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starting from september 20, the railway department will implement new rules for key passenger transportation services, further scientifically allocate resources, standardize service processes, and improve relevant rules, making travel for key passengers more warm and convenient.the service targets key passengers such as the elderly, children, the sick, the disabled and pregnant women.

enjoy priority security checks, verification and other services

starting from september 20, the railway department implemented new rules for key passenger transportation services, unified and standardized the relevant rules for railway key passenger transportation services, and clarified the standards, content and methods for providing high-quality services. the service targets key passengers such as the elderly, children, the sick, the disabled, and pregnant women, and special key passengers who need to rely on assistive devices; the service scope includes railway ticket sales, entry, waiting, boarding, exiting and other links, covering all scenarios of railway travel. in order to provide more accurate services, the special key passenger services are expanded and subdivided into services for unaccompanied elderly passengers, services for unaccompanied pregnant passengers, services for passengers with visual/hearing impairments, services for passengers with mobility impairments in wheelchairs/stretchers (cars), services for passengers with guide dogs, etc., and classified service measures have been formulated.

key passengers can enjoy priority security checks, priority verification, priority ticket inspection, and guidance services, and use barrier-free ticket windows, key passenger waiting rooms, mother-and-child rooms (nursing rooms), barrier-free toilets (third toilets), and barrier-free service facilities. railway staff will also provide special key passengers with free wheelchairs, stretchers (cars), and follow-up care in trains, and provide convenience for disabled people to bring guide dogs.

you can apply through the 12306 website (app)

special key passengers holding valid railway tickets can apply for reservations through online channels such as the railway 12306 website (app), railway travel code, 12306 customer service hotline, or offline channels such as the 12306 service desk at the station, the comprehensive service center and the train conductor. relevant travel information, service needs and valid certification materials must be submitted when making reservations. the passenger reservation time limit has been further relaxed from "within 72 hours before the departure of the train at the station" to "from 6 hours before departure to the pre-sale period." if the time before departure is less than 6 hours, you can apply on-site at the 12306 service desk or the comprehensive service center at the station. in principle, the processing time limit is no later than 60 minutes before departure. after receiving the reservation application, the railway department will promptly review and handle it and feedback the acceptance status. if it meets the conditions, it will provide quality services in accordance with regulations.

special key passengers who have successfully applied for reservations must bring valid certification materials and arrive at the agreed passenger meeting point in advance. after verifying the relevant materials and information, the station staff will provide corresponding services according to the needs and make a good handover with the train staff. in the event of special circumstances such as sudden injuries or illnesses that cause inconvenience in movement or it can be intuitively determined that the passenger is physically disabled, relevant certification materials do not need to be provided. when special key passengers who meet the service conditions are found during the operation of a passenger train, the train staff will provide appropriate services in a timely manner, notify the destination station to provide services, and send the passengers to the appropriate exit.

source: xin kuai bao