Great communication and customer serive - Super easy and affordable transfer from the cruise port to the airport. The driver arrived 15 minutes early, sent me a picture to show where he was in the crowded cruise terminal, and then helped my elderly in-laws navigate to the spacious van. Highly recommend!

Lack of communication from the tour operator. - While I had previously communicated with the tour operator at the time of the booking, I was extremely disappointed that 2 days before the service, I sent messages thru Viator to confirm the time and place of our meeting. For some strange reason, I never received a response and up to the day of the service, I sent several messages, which also went without a response. In one of the last messages from Lawrence, he said that I would be notified in advance on the day of the service but the driver never called us in advance for his vehicle info and for the time and place of meeting. I had 2 elderly cousins with me and we waited until 10:15 am and then decided to hire another car service. At that point, I received a WhatsApp call from Mr. Tu, the driver, who told the Japanese Information agent that he was at a different port terminal and not the terminal where the Noordam had docked. He came to pick us up at 10:45 and completed the transfer to Narita. I had even sent WhatsApp messages to Viator itself to help me contact the operator, for which I am told she called the contact number and was sent to voicemail. This is the first time that a Viator operator did not proactively communicate with us on the service and it is just as unusual for a Japanese operator to not communicate well, given the high standard of efficiency and customer support of Viator and Japanese companies. I would not recommend this tour operator, although Mr. Tu, our driver, apologized and was professional, courteous and a careful driver.