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Although train travel in Japan is a wonderful experience, some things occasionally go wrong. Below we describe what to do if you lose a rail ticket or if rail service is suspended or delayed. It is important to note that different regulations may apply for holders of a Japan Rail Pass or regional rail pass. Please go to the Rail Pass section for more information. |
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If you lose your ticket, please notify the attendant at the
station ticket window or a member of the train crew, and then
purchase another ticket as a replacement for the one that
was lost (such tickets are marked with (reissue for lost ticket).
For reserved-seat tickets, this applies only to reserved-seat
tickets for the same train. At the destination station, receive
a "receipt for ticket reissue" for the replacement ticket
and keep this as your proof of ticket reissue.
If the lost ticket is found within one year, please take the
ticket together with the "receipt for ticket reissue" to the
fare adjustment counter of a station. The amount of the fares
and fees shown on the "receipt for ticket reissue" corresponding
to the found ticket will be refunded, minus a refund fee of
¥210 (¥320 four reserved-seat tickets).
These
conditions also apply to stolen tickets. |
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Sales will be suspended for tickets departing from, arriving
at, or passing through the area where trains are not operating.
If it becomes possible to make connections with other means
of transportation, such as buses, or if a detour can be made
around the affected area, the affected area will be considered
open for operation and the corresponding tickets will be sold.
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If you decide to cancel your trip, the entire amount of the
fares and fees will be refunded. If you decide to cancel your
trip along the way, the fare for the unused portion of the ticket
will be refunded. In such cases, the full amount of the limited
express/express fee for the train not operating will be refunded.
If you are traveling on a limited express train and train operation
is suspended before you reach your destination, you will be
able to board another limited express/express train after operation
resumes (if the train taken out of operation is an express train,
you can use subsequent express trains). In this case, the entire
amount of the limited express/express fee for the train taken
out of operation will be refunded.
If limited express/express
operation is suspended only for the area between Osaka and Shin-Osaka,
only the amount corresponding to the difference in the limited
express/express fee will be refunded.
If train operation is suspended, you will also be able to return
to your departure station at no cost. In this case, the entire
amount of the ticket fares and fees will be refunded.
For discount tickets, the refund system varies depending on
the type of ticket. Please consult a station or train attendant.
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If a limited express or express train is late by at least
two hours from the scheduled arrival time, the full amount
of the limited express/express fee will be refunded.
If
you arrive at least two hours late from the designated arrival
time due to missing a train connection because a train was
running late, and as a result, you decide to cancel your trip
along the way or return to the original departure station,
fare refunds, etc., will be handled in the same way as when
train operation is suspended.
For
discount tickets that can be used on limited express and express
trains, the handling of refunds varies with the type of ticket.
Please consult a station attendant for more information about
ticket refunds. |
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