aQua (by H.I.S. Cairns)

Positive experience: It's neither good nor bad. I have the impression that a woman who came from Japan on a working holiday was very lively and kind.

Negative experience: I understand that they are busy and that it might not be profitable for them, but when I asked questions or for recommendations regarding my anxiety, their responses were very bureaucratic and helpful only when I was feeling unwell. I didn't get the impression that they genuinely cared. I started my trip with a very disappointing feeling. I know it's unavoidable, but I wish they hadn't shown an attitude of 'it's your own responsibility'.

Fantastic experience: トラブルが起きましたが、親身に対応してもらいました。感謝です！

Positive experience: It's an easy-to-understand explanation.

Fantastic experience: 9年ほど前ですが、利用させていただきました。 現地での天気が悪かったため、アクティビティの予定を臨機応変に対応していただけました。慣れない旅の中、とても心強かったです。かなり前の事ですが、ありがとうございました。 最近の評価が悪いのが残念、頑張って欲しい…

Negative experience: Recently, I used the service from Japan. Frankly, it's the worst company ever. Why is it rated so high? 3.8 is way too high. It's understandable that the comments are from foreigners. First of all, the lack of attentiveness from the staff welcoming us at the airport. What does it mean not to help customers in trouble? It feels like they don’t care about customer service at all! The office staff were completely business-like and devoid of any friendliness; it made me wonder how they are even earning a salary. The atmosphere in the office felt like they were saying 'would you just leave quickly if possible?' It's the worst. I regretted coming to the office. I questioned what kind of employee training they are doing. It’s truly infuriating. I didn't have high expectations for the service due to the low price, but it was way too bad. It's worse than a Japanese convenience store. Foreigners who work using Japanese in Japan are much better at understanding how to serve Japanese customers. I was shocked by the scant knowledge of the guide assigned to us. Honestly, it's much better to search for information on my phone myself. Who would want to use a company that can't even do proper employee training? Since you are dealing with Japanese customers as Japanese people, you should provide a service that makes them happy. Who would want to pay money to such a low-rated company? The company should seriously reconsider its service mindset. They should be ashamed. Don’t you feel embarrassed after being told this? You should understand your own ratings.

Negative experience: For better or worse, HISw is not the travel company to seek good service. Even if you are somewhat experienced in traveling, the sense of unfriendliness cannot be dismissed. I participated in a tour, but it felt very much like they just threw me in without guidance. Well... even considering that they do make proper arrangements, I would still give it 2 stars.

Fantastic experience: Really fast processing for Japan Rail Pass. Because it was my first time using, they ran me through what to do and where to go. Staff were really friendly.