FAQs

Use of service

Q.What are the system requirements to use this service?

A.

We recommend using one of the following web browsers when accessing our website.

• (1) PC
  Microsoft Edge latest version
• (2) smartphone
  iPhone: Safari latest version
  Android: Chrome latest version
  

Please note that if you use another web browser, some content may not be displayed properly.

Q.Do I need to pay to use this service?

A.

The service is free of charge. You will only be charged for the Limited Express tickets and other tickets that you purchase.

Q.When can I use this service?

A.

The service hours are from 5:30 to 23:45 Japan Time. From 23:45 to 5:30 on the following day, you cannot purchase tickets, receive a refund, change the train(s) or re-display the e-ticket.

Q.Can I use this service with a non-smartphone (feature phone/basic phone)?

A.

You cannot use this service with a non-smartphone (feature phone/basic phone).

Q.Is the user information that I entered secure?

A.

We strictly control user information. For details, please visit "User information and Security/Security".

Q.An error occurred when I tried to return to the previous page. What should I do?

A.

Please try again from the beginning.

We apologize for any inconvenience. Please note that if you use the browser's "Back" button on your smartphone, PC, etc., all information that you entered may be cancelled and you may be required to enter all information from the beginning. Even in the case where you used the "Back" button and an error occurred immediately after you clicked the "Confirm to purchase" button on the confirmation of the purchased ticket screen, the payment may have completed. To confirm whether or not the purchase procedure has completed, please click the "If you forgot the reservation number, click here." link and enter the necessary information.

Q.What tickets can I purchase through this service?

A.

You can purchase Limited Express tickets and extra tickets for Deluxe car, extra tickets for Ltd. Exp. "Shimakaze" and an extra ticket for Private room accompanied by the Limited Express ticket. You cannot purchase basic fare tickets through this service. Please purchase basic fare tickets at a station, etc.

Q.Can you issue a receipt of an e-ticket purchased through this service?

A.

A web receipt can be displayed before and on the date of boarding.

• * Please note that it cannot be displayed after the date of boarding.

For the detailed operation method, please click here.

Q.If I receive a refund for a Limited Express ticket that I purchased using this service, can you issue a refund statement?

A.

If you receive a refund for a Limited Express e-ticket using this service, the refund statement can be displayed on the website. However, please note that it can be displayed only on the "Result of Limited tickets refund" screen.

For the detailed operation method, please click here.

E-ticket

Q.What is an e-ticket?

A.

An e-ticket enables its holder to board a Limited Express train by displaying it on the screen of a smartphone or other mobile device or printing it out without receiving a ticket at a station.

Q.What are use conditions for an e-ticket?

A.

• ・ The purchased e-ticket is only valid for the Limited Express train, car and seat(s) indicated on it.
• ・ You need to carry, on your person, the relevant displayed/printed e-ticket and the credit card used for payment. When a staff member asks you to show the Limited Express ticket at a station or on board, please show the displayed/printed e-ticket, and until deboarding, please be ready to show it.
• ・ The purchased e-ticket is valid for the number of passengers indicated on it and the person who purchased the e-ticket must be included among the passengers.

Q.How can I display the e-ticket again?

A.

From Top Page - "Review/refund/change of purchased ticket(s)" menu, search for the e-ticket by entering the date of boarding, the reservation number and the email address entered at the time of purchase. The reservation number is written on the e-ticket displayed on the screen after the purchase (or change) and on the email that indicates the results of the purchase (or change).
If you do not know the reservation number since you forgot to keep/print out the e-ticket, or deleted the email that indicates the results of the purchase (or change), please search for the e-ticket by clicking the "If you forgot the reservation number, click here." link on the Top Page and entering your name, the date of boarding, the departure station, and the last four digits of the card number and the expiration month/year of the credit card used for the payment.

Q.With the purchased e-ticket, can I board a Limited Express train other than the Limited Express train that is indicated on the e-ticket?

A.

The purchased e-ticket is only valid for the Limited Express train, car and seat(s) indicated on it. Please be sure to take the seat(s) in the car of the Limited Express train indicated on the purchased e-ticket. If you wish to take a different Limited Express train, please change the purchased e-ticket (before the departure time of the relevant train).

Purchase

Q.Which credit card types can I use?

A.

You can use a credit card with a VISA, MasterCard, JCB, AMEX, or Diners Club mark only. Some credit cards, even if they have one of the marks described above, may not be able to be used.

Q.What is the security code?

A.

The security code is the last 3-digit or 4-digit number shown in the signature box on the back of a credit card. By authenticating the security code, which is known only by the credit card holder, we confirm that you have the registered credit card with you.

• * Some credit cards may not have a security code indicated on them. This service cannot be used with a credit card with no security code indicated on it.

Q.After I entered credit card information, an error occurred. What should I do?

A.

Please check that the full card number, the security code and the expiration date that you entered are correct. Since the order of the expiration month and year, in particular, is commonly confused, please re-confirm it.

Q.Can I use debit or prepaid card?

A.

Some debit or prepaid cards cannot be used.
Please note that when a debit or prepaid card is used for payment, changes, refunds or other transactions may not be able to be made depending on the balance of the account linked to the debit card used or balance of the prepaid card used.

Q.How can I purchase a Limited Express ticket?

A.

To make a purchase, please click "Start to purchase" on the Top Page, and follow the instructions on the screen.
For details, please visit "Use Guide".

Q.Can I select a car number and a seat number?

A.

Yes, you can. Please select the seat(s) that you like on the seat map.

Q.For how many passengers can I purchase Limited Express tickets at one time?

A.

The maximum number of passengers for which you can purchase tickets at one time is eight for adults and children in total. If you wish to make a purchase for more than eight passengers, please make a purchase two or more times.

Q.When I use a credit card for payment, when is the payment completed?

A.

As soon as the purchase is made through the internet, the payment is completed. When you cancel the purchase after the completion of the payment, there is a handling fee.

Q.While I was making a purchase, my internet connection was lost, so I do not know whether the purchase was completed or not.

A.

When the purchase is completed, an email that indicates the information on the purchased e-ticket is sent to the registered email address. Please check whether the email arrives or not. If you do not receive the email, please click the "If you forgot the reservation number, click here." link and enter the user information that you entered at the time of the purchase to check whether the purchase has been completed or not.

Q.Can I purchase a ticket for any Kintetsu Limited Express train?

A.

You cannot purchase tickets for the following Limited Express trains through the internet.

• ・ Limited Express trains that depart from your departure station at or after 00:00 (midnight).
  • * You can purchase, through the Internet, tickets for unscheduled overnight Limited Express trains that run from New Year's Eve to New Year's Day.
• ・ Some unscheduled Limited Express trains or Limited Express trains whose travel section is temporarily extended.

Q.Can I purchase a ticket for the same train that departs on the same day more than once?

A.

Yes, you can. However, to prevent erroneous duplicated purchases, a purchase confirmation screen may appear. In this case, please confirm the description of the purchase, and if the purchase is not an error, please proceed with the transaction.

Q.How many minutes prior to the train departure time can I make a purchase?

A.

You can purchase tickets for Limited Express trains that will depart more than five minutes after your search. You can proceed with your purchase transaction until the departure time of the relevant Limited Express train.

Q.How early can I purchase Limited Express tickets?

A.

You can purchase Limited Express tickets from 10:30 a.m. one month before the day of departure of the relevant Limited Express train (on the same calendar date of the previous month) (Japan time).
If the same day does not exist in the previous month, it is as follows．

the date of boarding	3/29･30･31	5/31	7/31	10/31	12/31
the release start date	3/1	5/1	7/1	10/1	12/1

Q.When I use a credit card for payment, can I choose installment payments or revolving payments?

A.

You can choose lump-sum payment only.

Q.Can I purchase tickets for wheelchair-accessible seats through this service?

A.

You can purchase tickets for wheelchair-accessible seat through this service.

• * When selecting a wheelchair-accessible seat or wheelchair assistant seat, you can purchase only one seat at a time.
• * When selecting a wheelchair-accessible seat or wheelchair assistant seat, you cannot select an upstairs seat on the connecting train.
• * It is a seat prepared for a passenger using a wheelchair. For other passengers, please refrain from purchasing this seat, except when the other seats are full.

Train change/refund

Q.What are the rules for train change and refund for the Limited Express ticket.

A.

1. (1) Train change
   You can change the train through the Internet up to three times only if the change is made:
   • ・Before the departure time of the train indicated on the e-ticket; and
   • ・Less than three months after the day of the first purchase.
2. (2) Refund
   You can receive a refund for the purchased e-ticket before the departure time of the train indicated on it. In this case, the amount minus a handling charge will be refunded to the account linked to the credit card used for payment.

Q.How can I refer to the information on the purchased e-ticket?

A.

Please search for the purchased e-ticket by entering the date of boarding, the reservation number and the email address that you entered at the time of the purchase from the Top Page - "Review/refund/change of purchased ticket(s)" menu.

Q.How can I change the train, seat(s), number of passengers, or the like?

A.

You can do so from the Reservation for Limited Express Top Page – "Review/refund/change of purchased ticket(s)" menu. For the detail operation method, please click here.

Q.I made a change to my e-ticket, and the Limited Express charge was billed twice on my bill. Was I double-billed for the Limited Express charge?

A.

When a change is made to a purchased e-ticket, due to system reasons, we refund the Limited Express charge before the change and newly bill the Limited Express charge after the change. For this reason, it may seem that the Limited Express charge was billed twice; however, please rest assured that we eventually bill the Limited Express charge only once, and you have only one charge to pay.

• * Depending on the date of purchase or change, the billing cycle of the credit card, or other reasons, the payment for the Limited Express charge both at the time of purchase and change may be temporarily deducted from the account linked to your credit card. In this case, it is refunded (or adjusted) via the credit card company the next month or later. Regarding the date of refund (adjustment) via the credit card company, please contact your credit card company.

Q.Can I make a change to the travel section and/or the number of passengers without changing the seat (seats)?

A.

In this service, when a change is made, a seat is (seats are) newly taken. For this reason, you cannot make a change to a purchased e-ticket while keeping the same seat (seats) before the change.

Q.When I tried to decrease the number of passengers, a message that the relevant train has no vacant seat is displayed. What should I do?

A.

In this service, when a change is made to the e-ticket, including a decrease of the number of passengers, a seat is (seats are) newly secured. For this reason, if the relevant train has no other vacant seats, such a message is displayed, even when the number of passengers is decreased.

Q.Can I change the e-ticket that I purchased from a PC or smartphone, etc.?

A.

Yes, you can.

Q.Can I change the seat type, for example, from a general seat to a Deluxe seat?

A.

Yes, you can. The balance resulting from the change will be deducted from or refunded to the account linked to the credit card used for payment.

Q.How can I receive a refund for the purchased e-ticket?

A.

You can do so from the Reservation for Limited Express Top Page – "Review/refund/change of purchased ticket(s)" menu. For the detailed operation method, please click here.

Q.If the Limited Express train that is indicated on the purchased e-ticket goes out of service due to a typhoon, an accident or other reasons, how can I receive a refund for the Limited Express charge?

A.

If the Limited Express train that is indicated on the purchased e-ticket goes out of service, the full amount of the relevant Limited Express charge (including the extra fee) without a handling charge will be refunded to the account linked to the credit card used for payment.
Please note that this procedure may take several days. A fee will be charged if you handle the procedure for receiving a refund yourself. In this case, please contact a station staff.

For the train operation status, please see the Kintetsu train status information on the Kintetsu website.

Q.Until when can I receive a refund for the purchased e-ticket?

A.

You can receive a refund for the e-ticket before the departure time of the train indicated on it.

Q.I forgot my reservation number.

A.

If you purchased the ticket through the Reservation for Limited Express, please search for the purchased e-ticket by clicking the "If you forgot the reservation number, click here." link and entering your name, the date of boarding, the departure station, the last four digits of the card number and the expiration month/year of the credit card used for the payment.

Ticket

Q.Can I board a Kintetsu Limited Express train only with an e-ticket that can be purchased through this service?

A.

To board a Limited Express train, you need to separately purchase a basic fare ticket in addition to an e-ticket that can be purchased through this service.

Q.Can I purchase basic fare tickets through this service?

A.

No, you cannot purchase basic fare tickets through this service.
Please purchase a basic fare ticket separately at a ticket machine at a station or use an IC card.

Limited Express types and seats

Q.What types of Limited Express trains are there?

A.

There are various types of Kintetsu Limited Express trains.
Unique trains are offered, including the "Shimakaze" and "Blue Symphony" and "AONIYOSHI" Sightseeing Limited Express trains, on which passengers can travel to popular sightseeing areas, such as Ise-Shima and Yoshino and Nara, while enjoying a Cafe car, Lounge car and other on-board facilities and services, and the "HINOTORI," which connects Osaka and Nagoya.

For details of Limited Express train types, click here.

Q.What are group seats?

A.

Group seats are special seats that can be used only when a given number of passengers travel in the same section. Limited Express trains that have group seats are as follows:

• ○ Sightseeing Ltd. Exp. "Shimakaze" (For details, click here.)

• ・"Private room": Western-style and Japanese-style private rooms are available. A private room is for a group of three to four, where passengers can enjoy a trip in a private space. In addition to the Limited Express charge, the extra fee for the Ltd. Exp. "Shimakaze" and an extra fee for a Private room are required. A private room can be used only by passengers who travel in the section including between Yamato-Yagi and Iseshi Stations or between Kintetsu-Yokkaichi and Iseshi Stations.
• ・"Salon seat": A Salon seat area consists of face-to-face booth-style seats for a group of four to six.

• ○ Ise-Shima Liner (For details, click here.)

• ・"Salon seat": A Salon seat area consists of face-to-face booth-style seats for a group of three to four.
• ・"Twin seat": A Twin seat area consists of face-to-face booth-style seats for a group of two.

• ○ Sightseeing Ltd. Exp. "Blue Symphony" (For details, click here.)

• ・"Salon seat": A Salon seat area consists of face-to-face booth-style seats for a group of three to four.
• ・"Twin seat": A Twin seat area consists of face-to-face booth-style seats for a group of two.

• ○ Sightseeing Ltd. Exp. "AONIYOSHI" (For details, click here.)

• ・"Salon seat": A Salon seat area for a group of three to four.
• ・"Twin seat": A Twin seat area for a group of two. If you would like to use the twin seats by yourself, please purchase an additional child ticket.

• ○ Vistacar (For details, click here.)

• ・"Downstairs seat": A downstairs seat area consisting of compartment-like salons for a group of three or more.

<Restrictions on partial refunds>

• ・ When a change (decrease) in the number of passengers for group seats is made to the e-ticket, if the number of passengers after the change is less than the minimum number of passengers for the relevant group seat area, the relevant group seats cannot be selected.

Q.What seats require extra fees?

A.

The following trains and seats require an extra fee(s) in addition to the Limited Express charge.

• ●Ltd. Exp. "Shimakaze"
  • ・ Premium seat : Ltd. Exp. charge + extra fee for Ltd. Exp. "Shimakaze"
  • ・ Salon seat : Ltd. Exp. charge + extra fee for Ltd. Exp. "Shimakaze"
  • ・ Private room : Ltd. Exp. charge + extra fee for Ltd. Exp. "Shimakaze" + extra fee for Private room
  • * The extra fee for Private room is charged per group.(1,050yen per group)
• ●Ltd. Exp. "HINOTORI"
  • ・ Premium seat : Ltd. Exp. charge + extra fee for Ltd. Exp. "HINOTORI" Premium car
  • ・ Standard seat : Ltd. Exp. charge + extra fee for Ltd. Exp. "HINOTORI" Standard car
• ●Ltd. Exp. "Blue Symphony"
  • ・ Deluxe seat : Ltd. Exp. charge + extra fee for Deluxe car
  • ・ Salon seat : Ltd. Exp. charge + extra fee for Deluxe car
  • ・ Twin seat : Ltd. Exp. charge + extra fee for Deluxe car
• ●Ltd. Exp. "AONIYOSHI"
  • ・ Salon seat : Ltd. Exp. charge + extra fee for Deluxe car
  • ・ Twin seat : Ltd. Exp. charge + extra fee for Deluxe car
• ●Ltd. Exp. "Urban Liner"
  • ・ Deluxe seat : Ltd. Exp. charge + extra fee for Deluxe car
• ●Ltd. Exp. "Ise-Shima Liner"
  • ・ Deluxe seat : Ltd. Exp. charge + extra fee for Deluxe car
• ●Ltd. Exp. "Sakura Liner"
  • ・ Deluxe seat : Ltd. Exp. charge + extra fee for Deluxe car

Distance in kilometers	Limited Express charge (Half price for children)	Extra fee for deluxe car (Half price for children)	Extra fee for "Shimakaze" (Half price for children)
1～40km	520yen	210yen	740yen
41～80km	920yen	210yen	740yen
81～140km	1,340yen	320yen	840yen
141～180km	1,640yen	420yen	1,050yen
181km～	1,930yen	520yen	1,160yen

Distance in kilometers	Extra fee for "HINOTORI" Premium car (Half price for children)	Extra fee for "HINOTORI" Standard car (Half price for children)
1～40km	300yen	100yen
41～80km	400yen	100yen
81～140km	600yen	200yen
141～180km	800yen	200yen
181km～	900yen	200yen

Q.Can I smoke on a Limited Express train?

A.

You can smoke in the smoking room .
Each Limited Express train has more than one smoking room in principle; however, some Limited Express trains have no smoking room.
For smoking room locations, please confirm when you purchase a Limited Express ticket.

• * When purchasing a ticket online, you can confirm smoking room locations through the seat map.

On-board services/facilities of Limited Express trains

Q.Is on-board sales service provided?

A.

On-board sales service is provided on the following Limited Express trains.

• ○Sightseeing Ltd. Exp. "Shimakaze": all trains (For details, click here.)
  
  
• ○Sightseeing Ltd. Exp. "Blue Symphony": all trains (For details, click here.)
  
  
• ○Sightseeing Ltd. Exp. "AONIYOSHI": all trains (For details, click here.)
  
  

• * In principle, on-board service is not provided in the following cases:
• ・ In the case in which the train service is significantly disrupted by bad weather or other reason
• ・ In the case in which cars other than those dedicated to Shimakaze and Blue Symphony and AONIYOSHI are used due to periodical inspection
• ・ On sales operational grounds
  
  
• * For preparation, arrangement, etc., the operating hours are limited. The operating hours may be shortened on grounds of product preparation on the day, etc.

Q.Does a train have restrooms?

A.

Every Limited Express train has restrooms.

Q.Does a train have lockers?

A.

Sightseeing Ltd. Exp. "Shimakaze" and Ltd. Exp. "HINOTORI" have key-operated lockers.

Others

Q. I am being billed for a Limited Express charge for which the purchase process has not been completed.

A.

In the following exceptional cases, your credit card statement will show the Limited Express charge for which the purchase process has not been completed. In this case, however, the charge will be automatically refunded (offset).

[Exceptional cases where a Limited Express charge is billed even though the purchase process has not been completed.]
When you purchase a Limited Express ticket on this sales page, a sales transaction will be processed at the point when you click the “Confirm to Purchase” button. However, clicking the “Confirm to Purchase” button may not complete the purchase process for the following reasons.

• ・ The seat you selected has already been sold (an error message indicating that the seat has already been sold will appear).
• ・ The train you selected has already departed (an error message indicating that the train has already departed will appear).
• ・ A group of seats is unavailable (a confirmation screen indicating that seats are allocated separately will appear).

Even if the purchase process has not been completed, you will be charged once, but the charge will be automatically canceled immediately.

Depending on the credit card company, only the sales charge may be immediately reflected on the web statement, etc., and the refund may appear later. To confirm the final refund amount, please check your credit card statement after the monthly closing date.
*Depending on the date of purchase or change, or the closing date for your credit card, payment for the Limited Express charge may be temporarily deducted from the account linked to your credit card. In this case, the amount will be refunded (offset) via the credit card company the next month or later.
Regarding the date of refund (offset) via the credit card company, please contact your credit card company.

Contact

Q.Contact information

A.

Inquiries about Reservation for Limited Express: Internet members desk
net-members_desk@rw.kintetsu.co.jp

• ・ Please send an email in English.
• ・ When making an inquiry, please include, in the email, the name that was entered at the time of the purchase.
• ・ We cannot answer any inquiries about customers' personal information or security.
• ・ A reply will be made by email, in principle. Please note that it may take several days to make a reply.
• ・ Please do not make an inquiry about matters other than reservation and purchase through the internet.
  (Please note that depending on the inquiry, we may take a long time to make a reply or may not be able to make a reply.)