FAQs
1. Making a Reservation
Q. How can I book a flight?
A. Flights can be booked online or via our Contact Center or at airport counters
Booking fees apply when making a reservation via Contact Center or at airport counter.
Click here for more information about booking fees.
In addition, some travel agencies also handle Peach's air tickets. Please ask travel agencies directly.
Q. Do you have a wait list?
A. No, we don’t offer a wait list.
Q. What is the minimum connecting time?
A. Peach does not offer a connection service. If you choose to purchase an onward leg on the Peach network, please allow at least 60 minutes for domestic and 90 minutes for international between your flights arrival time and the next flights departure time. It is your responsibility when making a booking to ensure you have sufficient time to connect to onward flights. Please be advised that Peach cannot guarantee your connection to onward flights under exceptional circumstances such as delays or flight cancellations.
Q. When is the deadline for the payment?
A. The deadline for purchasing differs for different fare types.
Happy Peach tickets may be purchased up to 9:00 AM (JST) 2 days before the date of travel.
Happy Peach Plus tickets may be purchased up to one hour before the scheduled time of departure.
Q. I would like to make a group booking. How can I do that?
A. For online booking, currently 5 people is the maximum that can make a booking at one time. If you would like to book for over 6 people, create two bookings or call our Contact Center.
Extra charge will apply if you make a booking via Contact Center.
Q. I need special support for boarding the aircraft. May I book on the Internet?
A. Customers who require special support for boarding a flight should telephone the Contact Center, and should not make a reservation on the Internet. Please notify us at least 5 business days prior to your departure with what kind of special support will be required. A booking fee is usually charged for reservations made over the telephone, including for new reservations. However, the booking fee for new reservations will be waived for customers who require special assistance with their reservations.
Please click here, for more information about Special Support.
Q. How can I check my booking status?
A. You can check online. Please, prepare your booking number and go to "booking login" and enter your booking number.
Q. I haven’t received a confirmation email (Itinerary) after booking. How can I confirm my booking?
A. If you provide a valid email address when booking online or via a Contact Center you will receive an email itinerary, which includes the booking number, check-in barcode and the flight itinerary details within 5 – 15 minutes.
If you do not receive your confirmation email (itinerary), your booking may not be confirmed. If you wish to check the status of a booking, please contact our Contact Center.
Q. Can I book other travel options through Peach website?
A. Travel options including hotels, tours and travel insurance can be purchased through the Peach website.
Q. I provide invalid passport information when booking.
For international flights, your name in boarding pass must match as shown in passport. If not, you may not board the flight. If you find out the incorrect information in your itinerary, please call our Contact Center.
2. Fares and Charges
Q. What is the difference between “Happy Peach” and “Happy Peach Plus”?
A. The "Happy Peach” fare is the cheapest of the Peach fares. A basic level of service is included, for example passengers are allowed up to 10 kg of carry-on baggage. At the customer's request, optional services (such as checked baggage or seat selections) can be added for an extra charge. “Happy Peach” is recommended for customers who want to keep their air ticket expenses as low as possible.
The "Happy Peach Plus” fare plan allows up to 10 kg of carry-on baggage and also has the added advantages of one piece of checked baggage free of charge and free standard seat selection. Passengers can also change their flight without paying a change fee (*1), they only need to pay any difference in the ticket prices. “Happy Peach Plus” fare is particularly recommended when there is a high possibility that the customer will need to change their flight plans.
*1 Separate change fees are charged if changes are made at Contact Center or airport.
Click here for more information about fare tyepes.
Q. Does the fare cover a fuel surcharge?
Currently, Peach does not take a fuel surcharge for our international flights.
Q. Is the fares, fees and charges different based on the flight origin?
The fares, fees and charges such as baggage and seat selection are applied in the currency of your first point of origin. For example, if you book a one-way flight from Osaka (Kansai) – Seoul (Incheon) plus 1 checked-baggage, fares and baggage fees which are denominated in Japanese Yen are applied. On the other hand, if you book a one-way flight from Seoul (Incheon) – Osaka (Kansai) plus 1 checked-baggage, fares and baggage fees which are denominated in Korean won are applied.
| One-way：Osaka（Kansai）→Seoul（Incheon） |
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fees and charges in Japan Yen |
| One-way：Seoul（Incheon）→Osaka（Kansai） |
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fees and charges in Korean Won |
| Round trip：Osaka（Kansai）→Seoul（Incheon）→Osaka（Kansai） |
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Fees and charges in Japanese Yen for both outward and return. |
| Round trip：Seoul（Incheon）→Osaka（Kansai）→Seoul（Incheon） |
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Fees and charges in Korean Won for both outward and return. |
| Round trip： Book a flight (Osaka（Kansai））→Seoul（Incheon）→Osaka（Kansai）). In the return trip, you add 1 checked-baggage allowance at Seoul Incheon airport. |
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fees and charges in Japan Yen (because the first point of origin is Japan) |
Q. Do you offer special fares for groups or students?
A. Sorry, we don’t have either group fare or student fare.
Q. Do you have child (2-11 years of age) fare?
A. No, the fare for a child (2-11 years of age) is same as adult fare.
Q. How many infants (8days – 23 months) can I take? Do you charge infants?
A. One adult may accompany up to two infants less than 2 years of age. One of your babies is to occupy his or her seat using a child seat.
Infants who sit on the knee of an adult may fly free of charge. Infants who require a seat will be charged the same fare as adults. Please see here for details.
Q. How much do you charge for optional services (checked baggage/ seat selection)?
A. To learn about optional services (such as checked baggage and seat selection) and fees, please click here.
3. Seat Selection
Q. What are the differences between standard and stretch seats?
A. Stretch seats have more leg room than standard seats.
These can be reserved for an extra charge.
For safety reasons, some seats do not recline.
Please view seat map and see here for details of fees.
Q. After my initial booking, can I add seat selection?
A. Yes, advanced seat selection can be done on the website or through our Contact Center. If seat selection is made through the Contact Center, seat selection fee for Contact Center is charged.
Q. I have already purchased seat selection. Can I change seat selection again?
A. The rules differ depending on fare types.
If your ticket is Happy Peach, purchased seat selection is one-time only. To change the selected seat to different seat, you need to pay seat selection fee again to choose another seat. Previously paid fees are non-refundable.
If you change flights, the previously selected seat is cancelled and you will lose previously paid fees in full. If you want to select seats for new flight, you need to pay seat selection fee again.
If your ticket is Happy Peach Plus, you can change seats as many times as you want, up to 1 hour before your departure. If you purchase a stretch seat and change flight, your stretch seat is cancelled. If you want to sit in a stretch seat for your new flight, you need to pay for the stretch seat again.
In the event that your flight schedule is changed due to reasons including cancellation of your flight, we may not be able to secure the seat of your request, depending on the seat availability on the new flight.
4. Baggage
4－1 Carry-on Baggage
Q. How many baggage can I bring onboard?
A. In addition to personal items such as handbags, cameras and umbrellas, passengers are allowed one item of carry-on baggage. Any items which exceed the size and weight regulations for carry-on baggage should be handed in at the baggage counter. For more information about carry-on baggage allowance, please see here.
Q. What is carry-on baggage allowance?
A. Some items are prohibited from being carried on or checked in.
Explosives (including fireworks), flammable liquids and solids (including matches, lighters and lighter fuels, alcoholic beverages exceeding 70% alcohol by volume), compressed the gases (including butane gas cassettes and O2 bottles for sports use and Aerosols (Dust removal)) , poisonous substances (including insecticides), radioactive materials, highly magnetized materials, oxidizing substances, offensive or irritating substances, and any other articles liable to endanger and/or damage the aircraft, persons or properties aboard cannot be brought onboard and cannot be carried as either checked or carry-on baggage.
In addition to the above, there are other items that are not accepted as carry-on or checked baggage.
These regulations may change without prior notice. For the most up-to-date information, please check here.
Q. Can I bring beverages onboard?
A. There are restrictions on liquids to be carried onboard.
Different rules apply for domestic and international flights. Please check here.
4－2 Checked-in Baggage
Q. Do you charge for checked-in baggage?
A. Yes, we charge for all checked-in baggage, except for the first bag on Happy Plus fares.
Please see baggage fees for more details here.
Q. After my initial booking, can I add baggage?
A. Yes, but it cannot be done on the website. Please contact our Contact Center.
In this case, the Seat Selection charge for Contact Center applies.
Q. I have already purchased a checked-in baggage, but I don't need it anymore. Can I have a refund?
A. Sorry, baggage fees are non-refundable.
Q. Are there any restrictions on the weight, size or number of pieces of checked baggage?
A. The weight of each piece of baggage must be 32 kg or less and the sum of its 3 external dimensions must be 203 cm or less.
Also, if the baggage weighs more than 20 kg but less than 32 kg, a separate excess baggage fee will be charged.
We cannot accept the following items of baggage.
(1) Baggage exceeding 100 kg in total for a single passenger.
(2) Large items of baggage that exceed 32 kg per item.
(3) Items for which the sum of the 3 external dimensions exceeds 203 cm.
Please see here for other restrictions on baggage.
Q. Are there any items which cannot be checked-in?
A. Expensive goods such as cash, precious metals, jewelry, valuable securities, art objects and fragile goods such as clocks/watches, cameras, PC or glassworks must not be included in checked-in baggage. Animals including pets are also not allowed to be brought onboard or to be checked in. Peach does not have any responsibility in case of lost items or damaged items.
There are also other restrictions for checking-in.
For more information, please see here.
Q. Can I check in golf bags, skis, bicycles, surfboards, etc.?
A. We accept sports equipment such as golf bags, skis, windsurfing equipment, surfboards and bicycles for a fee. However, we cannot accept sports equipment if the weight of an item (or a set) exceeds 20 kg.
Please see here for details.
There are some items of sports equipment which we cannot accept for safety reasons, for example tanks for scuba diving.
Please see here for details.
Q. What is Peach’s policy on the carriage of animal/pets?
A. Peach does not accept animals or pets on any route. However, guide/assistance dogs are allowed onboard.
Q. I use an electric wheelchair. Can I check it in?
A. For passengers with a disability, we will accept the mobility aid that the passenger uses, such as wheelchairs, free of charge.
Depending size, weight and type. Some wheelchairs may not be accepted. Please click here for more information.
Q. I paid the baggage fee, but I need to change my flight. Do I need to pay the baggage fee again?
A. Yes, if you change your flight, the additional baggage fee is payable and previously paid fees are non-refundable. Please call our Contact Center to add baggage. This procedure cannot be done on the Internet.
5. Making a Payment
Q.How can I pay for my flights?
A.
1）If you make a booking online, the following payments are accepted:
・Credit Cards： VISA, Master, JCB, Diners Club
・Convenience Store/ Internet Banking:
You can pay at convenience stores within Japan using multimedia terminals.
Maximum amount payable is 300,000 yen.
Currently, we only support Japanese in the payment instruction on the booking screen.
・Peach Points：Please see here for more information
2）If you make a booking via Contact Center, the following payments are accepted:
・Credit Cards： VISA, Master, JCB, Diners Club
・Peach Points：Please see here for more information
3）If you make a booking via the Airport Counter, the following payments are accepted:
・Credit Cards： VISA, Master, JCB, Diners Club
・Peach Points：Please see here for more information
4) If you change bookings and need to make additional payments, the following payments are accepted:
・Credit Cards： VISA, Master, JCB, Diners Club
・Peach Points：Please see here for more information
Q. Although I clicked the "Purchase" botton, nothing showed my payment has been successful. Should I click again?
A. We understand it may take a long time for the system to respond when it is very busy, however please only click "Purchase" once
Q. What is Peach Points？
A. Passengers are entitled to use Peach Points to pay fares, charges or taxes at a rate determined by Peach. Points may only be used by the Passenger who earned the Points. It may take up to 7 days to issue Peach Points after the request has been made. Points shall be valid and in force for a period of 180 days commencing on the day on when the Points are issued. Points may not be exchanged for cash.
Q. How can I use Peach Points?
A. Passengers are entitled to use Points to pay fares, charges or taxes at a rate determined by Peach.
Points may only be used by a Passenger who earned such Points and are valid for 180 days commencing on the day on which such Points are issued. Peach Points Number is required to use the Points. Please prepare this number before you make your reservation.
Q. What is the deadline for payments for each of the payment methods？
A. For credit cards and the use of Peach Points, please make your payment at the same time as the reservation is made. For payment in convenience stores or via Internet banking and , it is necessary for the payment to be completed within 24 hours of the reservation being made, and more than 72 hours before the scheduled departure time.
Q. Is the credit card information protected？
A. We use SSL (Secure Sockets Layer) encryption technology for our credit card payment page and also for the other pages where personal information is submitted. This makes it possible to encrypt the data flowing on the Internet and to prevent leaks.
Please see our privacy policy for details.
6. Changes, Cancellation and Refunds
Q. How can I change my booking?
A. Flight dates and times are changeable*. Such flight changes can be made either online or via the Contact Center. In addition, adding a seat selection after your initial purchase can be made either online or via the Contact Center.
However, the following procedures cannot be made online; so please call our Contact Center:
- Adding or changing baggage options
- Changing fare types (Happy Peach⇔Happy Peach Plus)
Flight change fees and any price difference between the original fare paid and the lowest total price available at the time of the flight change is charged. Please note that if the fare on the new flight is lower, no refund will be made. These charges are payable by credit cards or Peach Points (Convenience store payment and Internet banking are not acceptable).
*subject to seat availability
Q. On the booking change page, the error message “There was an error in the callback” is coming up. What does it mean?
A. If you have not been doing anything on the page for a set length of time the server will time out your session. At this time, the error message “There was an error in the callback” comes up in the display. If you see this error message, please close the browser and try again.
Q. How can I confirm my booking change?
A. To confirm your booking change, please click here, and enter your booking number.
Q. After your initial booking, can I add options such as seat selection and baggage?
A. Yes. If you wish to purchase seat selection after your initial booking, you can do so online or via Contact Center. If you wish to purchase baggage after your initial booking, please book it via Contact Center (online booking is not available).
Q. Can I give my air ticket to a friend (family member)?
A. It is not possible to change the name on tickets.
It is not possible to transfer your ticket to somebody else.
If the person to travel is to change, the ticket must first be cancelled and then a new ticket must be purchased.
Q. I found the cheaper fare after I made payment. Can I exchange?
A. The cost of fares varies according to the number of seats available and other factors. The fare is valid at the time of issue of the ticket. Tickets cannot be exchanged.
Q. Is it possible to get a refund if the flight is subject to major delayed or cancelled due to the weather conditions, for example a typhoon or snowfall?
A. Regardless of the type of ticket that has been purchased, Peach takes the following methods to deal with flights that will be or have been severely delayed or cancelled due to reasons beyond human control such as bad weather (typhoons and snow).
1. Transfer to an alternative Peach flight. (We will not transfer to other airlines' flights)
2. Refund:
・When the payment has been made by credit card, the refund will be made to the credit card account, or else as Peach Points.
・If the payment has been made in a convenience store or with Internet banking, the refund will be made by bank transfer to your account or as Peach Points.
・If both a credit card and Peach Points were used for the payment, the amount charged to the credit card will be returned to the card account, and the remainder will be refunded as Peach Points. Or else, the full amount may be refunded as Peach Points.
For more details about applications, we will announce on our website at a later date.
7. Special Support
Q. I need special support when boarding the flight. Do I need to notify you in advance?
A. Yes, if you require special support at the airport or on board, please contact our Contact Center by telephone at least 5 days prior to your departure.
Depending on the type of assistance you need, you may be required to submit a Medical Information Form.
For more information, please see here.
Q. When does a passenger need to be accompanied by a personal care attendant？
A. We require an able bodied accompanying person aged 12 and over to accompany a disabled person when it is evident that the person is not self-reliant and could pose a risk to safety. In practice, this means anyone who is unable to unfasten their seat belt, leave their seat and reach an emergency exit unaided, retrieve and fit a lifejacket, don an oxygen mask without assistance, or is unable to understand the safety briefing and any advice and instructions given by the crew in an emergency situation (including information communicated in accessible formats).
For more information about Special Support, please click here.
Q. I have recently undergone heart surgery. Can I fly on an airplane?
A. You may be affected by changes in air pressure and oxygen concentrations during the flight.
Passengers with medical conditions such as recent surgery, illness, heart disease or breathing difficulties are recommended to discuss their travel with their doctor prior to making a reservation.
Please note that Peach may refuse to carry a passenger due to the state of their health.
Q. Do you rent out wheelchairs, baby carriages, strollers or child seats？
A. We do not rent out any of these items. Passengers should bring along and use their own items if necessary. Wheelchairs should be checked in at the airport counter and the passenger should use a wheelchair provided by the airport up to the boarding gate.
Q. I am pregnant. How many days before my expected date of delivery can I fly?
A. The concentration of oxygen falls during a flight and women in the late stages of pregnancy can be affected by oxygen deficiency.
For that reason, Peach does not recommend that passengers fly within 14 days of their expected delivery date, counted including the expected delivery date.
However, if the flight is essential, it is possible for pregnant passengers to fly under the following conditions.
Passengers within 14 days of their expected delivery date (including delivery date).
・A doctor's certificate (written in English or Japanese) must be submitted.
・The passenger must be accompanied by a doctor.
Between 15 and 28 days before the expected delivery date (including delivery date).
・A doctor's certificate (written in English or Japanese) must be submitted.
For more information about pregnant passengers, please see here.
Q. I have a newborn baby. Can we fly?
A. Babies less than 8 days old may not board a flight.
Q. Can two children aged 11 and 6 board by themselves?
A. Children under 12 years of age may not board alone.
Q. What age do children need a seat from?
A. A seat is always necessary for children aged 2 and above. Please purchase an air ticket at the usual fare.
8. Inflight
Q. What snacks and drinks are available onboard?
A. Peach offers a great variety of delicious food and beverage selections on all flights, which are for sale.
Our inflight menu includes meals, snacks and hot and cold beverages along with beers and chu-hi, and uniquely Peach flavored items. Click here for further details.
9. Flight
Q. To where do you fly？
A. Peach will begin its domestic flights from March 1, 2012, and international flights from May 8, 2012. For more information, please see route map.
Peach will continue to expand our services and grow to be Japan’s best low cost carrier, which will make it possible for everyone to easily enjoy reasonably priced fares any time of the year.
10. Peach’s Aircraft
Q. Which aircraft are you using？
A. We will be using the airbus A320. The A320 Airbus series (including A321, A319, A318) has sold over 7,000 aircraft worldwide. Airbus has aircraft in over 250 airports around the world and the single-aisle A320 aircraft is a best seller. We have selected the aircraft type with the largest carrier width in order for a more comfortable and modern flight experience.
11. LCCs
Q. What is an LCC?
A. LCC stands for low-cost carrier. By reviewing all services and functions, and applying new business strategies, we will be able to create a safe, cost-friendly airline.
Q. How are LCCs doing overseas？
A. LCCs make up around 30% of the airline market in Europe, Southeast Asia and Oceania. The LCC is recognized as a low-cost, convenient means of transportation.
Q. Aren’t LCCs less safe than commercial airlines？
A. Safety is the single most important element when running an airline and there will be no corners cut in order to ensure that our customers have a safe, comfortable flight experience. By utilizing ANA’s extensive experience and knowledge in regards to flight safety standards, Peach is dedicated to providing a safe, reliable flight experience.
Q. How will you provide cheaper airfares than other airline companies?
A. With safety being our biggest focus, we will review our services and business strategy in order to provide a safe, reliable, cost-effective airline. By reviewing our business strategy and breaking down complexities, we aim to create a simple, reliable means of transportation.
Q. Specifically, what parts of your business/services do you plan to review?
A. Operationsa, Airport services, cabin attendants, marketing and sales, marketing approach and business strategy are the elements that are under review and this will result in a low-cost, reliable airline. (not sure you shold mention aircraft maintenance as an area we are trying to save costs on??)
Q. What is included in the airfare？
A. Similar to trains, LCCs typically consider the fare to be “the means of travelfrom point A to point B.” For services within the aircraft and at the airport, customers will be able to choose between desired services and purchase them at their leisure.
12. Our Brand
Q. What is the reasoning behind Peach？
A. Peach is a common fruit known by everyone. Peach has been appreciated in Asia as a symbol of long life, prosperity, energy and happiness since ancient times. Moreover, the Japanese peach is popular in Asia due to its flavor and beautiful form. Peach aims to become an airline company loved by both Asia and Japan much like the fruit, and to provide a flight service where anyone can enjoy easy, convenient travel.
Q. What kind of message is Peach trying to convey？
A. We think it is very important to display the strengths of the Japanese brand. We promise 3 elements to our customers: Safety, competitive prices and Japanese quality service. As safety and competitive pricing are not enough to distinguish us from other LCCs, Peach will possess a unique "Japanese" element moving forward.
13. Newsletter
Q. What special information does the Newsletter contains?
A. It plans to contain information regarding fares, events, and campaigns. The timing to start distribution has not been confirmed.
14. Employment Opportunities
Q. How can we get information regarding employment？What positions are available?
A. We accept applications at Peach Aviation’s homepage (flypeach.com). Please refer to “Careers” for open positions.
15. Hotels, insurance
Q. I have a question about hotels, or insurance, who do i talk to?
A. Hotels and insurance are managed by our partners. Please access to our partner FAQ pages on the respective websites for more contact information.
