Frequently Asked Questions

Q　How can I book a service?

A　Please click the kind of service you need from the Services page of our website and fill out the request form. We will respond to you within 24 hours.

Q　Where can I find the price list?

A　Prices of services are available on the Services page of our website. Please do not hesitate to contact us if the service you are interested in is not on the list.

Q　What are the payment methods?

A　You can pay via credit card or PayPal.

Q　Can you help me exchange the Japan Rail Pass voucher, and make train reservations at the airport?

A　Yes. We can help you exchange the voucher for the actual JR Pass, and make reservations at the same time. However, please note that making reservations at the airport is not allowed by the JR Travel Service Center during peak season.

Q　Can you help me rent a pocket wi-fi or buy a SIM card at the airport?

A　Yes. There are many pocket wi-fi rental shops in the airport terminal. If you intend to buy a SIM card for your phone, you will need an unlocked handset with at least 3G (CDMA) network compatibility. Please let us know in advance by writing in the Remarks column the brand, exact model and version of your phone to ensure smooth rental processing.

Q　Can you help me exchange currencies at the airport?

A　Yes. We can help you exchange currencies at the airport. Please write this request in the Remarks column upon booking.

Q　How do I find the JMAG attendant at the airport?

A　After passing the customs area, please proceed to the meeting point at the arrivals lobby. Your JMAG attendant will be holding a signboard with your name or the name of your group’s representative.

Q　I did not find the JMAG attendant at the airport, what do I do?

A　Should this very rare event occur, please call our 24/7 customer service number for advice.

Please note that failure to arrive on the designated date and time at the meeting point will incur a 100% cancelation fee. Please double-check the meeting point sent to you upon booking.

Q　What is the service booking deadline?

A　Booking seven (7) business days before your arrival is ideal. However, due to the high demand for service requests, we recommend booking your preferred services as early as possible.

Q　When is the cancellation deadline?

A　Cancellations are accepted three (3) days before the arrival date. The cancellation fee will be charged as below.

  • -          Three (3) days before arrival: 100% refundable
  • -          Two (2) days before arrival: 50% refundable
  • -          One (1) day before arrival: non-refundable

Please check our Cancellation Policy for more details.

Q　What if there is a change in the request details?

A　Please let us know through the Contact Us page or our website not later than three (3) business days before the arrival date.

Q　Can JMAG buy tickets for our clients and invoice us the amount later? (For travel agents or DMC only)

A　Yes. We can buy fixed-amount tickets for trains and buses, but not for taxi fares. Please let us know in advance by writing in the Remarks column on the Contact Us page of our website.

Q　Are the services offered in languages other than English?

A　Our services and correspondence are available in English and Japanese. Please contact us for details and services in other languages.

Q　Can JMAG hand train tickets, vouchers, and itineraries to our clients on our behalf?
(For Business Partners only)

A　Yes. We can hand tickets, vouchers, itineraries, etc. to your clients on your behalf. We will also explain how to use them if time permits. Please have them delivered to us three days before the arrival date of your clients.

Q　Are your services available at locations other than those mentioned on the website?

A　Yes, please reach out to us for any particular requests you may have.