FAQ

(From your country of residence)
Tickets can be purchased from JR EAST’s official site below from 10:00 (JST) one month before the boarding date.
Link: https://www.eki-net.com/jreast-train-reservation/Top/Index?Opens in a new window. Go here to learn more about picking up your tickets after purchasing them.

(After arriving in Japan)
You can purchase tickets from JR-EAST Train Reservation, at ticket counters of major stations, Reserved Seat Ticket Vending Machine, and JR EAST Travel Service Center (Ekitabi Concierge) starting from 10:00 (JST) one month before the boarding date.
For JR-EAST Train Reservation, click here. Opens in a new window. For information on JR EAST Travel Service Center (Ekitabi Concierge), click here For information on the Reserved Seat Ticket Vending Machine, clickhere. Opens in a new window.

Please take a look here.
For tickets reserved through the JR-EAST Train Reservation, please see here. Opens in a new window.

On JR EAST’s official ticket reservation site, you can purchase rail passes and individual tickets.
The service is free to join and use, and there are no ticketing fees.
Refunds can be handled free of charge for individual tickets until 21:00 (JST) on the day before the date of usage and for rail passes until 23:50 (JST) on the day before the usage start date.
This convenient option lets you pick up your ticket or pass at the station without having to wait in the ticket office line.
Please go hereOpens in a new window.for more information.

A ticket is required for children aged 6 and over. Children aged 11 and under are eligible for child fares, while those aged 12 and over must pay the adult fare.
Even children under 6 years old require a ticket or pass for a reserved seat.

If you lose your ticket before or after the start of your trip, you will have to purchase a new ticket at full price.
In this case, the ticket will be marked Funshitsusai (紛失再). If you purchase a ticket again, you will receive a Saishujushoumei (再収受証明) at the manned gate of your destination station, so please keep it with you.
Refunds for tickets will incur a handling fee.
*Passes cannot be reissued.

This type of ticket gives you unlimited rides on select trains in a designated area for a set period of time.
JR EAST sells passes for areas in eastern Japan, including the Tokyo area, as well as Tohoku (Sendai, Aomori, and Yamagata) with its beautiful four seasons, and Nagano and Niigata, which are famous for their snow leisure activities and hot springs.
Please go here for more information.

(From your country of residence)
Tickets can be purchased from JR EAST’s official site below from 10:00 (JST) one month before the boarding date.
Link: https://www.eki-net.com/jreast-train-reservation/Top/Index?Opens in a new window Go here to learn more about picking up your passes after purchasing them.

(After arriving in Japan)
You can purchase tickets from JR-EAST Train Reservation, at ticket counters of major stations, Reserved Seat Ticket Vending Machine, and JR EAST Travel Service Center (Ekitabi Concierge) starting from 10:00 (JST) one month before the boarding date.
For JR-EAST Train Reservation, click here. Opens in a new window. For information on JR EAST Travel Service Center (Ekitabi Concierge), click here For information on the Reserved Seat Ticket Vending Machine, click here Opens in a new window.

If you first purchase a ticket for a section outside your intended travel area at the station ticket counter, you can continue riding the train without getting off.
In this case, you will need to buy a separate ticket for the section between Sakudaira and Nagano.
Reservations cannot be made through JR-EAST Train Reservation, so please inquire at the station.

Please see here for details on pick-up locations.

Yes, you can pick it up.
Please click here for information on the stations where you can pick up your pass.

Pick up is only available at Narita Airport Terminal 1 Station and Narita Airport Terminal 2・3 Station.
lease note that it cannot be picked up at any other stations.

Yes, it can be issued.
After completing your reservation (and payment), go to Member Information (login required) > Your Reservations/Cancel a Reservation > Select “Issue a record of use and receipt” from each application on the screen to issue a record of use and receipt.

Unfortunately, we are unable to change the passport number that was entered at the time of booking.
Please cancel your current reservation and make a new one with the correct information.
If you cancel by 11:50 on the day before your rail pass starts, you will receive a full refund without any handling fee, provided your ticket has not yet been issued.

A valid passport is required to purchase, exchange, and use a rail pass.
If your passport is currently being renewed and you do not have it with you, or if you have lost your passport, you will not be able to use your rail pass.
*You cannot redeem/purchase a rail pass by presenting a residence card or other form of identification in place of a passport.

Rail pass holders can make up to 15 online reservations, including the pass itself.
If a system error occurs, it may indicate that you have reached the reservation limit for the number of trains.
Once you pick up your reserved ticket at the station, the reservation limit will be reset, and you will be able to make additional seat reservations.
After receiving your rail pass, you can also book reserve seat tickets directly at the JR station counter or at a Reserved Seat Ticket Vending Machine.
Reserved seats may not be booked when they cannot actually be used, such as booking reserved seats for the same time on different trains.

Reservations for the Tokaido and San'yō Shinkansen cannot be made through JR-EAST Train Reservation.
JR-EAST Train Reservation allows you to make reservations for JR EAST trains.

JAPAN RAIL PASS cannot be purchased, and reserved seats cannot be booked through JR-EAST Train Reservation.

After logging in to JR-EAST Train Reservation, select the "Purchase tickets" button.
Once you select the Shinkansen you want to board, buttons for "GranClass" and "Green Car" will appear. Be sure to check "Purchase Super (Limited) Express Train ticket only."
After purchasing a Green Car or GranClass Super (Limited) Express Train ticket, please cancel your original reserved seat for the Ordinary Car.
If the ticket has not yet been issued, refunds will be processed without handling fees until 21:00 the day before.

The pass type and validity period cannot be changed, so please request a refund and purchase a new pass.
If you cancel by 11:50 the day before the start of use, and the pass has not yet been issued, you will receive a full refund without handling fees.

We cannot reissue passes if they are lost or stolen.

Yes, you can pick it up.
Please click here to see the stations where you can pick it up.
There is no need to make a new reservation to change the pick-up location.

For shinkansen:
Yes, luggage can be stored for free without a reservation if there is space. * Some shinkansen do not have a luggage area.
For more details, go here.

For limited express trains:
Depending on the train, luggage can be stored for free without a reservation if there is space.
Please check the specific train’s page for more details.

It is available at major stations.
Go hereOpens in a new window. to learn more.

There are no designated seats for passengers with oversized luggage on the Hokkaido, Tohoku, Akita, Yamagata, Joetsu, and Hokuriku Shinkansen lines.
There is a luggage storage area on board, which does not require a reservation.
*Please note that some trains do not have luggage storage areas.
For more information, please check the information about the train you will be taking here.

Please see here.

This is an e-money card (Suica card) for temporary visitors to Japan.
By topping up the card in advance, you won’t need to buy a ticket each time you ride the train.
This convenient card can be used to ride trains, buses, and the subway, as well as for shopping.
Please go here for more information.

Welcome Suica cards have a usage period of 28 days and aren’t charged a deposit fee when purchased.
You can take the card home with you as a souvenir after you use it.
Suica cards do not have a limited usage period, but a 500-yen deposit is required to purchase a card.
See the links below for more information.
Welcome Suica cards: https://www.jreast.co.jp/multi/welcomesuica/welcomesuica.html Suica cards: https://www.jreast.co.jp/multi/pass/suica.html

Welcome Suica can be used throughout the country, even outside the eastern Japan area.
For more information, please see the "Using Your Welcome Suica Card - Getting Around" section here.
*Some areas pay not accept the card.

The balance on Welcome Suica can not be refunded.
Please note that the card will no longer be usable after the validity period has passed.

Unfortunately, Welcome Suica cannot be charged using a credit card.
It can only be charged with cash.

Please refer to the "If your Welcome Suica card stops working."

Please refer to the "Reference Paper" here.

We cannot reissue passes if they are lost or stolen.

Yes, we have a route search service.
Go hereOpens in a new window. to do route searches to your destination and purchase related tickets.

The Narita Express goes directly to major stations in downtown Tokyo (Tokyo, Shinjuku, Shibuya, and Shinagawa) and to Yokohama.
It takes roughly one hour from the station at the airport to Tokyo Station.
Please go here for more information.
Purchase a N'EX TOKYO round trip ticket to save even more.

We cannot provide such compensation.
For information on ticket refunds due to train delays or suspensions, go here.

JR EAST service information is available hereOpens in a new window
X opens in a new window here​
Doko-Train will open in a new window hereOpens in a new window

For lost items, please contact a station staff directly.
If you cannot go to the station, please call JR East Infoline (050-2016-1603).
(For international calls, please dial +81 50 2016 1603.)

You can check the JR EAST route map here.

Yes, you can board with a wheelchair.
Please ask the station staff for help, as we will guide you. Please see
hereOpens in a new window.

Go here for more information.

It is possible to board with a pet if certain conditions are met
For more information, please see Regarding Allowable Baggage here.