How can we help you?

Choose your stations, travel date and passengers, then select an available train and seat class. Check passenger details, ticket conditions and the total before paying.

The booking window depends on the train and travel date. A request made before tickets go on sale does not guarantee a seat; check the booking status after sales open.

Use the seat preferences offered for your train. Window seats, specific rows and seats together depend on availability and are confirmed only when tickets are issued.

Enter each child's age on the travel date. Child fares and infant seating rules depend on the train and seat type; check the passenger options and fare shown before payment.

Check the exact station on your itinerary. Osaka and Shin-Osaka, for example, are different stations; Shinkansen services use Shin-Osaka. Allow time for local transfers.

Check your order details and booking email for the delivery method and status. Follow the instructions sent after ticket issuance; also check your spam folder.

No. Payment confirmation and ticket issuance are separate steps. Wait for the issued ticket or collection instructions and check the confirmed train and seat before travelling.

It depends on the ticket. Some require collection at a supported machine or counter; others have specific boarding instructions. Follow your issued ticket instructions rather than assuming every QR code opens the gate.

Check your departure station, date, time, train and seat. Have the required ticket or collection details ready, and arrive early enough for collection, transfers and finding the platform.

Contact support or station staff promptly. Your options depend on the ticket conditions and train; a later train or refund is not automatically included.

Use the methods displayed at checkout for your order. Card and digital wallet availability can vary by currency, device and payment provider.

Review the currency, fare, fees and final total shown at checkout. Your bank or payment provider may apply its own exchange rate or additional charges.

Check your order status and payment account before paying again. If money was deducted but the order is not confirmed, contact support with the order number and payment time to avoid duplicate payment.

Limits depend on the operator and train. Check the current rules for dimensions, weight and number of items, and keep aisles and doors clear.

On the Tokaido, Sanyo and Kyushu Shinkansen, baggage with total dimensions over 160 cm and up to 250 cm generally requires a suitable baggage seat reservation. Check the current rules and availability for your service.

Bicycles usually need to be folded or dismantled and fully enclosed in a carrying bag. Rules for sports equipment and other large items vary; check the operator's requirements before booking.

Eligibility, deadlines and fees depend on the ticket conditions and order status. Read the refund policy and your booking terms, then submit a request through the available support channel.

Contact support before departure with your order number and requested change. Changes depend on ticket rules and availability and may require cancellation and a new booking with additional charges.

Check the railway operator's current service information and contact support about your order. Rebooking and refunds depend on the disruption and ticket rules; keep any official notices and receipts.

A cancellation request is not a refund confirmation. After approval, processing time depends on the payment provider and bank. Check the status in your order or contact support for an update.