講課人：雷蓮桂Lecturer:LeiLiangui退票的辦理RefundsProcessing目錄Catalogue旅客旅行變更Changestopassengertravel01退票的類型1.TypesofRefunds02退票的辦理條件2.ConditionsforProcessingRefunds03退票費用計算3.RefundmentCalculation退票的類型TypesofRefunds旅客責任退票Passenger's-responsibilityrefund鐵路責任和不可抗力退票Railroad-responsibilityrefund責任主體不同01Differentsubjectofresponsibilityfortherefund02Railroad'sResponsibility鐵路責任Overcrowdingofthetrain①列車超員退票的類型TypesofRefunds退票的類型TypesofRefunds02Railroad'sResponsibility鐵路責任Latetrains②列車晚點退票的類型TypesofRefunds02Railroad'sResponsibility鐵路責任Trafficaccident③行車事故退票的辦理條件ConditionsforProcessingRefunds辦理退票的時間Timeforrefunds旅客開始旅行前，對未進站檢票的，均可辦理退票Refundsareavailableforanyticketthathasnotbeencheckedatthestationbeforethepassengerstartstravelling旅客開始旅行后：旅客僅因傷、病才可以辦理退票Afterthepassengerhasstartedthejourney:thepassengercanonlyapplyforrefundingtheticketduetoinjuryorillness.（鐵路責任和不可抗力除外）(Therailroad'sresponsibilityandforcemajeurearenotincluded.)ABCD退票的辦理條件ConditionsforProcessingRefunds辦理退票的時間Timeforrefunds辦理退票的地點Placesforrefund-requests客運站售票窗口Ticketwindowsofrailroadpassengerstations12306網站12306website自助售票機Self-serviceticketmachines（含手機APP和小程序）(includingmobileAPPandMiniProgram)退票的辦理條件ConditionsforProcessingRefunds辦理退票的地點Placesforrefund-requests客運站售票窗口Attheticketwindowoftherailroadpassengerstationallpaperandelectronictickets可以辦理所有符合thatmeettherefundconditions退票條件的紙質票和電子票canberefunded.通退退票的辦理條件ConditionsforProcessingRefunds客運站售票窗口Attheticketwindowoftherailroadpassengerstationallstationsofthenationalrailroadthathandlepassengertransportbusiness全國鐵路所有辦理客運業務的車站canhandletherefundproceduresbeforedeparture.都可辦理開車前退票退票的辦理條件ConditionsforProcessingRefundsABCD辦理退票的地點Placesforrefund-requests12306網站（含手機APP和小程序）12306website(includingAPPandMiniProgram):Timerequirement:electronicticketscanbehandled25minutesbeforedeparture.時間要求：電子票開車前25minUnabletorefund:thepapertickets(thereimbursementvoucherforelectronictickets)不能辦理情況：已取紙質票whichhavebeencollected.（電子票的退票報銷憑證）退票的辦理條件ConditionsforProcessingRefunds辦理退票的地點Placesforrefund-requests自助售票機：可辦理未取出紙質票（含報銷憑證）的車票Self-serviceticketmachinescanonlyprocesstherefundsofpaperticketsthathavenotbeencollected(includingreimbursementvouchers).退票的辦理條件ConditionsforProcessingRefunds辦理退票的地點Placesforrefund-requests退票的費用計算Calculationofthecostofreturnedcheques退票費用計算Refundfeecalculation旅客責任退票的辦理Thepassenger'sresponsibilitytorefundtheticket鐵路責任退票的辦理Therailroad'sresponsibilitytorefundtheticketNetrefund=feesreceived—feestraveled凈退額=已收票價-已乘票價Netrefund=feesreceived—feestraveled—refundfee凈退額=已收票價-已乘票價-退票費AB（停止旅行站）(stationthatthetravelstops)C（原票到站）(Originalreceiptstation)已收票價receivedfees已乘票價feesofthesectioninwhichthepassengerhastraveledDiscussion:Whyistherearefundfeeforpassenger'sresponsibilityrefunds?討論：旅客責任退票，為什么收取退票費？退票的費用計算Calculationofthecostofreturnedcheques退票費用計算Refundfeecalculation旅客責任退票的辦理Thepassenger'sresponsibilitytorefundtheticket鐵路責任退票的辦理Therailroad'sresponsibilitytorefundtheticketNetrefund=feesreceived—feestraveled凈退額=已收票價-已乘票價Netrefund=feesreceived—feestraveled—refundfee凈退額=已收票價-已乘票價-退票費Howistherefundfeecalculated?退票費如何計算？Refundfee=(feesreceivable-traveled-sectionfees)×therefundfeerate退票費=（應收票價-已乘區間票價）×退票費比率退票的費用計算Calculationofthecostofreturnedcheques退票費用計算Refundfeecalculation旅客責任退票的辦理Thepassenger'sresponsibilitytorefundtheticketNetrefund=feesreceived—feestraveled—refundfee凈退額=已收票價-已乘票價-退票費Refundrates-4levels退票費比率——共4檔0%5%10%20%退票的費用計算Calculationofthecostofreturnedcheques退票費用計算Refundfeecalculation旅客責任退票的辦理Thepassenger'sresponsibilitytorefundtheticketNetrefund=feesreceived—feestraveled—refundfee凈退額=已收票價-已乘票價-退票費10%5%20%0%Location:fullyrefunds辦理地點：通退Pre-departure:consentofstationmanager乘車前：站長同意Afterthedeparture:confirmedduetoillness乘車后：因病經證實8days(included)8天（包含）48hours48小時開車點departure2hours2小時24hours24小時退票的費用計算Calculationofthecostofreturnedcheques退票費用計算Refundfeecalculation旅客責任退票的辦理Thepassenger'sresponsibilitytorefundtheticketNetrefund=feesreceived—feestraveled—refundfee凈退額=已收票價-已乘票價-退票費小結Summary小結Summary懂得區分不同責任的退票Knowhowtodistinguishdifferentresponsibilitiesofrefunds.Railroadresponsibility:feesreceived—feestraveled（2）鐵路責任：已收票價-已乘票價理解辦理退票的條件Understandtheconditionsforhandlingrefunds.掌握退票的費用計算方法Masterthecalculatingmethodsofrefundfees.Refundfee=(receivedfees—traveledfees)xrefundfeerate（3）退票費=（已收票價-已乘票價）×退票費比率Passenger'sresponsibility:feesreceived—feestraveled—refundfee（1）旅客責任：已收票價-已乘票價-退票