Your journey. Our responsibility, all the way.
Peace of mind is not a slogan. It means we already know who needs to do what when your flight is delayed, you cannot find your driver, your plans change at short notice or your driver does not show up. MoveGlobal makes support, meet-and-greet, flight monitoring, transparent pricing, service recovery and compensation part of our published service standards. We do not leave customers to deal with losses alone.
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Someone is responsible for your booking at every stage
Once your booking is confirmed, you have support throughout every stage of your journey. Before departure, we send you the booking management link again. Once we assign your driver, you can view the driver, vehicle and contact details on your booking page. After your journey begins, we continue to display available status information on your booking page. Our round-the-clock multilingual support team takes charge of any changes, questions or issues.
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At the airport, you will not be left to find the car alone
Our driver will wait at the confirmed meeting point or arrivals exit, holding a sign with your name. If you cannot immediately find your driver, stay in the arrivals hall and contact us through the contact link on your booking page. We will immediately help confirm your location and bring you and your driver together.
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When your flight changes, we act first
We track your flight. If your actual arrival is delayed, we adjust the arrangements to your revised itinerary. 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 moved to another date, you may choose a free reschedule or a full refund after submitting the airline notice or your new flight details. If the free waiting period is exceeded, we will not allow the driver to leave without first coordinating the next steps with you. Contact us, and we will take care of the coordination.
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If the driver does not show up as confirmed, we bear the loss
If your confirmed driver fails to meet you as promised, you will not pay for this failed service: the service is free of charge, and we will issue a full refund. We will cover the full cost of the replacement transport you need to continue your journey, and pay an additional ¥10,000 in compensation. For charter services, we will refund twice the amount paid. We will handle the matter proactively using our dispatch and booking records, without putting you through a complicated claims process. Our target is to complete our internal procedures within 24 hours.
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Clear communication, even in an unfamiliar city
We keep you connected with your driver and our support team through your booking page, with automatic translation assistance. Our support team handles bookings and changes; our professional drivers focus on safe driving, routes and road conditions. We do not require customers to explain the same issue repeatedly across multiple platforms.
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Major issues do not sit in a customer service queue
Our support team handles routine booking issues directly. We escalate issues with a significant impact to a responsible manager, who commits to taking over within 1 hour. This commitment applies around the clock.
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Clear prices, with any change explained first
The price we display when you book is the total you pay: motorway tolls, taxes, late-night and early-morning surcharges, parking, fuel and GPS are all included. We do not hide fees or require tips. If we charge for a child safety seat, we state the fee before you book; the current rate is ¥2,000 per seat. If you request additional stops, a route change or a different destination, we will always provide a written quote first and charge only after you confirm it.
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Clear accountability for every trip
MoveGlobal serves you mainly with its own fleet, supplemented at some airports by vetted, licensed local partners. Whoever drives, commercial passenger insurance, operating credentials and applicable licences are our minimum standard. We publish verifiable information about our operating entity, fleet and protections, so that peace of mind is more than a slogan.