• 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 the luggage delivery process
• 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 by 11:00; Pick-up 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: Please leave your luggage at the hotel front desk by 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 to meet the
  driver for luggage handover).
  
  Ex: 9:00-9:30, 9:15-9:45

  
  

Delivery:

Hotel: Delivered to the front desk by 21:00 (customers cannot choose the
delivery 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; it 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 items and dimensions
  
  ② Preferred time and location for drop-off and pick-up
  
  ③ Name of the person who made the hotel reservation
  
  ④ Local contact information in Japan, such as mobile number, email, or
  messaging apps

  
  

• Charges are per piece of luggage. If the number of items exceeds the booked quantity, an additional fee per piece will be charged on-site. Luggage can only be collected at the destination after payment is completed. Please take note.

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

• 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 handled through the front desk.

  
  
• Please be sure to note in your order that the 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 email content. If you do not receive the email, please contact service@luggagent.com directly.

- Overtime Handling -

• In any situation 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 official
  LuggAgent 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: The 30-minute free waiting policy applies. If the
  customer does not appear after 30 minutes and cannot be contacted, 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 for luggage collection to avoid additional fees.
• Airport Pick-up
  
  It is rare for a customer not to appear at the airport, but if this happens,
  we will go to the flight 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 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.