JR-EAST Train Reservation

Frequently Asked Question

Concerning General System Use

I want to make a reservation on this site, what kind of procedures must I follow?

This site is intended primarily for customers who are entering Japan via Narita International Airport (NRT) or Tokyo International Airport (Haneda/HND) and wish to reserve seats on any of the following the trains for travel in the Tokyo metropolitan area and the Kanto, Tohoku, Joshinetsu, Hokuriku and Hokkaido regions:

Shinkansens

  • The Hokkaido Shinkansen: the Hayabusa and Hayate,
  • The Tohoku Shinkansen: the Hayabusa, Hayate, Yamabiko and Nasuno,
  • The Akita Shinkansen: the Komachi,
  • The Yamagata Shinkansen: the Tsubasa and Toreiyu Tsubasa,
  • The Joetsu Shinkansen: the Max Toki, Toki, GENBI SHINKANSEN Toki, Max Tanigawa and Tanigawa, and
  • The Hokuriku Shinkansen: the Kagayaki, Hakutaka, and Asama

JR East Lines

  • The Narita Express between the Tokyo metropolitan area and Narita International Airport
  • Limited express trains on the following lines
    • The Joban Line: the HITACHI and TOKIWA between the Tokyo metropolitan and Mito/Iwaki areas,
    • The Chuo Line: the Super Azusa, Azusa and Kaiji between the Tokyo metropolitan and Kofu/Matsumoto areas,
    • The Tokaido/Ito and the Izu Kyuko Lines: the Super View Odoriko and Odoriko between the Tokyo metropolitan and Izu areas, and
    • The Tobu Railway Line: the Nikko, SPACIA Nikko, Kinugawa and SPACIA Kinugawa between the Tokyo metropolitan and Nikko/Kinugawa areas

JR Hokkaido Lines

  • Limited express trains and rapid trains on the following lines
    • The Hakodate Line: the Super Hokuto and Hokuto: between the Sapporo metropolitan area and Hakodate,
    • The Muroran Line: the Suzuran between Sapporo and Higashi-Muroran,
    • The Chitose/Hakodate Line: the Rapid Airport between Otaru and New Chitose Airport,
    • The Sekihoku Line: the Okhotsk between the Sapporo metropolitan area and Abashiri, and the Taisetsu between Asahikawa and Abashiri,
    • The Soya Line: the Sarobetsu between Asahikawa and Wakkanai, and the Kamui and Lilac between Sapporo and Asahikawa, and
    • The Sekisho/Nemuro Line: the Super Tokachi between the Sapporo metropolitan area and Obihiro, and the Super Ozora between the Sapporo metropolitan area and Kushiro
  1. To make a seat reservation, you will need to register as a member (free of charge) during the reservation process. A credit card and e-mail address will be required for membership reservation.
  2. You can immediately verify whether or not your seat reservation was successful.
  3. Once you have made a reservation, after arriving in Japan please collect your tickets at JR Ticket Office (Midori-no-madoguchi), Travel Service Center, an Information Center in designated JR East and JR Hokkaido stations, in Kanazawa or Toyama stations in the JR West area or a reserved seat ticket vending machine located in the JR East station that you specified in your reservation.
    Note: When using a Rail Pass to book a reserved seat ticket, the ticket should be picked up within the valid area of the pass. Picking up the ticket outside the valid area will result in a reserved seat charge as though the pass were not being used.
    In order to collect your tickets, you will need your reservation number and the credit card that you registered on this site so please do not forget to bring it with you. (For the reservation number, please bring a printout of the reservation confirmation screen or your reservation confirmation e-mail.)

Can I use this site even if I will be entering Japan from somewhere other than Narita International Airport (NRT) and Tokyo International Airport (Haneda/HND)?

Yes, you can. But please note that tickets cannot be collected outside of the JR East (Tokyo metropolitan area and the Kanto, Tohoku, and Joshinetsu regions) and JR Hokkaido areas and some stations in the JR West area.
(Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima or Fukuoka.)

I plan to travel using the excursion type pass*. Can I make my seat reservations using this site?

Yes, you can make your reservations here. When you collect your reserved seat tickets in Japan, show your excursion type pass*. Keep in mind that if you do not show your pass, you will be charged the reserved seat charge.

If you make a Green Car (First Class) seat reservation but have an Ordinary Car (Coach Class) excursion type pass*, you must pay a separate Green Car (First Class) fare and the Limited Express charge.

The excursion type pass* cannot be used for GranClass Car (Premium-First-Class). Both Green-type and Ordinary-type are only valid for basic fare, therefore GranClass usage requires the separate purchase of Limited Express charge and GranClass charge.

Some passes do not allow you to reserve seats on the Shinkansen and Limited Express trains.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

What excursion type passes can be used to reserve seats on this site?

On this site, you can reserve seats if you are using a JAPAN RAIL PASS, JR EAST PASS (Tohoku area), (Nagano, Niigata area), JR TOKYO Wide Pass, Hokuriku Arch Pass, JR East-South Hokkaido Rail Pass, or HOKKAIDO RAIL PASS.

  • The JAPAN RAIL PASS, JR EAST PASS(Tohoku area), (Nagano, Niigata area), Hokuriku Arch Pass, JR East-South Hokkaido Rail Pass and HOKKAIDO RAIL PASS can be purchased by first purchasing an Exchange Order in a country other than Japan, and then presenting the Exchange Order along with your passport at one of the designated locations within Japan.
  • The JR EAST PASS(Tohoku area), (Nagano, Niigata area), Hokuriku Arch Pass,JR East-South Hokkaido Rail Pass and HOKKAIDO RAIL PASS can also be purchased in Japan by presenting your passport.
    * The JAPAN RAIL PASS will be available for purchase in Japan also, starting from March 8, 2017.
  • You must purchase the JR TOKYO Wide Pass at specified locations in Japan.

See our official homepage for details on the locations for sales and exchange of products, and more.

Can I purchase an excursion type pass* on this site?

No, the excursion type pass* is not sold on this site. However, it is possible to reserve a seat with an excursion type pass* if you purchase it separately.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

What is the time period during which reservations can be made?

Reservation procedures all use Japan Standard Time (GMT+9). Reservation requests are accepted during the period from 10:00 a.m. of the day one month before the departure date to 11:40 p.m. (23:40, Japan Standard Time) 3 days before the departure date.

[Reservation acceptance times]
5:30 a.m. to 11:40 p.m. (Japan Standard Time)
0:20 a.m. to 1:40 a.m. (Japan Standard Time)

Note: With respect to the 0:20 a.m. to 1:40 a.m. period, please note that there are times when reservation requests cannot be made due to special system maintenance.

You must collect your tickets before 9:00 p.m. (21:00, Japan Standard Time) of the day before the departure date at the designated location in Japan. If you do not collect the tickets by then, a 310 yen cancellation fee will be charged, and the reservation will be cancelled.

There is no fee for refunds or cancellations made up until 23:40 (Japan Standard Time), 2 days prior to the departure date, but the 310 yen cancellation fee applies after that.

What method is used to settle payment and refunds?

Settlement of reservations, purchases, refunds, etc., is done using the credit card that you registered on this site.

Do I settle payments for ticket reservations online?

When you receive your tickets, payment is settled using the credit card that you have registered.

What is the recommended browser and operating environment for using this site?

This site has been confirmed to operate and be viewable in the following environments. We recommend using this site in these environments. If you use another environment, you may experience some problems viewing or operating the site. (As of February 1, 2016)

Windows
Internet Explorer 9 and 11, Firefox 40, Chrome 44, and Opera 31

Macintosh
Safari 8.0, Firefox 40, Chrome 44, and Opera 31

To use all the services on this site you must enable cookies and JavaScript in your browser settings.

What kind of security is in effect on this site?

The measures taken to insure the safe use of this site by our customers include the implementation of a firewall to prevent unauthorized access and the use of SSL (secure socket layer) encrypted transmissions.

Member Registration / Change

Is it necessary to pay a registration fee or annual dues to become a member?

No. Registration is free of charge.

Are there any conditions for becoming a member?

Anyone can register as long as they agree to the JR-EAST Train Reservation Service Agreement and the JR-EAST Train Reservation Membership Agreement. When making the registration, in addition to name, telephone number, and e-mail address, a credit card etc is also necessary.

Can I register even though I do not have an e-mail address?

We are sorry, but you cannot register. Since registration results and other information are sent to members by e-mail, the use of e-mail is required for membership. Please be sure to use your own e-mail address for registration.

Which credit cards can be used for member registration?

In addition to the VIEW CARD issued by JR EAST, it is possible to use the following credit cards: JCB, VISA, MasterCard, American Express, and Diners Club International. A credit card without a magnetic stripe cannot be used as such cards will be refused for tickets collection.

I don't know how to register myself as a member.

You can register as a member during the reservation process.

I am unable to successfully complete the member registration...

Some possible causes are shown below.

  • Please check once more to see that you have entered all of the mandatory fields.
  • It is not possible to enter a registration using an e-mail address or credit card number previously registered. (One person cannot register multiple times.)
  • It is possible that your system does not meet the conditions needed for the recommended browser or operating environment. This site has been confirmed to operate and be viewable in the following environments. We recommend using this site in these environments. If you use another environment, you may experience some problems viewing or operating the site. (As of February 1, 2016)

    Windows
    Internet Explorer 9 and 11, Firefox 40, Chrome 44, and Opera 31

    Macintosh
    Safari 8.0, Firefox 40, Chrome 44, and Opera 31

    To use all the services on this site you must enable cookies and JavaScript in your browser settings.

  • There are times when the site is congested with traffic. We apologize for the inconvenience, but please try again later.

The e-mail to notify me of member registration completion has not arrived...

Some possible causes are shown below.

  • It is possible that there was a mistake in the e-mail address entered at member registration time. In this case, please follow the membership cancellation procedure, and then register again.
  • In cases where there is a system fault at your Internet service provider, please check with your provider.

I want to change my member information...

You can make changes by selecting the "Membership Alteration" option on the top page.

However, please take note that you cannot change the language once you set it during registration. To change the language, you will have to cancel your membership and then apply for membership again and select your desired language.

I want to cancel my membership...

Please follow the membership cancellation procedure by selecting the "Cancel" option from "Membership Information" on the top page. After confirmation of your identity, your registration information will be deleted.

If I cancel my membership while a reservation still exists, what happens to that reservation?

The reservation is cancelled. There is no cancellation fee if you cancel before 11:40 p.m. (23:40, Japan Standard Time), 2 days prior to the departure date, but the 310 yen cancellation fee applies after that. Please either pick up your tickets or cancel your reservation prior to carrying out the membership cancellation procedure.

I have forgotten my password...

If you have forgotten your password, please select the "Forgot Password" option on the login screen and follow the procedure. Since passwords cannot be re-issued, you need to cancel your membership and then re-register.

When you cancel your membership, all existing reservations will automatically be cancelled. After you have completed your new membership registration please make new seat reservations.
If the tickets are not collected before 9:00 p.m. (21:00 Japan Standard Time) of the day before departure, they will be automatically cancelled and cancellation fees will be charged. Cancellation fees are 310 yen for each seat.
Under the conditions stated above, cancellation fees also apply to passengers using the excursion type pass* if they cancel their seat which was reserved through this site.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

It appears that my membership has been cancelled...

Some possible causes are shown below.

  • If we are no longer able to contact you because of a change in your e-mail address or telephone number, your system use is halted. Please do a new member registration.
  • If a year or more has elapsed since the day you last used the reservation service, your system use is halted. Please do a new member registration.

Concerning Reservations

I am a foreigner living in Japan. Can I use this reservation site?

Yes, you can. Please keep in mind, however, that you cannot collect tickets outside of the JR East (Tokyo metropolitan area and the Kanto, Tohoku, and Joshinetsu regions) and JR Hokkaido areas and some stations in the JR West area.
(Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima or Fukuoka.)

Also, tickets for reserved seats that straddle the Izu Kyuko Line for Shuzenji and the Tobu Railway Line can only be collected in the JR East area. (They cannot be collected in the JR Hokkaido and JR West areas.)

* Please note that excursion type passes cannot be purchased on this site.

Can I board the train with just the Limited-Express Reserved Seat Ticket that I reserved on this site? What types of tickets are there?

Under the JR ticket structure, there is a Basic Fare for riding any train (the corresponding ticket is called a Basic Fare Ticket). When riding a Shinkansen and certain special express trains, the passenger must also pay the Limited Express Charge (Limited Express Unreserved Seat Tickets, Limited Express Reserved Seat Tickets, Green Car (First Class) and GranClass Car (Premium-First-Class) Tickets come under this).

Consequently, if you are traveling using an Ordinary Car (Coach Class) reserved seat on a Shinkansen or a Limited Express, you will need two types of tickets: a Basic Fare Ticket and a Limited Express Reserved Seat Ticket. And if you are traveling using a Green Car or GranClass Car reserved seat on a Shinkansen or a Limited Express, you will need three types of tickets: a Basic Fare Ticket, a Limited Express Reserved Seat Ticket, and a Green Car Ticket or GranClass Car Ticket.

Only Limited Express Reserved Seat Tickets for Shinkansen* and Limited Express trains in JR East and JR Hokkaido area can be reserved on this site. When riding a Shinkansen or a Limited Express, in addition to a Limited Express Reserved Seat Ticket, a Basic Fare Ticket is also necessary, but the Basic Fare Ticket can be purchased at any JR station after you arrive in Japan. Passengers who have an excursion type pass* do not need to buy the Basic Fare Ticket (the PASS covers the Basic Fare).

*The Hokuriku Shinkansen can be booked for all intervals (between Tokyo and Kanazawa), including JR West service intervals.

Since the excursion type pass* covers both the Basic Fare and the Limited Express Charge for the tickets reserved on this site, it is possible to ride the Shinkansen or the Limited Express without paying an additional charge. When you collect your tickets in Japan, please show your excursion type pass. (Keep in mind that if you do not show your pass, you will have to pay a separate charge.)

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

For which trains can I make reservations on this site?

Reservations can be made for the following trains on this site:

Shinkansens

  • The Hokkaido Shinkansen: the Hayabusa and Hayate,
  • The Tohoku Shinkansen: the Hayabusa, Hayate, Yamabiko and Nasuno,
  • The Akita Shinkansen: the Komachi,
  • The Yamagata Shinkansen: the Tsubasa and Toreiyu Tsubasa,
  • The Joetsu Shinkansen: the Max Toki, Toki, GENBI SHINKANSEN Toki, Max Tanigawa and Tanigawa, and
  • The Hokuriku Shinkansen: the Kagayaki, Hakutaka, and Asama

JR East Lines

  • The Narita Express between the Tokyo metropolitan area and Narita International Airport
  • Limited express trains on the following lines
    • The Joban Line: the HITACHI and TOKIWA between the Tokyo metropolitan and Mito/Iwaki areas,
    • The Chuo Line: the Super Azusa, Azusa and Kaiji between the Tokyo metropolitan and Kofu/Matsumoto areas,
    • The Tokaido/Ito and the Izu Kyuko Lines: the Super View Odoriko and Odoriko between the Tokyo metropolitan and Izu areas, and
    • The Tobu Railway Line: the Nikko, SPACIA Nikko, Kinugawa and SPACIA Kinugawa between the Tokyo metropolitan and Nikko/Kinugawa areas

JR Hokkaido Lines

  • Limited express trains and rapid trains on the following lines
    • The Hakodate Line: the Super Hokuto and Hokuto: between the Sapporo metropolitan area and Hakodate,
    • The Muroran Line: the Suzuran between Sapporo and Higashi-Muroran,
    • The Chitose/Hakodate Line: the Rapid Airport between Otaru and New Chitose Airport,
    • The Sekihoku Line: the Okhotsk between the Sapporo metropolitan area and Abashiri, and the Taisetsu between Asahikawa and Abashiri,
    • The Soya Line: the Sarobetsu between Asahikawa and Wakkanai, and the Kamui and Lilac between Sapporo and Asahikawa, and
    • The Sekisho/Nemuro Line: the Super Tokachi between the Sapporo metropolitan area and Obihiro, and the Super Ozora between the Sapporo metropolitan area and Kushiro

Ticket reservations cannot be made for trips to Nagoya, Kyoto, Osaka, Hiroshima and other cities outside the JR East and JR Hokkaido area using the Tokaido/Sanyo Shinkansen or the Kyushu Shinkansen*. If the train you want to use is not listed above, please buy the tickets from the ticket counters at the station nearest you after you arrive in Japan.

*The Hokuriku Shinkansen can be booked for all intervals (between Tokyo and Kanazawa), including JR West service intervals.

You cannot reserve tickets on Limited Express trains that both depart from and arrive at stations in the following areas: Izu Kyuko Line (between Ito and Izukyu Shimoda), Tobu Railway Line (between Tochigi and Tobu Nikko/Kinugawa Onsen),Fujikyu Railway (between Otsuki and Kawaguchiko).

Some passes do not allow you to reserve seats on the Shinkansen and Limited Express trains.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

For which types of seats can I make reservations on this site? Are there smoking seats?

Reservation can be made for Ordinary Car (Coach Class), Green Car (First Class) and GranClass Car (Premium-First-Class) seats of Shinkansen and Limited Express trains which can be reserved through this site.

Since smoking is prohibited on the trains for which reservations can be made through this site, smoking seats do not exist.

How do you decide whether someone is a child or adult?

The standard for age is the age as of the departure date. A person of age 12 or over is considered an "Adult," and a person of age 6 to 11 is considered a "Child." If a child under age 6 is going to use the same seat as an adult (in other words, sit on the lap of the adult), that child can ride free of charge.

* In cases where the number of children under the age of 6 who are accompanying an Adult or ticket-bearing Child exceeds 2, Child tickets are needed for the third and any additional child.

If you have purchased your excursion type pass outside Japan, and are reserving a seat, a child's age is determined by the date that the Exchange order (e-ticket) was issued. If you have purchased your excursion type pass in Japan, and are reserving a seat, it is determined by the date the pass was purchased.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

Until when can a reservation be made?

Up until 11:40 p.m. (23:40, Japan Standard Time) 3 days prior to the departure date.

I plan on traveling in Japan using an excursion type pass*. When I make a reservation on this site, a monetary charge is shown on the Reservation Result screen. Do I have to pay this charge?

The charge displayed is the Limited Express Charge, but people traveling in Japan using the excursion type pass* do not have to pay this charge. When you collect your tickets in Japan, please show your excursion type pass*. (Keep in mind that if you do not show your pass, you will have to pay a separate charge.)

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

How far back does the reservation history go?

The past year's activity (up to a maximum of 300 items) can be viewed. View your reservation history by clicking "View Reservation" on the top page.

If I make my reservation on this site, can I use discounts such as JR EAST shareholder coupon discounts?

Yes, you can. When you collect your tickets in JR East area, please present your valid discount certificate.

Concerning Cancellations and Changes

How do I cancel my reservation?

There are no cancellations fees charged by 11:40 p.m. (23:40, Japan Standard Time) 2 days prior to the date you travel, but cancellation request is not accepted after this time.
If the tickets are not collected before 9:00 p.m. (21:00 Japan Standard Time) of the day before departure, they will be automatically cancelled and cancellation fees will be charged. Cancellation fees are 310 yen for each seat.

Click "Cancel Reservation" on the top page and follow the cancellation procedure.

Can I change my reservation?

If you want to change your reservation, please complete the new reservation inquiry by 11:40 p.m. (23:40, Japan Standard Time) 3 days before the departure date. If the new reservation is successful, please cancel your old reservation before 11:40 p.m. (23:40,Japan Standard Time), 2 days before the departure date. (If old reservation are not cancelled, a cancellation fee will be applied.)

Concerning Collecting Tickets

Where can I collect (pick up) the tickets that I reserved?

Please collect tickets at the JR Ticket Office (Midori-no-madoguchi) or Travel Service Center located in the station that you specified in your reservation. Applicable stations include major JR East stations (Narita Airport Terminal 1 station and Terminal 2·3 station), JR Hokkaido stations, and Kanazawa and Toyama stations on the JR West area.

Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima or Fukuoka.

Note: When using a Rail Pass to book a reserved seat ticket, the ticket should be picked up within the valid area of the pass. Picking up the ticket outside the valid area will result in a reserved seat charge as though the pass were not being used.

For passengers without an excursion type pass*, reserved tickets can now be picked up from reserved seat ticket machines at specified JR East stations. In case you have made a reservation using an excursion type pass*, please pick it up at a ticket office.

Reserved tickets cannot be collected at any station on the Izu Kyuko Line and the Tobu Railway Line.

Also, tickets for reserved seats that straddle the Izu Kyuko Line for Shuzenji and the Tobu Railway Line can only be collected in the JR East area. (They cannot be collected in the JR Hokkaido or JR West area.)

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

If I have not yet picked up my tickets, can I pick them up at a different station ticket window location or on a different date from the location and date I designated?

When making reservations we ask you to designate a pickup location and pickup date in order to help our staff to prepare for visitors from overseas and provide the quickest possible service. But, yes, it is possible to choose a different station ticket window location and pickup date from the ones you specified during the reservation process. It is not at all necessary to contact us via this website to change location or date.

After arriving in Japan please collect your reserved tickets at any desired location (station ticket window) on any desired date bearing in mind the following two restrictions.

First, remember that reserved tickets must be collected before 9:00 p.m. (21:00, Japan Standard Time) of the day before your train reservation date.

Second, it is imperative that you select a pickup location from among the station ticket windows listed on the website. (Please note that office hours vary from office to office and some offices may be closed on weekends and holidays.)

For more details about the station ticket windows, visit us at "Ticket Window Information"

* When collecting your tickets, please bring a printout of the reservation confirmation screen or your reservation confirmation e-mail (with reservation numbers) as well as your registered credit card with you.
When using an excursion type pass*, please remember to bring the Pass as well.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

What do I need to bring in order to collect my reserved tickets?

Please bring the reservation number and the credit card that you registered on this site. For the reservation number please bring a printout of the reservation confirmation screen or your reservation confirmation e-mail. If you are traveling on an excursion type pass*, please also show the pass when you collect your tickets.

*For detailed information on excursion type passes that can be used to reserve seats on this site, look here.

What happens if my credit card expires?

If you have already reserved a Shinkansen seat ticket through this site, or if you have not yet collected a reserved ticket, you cannot collect that ticket using the newly registered credit card.

You can pay for the ticket only by the credit card that was registered when you made the reservation. (You cannot collect reserved tickets using a different credit card.)

Although, if you had to change your credit card because of loss or theft, please explain at the Station Ticket Window, and inform the staff member of your reservation number and the details of your reservation. (In this case, you can pay by cash or other credit cards.)

What is the deadline for collecting a reserved ticket?

Tickets must be collected before 9:00 p.m. (21:00, Japan Standard Time) of the day before departure. (Tickets cannot be collected on the day of departure.) Please keep in mind that the hours of operation of Station Ticket Windows vary.

Can I make ticket reservations on the day I use the train?

You cannot make ticket reservations since you cannot receive tickets on the day you use the train. However, you can still purchase tickets on the day of train departure if there are available seats. Please buy the tickets from the ticket counters at the station after you arrive in Japan.

What happens if I do not collect my reserved ticket?

A ticket not collected before 9:00 p.m. (21:00, Japan Standard Time) of the day before departure is cancelled, and a 310 yen cancellation fee is charged to your registered credit card.

What happens if I pick up my ticket, but then it looks like I will have to miss the train? What happens if I actually do miss the train?

After you have picked up your ticket, if the train has not yet departed, you can change the ticket (to a different train/seat) free of charge, but you can only make such a change one time. Make the change at the Station Ticket Window of the nearest station. For a second or subsequent change, please hand in the ticket for a refund (the standard fee will be charged) and then purchase a new ticket.

If you have missed the train, ticket changes and refunds are not possible. However, on the same day as your missed train, you will be permitted to ride in an Ordinary Car (Coach Class) unreserved seat on another train.

What happens if I am unable to collect my reserved ticket by the deadline because my plane was late arriving (or for some similar reason)?

Tickets must be collected before 9:00 p.m. (21:00, Japan Standard Time) of the day before departure. (Tickets cannot be collected on the day of departure.) In any and all cases where a ticket is not collected by that deadline (including cases of airplane delays), the ticket is cancelled, and the 310 yen cancellation fee is charged to your registered credit card.

Can I refund my reserved-seat tickets after I have collected them?

The refund after the tickets have been collected can not be accepted through this web site. If you wish to refund the tickets which have been collected, please go to the nearest JR Ticket Office (Midori-no-madoguchi) bringing the tickets you collected and your registered credit card to go through the refund procedure.

* Cancellation fee up to two days prior to the departure date will be charged JPY 330 for per one seat and 30% of the Limited Express Reserved-seat Charge (The minimum cancellation fee is JPY 330) for per one seat will apply from the day before the departure date up until departure of the train specified, and will be charged to your registered credit card.

* Please note that no refund can be made for Limited Express tickets after the departure of the train specified.

What excursion type passes can I purchase at the same time I collect my reserved seat tickets?

At the same time you pick up your reserved seat ticket, you can purchase your JR EAST PASS (Tohoku area), (Nagano, Niigata area), JR TOKYO Wide Pass, Hokuriku Arch Pass, JR East-South Hokkaido Rail Pass, or HOKKAIDO RAIL PASS. Bring your passport with you to do this.

See our official homepage for details on the locations for sales and exchange of products, and more.

What excursion type passes can I exchange at the same time I collect my reserved seat tickets?

When you pick up your reserved seat ticket, you can exchange your pass if you bring your passport and the exchange order for your JAPAN RAIL PASS, JR EAST PASS (Tohoku area), (Nagano, Niigata area), Hokuriku Arch Pass, JR East-South Hokkaido Rail Pass, and HOKKAIDO RAIL PASS.

See our official homepage for details on the locations for sales and exchange of products, and more.

Concerning Inquiries

I have a question I would like to ask...

We will answer inquiries by e-mail. Please send your inquiry by selecting the "For Other Inquiries" option on the top page. Please note that we only accommodate inquiries in English.

Please keep in mind that while we are able to answer questions about reservation content and this reservation service, we are unable to answer questions about other subjects.

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