In order to strengthen the prevention and control of pneumonia caused by the new coronavirus, and cooperate with the measures to flexibly arrange work before February 10 to further facilitate passengers to apply for ticket refunds, the railway department has introduced free ticket refund policies to deal with the epidemic and service measures to extend the ticket refund time based on the original ticket refund policy. How to apply for a refund when purchasing tickets in cash? How to refund the paper ticket that has been exchanged for? When will the refund deadline be extended? How to refund the ticket when the station is closed? ...
How to refund tickets during the epidemic, what you want to know is here!
1. After the outbreak of the epidemic, what measures has the railway department taken to refund passengers?
In order to meet the needs of epidemic prevention and control work and respond to the complaints of passengers, the railway department has introduced free ticket refund measures five times.
The first time was on January 21. In response to the deployment requirements of Wuhan’s health and epidemic prevention work, measures were introduced to exempt the refund fee for train tickets arriving and leaving Wuhan.
The second time was on January 23. In conjunction with the decision of the Wuhan Municipal Government to close the train channel from Wuhan, the free ticket refund measures were expanded to the whole country.
The third time was on January 27. In order to implement the State Council’s 2020 Spring Festival holiday extension arrangement, the railway department once again introduced free ticket refund measures.
The fourth time is January 29. New measures will be introduced to extend the ticket refund period for closed train stations until 30 days after the station resumes, and to extend the ticket refund period for passengers who must go to the station window to go to the station window to March 25.
The fifth time is February 5. In order to cooperate with the measures to flexibly arrange work before February 10, for passengers who cannot apply for ticket refunds online, the railway department has once again adjusted the free measures and continued to introduce service measures to extend the ticket refund time limit.
2. What time limit does the free refund measure apply to passengers who purchase tickets before?
The train purchased before 24:00 on February 5, 2020 was from 0:00 on February 6 to 24:00 on March 5. If passengers need to refund tickets, the railway department will not charge a refund fee. Those who purchase railway passenger insurance will handle it together.
Considering the different start times of schools in different places, starting from January 27, 2020, no refund fee will be charged when applying for student ticket refunds, and those who purchase railway passenger insurance will be handled together.
3. Why can passengers who use cash to purchase tickets or have exchanged for paper tickets (including reimbursement vouchers) not go through the ticket refund procedures online?
Passengers who use cash payment to purchase tickets will not be able to return the ticket purchase fee online for the time being. Passengers who have exchanged for paper tickets (including reimbursement vouchers) must recover the paper tickets (including reimbursement vouchers) according to relevant national invoice management regulations.
Therefore, in these two situations, you can only go to the station window to complete the ticket refund procedures, and please understand the passengers.
4. How can the railway department facilitate ticket purchases in cash or passengers who have exchanged for paper tickets (including reimbursement vouchers) to refund tickets?
For passengers who are inconvenient in transportation in various places and cannot go to the station to apply for ticket refunds before departure during the epidemic, the railway department has made an adjustment to extend the ticket refund time limit.
Any passenger who uses cash to purchase tickets or exchanges for paper tickets (including reimbursement vouchers) before 24:00 on February 5, if the station is closed after January 23 and cannot go to the station to apply for a refund before driving, the ticket refund can be postponed until 24:00 on March 31.
Passengers who have exchanged for paper tickets (including reimbursement vouchers) or purchased tickets in cash can go to any station across the country before departure to apply for a refund. If passengers need to extend the refund time limit, they can go to the ticket purchase place or the stations at the departure point within the above specified time.
5. How to apply for a refund when the station is closed?
Passengers can apply for ticket refunds before driving or when they arrive at any station in the country before driving and 30 days after driving (including the same day) or when they are closed, they can apply for ticket refunds at any station nationwide before driving and 30 days after driving; or go to the ticket refund procedures at the ticket delivery station or the ticket purchase station (including the same city station) within 30 days from the date of the resumption of the station entry channel.
6. How do passengers who purchase paper tickets (including reimbursement vouchers) through the 12306 website refund the ticket?
Passengers can apply for a refund online no later than 25 minutes before departure, or go to any station across the country before departure.
7. How do passengers who purchase electronic tickets in cash through the station ticket window without cash, but who have not exchanged for reimbursement vouchers refund the ticket?
Passengers can apply for a refund online no later than 25 minutes before departure. If passengers do not have a 12306 account, they can register on the 12306 website with their passenger ID number and complete facial identity verification through the railway 12306 mobile APP.
Passengers can also go to any station across the country to apply for a refund before departure.
8. How to refund the ticket for reissue?
After passengers change their tickets, the date of rebooking is the ticket purchase date. If the change time is before 0:00 on February 6, the ticket refund fee will be exempted when refunding. If the change time is after 0:00 on February 6, the ticket refund will be handled as normal.
If the station is closed after re-signing, it can be handled in accordance with the relevant regulations of No.5.
9. Why are there still passengers who report that they charge a 20% refund fee when refunding?
In order to do its best to prevent and control the epidemic, the railway department has adjusted the ticket refund policy. If the ticket refund is outside the scope of adjustment, the original policy will be followed.
Railway regulations: If the ticket is less than 24 hours before driving, the refund fee shall be calculated at 20% of the ticket price. If the ticket date after the change or change to the station is during the Spring Festival travel rush, the ticket refund fee shall be collected at the standard less than 24 hours before driving. For passengers who report the issue of charging a 20% refund fee when refunding the ticket, it is necessary to combine the actual situation when refunding the ticket. If the passenger does not meet the conditions for free railway refund when refunding the ticket, the refund fee will be charged according to the original regulations.
●For example,
Xiao A, before 0:00 on February 6, he purchased a ticket from Beijing West Railway Station to Hankou Station through 12306APP. Without exchange for reimbursement voucher, he can apply for a refund through 12306 mobile APP no later than 25 minutes before departure, and the refund fee is exempted during the period.
Xiao B, before 0:00 on February 6, he purchased a ticket from Jinan West Station to Shanghai Hongqiao Station at Beijing South Station cash payment. Without exchange for reimbursement voucher, he can go to any station across the country to refund the ticket before departure. If the ticket cannot be refunded before departure, he can go to the station in Beijing or Jinan before 24:00 on March 31, and the ticket refund fee is exempted during the period.
Xiao C, before 0:00 on February 6, he used Alipay payment to buy a ticket from Jinan West Station to Shanghai Hongqiao Station at Beijing South Station and exchanged for a reimbursement voucher. He can go to any station across the country to refund the ticket before departure. If the ticket cannot be refunded before departure, he can go to the station in Beijing or Jinan before 24:00 on March 31, and the ticket refund fee is exempted during the period.
Xiao D. Before 0:00 on February 6, he purchased a ticket from Hankou Station to Beijing West Station through 12306APP in exchange for a reimbursement voucher. He can go to any station nationwide to refund the ticket before departure. If the ticket cannot be refunded before departure, because the Hankou Station entry channel is closed, the ticket refund can be processed within 30 days from the date of the Hankou Station entry channel resumption, and the ticket refund fee is exempted during the period.
Guangzhou Daily All-Media Text Reporter Huang Qing
Guangzhou Daily All-Media Picture Reporter Wang Yan
Guangzhou Daily All-Media Editor Luo Jiani
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