What if I fail to collect the tickets from a self-service ticket machine?
Please do not worry about it. Here are some ways to solve it: (1) If you are still at the station, please go immediately to the station booking office. (2) If the station is unattended, please follow these five easy steps: Step 1: Take a picture of the system error of the ticket machine. Step 2: Log in to our app. Step 3: Find your bookings in ‘My tickets’. Step 4: Select ‘Refund’ and upload the picture. Step 5: Buy a new ticket with us. Then we will check your refund case within 2 working days