How to use JR-West

Facilities and Services

Other

Question

Is there a page where I can search train timetables and ticket fares/charges?

Answer

Use the timetable finder on JR-WEST global website.

Question

How can I receive a purchase receipt?

Answer

Receipts are generally available when you buy a ticket.
If you forgot to pick up your receipt, or if you lost your receipt, you can receive a replacement receipt by presenting your JR-WEST ticket at a JR-WEST ticket office. (JR-WEST can only provide replacement receipts for tickets purchased from JR-WEST.)

Question

How do I find out about remaining seats on a particular service?

Answer

Ask a station staff at a JR-WEST Ticket Office. Displays in JR-WEST Ticket Offices also provide information on remaining seats. A mark means there are still seats remaining while a mark means there are only a few seats remaining and a mark means there are no seats remaining.

Display indicating remaining seats at a JR-WEST Ticket Office On-board display

Display indicating remaining seats at a JR-WEST Ticket Office On-board display
Question

Where do I inquire about lost property?

Answer

Ask a station staff.
To ensure a thorough checking of whether a lost item has been reported or found, please verify the following information in as much detail as possible:
• Details and features of the lost item (product name, shape, color, contents, existence of something with your name on it)
• Details of when/where the item was lost (date, time, train, station, etc.)
We will do our best to locate your lost item, but please note that not all lost items can be located.
If you become aware of a lost item after returning to your home country, please use this mail form to provide details and features of the lost item and of when/where the item was lost.

Question

How can I receive my lost item?

Answer

Lost items can only be retrieved at the station holding the item or at the Lost & Found Center.
To receive your item, an official credential (such as a passport or driver license) is required to verify the identity of the owner.
Failure to provide proper identification may prevent the item from being returned. Furthermore, if your item is not claimed after a specified date, the item will be handed over to the police station in accordance with company procedures.

Question

Where can I make foreign language inquiries? Do you have a special helpline or website?

Answer

A multilingual telephone-based interpreting service is available at all manned stations.
Ask a station staff for more details.
Station staff is available for assistance at most major stations.
»Click here for more information

Question

What should I do if I don't understand what the station staff is saying?

Answer

A multilingual telephone-based interpreting service is available at all manned stations. Ask a station staff for more details.

Question

Can I see a timetable (for a particular station/train)?

Answer

Timetables for SANYO SHINKANSEN trains and major limited express trains on conventional lines for all stations are available from JR-WEST website.
For details regarding other trains, please ask a station staff.

Question

I got separated from a companion. Where should I ask to get help looking for them?

Answer

Please ask a station staff. They will make an announcement via the station's public address system.

Question

Where can I use Wi-Fi?

Answer

Visit the following website for a list of participating stations.
»JR-WEST Free Wi-Fi Service

Wi-Fi is available in areas where the mark below is displayed.

Wi-Fi is available in areas where the mark below is displayed.
Question

How do I go about using free Wi-Fi?

Answer

A detailed usage guide is available below.
»JR-WEST Free Wi-Fi Service

Question

How do I get information in the event that the train service is disrupted?

Answer

For current status of trains, please see the JR-WEST website.
Also, station displays show the train status.

Station display

Station display
Question

Are alternative means of transport available in the event of a service cancellation?

Answer

If replacement transport (furikae yusō) is provided, you will be able to use other means of transport provided by a company other than JR-WEST.

Station display

Station display
Question

What is "replacement transport" (furikae yusō)?

Answer

"Replacement transport" refers to the use of alternative means of transport provided by a company other than JR-WEST in the event of a service cancellation or similar situation using the currently purchased ticket.

Question

How can I use the replacement transport?

Answer

To use the replacement transport, show your ticket at the ticket gates of the replacement transport provider and receive a replacement ticket (furikae-hyō).

Question

What happens if I am significantly delayed because a train is canceled before reaching its destination?

Answer

We will refund your money for the remaining portion of your journey without subtracting a handling fee, we can extend the validity period of your ticket, etc. For more details, please ask a station staff.
Services other than ticket refunds are not provided.