Frequently Asked Questions

Commuter Passes

  • Where can I purchase a commuter pass?

  • The business hours of commuter pass counters and stations with commuter pass counters are as follows.

    Stations with commuter pass counters (Business hours: 10:00 to 20:00)

    Shibuya, Gotanda, Musashi-Kosugi, Sangenjaya (Den-en-toshi Line), Hiyoshi, Futakotamagawa, Yokohama, Mizonokuchi, Meguro, Saginuma, Ōimachi, Azamino, Jiyugaoka, Aobadai, Kamata, Nagatsuta

    Train commuter passes can be purchased from vending machines displaying “Commuter Pass” above them. The locations and operating hours of the ticket vending machines are as follows.

    Hours when commuter passes can be purchased from ticket vending machines

    • Ticket vending machines at Tokyu Line stations (excluding Onda Station, Kodomonokuni Station, stations on the Setagaya Line, and the following stations):
      5:00 to 24:00 (Purchase with credit card: 5:00 to 23:30)
    • Kita-Senzoku, Chidorichō, Senzokuike, and Numabe:
      5:30 to 24:00 (Purchase with credit card: 5:30 to 23:30)

    Credit cards that can be used for purchase are TOP&, DC, VISA, MasterCard, JCB, American Express, and Diners Club.

    Both new and renewal worker commuter passes can be purchased from the ticket vending machines. Student commuter passes can only be renewed (for a period that does not extend past April 30) by using the ticket vending machines.

    Commuter passes for the Setagaya Line are available from ticket vending machines at Sangenjaya Station, Kamimachi Station, and Shimotakaido Station on the Setagaya Line, and from both ticket vending machines and the commuter pass counter at Sangenjaya Station on the Den-en-toshi Line.

    TOP&, DC, VISA, MasterCard, JCB, American Express, and Diners Club cards can be used for purchasing commuter passes.

    How to Purchase a Commuter Pass

  • Are commuter passes refundable?

  • You will receive a refund for your commuter pass if you stop using it for some reason. The amount of the refund will be calculated in accordance with specific methods.

    Refundable commuter passes

    A commuter pass is refundable during the following periods.

    1. Before the validity start date
    2. Within seven days (including the validity start date) after the validity start date
    3. One month or more before the expiration date

    Refer to “Commuter Passes” below if you wish to change the section or route.

    Method of calculating refunds

    The date of the refund is included in the number of days on which the commuter pass was used.

    1. Before the validity start date

    The amount of the commuter pass fare less a service fee of 220 yen is refunded.

    Calculation formula:
    Amount of commuter pass fare - service fee of 220 yen

    2. Within seven days (including the validity start date) after the validity start date

    The amount obtained by subtracting the following from the amount of the commuter pass fare will be refunded.

    1. The amount of the fare for as many round trips of the commuter pass section (via the commuter pass route) as the number of days on which the commuter pass was used
    2. Service fee of 220 yen

    Please note that a one-month commuter pass is refundable only during the first seven days of its validity period.

    Calculation formula:
    Amount of commuter pass fare - (amount of fare for a round trip of the commuter pass section x number of days on which the pass was used) - service fee of 220 yen

    3. One month or more before the expiration date

    The amount of the refund is obtained by subtracting the amount of the commuter pass fare for the period during which the pass was used and a service fee of 220 yen from the amount of the commuter pass fare.
    Where the period during which the pass was used is less than one month, it is rounded up to one month.
    e.g.: Where the pass was used for one month and one day, the period will be rounded up to two months.

    Calculation formula:

    Where the pass was used for one month:
    Commuter pass fare - fare for a one-month commuter pass - service fee of 220 yen
    Where the pass was used for two months:
    Commuter pass fare - (fare for a one-month commuter pass x 2) - service fee of 220 yen
    Where the pass was used for three months:
    Commuter pass fare - fare for a three-month commuter pass - service fee of 220 yen
    Where the pass was used for four months:
    Commuter pass fare - (fare for a three-month commuter pass + fare for a one-month commuter pass) - service fee of 220 yen
    Where the pass was used for five months:
    Commuter pass fare - (fare for a three-month commuter pass + fare for a one-month commuter pass x 2) - service fee of 220 yen

    Please note that a commuter pass whose section includes a station on the Minatomirai Line may be non-refundable, even when the remaining validity period is one month or longer, because the value of the amount of the refund may be negative.

    Examples of refunds

    1. Before the validity start date
      Where a one-month commuter pass for the section between Shibuya and Jiyugaoka (via the Toyoko Line) is refunded before the validity start date
      Fare for one-month commuter pass - service fee of 220 yen
      = 5,850 yen - 220 yen
      = 5,630 yen
    2. Within seven days (including the validity start date) after the validity start date
      Where a one-month commuter pass for the section between Shibuya and Jiyugaoka (via the Toyoko Line) is refunded after being used for five days
      Fare for one-month commuter pass - (regular fare for a round trip between the section x 5 days) - 220 yen
      = 5,850 yen (160 yen x 2 x 5 days) - 220 yen
      = 4,030 yen
    3. One month or more before the expiration date
      1. Where a six-month commuter pass for the section between Shibuya and Jiyugaoka (via the Toyoko Line) is refunded after being used for three months and one day (four months):
        Fare for six-month commuter pass - (fare for three-month commuter pass + fare for one-month commuter pass) - 220 yen
        = 31,590 yen (16,680 yen + 5,850 yen) 220 yen
        = 8,840 yen
      2. Where a six-month commuter pass for the section between Shibuya and Motomachi-Chukagai (on the Minatomirai Line of Yokohama Minatomirai Railway) is refunded after being used for four months and 28 days (five months):
        Fare for six-month commuter pass - (fare for three-month commuter pass + fare for one-month commuter pass x 2) - 220 yen
        = 76,410 yen (45,700 yen + 16,030 yen x 2) - 220 yen
        = - 1,570 yen
        (There is no refund because the value is negative.)

    Precautions regarding refunds

    • Refunds are available at commuter pass counters.
    • We request that you show your ID (such as your driver's license or health insurance card) to confirm that you are the holder of the commuter pass to be refunded.
    • If you purchased the commuter pass with a credit card, bring the credit card you used for purchasing the commuter pass. The money will be refunded to the bank account of the credit card.
    • If you are not the holder of the commuter pass, ask the staff from the commuter pass counter whether a refund is possible or not.
  • Can I purchase a commuter pass with a credit card?

  • The following credit cards can be used for purchasing a train commuter pass.

    Where to purchase
    a commuter pass
    Stations with a
    commuter pass counter
    Ticket vending machines
    Shibuya, Gotanda, Musashi-Kosugi,
    Sangenjaya (Den-en-toshi Line),
    Hiyoshi, Futakotamagawa,
    Yokohama, Mizonokuchi, Meguro,
    Saginuma, Ōimachi, Azamino,
    Jiyugaoka, Aobadai, Kamata, Nagatsuta

    Ticket vending machines
    at Tokyu Line stations
    (Excluding Onda Station,
    Kodomonokuni Station,
    stations on the Setagaya Line,
    and the following stations):

    Credit cards cannot be used in
    the ticket vending machines
    at the South Exit of Yokohama Station.

    Ticket vending machines
    at Kita-Senzoku Station,
    Senzokuike Station,
    Chidorichō Station,
    and Numabe Station
    Business hours 10:00 to 20:00 5:00 to 23:30 5:30 to 23:30
    Credit cards that
    can be used to purchase
    a commuter pass
    TOP&
    DC
    VISA
    MasterCard
    JCB
    AMERICAN EXPRESS
    Diners Club
    • Commuter passes for the Setagaya Line are available from ticket vending machines at Sangenjaya Station, Kamimachi Station, and Shimotakaido Station on the Setagaya Line, and from both ticket vending machines and the commuter pass counter at Sangenjaya Station on the Den-en-toshi Line.

      TOP&, DC, VISA, MasterCard, JCB, American Express, and Diners Club cards can be used for purchasing commuter passes.

    • Credit cards with “渋谷・蒲田・戸塚東急プラザ専用 (for use at Shibuya/ Kamata/ Totsuka Tokyu Plaza only)” “rise shopping center専用 (for use at rise shopping center only),” or “即時発行カード (instant issue card)” indication cannot be used.
    • Only lump-sum payments are accepted for purchase by credit card.
  • When do commuter passes begin to be available?

  • A renewal commuter pass begins to be available 14 days before the validity start date.
    A new commuter pass begins to be available seven days before the validity start date from ticket vending machines and 14 days before the validity start date from commuter pass counters.

    Commuter passes are not available at Kodomonokuni Station or Onda Station.

    The commuter pass counters are very busy in April and October. It is recommended that you make your purchase well in advance.

  • Are commuter passes refundable? What is needed to obtain a refund?

  • Bring your ID (such as your driver's license or health insurance card) to your nearest commuter pass counter.

    Where the commuter pass was purchased with a credit card (TOP&, DC, VISA, MasterCard, JCB, AMERICAN EXPRESS, or Diners Club), the money for the refund (including a refund resulting from a section change) will be refunded to the bank account of the credit card.
    Bring the credit card you used to purchase the commuter pass and your ID (such as a driver's license and health insurance card) to a commuter pass counter yourself.

  • What needs to be prepared for purchasing a commuter pass?

  • The things you need to prepare differ according to the type of commuter pass.

    Worker commuter pass
    If you purchase one at a commuter pass counter, complete the application form provided at the counter and submit it to the counter.
    Student commuter pass
    To purchase a new student commuter pass, bring proof of enrollment or your student ID, which also serves as the certificate for purchasing student commuter passes issued from your school, to a commuter pass counter.
    You do not need to bring proof of enrollment, etc. if you bring an old commuter pass purchased in the same academic year.
    (Proof of enrollment, etc. is necessary for changing the section or purchasing a student commuter pass whose validity period extends past April 30.)
  • How do you handle the personal information provided when purchasing commuter passes?

  • At stations, customers purchasing commuter passes are requested to enter their phone numbers on the application form or input the numbers into the ticket vending machine. We keep this personal information with the approval of customers to contact them in the event of the loss of the commuter pass or similar.
    Where we handle a commuter pass whose section includes a station of another railway company for purchase, change, refund, or other, we may provide the information to the railway company in response to its inquiry.
    We will need to check your ID to provide a refund or reissue a lost commuter pass. Be sure to enter or input your correct name when purchasing a commuter pass.

Other tickets

  • What should I do if I lose my PASMO?

  • Personalized PASMO (named PASMO) and PASMO commuter passes can be reissued if they are lost. Where the reissue of a lost PASMO has been registered, the remaining amount of the Stored Fare (hereafter, “SF”) on the lost card, the commuter pass function, and the auto-charge service function will be transferred to the reissued card.
    However, we will not reimburse the amount of SF that was used by the date of the registration of the reissue.
    A lost blank PASMO cannot be reissued.

    The first thing to do if you have lost your PASMO is to report the loss at your nearest station or bus office covered by PASMO and Suica. Bring your public ID, such as your driver's license, passport, health insurance card, student ID (with a photo), or employee ID (with a photo) when requesting registration for the reissue of the lost card.

    A numbered ticket for reissue (funshitsu saihakko seirihyo) will be issued after the reissue of the lost card has been registered.
    Bring the numbered ticket to a station within 14 days, starting from the day after the registration of the reissue. A new PASMO will be reissued for 1,010 yen, which is total of 510 yen as the service fee and 500 yen as deposit.
    (Where the registration for reissue is made after 24:00, the reissue will be made two days after the registration.)
    If you have any questions, ask our staff at the time of the registration for reissue.

    ※1

    PASMO is reissued only by PASMO operating companies/organizations. Suica is reissued by only Suika operating companies/organizations.

    ※2

    PASMO/Suica with commuter pass information is reissued by the company that issued the commuter pass.

    ※3

    Ask our staff about PASMO with credit card function, because it is handled differently at some stations.

  • Can I purchase a ticket with a credit card?

  • No, you cannot.

PASMO

  • Tell me how to use PASMO.

  • Click the following link for information on how to use PASMO, its convenient functions, refunds, the procedure for reissuance, and other information.

    PASMO newwinnewwin

  • Where can I purchase PASMO?

  • The same as tickets, you can purchase PASMO from ticket vending machines at all stations.

  • Can I purchase and charge PASMO with a credit card?

  • No, you cannot purchase or charge PASMO with a credit card.

  • How can I purchase Child PASMO?

  • Ask our staff at the ticket window.

    ID showing the date of birth of the child is required for the issue of a Child PASMO.

Station Information

  • Where are the coin lockers?

  • Click the link "Line Information" below, go to the page of the desired railway line, and click on the name of the station. A map of the station will be displayed.
    The map shows the location of the coin lockers, which is indicated by an icon (pictogram).

    Line Information

  • Tell me how to use the ticket vending machines.

  • Go to the link below to find out how to use the ticket vending machines.

    How to Purchase Tickets

  • Is a temporary luggage storage service available at the station?

  • You can use the Shibuya Temporary Luggage Storage Service Center.

    Guide Center (Shibuya)

  • Is there a tourist information center?

  • You can use the tourist information center at Shibuya Station.

    Guide Center (Shibuya)

Etiquette and belongings

  • Can I get on a train with my pet?

  • You may bring only small animals, or small dogs, cats, and birds, onto a train. Follow the rules below when bringing one onto a train.

    • Keep the animal in a container with a combined height, width, and depth of up to 90cm and a length of up to 70cm, keeping the lid or door closed. (It is not permitted to bring a container with any part of the animal's body, such as the head or leg, protruding out of the container.)
    • The total weight including the container shall be up to 10kg.
    • Make sure that the animal will not cause any harm or trouble to other passengers. (It is not permitted to bring an animal onto the train if it may cause trouble to other passengers because of its sanitary condition, smell, or other reasons.)

    A train is used by many passengers, including those who love animals and those who dislike them. Be sure to follow the rules to keep the in-car environment comfortable.

    Requests for Train Passengers

  • Please tell me the etiquette to follow at stations and in trains.

  • We request that passengers follow a certain etiquette to keep the station and trains comfortable.
    Click the link below for details.

    Requests for Train Passengers

  • What can I bring onto a train?

  • Belongings that may be brought onto the train

    You may bring up to two items with a combined depth, width, and height of up to 250cm each, weighing up to 30kg each, and that will not interfere with the train service operation.
    However, you must not bring any item that is longer than 2 meters. Follow the rules below when bringing a small animal, such as a puppy, cat, or pigeon.

    • Keep the animal in a container with a combined height, width, and depth of up to 90cm and a length of up to 70cm. (It is not permitted to bring a container with any part of the animal's body, such as the head or leg, protruding out of the container.)
    • The weight including the container shall be up to 10kg.
    • Make sure that the animal will not cause any harm or trouble to other passengers.

    Be sure to keep a foldable bicycle in a dedicated bag (bicycle carry bag).

    Items that must not be brought onto a train

    • Dangerous items, dead bodies, or animals (excluding small animals)
    • Items that may cause trouble to other passengers because of their sanitary condition or smell
    • Items that may damage the train car

    Requests for Train Passengers

  • Is smoking permitted in the stations?

  • Smoking is prohibited all day in all stations. We introduced this rule in response to the Health Promotion Act that came into force on May 1, 2003 and the opinions of many passengers calling for the prohibition of smoking.

    Requests for Train Passengers

  • Are there any precautions when bringing a baby stroller onto a train?

  • Avoid crowded trains so that the baby stroller will not cause trouble to other passengers. Also watch the gap between the train and the platform, which may be wide.
    Passengers are requested to take responsibility for the safety of their own baby strollers.
    Your understanding and cooperation would be appreciated.

    Requests for Train Passengers

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