I have a complaint / Our complaint process

If anything has gone wrong with your booking, please accept our sincerest apologies and rest assured that we will do our best to resolve the issue. We always strive to provide excellent service, however from time to time customers are not happy and we would prefer to hear it directly from you in order to be able to address the issue as soon as possible and prevent it from happening again.

If you are unhappy with any of our services, please do the following and we will give it our full attention.

• Complete our online form within the contact area to let us know exactly what happened. Give us as much information as you can, including your order number, so we can conduct our investigation properly.
• We will work with you to resolve the matter as quickly as we can, there should normally be an update within 72 working hours but depending on the case the investigation could take slightly longer.
• We will let you know what has been done to deal with the issue, and the actions we intend to take to resolve the matter to your satisfaction.

We understand that immediate resolution is desirable, however in some cases due to the time difference with Japan we may need additional time to complete our investigation process, and we thank you in advance for your patience and understanding.