The short version
- Every service on this site: cancel free up to 24 hours before the scheduled flight time.
- Inside 24 hours: non-refundable, because the airport pass has been issued against your names.
- If we cancel, for any reason at all, you choose a new date or a full refund — however close to departure it happens.
The window that applies to your booking is stated on the listing before you book, on your voucher, and in the confirmation email. Where this page and your voucher differ, your voucher wins.
Cancellation windows in detail
| Type of booking | Free cancellation until | After that |
|---|---|---|
| Arrival fast track | 24 hours before the scheduled landing time | Non-refundable — the pass is issued in your names |
| Departure fast track | 24 hours before the scheduled departure time | Non-refundable |
| Both legs on one booking | 24 hours before each leg, cancellable separately | The cancelled leg is non-refundable; the other stands |
| A vehicle added to a booking | 24 hours before the pick-up | Non-refundable |
All times are Thailand local time (UTC+7), measured against the scheduled flight time on your confirmation — not against the date. A 07:00 landing must be cancelled by 07:00 the previous day.
How to cancel
Any of these works, and all of them are logged:
- Reply to your voucher email with the word "cancel" and your booking reference.
- Email info@accesstransitexpress.com with your reference.
- Message the operations number on your voucher on WhatsApp.
- Call +66 84 094 2557, 24 hours a day, every day.
We acknowledge every cancellation in writing within one business day, stating the amount being refunded and the date it was issued. If you do not get that acknowledgement, assume we did not receive the cancellation and contact us again — do not rely on an unanswered message.
The timestamp we use is when your cancellation reaches us, not when you sent it. Send it with enough margin if you are close to the window.
How long refunds take
- We issue the refund within one business day of acknowledging your cancellation.
- Card refunds typically appear in 5 to 10 business days. Some issuers outside Thailand take up to 15. That period is set by your bank, not by us.
- Bank transfers are returned to the originating account within 3 to 5 business days.
- Bank transfers are returned to the originating account within 3 to 5 business days.
Refunds always go back to the original payment method. We cannot refund to a different card, a different person, or as cash. If the original card has expired, your bank normally routes the refund to its replacement automatically; if it was closed, contact your bank first and then us.
Refunds are made in Thai baht, for the exact baht amount charged. If your card is denominated in another currency, the amount you receive may differ slightly from what you originally paid, because your bank applies its own rate on the day of the refund. That difference is between you and your issuer; we neither set it nor benefit from it.
If we cancel
When the cancellation is on our side — a mechanical failure, an unavailable supplier, insufficient numbers on a shared departure, a marine department closure, or anything else — you choose between:
- the same experience on another date, at the price you already paid, even if the price has since risen;
- a different experience of equivalent value, with any difference refunded or charged; or
- a full refund of everything you paid.
This applies however close to departure the cancellation happens, and it applies to bookings that are otherwise non-refundable. We do not offer credit notes in place of refunds.
Cancelled and diverted flights
If your airline cancels or diverts, tell us as soon as you know. A booking that cannot be used because the flight did not operate is refunded in full or moved to the replacement flight, whichever you prefer — the 24-hour window does not count against you when the airline is the reason.
A delay is different and simpler: we track the flight and your escort moves with it, at no charge and with nothing for you to do.
No-shows
On arrival there is very little that can go wrong: your escort is waiting at the aircraft door and we are tracking the flight. If you leave the aircraft and walk on without them, contact the operations number immediately and we will try to intercept you before immigration.
On departure, if you are not at the agreed meeting point the escort waits, then stands down. Arriving too late for the service to be performed is a no-show and no refund is due — but call us first, because we can usually still find you inside the terminal.
Changing a date instead of cancelling
Date changes are free within your free-cancellation window, subject to availability on the new date and to any price difference. Outside the window we will still try, and we succeed more often than not — but we cannot promise it, because the supplier may already have committed the capacity.
Partial refunds
If part of the service cannot be delivered — a priority lane closed by the authority that day, a porter or buggy unavailable — we refund the difference between the tier you paid for and the one actually delivered. On a both-legs booking, an undelivered leg is refunded at the price it would have cost on its own.
Reducing the number of passengers before the flight is treated as a partial cancellation of those places, under the same 24-hour window.
Bookings that are non-refundable from the start
Nothing on this site is non-refundable at the point of booking. Every service carries the 24-hour free cancellation window described above; it is only inside that window that a booking becomes non-refundable, because the airport pass has by then been issued against your passport details.
Even on those bookings, if we cancel, or an event outside anyone's control prevents the service, you receive a full refund.
If you disagree with a decision
Write to info@accesstransitexpress.com with your booking reference. We acknowledge within one business day and give a reasoned decision within five. If you are still not satisfied, the escalation route — including your right to raise the matter with your card issuer — is set out in the disputes and chargebacks policy.
We would genuinely rather refund you than have you file a chargeback. Ask us first.