Japan Rail Pass bought via Trainline

askoromiteel

I am going to Japan in October and have bought a Jr pass via the Trainline after seeing their webpage about this (unable to link but google train line jr pass).

I’ve used them for Uk train travel and was reassured by buying a JR pass through them based on them being a reputable UK company and all the information on the web page. However, they are partnered with 12go and this is where the issue has been. Upon making payment, my card was declined (contacted my bank and they couldn’t explain why) and I managed to pay eventually. I received a confirmation email shortly after paying which said:

We received your payment and will purchase the tickets with the operating company. 
Tickets are typically sent according to the time under the booking number below. However, depending on the time of purchase, operational procedures, holidays, etc., you may receive them earlier or later. 

Once the tickets are secured, we will email you the ticket/voucher and boarding instructions. 

Please reply to this email if you need to contact our support team.

This was over 5 weeks ago and I’ve received nothing since. I should be sent an exchange voucher in the post to take to Japan with me. I’ve contacted their support, they reply quickly but can’t get any sort of ETA out of them, just that they are monitoring progress of my booking and will notify me of any updates.

Also contacted Trainline support and they won’t help, told me to contact 12go and wouldn’t look into it any further.

Ive since read some really poor reviews of 12go online. Has anyone else bought a JR pass via the Trainline?

Thanks

Labtebricolist

We go to Japan often and we always buy it from the JR official website. However, I know others who have bought through re-sellers and if you’re not going until October I’d wait another couple of weeks before starting to get too worried.

martindow

Too late now, but Seat61 (the bible for international rail travel) recommends buying from one of three companies, none of which is Trainline.

https://www.seat61.com/Japan.htm#How_to_buy_a_Japan_Rail_Pass

Hope it all works out and have a look at Seat61 if you haven't already for advice on using the rail network there.

daveyjp

Juat avoid Trainline.  Every penny spent on marketing is less spent on delivery.

askoromiteel

Labtebricolist said:

We go to Japan often and we always buy it from the JR official website. However, I know others who have bought through re-sellers and if you’re not going until October I’d wait another couple of weeks before starting to get too worried.

Thanks - I wish I had used that website as I’d looked on it too, but too late now. I go 22nd Oct and 12go did ask for the date when booking so maybe they are working towards this date. Is it normal to receive the exchange voucher closer to the time?

Labtebricolist

I’d say 3-4 weeks before…