FAQs

Rental Qualifications

Q Can beginners drive this vehicle?
A We do not rent vehicles to drivers with less than six months of license holding experience as of April 1, 2022.
Beginner driver decals are available for rental - please request them from our staff when visiting the branch. The rental fee is ¥110 per use.
Q Can I use [マイナ免許証]?
A This is a guide for Japanese people. Please see the Japanese website for more details.
Q If I have an international drivers license, can I rent a car with a capacity of more than 10 people?
A ■ Important points to note when renting a vehicle with a capacity of 10 or more passengers
In Japan, you will need an international drivers license D or higher to rent a vehicle with a capacity of 10 or more passengers.
Also, since your home countrys license and the international drivers license differ, be sure to check your international drivers license in advance.

If your international drivers license does not qualify for category D, we will not be able to rent you a vehicle.
Please be sure to check in advance that your international drivers license falls under category D.

■Target class
HiaceGL designated Class
Hiace Grand Cabin designated Class

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Reservations

Q How do I make a reservation?
A To make a reservation, enter your rental details in the search box on our homepage and click search. Select your preferred plan from the results, fill in the required information, and complete your booking. Upon completion, your reservation number will appear on the confirmation screen and be emailed to you. Please save or print this confirmation as your reservation number will be needed for any inquiries.
Q Until when can I make a reservation?
A For online reservations, bookings are accepted up to 1 hour before your scheduled pickup time. Phone reservations may accommodate immediate pickup when vehicle availability permits.
Q When is the latest I can cancel my reservation?
A Cancellation Policy: Cancellations made 7+ days before your rental date incur no fees. 6-3 days prior: 20% of base rate 2 days to 1 day prior: 30% of base rate Same-day cancellations: 50% of base rate All cancellation fees are capped at ¥6,600 maximum
Q I have not received a reservation email.
A Please double-check that your registered email address is correct. Your confirmation email may have been filtered as spam - if you have not received it, please contact us directly at 0123-23-8700 to verify your reservation.
Q My flight details are not confirmed yet when making the reservation.
A Please complete your reservation by selecting "Undecided" for flight information, and then contact us by phone or through our inquiry form with your flight number once confirmed.
Q Can I modify my reservation period?
A Please make a new reservation through our website first, then cancel your existing booking. If you are unable to secure your preferred dates online, contact us directly - we may accommodate changes based on availability.
Q I can not confirm my reservation.
A To confirm or cancel your reservation, please log in from the dedicated page. https://en.famiren.jp/reserve/confirm_cancel/ The reservation number and password are listed in the [Reservation Completion Email] and [Reservation Completion Screen (screen after reservation is completed)]. If you are copying and pasting, please make sure to enter them correctly without spaces, etc.

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Pick-Up & Return

Q Can you deliver a rental car to the airport?
A Rental car handovers at the airport are prohibited. Please use our complimentary shuttle bus service to come to our branch.
Q Can I pick you up from the airport before opening hours?
A No.
Please call us during business hours (8:30) to request a transfer from New Chitose Airport.
Q Is there a counter at New Chitose Airport?
A Our counter is only located at the international rental car counter.

For details, please see Directions from New Chitose Airport to our branch(Domestic/International Flights) at the bottom of the [Locations] page.
Q I would like to have a meal at the airport after arrival before renting a car - is it acceptable to arrive after my scheduled reservation time?
A Yes, we can accommodate schedule changes if notified in advance. However, please complete rental procedures before closing if requesting late changes. (Business hours vary seasonally - we recommend checking in advance.)
Q Can I park my personal vehicle at your location?
A We can keep your rental car for you overnight. However, please note that since the facility is unattended at night, we cannot provide compensation for any damage to the vehicle or in case of theft.
Q Can I arrange to have some luggage sent ahead?
A Please ship your luggage to arrive the day before your rental begins. Mark the airway bill is remarks section with "For [Month/Day] use". Note we cannot compensate for lost/damaged items during transit.
Q Can one person represent our group to rent the vehicle if we have multiple people?
A Yes. In that case, please bring the original drivers licenses of all potential drivers with you when you visit.

Please note that we cannot add drivers with copies of their licenses.
Q Can I pick up or return vehicles outside business hours?
A All rentals must begin and end during published business hours. Please check our Locations page for specific branch hours.
Q Do you offer one-way rentals?
A We only operate from our New Chitose Airport location and therefore cannot accommodate one-way rentals.
Q Do I have to return the car with a full tank of gas?
A As a general rule, we provide vehicles with a full tank and require them to be returned full. Please be sure to bring the gas station receipt showing you refueled at one of our designated stations. However, if you are unable to fill up due to unavoidable circumstances like catching a flight, you may return the vehicle as-is. In such cases, we will calculate the approximate fuel charge and settle the payment at our counter.

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During Your Rental

Q If you need to modify or extend your rental period,
A For rental extensions or schedule changes, please contact us by email or phone.
Q What should I do in case of an accident or issue during my rental?
A Please contact the 24/7 emergency helpline provided at the time of pickup.
Q Can I add someone who joins me along the way as a driver while renting a car?
A Yes, you can add a driver.

Once you meet up with your driver, please fax the drivers license to us at 0123-23-8701 from a nearby convenience store or hotel.

Once we receive your fax, the driver will be added and will be eligible for insurance coverage.

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Payments

Q Is there a mileage limit?
A There are no mileage restrictions or additional charges based on distance traveled.
Q How should I make the payment?
A Please settle the payment upon departure using either cash or credit card (VISA, MasterCard, or Rakuten Card). If your rental period is extended, additional charges will be calculated and settled upon vehicle return.
Q Can you issue invoices compliant with the Japanese Invoice System?
A This is a guide for Japanese people. Please see the Japanese website for more details.
Q Is there any condition for the
A To receive your birthday discount, please inform our staff on the day of rental. (Please note our staff will not proactively ask about this promotion.) At the counter, the eligible customer (whose birthday falls in the rental month) must present valid photo ID for verification. Please be advised that if the eligible person is not present at pickup or cannot provide valid identification, no discount will be applied after departure. ※The maximum discount remains 10% even when multiple birthday celebrants are present.

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Vehicles & Options

Q Is it a 4WD?
A This varies by rental plan. Please check the details of each plan in our car search section.
Q Does it come with snow tires?
A During winter months (typically from mid-October to early May), most vehicles are equipped with snow tires, though this may vary by plan. Please verify the details for each plan in our car search section.

*Installation completed for 2025 as of October 21st
Q Can I attach snow chains to the snow tires?
A We do not handle snow chains.
Q Is it safe to drive on snowy roads if I have a 4WD vehicle with studless tires?
A

*Important Points*
1. Always maintain a safe following distance and brake properly.
2. Even if there is no snow, road conditions can be extremely dangerous when there is poor visibility due to ice or a snowstorm.
3. Road closures and traffic jams caused by accidents may occur depending on the snow accumulation, so please allow ample time for your trip.


Snowy roads can suddenly become slippery depending on the conditions, so it is not guaranteed that you will be safe.
Please drive slowly and maintain a safe following distance.
4WD vehicles and studless tires are well-suited for snowy roads, but any vehicle can slip on snow or ice.
For safety, please brake slowly and early and maintain a safe following distance.
Hokkaido is a large area, and the amount of snow and road conditions vary greatly depending on your destination.
In some areas, visibility may be reduced due to icy conditions or blizzards, so any vehicle may slip.
We ask that you drive carefully, reducing your speed and maintaining a sufficient distance between vehicles.
Q Are pets allowed in the vehicle?
A We kindly ask that you refrain from bringing pets into the rental vehicle. Should it be discovered that a pet was transported in the vehicle, a detailed interior cleaning fee and loss of use (NOC) compensation will be charged.
Q What is the seating configuration for HiAce model vehicles?
A The seating configurations for our HiAce models are as follows: HiAce Van (9-seater): 3 rows (3-3-3 seating) HiAce GL (10-seater): 4 rows (2-2-2-4 seating) HiAce Grand Cabin (10-seater): 4 rows (2-2-3-3 seating)
Q Can you install child seats in advance?
A For safety reasons, we require customers to install child seats themselves. If you need assistance with installation, please ask our staff at the counter when you pick up your vehicle.
Q Do you offer ETC card rentals?
A Yes. Available to all customers.
Rental fee: 330 yen/day *Maximum 1,650 yen
*If you wish to use this service, please select it from the options when making your reservation
*We accept applications on the day of departure, but we recommend making a reservation in advance as the number is limited.
Q Can I rent an ETC card or use the HEP (Hokkaido Expressway Pass)?
A Yes, you can.

▼ETC card rental
Rental fee: 330 yen/day *Maximum 1,650 yen
Available to all customers.

*If you wish to use this service, please select it from the options when making your reservation
*We accept applications on the day of departure, but we recommend making a reservation in advance as the number is limited

▼HEP (Hokkaido Expressway Pass)
From 6,200 yen/Applications can be made for use for 4 days or more
Available only to foreign visitors to Japan (passport holders of countries other than Japan).

*If you wish to use this service, please select it from the options when making your reservation
*You can also apply at the counter on the day of your reservation
*For details on the service, please see　[Foreign Visitors to Japan Only]Hokkaido Expressway Pass(external site: NEXCO East Japan) .
Q Is the vehicle new?
A Yes. All vehicles except for the Hiace are less than 1 or 2 years old since new registration. For more information, please check the announcements page or the details of each class in the search results.
Q Are there any vehicles that support CarPlay?
A Yes. CarPlay (a feature that allows you to operate your iPhone with the in-car system) is available in some vehicles. For more information, please check the announcement page or the details of each class in the search results.
Q Is multilingual navigation supported?
A Yes. All vehicles are equipped with multilingual navigation. There are [Japanese + English] and [Japanese + English + Korean + Traditional Chinese] classes, so please check the announcements page or search results for details of each class.
Q Are there any vehicles that are compatible with rearview monitors?
A Yes. All vehicles are equipped with rearview monitors.
Q Are there any vehicles that can accommodate sliding doors?
A Yes. We have a wide range of vehicles, from compact cars like the Spacia to Alphards and Hiace. For more information, please check the announcements page or the details of each class in the search results.

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Insurance & Coverage

Q What does your insurance coverage include?
A Please refer to our Coverage Details page for specific information.
Q Does your insurance cover Loss of Use (NOC) charges?
A Our Full Coverage Protection Pack (¥1,100/24 hours, tax included) covers both NOC and Road Service Pack. Please request this option during your check-in procedure if interested.

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Other Questions

Q Do you offer contact methods other than phone and email, such as LINE or KakaoTalk?
A We currently only provide support via phone and email during business hours.
Q Can I take my rental car by ferry to remote islands or outside of Hokkaido?
A Sorry, we do not allow rental cars to be taken on the ferry.
Q What hours are you available to answer inquiries (by phone and email)?
A We will only respond during business hours.
Business hours are 08:30-18:00 (excluding New Year holidays).
Thank you for your understanding.