• 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 Overview -

• Service hours:
  
  - Airport to Hotel: Drop-off between 09:00-15:00; delivery by 21:00
  
  - Hotel to Airport: Drop-off by 11:00; pickup between 15:00-21:00
  
  - Hotel to Hotel: Drop-off by 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: Leave your luggage at the front desk by 11:00 and send a photo of the
  completed drop-off to the luggage agent (customers cannot choose the drop-off
  time).
  
  Airport: 09:00-15:00 (customers can choose a 30-minute window for luggage
  handover with the driver).
  
  Ex: 09:00-09:30, 09:15-09:45

  
  

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 booking notes:
  
  1. Number and dimensions of luggage
  
  2. Preferred time and location for drop-off and pickup
  
  3. Name of the person who made the hotel booking
  
  4. Contact information available in Japan (mobile phone, email, messaging
  apps, etc.)

  
  

• Charges are per piece of luggage. If the number of luggage 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 must not exceed 180 cm in total dimensions (length + width + height) and 32 kg in weight.

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

  
  

• If the drop-off or pickup location is a hotel, the luggage will be handed over via the front desk.

  
  
• Please be sure to note in your booking that the drop-off/pickup location is a hotel to ensure smooth service.
• After booking, you will receive an email with handover instructions and details. Please refer to the email for all final details. If you do not receive the email, please contact service@luggagent.com directly.

- Overtime Policy -

• Situations where the customer can be contacted:
  
  If the customer does not appear within 30 minutes of the scheduled time, an
  overtime fee of US$10 per 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 collect 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: The 30-minute free waiting policy applies. If the
  customer cannot be contacted and luggage cannot be collected after waiting for
  more than 30 minutes, LuggAgent reserves the right to cancel the order without
  a refund.
  
  2. Handover delay due to flight delay: - For delays 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 50% of the fee.
  
  - If we choose to continue waiting for more than one hour, we will not charge
  the customer any waiting fees.

  
  
• 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 for luggage collection to avoid additional fees.
• Airport pickup:
  
  It is rare for customers not to appear 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 arrived. 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 then retrieve the luggage from the locker at their own expense.