unable to pick tickets at the station

Question

Hello, I recently ordered ticket through 12306.cn and when I went to the ticket office at Beijing Railway Station (Central) they would not print my tickets as the woman behind the counter stated that our names were in the incorrect order to our passports (my friend and I are UK citizens.) The names were spelt correctly and the information was in the correct boxes when filled out on the website, however they refused to print the tickets and made us buy tickets for 400 yuan extra (we had to refund the existing tickets- losing 20% off the original value as we were travelling that evening.) They would not re-sell us our existing tickets saying the train was sold out. This was at the English speaking window.I just would like some reassurance that if I was to book through your website, that this would not happen again, as I presume the eticket number you issue after purchase is via 12306.cn.

TravelChinaGuide · Answer

Dear Gavin,Thank you for enquiry!We guess that you put your family name after your given name when you booked online. However, your family name on your passport is in the first line and the given name is under it. So the woman at Beijing Railway Station said the name was in incorrect order. As a professional travel agency, we have experienced operators and we try our best to make sure every client get his tickets on time. so we assure you the situation you mentioned will not happen if you booked with us. Thanks for your attention.

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UNABLE TO PICK TICKETS AT THE STATION