Frequently asked questions
Japan Rail Pass
Being eligible for the Japan Rail Pass
Buying a Japan Rail Pass
After purchase, it is possible to cancel your Japan Rail Pass under certain conditions. Please find below the details of the cancellation procedure.
UNTIL WHEN CAN I CANCEL MY JAPAN RAIL PASS?
If your voucher has not been exchanged, your Japan Rail Pass can be canceled within one year of the purchase date.
HOW DO I REQUEST A CANCELLATION?
In order to get your Japan Rail Pass canceled, you need to send your unused voucher to one of our offices below preferably by registered mail or any secured transportation way such as FedEx):
25 Wilton Road
100 W Broadway,
30 rue Sainte Anne
Once we receive your ticket, you will be reimbursed, less the cancellation fee and you will receive an email confirming the cancellation. Please note that the refund can take between 2 and 4 weeks.
HOW MUCH DOES THE CANCELLATION COSTS?
The cancellation cost is 15% of your order (excluding shipping charges). Please note that if you have purchased the Japan Rail Pass Assistance service, the cancelation fee is automatically waived.
Please note that if your voucher has already been exchanged for the Japan Rail Pass and / or you have already used it to take the train, a refund will no longer be possible.
If the date of your departure is too soon, or the date of delivery is after your departure, the best solution is to buy your Japan Rail Pass and have it delivered directly to your hotel in Japan.
When ordering online, indicate the exact address and telephone number of your hotel. Please note that delivery may take between two to five days, so we thank you for providing us with an address at which you will be staying for at least four consecutive days.
Unfortunately, it is not possible to pick up your vouchers at the airport or at a JR ticket office. You must buy a ticket for traveling from the airport to your hotel.
The voucher must be an original stamped by the issuing agency, which is not possible to do by fax or email. Additionally, please note that it is not possible to buy a Japan Rail Pass in any JR office, travel agency, or even at the airport, because they are not sold on Japanese territory. Because the Japan Rail Pass is intended for visitors traveling to Japan for only a short period of time, it can only be purchased outside of Japan.
Starting on March 8, 2017 the Japan Rail Pass will be also sold at a limited number of stations and airport in Japan. Be aware though that buying the Japan Rail Pass in Japan will be more expensive than buying it on line ahead of time.
The Japan Rail Pass exchange voucher issued by Japan Experience is refundable up to one year after its date of issue. There is a 15% cancellation fee withheld from the refund whatever the date of cancellation.
If you lose your Japan Rail Pass, reimbursement can only occur if the pass has not been exchanged and 4 months from the issue date of the exchange coupon. The cancellation fee remains 15% as long as there is validation from our supplier that the exchange coupon has not been exchanged, whatever the date of cancellation up to one year after the date of issue.
Please note that unused JRP Vouchers can only be refunded when successfully returned to any of our reception offices within 365 consecutive days from the purchase date.
Delivery issues will not constitute an exception so please allow sufficient time to organise your return as we are unable to offer any extensions. To be eligible for a partial refund, we must receive the unused voucher within the agreed timeframe.
Japan Experience is not responsible for any denied exchange of the voucher for the Japan Rail Pass once in Japan, regardless of the reason.
Using a Japan Rail Pass
In order to activate your Japan Rail Pass you will have to exchange your voucher at a JR office. These offices can be found at the airport or in the main train stations.
Please note that exchange offices may have different opening times (check this article)
At the office, fill out the form at your disposal there and show the entry stamp that is on your passport.When exchanging your voucher you will have to decide on the date you want to start using your pass.
This date has to be within 30 days of the exchange. Once it is validated you will be able to use your pass starting on the date you have chosen for the consecutive number of days for which your pass is valid.
WHEN SHOULD I ACTIVATE MY JAPAN RAIL PASS ?
The exchange date does not have to be the starting date. You can choose your starting date when you exchange your voucher, that date cannot exceed 30 days after the exchange. If you hold a 1-week Japan Rail Pass you should be careful about your starting date. On a tight schedule, it is better to use a day rather than to waste one.
- How fast is it? Which network does it use?
The wifi speed is 150 mbps download/ 25 mbps upload. The device uses a 4g/lte network with the japanese provider au.
- Is there a data limit?
No. Data is unlimited.
- To what kinds of devices can i connect? How many can connect at one time?
The pocket wifi supports any kind of device: iphone, ipad, android smart phones, pc and mac laptops, cameras, and other handheld devices. You can connect up to 10 devices at one time.
- Up to what distance does the pocket wifi work?
Your device will remain connected up to 20 meters (65 feet) from the device.
- What is the battery life? How long does it take to charge?
The battery lasts 8~10 hours while connected to 4g. The battery takes about 3 hours to fully charge.
The Pocket Wifi can be delivered to your hotel in Japan or pick up at the following list of japan airports.
Then Yes, as you can book the Pocket Wifi on line, you can order a Pocket wifi in Japan. Please note that the necessary time between order and delivery is 5 days.
About the final information regarding the pickup counter, you will be contacted 2 days before the starting date of your rental, along with your tracking number.
List of pick up airports : Narita Airport, Haneda Airport, Kansai Airport, Chubu Central Airport, New Chitose Airport and Fukuoka Airport
- Can I choose how long I rent my pocket wifi?
You can rent a pocket wifi device for any number of days between the minimum of 5 days and maximum of 45 days.
- Can I cancel my pocket wifi rental?
The Pocket Wifi is refundable up to one week before the start of rental. Past this date, the Pocket Wifi is no longer refundable. There is a 10% cancellation fee.
- Is the device easy to carry?
Yes the device is slightly larger than a deck of cards and weighs 140 grams (5 ounces).
- Where do I return my pocket wifi?
You must return your pocket wifi before the end of your stay in Japan. You can drop it off in any post box across Japan using the shipping envelope that comes with your rental.
- What to do if I lost the prepaid envelope?
Please contact us and we will give you the address to send the Pocket Wifi to.
- What happens if I send it back too late?
There is a 400 yen / day as delay penalty fee.
You can have your device delivered to your hotel in Japan or pick it up at an airport:
Depending on the airport and the hour of your arrival, if you are arriving early in the morning or late at night, you can pick up your Pocket wifi at a different counter than the one during the day. The counter is determined by your time of arrival +2 hours.
Below is a list of reception counter for each airport:
- Narita Terminal 1: 8:30 - 20:00 = The post office counter
- Narita Terminal 1: 6:30 - 8:30 and 20:00 - Last flight = QL Counter
- Narita Terminal 2: 8:30 - 20:00 = The post office counter
- Narita Terminal 2: 6:30 - 8:30 and 20:00 - Last flight = QL Counter
- Haneda Airport : 24/7 = JAL ABC Counter
- Kansai Airport: 9:00 - 17:00 = The post office counter
- Kansai Airport: 6:30 - 9:00 and 17:00 - 22:30 = JAL ABC counter
- Chubu Centrair Airport: 6:30 - 21:30 = Yamato counter<
- New Chitose Airport: 9:00 - 17:00 = The post office counter
- New Chitose Airport: 7:30 - 9:00 and 17:00 - 19:00 = New Chitose Temporary baggage storage
- Fukuoka Airport: 8:00 - 21:00 = Yamato Counter
You will be contacted regarding the final information regarding the pickup counter 2 days before the start date of your rental, along with your tracking number.
You have until 1 p.m. the day after the last day of your rental to return your Pocket Wifi. At the end of your trip, use the prepaid envelope included with your order to return your Pocket Wifi. The envelope can be mailed from any Japanese postal box.
If the Pocket Wifi is lost or not received in a timely manner by our partners Global Advanced Communications at the end of its rental period, this will automatically give rise to all of the statutory consequences of default, without any special reminder being required. In particular, we reserve the right to debit the card used when placing the order. Furthermore, the entire balance shall become due and payable immediately.
Late returns will incur a charge of 400 JPY per day, and lost devices a flat fee of 20000 JPY.
The Pocket Wifi is refundable up to one week before the start of rental. Past this date, the Pocket Wifi is no longer refundable.
There is a 10% cancellation fee.
Any penalties due to late returns or loss of the device are calculated in Yen and will be invoiced in the currency of the purchase.
For all technical questions or malfunctions, please first contact Global Advanced Communications by email: email@example.com or by telephone at +51 3 6413 1051.
If the Pocket Wifi is lost or not received in a timely manner by our partners Global Advanced Communications at the end of its rental period, this will automatically give rise to all of the statutory consequences of default, without any special reminder being required.
In particular, we reserve the right to debit the card used when placing the order. Furthermore, the entire balance shall become due and payable immediately. Late returns will incur a charge of 400 JPY per day, and lost devices a flat fee of 20000 JPY.
The SIM card is refundable if it has never been used and its packaging is intact. It must be returned within one month of the purchase date. There is a 10% cancellation fee.
Suica and Pasmo Card
You can have your Pasmo or Suica card delivered to your home before your departure, or directly in Japan (for example at your hotel). Your card will be sent at the same time as your rail pass, if applicable.
You can also come and collect your Pasmo card or Suica card directly in one of our agencies.
The suica / pasmo cards can be purchased before your trip to Japan, without any impact on their use.
If you would like to return your Pasmo card at the end of your trip, you can only return it within the Tokyo area. Head to a station of a non JR subway line (for instance : the Keihin or Keisei lines), or the stations at Narita or Haneda Airports. Your remaining balance and ¥500 deposit will be returned to you.
If you want to return your Suica card at the end of your stay, you can only do this in the Tokyo region. In order to get a refund, go into any other JR East station. You will then be able to recover the 500 yen deposit.
Because the Pasmo and Suica cards sold on our website are not registered to an individual, unfortunately they are not eligible for a refund or a replacement.
Airport transfer Tokyo
This service allows you to easily reach your hotel in Tokyo from the airports of Narita and Haneda thanks to the limousine bus service provided by the Airport Limousine company.
We will send you a voucher to be exchanged at the Airport Limousine counter, where you will receive your ticket with the date and time of boarding.
List of counters for departures from the airports:
- Narita Airport (Terminals 1 and 2)
- Haneda Airport (Terminals 1, 2 and the International Terminal). Please note, Tokyo <> Haneda vouchers are only exchangeable at Haneda Airport
List of counters for departures from Tokyo:
- Shinjuku Station (west exit)
- Tokyo City Air Terminal
- In certain major hotels
The Tokyo Limousine Bus transfers are refundable if they have never been used and if the voucher are returned within one year of the purchase date. There is a 10% cancellation fee.
Allow 60 to 90 minutes to travel between Narita Airport and the center of Tokyo.
Allow 30 to 40 minutes to travel between Haneda Airport and the center of Tokyo.
Airport transfer Kyoto
The Yasaka shuttles are mini- buses for 8 people, which allow you to reach Kyoto city from Kansai Airport.
The Yasaka shuttles can drop you off wherever you want it in Kyoto city, whether it be near your hotel or a station.
Please go to the Yasaka counter in the arrival hall. A map will be sent with the email confirmation of your order.
There is no set schedule. Departures are depend flight arrival times.If there are not enough passengers, the shuttle will wait for other passengers to arrive before leaving (30 to 50 minutes maximum waiting time).
Yasaka shuttles can transport a maximum of 8 passengers.
The Yasaka Shuttle transfers are refundable if they have never been used up to one week before the date of transfer. There is a 10% cancellation fee.