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Customer Support Team

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Recent activity by Customer Support Team

  • What if I lose my JR Pass?

    - IF YOU HAVE LOST YOUR JR PASS VOUCHER If the voucher that we sent you has been lost or stolen, you will need to buy a new one, as a Japan Rail Pass voucher cannot be reissued. Only the original v...

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  • My SIM card will not work

    We're sorry if your SIM card isn't working. Have you checked that your phone is unlocked and compatible with our providers? Note also that as stated on our website, Google Pixel phones are NOT comp...

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  • Can I get in touch with my House Angel before my arrival?

    Your House Angel will contact you prior to your arrival to make sure everything is okay (provide instructions, explain access to the house, confirm your arrival time, etc.) If you have specific que...

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  • What's the difference between Gran Class, Green Class and Ordinary Class?

      Ordinary Class is the standard class in the Shinkansen trains. It's perfectly pleasant, as the quality and cleanliness in Japanese trains are very high!   Green Class is the equivalent of first c...

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  • My flight has been delayed or cancelled, what should I do ?

    If your flight gets cancelled or rescheduled, please contact us as soon as possible regarding your new flight schedule. However, Japan Experience does not assume responsibility for flight changes o...

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  • How to dispose of garbage in Japan

    You will not see many trash cans out in the streets in Japan! The Japanese believe that each person is responsible for their own trash, so we recommend doing as they do, and always keeping a spare ...

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  • New Year in Japan

    Visiting Japan during New Year (shogatsu) can be interesting and rewarding, as you have the opportunity to experience Japan's most important holiday, but it can also be very frustrating for unprepa...

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  • How to get to and around Nara

    Nara is a great day trip to make during a stay in Kyoto or Osaka. This historical town, Japan’s first capital, is easily accessible using a JR Pass.   From Kyoto: To get to Nara from Kyoto with the...

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  • How to do the Hakone Loop

    The most popular way to enjoy Hakone is to do the Hakone Loop, which is a round course that starts and ends at Hakone-Yumoto station, with many attractions to see along the way.    There are differ...

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  • Address error / I made a mistake in my shipping address

    Please double check that all the delivery details provided are correct before finalising your order. If the address you provide is incorrect or incomplete, it will delay or prevent successful deliv...

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