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Customer Support Team

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Recent activity by Customer Support Team

  • Is the Hiroshima Tram & Ferry 1-day Pass refundable?

    Japan Experience cannot provide any refund for this pass.However, an unused pass (a pass where the usage date has not been scratched off, or where the usage date has been scratched off but has not ...

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  • Do I have to meet my House Angel in person?

    Although our House Angels always enjoys welcoming guests in person, we completely understand that sometimes, social interaction can be tiring or intimidating. You can request a self check-in if you...

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  • Is there a bar or dining car on the train?

    No. On Japan's Shinkansen trains, refreshments are occasionally offered by Shinkansen staff via a service cart that passes your seat, instead of having a designated dining car. On the Tokaido and S...

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  • What are the different classes on Japanese trains? Which ones are included in the Japan Rail Pass?

    There are two different classes on Japanese trains: Ordinary class and Green class. Among these classes both are included in the Japan Rain Pass, but it depends on which pass is purchased. Purchasi...

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  • How many nights are included in a Japan tour ?

    Our tours vary in length, generally comprising between 7 and 23 nights.  

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  • Royal Mail information

    The standard, free shipping option for our UK Japan Rail Pass orders is the second class Royal Mail “Signed For” service.   No information will show on the Royal Mail tracking website once the orde...

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  • Japan Rail Pass - What do I do if I purchased my JR Pass from another company?

    It is important to remember that our websites are www.japan-experience.com and www.japan-rail-pass.com.
If you purchased your JR Pass voucher from any other website, we will unfortunately not be ab...

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  • Can we receive physical mail at the house?

    If you will be staying more than 10 days at one of our houses, we can give you access to the mailbox to pick up any mail.  

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  • Is a porter service available in the train station?

      No, you can no longer find porters in the train stations. However, most stations are equipped with elevators or escalators, so you can move your luggage easily. 

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  • Are Gran Class trains included in the Japan Rail Pass ?

    No. When it comes to Gran Class (luxury class) only the basic fare is covered by your Japan Rail Pass, so if you'd like to use the Gran Class car of the Tohoku Shinkansen, Hokkaido Shinkansen, Joet...

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