Customer Support

Announcement Regarding Typhoon Jebi and the recent earthquake in Hokkaido - 2018/09/06

Due to effects from Typhoon Jebi and the recent earthquake in Hokkaido, our customer service phone lines are very busy, and replying to emails may take more time than usual.
We apologize for the inconvenience, but if your call does not go through, we ask you to please try calling again after waiting a few minutes.
Also, if the starting date for your booking is today or is approaching and you would like to request changes or cancellations, we ask that you please contact us by telephone (not e-mail) for quicker processing.

Our most common customer support questions:

  1. 1How can I change the dates of my reservation?
  2. 2How can I cancel bookings online?
  3. 3What cancellation fees apply?
  4. 4How far in advance can I make a reservation?
  5. 5What fees are included in the price?

Please refer to our FAQ Section for detailed information about frequently submitted inquiries. If you are unable to find the information you are looking for, please feel free to contact us. Customer Support

Inquiries Click here
Hours Open daily, 9:00 - 22:00 (Japan Standard Time)
Telephone (From Overseas) +81-3-6219-8682
(From Japan) 03-6219-8682
Emergency contact number on tour departure day: 03-5796-5454 (7:00 - 9:00)
Languages English, Chinese, Korean, Japanese
Important If you need help canceling a booking that will incur a cancellation fee as of the following day, please be sure to call us instead of emailing.

Cancellations or changes via phone: Accepted until 22:00 (JST).
Cancellations or changes via email: Accepted until 20:00 (JST). Any requests for cancellation or reservation changes received after 20:00 will be considered received at 9:00 on the next business day. Any applicable cancellation fees will be applied accordingly.
Email inquiries outside of business hours: Email inquiries received after 20:00 will be processed from 9:00 on the next business day. We will endeavour to reply within 2 business days.

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