Customer Support

Travel Support by JR-WEST

Available exclusively to JR-West product users

The JR-West Travel Support web app offers multilingual assistance for medical
consultations, disaster evacuation information, dietary restriction support, and prayer room information, and other support for those traveling in Japan.

Ticket Reservation Office for foreign passengers

There are ticket counters especially for overseas visitors to help provide comfortable trips.

Information clerks

Major stations have information clerks who speak Chinese and English.

・Service hours 10:00 to 18:00/every day
Kyoto station/Near the JR Central Ticket Office (Midori-no-madoguchi) at Central gate
Shin-Osaka station/Near the JR Ticket Office (Midori-no-madoguchi) at East gate
Tennoji station/Near the JR Central Ticket Office (Midori-no-madoguchi) at Central gate

How to use JR-WEST

Our "How to use JR-WEST" page has all the information you need to buy tickets, use the trains, and get the most out of other JR WEST services.

JR-WEST Free Wi-Fi Service

Wi-fi Service

Easy and convenient! Wi-Fi service, free of charge for 8 days.
Wi-Fi is available in the surrounding area wherever this mark is found.


At JR-WEST, it is our aim to offer railway services with confidence to all of our patrons, including those who may be physically challenged. We strive to maintain our accessibility features and offer sincere support at all times. This web site offers information on how patrons with disabilities can use our stations and trains in addition to information on the development of barrier-free and other accessibility features JR-WEST actively promotes.

Etiquette at stations and on trains

Train and Station mannersTrain and Station manners

Travel insurance for visitors

If an insurance holder falls ill or is injured while travelling as a tourist in Japan, then this insurance compensates the insured for the following:
(1) Cost of medical treatment
(2) Cost of necessary services such as arranging for a medical institution, interpreting on his/her behalf in either English, Chinese, and Korean during medical consultation/treatment
(3) Cost of cashless treatment
Provided that they receive such treatment and services in Japan.