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Customer Support Team

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Recent activity by Customer Support Team

  • ID Check / Fraud prevention

    In order to prevent credit card fraud, we may in some cases contact you by email and ask you to send us a legible scan or picture of any government identification of the owner of the credit card us...

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  • My SIM Card does not work

    If your SIM isn’t working, please ensure you have activated the SIM card properly by following the instructions provided.  Note that the SIM won't be recognised by your phone until after its activa...

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  • Can I get my JR Pass refunded if trains are cancelled or delayed?

    The trains in Japan are generally extremely reliable. However, like anywhere else in the world, delays beyond anyone’s control can occasionally occur.    Once you start using your Japan Rail Pass, ...

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  • What if my train is cancelled or delayed?

    IF YOU PURCHASED WITH US AND RECEIVED AN E-TICKET (a QR code to scan at the ticket gate with no exchange required): TRAIN DELAYS (e-ticket) If your train is delayed for less than 2 hours, no refu...

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    • 2 followers
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  • Can we contact our House Angel during our stay?

    Yes, your House Angel can be contacted during your stay if you have any questions or problems in the house, or if you find yourself in a situation where knowing Japanese is essential, for example r...

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  • Can I use all types of trains, including the subway?

    The Japan Rail Pass gives you the opportunity to travel in a practical and economical way while allowing you to access most major attractions in Japan. However there are some restrictions as to its...

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  • What departure times are available for Japan tours?

    Japan Experience does not provide air tickets for tours. Departures are therefore flexible, and you can leave from wherever you prefer. On a self-guided tour, you can choose the departure date that...

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  • How to get to Koyasan

    Koyasan is most easily accessed from Osaka. The route isn’t covered by the JR Pass, so it’s recommended to use a regional pass such as the Kansai Railway Pass or the Koyasan Heritage ticket.   Osak...

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  • Sunrise Seto/Izumo overnight train

    The JR Sunrise Seto/Izumo is one of the last remaining overnight trains in Japan.   The Sunrise Seto runs from Tokyo to Takamatsu, while the Sunrise Izumo runs from Tokyo to Izumo-shi. They operate...

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  • Traveling too soon / Delivery to Japan

    If you are travelling very soon, and it’s too late for you to place your JR Pass order with delivery to your home address, we can deliver it to your accommodation in Japan instead.   When ordering ...

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    • 1 vote