How do I request wheelchair assistance for a Chinese train journey?

At a glance

• The current 12306 instructions require online applications at least 6 hours before travel. Under 6 hours, station applications should be made no later than 60 minutes before departure. [1]
• Registered users may apply for themselves or other passengers; the identity information must match the valid ticket. [1]
• The service covers eligible travellers needing special care, including those dependent on assistive equipment, and requests relevant supporting material. [1]
• Listed support includes priority checks, guidance, boarding/alighting assistance and free station wheelchairs or stretchers where arranged. Submit a separate request for every connecting leg. [1]
• For Hong Kong West Kowloon, MTR separately asks for wheelchair/boarding assistance reservation 1 day ahead. Use the actual operator's process for that segment. [2]

What to do next

1. Before booking, describe the help needed: distance you can walk, stairs, transfers, your own wheelchair and any companion support. Choose a journey with manageable connections and keep the station-to-hotel access in the same plan.
2. Buy the valid ticket with matching identity details, then open 12306's Station Services → Priority Passenger Reservation, or the personal-centre Warm Services entry labelled 重点旅客预约. Read the current service instructions before completing the request.
3. Enter the actual boarding station, destination, train and assistance needs and provide the requested supporting evidence. If the journey has more than one train, submit the separate application for each leg rather than assuming one request follows you through the route.
4. Keep the application result and railway contact details with the ticket. Confirm the meeting point, arrival time, equipment and handover arrangement so you know where support begins and what your companion still needs to manage.
5. If travel is within 6 hours, go to the boarding station's staffed service route early enough for the stated 60-minute deadline. Explain the issued ticket and specific need directly instead of repeatedly trying an online window that has closed.
6. At departure, report to the agreed point with the passport and supporting records. After any ticket change, update the assistance arrangement for the new train and station before relying on the original confirmation.

If your situation is different

You use your own powered wheelchair: provide its dimensions, weight and battery details and ask about the actual boarding/storage arrangement. A request for a station wheelchair does not automatically describe transport of your own equipment.

You can walk but need help with stairs or long distances: state that clearly and supply the evidence requested for the service. Ask where seating and support are available along the actual station route.

You connect between trains: coordinate the arrival handover and next boarding request separately, including a station change if applicable. Allow time for the full movement rather than only the scheduled train-to-train gap.

You depart West Kowloon: follow MTR's separate advance request and wheelchair-space arrangements. Its listed assistance boundaries and companion needs should be read alongside the mainland leg.

Common mistakes

• Applying with details that differ from the ticket: match the identity, station and train.
• Using one request for several train legs: submit each segment as instructed.
• Waiting until the final boarding minutes after the online cutoff: meet the station-application deadline.
• Assuming assistance includes every personal-care or luggage task: agree what staff and companions each handle.

Quick questions