Great car service. We were in contact with our driver vis WhatsApp and they accommodated us when we our flight was an hour late. The vehicle was very comfortable making the long drive from the airport to our hotel very comfortable.
I am not someone who routinely writes negative reviews. In fact, I generally only take the time to leave a review when a service is either truly outstanding or so outrageously bad that other travelers deserve to be warned. Unfortunately, this experience falls firmly into the latter category. We arrived at Haneda Airport at approximately 11:15 PM after a short flight from South Korea. Having traveled extensively over the years, we routinely arrange private car services when arriving in a new city. We have never encountered the level of indifference, disorganization, and complete lack of customer care that we experienced with this company. The pickup instructions were inadequate and confusing. While I am willing to acknowledge that language differences may have contributed to some of the confusion, there is absolutely no excuse for the lack of communication and apparent disregard for customers who had paid for a service. We followed the instructions provided, waited at the designated location, called the company, and, when that failed to produce a response, sent messages through the app, as documented in the accompanying screenshots. Nothing. No meaningful assistance, no timely response, and certainly no effort to locate us or resolve the situation. Let that sink in: We were standing at an airport in a foreign country, late at night, after an exhausting 15-hour international flight to Korea followed by another two-hour flight to Japan, and the company we had paid to collect us simply failed to provide the service. Eventually, exhausted and with no confidence that anyone was coming, we gave up and took a taxi. Ironically, the taxi was considerably more efficient and less expensive than the private transportation service we had already paid for. I deliberately waited until returning to the United States to address this matter because I refused to allow such an unpleasant experience to overshadow our vacation. However, when I finally contacted the company, their response was almost as disappointing as the original experience. They sent me a screenshot of a message supposedly sent by the driver, a message we never received, along with a photograph of the van parked in a parking lot. Apparently, having a van somewhere in the vicinity was supposed to explain or excuse the fact that we were never picked up. And then, to make matters worse, they closed the conversation in the GetYourGuide app, preventing me from responding. I was also unable to leave a review through the platform. So, not only did we pay for a service we never received, but our opportunity to address the experience through the booking platform was effectively shut down. This is not a minor inconvenience. It is a failure to deliver a paid service, followed by an equally unacceptable failure in customer service. There is a fundamental difference between making an honest mistake and demonstrating absolutely no interest in resolving it. Things can go wrong. Flights arrive late, communication gets complicated, and misunderstandings happen. What distinguishes a professional company is how it handles those situations. This company demonstrated none of the accountability, initiative, or basic courtesy that customers should reasonably expect. We booked several tours and transportation services through GetYourGuide during our vacation, and we genuinely could not praise those other experiences enough. Unfortunately, this particular provider was the exception, and a rather spectacularly disappointing one. Travelers spend considerable time, money, and effort planning their vacations. When we pay for transportation, particularly after long international flights and late-night arrivals, we expect the service we purchased. We should not have to chase down a driver, repeatedly contact a company, arrange alternative transportation, and then fight to have our complaint heard. The attitude we were left with was essentially: We have your money, the service was not delivered, and now you have no recourse. That is an appalling way to conduct business. My recommendation to other travelers: Think twice before booking this company. There are plenty of transportation providers who understand that customer service does not end when they collect your payment. This company clearly needs to revisit that concept. An extremely disappointing experience, an unnecessary expense, and a level of customer service we will certainly never forget—for all the wrong reasons.
Great service! The driver contacted us the night before to confirm and arrived early the next morning. The van was clean, modern, and comfortable. We would definitely recommend!
Timely, courteous and helpful airport transport for our large group of 8. Driver arrived early, communicated clearly, loaded and unloaded luggage for us.
Our driver was nice and friendly. She arrived on time and was waiting for us at the exit from Customs.
We exited Customs @ Haneda Airport. We looked for our driver w a sign with my name. We spotted him in a crowd & greeted us. He took one of the luggage & we followed him to a wait area. He went to get his van & picked us up. The drive from the airport to our hotel in Ginza was fine after 3:30 pm. The van is clean & comfortable. It was a smooth ride for my husband and me. No issues. We highly recommend using this company for airport to hotel transport. We will use them again on our return trip to Tokyo.
Easy transfer service. Driver details were communicated in advance and was easy to let them know once we’d landed, were through customs, and with our baggage. Was very easy to locate our driver in the arrivals hall and was just a short walk to our vehicle. Vehicle was spacious and had plenty of room for our luggage. Our driver got us safely and comfortably to our hotel.
Driver was right on time, very helpful, and got us to our destination quickly and safely. Great experience.
Great communication. I was never anxious about being able to find the driver, or that they will be waiting for me. Overall excellent experience. Perfect.
Excellent service thank you! Highly recommend went back in Tokyo. Driver was timely and the car was clean with cold AC.
Very courteous, professional, prompt, helpful and great driver - excellent all round service. Highly recommend this provider
Viator is AWESOME! Excellent customer service and prompt, texted ahead of time and showed up early! No stress travel service!
The transfer from our Tokyo hotel to HND airport for my family of 5 was flawless. Driver arrived on time and we were delivered to the gate exactly as planned. It was a good ending to our wonderful Japan trip.
Very professional and efficient . Friendly, polye and on time. Vehicle was very comfortable and quiet
Terrible. Literally stranded me, my friends, and two kids under 4. Claimed they got the wrong address, even when we sent them a screenshot of the correct address we sent them via email AND the fact that they dropped us off at the correct address when we arrived (got the round trip option). Refused to pick us up, refused to refund, refused to admit they were wrong. Save yourself and just get an uber or go with someone actually reliables
My experience has been great so far🥰Yang communicated promptly and got us to our destination in a timely fashion! We will be picked up in a week! Would highly recommend!
I booked a ride with Pick-U Tokyo for me, my 4 year old and my 10-month-old. But the ride never showed. I contacted the driver through WhatsApp per company policy. I spent 20 minutes begging them to just pick me and my kids up at the pre-booked location before giving up and looking for another ride. I told the company about the issue in hopes that I could get a refund and move on. But they were extremely rude and just lied about what happened and kept changing their story about why I couldn't get my money back. It's one thing to get stood up but another to have the company lie and get cheated out of money. DO NOT USE THIS COMPANY unless you want to pay to be stuck on the street in Tokyo.
Great experience. Driver was in contact with me all the time prior to my pickup. He even came a little ready at my request. Car was large and immaculate.
very nice, call to let us know he was ther and was waiting right there when we walked out
The driver waited patiently for me. She contacted me on WhatsApp to keep the lines of communication open.
I am so glad I booked the meet and greet for our first trip to Japan. We were met outside immigration and quickly brought to the airbnb. It really made the whole traveling experience so easy. I highly recommend
Company is very reliable and professional. Driver maintained contact during my progression through customs
Booking process easy and confirmed. Communication before the pick up day and on the pick up process was excellent. Driver polite and efficient. Fast comfortable transfer to Narita airport. Felt the vehicle needed a wash and floor vacuum. But overall VG.
The driver was communicative, friendly, and right on time. Pick up and drop off was seamless. Using Viator makes finding and using a private airport transport so easy!
Helpful step by step instructions to meeting point. Driver contacted us on What’sApp on arrival
We booked a private transfer from Haneda Airport to Akihabara, and it could not have gone better. Our driver was absolutely outstanding from start to finish. Our flight was delayed and we ran into luggage issues that took nearly two hours to sort out, but he stayed in constant communication the entire time and patiently waited for us without hesitation. When we finally made it out, he greeted us right away and made the whole process feel seamless. The vehicle was new, spotless, and incredibly spacious, which made a huge difference for our group of five and all our luggage. After a long, stressful travel day, this was exactly the kind of service you hope for but don’t always get. Professional, reliable, and genuinely accommodating. I would book this again without a second thought.
I used this company for a round trip transfer from and to the airport. Both times the driver was early, communicated well with me, and was professional. I recommend this company.
We needed a very early pick up (4am) for our flight back to Australia. Great communication, driver arrived to pick us up on time - no issues at all.
Airport immigration was very crowded. Missed time constraint. Had to pay extra. Ride to hotel was acceptable. Driver didn’t engage in conversation.
My driver was very patient. He allowed me to take my time and once coming through immigration, I realized that I still needed to fill out other documents and he said ok without being concerned how long it was taking.
Generally good however pick up person we had to wait for them to come from their Car Park area and the pick up site was a bit confusing since we don’t speak Japanese and there is no one standing there with the sign with our name that was a little more stressful than necessary transfer from airport to hotel
Great experience. The driver was helpful and knew exactly where to take us. It was easy and the van was air conditioned.
This is the second time booking transportation to/from the airport and had great experiences. The drivers contacted us prior to arrival and were ready at the pick up times. They are prompt and dependable. We will definitely use them again on our next trip to Japan.
Read all the fine print. The company forces you to pay extra after you can’t cancel anymore. Usually, the price that you pay on the website is the full amount of the service. I did not expect to have to get cash in the middle of the night in order to pay the driver extra the next day. They said it’s a “service charge for overnight fee” for having a ride at 5AM. The cost should’ve been transparent when I booked the 5AM ride Viator, not communicated in email last minute.
Our experience with the Tokyo: Private One-Way Transfer to/from Yokohama Port was absolutely seamless. The driver was punctual, easy to locate upon arrival, and went above and beyond by handling all of our luggage with care. We were pleasantly surprised by how immaculate and comfortable the van was—it felt like a luxury ride to our hotel. Everything about the service was professional and stress-free. I would highly recommend this transfer to anyone traveling to Japan. It made our arrival in Tokyo so much easier!
Some difficulty locating driver at the airport, but otherwise a good experience. Without that issue my review would have been 5 stars.
Easy to work with. Driver was anxious because our plane was delayed and he had other pick ups, but he made accommodations to stay later than expected to get us safely to our hotel. Car was clean. Driver was professionally dressed. He spoke enough English to communicate. Different signs from the rest made it easy to find.
Wan San communicated very well for our pickup from the airport. He was on time to pick us up. Very conscientious driver.
The tour operator arrived earlier than the scheduled appointment and drove us safely to the Tokyo International Cruise Port Terminal. He was efficient, professional and courteous. Highly recommended!
Very clean. Excellent driver. On time definitely would hire again. Five stars for the service and driver
Professional. Well organized. Contacted the evening prior about the early am ride as per the stated contract. Truly 12/10. Highly recommended.
Driver was very polite and attentive. I will surely use this company again. They even return to pick up a party member who flight was delayed.
The driver came in early. She was very polite. Overall we had a nice ride from our hotel to Haneda Airport. I would highly recommend this company for your airport pickup need
DO NOT BOOK WITH THIS COMPANY! I purchased the meet and greet at the airport transfer which is an extra payment. On their site, it was advertised that they could wait for an extra 30 minutes after the time you provided and anything over will be charged an additional amount and payable to the driver with cash. My flight got delayed and asked to be picked up an hour later and they agreed. However, my flight got delayed again and I notified them again to move my time or have the driver wait for us and we will pay extra. I was told that I couldn't change my time and the driver couldn't wait for us either because he had another customer to pick up. I was informed that they don't have another driver to pick us up and we couldn't get a refund. We were advised to request for a refund from our airline since it was their fault that our flight got delayed. They sent me a picture of a paper written sign with my name on it . When we got out of customs, the driver left and we ended up taking a taxi. I do not recommend this company. Look for other company that has a longer waiting period and follows the airline schedule to check for any delays.
No refund after trying to cancel than 24 hours before - I asked to cancel when I accidentally booked the wrong day more than 24 hours before and they wouldn’t refund me.
Great service! The driver was early, helpful, and very kind to us. He helped with all of the bags and drove like a true professional. I'll definitely use them again.
The driver was on time & was actually there at least 5 min before pick-up time. The driver texted the day before to inform us his contact info along with confirming the pick-up time, lic # of his vehicle and the color of the vehicle. This was one less thing for me to worry about.
Driver arrived at pick up location early and waited for us to pick up a few extra items without any issues. Van was spacious enough to fit all the luggage after our trip. Great option if traveling to the airport with a group especially during rush hour time where public transportation would be difficult with luggage.
The driver was punctual and drove safely, making my Tokyo trip very easy and straightforward! Highly recommended.
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