Notice from the Tourism Bureau regarding travel refunds due to the epidemic

The relevant person in charge of Guangzhou Railway Group introduced that passengers who purchase e-tickets through the 12306 website (or 12306 mobile client), station windows, sales point windows and other channels can directly purchase e-tickets on the 12306 website (or 12306 mobile client) Client) to handle refund and refund procedures. If you purchased the ticket in cash or have received a reimbursement voucher, you can also apply for a refund online first, but you can only get the corresponding ticket when you return the reimbursement voucher. ——Passengers can refund and collect tickets at any station window across the country within 180 days from the date of successful refund. There is no need to go out to gather during the epidemic.

According to the relevant person in charge of Hunan Airport Group, in order to actively prevent and control the epidemic and assist passengers to better formulate travel plans, major airlines have successively introduced policies for refunds and changes to tickets for inbound and outbound flights at airports in Hunan Province. . For details, please check the airline's official Weibo, WeChat, and website, or call the customer service number of the airline you are traveling on. The airline's real-time policy changes shall prevail.

Take Hunan Airlines as an example. For flights purchased before 24:00 on July 30, 2021 (inclusive), the flight date is from July 30, 2021 to August 31, 2021, and the flight is actually operated by Hunan Airlines, passengers can submit the The flight date is involuntarily changed to 14 days (inclusive) before the flight departure. During the validity period of the ticket, if the passenger has canceled the reservation before the flight takes off, he or she can apply for an involuntary refund at the original place of issuance without refund fee.

Attachment: Summary of flight cancellation and rebooking policies for airlines operating in Hunan Province (as of August 1) Related questions and answers: How to apply for a free refund due to the epidemic

If it is due to the place of origin If the epidemic situation causes the trains for which you have purchased tickets to be suspended or unsuitable for travel, and you need to go through the refund procedure, no handling fee will be charged when refunding the ticket.

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

2. Open 12306 app, click My in the lower right corner; click My Orders, click Paid Orders; select the order to be refunded and click to view details; click Refund, and then click Confirm to refund as required. .

Article 48 of the "Railway Passenger Transport Regulations" When a passenger requests a refund, it shall be handled in accordance with the following provisions and a refund fee will be charged: 1. Passenger refunds must be processed at the station where the ticket was purchased or at the station where the ticket was issued. 2. Before driving from the station, or under special circumstances, the entire fare can be refunded within two hours after driving. Group passengers must apply 48 hours before driving. 3. Passengers cannot refund their tickets after they start traveling. However, if you are unable to continue traveling due to injury or illness, the difference between the fare collected and the fare for the section traveled can be refunded after confirmation by the station or train. If the distance traveled is less than the minimum mileage, the minimum mileage will be used for calculation; the same applies to traveling companions. 4. When returning a ticket stamped with the word "行", you should first go through the baggage change procedures. 5. Platform tickets sold are non-refundable. The refund methods for suburban tickets, fixed-term tickets and fixed-rate tickets shall be determined by the railway transportation enterprises. When necessary, railway transportation companies can temporarily adjust refund methods.