You need a ticket for a child or elderly passenger
Under 1.2m rides free; 1.2-1.5m is half price. Elderly get no discount but staff can assist.
Under 1.2m free; 1.2-1.5m half price.
What you'll see
If you are booking for others, the rules differ by height and need the passenger's document:
Why it happens
Children under 1.2m ride free (no seat), 1.2-1.5m pay half, over 1.5m pay full. Elderly get no discount but station staff help with boarding and luggage.
Every case shows the diagnosis and the first step - free. The full step-by-step fix for this exact case, the decision tree, and the offline kit are $9.99.
When the fast fix isn't enough
In the kitThe kit gives the passenger-add steps per app and the 12306 wheelchair-request line, so group booking goes smoothly.
1. Add-passenger steps per app
Exact menu path to add a child or elderly passenger with their document.
2. The trigger matrix
Height thresholds and which need a document vs which ride free.
3. Offline printable version
The steps as a printable card.
The notice is on the wall. The parcel still has your name on it.
One question, two paths. Your answer picks the road.
When the app says no, the counter can always say yes.
If nothing works
If the app rejects the child's document:
- Go to a station window to add the passenger in person.
- Try the other app (12306 vs Trip.com) with the same document.
- Ask staff to help board and with luggage for elderly travellers.
Four levels deep — a closed gate is never the end of the trip.
Station staff can usually solve in one minute what the app refuses to.
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Most travellers know about three of these before they fly. This one is often not one of them.
Official sources
Verified against these sources on 2026-09-20.