How can we help you?

Choose your departure and arrival stations, travel date and passengers. Compare trains and seat types, enter the requested passenger and contact details, then review the total and ticket conditions before paying.

Available dates depend on the route and ticket supplier. Check the search calendar. A date offered before railway sales open may be a pre-sale request; seat confirmation and ticket issuance must wait until sales open.

Enter ages as of the travel date and use the passenger categories shown when booking. Child fares and whether an infant needs a separate ticket depend on age, seat use and the ticket rules. Contact support before paying if unsure.

Use the seat options offered for your train. Window, aisle and adjacent-seat requests depend on availability and are only confirmed by the issued ticket. Booking together does not guarantee adjacent seats.

Payment confirmation means your payment was received. Your order may still be awaiting seat reservation or ticket issuance. Travel using the issued ticket and its instructions, rather than the payment receipt. Check My Order for the latest status.

A pre-sale order is a request made before railway ticket sales open. Seats can only be confirmed after sales open, subject to availability. Check your order for updates and contact support if your travel date is approaching.

This depends on the ticket issued. Some tickets support QR entry; others provide a collection code that must be exchanged for a paper ticket. Follow the instructions in your ticket email, including the collection location and any required documents.

Check My Order, your spam folder and the email address used for booking. If the order is still being ticketed, the travel document may not yet be available. If it shows issued but you cannot access the ticket, contact support with your order number.

Use the payment methods displayed at checkout for your order. Availability may depend on your device, country and payment provider. Complete any bank verification and wait for the payment result before closing the page.

Review the currency, ticket price and any service or payment fees in the checkout total before paying. Your bank or wallet may apply its own currency conversion rate or additional charges.

Check My Order and your bank or wallet record before trying again. If money was deducted but the order remains unpaid or unclear, contact support with the order number and payment time to avoid duplicate payments.

Check the operator rules for your route, including the number of bags, weight and dimensions. Measure the height, width and depth including wheels and handles. Keep aisles and doors clear, and store bags in the permitted spaces.

Oversized baggage may require a designated seat or storage reservation on some Shinkansen routes. Check the current rules and available baggage options for your train before booking. Contact support if the required option is not shown.

Cancellation eligibility, deadlines and fees depend on your ticket and order status. Read the conditions shown before payment and the Refund Policy. Open My Order or contact support to request cancellation; it is only complete once confirmed.

Changes depend on the ticket rules, availability and whether the ticket has been issued or collected. A fee, fare difference or a new booking may be required. Contact support with your order number and requested change before departure.

Check the refund status and approved amount in your order or support confirmation. After a refund is processed, the time for it to appear depends on the payment provider and bank. Contact support if it has not arrived within the timeframe given for your case.

Allow time to find the correct station, collect tickets if needed and locate your platform. Large stations and busy periods need extra time. All departure times refer to local time in Japan; follow the boarding instructions on your ticket.

Contact station staff promptly and check the operator service updates. Eligibility for another train, a change or a refund depends on your ticket and the disruption. Contact support about your booking before buying a replacement ticket.