China’s railway operators have introduced a new time-limited service allowing passengers to receive a free refund for mistakenly purchased tickets, enhancing user convenience on the official Railway 12306 booking platform.
According to the updated policy, travelers who unintentionally purchase the wrong ticket via the 12306 platform may request an online cancellation without incurring any fees, provided that all of the following criteria are met:
- The ticket was paid for using either electronic payment methods or points;
- The intended travel date is on or after February 2;
- The booked service is a domestic passenger train or a cross-border train departing from or arriving at Hong Kong West Kowloon Station;
- The refund request is submitted within 30 minutes of payment and at least four hours prior to the scheduled departure time.
Refunds will be issued through the same payment method originally used. For those who paid in cash, the amount will be returned electronically. Passengers who used points for the purchase will have the points reinstated, with their expiration dates remaining unchanged.
Each traveler is entitled to make use of this one-time, per-day free refund option for accidental purchases, restricted to a single transaction daily. However, this policy does not cover ticket modifications, seat reservations, or waitlisted bookings. Notably, refunds processed within the standard free-refund timeframe outlined in the current tiered refund policy are excluded from this special allowance.
For individuals who mistakenly buy tickets at physical ticket offices, they are required to report the error immediately at the counter, where railway staff will help facilitate a prompt exchange.
Officials say the initiative aims to reduce financial inconvenience caused by accidental clicks when booking tickets, thereby strengthening consumer protection. They also pledged to keep a close watch on how the policy is applied, collect public input, and further refine the 12306 system to ensure passengers enjoy a secure, smooth, and pleasant travel experience throughout the busy Spring Festival travel season.
