Kumamoto Earthquake Tourist Assistance Guide | 110, 119, JNTO Hotline, Shelters, and Tsunami Response

If you encounter a strong earthquake while traveling in Kumamoto, your first step is not to call a travel hotline, but to protect your life: drop, cover, and hold on, and stay away from glass and falling objects. Once the shaking stops, if there are injuries, fires, or people trapped, dial 119 in Japan directly; dial 110 for police assistance; and dial 118 for maritime accidents.

Remember these three numbers: 110 for police, 119 for fire and ambulance, and 118 for maritime accidents. The JNTO Japan Visitor Hotline provides multilingual travel support, but it cannot replace Japanese emergency services.

Disaster situations, transportation, shelters, and hotline arrangements change over time. This article provides general disaster prevention information and does not replace instructions from police, fire, Japan Coast Guard, local government, or medical personnel. When on-site, follow official Japanese warnings and instructions from staff.

Kumamoto Earthquake Emergency Number Quick Reference

When calling from overseas or non-Japanese SIM cards, dialing formats, international call charges, and roaming restrictions may apply. If you are already in Japan and can use a mobile network, prioritize dialing 110, 119, or 118 in emergencies.

In life-threatening situations, call Japanese emergency services first

Travel hotlines, insurance companies, airlines, and consular support cannot dispatch Japanese ambulances or fire brigades. In the following situations, do not message family or wait for translation:

• Severe bleeding, loss of consciousness, or difficulty breathing.
• Being pinned by fallen objects or trapped inside a building.
• Smelling a strong gas odor or seeing a fire.
• Traffic accidents with injuries.
• Vessels at sea losing control, capsizing, or someone falling overboard.
• Facing immediate danger from violence or crime.

What if you don't speak Japanese?

State the service required and your location, keeping sentences as short as possible:

• 救急車をお願いします。(Kyukyu-sha o onegaishimasu.) Please send an ambulance.
• 火事です。(Kaji desu.) There is a fire.
• けが人がいます。(Kega-nin ga imasu.) Someone is injured.
• 閉じ込められています。(Tojikomerarete imasu.) Someone is trapped.
• 場所は＿＿です。(Basho wa __ desu.) The location is __.
• 中国語／英語をお願いします。(Chugokugo/Eigo o onegaishimasu.) Please provide Chinese/English assistance.

The dispatcher most needs your location, what happened, the number of injured, and your phone number. Do not hang up just because your Japanese is not fluent.

Identify your location before calling

In an unfamiliar area, saying "I am in Kumamoto" is not enough. You should be able to provide:

• Full name of the hotel and your room number.
• Train station name, platform number, or exit number.
• Name of a convenience store or large building.
• Street intersections, bridges, bus stops, or parking lot names.
• Address and coordinates from your mobile map.
• Management numbers found on nearby utility poles, vending machines, or facilities.

If safe to do so, send a screenshot of your map location to your travel companions or hotel; do not just send a generic pin without text.

How can the JNTO Japan Visitor Hotline help?

The JNTO Japan Visitor Hotline (050-3816-2787) generally provides 24/7 support in English, Chinese, and Korean regarding disasters, accidents, illness, and travel information.

It is suitable for:

• Understanding official disaster information.
• Finding medical or support services that accept foreign travelers.
• Inquiring about transport disruptions and travel arrangements.
• Obtaining multilingual assistance when there is no immediate threat to life.

It is not a substitute for: 110, 119, 118, on-site evacuation orders, or medical diagnoses. If the call does not connect, immediately switch to Japanese emergency services or ask nearby staff for help.

How do HK residents use the 1868 service?

The hotline for the Hong Kong Immigration Department's Assistance to HK Residents Unit is +852 1868. It provides support and coordination for HK residents in distress abroad; international call or roaming charges may apply.

1868 is not a substitute for Japanese police, fire, or ambulance services. If someone is injured or in immediate danger, dial 119 or 110 in Japan first, then contact 1868 once you are safe.

What about travelers from other regions?

Travelers from Taiwan, Macau, Singapore, Malaysia, and other countries/regions should keep contact information for their home country's embassy, consulate, or official emergency support channels in Japan. Do not use consular hotlines that are not applicable to your citizenship.

Official Multilingual Disaster Information for Kumamoto

The Kumamoto Prefecture Multilingual Disaster Prevention Portal provides updates on evacuations, warnings, and disasters. The URL listed on cards is:

portal.bousai.pref.kumamoto.jp

In an emergency, verify that the domain is an official Japanese local government domain to avoid clicking on unverified "evacuation maps" found on social media.

What other official sources should you check?

• Japan Meteorological Agency (JMA) for earthquake, tsunami, and weather alerts.
• Announcements from Kumamoto Prefecture, Kumamoto City, and local municipalities.
• Announcements from JR Kyushu, Kumamoto City Transportation Bureau, bus companies, and airlines.
• Public broadcasts at hotels, stations, airports, and shelters.
• Official JNTO traveler support information.

Social media can help you understand the scene, but do not treat undated or unverified videos as current disaster updates for Kumamoto.

During the earthquake: What to do indoors?

1. Drop: Lower your center of gravity to avoid falling.
2. Cover: Take cover under a sturdy table or protect your head and neck.
3. Hold on: Hold onto the table legs and move with the table.
4. Stay away from windows, chandeliers, glass cabinets, and tall furniture.
5. Do not run toward stairs or outdoors while the shaking is intense.
6. Do not use elevators.

If there is no table, squat near an interior wall away from glass, protecting your head and neck with your arms, a bag, or a pillow. Do not stand next to furniture that might topple over.

During the earthquake: What to do outdoors?

• Stay away from glass curtain walls, signs, roof tiles, and exterior walls.
• Avoid utility poles, vending machines, and construction scaffolding.
• Do not stand in narrow alleys or near old masonry walls.
• Move to a relatively open space, crouch low, and protect your head.
• Follow instructions from police, station staff, and facility personnel.

Urban areas in Japan often have risks of falling objects; even if there are no ground cracks, it is not safe to stand next to building exteriors.

Encountering an earthquake at a station or on a train

Trains may stop abruptly. Hold onto handrails; do not force doors open, jump onto the tracks, or walk along tunnels yourself.

• Keep your ticket, transit card, and luggage.
• Follow broadcasts from the conductor and station staff.
• Do not block stairs or the edge of the platform.
• Be prepared for long service suspensions.
• Confirm your accommodation status before deciding to walk or find an alternate route.

Encountering an earthquake while driving

1. Do not brake suddenly; gradually reduce speed.
2. Pull over to the left in a spot that does not block emergency vehicles.
3. Turn on hazard lights.
4. Stay in the vehicle until the shaking stops, unless there is a risk of fire, collapse, or tsunami.
5. Listen to official traffic and disaster information.

If you must abandon your vehicle, follow instructions from police or road authorities regarding keys and doors. Do not leave the car on a bridge, tunnel entrance, coast, riverbank, or evacuation route.

The first 10 minutes after the shaking stops

• Put on shoes to prevent cuts from glass.
• Check yourself and companions for bleeding or fractures.
• Watch out for fires, gas leaks, and water leaks.
• Do not light fires, smoke, or switch electrical appliances on/off.
• Gather your phone, passport, medications, and coat.
• Send text messages to confirm safety; avoid long phone calls.
• Prepare for aftershocks; do not return to damaged areas immediately.

What if you smell gas?

Do not switch lights on/off, use lighters, or use devices that might spark. If it is safe to leave, move away from the building, dial 119, and notify the building manager.

Aftershocks are more dangerous than you think

After a major earthquake, aftershocks may continue. Damaged walls, hillsides, bridges, and furniture are more likely to collapse. Do not return to retrieve luggage or take photos just because the first tremor has stopped.

Drop, cover, and hold on during every aftershock. Keep shoes, phone, glasses, flashlight, and coat within reach when sleeping.

Where in Kumamoto should you watch for tsunamis?

Parts of Kumamoto Prefecture face the Ariake Sea and Yatsushiro Sea. If you feel strong or prolonged shaking while at the coast, port, estuary, or low-lying area, or receive a tsunami warning, move immediately to high ground or a designated tsunami evacuation building.

• Do not go to the beach to check the wave height.
• Do not wait for mobile videos or social media confirmation.
• Avoid moving inland along rivers to low-lying areas.
• Do not return immediately after the first wave passes.
• Do not leave your safe location until the official warning is lifted.

"Tsunami risk, evacuate coast immediately" is a key principle, but not every earthquake in Kumamoto will result in a tsunami. Follow warnings from the Japan Meteorological Agency (JMA).

Beware of landslides in mountainous areas

Aso and the mountainous areas of Kumamoto may experience rockfalls, collapses, and road closures after earthquakes and heavy rain. Do not take "shortcuts" shown on navigation apps if roads are blocked.

Move away quickly if you see:

• New cracks or falling rocks on hillsides.
• Stream water becoming suddenly muddy.
• Strange noises from the hillside.
• Roads settling or bulging.
• Roadblocks set up by police or construction crews.

How to find an evacuation shelter?

"Evacuation site" (避難場所) is usually a safe place to go first, while "Shelter" (避難所) may provide temporary lodging and support, depending on local government arrangements.

You can find them through:

• Kumamoto official disaster portal.
• Municipal websites and disaster prevention apps.
• Inquiries at hotels, stations, and police boxes.
• Evacuation signs and maps on the street.

Can foreign travelers enter shelters?

In principle, emergency shelters do not refuse anyone based on nationality, but capacity, availability, supplies, and registration procedures will vary depending on the situation. Register upon arrival and explain any medical, dietary, mobility, or language needs.

What if you are in a hotel during an earthquake?

• Stay in a safe position until the shaking stops.
• Put on shoes and gather your room card, phone, and passport.
• Check if your door opens, but do not block the hallway.
• Use the stairs, not the elevator.
• Report to the hotel's designated assembly point.
• Do not return to your room for belongings without permission.

If the hotel structure is undamaged, staying put may be safer than going out blindly. Evacuation decisions should be guided by building managers and official instructions.

What if your phone has no signal or low battery?

• Turn on power-saving mode and lower screen brightness.
• Use text messages instead of long calls.
• Turn off non-essential Bluetooth, video uploads, and auto-updates.
• Clearly state your location and status in one message before sending.
• Go to shelters, stations, or public facilities for charging and information.
• Do not use your remaining battery for live-streaming the disaster.

Template for "Safe" message

"I am currently safe, staying at [Hotel Name/Shelter Name] in Kumamoto City with [Companion Names]. My phone battery is at [__]%. I do not need rescue at this time. I will try to contact you again at [Time]."

How to handle lost contact with family?

A call not going through does not mean they are in danger; network congestion, power outages, and evacuations can interrupt contact.

1. Send a brief text message stating your location/assembly point.
2. Contact companions, the hotel, or your travel agency.
3. Check the person's last confirmed itinerary.
4. If there is immediate danger or prolonged loss of contact, report it to the police (110).
5. Contact the consular support for your country/region.

Do not post full passport numbers, dates of birth, or addresses on public social media.

Need medical care for non-immediate emergencies?

Ask your hotel, the JNTO visitor hotline, your insurance company, or local medical information channels to find facilities that accommodate foreign patients.

Carry:

• Passport and insurance documentation.
• Information on allergies and chronic conditions.
• Names or photos of medications you are currently taking.
• Credit cards or cash.
• Emergency contact information.

For chest pain, severe breathing difficulties, loss of consciousness, or heavy bleeding, dial 119 immediately.

What if JR service is suspended or flights are canceled?

Post-disaster recovery schedules cannot be determined by regular timetables. Prioritize accommodation and safety, then deal with rebooking.

• Check official announcements from operators, not just map apps.
• Save screenshots of cancellations, delays, and road closures.
• Contact your hotel for an extension or look for official shelter arrangements.
• Do not leave your luggage unattended while waiting in lines at stations.
• Confirm required documentation for extra accommodation/travel claims with your insurance company.

Rental car damage or road closures

Ensure personal safety first, then contact police, the rental company, and insurance. Do not drive through cracks, flooded areas, rockfalls, or restricted lines.

Take photos to document vehicle condition and location, but do not enter dangerous areas for photos. If the vehicle blocks a rescue route, follow police instructions to move it.

What documentation to save for travel insurance?

• Police, fire, or medical reports.
• Proof of transportation cancellations and delays.
• Receipts for hotel cancellations or additional accommodation.
• Rental car accident information.
• Screenshots of official warnings and road closures.
• Communication logs with airlines, travel agencies, and insurance providers.

Claims depend on policy terms, coverage reasons, purchase dates, and government warnings. Do not assume all "natural disasters" are automatically covered.

5-minute disaster prep before departure

1. Save 110, 119, 118, and the JNTO hotline into your phone.
2. Download offline maps and official disaster prevention tools.
3. Save an offline copy of your passport, insurance, and medical info.
4. Agree on an assembly point if you get separated from companions.
5. Identify two escape routes at your hotel.
6. Prepare a power bank, small flashlight, water, and simple snacks.
7. Let family know your general itinerary for each day.

FAQ

Who should I call if someone is injured in the Kumamoto earthquake?

Dial 119 directly to request an ambulance. Do not call JNTO or consular hotlines first.

Is Japanese required for 110 or 119?

Do not fail to seek help because you don't speak Japanese. State "Police," "Ambulance," or "Fire," provide your location, and request Chinese or English support.

Is the JNTO 050-3816-2787 line for rescue?

It is a traveler support hotline for multilingual information, but it cannot replace police, fire, ambulance, or the Coast Guard.

Can HK 1868 dispatch a Japanese ambulance?

No. 1868 provides support and coordination for HK residents abroad; for immediate rescue in Japan, dial 119 or 110.

Should I run out of the hotel immediately after an earthquake?

Do not rush to the stairs during strong shaking. Take cover first; evacuate according to hotel and official instructions once the shaking stops.

Will there always be a tsunami after a Kumamoto earthquake?

Not necessarily. In coastal, port, or low-lying areas, monitor JMA warnings closely; if you receive an alert or feel strong, prolonged shaking, move to high ground immediately.

Do shelters provide free hotel rooms?

Shelters are emergency public support facilities, not hotels. Conditions, supplies, and availability vary by disaster situation.

What if I cannot make a phone call?

Use text messages, official disaster message services, or contact the hotel or shelter for help, while conserving battery. In life-threatening situations, keep seeking help from anyone nearby.

Conclusion: The true order of help is Life, Location, Information, Itinerary

If you encounter an earthquake in Kumamoto, do not prioritize ticket refunds or social media posting. Protect yourself first, confirm your location, and if there are casualties, dial 119 or 110. Only once you are safe should you contact JNTO, your hotel, insurance, or consular support.

Save emergency numbers and your accommodation address in your phone's offline notes before departure. In a disaster, being able to state clearly in 30 seconds "where I am, what happened, and what I need" is more important than remembering any tourist attraction.