Thank you for using BORDER.
We will inform you about the procedures to be followed in the event of sudden cancellation or change outside of our business hours.

[If you would like to know the various inquiry numbers regarding arrangements, please click below]

Contact list of Customer Desk for Flights, Hotel and others

【Arrangement Items】
Click to move to item details

1.Domestic Flights

2.Domestic Hotels

3.Bullet Trains

4.Domestic Rent-a-Car

5. Domestic Transfer

1.Domestic Flights

We are unable to cancel or change flights outside of our business hours.

Therefore, in the event of a sudden cancellation or change, please follow the steps below.

Important: Regarding JAL, there have been changes to the refund rules for domestic flights from April 12, 2023. Therefore, the cancellation procedure is different, so please be sure to check the link below.

Ticket Refund and Cancellation Charges (JAL)

Step 1: Contact the airline company

Please call the customer service center of the airline you made the reservation directly.

In such cases, you may be asked to contact the travel agency, but please be sure to let them know that the travel agency is not open for business.

Contact list of Customer Desk for Flights, Hotel and others

Step 2: Inform the person in charge of the confirmation items

In order for the airline to understand the details of your reservation, please provide the following “confirmation items” to make the process smoother.

[Check items]

• Name
• Boarding flight number/boarding date
• Reservation number/Ticket Number

Step 3: Share in BORDER chat

We cannot keep track of the details of your procedures.

Depending on the content, we may need to take additional steps, so please share the details you have completed in the thread.

[Matters you would like to share]

• What procedures were carried out (cancellation, change, etc.)
• Whether there are any costs incurred
• Name of person in charge on the phone

Ticket Information

ANA

JAL

Star Flyer

Skymark

AirDo

Solaseed

2.Domestic Hotels

[Expedia]

Step 1: Contact the call center

Please call Expedia’s customer service directly.

In such cases, you may be asked to contact the travel agency, but please be sure to let them know that the travel agency is not open for business.

[Expedia Customer Support] (In Japan) 03-6362-8013 (From overseas) +81-3-6362-8013

Step 2: Inform the person in charge of the confirmation items

In order for Expedia to understand the details of your reservation, please provide the following “confirmation items” to make the process smoother.

[Check items]

• Guest name
• Itinerary number
• Our phone number (050-1744-5578)

Step 3: Share in BORDER chat

We cannot keep track of the details of your procedures.

Depending on the content, we may need to take additional steps, so please share the details you have completed in the thread.

[Matters you would like to share]

• What procedures were carried out (cancellation, change, etc.)
• Whether there are any costs incurred
• Name of person in charge on the phone

[Rakuten Travel]

Step 1: Contact the hotel

Please call the hotel you have booked directly.

In such cases, you may be asked to contact the travel agency, but please be sure to let them know that the travel agency is not open for business.

Step 2: Tell the hotel staff the confirmation items

In order for the hotel staff to understand the details of your reservation, it will be easier if you provide them with the following “confirmation items”.

[Check items]

• Guest name
• Itinerary number

Step 3: Share in BORDER chat

We cannot keep track of the details of your procedures.

Depending on the content, we may need to take additional steps, so please share the details you have completed in the thread.

[Matters you would like to share]

• What procedures were carried out (cancellation, change, etc.)
• Whether there are any costs incurred
• Name of person in charge on the phone

3.Bullet Trains

We cannot cancel or change railway tickets.

Please complete the procedures yourself at the nearest JR counter.

[Cancellation]

Please make the change directly at the JR counter before the scheduled departure time. Please note that Shinkansen tickets can be changed once for free if it is before the scheduled departure time.

[Changes]

When cancelling, approval of the refund estimate is required after the completion of the ticket refund process. Please contact the operator via chat to cancel and follow the steps below on your own.

▼Procedure Flow
① Please have the “Refund Application Proof Stamp” stamped on the relevant ticket at the JR counter before the scheduled departure time.
② Please mail the ticket with the stamp to the ticketing company guided by the operator.
③ The ticketing company will process the refund.
④ Please order the refund estimate that the operator will send.

4.Domestic Rent-a-Car

We are unable to cancel or change domestic rental cars outside of our business hours.

Therefore, in the event of a sudden cancellation or change, please follow the steps below.

Step 1: Contact the rental store

Please call the branch of the rental car company where you made the reservation directly.

In such cases, you may be asked to contact the travel agency, but please be sure to let them know that the travel agency is not open for business.

Please search the store phone number yourself.

Step 2: Inform the person in charge of the confirmation items

In order for the rental car company to understand the details of your reservation, please provide the following “confirmation items” to make the process smoother.

[Check items]

・User name
・Rental schedule

Step 3: Share in BORDER chat

We cannot keep track of the details of your procedures.

Depending on the content, we may need to take additional steps, so please share the details you have completed in the thread.

[Matters you would like to share]

・What procedures were carried out (cancellation, change, etc.)
・Whether there are any costs incurred
・Name of person in charge on the phone

5. Domestic Transfer

We are unable to cancel or change domestic transfers outside of our business hours.

Therefore, in the event of a sudden cancellation or change, please follow the steps below.

Step 1: Contact the transportation company’s chat

Please click on the URL written in the “If you need help” section at the bottom of the voucher you have been given in advance and contact the counter.

Please note that the driver will wait for 60 minutes from the time of landing. If you think it will take more than 60 minutes, please contact the counter.

Step 2: Inform the person in charge of the confirmation items

In order for the person in charge to understand the details of your reservation, please provide the following “confirmation items” to make the process smoother.

[Check items]

・User name
・Reservation number (REF)

Step 3: Share in BORDER chat

We cannot keep track of the details of your procedures.

Depending on the content, we may need to take additional steps, so please share the details you have completed in the thread.

[Matters you would like to share]

・What procedures were carried out (cancellation, change, etc.)
・Whether there are any costs incurred
・Chat person name