Q.[Suspension of Shinkansen services, or delays of 2 hours-plus] What should I do if the reserved train has been suspended from service, or there is a delay of 2 hours-plus or more to the train I boarded?
In the event of a suspension in services or a delay of 2 hours or more, we will refund the amounts determined below to the credit card used to make payment.
When boarding with an IC card or QR-Ticket
Refund will be based on records of the IC card acquired from the automatic ticket gate (or ticket booth machines). Refunds will be issued automatically, so members do not need to process them themselves.
When boarding with a ticket
If you have already picked up your tickets, we will refund them at ticket booths or fare adjustment offices in JR Central/JR West/JR Kyushu stations. Alternatively, if the station ticket booths are congested, please get your tickets "validated for a refund". For refund, please bring the validated tickets to a ticket booth or fare adjustment office at a JR Central/JR West/JR Kyushu station within a year of the date of validation.
● If the train you intended to board is suspended
① When changing to another train
Please see here for details.
② When canceling your trip
We will refund in full with no fees charged.
● The train you boarded was delayed by 2 hours or more; or alternatively the train operation was suspended at an intermediate station.
① The train was at least 2 hours late arriving at its destination.
We will refund the "specified amount" for each boarding section reserved.
* Please see "Refund reservations" for details.
② The journey is canceled at an intermediate station.
We will refund the fare for the boarding sections not traveled and the "specified amount" for each boarding section reserved; up to a maximum refund equivalent to the sales price. (note)
③ Operation of the train on which you are traveling is canceled en route to your destination.
You may take another, later train (a Tokaido Sanyo Kyushu Shinkansen only). In this case we will refund the "specified amount" for each boarding section reserved. Please see “Refund reservations” for details. (note)
④ The train returns to the departure station as per your reservation.
You will be transported back to the departure station free of charge. In this case you will also be refunded in full with no fees charged.
(note) Shinagawa will be regarded as the disembarking station for reservations due to arrive at Tokyo Station if passengers are unable to travel between Shinagawa and Tokyo; and we will refund any difference between (i) the normal fare from Shinagawa to Tokyo and the specified amounts for your reserved boarding sections, and (ii) the specified amounts from your reserved station to Shinagawa.
● Other Conditions
- In addition, our company may refund some products received via this Service under terms and conditions stipulated elsewhere.
* Unless stipulated in our terms and conditions, the company shall assume no liability whatsoever for any disadvantages suffered by members as a result of suspended operations or train delays, etc.
When boarding with an IC card or QR-Ticket
Refund will be based on records of the IC card acquired from the automatic ticket gate (or ticket booth machines). Refunds will be issued automatically, so members do not need to process them themselves.
When boarding with a ticket
If you have already picked up your tickets, we will refund them at ticket booths or fare adjustment offices in JR Central/JR West/JR Kyushu stations. Alternatively, if the station ticket booths are congested, please get your tickets "validated for a refund". For refund, please bring the validated tickets to a ticket booth or fare adjustment office at a JR Central/JR West/JR Kyushu station within a year of the date of validation.
● If the train you intended to board is suspended
① When changing to another train
Please see here for details.
② When canceling your trip
We will refund in full with no fees charged.
● The train you boarded was delayed by 2 hours or more; or alternatively the train operation was suspended at an intermediate station.
① The train was at least 2 hours late arriving at its destination.
We will refund the "specified amount" for each boarding section reserved.
* Please see "Refund reservations" for details.
② The journey is canceled at an intermediate station.
We will refund the fare for the boarding sections not traveled and the "specified amount" for each boarding section reserved; up to a maximum refund equivalent to the sales price. (note)
③ Operation of the train on which you are traveling is canceled en route to your destination.
You may take another, later train (a Tokaido Sanyo Kyushu Shinkansen only). In this case we will refund the "specified amount" for each boarding section reserved. Please see “Refund reservations” for details. (note)
④ The train returns to the departure station as per your reservation.
You will be transported back to the departure station free of charge. In this case you will also be refunded in full with no fees charged.
(note) Shinagawa will be regarded as the disembarking station for reservations due to arrive at Tokyo Station if passengers are unable to travel between Shinagawa and Tokyo; and we will refund any difference between (i) the normal fare from Shinagawa to Tokyo and the specified amounts for your reserved boarding sections, and (ii) the specified amounts from your reserved station to Shinagawa.
● Other Conditions
- In addition, our company may refund some products received via this Service under terms and conditions stipulated elsewhere.
* Unless stipulated in our terms and conditions, the company shall assume no liability whatsoever for any disadvantages suffered by members as a result of suspended operations or train delays, etc.