• Transparent pricing, no need to worry about luggage storage space, travel light and stress-free
• Provides thoughtful point-to-point luggage delivery service
• After booking, our online customer service team will contact you to assist with your luggage delivery arrangements
• Enjoy convenient, secure, punctual, and professional service

- Service Introduction -

• Service Hours:
  
  - Airport to Hotel: Drop-off between 09:00 - 15:00; Delivery by 21:00
  
  - Hotel to Airport: Drop-off before 11:00; Pick-up between 15:00 - 21:00
  
  - Hotel to Hotel: Drop-off before 11:00; Delivery by 21:00

  
  

• Meeting Point:
  
  Airport: Meet the luggage agent at the designated meeting point at the
  scheduled time to hand over your luggage.
  
  Hotel: Luggage will be stored at the hotel front desk by 9 PM on the same day.

  
  

• Service Details:
  
  Drop-off:
  
  Hotel: Deposit your luggage at the front desk before 11:00 and take a photo of
  the luggage to send to the luggage agent (customers cannot choose the drop-off
  time).
  
  Airport: 9:00-15:00 (Customers can choose a 30-minute window for luggage
  handover with the driver).
  
  Ex: 9:00-9:30, 9:15-9:45

  
  

Delivery:

Hotel: Delivered to the front desk by 21:00 (customers cannot choose the
time).

Airport: 15:00-21:00 (Customers can choose a 30-minute delivery window).

Ex: 15:00-15:30, 15:15-15:45

• !! This service does not include Airbnb options and is only applicable to hotels with a front desk !!

- Important Information -

• Please provide the following information in the remarks when booking:
  
  ① Number of luggage pieces and dimensions
  
  ② Preferred drop-off and pick-up time and location
  
  ③ Name of the person who made the booking
  
  ④ Local contact information in Japan, such as mobile number, email, or
  messaging apps

  
  

• Charges are based on the number of luggage pieces. If the number of luggage pieces exceeds the booked amount, additional fees will be charged on-site. Luggage can only be collected at the destination after payment is completed. Please be aware of this.

  
  
• Each piece of luggage is limited to a total length, width, and height of 180 cm and a weight of 32 kg or less.

• Your luggage can be a handbag, suitcase, cardboard box, backpack, ski bag, or stroller. If the luggage does not comply with any legal regulations, it will be refused even if the booking is successful. You must bear all losses and any legal liabilities.

  
  

• If the drop-off or pick-up location is a hotel, the luggage will be transferred via the front desk.

  
  
• Please be sure to note in the order that the drop-off/pick-up location is a hotel to ensure smooth luggage delivery.
• After booking, you will receive an email with handover instructions and details. All details will be based on the content of the email. If you do not receive the email, please contact service@luggagent.com directly.

- Overtime Handling -

• Situations where the customer can be contacted:
  
  If the customer does not appear 30 minutes after the scheduled time, an
  overtime fee of 5 USD / 15 minutes will be charged according to the luggage
  agent's official website pricing.

  
  

• Hotel Drop-off
  
  If the driver arrives at the hotel but cannot receive the luggage and cannot
  contact the customer via the front desk or messaging apps, LuggAgent reserves
  the right to cancel the order without a refund.

  
  

• Airport Drop-off
  
  1. Flight not delayed: Handled according to the 30-minute free waiting
  policy. If the wait exceeds 30 minutes and the customer cannot be contacted or
  the luggage cannot be collected, LuggAgent reserves the right to cancel the
  order without a refund.
  
  2. Handover delay due to flight delay: - Within one hour, we will
  automatically extend the handover time based on the actual flight delay.
  
  - If the delay exceeds one hour, we reserve the right to cancel the order and
  refund half of the fee.
  
  - If we choose to continue waiting for more than one hour, we will not charge
  the customer a waiting fee.

  
  
• Considering factors such as flight delays, border quarantine measures, and customs clearance time, we recommend that customers reserve at least two hours after their flight lands when booking the luggage collection time to avoid additional fees.
• Airport Pick-up
  
  It is rare for a customer not to show up at the airport, but if this occurs,
  we will go to the airline check-in counter provided by the customer to inquire
  if they have appeared. If the check-in counter is closed and we cannot contact
  the customer, we will store the luggage in an electronic locker and provide
  the locker location and code to the customer via email and messaging apps. The
  customer can retrieve the luggage from the locker at their own expense.