Choose the ticket, assistance and wheelchair result separately
The traveller needs 12306 special-passenger assistance
- Result
- The official request uses valid ticket information; it is not a pre-booking form for a seat or wheelchair position. Set the transfer boundary first, then use the matching purchase path below.
The traveller can use a train seat under an accepted transfer plan
- Result
- Buy one workable ordinary ticket, then submit a separate special-passenger request for every ticketed leg. A request for the first train does not prove a handoff to the next train.
Departure is at least six hours away
- Result
- Use the official 12306 special-passenger reservation route immediately after ticketing. Save the accepted request and contact route, but do not treat submission as a wheelchair-position guarantee.
Departure is less than six hours away
- Result
- Go to the actual departure station and request service in person no later than 60 minutes before departure. Earlier is safer because security, passport checks and station distances still take time.
Remaining in the traveller's own wheelchair is mandatory
- Result
- Ask 12306 and the exact departure and arrival stations about the planned train before payment. If they require a ticket to decide, first read the live official change and refund terms; buy only if those terms are acceptable, submit immediately, set a personal cancellation deadline and change or refund if the exact arrangement remains unconfirmed.
The chair is rigid, electric, oversized or unusually heavy
- Result
- Record dimensions, weight, folding state, battery type and whether the traveller can transfer. The national pages reviewed do not turn the folding-wheelchair baggage exemption into an approval for every device or trainset.
The traveller walks short distances but needs a station wheelchair
- Result
- Request the station wheelchair and assisted boarding explicitly. The English 12306 FAQ says only some stations provide wheelchair service, so the exact station must confirm it.
Run the five-step special-passenger request
Set the transfer boundary
Write whether the traveller can safely use a train seat, can transfer only with an accepted plan, or must remain in the own chair. Do this before buying because the official request itself needs valid ticket information.
Choose the purchase path
For an accepted transfer-to-seat plan, buy one workable ticket. If staying in the chair is mandatory and no pre-purchase answer exists, proceed only after accepting the live official change and refund terms and writing a personal cancellation deadline.
Submit each ticketed leg
Use the official 12306 special-passenger reservation at least six hours before departure. For a connection, submit every leg separately; with less time, use the station route no later than 60 minutes before departure.
Lock every handoff
Keep the accepted request and ask where to report, when to arrive, who meets the traveller, what happens at the platform gap and where the arrival handoff ends.
Close or exit
Ask whether the purchased train can support the written transfer boundary and where the chair will be positioned. If the answer is still unconfirmed at the traveller's cancellation deadline, use the official live change or refund route instead of treating silence as permission.
Official timing: submit online at least six hours before departure. If less than six hours remain, request the service at the actual departure station no later than 60 minutes before departure. These are acceptance deadlines, not recommended station-arrival buffers.
Fill the eight-field request worksheet offline
- FieldTicket
- Write this result
- Actual departure station, destination station, date and train number
- FieldWheelchair
- Write this result
- Manual or electric; folding or rigid; outside dimensions and weight
- FieldTransfer
- Write this result
- Can transfer independently / with companion / cannot safely transfer
- FieldMovement
- Write this result
- Can walk a short distance / cannot walk; station wheelchair needed or not
- FieldBoarding
- Write this result
- Ramp, lift, platform-gap or assisted boarding question for the exact stations
- FieldArrival
- Write this result
- Assisted alighting and named meeting point; repeat for every connection
- FieldContact
- Write this result
- A reachable contact accepted by the official system; never place passport or medical images in a public message
- FieldSupporting material
- Write this result
- Ask 12306 which current valid supporting material is required for this passenger and how it must be submitted. Do not assume a foreign disability or medical document, language or translation is accepted
This page does not collect the worksheet. Put ticket, identity, proof and contact details only into the official 12306 or staffed-station process. Ask that official channel to identify the current required material and acceptable submission format; this guide cannot decide whether a particular foreign disability or medical document, language or translation will be accepted.
Show this bilingual card to 12306 or station staff
- EnglishI have bought ticket for train ___. I use my own wheelchair.
- 中文
- 我已购买___次列车车票，我使用自己的轮椅。
- EnglishThe wheelchair is manual/electric, folding/rigid, ___ cm and ___ kg.
- 中文
- 轮椅是手动/电动、可折叠/不可折叠，尺寸___厘米，重量___公斤。
- EnglishI can/cannot transfer safely from the wheelchair to a train seat.
- 中文
- 我可以/不能安全地从轮椅转移到列车座位。
- EnglishCan I remain in my own wheelchair on this exact train? Where will it be positioned?
- 中文
- 这趟列车是否可以全程使用自己的轮椅？轮椅应停放在哪里？
- EnglishWhere and when will staff meet me at the departure station?
- 中文
- 出发站工作人员将在什么时间、什么地点接应我？
- EnglishPlease confirm the boarding route, platform gap and arrival handoff.
- 中文
- 请确认乘降路线、站台缝隙处理和到站接应安排。
- EnglishWhich valid supporting material is required, and how can I confirm it will be accepted?
- 中文
- 请问需要哪些有效证明材料，如何在提交前确认材料符合要求？
Replace every blank. Do not show this public card with the passport number, medical records, home address or full phone number filled in.
Six failure-recovery cards
The online request cannot be submitted
- First action
- Save the error without exposing passport or medical evidence.
- Alternative
- Contact the relevant 12306 customer-service centre and go to the actual station service desk.
- Stop line
- If departure is under six hours, use the in-person route no later than 60 minutes before departure; do not keep retrying until the deadline passes.
The station cannot find the request
- First action
- Show the accepted request, ticket and passport to the staffed service desk.
- Alternative
- Ask staff to create the station handoff and identify the meeting point, platform route and arrival help again.
- Stop line
- If safe boarding cannot be confirmed, protect the traveller rather than forcing the booked train.
The lift, ramp or step-free station route fails
- First action
- Stop before stairs or manual lifting.
- Alternative
- Ask for the current staff-assisted route or a later train using a workable platform and trainset.
- Stop line
- Do not allow an unplanned carry, chair tilt or battery removal that exceeds the traveller's safe transfer plan.
No one confirms a stay-in-chair arrangement
- First action
- Treat the answer as unconfirmed, not as permission.
- Alternative
- Use a confirmed safe transfer-to-seat plan only if the traveller accepts it; otherwise change the service or mode.
- Stop line
- A generic assistance acceptance does not override the traveller's no-transfer boundary.
A connection handoff fails
- First action
- Remain with station or train staff and show the next ticket and separate request.
- Alternative
- Ask staff to coordinate the next service point or re-accommodate the journey under the live operating conditions.
- Stop line
- Do not send the traveller alone through an unknown transfer route merely to protect the original train.
The supporting material is rejected or cannot be verified
- First action
- Ask the official 12306 or staffed-station channel which exact requirement failed and what current material or submission format would be accepted.
- Alternative
- If time permits, correct and resubmit through the official route; otherwise use the traveller's safe change, refund or alternative-mode exit.
- Stop line
- Do not upload identity, disability or medical evidence to this site or an unofficial helper, and never alter or invent a document. Without accepted material, treat the assistance request as unconfirmed.
What this page does not promise
- That every high-speed train has a bookable dedicated wheelchair space
- That an accepted special-passenger request lets the traveller remain in the own chair
- That every station has a wheelchair, lift, ramp or continuously step-free route
- That staff will lift the traveller, companion, luggage or wheelchair
- That a folding-wheelchair baggage exemption approves every rigid or electric chair
- That a foreign disability document is accepted without current verification
- That 12306 or station staff can complete the service in English
- That an accessible toilet, doorway or turning radius fits the booked device
Set the transfer boundary, then reserve every handoff
- Choose a direct train where possible
- Measure and describe the wheelchair
- State whether transfer to a train seat is acceptable
- Ask which valid supporting material and submission format the official channel requires
- Use the matching ticket path and write any cancellation deadline
- Submit every ticketed leg at least six hours ahead
- Confirm meeting point, boarding, on-board arrangement and arrival handoff
- Change or refund under the live official terms if a mandatory arrangement or material acceptance remains unconfirmed
Sources and operating boundary
Official 12306 service, ticket, passenger-rule and contact pages were checked 25 August 2026. No station, trainset, wheelchair or staff handoff was field-tested. Reconfirm the exact train and both stations when wheelchair position or transfer safety controls the journey.
Special-passenger reservation service and timingChina Railway 12306 ↗English ticket and station wheelchair FAQChina Railway 12306 ↗Current Railway Passenger Transport RegulationsChina State Railway Group / China Railway 12306 ↗Current carry-on rule and folding-wheelchair exemptionChina Railway 12306 ↗Regional 12306 customer-service numbersChina Railway 12306 ↗Passenger contact reservation and verified-email pathChina Railway 12306 ↗