Where do I check In?
All Passengers must check in at out counter in Terminal 2. See Map

What time is the counter open?
The Counter is open from 1 hour before departure until 15 minutes before departure.

What is the latest time I can check in?
Check in closes 15 minutes before departure to allow our staff to assemble passengers, head to the bus stop and load luggage.

I need help, but the counter is closed. What should I do?
Please call our office on +81-261-75-5360. Our staff will be on duty during the season from 07:00- 24:00.

My flight was delayed. Will you wait for me?
We are sorry but we can not wait for delayed flights.

My flight was delayed and I missed my bus. What can I do?
You have 2 options:
1. 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.
2. You can purchase a new seat and we will give you a letter for your insurance claim.
Note. Fare paying passengers have priority over standby passengers. The only way to 100% guarantee a seat is to purchase one.

My flight was delayed and I missed my bus. Can I get a refund?
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 travel insurance. We will provide documentation on request.

Can you pick me up from Terminal 1 or 3?
We are sorry but we do not have access to a bus stop at these terminals. All passengers must come to terminal 2. For information on transfering between terminals see the Narita Airport Website.

What is the check in procedure?
When you come to our counter, our staff will check you in and give you a boarding pass. They will also give you stickers for attach to the handles of your luggage (note. Only luggage with stickers will be loaded onto the bus). Our staff will also inform you of the location and time of our assembly point. In order to keep services running on time, it is essential that all passengers are at the assembly point at the correct time, and have destination stickers attached to their luggage. Our staff will the lead all passengers to the departure bus stop and supervise the loading of luggage.

Where do I check In?
All passengers must meet our guide at the International Terminal. For meeting point location see Map

What time are staff on duty.
Our staff will be at the meeting point 1 hour prior to bus departing.

What is the latest time I can check in?
Check in closes 15 minutes before departure to allow our staff to assemble passengers, head to the bus stop and load luggage.

I need help, but the there is no staff at the meeting point. What should I do?
Please call our office on +81-261-75-5360. Our staff will be on duty during the season from 07:00- 24:00.

My flight was delayed. Will you wait for me?
We are sorry but we can not wait for delayed flights.

My flight was delayed and I missed my bus. What can I do?
You have 2 options:
1. 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.
2. You can purchase a new seat and we will give you a letter for your insurance claim.
Note.
a.Fare paying passengers have priority over standby passengers. The only way to 100% guarantee a seat is to purchase one.
b.In almost all cases the next available bus will be leaving from Narita Airport. While our staff will assist with information, passengers are responsible for the transfer from Haneda Airport to Narita Airport (times, fares etc)

Can you pick me up from Terminal 1 or 2?
We are sorry but we do not have access to a bus stop at these terminals. All passengers must come to the International Terminal. For information on transfering between terminals see the Narita Airport Website.

What is the check in procedure?
When you come to our meeting point, our staff will check you in and give you a boarding pass. They will also give you stickers for attach to the handles of your luggage (note. Only luggage with stickers will be loaded onto the bus). In order to keep services running on time, it is essential that all passengers are at the assembly point at the correct time, and have destination stickers attached to their luggage. Our staff will the lead all passengers to the departure bus stop and supervise the loading of luggage.

Where do buses depart from?
All buses depart from our new Hakuba Base Camp Facility in Echoland. From 2017-18 we will not be using Happo Bus Terminal, or Kamishiro Station.


What time does check in open?
Check In opens 45 minutes before departure.

Where do I board the bus in Nozawa Onsen
All buses depart from Nozawa Onsen Chuo Terminal.


What is the check in process?
Buses will arrive at Chuo Terminal about 20 minutes before departure. The driver or a Nagano Snow Shuttle agent will handle check in procedures.
Please note that there is only a small waiting room at Chuo Terminal and it is often full. Please dress warmly and do not come to the terminal too early. Please try to arrive at Chuo terminal about 15 minutes before departure.

Where do I board the bus in Myoko Kogen / Madarao Kogen?

Madarao Kogen buses all depart from the Madaraok Kogen Hotel. Passengers may wait in the lobby of the Madarao Kogen Hotel (please leave luggage at the entrance).
Myoko Kogen buses depart from Akakura Bus Stop. Please note that there is no waiting room at Akakura, so passengers shold not arrive there too early, and also shoulde dress warmly.

Where so I board the bus in Shiga Kogen?
We will pick all passengers up from their accommodation if it is located in Okuishiga, Yakibitaiyama (Prince Hotels), Ichinose, Hasuike, Maruike, Sun Valley or Giant Ski areas, and also the Shibu Onsen and Yudanaka Onsen areas. Passengers staying in the Kumanoyu, Yokoteyama, or Kidoike areas may have to catch a shuttle bus to Hasuike Bus Terminal.
As Shiga Kogen is a large area, pick up times vary depending location. We will inform your accommodation of the pick up time on the day before transfer. Please be waiting in the lobby 10 minutes before your scheduled pick up time.
It is very important that the name of the person booking the bus bus is the same person as has booked the accommodation.

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.

Where do you drop off in Tokyo?
We drop off near the West Exit of JR Shinjuku Station.

Can you drop me off at my hotel?
We are sorry but we are unable to drop off at hotels in Tokyo.

How do I get you my hotel?
JR Shinjuku Station has connections via train or subway to many parts of Tokyo. There are also many hotels within walking distance.
If planing to take a taxi, please note that taxis are not equipped to carry skis and snowboards, and will not stop for you. If travelling with ski gear it is often better to courier it to the airport and pick it up just before you check in for your flight.

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.

How can I make a Reservation?
All reservation are made online through our secure server.

How do I pay the fare?
Payment is made by credit card at time of booking.

How can I check availability?
The booking engine has real time availability information.

Can I travel without making a reservation?
In general, reservations are required for all bookings. However, if we have seats available then you may purchase a seat just prior to boarding the bus.

Can I book, and then pay when I board the bus?
We are sorry but all fares need to be paid at the time of booking.

The bus I want is full, is there a waiting list?
We are sorry but there is no waiting list.

What are the ages for Children and Infants? A child is any passenger under the age of 13 that occupies a seat.
An Infant is any passenger under the age of 4 that does not occupy a seat.
Please note that there must be at least 1 adult per child or infant.
Can I request a car seat for my infant?
We are sorry but we do not supply car seats for infants.

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.

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.

What happens if my flight is delayed and miss the bus?
You have 2 options:
1. You may travel free of charge on a later bus on a standby basis. You will not be guaranteed a seat until right before departure. Fare paying passengers have priority over standby passengers.
2. You can purchase a new seat and we will provide you with a letter for your insurance company.

My flight has been delayed and I have missed the bus. Can I get a refund?
We are sorry but there are no refunds for missed connections. For compensation, please contact the airline that caused your delay.

How much time do I need to connect to the Nagano Snow Shuttle?
1. Arrival in Japan (Narita Airport)
Please allow a minimum of 60 minutes if arriving at terminal 2, or 75 minutes if arriving at terminal 1 or 3
2. Arrival in Japan (Haneda Airport)
Please allow a minimum of 60 minutes if arriving at the International Terminal, or 75 minutes if arriving at Terminal 1 or 2. 3. Internations Departure from Japan (all airports)
Please allow 150 minutes between scheduled bus arrival and your flight departure
4. Domestic Departures (all airports)
Please allow 75 minutes between scheduled bus arrival and your flight departure
*Please note that these times are for guidance only. If bringing in declarable items (customs) then more time may be required.

Can you drop me off at my accommodation?
Daytime (prior to 7PM) Drop Off at accommodation.
Shiga Kogen - All passengers will be dropped off at their accommodation.
Hakuba - All passengers will arrive at Hakuba Base Camp. When booking there is an option to be dropped off at your accommodation.
Nozawa Onsen, Mykoko Kogen, Madarao Kogen - There is no drop off available at these location for buses scheduled to arrive before 7PM. We will call your accommodation prior to your arrival to let them know the ETA.

Nighttime (after 7pm) Drop off at accommodation
All Destinations - All passengers will be dropped off as close to their accommodation as possible.

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.

I've booked an AirBnB property. Can you drop me off there?
Please provide the contact information for the owner and we will try to contact them to find out location etc. We cannot guarantee drops offs if we do not have the correct information about the location of the property.

What are the cancellation fees?
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 credit 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 deemed to be received the following day.

I want to change my reservation. Can I do this?
Subject to seat availabilty, you can change your booking as often as you like. Please note that there is a fee of 2,000yen per person to change bookings less then 7 days prior to transfer, and if the booking is cancelled, then the date of the orginal booking is used to calculate the cancellation fee.

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.

I booked through a travel agent. Can I change my booking directly with you?
If it is more than 7 days in advance, please change your reservation via your travel agent. If it is less than 7 days then please contact us directly. Note that a change fee of 2,000yen per person is charged for all changes made less than 7 days in advance.

Is there a toilet on the bus?
Our buses do not have toilets. We do make comfort stops every 90-120 minutes.

Is there WiFi on board the buses?
At this stage we do not have Wifi on board.

How much luggage may I take on the bus?
Passengers are allowed 1 ski / snowboard bag, and 1 suitcase.

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.

I left something on the bus. How can I see if it has been found?
All vehicles are checked thoroughly at the end of each shift. If you have loss something please call our office on +81-261-75-5360.