Refund policy for reasons of high-speed rail epidemic

1. After purchasing the high-speed rail ticket, you can apply for a free refund due to the epidemic without any time limit. Under normal circumstances, due to the epidemic situation, passengers will receive relevant SMS notifications on their mobile phones.

2. For example, tell passengers that this train is temporarily suspended due to the epidemic. Passengers can apply for tickets on the platform after receiving the SMS. The specific steps are the same as the normal refund method, but the refund is free.

3. In the process of refund, you need to make it clear to the customer service whether the destination of the passenger belongs to the medium-high risk area or in the medium-high risk area, and you need to fill in the specific location clearly.

4. If the area where the passengers are located is a medium-high risk area, but the place where the train departs is not a medium-high risk area, the local prevention and control center stipulates that you can't go out casually. These need to communicate clearly with the customer service in advance, and then apply for a refund.

5. During the epidemic, passengers who have purchased tickets in the closed area of the station entrance passage can apply for refund at 12306 website and any railway station in China within 30 days (including the same day) from the date of ticket entry. Tickets purchased in cash or exchanged for paper tickets (including reimbursement vouchers) can be delivered to the ticket face within 30 days (including the same day) from the date when the station entrance channel is reopened.

6. Railway regulations: 20% of the ticket price will be charged less than 24 hours before driving, and 20% will be charged when the ticket is changed or the arrival date is at the peak of Spring Festival travel rush.

Legal basis:

"China Civil Aviation Passenger and Luggage Domestic Transportation Rules" Article 21 If the passenger cannot complete part or all of the voyage within the validity period of the ticket due to the reasons of the carrier or the passenger, he may request a refund within the validity period of the ticket. Passengers who request a refund shall handle it with the "flight coupon", "passenger coupon" or the unused part of the ticket. Refund can only be handled at the ticket office of the carrier or its sales agent at the place where the ticket is issued, the origin of the flight and the end of the trip. The fare can only be refunded to the passenger or the payer of the ticket.