FAQ

Where should I meet the driver at the airport?

To avoid congestion, we have designated specific meeting locations for each airport. When you book our service, we will send you a confirmation letter that includes a map and photos of the meeting location. Please refer to that information for the exact meeting point.

The flight seems to be delayed (or arriving early)

We constantly monitor flight information in our customer support team. The meeting time is set according to the actual arrival time, and if the flight arrives early or is delayed, we adjust the meeting time based on the actual arrival time. Please be aware of this in advance.

What should I do if I can’t make it to the meeting time?

If you are unable to make it to the meeting time, such as due to getting held up at baggage inspection, please contact our support immediately. If more than 30 minutes have passed since the meeting time, a waiting fee of 1,000 yen per 10 minutes will be charged.

Is it possible to request to pick up someone other than myself at the airport?

Yes, it is possible. It is a common request to arrange airport pickups for family members, superiors, or colleagues. For more information, please refer to the Arrange Transfer for someone else page.

How far in advance should I set the pickup time before the departure time of the flight?

Typically, it takes approximately 1 hour from Osaka city center to Kansai International Airport, and around 1.5 hours from Kyoto city center. It is desirable to arrive at the airport approximately 2.5 hours before the departure time. Based on this information, it is recommended to schedule the pickup time from Osaka city center to Kansai Airport 3.5 hours before the departure time, and from Kyoto city center to Kansai Airport 4 hours before the departure time.

What airports can you provide transportation to?

Our main service is Airport Transfer to Kansai International Airport. However, we can also provide transportation services for Airport Transfer to Itami Airport and Airport Transfer to Kobe Airport. For more details, please refer to the respective service pages.

Is it possible to come and pick me up from two different hotels?

Yes, it is possible. If the two hotels are within 2km of each other, we can provide pickups from both locations for an additional flat fee of 3,000 JPY. For pickups from two locations that are more than 2km apart, a separate estimate will be provided.

Is it possible to come and pick me up from a private house?

Yes, it is possible. We often provide pickups from private houses in addition to hotels. Our drivers are all from the Kansai region, so they have detailed knowledge of the roads and can go to any location in the Kansai area for pickups.

When is the recommended deadline to make a reservation?

We do not have a specific rule regarding the deadline for bookings, but we recommend making your reservation well in advance. As the date approaches, it becomes more challenging to secure the vehicles. As a guideline, we suggest submitting your reservation at least one week prior to your desired date to increase the chances of securing the vehicle.

Is it possible to make a reservation for someone other than myself?

Yes, it is possible. We often receive requests to arrange airport transfers for family members, superiors, or bosses. For more details, please refer to the Arrange Transfer for someone else page.

What types of vehicles do you have available?

We have a total of five types of vehicles available. These include the Standard Sedan Cars such as the TOYOTA Crown and Toyota Prius, Business Class Sedan Car which is the Toyota Zero Crown, the 6 Seater Mini Van which is the Toyota Alphard, and the 9 Seater Jumbo which is the Toyota Hi-Ace Grand Cabin. For more information, please refer to the respective pages or visit our vehicles page.

What equipment and amenities do the vehicles have?

As part of our standard in-car services, we provide three amenities: in-car Wi-Fi, mobile battery chargers, and translators. For more details, please refer to the Our Features page.

How many suitcases can be accommodated?

The number of suitcases that can be accommodated depends on their size. In a sedan taxi, we can generally fit 2 suitcases, while in a minivan (Toyota Alphard), we can accommodate around 6 suitcases. For our jumbo vehicle (Toyota Hi-Ace), it is possible to fit approximately 10 suitcases. We have included photos of the trunk with suitcases loaded on the vehicle introduction pages for your reference. Please take a look at each vehicle’s specific page for visual representation.

What payment methods are available?

Our payment method is limited to online prepayment via credit card only. We do not support in-car payments on the day of service, so please understand and take note of this.

Is it possible to make payment with a credit card under someone else’s name who is not the service user?

Yes, it is possible. It is common for the service user and the applicant to be different individuals. You can use a credit card under the name of the applicant to make a reservation and payment for someone else’s transfer.

Can you issue a receipt?

Yes, it is possible. We can send a receipt in PDF format to the customers upon completion of the service, which can be used for expense purposes.

What kind of people are the drivers?

All of our drivers are licensed Japanese taxi drivers. They are all from the Kansai region, so they are familiar with the roads, hotels, and other locations. For more information, please refer to About US page.

Can the drivers speak English?

Unfortunately, most of our drivers do not speak English. However, we have an English-speaking customer service department available, and they will provide real-time support via WhatsApp or other means during your service. We have not encountered any issues due to language barriers in the past, so please rest assured.

Will I be charged if I’m late?

Yes. If you arrive more than 15 minutes later than the scheduled pickup time, an additional fee of 3,000 yen will be charged for every 15-minute increment. To avoid unnecessary charges, we kindly ask that you arrive on time.

Is there a cancellation fee?

If the service is canceled due to flight cancellation, no fees will be charged. For cancellations due to other reasons, a flat cancellation fee of 4% of the total payment will be applied. Additionally, cancellations made within 24 hours of the scheduled service time will incur a 50% fee. For more details, please refer to our Cancellation Policy page.

How long does it take to receive a refund in case of cancellation?

Typically, refunds are processed within approximately 5–10 business days after the cancellation procedure has been completed.