We ordered our Japan Rail Passes from Japan Experience six weeks before our family trip (two adults and four children). We chose Royal Mail Signed For delivery. Tracking shows the package got stuck at the Beckenham Post Office and was never delivered.Japan Experience acknowledged that we never received the passes — yet they refuse to issue a refund for six months, saying they need to wait for Royal Mail’s investigation and Japan Rail to cancel tickets. We’re now almost £1,100 out of pocket, with no tickets and no resolution.This situation has seriously affected our holiday and budget. Communication has been unhelpful. While I understand delays can happen, refusing to refund customers when delivery clearly failed is unacceptable.I would strongly advise others to avoid ordering Japan Rail Passes through Japan Experience until they improve their refund and customer service policies. BUY DIRECTLY FROM JR RAIL!
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Since 1981, we have been a leading tourism company specialized in providing a wide range of travel experiences in Japan.
Our mission is to become the go-to brand for anyone who loves Japan and wants to experience this wonderful country to the fullest. We sell a variety of products to our customers traveling to Japan : individual and group tours, Rail Passes, activities, excursions, train tickets, accommodations, SIM cards, etc.
More info on our company and products, on our 5 languages website: https://www.japan-experience.com/.
In March 2025 Japan Experience also acquired FTC, a DMC specialized in large group tours in Japan, and in 2022 opened Irasshai, a 800 m2 Japanese concept food store in the center of Paris (https://irasshai.co/).See more
