Delayed or Canceled Flights due to Aircraft Malfunction, etc.
We deeply apologize for any inconvenience to our passengers as a result of delayed or canceled flights due to reasons attributable to us at Star Flyer.
For reserved tickets, we will change your reserved flight or give you a refund according to whichever option you prefer.
Changes to Reserved Flights
If your reserved flight is delayed or canceled, please reserve a substitute flight *before the departure time of the reserved flight.
We will accept changes to your ticket regardless of the fare type. We do not charge or refund any price difference or transaction fee.
*On the Star Flyer official website, you cannot make changes to your reservation if there is less than 20 minutes before departure of the reserved flight.
(Example of a Transfer to a Star Flyer Flight)
[Number of times a reservation can be changed]
- Only once
[Refunds after reservation changes]
- If a reservation change is canceled at the customer's convenience after the reservation change has been accepted, a transaction fee will be charged based on the original fare.
Transferring to Another Airline or Other Transportation Means
We accept changes to tickets for other airlines that are partners with Star Flyer.
Only in cases where an aircraft malfunction or similar incident occurs on the day before or on the day of the reserved flight can the reserved flight be changed to another flight to depart within 7 days of the reserved flight.
You will not be charged the fare difference or a transaction fee as a result of this change.
[Partner airlines]
・ANA
・IBEX Airlines
・AIRDO
・Oriental Air Bridge
・Solaseed Air
・JAL Group companies
Expenses (transportation and accommodation expenses) that occur as a result of the change shall be paid for by Star Flyer within the limits specified by Star Flyer.
See here for details on how to make a change and the payment method.
- *
Please be aware that expenses incurred due to cancelled or delayed flights due to bad weather or runway closures cannot be reimbursed by Star Flyer.
Refunds
Please complete the refund procedure within 1 year and 30 days of the travel start date (or the date of issue if the passenger has not begun traveling).
The deadline for refunds on the Star Flyer official website is 4 days after the last boarding date of the itinerary.
You will not be charged a cancellation charge. You will receive a full refund (only for flights you did not board).
[Where to Claim a Refund]
Please note that where you can claim a refund differs depending on where you purchased your ticket.
| Purchased From | Refund Location | |||
|---|---|---|---|---|
| Official website | SF CALL CENTER | Airport check-in counter | Travel agency | |
| Star Flyer official website | ○*1 | ○ | ○ | × |
| SF CALL CENTER | ○*1 | ○ | ○ | × |
| Star Flyer check-in counter | × | ○*2 | ○ | × |
| Convenience Store | × | ○*2 | ○ | × |
| Travel agency / travel website | × | × | × | ○ |
- *1
Refunds available through the Star Flyer official website are for credit card payments only. The deadline for refunds on the Star Flyer official website is 4 days after the last boarding date of the itinerary. For refunds 5 days or more after the last boarding date of the itinerary, we ask that you claim via the SF CALL CENTER or at a Star Flyer airport counter.
- *2
If you have paid in cash, we will undertake procedures to refund you via a transfer to your bank account. Star Flyer will bear the cost of any payment transfer fee.
Tickets reserved on our corporate company website are non-refundable. Please contact the person in charge of corporate arrangements or our corporate desk at 0570-07-4919 (business hours: 9:00-19:00 / available all year round).
