Trip not right? Message me directly — I answer myself.
Message meUrgentBooking an airport transfer abroad is a leap of faith. You hand a stranger your money, then hope someone shows up at the right gate when you land. RydAgent commits in writing to seven specific things — what we do, when we do it, and what happens if we fail. No marketing fluff, no asterisks.
How do I know my pickup is confirmed and who's looking after my trip?
As soon as your booking is confirmed we email you, and everything about it lives on your booking page — the "Manage this booking online" link in that email. Before pickup we text or email you that link again: once a driver is assigned it shows their name, car and plate, usually their live location once they're on the way, and a chat with your driver or our team. Our team handles everything about the booking itself — changes, questions, problems — on WhatsApp and email, 24/7.
How do I find my driver at the airport?
Your driver waits at the arrivals exit holding a sign with your name. We usually message you when they arrive — often while you're still on the plane or at immigration, so there's no rush. If you can't find each other, stay in the arrivals hall and message your driver or our team from your booking page (the link in our texts and emails), or call +81 70-8830-8866, any time.
What happens if my flight is delayed or cancelled?
Your flight is automatically tracked from the airline data feed the moment you book. Any delay length is covered — 30 minutes, 5 hours, overnight — your driver simply goes by your actual landing time, so you don't need to tell us about a delay. Free wait after landing is 90 minutes (the industry standard is 60; we extend it because international immigration and luggage retrieval routinely run long). If your flight is cancelled or rescheduled to a different day due to weather, mechanical issues, or any force majeure, send us the airline's notice or the new flight info and choose either a free rebooking for the new arrival or a full refund — your choice, even inside 24 hours. And if immigration or baggage runs past those 90 minutes, your driver still doesn't leave: tell us or the driver, and if he has another transfer booked after yours we reassign that trip to a different driver so he can keep waiting for you. Waiting beyond the free allowance is ¥6,000 per hour for an Alphard and ¥8,000 for a HiAce, in 15-minute blocks — under 15 minutes isn't charged. We don't leave passengers at the airport.
What if my driver doesn't show up?
If a driver doesn't show, your ride is free. We refund your fare in full, cover whatever you took instead — taxi, train, bus, anything, no cap — and add ¥10,000. On a private charter it's a double refund: your full fare back, plus the same amount again. You don't need to claim anything. Our dispatch system knows whether a driver reached you, so we contact you first, and we're done on our side within 24 hours (how fast it lands is up to your bank).
How does communication work during my trip?
On the day, you can usually message your driver or our team from your booking page. Messages with your driver are translated: you write in English, they read it in their language, and their reply comes back in English. Our English-speaking team handles everything about the booking itself — changes, questions, problems — on WhatsApp and email, 24/7, and can pass a message to your driver for you. Your licensed professional driver focuses on what they do best: safe driving on Japanese roads, knowing local routes and shortcuts, navigating Tokyo traffic. Most drivers have basic English and use a translation app to communicate — and the wheel is always in expert hands.
Who do I contact if something goes wrong?
Message our team on WhatsApp or email any time — that's your first line for anything about the booking. On the day, you can also message your driver or our team from your booking page, or call +81 70-8830-8866. Escalations reach the founder within 1 hour, 24/7. We're a small founder-run team — no call centers, no scripted reps, no escalation labyrinth.
Are there any extra charges — tolls, surcharges, parking?
The price you see at booking is the price you pay. Period. Highway tolls, late-night/early-morning surcharges, parking, fuel, GPS, child seat (¥2,000 per seat if requested) — all included or separately quoted upfront. The only exception is mid-trip changes you request (extra stops, route changes, additional destinations), which we quote in writing before charging. No hidden fees. Ever. Taxes are inside the price and tipping is never expected. Hourly charters follow the same rule — tolls, parking and fuel in the rate, and overtime never costs more: same hourly rate, 15-minute blocks, payable by cash or card link even after you're back at your hotel.
Is RydAgent a licensed, registered company in Japan?
Yes. RydAgent is operated by PLENS Inc. (株式会社PLENS), a Japanese corporation registered as a Travel Service Arrangement Business — Saitama Governor Registration No. サー184 (第サー184号, registered 2026). Transportation is performed by licensed local operators we vet and dispatch. You can verify us independently: the registration number above, our Wikidata entry (Q139577862), and our Google Business Profile all point to the same legal entity in Koshigaya, Saitama.