The content of this product is provided by machine translation and may not reflect the actual information, please take this into consideration before booking.

- Service introduction -

• Service period:
  Airport - Hotel: Delivery between 09:00 - 18:00; Delivery to hotel before 21:00 - Airport: Delivery before 11:00; Pickup between 15:00 - 21:00 Hotel - Hotel: before 11:00 Shipping; delivered before 21:00
• Meeting place:
  Please refer to the location description in the confirmation letter sent by the baggage agent.
  
• Service content:
  【Ship】
  Hotel: Store luggage at the counter before 11:00 (guests cannot choose the delivery time)
  Airport: 09:00 - 15:00 (guests can choose a 30-minute delivery time)
  Ex: 09:00 - 09:30, 09:15 - 09:45
  Ex: Hotel in Hanoi city [delivery]
  Hotel: Delivery to the counter before 21:00 (guests cannot choose time)
  Airport: 15:00 - 21:00 (guests can choose a 30-minute delivery time)
  Ex: 15:00 - 15:30 15:15 - 15:45
  Ex: Hanoi city hotel
  
• ! ! This service does not include Airbnb options and is only applicable to hotels with counters! !
  
  
  
  

- Important information -

• Passengers please provide the following information in the comments when booking:
  ① Number and size of luggage ② Time and location of desired delivery and pickup ③ Name of representative booking person ④ Local contact information in Japan such as mobile phone, email, communication software, etc.
• Charges are based on the number of individual pieces of luggage. If the number of luggage exceeds the reserved quantity, additional fees (pieces) will be charged on site. You can only collect your luggage at the destination after payment is completed. Please note.
• The total length, width and height of each piece of luggage is limited to 180 cm, and the weight is within 32 kg.
• Your luggage can be a handbag, suitcase, carton, backpack, snowboard bag or stroller. If the baggage does not comply with any legal requirements, it will be rejected even if the booking is successful. You must bear all losses and any legal liability.
  
• If the delivery location is a hotel, the luggage will be handed over through the counter
• Please be sure to specify the hotel as the shipping location in the notes on your order so that your luggage can be sent smoothly.
• After ordering, you will receive a letter with handover instructions and handover content. All details will be based on the content of the letter. If you do not receive the email, please contact [email protected] directly.
  
  
  
  

- Overtime processing -

• In any situation where the customer can be contacted and the customer fails to show up 30 minutes after the agreed time, the customer will be charged an overtime fee of 5 USD/15 minutes according to the price on the Baggage Agent official website.
• Hotel Shipping If the driver arrives at the hotel but is unable to receive the luggage and contact the customer via the front desk or messaging software, LuggAgent reserves the right to cancel the order without refund.
• Airport shipping
  1. The flight is not delayed: The 30-minute free waiting policy will apply. If the waiting time exceeds 30 minutes and the guest cannot be contacted and the luggage cannot be collected, LuggAgent reserves the right to cancel the order without refund.
  2. Flight delays lead to handover delays:
  - Within one hour, we will automatically extend the handover time based on the actual flight delay time.
  - 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.
  *Taking into account factors such as flight delays, border quarantine measures and customs clearance times, we recommend that customers reserve at least two hours after landing to book baggage collection time to avoid additional charges.
• Airport Pickup It is rare for a guest to not show up at the airport, but if this happens we will go to the flight check-in counter provided by the customer to ask if the customer has shown up. If the check-in counter is closed and we are unable to contact the customer, we will store their luggage in an electronic locker and then provide the customer with the location and code of the locker via email and messaging software, which the customer can pay from Retrieve luggage from locker.

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** Experience location

Cancellations 4 day(s) (inclusive) before the selected date are allowed. Unused orders can be canceled for free

Cancellation is not allowed between 0–3 days from the selected date. Orders cannot be canceled or modified, and refunds will not be granted.