And the purchase, alteration and refund of train tickets

To win novel coronavirus pneumonia prevention and control, and respond to the petition, the railway authorities have introduced five measures to refund the tickets and the number of passengers to provide mobile phone numbers. There are also some questions about the purchase, change and refund of train tickets. The editor has sorted out the things about train tickets again to answer your questions and give you warm tips.

I. what are the regulations on the purchase, change and refund of train tickets?

1. Regulations on passenger's ticket purchase route and boarding certificate.

Passengers can purchase tickets through 12306.cn website (including 12306 mobile app), station ticket window, railway self-service ticket machine, railway ticket sales agent point or by calling the railway ticket booking telephone (area code + 95105105).

At present, the tickets sold by the railway are mainly divided into paper tickets and electronic tickets. The common paper tickets include red soft paper tickets, blue magnetic medium tickets, and the replacement tickets issued by the train mobile ticket machine; the electronic ticket is an electronic form of the traditional paper ticket, which is the evidence of the railway passenger transport contract in the form of electronic data.

For passengers who purchase paper tickets or exchange paper tickets for online tickets, the paper tickets are the travel documents, and the original valid identity documents used for ticket purchase shall be presented at the same time; for passengers who purchase electronic tickets, the original valid identity documents used for ticket purchase shall be the travel documents.

The ticket information sheet of the electronic ticket is a prompt for the passenger's friend's travel information. The reimbursement voucher is used as the voucher when the passenger needs to make financial reimbursement. The ticket information sheet and the reimbursement voucher can be printed on the automatic ticket machine, but not as the passenger's travel voucher.

When purchasing tickets, the mobile phone number of the buyer can be filled in for the convenience of receiving the ride information.

2. Regulations on pre-sale period of train tickets.

At present, the pre-sale period for ticket purchase and telephone booking on Railway 12306.cn website (including railway 12306 mobile app) is 30 days before the start of the train; the pre-sale period for station ticket window, self-service ticket machine and railway ticket sales agent point is 28 days before the start of the train. The days of the pre-sale period include the day.

3. Regulations on ticket change.

The ticket purchased by the passenger can only be changed once. If the passenger cannot take the train according to the bus station, date and train number specified on the ticket, he / she can go to any station in the country to apply for a visa in advance or later before the driving time specified on the ticket, provided that he / she has the transportation capacity. The ticket that has been changed cannot be changed again and refund is allowed. The passenger can change the ticket at the station where the ticket is on the other train on the same day after driving. After the change, the ticket can not be changed again, and the ticket can not be refunded.

When passengers change tickets before the ticket departure time, they can change tickets for other trains within the pre-sale period 48 hours (excluding) before departure on the premise of transportation capacity; within 48 hours before departure, they can only change tickets for other trains before 24:00 on the ticket date.

4. Regulations on ticket refund.

When a passenger wants to refund his ticket, he shall go through the formalities before the departure time specified on the ticket, and the railway department shall refund all the tickets and check and collect the refund fee.

If the passenger does not exchange paper ticket (or reimbursement voucher) after purchasing the ticket on 12306.cn, he / she can refund the ticket on the Internet not later than 25 minutes before departure; if the passenger purchases the electronic ticket through the ticket window of the station without exchanging reimbursement voucher, if there is no 12306 account, he / she can first register on 12306 website with the passenger ID number and complete the face body through 12306 mobile app of the railway After verification, refund shall be made online not later than 25 minutes before departure. If the paper ticket purchased by the passenger, the electronic ticket purchased in cash and the paper ticket (or reimbursement voucher) have been exchanged after the online ticket purchase, the ticket can only be refunded at any railway station in the country. Tickets purchased through various ways can be refunded at any railway station in the country before the departure time specified in the ticket.

If the train is stopped, the passenger can refund the ticket at 12306 website and any railway station in the country within 30 days (including the day) after the ticket boarding date, and no refund fee will be charged.

5. Regulations on the collection of service charge for ticket refund.

(1) if the passenger refunds more than 15 days (excluding 15 days) before driving, no refund fee will be charged;

(2) if the passenger is more than 48 hours before the departure time of the station, 5% of the ticket price will be charged as refund fee; if the passenger is more than 24 hours and less than 48 hours, 10% of the ticket price will be charged as refund fee; if the passenger is less than 24 hours, 20% of the ticket price will be charged as refund fee.

6. The regulations on charge for ticket change or refund after arrival.

(1) 20% of the refund fee will be charged when the passenger changes his / her ticket or changes the date of arrival during the Spring Festival (January 10-february 18, 2020).

(2) if the passenger's ticket date is not during the Spring Festival (January 10-february 18, 2020) after the ticket change or change of arrival, the ticket refund fee of 5% will be charged for the ticket change or change of other trains from arrival to more than 15 days before departure within 48 hours to 15 days before departure; if the ticket is more than 48 hours before departure, 5% of the ticket price will be charged Refund fee will be charged; 10% of the ticket price will be charged for more than 24 hours and less than 48 hours; 20% of the ticket price will be charged for less than 24 hours.

(3) if the fare of a new ticket is lower than that of the original ticket, the difference shall be refunded. The refund fee shall be charged for the difference and the current refund standard shall be implemented;

II. In response to the epidemic, what are the adjustments in the regulations on ticket purchase, ticket change and ticket refund of the railway department

In order to meet the needs of epidemic prevention and control work and respond to the appeals of the majority of passengers, the railway department has issued the measures of free refund and the buyer must provide the passenger's mobile phone number five times.

On January 21, the first time, in line with the requirements of Wuhan's health and epidemic prevention work deployment, measures were introduced to exempt the train ticket refund fees for arriving and leaving Wuhan.

The second time, on January 23, in line with the decision of Wuhan municipal government to close the train passage from Han, the measures of free refund were extended to the whole country.

The third time was on January 27. In order to implement the extension arrangement of the Spring Festival holiday in 2020 by the State Council, the railway department once again introduced free refund measures.

The fourth time was on January 29, and new measures continued to be introduced. For passengers who have to go through the refund formalities at the station window, the refund period was extended to March 25, and the refund period of the railway station that has closed the entrance channel was extended to 30 days after the restoration of the station channel.

The fifth time is February 5. In order to coordinate with the measures of flexible arrangement of work before February 10, the railway department adjusted the free measures again for the passengers who could not handle the refund online, and extended the refund period of the passengers who had to go through the refund formalities at the station window to March 31.

At the same time, since February 1, the measures that the ticket buyer must provide the mobile phone number of each passenger himself / herself when purchasing the ticket are introduced, so as to contact the passenger in time when necessary.

Change 1: for passengers who have bought tickets before 24:00 on February 5, 2020, there is no charge for refund.

In order to meet the needs of fighting against the epidemic, for the national railway tickets purchased by passengers through stations, 12306 websites and other channels before 24:00 on February 5, 2020, the railway department will not charge the refund fee if they voluntarily change their itinerary and need to refund before 0:00 on February 6, 2020, and they will be handled together with those who purchase railway passenger insurance. For tickets purchased after 0:00 on February 6, 2020, the original regulations shall be implemented when they need to be refunded.

Change 2: free of charge when student ticket is refunded.

In consideration of the different school opening time of different schools, until the railway department has informed otherwise, no refund fee will be charged for the purchase of student tickets, and the purchase of railway travel insurance will be handled together.

Change 3: if the passenger purchases the ticket in cash or has exchanged the paper ticket (including reimbursement voucher) for refund before 24:00 on February 5, 2020, the refund time limit will be extended to 24:00 on March 31.

In view of the inconvenient traffic situation during the epidemic period, passengers who purchase tickets in cash or exchange for paper tickets (including reimbursement voucher) before 24:00 on February 5, if they are unable to return tickets at the station before driving, they can postpone to 24:00 on March 31 to return tickets at any railway station in the country.

Change 4: for those who have already purchased train tickets in the area where the railway station entrance channel is closed, the ticket refund time limit shall be extended again.

During the epidemic period, the passengers who have purchased tickets in the area where the station entrance channel is closed can return tickets in 12306 website and any railway station in China within 30 days (including the same day) from the date of boarding on the ticket. No refund fee will be charged when returning tickets. If the passengers use cash to purchase tickets or have exchanged paper tickets (including reimbursement vouchers), they can also return tickets from the date when the station entrance channel is reopened Within 30 days (including the same day), go to the station where the ticket is issued or the station where the ticket is purchased (including the station in the same city) to handle the ticket refund procedures, and no refund fee will be charged.

Change 5: provide mobile phone number of passengers when purchasing tickets.

According to the requirements of relevant departments, in order to strengthen the prevention and control of epidemic situation, it is necessary to get in touch with the passengers in time when necessary. The ticket buyer must provide the mobile phone number used by each passenger in time; the key passengers such as minors, the elderly and the passengers without mobile phone can provide the mobile phone number of guardians or relatives and friends who can be contacted in time; Hong Kong, Macao and Taiwan passengers and foreign passengers Email is available. This measure will be implemented in 12306 website (including mobile phone client) first, and ticket purchasing channels such as station window, self-service ticket machine and agency will be implemented in succession.

III. concerns to be further interpreted

1. Why can't passengers who purchase tickets in cash or through 12306 website and have exchanged paper tickets (including reimbursement voucher) go through refund procedures online?

Passengers who use cash payment to purchase tickets cannot return the purchase money to the passengers through the network. For passengers who have exchanged paper tickets (including reimbursement vouchers), paper tickets (including reimbursement vouchers) must be taken back when refunding according to relevant regulations of national invoice management.

Therefore, in both cases, you can only go to the station window to check out the ticket, and please understand.

2. How to refund the e-ticket purchased by non cash way through the ticket window of the station without exchanging the reimbursement voucher?

Before 24:00 on February 5, 2020, for the electronic tickets purchased through the station, 12306 website and other channels, if the passenger voluntarily changes the itinerary before driving and needs to refund after 0:00 on February 6, the passenger can handle the refund online no later than 25 minutes before the departure of the ticket, and the railway department does not charge the refund fee, and the purchase of railway passenger insurance is handled together. If the passenger does not have 12306 account, he / she can use the passenger ID card number to register on 12306 website and complete the face identity verification through the railway 12306 mobile app, and then handle the refund according to the free refund regulations. In addition to online ticket refunds, passengers can also go to any station in the country for ticket refunds before departure.

3. Does the passenger who buys the ticket after February 6 refund the ticket free of charge?

If a passenger needs to refund his / her ticket after February 6, he / she shall still handle it in accordance with the original regulations of the railway except for the student ticket.

4. After the implementation of the free refund measures, why do passengers still charge 20% of the refund fee?

In order to do a good job in epidemic prevention and control, the railway department adjusted the refund policy. If it is beyond the scope of adjustment, the original regulations shall still apply to the refund.

Railway regulations: if less than 24 hours before departure, the refund fee shall be charged at 20% of the ticket price. If the ticket date after the change or change of arrival is during the Spring Festival, the refund fee shall be charged at 20% of the ticket fee for less than 24 hours before departure.

For the problem that 20% of the refund fee is charged when the passenger reflects the refund, the refund fee shall be charged according to the original regulations if it does not meet the conditions of free refund of railway.

The railway department shall not be responsible for the problems arising from the refund of train tickets purchased by passengers through the third-party software.