Question 1

What is SkyEntry?

Accepted Answer

SkyEntry is a platform that lets you book premium airport services: Fast Track (priority access through security), VIP lounge access, and VIP assistance. Available at major French airports.

Question 2

Which airports are available?

Accepted Answer

SkyEntry is currently available at Paris-Charles de Gaulle (CDG), Paris-Orly (ORY) and Nice Côte d'Azur (NCE). New airports are regularly added.

Question 3

How do I book a service?

Accepted Answer

Select your airport, choose your travel date and the number of passengers. After payment, you immediately receive your confirmation by email with a QR code to present at the airport.

Question 4

Do I need to create an account to book?

Accepted Answer

No, you can book without creating an account. However, a SkyEntry account allows you to find all your bookings, benefit from discounts with our subscriptions, and manage cancellations more easily.

Question 5

Are services available for all flights?

Accepted Answer

Yes, our services are available for all departing flights from the selected airport, regardless of the airline. They can be used all day on your travel day.

Question 6

What is Airport Fast Track?

Accepted Answer

Fast Track is a priority access service that lets you go through airport security controls via a dedicated lane, without waiting in line. You save an average of 30 to 45 minutes.

Question 7

How does Fast Track work?

Accepted Answer

After booking, you receive a QR code by email. On the day of your flight, present this QR code and your boarding pass at the Fast Track lane entrance. An agent will guide you to the priority queue.

Question 8

Is Fast Track available for all terminals?

Accepted Answer

Fast Track is available at the terminals indicated during your booking. Precise access point details are provided in your confirmation email.

Question 9

How early should I arrive before my flight?

Accepted Answer

We recommend arriving at security checks at least 45 minutes before boarding. Fast Track significantly reduces waiting time but does not replace standard boarding procedures.

Question 10

Can I use Fast Track with children?

Accepted Answer

Yes, Fast Track is valid for all passengers included in your booking. Each passenger must be registered at the time of booking.

Question 11

What does VIP Lounge access include?

Accepted Answer

VIP Lounge access includes a comfortable relaxation area, unlimited hot and cold drinks, light catering, high-speed WiFi, international newspapers, and in some lounges, showers and workspaces.

Question 12

How long can I stay in the lounge?

Accepted Answer

Your access is generally valid for 3 hours before your flight. Some lounges offer unlimited access on the day of your travel.

Question 13

Can I bring children to the VIP lounge?

Accepted Answer

Yes, children are welcome in most VIP lounges. Children under 2 generally receive free access. A reduced rate may apply for children aged 2 to 12.

Question 14

How do I access the lounge on the day of my flight?

Accepted Answer

After booking, you receive a QR code by email. Present it at the VIP lounge reception along with your boarding pass. The exact lounge location is provided in your confirmation email.

Question 15

What is the difference between different lounges?

Accepted Answer

Each VIP lounge offers its own facilities and services. Detailed information (amenities, capacity, opening hours) is available on each lounge's page during booking.

Question 16

How do I create a SkyEntry account?

Accepted Answer

Click 'Login' in the navigation bar, then 'Create an account'. Enter your email and a password. You can also sign in via Google or Apple.

Question 17

How do I find my past bookings?

Accepted Answer

Log in to your account, then go to 'My Account' in the menu. All your past and upcoming bookings are listed there with their status and QR codes.

Question 18

What is a SkyEntry subscription?

Accepted Answer

Our subscriptions (Explorer, Business, First) offer exclusive discounts on all your airport services. The more premium your subscription, the greater the discounts. Discover pricing on the Pricing page.

Question 19

How do I change my password or personal information?

Accepted Answer

Log in to your account and go to 'My Account'. You can change your password, email and personal information from the settings.

Question 20

What payment methods are accepted?

Accepted Answer

SkyEntry accepts major credit cards (Visa, Mastercard, American Express) as well as Apple Pay and Google Pay. Payments are secured via Stripe.

Question 21

Is my payment secure?

Accepted Answer

Yes, all payments are processed by Stripe, the world leader in online payment. Your banking data is never stored on our servers. Transactions are SSL encrypted.

Question 22

When will I be charged?

Accepted Answer

Payment is processed immediately upon booking confirmation. You receive a payment confirmation by email.

Question 23

Can I get an invoice?

Accepted Answer

Yes, an invoice is automatically generated for each booking and available in your account under 'My Account'. You can download it as a PDF.

Question 24

Can I cancel my booking?

Accepted Answer

Yes, you can cancel for free up to 24 hours before your flight date. A full refund is processed within 5 to 10 business days depending on your bank.

Question 25

What happens if I cancel less than 24 hours before my flight?

Accepted Answer

Cancellations within 24 hours of the flight are generally non-refundable. In exceptional circumstances (airline-cancelled flight, medical emergency), contact our support with the necessary documents.

Question 26

How do I cancel a booking?

Accepted Answer

Log in to your account and access your booking in 'My Account'. Click 'Cancel booking'. If you don't have an account, contact our support with your booking number.

Question 27

What is the refund timeline?

Accepted Answer

The refund is initiated immediately after cancellation confirmation. The receipt time depends on your bank: typically 5 to 10 business days for credit cards.

How can we help you?

General questions

Fast Track

VIP Lounge

My account

Payment

Cancellation & Refunds