Frequently Asked Questions
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Reservations
Our booking engine has real time availability information. Click Reservations on the menu above.
All reservations are made online through our secure server.
After making the reservation, payment must be made within 60 minutes
At this stage we only process one way reservations. To book a round trip reservation please make 2 reservations.
Once the reservation is completed you will receive an email with payment details.
Payment must be made within 60 minutes of booking or you risk losing your reservation.
No. All payment is required in advance.
Check In & Boarding
As long as you have a copy on your smartphone or tablet, then you will be able to board to bus.
We aim to have all buses depart on time.
Please be at the bus stop at least 15 minutes before departure
Connection Times
Flight Arrivals at Narita Airport
Please allow a minimum of 60 minutes if arriving at terminal 2, or 85 minutes if arriving at terminal 1 or 3.
Flight Arrivals at Haneda Airport
Please allow a minimum of 60 minutes if arriving at the Terminal 3, or 75 minutes if arriving at terminal 1 or 2.
Train Arrivals at JR Nagano Station
Please allow a minimum of 20 minutes.
International Flight Departures (all airports)
Please allow 150 minutes between bus arrival and flight departure.
Domestic Flight Departures
Please allow 75 minutes between bus arrival and flight departure.
Train Departure from JR Nagano Station
Please allow 20 minutes between bus arrival and train departure for passengers who do not need to purchase train tickets.
*Please note that connection times are for reference only. If purchasing train tickets on site then more time may be required.
Changing Reservations
If it is more than 7 days in advance, please change your reservation via your travel agent. If it is less than 7 days but more than 3 days then please contact us directly. Note that a change fee of 2,000yen per seat will be charged for all changes made less than 7 days in advance.
Please let us know the following information for the change.
- Your reservation number
- New travel date and preferred departure time
Bookings cannot be changed 3 days before departure.
Change fee is as follows:
- Change 8 days or more before travel – free of charge
- Change 4 – 7 days before travel – 2,000yen per seat
- Change 3 days or less before travel – Not able to change
- Please note that there is no refund on fare difference.
- And if the booking is cancelled, then the date of the original booking is used to calculate the cancellation fee.
- Note that cancellations received after 23:59 Japan Standard Time are deemed to be received the following day.
Cancelling Reservations
Cancellation fees for basic package (Shuttle Reservation only)
46 days or more before date of travel: 10% of total fare
21 – 45 days before date of travel: 20% of total fare
8 – 20 days before date of travel: 50% of total fare
7 days or less before date of travel: 100% of total fare
Cancellation fees for other packages (Lift Pass Package, Airport Accommodation Package, Private Charter Reservations etc)
Cancellation more than 45 days before check in/travel: Loss of deposit (25% of total)
Cancellation 45 days or less before check in/travel: 100% (no refund)
Note that cancellations received after 16:00 Japan Standard Time are deemed to be received the following day.
Log in and check your reservations.
There is a button at the bottom of the details section that you can use to cancel the reservation.
Flight Delays
While we make all effort to wait for delayed flights in many cases it is not possible.
We only have our slots at the airport for limited times.
We also factor in the consideration of the other people on the bus and any inconvenience it will cause them if the bus departure is delayed.
All decisions on waiting for delayed flights are solely at the discretion of JHN travel.
You have 2 options:
- You can travel on the next available bus on a standby basis free of charge. If you choose this option you risk not getting a seat if the bus fills up.
- You can purchase a new seat and we will give you a letter for your insurance claim. We strongly suggest you to buy a travel insurance with sufficient protection.
Note. Fare paying passengers have priority over standby passengers. The only way to 100% guarantee a seat is to purchase one.
We are sorry but we do not refund fares for reasons outside of our control. If your flight is delayed and you miss your bus, please seek compensation from the airline that caused the delay or claim on your travel insurance. We will provide documentation on request.
