Willer Travel Arvostelua 4

Worst experience with a travel compagny in Japan

Willer Bus in Japan is highly unsafe. Employes does not speak english and they are rude and unpolite. Fo not oay in avance the tickets through the app you risk to have your money stolen. Seats equipment are unsafe in case of Road Casualties. Please choose the Train.

Such a bad experience with their site! I tried to book a bus ticket and after I put my credit card information they started to ask me some unreasonable questions (something about my bank) and then the site just refreshed. I didn’t know if they charged me and the bus got delayed because of me (had to buy a ticket from the ticket office). I got lucky this time but eventually a horrible experience. Never going to use this site again.

I recently purchased a Japan Bus Pass through this company’s website, expecting a smooth and convenient travel experience. Unfortunately, it turned into a frustrating and disappointing ordeal.

While a travel companion—who booked the same pass under similar conditions—had no issues reserving a seat from Fukuoka to Hiroshima, I encountered a system failure that prevented me from making a reservation. Despite explaining the situation to the bus driver using a translation app, I was initially denied boarding. After about 20 minutes of back-and-forth, I was reluctantly allowed on—only to be asked to pay 4,500 yen in cash during a rest stop. The driver’s attitude throughout was dismissive and unnecessarily rude.

I reached out to customer support via chat and email, providing screenshots and asking for help before reaching my destination. After receiving no response for over two hours, I followed up again and was simply told to wait for an email. Another passenger kindly lent me a phone so I could call support, but the phone representative was similarly unhelpful and unwilling to escalate the matter.

Eventually, I received an email stating that no refund would be issued and was instead offered the option to cancel the entire pass—a response that felt both unfair and inadequate. I had even suggested a reasonable compromise: cancel just one of the five travel days and apply that credit to the fare I was wrongly charged. This proposal was ignored.

In the end, I paid an additional 4,500 yen for a trip that should have been covered by the pass, and received no meaningful support. As someone with a background in customer service, I was genuinely surprised by the lack of empathy and accountability shown. For a traveler, that’s not an insignificant amount—and for a company of this size, the failure to offer a basic resolution was incredibly disappointing.

Japan is widely known for its hospitality, but sadly, my experience with this service did not reflect that at all.

I hope this feedback is taken seriously, and that better systems and support are put in place for future travelers.

— A disappointed customer