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Problems with making free reservations

In Hiroshima ticket office we tried to make a seat reservation with our Kansai-Hiroshima JR passes. The agent at the office said that JR passes don't allow free reservations and we must travel in the reservation-free carriage. He said that three reserved places from Hiroshima to Shin-Osaka would cost us 15,000 yen, even with JR passes!

I wonder if anybody else has had this problem of ticket office staff not accepting that JR passes give the right to make free reservations.

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