Frequently Asked Questions
Q: What’s the difference between an airport transfer and a private charter?
A: With an airport transfer, either your pick-up or drop-off location will be an airport. Most often, people use this service to go from a hotel or tourist spot to the airport. There are no stops for shopping, dining, or other breaks during an airport transfer.
Q: Is airport transfer available for only two airports?
A: While Kansai International Airport (KIX) and Osaka Itami Airport (ITM) are our primary pick-up and drop-off locations, we can also arrange transfers to and from other airports, such as Kobe Airport (UKB). Please feel free to contact us with your specific requests.
Q: What should I do if my flight is delayed for an airport transfer?
A: Please contact us as soon as you know your updated arrival time. Flights can sometimes arrive 10 minutes early, be delayed by 10 hours, not take off at all, or even land at a different airport. Please reach out to us via social media or email first.
If our taxi has already arrived at the airport, an additional ¥1,000 will be charged for every 10 minutes past your scheduled pick-up time. However, due to airport parking regulations, this grace period is limited to 30 minutes. If the delay exceeds 30 minutes, your reservation will be considered a customer-initiated cancellation.
Please note, if our taxi has not yet departed for the airport, a free cancellation might be possible. For KIX transfers, our taxis typically depart from Osaka city 90 minutes before your scheduled meeting time.
Q: How can I use a private charter?
A: Private charters are often used for 6-12 hour sightseeing tours. However, we also offer original multi-day charter courses, such as a 3-night, 4-day or 4-night, 5-day trip. For instance, you could “arrive in Japan via Kansai International Airport, tour Osaka, Kyoto, Nagoya, Shizuoka, and Tokyo, and then depart from Narita International Airport.”
Please share your preferences with us! We’ll then create a customized itinerary and quotation just for you.
Q: How do I make a reservation?
A: Please submit your reservation request via our request form. We require detailed information to arrange the appropriate vehicle and driver, so be sure to fill out every required field. If any fields are left blank, you won’t be able to submit the form.
Once we’ve secured your vehicle and driver, we’ll send you a payment email. Please complete the payment promptly upon receipt of this email. Your reservation will only be confirmed after payment is successfully processed. Reservations will not be finalized without advance payment.
Q: What should I do if part of my reservation changes?
A: If there are any changes to your vehicle type, departure time, pick-up location, drop-off location, or number of passengers, please notify us immediately by email. For certain designated hotels, changes can also be made by phone. Depending on the nature of your changes, additional charges or refunds may apply.
Q: What payment methods do you accept?
A: Our primary payment method is credit card pre-payment. We accept major credit cards including MasterCard, VISA, American Express, JCB, and Diners Club.
For additional charges only, we also support QR code payments. The accepted QR codes are AliPay, UnionPay, and WeChat Pay.
Q: My plans have changed significantly. How will payments and refunds be handled due to these changes?
A: Let’s say you’ve made Reservation ① and completed its payment. Later, some of your plans for Reservation ① change. We’ll refer to this modified booking as Reservation ②.
If the details of Reservation ① and Reservation ② differ substantially, Reservation ② will be treated as a new booking, and you’ll need to complete a new payment for it. Following that, we will process the refund for Reservation ①.
Refunds will generally be processed according to our cancellation policy.
Q: Can you tell me about your refund policy?
A: If you cancel your reservation due to your personal circumstances, we’ll issue a refund in accordance with our cancellation policy.
Please note that a designated refund processing fee will be applied to all refunds.
Q: What about credit card fees if I cancel?
A: If you cancel your reservation due to your personal circumstances, you may incur credit card fees as determined by your credit card company. For details, please contact your credit card provider directly. Additionally, in such cases, any fees charged by our payment processing company will be your responsibility.
Please note that if we cancel your reservation due to our circumstances, you will not be charged any credit card fees.
Q: Where will my refund be sent?
A: Any refunds from us will be issued directly back to the credit card company you used for the payment.
Q: When will I receive my refund from your company?
A: We’ll promptly process your refund with our payment processor here in Japan. However, due to the billing and payment cycles of both the Japanese payment processor and your credit card company, you might still see the original charge appear on your statement. Rest assured, the refund will definitely be processed from our end. There’s no need to worry.
Q: When paying online, how are customers’ card details managed and protected?
A: We primarily use the Stripe payment system, which is utilized by global companies like Amazon and Google. Your card information is never used or stored by us. It is directly processed through Stripe’s secure payment system, so you can be confident that your data is safe.
Additionally, for some payments, we use AirPAY, which is operated by the Japanese company Recruit Co., Ltd. Both of these systems have strong security measures in place, so you can rest assured.
Q: How can I get details about buses, limousines, or helicopters?
A: We’ll need to hear your specific requests before providing details on buses, limousines, or helicopters. As these are all custom courses, please contact us via the request form with your inquiry.
Q: Can I request hotel or restaurant reservations?
A: We are not a travel agency, so we cannot make reservations on your behalf as a paid service. However, we can offer advice and answer your questions as a complimentary service. Please make the reservations yourself.
