Step 1: Passengers purchase single or round-trip tickets operated by Hong Kong Airlines for HKG=KIX / KIX=HKG under eligible fare brands (Main, FlexiPlus) or Business Class through Hong Kong Airlines official channels. 

Step 2: The Free KIX Shuttle reservation button will be displayed on the following pages:

PC Page

Book via the link in the itinerary confirmation email:

APP/ Mobile Website/WeChat Mini Program Page

Click the banner image to jump directly to the free reservation URL:

Step 3: Click the Shuttle Bus booking button to reserve the Free KIX Shuttle Service.

Step 4: Fill in the information and the system will generate a QR code for the free KIX shuttle service.

Other Notes: If you do not make a reservation in time, you can still book for free via the [Free Reservation Entrance] on the Osaka Shuttle Service landing page.

Tickets purchased through non-official channels cannot be booked for Osaka Shuttle services. Hong Kong Airlines official channels include the Hong Kong Airlines APP, Hong Kong Airlines WeChat Mini Program, Hong Kong Airlines Official website, and Hong Kong Airlines Mobile website (mw.hongkongairlines.com).

Passengers who purchased their tickets through other agency channels or on code-share flights CANNOT use this reservation service. 

Step 1: Passengers purchasing Hong Kong Airlines operated HKG=KIX / KIX=HKG tickets through official channels who do not meet the free reservation conditions (including but not limited to purchasing "Value" fares, "Flash Sale" fares, "Companion" fares, or purchasing via third-party/agent channels) or those who need extra seats can purchase the Osaka transfer service at a discounted price.

Step 2: Purchase buttons will be displayed on:

APP / WeChat Mini Program / Mobile Website

Ticket Purchase Success Page

Shuttle Service Page: Select 【Services】 -> Click 【Shuttle Services】 -> Choose the Shuttle service to purchase

PC Page

Click the 【Paid Purchase Entrance】 on the Osaka Shuttle Service landing page:

Boarding Instructions:

For boarding, passengers must present at least one of the following valid Hong Kong Airlines boarding proofs or ticket-purchase records:

• Electronic boarding pass
• Paper boarding pass printed at a check-in counter or self-service kiosk (original only)
• Itinerary displayed in the Umetrip mobile app 

AND

• A matching valid travel document (name and number must correspond to the proof presented).

INNN staff reserve the right, with the passenger’s consent, to verify these materials as evidence. If a passenger fails to present the required documents to the INNN staff, the complimentary ride entitlement will be forfeited.

Cancellation and Modification Policy：

The QR code for airport pick-up orders is valid for 24 hours from the scheduled service time specified by the passenger. Once the QR code expires, the associated ticket number will be automatically invalidated and cannot be used for reservation again.

Drop-off orders can be canceled for free up to 6 hours before the scheduled pick-up time; cancellation is not accepted within 6 hours (inclusive) of the scheduled pick-up time.

Order modification is not accepted at all time.

Booking Instructions：

Earliest booking date: The available booking time for both pick-up and drop-off services is subject to the system's availability.

Price description: Children under 2 years old who do not occupy a seat can be held in the arms of an adult passenger free of charge (each adult passenger is limited to holding 1 child under 2 years old). Children aged 2 and above are considered to occupy a separate seat and will be charged accordingly.

I. Fees Included

1. Door-to-door one-way pick-up/drop-off service (airport to designated location or designated location to airport).

2. Vehicle operation fees, highway tolls, road and bridge tolls, fuel fees, empty driving fees, and congestion fees.

3. Driver service fees.

4. Luggage standard:

Each passenger included in the booking may carry the following baggage free of charge:

• One 32-inch suitcase with total dimensions (length + width + height) of less than 170 cm
• One carry-on suitcase of 20 inches or smaller with total dimensions of less than 115 cm

Baggage exceeding the above size or quantity limits requires the purchase of an additional baggage ticket for each extra item.

The baggage ticket fee is JPY 1,900 per item.

Backpacks and other personal carry-on items measuring no more than 50 cm in height and 30 liters in capacity, which can be safely held on the passenger's lap, are not counted toward the baggage allowance above.

a. Special Baggage

Strollers

• A foldable stroller is counted as one piece of baggage within the 32-inch allowance.
• A compact or pocket stroller is counted as one piece of 20-inch baggage.
• Large strollers with any single dimension exceeding 88 cm cannot be accepted for transportation.

Wheelchairs

• Wheelchairs cannot be accepted for transportation.

b. Prohibited Baggage and Items

The following baggage and items cannot be transported, and boarding may be refused:

• Oversized items with any single dimension exceeding 90 cm, including fishing rods, skis, golf bags, wheelchairs, guitars, etc.
• Pets
• Liquids with a risk of leakage, including live seafood and unsealed alcoholic beverages
• Fragile items, including LCD displays, musical instruments, etc.

c. Violation Policy

Passengers who conceal or fail to declare prohibited items may have their booking canceled or be refused boarding. Any resulting losses, expenses, or consequences shall be borne solely by the passenger.

II. Fees Not Included

1. Other fees not listed in the "Fees Included" section.

2. Airport pick-up night service fee (for pick-up services booked between 21:00 and 4:59). If the flight landing time is falsely reported when booking the pick-up service, the passenger needs to re-book at the pick-up counter.

3. Excess luggage fee of 1,700 JPY per piece. Please refer to the luggage standard for luggage-related regulations.

Process Description

1. Airport Pick-up Booking Process:

Fill in travel information: flight landing time, passenger name, flight number, destination (hotel, guesthouse, or designated location), contact phone number, etc., as per the information prompted on the booking interface.

2. Airport Pick-up Process:

Find the pick-up counter (INNN service counter along the exit route on the airport arrival floor) according to the booking prompt information; present the booking QR code; receive the luggage tag.

3. Airport Pick-up Boarding Process:

Follow the guidance of the counter staff to the vehicle parking area, hand over the luggage to the driver, and board the vehicle.

4. Airport Pick-up Transfer Process and Destination Arrival:

If a transfer is required, follow the guidance of the service staff to complete the transfer and arrive at the destination.

5. Drop-off Process:

a. Fill in travel information: pick-up time, departure terminal, contact phone number, etc., and add the INNN customer service in a timely manner to join the real-time communication group.

The system will arrange the service according to the passenger's booked pick-up address and time. The customer service will communicate and confirm the order and address with the passenger in advance and inform the vehicle information. The driver will notify the passenger of the estimated arrival time of the vehicle via text message or group message about 20 minutes before arrival. After the vehicle arrives, the driver will wait for 3 minutes. If the passenger is overdue for more than 3 minutes, the driver has the right to leave.

b. When the drop-off vehicle arrives, present the booking QR code.

c. Hand over the luggage to the driver and board the vehicle.

6. Drop-off Transfer Process:

If a transfer is required, follow the guidance of the service staff to complete the transfer and arrive at the destination terminal.

Product Instructions

a. Passengers carrying pets, regardless of the carrying or shipping method, cannot be accommodated.

b. The pick-up and drop-off scope for Osaka Kansai International Airport is the 24 wards of Osaka City (Miyakojima Ward, Fukushima Ward, Konohana Ward, Nishi Ward, Minato Ward, Taisho Ward, Tennoji Ward, Naniwa Ward, Nishiyodogawa Ward, Higashiyodogawa Ward, Higashinari Ward, Ikuno Ward, Asahi Ward, Joto Ward, Abeno Ward, Sumiyoshi Ward, Higashisumiyoshi Ward, Nishi-nari Ward, Yodogawa Ward, Tsurumi Ward, Suminoe Ward, Hirano Ward, Kita Ward, Chuo Ward).

c. It is recommended to schedule the drop-off service 5 hours before the flight departure time. The drop-off driver will wait for 3 minutes after arrival, and has the right to leave after exceeding 3 minutes.

d. Drop-off orders must be booked at least 12 hours in advance, and the drop-off customer service contact information must be added at least 10 hours in advance. If the drop-off service is missed due to not adding the customer service contact information, resulting in the inability to reach the drop-off information, the fee will not be refunded.

e. Information related to drop-off orders, such as the driver's arrival information, will be subject to the communication group established with the customer service, and the information will be synchronized in real-time in the corresponding group.

f. When booking, please ensure to provide correct information, including pick-up and drop-off locations and transfer times, etc. If the pick-up and drop-off cannot be completed due to incorrect information, the order will be deemed invalid, and no refund will be provided.

g. The driver will arrive at the designated meeting point on time. Passengers who arrive early please wait on-site. Due to traffic conditions beyond human control, please understand. Leaving the waiting place without notice will be regarded as a no-show, and no refund will be provided.

h. To ensure driving safety, we reserve the right to change the vehicle model and will try to notify in advance, but special circumstances may prevent notification. Passengers boarding the vehicle are deemed to agree to the vehicle model change. If in doubt, do not board the vehicle and contact customer service immediately. In case of conflicts between these terms and other agreement contents, these terms shall prevail.

i. Please leave a contact method that can indeed receive information. If leaving a mobile phone number, please confirm that it can be connected in Japan. If leaving a communication software, please confirm that there is network and the non-friend message setting is enabled. If the information fails to be sent due to inability to contact, no refund will be provided. Please be aware (the driver cannot reply to messages while driving, and can contact INNN customer service in the group for assistance).

j. If the number of people and the number of luggage do not match the order information or exceed the limit, they need to be supplemented on-site; otherwise, the vehicle cannot carry them, and the driver has the right to refuse pick-up and no refund will be provided.

k. Eating and drinking may cause inconvenience to other passengers. To maintain the comfort of the overall environment, please do not eat or drink in the vehicle. If the vehicle is accidentally damaged, the interior is soiled, or the driver's or other passengers' property is damaged due to the passenger's reasons, the passenger shall bear the actual cleaning or repair costs incurred and will be charged a delay fee and subsequent order delay or cancellation fee.

l. Please fasten your seat belt for safety.

m. Please take care of your valuables and fragile items. If a passenger's lost item is found, we will properly store it at the airport counter, and free return service for items is not provided. No compensation will be given for damage or loss.

n. To facilitate the "door-to-door" pick-up and drop-off service, all transfer services are shared services with one transfer between large and small buses. The arrival order is not guaranteed, and the passenger drop-off order will be automatically sorted by the system. Temporary drop-off points outside the booked destination information are not accepted, and the vehicle model is not fixed. The vehicle models are large buses (45-49 seats), medium buses (30 seats), and small buses (10 seats).

o. Intercity transportation is not supported.

p. Smoking is prohibited throughout the vehicle (including various electronic cigarettes).

q. Midway stops, detours, route selection, or changes to the starting and ending points are not supported during the journey. If a passenger makes the above requests, the driver has the right to refuse and continue serving according to the order information. Passengers who get off midway temporarily will still be charged the full fee.

r. Hong Kong Airlines and INNN reserve the right to amend the terms and conditions at any time without prior notice.

s. In the event of any dispute regarding any terms and conditions, Hong Kong Airlines and INNN shall have final say over any dispute.

1. How do I book the Osaka Shuttle service for Osaka flights?

a. Via HK Airlines Official Channels:

• Successfully purchase an eligible HKG=KIX / KIX=HKG ticket (Essential, Flexi Plus, or Business Class).
• Click the transfer booking button on the payment success page.
• Select Pick-up or Drop-off service.
• Fill in travel details to generate the transfer QR Code.

b. For tickets booked through Non-Official Channels (Third-Party Platforms)

Passengers who purchased their tickets through other agency channels or on code-share flights CANNOT use this pick-up/drop-off reservation service. 

2. Can I use the Osaka Shuttle service if I purchased a ticket for travel between February 1 2026 and July 30 2026 earlier?

No, this Osaka airport pick-up service is only applicable to tickets issued on or after August 1st, 2026 (HKT)

Ticket issue date: August 1st, 2026 to June 30th, 2028 (HKT)

Travel date: August 1st, 2026 to June 30th, 2028 (HKT)

3. Can the Osaka Shuttle service take me to any location?

No, the transfer service from Kansai International Airport covers only the 24 wards of Osaka City to/from Kansai International Airport: Miyakojima, Fukushima, Konohana, Nishi, Minato, Taisho, Tennoji, Naniwa, Nishi-Yodogawa, Higashi-Yodogawa, Higashi-Nari, Ikuno, Asahi, Joto, Abeno, Sumiyoshi, Higashi-Sumiyoshi, Nishi-Nari, Yodogawa, Tsurumi, Suminoe, Hirano, Kita, and Chuo.

4. If my ticket number does not start with "851", can I use the airport pick-up service?

No, you need to enter a valid ticket number on the relevant page when making a reservation. The reservation can only be successfully made after the system verification is passed; if the verification fails, the reservation cannot be completed.

5. Can I use the Osaka Shuttle service if I purchased my ticket through non-Hong Kong Airlines channels (e.g., agents or third-party platforms)?

6. Are there additional fees for the Osaka Shuttle service?

The transfer service includes door-to-door (airport to designated location or vice versa) pick-up/drop-off, vehicle travel costs, highway tolls, road/bridge fees, fuel surcharges, empty return fees, congestion fees, and driver service fees.

Excluded:

1) Any additional fees not covered above.

2) Night service fee for pick-up (booked between 21:00 and 04:59). If the flight arrival time is misrepresented, rebooking at the pick-up counter is required.

3) Excess luggage fee of JPY 1,700 per piece (refer to luggage standards).

7. How can I modify or cancel the Osaka Shuttle service?

Pick-up: The QR code for the pick-up order is valid for 24 hours from the booking time. Once expired, the associated ticket number becomes invalid and cannot be reused for booking.

Drop-off: Orders can be canceled free of charge up to 6 hours before the service time. Cancellations within 6 hours (inclusive) are not permitted.

No modifications to orders are allowed at any time.

8. Can I book the Osaka Shuttle service on the spot?

We recommend booking the pick-up service in advance. On-the-spot bookings depend on vehicle availability and may involve longer waiting times. Drop-off services must be booked at least 12 hours in advance and contact with customer service must be added at least 10 hours prior.

9. Are there luggage size restrictions for the Osaka Shuttle service?

Yes, each passenger can carry one piece of checked luggage up to 32 inches (total dimensions: length + width + height < 170 cm) and one piece of carry-on luggage up to 20 inches (total dimensions: length + width + height < 115 cm) free of charge.

Excess luggage requires a luggage voucher at JPY 1,700 (approx. HKD 80, subject to daily exchange rates) per piece (total dimensions < 170 cm).

10. Can I use the airport transfer service if I am traveling with special baggage, such as large sports equipment?

1) Special Baggage That May Be Accepted

a) Stroller

• A foldable stroller is counted as one piece of baggage within the 32-inch allowance.
• A compact or pocket stroller is counted as one piece of 20-inch baggage.b) Sports equipment with total dimensions ≤ 170 cm

b) Sports Equipment

Sports equipment with total dimensions (length + width + height) of 170 cm or less may be accepted, provided that it also complies with all other baggage restrictions.

2) Baggage That Cannot Be Accepted

The following baggage, items, and circumstances cannot be accommodated:

• Passengers traveling with pets cannot be accepted, regardless of how the pet is carried or transported.
• Large strollers.
• Oversized items with any single dimension exceeding 90 cm, including fishing rods, skis, golf bags, wheelchairs, guitars, etc.
• Liquids with a risk of leakage, including live seafood and unsealed alcoholic beverages.
• Fragile items, including LCD displays, musical instruments, etc.

※ If you are traveling with any other type of special baggage, please contact Customer Service before your ride and provide details of the item and its dimensions so that we can confirm whether it can be accommodated.

Passengers who conceal or fail to declare prohibited items may have their booking canceled or be refused boarding. Any resulting losses, expenses, or consequences shall be borne solely by the passenger.

11. Can I book a private vehicle for the Osaka Shuttle service?

All transfer services are shared (group) services with one transfer on large (45-49 seats), medium (30 seats), or small (10 seats) buses. The drop-off order is automatically determined by the system, and temporary changes to drop-off points or vehicle types are not allowed.

Mid-journey stops, detours, route changes, or modifications to start/end points are not supported. If such requests are made, drivers may refuse, and full fees will still apply for passengers disembarking mid-journey.

12. How do I contact the driver, and what is the waiting time?

1) Pick-up Process

a) After landing, proceed to the INNN service counter at the airport arrival level, present your booking QR code, and collect luggage tags. b. Follow the counter staff’s instructions to the vehicle pick-up area, hand over luggage to the driver, and board the vehicle.

b) Follow the counter staff’s instructions to the vehicle pick-up area, hand over luggage to the driver, and board the vehicle.

2) Drop-off Process

a) After filling in travel details, add INNN customer service and join the instant messaging group. The system assigns vehicles based on the booked address and time. Customer service will confirm the order and address in advance and provide vehicle details. Approximately 20 minutes before arrival, the driver will notify passengers via SMS or group messages.

b) Vehicles wait for 3 minutes upon arrival. Drivers may leave after a 3-minute timeout.

13.Does the Osaka Shuttle service offer support in languages other than Chinese?

Multilingual service in Chinese, Japanese, Korean, and English with 24/7 online customer support.

14. How do I get more information about the Osaka Shuttle service?

For issues related to booking, verification, travel, or cancellations, contact: customerservice@innn.com.