What should I do if my train is delayed or cancelled?

  1. STEP 1 Check the latest information
  2. STEP 2 Consider alternative transportation or routes
  3. STEP 3 Check ticket handling

What should I do if my train is delayed or cancelled?

STEP 1 Check the latest information

Please check the information boards and electronic display boards in the station.

*Some information boards may be only in Japanese. Please use a translation tool.

STEP 1 Check the latest information

Please check the latest operation information on the official website.

Click here for trains departing from Sapporo Station
Click here for trains departing from Otaru Station

STEP 1 Check the latest information

Please listen carefully to announcements in the station.

STEP 2 Consider alternative transportation or routes

Please consider using other forms of transportation. Use map apps or similar tools to search for routes from your current location to your destination.

【New Chitose Airport – Sapporo】

Airport Bus
Travel time
Fare (one way)		 Approx. 70-90 min
Approx. 1,500 yen
Boarding points ・New Chitose Airport (Domestic / International Terminal)
・Around Sapporo Station, etc.
Taxi
Travel time
Fare (one way)		 Approx. 60 min
From approx. 17,000 yen per vehicle
Boarding points ・New Chitose Airport (Domestic / International Terminal)
・Around Sapporo Station, etc.

【Sapporo – Otaru】

Bus
Travel time
Fare (one way)		 Approx. 60–80 min
Approx. 730 yen
Boarding points ・Around Sapporo Station, etc.
・Around Otaru Station
Taxi
Travel time
Fare (one way)		 Approx. 40–60 min
From approx. 16,000 yen per vehicle
Boarding points ・Around Sapporo Station, etc.
・Around Otaru Station
Notes when using alternative transportation
  • ・Alternative transportation (such as buses) may become extremely crowded when trains are cancelled.
  • ・Travel time may increase or services may be suspended depending on weather and road conditions.
  • ・Please check the latest operation information on the official websites of each transportation provider.

STEP 3 Check ticket handling

Please check if your ticket can be refunded.

Rail Pass
Please check here
Other tickets
  1. (1) If you have a paper ticket and cancel your trip, a full refund will be provided. (If you cancel your trip during your journey, the fare and charges for the unused part will be refunded.)
  2. (2) If your reserved train booked through “JR-EAST Train Reservation” is cancelled and you have not yet collected your ticket, your reservation will be automatically cancelled (including Reserved Seat E-tickets). If you have already collected your ticket and cancel your trip, the same conditions as (1) will apply.
  3. (3) If you purchased your ticket through a travel agency and have not yet collected it, please contact the travel agency where you made the purchase. If you have already collected your ticket and cancel your trip, the same conditions as (1) will apply.

    For other types of tickets or if you have any questions, please ask staff at the station.

Proof of delay or cancellation

A certificate can be issued upon request at the station.
For some sections, you can also get it on the official website (Japanese only).

New Chitose Airport ↔︎
Sapproo ↔︎ Otaru