2) Reservation Center (0570-6666-03 / Weekdays(except Sat./Sun./Holidays)10:00～18:00)
3) Airport Counter (Only for open hours)
We will charge for booking via Reservation Center and Airport Counter. Please check our page How to Booking.
Package tours are available on our website or at our partner travel agencies.
(Attention)We cannot accept ticket purchase and change flight at Taiwan Taoyuan International Airport-Taipei. Please call to our call center.
Can I check your fees for booking?
Please visit our page How to Booking. Via Reservation Center and Airport Counter, booking and Changing are chargeable.
Can I purchase a ticket at the airport on the departing day? And, do you have a standby service?
Yes, if we have seats available, please come to our airport counter within the counter open time. Meanwhile, we don't offer the standby service. (You can make payment by cash or credit card at airport counter. Cash payment will accept only for local currency.)
What is the minimum connecting time?
Vanilla Air does not offer a connection service. Please transit with plenty of time to spare. Please be advised that Vanilla Air cannot guarantee your connection to onward flights under exceptional circumstances such as delays or flight cancellations.
Do you have transfer service ?
Sorry, we do not offer transit service. We operate point to point. Please be sure to proceed to check-in for next flight after entry formalities and pick up your baggage.
Do I need VISA for international flights?
Please obtain visa for your destination country prior to the departure date, if you required. Vanilla Air operates point to point. All passengers are required to follow entry formalities.
As conditions vary by nationality and are subject to changing laws, please confirm the necessary conditions for entry with your embassy or arrival airport. If you do not have the visa and necessary documents, you may be denied boarding or disembarkation.
When is the deadline for the booking?
The deadline is 40min.(domestic flights)/60min.(international flights) before scheduled departure time. At Airport Counter, the deadline would be close time of the counter. Please book and purchase with plenty of time to spare because the counter will be crowded with check-in passengers.
For convenience store payment,payment deadline would be 3 days before departing day.
When can I start booking?
It depends on the timing of start to sell tickets. Please kindly check sales status with flight search on our website.
May I book on the website but I need special assistance?
Yes, you can book but please let us know what support you need in advance. Please call to our Reservation Center or submit details on our contact form 5 business days before departing day.
Yes. Your receipt will send via email attached with itinerary. We can issue the receipt at Airport Counter. Please ask within counter open time. You can also ask for it later, so please call to our Reservation Center (0570-6666-03 only available in Japan). We will mail to you and then we need a postal fee, too.
Child who is under 12 years old(0-11 years old) needs qualified accompanying person.
Infant who does not have a seat can be accompanied with an adult. If you travel with 2 infants, you need to purchase one more seat for a infant No.2. For more details, please visit our "Special Assistance" page.
What case does attendant needed?
Child who is under 12 years old (0-11 years old) need qualified accompanying person.
The passenger who can't take a meal/use lavatory/by oneself also need qualified accompanying person for safety purpose.
I am pregnant. How many days before my expected date of delivery can I fly?
Please refer below requirements.
Customers expecting delivery within 28 days before departure date
We will check a medical certification (in English or Japanese) and it must be issued by a physician no less than 7 days prior to departure (including day of departure).
We cannot accept a medical certification without the following information.
-Passenger is in good health for air travel
-Expected date of confinement
-Any special attention needs
-Signature of a physician
In addition, some countries might restrict the entry of pregnant who do not have the nationality of that country. Prior to travel, please check with the embassy or consulate.
Can I travel with my infant?
The infant who born within 8 days can not boarding.
In the meanwhile, Vanilla Air accepts guide dogs, service dogs and assistance dogs.
For more details, please visit "Special Assistance" page.
I am making a resavation with multiple tabs or windows. Is there any problem?
Please refrain from creation or modification of booking in multiple tabs or windows on your browser. This may cause errors with your booking.
Can I also make a reservation with my smartphone or tablet?
Site optimised for viewing is iOS6.0 l Android4+. If you use Android, site optimised for viewing is Google Chrome and Firefox.
Please refrain from creation or modifitication of booking in multiple tabs or windows on your browser. This may cause errors with your booking.
Can I access to your website with any PCs?
You can access our website with any PCs but we recommend to use Internet Explorer 8+, Google Chrome29+, FireFox23+ and Safari6+.
Can I make a reservation for group?
Yes, you can make a reservation for maximum 9 passengers at a time via our website and Reservation Center.
If you would like to make a reservation for 10+ passengers, please divide into 2+ or call to our dedicated Reservation Desk for group booking(This group reservation service is only available for the itinerary departing from Japan. Also, this group reservation center is only available in Japan and Japanese).
How can I confirm my reservation? Do I need re-confirm?
You can confirm your reservation on our website. We will require a reservation number and your name(First/Last) and Origin and Destination. You do not need to reconfirm your reservations.
I could not receive my itinerary by email. How can I confirm my reservation?
After your reservation completed, you will receive itinerary by email from Vanilla Air. If you don't have an itinerary but you have a reservation number, you can confirm your reservation on our website. If you lost your reservation number, please contact us from our contact form with plenty of time to spare.
If you can not receive itineraries, popular reasons are
-You set abuse filter with white list. Please add our domain (vanilla-air.com) to your white list.
-Email provider you use our emails as spams. Please check you spam folder and claim "not a spam".
-You inputted wrong email address. Please contact to us from our contact form.
Can I also reserve hotel, rentacar etc?
We are sorry but currently we do not have those services in English.
I found incorrect info in my itinerary/boarding pass, how can I correct them?
For international flights, your information which written in your boarding pass must match with your passport info(name, passport number, expire date, issued country and nationality).
If not, you may not be able to board the flight. The most frequent mistake is to input your name in the wrong order. Please input your name with the order of First/Last Name. If you find out incorrect information in your itinerary, please contact us via contact form. We will charge you the change fee. For More details
How can I use coupon?
To use coupon discount, booking must be made via website or by calling reservation center (handling fee will be charged ). Coupon can not be used at airport counter. Also, please kindly be reminded that fare types must be Inclusive, and payment currency is restricted only in Japanese YEN.
【Steps to use coupon discount via website】
1) Select “Book your flights” tab and choose your requested route.
2) Please input your coupon code in the space provided ( indicated as “ Coupon Code” )
＊coupon codes are issued occasionally, and their terms of validity and applicable routes are different.
3) After entering your code, all the other procedure is the same as usual online booking. Discount will be applied for only fare.
You cannot use this coupon together with Group discount (4+ passengers per booking).This coupon is capable of using over and over within term of validity. Within term of validity, this coupon will be applied to Flight / Date Change. Please be noted that coupon will be no longer available for Flight / Date Change after expiration date.
Where can I see discount amount when I booked Group Booking(4-9 passengers per booking) ?
Unfortunately, there is no page you can check how much to be discounted. However, if you search any flight for 4 people, 10% discount is automatically applied. The air fare per person shown at the next page is already discounted fare.