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Changes & Cancellations

Changes and cancellations are made on My Page, or by phoning our call centre. Cancellation fees apply (see below).

Cancelling on My Page

  1. Log in to My Page with your ID and password.

  2. Click "Confirm / change / cancel reservation".

  3. Click "Cancel reservation".

  4. Check the service to be cancelled and continue.

  5. Review the cancellation fee and details, then continue.

  6. Choose your refund amount and method, then continue.

  7. Confirm and complete the cancellation.

  8. Your cancellation is complete — a confirmation email is sent.

Cancellation fees

Fees are calculated from the departure date. (Rates may vary by booking site; the cut-off is based on our business hours.)

Up to 8 days before
Free
7–2 days before
30%
Day before
40%
Departure day – 4 h before
50%
Within 4 h of departure / after
100%

About refunds

For paid reservations, refunds are made by bank transfer after deducting any cancellation fee and a refund handling fee of ¥550. For convenience-store payments, refunds may be issued as points, or by bank transfer minus the ¥550 handling fee.

Registering your refund account

  1. From the "register refund account" email, open the link to log in to My Page.

  2. Enter your refund bank account details.

  3. Check the details and continue.

  4. Your refund account is registered.

  5. A confirmation email is sent.

Need help?

Call centre (open 13:00–16:00)

050-3801-1674

Have your reservation number, or departure date and lead passenger name, ready.