JRP Assistance

Exclusively for train travel in complete safety 

A complementary service provided by Japan Experience

The JRP Assistance service is available to anyone buying a Japan Rail Pass ticket on the Japan-Rail-Pass.com website or the Japan Experience website.

The JRP Assistance Service is at a surcharge of £18/€20/US$23 per order, and which gives you unlimited access to a telephone helpline in Japan from 8am to 6pm, for any questions, advice or help with your train travel in Japan .

It also gives you a full coverage of your Japan Rail Pass in case you need to cancel and/or modify your order. (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.)

This service is available in English and is valid for the duration of your Japan Rail Pass. This service cannot be purchased after your JRP order.

*This service is not provided by Japan Experience and is independent from JR (Japan Railways). For any inquiry, please contact Japan Experience with the number provided in your email confirmation.

What are the benefits of the JRP Assistance?

Cancellation protection

Sometimes things don’t go to plan. We understand this and are here to help you!

With the JRP Assistance, receive a 100% refund of the Japan Rail Pass price.


Lost in a big station in Japan? Or can't you make yourself understood by a Japanese JR employee? 

With a simple phone call, you can directly get in touch with our fully bilingual customer support team based in Japan.


Do you want to know where to get off the Shinkansen train in Tokyo? Do you have questions about a specific itinerary?

Benefit from expert advice and information about train schedules or itineraries.

How does the JRP Assistance work?

Order your JRP Assistance

When purchasing your Japan Rail Pass add the JRP Assistance option to your order.

Confirmation of your booking

You will receive an email including all of the terms of usage along with your JR Pass order.

Get Ready for your trip

Before leaving for Japan, make a note of the hotline number and email address.

Use the JRP Assistance Service

Simply dial the hotline and provide your subscriber number. Our team will do their best to answer your question.

Your Safe choice for your train travel in Japan


Japan Rail Pass is a service offered by Japan Experience, Europe's premier Japan travel company.

Japan Experience, founded in 1981, has created its expertise in rail itineraries and tours via the in-depth knowledge of our team of travel professionals, as well as the experiences & testimonials of hundreds of individuals who travel with us each year.

Every year, over 100,000 travelers place their Japan Rail Pass orders with us. We are first and foremost a team of Japan enthusiasts who seek to pass on our love and knowledge of the country to facilitate the experience of all travelers who wish to visit.

Our aim is to make discovering Japan easy and accessible.

Japan Experience Office

Japan Experience Office