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FAQ

Frequently asked questions on general services, such as subway map, fares and tickets.

Tickets

Q: What shall I do if I lost my ticket, if I want to change my ticket or receive a refund?

A: Procedure differs according to the type of the ticket. See the detailed guide on our All Tickets page.

Q: Are there children's fares?

A: Fares are based on age. See the Fares According to Age page for details from the link below.

Q: What's PASMO?

A: PASMO card is a convenient prepaid transportation card that contains an integrated-circuit (IC) chip. When these cards are passed over card readers located on automatic ticket gates, the appropriate fare is deducted. By recharging the PASMO card, it can be used over and over.

Q: What is the procedure for buying a railway pass?

A: Three types of railway passes are available: Student Railway Pass, Commuter Railway Pass and Tokyo Metro All-Line Pass.
See the Passes page for information about the documents you need when purchasing a pass and for details of usage.

Q: Do fares change depending on distance?
(How should I calculate the fare if there is more than one route to my destination?)

A: Your fare is calculated based on how many kilometers you will travel. For further information on each type of ticket, see the pages on the Ticket Types. To find your fare, you can go to Tokyo Metro Transfer Planner & Fare Calculation page.

(Even if you use a different route, as long as you are using lines of Tokyo Metro, you will only have to pay the fare for the cheapest route.)

Q: What kind of ticket do you recommend for sightseeing?

A: You can find various selections of valued tickets available perfect for sightseeing at Discount Tickets page. Click on the link below for more information.

Subway Map

Q: Where can I get a Tokyo Subway Route Map?

A: Tokyo Subway Maps are available at station offices. You can also download from the link below.

Q: What do the letters and numbers on subway maps and at each station mean?

A: These are called station numbers. Initially designed to aid foreign visitors to Tokyo, station numbers, which use letters and numbers to designate each subway station, make it easy for anybody to use the Tokyo subway system.

Service

Q: Where can I go to confirm if a lost item was found?

A: You can contact the nearest station office, or either go directly to the Tokyo Metro Lost & Found Center in Ueno station.

Q: Is there information in languages other than Japanese?

A: Tokyo Metro Guide and some other pamphlets are available in English, Korean, and Chinese (both simplified and traditional).
Notices in all of these languages are also installed in stations.

Q: How do you decide on temperature settings of air conditioning in the cars?

A: The temperature setting of air conditioning is 26 degrees (28 degrees in weakly air-conditioned cars), and the conductor is switching air condition ON and OFF according to the degree of congestion in the car and the temperature outside.
We shall continue to pay careful attention to air-conditioning in the cars and try to maintain the passenger space as comfortable as possible.

Q: Why did you introduce "women-only" cars?

A: We introduced "women-only" cars firstly for the purpose of prevent groping and other problematic behavior, and secondly to ensure safe rides for women, children of preschool and elementary school age, as well as for physically handicapped passengers and their caregivers.
See the Subway Manners page for details.
We appreciate your understanding and cooperation.

Q: When do "women-only" cars operate?

A: "Women-only" cars operate on all lines on weekdays only.
Please note that depending on the train schedule, etc., "women-only" cars may not always be available.

Q: Are there plans to introduce "women-only" cars also for Ginza, Marunouchi, and Namboku lines?

A: Trains on Ginza, Marunouchi, and Namboku lines only have six cars, and introduction of "women-only" cars would greatly unbalance the rate of congestion among the cars and possibly affect safety, timely operation, and flow of customers on platforms. For these reasons at present we have decided to put it off.
In future we shall examine the possibilities further in light of usage conditions and other aspects.

Q: Who can use "women-only" cars?

A: Besides women themselves, children of preschool and elementary school age, physically handicapped and their caregivers can use "women-only" cars.

Q: What is the current state of barrier-free facilities?

A: There are stations with specialized toilets, elevators and other barrier-free facilities.
See our website for detailed information on barrier-free access measures of Tokyo Metro.

Train Operations

Q: Where can I get information on train service and delays?

A: If a train on any line of Tokyo Metro is or is expected to be delayed for 15 minutes or more it is announced on Tokyo Metro website (PC and mobile).
(Japanese only)

Q: What will happen if a train stops?

A: When there is an obstacle preventing normal train operation and you have obtained a ticket for the section in question beforehand, there are cases when our company can request other railroad companies to accommodate you for that section by a different route.

Q: Where can I get a delay certificate?

A: If a train is late due to an accident or some other reason, such certificates are issued at sales windows at stations, etc., and are also issued at Tokyo Metro website (PC and mobile).
(Japanese only)

Q: Why neither information nor a delay certificate is published on the website although there was a train delay?

A: The delays of 5 minutes long or more are published rounded up by 5-minute units.
Delay certificates for delays between the first train and 7:00 are normally published at 7:30, for those between 7:00 and 10:00 at 10:30, and for those between 10:00 and 17:00 at 17:30.
For delays between 17:00 and the last train only the delay certificates for delays exceeding 5 minutes are published.

  • *Note: The exact time of publication may vary depending on the concrete situation of train operation.
    Please use 'reload page' or similar button of your browser and update the information before reading.
    (Japanese only)
Q: Sometimes a train that is seemingly running on time stops for time adjustment.
What is that for?

A: In cases where a train following another operating on time is delayed, the interval between the first and the second train gets wider, more passengers than usual get on the second train which results in increased congestion, increased time for boarding and getting off, thus delaying the train even more.
In order to prevent it, we adjust the schedule so that the train in front of the one delayed stays longer at the stations, thus allowing more passengers to get on, which enables us to prevent unbalanced congestion and further delays.
This way by adjusting the schedule of other trains we prevent congestion and further delay of the train which generated the delay, prevent delays and unbalanced congestion along the whole line, and prevent further delays.
We thus adjust the schedule of other trains in order to prevent congestion and further delay of the train which generated the delay, at the same time preventing delays along the whole line.
Your understanding and cooperation will be truly appreciated.


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