Q1: What is the difference of G, C ,D ... Trains?
| Train Type | Train Name | Speed | Comfort | Seats Type |
| G-Trains | High Speed Bullet Train | ≤300km/h | 5 Star | Business Class Seat/VIP Seat/1st Class Seat/2nd Class Seat |
| C-Trains | Inter-city Train | ≤300km/h | 5 Star | VIP Seat /1st Class Seat/2nd Class Seat |
| D-Trains | Bullet Train | ≤250km/h | 4 Star | Business Class Seat/ VIP Seat/1st Class Seat/2nd Class Seat |
| Z-Trains | Express Train | ≤160km/h | 4 Star | Soft Seat/Hard Sleeper/Soft Sleeper |
| T-Trains | Superior Fast Train | ≤140km/h | 3 Star | Hard Seat/Soft Seat/Hard Sleeper/Soft Sleeper |
| K-Trains | Fast Speed Train | ≤120km/h | 2 Star | Hard Seat/Soft Seat/Hard Sleeper/Soft Sleeper |
| L-Trains | Temporary Train | ≤100km/h | 1 Star | Hard Seat/Hard Sleeper/Soft Sleeper |
| Standard-Speed | Slow Speed Train | ≤100km/h | 1 Star | Hard Seat/Hard Sleeper/Soft Sleeper |
Q2: What is the difference of all Train Tickets Types?
| Train Tickets Type | Comfort | Chinese Name |
| Luxury Soft Sleeper | 5 Star | 高级软卧 |
| Soft Sleeper | 5 Star | 软卧 |
| Hard Sleeper | 4 Star | 硬卧 |
| Soft Seat | 3 Star | 软座 |
| Hard Seat | 2 Star | 硬座 |
| Business Class Seat | 5 Star | 商务座 |
| VIP Seat | 5 Star | 特等座 |
| First Class Seat | 4 Star | 一等座 |
| Second Class Seat | 3 Star | 二等座 |
Q3: What can be used for identity verification to buy real-name train tickets?
A: Passengers should buy tickets with valid identity certificates. To enter railway stations and board, all passengers need to present the tickets and valid identity certificates. Valid certificates includes Passport or Chinese ID card.
Q4: How to collect tickets after successful online booking?
A: For Passports:
After successful online booking with passports, you can present your passport and the confirmation number to the Verification Counter of Identity for Online Booking in the railway stations to get your identity verified and collect your ticket.
If you want to collect tickets on the day of your departure, please note that the verification could take a long time, so getting there at least 3 hours prior to the scheduled departure time is recommended.
For Chinese 2nd Generation ID Cards:
After successful online booking with the Chinese 2nd Generation ID Cards, you can collect your ticket with your Chinese 2nd Generation ID Card in the ticket office, a ticket agency or a self-service ticket machine.
If your Chinese 2nd Generation ID card can not be identified by machines, please present your ID card and the confirmation number to the Verification Counter of Identity for Online Booking to get your identity verified and collect your ticket.
If you want to collect tickets on the day of your departure, please note that the verification could take a long time, so getting there at least 3 hours prior to the scheduled departure time is recommended.
Q5: How to buy children tickets?
A: One child under 1.2 m accompanied by one adult passenger is free for train travel, if the child does not take a seat/sleeper. Children with a height between 1.2m to 1.5m are required to buy children tickets and those over 1.5m should buy full price tickets.
The price of a child seat ticket is half of the full ticket fare; the price of a child sleeper ticket is half the seat ticket fare plus half the additional price. Children using their own sleeper should buy the full sleeper tickets.
Children's height should be their height without shoes.
Q6: How to input one's name?
A: For Passports:
Input the exact letters from left to right as those on your passport without Spaces. Please only input the first 30 letters of your name, if it is more than 30 letters.
For Chinese ID Card:
If you will board with ID card(PRC), please make sure that you enter your Chinese name exactly as it is written in you card. You do not have to include any spaces between your first name and your second name. You could input the word's Pinyin (only English letters) or replace it with a character that has the same pronunciation as yours when you fail to enter a character rarely used or the system could not represent it correctly.
Q7: What to do if you filled in wrong information,e.g. your name or ID Number?
A: According to the real-name policy, passengers should buy tickets and board with the presentation of their own valid ID certificates and make sure that all the information is correct. Therefore, when buying tickets, please carefully check the information with that of your ID certificates such as your name and ID number. If you filled in wrong information, you can only refund your ticket with deducting a charge for the service.
Q8: When could you change your tickets?
A: If you have collected your tickets, you should deal with it at the railway station. The ticket office at the station will refund or change your ticket according to the relevant policy.
If not, you should send your application within 48 hours before departure. Log in the line item web page to apply for a change, or send an email to tickets@chinatraveldepot.com. We will do further processing according to your demand and the relevant policy of changing tickets.
Q9: How to refund a ticket?
A:If your ticket has been collected already, it must be refunded at the railway station.The station will transact the purchased refund according the refund policy.
If you haven't collect the tickets you booked, then you can apply for refund by logging in the order details page or sending e-mail to tickets@chinatraveldepot.com.
The station will charge a cancellation fee according to the relevant provisions of the ticket refund and return the balance to the pay account. Train ticket refund policy:
Return the ticket more than 48 hours before departure time, you will get a refund of 95% of total amount except service fee and insurance.
Return the ticket from24 to 48 hours before departure time, you will get a refund of 90% of total amount except service fee and insurance.
Return the ticket within 24 hours before departure time, you will get a refund of 80% of total amount except service fee and insurance.
Q10: What is the luggage allowance?
A: The weight and volume of free luggage for passenger: children (including free ticket )10kg, diplomatic personnel 35 kg, others20kg.
The sum size of the length,width and height is no more than 160cm and the rod items less than 200cm but no more than 130cm and 20kg in CRH .The folding wheelchair for the disabled is not included in this baggage scope limit.
Q11: What limited items are permitted to be brought on board?
A: For the convenience of passengers, the amount of the limited items are as follows，
1. Less than 5 gas lighters and 20 boxes of matches.
2. Items like enamel and hair dye, less than 20 ml.
3. Items like alcohol less than 100 ml.
4. Items like styling mouse, insecticide and air-refresher, less than 600 ml.
5. Soldiers, armed police, public security personnel, militia, the hunters could carry guns and bullets by relevant regulations.
6. Less than 20 newborn poultry.