FAQ

(From your country of residence)
Passes can be purchased from JR EAST’s official site below from 10:00 (JST) one month before the boarding date.
URL: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. * Available tickets are limited to JR EAST, JR Hokkaido, and the Hokuriku Shinkansen. For other lines, such as the Tokaido Shinkansen, please visit the respective JR company’s website.

(After arriving in Japan)
You can purchase tickets from JR-EAST Train Reservation, at ticket counters of major stations, Reserved Seat Ticket Vending Machines, and JR EAST Travel Service Center 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, click here. For information on the Reserved Seat Ticket Vending Machines, click here.

Ticket changes and refunds are handled differently depending on the circumstances.

■ Ticket changes

• Exchanging unused tickets
  Unused tickets that are still within their validity period (some ticket types excluded) can be exchanged once for the same type free of charge. Any difference in fare must be paid, and any excess will be refunded.
• Changes after the start of your trip
  If you wish to change your ticket after starting your journey, you will be required to pay any additional fares or charges. However, no refund will be made even if the total paid exceeds the revised fare. For basic fare tickets, a refund may be available if there is an unused portion of at least 101 km.

■ Ticket refunds

• Refunds for unused tickets
  An unused ticket that is still within its validity period may be refunded, subject to a prescribed cancellation charge.

* Except where special conditions apply, passes may be refunded only if they are unused and within their validity period. Refunds must be made at the place of purchase and are subject to a handling fee. If you have a reserved seat (to be used with a pass), refunds cannot be made after the scheduled departure time of the train.

​Go here for more information.
To cancel tickets reserved through JR-EAST Train Reservation, please refer hereOpens 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.
For more information, go hereopens in a new window.

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.
Children under 6 years old will need a ticket or pass to secure 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.

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)
Passes can be purchased from JR EAST’s official site below from 10:00 (JST) one month before the boarding date.
URL: 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 Machines, and JR EAST Travel Service Center starting from 10:00 (JST) one month before the boarding date. (Some tickets are not available)
For JR-EAST Train Reservation, click here. Opens in a new window. For information on JR EAST Travel Service Center, click here. For information on the Reserved Seat Ticket Vending Machines, clickhere. Opens in a new window

If you purchase a ticket for an area not covered by your pass beforehand at a ticket office, you can continue riding without needing to get off the train.
In this particular case, you can keep riding if you buy a separate ticket for the portion from Sakudaira to Nagano.
Reservations cannot be made through JR-EAST Train Reservation, so please inquire at the station.

Please see here for information on pick-up locations.

You can only pick up your ticket at Narita Airport Terminal 1 Station and Narita Airport Terminal 2・3 Station.
Please 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.

JR-EAST Train Reservation

You can log in using the link at the top of the page.

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 p.m. 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.

JR-EAST Train Reservation

You can log in using the link at the top of the page.

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 reserved seat tickets directly at the JR station counter or at a Reserved Seat Ticket Vending Machine.
Additionally, you cannot make reservations for seats that are impossible to board, such as overlapping bookings in the same time slot.

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.

JR-EAST Train Reservation

You can log in using the link at the top of the page.

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 p.m. 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.

(Shinkansen)
Yes, luggage can be stored for free without a reservation if there is space.
* Some shinkansen do not have a luggage area.

(Limited express trains)
Depending on the train, luggage can be stored for free without a reservation if there is space.

For more details, please refer to our Oversized Luggage Guide.

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 details, please refer to our Oversized Luggage Guide.

Hours of operation vary depending on the station.
The main stations are as follows. * Subject to change.

■Airport
Narita Airport Terminal 1: 8:30 - 19:00
Narita Airport Terminal 2 and 3: 8:30 - 20:00
Haneda Airport: 6:45 - 20:00

■ Major stations in the Tokyo metropolitan area
Tokyo: 8:30-19:00
Ueno: 8:00 - 18:00
Ikebukuro: 10:00 - 17:00
Shinjuku New South Exit: 8:00-19:00
Shinjuku East Exit: 9:00-18:00
Shibuya: 9:00-18:00

For other stations and more details, please click 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 may not accept the card.

The balance on Welcome Suica cannot 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.

You can check the expiration date on the reference paper provided with your purchase.
Note: The card expires 28 days after the date of purchase. The GOOD THRU on the back of the card is not the expiration date.

If your card doesn’t work even though your Welcome Suica card is still valid and has a sufficient balance, you may be experiencing one of the following issues. Check your card holder and if you still can’t use the card, ask a station attendant in a Suica area for help.

• There may be something in your card holder that is preventing the automatic ticket gate from scanning your card.
• Your card may not have processed properly the last time you used it at an automatic ticket gate.
• You have used a station outside the Suica area, and your card need to be adjusted.

If the issue persists, or if you wish to request a refund for a malfunction, please see herefor “If your Welcome Suica stops working.”

The “Reference Paper” is a document provided when you purchase a Welcome Suica card or a discount ticket. It contains information such as the validity period of the Welcome Suica and the passenger category (adult or child).

You can check the validity period and details of your discount ticket on the reference paper.
* This information is not displayed on the Welcome Suica card.
* Please carry the reference paper with you at all times after purchase and present it to staff upon request.

Please refer to the “Reference Paper” here for more details.

We cannot reissue passes if they are lost or stolen.

You can check and print a history (statement) of how you have spent your balance (money added by charging) at ticket vending machines, multifunctional ticket vending machines and charging machines in the Suica area.

You can check your balance (the amount left of the money you added by charging) at ticket vending machines, multifunctional ticket vending machines and charging machines in the Suica area. Your balance is also displayed on the ticket gate when you pass through.
​

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

From Narita Airport, the Narita Express goes directly to major stations in central Tokyo (Tokyo, Shinjuku, Shibuya, and Shinagawa) and to Yokohama.
It takes about an 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.

See JR EAST service information  hereOpens in a new window.
See our X account hereOpens in a new window.
See Doko-Train information hereOpens in a new window.

For lost items, please contact 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.

Go here for more details.

We offer a wide range of sightseeing information for the East Japan area, alongside our special Joyful Trains, where the journey itself is part of the travel experience. We also provide information on various discount tickets to ensure you get the most out of your journey.