China Railway 12306 says eligible key passengers may request assisted station access, boarding help and free station wheelchairs. Online requests should be filed at least six hours before departure and each transfer leg needs a separate request.
Check whether the traveller fits the service scope
12306 defines special key passengers as people who, because of age, behaviour or physical condition, rely on mobility aids or need special care. Eligible services include easier station access, priority screening and ticket checks, guidance, boarding assistance, and free station wheelchairs or stretcher carts.
Approval depends on the ticket, identity, stated need and supporting documents; it is not automatic with a ticket. International travellers using passports should match every detail to the booking. If the online form cannot verify the document, contact 12306 or the station promptly.
Remember the six-hour and sixty-minute thresholds
Online requests must be filed at least six hours before departure with the actual origin, destination, train, need and valid supporting material. Under six hours, request help at the station no later than sixty minutes before departure. During holidays, add extra time for entry and identity checks.
One request does not cover a multi-train journey. 12306 requires a separate submission for every transfer leg. Cross-station transfers, vehicles outside the station and hotel pickup need separate arrangements.
Plan pickup, luggage and ceramics together
Tell the driver whether the wheelchair folds, the group size, baggage count and ceramic-package dimensions, and agree a legal drop-off point. Do not hang fragile ceramics from wheelchair handles or leave them in an aisle; assign a companion to manage them.
A guide or driver may interpret, carry and coordinate, but cannot approve railway assistance. Recheck the train, waiting area and service contact before departure. Station and 12306 instructions control after any train change.