How to use JR-West

Purchasing Tickets

Refunds

Question

Can I get a refund for my ticket?

Answer

Yes. Refunds can be processed at the fare adjustment office at the station and JR-WEST Ticket Offices.

Fare adjustment office

Fare adjustment office

JR-WEST Ticket Office

JR-WEST Ticket Office
Question

Can I get a refund for unused/used tickets if I cancel my trip? Is a handling fee required?

Answer

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.

Question

Where can I get a refund for a ticket purchased via credit card? What do I need?

Answer

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.

Question

Can I get a refund for a ticket purchased via credit card at a ticket office not belonging to JR-WEST?

Answer

Tickets purchased from ticket offices not belonging to JR-WEST cannot be refunded by JR-WEST. For details about refunds for tickets purchased within the JR-WEST area, see the JR-WEST website.

Question

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?

Answer

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.

Question

Can I get a refund if a limited or regular express train is delayed?

Answer

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.

Question

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

Answer

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, etc. For more details, ask a station staff.

Question

What should I do to get back the money left on my ICOCA? Where can I claim it back?

Answer

You can have your money refunded at a JR-WEST Ticket Office. Refunding incurs a fee of 220 yen.

Question

Can I get back the money left on a Suica that I bought in Tokyo?

Answer

Refunds for Suica can only be claimed at stations that handle Suica purchases.