news

한어Русский языкEnglishFrançaisIndonesianSanskrit日本語DeutschPortuguêsΕλληνικάespañolItalianoSuomalainenLatina

recently, consumer ms. wang reported to the public interactive platform "service pai" of the paper that the g32 "fuxing" train she was riding from hangzhou east station to beijing south station on september 21 had a breakdown, and the replacement harmony train had only 16 carriages, which caused the passengers in the 17th carriage of the original train to go from "first-class seats" to "no seats".

the train then arrived at nanjing south station and changed trains again. the new "fuxing" train still had only 16 carriages, so she was "forced to stand all the way." ms. wang said that although the staff refunded the difference, she was not satisfied and asked 12306 to apologize and refund the entire ticket.

on september 23, a staff member of the 12306 shanghai railway customer service center responded to the paper that the above result was caused by an equipment failure on the train. due to insufficient conditions, the train with 16 carriages could only be replaced for emergency. "the matter is being handled by relevant staff, and we are apologizing to the relevant passengers one after another." the staff member did not directly respond to the question of refund compensation.

ms. wang provided the g32 train ticket purchase record. all the pictures in this article are provided by the interviewee.

there was one less carriage in both changes.

ms. wang recalled that on the morning of september 21, she took the g32 "fuxing" train from hangzhou east station to beijing south station at 7:48. not long after she boarded the train and the train was about to start, the crew informed all passengers that the train had a malfunction and could not run, and proposed two solutions: one is that passengers go to the station counter to refund and change their tickets, and the other is to wait on the spot, and a new train will replace the original train within an hour. "most passengers chose option 2."

less than an hour later, the new train arrived at the platform. after boarding, the passengers found that the new train was the "harmony" train with only 16 carriages. "the passengers who originally bought the 17th carriage had no seats, so they had to squeeze into the 16th carriage." ms. wang said that when faced with the change from "first-class seats" to "standing tickets", many passengers asked the staff how to deal with it.

"the train crew proposed an emergency plan and announced on the train broadcast that the train would be replaced with another train at nanjing south station. the new train would be the same model as the original one. passengers who did not have seats on the hangzhou east-nanjing south section would be compensated 80 yuan for the difference in seat fare." ms. wang said that the train was replaced for the second time after arriving at nanjing south station. "this time the new train had the right model, but it still had 16 carriages. in the end, about 100 passengers who had purchased tickets (mostly first-class passengers) squeezed into one carriage."

after the train arrived, the staff at beijing station refunded the difference between first-class and second-class seats to ms. wang and other passengers. ms. wang was not satisfied with this and asked 12306 to apologize and refund the entire ticket. ms. wang said that the first-class ticket she bought cost 1,077 yuan.

ms. wang said that she called 12306 afterwards but received no positive response.

passengers crowded in the carriage

12306 said that the conditions were limited at that time

the paper noticed that many netizens on social platforms reported that they had also taken this high-speed train.

on september 23, the paper called the 12306 customer service hotline, and the staff said they were not sure about the cause of the train failure and the scheduling problem, but would give feedback within three working days. "we have not received any notification about this matter, and we cannot provide more information at this time."

the staff of 12306 shanghai railway customer service center later responded to the paper that the above result was caused by an equipment failure on the train. due to insufficient conditions, they had to replace the train with 16 carriages for emergency response. "the matter is being handled by relevant staff, and we are apologizing to the relevant passengers one after another." the staff did not directly respond to the question of refund compensation.