Tickets and Fares

Rules on Processing of Abnormal Conditions

1. Overtime riding: Upon entry to the paid area through the gate, passenger who fails to leave the paid area within the stimulated time limit shall pay a surcharge of the maximum single journey ticket fare of ordinary class carriage applied at whole network; if the passenger is found not to have paid voluntarily, a surcharge should be paid according to the Rules on Invalid Tickets. Except for the overtime riding caused by Operators. (Passenger with Discount Card shall pay a surcharge after calculation of discounts.)

2. Over distance riding: Passenger riding metro for mileage farther than that allowed by the paid fare shall pay for the difference before leaving the paid area; If the passenger is found not to have paid for the difference voluntarily, a surcharge of five times excess fare shall be paid (Passenger with Discount Cards shall pay a surcharge after calculation of discounts).

3. Both overtime and over distance riding: Passenger riding both overtime and over distance in the metro with single journey tickets shall pay the excess fare according to the relevant conditions of Clauses 1 and 2；If the passenger is found not to have paid voluntarily, a surcharge should be paid according to the Rules on Invalid Tickets (Passenger with Discount Cards shall pay after calculation of discounts).

4. Passenger holding tickets not meeting the class of carriage fare shall pay the fare difference before leaving the paid area; if the passenger is found not to have paid voluntarily, a surcharge of five times excess fare shall be paid.  

Conditions of No Valid Tickets

1. Passenger should ride metro with valid tickets and cooperate with ticket inspection by the staffs. The preferential cards and tickets shall be used together with valid preferential treatment documents. Station staff can request holders and users to cooperate with the investigation when the preferential cards and tickets do not match with the valid preferential treatment documents, also can consult with the organization which approve and issue the preferential cards, and tickets and preferential treatment documents.  

2. Passenger travelling with no ticket, an invalid ticket, a fake preferential treatment document or other person’s preferential treatment document shall pay the maximum single journey ticket fare of ordinary class carriage applied at the exiting station in the network, and shall pay a surcharge of 10 times of the aforementioned fare; if the passenger is confirmed to have ridden metro with aforementioned conduct for three times or the riding records are missing over 10 times within a year, Operators can send a letter to inform Public Credit Investigation Institution and request to record the passenger’s conduct in his personal credit information in the system.

3. If the passenger’s conduct of counterfeiting or altering the preferential treatment document also violates the public security administration rules, the passenger shall be sent to the Public Security authority for further handling.

4. Passenger shall keep the ticket during the journey. If the ticket (Shenzhen Tong etc) is lost in the paid area, the passenger shall pay the maximum single journey ticket fare applied at exiting station in the network; if the passenger is found not to have paid voluntarily, he will be treated as a passenger riding with no ticket.

5. A child between 1.2m and 1.5m in height takes the ordinary class carriage without ticket but with company of an adult shall pay the discounted fare for the same journey that the adult travelled, when such a child rides without company of an adult, the child shall pay the maximum single journey ticket fare of the ordinary class carriage applied at exiting station with corresponding discount rate; a child between 1.2m and 1.5m in height takes the business class carriage without ticket but with company of an adult shall pay the same fare as the adult, when such a child takes the business class carriage without company of an adult, the child shall pay the maximum single journey ticket fare of the business class carriage applied at exiting station. When a child taller than 1.5m takes the ordinary class carriage without ticket but with the company of an adult, the child shall pay fare for the same journey that the adult travelled; when such a child travels without the company of an adult, the child shall pay the maximum single journey ticket fare of the ordinary class carriage applied at exiting station. When a child taller than 1.5m takes the business class carriage without ticket but with the company of an adult, the child shall pay the same fare as the adult; when such a child travels without the company of an adult, the child shall pay the maximum single journey ticket fare of the business class carriage applied at exiting station.

Conditions of Refunding Tickets

1. A Single Journey Ticket can be refunded with the equivalent value of the ticket at the Customer Service Center on the condition that: the passenger is in the non-paid area, and the ticket is purchased on that day and without entry record, or the passenger is in the paid area within 20 minutes.

2. Unless the passenger is forbidden to ride metro or the refunding is initiated by Operators, the tickets or cards cannot be refunded in the paid area. Refund will be issued before boarding if the passenger carries the prohibited articles or oversize/overweight luggage, and the station will direct the passenger to exit the gate accordingly.

3. When passenger evacuation is requested or the train is delayed due to operation causes, the passenger may request ticket refunding or card info renewal within 5 days (excluding the day of incident) in any metro station.