Coronavirus - How to cancel your trip to Japan?

Date of publication :

How to cancel or postpone your trip to Japan?

Were you traveling to Japan with Japan Experience? Here's information on how to get a credit note or refund.


Dear Traveler, 

As you know, today we are facing an unprecedented situation not only in Japan but around the world due to the Coronavirus pandemic. Our top priority is the protection and health of our customers and our team. We have been working closely with our customers since the start of the epidemic in Asia and we continue to closely monitor this constantly evolving situation.

With the experience acquired following the natural and nuclear disaster of 2011 in Japan, we at Japan Experience are fully aware of the various ways in which such an event can affect our customers as well as our partners in Japan.

That is why, with all these elements in mind, we have made some changes to our cancellation terms. For those who wish to postpone their travel plans for a later date, we have implemented an unprecedented measure to offer flexibility and peace of mind.



TRAVEL DELAY: RECEIVE A CREDIT NOTE FOR A TOUR OR HOUSE RENTAL ORDER

For customers who have booked a tour or rented a house.

For those whose departure date is before 30th June 2020, and who wish to postpone their travel plans due to the current health crisis, we have implemented a new measure.

We can offer a credit note for the total amount paid for your order, this is valid until 15th September 2021. Confirmation of this free credit is subject to the agreement of our service providers. To receive this credit note, please send us a request as soon as possible (more information on the terms below "How do I get a refund or a credit note?").

If a travelogue has already been sent out to you, you will then be asked to return all the products included in the travel pack: Japan Rail Pass, Hakone Free pass, Airport transfer, Suica or Pasmo card.

Please note, if you have already received a refund, you will not be eligible for a credit note. If the value of your future order is higher than the value of your credit note, you will have to pay the difference.

For those whose departure date is after 30th June, your trip is going ahead as planned. We will continue to monitor the situation and publish updates as the situation evolves in France and worldwide. 

Please note: it is not possible to reschedule a tour or a house rental between July 15th 2021 and August 15th 2021.



POSTPONEMENT: RECEIVE A CREDIT NOTE FOR A PRODUCT ORDER

Concerning customers who ordered Japan Rail Passes, rented a car or booked an activity.

We offer you a credit note for the total amount of your order (shipping costs included) valid until 15th September 2021, without any additional costs. To receive this credit note, you must return all the products you received before the deadline of 31st July 2020, respecting the cancellation periods for each product.

Please note, if you have already received a refund, you will not be eligible for a credit note.  If the value of your future order is higher than the value of your credit note, you will have to pay the difference.



CANCELLATION: FOR THOSE WHO WISH TO CANCEL THEIR ORDER AND OBTAIN A PARTIAL REFUND

If you would like to cancel your trip and get a refund, the usual cancellation fees will apply on all products (Japan Rail Pass, car rental, house rental, activity reservation, tour reservation, etc.)

> For more information on cancellation conditions and costs per product

For a refund of Japan Rail Pass, customers who purchased the Japan Rail Pass assistance service will not be charged the cancellation fees.



HOW DO I GET A REFUND OR A CREDIT NOTE?

For Japan Rail Passes that you have received by post, you must return your ordered items to one of our offices no later than 31st July 2020 (postmarked).

> A list of all our worldwide offices can be found here

  • Make sure that your entire order is included in the package before sending it to us.
  • To receive a credit note or refund for your Japan Rail Pass, please attach a cover note, specifying your choice.
  • Japan Experience will not accept any responsibility for items returned and lost by the delivery company.

Concerning the products and services which have been sent to you by email, namely the reservation of tours and activities, car and house rentals, please fill out and submit this form to us as soon as possible.

To obtain the reimbursement or the issue of a credit note following the cancellation of certain products (house rental, car rental, reservation of an activity, reservation of a tour) deadlines must be observed. If the cancellation occurs outside these deadlines, we will not be able to refund or provide a credit note.

Please note for drivers licence translations: no credit note or refund is available. 


TEMPORARY OFFICE CLOSURES

In response to the situation and to ensure everyone's safety, we have temporarily closed our offices and the entire Japan Experience team is currently working remotely.

As the situation changes daily, please consult this page to check the reopening date of our offices before returning your order to us. Please do not send returns back before the date indicated as we cannot guarantee that they will be received.



ESTIMATED RESPONSE TIME

Due to the high volume of messages our team receives from around the world, there may be a longer than usual delay in processing your request. We thank you for your patience. Our team will do everything possible to help you and answer your questions or concerns.




We are continuing to work on new products and content and we look forward to sharing them with you soon so that you can discover this beautiful country. As soon as you have the opportunity to travel again, we will be happy to help you with your trip to Japan.

We thank you in advance for your understanding in this exceptional situation and we remain at your disposal for any further information.


Thierry Maincent

Japan Experience President


Comments Read comments from our travellers

Mrs

Is the LA office open so we can return our Japan Rail Passes for a credit note?! Please advise ASAP. Thank you.