Frequently Asked Questions

You can select the service, date, time, route, vehicle, and passenger details on our website and submit a booking request. After submission, an HAFI staff member will contact you regarding the booking.

Submitting the form sends a booking request; it does not confirm your reservation. Please complete payment through Square before the displayed deadline. Your reservation is confirmed after payment has been successfully received and verified.

Japan time: before 17:00, the earliest online booking is for tomorrow; from 17:00, it is for the day after tomorrow. Same-day online bookings are unavailable.

Yes. Please provide the actual passenger's name, contact number, flight information, and travel requirements so the driver can contact the passenger when necessary.

You may request changes to the date, time, pickup location, number of passengers, flight number, or vehicle. Changes are subject to vehicle availability and the timing of your request. Please contact us as early as possible.

Cancel at least 48 hours before your scheduled pickup time, including exactly 48 hours, for a full refund. Cancellations less than 48 hours before pickup are non-refundable.

Airport transfer prices are displayed in advance as fixed fares. The final price is based on the booking page and the details confirmed by HAFI.

The displayed airport transfer price includes driver service, highway tolls, parking fees, and airport meet-and-greet service.

Additional charges may apply during certain late-night or early-morning hours. Where applicable, the charge will be shown during booking or explained by HAFI when confirming the reservation.

Submit a booking request, then pay securely through Square before the displayed deadline. Your reservation is confirmed only after payment is received and verified. The payment deadline is the later of 48 hours before scheduled pickup and 30 minutes after the booking request is created. A booking close to departure may allow only 30 minutes to pay. Follow the exact deadline shown on your order; this is separate from the cancellation policy.

A confirmed fixed fare will not be recalculated based on normal traffic congestion. However, additional charges may apply if the passenger changes the route, adds stops, or requests additional services.

Your complimentary 90-minute waiting time starts from whichever is later: your booked pickup time or the flight's actual arrival time. This means a flight delay will not reduce your complimentary waiting time.

For airport drop-off bookings, the 30-minute complimentary waiting period starts from the scheduled pickup time. If you expect a delay, please contact us as early as possible.

Please contact HAFI as soon as you are able. Although we monitor available flight information, direct communication helps the driver adjust the pickup arrangement.

Please contact us as soon as possible. Airport pickup includes up to 90 minutes of complimentary waiting time. After 90 minutes, a waiting fee of ¥2,000 applies for each additional 30 minutes.

The driver will arrange the pickup based on your booking information and available flight updates. If the flight arrives significantly early, please contact HAFI after arrival.

The driver will wait with a name board in the designated arrivals area. Please refer to your booking confirmation for the exact meeting point.

First confirm that you are in the correct terminal and arrivals area, then contact HAFI using the details in your booking confirmation. Please do not leave the meeting area without contacting us.

The driver will normally use the passenger's name or the name confirmed during booking. Please ensure that the passenger name entered in the booking is accurate.

Yes—an Alphard can fit 4 passengers and four 28-inch suitcases. Yes—HAFI has confirmed that one HiAce can carry 8 passengers and 8 large suitcases. Yes—9 passengers and nine 28-inch suitcases have travelled together in one HiAce, verified in actual HAFI operations. Alphard with 6 passengers and three 28-inch suitcases, or 2 adults, 2 children, 2 child seats, 2 large suitcases and 1 stroller, is conditional and reduces legroom. These are not comfortable full-load configurations. These are specific single-vehicle examples, not a guarantee for different suitcase sizes or extra bags. Suitcase size, stroller size and child-seat installation affect fit. Tell HAFI your full load, including additional items and whether your stroller folds; confirm full loads or different combinations before booking. Single-vehicle examples do not guarantee multi-vehicle arrangements.

If you are carrying several large suitcases, a stroller, a wheelchair, or other bulky items, we recommend choosing Hiace and providing the quantity and size of the luggage during booking.

In most cases, yes. Please tell us the quantity, dimensions, and whether the item can be folded so that we can confirm sufficient vehicle space. Please also inform us of any accessibility requirements before booking.

The average journey time is approximately 90 minutes. Actual travel time depends on traffic, weather, departure time, and the specific destination.

The average journey time is approximately 60 minutes. Actual travel time depends on traffic, weather, and departure time.

The average journey time is approximately 45 minutes. Actual travel time depends on traffic, weather, departure time, and the specific destination.

The average journey time is approximately 45 minutes. Actual travel time depends on traffic, weather, and departure time.

Private charters are suitable for sightseeing in Tokyo, family trips, group travel, passengers with substantial luggage, business transportation, and visits to popular destinations such as the Mount Fuji area.

Standard 10-hour charters start in Tokyo and return to Tokyo on the same day, within the stated service area. Nikko, trips ending outside Tokyo and complex itineraries require consultation with HAFI and a separate itinerary and price confirmed by staff before booking. The standard JPY 60,000 / 65,000 fares do not automatically apply to custom trips. Notes alone do not confirm custom arrangements.

You may ask the driver or HAFI to add a destination. Whether this is possible depends on the remaining service time, traffic, and parking conditions. Additional charges may apply if the change exceeds the original booking time or service scope.

Please confirm any extension with HAFI in advance. Time exceeding the original booking will be charged at ¥5,000 per additional hour.