What if my train is cancelled or delayed?

IF YOU PURCHASED WITH US AND RECEIVED AN E-TICKET (a QR code to scan at the ticket gate with no exchange required):

TRAIN DELAYS (e-ticket)

If your train is delayed for less than 2 hours, no refund or compensation can be claimed.

If your train is delayed for more than 2 hours: 

- If you decide not to use your train ticket to travel to your destination, you can claim a full refund for it by sending an email to contact@japan-experience.com with your order number. We will provide a full refund after checking With JR Company.

- If you were able to take your delayed train to your destination, you can claim a refund for the ticket by sending an email to contact@japan-experience.com with your order number. We will provide a refund after checking With JR Company.

TRAIN CANCELLATIONS (e-ticket)

- If you decide not to use your train tickets to travel to your destination, you can claim a full refund for the tickets by sending an email to contact@japan-experience.com with your order number and booking details.

- If you still plan to travel to your destination, you will need to purchase new tickets for another train yourself, however you can receive a refund for your unused e-tickets by contacting us at contact@japan-experience.com with your order number and booking details.

IF YOU PURCHASED WITH US AND RECEIVED AN E-VOUCHER (a QR code to scan at a ticket machine to print out physical, paper tickets):

Keeping your paper train tickets is very important for any refund or modification, please keep them safe until your travels are over. We cannot guarantee a refund for any unexpected train delays or cancellations if you do not retain your tickets.

TRAIN DELAYS (e-voucher with paper ticket)

If your train is delayed for less than 2 hours, no refund or compensation can be claimed.

If your train is delayed for more than 2 hours: 

- If you decide not to use your train tickets to travel to your destination, you can claim a full refund for them by sending an email to contact@japan-experience.com with your order number and photos of all your tickets.

- If you were able to take your delayed train to your destination, you can go to the JR counter at your destination with your tickets and request a partial refund (around 85% of the initial ticket price, depending on the current exchange rate). The refund will be made in cash.

TRAIN CANCELLATIONS (e-voucher with paper ticket)

- If you decide not to use your train tickets to travel to your destination, you can claim a full refund for the tickets by sending an email to contact@japan-experience.com with your order number and photos of all your tickets (if your booking included a train ticket e-voucher that you exchanged for physical tickets)

- If you still plan to travel to your destination, you can go to a JR desk to modify your tickets free of charge. You can change your tickets to a train at a later time or date, but cannot claim for any compensation.