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Procedures in Case of Train Delays or Suspension of Services

What is service status? Is there any train delay or suspension of services?

Please confirm following website for service status of Tokaido Sanyo Shinkansen.

We will announce the service status information with our twitter account when Tokaido Shinkansen is expected to delay for more than 10 minutes.

How can I confirm important information such as handling/refunding of tickets when a train has significant delays or suspensions?

We will inform the members of emergency or important notification, such as handling/refunding of the reservation when trains are delayed significantly or suspended, at the top of the App screen.
Please note that JR Central (yoyaku@expy.jp) may send notice* to the registered email address in the case of emergency.

  • It will be written in both Japanese and English.

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 App screen after login, 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 the App, go to the reservation list from the side menu and process a refund from "Details (change/refund)" by him or herself.

Please note that if you have already picked up your tickets, you can claim a refund at ticket booths at main JR Central or JR West stations within a year of the boarding date.

[JR line delays] What should I do if significant delays in other JR Shinkansen or conventional lines mean that I miss the Shinkansen reserved with this Service?

[If you have not yet picked up your tickets, or alternatively if you have yet to enter the ticket gate using an IC card]

  • If it is before the scheduled departure time of your reserved train
    We regret any inconvenience, but we would ask customers process the change to their trains themselves.
  • If it is after the scheduled departure time of your reserved train
    Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks). Alternatively please travel in a non-reserved seat on any train, provided that the train is on the same boarding date.

[If you have already picked up the tickets, or if you are unable to process the change yourself]
Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
If there is a significant delay with another JR Shinkansen or conventional line, then we will offer support to find you a reserved seat on a later Shinkansen if there are any vacant seats, etc.
Furthermore, if the ticket booths are congested and you need to board a train without first changing your ticket, please report to the conductor on the train you have boarded. We will offer support to find a reserved seat if there are any vacant seats, etc.

[JR line delays] ≪Reservation for a Hayatoku product≫ What should I do if significant delays in other JR Shinkansen or conventional lines mean that I miss the Shinkansen reserved with this Service?

[If you have not yet picked up your tickets, or alternatively if you have yet to enter the ticket gate using an IC card]
Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
While it depends on the situation with train delays on conventional lines, if there is a significant delay then we will offer support to find you a reserved seat on a later Shinkansen if there are any vacant seats, etc.
Furthermore, if the ticket booths are congested and you need to board a train without first changing your ticket, please report to the conductor on the train you have boarded. We will offer support to find a reserved seat if there are any vacant seats, etc.

[If you have already picked up the tickets, or if you are unable to process the change yourself]
Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).

  • Please note that if you process the reservation change yourself, it will be changed to a regular smartEX Service, etc., and you will be liable for any difference in price with the Hayatoku product.
  • We cannot promise that we will be able to help you find a reserved seat on a later Shinkansen in the event of a train delay. Please get to the station in plenty of time.
  • The above is for significant delays in "other JR Shinkansen or conventional lines": If you are using other transportation, then you cannot travel on trains other than specified trains (this includes non-reserved seats). If you miss a train, you should have a ticket issued at a station ticket booth and we will refund the equivalent fare. In addition, please make a new reservation by yourself if you are get on a Shinkansen.

[Shinkansen delays] ≪When using an IC card to board≫ What should I do if there is a delay on the Tokaido Sanyo Shinkansen and I would like to change to an earlier train than the one I reserved with this Service?

[If you are using an IC card and have yet to enter ticket gate]

  • Changing your reservation to a train leaving before your scheduled departure time

    We regret any inconvenience, but we would ask you process the change to your train yourself.

    In the event of significant train delays or suspension of services, members can process their own refunds free of charge. In this event, you can also process reservation changes/refunds after the scheduled departure time.

  • Changing to a train that has yet to arrive at the boarding station, even though it is already past your scheduled departure time

    Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks). If you are unable to change your reservation due to congestion at the ticket booths, please get on the train you want and speak to the train conductor. We will offer support to find a reserved seat if there are any vacant seats, etc.

[If you are unable to process the change yourself]
Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
If you are unable to change your reservation due to congestion at the ticket booths, please get on the train you want and speak to the train conductor. We will offer support to find a reserved seat if there are any vacant seats, etc.

[Once you have entered the ticket gate using an IC card]
Please speak to a member of the station staff at the ticket gate, hand back your "Seat Information" and then ask for the "go back to the stage before you entered the ticket gate" (The reservation itself will not be canceled - it will be classified as "unused"). Next, please follow the procedures listed under [If you are using an IC card and have yet to enter the ticket gate] above.

If you want to cancel your trip, please inquire at a station ticket booth. A refund will be issued or the necessary validation will be made.

[Shinkansen delays] ≪When traveling using a ticket you have picked up for a product reserved under this Service≫ What should I do if there is a delay on the Tokaido Sanyo Shinkansen and I would like to change to an earlier train than the one I reserved with this Service?

[If you have not yet picked up your ticket]

  • Changing your reservation to a train leaving before your scheduled departure time

    We regret any inconvenience, but we would ask you process the change to your train yourself.

    In the event of significant train delays or suspension of services, members can process their own refunds free of charge. In this event, you can also process reservation changes/refunds after the scheduled departure time.

  • Changing to a train that has yet to arrive at the boarding station, even though it is already past your scheduled departure time.

    Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
    If you are unable to change your reservation due to congestion at the ticket booths, please get on the train you want and speak to the train conductor. We will offer support to find a reserved seat if there are any vacant seats, etc.

[If you have already picked up the tickets, or if you are unable to process the change yourself]
Please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
If you are unable to change your reservation due to congestion at the ticket booths, please get on the train you want and speak to the train conductor. We will offer support to find a reserved seat if there are any vacant seats, etc.

[Once you have entered the ticket gate]
Please apply to a member of the station staff at the ticket gate and get "validation of canceled entrance" before exiting back through the ticket gate; then please inquire at the ticket booths at Tokaido Sanyo Shinkansen stations (JR Central/JR West ticket sales desks).
If you are unable to change your reservation due to congestion at the ticket booths, please get on the train you want and speak to the train conductor. We will offer support to find a reserved seat if there are any vacant seats, etc.

If you want to cancel your trip, please inquire at a station ticket booth. A refund will be issued or the necessary validation will be made.

[Shinkansen delays] ≪If you have reserved a Hayatoku product≫ What should I do if there is a delay on the Tokaido Sanyo Shinkansen and I would like to change to an earlier train than the one I reserved with this Service?

"Hayatoku Products" are discounted subject to special "Terms of Use" and are only valid for the train/facilities reserved (they cannot be used to travel on the same train and use other facilities on that train. Nor can they be used to travel on another train - including in non-reserved seats).
However, if there are significant delays, we may be able to offer you another train if there are empty seats in the reserved seat section. For details, please ask a member of the station staff for the Tokaido Sanyo Shinkansen.
Please note that if you process any change yourself, it will be changed to a regular smartEX Service, etc., and you will be liable for any difference in price with the Hayatoku product.

We cannot promise that we will be able to help you find a reserved seat on a later Shinkansen in the event of a train delay. Please get to the station in plenty of time.

[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 >
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 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 station within a year of the date of validation.

● If the train you intended to board is suspended

When changing to another train
Please see FAQ "【Shinkansen delays】 There is a delay on the Tokaido Sanyo Shinkansen and I would like to change to an earlier train than the one I reserved with this Service - What should I do?"

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.

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.

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)

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 Shinkansen only). In this case we will refund the "specified amount" for each boarding section reserved. Please see “Refund reservations” for details. (note)

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.

I am thinking of canceling my trip due to an approaching typhoon, or similar, and significant delays to trains. What should I do about tickets I have already reserved under this Service?

  • Members can process refunds free of charge if travel is interrupted due to the risk of a typhoon approaching or striking; significant train delays or suspension of services; or similar.
  • We will display "Important Notice" at the top of the screen after login to inform members of details of affected boarding sections and how to proceed in cases where they can process their own refunds with no fees charged. If you are not going to use a reservation that includes an affected boarding section, please use the members feature to process your refund.
  • In this case, reservations can be changed or refunded even if the train's departure time (as scheduled in the timetable) has already passed.
  • For discounted round-trip products, you can claim a refund with no fees payable by using a "collective round-trip refund" if both the outbound and return stretches are unused (i.e., before entering the ticket gate with an IC card, or before tickets have been picked up), even if the reservation for the return stretch is for the next day or thereafter (You can also use the members feature to process a return for the return stretch only, if the outbound stretch of the reservation has already been used, or the boarding date has passed).
  • Please note that if you have already picked up your tickets, you can claim a refund at ticket booths at main JR Central or JR West stations within a year of the boarding date.