Changes and Refunds at Customer Convenience

This page provides information on changing or canceling your reservation as well as claiming a refund depending on your request.

Changes and Cancellations at Customer Convenience

  • 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 scheduled boarding date, flight number, passenger name, and reservation number. *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.
  • *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.

Ticket refunds

  • Refunds require an authorization code (confirmation number or the credit card used to purchase the ticket).
  • A fixed refund charge/cancellation charge fee will be charged upon giving a refund.

Refund Period

Rebookable fares: After a ticket has been purchased, a refund is provided within 30 days as calculated from the day after the ticket’s period of validity ends

Fares for which the reservation cannot be changed: After a ticket has been purchased, a refund is provided within 30 days as calculated from the day after the planned departure date for the reserved flight

  • *
    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.

Refund Location

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

Purchased From Where to Claim a Refund
Airport check-in counter SF CALL CENTER Online Travel agency
Airport check-in counter
× ×
SF CALL CENTER
×
Online
×
Travel agency
× × ×
  • *
    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.

Refund Charge

When giving a refund, JPY 440 will be charged for each flight ticket and reservation ticket (per each flight).

Cancellation charge

  • Information on Cancellation ChargesSee

    As of January 2021

    Fare Types After the ticket has been purchased
    Prior to departure time of reserved flight:
    At or after the departure time
    Standard adult fare
    Roundtrip fare
    Discounted fare for people with a disability
    Discounted fare for carers
    STAR Q Discount
    Shareholder's Benefit Discount
    No cancellation charge Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 6,000
    Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 4,000
    Chubu-Fukuoka service JPY 4,000
    Child fare
    STAR Child
    No cancellation charge Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 3,000
    Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 2,000
    Chubu-Fukuoka service JPY 2,000
    STAR Senior
    STAR Youth
    Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 3,000 Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 6,000
    Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 2,000 Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 4,000
    Chubu-Fukuoka service JPY 2,000 Chubu-Fukuoka service JPY 4,000
    STAR 1A/B
    STAR 3
    STAR 7
    Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 1,500 Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 6,000
    Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 1,000 Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 4,000
    Chubu-Fukuoka service JPY 1,000 Chubu-Fukuoka service JPY 4,000
    SORATABI 21 Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 1,500 Haneda-Kitakyushu, Haneda-Fukuoka, Haneda-Yamaguchi Ube services JPY 6,000
    Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 1,000 Haneda-Kansai service
    Kitakyushu-Naha service
    JPY 4,000
    Chubu-Fukuoka service JPY 1,000 Chubu-Fukuoka service JPY 4,000
    SORATABI 28 60 days before departure of reserved flight:
    Equivalent to about 10% of fare
    Between 59 to 28 days before departure of reserved flight:
    Equivalent to about 30% of fare
    Between 27 days prior to departure of reserved flight up to departure of reserved flight:
    Equivalent to about 50% of fare
    Equivalent to about 50% of fare
    SORATABI 45 60 days before departure of reserved flight:
    Equivalent to about 10% of fare
    Between 59 to 45 days before departure of reserved flight:
    Equivalent to about 30% of fare
    Between 44 days prior to departure of reserved flight up to departure of reserved flight:
    Equivalent to about 50% of fare
    Equivalent to about 50% of fare
    SORATABI 55 70 days before departure of reserved flight:
    Equivalent to about 10% of fare
    Between 69 to 55 days before departure of reserved flight:
    Equivalent to about 30% of fare
    Between 54 days prior to departure of reserved flight up to departure of reserved flight:
    Equivalent to about 50% of fare
    Equivalent to about 50% of fare
    SORATABI 75 90 days before departure of reserved flight:
    Equivalent to about 10% of fare
    Between 89 to 75 days before departure of reserved flight:
    Equivalent to about 30% of fare
    Between 74 days prior to departure of reserved flight up to departure of reserved flight:
    Equivalent to about 50% of fare
    Equivalent to about 50% of fare
    Fly JAPAN Value Fare Equivalent to about 100% of fare
    • *
      Only the Passenger Facility Charge will be refunded.
    Equivalent to about 100% of fare
    • *
      Only the Passenger Facility Charge will be refunded.
    Individual Inclusive Tour Fare Click here for details on the cancellation charge.
  • Details on Passenger Facility ChargeSee

    Regarding Passenger Facility Charge (PFC) for Japan Domestic Flights

    A Passenger Facility Charge is charged at the following Japan domestic flight terminals. This charge is included with the airfare paid when you purchase a ticket to one of the destination airports and which the airline pays the airport operator. Operators of each of these airports allow these fees to maintain a number of facilities passengers use, including the departure and arrival lobbies. We sincerely appreciate your understanding.

    Overview of Passenger Facility Charges

    • 1 Airports charging PFC: Haneda (Tokyo), Chubu (Nagoya), Kansai (Osaka), Kitakyushu
    • 2 Customers affected: Japan domestic flight passengers who arrive and depart from the airports charging PFC
    • 3 Prices:
      Arriving/
    departing
    Haneda
    (Tokyo)
    Arriving/
    departing
    Chubu
    (Nagoya)
    Arriving/
    departing
    Kansai
    (Osaka)
    Arriving/
    departing
    Fukuoka
    Arriving/
    departing
    Kitakyushu
    Adults
    (12 years old or over)
    JPY 290 JPY 440 JPY 440 JPY 110 JPY 100
    Children
    (between 3 and 11 years of age)
    JPY 140 JPY 220 JPY 220 JPY 50 JPY 50

    Arriving/departing Haneda(Tokyo)

    Class Price
    Adults
    (12 years old or over)
    JPY 290
    Children
    (between 3 and 11 years of age)
    JPY 140

    Arriving/departing Chubu(Nagoya)

    Class Price
    Adults
    (12 years old or over)
    JPY 440
    Children
    (between 3 and 11 years of age)
    JPY 220

    Arriving/departing Kansai(Osaka)

    Class Price
    Adults
    (12 years old or over)
    JPY 440
    Children
    (between 3 and 11 years of age)
    JPY 220

    Arriving/departing Fukuoka

    Class Price
    Adults
    (12 years old or over)
    JPY 110
    Children
    (between 3 and 11 years of age)
    JPY 50

    Arriving/departing Kitakyushu

    Class Price
    Adults
    (12 years old or over)
    JPY 100
    Children
    (between 3 and 11 years of age)
    JPY 50
    • *
      Prices include consumption tax.
    • *
      If you have made a seat reservation (purchased a ticket) for your child, a child fare will apply, even if the child is under 3 years old.

    Applicability

    • 1 Applicability for purchase, changes and refunds is based on the applicability of the ticket purchased and fare used.
    • 2 Refunds issued after purchase of a ticket will be for the entire amount of the price.

    Airport Building Guide

Refund Method

Payment by Credit Card

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.

Payment in Cash

We will refund you in cash or by bank transfer.

Refund Method Refund Location
For Cash Star Flyer check-in counter
For Account Bank Transfer

SF CALL CENTER (Japan Domestic Flight Reservation and Information Center)

  • *
    Bank transfers may only be made to an account under the passenger’s name.
  • *
    The bank transfer fee will be borne by the passenger.
  • *
    After the refund procedure has been completed, we will refund the money to the specified account within 10 days to 2 weeks.
    This does not apply if a large number of flights are canceled due to a system failure of a financial institution or bad weather, etc.

When Using Shareholder's Benefit Discount

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.

Exceptions for changes and refunds

If you are unable to travel due to illness or other reasons, we will take the following action:

  • We accept changes to flights within 30 days from the day after the departure date of the reserved flight.
  • The refund charge and cancellation charge for changes and refunds will not be applied.
  • *
    Please make any reservation changes or cancellations for your reserved flight prior to its departure time.
  • *
    If you change your reservation or claim a refund due to illness or other reasons, you must submit a medical certificate from a doctor.
  • *
    In case of refund by bank transfer, the transfer fee will be paid by the customer.
  • *
    After the refund procedure is completed, reservation changes cannot be made and refund charges and cancellation charges cannot be refunded.

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

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Change/confirm reservations

Customers with a ticket reservation

Customers who have completed their reservations can view the details of their reservations from the following list of reservations, and can change or cancel a seat reservation.

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Check the Flight Status

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