What Tourists Should Know About The Secret Customer Service Walls In Japanese Train Stations
Taking the train for the first time in Japan can be intimidating, especially when it comes to buying tickets. Depending on the station and its operating train company, you'll find different types of machines, all with a lot of buttons and confusing maps posted on the wall. Buying a reloadable Suica or PASMO IC card is one way to hop on and off the trains without needing to calculate specific train fares, but even these can be a little tricky to purchase for the first time.
Then, you may run into trouble when trying to pay for your ticket or card. Depending on the machine, you may be given limited payment options, and some kiosks only accept cash, which could put you in a bind if you're relying on a credit card (a reminder that it's always smart to exchange currency when traveling, even if you're not sure you'll need it). If all this information makes your head spin, rest assured that Japanese train stations have helpful attendants nearby.
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If you get stuck making your purchase, press the "call" or "help" button on the machine. However, don't be surprised when you notice a panel open next to the machine. Typically, a customer service attendant will pop their head through the opening on the wall to help you complete your transaction.
When not to use the 'call' button at Japanese train stations
When you press the "call" button on the ticket machines in some Japanese stations, the attendant will appear through the open panel on the wall to see your machine screen. These openings allow them to take a break from stocking tickets and change behind the wall to quickly assist customers as needed, without having to walk all the way from the backroom. However, you shouldn't press the "call" button for every concern or query. If you have a complex question or a problem not related to purchasing tickets or IC cards, locate the station attendant window instead. These windows are often adjacent to the gates and are a better place to work out more complicated problems or questions about how to get around. In some stations in Tokyo, you may even find futuristic language translation screens at these windows to help you communicate with ease. Otherwise, have your translation apps ready.
Another instance when you shouldn't press the "call" button is when you don't really need help. It may be amusing to watch an employee pop their head through the wall, especially given that this feature isn't common in most other countries. Still, if you want to be a considerate tourist when visiting Japan, resist the urge to call for help if you don't truly have a question.