Home / China Trains / Customer Service

Customer Service (Train and Flight Bookings)

TravelChinaGuide booking center mainly deals with train and flight bookings. Our easy-to-use booking website and convenient app will save your time and effort by removing guesswork from your plans. Our considerate customer service and efficient after-sale support makes your purchase with us smoother than any other travel agent. Each step of the booking procedure including change, cancellation and refund policies is clear and absolutely with no hidden extras. These all make your experience with TravelChinaGuide a hassle-free one.
Low Service fee Guarantee
Train tickets:
For China internal tickets, we only charge a booking service fee of USD5.49 per ticket.

Flight tickets:
Free booking with no service charge.

We offer:
1. One-on-one 24/7 expert English service.
2. Experienced pre-booking consultation and efficient after-sale support.
Reservation & Payment
A 3-step reservation procedure makes flight and train bookings easy.
  • 1
    Search & Book
  • 2
    Pay & Issue tickets
  • 3
    Collect/ Deliver the tickets
  • 1
    Search & Book
  • 2
    Pay & Issue tickets
  • 3
    Board the plane & enjoy your trip
To confirm a booking, full payment is required. We accept payment mostly by PayPal (Or credit cards via PayPal), and we also accept payment by Wechat, Alipay, Western Union and China domestic bank transfer. We will keep checking the ticket status. Once we receive your payment, we will issue the tickets immediately and inform you without delay.
Change, Cancellation & Refund
Train ticket Change:
  • FREE change before payment.
  • FREE change before ticket is issued.
  • FREE change after the ticket is issued but 15 days before the train departure date.
  • 5% to 20% of the ticket par value will be charged as change fee for changes within 15 days.
    -- 5% change fee will be charged for changes made more than 48 hours before departure.
    -- 10% change fee will be charged for changes made 24-48 hours before departure.
    -- 20% change fee will be charged for changes made within 24 hours of departure.
  • TravelChinaGuide cannot accept changes within 12 hours before departure time.
  • Change request should be sent to us via email.
    Our Office Hours: 07:00 - 21:00, Monday to Sunday, GMT+8.
  • Second time change is regarded as CANCELLATION(see below).
  • Departure station and passenger information cannot be changed once the ticket is issued.
  • After the ticket is collected or delivered, change could only be made at railway stations by passengers themselves with all the paper tickets and all passports presented at the ticket window.

Train ticket Cancellation & Refund:
  • FREE cancellation before payment.
  • FREE cancellation before ticket is issued.
  • Cancellation after the ticket is issued but before delivery and collection:
    The cancellation fee is 20% of the ticket par value, and the service fee is non-refundable.
  • TravelChinaGuide cannot accept cancellation within 12 hours before departure time.
  • Cancellation request should be sent to us via email.
    Our Office Hours: 07:00 - 21:00, Monday to Sunday, GMT+8.
  • After the ticket is collected or delivered, cancellation could only be made at railway stations by passengers themselves with all the paper tickets and all passports presented at the ticket window. The service fee is non-refundable.
    -- For the self-collected ticket, China Railway Corporation will only offer you the receipts and the money will be returned to our account. Please provide us the receipts via email and then we will refund the same amount in accordance with the receipt to you.
    -- For the delivered ticket, you will get refund in cash directly at the station in local currency.
  • Cancellation request after the train departure won't be accepted by China Railway Corporation, therefore there will be no refund.

Flight ticket Change & Cancellation:
  • FREE change and cancellation before payment.
  • FREE change and cancellation before ticket is issued, but the price difference caused will be on the client's side for the change request.
  • After the ticket is issued, any change or cancellation is subject to Airline's Change & Cancellation Policy. A handling charge of USD8 per ticket will be surcharged for this application.
Customer Service Support
  • Invaluable Information: We provide comprehensive information about trains and flights, which is a great support to your travel plan. We also offer real-time train/flight schedules of the Railway network and airlines. The most accurate ticket price and up-to-date ticket availability makes booking clearer.
  • Easy Communication: Free inquires and our one-to-one expert service & efficient response will guarantee you a worry-free booking. Besides emails, our online live chat and toll free phone lines make communication efficient.
  • 24/7 Support: Our booking consultants are available from 07:00-21:00, but their mobile phones work well for you 24 hours a day. Whenever you need help, such as the language barrier when collecting tickets, or you can't find your delivered tickets package in the hotel, or some other unexpected situations, we will be glad to serve you any time.
  • Order Status Check: After receiving the booking, we keep all clients informed of each step and the order status, giving clarity to the process. Clients can also check their booking status on our website.
  • Ticket Collection: For clients collecting train tickets on their own, we offer detailed bilingual instructions to help them collect tickets at the railway station. Clients can get their tickets smoothly without needing to say one word. For delivered tickets, we use well known and reliable express companies to make sure all packages can reach the appointed address on time.
  • Flight tickets are issued electronically. Clients only need to show their passports at the airport to be given a boarding pass.
  • Train Seats: We ensure your travel fellows can seat/ sleep in nearby seats or berths. Train tickets are assigned and issued randomly and if the tickets are assigned far away or in a different carriage, repeat the booking to make sure the group can be together. Sometimes, at busy periods, we are not able to group everyone in this way however.
  • Flight Seats: We issue flight tickets as soon as the required procedures are finished to guarantee the best available discount. We also suggest clients go to the airport a bit earlier than scheduled to obtain your preference of seat.
  • 100% Refund if Tickets are Unavailable: Our team members are responsible and enthusiastic about all bookings. We deal with orders promptly, which ensures that we obtain tickets 99% of the time. We promise we will refund 100% of the payment if we fail to get tickets.
  • Testimonials: We have a large number of positive reviews on our website and TripAdvisor. 20% of our clients are returning ones which we hope demonstrates our reliability and professionalism.
Customer Service (Private and Group Tours)