FAQ

What is an unlimited ride pass?

An unlimited ride pass is a ticket that allows you to get on and off the highway buses on the designated route as many times as you like during the specified period.
At Japapss, you will be required to register the seats of each highway bus in advance after purchasing the unlimited ride pass.
When boarding, please show My Page or reservation confirmation email to board the bus.

In addition, the validity period, fee, and designated highway buses of the unlimited ride pass vary depending on the plan.
For details, please check the plan details page.

Can we make a reservation for the unlimited ride bus pass at the ticket office or on the site?

Unfortunately, we do not operate a ticket office and do not have a physical selling location.
Tickets can not be bought with cash at the boarding point without prior reservation for an unlimited ride pass and pre-registering each highway bus.

Reservations can be made from our website 24 hours a day, 7 days a week.
We request that all reservations are made through our website.

Can reservations be made by email and telephone?

We request that all reservations are made through our website.

Is it possible to board a highway bus without a registration?

The seats provided by Japapass require that a pre-registration is made.
If a registration is not made beforehand, it will not be possible to board the bus.
We request that all registrations are made through our website.

Can registrations be made for highway buses on the departure date?

Registrations on the day can be made if seats are available.
We request that all registrations are made through our website.

I want to check seating availability of highway buses before purchasing an unlimited ride pass.

We will confirm the availability, so please provide us with the following details below.
Please contact Japapass Customer Support Center.

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* Plan name of unlimited ride pass:
* Departure date of highway bus:
* Boarding point:
* Dropping point:
* Number of passengers:
-------------------------------------

▶✉ Contact Customer Support

Is registration needed?

There is no need.
You can log in as a guest member every time you purchase an unlimited ride pass.

When is the last start date that can be booked within the operating period of the unlimited ride pass?

Please calculate the last available start date back from the last day of the operating period.

For example, in the case of the following unlimited ride pass plan,
Operating period: January 1st-January 31st
Valid days: 3 days

The final start date is,
Last day of operating period (January 31st) - Valid days (3 days) = January 29th.
Available for 3 days, January 29th, 30th and 31st.

Please be assured that only selectable dates are displayed on the unlimited ride pass purchase page.

What date should we search highway buses for that depart after midnight?

Please search night buses for the date before the date change.

E.g :Overnight night bus
[Departure :January 1st 23：00] -> Overnight transit -> [Arrival : January 2nd]
[Departure :January 1st 25：00 = January 2nd 01:00] -> Overnight transit -> [Arrival : January 2nd]

When are the seats assigned?

* Bus code starting from a (X) or a (Z)
Seats are automatically decided at the time of reservation.
Please confirm your seat at the time of boarding.

* Other buses
Seats will be allocated after the deadline for reservations has passed.
Unfortunately, you can only find out your seat on the day.

* Please confirm the bus code in the booking confirmation email.

Can we request preferential seating?

・Bus code starting from a (X) or a (Z)
Seats are automatically decided at the time of reservation.
We do not accept any requests to change seats.
Please sit in the seat that you are allocated.

・Other buses
If you communicate with the contact center, it is possible to inform them of any preferences for example sitting at the rear or front of the bus and window or aisle seating.
They will try their best to fulfill your requests.
We ask for your understanding.

Seating is arranged by number and ratio of make to female passengers , etc.
Some bus companies will not accept specific seating requests.
Please make sure to confirm your seat on the day of travel.

* Please confirm the bus code in the booking confirmation email.

Will I be seated next to the people I booked with?

・Bus code starting from a (X) or a (Z)
Seats are automatically decided at the time of reservation.
So, there is a possibility that you will not be seated next to members of the same group.
We do not accept any requests to change seats.
Please sit in the seat that you are allocated.

・Other buses
If you are in an odd numbered group and have a reservation in a 4 seat per row bus, we will aim to seat you next to members of the same group.
We will always aim to keep you seated with members of your group.

However, the seats are decided based on the number of people, sex of passengers and other conditions.
Due to this you may be seated apart from other members of your group.
We appreciate your understanding.

* Please confirm the bus code in the booking confirmation email.

Are infants required to have their own seats?

It is absolutely required.

Most bus companies do not allow on-lap carriages.
It is necessary that all passengers wear seat belts, for safety reasons passengers are not permitted to carry infants on their laps throughout the journey.
Reservations are made for one person per seat, please make sure to travel wearing a seat belt.
* Child seats are not provided. We appreciate your understanding.

For long journeys and night buses, as it may cause a disturbance to other passengers we do not recommend that you travel with young children. That decision can only be made by the parents or guardian.

Reservation Confirmation

I want to confirm my reservation.

Visit your my page or check the booking confirmation email you received at the time of reservation.

My page
▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

I have completed my reservation, but I have yet to receive a confirmation email.

Confirmation emails are sent to the provided email address automatically once each highway bus reservation has been made.
No email will be sent after booking the unlimited ride pass.
If your mail is not received, please check the below.

1. That there are no mistakes in the email address provided.
Please check the email address you registered with from the "My Page".
▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

2. Junk Mail settings
Mails may be prevented from being received due to junk email settings.

Example
* There may be a limit to the number of characters allowed to be received.
* Emails containing URLs
* Emails containing attachments.

Either turn of your email firewall, or change your settings to allow emails from [info@japapass.com].
▶Firewall settings are blocking emails (NTTdocomo・au・softbank・WILLCOM)

3. The emails are being diverted to your junk email folder.
Emails may be automatically diverted to your junk email folder.
Please check your junk email folder.
▶ Emails are being diverted to the junk email folder (Gmail and Yahoo!)

4. You may have an email address that does not send or receive emails.
There are some emails that are not setup to receive internet emails, so do not operate as expected Example Email addresses with a "."
before the @ Email addresses with a long string of symbols or numbers.

In the past it was possible to use this kind of e-mail address, but as a proportion of these email addresses cause errors.
Most phone companies do not allow these email addresses to be used.
We request that you refrain from registering with these types of email address listed above.
▶My email address contains consecutive symbols or letters (Microsoft・NTTdocomo・au・softbank)

Amendments

Can changes be made to the unlimited ride bus pass plan or start date?

Unfortunately changes can not be made to the unlimited ride bus pass plan or start date.
If you are not able to board the bus you have booked, you will have to cancel your reservation and make a new booking for your desired start date and plan.
* After reservation, you will be charged a cancellation fee based on the cancellation policy.

Cancellations can not be made by email.
Please follow the procedure as detailed below.

Cancellations can be made up until 23:59 the day before the unlimited ride pass start date. Please process the cancellation via "My Page".
After the start date of the unlimited ride pass, any cancellation is unacceptable. No refund will be available.

▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

Can changes be made to the highway bus or date and time?

Those changes are accepted.
Please cancel the registered highway bus and register a new for your desired date and bus.
* No cancellation fee will be charged.

Cancellations can not be made by email.
Please follow the procedure as detailed below.

Each night bus cancellations can be made up until 23:59 on the day before departure. Day buses must be cancelled by 17:00 the day before departure. Please process the cancellation via "My Page".
From the day onwards, any cancellation is unacceptable.

▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

Cancellation

I want to cancel, what should I do?

Cancellations can not be made via email.
Please follow the procedure as detailed below.

<< Unlimited Bus Pass Cancellation >>
Cancellations can be made up until 23:59 the day before the unlimited ride pass start date. Please process the cancellation via "My Page".
After the start date of the unlimited ride pass, any cancellation is unacceptable. No refund will be available.

* If you have purchased an unlimited ride pass at a travel agency, you cannot cancel with Japapass. Please contact the company you have made the reservation with.

<< Highway Bus Cancellation >>
Each night bus cancellations can be made up until 23:59 on the day before departure. Day buses must be cancelled by 17:00 the day before departure. Please process the cancellation via "My Page".
From the day onwards, any cancellation is unacceptable.

▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

When will I incur a cancellation charge for the unlimited ride bus pass?

Cancellation policy varies by plan.

Please check your "My Page" or confirm by checking the confirmation email you received after making a reservation.
▶Purchased an unlimited pass at Japapass

* If you have purchased an unlimited ride pass at a travel agency, you cannot cancel with Japapass. Please contact the company you have made the reservation with.

Will I incur a cancellation charge for each highway bus?

No cancellation fee will be charged.

Cancellations can not be made by email.
Please follow the procedure as detailed below.

Each night bus cancellations can be made up until 23:59 on the day before departure. Day buses must be cancelled by 17:00 the day before departure. Please process the cancellation via "My Page".
From the day onwards, any cancellation is unacceptable.

▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

What are the available methods of payment?

We only accept credit or debit card payments.
Insert your credit or debit details when making a reservation and you can complete payment whilst making your reservation
Depending on how many days before start date you made your booking may already be subject to cancellation charges.

If you are owed a refund due to a cancellation, it will be repaid to the credit or debit card the transaction was made from.
There are no cancellation service charges.

Can I pay by cash directly at the boarding location in the day of departure?

Unfortunately, you cannot pay by cash directly at the boarding location.
We ask that payments be made via credit cards at the time of booking reservations.

I can only choose credit or debit card transactions. Are there any other payment methods available?

Unfortunately, we only accept credit or debit card payments.

What card type can be used when booking by credit or debit card?

The below cards are accepted.
（DC/ VISA / MasterCard / American Express / JCB / Diners Club)

American Express Cards are 4-6-5 digits,
however when inserting the card number you will have to insert them into 4-4-4-3 digits.

Can receipts be provided?

We can provide these via email.
Please provide us with the following details below.
Please contact Japapass Customer Support Center.

* If you have purchased an unlimited ride pass at a travel agency, you cannot cancel with Japapass. Please contact the company you have made the reservation with.

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◆Requirements
・Reservation number：
・Name required on recepit (field must be completed)：
・Details：
　*If there are no requests then insert「Highway bus boarding fee」

In case of reservations for groups of over 2 people,
- You will be issued with a 1 receipt covering the sum cost, or 1 receipt per individual covering 1 individual's costs.
-------------------------------------

▶✉ Contact Customer Support

Are there transaction fees for refunds?

Refunds do not incur any transaction fees.
Refunds are paid to your credit or debit card company so there will be no bank transfer or administrative fees.

How are credit or debit card refunds processed?

Refunds are paid directly to your credit or debit card.
Many billing statement is added onto like the following「3,000 JPY」; but for refunds, the billing statement will be written like the following「-3,000 JPY」
Furthermore, we will be using our company name "オンライントラベル (Online Travel)" or "高速バスドットコム (Kosokubus.com)" for this refund.

If the cancellation is made after the cut off point for your credit or debit card, then your refund may come one month after initial payment.

Depending on credit or debit card company, itemized details of the refund may not be visible on your statement and you may just be shown a balanced amount.
In the case that you have received a billing statement less than expected, we kindly ask that you confirm the details of the refund with your credit or debit card company; as the regulations vary with each credit or debit card company, and we are unable to give a specific answer.

When are credit or debit card refunds made?

This will vary by credit or debit card company and their respective cut-off deadlines.
Please contact your card company directly regarding refunds.

If you cancel your booking after your credit or debit card cut off date, your refund may be paid after the money has been taken from your account.

What name will appear on the card statement?

Our company name will appear as "オンライントラベル (Online Travel)" or "高速バスドットコム (Kosokubus.com)".

Is it possible to board a highway bus without a registration?

The seats provided by Japapass require that a pre-registration is made.
If a registration is not made beforehand, it will not be possible to board the bus.
We request that all registrations are made through our website.

How many minutes before departure time should we arrive at the boarding location?

The bus will depart as scheduled. Please arrive at 10 to 15 minutes before the departure time.
Depending on the bus, there may be other gathering times besides the departure time. In that case please make sure to arrive until the gathering time.

What should I do once I arrive at the boarding location?

This will vary depending on the bus and boarding location.
If there is a designated boarding point please contact a member of staff.
If there is not a designated meeting place then registration may be done by the bus staff, so please wait for the bus to arrive.

Attendants and bus staff will not call out for passengers, so please make sure to confirm your bus by yourself.

On the day of departure, will there be a member of staff at the boarding location?

This will depend on the bus booked and the boarding location.
If a meeting place has been indicated, then there will be a member of staff stationed there.
If there is no meeting point, then it is highly possible that there will be no member of staff present.In this case a member of the bus crew will handle boarding procedures.

Furthermore, the bus driver and or staff, will not check or call out for passengers that have not baorded.
We ask that passengers confirm their own bus.

What should we show when we board the bus?

This depends on the registered bus.
Please refer to the followings.

1. Buses that have the name [PDF ticket]
PDF ticket attached with your confirmation email or My page

2. For buses other than the above.
Your confirmation email or My page

Show your confirmation email on a mobile or tablet or print out a physical copy.

Is it required to exchange tickets?

There is no need.
Show your confirmation email or the PDF ticket on a mobile or tablet or print out a physical copy.

I have no clue where the boarding location (gathering place) is. What should I do?

You can check the map URL of the boarding location from either your confirmation email or My Page.
▶Purchased an unlimited pass at Japapass
▶Purchased an unlimited pass at a travel agency, etc.

To see the map of the boarding location, you need to be connected to the internet.
Please check and confirm the location of the boarding location by yourself before you depart.

In case it still does not work as listed above, please contact Japapass Customer Support Center.
▶✉ Contact Customer Support

How about luggage size?

Stored luggage sizes vary by bus booked.
Please check the specific details for the bus that you intend on using at highway bus search page or your confirmation email.
(There are even some buses that have no trunk available)

In terms of carry on luggage there is not a specific size limit, but the passenger must be able to carry it on their lap or by their feet without causing an inconvenience to other passengers.

Suitcases are not allowed aboard the bus as they may prevent passengers from reclining their seats. We also ask that customers refrain from putting luggage in the aisles.

What do we do if the size of our suitcase exceeds the size given?

The bus staff will not physically measure your luggage, but if it is too large to fit in the trunk or is clearly over-sized, the bus staff may refuse to carry it on board.
If there is trunk space then at the bus staff's discretion, you may be allowed to carry it on board.
This can not be guaranteed so we request that all customers bring luggage that fits within the size perimeters given.

There is no set size limit for carry on luggage.
However, it needs to be carried on the passengers lap or stored by their feet.
If you have 2 or more pieces of luggage we suggest that you split them and store one in the trunk and carry one aboard the bus.

How about carry-on luggage?

In terms of carry-on luggage there is no specific size limits, but the passenger must be able to carry it on their lap or by their feet without causing an inconvenience to other passengers.

Suitcases are not allowed aboard the bus as they may prevent passengers from reclining their seats.
We also ask that customers refrain from putting luggage in the aisles.

I forgot something on the bus.

We will confirm whether or not your lost property is found on the bus.
Please inform us of the details below to Japapass Customer Support Center.

-------------------------------------
◆Requirements

Booking number:
Lost item:
Colour and shape (as specific as possible):
-------------------------------------

▶✉ Contact Customer Support

If your lost property is found there are two ways of retrieving it.
1. Collect it from the bus company's lost property office. (free)
2. Postage withing Japan using payment on receipt (requires a fee)*

* We can not confirm the price of the payment on receipt postal service, this will be confirmed when you receive the item.

Please note that we can not post lost property overseas. We appreciate your understanding.

Are there any bathroom breaks?

Though it also varies by bus, we will take bathroom breaks in a pace of one time every 2 ~ 3 hours.
However, in the case of buses that includes bathrooms, there may be cases where you will depart after stopping over in service areas to change crew-members.