Summary: Free refund within 30 mins for accidental ticket purchases starts Jan 19. Quiet Carriage service expands to over 8000 D/G trains from Feb 1, offering a quieter travel environment.
Source: OT-Team(G), 中国铁路
China's railway operator has announced two passenger-focused service upgrades aimed at improving ticketing convenience and onboard travel comfort.
Free Refund Service for Accidental Ticket Purchases
Starting January 19, the 12306 platform—including its website and mobile app—will introduce a time-limited free refund service for passengers who accidentally purchase train tickets. The policy applies to tickets with travel dates on or after February 2.
Under the new measure, if a passenger mistakenly purchases a ticket, they may apply for a free online refund within 30 minutes after payment is completed, provided the request is made more than four hours before the train's departure. No refund fee will be charged, allowing passengers to correct errors quickly and at no cost.
The service covers tickets purchased through 12306 using electronic payment or reward points for domestic passenger trains, as well as cross-border trains with Hong Kong West Kowloon as the departure or arrival station. Refunds will be processed through the original payment channel: cash payments will be returned accordingly, while reward points will be credited back with their original validity period unchanged.
Each passenger may use this free refund service for one order per calendar day. The policy does not apply to ticket changes, advance reservations, or waitlisted purchases. China's existing tiered refund policy remains in effect, and refunds made within the standard free-refund period do not count toward the daily limit for accidental purchase refunds. If an accidental purchase occurs at an offline ticket window, passengers must report it immediately, and staff will assist with reissuing the ticket on the spot.
Railway authorities said the initiative is designed to reduce financial losses caused by accidental purchases and better protect passenger rights while enhancing the overall ticket-buying experience.
Expansion of "Quiet Carriage" Service
In a separate move to improve onboard comfort, the railway department will expand its "Quiet Carriage" service starting February 1. The service will be extended to all "D" and "G" series electric multiple unit (EMU) trains, except for sleeper EMU services. With this expansion, more than 8,000 trains nationwide will offer Quiet Carriages.
A Quiet Carriage is designed to provide a relatively calm travel environment by lowering broadcast volumes, guiding passenger behavior, and offering attentive, low-volume service from train staff. Carriages are marked with standardized signage and service reminder cards, and disposable earplugs are available upon request. The service follows the principles of voluntary participation, shared responsibility, and moderate staff intervention, allowing passengers to choose whether to travel in a Quiet Carriage.
Trains offering the service are marked with a "Quiet" indicator on the 12306 booking interface. Passengers must agree to the Quiet Carriage code of conduct before purchasing a seat. The guidelines require passengers to keep noise to a minimum, set electronic devices to silent or vibrate mode, leave the carriage to make or receive phone calls, use headphones when playing audio or video, and ensure that children are supervised to avoid loud behavior or crying. Train staff will provide friendly reminders and guidance when necessary to maintain a peaceful environment.
China Railway first piloted the Quiet Carriage concept in December 2020 on major high-speed routes such as the Beijing–Shanghai and Chengdu–Chongqing lines. The service has since expanded to several other high-speed corridors, including routes linking the Chinese mainland with Hong Kong, and has been well received by passengers.
Under the expanded arrangement, single EMU trainsets with 8 or 16 cars will include one Quiet Carriage, while 17-car long "Fuxing" trainsets will feature two. For coupled EMU trains, each set will have one Quiet Carriage. Passengers can select the option "Please prioritize assigning a Quiet Carriage seat" when purchasing tickets via 12306 or ticket vending machines.
Railway authorities encourage passengers choosing Quiet Carriage seats to follow the agreed guidelines, helping to jointly create a civilized, comfortable, and tranquil travel environment.
No comments:
Post a Comment