Need Help? Let's Sort It Out.

Whether you have a question before booking, need help managing an existing reservation, or just want to know which ticket suits your day — our support team is here for you. We handle every question placed through our website, with no runaround and no bouncing between departments.

• Booking confirmation: If you have not received your confirmation email, check your spam folder first, then contact us and we will resend it right away.
• Date changes: Want to move your booking to a different day? Email us with your reference and the entry time you would like.
• Group bookings: For groups of 20 or more, and for private charters, contact us directly so we can arrange the best departure.
• Accessibility: Main decks are accessible. Tell us about mobility devices or dietary needs in advance and we will pass it to the crew.

You can also send us a message any time.

Refund Protection: full refund if you cancel 24 hours before departure. Without it, reschedule up to 72 hours ahead — no refunds.

If a entry time is cancelled by the operator for weather or safety reasons, you are offered a rebooking or a full refund of the ticket price.

What should I wear?

Casual, comfortable clothing. Even in summer the breeze on the St. Lawrence is cooler than in town, so a light layer is a good idea. Closed-toe shoes are best for the boarding ramp.

Where do I park?

Do not drive. Shibuya Scramble Square sits directly on top of Shibuya Station and the streets around it are the wrong place to be in a car. The station is served by the JR Yamanote and Saikyo lines, the Ginza, Hanzomon and Fukutoshin subways, and the Keio Inokashira and Tokyu lines — and the building connects to the concourse, so you never go outside.

Are the tickets suitable for children and older visitors?

Yes. Main decks are fully accessible, and the vessels have indoor seating and washrooms. Strollers and mobility devices can be accommodated — let us know in advance so we can flag it for the crew.

Do I need a passport?

Not for the visit itself. You will need whatever documents your entry to Japan requires, but there is no border and no identity check at the gate — just your ticket.

What happens if my ticket is cancelled due to weather?

Sailings can be cancelled for safety in severe weather. If that happens, you are offered a rebooking on another departure or a full refund of the ticket price.

Questions about entry times, accessibility, group rates for 20 or more, or a private charter? Send the details and we will come back to you with options.