Customer help center
A smoother trip starts here.
Watch the platform walkthrough or find a quick answer before your next luggage handoff.
Video walkthroughs
Japanese walkthrough and narration
日本語FAQ
Frequently asked questions
How do I book a luggage delivery?＋
Choose the traveler dashboard, enter your pickup hotel, destination, bag count, date, and pickup window, then review and submit the request.
When should my luggage be ready?＋
Have every bag closed, labeled, and waiting at the confirmed pickup location before the start of your selected pickup window.
How can I check my delivery status?＋
Open your dashboard to see whether the request is requested, accepted, picked up, or delivered. The pilot refreshes operational updates automatically.
What if I miss the pickup window?＋
Contact Flex Carrier or your hotel immediately. A new pickup time may be required and availability is not guaranteed.
Can I change or cancel a request?＋
Customer cancellations after payment receive a 50% refund if luggage custody has not begun. Customer cancellations are nonrefundable after custody begins. If Flex Carrier cannot fulfill the original request and no compatible alternative is suitable, Flex Carrier provides a full refund. Requested changes may require a new routing review and any price change is shown before approval.
What should I do if my luggage is delayed or damaged?＋
Keep your booking reference and contact Flex Carrier immediately. Do not discard tags, receipts, or photos that may help document the handoff.
Approved partner?
Sign in to the secured pilot for role-specific operational help.