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 the Tohoku Shinkansen ("Hayabusa", "Hayate", "Yamabiko" and "Nasuno"), Akita Shinkansen ("Super Komachi" and "Komachi"), Yamagata Shinkansen ("Tsubasa"), Joetsu Shinkansen ("Max Toki", "Toki", "Max Tanigawa" and "Tanigawa"), Nagano Shinkansen ("Asama"), Narita Express (between the Tokyo metropolitan area and Narita International Airport), Limited Express trains on the Joban Line ("Super Hitachi" and "Fresh Hitachi" : between the Tokyo metropolitan area and Mito/Iwaki area), the Chuo Line ("Super Azusa", "Azusa" and "Kaiji" : between the Tokyo metropolitan area and Kofu/Matsumoto area), the Tokaido/Ito Line and the Izu Kyuko Line ("Super View Odoriko" and "Odoriko" : between the Tokyo metropolitan area and Izu area), the Tobu-Nikko Line ("Nikko", "Spacia-Nikko", "Kinugawa" and "Spacia-Kinugawa" : between the Tokyo metropolitan area and Nikko/Kinugawa area) and the Hokuetsu Kyuko Line ("Hakutaka" : between Echigo-Yuzawa and Naoetsu) for travel in the Tokyo metropolitan area and the Kanto, Tohoku and Joshinetsu regions.
- 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.
- The reservation processing is done at the reservation center in Japan. You will be notified by e-mail whether or not your Shinkansen seat reservation was successful. This e-mail is usually sent within 24 hours.
- If your reservation was successful, after arriving in Japan please collect your tickets at a Midori-no-madoguchi (Reservation Ticket Office), a View Plaza (Travel Service Center) or a Information Center located in certain major JR-East station that you specified in your reservation. 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, you may find it convenient to print out the "Reservation Result" screen and bring it with you.)
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. However, since tickets cannot be collected outside of the JR-East area (Tokyo metropolitan area and the Kanto, Tohoku, and Joshinetsu regions), this site intended primarily for customers who are entering Japan via Narita International Airport (NRT) or Tokyo International Airport (Haneda/HND).
(Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima, Fukuoka, or Sapporo.)I plan to travel using the JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass. Can I make my reservations using this site?
Yes, you can make your reservations here. When you collect your reserved seat tickets in Japan, show your JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area 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) JAPAN RAIL PASS or JR EAST PASS, you must pay a separate Green Car (First Class) fare.
The JAPAN RAIL PASS and the JR EAST 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.
However, the following reservations can not be made for the Limited Express trains included the area between stations using the JAPAN RAIL PASS: the Izu Kyuko Line (between Ito and Izukyu-Shimoda), the Tobu-Nikko Line (between Tochigi and Tobu-Nikko/Kinugawa-Onsen) and the Hokuetsu Kyuko Line (between Muikamachi and Naoetsu).
Can I purchase a JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass on this site?
No, the JAPAN RAIL PASS, JR EAST PASS, and JR Kanto Area Pass are not sold on this site.
- The JAPAN 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 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 can also be purchased in Japan by presenting your passport and return flight ticket.
- You must purchase the JR Kanto Area Pass at specified locations in Japan.
Please see the JAPAN RAIL PASS or JR EAST PASS website for further details.
>> JAPAN RAIL PASS Official Site>> JR EAST PASS Official Site
>> JR Kanto Area Pass Official SiteWhat 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 17:00 (5:00 p.m.) 3 days before the departure date.
You must collect your tickets by 9:00 p.m. (21:00, Japan Standard Time) the day before the departure date at the designated location within the JR-EAST service area. If you do not collect the tickets by then, a 300 yen cancellation fee will be charged, and the reservation will be cancelled.
There is no fee for refunds or cancellations made up until midnight (24:00, Japan Standard Time) 2 days prior to the departure date, but the 300 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.
What is the recommended browser and operating environment for using this site?
Viewing recommended with Microsoft Internet Explorer 6.0 SP2, 7.0 or 8.0. Also, cookies and JavaScript must be enabled in the web browser settings. The reservation system may not operate normally in other web browsers.
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 Shinkansen Reservation Service Agreement and the JR-EAST Shinkansen 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 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. Viewing recommended with Microsoft Internet Explorer 6.0 SP2, 7.0 or 8.0. Also, cookies and JavaScript must be enabled in the web browser settings. The reservation system may not operate normally in other web browsers.
- 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.
I want to cancel my membership...
Please follow the membership cancellation procedure by selecting the "Cancel Membership" option 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 the cancellation occurs by midnight (24:00, Japan Standard Time) 2 days prior to the departure date, but the 300 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.
Regardless of the cancellation application date, existing reservations will be refunded without a charge as long as the train has not yet departed. (If the train has already departed, the designated refund charge will be charged.)
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.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 area (Tokyo metropolitan area and the Kanto, Tohoku, and Joshinetsu regions).
(Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima, Fukuoka, or Sapporo.)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 JR-EAST Shinkansen and Limited Express trains 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. People who have a JAPAN RAIL PASS, a JR EAST PASS, or a JR Kanto Area Pass do not need to buy the Basic Fare Ticket (the PASS covers the Basic Fare).
Since the JAPAN RAIL PASS, the JR EAST PASS, and the JR Kanto Area Pass cover 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 JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass. (Keep in mind that if you do not show your pass, you will have to pay a separate charge.)
For which trains can I make reservations on this site?
Reservations can be made for Tohoku Shinkansen ("Hayabusa", "Hayate", "Yamabiko" and "Nasuno"), Akita Shinkansen ("Super Komachi" and "Komachi"), Yamagata Shinkansen ("Tsubasa"), Joetsu Shinkansen ("Max Toki", "Toki", "Max Tanigawa" and "Tanigawa"), Nagano Shinkansen ("Asama"), Narita Express (between the Tokyo metropolitan area and Narita International Airport), Limited Express trains on the Joban Line ("Super Hitachi" and "Fresh Hitachi" : between the Tokyo metropolitan area and Mito/Iwaki area), the Chuo Line ("Super Azusa", "Azusa" and "Kaiji" : between the Tokyo metropolitan area and Kofu/Matsumoto area), the Tokaido/Ito Line and the Izu Kyuko Line ("Super View Odoriko" and "Odoriko" : between the Tokyo metropolitan area and Izu area), the Tobu-Nikko Line ("Nikko", "Spacia-Nikko", "Kinugawa" and "Spacia-Kinugawa" : between the Tokyo metropolitan area and Nikko/Kinugawa area) and the Hokuetsu Kyuko Line ("Hakutaka" : between Echigo-Yuzawa and Naoetsu).
Reservations can not be made for the Tokaido & Sanyo Shinkansen, or for the Kyushu Shinkansen. You can not use this site for the tickets to Nagoya, Kyoto, Osaka, Hiroshima and other cities on those lines.
Also, the following reservations can not be made for Limited express trains which arrive and depart within the area between stations: the Izu Kyuko Line (between Ito and Izukyu-Shimoda), the Tobu-Nikko Line (between Tochigi and Tobu-Nikko/Kinugawa-Onsen) and the Hokuetsu Kyuko Line (between Muikamachi and Naoetsu).
And moreover, the following reservations can not be made for the Limited Express trains included the area between stations using the JAPAN RAIL PASS: the Izu Kyuko Line (between Ito and Izukyu-Shimoda), the Tobu-Nikko Line (between Tochigi and Tobu-Nikko/Kinugawa-Onsen) and the Hokuetsu Kyuko Line (between Muikamachi and Naoetsu).
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 a child under age 6 is going to sit on a seat, that child will need a Child ticket.
When a JAPAN RAIL PASS or JR EAST PASS is being used, the standard for age is the age as of the issue date of the Exchange Order.
Until when can a reservation be made?
Up until 5:00 p.m. (17:00, Japan Standard Time) 3 days prior to the departure date.
I plan on traveling in Japan using a JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area 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 JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass do not have to pay this charge. When you collect your tickets in Japan, please show your JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass. (Keep in mind that if you do not show your pass, you will have to pay a separate charge.)
How far back does the reservation history go?
The past year's activity (up to a maximum of 300 items) can be viewed. View the reservation history by selecting the "Reservation Result" option 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 Japan, please present your valid discount certificate.
Concerning Cancellations and Changes
Can I cancel my reservation?
Please do the cancellation on this site by 21:00 (9:00 p.m.) Japan time on the day before the departure date. There is no cancellation fee for cancellations made up to midnight (24:00, Japan Standard Time) 2 days prior to the departure date, but cancellation fees are applied 300 yen for 1 seat after this time, and will be charged to your registered credit card.
Can I change my reservation?
If you want to change your reservation, please complete the new reservation inquiry by 5:00 p.m. (17:00, Japan Standard Time) 3 days before the departure date. If the new reservation is successful, please cancel your old reservation by midnight (24:00, Japan Standard Time) 2 days before the departure date. (If old reservation are not cancelled, a cancellation fee will be applied.)
I want to cancel my request for a reservation before I receive a "Notice of the reservation result". How can I cancel it?
Please select the "For Other Inquiries" option on the top page and inform us of your cancellation, including the details of your reservation. (The date of your travel, the name of the trains and the name of the stations you take and get off.)
After confirmation of your request, your reservation will be canceled.
Concerning Collecting Tickets
Where can I collect (pick up) the tickets that I reserved?
Please collect tickets at a Midori-no-madoguchi (Reservation Ticket Office) or a View Plaza (Travel Service Center) of the station that you specified in your reservation; they can be found at certain major JR-East stations, including, for example, Narita Airport Terminal 1 Station and Airport Terminal 2 Station.
You cannot collect tickets outside of the JR-East area (Tokyo metropolitan area and the Kanto, Tohoku, and Joshinetsu regions). Cities where tickets cannot be collected include Nagoya, Kyoto, Osaka, Hiroshima, Fukuoka, or Sapporo.
And moreover, at each of the station on the Izu Kyuko Line, the Tobu-Nikko Line and the Hokuetsu Kyuko Line which are not operated by East Japan Railway Company, reserved tickets can not be collected.
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 by 9:00 p.m. (21:00, Japan Standard Time) on 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"
* The original station ticket window which you first chose remains in the reservation details on the screen, but you can of course collect your tickets at any desired station ticket window or on any desired date within the limitations listed above.
When collecting your tickets, please bring all reply e-mails entitled Notice of Reservation Results (with reservation numbers) as well as your registered credit card with you.
When using JAPAN RAIL PASS, JR EAST PASS, or JR Kanto Area Pass please remember to bring the Pass as well.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, you may find it convenient to print out the "Reservation Result" screen and bring it with you. If possible, please print out the Reservation Result e-mail and bring it with you.
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 by 9:00 p.m. (21:00, Japan Standard Time) on 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.
What happens if I do not collect my reserved ticket?
A ticket not collected by 9:00 p.m. (21:00, Japan Standard Time) on the day before departure is cancelled, and a 300 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 by 9:00 p.m. (21:00, Japan Standard Time) on 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 300 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 East Reservation 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 320 for per one seat and 30% of the Limited Express Reserved-seat Charge (The minimum cancellation fee is JPY 320) 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.
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 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.
