FAQ｜TOBU Japan Trip Tickets

Q1

How do I purchase a Special Digital Ticket (Nikko Pass, Kawagoe Pass)?

A1

(1) Please register as a member of Tobu Japan Trip Tickets. (free of charge)
(2) Select the ticket you wish to purchase, confirm the Terms of Purchase, and specify the travel date and number of travelers.
(3) On the day of the trip, all you have to do is present the ticket screen to the staff.
Please present the ticket screen by pressing the “Use Tickets” button of the Special Digital Ticket you purchased in the Ticket list on My page.
*The ticket cannot be captured as a screenshot or printed.
(4) If necessary, you can also purchase a Limited Express Ticket or SL Taiju Ticket with Seat Reservation.

Q2

How do I use the tickets I purchased?

A2

(1) Special Digital Ticket (NIKKO PASS, KAWAGOE PASS)
Please view the Special Digital Ticket you purchased in the Ticket list on My page. You can use it by pressing the “Use Tickets” button on the Special Digital Ticket you purchased and presenting it to the staff. Please present it when you get on and off the train or bus.
Please note that Special Digital Tickets cannot be captured as screenshots or printed.
(2) Limited Express Tickets and SL Taiju Reserved Seat Ticket
Please check the Limited Express Ticket or SL Taiju Ticket with Seat Reservation you purchased in the Ticket list on My page and make use of the train and seat as displayed on the ticket. If you are asked by a staff member to confirm your ticket at the ticket gate, when boarding the train, or inside the train, please press the “View Tickets” button for the Limited Express Ticket or SL Taiju Ticket with Seat Reservation you purchased and present it.

Q3

Until when can I get a refund? Is there a refund fee?

A3

(1) Special Digital Ticket（NIKKO PASS, KAWAGOE PASS）
Refunds can be made within the validity period and before the start of use.
(2) Limited Express Tickets and SL Taiju Reserved Seat Ticket
Refunds can be made up to 15 minutes before the departure time of the train from the station of departure as shown on the ticket. Refunds are not possible after 15 minutes before the departure time of the train from the station of departure as shown on the Ticket.

Q4

What payment methods are available?

A4

We accept credit cards, PayPay, and UnionPay.
We accept the credit cards Visa, MasterCard, JCB, AMEX, and Diners.

Q5

How can I get a receipt?

A5

Select Ticket Purchase History on My page, press the “Issue a receipt” button for the ticket you purchased, and enter the recipient (can be left blank) to issue.

Q6

What should I do if my train is significantly delayed or canceled after purchasing a Limited Express Ticket or SL Taiju Ticket with Seat Reservation?

A6

You don’t need to do it yourself. If the arrival of your train is delayed by more than two hours after the scheduled time due to an accident, etc., or if it has been canceled, you will issued a refund at a later date without charge. Please note that the refund will be issued via the payment method used at the time of purchase, and that refunds cannot be made in cash.

Q7

Can I change the train after purchasing a Limited Express Ticket or SL Taiju Ticket with Seat Reservation?

A7

It is not possible to change the date, start and end point, or seat of the train after purchase. After getting a refund, please make another purchase of Limited Express Ticket or SL Taiju Ticket with Seat Reservation for all travelers.

Q8

Can I change the number of people on the ticket I purchased?

A8

The number of people cannot be changed after purchase. Please purchase new tickets or get a refund and purchase new tickets for all travelers.

Q9

How many tickets of the same type can I purchase?

A9

The maximum number of travelers per purchase is eight adults and children in total. Moreover, tickets cannot be purchased if all travelers are children.

Q10

Can I transfer my Special Digital Ticket (Nikko Pass, Kawagoe Pass) to a family member or friend?

A10

The Special Digital Ticket you purchased can be transferred to someone else.
Please check the Special Digital Ticket you purchased in the Ticket list on My page and press the “Transfer your ticket to another member” button. After that, you can transfer it to anyone to by scanning the matrix barcode or sending the URL.
* The recipient of the Special Digital Ticket must register as a member of Tobu Japan Trip Tickets.
* Anyone receiving the Special Digital Ticket is deemed to have agreed to the “TOBU Japan Trip Tickets Digital Planning Ticket Purchase Service Terms of Use” at the time of receiving the ticket.

Q11

Do I need to pay any admission fee or annual membership fee? Do I need to download any app?

A11

There is no admission fee or annual membership fee. There is also no need to download any app.

Q12

What should I do if I forget my registered email address?

A12

You need your email address to log in. You will need to create a new account with another email address of yours. This is the only way to do it.
Please note that tickets purchased with your lost email address will not be transferred to your new account, so you will not be able to use, change, or refund those tickets. Your understanding is appreciated.

Q13

What should I do if I cannot log in even after entering my registered email address and verification code?

A13

If you are unable to log in to My Page, it is possible that your account has been locked because multiple instances of the same operation may have been considered illicit for security reasons. Please wait a while and try to log in again later.

Q14

How can I contact you?

A14

Tobu Top Tours Co., LTD.
Tobu Tourist Information Center ASAKUSA
Phone: +81 (0) 3 3841 2871 Fax: +81 (0) 3 3845 1327
Office hours 7:20AM to 7:00PM(Open year round)

Q15

What should I keep in mind with regard to canceling my membership?

A15

(1) If you cancel your membership, any unused tickets will expire, and you will not eligible for a refund.
(2) In order to be able to help customers who have used our travel service, etc., we will keep the registration information for two years after your membership is canceled.
(3) Your membership will automatically be canceled 824 days after your last login.
(4) If you wish to re-register after having canceled membership, you can register with the same email address as previously.