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General Provisions Tickets Ticket fare Ticket Refund
Use of tickets and treatment of extraordinary circumstances Personal belongings Bylaw Lost and Found Services

 

General Provisions：
  1. The Guidelines are enacted in accordance with Article 94 of the “Rules Governing Transportation by Railway”.
  2. The transportation of travelers of the routes managed by the Taiwan High Speed Rail Corporation, the Corporation, shall be handled in accordance with the Main Points.Any matters not provided herein shall be handled subject to the Railway Act, Rules Governing Transportation by Railway, other relevant laws and the requirements provided in the Corporation’s relevant regulations.
  3. The terms used herein shall have the following meanings:
    • Station: The rail stations where the Corporation handles the transportation of passengers;
    • Train: The high speed rail trains managed by the Corporation that transport travelers;
    • Inspector: The Corporation staff conducting inspection of tickets at stations and/or on trains;
    • Commencement of traveling: The time when passengers show their tickets for inspection to start traveling at the origin station;
    • Tickets: The various tickets, receipts of supplementary tickets or other vouchers which are valid certificates issued or approved by this Corporation for holders to take trains;
    • Taken section: The section between the origin station where travelers commence traveling and the station where passengers by train, or between the origin and the next station where the train stops;
    • Hazardous goods: The flammable liquid at flash point of less than 60℃, explosive goods, flammable goods liable to natural combustion, and other goods likely to injure human bodies or be harmful to other articles.
  4. The contract for transportation, between passengers and the Corporation, expressed in either of the following manners shall be deemed the Corporation agrees to provide transportation service for ticket holders, the passengers:
    • Delivery of tickets;
    • Any expression for acceptance of booking;
    • Other likewise manners approved by the competent authorities.
  5. Except for tickets, any documentary evidence in regard with the contract for transportation shall be invalid without affixation of certified stamp approved by the Corporation.
  6. Passengers who meet one of the following circumstances, the Corporation may refuse to or stop providing transportation service or rescind the contract:
    • Where passengers violate laws, public order, good moral or the requirements referred to herein;
    • Where passengers require extra liability or obligation with respect to transportation by railway;
    • Where the transportation is interrupted due to such force majeure as natural or human-error calamities;
    • Where passengers have communicable diseases, alcoholism or other similar symptom, which likely to endanger themselves or others or harass others
    • Where passengers are the aged, children or handicapped, or suffer from serious sickness or mental disorder and require escort, but no one escorts them;
    • Where the equipments required and essential for the transportation are in deficiency;
    • Where passengers carry personal belongings with them in violation of the stipulations referred to herein.
  7. Type of cab, train number, cab number and destination shall be expressly marked in such prominent position as entry of the train.
  8. Where the operation of train is interrupted in the midcourse, each station shall post a public notice or inform passengers of the interruption.
  9. Where the operation is interrupted due to special circumstances or incidents, this Corporation shall take the following actions. The relevant stations shall post a public notice or inform passengers of the interruption.
    • Suspend or restrict the station selling tickets and contents of the tickets;
    • Adjust the schedule and the stopping stations;
    • Restrict the contents of personal belongings;
    • Other necessary actions.
  10. The pricing and adjustment of the various tickets will be published and enforced upon being reported to the Ministry of Transportation and Communications;
  11. Mantissa in the application of fare and miscellaneous expenses less than one dollar shall be counted as one dollar. Where the fare is raised or reduced, the mantissa shall be integrated after the raise or reduction. Where several kinds of expenses are intended to be consolidated in the calculation, the consolidated calculation shall be conducted after the mantissa of each kind of expenses have being integrated respectively.
  12. With respect to calculation of the pre-sale, payment and the terms of validity of tickets, the first day and last day shall be counted as one calendar day respectively in any event.
  13. Unless otherwise provided under the relevant laws and these stipulations hereinafter, no ticket refund is permitted upon commencement of traveling.
  14. Travelers’ right to claim ticket refund shall become extinguished if it is not exercised within one year of the time of issue date of tickets.
Tickets：
  1. Travelers who wish to take the train shall purchase tickets and take the train with the tickets complying with this Guidelines.
  2. Travelers may ask for certificate of ticket purchase when purchasing the tickets. Only one copy thereof is permitted per transaction.
  3. Ticket holders shall use the tickets pursuant to the instructions referred to in the tickets.
  4. Type of ticket:
    • Ordinary ticket
    • Group ticket
  5. Tickets shall specify the following:
    • Type of cab
    • Type of ticket, ticket No. and fare
    • Names of origin and destination
    • Term of valid
    • Date of issuing
    • Other necessary matters
  6. The pre-sale of tickets is available prior to the departure date . Where passengers book the tickets but fail to pay the fare within the specific time limit, their booking shall be canceled.

    The pre-sale period and due date for payment of fare shall be subject to the Corporation’s public notice.
  7. The ordinary tickets shall be sold pursuant to the following conditions:
    • Offer one-way or round-trip tickets according to the types of cabs to be taken and requested by passengers;
    • Offer preferential tickets pursuant to laws of R.O.C.;
    • Discounted tickets are available subject to the policy of the Corporation’s business.
  8. The group tickets shall be sold pursuant to the following conditions:
    • Where passengers take the same train cab from the same origin to the same destination, among whom more than 11 persons (inclusive of 11 persons) purchase the general adult tickets, the Corporation may offer them with the group tickets.
    • Passengers shall complete and file the relevant form to purchase the group tickets from the Corporation. The form will be defined by the Corporation separately.
  9. Tickets are only applicable on the dates and for the train Nos. which designated and expressly stated on the tickets.
  10. Where the tickets held by passengers meet any of the following circumstances, the tickets shall be deemed invalid, unless otherwise provided herein:
    • Where the tickets are altered or forged, the tickets shall be recalled in the process of inspection;
    • Where the tickets are beyond the valid terms.
  11. Where it is impossible to use the tickets normally because the tickets are damaged or contents thereof are unreadable, and the validity of such tickets are confirmed by the Corporation, applications may be made for replacement of the original tickets with new ones containing the contents specified in the original ones, without additional handling fees.
  12. Unless otherwise provided herein, where passengers commence or suspend traveling in the mid-course station between the origin and destination referred to in the tickets, the following requirements shall apply:
    • Where passengers commence traveling at a mid-course station, the sections untaken between the origin and the station where passengers commence traveling as referred to in the tickets shall be deemed invalid.
    • Where passengers suspend traveling at a mid-course station, the sections untaken between the station where travelers suspend traveling and the destination referred to in the tickets shall be deemed invalid.
  13. Whenever passengers pass through the ticket barrier or encounter the Inspectors’ request to inspect the tickets, passengers shall show their tickets for exam.
  14. Unless otherwise provided herein, passengers may keep the tickets back after journey.
Ticket fare：
  1. Passengers may only apply one of the various fare premiums or discounts referred to herein alternatively.
  2. One-way ticket shall be calculated at the full fare. The round-trip fare is the sum of depart fare and return fare which multiply by round-trip discount rate respectively.The discount rate referred to in the preceding paragraph will be defined by the Corporation separately.
  3. Nationals of more than 65 years old may purchase the aged tickets, provided that they shall present their ID cards or certificates approving their identity as issued by the government.

    The aged tickets shall be charged at half price of the full fare.
  4. 31. Physically and mentally disabled nationals and one of their custodians or companions may purchase the charity tickets, provided that they shall present their disability manuals issued by the government.

    The charity tickets shall be charged at half price of the full fare.
  5. Children whose height is more than 115cm but less than 150cm, and children who are more than 150cm in height but less than 12 years old, may purchase the children tickets with their ID certificates.

    Children whose height is less than 115cm, and children who are more than 115cm in height but less than six years old, may be exempted from tickets with their ID certificates under the circumstances that such children do not take a seat, provided that they shall be escorted by passengers who have purchased the full fare tickets or are adults. However, in the event of the following circumstances, the children tickets shall be purchased and shall not apply to this paragraph for exemption:
    • (1) Where the children who are qualified to be exempted from tickets as escorted by passengers are more than two persons, the excess shall purchase children tickets;
    • (2) Where the children who are qualified to be exempted from tickets but need to take a seat;
    • (3) Where the children who are qualified to be exempted from tickets as escorted by adult passengers, as a group, constitute one-fourth of the group.
    • The children tickets are charged at half price of the full fare.
  6. The group ticket fare shall be full fare plus group discount rate, and then plus the number of passengers.
  7. Where any passengers in the same group have been offered with other preferential discounts, the group discount shall not apply for such preferential discounts passengers.

    The group discount rate referred to in Paragraph 1 shall be defined by the Corporation separately.
Ticket Refund：
  1. Where passengers apply for ticket refund, it shall be charged handling fees. The amount and calculation thereof shall be subject to the requirements referred to in the schedule of miscellaneous expenses.

    The schedule of miscellaneous expenses referred to in the preceding paragraph shall be approved by the Ministry of Transportation and Communications.
  2. Unless otherwise provided herein, the ticket refund shall be claimed at ticket windows in stations. The relevant requirements are specified as follows:
    • The refund shall be claimed within 30 minutes prior to the designated date and departure time of the relevant train No.; otherwise, no ticket refund claim will be accepted.
    • Where the received fare is insufficient to deduct the fare payable for taken sections and handling fees for ticket refund, no fare will be refunded.
Use of tickets and treatment of extraordinary circumstances：
  1. Where passengers take the train without valid tickets, or refuse to show tickets for inspection per requested by Inspectors, the passengers shall be deemed taking the train without tickets.
  2. Where passengers take the train without tickets, they shall make up the fare payable from origin to destination, in addition to 50% of the fare for taken sections if they have no justified reasons.

    Where passengers can not prove their origin station, the fare shall be charged according to the starting point of the train. Where the train as taken is uncertain, the fare shall be charged according to the train most distant from the station where passengers get off. Where the class of cab as taken is uncertain, the fare shall be charged according to the highest class of cab.
  3. Where passengers, when taking train, do not use tickets in accordance with the legal requirements and/or stipulations herein, the following guidance shall apply:
    • Where passengers turn to take the cab of higher fare, they shall make up the difference in fare for taken sections, in addition to 50% of the difference in fare for taken sections.
    • Where passengers turn to take the cab of lower fare, no difference in the fare will be refunded.
    • Where the passengers are over-ride, they shall purchase the ticket for over-ride sections additionally, and make up 50% of the fare for over-ride sections.
    • Where passengers use preferential and/or discounted tickets that do not correspond to their qualification or identity, they shall make up the difference in the fare payable from origin to destination, in addition to 50% of the difference in fare for taken sections. Where such passengers are found at origin, they should refund such tickets and purchase the tickets that correspond to their qualification or identity.
    • Where the tickets do not record the passengers’ entry when the travelers exit the station and such case is confirmed as an unfair use by Inspectors, the passengers shall make up the fare payable from the starting point of the train and origin referred to in the tickets, in addition to 50% of the payable fare calculated herein.
    • Except for causes attributed to the Corporation, passengers when taking train with tickets shall stay for no more than three hours within the toll sections. Passengers who make up fare at toll sections in station or on train shall stay in the toll sections for no more than one hour. In the event of passengers’ failure to comply with the requirements, the Corporation may charge the fare of the highest-class full fare in the whole section of train.
  4. Where passengers can not make up the fare immediately on train, they should be required to get off the train at the nearest station to make up the fare. Where passengers refuse to make the payment without justified reasons, it shall be referred to the police authority.
  5. Where passengers lose tickets after entering the toll sections, they shall be deemed taking the train without tickets. The Inspectors shall denote “re-purchased” in the receipt of repurchased tickets.

    Where passengers find their original tickets, they may ask for refund of the repurchased ticket and such additional fare collected by the Corporation, with the original tickets and receipts of repurchased tickets.
  6. Passengers shall apply to change the train pursuant to the following requirements:
    • Where Passengers holding valid tickets prior to commencing traveling may apply for change of the tickets without charge. The balance or deficit of difference in fare may be refunded or made up. The changed tickets shall be denoted “changed”. The applications for change of tickets which denoted “changed” shall be handled as the applications for ticket refund and repurchase.
    • Where passengers holding tickets of lower fare class of cab turn to take the train cab of higher fare after commencing traveling, they shall make up the difference in fare for the sections upon the change. Where passengers holding tickets of higher fare class of cab turn to take the train cab of lower fare, no difference in the fare will be refunded.
    • Where passengers holding group tickets change the train, the difference in fare shall be calculated according to the number of persons in the group included into the billing.
  7. Where passengers turn to take the train cab of lower fare upon the Corporation’s personnel’s treatment due to causes not attributed to the passengers, the passengers may ask for refund of the difference in fare for sections between the change station and destination. Where the passengers turn to take the train cab of higher fare in such circumstances hereinabove, it is not necessary for them to make up the difference in fare
  8. Where passengers take the train different from that referred to in the tickets in error, or get off the train exceeding or within the section referred to in the tickets in error but do not exit the toll area of station, upon verification by the Corporation, the tickets may be denoted by the Corporation’s staff as “in error” and then returned to passengers, and the passengers will be transported to the destination referred to in the tickets without further charges. Where there is no train available at that day for transportation, the passengers shall be required to make up the fare and exit the station, and will be transported to the destination by the train No. designated by the Corporation after being refunded the fare as made up the following day
  9. Where passengers purchase tickets in error, they may apply for replacing them with correct tickets only if they find the error immediately and right upon purchase of the tickets and which is verified truth by the ticketing staff at the ticket widow in station. The balance or deficit of difference in the fare shall be refunded or made up.
  10. Unless otherwise provided herein, where passengers fail to use the tickets and cancel traveling within the valid period after purchasing the tickets, they may apply for ticket refund at ticket windows and take the following actions:
    • Where the passengers claim ticket refund, the balance of fare deducting from the handling/miscellaneous fees for ticket refund shall be returned to the travelers.
    • Where the passengers claim ticket refund for either departure or arrival of round-trip ticket, the balance of the fare for round-trip ticket deducting from the full fare for non-claimed trip and handling/miscellaneous fees for ticket refund shall be returned to the passengers.

      Provided that no handling/miscellaneous fees shall be charged, passengers cancel traveling due to such causes not attributed to them as interruption and delay in operation of the train.
  11. Passengers who suspend their traveling due to injure and/or sickness in the midcourse upon verification by the Corporation may apply for ticket refund after their tickets are denoted by the Corporation’s staff. The refund is the balance of fare paid deducting from the fare payable for taken sections, and which shall be free from any handing/miscellaneous fees.

    The group ticket refund shall be subject to the actual number of passengers who suspend the traveling in the midcourse.
  12. Passengers suffering from interruption of operation in the midcourse shall be taken due care done by the Corporation’s staff at the station where the operation is interrupted. After that, passengers may ask the Corporation to take further action in either of the following manners. The Corporation will take care of it subject to the passengers’ will:
    • Sending passengers back to the origin as in the ticket for free;
    • Passengers may take the shuttle bus provided by the Corporation to the nearest railway station or highway bus station.

      The passengers referred to in the preceding paragraph may also ask for refund of paid faire without handling/miscellaneous fees.
  13. In the event of train delay, passengers may take either of the following actions and free from handling/miscellaneous fees:
    • Passengers who suspend or cancel traveling at the origin may ask for paid-in ticket fare.
    • Passengers who turn to take the train cab of lower fare at the origin or in midcourse station may ask for refund of the difference in the fare after their tickets are denoted by this Corporation’s staff.
  14. Where arrival of the train to the destination as in the ticket delays for more than 30 minutes later than the scheduled time, passengers may apply for ticket refund in the following manners and free from handling/miscellaneous fees:
    • Where it delays for more than 30 minutes but less than 60 minutes, 50% of the paid-in ticket fare will be refunded;
    • Where it delays for more than 60 minutes, the paid-in ticket fare will be refunded in full amount.
Personal belongings：
  1. Passengers shall take care of their luggage and articles, collectively “personal belongings”, carried with them independently. The Corporation will not be liable for taking care of them.
  2. Each passenger’s personal belongings shall not exceed 150cm in length per piece, or 220cm in total length, width and height per piece, and 40kg in total weight. Any personal belongings exceeding the limitations referred to in the preceding paragraph are not allowed to be carried on train, and those passengers who carried the forbidden personal belongings to the train already may be required to exit at the nearest station from found location by the Corporation. Meanwhile, the Corporation will refund the balance of fare deducting from charges collected for taken sections and handling/miscellaneous fees, provided that this shall not apply to the following circumstances that personal belongings are:
    • Medical treatment or disaster relief equipments carried with medical treatment or disaster relief staff in the case of emergent disaster; or,
    • Wheelchair to be used by the passenger; or,
    • Articles approved by the Corporation.
  3. Where the personal belongings shall take a seat pursuant to requirements, the full fare shall be charged in addition for the personal belongings according to the train cab taken by the passenger.
  4. Goods likely to endanger or harass passengers or railways, such as hazardous goods, corpses, bones, bone ash and noxious and dirty stuff, are not allowed to be brought on trains.
  5. No pets are allowed to enter into the area of the high speed rail managed by the Corporation, provided that this shall not apply to either of the following circumstances:
    • Where the pets would not interfere with other passengers, and which are dogs, cats, or fishes/shrimps well packed free from leakage of droppings from the containers holding them;
    • Where the pets are on-duty police dogs, guide dogs, or guide puppies escorted by professional personnel (trainers) with certificates issued by the training unit upon the Corporation’s approval.
  6. Passengers who violate the requirements referred to in the preceding two stipulations, clause 53 and 54, shall get off the train at the nearest station from found location together with their personal belongings and/or pets. The Corporation may charge 50% of the full fare, in addition, of the highest-class cab from the origin to the station where the passengers get off the train.

    Where the passengers carry any hazardous goods with them, they shall also be punished pursuant to Item 1.8, Paragraph 1 of Article 71 of Railway Act.
Bylaw：
  1. The tickets, forms and operational rules related to these Guidelines shall be defined separately by the Corporation.
  2. These Guidelines shall be enforced upon the date of promulgation.
Lost and Found Services：
If you have lost an item on board a THSR train or within THSR station premises, you may contact our service counter for “Lost & Found” services.
  1. Lost Property Registration: Fill in a “Lost & Found” form, providing a description of the item lost, citing visible features of the item, information on date and possible places of losing the item as well as your name, address and contact numbers.
  2. Lost Property Collection: In the event you are unable to personally collect the recovered item, you may nominate a third person to collect on your behalf, providing that the third person must produce his/her ID card for identification purpose and a Proxy for Collection form duly signed by you.
  3. Retention of Lost Property: THSR Lost and Found Services will retain any recovered items found on THSR trains and station premises while the recovery of such items will be posted on THSR Station Bulletin on a weekly basis.
  4. Unclaimed Items: Recovered items that remain unclaimed for more than a year will be turned over to the finder or otherwise be dealt with by THSRC as it deems fit.
  
 
 
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