FAQs
Find answers to common questions about our transfer services and bookings.
What if my flight is delayed?
We monitor your arrival flight into Japan and adjust pickup timing accordingly.
If your arrival flight is severely delayed or canceled and the driver can no longer be rescheduled due to operational limitations, your booking can be canceled with a full refund.
Please note flight tracking does not cover delays caused after landing, such as immigration, customs, baggage claim, or airport congestion.
How do I meet my driver? Will there be a name sign?
Your driver will send meeting instructions in advance via WhatsApp.
Meet & Greet with name sign is available when included.
How do I contact the driver on the day?
Your driver will contact you directly via WhatsApp before pickup.
Please provide a valid WhatsApp number and remain reachable.
Can I change my pickup time or destination?
Changes requested over 24 hours in advance are usually possible.
Within 24 hours, changes depend on driver availability and may involve additional charges.
Can drivers communicate in English?
Drivers can provide basic English communication and may use translation apps when needed.
Our support team is available in English before and during your trip.
How do I choose the right vehicle?
Detailed vehicle and luggage guidance is available in the vehicle information section on our website.
If unsure, contact us before booking.
Can I request child seats?
Japanese regulations do not require commercial vehicles to provide child seats.
We can provide one complimentary booster seat for children approximately ages 3–6 upon request.
How much free waiting time is included?
Airport transfer (with flight tracking): 90 minutes after landing
Custom pickup time: 30 minutes
Hotel pickup: 15 minutes
Please contact us if you expect delays. Additional waiting time: 2,500 yen / 30 minutes
What happens after booking?
You will receive a trip confirmation email about 3 days before service.
Your driver will contact you via WhatsApp on the service day.
How should I set my airport departure pickup time?
We recommend arriving at the airport at least 3 hours before your flight for international departures.
Please check the estimated travel time between your hotel and airport using Google Maps, then allow an additional 30 minutes buffer for traffic or unexpected delays when selecting your pickup time.
If you're unsure, feel free to contact us for advice.
Are late-night pickups subject to extra charges?
Late-night or early-morning services may incur surcharges.
Do you provide Airbnb pickups?
Yes, hotels, Airbnb and private residences are supported.
Can I have multiple stops?
Extra stops may be arranged upon request and may incur fees.
What if I exceed luggage or passenger limits?
If luggage exceeds the selected vehicle capacity, please contact us in advance to upgrade.
If the driver determines on the day that excess luggage creates a safety issue, transportation may be refused for the excess amount.
Can I pay in cash?
Advance payment is generally required.
Optional add-ons can be booked in advance.
If trip changes create additional charges, payment may be made in Japanese yen cash directly to the driver.
Can I bring oversized luggage (ski, golf, stroller)?
Please inform us in advance so suitable vehicles can be arranged.
What is your cancellation policy?
Cancellation terms vary by booking and are shown before confirmation.
Still Have Questions?
Email us anytime — we’re happy to help with routes, luggage, or special requests.
