Frequently Asked Questions
1. Where do I get on the bus?
2. How much luggage can I take on the bus?
3. How much time do I need to make the connection to the Nagano Snow Shuttle?
4. What happens if my flight is delayed?
5. Arrival is in the early hours of the morning. How do I get to my accommodation?
6. Are all Services direct?
7. How do I pay?
8. I want to have a few days in Tokyo on my return. Do I have to go all the way back to the Airport?
9. Can I change my dates?
10. What ages are children and infants?
11. Can I buy a ticket at the airport or bus stop before boarding?
12. Can I book the service and pay cash when I board?
13. How can I check seat availability?
14. If the bus is full, do you have a waiting list?
15. Is this a toilet on the bus?
16. Do you have WiFi on board?
17. Can you pick up passengers from accommodation?
18. If I stay in an Airbnb accommodation, what kind of information do you need to drop me off?
19. Can I be dropped off at Nagano Station?
20. If I have 3 pieces of luggage, do I need to pay for the extra luggage?
21. I book the ticket through a travel agent, can I change my dates or cancel the booking with you directly?
22. What is the latest time I can check in for a Nagano Snow Shuttle Bus?
23. My flight departs from Terminal 1/3 of Narita Airport. Can you drop me off there?
24. I left my iphone (passport, walllet etc) on the bus. What should I do?
25. How many times can I change my reservation?
26. I missed the bus. Can I claim a credit on a susequent shuttle?
27. What is your cancellation policy?
28. I'm staying in Shibu Onsen / Yudanaka. Can I use the Nagano Snow Shuttle?
29. I am travelling on the 20:30 service to a ski resort. Can I get dropped off at a bus stop?
30. I'm staying in Central Tokyo on the night before travelling. Do you have a pick up location in Central Tokyo?
31. I am unable to print out the confirmation email. Is it OK to show it on my smartphone?
32.I have not received a confirmation email. What should I do?
33. I have cancelled my reservation. How long will it take to receive a refund?
1. Where do I get on the bus?
Please check out the bus route information page for full details.

2. How much luggage can I take on the bus?
All passengers may take 1 ski or board bag + 1 suitcase on each shuttle. Japanese buses are not designed to take large amounts of luggage, and while we try to avoid it, sometime luggage may be stored inside the bus.

3. How much time do I need to make the connection to the Nagano Snow Shuttle?
If your flight arrives at terminal 2, then you need to allow 1 hour from the arrival time of your flight to connect to the Nagano Snow Shuttle. If arriving at terminal 1 or 3 then you need to allow time (30 minutes) to transfer to terminal 2, so a total time of 90 minutes is required to connect.
If you are travelling to the airport then you need to arrive at least 2 hours before your international flight, or 45 minutes before your domestic flight.

4.What happens if my flight is delayed?
Where possible, we try to wait for delayed flights. While we do try to wait for everyone, there may be occasions that we are unable to. It is a case by case situation, and we ask for everyone's understanding. If your flight is delayed we may be able to get you on a later shuttle, however this is on a standby basis only, with fare paying passengers having priority.

5. Arrival is in the early hours of the morning. How do I get to my accommodation?
Arriving at ski resorts in the middle of the night, when it can be -20c outside can be dangerous. In most resorts there is no taxi service after 1AM, and only limited services before then. For this reason we make sure you get dropped off as close to your accommodation as humanly possible.

6. Are all Services direct?
While we try to operate the services as directly as possible, passengers may have to change vehicles once at our Nagano Hub during their journey. Where transfers are required, vehicles will be on stand by and transfer made with minimum delays.

7. How do I pay?
Payment is made at time of booking. Payment can be made by Visa, Amex or MasterCard.

8. I want to have a few days in Tokyo on my return. Do I have to go all the way back to the Airport?
Passengers have the option of disembarking in Central Tokyo on the return trip. The drop off point is near the West Exit of JR Shinjuku Station

9. Can I change my dates?
Changes can be made free of charge up until 8 days before travel (subject to availability).
A processing charge of 2,000yen per person is required to change reservations 3-7 days prior to travel (subject to availability).
Reservations are considered final and cannot be changed 2 days or less before travel

10. What ages are children and infants?
A child is any passenger 12 years of age or younger whom requires a seat. An infant is any passenger 3 years of age or younger who does not require a seat. There must be at least one adult per child / infant.

11. Can I buy a ticket at the airport or bus stop before boarding?
In general, the Nagano Snow Shuttle is an advance reservation only service. However at times we may have standy by seating available on the date of travel. Please ask our counter staff or drivers for availabilty information.

12. Can I book the service and pay cash when I board?
We are sorry but payment is required at time of booking.

13.How can I check seat availability?
Availability information is shown in real time on this website by going to the reservation pages.

14. If the bus is full, do you have a waiting list?
We are sorry but there is no waiting list.

15. Is this a toilet on the bus?
Our buses do not have toilets on board. We do make comfort stops every 90-120 minutes, and can make extra stops in emergencies

16. Do you have Wifi in the bus?
We are sorry but there is no WiFi on board our buses at this stage.

17. Can you pick up passengers from accommodation?
We only offer a pick up service from Shiga Kogen as there is no central bus terminal there. In all other cases, passengers must make their own way to our bus stops.

18. If I stay in an Airbnb accommodation, what kind of information do you need to drop me off?
If possible, please give us the name of the accommodation if it has one. If not please let us know the owners details so we can contact them to arrange drop off.

19. Can I be dropped off at Nagano Station?
Our base in Nagano is near Nagano Interchange on the Joshinetsu Expressway. We can arrange a taxi from there to Nagano Station, but we are unable to drop you off at Nagano Station.

20. If I have 3 pieces of luggage, do I need to pay for the extra luggage?
As snow sports travelers have a lot of luggage we allow up to 2 pieces per person. We will carry extra luggage on a space availabilty basis, but cannot guarantee it.

21. I book the ticket through a travel agent, can I change my dates or cancel the booking with you directly?
We are sorry but all changes and cancellations for reservation made through travel agencies must be processed through the agent.

22. What is the latest time I can check in for a Nagano Snow Shuttle Bus?
All passengers must be checked in at least 10 minutes before departure. Failure to do so may result in cancellation of reservation.

23. My flight departs from Terminal 1/3 of Narita Airport. Can you drop me off there?
We are sorry but we can only drop off at terminal 2 as this is the only terminal with a desinated tour bus drop off point.

24. I left my iphone (passport, walllet etc) on the bus. What should I do?
All vehicles are checked throughly at the end of each service. Please call our office on +81-261-75-5360 to see if it has been handed in, and to discuss how to get it back to you.

25. How many times can I change my booking?
Subject to seat availabilty, you can change your booking as often as you like. Please note that there is a fee to change bookings less then 7 days prior to transfer, and if the booking is cancelled, then the date of the orginal boking is used to calculate the cancellation fee.

26. I missed the bus. Can I claim a credit on a susequent shuttle?
If you have missed a shuttle then you may travel on a standby basis on the next available shuttle. Please note that fare paying passengers have priority and the only way to guarantee a seat is to purchase a new reservation.

27. What is your cancellation policy?
We understand that plans change and may require a cancellation.
If you cancel more than 45 days before travel we will refund 90% of the fare (we need this 10% to cover creidt card fees etc).
Cancellation 21-45 days before travel will be refunded 80%.
Cancellations made 8-20 days before transfer will be refunded 50% of the total fare.
We are sorry but there are no refunds for transfers cancelled 7 days or less before transfer.
Note that cancellations received after 5PM Japan Standard Time are deeemd to be received the following day.

28. I'm staying in Shibu Onsen / Yudanaka. Can I use the Nagano Snow Shuttle?
Yes you can. Please book the transfer to Shiga Kogen and enter your accommodation name.

29. I am travelling on the 20:30 service to a ski resort. Can I get dropped off at a bus stop?
In general, we will only drop off at accommodation late at night as bus stops do not have indoor warm areas to wait. If you are arranging for a friend or accommodation to pick you up then please let us know and we will try to work with them to ensure your safe arrival.

30. I'm staying in Central Tokyo on the night before travelling. Do you have a pick up location in Central Tokyo?
If staying in central Tokyo, then please catch a train or bus to Haneda Airport. We are unable to pick up from Central Tokyo.

31. I am unable to print out the confirmation email. Is it OK to show it on my smartphone?
You do not need to print out the confirmation. As long as you have a copy on your smartphone or tablet, then you will be able to board the bus.

32.I have not received a confirmation email. What should I do?
As soon as you make a reservation, you will be sent an automated email confirming receipt of your reservation request. Confirmation will be sent once the payment has been processed. If you have not received an email within 24 hours please check your spam folder, then contact us via our Contact Page.

33. I have cancelled my reservation. How long will it take to receive a refund?
Due to the Japanese banking system, all refunds to credit cards must be sent to Tokyo by mail for processing. It can take up to 21 days for the refund to appear on your statement.
Hakuba Nozawa Onsen Shiga Kogen Myoko Kogen

















Tokyo Narita Airport Haneda Airport