When you have lost your ticket, inform an attendant on the train or at the ticket window, and purchase the same ticket again (same section, train, and facility) as a reissue of the lost ticket (indicated as reissue lost ticket or lost ticket).
When the lost ticket is a discount ticket or is from a travel agency (train tickets that say contract ticket, Kodama ticket, Shinkansen e-ticket), repurchase the same ticket (same section, train, facilities) without the discount.
: If a discounted ticket is lost before it is used, there are situations where it is possible to buy the same discounted ticket again. However, the area below is not covered when repurchasing discounted tickets.
Please receive your receipt for repurchased tickets from an attendant at the ticket gate and take it home when departing the station.
If the lost ticket is found within a year - please bring both the original and repurchased ticket to JR stations. Lost tickets purchased at travel agencies are to be brought to the original travel agency. Refunds for repurchased limited express non-reserved seat tickets will be received after a fee of 220 yen and after a fee of 340 yen for limited express reserved seat tickets.
Refunds cannot be received if the repurchased ticket and the lost ticket are not the same (same section, train, facility). If the lost ticket was discounted, the refund amount is different than what is written above. To summarize, if a lost ticket is discounted or from a travel agency and the repurchased ticket is not the same (same section, train, facility), or if the repurchased ticket is not used under the same conditions of the lost ticket, a refund cannot be received or the amount received will be different than what is written above.
Notice: Some discounted tickets, multi-ride, and commuter tickets are not covered. Please take care not to lose your tickets.
About exceptions for reserved seats on Tokaido/Sanyo Shinkansen (between Tokyo and Hakata)
When reserved seats are purchased for the Tokaido/Sanyo Shinkansen (between Tokyo and Hakata) with a credit card and the ticket is lost in the middle of the ride, after making a request to the credit card company and making a report under the company’s specified method, we will confirm the status of use for the lost ticket within the sphere allowed by the company.
: In this situation you must repurchase the same ticket (same section, train, facility) as a reissue of a lost ticket.
After confirmation, if (1) the lost ticket has not been refunded and (2) it has not been used for anything else, then we will act as if the lost ticket has been found and refund it after subtracting certain fees.
: The money will be refunded electronically to the customer’s designated bank account. (fees for the electronic transfer will be charged to the customer)
: Lost discounted tickets using Zipangu discounts, tickets from travel agencies, normal multi-ride, and commuter tickets are not covered.