Contact us
We answer in 12 languages, usually within a few hours.
support@traintickets.travel — please include your order number (it starts with TT) so we can pull up your booking straight away.
Before you write
- Check your order status under My bookings
- Refund and change rules are on the refund policy page
- Booking questions are usually answered in the help centre
What to include
- Your order number (it starts with TT) if you already have one
- The passenger name exactly as it appears on the passport, if the question is about a booking
- The travel date and train number, if you are asking about a specific departure
- What you want us to do — cancel, change, or check something
The more of this you include, the fewer emails it takes to resolve. We never ask for your passport number by email: if we need it, we will point you to the secure form in your booking.
Urgent, same-day travel
Write “URGENT” in the subject line. Same-day requests are handled first.
What happens next
A person reads and answers every message — there is no auto-responder, so allow a few hours. Messages that arrive overnight in China (UTC+8) are answered the next morning. If you do not see a reply, check your spam folder before writing again.