Involuntary Changes and Refunds
Reservation changes or refunds are offered for flight delays and cancellations which are caused by bad weather, aircraft maintenance issues, etc.
- With regards to the change or refund of your return flight due to the cancellation of your outbound flight, please contact the Reservation and Information Center if there is a discrepancy in your reservation information.
Regarding Changes to Your Reserved Flight
Fees and Change Period
No change fee will be charged for the following changes.
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| Change Request Period | Start | After the flight delay or cancellation has been confirmed |
|---|---|---|
| Deadline | Until the departure time of your reserved flight | |
| Eligible Travel Period for Changes | Within 7 days before or after the departure date of your reserved flight | |
| Number of Changes Allowed | Only once However, if the changed flight is delayed or cancelled, we will accept another reservation change. |
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| Fees and Fare Difference Adjustments | No fees or fare difference adjustments will be charged or refunded. | |
| Refunds After a Reservation Change | Once a reservation change has been made, if you cancel for personal reasons, the applicable fee for the original fare will apply. | |
- The term "reserved flight" refers to the originally reserved flight that was or will be delayed or cancelled.
- As a general rule, these provisions apply to flights delayed by 30 minutes or more.
- If changes to a connecting flight or return flight (an itinerary returning to the departure point or in the same direction) are required as a result of transferring from a delayed or cancelled flight, such changes may also be made under the same conditions. If you would like to make a change, please contact the Solaseed Air Reservation and Information Center or visit an airport counter. Change procedures cannot be completed through the Solaseed Air website.
Changes to a Solaseed Air Flight
Where to Make a Reservation Change
You can reserve (change reservation to) the alternative flight in a following manner:
Changes via the Solaseed Air Website
Changes can be made through the Solaseed Air website up to 20 minutes before the departure of your reserved flight.
- Depending on the type of ticket, payment method, or point of purchase, reservation changes may not be accepted.
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The following cases cannot be handled through the Solaseed Air website. Please contact the Solaseed Air Reservation and Information Center.
- If changes to a return flight (an itinerary returning to the departure point or in the same direction) are required as a result of rebooking from a delayed or cancelled flight
- If an additional delay or cancellation occurs after a delayed or cancelled flight has been rebooked to another flight
- If an additional delay or cancellation occurs after the delay or cancellation of your reserved flight
- If part of a connecting itinerary has already been used
- If the itinerary is for an unaccompanied child
- If you have already checked in your baggage, reservation changes cannot be made through the Solaseed Air website or the Solaseed Air Reservation and Information Center. If you would like to make a change, please inform airport staff.
- For changes to an itinerary different from your reserved flight itinerary, please contact the Solaseed Air Reservation and Information Center.
When changing your route or itinerary, transportation expenses incurred will be handled as follows:
| If due to adverse weather or other similar causes | Transportation expenses will be borne by the customer. |
|---|---|
| If due to reasons attributable to Solaseed Air, such as aircraft maintenance issues | Solaseed Air will bear the transportation expenses within the scope determined by Solaseed Air. |
Online check-in
Check in online from 24 hours up to 20 minutes before your scheduled departure on Solaseed Air website.
You can also go through the procedures at self-service check-in machines or airport counter on the boarding date.
For Customers Who Have Paid Expenses Upfront Due to Reasons Attributable to Solaseed Air, Such as Aircraft maintenance issues
If transportation or accommodation expenses are incurred as a result of being rebooked to another flight, such as when the alternative flight departs on the day after your original reserved flight, Solaseed Air will reimburse the expenses you paid upfront within the scope determined by Solaseed Air.
For details, please refer to "For Customers Requesting Compensation (Expense Reimbursement)."
Changes to Other Airlines' Flights (For Reasons Attributable to Solaseed Air, Such as Aircraft maintenance issues)
Notes
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You may be rebooked to the following airlines while using your existing e-ticket.
No fees or fare difference adjustments will be charged or refunded.- ANA
- AIRDO
- Star Flyer
- IBEX Airlines
- Oriental Air Bridge
- JAL Group airlines
- This applies only to changes due to aircraft maintenance issues or other reasons attributable to Solaseed Air that occur on the day before or the day of departure of your reserved flight.
- Changes may be made to flights within 7 days before or after your reserved flight.
Where to Make a Reservation Change
If you wish to rebook to another airline's flight, please contact the place where you purchased your e-ticket, the Solaseed Air Reservation and Information Center, or an airport counter.
For Customers Who Have Paid Expenses Upfront Due to Reasons Attributable to Solaseed Air, Such as Aircraft Malfunction
If transportation or accommodation expenses are incurred as a result of being rebooked to another flight, such as when the alternative flight departs on the day after your original reserved flight, Solaseed Air will reimburse the expenses you paid upfront within the scope determined by Solaseed Air.
For details, please refer to "For Customers Requesting Compensation (Expense Reimbursement)."
Changes to Other Modes of Transportation (for reasons attributable to Solaseed Air, such as aircraft maintenance issues)
Notes
- If you choose to use a scheduled public transportation service other than air travel (such as the Shinkansen or a bus), Solaseed Air will cover the full fare of the public transportation service.
- Transportation expenses other than those between the departure airport and arrival airport shown on your e-ticket cannot be reimbursed.
- Only the basic fare and limited express fare will be reimbursed.
- Please complete the reimbursement procedure without requesting a refund of your e-ticket. If your e-ticket has already been refunded, the fare for the scheduled public transportation service cannot be reimbursed.
Procedure for Changing to Other Modes of Transportation
Step 1: Arrange Scheduled Public Transportation
Please make your own reservations and purchase tickets for the scheduled public transportation service.
As the receipt is required for reimbursement, please be sure to obtain one.
Step 2: Request Reimbursement of the Public Transportation Fare
Solaseed Air will reimburse the fare for the scheduled public transportation service.
Reimbursement Method
Please complete the reimbursement procedure within 30 days of the scheduled departure date of your reserved flight.
For details, please refer to "For Customers Requesting Compensation (Expense Reimbursement)."
Refunds
Refund Method and Processing Time
The refund method varies depending on the payment method used when purchasing your e-ticket.
| Credit card | Refund Method | Refund to the credit card used for purchase. |
|---|---|---|
| Processing Time |
The timing depends on the date the refund procedure is completed and the credit card company's billing and refund processing schedule. As a general guideline, refunds take approximately 1 to 2 months.
|
|
| Cash | Refund Method |
Refund by bank transfer to your designated account (transfer fee borne by Solaseed Air)
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| Processing Time |
Refunds will generally be processed within 10 days after the refund procedure is completed.
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Notes
- No cancellation fee will be charged for refunds.
- Refund requests must be made within 1 year and 30 days from the travel commencement date (or the issue date if travel has not commenced). On the Solaseed Air website, refunds may be requested up to 4 days after the final flight in the itinerary.*
- For Award Tickets, refunds can be requested through the Solaseed Air website up until the departure time of the first flight segment
- If a refund of a delayed or cancelled flight makes it necessary to refund a connecting flight or return flight (an itinerary returning to the departure point or in the same direction), those flights may also be refunded under the same conditions.
Cases Where Refunds Cannot Be Processed via the Solaseed Air Website
The following e-tickets cannot be refunded through the Solaseed Air website: Please contact the Solaseed Air Reservation and Information Center.
- If a refund is requested 5 days or more after the final flight in the itinerary
- • If you are traveling on a connecting itinerary with multiple flight segments and wish to refund only one segment before any segment has been used
- After one flight segment has been used, the remaining segment(s) may be refunded (depending on the fare type, refunds may not be available).
- If the e-ticket was purchased through a travel agency
- If, in addition to the reservation record for the delayed or cancelled flight, there is another reservation record that requires a refund as a result of the delay or cancellation
- If your e-ticket was purchased through a travel agency, please complete the procedure through the travel agency where it was purchased.
Changes (Reservation Changes) and Mileage Refunds for Award Tickets
If the flight reserved with the Award Ticket is (was) delayed or cancelled due to the reason attributable to Solaseed Air, you can get on another flight of Solaseed Air or receive the refund of the miles.
Rebook (Reservation Change)
How to make reservation
Please complete the procedure through the Solaseed Smile Club member page before the departure time of your originally scheduled flight (only one reservation change due to a rebook is permitted).
- The eligible travel period for the alternative flight is within 7 days before or after your originally scheduled travel date.
- You may transfer the Award Ticket (mile) after login to Solaseed Smile Club.
For Customers Who Have Paid Expenses Upfront Due to Reasons Attributable to Solaseed Air, Such as Aircraft maintenance issues
If transportation or accommodation expenses are incurred as a result of being rebooked to another flight, such as when the alternative flight departs on the day after your original reserved flight, Solaseed Air will reimburse the expenses you paid upfront within the scope determined by Solaseed Air.
For details, please refer to "For Customers Requesting Compensation (Expense Reimbursement)."
Mileage Refunds
If you wish to request a mileage refund, please complete the procedure here.