In the world of travel design, we’re no strangers to emergencies. Whether it’s lost luggage, missed connections, or “where’s my passport?” moments, we tackle them head-on. But sometimes, even we can’t predict the wild twists and turns that make this job so… entertaining.
A couple of days ago, we faced a situation so extraordinary that we just had to share it. Spoiler alert: It involves a train, a toddler, a mother-in-law, and some pretty stellar teamwork.
The Players in Our Drama:
Meet Mr. R and his entourage: a brave dad, a one-year-old, a two-year-old, a mother-in-law with mobility challenges, four massive 28-inch suitcases, a stroller, and a couple of overnight bags. They were on a 10-day adventure through Kansai and Tokyo, and we had meticulously planned their journey, right down to forwarding half their luggage to Tokyo to make things more manageable.
But travel with kids and a senior? Manageable is a relative term.
The Setup:
Mr. R was taking the family from Kyoto to Tokyo on the Shinkansen. Knowing the logistical ballet required to board with toddlers, luggage, and a stroller (not to mention Japan’s to-the-second punctuality), we advised him to arrive at Kyoto Station 45 minutes early.
We also booked oversize baggage seats for their remaining luggage. That’s how detail-oriented we are.
The train departed, and when we didn’t hear from Mr. R, we exhaled. “They made it!” we cheered. But the celebration was short-lived. A few minutes later, the dreadful phone rang and it was….Mr R.
The Call of Doom:
Mr. R (panicked): “Hi, Best. We got on the train, but my mother-in-law, my second son, and two pieces of luggage didn’t make it!”
Me (stunned): “…WHAT?”😒🤦♀️😮😭
Mr. R: “I was loading the stroller, the doors closed, and they were left behind! What do I do? She doesn’t have her ticket, a phone, or money!”
Cue my internal monologue: Okay, Best, breathe. This is not the time to freak out.
This was a first for us. Sure, we’ve dealt with missed trains before, but this? Half the party on board while the other half waved them off from the platform? A travel designer’s nightmare.
The Plan:
After a moment of frantic thinking, I advised Mr. R to locate the ticket inspector. They were the only ones who could pull off a rescue mission at this point. Here’s what we came up with:
Option 1: The whole family gets off at Nagoya (the next stop), backtracks to Kyoto, retrieves the mother-in-law, and resumes their journey. Costly and time-consuming.
Option 2: The ticket inspector radios Kyoto Station, where staff help the mother-in-law board the next train to Tokyo. This was ideal—but required a level of coordination and hospitality that only Japan could deliver.
The Rescue:
The ticket inspector sprang into action, and Kyoto Station staff assured us they’d assist. Phew. Mother-in-law and toddler were guided onto the next train, and I quickly informed the transfer driver in Tokyo of the new pickup time.
1.5 hours later, the family reunited in Tokyo, yay 😊😉🙌
Lessons Learned (With a Laugh):
- When in doubt, ask for help. In this case, the ticket inspector was the MVP.
- Board the train in the right order. Seniors and kids first. The person with the luggage goes last. If someone has to miss the train, better it’s the one who can fend for themselves.
- Channel your inner ninja. During train transits, have everything strapped to you and be ready to leap on board. Wrong carriage? Doesn’t matter. You can walk through the train later.
- Japan’s hospitality is unmatched. Let’s be honest, if this happened in Europe, it might’ve involved expensive backtracking, a lot of waiting, and no small amount of frustration.
Travel mishaps can be stressful, but they’re also the stories we laugh about later. And remember, if all else fails, call your travel designer. We’re here for the drama—and the solutions.