Ticket Exchange and Refund Policy

Ticketing

Ticket Exchange and Refund Policy

Ticket Changes

Unused Ticket Exchanges

  • A valid unused ticket can be changed only once to a different ticket of the same category without any handling charges (but there are some exceptions). In this case, any difference in the fare will be collected, and when there is a balance left over, this will be repaid to you.
  • If a second change is necessary, please request a refund at a JR Ticket Office in stations or travel agencies, and then purchase your new desired ticket. A specified handling charge will be applied when refunding your ticket.
  • A reserved seat ticket can be changed only before the departure of the train on which the original seat was reserved. The ticket is not valid after the departure of that train.
  • For changes of reserved seat tickets, please ask within the time that reserved seat tickets are sold at a JR Ticket Office or similar.
  • It is not possible for JR EAST to refund tickets purchased using a credit card in stations other than those of JR EAST and travel agencies. Please speak with the station or travel agency where you made your purchase.
Ticket Exchanges – first time
Ticket Exchanges – first time — A ticket may be changed to another of the same category once without any handling charge. — Terms: Unused tickets, Tickets within the valid period (some exceptions apply)
Ticket Exchanges – second time
Ticket Exchanges – second time — Purchase a new ticket after the refund
Reserved Seat Ticket Exchanges
Reserved Seat Ticket Exchanges — Exchanges can be made at JR Ticket Offices (Midori-no-madoguchi) where reserved seat tickets are sold (during operating hours) — Terms: Exchanges must be made before the train  
 leaves from the boarding station

Changes after the Start of Your Trip

  • If you wish to make a change to your ticket after the start of your trip, any additional fares or charges must be paid, but previously paid fares or charges will not be refunded even if you overpaid. However, for basic fare tickets, if there is an unused segment of at least 101 km, a refund will be possible.

Note:

  • ・Passes cannot be exchanged for a different type of pass or exchanged for a train ticket, and the validity period cannot be changed.

Ticket Refunds

Refunds for Unused Tickets

  • Any unused, valid ticket can be refunded after a deduction of the specified cancellation charge.
  • It is not possible for JR EAST to refund tickets purchased using a credit card in stations other than those of JR EAST and travel agencies. Please speak with the station or travel agency where you made your purchase.

Note:

  • ・Except when special conditions apply, pass refunds are available only at sales locations through the day before the validity period begins. A handling fee applies. Refunds are not made for issued seat tickets after the train departure time.

In the Event of Missing a Train

Limited Express reserved seat tickets, Green Car tickets and similar are not valid after the departure of the specified train, and no refunds can be made. For limited express reserved seat tickets, even when you miss the train, you will be entitled to be seated in an non-reserved seat in an Ordinary car on a later train on the same day. However, if you use a reserved seat, you will be required to pay the full amount of the Limited Express reserved seat charge.

Lost and stolen tickets

If your ticket is lost or stolen, see a station ticket office or a train attendant and request a repurchase of the same ticket. Repurchased tickets are marked as such. A reserved seat ticket can be repurchased only for a reserved seat on the same train. When you arrive at your destination, your repurchased ticket will be stamped indicating receipt of repayment. Please retain it as a receipt.

If you should find the lost ticket within one year, bring it with the repurchased ticket marked as receipt of repayment to a station. The fare/charge of the ticket indicated on the repurchased ticket will be refunded after deducting a handling charge. For more information, please see a JR Ticket Office (Midori-no-madoguchi) in a JR station or a travel agent.


Notes:

  • ・Passes, such as the JR EAST PASS, and certain discounted products are excluded.

Train cancelations and delays

When operation of a train is canceled or delayed due to an accident or other extenuating circumstances, the JR Transportation Contract will be followed without exception. The main provisions of the JR Transportation Contract are as below.

  
  1. Train service cancelations
    A full refund is made of fares and charges when a trip is canceled. When there is a service cancelation during a trip, the fare for the interval not traveled is refunded. In addition, any charges for limited express and express trains and other such canceled travel are refunded.

    If limited express train service is canceled before the destination station is reached, service on a subsequent limited express or express train is provided, and if express train service is canceled before the destination station is reached, service on a subsequent express train is provided. In such cases, all limited express and express train charges are refunded for the canceled service except as noted below.

    For service canceled in the Shinagawa–Tokyo interval (including Tokaido Shinkansen service), the Ueno–Tokyo/Shinagawa interval, the Osaka–Shin-Osaka interval, and the Omiya–Ueno/Tokyo and Ueno–Tokyo intervals on the Tohoku, Joetsu and Hokuriku Shinkansens, only the limited express and express train charge difference between the Shinkansen and other train is refunded. Sleeper car charges are fully refunded if a portion or the entirety of an interval cannot be used from the start of use until 6:00 the next morning.

    In addition, return travel to the departing station is provided at no charge. In this case, all fares and charges are refunded.
  2. Train delays
    A full refund of limited express/express train charges is made if a limited express/express train arrives late by two hours or more. Cases of a train delay resulting in a missed connection, which then results in an arrival two hours or more beyond the scheduled time, necessitating canceling travel mid-trip or returning to the departing station are handled in the same way as service cancelations.
    For refunds, see a JR Ticket Office (Midori-no-madoguchi) in a train station or a travel agent.

    Notes:
    ・No extension of the validity period or refund is made for the JR EAST PASS or other passes after the start of use due to cancelation of train service, delays or any other reason.
    ・JR EAST does not accept responsibility for additional costs, including transportation and accommodation fees that occur due to a change in itinerary caused by a delay.

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As of October 2015.