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.

In addition to the above, super (limited) express train reserved seat tickets for Hayabusa, Komachi, Hayate, Kagayaki, Hitachi, Tokiwa, Narita Express, and Swallow Akagi trains (on which all seats are reserved) can be changed to a standing seat on a later express train if on the same day as the specified train. (For Hayabusa and Komachi trains, this change is limited to passengers who possess super (limited) express train reserved seat tickets for Hayabusa and Komachi trains.)​ ​​ ​

Note:

• Hitachi, Tokiwa, Narita Express, Swallow Akagi, Azusa, Kaiji, Fuji Excursion, Hachioji, and Ome trains can also be used if there are seats available. 
• If you miss an express train (on which all seats are reserved) other than a Hayabusa, Komachi, Hayate, Kagayaki, Hitachi, Tokiwa, Narita Express, Swallow Akagi, Azusa, Kaiji, Fuji Excursion, Hachoji, or Ome train, you will not be able to ride a later express train on which all seats are reserved.

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.

Note:

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

Train cancellations 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 cancellations
   A full refund is made of fares and charges when a trip is canceled. When there is a service cancellation 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.
   In cases of ticket refunds for train service cancellations, the refund request will be accepted up to one year from the day after the day on which the cancellation occurred.
   
   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 cancellations.
   For refunds, see a JR Ticket Office (Midori-no-madoguchi) in a train station or a travel agent.
   In cases of ticket refunds for train delays, the refund request will be accepted up to one year from the day after the day on which the delay occurred.
   
   Note:
   ・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.