FAQ
Frequently Asked Questions
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We have summarized the questions from customers who use taxis in Japan for the first time.
Japanese taxis are a licensed business managed by the Ministry of Land, Infrastructure, Transport and Tourism.
We operate under the strictest operation management in the world. You may rest assured.
Rates and Billing
Reservation
Multiple destinations
Rates and Billing
Are the expressway fee and the tax included?
Yes. The expressway fee and the tax are included.
Are flat rates also applied booking made on the day?
Yes. We offer flat rates for on the day bookings.
I used your service the other day, but there was heavy traffic on the highway on that day, so the driver had to use the local roads a lot to avoid traffic. Can you refund the highway tolls?
Our highway tolls prices are calculated based on average costs. In order to avoid heavy traffic, we sometimes take alternative routes, which may result in higher tolls than those listed on our website. However, we do not charge extra for such cases. We appreciate your understanding.
I have arranged a Taxi for someone other than myself. Can I pay in advance so no payment is needed on the day?
Yes, we accept payment in advance. We accept payment by credit card or bank transfer.
What credit cards do you accept?
We accept VISA, American Express, Mastercard, JCB, Diners Club and Discover.
Can I pay for the taxi with the Taxi Ticket?
We accept Taxi Tickets offered by VJ Taxi Ticket(VISA), JCB Taxi Ticket, MUFG taxi ticket, DC taxi ticket, NICOS taxi ticket, Ai no taxi ticket and Rakuten taxi ticket.
Can you issue a receipt?
We will provide you with a digital receipt link in the reservation confirmation e-mail. We will also send you an e-mail to download the digital receipt after the payment is confirmed. For more details, please click here.
Can I use e-money for payment?
We accept PayPay, Alipay, Alipay HK, and Kakaopay.
Are there any discounts for round-trip, long distance, disability, referrals, etc.?
Unfortunately, there are no discounts.
The apartment I have requested for pick up is located in Nakano ward however the other side of the road is Shinjuku ward. Can the Shinjuku ward fee be applied?
We are very sorry. We set our fares based on the address arranged to be picked up at.
Can I pay in US dollars (USD)?
We are very sorry. Payment can only be made with Japanese yen (JPY).
What happens when I cancel my booking after the payment has been made?
【In case of cancellation】
・Credit card payment in advance: 2,000 JPY will be deducted from the full amount and refund the rest of it.
・Bank transfer in advance: 2,000 JPY will be deducted from the full amount and refund the rest of it.
*We cover the bank transfer fee.
【Refunds due to partial changes】
・Credit card payment in advance: We will refund without any fees.
・Bank transfer in advance: Bank transfer fee will have to be covered by the customer.
Do I need to tip the driver?
Japanese taxis do not need to tip.
I plan to use a flat-rate taxi from Narita Airport. Will I be charged a waiting fee if my flight is delayed?
No,you will not be charged by fight delay.
I set my reservation time at 21:45. If it is past 10 p.m. while I am in the car, will the late-night surcharge apply?
If the departure time is before 10 p.m., there will be no late-night surcharge.
I made a reservation for a pickup in Shinagawa Ward at 9:45 PM. If the driver is delayed due to traffic and the ride begins after 10:00 PM, will a late-night surcharge apply?
No, it will not apply. If the delay in the start time is not due to the customer's circumstances, no late-night surcharge will be charged.
If I arrange for a taxi to pick me up at home but am unable to depart after the scheduled pickup time, will waiting charges apply?
Yes. If more than 10 minutes have passed since the scheduled time, an additional charge of ¥1,000 will be incurred for every 10-minute. If we are unable to reach you at all and 30 minutes have elapsed, the driver will leave the location, and you will be charged a cancellation fee, including the waiting charge.
Reservation
How far in advance can I make my reservation? Do you accept reservations on the day?
Reservations can be made 3 months in advance. Same-day reservations are also accepted. We will do our best to find a car that can pick you up in the shortest possible time. However, we recommend that you make reservations in advance to ensure as you request.
Can I make a booking for a person other than myself? I would like to arrange a transportation for a foreigner. Is it also possible for me to step in between the driver my guest?
Yes. Although a person can make reservations on behalf of the passenger, if we do not receive the passenger’s contact information (phone number, etc.) for the day of the reservation, we may ask the person who made rservations to relay the information to the passenger on the day. Please inform us of the contact information of the passenger as much as possible at the time of reservation.
Can I get a reservation confirmation email?
Yes. We will send you a confirmation email with details of the process on the day and payment methods.
I booked online but I haven’t received a confirmation email. How do I know if my reservation is confirmed?
An email of tentative reservation completed is sent right after you made a reservation. If you have not received the mail, there was either an error in the registered email address or the e-mail might have been misplaced into the spam folder. Please book once again or call us to confirm.
I have made a reservation for the service from Narita Airport to Tokyo, but can I make a detour for sightseeing on the way?
Please let us know in advance, then we will be happy to make a stop for sightseeing on the way to your destination. We kindly ask you to provide us with the address of the place where you would like to go for sightseeing and how long you need for sightseeing. We will provide a quotation for that.
Is it possible to use the service regardless of distance? Is it also possible to use the service for long distances outside the Kanto region?
We will provide transportation services all over Japan, regardless of long or short distance, as long as either the pickup location or the destination is within our business area. For more information about our business area, please click here.
Can I make a reservation by phone?
Yes. Even during peak periods when our customer service lines are busy, we will return all calls received during business hours in the order they were received. Our business hours are from 6:00 a.m. to midnight.
I don't have a mobile phone or any communication device.What should I do if I cannot meet the driver when I arrive at Narita Airport?
Please call 0476-37-5617 from the pay phone or the information in front of the arrival lobby. We will tell you about the taxi situation.
What happens if my flight arrives early or is delayed?
We will pick you up at your arrival time as much as possible. However, in case of a major early arrival or delay, there may be a short wait for the driver to arrive.
How can I contact to change or cancel my booking?
We accept requests by phone or email. However, for any changes or cancellations made the day before your reservation, or for those made after the cancellation deadline, please contact us by phone. For details about the cancellation deadline, please click here.
I plan to be picked up from a hotel in Tokyo to Narita Airport (NRT). However, I do not have a phone with me. How do I meet up with the driver?
We are able to contact the hotel front desk at your reservation time. Please inform the front desk in advance that your reserved car will pick you up.
Do you have wheelchair adapted vehicles?
Unfortunately, we do not have wheelchair adapted vehicles within our fleet. However, if the wheelchair is only for storage purpose, we can prepare storage space for the wheelchair. We offer help getting on and off the vehicle at all times.
Is there a fee for changing the reservation date or time?
・Notification for changing date or time prior to cancellation deadline:
We can change the date or time of your reservation for free. However, it may not be possible to change the date and time during peak season or when a car type is specified.
・Notification for changing date on the day:
We process it as a cancellation. We will charge you a cancellation fee and then we make a new reservation.
・Notification for changing time on the day:
If you need to change your reservation time to an earlier time, we will accept your request to the extent possible.
If you need to change your reservation time to a later time, please contact us at least 2 hours prior to the reservation time. If you request to delay the pickup time less than two hours before the originally scheduled time, a waiting fee of ¥1,000 per 10 minutes may apply.
I would like to cancel my booking. What is your cancellation policy?
For more information, please click here.
Is it possible to make a reservation from somewhere other than the airport?(e.g. from Tokyo Station to Shinjuku Ward)
Reservations can be made from anywhere in Japan as long as the pick-up or drop-off location is within our service area.
Our Business Area; Tokyo 23 wards, Mitaka City, Musashino City, Narita City, Tomisato City, Yachimata City, Sakura City, Inzai City, Shirai City, Sakae Town, Shisui Town, Tako Town, Kozaki Town, Shibayama Town, Katori City, Tonosho Town
Multiple destinations
What are the fares when there are stopovers?
We will provide you with an individual quotation for the stop fee. For more information, please click here.
How many stops can I make? Will there be additional charges for making stops?
You can stop at as many places as you want. We will provide you with an individual quotation for the stopover fee. If the driver is required to wait at the stop point, a waiting fee will be incurred. A waiting fee of ¥1,000 per 10 minutes will be charged.
Is it possible to go to several places for sightseeing?
Please let us know in advance. If you provide us with your itinerary (where you want to go and how long you need), we will let you know how much it costs.
Is it possible to add a stopover after getting in the car? Do I have to tell you when I make the reservation?
Please contact us in advance as we may not be able to accommodate your request depending on the circumstances on the day.
Vehicle
What type of vehicles do you offer?
For more information, please click here.
Can I request a non-smoking vehicle?
All vehicles, are non-smoking. Please be assured that this includes e-cigarettes.
What kind of complimentary services are available on vehicles?
For more information, please click here.
Do you have insurance in case of accidents?
Yes. Please be assured that all vehicles are required to be covered with liability insurance.
I was informed that pick-ups are arranged with minivans but will I be sharing the vehicle with other passengers?
No. All vehicles are arranged private and exclusively yours for the travel. No matter whether you are traveling alone or with a group, you will be the sole occupants of the vehicle.
Are the vehicles inspected and in maintenance?
We maintain and inspect our vehicles in our own auto shop. For more information, please click here.
Driver
I was very satisfied with the driver who serviced me before. Can I request a particular driver?
We will do our best to meet your request.
I cannot speak Japanese at all. Do you have English or Chinese speaking Taxi drivers?
We can arrange an English or Chinese speaking driver for an additional 5,000 JPY.
Can I receive information about the driver arranged for pick-up?
Vehicle information and driver contact information will be sent by e-mail around 7:00 p.m JST on the day before your reservation. If the vehicle or driver in charge changes after that, we will contact you by e-mail each time.
Loading Capacity
How much luggage can the car carry?
It depends on the size of your luggage and the number of passengers. For more information, please click here.
Are pets allowed inside the vehicle?
Yes, it is possible. When making a reservation, please be sure to inform us of the type of pet (e.g., dog or cat) and the size of the carrier. Pets must be kept inside the carrier during the ride. Please also take measures to prevent pet hair from falling inside the vehicle, and ensure your pet has no problem with toileting.
What happens if all my baggage does not fit?
If we could not carry all of your luggages into vehicles, you will need to arrange for shipment yourself or book an additional vehicle. Please note that a waiting fee of ¥1,000 will be charged for every 10 minutes during this time.
Can I load my surfboard or skis?
It can be loaded up to a maximum length of 340 cm. For more information, please click here.
Do you have a baggage insurance?
For accidents where the negligence is on us, such as car accidents and for dropped items, we will compensate following our company policy. However, we are not responsible for any damage made during the usual transportation. Please keep all valuables beside you.
Do you transport luggage alone?
No. It is restricted by Road Transportation Law. At least one person is required to ride along.
Can I load my Bicycle (Road / Track)?
Only if the bicycle is stored in a bike bag or fully tired together. We do not compensate any damage on the frame, component, wheel during the transportation.
Can the driver help me to carry my luggage?
The driver helps you as much as possible, however, it depends on the situation such as parking prohibited places, etc.
I have a lot of luggage and I don't think I can fit it in the trunk. Can I put them on the seats?
For safety reasons, please refrain from loading baggage on the seats.
Others
Will my rates be cheaper if the driver does not take the highway?
If the route is operated entirely via local roads, the time will increase, which may require a separate quote and result in higher charges. On the day of service, we will select the route that allows for the earliest possible arrival. Please note that we are unable to accept advance requests for specific routes.
I have an ETC card of my own. Can I use it?
We are very sorry. We do not accept the use of personally owned ETC cards.
Do you have restroom breaks?
Yes, we are happy to make as many stops as needed at nearby service areas free of charge. Please feel free to inform your driver at any time.
Due to the traffic jam, I will not be able to catch my flight from Narita Airport.
We are unable to provide compensation except in cases where our company is found to be at fault. Please allow sufficient time in your schedule, taking into account the possibility of unexpected heavy traffic.
If I book an airport pickup, where do I meet the driver?
For passengers using ”Meet Service”, you will meet your driver at the arrival gate. Please click here for Narita and here for Haneda Airport Meet Service.
For passengers without ”Meet Service”, please come to the car as the driver will provide you with detailed information on where to park your car on the day.
Do you offer a service to wait at the arrival lounge holding a name board?
Yes. We offer a Meet Service for an additional 6,000 JPY.
After arriving at the airport, I would like to eat or shop at the airport before getting the car. Will there be a waiting fee?
You may request a pickup a certain number of hours after your flight's arrival time to allow for meals, shopping, or other activities. Please be sure to inform us of your preferred time when making your reservation. If you board the vehicle within the designated time, no waiting charges will apply. However, if the actual waiting time exceeds the time you specified in advance, additional waiting charges may be incurred.
I forgot something in the Taxi. What should I do?
If you have forgotten something in the car, we can send it to you by Cash on Delivery, etc.
Where are your company’s business areas?
Our Business Area; Tokyo 23 wards, Mitaka City, Musashino City, Narita City, Tomisato City, Yachimata City, Sakura City, Inzai City, Shirai City, Sakae Town, Shisui Town, Tako Town, Kozaki Town, Shibayama Town, Katori City, Tonosho Town.
Can you carry my luggage from the arrival lobby to the taxi stand?
Please apply for the optional service, ‘’Meet Service’’.The driver will meet you at the arrival gate and help you with your luggage.
On the day of service, how long can the driver wait at a designated pickup location other than the airport?
It may be difficult to wait for more than 30 minutes without prior notification.
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