Changes and Refunds at Customer Convenience

• Changes and Cancellations at Customer Convenience
• Ticket refunds
• Refund Period
• Refund Location
• Cancellation charge
• Refund Method
• When Using Shareholder's Benefit Discount
• Exceptions for changes and refunds

• Please make any reservation changes or cancellations prior to the departure of the flight.
• If you do not change or cancel your reservation before departure of the reserved flight, you will not be able to transfer it to another flight with the ticket in question even if it is a fare that enables you to change the reservation. We only accept refunds.
• To confirm, change, or cancel your reservation, you will require your reservation number (6 digits) or your flight ticket number and passenger name. ^*1
• The procedures can be done via the Star Flyer website, mobile website, SF Call Center (Japan domestic flight reservation and information center), Star Flyer check-in counter, or the store where you purchased your ticket. ^*2
• Fares that allow reservation changes depend on the applicable conditions stipulated for each fare. ^*3
• You cannot change the passenger name (change the name on your flight ticket). If the passenger changes, you will need to request a refund and purchase a new ticket.

• *1
  If you have forgotten your reservation number, please check with the SF Call Center (Japan domestic flight reservation and information center) or the contact points below.
• *2
  The Star Flyer website, mobile website, and SF Call Center (Japan domestic flight reservation and information center) may not be able to handle some cases.
• *3
  For tickets with a fare that does not allow reservation changes, reservation changes cannot be made after the ticket has been purchased.

• We refund flight tickets and EMDs (Electronic Miscellaneous Documents) based on refund applications submitted by passengers.
• You will need to present your e-Ticket Itinerary Receipt.
• A set cancellation charge will be charged upon giving a refund.

Within one year and 30 days from the travel start date (or date of issue if the passenger has not begun traveling)

• *
  Make sure to claim your refund within the refund period. If the refund period has expired, it will not be possible to give a refund.

Star Flyer check-in counter, SF Call Center, online (Star Flyer website and mobile website), travel agencies

• *
  Tickets beyond the scheduled departure date cannot be refunded online.
  There might be some cases where your claim cannot be handled. See here for details.
• *
  Refunds for tickets purchased at a travel agency are accepted at the store at which you made the purchase.

We charge different cancellation fees depending on the type of fare and the refund timing.
Please check here for details.

We will refund you through your credit card company from which you purchased your ticket.
The number of days until a refund is given depends on the date of when the refund procedure is carried out and the timing of the credit card company's deadline and when they process the refund. For more information, contact your credit card company.

We will refund you in cash or by bank transfer.

If claiming a refund after the shareholder’s benefit ticket has been registered, then the shareholder’s benefit number and registration password that were already registered can be reused as long as the shareholder’s benefit number hasn’t expired.
No certificate of unused shareholder’s benefits will be issued.

If you are unable to travel due to illness or other reasons, we will take one of the following special actions:

• We will accept a change to the reservation of the passenger and accompanying person, only after the commencement of travel.
• We will give a full refund without applying the cancellation charge.

• *
  If you change your reservation or claim a refund due to illness or other reasons, you must submit a medical certificate or similar documentation from a doctor.
  Acceptable documents: medical certificate, hospitalization certificate, hospital discharge certificate, etc.
  Documents that are not accepted: hospitalization plan, itemized medical bill, receipt, medical examination results, prescription, etc.charge.
• *
  In case of refund by bank transfer, the transfer fee will be paid by the customer.

If you have any questions, please contact the SF Call Center (Japan domestic flight reservation and information center).