal Meet & Greet

• Escort through the airport

• Check-in assistance

• Immigration guidance

• Arrival, departure and transit assistance

Quayside

• Everything in Gateway, plus:

• Access to JetQuay CIP Terminal

• Dedicated check-in and immigration facilities (where applicable)

• Electric buggy transfers

• Premium lounge experience

Jetside

• Our most exclusive service, including:

• Private VIP suite

• Butler service

• Airside limousine transfers (where operationally available)

• Dedicated check-in and immigration

• Champagne and curated refreshments

 

Which terminals does JetQuay serve?

JetQuay supports passengers travelling through Singapore Changi Airport. Service availability may vary depending on your airline, terminal and the selected service package.

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Do you facilitate passengers travelling on all airlines?

JetQuay provides services for passengers travelling on most commercial airlines operating at Singapore Changi Airport. However, the availability of certain services may vary depending on the airline, terminal, operational requirements and airport regulations.

 

If you are unsure whether we can assist with your airline or flight, please contact our Reservations team with your flight details. We will be happy to advise you on the services available for your journey.

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Booking

How do I make a booking?

You can request a quotation or make a booking through our website, email us at reservations@jetquay.com.sg, or contact us by phone. Our Reservations team will guide you through the booking process.

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How far in advance should I book?

We recommend booking at least 48 to 72 hours before your flight. Same-day bookings may be accepted subject to operational availability and applicable surcharges.

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Can I make a last-minute booking?

Yes. Subject to availability, JetQuay accepts same-day bookings. Additional charges may apply.

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What information do I need when booking?

To process your booking, please provide:

• Passenger name(s)

• Flight number

• Airline

• Arrival or departure date and time

• Terminal (if known)

• Number of passengers

• Any special assistance required

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Do children travel for free?

Children are welcome to enjoy JetQuay's services. Charges for children vary depending on the service booked and the child's age.

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Please contact our Reservations team with your travel details, including the ages of any children in your party, and we will advise you on the applicable rates and any available child pricing.

 

Meet & Greet Services

What happens during an arrival Meet & Greet?

A dedicated Guest Relations Officer will welcome you upon arrival and assist you through the airport, including baggage collection, immigration guidance (where applicable), porter arrangements if requested, and onward transfer to your transportation.

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What happens during a departure Meet & Greet?

Your Guest Relations Officer will meet you at the designated meeting point, assist with check-in, guide you through airport formalities, and escort you to your lounge or departure gate according to your selected service.

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When will I receive the details of my Guest Relations Officer ?

Your dedicated Guest Relations Officer will be assigned closer to your service date. You will typically receive your GRO's name and contact details 24 hours before your scheduled service, or earlier where operationally possible.

 

For last-minute bookings, the details will be shared as soon as a GRO has been assigned. If you have not received the information before your service, please contact our Reservations team and we will be happy to assist.

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Can I request a Guest Relations Officer (GRO) who speaks my preferred language?

Yes. If you have a preferred language, please let us know when making your booking. We will do our best to assign a Guest Relations Officer who can communicate in your preferred language, subject to availability.

 

While we cannot guarantee the availability of every language, our team will make every effort to accommodate your request or arrange suitable communication support where possible.

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Do you provide transit assistance?

Yes. JetQuay offers transit Meet & Greet services for passengers connecting through Singapore Changi Airport. Our team will assist you between flights and ensure a smooth connection.

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Can JetQuay help families travelling with children?

Yes. We regularly assist families travelling with infants and young children, making the airport journey more comfortable and convenient.

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Can you assist elderly passengers?

Absolutely. Our Guest Relations Officers provide personalised assistance for elderly travellers and passengers who require additional support.

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Do you provide wheelchair assistance?

Yes. Wheelchair assistance can be arranged upon request at no extra charges, subject to airport and airline procedures.

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Do you provide porter services?

Yes. Porter services are available as an optional add-on to assist with your luggage. Additional charges apply.

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Lounge & VIP Experience

Can I access the JetQuay lounge without booking Meet & Greet?

Lounge access depends on the selected service package. Please contact our Reservations team to discuss the available options.

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What facilities are available in the lounge?

Depending on your selected service, lounge facilities may include:

• Comfortable seating

• Complimentary refreshments

• Wi-Fi

• Shower facilities

• Quiet environment for relaxation before your flight

 

Will you cater food based on my dietary requirements?

Yes. We will do our best to cater to your dietary requirements, food allergies and special meal preferences, provided we receive your request in advance. Please inform our Reservations team at the time of booking or at least 48 hours before your scheduled service.

 

Our team will work with our catering partners to accommodate your request wherever possible. While we strive to meet all dietary needs, certain requests may be subject to availability, and we cannot guarantee a completely allergen-free environment.

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Airport Procedures

Can JetQuay guarantee faster immigration clearance?

JetQuay assists guests throughout the airport journey and facilitates the process where operationally available. However, all immigration clearance remains subject to the procedures and authority of the Immigration & Checkpoints Authority (ICA) and airport regulations.

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Can JetQuay help with customs clearance?

Our Guest Relations Officers will guide you through the airport process. Customs inspections remain at the discretion of the relevant authorities.

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Can JetQuay assist if my flight is delayed?

Yes. We monitor flight schedules and will adjust our operations where possible. Should significant delays occur, our team will contact you if any changes to your booking are required.

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What happens if my flight is cancelled?

Please contact us as soon as possible. We will advise on available options based on our booking terms and operational availability.

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Corporate & Business Travellers

Do you provide corporate travel services?

Yes. JetQuay supports corporate travellers, executives, VIP delegations, government officials and business groups with premium airport concierge services.

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Can travel agencies and companies book JetQuay services?

Yes. We work with travel agencies, airlines, hotels, corporate organisations and event planners. Please submit an enquiry through our Contact Us page and our team will respond as soon as possible.

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Payment

What payment methods do you accept?

We accept major credit cards and other approved payment methods. Corporate billing arrangements may also be available for eligible partners.

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Are there cancellation charges?

Cancellation and amendment policies vary depending on the service booked. Please refer to our Terms & Conditions or contact our Reservations team for assistance.

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Contact

How can I contact JetQuay?

Reservations Email: reservations@jetquay.com.sg

Telephone: +65 6262 2220

Alternatively, submit an enquiry through our Contact Us page and our team will respond as soon as possible.

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Still have a question?

If you can't find the answer you're looking for, please contact our Reservations team at reservations@jetquay.com.sg. We'll be delighted to assist you in planning a seamless airport experience at Singapore Changi Airport.

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