Shinkansen Tour Direct
Boarding Guide

Please allow yourself enough time to pick up your Shinkansen tickets on the day of boarding.

The period for pick up tickets at ticket vending machines has been changed
from "1 month before boarding date" to "7 days before boarding date".

How to pick up the ticket

①How to pick up the ticket?

Click here for how to pick the ticket.

②Where to pick up the ticket?

Click here for where to pick the ticket.

③What is required to pick up the ticket?

You will need both Pick-up code("QR code" or "16 alphanumeric characters") and Confirmation code (6 digits) to pick up your tickets.

④How to issue the pick-up code?

Click here for how to issue the pick-up code.

⑤If the "Issue Pick-up code" button on the screen are inactive and cannot be pressed.

The reservation may have been already canceled or the boarding date has already passed.

⑥If the pick-up code is not issued.

It may not be available from 11:30 pm to 5:30 am the following day (JST) due to system maintenance. Please try after the maintenance hours.

⑦If the pick-up code is not reissued.

The ticket may have already been received otherwise it is out of service (Available from 11:30 pm to 5:30 am the following day (JST) due to system maintenance. Please try after the maintenance hours).
If you have any problem, please contact The Shinkansen Tour Direct Desk(Business hours/10:00~19:00).
Tel:03-3865-5385

⑧How to pick up the ticket reserved by PC (not a smartphone)?

Please print your pick-up code and bring it with you.

⑨If you lost your printed matter of pick-up code.

You should reissue the pick-up code immediately to prevent others' use.

⑩If you do not have the pick-up code for some reason.

Please come to our branch to issue the tickets druing business hours.
Otherwise please purchase the same ticket (same section, train, facilities) and receive the receipt for repurchased tickets or proof stamp for refund on the ticket from an attendant at the ticket gate and take it home(Do not give your used ticket to the station attendant).
After the trip within one month, please send a used ticket with a proof stamp for refund.

Send to
Sanei Bldg. 4F, 1-5-8 Kyobashi, Chuo-ku, Tokyo 104-0031
Shinkansen tours Direct Desk, JR Tokai Tours, Inc.

⑪How many minutes before departure of the train to pick-up the ticket?

To avoid congestion at the station, please take yourself enough time to pick up your tickets on the day of boarding.

⑫If it is expected to miss the reserved train due to the conjestion.

If you miss your train, you can get on any of the later trains on the same day, but only non-reserved seats.

⑬From when to when can I pick up the ticket?

  • [Pick up at Ticket vending machinse]
    7 days before boarding date.
  • [Pick up at JR Tokai Tours branch offices]
    1 month before boarding date.

⑭Is it possible to pick-up both of going and returning tickets at the same time?

Yes, you can get the ticket for each train. Please note that the pick-up code and confirmation code are different for each train.

⑮How to get the ticket when the applicant and the participant are different?

If you apply for other travelers and do not participate in the tour, please pick up tickets in advance and hand the tickets over to travelers.
You can also print out or take a screenshot of the pick-up code and the comformation code and give it to travelers.

⑯Does the ticket go invalid after the departure date?

The ticket will become invalid and no refund after the departure date.

At a ticket vending machine

①How to pick up the ticket?

Click here for how to pick the ticket.

②If the button to pick-up the tikcet does not appear on the screen.

It's not the designated ticket machine. You should find the right machine. Reserved tickets can only be picked up from specific ticket vending machines near Tokaido Shinkansen ticket gates at your departure stations.
Click here for where to pick the ticket.

③Is it possible to pick up the ticket by printed matter or screenshot of the pick-up code or QR code?

Yes. Scan your "Pick-up code(QR code)" with QR code reader.

④If the booked train does not appear on the screen.

Tickets may have been already be picked up or canceled.

⑤If the code cannot be read.

If "QR code" cannot be read, enter the "Pick-up code(16 alphanumeric characters)".

⑥The pick-up code is read on the terminal but an error is displayed.

If "QR code" cannot be read, enter the "Pick-up code(16 alphanumeric characters)".
In case if it doesn't work, there are the following possibilities;

  1. ①The reservation may have been already canceled.
  2. ②The boarding date has already passed.
  3. ③The ticket may have already been received.
  4. ④The pick-up code become invalid and the new code should be reissued.

Other than the above, please come to our branch to issue the tickets druing business hours or please contact The Shinkansen Tour Direct Desk(Business hours/10:00~19:00).
Tel:03-3865-5385

About the reserved train

①Getting on or off the train on the way.

Shinkansen tickets of this tour are effective between departure and arrival stations printed on the tickets only.
During this tour, you may not stop-over or change the trains unless it is mentioned on the tickets.

②Can I enter the Shinkansen ticket gate via the local line ticket gate?

Only specific gates will allow access to the Shinkansen. Please click here.

③How to transfer to the local lines?

Only specific gates will allow access to the Shinkansen. Please click here.

④If you miss the train.

If you miss your train, you can get on any of the later trains on the same day, but only non-reserved seats.

⑤Can I get on the train that departs earlier than the one I reserved?

You cannot get on trains earlier than the train you reserved.

⑥Are there any application of charges within a specific city area?

Shinkansen tickets are effective between departure and arrival stations printed ont the tickets only.
Please buy other tickets between the Shinkansen stations and other stations.

⑦Extra charge for oversized specified luggages.

From May 20, 2020, passengers are required to reserve a seat with oversized baggage area when bringing baggage with overall dimensions of more than 160 cm (hereinafter referred to as “extra-large luggage”) the Tokaido, Sanyo, and Kyushu Shinkansen (there is no reservation fee, but the number of seats is limited). However, since we cannot arrange for seating in the oversized baggage area for this product, “oversized baggage” cannot be brought on board. If you bring “oversized baggage”, you will be required to pay a fee of 1,000 yen (tax included) on board. We ask that you divide your baggage into smaller sizes if possible. Passengers who wish to bring “oversized baggage” must purchase an item that can be reserved for a seat in the oversized baggage area in advance. If you have any questions, please contact "The Shinkansen Tour-Direct Desk". For more information on "oversized baggage," please visit the JR Tokai website.

⑧About Operation information

Tokaido Shinkansen Status Information
https://traininfo.jr-central.co.jp/shinkansen/pc/en/index.html [for PC]
https://traininfo.jr-central.co.jp/shinkansen/sp/en/index.html [for Smart phone]

Change or cancel the tour

Is it possible to make various changes of the tour conditions?

Reservations cannot be changed(including partially changes). In this case, you have to cancel the tour and book a new tour.
Cancellation charges will be applied 21 days before the start of your tour.

Is it possible to cancel the tour after I receive the ticket?

You can cancel the tour from here.
After cancellation, please return tickets to the address that is written on "Completed Cancellation" mail within one month from departure date.
We cannot make a refund if the return is over one month. *We will start refund procedure to your credit card account after arrival of tickets to our company.
*The postage will be paid by the customer to return the refunding tickets to our company. *Please be aware that we will not be responsible for any refunds if the tickets do not arrive for any reasons.

On the day of departure / During travel

①If you miss the reserved train due to the transportation delays.

If you miss your train, you can get on any of the later trains on the same day, but only non-reserved seats.

②If the Shinkansen boarded reaches your destination two or more hours late.

If the Shinkansen boarded reaches your destination two or more hours late, we will refund the equivalent of express fares. Please send the Shinkansen ticket to the Shinkansen Tour Direct Desk upon having it stamped at the station of arrived.
We will not be able to process your refund if the ticket has not been stamped or if the delay falls short of two hours. Also note that we will not be able to provide a refund if you do not have your Shinkansen ticket.

Sent to
Sanei Bldg. 4F, 1-5-8 Kyobashi, Chuo-ku, Tokyo 104-0031
Shinkansen tours Direct Desk, JR Tokai Tours, Inc.

③If the scheduled train`s service is suspended (If the service of the Shinkansen scheduled for the outbound journey is suspended).

The tour will be suspended; promptly contact the Shinkansen Tour Direct Desk If you are unable to reach the Shinkansen Tour Direct Desk on holidays or during non-business hours, please contact the hotel yourself to notify cancellation.
If leaving on your tour by means of transportation other than a Sshinkansen, make purchases and arrangements to this end yourself.
If you have already received the ticket, please send your unused Shinkansen ticket to the Shinkansen Tour Direct Desk.
We will process your refund after receiving this. As special fares/fees for agent-organized tours will apply to the amounts returned, these may sometimes fall short of the transportation expenses incurred when making new arrangements and purchases.

Sent to
Sanei Bldg. 4F, 1-5-8 Kyobashi, Chuo-ku, Tokyo 104-0031
Shinkansen tours Direct Desk, JR Tokai Tours, Inc.

*If you wish to leave on a Shinkansen other than the scheduled one, board and unreserved-seat, standard car on the Shinkansen that follows the designated train on that date.

④If the service of the Shinkansen scheduled for the return trip is suspended.

Board an unreserved-seat, standard car on the Shinkansen that follows the designated train of that date.
If returning by means of transportation other than a Shinkansen, you will have to make purchases and arrangements to return on your own expense.
If you have already received the ticket, please send your unused Shinkansen ticket to the Shinkansen Tour Direct Desk. We will process your refund after receiving this. As special transport fares/fees for agent-organized tours will apply to the amounts returned, these may sometimes fall short of the transportation expenses incurred when making new arrangements and purchases.

Sent to
Sanei Bldg. 4F, 1-5-8 Kyobashi, Chuo-ku, Tokyo 104-0031
Shinkansen tours Direct Desk, JR Tokai Tours, Inc.

⑤If you lose your Shinkansen ticket.

Shinkansen ticket cannot be reissued under any circumstances. Please purchase another ticket and with the same boarding date, zone train and facilities, etc. as the lost Shinkansen ticket at a tickets office of JR Tokai or our branch druing business hours.
When doing so, have your new ticket stamped as proof of repurchase. If you find the Shinkansen ticket within one year of losing it, sent it to the Shinkansen Tour Direct Desk together with the new ticket you purchased, and we will provide a refund upon deducting a commission.
Also note that we may not be able to provide a refund if your new ticket does not indicate the same terms (zone, train, facilities, etc.) as the Shinkansen ticket you had lost, or if we are unable to confirm that you traveled under the conditions specified on the lost Shinkansen ticket.
For more information, contact The Shinkansen Tour Direct Desk(Business hours/10:00~19:00).
Tel:03-3865-5385

⑥For inquiries on refunds for Shinkansen ticket, etc.

Please contact The Shinkansen Tour Direct Desk(Business hours/10:00~19:00).
Tel:03-3865-5385

Payment

①Payment Method

You can pay by credit cards only.
The cards which can be used are as follows.
VISA, Master Card, JCB, AMERICAN EXPRESS, NICOS, Cedyna, TS3, DC, UFJ Card, UC

Other

If you cannot receive mail of Itinerary.

The following reasons are possible;

  1. ①The tour application may not have been completed.
  2. ②Email address may be incorrect.
  3. ③It could be some system error.

Please contact us immediately.
The Shinkansen Tour Direct Desk(Business hours/10:00~19:00).
Tel:03-3865-5385