CUSTOMER SERVICE POLICY .

At Kotoka VIP, we are committed to delivering exceptional, luxurious airport concierge experiences that exceed our clients’ expectations. Our range of services including Commercially Important Persons (CIP) Services, Meet & Greet, Chauffeur Services, Visa Assistance, Private Jet Charter, and Cultural Welcome Experiences is designed to provide comfort, privacy, efficiency, and elegance for every traveler.

This Customer Service Policy outlines our commitment to service excellence, transparency, and professionalism across all touchpoints.

We are dedicated to:

Personalized Attention – Each client receives bespoke service tailored to their travel needs and preferences.

Timely Communication – All inquiries and bookings are acknowledged within 24 hours.

Punctuality – Our staff and chauffeurs ensure timely service aligned with flight schedules.

Discretion & Privacy – We maintain strict confidentiality and data security for all client interactions.

Cultural Sensitivity – Our team is trained to respect and accommodate diverse cultural backgrounds.

24/7 Availability – Our global concierge support team is available around the clock.

Advance Bookings: We recommend booking at least 24-96 hours in advance to ensure availability and personalized arrangements.

Last-Minute Requests: While we strive to accommodate urgent requests, these are subject to availability and may incur additional fees.

Confirmation: All bookings are confirmed via email or WhatsApp with detailed itineraries and contact information.

Accepted Payments: We accept major credit cards, bank transfers, and selected mobile payment platforms.

Payment Terms: Full payment is required to confirm services unless otherwise agreed in writing.

Cancellations & Refunds:

Cancellations made 48+ hours prior to service receive a full refund and processing fess are non refundable.

Cancellations made within 24–48 hours incur a 10% charge as processing fees

Cancellations made under 24 hours or no-shows are non-refundable.

Trained Professionals: Our staff undergo continuous training in hospitality, safety, and cross-cultural etiquette.

Feedback Channels: Clients are encouraged to provide feedback via email or our website. All concerns are addressed within 48 hours.

Client Satisfaction Guarantee: If a service fails to meet our agreed standards, we will take immediate corrective action and offer fair compensation where appropriate.

We prioritize health and safety by:

Ensuring all vehicles and facilities are sanitized before each use.

Equipping staff with necessary protective gear when applicable.

Monitoring local and international travel advisories to adapt our procedures accordingly.

We handle all client data in compliance with international privacy standards. Your personal information, travel details, and preferences will never be shared with third parties without your explicit consent.

For support, bookings, or concerns, please contact:

• 📞 Phone: +233 535 113 435
  📧 Email: [email protected]
  🌐 Website: https://kotokaairportvip.com/
  📱 WhatsApp: +233 535 113 435
• 🕒 Operating Hours:
  Mon-Fri: 9am-5pm
  Sat: 9am-1pm
  Sun: Closed

Thank you for choosing Kotoka VIP. We are honored to be your trusted travel concierge, delivering seamless and luxurious airport experiences wherever you fly.