Q.I was informed to process the refund by myself if I want to cancel the journey due to train delay. What should I do?
In the event of significant train delays or suspension of services, members can process their own refunds free of charge.(*)
Members will be informed of any refunds they can process free of charge through emergency notifications that will appear at the top of the login screen, which will give details of the boarding section affected and how the situation is being handled. If you are not using a reservation that includes the affected boarding sections, please login to this service, go to the reservation from "My Trips" and process a refund from "Details (Change/Refund)" by yourself before the departure time of your reserved train.
(*) In this case, a process of change or refund can be made until your reserved train departs from the boarding station. (However, in case of your boarding station is in the Kyushu Shinkansen section, a process of refund or change can be made within the boarding date even after your reserved train has departed from the boarding station.)
Please note that if you have already picked up your tickets, you can claim a refund at ticket booths at main JR Central, JR West or JR Kyushu stations within a year of the boarding date.
Members will be informed of any refunds they can process free of charge through emergency notifications that will appear at the top of the login screen, which will give details of the boarding section affected and how the situation is being handled. If you are not using a reservation that includes the affected boarding sections, please login to this service, go to the reservation from "My Trips" and process a refund from "Details (Change/Refund)" by yourself before the departure time of your reserved train.
(*) In this case, a process of change or refund can be made until your reserved train departs from the boarding station. (However, in case of your boarding station is in the Kyushu Shinkansen section, a process of refund or change can be made within the boarding date even after your reserved train has departed from the boarding station.)
Please note that if you have already picked up your tickets, you can claim a refund at ticket booths at main JR Central, JR West or JR Kyushu stations within a year of the boarding date.