Abstract:
I purchased a seat in row 11 of second-class carriage No. 13 of the Fuxing train. When I arrived at the platform, I found that the train waiting for me was the Harmony train, and there was no row 11 in carriage No. 13. On August 29, Ms. Li reported to Jimu News reporter that on the 28th, she took the high-speed train from Changchun to Shenyang. The train was temporarily adjusted and the original second-class seat became unavailable. After getting on the train for a while, she received a refund message from 12306, and there were many passengers who had the same experience as her standing at the junction of the carriages.
The actual train Ms. Li took (source: provided by the interviewee)
Ms. Li introduced that on August 28, she finished her business trip and purchased a second-class ticket for the G116 train from Changchun West to Shenyang North Railway Station that day. The seat was in row 11 of carriage 13. This train started from Harbin West Railway Station and was a Fuxing EMU.
On the same day, the train arrived at Changchun West Station at about 15:10 after being delayed for about 10 minutes. Ms. Li discovered that the approaching train was a Harmony train. After getting on the bus, Ms. Li discovered that there were actually only 8 rows of seats in carriage 13, and there were no seats for passengers in the 9th row and beyond. In desperation, many passengers had to stand in the aisles and connections of the carriages.
Passengers have no seats (source: provided by interviewee)
Ms. Li told reporters that she had no seat for the whole journey and got off the bus after standing for more than an hour. A pregnant passenger next to her could only stand. She learned from the conductor that when this train departed from the departure station, it was changed from the Fuxing number to the Harmony number, resulting in some passengers having no seats. "The conductor has been explaining and apologizing to everyone, and his attitude is very good. He also said that passengers at the following two stations, Tieling West and Shenyang North, will only be unable to get off. But I saw that there are still many passengers getting on the train at Shenyang North Station." Ms. Li said.
Ms. Li showed a text message to reporters that at 15:40, she received a text message of original price refund from 12306. According to the SMS introduction, original price refunds can be processed before September 26. However, when she reported the situation to 12306, she was told that she could not refund the ticket because she had already taken the bus. Ms. Li said that she did not receive any reminder from the railway department in advance. "If the vehicle adjustment results in insufficient seats, (should) inform passengers in advance, we can change the ticket or refund the ticket. We received the refund message only after the train departed. It is better not to send such a message. The ticket will not be refunded anyway, and there is no explanation until now. We deserve to stand."
Received a refund message (source: provided by the respondent)
On the 29th, after learning the reporter’s identity, a 12306 staff member stated that he would not accept an interview and could contact the relevant departments, but was unable to provide the relevant department’s phone number. The reporter then asked another 12306 staff member as a consumer to learn about the situation. The staff member said that this situation is not common. "This situation should be a temporary adjustment. I don't know the reason here." The staff member also said that he has not received relevant notices and briefings. "In this case, there should be relevant notices or on-board arrangements, and the train conductor will judge on the spot."
Partial information of G116 train (source: 12306App)
In addition, Jimu News reporters noticed that many netizens reported this matter on social platforms. On the 29th, netizens announced follow-up progress, saying that they had received a call from the train conductor on behalf of the railway department to apologize and promised to improve the handling process of such incidents in the future. The netizen said that the original intention of the post was not to ask for compensation, but more to hope that the relevant departments could face up to this matter, see the areas for improvement in the service, and not avoid or shirk the situation, so as to truly optimize the passengers' riding experience.
According to 12306App, the G116 Fuxing train has 16 carriages and a capacity of 1,238 passengers. Among them, 13 carriages have a capacity of 83 people, and the picture shows that the carriage has 16 rows of seats.
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