Most problems are easy to fix if you speak to staff early. Staff work at ticket offices and at the attended gate beside the automatic gates, and conductors walk through the train.
- You missed your reserved train
- Go to the ticket office or attended gate before you leave the station. On the Tokaido, Sanyo, and Kyushu Shinkansen, SmartEX says you can usually take a later train the same day in a non-reserved seat on the same section, but not an earlier one. Discounted fares tied to one specific train do not allow this, and you may need to pay extra if you want a different train type or seat class. Rules vary by operator and ticket type, so confirm with staff.
- You are on the wrong platform
- Check the departure board again and ask platform staff. If you have already boarded, tell the conductor rather than waiting to see where the train goes.
- You boarded the wrong Shinkansen service
- Ask the conductor whether the train still stops at your station. If it does not, get off at the next stop and ask staff how to continue. Your ticket may not cover a different service or class, so ask before buying another.
- You are in the wrong car
- Walk through the train to your car. Do not take a seat reserved for someone else. If your own seat is occupied, recheck your car and seat numbers, then ask the conductor.
- You lost a ticket
- Tell station staff as soon as you notice, and before you try to exit. Replacement rules depend on the ticket type and operator, so do not assume a free replacement. Keep booking confirmations on your phone.
- The ticket will not open the gate
- Check that you are at a Shinkansen gate and not a local-line gate. Insert all paper tickets for the trip together. For an IC-card booking, confirm you are using the registered card. If it still fails, use the attended gate beside the machines.
- You brought oversized baggage without a reservation
- On the Tokaido, Sanyo, and Kyushu Shinkansen, a bag of 161 to 250 cm brought without a reservation is charged a ¥1,000 baggage fee, and bags over 250 cm cannot be brought on board. Speak to station staff before boarding.