FAQs

We have just updated our booking system to improve our customer service. Now you’ll be able to check your drop-off/pick-up zone instantly, add tickets and other add-ons to your cart and manage your account online. While you’re getting used to our new booking system – we’ve included some FAQs for you below.

Booking as a guest or a member

If you’ve not booked with us before, you can choose to book as a guest or register as a new member.

 1.    What are the benefits of registering as a member?

As a registered member, you can retrieve your purchase history easily and quickly. By creating a profile, you can store your user and credit card details for faster purchase transaction processing in future. You will also be the first to hear about our latest updates and promotions.

 2.    How do I register as a member?

Simply click on the Register button, fill in your details and confirm your password.

 3.    I registered as a member previously. I don’t know my password but the website is asking for one. Do I need to register again?

If you’ve booked a VIP Service on the old website before, you will have an account automatically created for you in the new system.

You would have received an email from us to notify you of the system migration as well as your username and temporary password. The username is the email address which you previously used to make your bookings. Don’t forget to change the temporary password!

You can also email us at VIPservice@KLIAekspres.com to check.

 4.    Are my previous bookings being transferred to the new system?

Your previous completed assignments will not be transferred to the new system. A new purchase history will be created when you start making bookings using the new system.

However, your current booking which has not been fulfilled yet will be transferred to the new system. You can call our Hotline or email us at VIPservice@KLIAekspres.com to check.

5.    Can I modify my profile or password later?

To view or modify your profile after registration, go to http://14.1.197.36/kliaekspres-uat/purchase-history. You can view your purchase history as well as change your password here. You can also modify your current booking up to 12 hours before the designated drop-off/pick-up time.

 6.    Can I still modify my booking as a guest?

You can modify your current booking up to 12 hours before the designated drop-off/pick-up time even if you are not registered as a member. Please search your current booking using your booking confirmation number and email address.

Note: the booking modification function is not available yet. You can call our Hotline or email us at VIPservice@KLIAekspres.com for assistance.

An Admin Fee of RM10 may be applicable depending on the modification requested.

 

Booking VIP Service online

1.    The VIP Service fare depends on the zone of my drop-off/pick-up point. How do I know which zone mine falls under?

Our new system can automatically determine the zone when you enter your drop-off/pick-up point. We use Google Maps to determine its distance from KL Sentral Station.   Our driver may choose to take a route that is the fastest (although not necessarily the shortest), depending on the traffic condition at that time. No additional cost will be charged.

• Zone 1: less than 15km from KL Sentral Station (generally, city centre destinations fall into Zone 1)
• Zone 2: less than 30km from KL Sentral Station

Please note that the zone assignment is an estimation based on Google Maps. If the actual location differs, the correct fare will be charged upon arrival.

 2.    I don’t have the full address of the hotel I am staying at. Can your system help me locate it?

Yes, we use Google Maps to locate your drop-off/pick-up point and determine the zone. The zone assignment is an estimation based on the Google Maps.

Please ensure you type in the correct full name of the hotel and choose from the options offered by Google Maps. For a residential address, please ensure you type in the full address including house number or apartment/condominium name and block number, street name and town.

3.    Google Maps is not able to locate my exact home address – it keeps showing the main street in my residential area. I am worried that your driver will not be able to find my house to pick me up.

In such cases, you need to ensure you type in the full address as the system will record it in your booking. The full address will be shown in your booking confirmation voucher. The driver will refer to this address for your pick-up. If the actual location differs, the correct fare will be charged upon arrival at the VIP Service Counter.

4.    The system is only showing the flight arrival time in 15-minute intervals. Will your staff know when exactly to expect me?

As part of their daily routine, our VIP Service Representatives will check and confirm that your flight arrival details match the flights arriving or departing that day. At the airport, the paging screen will display your name and flight number before your scheduled flight arrival time and will continue to be displayed up to 2 hours. This is to take into account your dwell time in the Satellite Building before Immigration clearance.

5.    Our flight will be arriving at 5 minutes past midnight. Can we book the VIP Service to take us to the hotel?

Our last train from KLIA is at 1:00am daily and we can accept a booking for flight arriving not later than 11:30pm. This is to ensure that there is no missed transfer in case of flight or baggage reclaim delay.

6.    Our flight from Sydney is scheduled to arrive at 4:30am. As this is our first visit to Malaysia, can we book your VIP Service and arrange for meet-and-greet service on arrival?

Our counter operation hours at the airport are from 6:00am to 11:00pm daily. The earliest we can arrange for a VIP Service meet-and-greet is at 5:30am.

 7.    My flight is at 7:00am. I am thinking of catching the first KLIA Ekspres train at 5:00am to KLIA2. Can I arrange for a pick-up from my hotel at 4:30am?

The earliest pick-up time from home/hotel that we can accept is at 4:30am. We normally recommend the pick-up time to be at least 3 hours before the flight departure time. Nevertheless the system can still accept a minimum pick-up time of 2 hours prior to flight departure time.

Please ensure sufficient time is allocated between your pick-up and flight departure time, and take into account the pick-up location and traffic conditions at that time.

8.    I have an early morning flight out of KLIA at 3:00am. I want to take the last KLIA Ekspres train from KL Sentral. Can I still book the VIP Service pick-up from my house?

The latest pick-up time from home/hotel that we can accept is at 11:45pm. You can take the last KLIA Ekspres train from KL Sentral at 12:40am. Please ensure sufficient time is allocated between your pick-up and flight departure time, and take into account the pick-up location and traffic conditions at that time.

9.    I am flying with AirAsia into Kuala Lumpur. Do I choose from KLIA or KLIA2 to the city centre? Will someone meet me on arrival at the airport?

All low-cost carrier flights including AirAsia land at KLIA2. Our representative will page for and meet you on arrival. Please refer to the direction map for the VIP Service Meet & Greet location.

 10.  What happens if my flight is delayed and I am not able to catch the last train into the city?

Our counter operation hours at the airport are from 6:00am to 11:00pm daily. As we do monitor flight arrival times and any possible delay, we will assess the situation and assign our representative to assist guests who are delayed beyond the booked time where possible. However in the event that the train services have ended for the day, we will advise our guests to look for an alternative mode of transport. A full refund will be given through your credit card in this case.

11.  Will I be able to get a seat on the train? Do I need to reserve a seat when booking my VIP Service?

You do not need to book a seat on the train. We are introducing a VIP Service Priority Seating zone onboard the train soon for the comfort of our VIP Service passengers.

12.  I am travelling with my young children aged 1, 3 and 5. Can I request for child car seats for all of them?

You may request for child car seats for your children. However, we only provide one standard type which is a forward facing seat for children weighing 20-40 pounds (8-18kg) and up to 40 inches (101cm) in height.

13.  We are carrying a lot of luggage with us. We are not sure if the luggage will fit into the car.

Please refer to the vehicle capacity information.

 14.  Where should I wait for the driver if I am staying at a hotel?

You just need to identify yourself at the hotel concierge area at the selected pick-up time. Our driver will be at the pick-up point 15 minutes before the indicated pick-up time.

15.  Is the fare quoted inclusive of the train and limousine transfer?

Yes, the fare quoted includes the train and limousine transfer as well as the meet-and-greet and dedicated porter services.

16.  Is there an extra charge for a child seat?

No, there isn’t any extra charge for a child seat.

17.  Can I use an overseas-issued debit/credit card for the online payment?

Yes, we accept Mastercard, Visa and American Express cards.

18.  I didn’t receive any email notification to confirm my booking. My bank confirmed that the payment is successful. What should I do?

If you have registered as a member, please check your Purchase History to see if the transaction has been recorded. You can retrieve your VIP Service booking confirmation voucher here. If it is not found, please contact us for assistance.

19.  I cannot open the booking confirmation voucher attachment.

To view the pdf attachment, you must have Adobe Acrobat Reader installed on your computer.

 20.  Can I simply show my booking confirmation voucher that is displayed on my mobile screen to your representative when I arrive as I don’t have access to a printer?

Yes, you can just show the booking confirmation voucher on your mobile screen.

We require that you present your passport or any other proof of identification for verification purpose at the counter.

 

Hotline & Walk-in Bookings

 1.    I am not able to make an online booking. What other options for booking do I have? Do I have to pay an extra charge?

You can call our Hotline at +603 2278 9009 (daily from 6:00am to 11:00 pm local time) or email to VIPservice@KLIAekspres.com. An Admin Fee of RM10 will be charged for assisted bookings or modifications.

We can also assist a walk-in passenger on the spot, however the booking confirmation would be subject to vehicle availability. Our counter operation hours at the airport are from 6:00am to 11:00 pm local time.

2.    I don’t have a credit card to make online payment? Can I book first and pay later?

You can call our Hotline at +603 2278 9009 (daily from 6:00am to 11:00 pm local time) or email to VIPservice@KLIAekspres.com. An Admin Fee of RM10 will be charged for assisted bookings or modifications.

3.    Can I book and make payment online for a VIP Service on behalf of my parents? Do you need my credit card proof for verification?

Yes, you can book and pay online on behalf of other people. The credit card proof is not required but we need to verify the passenger identity at the point of meet-and-greet.

Kindly inform your parent whose name is stated during the VIP booking as the passenger for meet-and-greet/paging purpose to present his/her passport or any other proof of identification.

 4.    How can I make a VIP Service booking for my boss?

You can book and pay online on behalf of your boss. You can also call our Hotline at +603 2278 9009 (daily from 6:00am to 11:00 pm local time) or email to VIPservice@KLIAekspres.com. An Admin Fee of RM10 will be charged for assisted bookings or modifications.

5.    When is your VIP Service Counter at the airport open?

Our counter operation hours at the airport (KLIA & KLIA2) are from 6:00am to 11:00pm daily.

 

Cancellations & Refunds

1.    My travel plan has changed and I won’t be flying into Kuala Lumpur until the following month. Can I modify my booking details or do I need to cancel the booking and make a fresh one?

You can modify your current booking as a registered member or a guest as long as it is done more than 12 hours before the pick-up time. An Admin Fee of RM10 may be applicable depending on the modification requested.

Note: the online booking modification function is not available yet. Please email to VIPservice@KLIAekspres.com or call our Hotline for assistance.

2.    My flight was cancelled at the last minute. Can I get a full refund on my booking?

For flight cancellation/delay which is beyond your control, we can permit a full refund request upon confirmation of the flight cancellation/delay.

3.    I forgot that I booked the VIP Service and took another mode of transport instead. Can I get a refund?

In this case, we will consider it as a ‘No Show’. Unfortunately, we won’t be able to process your refund request.

 

 Other service-related questions

 1.    What if I miss the paging upon arrival? Where should I go to in order to get my ticket and further assistance?

If you miss the paging upon arrival, please proceed to our VIP Service Counter at the Baggage Reclaim Hall. For directions, click here.

2.    As I am travelling with my parents and kids, will the porter be able to help us with our luggage and strollers from the airport to the hotel?

We assign a dedicated porter to each of our VIP Service assignment. He will escort and assist you with your luggage from the Baggage Reclaim Hall all the way to the train platform, onboard the train to KL Sentral and into the limousine. Do note that the responsibility for your belongings will still lie with you.

3.    Do I have to tip the porter?

You don’t need to tip the porter.

4.    My mother is wheel-chair bound and travelling alone. Will you provide assistance on arrival and until she reaches the hotel?

We recommend that you request for Special Assistance upon flight landing from your airline. Please inform your airline and the appointed Special Assistance staff that a KLIA Ekspres VIP Service booking has been arranged for your mother, and to proceed to our VIP Service Counter at the Baggage Reclaim Hall. The directional map can be shown to the staff if necessary.

The staff will escort your mother from the landing gate through to Immigrations. Our VIP Service Representative will be on standby to meet and greet at the Baggage Reclaim Hall. Your mother will be escorted and assisted by our dedicated porter all the way to the train platform, onboard the train to KL Sentral and into to the limousine at KL Sentral.

5.    I am a female travelling alone and I am requesting for a pick-up at 5am from my house. How safe is it to take the limousine at this hour?

We work with a reliable service provider with a good track record. We have had no untoward incident to date and we will continue to monitor their performance and safety records.