[Member services] How to Request Elite Personal Assistant (EPA)

Through the Member Contact Center, members can request EPA Service for their international arrival, departure, and connecting flights by providing us with flight information, such as the date, time, and flight number.

What exactly is the EPA?

An Elite Personal Assistant (EPA) is our staff member who assists members with using fast-track immigration formalities, luggage claims, and travel-related activities at Suvarnabhumi Airport and Phuket Airport. EPA service is available for international flights only.

What makes our Elite Personal Assistant stand out in the airport?

At Phuket Airport and Suvarnabhumi Airport, our Elite Personal Assistants wear golden uniforms with a signboard bearing the names of members. While they do not have a distinctive uniform, our representatives at other airports display a signboard with the names of the members.

Can EPA look after my family members or a guest?

Only Thailand Elite Members are assigned Elite Personal Assistants (EPA). If the immigration officer permits it, a member's guests may be qualified to use the fast-track immigration procedure. However, if they are not traveling with members, a member's guests are not permitted to use the EPA Service.

Do I need to reserve EPA service separately if I reserve a complimentary transfer service?

When you fly on an international flight, EPA service is automatically included in the complimentary transfer service. An EPA service is already provided when you make a reservation for your complimentary transfer service to and from Suvarnabhumi Airport and Phuket Airport; you do not need to make a separate reservation for this service. However, if you're making your own travel arrangements to get to and from Suvarnabhumi Airport and Phuket Airport, you can reserve our EPA service to give you support while you're there. Please remember that only international flights are eligible for EPA service.

What time would be ideal to meet with the EPA if my flight leaves at six in the evening?

Setting a meeting time (or meet-up time) with EPA for your international departure flight at least 1.30 hours before takeoff is strongly advised. The best time to meet with EPA should not be later than 4.30 p.m. if your flight leaves at 6 p.m. However, this also depends on the rules set forth by each airline regarding the hours that their check-in counters are open. To schedule a meeting with the EPA, feel free to contact the Member Contact Center.

When is the best time for a car to pick me up from my house (for transfer service) if my flight takes off at 6 o'clock?

It is strongly advised that you schedule a pick-up for your international flight at least 2.30 hours before takeoff. The best meeting time with EPA should not be later than 3.30 p.m. if your flight departs at 6 p.m. The rules each airline has set forth for the hours that its check-in counters must be open also play a role in this. Set a pickup time at your convenience by speaking with the Member Contact Center.

If my arrival flight is delayed, will I be assessed a fine?

If they use the exact flight number listed on the reservation confirmation, members will not be penalized for a delayed flight. When you arrive in Thailand at Suvarnabhumi Airport or Phuket Airport, our Elite Personal Assistant always keeps an eye on your flight to make sure they will be there to meet you. If your flight is delayed significantly and you are assigned to a new flight, please notify the Member Contact Center immediately so that they can update your flight information and make arrangements for a smooth service for you.

What if my outbound flight is a little late?

Your pre-arranged pick-up time or meeting time may be modified if there are more than 12 hours left before the service time and if the airline has informed you of the delay of your scheduled flight.

Is EPA service required to be scheduled in advance, or can I just show up at Suvarnabhumi Airport?

It's not always possible to walk into an EPA office and get service. For arrival flights, reservations for EPA services must be made through the Member Contact Center at least 24 hours before the flight's arrival time or your preferred pick-up time (for departure flights). All EPA service requests must be made with less than 24 hours notice, and such requests won't be honored.

Which airports offer EPA service?

Phuket International Airport and Suvarnabhumi Airport.