Frequently Asked Questions

Please make any changes or cancellations yourself at least 5 minutes before the reservation time. Please note that you cannot make any changes after 5 minutes.

●About cancellations
A refund fee of 110 yen will be charged per person. (Excluding cancellations due to our circumstances)
*If the service is cancelled due to a typhoon, snowfall, etc., we will refund without any fees.
The system will automatically refund customers who have paid online. Please note that if you cancel the reservation yourself, a fee will be charged.

●About the operation procedure
[For those who have already registered as members]
Please proceed from the "Login" icon in the upper right corner of the top page. After logging in, please go to "My Page" → "Reservation list" to make the operation.
[For those who have not registered as members]
Please check the reservation completion email that was sent to you when the reservation was completed. Access the Limousine Web URL in the body of the email and tap "Change/Cancel Reservation" under the QR code.
For more information, please see below.
Procedure for bus change (PDF)
Procedure for bus change (PDF)

Please check your spam folder etc.

● For registered members
After logging in on our website, you can check your reservation details at "My Page" → "Reservation History List".

● For non-registered members
Please let us know the following information via the inquiry form. We will resend the QR code board information.
* It may take some time to resend the information, so if you are in a hurry, please contact the Reservation and Information Center.

Since the bus is not connected to flights, refunds cannot be made due to flight delays.
Please make any changes or cancellations yourself at least 5 minutes before the reserved time. Please note that you will not be able to make any changes after 5 minutes.

From midnight on the same day one month before the boarding date to 5 minutes before the boarding time.
(Example)
Boarding on March 31st → Applications open from March 1st
Boarding on May 16th → Applications open from April 16th
Boarding on June 30th → Applications open from May 30th

Children's fares are for children aged 6 to 12 years old. (Even if they are 12 years old, elementary school students are eligible for the child fare).
The fare is half the adult fare (fractions less than 10 yen are rounded up to the nearest 10 yen).

●About reservations for preschool children
If a preschool child will be using a seat, please purchase the child fare.
If you are holding a preschool child on your lap, it is free of charge and there is no need to purchase a ticket.
*Please make sure to have your child sit on your lap when riding as there is a seating capacity limit.

You can board if there are seats available on the day.
There is a seating capacity limit, so if the bus is full you will not be able to board, so we recommend that you make a reservation in advance.
*There are some routes where reservations are not possible.

Please allow plenty of time for your trip, as we cannot guarantee that you will be able to connect with your flight even if your arrival at the airport is delayed due to factors such as road congestion.
Please note that the operating company will not be held responsible for any damages incurred due to delays.

In the event of a cancellation due to circumstances on our part, we will refund your ticket without any handling fee.
The system will automatically refund your ticket if you have made a reservation. Please note that if you cancel your reservation yourself, a handling fee will be charged.

●When reserving a bus to the airport
If using a domestic flight, reserve 1 hour before the flight's departure time (1.5 hours before for domestic flights on Low Cost Carriers)
If using an international flight, reserve 2 hours before the flight's departure time
We recommend that you use the bus that arrives at the airport.

●When reserving a bus from the airportIf using a domestic flight, reserve 30 to 50 minutes after the flight's scheduled arrival time
If using an international flight, reserve 60 minutes after the flight's scheduled arrival time (※)
※International flights may take time to pass through the inspection area depending on the country or region, so please reserve the bus with plenty of time in mind. If there is a delay in your flight, we recommend changing the bus time before boarding.

Just provide the QR code and the name of the registered member and you'll be fine.

If your payment method is ALIPAY or WeChat Pay, your reservation may not have been completed due to an expired session. If your reservation has not been completed, you will be automatically refunded after a few days, so please make a new reservation.
For more information, please see here.

It is possible that your credit card does not support 3D Secure (identity authentication service). Please contact your credit card company. For more information, please see here.

If you make changes after payment, our system will process them in the following order.
"① Pay for the changed reservation and obtain a new ticket" → "② Delete the previous reservation" *The same process will be repeated for each change.
For this reason, duplicate payments may temporarily be displayed in the credit card usage report. This is temporary during operation, and charges for the same payment will not be duplicated (double charges).
Please note that there may be cases where you are temporarily charged depending on the payment confirmation method of your credit card. For details on the timing of refunds in this case, please contact your credit card company.

Major credit cards can also be used at the limousine bus ticket counters and automatic ticket vending machines at Shinjuku Station, Tokyo City Air Terminal (T-CAT), Yokohama City Air Terminal (YCAT), Narita Airport, and Haneda Airport. [※1]
Credit cards cannot be used at other stops (hotels, etc.) or at the fare boxes on the bus, so please prepare cash before boarding.

IC cards (PASMO, Suica, Kitaca, TOICA, PiTaPa, manaca, ICOCA, nimoca, Hayakaken, SUGOCA) can also be used on some routes. For details on routes where IC cards can be used, please see here.

[※1] We only handle same-day tickets departing from the stop in question. Please note that we do not handle tickets for other routes.

As a general rule, receipts can only be issued when you purchase a ticket (multiple-ride ticket) or when a driver or attendant receives the fare.
If you purchase your ticket on Limousine WEB, you can issue a receipt on the same site.
If your browser's pop-up blocker is enabled, the receipt will not be displayed.
Please see here for instructions on how to disable pop-up blocker.

Please check whether you have misread the alphanumeric characters in your user ID and password, or whether the alphanumeric characters are capitalized or lowercase.
Please pay particular attention to the number "1" and lowercase English "l", the number "0" and lowercase English "o", and the lowercase English "b" and "h", "i" and "j".
Please also enter your user ID and password directly from the keyboard in half-width alphanumeric characters. (Please do not use the "copy" → "paste" function.)
If you are unable to log in due to misremembering your password, please complete the reissue procedure from the blue section on the login screen, and a new password will be issued. (This password can be changed on the "Update Information/Cancel Membership" screen after logging in.)

・If you do not complete the registration procedure (details are provided in the "Temporary Registration Completion Email") within two weeks of completing the provisional registration, the data you entered will be automatically deleted. Therefore, you will need to register as a member again.

・Depending on your mobile phone carrier, the number of characters that can be received in an email may be limited, so the URL required for the actual registration may not be displayed in full. Please reset the character limit to the maximum and perform the member registration procedure again.

・The URL provided in the "Temporary Registration Completion Email" can only be accessed once. If you click on the URL and see the message "Page not found," please receive your email and check if you have received the "Actual Registration Completion Email."

As part of our security measures, the following will not be considered email addresses when you register as a member.

- If it contains anything other than half-width alphanumeric characters and "@", "-" (hyphen), "." (period), or "_" (underscore)

- If it contains two or more consecutive "@", "-", ".", or "_" (e.g. "-_-", "....@")

If you are using an email address that falls under any of the above categories, we apologize for the inconvenience, but please use a different address. Also, when entering an address, please enter it directly from the keyboard in half-width alphanumeric characters. (Please do not use the "Copy" → "Paste" function.)

The screen will proceed from "Register Member Information" to "Confirm Member Information Registration". When the "Temporary Member Information Registration Complete" screen appears, a provisional registration completion email will be sent immediately. If you are unable to receive the email, the following may be the cause.

- Your email address was incorrect
We apologize for the inconvenience, but please register again. The data entered last time will be automatically deleted two weeks after the completion date of provisional registration.

- Your computer or mobile phone's email reception function is blocking it
The antivirus software installed on your computer or server may be treating our domain (limousinebus.co.jp) as spam. Your mobile phone may also be set to allow or deny email reception by domain designation. In either case, please check your settings and change them so that you can receive emails from us, then register again. The data entered last time will be automatically deleted two weeks after the completion date of provisional registration.

・You have specified a different email category from the email address you registered with
Our online reservation service can be used by customers using a PC (Windows recommended) or a mobile phone from NTT DoCoMo, au, or Softbank, but when we send you the provisional registration and full registration completion emails, we will send you emails that correspond to the device (PC, smartphone, mobile phone) that you selected in the "email category" when entering your membership information. For this reason, please enter an email address and email category that matches the device you are using.

■To Haneda Airport
Haneda Airport Terminal 2, 2nd floor (Departure Lobby)
↓
Haneda Airport Terminal 1, 2nd floor (Departure Lobby)
↓
Haneda Airport Terminal 3, 1st floor
Stops in the order above.
* Buses from Oami and southeastern Chiba stop in the order of Terminal 1 → Terminal 2 → Terminal 3
* Please note that some flights do not stop at some terminals.

■To Narita Airport
Narita Airport Terminal 3, 1st floor
↓
Narita Airport Terminal 2, 3rd floor (Departure Lobby, near the center)
↓
Narita Airport Terminal 1, 4th floor (Departure Lobby, South Wing)