Guidelines for Passengers of Taiwan High Speed Rail Corporation
Chapter 1: General Rules
1. In order for passengers to understand their rights and obligations, as well as the matters to be noted during travel, the Company hereby issues the following guidelines for passengers (the “Guidelines”) based on the Company’s “Implementation Guidelines for Passenger Transport” (the “Implementation Guidelines”), the Railway Law, and the relevant rules promulgated.
2. Unless otherwise provided in the internal rules of the Company, or under the laws and regulations, the passenger transport agreement shall be deemed to be made when the passenger has paid for the Ticket and the Company has undertaken to provide the transport services to the ticket holder.
3. Within the zone of the high speed rail, without the Company’s permission, no person shall be permitted, on the Trains or in the Stations, to solicit for donation, sell goods or engage in political campaign activities toward passengers or the public.
4. Smoking is prohibited in the high speed rail zone. This includes all areas within Stations and on-board trains.
5. Unless otherwise provided in the internal rules of the Company, or under the laws and regulations, all passengers taking the Trains shall purchase the appropriate Tickets for their rides. In the event a passenger violates laws or regulations, public orders, good morals or the Implementation Guidelines, or transport is interrupted due to natural disasters or other force majeure events, the Company may refuse or stop providing transport services, or rescind the passenger transport agreement.
6. The purchase, use, change and report of loss of the Multi-Ride Tickets and Periodic Tickets shall be made pursuant to the “Multi-Ride Tickets Guides” and the “Periodic Ticket Guides” separately provided by the Company.
Chapter 2: Types of Tickets and Ticket Prices
7. The types of Tickets of the Company are as follows:
(1) Ordinary Tickets
Tickets are sold with reserved or non-reserved seats and for one-way or round trip; and based on the qualification of passengers, Tickets can be sold as full fare and preferential tickets (including tickets for senior persons, disabled and children). The applicable qualification for each type of Tickets is as follows:
(a) Full Fare Tickets: Unless otherwise provided in the internal rules of the Company or under the laws and regulations, passengers who are at or above the age of 12 shall purchase full fare tickets.
(b) Tickets for Senior Persons: Nationals who are at or above the age of 65 may purchase tickets for senior persons; such nationals shall provide IDs or certificates that include photo, ID number and birth date which may sufficiently prove such elders’ qualification and age.
(c) Disabled Tickets: Physically and mentally disabled nationals may purchase disabled tickets, provided that they present their disability manuals. The date, train number, car class and origin and destination of the Train taken by such companions shall be the same as such disabled nationals.
(d) Children Tickets: Children, whose heights are 115cm or above but less than 12 years of age, may purchase Children Tickets; provided that those whose heights are 150 cm or above shall present their IDs. (Children whose heights are less than 115cm and children who are equal to or above 115cm in height but less than 6 years old with proof of ID may be exempted from Tickets, if such children do not take seats and are escorted by passengers who have purchased full fare tickets or are adults. The number of ticket-exempt children escorted by each ticket-bearing passenger is limited to two (2) children.)
(2) Group Tickets
Such tickets are sold to passengers who take the same train, the same car with reserved seats, with the same origin and destination Stations, in group of more than 11 persons (inclusive).
(3) Multi-Ride Tickets
Such tickets permit the ticket holders to travel a designated number of trips within a specific preferential period and within specified intervals between Stations, and are issued with names “registered” or “non-registered”.
(4) Periodic Tickets
Such tickets permit the ticket holders to travel an unlimited number of trips within a specific preferential period and within specified intervals between Stations, and are issued with names “registered.”
8. The Ticket prices of the high speed rail shall be implemented after the same has been publicly announced at all Stations and on the official website (www.thsrc.com.tw) of the Company.
(1) Where laws and regulations provide that all preferential tickets (tickets for senior persons, disabled and children) shall be charged at half price of the full fare.
(2) Where all groups of more than 11 persons (inclusive) shall be entitled to group discount for passengers holding full fare tickets.
(3) Passengers may benefit from only one, not multiple, of the discount options.
(4) During promotion periods, the relevant discounts and targeted parties shall be subject to terms publicly announced for such promotion.
Chapter 3: Reservations and Ticket Purchasing
9. Reservations for reserved seat tickets will be accepted within Twenty-eight (28) days prior to the boarding date (inclusive) (if the ticket date is on a Friday, reservations are accepted on the Friday four (4) weeks prior at the earliest), except for matters of force majeure or otherwise provided in the public announcements of the Company.
The booking channel and respective deadlines for the booking of Trains are provided as follows:
(1) The online sales system, Interactive Voice Response Service (4066-0000) posted on the Company’s official website (www.thsrc.com.tw) and partnered convenience stores: reservations shall only be accepted up to one (1) hour prior to the Train’s scheduled time of departure from its route originating Station.
(2) Ticket windows and ticket vending machines at the Stations: five (5) minutes prior to the departure time scheduled for the Train, reserved seat tickets for that Train shall cease to be sold (changes are subject to Company public announcement).
Note: Reservations via Interactive Voice Response Service: please call 4266-0000 for Miaoli area, 4666-0000 for Taitung and Kinmen areas, and 02-4066-0000 for both Matsu area and calls made via cell phones. (The above numbers are non-toll-free numbers, charges are based on regular domestic and cell phone rates.)
10. Ordinary Tickets for non-reserved seats are only sold on the day of ride and no reservations are accepted. Passengers shall directly purchase such tickets at the ticket windows or ticket vending machines in the Stations. For registered Multi-Ride Tickets and Periodic Tickets, passengers shall first fill in the “Application for Registered Card” form from the information service desk or download the same from the Company’s official website, then purchase tickets at ticket windows. Non-registered Multi-Ride Tickets shall be purchased directly at the ticket windows in Stations.
11. Reservations made through the Interactive Voice Response Service, the online reservation system, or partnered convenient stores shall be limited to ten (10) tickets per booking (round- trip tickets shall be counted as two (2) tickets). After obtaining the reservation number, Tickets can be picked up at ticket windows, ticket vending machines, or partnered convenience stores upon payment via one of the following methods:
Note: Tickets picked up from the convenience stores may be subject to processing fees based on the respective rules of such convenience stores. The processing fee shall be capped at NT$10 dollars per ticket.
(1) Paying by credit card on the online reservation system of the Company’s official website.
(2) Paying with cash, credit or debit cards at a ticket window or ticket vending machine of the Stations.
(3) Paying with accepted payment methods and pick up Tickets at a partnered convenience store.
12. In the event passengers, after making reservations, fail to make payments before the following deadlines, the Company may directly cancel reservations and make seats available to other passengers, in order to protect the rights and interests of other passengers:
(1) Passengers who purchase tickets at partnered convenient stores shall submit payment and pick up tickets within (10) minutes after receiving the invoice.
(2) Passengers who made reservations through the Interactive Voice Response System or the online reservation system shall submit payment within thirty (30) minutes prior to the Train’s scheduled time of departure from its route originating Station; passengers who made reservations for tickets for a different day shall submit payment within three (3) days from the reservation date; but those who made reservations within three (3) days from the scheduled departure date shall submit payment within (1) day prior to the scheduled departure date at the latest.
13. Reservations for Group Tickets are accepted four (4) weeks before departure date (inclusive), except for matters of force majeure or otherwise publicly announced by the Company. The group representative shall make application in accordance with the Company’s relevant regulations, and such reservations shall be processed based on the transit status determined by the ticket service unit or Station ticket window.
14. The purchase of tickets for senior persons and disabled tickets shall require passengers’ information registered as required by law; such kind of tickets may not be purchased at the automatic ticket vending machines. For passengers who need to purchase one of these two types of tickets, please bring IDs proving qualification to the Station ticket windows or partnered convenience stores to purchase or pick up tickets. The 7th car of every Train (standard class) has four conveniently accessible seats for passengers in wheelchairs. To reserve Tickets, please go to the Company’s Station ticket windows or call the customer service line at 4066-3000.
Note: For customer service, please call 4266-0000 for Miaoli area, 4666-0000 for Taitung and Kinmen area, 02-4066-0000 for both Matsu are and calls made via cell phones. The above numbers are non-toll-free numbers, charges are based on regular domestic and cell phone rates.
15. When purchasing or applying for a ticket refund, passengers may request a “Proof of Purchase (Refund).” Passengers may only request one (1) copy of such proof. Except for Multi-Ride Tickets and Periodic Tickets, notation will be made on the front of the Tickets indicating that Proof of Ticket Purchase (Refund) has been issued with respect thereto. In the event of subsequent changes or refund to such tickets, the original “Proof of Purchase (Refund)” shall be returned.
Chapter 4: Rail Ticket Usage Rules and Exceptions
16. Notes for Passenger Boarding:
(1) Passengers shall refer to the purchased tickets’ boarding time, intervals between Stations to be traveled, and car class for boarding. Every ticketed passenger shall refer to information stated on the Ticket to either take a seat according to seat number, if reserved, or take a seat freely, if non-reserved. Children without tickets and carry-on baggage shall not take up seats.
(2) Reserved seat tickets are valid for the specified date and train number. Non-reserved seat tickets are valid for the specified date, but seats are not guaranteed.
(3) Passengers holding disabled tickets shall have disability manuals; passengers holding tickets for senior persons, registered tickets, or tickets for children who are150 cm or above but under the age of 12, or children who are 115 cm or above but under the age of 6 and require no seats, shall provide a government-issued photo ID with ID number and birth date that shall be easily recognizable and sufficient for verification purposes when taking Trains.
(4) Unless otherwise provided in relevant laws and regulations or the Implementation Guidelines, after passengers present their tickets for inspection and entered into the paid area of the Station at which he/she commences ride, Tickets are non-refundable. Passengers who commence or stop his/her ride at a stop prior to his/her destination Station due to causes attributable to him/her, the fares for untraveled journey will be non-returnable.
(5) Passengers with non-reserved seat tickets shall find an empty seat in the designated car(s); in the event passengers found that the car with non-reserved seats which he/she intends to take has no seats available, passengers may choose to board the next Train, or they can stand and hold onto the back of a seat temporarily in the non-reserved seating car. When other passengers disembark, they may find an empty seat, or after paying the difference between the reserved seat and non-reserved seat fares, they may go to the reserved seat car to find a seat (but if the seat is requested by a passenger with a reserved seat ticket, they must find another seat).
Note: Five “priority seats” are located at both side entrances of each non-reserved seating car, in order to give seat priority to seniors, women and children and passengers with physical disabilities.
(6) Passengers holding Ordinary Tickets for non-reserved seat who stops his/her ride at any Station between the origin and the destination Stations stated on the Tickets may continue such trip within the valid period of such tickets after such circumstances have been dealt with by the Company’s officer, provided that the time such passengers enter into the paid area till the time they leave the paid area at the destination Station shall not exceed three and a half hours.
17. In the event that passengers require to change their rides after tickets have been picked up, except for Multi-Ride and Periodic Tickets, passengers shall apply for the same at the ticket windows of Stations. The application for change of ride shall be made without processing fee for one time only. The difference between the two will be refunded in case of overpayment or will require make up of payment in case of insufficient payment. Any subsequent changes required after the first change shall be handled according to the rules for Ticket refund and repurchase. The relevant rules are as follows:
(1) The change of Ordinary Tickets for reserved seats shall be applied for no later than thirty (30) minutes prior to the scheduled departure time of the specific Train; whereas change of Ordinary Tickets with non-reserved seats shall be applied for prior to the end of the business hours on the date stated on such Ticket. Such changes must be requested at the ticket windows.
(2) The change of Group Tickets shall be applied for no later than one (1) day prior to departure date, and the group shall apply as a unit. All Tickets reserved under the reservation record shall be brought to the ticket window. Any same-day ticket changes shall be handled according to the rules for Ticket refund and repurchase.
18. In the event passengers need to apply for refund after Tickets have been picked up, unless otherwise stated on the Tickets, passengers shall apply for such refund at the ticket windows. The relevant rules are as follows:
(1) After NT$20 processing fee for each Ticket is deducted from the actual ticket price paid, rides already taken on Multi-Rides Tickets or full fare of non-reserved seats shall be deducted from the refund. The amount to be deducted from the refund for Periodic Tickets shall be twice the full fare of non-reserved seats multiplied by the number of days passed (no refund will be available in case of insufficiency).
(2) The processing fees incurred due to transfer of payment and Ticket pick up at purchase will not be returned.
(3) When applying for refund of Tickets which are purchased via exchange of train coupons, no train coupons may be requested for return.
(4) The refund of Ordinary Tickets with reserved seats shall be claimed at the latest within thirty (30) minutes prior to the scheduled departure time of the specific Train as stated on such Tickets, whereas refund of Ordinary Tickets with non-reserved seats shall be claimed prior to the end of the business hours on the designated date at ticket windows of each of the Stations; requests after the business hours will not be accepted.
(5) The refund of Group Tickets shall be claimed at least two (2) hours prior to the departure time of the designated Train on the designated date; late requests will not be accepted. Passengers shall bring all Tickets being reserved under the reservation record to the ticket window. In the event Group Ticket discount became inapplicable after ticket refund, discount originally offered on such Group Ticket(s) shall simultaneously be retracted from the passenger(s).
(6) The refund of Multi-Ride Tickets shall be claimed within two (2) years from the expiration of the valid period at the ticket window with no acceptance of late requests. In the event Tickets are registered Multi-Ride Tickets, the registered ticket holder shall request the refund in person with his/her ID provided.
(7) The refund of Periodic Tickets shall be claimed within the valid period by the registered ticket holder in person with no acceptance of late requests.
19. In the event that a passenger stops his/her ride during trip due to injury or sickness, upon confirmation, except for Periodic Tickets holders, the Ticket of such passengers may be marked by the Company’s officer and be refunded with the remainder of actual fare received after deducting fare payable for pass-thorough intervals without processing fee.
20. In the event that a train in motion is interrupted, passengers who suffered from such interruption, except for Periodic Tickets holders, may apply for refund of actual fare paid without processing fee within one (1) year from such date. In the event that Trains are interrupted causing service interruption for five (5) consecutive days or more, the valid period of Multi-Ride Tickets and Periodic Tickets may be extended for the number of days out of service. Passengers who cease the ride during trip may make request to the Company based on any of the following methods, except for emergency circumstances which shall be governed by the Company’s regulations:
(1) Free transportation back to the origin Station.
(2) Taking the vehicles provided by the Company to nearest railway or bus stations.
21. When any Train is delayed, passengers who have been affected by the delay with Tickets already purchased, may choose to take the original Train to destination, or apply for either one of the following options without processing fee:
(1) Except for Periodic Tickets holders, a passenger who stops his/her ride at the origin or a stop prior to his/her destination Station shall be refunded with fare of untraveled journey.
(2) Passengers who take other Trains of lower fare at the origin or during the ride may be refunded with the fare difference upon the Company’s officer denoting the event.
22. Due to causes attributable to the Company, Train arriving at the passengers’ destination at a time later than the time scheduled for thirty (30) minutes or more, except for Periodic Tickets holders, passengers may make a request to the Company for train coupons to exchange Tickets or refund based on the following:
(1) In the event that the time delayed is more than thirty (30) minutes but less than sixty (60) minutes, the passenger may request for one train coupon exchangeable for a Ticket of the same car class taken at such time for half-price or refund of 50% of the actual fare received for one-way ticket.
(2) In the event that the time delayed is sixty (60) minutes or more, the passenger may request for one train coupon exchangeable for a Ticket of the same car class taken at such time for free or full refund of the actual fare received for one-way ticket.
Once passengers request for the foregoing train coupons for exchange of Tickets or refunds, the request for refund shall not be altered afterwards.
Passengers who choose train coupons for exchange of Tickets are eligible to exchange or purchase one Ticket within one (1) year from the exchange, based on conditions stated on such coupon; provided, that, such passengers may not request to convert such coupons into cash.
23. The following shall govern in the event passengers lose their Tickets:
(1) Except for loss of registered Multi-Ride Tickets or Periodic Tickets which may be reported according to Multi-Ride Tickets Guides and Periodic Tickets Guides, the Company shall accept no replacement or refund for lost Tickets.
(2) In the event passengers lose Tickets after entering the paid area, the matter shall be handled as without Tickets. Ticket inspector shall mark on the receipt of repurchased Tickets with characters of “Lost and Repurchased”. Upon discovery of the original Tickets, passengers may take such original Ticket and the above receipt of the repurchased Ticket to the Station to claim for refund of difference between the two.
Chapter 5: Violation or Riding Without Ticket
24. Passengers who take rides exceeding his/her destination Station shall purchase Tickets for such exceeded intervals. 50% of the fare for exceeded pass-through intervals may be charged.
25. Passengers using preferential tickets or tickets failing to correspond to their qualification or identity shall make up the difference of the fare payable from origin to destination. 50% of the difference in ticket prices may be charged; passengers failing to present his/her ID shall be deemed without proofs for their qualification or identity.
26. Passengers who change to ride in car(s) or Train(s) of higher fare shall make up the difference of fare for pass-through intervals after the change of car(s) or Train(s). 50% of the difference of the fare for pass-through intervals may be charged. Passengers who change to ride in car(s) or Train(s) of lower fare will not be refunded with the difference in fare.
27. Passengers taking Trains without Tickets shall make up the fare payable from origin to destination. 50% of the fare for pass-through intervals may be charged in the event there is no reasonable ground for taking Trains without Tickets. For Passengers who are unable to provide proof of their origin Station, the fare covering the entire route of the Train may be charged. In the event that the Train being taken is uncertain, the Company may charge fare of the Train whose route originating Station is the most distant from the Station at which the passenger got off. In the event the car class taken is uncertain, the fare for business class may be charged. Passengers who take Trains with invalid tickets, registered tickets of others or refuse to show tickets for inspection upon request by the ticket inspector shall be deemed to have taken the Train without tickets and handled in such manner accordingly.
28. Except for causes attributable to the Company, when passengers take Train(s) with tickets, the travel time from the commencement of ride to the end of ride shall not exceed three and a half hours. Passengers who make up fare at Station shall stay for no more than one hour in the paid area after the fare adjustment has been made. In the event of violation, passengers may be additionally charged with the full fare charged for business-class of one ticket for a ride passing through all Stations.
Chapter 6: Personal Belongings
29. Passengers shall take care of personal belongings carried by them, and the Company shall bear no responsibility over the above.
30. Each passenger’s personal belongings shall not exceed 150cm in length per piece, 220cm in total length, width and height per piece, 40kg in total weight. Any personal belongings exceeding the limitations referred to in the foregoing are prohibited from carrying on board; passengers carrying such personal belongings on board may be requested by the Company to disembark at the next Station. Except for Periodic Tickets holders, the Company shall refund the actual ticket fare received after deducting pass-through intervals. Where the personal belongings permitted to be carried on board require taking seat(s), full fare shall be charged according to the Train and car taken by the passengers. However, in the event of any of the following, the foregoing shall not apply:
(1) Medical or disaster relief equipments carried by medical or disaster relief personnel in case of emergency or disaster;
(2) Wheelchair used by the passenger(s); or,
(3) Articles approved by the Company.
Note: In the event musical instrument carried by a passenger exceeded the limit for size of carry-on for passengers, but its height, width and length are less than 200 cm, 40 cm and 70 cm, it can be carried on board and placed on assigned seat. The passenger shall purchase a full fare ticket for such instrument. The Company may prohibit passengers from carrying musical instrument(s) on board if such passengers fail to purchase tickets for such musical instrument(s). When carrying on a bike, the bike shall be stored in a bike carrying bag.
31. No animals shall be carried into the zone of the high speed rail, except any of the following circumstances:
(1) Dogs, cats or fishes and shrimps are placed in container with length, width, and height dimensions not exceeding 55 cm, 45 cm, and 38 cm, and such container shall be well secured, free from any possibility of leakage of feces and liquid and be placed under the seating area without interrupting other passengers or animals escaping from the container.
(2) On-duty police dogs, guide dogs, or guide puppies escorted by professional personnel (trainers). The escorts of the above dogs shall bring with them relevant documentation evidencing qualification according to laws and regulations.
32. Hazardous goods, or other goods which have been publicly announced by the government or the Company being likely to endanger or cause harassment to passengers or to the railways, shall be prohibited from carrying on board.
Note: In accordance with government regulations to guard against avian flu, bringing of any species of birds is prohibited; to prevent interference with the motion of the Train, passengers carrying a balloon, a hand cart without a brake, etc. are prohibited from boarding.
33. In the event passengers carrying hazardous goods violate the requirements referred to in the preceding two Articles, the Company shall request such passengers to leave the zone of the high speed rail or exit at the next nearest Station. The Company may charge 50% of the full fare for business class from the origin to the Station where the passengers disembark the Train. Passengers who carry any hazardous goods shall be punished in accordance with Subparagraph 8, Paragraph 1 of Article 71 under the Railway Law.
Chapter 7: Handling of Lost Property
34. Passengers who lose property within the zone of the high speed rail may go to the Company’s passenger service counter to fill out a “Lost & Found” form or call the customer service representative.
35. The lost property found by any passenger within the zone of the high-speed rail shall be delivered to the police agency or Company’s stations service personnel or crew member, who shall fill out a form certifying receipt of lost item (a copy of the receipt shall be given to the person who found the lost item).
36. When passengers claiming for lost property(ies), passengers are required to prove ownership. If someone other than the owner is to claim the lost property, that person shall provide his/her ID for identification purposes in addition to the owner’s (or person who declared the item missing) power of attorney. Such lost property may be claimed only after verification.
37. The Company will keep lost property that remains unclaimed for a term of one year. Such lost property shall be handled by the Company in accordance with the relevant laws and regulations. The Company shall bear no liability for any damage on such lost properties.
Chapter 8: Others
38. The Company shall take out liability insurance for the passengers and their belongings in accordance with the law.
39. Any other matters not set forth hereof shall be subject to the Implementation Guidelines, the Multi-Ride Guides and Periodic Tickets Guides, in addition to relevant notices posted in the Stations. In the event of doubt, please directly contact the station passenger service counter or visit the Company’s website (www.thsrc.com.tw) for relevant information. Any matters involving passengers’ rights and interests not set forth hereof shall be governed in accordance with relevant laws and regulations, customs, and the principles of reciprocity and good faith.
Customer service：International Calls：+886-2-4066-3000 │ Local 4066-3000
For Miaoli area：4266-3000 │ Taitung and Kinmen areas：4666-3000 │ and Matsu areas and mobile phones：02-4066-3000 （Note: Calls are not toll-free.）