rakuten travel cancellation policy

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These Terms and Conditions are written and interpreted in Japanese. When Rakuten provides excerpts of these Terms and Conditions or translates them into other languages, the translated versions are provided merely as reference information. In the event of any inconsistency between the Japanese version of these Terms and Conditions and any translated version, the Japanese version shall prevail. The full text of the Japanese version is available here .

Rakuten Travel Rent-A-Car Terms and Conditions

Last updated: 17 April 2024

Chapter 1 General Provisions

Chapter 2 use of rakuten travel, chapter 3 to 4 [intentionally omitted], chapter 5 settlement, chapter 6 precautions for service use, chapters 7 - 11 [intentionally omitted], chapter 12 use of rent-a-car reservation service, chapters 13-16 [intentionally omitted].

Article 1 (General Provisions) 1.These Terms and Conditions provide matters that users ( “Users” ) must comply with when using the Japanese version of the travel reservation site “Rakuten Travel” (as defined in Article 2), operated by Rakuten Group, Inc. (the “Company” ). 2.Users shall comply with these Terms and Conditions, as well as any subordinate terms, rules and guidelines of these Terms and Conditions and, if Users are a Rakuten Member, the Rakuten Membership Agreement (collectively, the "T&Cs" ) in connection with Users’ use of Rakuten Travel. 3.The Company shall deem that the User has agreed to T&Cs when Users use Rakuten Travel. Article 2 (Rakuten Travel) “Rakuten Travel” means: (1) Rent-a-Car Reservation Service as defined in Article 39, Paragraph 1 ( the "Reservation Services" ); and (2) a comprehensive Internet travel site that provides sightseeing and leisure information, tour advertisements, user questionnaires, posted information, and other travel-related information (collectively, the "Travel Information Services" ).

Article 3 (Method of Use) 1.Users shall fully read and understand T&Cs before using the Reservation Services or Travel Information Services on Rakuten Travel. 2.When using services (hereinafter simply referred to as “service or services” ) provided by accommodation facilities, transportation facilities, rent-a-car agencies, travel agencies, etc. (collectively referred to as the "Service Provider" ) under contract with the Company, the Users shall fully confirm the terms, conditions, guidelines, rules, etc., stipulated by such Service Provider before using such services. 3.[Intentionally Omitted] Articles 4 to 5 [Intentionally Omitted]

Article 14 (Settlement Method) In using the Reservation Service, Users shall pay for the service in accordance with the provisions of the following items. In the event that any of the following items are not applicable, Users shall comply with the provisions of terms and conditions. (1)In the case of payment at the time of reservation of the service (hereinafter referred to as "Advance Payment" ), a credit card or other payment method specified by the Company; or (2)In the case of payment at the time of use of the service (hereinafter referred to as "On-Site Payment" ), cash, credit card payment, or other method determined by the Service Provider. Article 14-2 (Credit Card Settlement) 1.With respect to credit card payment, if a provision is made to limit the credit cards that can be used for individual services, such provision shall prevail. 2.Credit cards that can be used for credit card payments shall be limited to credit cards in the name of the user (if the person making the reservation and the person actually using the service are different, the credit card shall refer to the person making the reservation, and the same shall apply hereinafter in this Chapter). 3.Users shall not use another person's credit card, enter false credit card information, or engage in any other conduct that the Company deems inappropriate. The Company may demand compensation from the User for any damages incurred by Users as a result of such acts. 4.If the credit card company refuses to accept the credit card used or selected by Users for payment for any reason, or if we deem the use of the credit card to be inappropriate according to our prescribed standards, we may change the payment method, cancel the reservation, or take any other action deemed necessary by us without obtaining the Users’ consent. Article 15 (Settlement of change and cancellation fees) 1.Unless otherwise specified by each service, Users shall settle any change or cancellation fees arising from changes or cancellations of the reservation by Users in accordance with the method specified by the Company. 2.The method determined by the Company in the preceding paragraph shall be as follows: (1)If Users has selected Advance Payment (only when credit card payment is selected), the method of debiting or settling the account by the credit card designated by Users for such credit card payment. (2)[Intentionally Omitted]

Article 16 (Method of Contacting Users) The Company and the Service Provider may contact users as necessary, using e-mail addresses, addresses, telephone numbers and any other methods obtained at the time of reservation or membership registration. The decision as to which method of communication is to be used shall be at the discretion of the Company or the Service Provider making such contact. Article 17 (Personal Information) 1.The Company shall handle the personal information of Users in accordance with the "Privacy Policy" separately stipulated, and Users shall agree to this. 2.[Intentionally Omitted] Article 18 (Prohibited Matters) 1.Users shall not engage in any of the following acts (including any act that the Company deems likely to fall under any of the following items) when using Rakuten Travel: (1)Violation of the T&Cs; (2)Infringe upon the rights of, cause disadvantage to, or cause discomfort to the Company, the Company’s group companies, the Service Provider, other Users, or any other third parties; (3)Failure to fulfill obligations to the Service Provider or the Company, such as payment of the tour fee, usage fees or cancellation fees; (4)Acts that prevent the Service Provider or the Company from contacting Users, such as registration of false or fictitious contact information, intentional non-response, or other acts that prevent the Service Provider or the Company from contacting Users; (5)Use Rakuten Travel to organize tours, resell tours to others, or for any other commercial purpose; (6)Use Rakuten Travel in any manner other than that approved by the Company; (7)Sending spam mail, chain letters, junk mail, etc.; (8)Use of the contents that is prohibited by the Company for persons under 18 years of age (hereinafter referred to as "Youth") by Users who are Youth themselves, or having Youth use the services provided by the Service Provider through said contents; (9)Acts contrary to laws and regulations or public order and morals; (10)Use, creation, or distribution of an external tool that operates using a bug not normally intended by the Company, or otherwise has an effect not normally intended by the Company; (11)Verbal abuse or intimidation of employees of the Company and the Company’s group companies or its subcontractors (including temporary employees), or any other conduct that is detrimental to their safety or mental health; (12)Any other conduct, regardless of the means used, that the Company reasonably determines to be extremely inappropriate in light of socially accepted norms and that interferes with the operation of Rakuten Travel; (13)Other acts that the Company reasonably determines to be prohibited or inappropriate. 2.If the Company determines, based on reasonable grounds, that Users has committed any of the acts listed in each item of the preceding paragraph, the Company may, without prior notice, suspend the Users’ use of Rakuten Travel and cancel the Users’ membership of Rakuten Travel. Article 19 (Disclaimer) 1.In the event that Users incur any damages due to reasons attributable to the Company, if such damages are not caused by the Company’s willful misconduct or gross negligence, the damages to be compensated shall be limited to direct and ordinary damages actually incurred by Users. 2.– 6. [Intentionally Omitted] 7. With respect to Rent-a-Car Reservation Service (as defined in Article 39.1), the Company grants Users permission to use the system for making a reservation for the Rent-a-Car Reservation Service and provides a "place" for Users to make a reservation, and the Company shall not be a party to any contract regarding the reservation or use of the Rent-a-Car Reservation Service and shall not be liable for any loss or damage arising therefrom. The Company shall not be a party to the contract regarding the reservation or use of Rent-a-Car service and shall not be liable for the reservation or use of Rent-a-Car service except for reasons attributable to the Company. 8.- 10. [Intentionally Omitted] 11.The Company shall not be liable for any damage or disadvantage arising from Users’ failure to settle payment by the settlement deadline, unless such damage or disadvantage is caused by reasons attributable to the Company. 12.In the event of any trouble or dispute between Users and the Service Provider, such trouble or dispute shall be resolved directly between the Users and the relevant Service Provider, and the Company shall not be liable for it unless it is due to reasons attributable to the Company. 13.Unless otherwise provided in the travel contract, the Company shall not be liable for any damage caused by system interruption, delay, discontinuance, data loss, or unauthorized access to data due to communication line or computer failure before the conclusion of the travel contract, or any damage caused to Users in connection with the use of Rakuten Travel's contents. The Company shall not be liable for any damages arising out of or in connection with the use of the contents of Rakuten Travel unless such damages are caused by reasons beyond the Company’s control. 14.The Company shall not be liable for any damage caused by the failure of an e-mail delivered by the Company to reach the relevant Users due to an inadequate e-mail environment or transmission route of the user, unless the damage is caused by a reason attributable to the Company. 15.Users shall be responsible for Users’ own conduct in using Rakuten Travel, and if Users cause any damage to any third party, Users shall be responsible for resolving such damage at Users’ own responsibility and expense. 16.The Company may provide information and advice to Users from time to time, but the Company shall not be held responsible thereby, unless for reasons attributable to the Company. 17.The Company shall not be liable for any damage caused by Users’ violation of the T&Cs, unless the damage is caused by reasons attributable to the Company. 18.The Company does not guarantee that e-mails sent from the web pages, servers, domains, etc. of Rakuten Travel and the contents of the Reservation Service and the Travel Information Service do not contain computer viruses or other harmful content. 19.The Company may suspend or discontinue all or part of Rakuten Travel services without prior notice when performing routine or emergency maintenance of the system, when the system is overloaded, when it is necessary to ensure the security of Users, or when it otherwise deems it necessary. The Company may suspend or terminate all or part of the Rakuten Travel services without prior notice. The Company shall not be liable for any damage incurred by Users due to such suspension or discontinuation unless such damage is caused by reasons attributable to the Company. 20.The Company shall not guarantee the authenticity, accuracy, reliability, etc. of any information posted on Rakuten Travel by the Company or the Service Provider, and shall not be liable for any damages incurred by Users arising from such information unless such damages are caused by reasons attributable to the Company. Article 20 (Modification of the T&Cs) The Company will notify Users of any changes to T&Cs at an appropriate time and in an appropriate manner, taking into consideration the impact of such changes and the operation of Rakuten Travel services. The amended T&Cs shall become effective on the date determined by the Company or after a certain period of advance notice prescribed by the Company has elapsed. The Company may change or discontinue all or part of Rakuten Travel services at its reasonable discretion without prior notice to Users. Article 21 (Governing Law, Agreed Jurisdiction) T&Cs shall be construed in accordance with the laws of Japan, and if a lawsuit becomes necessary in connection with T&Cs, the Tokyo District Court shall have exclusive jurisdiction as the court of first instance.

Article 39 (Rent-a-Car Reservation Service) 1. “Rent-a-Car Reservation Service” is a service that enables Users to use the Company's reservation system for the purpose of making reservations through Rakuten Travel for Rent-a-Car and other optional services ( "Rent-a-Car Service" ) provided by Rent-a-Car operators with which the Company has a partnership (the “Rent-a-Car Operator” ). 2. The Rent-a-Car Service contract shall be concluded directly between Users and the Rent-a-Car Operator, and the contents and conditions of the Rent-a-Car Service shall be determined separately by each Rent-a-Car Operator. The Company shall not be liable for the Rent-a-Car Service unless it is due to reasons attributable to the Company. 3. Information regarding Rent-a-Car Service posted on Rakuten Travel is provided by Rent-a-Car Operator, and the Company does not guarantee the authenticity, accuracy, usefulness, or reliability of such information. 4. The availability of cars for rental, Rent-a-Car Service fees, and other terms and conditions posted on Rakuten Travel may differ from those offered by other Rent-a-Car operators or other websites for the same Rent-a-Car services, and we do not guarantee that the terms and conditions offered on Rakuten Travel are the most favorable to Users. The Company does not guarantee that the terms and conditions presented on Rakuten Travel are the most advantageous to Users. Article 40 (Registration of Additional Information) When using Rent-a-Car Reservation Service, Users shall register name, contact information, and other information prescribed by the Company on Rakuten Travel in a manner prescribed by the Company. Article 41 (Change or Cancellation of Contract for Rent-a-Car Reservation Service) 1.Unless otherwise specified by the relevant Rent-a-Car Operator, a reservation for Rent-a-Car Service shall be established when Users makes a reservation in the manner prescribed by the Company and the Company accepts such reservation on Rakuten Travel. 2.Users shall make sure to confirm that the reservation has been completed in the manner prescribed by the Company within Rakuten Travel when Users make a reservation using Rent-a-Car Reservation Service. 3.Users may request to change the contents of Rent-a-Car Service or other reservation details or to cancel all or part of the contract for Rent-a-Car Service (collectively referred to as "Changes." in this Chapter) based on the agreement with Rent-a-Car Operator. 4.Users shall make Changes described in the preceding paragraph by the method separately designated by the Company (Users shall designate the method according to the type of Changes from the method of entering and transmitting the necessary information by the method prescribed by the Company, the method of directly contacting the relevant Rent-a-Car Operator, etc.). If the Company specifies the method of directly contacting the relevant Rent-a-Car Operator, the Company shall not be liable for any damage or disadvantage incurred by Users due to the Users’ failure to contact the Rent-a-Car Operator directly, unless such damage or disadvantage is caused by a reason attributable to the Company. 5.Fees for change, cancellation and penalty, business handling charges and other amounts to be borne by Users due to Changes (hereinafter referred to as "Changes Fee" ) shall be in accordance with the travel contract, and Users shall be sure to confirm the provisions regarding Changes Fee in the travel contract before making any Changes. 6.If the contents of the reservation violate T&Cs, the travel contract, or laws and regulations, or are reasonably inappropriate, Rent-a-Car Operator may make changes to the reservation by itself with the prior consent of Users. If necessary, the Company may make such changes on behalf of the Rent-a-Car Operator. 7.The Company and Rent-a-Car Operator shall not be liable for any damage or disadvantage incurred by Users as a result of changes based on the preceding paragraph, unless such damage or disadvantage is caused by reasons attributable to each of them, and even if cancellation fees or other expenses are incurred due to changes, Users shall not be exempt from the obligation to pay such expenses. Article 42 (Method of Settlement of Usage Fees) Users shall pay Rent-a-Car Service fee to Rent-a-Car Operator in cash or by other means. In this case, the time of payment and other payment methods shall be determined by the Rent-a-Car Operator.

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This is a JSON pull API for a client to search for dynamic property rates, create bookings, and cancel bookings.

Version: 3.77.1

Updated at: Jul 12, 2023

• 1 Changelog
• 2.1 API endpoints
• 2.2 Sequence diagram
• 3.1 About adult count and room count
• 3.2.1 How to do search polling?
• 3.2.2 When should I stop search polling?
• 3.3.1 Example usage of x-session
• 3.4 Rate types and amount fields
• 3.5.1 Cancellation bands
• 3.5.2 Cancellation Remarks
• 3.6.1.1 How to retrieve a booking status?
• 3.6.1.2 How to handle bkg-ps status
• 3.6.2 Status lifecycle
• 4.1 API hostname
• 4.2 Authentication
• 4.3.1 Accept-encoding gzip
• 4.3.2 X-Session header
• 4.4 Rate limiting
• 4.5 Timeout
• 5.1 Test property codes
• 6 Error code
• 7.1.1 GetHotelListURLSearchParams
• 7.1.2 GetHotelListResBody
• 7.2.1 GetHotelRoomsURLSearchParams
• 7.2.2 GetHotelRoomsResBody
• 7.3.1.1 PostBookingPolicyReqBody
• 7.3.2 PostBookingPolicyResponseBody
• 7.4.1 GetBookingPolicyResponseBody
• 7.5.1 PostPreBookReqBody
• 7.5.2 PostPreBookResBody
• 7.6.1 PostBookReqBody
• 7.6.2 PostBookResBody
• 7.7.1 GetBookStatusResBody
• 7.8.1 PostCancelReqBody
• 7.8.2 PostCancelResBody
• 8.1 Definitions of “req” and “res” columns in API reference table
• 8.2 HotelListSearchParams
• 8.3 HotelResult
• 8.4 HotelRate
• 8.5 HotelPackage
• 8.6 RoomDetails
• 8.7 CancellationPolicy
• 8.8 CancellationPolicyBand
• 8.9 TaxesAndFees
• 8.11 HotelRoomsSearchParams
• 8.12 RoomLeadGuest
• 8.13 ContactPerson
• 8.14 BookingRecord
• 8.15 BookingRecordPackage
• 8.16 BookingDetails
• 8.17 CancellationDetails
• 9.1 No bookable packages found.
• 9.2 Inconsistency between /hotel_list and /hotel_rooms package response
• 9.3.1 Active Properties List
• 9.4 Top Selling Properties List

API endpoints

Please find the table below for a summary of endpoints and usage.

Sequence diagram

This diagram describes how endpoints work together.

Required Concepts to Understand

About adult count and room count.

The Shopping & Booking API supports one room_type per booking. If a search is for more than one (1) room, the rates received in the response will be for the quantity of the same room_type .

Guest allocation

The adult count and children are evenly distributed by the number of rooms requested. Check the table below for examples.

Search Polling

Search is architected as a polling endpoint. You can continue to call the endpoint, and at any point in time, the results that are available at that time are returned in the response. All results returned are viable for display and booking.

As time elapses from the initial request, each subsequent poll should contain more data than the previous one. Said another way, every subsequent poll (i.e. exact same request) will return progressively more data.

There are two primary benefits to this approach:

You may display results to your users as they come in, rather than waiting for an arbitrary cut-off time or full search completion.

It works with any search cut-off time you choose, and you’ll be sure to have the maximum results available within that time window.

Polling is required by two (2) endpoints:

GetHotelList

Gethotelrooms, the diagram below explains how more data is progressively available. this is purely an example, as actual results will vary by each search and your polling times..

How to do search polling?

Typically we recommend that users send at least 2 requests for the same search and with 700ms gap between requests. Users may repeat this step multiple times or simply call it off after 2sec (example) and returning whatever results are available, instead of waiting to receive status: “complete” .

When should I stop search polling?

Please follows the rules below:

When the search polling is taking more than the user-set time. ( User has to implement this logic. )

When status: “complete” received, the completion time is between 2sec to 1:30mins.

If either of the above condition is met, the user should stop the search polling.

Example of from cut off time perspective. .. 3sec, 10sec,

X-Session Header

The Shopping & Booking API is designed to be stateless and sessionless. The purpose of the x-session header is to enable us to group requests. By including x-session , we can identify the initial search and each subsequent poll request. This allows us to calculate more accurately your ‘look to book’ ratio (i.e. how many searches are required for each confirmed booking). This is an important metric to measure to optimize our traffic and business relationships.

Example usage of x-session

Request GetHotelList for a multiple properties search without any session_id being passed in the HTTP header. In response, you will receive a session_id .

In the next polling call, include the session_id in the HTTP header with key  X-Session .

In the hotel rooms call, include the session_id received in step 1 in the same header.

In the booking policy call, include the session_id received in step 1 in the same header.

In the pre-book call, include the session_id received in step 1 in the same header.

In the booking call, including the session_id received in step 1 in the same header.

In the booking status polling call, including the session_id received in step 1 in the same header.

In the cancellation call, including the session_id received in step 1 in the same header.

Rate types and amount fields

We have 3 fields that correspond to amount ( room_rate , client_commission, and chargeable_rate ) and 3 rate types (net, commissionable and pay at hotel) that work together. You can find them in < HotelPackage >

Cancellation Policy

We provide two (2) methods to retrieve cancellation policy:

Call PostBookingPolicy – Default method

In HotelPackage of GetHotelList or GetHotelRooms response. – Special configuration

Regardless of the method implemented, validating the response package is required.

Cancellation bands

It’s very common to receive more than one (1) time period and more than one (1) penalty_percentage within a cancellation_policy . The time and date returned is based upon the UTC time of the hotel, and we present the cancellation_policy in the following way:

Cancellation Remarks

Sometimes additional information is included within a cancellation_policy . These cancellation remarks are required to be shown to your client. These typically include important notices from the property.

Booking status and their life cycle

Booking status is representing the current stage of the requested booking. This is the only reference for the booking status, regardless of the operations. E.g., If the cancellation process is failing, the status still remains unchanged.

Following table list all possible status:

How to retrieve a booking status?

Booking status is in the response of the following endpoints: PostPreBook , PostBook , PostCancel , and GetBookStatus .

Example of the booking status in response

How to handle bkg-ps status.

Upon receiving  bkg-ps , the client should continue polling the booking status at this interval:

Polling every 1 minute for the next 5 minutes.

Polling every 5 minutes after that for the next 6 hours.

If booking that went into  bkg-ps  didn’t change into  bkg-cf  or  bkg-af  within the 6 hours timeframe, the client may contact our customer support for assistance.

Status lifecycle

How booking status change from one to another, api request settings, api hostname, authentication.

To access the API users are required to attach given API key into X-Api-Key HTTP header.

Other HTTP headers

Accept-encoding gzip.

It is highly recommended to attach accept-encoding: gzip to be able to receive a compressed response which will preserve bandwidth and provide faster retrieval of response.

X-Session header

Refer to X-Session Header for more details and explanation

Curl example for GetHotelRooms request that includes authentication, x-session and gzip

Rate limiting.

This setting varies by client, contact your account manager to know your current limit. 429 Too many requests will be returned as a response if you are over the limit.

This setting varies by client and should be stated in the contract, contact your account manager for this.

Development Environment

Only 2 differences between Dev and Production environment

Your API key

You have access to our test properties to perform scenario testing.

Test property codes

Pay_at_hotel

We follow the HTTP status code standard, an error response will use status code > 299, e.g., 400 is bad params, 429 is too many requests, 500 is internal server error, …

Example of error response

Available error message

API Endpoints

So-called single multiple properties search.

Retrieves the list of hotels with rate from a selected package (the lowest price), based on a list of hotel IDs.

GetHotelListURLSearchParams

Gethotellistresbody, /hotel_list request example, /hotel_list response example.

So-called single property search.

Searches a list of available packages for a given hotel ID and specified parameters.

GetHotelRoomsURLSearchParams

Gethotelroomsresbody, /hotel_rooms request example, /hotel_rooms response example, postbookingpolicy.

So-called price check request.

Before a booking call is made against a package (returned via search), a booking policy call must be made.

Retrieving a booking policy returns additional information regarding the booking to be made and includes details like cancellation policy and hotel policies.

In the case of some suppliers, this call is equivalent to an availability check, because of this it is important  not  to let long periods (>20 minutes) lapse between retrieval of this policy and the booking itself as this will often reduce the likelihood of a package being successfully booked.

When making the pre-book request several packages from various suppliers may be able to fulfill this request.

Accordingly, in the event of booking failure seen in our internal system, we will proceed to book from the next supplier available, until the booking request is fulfilled or no further options are available.

After submitting the booking policy, the details can be retrieved or can be used to carry out a pre-booking.

Please allow minimum of 60 to 120 seconds for a response from this request.

PostBookingPolicyReqBody

Postbookingpolicyresponsebody, postbookingpolicy request example, postbookingpolicy response example, getbookingpolicy.

Retrieve the generated booking policy using booking policy ID.

GetBookingPolicyResponseBody

Getbookingpolicy request example, getbookingpolicy response example, postprebook.

Pre-books a package after a booking-policy request has been made.

PostPreBookReqBody

Postprebookresbody.

Please refer to < BookingRecord > for details explanation.

PostPreBook Request Example

Postprebook response example.

Trigger the actual booking. Retrieve the booking_id from PostPreBook response booking_id

PostBookReqBody

Postbookresbody, postbook request example, postbook response example, getbookstatus.

Retrieves the status and information of a booking request.

GetBookStatusResBody

Getbookstatus request example, getbookstatus response example.

Cancels a booking. Please note that you cannot cancel a booking in anything other than a bkg-cf (booking confirmed) status.

It is the responsibility of the client application to wait until a booking has been confirmed before attempting a cancellation as underlying supplier systems will not process a booking in an  in-process  state.

Failing to observe this rule will result in liability for booking charges and/or penalties incurred.

PostCancelReqBody

Postcancelresbody, postcancel request example, postcancel response example, api req/res types and references, definitions of “req” and “res” columns in api reference table.

Req (request), represents the user is using the JSON property in the HTTP request body.

Res (response), represents the user is handling the JSON property in the HTTP response body.

HotelListSearchParams

GetHotelListURLSearchParams in JSON object format, optional fields are respond in default value.

HotelResult

Hotelpackage, roomdetails, cancellationpolicy, cancellationpolicyband, taxesandfees, hotelroomssearchparams.

GetHotelRoomsURLSearchParams in JSON object format, optional fields are responding in the default value.

RoomLeadGuest

Contactperson, bookingrecord.

BookingRecord is a response body for PostPreBook , PostBook , GetBookStatus , and PostCancel .

BookingRecordPackage

Bookingdetails, cancellationdetails, tips & recommendations, no bookable packages found..

This error usually occurs when the package you sent as payload in your request to /booking_policy is different from the package on the supplier’s side. It is therefore required that you send the package exactly how you receive it in your call to /hotel_list and/or /hotel_rooms .

If you receive this error, even after sending the exact package as stated above, It could only mean two things:

The package is no longer available.

Some fields have changed, usually the rate.

On request to /booking_policy , we send a request for additional information and availability check to the supplier to make sure everything is correct before assigning a booking_policy_id. In the event that the package is no longer available or the package has changed, the supplier will return an error that the specified package cannot be found.

In both cases, you will need to search for availability again using /hotel_list or /hotel_rooms . If the package has changed, you should receive an updated one that you can use for your /booking_policy request.

Inconsistency between /hotel_list and /hotel_rooms package response

The package response in /hotel_list only shows the best rate (lowest-priced) for each hotel_id with availability based on your search. On the other hand, /hotel_rooms returns all the packages available for the specified hotel_id. You can find that the returned package from /hotel_list is among the /hotel_rooms packages.

In the rare case that you found discrepancies between the packages returned by both endpoint (e.g rate is different), it is recommended to use the result from /hotel_rooms as it contains the more recent response from the supplier.

How to fetch Rakuten Travel Xchange properties list

We periodically generate properties lists available for download at https://dev.rakutentravelxchange.com/files . It is highly recommended to download these files from time to time to keep your database in-sync with our records.

Active Properties List

This list contains the properties that are available and open for business. They show up in search results and are processing booking requests.

The file is a compressed CSV (Comma Separated Values) format with the following information:

Top Selling Properties List

This list contains properties that are performing well and are frequently requested by the people traveling to the destination of the hotel/property.

The file is a compressed CSV (Comma Separated Values) format with the same information as the Active Properties List with the exception of the category_id

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Biden-Harris Administration Announces Final Rule Requiring Automatic Refunds of Airline Tickets and Ancillary Service Fees

Rule makes it easy to get money back for cancelled or significantly changed flights, significantly delayed checked bags, and additional services not provided  

WASHINGTON – The Biden-Harris Administration today announced that the U.S. Department of Transportation (DOT) has issued a final rule that requires airlines to promptly provide passengers with automatic cash refunds when owed. The new rule makes it easy for passengers to obtain refunds when airlines cancel or significantly change their flights, significantly delay their checked bags, or fail to provide the extra services they purchased.

“Passengers deserve to get their money back when an airline owes them - without headaches or haggling,” said U.S. Transportation Secretary Pete Buttigieg . “Our new rule sets a new standard to require airlines to promptly provide cash refunds to their passengers.”  

The final rule creates certainty for consumers by defining the specific circumstances in which airlines must provide refunds. Prior to this rule, airlines were permitted to set their own standards for what kind of flight changes warranted a refund. As a result, refund policies differed from airline to airline, which made it difficult for passengers to know or assert their refund rights. DOT also received complaints of some airlines revising and applying less consumer-friendly refund policies during spikes in flight cancellations and changes. 

Under the rule, passengers are entitled to a refund for:

• Canceled or significantly changed flights: Passengers will be entitled to a refund if their flight is canceled or significantly changed, and they do not accept alternative transportation or travel credits offered. For the first time, the rule defines “significant change.” Significant changes to a flight include departure or arrival times that are more than 3 hours domestically and 6 hours internationally; departures or arrivals from a different airport; increases in the number of connections; instances where passengers are downgraded to a lower class of service; or connections at different airports or flights on different planes that are less accessible or accommodating to a person with a disability.  
• Significantly delayed baggage return: Passengers who file a mishandled baggage report will be entitled to a refund of their checked bag fee if it is not delivered within 12 hours of their domestic flight arriving at the gate, or 15-30 hours of their international flight arriving at the gate, depending on the length of the flight.  
• Extra services not provided: Passengers will be entitled to a refund for the fee they paid for an extra service — such as Wi-Fi, seat selection, or inflight entertainment — if an airline fails to provide this service.

DOT’s final rule also makes it simple and straightforward for passengers to receive the money they are owed. Without this rule, consumers have to navigate a patchwork of cumbersome processes to request and receive a refund — searching through airline websites to figure out how make the request, filling out extra “digital paperwork,” or at times waiting for hours on the phone. In addition, passengers would receive a travel credit or voucher by default from some airlines instead of getting their money back, so they could not use their refund to rebook on another airline when their flight was changed or cancelled without navigating a cumbersome request process.  

The final rule improves the passenger experience by requiring refunds to be:

• Automatic: Airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops.   
• Prompt: Airlines and ticket agents must issue refunds within seven business days of refunds becoming due for credit card purchases and 20 calendar days for other payment methods.  
• Cash or original form of payment: Airlines and ticket agents must provide refunds in cash or whatever original payment method the individual used to make the purchase, such as credit card or airline miles. Airlines may not substitute vouchers, travel credits, or other forms of compensation unless the passenger affirmatively chooses to accept alternative compensation.    
• Full amount: Airlines and ticket agents must provide full refunds of the ticket purchase price, minus the value of any portion of transportation already used. The refunds must include all government-imposed taxes and fees and airline-imposed fees, regardless of whether the taxes or fees are refundable to airlines.

The final rule also requires airlines to provide prompt notifications to consumers affected by a cancelled or significantly changed flight of their right to a refund of the ticket and extra service fees, as well as any related policies.

In addition, in instances where consumers are restricted by a government or advised by a medical professional not to travel to, from, or within the United States due to a serious communicable disease, the final rule requires that airlines must provide travel credits or vouchers. Consumers may be required to provide documentary evidence to support their request. Travel vouchers or credits provided by airlines must be transferrable and valid for at least five years from the date of issuance.

The Department received a significant number of complaints against airlines and ticket agents for refusing to provide a refund or for delaying processing of refunds during and after the COVID-19 pandemic. At the height of the pandemic in 2020, refund complaints peaked at 87 percent of all air travel service complaints received by DOT. Refund problems continue to make up a substantial share of the complaints that DOT receives.

DOT’s Historic Record of Consumer Protection Under the Biden-Harris Administration

Under the Biden-Harris Administration and Secretary Buttigieg, DOT has advanced the largest expansion of airline passenger rights, issued the biggest fines against airlines for failing consumers, and returned more money to passengers in refunds and reimbursements than ever before in the Department’s history.

• Thanks to pressure from Secretary Buttigieg and DOT’s flightrights.gov dashboard, all 10 major U.S. airlines guarantee free rebooking and meals, and nine guarantee hotel accommodations when an airline issue causes a significant delay or cancellation. These are new commitments the airlines added to their customer service plans that DOT can legally ensure they adhere to and are displayed on flightrights.gov .  
• Since President Biden took office, DOT has helped return more than $3 billion in refunds and reimbursements owed to airline passengers – including over $600 million to passengers affected by the Southwest Airlines holiday meltdown in 2022.   
• Under Secretary Buttigieg, DOT has issued over $164 million in penalties against airlines for consumer protection violations. Between 1996 and 2020, DOT collectively issued less than $71 million in penalties against airlines for consumer protection violations.  
• DOT recently launched a new partnership with a bipartisan group of state attorneys general to fast-track the review of consumer complaints, hold airlines accountable, and protect the rights of the traveling public.  
• In 2023, the flight cancellation rate in the U.S. was a record low at under 1.2% — the lowest rate of flight cancellations in over 10 years despite a record amount of air travel.  
• DOT is undertaking its first ever industry-wide review of airline privacy practices and its first review of airline loyalty programs.

In addition to finalizing the rules to require automatic refunds and protect against surprise fees, DOT is also pursuing rulemakings that would:

• Propose to ban family seating junk fees and guarantee that parents can sit with their children for no extra charge when they fly. Before President Biden and Secretary Buttigieg pressed airlines last year, no airline committed to guaranteeing fee-free family seating. Now, four airlines guarantee fee-free family seating, and the Department is working on its family seating junk fee ban proposal.  
• Propose to make passenger compensation and amenities mandatory so that travelers are taken care of when airlines cause flight delays or cancellations.   
• Expand the rights for passengers who use wheelchairs and ensure that they can travel safely and with dignity . The comment period on this proposed rule closes on May 13, 2024.

The final rule on refunds can be found at https://www.transportation.gov/airconsumer/latest-news and at regulations.gov , docket number DOT-OST-2022-0089. There are different implementation periods in this final rule ranging from six months for airlines to provide automatic refunds when owed to 12 months for airlines to provide transferable travel vouchers or credits when consumers are unable to travel for reasons related to a serious communicable disease. 

Information about airline passenger rights, as well as DOT’s rules, guidance and orders, can be found at   https://www.transportation.gov/airconsumer .

Airlines must cough up cancellation cash and can no longer hide fees under new federal rule

A federal rule announced Wednesday will require airlines to quickly give cash refunds — without lengthy arguments — to passengers whose flights have been canceled or seriously delayed, the Biden administration said.

“Passengers deserve to get their money back when an airline owes them — without headaches or haggling,” Transportation Secretary Pete Buttigieg said in a statement.

The rule from the Transportation Department says passengers who decline other reimbursement like travel credits are to get cash refunds.

It applies when a flight is canceled or has a “significant change,” the administration said.A “significant change” includes when departure or arrival times are three or more hours different from the scheduled times for domestic flights or six hours for international flights, and when the airport is changed or connections are added, it said.

Passengers are also to get refunds when their baggage is 12 hours late in delivery for domestic flights.

The new rule comes after promises to hold airlines accountable after major disruptions that made travel hell for passengers, including the 2022 Southwest Airlines meltdown , which resulted in almost 17,000 significantly delayed or canceled flights and a missing baggage nightmare.

The Transportation Department said that the new rule means refunds are automatic and that "airlines must automatically issue refunds without passengers having to explicitly request them or jump through hoops."

Also announced Wednesday was a rule requiring airlines to more clearly disclose so-called junk fees upfront, such as surprise baggage or other fees, the department said.

It said that rule is expected to save fliers around $500 million a year.

The surprise fees are used so tickets look cheaper than they really are, and then fliers get the unwelcome surprise of fees on checked bags, carry-on bags or reservation changes — or even discounts that are advertised but apply to only part of the ticket price, officials said.

Airlines will also have to tell fliers clearly that their seats are guaranteed and that they don't have to pay extra to ensure they have seats for flights, according to the Transportation Department.

Airlines for America, an industry trade group, said that its member airlines “offer transparency and vast choice to consumers from first search to touchdown” and that they do offer cash refunds.

The 11 largest U.S. airlines returned $10.9 billion in cash refunds last year, an increase over $7.5 billion in 2019 but slightly down from $11.2 billion in 2022, the group said.

“U.S. airlines are providing more options and better services while ticket prices, including ancillary revenues, are at historic lows,” Airlines for America said.

Left out of the federal changes announced Wednesday are those involving "family seating fees," but the Transportation Department said in a statement that "DOT is planning to propose a separate rule that bans airlines from charging these junk fees."

Travelers have complained to the Transportation Department that children weren’t seated next to accompanying adults, including in some cases young children, department officials said last year.

Fees on bags specifically have made up an increasing amount of airline revenues, the Transportation Department said Wednesday in announcing the new rules.

A Transportation Department analysis found that airline revenue from baggage fees increased 30% from 2018 to 2022, while operating revenue — which is from the flights themselves — increased by only half that amount, the department said.

Jay Blackman is an NBC News producer covering such areas as transportation, space, medical and consumer issues.

Phil Helsel is a reporter for NBC News.

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