FAQ

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Odakyu Sightseeing Service Centers provide tourism information for foreign travelers and are conveniently located at the West and South Exits of Odakyu Shinjuku Station. Stop by to get information about Hakone, one of Japan’s most famous hot spring areas, Enoshima and Kamakura with their rich history and nature, and other travel information. They also sell Discount Passes, can assist with reserving and purchasing limited express Romancecar seats, provide temporary baggage holding services and offer various information helpful to travelers.

Odakyu Sightseeing Service Centers

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English and Chinese support is available at the Shinjuku West and Odawara Sightseeing Service Centers.
The Shinjuku South and Hakone-Yumoto Sightseeing Service Center only offer English support.

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For credit card, we accept Visa, MasterCard, American Express and China UnionPay.
You can also pay with Alipay and WeChat Pay.

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Your ticket will not be displayed if you log in with a different method than when you purchased your ticket.

The logging method you used when you purchased your tickets is mentioned in the “Purchase completion notice” email (sent from: no-reply@maasjapan.net) you received after your purchase. Please log in again with this method to display your tickets.

Please be aware of the following:

- The email address input field is case sensitive. Logging in with different combinations of upper- and lower-case letters for the same email address will create different accounts. For example, entering Taro.Odakyu@emot.jp and taro.odakyu@emot.jp will create two different accounts. Tickets purchased by logging in with Taro.Odakyu@emot.jp email address will not be displayed if you then log in with taro.odakyu@emot.jp email address (and vice versa).

- Tickets purchased by logging in with “Login with SNS (social media) Account” → “Google” method, will not be displayed if you then log in by selecting “Login with email address” method and enter the Gmail address associated to your Google account (and vice versa).

- Tickets purchased by logging in with “Login with SNS (social media) account” → “Facebook” method, will not be displayed if you then log in by selecting “Login with email address” method and enter the email address associated to your Facebook account (and vice versa).

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To display your tickets in Odakyu's digital ticket purchase website (EMot Online Tickets), first log in and then:
- For Limited Express Tickets: tap the “Tickets Purchase & Check” button of the “Home” screen.
- For other tickets: tap the top left “Menu” button, then “My Page” and “List of owned tickets”.

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Refundability and conditions for refund vary depending on the ticket. For tickets that are refundable, a "Refund" button is displayed on the ticket’s “See details” screen: tap the button to proceed with the refund procedure. Tickets for which the "Refund" button is not displayed cannot, in principle, be refunded.

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Limited Express tickets

If the Romancecar Limited Express service for which you purchased a ticket from Odakyu's digital ticket purchase website (EMot Online Tickets) is cancelled on the whole route, then your ticket will be automatically refunded. Note that a handling fee will be incurred temporarily if you perform the refund procedure by yourself before the automatic refund, but the fee will be refunded minimum 2 days after it has been confirmed that the whole route of the applicable Romancecar has been suspended. No action is required from your side.

Tickets other than Limited Express tickets

If your trip is cancelled due to an accident in the service, please report the details to the station staff and contact the EMot Support Desk. Refunds are not possible if alternate transportation is available.

If you were not able to use your ticket on a section because the service was suspended or cancelled due to inclement weather, then you will be refunded for that section. Please contact the EMot support desk.

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Limited Express tickets

You can buy multiple tickets on the same smartphone, and you can select multiple seats when purchasing each ticket. You do not need to show your ticket to board the Romancecar trains, but please show the ticket details screen from the “Check Limited Express Tickets” page if you are requested to by the train conductor.

Other tickets

This depends on the ticket. There are three types of tickets as described below.

1.Only one ticket can be used at the same time on the same smartphone, and each ticket is for one person only. Travellers, including children, that do not have their own smartphone cannot use this type of tickets (example: Digital Hakone Freepass)

2.Several tickets can be used at the same time on the same smartphone, but each ticket is for one person only. If you want to use several tickets on the same smartphone, you will have to show each of them.

3.The number of users can be specified when purchasing one ticket. This single ticket can be used for the selected number of travellers.

Some tickets of types 1 and 2 can be purchased by a representative and transferred to other users like children. You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

Note: Japanese “Kids Phones” cannot be used.

Note: tickets purchased on the booking website of Nippon Travel Agency (NTA), Tobu Top Tours or Odakyu Travel, and tickets exchanged from coupon codes cannot be transferred. You must get each ticket (redeem each code for each ticket) directly in each user’s smartphone.

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If a ticket is compatible with the “Transfer” function, a parent or any other person can purchase the ticket on its smartphone and then transfer it to the child’s own smartphone (the ticket must be transferred to the child’s smartphone to be used by the child, even if the parent travels with the child – Japanese “Kids Phones” cannot be used). You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

Note: tickets purchased on the booking website of Nippon Travel Agency (NTA), Tobu Top Tours or Odakyu Travel, and tickets exchanged from coupon codes cannot be transferred. You must get each ticket (redeem each code for each ticket) directly in each user’s smartphone.

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Only one Digital Hakone Freepass can be used at the same time on the same smartphone, and each Digital Hakone Freepass is for one traveller only. Each traveller including child must use its own Digital Hakone Freepass on its own smartphone.
*Children under 6 years old do not require tickets.

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You can check what tickets are compatible with the transfer function and how to transfer a ticket on the following page.

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To receive a ticket transferred by another user, copy the transfer URL sent by this user into one of the recommended browsers below, then log in to receive the ticket. Be aware that the recipient must create its own account in Odakyu's digital ticket purchase website (EMot Online Tickets) to receive the ticket.

Recommended browsers:

- For iPhone: Safari

- For Android: Google Chrome

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For questions not listed above regarding online purchasing, please click here.

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In addition to cash, you can use an IC card (PASMO/Suica) or any of the following credit cards at ticket vending machines: American Express, Diners Club, JCB, MasterCard and Visa.

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On the screen, tap “Transfer Ticket” to display transfer stations, and then select “Via ODAWARA.” Next find the fare to your destination (Hakone-Yumoto) from the fare chart above the ticket vending machine, tap the corresponding fare on the ticket vending machine and pay the amount displayed.

Purchasing a Transfer Ticket

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The Hakone Freepass, the Enoshima-Kamakura Freepass, the Tanzawa-Oyama Freepass and tickets for Odakyu Lines can be purchased from ticket vending machines at stations and online. Passes such as the Fuji Hakone Pass cannot be purchased from a ticket vending machine or online and some passes are available only at Odakyu Sightseeing Service Centers.

· Click here for details about passes and purchase locations.
· Click here for ticket vending machine purchases.
· Click here for the Odakyu Sightseeing Service Centers.
· Click here for online purchasing.

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Discount Passes and other excursion passes are valid from 1 to 3 days depending on the pass purchased. The date of purchase is considered the first day of the period of validity, regardless of the actual time of purchase. In the case of a 2-day Hakone Freepass, for example, the period of validity ends after the last train/bus service on the following day. Please note that 2 days does not mean 48 hours.

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The Hakone Freepass departing from Shinjuku includes a round-trip ticket for use between Shinjuku and Odawara. However, the Hakone Freepass departing from Odawara does not include a ticket on the Odakyu Lines and therefore a ticket must be purchased separately to ride the Odakyu Lines. Other Discount Passes departing from an Odakyu station include round-trip passage from the departing station to Odawara Station. To ride the Romancecar, a limited express ticket must be purchased separately regardless of the Discount Pass.

Hakone Freepass

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The Odakyu Tokyo Metro Pass is a Discount Pass allowing unlimited rides on all Tokyo Metro lines and between Shinjuku and Yoyogi-Uehara Stations on the Odakyu Lines, and including a round-trip ticket for the Odakyu Lines. Also receive special treatment and discounts at many tourist locations, restaurants and more in Tokyo when you show your pass. The pass is valid for only 1 day and the price depends on the departing station on the Odakyu Lines. Purchase can be made from ticket vending machines and station windows at Odakyu Line stations (excluding between Shinjuku and Yoyogi-Uehara Stations) and at most Odakyu Travel offices. Contact a station staff member at an Odakyu Line station window for further details.

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On the Limited Express Romancecar, all seats are reserved, and it takes about 80 minutes to travel between Shinjuku and Hakone-Yumoto. In addition to a regular passenger ticket, a limited express ticket is required to board. On other trains, including Rapid Expresses and Expresses, there is standing space with few seats. While seating is not guaranteed, only a regular ticket is required to board. The ride between Shinjuku and Hakone-Yumoto takes about two hours.

About the Romancecar

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No, just the ordinary fare applies (regular ticket + limited express ticket). There are 16 panorama view seats located at the front and 16 at the rear of the 70000 series GSE. Because of the limited number of seats, we recommend purchasing your seat early. Limited express seats become available for purchase at 10 a.m. one month before the departure date, and observation deck seats can be reserved if not yet taken.

Online purchases of limited express tickets

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To board the Romancecar, a Limited Express Ticket (with seat reservation) in addition to a regular ticket to your destination is needed. In place of a regular ticket, a Discount Pass or an IC Card (PASMO or Suica) can also be used. See here for details on using the Odakyu Limited Express Romancecar.

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Pass through as normal (do not use the limited express ticket). You can use a regular ticket, a Discount Pass, or scan an IC card such as a PASMO or a Suica.

Riding the Romancecar

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Limited express tickets can be reserved or purchased starting at 10 a.m. one month before the departure date. Reservations and purchases can be made at station windows and ticket vending machines at stations on Odakyu Lines and online at e-Romancecar.

Riding the Romancecar

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Changes and refunds for limited express tickets can be made only before the departure time. Please be careful as no changes or refunds will be made for limited express tickets once the departure time has passed. A handling fee of 100 yen applies to limited express ticket refunds. Train changes for purchased limited express tickets can be made only to trains with available seating. Contact a station staff of Odakyu line for further details.
Refund details

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We regret to say that changes to other trains and refunds are not available once the train has departed. Please ensure you do not miss the train. Changes can be made to another train before the departure time if there is available seating. Contact a station staff member for further details.

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The interior layout differs by train. The GSE has space to store large luggage and space under the seats to store smaller items. The EXEα is equipped with a luggage area designed specifically for suitcases. The EXE, EXEα and MSE have an overhead shelf for carry-on luggage.

Romancecar Lineup

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Hakone Navi (external link)

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Shinjuku Expressway Bus Terminal (external link)

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Coin lockers can be found inside the ticket gate and in the station. For larger belongings, the Baggage Services at the Odakyu Sightseeing Service Centers is a convenient option.

Baggage Services

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They are available for sale from ticket vending machines at stations on Odakyu Lines.

How to Purchase Tickets

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Adult fares are for 12 and older, and children fares are for the ages of 6 to 11. Children under 6 ride free. Please note that even children under 6 require a child’s regular ticket and a child’s limited express ticket for the Romancecar if using a separate seat.

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Animals contained in a carrier within set dimensions can be brought aboard. The carrier must have a length no greater than 70 centimeters, a total length + width + height of 90 centimeters, and a maximum weight of 10 kilograms.

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There is no baggage fee for doing so, but the bicycle must either be disassembled or folded and placed into a bicycle bag and may not disturb or trouble other passengers.

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Contact a station staff member for items lost on Odakyu Line trains or stations. A computerized system is used to track lost belongings.

Lost and Found

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Alternate route service is a system under which, if train operation is disrupted on the section of route that you hold a ticket for, you can use your ticket (and transfer voucher, where applicable) to travel to your destination by another route using another line designated by the railway company. Please note that the scope of permitted usage varies depending on the section of route that you hold a ticket for.
For more details