Okinawa Tourist Service Inc. (hereinafter, “OTS”) has confirmed that some customers’ personal information was leaked externally through services operated by OTS, as announced in our press releases dated October 21 and 23, 2026. OTS sincerely apologizes for the considerable inconvenience and concern this has caused our customers.
Below is an update on the facts established to date and OTS’s planned response.
Background and Actions Taken
In light of the possibility that some customers’ personal information had been leaked, OTS temporarily suspended new reservations for its services, including OTS Rent-a-Car, at 4:30 p.m. on October 20. A subsequent detailed investigation conducted with the assistance of external experts confirmed that customer information reportedly leaked externally matched information held by OTS. OTS therefore concluded that the information of up to 730,000 customers had been leaked.
Images of driver’s licenses (up to 6,000 files)* are stored in a separate database. Although OTS has been investigating with the assistance of external experts, no evidence confirming that these images were leaked from OTS’s systems has been found to date. Therefore, OTS has been unable to determine whether a leak occurred regarding driver’s license images.
*Driver’s licenses issued in Japan
OTS outsources credit card payment processing to an external company and does not hold credit card information. Accordingly, no possibility of a leak of such information has been identified.
Service Resumption Update
To prioritize the safety of its customers, OTS had suspended all new reservations for the following services: OTS Rent-a-Car, OTS HOTEL, OTS ACTIVITIES, the Digital DMO Platform, and OTS Club. The core system for OTS Rent-a-Car is separate from the system in which the information leak was confirmed. Following an investigation by external experts, OTS has confirmed that there are no impediments to resuming the service and will therefore resume accepting new reservations on November 13.
Pre-arranged package tours (Ranran Tours and domestic and international escorted tours) and customized package tours (including group trips and school trips) also use systems separate from the affected system and will continue to operate as usual.
Next Steps
OTS will continue to work with external experts to review its systems and operational procedures and implement necessary measures to prevent a recurrence and strengthen its IT security. Other OTS services will resume once it is confirmed that there are no impediments to their resumption.
Notice to Customers
The leaked information may be misused to contact customers by email, SMS, telephone, or other means, with the sender impersonating OTS or an affiliated party. Please do not open links or attachments in unexpected messages or enter passwords, authentication codes, credit card information, or similar details. OTS will never ask for your password or credit card information by email, SMS, telephone, or other means.
Related Press Releases
Oct. 23, 2026 Notice Regarding the Status of Investigation into the Leakage of Customers’ Personal Information (Second Report)
Oct. 21, 2026 Notice Regarding Potential Leakage of Customers’ Personal Information and Temporary Suspension of Services
OTS Rent-a-Car New Booking Request ⇒ OTS Rent-a-Car Website
Contact Information:
Inquiries regarding services:
OTS Rent-a-Car: otsrc.change@otsinfo.co.jp
OTS HOTEL: otsh.change@otsinfo.co.jp
OTS ACTIVITIES otsa.change@otsinfo.co.jp
Media inquiries:
Okinawa Tourist Service Inc., Administration Department, General Affairs Section: ots.press@otsinfo.co.jp