1.What is real-name ticketing?

To ensure the safety and order of passenger transportation, railway operation company has implemented real-name ticketing in accordance with related regulations. For the scope of real-name ticketing and the details of ticketing, ID verification and check-in, please refer to station announcements. When purchasing real-name tickets, please show a valid ID document of the passenger. Foreign passengers can purchase real-name tickets with valid passports that can be used according to related regulations.

2. How many kinds of tickets are there?

Currently, both E-tickets and paper tickets are on sale.

(1) E-tickets: Railway E-ticket is a voucher of railway passenger transport contract in electronic form. Passengers can purchase E-tickets within the scope designated by the railway authority on 12306.cn (or 12306 mobile app), at ticketing counters or on automatic ticketing machines in railway stations selling e-tickets, or from railway ticket agencies. Passenger shall reserve the information of railway e-ticket and the valid ID document used to purchase the ticket, and shall show the ID document to check-in and out of the station and get aboard the train.

(2) Paper tickets: Paper tickets mainly include printed soft paper tickets with red shading; printed magnetic medium tickets with light blue shading; train tickets printed by onboard mobile ticketing devices; substitute tickets, section tickets, and receipts of miscellaneous fees of passenger transport rates.

3. What is the validity period of tickets?

Passengers shall take the train according to the date and train number indicated on the ticket. A through ticket is valid only for the day and the train indicated on the ticket, and if the passenger gets on (off) the train on the way, the ticket becomes invalid for the section not travelled.

4. Where can I buy the ticket?

Please purchase train tickets from channels offered by railway operation company or its sales agency. At present, the following channels are offered:

(1)ticketing counters, in railway stations or in railway ticket agencies.

(2)automatic ticketing machines installed in railway stations or at designated places.

(3)12306.cn (or 12306 mobile app).

(4)ticket hotline. In areas where telephone booking service has been opened, passengers can book tickets on hotline and then pay at the designated place within the specified time.

(5)For railway lines where commuter cards can be used, passengers can apply for the card at the card selling outlets, and then check-in and take the train with the card.

www.12306.cn is the official website of China Railway Customer Service Center. The railway department will not handle ticketing problems that occurred on other websites.

5. Can I buy tickets for others?

At the station,you can buy tickets for others at the ticket counter by taking the original or copy of the passenger's valid ID document with you .

On 12306.cn, registered users with ID information "verified" and "ready to be verified" can buy tickets for themselves or others. After logging in, please add your friend to My Passengers list and enter his/her name, valid ID document type and number accurately. After his/her ID information becomes "verified" or "ready to be verified", you can buy tickets according to the corresponding prompts on the website.

6. Can I buy more than one ticket for the same train on the same date of travel?

A valid ID can be used to buy only one ticket for the same train on the same date of travel. However, for children who do not have ID cards, you can use the identity information of the accompanying adult to buy child tickets under the same order.

7. What services does 12306.cn English website provide?

12306.cn English website offers services including purchase, endorsement, refund of tickets and change of destination for tickets.

8. Does 12306.cn English website offer services 7*24?

Services for purchase, endorsement, refund of tickets and change of destinaton for tickets are offered on 12306.cn English website from 6:00 to 23:30 (CST) every day.

9. What ID documents are accepted by 12306.cn English website?

On 12306.cn English website, only valid foreign passports useable according to related regulations are accepted.

10. How to print E-ticket itinerary sheet?

After buying railway E-tickets on 12306.cn, passengers can print or download the "itinerary sheet" on the website, or have it printed at the designated ticket counters or automatic ticketing machines at the stations.

11. Can I check in with "itinerary sheet" and reimbursement receipt?

Neither "itinerary sheet" nor reimbursement receipt can be used as tickets.

12. How does passenger "to be verified" with foreign passports in the My Passengers List pick up paper ticket?

After buying tickets for a passenger "to be verified" with foreign passports in the My Passengers List on 12306.cn, you need to take the valid original passport used to buy the ticket to the ticket counter at the station for ID verification. When the status has been changed to "ready to be verified," you can pick up the paper ticket.

1. What is endorsement?

Endorsement refers to the procedures to take when passengers change the date of travel, train number, or seat (berth).

The railway department reminds passengers that endorsement can only be handled when there is enough capacity (i.e., available tickets). Only the date of travel, train number, or seat (berth) can be changed, and the departure station and arrival station (except for stations in the same city) can not be changed.

2. What are the rules of ticket endorsement?

More than 48 hours (not included) before the train departure time, you can endorse your ticket to that of another train available within the pre-sale period. Within 48 hours before the train departure time, you can endorse your ticket to travel by another train scheduled to depart before the original train, or after the original train but before 24:00 of the date of departure of the original train; it is not possible to endorse the ticket to a train scheduled to depart the next day or later. After the train has departed, passenger can still get the ticket endorsed to another train scheduled to depart on the same date, but only at the departure station of the original ticket, and the endorsed ticket cannot be refunded.

A ticket whose destination station has been changed cannot be endorsed. If the ticket is endorsed or if the destination station of the ticket is changed between 48 hours to 15 days before the train departure time, to another train schecduled to depart at least 15 days later ,5% refund fee shall be charged for the endorsed/changed ticket even if the ticket is refunded at least 15 days before train departure. If the train for ticket endorsed or ticket with its destination station changed is scheduled to depart within the Spring Festival peak season, the refund service fee will be uniformly charged as 20% of the ticket price.

3. What are the rules of ticket endorsement on the 12306.cn English website?

Passengers can have their tickets endorsed through 12306.cn at least 25 minutes ahead of train departure if there are seats available. Passengers who have registered on 12306.cn and completed facial identity verification through mobile APP can also endorse their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, or by other people on 12306.cn. To endorse a ticket within 25 minutes ahead of train departure,or purchased by cash, or with a reimbursement receipt already printed, please go to the designated ticket window at the station. Passengers shall return the printed reimbursement receipt after endorsement.

The service of changing destination station is not available for endorsed tickets, group tickets, or through tickets.Tickets whose destination station has been changed cannot be endorsed.

4. What is change of destination?

Since June 10, 2015, the railway passenger transport department launched the "change of destination" service,i.e. after purchasing tickets, passengers can, based on the change of their travel itinerary, choose a new destination and travel by another train available within the presale period with a different departure date, train number or seat.

The railway department also reminds passengers that the change of destination service can only be provided if there are tickets available for sale.

5. How to change your destination?

If there are tickets available, passengers can change their destination through 12306.cn or at a designated ticket window at the station at least 48 hours ahead of the departure time of the original train. Passengers who have registered on 12306.cn and completed facial identity verification through mobile APP can also change on the website the destination of their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, or by other people through 12306.cn. For railway e-ticket purchased by cash or with reimbursement receipt printed, please go to the designated ticket window at the station for change of destination. Passengers shall return the printed reimbursement receipt after the change of destination.

The service of changing destination station is not available for endorsed tickets or group tickets.Tickets whose destination station has been changed cannot be endorsed.

If the ticket is endorsed or if the destination station of the ticket is changed between 48 hours to 15 days before the train departure time, to another train schecduled to depart at least 15 days later ,5% refund fee shall be charged for the endorsed/changed ticket even if the ticket is refunded at least 15 days before train departure. If the train for ticket endorsed or ticket with its destination station changed is scheduled to depart within the Spring Festival peak season, the refund service fee will be uniformly charged as 20% of the ticket price.

6. Is endorsement or change of destination available to a ticket for multiple times?

Endorsement or change of destination station is available to one ticket for only one time.The service of changing destination station is not available for endorsed tickets and tickets whose destination station has been changed cannot be endorsed. If the passenger cancels the trip after endorsement or change of destination, he can get a refund according to refund rules. Endorsed tickets cannot be refunded after train departure.

7. In case of endorsement or change of destination, how to pay the price difference or get a refund?

In the case that the original ticket is purchased by cash, if the price of the new ticket after endorsement or change of destination is higher than that of the original one, the difference will be charged; otherwise, the difference will be refunded after a refund service fee is charged to the price difference as per the existing refund service fee rules (all in cash).

In the case that the original ticket is purchased at the ticket window by a bank card or on the 12306.cn website by online payment means, the passenger has to pay the full price of the new ticket after endorsement or change of destination with a bank card if the price of the new ticket is higher than that of the original ticket, and the refund ofthe original ticket will be returned within the prescribed time to the bank card or online payment account used to purchase the ticket; otherwise, the difference will be refunded within the prescribed time to the bank card or online payment account used to purchase the ticket after a refund service fee is charged to the price difference as per the existing refund service fee rules.

8. What to do if the passenger is unable to take the train as described on the ticket due to railway responsibility?

If the passenger is unable to take a train as per the departure date, train number, seat or berth described on the ticket due to railway responsibility, staff in the station or on the train will provide proper arrangements. If the rearranged train, seat, or berth costs more than the original one, the excess part of the fare will not be charged; otherwise, the fare difference will be refunded at the departure or destination station, and no refund service fee will be charged.

9. How to get a ticket refund?

Passengers can get a ticket refund via the 12306.cn website at least 25 minutes ahead of train departure. Passengers who have registered on the 12306.cn and completed the facial identity verification via mobile APP can also get a refund on the website for their own tickets purchased via ticket window at the station, ticketing machine, ticket agency, and by other people on 12306.cn. For e-tickets purchased by cash or with reimbursement receipt printed, passengers can apply for a refund on the 12306.cn and get the refund at the station ticket window with the passengers' original ID card within 180 days after successfully apply for the refund online. Passengers shall return the reimbursement receipt if it is already printed.

Passengers can also get a full refund at the station ahead of train departure time described on the ticket after charging a refund service fee. In special cases, the refund can be handled within 2 hours after train departure with approval of the chief of the station where the ticket is sold or the departure station on the ticket.

The ticket can't be refunded after the trip starts. However, if the passenger is not able to continue the trip due to injury or illness, the difference between the ticket price charged and the ticket price of the already travelled section can be refunded according to the passenger transport record issued by the train crew after a refund service fee is charged; if the travelled distance is less than the minimum mileage, it will be calculated as the minimum mileage. The same procedure can be handled to accompanying passengers.

Tickets endorsed after train departure will not be refunded. Platform tickets are non-refundable.

Railway transport company can adjust the refund rules temporarily when necessary. Please consult the local station or pay attention to the station announcement.

10. What documents shall I provide for refund at the ticket counter in the station?

Refund at the station ticket counter must be processed before the train departure:

(1) For a passenger who applies for the refund in person, please provide the ticket and the original valid ID used to purchase the ticket.

(2) If someone entrusted by the passenger, please provide the ticket, the original valid ID of the trustee and that of the passenger used to purchase the ticket.

(3) Please provide the purchase order number If the automatic reader cannot read the resident ID card or if a valid ID document other than the resident ID card was used to purchase the ticket.

11. How is the ticket refund service fee charged?

No refund service fee is charged if the ticket is refunded more than 15 days (not included) before the departure date;5% of the ticket price is charged if the ticket is refunded more than 48hrs before the train departure; 10% is charged if less than 48hrs and more than 24hrs; and 20% is charged if less than 24hrs.

If the ticket is endorsed or if the destination station of the ticket is changed between 48 hours to 15 days before the train departure time, to another train schecduled to depart at least 15 days later ,5% refund fee shall be charged for the endorsed/changed ticket even if the ticket is refunded at least 15 days before train departure.

If the price of the new ticket after endorsement or change of destination is lower than that of the original one, the difference will be refunded after a refund service fee is charged to the price difference as per the existing refund service fee rules.

The refund fee shall be rounded up to RMB 0.5, with the value less than RMB 0.25 rounded off, that more than RMB 0.25 and less than RMB 0.75 taken as RMB 0.5, and the value more than RMB 0.75 rounded to RMB 1. The minimum refund fee is RMB 2.

If the train for ticket endorsed or ticket with its destination station changed is scheduled to depart within the Spring Festival peak season, the refund service fee will be uniformly charged as 20% of the ticket price.

12. What reimbursement receipt will I receive if charged for the refund?

The station ticket counter will provide a reimbursement receipt for the refund service fees you have paid.

13. How will I receive the refund for a ticket purchased on 12306.cn?

For ticket refund through 12306.cn, the refund will be returned to the original online payment method at a specified time as per relevant regulations.

14. What are the notes for receiving ticket refund at the station ticket counter after applying for the refund through 12306.cn?

For e-ticket purchased with cash, the passenger shall take the original ID document used to purchase the ticket to any station ticket counter within 180 days since the application of refund (including the day)to get the refund back in cash.

For an e-ticket whose reimbursement receipt has been printed , the passenger shall take the original ID document used to purchase the ticket and the reimbursement receipt to any station ticket counter within 180 days since the application of refund (including the day), to confirm the refund due and give back the reimbursement receipt. The refund will be returned to the payment account used to purchase the ticket. The reimbursement receipt must be kept properly. If it is lost, defaced, or incomplete, the refund will not be completed.

15. Can I have someone else to go and get the money after I claim a refund online?

Yes. If you entrust others to get the refund, the trustee shall take his/her valid ID document, the passenger's ID document used to purchase to ticket, as well as the reimbursement receipt (if already printed) to the station ticket counter for the process.

16. How can I get the reimbursement receipt for the refund service fee charged when making endorsement or change of destination through 12306.cn?

Please go to a station ticket counter for the reimbursement receipt of the refund service fee within ten days since the endorsement or change of destination through 12306.cn, with the passenger's valid ID document used to purchase the ticket.

1. Are children allowed to take the train alone?

According to the relevant provisions of Contract Law, children are not allowed to take the train alone in principle. They have to be accompanied by adults with full capacity for civil conduct.

2. How to buy child tickets?

An adult passenger can be accompanied by one child under 1.2 meters in height, free of charge. If there are more than one child under 1.2 meters, only one of them is free of ticket, while the others shall purchase child tickets. Children between 1.2 to 1.5 meters high shall purchase child tickets; those higher than 1.5 meters shall purchase full-price seat tickets.

Children are allowed (for free, or with charges according to the provisions above) to share berths with adult passengers who have purchased sleeping berth tickets.

3. Is an ID card required to buy a child ticket?

When purchasing child tickets on 12306.cn, you can add children's valid IDs to My Passengers and buy children's tickets for them. For children who don't have valid IDs, the ID document of an accompanying adult(the name, ID type, and ID number should belong to the same person) could be used to purchase child tickets.

4. Is there any discount for child tickets?

Child tickets are available for seat tickets, extra fast tickets, and air-conditioned tickets at a discount of 50% of the total of seat tickets and other published subsidiary tickets. Children getting on board for free or with child tickets will have to purchase full-price berth tickets if they use the berth all alone, as well as a half-price air-conditioned ticket if the train is air-conditioned. The seat type of a child ticket shall be the same as that of the accompanying adults' ticket, and the destination cannot be farther than that of the adult's ticket.

5. Is wheelchair service available at the station?

In some large stations, there are service counters providing priority service on ticket purchase, entering the station, boarding, luggage check-in and so on for the elderly, infants and children, the sick, the disabled and pregnant passengers. Some stations also provide wheelchair services for people with disabilities. Please consult the station for details.

6. What is the limitation of free cabin luggage?

The maximum limit of free cabin luggage for each passenger are: 10 kg for children (including those free of tickets), 35 kg for diplomats and 20 kg for other passengers. The maximum dimension of each item is 160 cm in total (rod-shaped items 200 cm) for traditional trains, and 130 cm for EMU trains; the maximum weight for each item is 20kg. Foldable wheelchairs used by people with disabilities are not included in the above range.

7. What items are not allowed onboard?

Announcement on items prohibited or restricted in a train or train station:

In accordance with Railway Safety Management Regulations issued by the State Council as well as other state laws, administrative regulations, and rules concerned, the items prohibited or restricted to take onboard a train or to a train station are listed as follows in an effort to maintain public security and travel safety for all:

(1) Guns and bullets (key components included):

Guns for military use (pistols, rifles, submachine guns, machine guns, and riot guns) and their bullets (blank bullet, combat bullet, test bullet, and instructor bullet) ; guns for civilian use (air gun, hunting gun, sport gun, and anesthetic gun) and their bullets ; guns for other purposes(prop gun, imitation gun, starting gun, steel ball gun, fire extinguisher gun); as well as the prototype or replica of the above-mentioned items.

For military personnel, armed police, public security officers, militia personnel, shooting athletes, and other passengers who have to travel with guns and/or bullets, applicable laws and regulations of China shall be followed. Relevant management rules such as keeping the guns and bullets separately shall be strictly observed.

(2) Explosives:

Bomb, flare, incendiary bomb, smoke bomb, signal bomb, tear bomb, gas bomb, hand grenade, and other ammunitions; explosive, detonator, detonating fuse and cord, blasting agent, exploder, and other blasting equipment; all kinds of firework and firecrackers, black powder, pyrotechnic powder, fuse and other pyrotechnic products; as well as the replica of the above-mentioned items.

(3) Instruments:

Dagger, three-edged knife (that for machine processing included), switchblade with the self-locking device and other restricted singles- and double-edge knives; kitchen knife, table knife, butcher knife, axe and other restricted sharp or blunt objects that may endanger the safety of other passengers; baton, tear gun (and other items alike), taser (and other items alike), nail gun, items for self-defense, bow, crossbow and other items of similar nature.

(4) Inflammable and explosive items:

Hydrogen, methane, ethane, butane, natural gas, ethylene, propylene, acetylene (soluble in medium), carbon monoxide, liquefied petroleum gas, Freon, oxygen (oxygen bags for medical purpose excluded), water gas and other compressed and liquefied gas; gasoline, kerosene, diesel oil, benzene, ethanol (alcohol), acetone, ether, paints, thinners, turpentine oil and other liquid with flammable solvent or flammable liquid; red phosphorus, flash powder, solid alcohol, celluloid, foaming agent H and other flammable solid; yellow phosphorus, white phosphorus, nitrocellulose (film included), oil-paper and other spontaneously ignited items; metal potassium, sodium, lithium, calcium carbide, magnesium aluminum powder and other water-reactive chemicals; potassium permanganate, potassium chlorate, sodium peroxide, potassium peroxide, lead peroxide, peracetic acid, hydrogen peroxide and other oxidants and organic peroxides.

(5) Hypertoxic, corrosive, radioactive, infectious, and dangerous items:

Highly toxic chemicals (cyanide, arsenic, selenium powder, and phenol alike) and farm chemical (tetramine, raticide, and pesticide included); sulfuric acid, hydrochloric acid, nitric acid, sodium hydroxide, potassium hydroxide, storage battery (with potassium hydroxide solid, acid or alkali liquid alike), mercury and other corrosive items; radioisotopes and other radioactive materials; pathogens of hepatitis B virus, Bacillus anthracis, Bacillus tuberculosis, HIV and other infectious diseases; other dangerous objects listed in the "List of Dangerous Goods for Railway Transport" and those of unidentified nature that might be dangerous.

(6) Items that endanger railway safety or public health:

Strong magnetized objects that may undermine railway signal, items with strong and irritating smell, foul-smelling objects, live animals (guide dog excluded), objects that dampen public health, and those that damage or pollute railway station, train facilities, equipment, parts or components.

(7) Only a limited amount of the following items is allowed: no more than 20ml of nail polish, declustering, and hair dye; no more than 120ml of perm lotion, mousse, hair spray, pesticide, air freshener, and other pressing spray bottles; two small boxes of safety matches, two lighters.

(8) Applicable Chinese laws, administrative regulations, and rules shall be followed in the handling of other prohibited and restricted items.

(9) In case of violation, the relevant law and regulations of China shall be followed.

8. What should I do to successfully catch the train?

The ticket counter, station entrance, ticket gate, and platforms are a few minutes' walks away. For passenger safety and station order, ticket sales and check will be halted before train departure; please refer to the station announcement for the time ahead. Please reserve enough time to get your ticket and get ready to board the train. Take the valid ID document used for purchasing the ticket with you for your convenience.

There might be a queue at the ticket window, security check, ID verification counter, ticket gate, and baggage consignment counter. Please reserve enough time for your convenience.

Please pay attention to the station announcement, display, staff reminder of train platform, waiting room, check-in gate, ticket check time, train departure time and other important information.

9. Is security check compulsory?

According to relevant laws and regulations, all passengers and their belongings carried are subject to security check. When entering the station, please place your baggage and belongings in the dangerous goods inspector and pass through the security gate. If you are traveling with a guide dog, please wait for an inspection with your dog.

There might be a queue at the security check, so please reserve enough time.

10. When I've got a ticket, may I get onboard at intermediate stations?

Passenger can board the designated train from any intermediate station covered by the purchased journey on the date of travel, but the untravelled section of the journey will not be refunded.

11. What should I do if I lost the ID document used to purchase the ticket?

Passengers shall go through the following procedures in case they lost the ID document used in ticket purchase:

(1) In cases the passenger lost the ID document before boarding, he/she shall apply for an ID certificate (provisional railway ID certificate included) from a competent issuing authority of the lost ID document and then board the train with the certificate.

(2) In cases the passenger lost the ID document on the train or before exiting the station, he/she shall apply for a replacement ticket and pay a service fee. An electronic train-riding record (or a paper one in special cases) will be issued if the seat is verified to be occupied normally on the train; or a paper record will be issued if the station has confirmed that the ticket purchased with the lost ID has not been used for exit. Within 30 days from the date of travel, the passenger shall take the ID certificate issued by a competent issuing authority of the lost ID document and the replaced ticket (and the paper train-riding record, if any) to the refund counters at any intermediate stations to apply for a refund of the fare charged repeatedly for the journey covered in both the original and the replaced tickets. In cases where a station exit record is identified for the lost ID, the replaced ticket shall not be refunded. Otherwise, the service fee for ticket refund shall be exempted, but the fee charged beforehand will not be refunded.

12. Is smoking allowed onboard?

Smoking is strictly prohibited anywhere on EMU trains, or in the coaches of conventional trains. Passengers can find smoking areas by the door or in the vestibule on a limited number of conventional trains.