Q1. After purchasing the Taiwan Explore Pass via the website, where can I collect the pass?
Lion Travel Counter, Arrival Hall of Taiwan Taoyuan International Airport Terminal 2
03-2756168 (Opening hours: 09:00-17:00)
Q2. In addition to the website, where else can I purchase the Taiwan Explore Pass?
No. Currently, it can only be ordered through the website and then collect at the collection point.
Q3. Can you send the Taiwan Explore Pass to the hotel?
This service is not currently available. Please collect the pass at the designated collection point.
Q4. Can I change the product after the order is completed?
The product cannot be changed after the order is completed. Please go to the member center→my order→paid order→to select the order you want to refund→click [I want to refund] then purchase the product you need again.Q5. How do I calculate the validity period of the Taiwan Explore Pass?
Q5. How do I calculate the validity period of the Taiwan Explore Pass?
All the transportation services or attractions’ tickets included in the Taiwan Explore Pass must be used within the validity period of the Taiwan Explore Pass after any of these tickets is used (counted from the day when any of these transportation or attractions’ tickets is used). Transportation services and attractions’ tickets that are not used will automatically expire. For example, if you purchase a 5-day pass for Taiwan and use it at the National Palace Museum on December 1, 2020, you must use other transportation services or attractions’ tickets before December 5, 2020; so on and so forth
[3-day Taiwan High Speed Rail Pass]
➥ Use the pass to exchange for a paper voucher during the validity period of the 3-Day Pass. The voucher can be used for unlimited rides of Taiwan High Speed Rail in 3 consecutive days (calculated in days, not 72 hours).
[2-day Taipei Metro Pass] (Taoyuan Airport MRT excluded. Please deposit before using.)
➥During the validity period of the pass, you can take unlimited rides on Taipei MRT in 2 consecutive days after the card is activated at the gate after scanned (calculated in days, not 48 hours).
[48-hour Kaohsiung Metro Pass] (Kaohsiung Light Rail excluded.)
➥During the validity period of the pass, use the pass to exchange for a 48-hour card at the counters of Kaohsiung Metro Zuoying High Speed Rail Station (R16) or Kaohsiung International Airport Station (R4). Once the 48-hour card is scanned at the gates of the metro stations, it will be deemed as activated. Counted from activation, it is valid for unlimited travel at Kaohsiung Metro for 48 hours. For example, if you first use the card at 2021/01/01/10:00 AM, the card would be expired at 2021/01/03 09:59 AM.
Q6. How do I redeem the 3-day Taiwan High Speed Rail Pass, the 2-day Taipei Metro Pass, and the 48-hour Kaohsiung Metro Pass?
6-1. [3-day Taiwan High Speed Rail Pass]
6-1-1 The 3-day Taiwan High Speed Rail Pass is only valid for short-term foreign travelers. Passengers who enter the country with a ROC passport or hold a valid ROC resident certificate are not eligible for this product.
6-1-2 Three working days after completing the purchase of the card, please go to the member center of the website to check the card list to obtain the code of the card.
6-1-3 Go to the exchange website (https://exchange.welcometw.com/ ) with the code of the card and enter the code (10 digits in total) to obtain the serial number redeeming the 3-day Taiwan High Speed Rail Pass.
6-1-4 After entering Taiwan, please take the original copy of the passport, valid entry documents, and the serial number for redemption to the ticket window of Taiwan High Speed Rail Station to redeem the paper ticket for the 3-day Taiwan High Speed Rail Pass. (Note: The boarding day can only be selected from the day after the serial number for redemption is obtained.)
6-1-5 The pass does not accept any form of change or return once it was exchanged for a physical ticket for the 3-day Taiwan High Speed Rail Pass. If the pass is lost, damaged, or stolen, no application for a reissue or loss or refunds will be accepted.
6-1-6 The 3-day Taiwan High Speed Rail Pass is valid for traveling in non-reserved seats or reserved standard seats within 3 days of the validity period. For passenger needs to take a reserved standard seat, please reserve in advance at any of the counters of Taiwan High Speed Rail stations.
6-1-7 When boarding with the 3-day Taiwan High Speed Rail Pass, you can only enter and exit via manual ticket gates. Please bring your original copy of the passport with you for inspection.
6-1-8 For more regulations about the ticket, please refer to the instructions on the Taiwan High-Speed Rail website. (https://pass.thsrc.com.tw/oatsb2c/home.do )
6-2. [2-day Taipei Metro Pass] (Taoyuan Airport MRT excluded. Please deposit before using.)
Boarding with the card scanned at Taipei Metro’s gates. You can take unlimited rides on Taipei MRT in 2 consecutive days after the card is activated at the gates after scanned (calculated in days, not 48 hours).
6-3. [48-hour Kaohsiung Metro Pass] (Kaohsiung Light Rail excluded.)
6-3-1 Use the pass to exchange for a 48-hour card at the counters of Kaohsiung Metro Zuoying High Speed Rail Station (R16) or Kaohsiung International Airport Station (R4). Once the 48-hour card is scanned at the gates of the metro stations, it will be deemed as activated. Counted from activation, it is valid for unlimited rides of Kaohsiung Metro for 48 hours.
6-3-2 The 48-hour Kaohsiung Metro Pass does not contain deposit and ticket value, and cannot be topped up. Once sold, no refund or exchange for other types of tickets would be accepted. Passengers do not need to return the card and can keep it as a collection after the card is expired.
Q7. I lost the Taiwan Explore Pass. Can I apply for a reissue?
The Taiwan Explore Pass cannot be reissued if lost. Please keep it properly.
Q8. How to use the discount in cooperating stores with the card?
Please identify the cooperating stores with Taiwan Explore Pass posted. Show the Taiwan Explore Pass before having checkout to use the discount. For each store’s discount please check on the official website of Taiwan Explore Pass(Please refer to
https:// taiwanpass.welcometw.com)
Q9. How to apply for a return?
9-1 Once the product has been used, damaged, or the serial number of High Speed Rail has been exchanged and used, no return is accepted.
9-2 If the card has not been used and has no damage on appearance, it needs to be returned in a complete package, and a processing fee of 10% of the card’s price will be charged. If the card cannot be scanned and used for some reason, you can process the return on the website under the situation that the appearance is complete and no man-caused damage.
9-3 The process of return is as below:
Step 1: Apply for a return
[Website] Member Center→My Order→Select the order you want to refund→I want to refund.
[E-mail] Send a letter to the customer service mailbox:service@fontrip.com.tw with the subject of [Return Application for Taiwan Museum Pass International Edition], and the content should contain the order number and the name of the orderer.
Step 2: Send the physical card back
If the Taiwan Museum Pass International Edition has not been used and has no damage on appearance, no deposit in the card, please send it to [The Customer Service Center, Rm. 421, No.195, Sec. 4, Zhongxing Rd., Zhudong Township, Hsinchu County 310401, Taiwan (R.O.C.)] with complete packaging. If the card is damaged or cannot be sent back, the return will not be accepted.
Q10. After applying for a return, when will the money be refunded to the original credit card billing statement?
We will check if the products are complete after we receive the products. If the card is damaged without human-caused factors, a manual refund will be made (about 30 working days), and the refund will be credited to your original credit card billing statement.
Subject to the checkout date of your credit card bill, the refund amount will be shown on your current or next billing statement. If you need to confirm the refund in a hurry, please contact your credit card issuer.
Q11. How do I contact customer service?
Please write to the customer service mailbox: service@fontrip.com.tw , or call the customer service hotline +8863-5910052
Service hours: Monday to Saturday 9:00~12:00 in the morning, 13:00~17:00 in the afternoon (one hour off at noon).