Dynamic Package Frequently Asked Questions(FAQ)

International Travel Package(Flight+Hotel) FAQ
Flights FAQ
Hotels FAQ

※ For order details, please refer to each FAQ for Flights or Hotels.

Reservation
1) Please tell me about how the contract works
2) Are other taxes such as fuel surcharges also included in the "show price?"
3) Is transportation to/from the hotel included?
4) Do you offer excursion trips and multiple locations(on one reservation)?
5) Is it possible to choose preferences such as what floor the room is on, what type of view the room has, and if the room/floor is prohibits/allows smoking?
6) Are hotel meals included?
7) Can I reserve 2 or more hotels at the same time?
8) I cannot select an airline and cannot proceed any further.
Reservation Changes/Cancellations
1) How will cancellation fees be charged?
2) I want to change the hotel details
Payment
1) Please tell me about payment methods
1) Please tell me about how the contract works
The customer will make a travel arrangement contract with our company.
2) Are other taxes such as fuel surcharges also included in the "show price?"
Yes. The total amount is included.
3) Is transportation to/from the hotel included?
No, it is not. You must find your own means of transportation to the hotel. Depending on the hotel, methods of transportation to the hotel from the airport may be limited. It is required that you guarantee that your hotel is near the airport of your flight and that you confirm your first and final day of the hotel. You may check online for confirmation or you may ask our call center if you have a question.
4) Do you offer excursion trips and multiple locations(on one reservation)?
We currently only offer simple round-trip trips and limit locations to one location per reservation.
5) Is it possible to choose preferences such as what floor the room is on, what type of view the room has, and if the room/floor is prohibits/allows smoking?
If the information such as the room view and room type are listed on the hotel's information page, you may choose such preferences. However, if it is not listed, you might not be able to choose those preferences.
6) Are hotel meals included?
The hotel's information page states if hotel meals are included. If it is not listed on the information page, it is not included.
7) Can I reserve 2 or more hotels at the same time?
No. Please reserve only one hotel that fits the time schedule of your flight. If you would like to reserve two or more overseas hotels on this website, please make a separate reservation for each additional hotel. After searching for the desired location to stay, you can easily find a particular hotel by searching again using the hotel name.
8) I cannot select an airline and cannot proceed any further.
The airline reservation system is busy or the selected flight may have already sold out. In this situation, we ask that you please select another airline.
1) How will cancellation fees be charged?
Because this is determined upon the travel arrangement contract, it will depend on the regulations set by the respective airline and hotel.
2) I want to change the hotel details
You will have to completely cancel your hotel reservation and make another reservation. Please understand that if you cancel the reservation after completing the payment, you are required to pay a fixed cancellation fee.
1) Please tell me about payment methods
After making your hotel and flight reservations, you must pay the entire balance before the payment due date.

Reserve
1 Please tell me about purchase methods and ticket types.
2 Please tell me how to receive air ticket.
3 What is the "Fuel Surcharge?"
4 How are fuel surcharge and other international taxes calculated?
5 Please tell me how to use the E-Ticket.
6 Is it possible to make reservation over the phone?
7 What are the "tax and other additional fees?"
8 What is the "arrangement handling fee?"
9 How can I find out prices for children and infants?
10 Is it possible to view the entire amount?
11 How are reservations confirmed?
12 Can I review the Travel Terms and Conditions?
13 Will mileage points add onto my airline mileage program?
14 How late can you make a reservation?
15 How early in advance can you make a reservation?
16 Is it possible to reserve flights for international departures.
17 Do you mind if I make a duplicate reservation at another company?
18 If I am sick or injured and require support while traveling, can I apply for such support?
19 I completed my reservation but I didn't receive any e-mails/phone calls.
20 Can I choose a specific seat?
21 What are the "various airport taxes?"
22 Can I purchase flights such as excursion trips, open-jaw tickets, and one-way flights?
23 Regarding Passports and Visas
24 If the airline is undetermined, when will the airline be decided?
Payment
1 What kinds of payment methods are there?
2 Is it possible to extend the payment deadline?
3 When will the payment be deducted from my credit card?
4 Please tell me how to make a payment.
5 Was a payment deducted twice from my account by mistake?
6 Is it possible to pay by credit card in installments/bonuses/revolving payments?
7 I feel anxious about entering my credit card number over the internet.
8 A credit card error occurred.
9 Can I pay using a debit card?
10 An error occurred in the middle of the credit card payment procedures. Are the payment procedures complete?
11 When must I make my payment by?
12 Does it matter if the person responsible for payment is different than the traveler?
13 I paid by card. Did the payment successfully complete?
14 Why does it display [There is no login information] at the payment screen?
15 When paying with the credit card, what is the security code?
16 There are two listing on my card's invoice.
Terminology
1 What is an "E-Ticket?"
2 What are indirect flights?
3 What is "Transit?"
4 What is a "Connecting Flight?"
5 What is "FIX?"
6 What is a "Validated Ticket?"
7 What are "Open Tickets?"
8 What is "PEX?"
9 What is "Online?"
10 What is the "Child Fare?"
11 What is the "Infant Fare?"
12 What is a "Codeshare Flight?"
13 What is a "layover?"
14 What is "Mr." and "Ms."?
15 What are the "over economy class" and "over business class?"
16 What is "Operator"?
17 What is "Aircraft"?
18 What is the "flight time?"
19 What is a "travel package?"
20 What is "open-jaw?"
Change
1 It is possible to make changes(schedule, name) after the reservation has been made?
Cancellation
1 I paid for the product already, but now I would like to make a cancellation.
2 How much do the cancellation fees costs?
3 I made a reservation for two people, but now I would like to cancel the reservation for only one person.
4 Besides the cancellation fees, will I be charged any other fees?
5 I would like to cancel my reservation. Is there a time restriction on when I can cancel?
6 Please tell me about refund methods and refund times after cancellation.
7 When will I I be charged the cancellation fees?
8 I've already received my E-Ticket, but I would like to make a cancellation.
Important Points / Other
1 Can I choose to use only one part of my flight?
2 I made an mistake in the birth date entry.
3 I made a mistake in the name entry.
4 How do I register for the airline's mileage program?
5 Is my personal information secure?
6 The layover time for the flights shown in the search results are short.
7 I would like to know information about the airport terminal I will depart from.
8 Why did the price for the same item that I viewed before change?
9 Do I have to contact you with my passport information?
10 I have dual nationality. What should I do about the passport/address?
11 About flights that depart past Midnight(00:00 / 12:00AM)
12 Boarding of Expectant Mothers and Infants
13 Please tell me the structure of the flight's fixed fees.
14 Why are sold-out items(no seats available) still shown on the website?
15 What should I put as my local contact information?
16 Should the hotel name be written in the local language?
Operations
1 Please tell me how to efficiently find a flight.
2 How can I find the flight I want faster?
3 The airline that I want to make a reservation with and the flight that I want is not displayed.
4 How many people total can I apply for?
5 At what point in time is the seat reserved?
6 I cannot open the file that was attached to the e-mail.
7 What if the screen cannot move?
8 How do I clear my browser's cache?
9 I haven't received an e-mail.
10 Please tell me ENA's recommended browser.
11 What if a previously searched departure date is displayed in the search conditions?
12 Why do I get this "cannot purchase" message at the "vacancy results / select flights" page?
13 I can't proceed because I can't select an airline.
14 I cannot register my e-mail address.
Departure
1 Is the re-confirmation necessary?
2 Is the "E-Ticket customer slip" necessary to bring?
3 What should I do when I check-in at the airport?
4 Please tell me about the check-in time.
5 What should I do if the flight is suddenly delayed or is cancelled during the trip or at the time of departure?
6 If for some emergency/reason that I must suddenly return to my country, can I make changes to my ticket? Can I receive a refund?
7 If my airline made a sudden change to my reservation, may I use my original E-Ticket as it is?
8 When will my E-Ticket arrive?
9 Do you support online check-ins for airlines?
10 I cannot retrieve my E-Ticket.
11 I don't have a printer to print the E-Ticket.
12 Please show me how to read the E-Ticket.
13 What should I do if I miss my scheduled flight?
14 For customers who purchase items with a modifiable return date
15 About Checked baggage
1 Please tell me about purchase methods and ticket types.
We currently offer all types of international tickets. We do not offer online reservations for trips that only include partial transportation such as one-way trips.
2 Please tell me how to receive air ticket.
You will receive an E-Ticket. The departure guide is found on the E-Ticket. You can also retrieve the E-Ticket by clicking on the retrieval link inside the e-mail. The E-Ticket may also be included in the e-mail as an attachment.
3 What is the "Fuel Surcharge?"
You will receive an E-Ticket. The departure guide is found on the E-Ticket. You can also retrieve the E-Ticket by clicking on the retrieval link inside the e-mail. The E-Ticket may also be included in the e-mail as an attachment.
4 How are fuel surcharge and other international taxes calculated?
When you search and make a reservation, the amount shown will be calculated in the conversion rate at that instant. Due to constantly changing conversion rates, the price may differ at the time of payment in comparison to the time of searching/reserving. Furthermore, concerning fuel surcharges and other international taxes at the time of payment, any additions or changes will be shown and calculated in the latest amount.
5 Please tell me how to use the E-Ticket.
When you go on your trip, please bring your E-Ticket slip and passport(required visa) to the check-in counter. You will receive a boarding card/boarding pass for your destination. There is no return path ticket. When you are at immigration inspection, please present your travel itinerary and your passport(required visa). When you return home, in the same manner as before, please bring your e-ticket stub and passport(required visa) to the check-in counter.
6 Is it possible to make reservation over the phone?
Unfortunately, it is not possible. We currently only accept reservations that are booked online.
7 What are the "tax and other additional fees?"
There are many kinds of taxes(can be paid in advance) associated with each respective ticket that is issued. There are taxes such as the immigration tax, airport facilities usage tax, customs inspection tax, and noise tax. Also, there are other additional fees that are already included such as the fuel surcharge, aviation insurance premium fees, and ticket issue handling fees. Fees that must be paid at the local area are not included.
8 What is the "arrangement handling fee?"
When applying for a flight with ena, each person is charged an arrangement handling fee. Please go to this page to review the arrangement handling fee. Also, please acknowledge beforehand that even if you cancel your reservation, you cannot receive a refund for the respective handling fee. Furthermore, after completing your purchase online, if one of the following cases correspond with your situation, your handling fee amount may change.

1. If there is a change to the reservation contents(date, airline, ticket type, etc.)
2.If you informed the call center that more traveler's were added onto the reservation.
3.If you cancelled a purchased order and rebooked online.
4. If you agreed to a reservation contract for a product different than the one you selected.
9 How can I find out prices for children and infants?
1.When searching for flights, please enter the number of child travelers.
2.Please click the "view more" button on the desired product.
3.After selecting your departure and returning flight, please click on "Enter Traveler Information."
4.Please click on the "show amount" button found within the "Reservation Information Entry" screen.
After its automatic calculation, each respective fee will be displayed.

*There are also products that do not have set prices for children. For such cases, the adult price will be applied.
10 Is it possible to view the entire amount?
You can view the entire amount. The price shown at the screens such as the "search results" screen is each product's basic rate. Proceeding from there, at the "Seat availability results / Flight selection" screen, the latest taxes / other additional fares and handling fees, domesting airport usage fees, etc. are all added to the total amount and instantly calculated and shown.
11 How are reservations confirmed?
We will send you an e-mail containing the reservation confirmation and invoice. Please review it.
12 Can I review the Travel Terms and Conditions?
You can.
Please refer to the following.
Travel Terms and Conditions
13 Will mileage points add onto my airline mileage program?
Please directly contact each airline for information regarding whether or not milage points can be added from the purchased flight. Furthermore, if you refine your search by searching by flight alliances, etc., the current search engine does not take adding mileage points into account. Please acknowledge this. Please click here to review mileage registration.
14 How late can you make a reservation?
It differs depending on the product, but you can generally reserve up to the day before departure.
15 How early in advance can you make a reservation?
It differs depending on the airlines, but you can make a reservation as early as one year in advance.
16 Is it possible to reserve flights for international departures.
Yes, it is possible.
17 Do you mind if I make a duplicate reservation at another company?
When a duplicate reservation with the same name, date, and flight is detected by the airline, it will result in an automatic cancellation of the reservations. Also, if the reservations occur on different dates, depending on the airline, the company may deem them as duplicate reservations and automatically cancel them.
18 If I am sick or injured and require support while traveling, can I apply for such support?
For such requests, after completing their reservation with ena, customers directly contact their airline. Our company cannot fulfill these kinds of requests. Please acknowledge this.
19 I completed my reservation but I didn't receive any e-mails/phone calls.
If you have not been contacted by the following business day, there may have been an error within the registration of the customer's e-mail address. Please contact our call center for assistance.
*Telephone call services available during office ours for Monday - Friday and Saturday acceptable E-Mailing service only.
20 Can I choose a specific seat?
Before the reservation is completed, we cannot tell you if seating specification is possible.
◆For customers still in the middle of reservation procedures.
Within the "Enter Traveler Information" screen, you can click on the "Seating Request" column to send a seating request.
However, depending on the airline / ticket type, prior seating specification may not be possible. Also, please acknowledge beforehand that seat specification may only be available during an airline's reception business hours.
The request's result can be found within the e-mail containing the reservation confirmation and invoice. This e-mail will be sent to you within 24 business hours.
◆If you have the E-Ticket Slip on Hand
Please contact your airline directly.
Furthermore, depending on what sections of your airline allows such as online check-in, it may be possible to have prior seating specification, but you should check with your airline's home page to confirm if it is possible.
(Warning)
Because prior seating specification is handled differently for each airline, please understand that it may not fulfill your expectations. We can assist you with your request. However, we bear no responsibility for what occurs. Even if the reason for your reservation cancellation is that you could not reserve the seat you wanted, you will still have to pay the normal cancellation fees. Please acknowledge this beforehand.
21 What are the "various airport taxes?"
The various airport taxes are taxes such as the immigration tax, airport tax, and noise tax. They are split into the <Things that must be paid for when purchasing the flight> and <Things that must be paid for at the local airport>.

<Things that must be paid for at the local airport>These cannot be paid for in Thailand. We ask that customers please go to the pay for these items on their own at the local airport.
●Main Countries that require payment at the local airport/area●
Indonesia, Philippines, Peru, New Zealand, etc.
(There are other countries not listed above that require payment at the local airport/area, so please be sure to check and confirm on your own.)
22 Can I purchase flights such as excursion trips, open-jaw tickets, and one-way flights?
Yes, it is possible to purchase excursion trips and open-jaw tickets. However, we do not deal with one-way flight ticket.
23 Regarding Passports and Visas
Passport:
Depending on the travel destination, at the time of entering the travel destination's country, the customer's passport must have the at least the set miniumum remaining time before expiration date(usually 6 months) to be able to enter another country. If your passport's expiration date is nearing it's final year, we recommend checking your destination country's entry requirements before deciding your travel plans.
Full Name:
Your name on the passport and on the ticket must be identical. If they differ, you may not be able to embark on your trip. After purchasing a product or service, if your name or a fellow travelor's name is changed before the start of the trip(Ex: Name change because of marriage), please contact us immediately so that we can have necessary changes made on the respective traveler's travel documents so that they will comply with the airline's regulations, etc. In this case, an additional fee may be charged.
Visa:
For information or advice on whether or not a visa is required for the travel destination's country, it is the customer's responsibility to obtain such information or advice.

Please pay attention to the next point:
If a regulation concerning visas or passports changes, please allow for plenty of excess time before the trip so that you can confirm what changes occurred with the appropriate embassy. It is the traveler's responsibility to obtain the required visa or valid passport. Because it takes to time to process and obtain a visa, we recommend that you allow for plenty of excess time when you apply for a visa. We do not take responsibility if a customer does not possess the correct travel documents.
24 If the airline is undetermined, when will the airline be decided?
Excluding parts of some products, between the time after payment and about 7 days before departure, you will be informed of the airline's detailed schedule. For customers that take their airline and addition of their mileage points into deep consideration, please use the airline specification of a discount flight or Purchase Excursion Fare(PEX) flight. Please click here to review information regarding addition of mileage points.
1 What kinds of payment methods are there?
You can pay only with credit card(VISA, Master, JCB, AMEX, Diners Club).
2 Is it possible to extend the payment deadline?
For a Purchase Excursion Fare(PEX) flight, airline, ticket type, and ticket issue period are all set and payment deadline extensions are generally not possible. Please note that a reservation that passes the payment due date will automatically be cancelled and therefore, not extendable.
3 When will the payment be deducted from my credit card?
It depends on the credit card company's closing date, but payments are generally deducted in the month after next.
4 When will the payment be deducted from my credit card?
Please review our response e-mail.
5 Was a payment deducted twice from my account by mistake?
During the credit card payment process, if you conduct an action that doesn't comply with the credit card usage regulations, it may be possible for an error such as a duplicate payment to occur. The most likely reason for a duplicate payment to occur is [if a customer presses the browser's return/go back button during the credit card payment process and then presses the Payment button again]. In this situation, the orders may systematically be treated as an error:[The same product has been purchased twice].
6 Is it possible to pay by credit card in installments/bonuses/revolving payments?
"We apologize for the inconvenience, but customers can only buy Purchase Excursion Fare(PEX) flights with Single payment. Furthermore, please directly contact your credit card company for issues such as bank withdrawals. "
7 I feel anxious about entering my credit card number over the internet.
At ena, we use a service known as Privacy Lock. They manage all personal information and flawlessly protect the information, so please be rest assured. Also, of course, we use SSL(Secure Socket Layer) to encrypt all information.
8 A credit card error occurred.
Please check the following list of common reasons.
■If you need to confirm the entry contents■
・Credit Card Number
・Expiration Date
・Confirmation Number(Security Code)
・Number of Payments
■If you need to use another card■
・Debit Card
・Pre-paid cards
・The cardholder name is different
■If you need confirmation from the credit card company■
・The credit limit has been put on hold.
■If you need confirmation from the credit card company or need to use another card■
・You cannot use that card itself.
・There is a limit to how many times the credit card can be used.
・The card is over its credit limit.
9 Can I pay using a debit card?
A debit card is linked to the credit card owner's bank account. If you pay with a debit account, the payment will complete and the balance will be deducted from the bank account. Our company does not accept debit card payments. Please acknowledge this.
10 An error occurred in the middle of the credit card payment procedures. Are the payment procedures complete?
If you received a reservation completion e-mail and a payment completion e-mail, then the procedures have been complete and no further reservation steps are necessary.
11 When must I make my payment by?
You must make your payment when you make your reservation.
12 Does it matter if the person responsible for payment is different than the traveler?
Yes, there is no problem. Please enter their information respectively on the Enter Traveler Information screen and the billing information entry screen.
13 I paid by card. Did the payment successfully complete?
The card payment procedure at our company is as follows. We will contact you if an indication of an error occurs. 1. If the payment is settled immediately after the reservation is completed at ENA --> If the payment successfully completes, the [Payment Completion] screen will be displayed. Furthermore, the [Payment Reception Number Notification] e-mail will be sent to the customer's main registered e-mail address.
14 Why does it display [There is no login information] at the payment screen?
We are sorry to ask this but, we would like for you to check if your browser's cookie settings allow for accepting cookies.
(Example)
・Internet Explorer →Accept third-party cookies.
・FireFox →Save third-party cookies
・Safari →Always accept Cookies
Once you change these settings, we ask that you try continuing the process.
15 When paying with the credit card, what is the security code?
When you pay with a credit card, the security code is a separate security code that you input in addition to the credit card number. This number is designed to prevent the risk of card fraud.
The security code is the 3 digit number listed on the signature column on the reverse side of your credit card. Furthermore, if the security code has 7 digits, please input the last 3 digits.
Security Code Display Example
creditcard-01 creditcard-02 The security code is the 3-digit number printed at the end of the signature column on the card's reverse side. creditcard-03 Depending on the card, the security code could be listed on the credit card's front face in the upper right or upper left as a 4-digit number.
*If your security card is not listed on your card, please use your credit card company's authentication service(VISA Authentication Service, SecureCode™, J/Secure™).
16 There are two listing on my card's invoice.
Depending on the ticket issue method, the payment may have been split into two parts and the store names listed on your card's usage details may be our company(AIRPLUS Co., Ltd.) and your airline.
If there is only one payment shown, the payment went entirely to our company(AIRPLUS Co., Ltd..). When the ticket is issued, IATA-BSP's established CCCF(Credit Card Issue) is used and the payment is split into two parts.
Please be rest assured that the entire payment will be used for your flight.
1 It is possible to make changes(schedule, name) after the reservation has been made?

■Changes to the schedule/airline
We cannot accept change requests. Please cancel your current reservation and submit a new one.

■Changes to the Name
If you would like to replace a traveler, this cannot be handled as a change. Please cancel the existing reservation for the previous traveler and create a new reservation using the new traveler's name. Please make sure that there are no spelling errors in the traveler's name.

※For a Purchase Excursion Fare(PEX) flight, changes after payment payment is completed will result in a complete cancellation of the reservation and you will have to make another reservation. Please be very careful because if this occurs, you will be charged the airline's set cancellation fees and our company's refund handling fee.

1 I paid for the product already, but now I would like to make a cancellation.
We ask that you please follow cancellation procedures on our website.
2 How much do the cancellation fees costs?
The cancellation fee will be 100% after reservation.
3 I made a reservation for two people, but now I would like to cancel the reservation for only one person.
You can do so.
Please contact us from the reservation confirmation page regarding the request. However, there may be a cancellation fee depending on the timing of your request.
4 Besides the cancellation fees, will I be charged any other fees?
■For Purchase Excursion Fare(PEX) flights, besides the cancellation fees, you will also be charged our company's refund handling fee.
■Please acknowledge beforehand that even if you cancel your reservation, you will not be able to receive a refund for the arrangement handling fee.
For further details, please refer to our changes/cancellation fees table.
5 I would like to cancel my reservation. Is there a time restriction on when I can cancel?
Yes.
In general, cancellations must be made within our company's business hours.
Furthermore, if you would like to cancel right before departure and our company's business hours are closed, we ask that you please directly contact each respective airline that you are using.
Also, after contacting the airlines, please contact us during business hours with the airline representative names and results.
6 Please tell me about refund methods and refund times after cancellation.
The refund will be sent to the credit card company that you used at the time of applying for your reservation. However, in the rare case that an airline allows for a refund for a Purchase Excursion Fare flight (PEX flight), you will receive the refund from the airline. Please acknowledge that the refund can take up to 3-6 months for you to receive.
7 When will I I be charged the cancellation fees?
For PEX flights, you will be charged our handling fee after the ticket is issued.
For more information, please review the Change/Cancellation Fee Information.
8 I've already received my E-Ticket, but I would like to make a cancellation.
You can.
The E-Ticket is just a slip that takes information from our electronic database. Generally, you do not need to return this slip after cancellation.
1 Can I choose to use only one part of my flight?
If you do not use one section of your flight, your entire flight from then on will be cancelled. Please be careful. You must use everything listed on your flight reservation.
2 I made an mistake in the birth date entry.
Please be sure to contact us about this immediately. In particular, if a child(child/infant)'s age is incorrect, the child might not be able to board with the issued ticket.
3 I made a mistake in the name entry.
If there even 1 character differs with the name listed on the passport and the name's spelling on the issued ticket, you cannot board. When you are making your reservation, please check carefully to make sure that you enter the traveler's name exactly as it is listed on their passport. Please acknowledge beforehand that our company generally issues tickets with the customer's name exactly as they are input. Recently, we have been having issues with customers inputting their full name in the reverse order. Please enter the names in their respective columns in the order from Last Name(Surname), First Name(Given Name).In addition, if you have a middle name listed on your passport, please input your middle name in the middle name column. Also, even if your name changes due to something like marriage, if your passport still lists your previous name, please input your previous name exactly as it is listed on your passport.
4 How do I register for the airline's mileage program?
If you tell us your mileage card name(airline name), and mileage card number beforehand, we will contact your airline. However, there are some rare cases in which mileage points are not accurately reflected. So, we ask that you please present your milage card at the respective airline counter when you check-in on the day of departure.
For airlines that allow online check-in, it is possible to register for the mileage program on their airline's home page after the ticket has been issued. We ask that you please review the details at the airline's home page. Also, we ask that customers confirm the regulations concerning mileage on their own with their respective airline. Our company bears no responsibilty for issues such as mileage points not being added.
5 Is my personal information secure?
At ena, we use a service known as privacy lock. They manage all personal information and flawlessly protect the information, so please be rest assured. Also, of course, we use SSL(Secure Socket Layer) to encrypt all information. Our company's privacy policy.
6 The layover time for the flights shown in the search results are short.
Regarding layover time deplayed in the search results, generally airlines maintain set minimum layover times. It depends on the airline, but sometimes flights that do not meet minimum layover time are shown. In that case, please call our call center and ask use to make changes to such flights.
7 I would like to know information about the airport terminal I will depart from.
Information for each respective airport terminal is constantly being updated on the airport's official website. Please refer to their website for terminal information.
※If you are looking for the codeshare number, it depends on the flight and the terminal may be in a different terminal from the counter. For further details, please check with the respective airline. Also, our company does not have detailed information about international arrival and departure terminals. Please directly contact the respective airline for assistance.
8 Why did the price for the same item that I viewed before change?
The price shown is the price of the item at that specific time. The travel product's seating availability/room availability affects the pricing. Since seating availabilty/room availability can change at any moment, the price will change as time passes. Please acknowledge this beforehand.
9 Do I have to contact you with my passport information?
On our website, if passport information is required by the airline for making a reservation, that information must be entered. If no passport information entry fields are displayed, submitting passport information is not required.

Airline companies that require passport information for reservations:
HY Uzbekistan Airways
KC Air Astana
S7 S7 Airlines (Siberia Airlines)
SU Aeroflot Russian Airlines
MF Xiamen Airlines
※This information is from February, 2016. Please note that airlines that require passport information for reservation are subject to change without notice.
10 I have dual nationality. What should I do about the passport/address?
According to law, "you will use the passport that you are holding when you enter the country." Also, please enter your current address that our company can contact you.
11 About flights that depart past Midnight(00:00 / 12:00AM)
Regarding reservations for midnight flights, there have been cases where boarding times are mistaken. All times displayed are shown in 24-hour format. For example, if the departure time is listed as 4/15 00:30, the boarding procedures at the airport should take place on the previous day at 4/14 22:30. Having the procedures like this before midnight allow for midnight flights. Please take extra caution for such midnight flights because you must go to the airport the day before(about 2 hours before departure) in order to complete boarding procedures.
12 Boarding of Expectant Mothers and Infants
Regulations differ with each airline, but some airlines do refuse boarding to expectant mothers if their return date is later than their 28th week of pregnancy.
If there is a possibility that this may apply to you, please be sure to consult your airline and doctor. Depending on the aircarft that the infant will board, the infant must be above 6 weeks olds and must either be sitting in an adult's lap or in a baby seat. For appropriate seating information, please contact your airline. Children that are above 2 years of age usually must reserve a seat.
13 Please tell me the structure of the flight's fixed fees.
Depending on conditions such as the period the flight was purchased and the duration of the stay, each price has a different price division(reservation class). The following is an example of a flight's conditions.
・Purchase Period: The last possible period to purchase. [The day before departure] etc.
・Duration of Stay: The minimum amount of days and maximum amount of days. The cheaper the price, the lower the amount of days will be.
・Reservation Changes: Is it possible to make changes to the reservation after the airline ticket has been issued?
In addition, the price division(Reservation Class) is decided beforehand from the seats that can be sold. Generally, the cheapest flights are sold out first. If the trip's schedule is decided already, we recommend that you make your reservation as soon as possible.
14 Why are sold-out items(no seats available) still shown on the website?
The flight's price division(Reservation Class) is decided beforehand from the seats that can be sold. Generally, the cheapest flights are sold out first. If a customer cancels a reservation that they finished reserving, the available number of seats increases on the previously sold-out(no seats available) item. Because the seating availability for sold-out(no seats available) products can change at any moment, it is possible to find affordable items from the sold-out items that were listed at the time of your search.
15 What should I put as my local contact information?
You will need the name of the hotel you are staying at and the hotel's phone number. You will need this information before departure, so please contact them by e-mail to obtain the information.
16 Should the hotel name be written in the local language?
You must give the local hotel contact information in English to your airline. We are sorry to ask this, but please contact your hotel and confirm their English name.
1 Please tell me how to efficiently find a flight.
After selecting your desired point of departure, please select your destination location in the order of Direction->Country->City. After that, select the day that you would like to depart and then select the day you would like to return from the destination (If you are unsure of the dates, please select a rough estimate of your schedule). Then, if you press the following "Search" button, a list of items matching the conditions will be displayed. In addition, you can also specify seating class and airline before making your search. For more details, please read the usage guide.
2 How can I find the flight I want faster?
At ena, we have more than 10,000 global flights listed. After searching using the basic entry at the top page, you can refine the search conditions found at the upper right area of the search results screen. You can quickly find the item that fits your needs by entering and refining the conditions such as layover, time slot, class, airline, alliance, etc.
3 The airline that I want to make a reservation with and the flight that I want is not displayed.
The desired airline and desired flight might not be available or there might not be any seats available. At the results screen, we recommend trying to change the class and date and then search again.
4 How many people total can I apply for?
You can apply for up to 9 people(Adults, Children, Infants) total.
5 At what point in time is the seat reserved?
When you have proceeded to the Reservation Completion Screen.
6 I cannot open the file that was attached to the e-mail.
Acrobat reader is necessary for reading PDF files. ※You can click here to go to the official website to download Adobe Acrobat Reader for free. Please download and install it and then try opening the file again.
7 What if the screen cannot move?
We are terribly sorry for the inconvenience. We believe that you may have lost connection for some reason such as a system issue, a web browser issue, or a failed connection with the airline. We apologize for the inconvenience, but we ask that you please use the browser's back/return button and search again.
8 How do I clear my browser's cache?
The method will differ depending on which browser you are using. Please follow the instructions corresponding with the appropriate browser. If you still have not completely cleared your cache, please repeat the process again.
■How to clear cache on Internet Explorer...
1. Close all of the windows you currently have open in Internet Explorer.
2. Click on the "Internet Options" found in the "Tools" menu at the top of your browser.
3. Click on the "All" tab in the top section of "Dialog Box."
4. Click on "File Deletion" in the bottom of "Internet Temporary Files."
5. Put a check in the "Delete all online contents" checkbox.
6. Click "OK."
■How to clear cache on Mozilla Firefox
1. Close all of the windows you currently have open in Mozilla Firefox.
2. Click on "Options" found in the "Tools" menu at the top of your browser.
3. Click on "Privacy."
4. Next to "Cache Data", click "Clear."
5. Click "OK."
■How to clear cache on Mozilla or Netscape
1. Close all of the windows you currently have open in Mozilla or Netscape.
2. Click on "Settings" found in the "Edit" menu at the top of your browser.
3. Next to "Details," click the "+" symbol.
4. Under "Details," select "Cache."
5. Click "Clear Cache."
6. Click "OK."
■How to clear cache on Safari
1. Close all of the windows you currently have open in Safari.
2. Open the ""Safari"" menu in the browser's toolbar.
3. Select "Empty Cache."
4. Click "Empty" in the dialogue box.
If you still have not completely cleared your cache, please repeat the process again.
If you have any questions, feel free to contact our call center by e-mail.
9 I haven't received an e-mail.
We are terribly sorry for the inconvenience. If you do not receive an e-mail from our call center by the next business day, we ask that you please contact our call center directly. Furthermore, please review the following.
1.Registered E-mail Address
Please make sure that there are no mistakes in the registration details.
2.Customer's Mailer(E-mail Software) Security Level
If the security level is too high, it may be possible that you cannot receive our e-mails.
3.Spam Folder
Through your mail provider or security software, spam filter countermeasures may be automatically recognizing our e-mails as spam. Also, depending on the content and type of e-mail that our company sent, some of the e-mails may be treated as spam.
If you previously received e-mails from use but didn't receive an e-mail this time, please check your spam folder.
In order to prevent our e-mails from being sent into the spam folder, please change your settings to allow the following domain to send you e-mails. [en_yoyaku@airmart.jp]
This kind of case occurs often with free e-mail providers, so if possible, we ask that you set your registered e-mail with as an e-mail address from a paid e-mail provider.
You can also change your registered address easily. Please contact our call center to do so.
10 Please tell me ENA's recommended browser.
To ensure a pleasant experience using ena, we recommend using the following browsers:
- Microsoft Internet Explorer 8 or above
- Google Chrome: Latest Version
- Mozilla Firefox: Latest Version
- Safari: Latest Version
For more details, please check here.
11 What if a previously searched departure date is displayed in the search conditions?
If you are using Internet Explorer, please read the following instructions and make these changes in your browser's settings.
1. Close all windows that are currently open in Internet Explorer.
2. Click on "Internet Options" found in the "Tools" menu at the top of the browser window.
3. Click on the "All" tab at the top of the dialog box.
4. Click on "Settings" in the "Browsing History."
5. Inside the new dialogue box, click the "Automatically Check" radio box found in "Temporary Internet Files" so that it's setting is ON.
6. Click "OK."
7. Click "OK."
12 Why do I get this "cannot purchase" message at the "vacancy results / select flights" page?
The return date you selected might be outside of a valid period. Please go back to the previous page and try selecting another flight OR selecting a return date that is inside of a valid period.
To view the rules for flights, please go to the ""Course Summary"" and click on the ""Display Detailed Course Information"" link found at the bottom right.
13 I can't proceed because I can't select an airline.
It is possible that the airline's reservation system is currently busy or the selected flight has become filled. In this case, please select the another flight.
14 I cannot register my e-mail address.
The valid characters for e-mail addresses are half-width alphanumeric characters(upper case/lower case, digits), and some half-width symbols (! ? _ .* # $ % & ’+ / = ^ ` { | } @ (@ is can only be used once)). E-mail addresses that include characters not listed above will not be able to register due to security reasons. Also, please check to see that there are no errors in the e-mail address such as entering a comma (,) or misplacing a period (.).
1 Is the re-confirmation necessary?
Re-confirmation for your departure flight is not necessary. For all other flights, however, some routes and airlines may automatically cancel your reservation if you do not re-confirm 72 hours before your flight. Recently, there are many airlines which do not require re-confirmation. ENA recommends you to reconfirm because there are cases where the departure time is changed without notification.
2 Is the "E-Ticket customer slip" necessary to bring?
Please bring the printed slips for all of the members traveling with you. You may be asked to present the slips at the time of check-in, immigration inspection, and customs. If you lose your slip, you can get your slip re-issued at the airport counter if you can prove your identity with some form of photo ID.
3 What should I do when I check-in at the airport?
Please show your printed E-Ticket slip and passport at the airline counter. If you have your actual paper-form ticket, please show the ticket and passport at the counter.
4 Please tell me about the check-in time.
We recommend checking in 2 hours before your departure. (For peak hours, 3 hours before departure is recommended). Please understand in advance that we are not responsible if you cannot board because you arrived at check-in less than 2 hours before your departure. Please arrive for your check-in time for your return flight in the same manner as above.
5 What should I do if the flight is suddenly delayed or is cancelled during the trip or at the time of departure?
Please contact the airline directly. According to the International Air Transportation Agreement, the airline is not responsible. However, in some cases, airlines prepare alternative flights. In this case, please follow airline advice. If you do not use that alternative flight prepared by the airline and choose to reserve a different flight on your own, you will be responsible for the costs of the new reservation. In this case, your original flight will be waived and will not be able to receive a refund.
6 If for some emergency/reason that I must suddenly return to my country, can I make changes to my ticket? Can I receive a refund?
If you purchased a modifiable airline ticket, please directly contact your airline and conduct change procedures. If you purchased an unmodifiable ticket, you must purchase a new ticket. In this case, you cannot receive a refund for unused portions of your ticket.
7 If my airline made a sudden change to my reservation, may I use my original E-Ticket as it is?
You can use your E-Ticket even if the time or flight is changed. Please follow the airline's instructions on the appointed day.
8 When will my E-Ticket arrive?
The ticket will be issued at time of reservation, and you will be guided via the e-mail sent to you after ticket issuing is complete.
9 Do you support online check-ins for airlines?
Depending on the airline, online check-ins may be available. However, depending on your ticket type, online check-ins may not be possible. Please contact your airline directly for more information.
10 I cannot retrieve my E-Ticket.
The reservation numbers includes a combination of alphabets and numbers. Please copy the reservation number from your departure guide and paste it in the reservation number field on E-Ticket retrieving site to retrieve your E-Ticket. Please do not enter your reservation number by typing from your keyboard.
11 I don't have a printer to print the E-Ticket.
Depending on country of your travel destination(※), you may be asked to present your printed E-Ticket slip(not the screen of your smartphone or tablet) when you check-in at the immigration inspection.
(※) Phillipines, India, Indonesia, Vietnam, Bangladesh, Iran, and parts of China.
Please print out E-Tickets for all of the members travelling with you to minimize issues.
If you do not have a printer, please try printing at a place that has a printer(internet cafe, etc.) or e-mailing the E-Ticket to yourself and then printing it out at a place that has a printer.
12 Please show me how to read the E-Ticket.
Please check here to learn how to read the E-Ticket.
13. What should I do if I miss my scheduled flight?
You can board if you know your reserved date and fleet model. If for some reason you missed your flight, please directly contact the airline staff at the airport. After your flight departures, the judgment will differ depending on the airline, but you may have to purchase a new flight. Also, if you missed your flight, all of the flights that you were supposed to board until the final destination may be lost. When you purchase a flight ticket right before departure, generally the price will be much higher than the ticket you purchased originally. In order so that you do not miss your flight, please allow for an excess of time so that you can complete all of the boarding procedures at the airport.
14 For customers who purchase items with a modifiable return date
Generally, you must contact your airline directly to modify your return date. You must send your change request earlier than your original return flight date. If you do not notify the airline of your change request and do not show up to the airport on your original return flight date, your flight may be cancelled and you may not be able to make any changes. Also, being able to change the flight will depend on if there are available seats.
Besides the change fees, customer who have modifiable tickets may also have to pay additional fees to get a seat in a reservation class (called subclass) that has seats available. If you are traveling during a busy period, the balance may be expensive. We recommend for you to contact your airline soon if you would like to change your flight.
15 About Checked baggage
The regulations for luggage are different depending on the airline. Please check the airline's home page or contact their call center directly for luggage information.
1 What is an "E-Ticket?"
It is an electronic ticket. The "E-Ticket itinerary/receipt" is a printed airline ticket slip that contains airline ticket issue information which was created on airline's reservation system. If you lose your existing E-Ticket, you can get another E-Ticket re-issued.
2 What are indirect flights?
Your connecting point is assigned beforehand, and the name of flight is not changed until you arrive at your final destination. There are cases where you are required to change the airplane models at the connecting point, but the flight name does not change. If this situation occurs in the US, generally the entrance procedures will take place at the first connecting point.
3 What is "Transit?"
The airplane temporarily lands to refuel and restock food supply and then departs(same airplane) towards your destination. This is different from transfer flights.
4 What is a "Connecting Flight?"
You take an intermediate stop at a connecting point and then board a different airplane to reach your final destination. You will transfer to a different airplane at the connecting point.
5 What is "FIX?"
An airline ticket in which the flight type, date, and etc. cannot be changed.
6 What is a "Validated Ticket?"
It is an airline ticket in which the return date can be changed.
7 What are "Open Tickets?"
An airline ticket without a planned return date. However, please be careful because there may be limitations for changing day, date, and number of changes which depend on airlines and ticket types. Also you may be charged for change fee when you make a change. Please directly contact your airline to make changes. Depending on the country of your travel destination, a visa may be required if you have a ticket without a return date. Please be sure check the regulations before you travel.
8 What is "PEX?"
This is the Purchase Excursion Fare. It is a discounted airline ticket that follows its airline's terms and conditions. It has a discounted price, but there are limitations on the conditions for the purchasing period or reservation changes.
<PEX Characteristics>
(1) Required to make your payment and ticket issued by the airline's established due date.
(2) Customers can make seat requests (Sometimes, seat requests can't be fulfilled.)
(3) Usually compare frequent flier mile services with other discount flights to find the best deal.
(4) If making a cancellation after the ticket issue and before the first departure of your reservation, the cancellation fee will be a set fee.
9 What is "Online?"
When our online system is connected with airlines, you can make and complete your seat reservation. You do not need to wait for the confirmation of seat reservation. "You can make your reservation anytime, 24 hours, 365 days." You can carefully search and decide when and where you want to travel.
10 What is the "Child Fare?"
This is the airfare for the children that are under 12 years old and will take a seat. On the ENA website, it is displayed as the child price. Generally, the child's age at the trip's starting date is applied, but depending on the airline, the child's age at the final date may be applied. Please confirm the regulations concerning a child's age and fare before making your reservation.
11 What is the "Infant Fare?"
This is the airfare for the infants that are under 2 years old and will not take a seat. On ENA website, it is displayed as the infant price. If the infant that is under 2 years old is going to take a seat, the child price will be applied. Generally, the child's age at the trip's starting date is applied, but depending on the airline, the child's age at the final date may be applied. Please confirm the regulations concerning an infant's age and fare before making your reservation.
12 What is a "Codeshare Flight?"
One airplane operated by different airlines which is made by airline individual agreement. Please pay attention to proceed to the appropriate check-in counter at check-in. The frequent flyer mileages may be different by airlines, so we recommend for you to ask your mileage airline to confirm. The company information for codeshare flights may not be displayed by depending on the airlines or distance. If you have any questions, please check the airline websites. Also, please check the reservation information on the document provided when you make a reservation.
13 What is a "layover?"
It is the connecting point where you will stay until you transfer to your connecting flight within 24 hours. It is also called "Stopover." Depending on the airline or ticket type, there may be additional fees and limitations. Please confirm by checking the details on the [Details / Seats Inquiry] page.
14 What is "Mr." and "Ms."?
These are the expressions of gender.
The characters MR or MRS are shown in the name colomn of your E-Ticket slip. MR is for male and MRS is for female. Please confirm that there are no mistakes with your gender.
15 What are the "over economy class" and "over business class?"
"Over economy class" includes the following boarding classes: economy class, premium economy class, business class and first class.
"Over business class" includes the following boarding classes: business class and first class.
16 What is "Operator"?
The operator refers to the airline which operates a codeshare flight. Please make sure that the boarding airline is the same as the airline which is operating your flight.
For more details on codeshare flights, please check here.
17 What is "Aircraft"?
This refers to the aircraft model which you will be boarding.
The primary models are Boeing 777, Airbus A380, etc. The equipment and seats maps are different depending on the airline. Please check the respective airline's home page for details.
18 What is the "flight time?"
The time will be displayed in 24 hour clock time, but the time is based on the official departure time. There may be flight time variations due to the flight schedule or weather conditions. The flight duration will only be for the time while the airplane is flying(excludes cases of landing for layover or equipment changes). This will be used for reference and may be changed, so please confirm this time before departure.
19 What is a "travel package?"
It is a [Air+Hotel] combination package. You can receive a great discount by reserving one of ENA's discount flights and hotels at the same time.
20 What is "open-jaw?"
The airports for departure and arrival are different in the travel itinery. For example, arriving at London for the departure flight and departing at Paris for the return flight. (using railway, bus, or ferry to get to the return flight airport).

Reservation
1. Can I reserve a room by phone?
2. Can I make special room requests(connecting rooms, bed type, smoking preference, early check-in, etc.)?
3. Can I reserve multiple rooms at once?
4. How can I reserve a room with accessibility equipment?
5. How can I tell if the reservation is complete?
6. How can I reserve a hotel for someone else?
7. Why doesn't the hotel where I want to stay appear in the search results?
8. I want to bring a pet. Will the hotel allow it?
9. The confirmation e-mail hasn't arrived after booking. What should I do?
10. About Public/National Holidays at Destination
11. Guests with disabilities
12. Is there an age restriction for hotel reservations?
13. Is transportation service to the hotel included?
14. The room type I want isn't on the list.
15. Is the listed price the price per guest?
16. About Star Ranking
Reservation Change/Cancellation
1. Please tell me how to cancel a hotel reservation from the website.。
2. Please tell me how to change my hotel reservation.
3. Is there a fee for changing my hotel reservation?
4. Please tell me about the reservation cancellation policy.
5. If I pick the wrong reservation date or arrive late, can I change the stay duration?
6. After reservation, where can I review the hotel's change/cancellation policy?
About Payment
1. If I forget to cancel a reservation and do not show up, does my credit card still get charged?
2. What are the available payment methods?
About Lodging
1. What is a voucher?
2. What should I do at check-in?
3. What fees are not included in the hotel fee?
4. Can I confirm my special requests?
5. About Hotel Dining
6. About Other Hotel Guests
7. About Room Types
8. Can I contact support while I'm there?
9. What do I do if the hotel doesn't see my reservation at check-in?
10. What should I do if I am told to relocate due to an overbooking at check-in?
11. What is the "resort fee"?
12. What is the "mandatory fee/tax"?
13. South Korea Address Notation
14. About Check-In Deposits
1. Can I reserve a room by phone?
We are sorry, but reservations can only be made online.
2. Can I make special room requests(connecting rooms, bed type, smoking preference, early check-in, etc.)?
A hotel's amenities and features are listed on the "Hotel Details" page. To refine your search results to include certain amenities, select the check box for the desired option(s) and search again. If there are additional features you are looking for that are not displayed on this page, please contact us. Also, please understand that special requests will be submitted but are not guaranteed.
3. Can I reserve multiple rooms at once?
Yes, you may reserve up to 8 rooms at once.
4. How can I reserve a room with accessibility equipment?
Please refer to the [Facility Details] section to confirm the presence of accessibility features, or contact the facility directly.
Please understand that accessibility equipment requests are not guaranteed.
5. How can I tell if the reservation is complete?
After the reservation process is complete, you will receive a confirmation e-mail from us. Usually, this confirmation e-mail will arrive within 15 minutes, but may take longer. If the e-mail does not arrive after a long period, the e-mail may possibly have been blocked. In this case, please check your junk/spam folder. Depending on your e-mail provider, you may need to approve our website in your e-mail filter.
6. How can I reserve a hotel for someone else?
A reservation can easily be made online by entering the checking-in guest's name and contact number(during the trip). The confirmation mail will be sent to the guest's e-mail address if you enter it.
7. Why doesn't the hotel where I want to stay appear in the search results?
There may be one of several reasons.
  • There may be no vacancies on the entered date - in this case, please try a different date.
  • Refining the search with desired features may also cause the hotel to fall out of the search results.
You may easily find a particular hotel that you previously stayed at by simply entering the hotel name into the search entry.
8. I want to bring a pet. Will the hotel allow it?
Pet policies differ by hotels. Please check the Pet Policy section or contact the hotel directly.
9. The confirmation e-mail hasn't arrived after booking. What should I do?
Usually, the confirmation e-mail will arrive within 15 minutes, but may take longer. Based on your e-mail provider, you may need to approve our site in your e-mail filter.
10. About Public/National Holidays at Destination
Every country has its own national and religious holidays. There is always a possibility that due to a country's festival or religious holiday(s), such as the Ramadan in Muslim countries, facilities and/or entertainment may become limited. Certain shops and restaurants may close during this time while others may become congested. It is recommended to take these dates into consideratin when selecting a departure date.
11. Guests with disabilities
Due to circumstances, some places may not have access to wheelchairs and/or elevators. While we have basic accessibility information listed on our site, the reservation does not take into consideration the currently available disability assistance. We recommend that you check with the hotel facilities before reserving the hotel. Please understand in advance that special assistance may incur additional fees.
12. Is there an age restriction for hotel reservations?
Some destinations may not allow accommodations due to age restriction.

Example: Under the age of 21 at some US/Canadian hotels and under the age of 20 at some Korean hotels are denied service. The above example does not apply to all hotels, so please be sure to contact the hotel directly or our call center to confirm. Disclaimer: Please note that making an online reservation does not exempt the hotel age restriction and can cause your party to be denied service.
13. Is transportation service to the hotel included?
It is not included. You are responsible for finding transportation to the hotel.
14. The room type I want isn't on the list.
Example: I want a twin bed, not a double.
The search results check currently available rooms. If the desired room type isn't on the list, there are no vacancies for that room type.
15. Is the listed price the price per guest?
No, the listed price is the price per room. When the blue "Reserve Now"button is clicked, the selected room number and total pricing will be calculated and displayed.
16. About Star Ranking
The star ranking for a hotel indicates the general quality of the hotel and is determined using various data that we collect, such as several existing rating systems, media ratings and previous guest ratings. Recent improvements and modifications are also taken into consideration.
1. Please tell me how to cancel a hotel reservation from the website.
You may cancel a reservation by clicking the [Customer Service] link or the link within the confirmation e-mail.
Then click the [Cancel Reservation] button below the reservation details. A confirmation page will appear to cancel the reservation, and then a confirmation email will be sent if the reservation is successfully cancelled.
2. Please tell me how to change my hotel reservation.
The reservation can easily be amended by e-mail. Our customer service can provide support for changing the room type, date, or even search for new hotels with newly desired needs.
3. Is there a fee for changing my hotel reservation?
Due to the possibility of a change in room availability and pricing, it may differ from the original price displayed when booking.
4. Please tell me about the reservation cancellation policy.
Each hotel has its own change/cancellation policy and they should be available on our site in several locations. An easy way to review the policy is to enter the travel date, select the specific hotel, and click the "Explanation" tab. Reservation change/cancellation policies are also displayed during the reservation procedure as well as in the confirmation e-mail.
5. If I pick the wrong reservation date or arrive late, can I change the stay duration?
There may be a fee based on the hotel's cancellation policy. Please review the cancellation or late check-in policy of the hotel. Caution: If you are late for the check-in and do not inform the hotel, the reservation may be cancelled automatically.
6. After reservation, where can I review the hotel's change/cancellation policy?
The easiest way to review the hotel change/cancellation policy is by using the link provided in the confirmation e-mail. The page that is displayed after confirming the reservation also links to the policies at the bottom.
1. If I forget to cancel a reservation and do not show up, does my credit card still get charged?
If a reservation is not cancelled before the cancellation date, a change/cancellation fee may be charged. Also, our company may charge the cancellation fee in place of the hotel. The cancellation policy varies by hotel, so please be sure to review the change/cancellation policy linked in your reservation confirmation e-mail.
2. What are the available payment methods?
We only accept credit cards.
1. What is a voucher?
The voucher is the hotel confirmation slip, and contains details about your reservation. Some vouchers also are used as payment.
2. What should I do at check-in?
ENA hotels can be checked in without a voucher if the guest representative can provide a valid photo ID or passport at the check-in counter. However, for several confirmation reasons, printing and bringing the voucher is highly recommended.
3. What fees are not included in the hotel fee?
Resorts, such as in Hawaii, and some parts in North America, Europe, Middle East, Asian countries may require local tax and/or resort fees.
Please provide payment for such fees directly at the hotel. For details, please review the Hotel Details page or the specific hotel's homepage.
Also, additional services(such as the mini bar, snacks, phone, internet, extra bed, etc.) are not included in the initial hotel fee. Please provide payment for any additional services at check-out time at the hotel.
4. Can I confirm my special requests?
Please contact the hotel directly to confirm any special requests. However, some hotels will not have your name registered into their system more than 7 days prior to your check-in date. In such cases, your room is still reserved, but the guest name hasn't been entered yet.
5. About Hotel Dining
The displayed hotel dining information on our website is updated with the hotel's latest information, but there is a possibility that the information may change. If the hotel provides dining, information regarding free or charged dining can be seen on the hotel information page. If your hotel reservation includes main meals, they include all meals from evening dinner on arrival day until breakfast on departure day(for 2 included meals per day) or until lunch on departure day(for 3 included meals per day). There are no refunds for missed meals. Special meals such as vegetarian meals are often not included on a hotel's standard menu, and cannot be guaranteed.
6. About Other Hotel Guests
Many hotels, especially ones in large cities or major resort locations, often have exhibitions and meetings held there as well. At specific times throughout the year, groups of students, companies, and clubs stay as well. Our selected hotels of many countries have a variety of different cultures and age restrictions. Our company does not calculate the propriety of each hotel to your needs. Therefore, we are not responsible for any inconveniences that may occur due to limitations to facilities or activities that are placed by other groups.
7. About Room Types
There may be a case where a single person room may contain 2 beds, or where a 2 person room only contains a single king or queen-size bed. Triple-room/4-6 person rooms are the maximum possible amount of guests per room, and may not necessarily have an equal amount of beds. Some hotels may charge additional fees for using extra beds. In such cases, please pay the hotel directly during your stay.
8. Can I contact support while I'm there?
Our call center will do our best to assist you, but due to possible time differences, our response may be significantly delayed. If you are already there, we highly recommend contacting the hotel directly.
9. What do I do if the hotel doesn't see my reservation at check-in?
The hotel reservation is placed under the representative's name, so in the case that multiple people are staying, please check the name written on the voucher. If there is no mistake and the hotel cannot confirm a reservation, despite having a voucher, please contact our call center during business hours. There may be several possibilities, but it is likely that the hotel overbooked.
10. What should I do if I am told to relocate due to an overbooking at check-in?
In order to minimize the amount of vacant rooms at any given time, a standard practice is for the hotel to reserve a few extra reservations, expecting some cancellations to occur. Whenever expectations are exceeded, an overbooking occurs. Usually, the hotel will offer an equal or better quality room at a different hotel for you when this occurs. Therefore, please check with the hotel to determine your options. If there is still an inconvenience, please contact our call center.
11. What is the "resort fee"?
Hawaii/Las Vegas/Orlando/Etc. Hotels have a resort fee that is separate from the hotel fee and collected locally.
In-room telephone, High-speed Internet, coffee/tea, morning newspaper, parking lot, fitness center, etc. are paid through the resort fee for various hotels.
For more information, please check the Hotel Details page or the hotel's homepage.
12. What is the "mandatory fee/tax"?
The mandatory fee/tax is the municipal/tourism tax collected locally at some hotels located in Europe, North America, Middle East, and Asia.
For more information, please check the Hotel Details page or the hotel's homepage.
13. South Korea Address Notation
In 2013, the South Korean government established a new policy that changed address notation. The previously referred "Land-Lot number", has been changed to "Road Name Address".
While our website and voucher have been updated to display it as "Road Name Address", please note that there may be areas that still display it as "Land-Lot number".
14. About Check-In Deposits
Recently, some hotels request a deposit upon check-in for services that are not included with the voucher, such as hotel dining. If a credit card was used for the deposit, any unused amount will not be charged. If cash was used for the deposit, any unused amount will be directly refunded.
However, some hotels, as part of a pre-authorization process, may charge your credit card to determine the eligibility of your credit card. In such cases, any unused charge will be cancelled and refunded. Any used amount will be recorded, so please contact the front staff to confirm the amount used if there are any uncertainties.

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