1.If you haven't printed the official receipt, and the ticket was bought on our official website, you can login and refund in "Manage My Booking". 2.Go to our offices or ticket counter with the related documents. 3.Send a email to firstname.lastname@example.org, include the order number, the copy of the passenger and express the passenge rwill assume related charges voluntarily. 10mins later, please call our customer service hotline (+8621)95524 to make sure we've get your email. 4.If you've printed the official receipt, please go to our offices or ticket counter with the related documents and the official receipt.