A real number, answered by someone who knows the client's itinerary — included as standard on every booking we handle, not sold as a premium add-on.
What's Included
A number that connects to a person familiar with the client's booking file, not a queue, a script, or an answering service.
Missed transfers, cancelled trains, and itinerary changes handled on the ground, in real time, by someone who can actually make a call.
Typhoon, earthquake, and severe weather situations are common enough in Japan that we have a standing approach to keeping clients informed and moving safely.
Where a situation involves medical care, we help coordinate the practical, local response and connect the client with their insurer — the cover itself sits with the policy.
Who This Is For
Every client we book, from a single FIT traveller to a large MICE group — this isn't a premium tier, it's the standard we hold every booking to. It matters most to advisors whose clients are travelling somewhere genuinely unfamiliar for the first time, or to group organisers responsible for a large party's safety and schedule.
How We Deliver This
Every booking file includes the client's itinerary, contacts, and key details on our operations side, so whoever answers the line already has context rather than starting from zero. For groups, we agree an escalation contact with the organiser in advance so there's a clear first point of contact if something goes wrong.
How It Works
Every itinerary we confirm comes with a support contact and emergency line as standard — no separate sign-up or add-on step.
For group and MICE bookings, we confirm a clear escalation contact with the organiser before travel begins.
Emergency contact details are included in the client pack alongside the rest of the travel documentation.
If a client calls, our team works from the actual booking file to resolve the situation, not a generic script.
Once resolved, we follow up with both the client and the booking agent so everyone has visibility on what happened and what changed.
What This Covers
A missed Shinkansen, a delayed flight, or a no-show driver — handled by rebooking or rerouting in real time rather than leaving the client to sort it out alone.
Typhoons, earthquakes and severe weather can disrupt travel plans with little notice — we keep affected clients informed and help adjust the itinerary where needed.
Coordinating the practical local response — pointing to appropriate care, communicating with hotel or venue staff — while the client's own insurance handles the cost and cover.
Lost passports, tickets or booking confirmations — practical, on-ground help navigating the local process to resolve it.
Who Relies On This
Confidence to sell an unfamiliar destination knowing there's real support behind the booking if something goes wrong.
A clear escalation path for a large group, reducing the operational burden on the organiser during travel.
Consistent ground support across every departure, protecting the operator's reputation when disruptions happen.
A documented support structure to point to when explaining duty-of-care coverage for staff travelling in Japan.
Commercials
Standard 24/7 on-ground support is included with every itinerary we confirm — there's no separate net rate or line item for it. Where a client's situation genuinely needs a dedicated on-call resource, such as a large multi-week corporate programme, that can be scoped and quoted as its own arrangement, but it's the exception rather than the norm.
This service coordinates the practical, on-ground response to disruption. It is not travel insurance and does not cover medical costs, cancellation costs, or evacuation — those sit with the client's insurance policy, which we can help arrange through our Travel Insurance Coordination service.
Trade Terms
The agreed first point of contact for a group organiser or agent if a situation on the ground needs to be escalated quickly.
The internal record of a client's itinerary, contacts and key details that lets our team respond with full context, not from a blank slate.
An organisation's responsibility for the safety and wellbeing of staff or clients while travelling — a common reason corporate travel managers ask about this service.
The rate we quote you with no commission folded in. What you charge on top is up to you — your client never sees our number.
FAQ
It's included as standard on every booking we handle — there's no separate line item or add-on fee for basic on-ground support.
A member of our operations team with visibility into the client's actual itinerary and booking file, not a generic call centre reading from a script.
Missed transfers and connections, natural events such as typhoons or earthquakes disrupting travel plans, medical situations requiring local coordination, lost documents, and any other on-the-ground disruption to the booked itinerary.
No — medical costs and evacuation are the domain of the client's travel insurance policy. We coordinate the practical, on-ground response and help connect the client with their insurer, but we are not the insurer.
Yes — every booking we handle, from a single FIT traveller to a large MICE group, carries the same 24/7 support as standard.
Work With Us
Tell us what you need and we will respond within 24 hours.