Web Reservation/Seat Availability Inquiry

For Karuizawa Prince Hotel West

For Narita Airport / For Bus Terminal Tokyo Yaesu  
(Get on at Karuizawa Prince Hotel West)

Cash Purchase

Changes/Cancellations

Bus Stop No.8 at Terminal 3 of Narita Airport

Bus Stop No.16 at Terminal 2 of Narita Airport

Bus Stop No.11 at Terminal 1 of Narita Airport

Bus Stop No.13 at Bus Terminal Tokyo Yaesu

Karuizawa Prince Hotel West (In front of the entrance)

• Buses depart at the scheduled time.
• When boarding, please present your boarding ticket or QR boarding ticket.
• If you would like to store your luggage in the trunk room, please let us know.
• The seats are unreserved (passenger capacity is limited).
• All buses have restrooms, and free Wi-Fi is available.
• Smoking, including electronic cigarettes, is prohibited on board.
• Please set your mobile phone to silent mode and refrain from making calls.
• We ask for your cooperation in observing good manners while on board.

Regarding Boarding and Use

Q Can I use the service without reservation?

A If there are available seats on the day of travel, you can board without reservation.

Q Can I use this service even if I am not staying at the hotel where the bus departs?

A You can board as long as there are available seats, regardless of whether or not you are staying at the hotel.

Q When I arrive at the airport, which terminal should I get off at?

A The terminal depends on the airline and flight. Please check and confirm the terminal yourself before using our service.

Q What are the operating hours for ticket sales counters at the airport?

A
Terminal 1 South Wing: 6:30 a.m. to the last departure
Terminal 2 South Wing: 6:30 a.m. to the last departure
Terminal 3: 6:30 a.m. to the last departure

Q Do infants and toddlers need a child seat when taking the bus? Are child seats provided by the bus company?

A Child seats are not provided. When boarding, parents please hold infants and toddlers firmly on their laps in preparation for any unexpected occurrences.

Q Can I bring my pet?

A If you bring a pet on board, please put them in a small cage or carrier that does not allow any part of their body to protrude and hold them on your lap or under your feet. Please make sure that your pet does not occupy a seat, and there is no extra charge for bringing them on board. Please also be mindful of other customers and keep your pet quiet.

Q Can people with disabilities use the bus service?

A If you have one of the following documents or certificates, we offer a 50% discount on regular passenger fares when presented:

• Certificate of Physical Disability and your caregiver
  Certificate of Intellectual Disability and your caregiver
  Residents receiving care or protection from facilities provided for under the Child Welfare Law and their caregiver
• If you have a "Certificate of Physical Disability" or "Certificate of Intellectual Disability," you can also present it using the smartphone app "Mirailo ID" to receive the discount.
• Please note that the discount cannot be used in combination with other discounts, and we will only apply it to caregivers if deemed necessary by our company.
• Since our buses are not low-floor (non-step buses), passengers in wheelchairs cannot ride in their wheelchairs.

Reservations (changes/cancellations)

Q I would like to book a bus to the airport. How much time should I allow before my flight?

A As a general guideline, we recommend using a bus that arrives at the airport one hour before your domestic flight and two hours before your international flight.
However, unexpected road conditions or other factors may cause the bus to take longer than expected. For check-in deadlines for your flight, please contact the airline's counter.

Q Can I change to an earlier bus than the one I reserved on the same day? Also, if I can't board the reserved bus, will the reservation be automatically transferred to the next one?

A It is possible to change if there are available seats, but it will not be automatically transferred. Also, reservations that have passed their scheduled time will be invalid.

Q I made a prepaid reservation on the reservation site, where should I go on the day?

A Please come directly to the bus stop. When boarding, please present the QR boarding pass issued at the time of your reservation to the attendant.

Q If the flight is delayed and there is a possibility that I may not be able to board the bus I purchased on the reservation site, what should I do?

A If you purchased it on the reservation site, please log in to the site and change or cancel the bus departure time up to 5 minutes before departure. Please note that we do not accept changes or cancellations by phone. Regarding changes to your reserved time, you can change it up to 10 times for free per reservation. Regarding cancellations of your purchased boarding pass, we will charge a refund fee of 110 yen per person, except for cases of our company's operational reasons. Also, please note that if you do not cancel 5 minutes before departure time, you will not be refunded.

Q I want to change or cancel a reservation that I have already purchased on the web.

A Boarding passes purchased on the web can only be changed or canceled by the customer's own operation. Please proceed with the procedure from the URL attached to the email that was sent to you. Please note that all operations will be unavailable after 5 minutes before departure time, and refunds cannot be accepted under any circumstances, except for cases of our company's operational reasons.

Q What happens if the bus I purchased on the reservation site is canceled?

A In the event of a cancellation due to our company's operational reasons, we will refund you without any handling fee. The system will automatically refund the purchased customers. Please note that if you cancel it yourself, a handling fee will be charged.

Regarding web reservations

Q Is it okay if the registered member and the person who rides are different?

A There is no problem as long as you provide the QR code and the name of the registered member.

Q My email address is being rejected, what should I do?

A As part of our security measures, the following email addresses are not considered valid in our registration process:

• Those that include characters other than alphanumeric characters, "@", "-", ".", and "_".
• Those that have two or more consecutive "@", "-", ".", or "" characters (e.g. "--", "....@").
• Those that use domains that cannot be identified by the sender, such as hotmail.

If your email address meets any of the above criteria, please use another email address. Also, please enter your email address directly from the keyboard using half-width alphanumeric characters. (Do not use the "copy" and "paste" functions.)

Q I haven't received a completion email for the provisional registration.

A Once you complete the registration, you will be directed to the "Provisional registration completed" screen, and the completion email will be sent immediately. However, if you have not received it, the following reasons may be considered:

• Your email address was incorrect, so please try registering again. Note that the data you entered last time will be automatically deleted two weeks after the provisional registration completion date.
• Your computer or server's virus protection software may be blocking our domain (limousinebus.co.jp) as spam mail. Please check your settings to allow our email to be received, and register again. Note that the data you entered last time will be automatically deleted two weeks after the provisional registration completion date.
• Your cell phone may have a setting that blocks the domain from receiving emails. Please check your settings and make the necessary changes to receive our email, and register again. Note that the data you entered last time will be automatically deleted two weeks after the provisional registration completion date.

Q I received the provisional registration email but I can't complete the final registration.

A If two weeks have passed since the provisional registration was completed and you have not completed the final registration process (details are provided in the "Provisional Registration Completed" email), the data you entered will be automatically deleted, and you will need to register again. Please note that you need to enter a valid email address, and select the email type that corresponds to the device you will be using (PC, smartphone, or cell phone) when you complete the registration process.

Q I cannot log in.

A Please check that you have entered the correct username and password, including any capitalization and lowercase letters. Be careful to distinguish between similar characters such as the number "1" and the lowercase letter "l", the number "0" and the lowercase letter "o", lowercase "b" and "h", "i" and "j", and so on. Also, please enter your user ID and password directly using half-width alphanumeric characters on the keyboard (do not use the "copy" → "paste" function). If you cannot log in due to a forgotten password, please use the password reissue process from the blue part of the login screen to issue a new password. (This password can be changed on the "Information Update / Withdrawal" screen after logging in.)

Q I cannot make a reservation.

A The period for making a reservation starts one month before the date of your departure, counting back from the same date of the month (or the following day if there is no corresponding date). Reservations can be made by phone until the day before, or through the Limousine Bus Reservation Web until 5 minutes before departure. Please note that depending on the section you wish to use, reservations may be handled by a joint operating company or another website.

Q If I make a reservation on the web, how can I change or cancel it?

A You can change or cancel your reservation on the web by yourself. Please note that changes or cancellations cannot be made by phone. If you have paid by web payment, please change or cancel your reservation by yourself up to 5 minutes before departure. There is a refund fee of 110 yen for cancellations, except for cases where the service is canceled due to our company's circumstances. Please note that refunds cannot be made after 5 minutes past the departure time for any reason.

Q When I changed a reservation that was paid by web payment, the amount was duplicated in my credit card usage report. Was there a double payment?

A If you make changes after payment, our system processes them in the following order: "①Pay for the new ticket after changing the reservation" → "②Delete the old reservation." The credit card usage report may show temporary duplicate payments due to this operation. However, there will be no duplicate charges (double payment) for the same payment. Please note that there may be cases where you are temporarily charged depending on the settlement method of your credit card. For details, please contact your credit card company.

About fares and tickets

Q From what age is a child fare required? Also, I want to have my infant sit on a seat, is a fare necessary?

A The child fare is for elementary school students (6 years and older but under 12 years old. However, even if they are 12 years old, elementary school students are subject to child fares). The fare is half the adult fare (rounding fractions less than 10 yen up to the nearest 10 yen). Children under 6 years old (preschoolers) who do not use a seat are free of charge, but if they use a seat, the child fare will be charged in principle.

Q How do I pay the fare if I want to ride without a reservation and payment in advance?

A Please prepare cash and pay directly to the driver. Please note that payment cannot be made with transportation IC cards, credit cards, or electronic money.

Q How can I receive a receipt?

A Receipts can only be issued when you purchase a ticket or when the driver/attendant receives the fare. If you purchase a ticket on the web, you can issue a receipt on the same site.

About baggage (number, regulations)

Q Is there a limit on the amount of baggage that can be checked on the bus?

A We will generally accept up to 2 pieces of baggage per person.

Q Can I check in a bicycle as baggage?

A We will accept the following conditions:

• It can be folded or disassembled
• It can fit in a dedicated bag or box
• It is within our prescribed standards when packed in a dedicated bag or box (size: up to 50cm tall, 60cm wide, 120cm long, and 30kg in weight)
• Agree to the exemption from liability for damage or malfunction due to shaking during transportation

However, depending on the conditions on the day, we may not be able to accept baggage, so we cannot promise baggage transportation in advance. Please note this in advance.

Q Can I check in my ski or surfboard?

A Due to the structure of the vehicle, items over 2 meters cannot be loaded in the luggage compartment or brought into the vehicle. Therefore, please use a courier service or another means of transportation. For items under 2 meters, depending on the conditions on the day, we may not be able to accept baggage, so we cannot promise baggage transportation in advance. Please note this in advance.

Q If I forget something, where should I inquire?

A Please contact the Goryo Bus Narita Office at TEL: 0479-74-8768.

About travel time and delays

Q Will the bus arrive on time as stated on the website?

A The arrival time may be delayed due to traffic congestion, traffic restrictions, etc.

About the drop off point location

Q Where will I arrive at Narita Airport?

A Terminal 3 (1F)...Bus stop connecting with the terminal;
Terminal 2 (3F Departure floor)...Bus stop number 7, 8, 9, or 10;
Terminal 1 (3F Departure floor)... Bus stop number 10, 11, or 12.

Q Where will I arrive at Bus Terminal Tokyo Yaesu?

A Arrive at the underground boarding entrance (2F underground), either number 15 or 16.

Q Where will I arrive at Karuizawa Prince Hotel West?

A Arrive at the bus stop in front of the lobby entrance.

Q Where will I arrive at Karuizawa Prince Hotel Ski Resort?

A Arrive at the bus stop in front of Snow House (delivery/luggage storage).

About Bus Terminal Tokyo Yaesu

Q Please tell me how to get to the bus terminal from Tokyo Station.

A Please refer to this link.

Goryo Bus Narita Office