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Change reservations

Reservations can be changed as many times as you like up to the time of departure of your reserved train, provided you have not picked up your ticket or gone through the ticket gate with an IC card.

Please check the conditions that apply to changes before using this service, as costs may vary if the boarding date/type of train is different, even though the product, number of passengers, boarding sections, and train facilities may be identical.

The payment is settled in YEN and foreign transaction fee etc. accompanying this shall be governed by a contract between the Member and his or her credit card company.
Note that each time a change is made we take a new payment for the post-change product, and then refund the cost of the pre-change product. Therefore foreign transaction fee prescribed by the credit card company may be charged each time when making a change.

! 【October 2019】
Notice Concerning
the Consumption Tax Hike

Please see here for more information
about reservation changes

For "one-way" products

When processed by members

Members are allowed to process their changes to reservations from the App, provided the following conditions apply. Please check how to carry out this process at "How to change/refund a reservation."

Changes - Reception times

5:30 am - 11:30 pm

  • Japan Standard Time (hereinafter referred to as (JST))
Conditions that apply to changes*1*2

Up to the departure time of your reserved train, provided you have not picked up your ticket or gone through the ticket gate with an IC card.

  • Up to 11:30 pm (JST) on the day of travel for non-reserved seats.
Substitute train

Trains up to 4 minutes before the train departure time

Reception periods

Between the initial purchase date and any boarding date which falls within 3 months.

  • Trains that can be reserved: a train leaving up to 1 month on from the date the change is processed.

(E.G.) If you book a train for January 15 on January 1, then you can make as many changes as you like for trains departing up to March 31. However, if you change the reservation on January 15, you can make a reservation for a train leaving no later than February 15 (i.e., one month on).

(Hayatoku Products)
  • For changes to a train with a boarding date that is at least 3 days on*1 from the point in time the reservation is changed, if such changes satisfy the established terms and conditions of the Hayatoku product and seats are available, changes are allowed for the same Hayatoku product. When making a change, you can also change for another product that is available for purchase (you will need to make up any difference in price).
  • When changing to a train with a boarding date that falls within 2 days*2 of the point in time the reservation is changed, you will need to change to a different product such as "smartEX" etc., and make up any difference in price.
  • At least 21 days on for "Hayatoku-21"
  • Within 20 days for "Hayatoku-21"

*1 If you are tranferring and using 2 trains or more, you can make changes up to the departure time of the first train on which you have a reserved seat.

*2 As a rule, each time a change is made we take a new payment for the post-change product, and then refund the cost of the pre-change product. As a result, there may be times when your credit card limit, or similar, will not allow the changes to be made. Note that the payment is settled in YEN and foreign transaction fee etc. accompanying this shall be governed by a contract between the Member and his or her credit card company.

  • It is not possible to change one-way products and round-trip products for one another. Please obtain a refund and then make a new reservation.
  • If there are no empty seats in the train you want, then you will not be able to make a change. If we are unable to complete your application for change due to all seats being full etc., then we will keep your reservation with the details held before the change was requested.
  • If you are reducing the number of passengers with reservations, please process this through the "Changes" function (you will need to pay a refund charge for the number of passengers cut).

When handled by station staff, etc.

Members are not able to process changes themselves once they have picked up tickets or gone through a ticket gate using an IC card.

  • If, after picking up your tickets, you want to change either the boarding date, boarding sections, type of train or facilities, please apply at a ticket booth in any main JR Central or JR West station before the time your train is scheduled to depart and then purchase new, normal tickets (i.e. non-discounted) as required. In this case, the ticket booth at the JR Central or JR West main station will issue a refund for the tickets you hold to the credit card you used to pay for this Service with no refund charges payable.
  • If you decide to change your train once you have passed through the ticket gate using an IC card, please speak to a member of the station staff at the gate. We will arrange it so that members can again process the changes themselves. However, this must be done before the scheduled time of departure of the reserved train.
  • Provided that it is prior to the departure time of the reserved train and that the train you want to change to is the same as the original reservation in terms of date, boarding section, facilities and train type (you cannot change a Nozomi or Mizuho service for Hikari, Kodama or Sakura; or vice versa) then we will accept the change of train with no charge payable for the first change only at ticket vending machines and ticket booths at any main JR Central or JR West Shinkansen station (note that this excludes Hayatoku products where passengers can only travel on the trains specified).
  • Please speak to the "Tokaido Sanyo Shinkansen Internet Reservation Service Customer Center" if the reservation is for 2 or more passengers and you cannot use the membership feature to process changes/refunds etc., for certain boarding sections only.

Round-Trip Products

(Regardless of first boarding or second boarding on the reservation screen, the first stretch that you board is referred to as the "outbound" and the stretch you board after that is known as the "return.")

When processed by members

Members are allowed to process their changes to reservations from the App, provided the following conditions apply. Please check how to carry out this process at "How to change/refund a reservation."

Changes - Reception times when changes can be accepted

5:30 am - 11:30 pm

  • Japan Standard Time (hereinafter referred to as (JST))
Conditions that apply to changes*1*2

Refunds are available up to the time of departure of your reserved train, provided you have not picked up your ticket or gone through the ticket gate with an IC card.

  • Up to 11:30 pm (JST) on the day you are due to board the train for non-reserved seats.
Substitute train

All trains up to 4 minutes before the train departure time.

Reception time when changes can be accepted

Between the initial purchase date and any boarding date which falls within 3 months.

  • Trains that can be reserved: a train leaving up to 1 month on from the date the change is processed.

(E.G.) If you book a train for January 15 on January 1, then you can make as many changes as you like for trains departing up to March 31. However, if you change the reservation on January 15, you can make a reservation for a train leaving no later than February 15 (i.e., one month on).

*1 If you are transferring and using 2 trains or more, you can make changes up to the departure time of the first train on which you have a reserved seat. In addition, if the outbound stretch is only for a non-reserved seat and the return stretch is for another day, you can change the collective round trip up to 11:30 pm (JST) on the boarding date of the outbound stretch.

*2 As a rule, each time a change is made we take a new payment for the post-change product, and then refund the cost of the pre-change product. As a result, there may be times when your credit card limit, or similar, will not allow the changes to be made.

  • It is not possible to change round-trip products and one-way products for one another. Please obtain a refund and then make a new reservation.
  • If there are no empty seats in the train you want, then you will not be able to make a change. If we are unable to complete your application for change due to all seats being full etc., then we will keep your reservation with the details held before the change was requested.

There are two types of changes available for discounted round-trip products; namely "change both first and second boarding" and "change one-way only."

Change both first and second boarding
  • You can make changes to the collective round trip if it is prior to the scheduled departure of the outbound train and neither the outbound stretch nor the return stretch has yet been used.

(E.G.) When changing reservations for a collective round trip
[Outbound reservation] October 1, Nozomi No.1 Tokyo (6:00 am dep.)to Hiroshima
[Return reservation] October 3, Nozomi No. 60 Hiroshima (7:17 pm dep.) to Tokyo
In this case, you make changes to the collective round trip up to the scheduled time of departure of the outbound train (on October 1).

  • To reduce the number of passengers reserved, please use the "Change" feature. This will incur a refund fee for the number of passengers cut (costing 640 Yen per passenger).
Change one-way only
  • You can also select the journey you want and make one-way only changes.
  • You can change the boarding date, train and facilities as many times as like if it is prior to the scheduled departure time of the outbound journey or the return journey, respectively.
  • In this case, as a rule you cannot change details such as the boarding sections, number of passengers, and whether the reservation is for adults or children. However, if you have already used the outbound stretch or if you have picked up your tickets or it is past the scheduled departure time of the train, then you can make changes to reduce the number of passengers reserved on the return stretch. Note that a refund charge (a discounted return cancellation charge) will be charged for the number of passengers cut.

(E.G.) If reservations are only to be changed one-way
[Outbound reservation] October 1, Nozomi No.1 Tokyo (6:00 am dep.) to Hiroshima
In this case you can make a "one-way only change" prior to the scheduled departure time of the outbound train (on October 1).
[Return reservation] October 3, Nozomi No. 60 Hiroshima (7:17 pm dep.) to Tokyo
In this case you can make a "one-way only change" prior to the scheduled departure time of the return train (on October 3).

Please check how to carry out this process at "How to change/refund a reservation."

When handled by station staff, etc.

Members are not able to process changes themselves once they have picked up tickets or gone through a ticket gate using an IC card.

  • If, after picking up your tickets, you want to change either the boarding date, boarding sections, type of train or facilities, please apply at a ticket booth in any main JR Central or JR West station before the time your train is scheduled to depart and then purchase new, normal tickets (i.e. non-discounted) as required. In this case, the ticket booth at the JR Central or JR West main station will issue a refund for the tickets you hold to the credit card you used to pay for this Service with no refund charges payable. Note that when changing a boarding section one-way only, a refund will be made to the credit card used to pay for this Service once the refund charge (discounted return cancellation charge) has been deducted.
  • If you decide to change your train once you have passed through the ticket gate using an IC card, please speak to a member of the station staff at the gate. We will arrange it so that members can again process the changes themselves on the App. However, this must be done before the scheduled departure time of the reserved train.
  • Provided that it is prior to the departure time of the reserved train and that the train you want to change to is the same as the original reservation in terms of date, boarding section, facilities and train type (you cannot change a Nozomi or Mizuho service for Hikari, Kodama or Sakura; or vice versa) then we will accept the change of train with no charge payable for the first change only at ticket vending machines and ticket booths at any main JR Central or JR West Shinkansen station (note that this excludes Hayatoku products where passengers can only travel on the trains specified.)
  • Please speak to the "Tokaido Sanyo Shinkansen Internet Reservation Service Customer Center" if the reservation is for 2 or more passengers and you cannot use the membership feature to process changes/refunds etc., for certain boarding sections only.