Privacy Policy

Privacy Policy

Basic Policy

East Japan Railway Company (“the Company”) (its registered address is 2-2-2, Yoyogi, Shibuya-ku, Tokyo, 151-8578, Japan, the Representative/President and CEO is Yuji Fukasawa) shall comply with all laws and internal regulations pertaining to the protection of personal information (defined as information pertaining to living people wherein any name, date of birth or other datum may be used to identify any individual). The Company shall protect personal privacy by obtaining and using personal information appropriately, maintaining such information safe and up-to-date, and disposing of it by appropriate methods.

Company-wide Privacy Protection Activities

  • (1) The Company shall comply with privacy protection laws.
  • (2) The Company shall establish and comply with privacy protection regulations.
  • (3) The Company shall periodically ascertain whether or not personal information is being handled appropriately, and act to remedy any problems should they be discovered.
  • (4) The Company shall request cooperation from all companies in the JR East Group, and business partners-corporate and otherwise- in achieving the objectives of the internal regulations.
  • (5) The Company’s privacy policy shall be made available to the public at all times, such as by posting it on the Company's website.

Handling Personal Information

The Company shall handle personal information as outlined below except where law permits otherwise.

  • (1) Internal Systems
    The Company shall assign administrators for each item of personal information, and shall manage all such information appropriately.
  • (2) Obtaining Personal Information
    The Company shall specify the purpose of use for and obtain personal information by appropriate means.
  • (3) Use of Personal Information
    In using personal information, the Company fully acknowledges the importance of privacy protection, and shall only use personal information for the stated purposes.
  • (4) Management
    The Company shall implement all necessary safety measures in managing personal information.
  • (5) Personal Rights
    The Company shall acknowledge and respect the rights of those whose personal information the Company possesses. If any such person requests that their personal information be disclosed or revised, or that the Company cease use of such information, the Company shall do so within a reasonable period and within the scope of law.
  • (6) Improvements
    The Company shall continually endeavour to improve its protection of personal privacy.

March 2005
East Japan Railway Company

Details of How We Process Your Personal Data

Details of How We Process Your Personal Data

1. Personal data we collect

We collect the following personal data from customers (“you” or “your”) who are located (or reside) outside Japan for the purposes of business operations and service provision.

(1) Booking/Purchasing of our services/products and exchanging for at our sales/exchange locations

  • (a) Personal data collected when you use our product/service website
    • Our product/service website collects cookie, device number, operating system, action history (accessed URL, contents, order, advertising history, browsing time, browsing method, etc.), location information, and IP address as your access information.
  • (b) Personal data registered for creating an account for the online booking/purchasing website
    • We collect your account information, including name, user name, birthdate, gender, nationality, address, telephone number, e-mail address, credit card number (including tokenized information), and Suica ID.
  • (c) Personal data for booking a reserved seat and issuing/exchanging for at our sales/exchange locations
    • We collect your name, birthdate, nationality, passport number, credit card number (tokenized information), reserved seat information, receipt counter, number of people, reservation number, contact information in Japan, and account information as your reservation information.
  • (d) Personal data related to reservation status and inquiries on the website
    • We collect the date of membership registration, membership number, name, gender, nationality, telephone number (including contact information for residence in Japan), and reply mail address as your inquiry information (In case you forget your password, we also collect your birthdate, gender, and telephone number).
  • (e) Personal data related to purchasing/exchanging of our products at our sales/exchange locations
    • We collect your exchange/sales information which includes the following: your name, nationality, passport number, contact information in Japan (excluding for some of our services), and reservation number. We also collect your credit card number when you purchase our products at our sales/exchange locations by credit card.
  • (f) Personal data you register at the time of reservation on our website/purchase of our products/service
    • We enter your name, e-mail address, nationality, gender, telephone number, credit card number, Pay user information, and password.
  • (g) Personal data related to the use of our service
    • In addition to the information above, we collect your application usage information which includes your location information, browsed page, advertising history, browsing times, browsing methods, and device usage.

(2) Business contact information we collect when attending events or meetings

  • (a) Personal data related to exchanged business cards
    • We collect your name, telephone number, e-mail address, company name, company address, and title/position as business contact information.
  • (b) Personal data collected for sending seasonal greetings and greeting letters
    • We collect your business contact information which includes your name, telephone number, e-mail address, company name and address (including company address).
  • (c) Personal data related to attendee lists
    • We collect your personal data (your name, affiliation, and title/position) provided on attendee lists at international conferences.
  • (d) Personal data used for meetings and invitations
    • We collect your name, background information, career information, and photograph when we meet you or invite you to visit us.
  • (e) Minimum required personal data of our business partners

(3) Receipt of an online application of material procurement

  • (a) Personal data related to an online application of material procurement
    • We collect your name, company name, title/position, e-mail address, and telephone number as the procurement application information.

(4) Information services provided by our mobile applications

  • (a) Personal data related to the registration of our service
    • We collect your IP address, device models, operating system information, and browser information as user access information.
    • We collect user registration information, such as your country of residence, gender, year of birth, and occupation, which users voluntarily provide. (Failure to provide us with such information will have no impact on the use of our service.)
  • (b) Personal data related to the use of our service
    • In addition to the above, we collect location information, browsed page, advertising history, browsing times, browsing methods, and device usage as your application usage information.

(5) Recruitment

  • (a) Personal data of potential employees
    • We collect your name, contact details, employment history, skills such as languages, etc. and any necessary information for recruitment as recruitment information.

(6) Management of Employees

  • (a) Personal data necessary for the management of our employees
    • For employee management purposes, we collect necessary information such as your name, address (including place of residence and country of residence), telephone number, birthdate, gender, family name, family employment information, health status, contact details, background information (including highest level of education), employment history, language skills, etc.
    • For employee management purposes, we collect information (your name, address, telephone number, and e-mail address) included on our name list and in our contact network.
    • For administrative purposes related to our employees, we collect your passport number, visa number, social security number, and bank account information.

(7) Personal data we automatically collect when you use our online (website) services

  • (a) Personal data related to the use of our web site
    • We collect cookies, device number, operating system, action history (accessed URL, contents, order, advertising history, browsing time, browsing method, etc.), location information, and IP address as your access information.
      A cookie is a technology that allows sites to store information in the browser of your computer, etc. and the information can be retrieved later. There are some contents using cookies in our web site. It is possible to disable cookies in your browser settings at any time, but please notice that in this case there may be some contents which cannot function properly or be shown correctly. For more information about cookies, please visit our Cookie Policy.
    • We use Google Analytics. For more information about the data collecting and processing by using Google Analytics, please visit the Google's page below, "How Google uses data when you use our partners' sites or apps" :
      www.google.com/policies/privacy/partners/ (Link)

If you do not provide personal data that are necessary for each operation and service, the business and service may not be able to be provided.

2. The purpose of processing of the collected personal data

We process the collected personal data for the following purposes.

(1) Booking/Purchasing of our services/products and exchanging for at our sales/exchange locations

  • (a) For the conclusion and performance of a contract including provision of our services/products such as tickets, the management of a contract and the after-sales service of provided products/services
  • (b) For the contact necessary for providing our services/products (including the case of requesting delivery agencies to deliver products, etc.)
  • (c) For providing information on our services/products and other information related to our business activities
  • (d) For the billing and credit protection of fares and charges concerning our services/products (including the case of requesting a credit company for credit card payment, etc.)
  • (e) For receiving and responding to your inquiries and requests
  • (f) For registration of membership information for our services/products

(2) Business contact information we collect when attending events or meetings

  • (a) For business card exchange etc.
  • (b) For providing information on our services/products and other information related to our business activities
  • (c) For preparing attendee lists distributed at meetings
  • (d) For meeting and invitations
  • (e) For the negotiation, conclusion and performance of a contract with business partners, and the management of a contract

(3) Receipt of an online application of material procurement

  • (a) For evaluating potential business partners and contacting them

(4) Information services provided by our mobile applications

  • (a) For providing information on our services/products and other information related to our business activities
  • (b) For the market research on our business, or other researches or surveys
  • (c) For sales promotion and other similar activities
  • (d) For receiving and responding to your inquiries and requests
  • (e) For ensuring security of our customers and employees
  • (f) For the selection and development of software, systems, equipment, devices etc. to ensure security
  • (g) For the operation and maintenance of facilities, equipment and devices and the management of the usage status of them
  • (h) For improving the use of our service

(5) Recruitment

  • (a) For recruitment activities and providing information related to recruitment

(6) Management of Employees

  • (a) For employment management (including secondments and transfers)
  • (b) For necessary legal procedures and communications
  • (c) For other procedures and communications necessary for business

(7) Personal data we automatically collect when you use our online (website) services

  • (a) For the market research on our business, or other researches or surveys
  • (b) For business analysis related to our business
  • (c) For ensuring security of our customers and employees
  • (d) For the selection and development of software, systems, equipment, devices etc. for ensure security
  • (e) For the operation and maintenance of facilities, equipment and devices and the management of the usage status of them
  • (f) For analyzing our website usage status

3. The lawful basis for processing of personal data

We process personal data only when we obtain your consent or the processing is permitted by the Japanese law.

If you are located in European Union member states, Iceland, Liechtenstein, and Norway (Hereinafter defined as "EU") or the UK, we process your personal data only if we obtain your consent or at least one of the following conditions applies.

  • (a) When the processing is necessary for the performance of a contract to which you are party or in order to take steps at your request prior to entering into a contract
  • (b) When the processing is necessary for compliance with a legal obligation to which we are subject (e.g. when following the information disclosure orders from government/court based upon laws and regulation announced by government agencies/courts)
  • (c) When the processing is necessary in order to protect the vital interests of yours or of another individual
  • (d) When it is considered appropriate to investigate, prevent, or take measures against illegal or suspicious acts
  • (e) When the processing is necessary for the purpose of the legitimate interests pursued by us or by a third party, except where such interests are overridden by your privacy related rights, interests, and freedom. The legitimate interests pursued by us or a third party are as follows:
    • Customer satisfaction improvement;
    • Service improvement;
    • Direct marketing;
    • Illegal act prevention;
    • Regular communication with business partners and others;
    • Protection of assets (security) of our customers and our company; and
    • Safety of our employees

4. Sharing of personal data

In order to run each business and service, we share your personal data with our group companies and external partners. We also share the personal data of employees with public organizations in order to comply with laws and regulations. Our group companies and external partners with whom we share personal data are as follows.

(1) Booking/Purchasing of our services/products and exchanging for at our sales/exchange locations

  • Our group companies:
    • Information service vendors for development, operation, maintenance, and management of our system (located in Japan)
    • Internet service vendors that respond to inquiries and requests (located in Japan)
    • Transport related service vendors that process fare settlement of our products for overseas customers visiting Japan (located in Japan)
    • Travel agencies and worker dispatching companies for exchanging/selling our products for overseas customers visiting Japan (located in Japan)
  • External business partners:
    • Information service vendors for that process fare settlement of our products for overseas customers visiting Japan (located in Japan)
    • Travel agencies for the exchanging/selling our products to overseas customers visiting Japan (located in Japan)
    • Information service vendors for that process our products for overseas customers visiting Japan (located in Japan)

(2) Receipt of an online application of material procurement

  • External business partners:
    • Information service vendors for operation and maintenance of an application form for new business transactions (located in Japan)

(3) Information services provided by our mobile applications

  • Our group companies:
    • Information service vendors for development, operation and maintenance of web applications (located in Japan)

(4) Management of Employees

  • Public organizations (located in Japan)

5. Places where we store personal data

Our company, our group companies and external partners who are transferred your personal data store the data on a server located in Japan and Singapore. Although Singapore has not received the adequacy decision from the European Commission and the UK regarding personal data protection, we will protect your personal data by taking appropriate measures such as the conclusion of standard contractual clauses. If you wish to obtain a copy of the appropriate measures we take such as conclusion of standard contractual clauses, please contact us by using the contact information listed under 10.Inquiry desk below. Japan has received the adequacy decision from the European Commission and the UK regarding personal data protection.

6. Retention period, deletion and disposal of personal data

After the purpose of processing is accomplished, personal data collected from you will be properly deleted, disposed, or anonymized in the ways that the individuals can not be identified, in accordance with the rules of personal data processing we specified.

7. Showing advertisements by using personal data

By analyzing personal data collected from you using our online service (website) and mobile application service, we may show you advertisements that are relevant to you. Advertisement to be shown is mainly based on the following information:

  • Access information (cookie, action history, etc.) when you use our online service
  • Log information (browsed page, advertising history, browsing time, browsing method, etc.) when you use our service

8. Your rights

If you are located in the EU or the UK, you have the following rights regarding the processing of personal data.

  • (a) Right to access to your personal data and related information
  • (b) Right to rectification of your inaccurate personal data without undue delay
  • (c) Right to erasure of your personal data without undue delay
  • (d) Right to restriction of processing your personal data
  • (e) Right to receive personal data which you provided us, in a commonly used and machine-readable format and right to transmit such data to another controller without hindrance
  • (f) Right to object to the processing of your personal data for interests pursued by us or by a third party or to the processing of your personal data for direct marketing purposes
  • (g) Right to withdraw your consent at any time regarding the processing of personal data based on your consent (the withdrawal does not affect the lawfulness of processing of personal data based on consent before its withdrawal)

9. When you wish to exercise your rights

If you are located in the EU or the UK and wish to exercise your rights described above, you can contact us via the following e-mail address. The personal data provided to us during your request will be used only for the purposes of contact with you and taking actions upon your request.

If you are located in the EU or the UK and dissatisfied with the processing of personal data by our company, you can lodge a complaint to a supervisory authority, in particular in the EU or the UK of your habitual residence, place of work, or place where infringement occurs.

10. Inquiry desk

EU Representative
DP-Dock GmbH
Address: Ballindamm 39 20095 Hamburg Germany
Website: www.dp-dock.com(Link)
E-mail Address: JR-EAST@gdpr-rep.com
UK Representative
DP Data Protection Services UK Ltd.
Address: s 16 Great Queen Street Covent Garden London WC2B 5AH, United Kingdom
Website: www.dp-dock.com(Link)
E-mail Address: JR-EAST@gdpr-rep.com

If you are not located in the EU nor the UK, please mail to the following address:

Inquiry desk for Personal Data, East Japan Railway Company
2-2-2 Yoyogi, Shibuya-ku, Tokyo 151-8578, Japan

11. Revision

We may revise all or part of this "Details of How We Process Your Personal Data" without prior notice. In the event of any revision, such revision will be posted on our web site. Please check the latest Policy with care after any changes posted on our web site.

Revision history
2021/12/01 updated