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FAQ Frequently Asked Questions (Rail)

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Rail-related products question and answers

Q1 How can I change my reservation?
We recommend that you inform us by phone when making changes to a booking so that swift action can be taken. Whenever there is a change in your travel, the earlier booking has to be cancelled and a new booking with the new change will be made.
Take note that if the train tickets have already been issued and sent you to, you will have to return the cancelled tickets in order to qualify for a refund for the cancelled booking.

Q2 How can I cancel my booking?
[Tickets not issued yet] Cancellations should be made by phone whenever possible as delays could sometimes result in higher cancellation fee. Cancellations made on a weekend or holiday can only be processed on the next working day. Cancellation penalty will be in effect should cancellation notice be received with less than 3 weeks before the trip.
[Tickets already issued] This is the procedure for cancelling all JR train tickets when the tickets have been issued. In addition to informing our office of the cancellation, customers are required to take the JR train tickets to any of the JR train station ticket office for cancellation of an issued ticket. The JR station ticket office will put a stamp on all issued tickets to indicate that the tickets have been cancelled and be able to qualify for a refund. With the cancelled tickets, you will have to return it back to our office for us to process for the refund.

Q3 What cancellation fees apply?
For bookings made through us, the fee for cancellation is as below;
Time of noticeAdministrative chargeCancellation Penalty
More than 21 days1000yen each passengerno cancellation penalty
20 days or lesser-20% penalty
14 days or lesser-30% penalty
7 days or lesser-40% penalty
1 day before departure-50% penalty
Actual day / No-show-100% penalty

Q4 How far in advance can I make the booking?
Prices for our rail+hotel packages are released and published on our website 2-5 months before its departure date. Once prices are available, you will be able to file for the booking online.
Take note that for the result of the reserved seating booking request, the seat number will be known the following day after the release as Japan Railway(JR) releases the reserved seat result exactly 1 month before its departure date.

Q5 Do I have to have a mailing address in Tokyo in order to receive the tickets? I am planning to travel immediately after I arrive from my international flight.
Yes, it is compulsory for you to provide a mailing address in Tokyo in order for us to be able to deliver the train tickets and hotel voucher to you prior to your trip.
We would advise you to consider stopping for 1 night in Tokyo and do the trip the following day. This way we are able to deliver the tickets to your hotel prior to your trip starting the following day.

Q6 How do I receive my train tickets?
The train tickets and your hotel voucher will be delivered to your given address prior to your trip. We will be adding a 600yen ticket delivery fee for arranging the train tickets to be delivered to your hotel or apartment address in Tokyo.

Q7 Can you send the tickets to a AirBnB address?
Yes, provided you make efforts to collect the tickets from our contracted delivery service company.
You have to understand that compared to delivering the train tickets to a hotel and an apartment address, your hotel will be preferable as your hotel front desk will be able to receive the tickets on your behalf and hand the tickets to you when you check-in at your hotel. Whereas when we deliver the tickets to your apartment address, there is no one except you to collect the tickets on your own. If you are willing to find time to be at the apartment or arrange for someone to be at home to collect the tickets from our delivery service company, we will be able to deliver the tickets to your AirBnB address.
The good thing is that the delivery service that we are using(Yamato Takkyubin Delivery Service) allow us to timed the delivery by specifying the preferred delivery date and to indicate a preferred delivery block time. (The available block times are; ①0900h~1200h, ②1400h~1600h, ③1600h~1800h, ④1800h~2000h, and ⑤1900h~2100h.)

Q8 Can you send the train tickets to an oversea address?
Yes, it is possible but it is not recommended. This is because in the event that the tickets have been sent to you and you have decided to cancel the tickets due unforseen circumstances, and in this case the tickets must be returned to us before the commencement of the trip in order to qualify for a refund. In the event that the returned tickets do not reach us at least 1 day before the starting date of the trip, we will not be able to obtain any refund from supplier.

Q9 Why are there no prices shown on certain dates in the price calendar?
Very often you will find prices are not available for certain dates especially when it falls during the travel peak seasons in Japan (mainly during the year-end and New Year period, Sakura viewing seasons, Summer holidays, festive seasons, Golden week, Silver week and long-weekends). You will easily be paying more than double or triple the price for the same deal. When the price is more than double its usual price, we usually do not publish the price.

Q10 Am I able to get a partial refund? I have purchased a 5D4N rail+hotel package for Kyoto with round-trip train tickets originating from Tokyo. Can I get a refund for not using my accommodation on the last night as I planned to stay for 1 night in Osaka instead?
You have purchased a package which the round-trip train tickets and hotel that comes as a set. There will be no refund possible for anything not utilized. We do not benefit from anything if you do not use any of the train tickets or hotel accommodation or any other things that comes with your package.

Q11 Can I hold on to a reservation without payment?
It is not possible and we do not have this service.

Q12 Do I need a credit card to reserve a ticket?
A credit card is not necessary to reserve a ticket. However, in the event that your travel is immediate (departing in less than 20 days), the credit card will be useful as a security deposit so that we can secure the seat while we wait for your payment through bank remittance.

Q13 I have purchase a train ticket using reserved seating on the train departing at 10:00am, can I change to the same train leaving at 11:00am instead?
Once the train ticket has been issued it cannot be changed. However the good thing about the JR train ticket is that you are allowed to take the next train on the same sector if you have missed the train you have reserved. And in this case, you will only be allowed to use the non-reserved section of the train cabin(free-seating cabin).
※Take note that this boarding of the next train service is only applicable to Allotment (A), Allotment (B) and Allotment (C) tickets only. It is not applicable for Limited Special Allotment tickets(that are usually use between Tokyo and Hiroshima, and between Tokyo and Gala-Yuzawa).