How to use JR-West
Can I get a refund for my ticket?
Yes. Refunds can be processed at the fare adjustment office at the station and JR-WEST Ticket Offices.
Fare adjustment office
JR-WEST Ticket Office
Can I get a refund for unused/used tickets if I cancel my trip? Is a handling fee required?
Unused tickets can be refunded, but a handling fee is required. Certain used basic fare tickets can be refunded, but limited express tickets and similar cannot be refunded.
Where can I get a refund for a ticket purchased via credit card? What do I need?
If you made your credit card purchase at a JR-WEST station, inquire at any JR-WEST station. To receive your refund, bring the credit card that you had used to make your purchase.
Can I get a refund for a ticket purchased via credit card at a ticket office not belonging to JR-WEST?
Basic fare tickets and other tickets including used ones purchased from ticket offices not belonging to JR-WEST using a credit card cannot be refunded by JR-WEST.
Please ask a station staff for more details.
For details about refunds for tickets purchased within the JR-WEST area, see the JR-WEST website.
I want to cancel my trip because the trains are not operating. Can I get a refund for my ticket? Is a handling fee required?
Yes. If you cancel your trip because the trains cannot operate, we will refund the full amount of the fare and charges without subtracting a handling fee.
Can I get a refund if a limited or regular express train is delayed?
If a limited or regular express train arrives at the station two hours or more later than its scheduled arrival time, we will refund the limited or regular express charge.
However, fare tickets for higher-rank trains (Green tickets, GranClass tickets, and sleeper tickets) will not be refunded.
What happens if my train is canceled before reaching its destination?
In addition to refunding your money for the remaining portion of your journey without subtracting a handling fee, we can extend the validity period of your ticket. Details vary depending on the type of ticket, so ask a station staff for more details.
What should I do to get back the money left on my ICOCA? Where can I claim it back?
You can have your money refunded at a JR-WEST Ticket Office within the JR-WEST ICOCA area. Refunding incurs a fee of 220 yen.
Can I get back the money left on a Suica that I bought in Tokyo?
Refunds cannot be provided by JR-WEST. Refunds for Suica can only be claimed at stations that handle Suica purchases.