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Ticket collection & seating

What if I fail to collect the tickets from a self-service ticket machine?

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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

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