Frequently Asked
Questions

No account is required. You can book any service as a guest using your email address. However, creating an account lets you manage all your bookings in one place, save payment details securely, and receive faster support.

Confirmations are sent instantly to the email address provided at checkout. For some services (such as sleeping pods and meet & greet), you will also receive an SMS with an access code or driver contact details. Check your spam folder if you don't receive it within 5 minutes.

RTG is an official travel services partner for FIFA World Cup 2026 Canada, operating under agreements with the host airports at Toronto, Vancouver, and Montréal. We are not directly affiliated with FIFA's ticketing or hospitality programmes.

Our support team operates 24/7 and can assist in English, French, Spanish, Portuguese, Arabic, and Japanese. Additional languages may be available depending on availability. Contact us via live chat, WhatsApp, or email at support@RTG.ca.

An Airport Transfer Service provides passengers with comfortable and reliable transportation between various locations.
This service can be booked for:
Airport to Hotel
Hotel to Airport
Hotel to Hotel
Point-to-Point Transfers
It ensures a seamless travel experience from arrival to destination.

Booking an airport transfer is simple and convenient:

• Select your Pick-up and Drop-off locations
• Choose the Date and Time of travel
• Review the available fleet options displayed based on your inputs
• Select the vehicle type that suits your number of travelers and luggage capacity
• Proceed with payment to confirm your booking
• Once confirmed, you will receive a booking voucher with all necessary details.

For arrival services, passengers are informed in advance about the meeting point at the airport. Your driver or coordinator will be waiting at the designated meeting point, holding a name board for easy identification.

For arrival transfers, the free waiting time is 60 minutes from the actual flight landing time.
For pick-ups from other locations (such as hotels or offices), the free waiting time is 20 minutes.
After the free waiting period, additional waiting charges will apply.

A 24-hour dedicated customer service team is available via phone and WhatsApp for assistance and coordination.You will receive the contact number along with your booking confirmation voucher, which can be used for any queries before or during the service.

We understand travel plans may change.
Amendments made more than 48 hours before the service time are free of charge.
Amendments within 48 hours are subject to availability and may incur amendment charges, which vary by airport.
For amendment requests, please contact our 24/7 customer support team via WhatsApp or email.

To cancel your booking, please email or message our customer service team. The following refund policy applies:
Cancellations made more than 48 hours before the service time: 100% refund
Cancellations made less than 24 hours before the service time: No refund applicable

An airport Meet & Greet service is a premium offering available at many airports worldwide.It is available for Arrivals, Departures, and Transit passengers.
A dedicated representative meets you at the airport terminal and assists with:

• Baggage handling
• Airport navigation
• Immigration and customs formalities
• Transportation arrangements

This service ensures a smooth, stress-free, and personalized airport experience.

The Fast Lane Service (also known as Fast Track or Priority Service) allows travelers to bypass regular queues at security, immigration, or other checkpoints.
Key highlights:

• Designated priority lanes or queues for faster processing
• Available for both Departures and Arrivals at most airports
• Access is granted via a voucher, which is scanned at the entry of the fast lane

This service saves time and provides a faster airport clearance experience.

The VIP Meet & Greet Service offers the highest level of comfort, privacy, and convenience at the airport.
Usually conducted from a VIP terminal or lounge (separate from the main terminal), this service includes:

• Personalized greetings and assistance
• Fast track processing at security, immigration, and customs
• Baggage handling support
• Lounge access and private waiting areas
• Dedicated escort throughout the process
• Luxury vehicle transfers (where applicable)

This service is ideal for high-profile or luxury travelers seeking an exclusive and seamless airport experience.

While both services enhance the traveler’s airport experience, they serve different purposes:
Aspect Fast Track Service Meet & Greet Service
Nature Queue-skipping privilege Personalized assistance
Scope Provides priority lane access at immigration/security End-to-end assistance from terminal entry/exit
Interaction Self-managed with voucher access Dedicated greeter assists throughout
Experience Faster processing Complete comfort and convenience
In summary, Fast Track is a time-saving access service, while Meet & Greet is a fully guided and personalized experience.

We offer Arrival, Departure, and Transit services at all airports. The Meet & Greet service is further categorized by comfort and inclusions:

1. Basic – Essential assistance for a smooth process
2. Basic+ – Includes additional convenience services
3. Premium – Enhanced comfort and speed
4. VIP – Exclusive, luxury-level experience

Each category offers different levels of support and personalization to match traveler preferences.

Key Service Features	Basic	Basic+	Premium	VIP
Arrival
Greeter monitors the real-time status of your flight	✓	✓	✓	✓
Greeter will meet the passenger at the arrivals gate holdingthe name card	✓	✓	✓	✓
Passenger is escorted to the fast track immigration counter,where available	✓	✓	✓	✓
Luggage Assistance upto 2 bags		✓	✓	✓
Dedicated one-to-one service		✓	✓	✓
Dedicated Porter service			✓	✓
Buggy car transfers, on request, where permitted and subject to availability			✓	✓
Language assistance, on request and subject to availability				✓
Exclusive access to dedicated VIP Terminal space with dining in the lounge, where applicable				✓
Luxury chauffeur-driven car to drive the passenger from airplane to the VIP terminal, where not connected to aerobridge				✓

Key Service Features	Fast Lane	Basic	Basic+	Premium	VIP
Departure
Dedicated Fast Lane for Security	✓	✓	✓	✓	✓
Greeter monitors the real-time status of your flight		✓	✓	✓	✓
Meet and greet kerbside and escort from airport entrance until boarding gate		✓	✓	✓	✓
Assistance through check-in, where applicable		✓	✓	✓	✓
Access to fast-track immigration counter, where applicable		✓	✓	✓	✓
Lounge access			✓	✓	✓
Dedicated one-to-one service			✓	✓	✓
Dedicated Porter service				✓	✓
Buggy car transfers, on request, where permitted and subject to availability				✓	✓
Exclusive access to dedicated VIP Terminal space with à la carte dining in the lounge, where applicable					✓
Guides with multiple languages, on request and subject to availability					✓
Luxury chauffeur-driven car till tarmac from the terminal, where aerobridge is not connected					✓

Key Service Features	Basic
Transit
Flight monitoring will be done real time by the assigned greeter.	✓
Passenger will be met at the arrival gate of the first flight with a name card for the passenger to identify.	✓
Greeter will assist the passenger with flight check-ins and security checks, if needed.	✓
If you have lounge access, the agent will escort you there else you will be escorted directly to the gate for your next flight.	✓

Luggage Assistance is part of the Meet & Greet service, designed to make your airport experience effortless.
A greeter or representative assists you with your bags from the moment you arrive at the terminal, through check-in, or upon arrival after your flight.

• The service typically covers up to 2 bags per passenger
• Any inclusions or limits are clearly stated in your service details

This ensures a smooth and hassle-free journey through the airport.

While both services focus on helping with luggage, they differ in scope:

Aspect	Luggage Assistance	Porter Service
Nature	Guidance and help with luggage during airport procedures	Physical handling and carrying of luggage
Who Provides It	Meet & Greet greeter or airport representative	Dedicated porter or baggage handler
Scope	Assistance with baggage tags, trolleys, and check-in process	Carrying luggage from curb to counter or vice versa

In short, Luggage Assistance ensures your journey is smooth and coordinated, while a Porter Service specifically handles the physical movement of your luggage.

When booking online:

1. Enter your service type, departure, and arrival airports (as per your flight ticket).
2. The system will display all available services at the selected airport.
3. You can review each option’s service inclusions to choose the one that best fits your needs.

This helps you easily compare and select the ideal service for your travel preferences.

No.
The Meet & Greet service is available to all passengers, regardless of their travel class. Whether you’re flying Economy, Business, or First Class, you can enjoy the comfort, convenience, and personal assistance offered by the Meet & Greet team.

Special handling services

To be directed on dedicated WhatsApp of RTG and dedicated email

Language assistance

Porter Services for Events, Sports or media equipments (with/ without carnet)

Transit services where terminals are to be changed

Transit services where bags are not checked-in for final destination

Porterage services where customs assistance is required

Early or late check in services

Urgent bookings or last minute requests

Large Group bookings

Family bookings (more than 3)

Corporate tie ups

Only assistance required after customs to find your transportation services

Wheelchair bookings with the Airlines

Only wheelchair assistance

VVIP handling with special assistance services

End to end services with Airport transfers including infant seat requests

Airport terminal shopping assistance with personal shopper

Airport terminal sleeping pods bookings

Airport terminal Hotel bookings assistance

Baggage storage and delivery off assistance

Visa on arrival assistance

Foil wrapping for baggage assistance

VAT refund assistance

Baggage storage and delivery off assistance

Extended lounge access for a long layover flight

We recommend booking your Meet & Greet or Fast Track service as soon as your flight and travel plans are finalized.
These services are subject to availability at your chosen airport on the selected date and time.

• The standard booking cut-off is 48 hours before the service time.
• For Australian airports, the cut-off is 72 hours.

Early booking ensures your preferred time slot and service availability.

If you need to book a Meet & Greet, Fast Track, or any other service less than 48 hours before your flight:

• Please send us an email or WhatsApp message with your flight details and service request.
• Our team will check availability with the airport and inform you of the confirmation and any applicable additional charges.

Note: The system does not accept online bookings within the cut-off time; a manual confirmation is required.

As the booking portal will not process last-minute requests, you must contact us directly via email or WhatsApp.
If availability is confirmed by the airport, we will share a fresh quote—
please note that standard rates do not apply for bookings made within the 48-hour window.

• Amendments made more than 48 hours before the service time are free of charge.
• Amendments within 48 hours are subject to airport availability and may incur amendment charges, which vary by location.

For amendment requests, please reach out to our 24×7 customer service team via WhatsApp or email.

To cancel your booking, please send a message or email to our customer service team.

Refunds will be processed according to the following policy:

• More than 48 hours before service: 95% refund of fees paid (A deduction of 5% will be charged as an administration and payment gateway charges)
• Fast Lane Service: Where no service agent is provided.
  • Cancellation between 24–48 hours before travel – 45% refund (An additional deduction of 5% will be charged as an administration and payment gateway charges and 50% of fees paid)
  • Cancellation less than 24 hours before travel – no refund
• All other services:
  • Cancellation less than 24 hours before service – no refund

• For arrival flights, your greeter will meet you at the start of the arrivals gate or at the end of the air bridge, depending on the aircraft parking position.
• For departure flights, the greeter will welcome you at the curbside of the airport terminal. They will assist you from the meeting point through the entire process.

Wheelchair assistance must generally be booked directly with your airline, as per airport and airline regulations. However, at select airports where we offer wheelchair support, you may add this request when placing your booking, and our team will confirm its availability.

Yes, we accommodate group bookings of any size.
For groups, we recommend reaching out via email for a personalized quote and tailored coordination to ensure smooth service for all travelers.

Yes, electric buggies (golf carts) can be arranged at certain airports.
However, since not all airports or terminals offer buggy services, availability cannot be guaranteed.
Our team will confirm this option when you place your booking.

Your assigned greeter will be holding a signboard with your name for easy identification at the designated meeting point.
They will also be in uniform or with visible airport credentials, ensuring you can locate them quickly and comfortably.

No. RTG lounge access is available to all passengers regardless of class of travel or frequent flyer status. Simply book your pass, present your QR code at the lounge reception, and enjoy.

Yes. All of our partnered lounges offer access for arriving passengers. Simply book your lounge pass and use it within 3 hours of your actual landing time.

Children under 2 are admitted free when accompanied by a paying adult. Children aged 2–11 require their own lounge pass at 50% of the adult rate. The VIP Suite is adults-only (18+).

All lounges include an open bar (alcoholic and non-alcoholic), hot and cold buffet, barista coffee, and snacks. The VIP Suite additionally offers à la carte dining from a seasonal Canadian menu.

A terminal-connected hotel is physically linked to the airport terminal building via an indoor walkway, skywalk, or airside corridor — meaning you never need to go outside or use a shuttle. All RTG featured hotels that carry this designation are verified as truly connected.

Early check-in (from 6am) and late check-out (until 6pm) can be added as extras during booking, subject to availability. These are confirmed by the hotel 24 hours before your stay. If unavailable, the hotel will offer secure luggage storage at no charge.

Yes. All RTG airport hotel partners are offering exclusive FIFA 2026 match-day packages including early check-in, FIFA merchandise, a breakfast bundle, and a guaranteed late check-out on selected match dates. Contact us for availability.

You need your valid driving licence (English or with an IDP), your RTG booking confirmation, and the credit card used for booking. International licences from all 48 FIFA 2026 participating nations are accepted.

Yes. One-way rentals between Toronto, Vancouver, and Montréal are available. A one-way drop fee applies and varies by route. This is shown transparently at checkout before you confirm.

The minimum age is 21. Drivers aged 21–24 may incur a young driver surcharge of CAD 20/day. All drivers must hold a valid licence for at least 2 years.

Yes. All baggage handled by RTG is insured up to CAD 3,000 per item as standard. Premium cover up to CAD 10,000 per item is available as an add-on at booking.

After landing, our porter collects your bags from the belt while you clear immigration. We wrap, label, and dispatch them to your hotel in a secure vehicle. Most deliveries to downtown Toronto, Vancouver, or Montréal arrive within 2–3 hours of collection.

Yes. Our secure lockers support storage from a few hours to several weeks — perfect if you're doing a multi-city tour during the FIFA tournament.

After booking, you'll receive a unique QR code and PIN by email and SMS. Show the QR at the pod hub kiosk and enter your PIN on the pod door panel. No staff interaction required — instant access.

Yes. Enter your flight number at booking and our system schedules a wake-up 2 hours before departure. You can also request a phone call, in-pod alarm, or a gentle knock. We guarantee you won't miss your flight.

Yes. Every pod is professionally sanitised between bookings using UV-C light and hospital-grade products. Fresh linen and pillow covers are provided for every guest. Housekeeping logs are available at the hub reception on request.

We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and PayPal. All prices are shown in Canadian Dollars (CAD). Your card will be charged in CAD and your bank will apply its own exchange rate for non-CAD cards.

Yes. All payments are processed by Stripe Inc., a PCI-DSS Level 1 certified provider. RTG never stores your full card number. All data is encrypted in transit using TLS 1.3.

Most services offer free cancellation up to 48 hours before the service date for a full refund. Some services (e.g. VIP lounge suites during match days) may have shorter windows. Full details are shown at checkout and in your confirmation email. See also our Refund Policy.

Once approved, refunds are processed within 3–5 business days. The time for the funds to appear in your account depends on your bank or card provider, typically a further 3–7 business days. You will receive a refund confirmation email once initiated.