Q.What should I do if I lose the IC Card used to reserve products under this Service while traveling on the train?
If you lose the IC card registered with this Service, the procedures are different depending on whether you lose it before boarding the train (i.e. before you entered the ticket gate for the Tokaido Sanyo Shinkansen) or while traveling on the train (i.e. after you have passed through the ticket gate for the Tokaido Sanyo Shinkansen).
○ The procedure for cards lost while traveling on the train (once you have entered Tokaido Sanyo Shinkansen ticket gate)
- Please report your IC card as lost to a member of the station staff or the crew and then repurchase non-discounted tickets with the same details (same boarding sections, train, facilities, etc.) as the reservation you made with the lost IC card.
* In this event your tickets will be marked as "Lost and Repurchased" or "Lost."
- If you have the credit card used to make payment or the "Seat Information" that was issued when you passed through the ticket gate then, once a member of staff at the disembarking station has checked the status of the reservation, you will be refunded for any tickets that have been validated as repurchased. For more details, please ask a member of the Shinkansen staff at the disembarking station before you exit the ticket gate.
- Even if you take home a ticket validated as repurchased, you can obtain a refund for your original reservation (less the normal refund charge) if you take it to a JR Central, JR West or JR Kyushu Shinkansen station with the repurchased ticket within one year of the date following that on which the card was lost and the ticket reissued; note that this only applies if there is no record of the lost IC card being used to exit any ticket gate.
* Please note that you cannot claim a refund if there is a record of the IC card being used to exit any ticket gate.
○ The procedure for cards lost while traveling on the train (once you have entered Tokaido Sanyo Shinkansen ticket gate)
- Please report your IC card as lost to a member of the station staff or the crew and then repurchase non-discounted tickets with the same details (same boarding sections, train, facilities, etc.) as the reservation you made with the lost IC card.
* In this event your tickets will be marked as "Lost and Repurchased" or "Lost."
- If you have the credit card used to make payment or the "Seat Information" that was issued when you passed through the ticket gate then, once a member of staff at the disembarking station has checked the status of the reservation, you will be refunded for any tickets that have been validated as repurchased. For more details, please ask a member of the Shinkansen staff at the disembarking station before you exit the ticket gate.
- Even if you take home a ticket validated as repurchased, you can obtain a refund for your original reservation (less the normal refund charge) if you take it to a JR Central, JR West or JR Kyushu Shinkansen station with the repurchased ticket within one year of the date following that on which the card was lost and the ticket reissued; note that this only applies if there is no record of the lost IC card being used to exit any ticket gate.
* Please note that you cannot claim a refund if there is a record of the IC card being used to exit any ticket gate.