How to apply for a refund due to the epidemic?

1. You need to bring the valid identity certificate of the passenger used when purchasing tickets to the ticket window of the station for refund. If the resident ID card cannot be read automatically or tickets can be purchased with other valid ID documents other than the resident ID card, please provide the order number.

2. Open the 12306app and click on mine in the lower right corner; Click My Order, and click Paid Order; Select the order to be returned, and click to view the details; Click Refund, and then click OK to refund as required.

Generally speaking, due to the epidemic situation, passengers will be notified on their mobile phones. Similar to SMS informing passengers, the train of this train was temporarily suspended due to the epidemic. After receiving the SMS, passengers can apply directly on the platform of ticket purchase. Due to the epidemic, they need to refund their tickets for free. This step is actually the same as the normal refund method.

Then tell the customer service realistically whether the passenger's own area belongs to the medium-high risk area or the area he is going to, and then the passenger needs to write down his specific location.

If the passenger's area belongs to the medium-high risk area, but the train departure place does not belong to the medium-high area. And the local prevention and control center stipulates that it is necessary to communicate with customer service in advance to inform the specific situation. Then apply for a refund.

If the passengers bought it online, they can go offline to find an agent to help them sell it and ask them to apply for a refund. Or passengers who bought tickets in the lobby need to bring their ID cards to the lobby for refund.

legal ground

"Regulations on the Administration of Passenger Services in Public Air Transport" Article 22 The change of ticket includes voluntary change of ticket and involuntary change of ticket.

Refund, including voluntary refund and involuntary refund.

Twenty-third passengers voluntarily change their tickets or voluntarily refund their tickets, and the carrier or its air sales agent shall handle them in accordance with the applicable general conditions of transportation and the conditions for the use of tickets.

Article 24 If the passenger changes the ticket involuntarily due to the reasons of the carrier, the carrier or its air sales agent shall change the ticket for the passenger or sign the ticket on behalf of the passenger if there is space available or with the consent of the contracted carrier, and shall not charge the passenger a change fee.

If the passenger changes the ticket involuntarily for reasons other than the carrier, the carrier or its air sales agent shall handle it in accordance with the applicable general conditions of transportation and the conditions for the use of the ticket.

Twenty-fifth passengers involuntarily refund, the carrier or its air sales agent shall not charge a refund fee.