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To book train tickets, please follow these steps:
Step 1: Select departure and arrival stations
Step 2: Select departure date
Step 3: If you want to book a return ticket, select the return date
Step 4: Choose the most suitable train from the list and confirm your desired seat class
Step 5: Enter passenger and contact information
Step 6: Choose payment method
China Railway and Hong Kong cross-boundary trains have fully implemented e-tickets, and paper tickets are not required for both adult and child tickets.
If the ID document used for booking your ticket is a passport, Mainland Travel Permit for Hong Kong and Macau Residents, Mainland Travel Permit for Taiwan Residents, Residence Permit for Hong Kong, Macau, and Taiwan Residents, or PRC Foreign Permanent Resident ID Card, please use the manually staffed channel to enter and exit the station. If the ID document used for ticket booking is a mainland Chinese ID card, you can directly swipe your ID card to enter and exit the station.
In case of any issues, you can show your ticket pick-up number to the staff (which can be found on your train ticket booking details page).
To take the train, please follow these steps:
1. Real-name Authentication and Ticket Check-in Go to the ticket hall on floor B1 and complete the real-name verification and ticket check-in process through the self-service gates or staff-assisted counters.
2. Security Check Procedure Follow the instructions to complete baggage and security checks.
3. Customs Clearance Procedure Go to the departure hall on floor B3 to complete immigration procedures for Hong Kong and mainland China.
4. Boarding Go to the ticket gate for the train on floor B3, and present your ID document to enter the gate and board the train. The gate will open 15 minutes before departure and close 5 minutes before departure.
5. Arrival at Mainland Chinese Stations Use the ID document used for ticket booking to exit the gate.
On the day of taking the high-speed train, passengers can complete the real-name verification, security check, customs clearance, and boarding procedures as early as 120 minutes before the train departs, with the process taking about 30–45 minutes at the fastest.
Additional time is required for travel on weekends, holidays, or during summer vacation, or for passengers using passports or who need to use the exit inspection counter.
Once the train ticket has been changed successfully, it cannot be refunded.
Passengers can only make one ticket change, and departure and arrival stations cannot be changed.
If the price of the new ticket is higher than the original ticket price, the new ticket price must be paid in full, and the original ticket price will be refunded once the new ticket has been issued successfully. If the new ticket price is lower than the original ticket price, the difference will be refunded. A change fee of CNY 15 per person will be charged.
For details, please refer to the ticket policy.
Refunds should be processed no later than 30 minutes before the ticket's designated date and departure time. For tickets with Hong Kong West Kowloon Station as the departure or arrival station, refunds should be processed no later than 45 minutes before departure.
Tickets that have been successfully changed cannot be refunded.
For details, please refer to the ticket policy.
To take the train, please follow these steps:
1. Enter the station Show the valid ID used when booking the ticket to station staff to enter the station. Valid ID types include passport, mainland Chinese ID card, Mainland Travel Permit for Hong Kong and Macau Residents, Mainland Travel Permit for Taiwan Residents, Residence Permit for Hong Kong, Macau, and Taiwan Residents, and PRC Foreign Permanent Resident ID Card. If required, you may need to show the relevant booking information.
2. Find your gate Find the gate for your train on the electronic screen in the station. Head to the area near your gate and wait for boarding to begin.
3. Go through the ticket gates If you booked e-tickets, information about the train station will be linked to your valid ID (such as passport, mainland China ID card, Mainland Travel Permit for Hong Kong and Macau Residents, Mainland Travel Permit for Taiwan Residents, Residence Permit for Hong Kong, Macau, and Taiwan Residents, and PRC Foreign Permanent Resident ID Card). When entering the gate, please show your ID to the attendant. On the platform, we recommend asking the attendant the correct boarding location for your car.
4. Boarding Refer to the car and seat number on your booking details and find your seat.
What can be changed: Departure date, train number, seat class, and arrival station. Please note that according to Railway Administration regulations, you can only change the arrival station 48 hours or more prior to departure. Changes cannot be made within 48 hours.
What cannot be changed: Departure station (except for intra-city stations), name, ID document, ID document type, etc. If there is a name error on your ticket, it cannot be modified through ticket changes.
Each ticket can only be changed once. Once a ticket has been successfully changed, it cannot be changed again.
Tickets that have been printed for reimbursement and purchased using cash payment can only be changed at a station ticket window, and you will need to return your paper ticket.
If your ticket has been issued directly from 12306 China Railway, you cannot make changes between 23:30 each Tuesday and 05:00 the next day. Change requests submitted during this time will be processed after 05:00 on Wednesday.
If the price of the new ticket is higher than the original ticket price, the new ticket price must be paid in full, and the original ticket price will be refunded once the new ticket has been refunded successfully. If the new ticket price is lower than the original ticket price, the difference will be refunded. A change fee of CNY 15 per person will be charged. For change fees and other details, please refer to the ticket policy.
Before departure: You can request a ticket refund on the Trip.com app.
After departure: Tickets cannot be refunded. On the day of departure, you can change to another train on the same day for free, or you can change to a future train. If no changes are made on the day of departure, the ticket will become void.
If you already have a paper ticket for reimbursement: You can first request a ticket refund on the Trip.com app and then, within 180 days, bring your original ID used at the time of booking to the station ticket window to complete the refund process and return your paper ticket for reimbursement. Only then can the Railway Authority issue a refund.
If your ticket was issued by a manual assistant, Trip.com will charge a CNY 15 manual change fee per person. If your ticket was directly issued from the official 12306 China Railway website, no manual change fee will be charged.
If you have a long transfer duration, after getting of your train, you may want to ask station staff whether there's a way to directly access the waiting area for your connecting train. If there isn't, you'll need to exit and re-enter the station.
If the transfer duration is short, after getting off at the transfer station, we recommend asking station staff how to get to the platform for your connecting train.
If you are unable to make your connecting train because the first train on your itinerary was delayed, you can change your ticket to another train departing on the same day before 23:59. If you're unable to change your ticket, please go to a station ticket window and request a refund. Generally, there won't be a fee for doing this, but policies vary by station and Trip.com cannot accept liability in the event you are charged.
If passengers incur ticket-related losses due to uncontrollable factors, Trip.com cannot accept liability.
