Get your questions answered before you book.
Is the price fixed?
The price shown when you book is the total you pay, including motorway tolls, taxes, late-night and early-morning surcharges, parking, fuel and GPS. If you request additional stops or a route change, we will provide a written quote first and charge only after you confirm it.
What if my flight or terminal changes?
We track your flight and adjust the arrangements to your actual arrival. After landing, we wait free of charge for 90 minutes on international flights and 60 minutes on domestic flights. If your flight is cancelled or rescheduled, submit your new flight details and choose a free reschedule or a full refund.
What if I cannot find my driver at the airport?
Stay in the arrivals hall and contact us through the contact link on your booking page; we will immediately help you meet up. If your confirmed driver does not show up, the service is free of charge with a full refund, we cover the full cost of replacement transport, and we pay ¥10,000 in compensation.
What if I have lots of luggage or need a child seat?
When booking, please enter the number of passengers, the approximate size of each bag, and the number of pushchairs and child seats. If we charge for a child safety seat, we state the fee before you book; the current rate is ¥2,000 per seat. The actual vehicle and luggage capacity are those shown in your quote and order confirmation page.
Can I make changes after booking?
Yes. Submit your changes through your booking page and our round-the-clock multilingual support team will take care of them. For changes that add stops or alter the route or destination, we will provide a written quote first. Cancellations and refunds are governed by our cancellation policy and your order confirmation page.
Is Flexible 5-Hour right for me?
It suits only a small number of trips that need a continuous vehicle after arrival and before check-in, or after check-out and before departure. Please enter your actual times, locations and flight requirements in full first; for departures, meeting the airport arrival deadline always comes first.
Where can I see my information after booking?
Your booking page brings together your driver, vehicle, meeting point, contact options and available status updates. Before departure, we send you the booking link again.