误购免费退票，铁路让旅客出行感受服务温度

Core Viewpoint - The introduction of a limited-time free refund service for mistakenly purchased train tickets by the 12306 platform reflects a significant improvement in customer service, aiming to enhance the travel experience for millions of passengers [1][2]. Group 1: Policy Changes - Starting January 19, the 12306 platform allows passengers to self-process refunds for mistakenly purchased tickets within 30 minutes of payment, provided the departure is more than 4 hours away, without incurring any fees [1]. - The evolution of the refund policy has transitioned from high fees established in 1997 to a tiered refund system in 2013, and further optimizations in 2021, demonstrating a responsive approach to changing passenger needs [1]. Group 2: Service Optimization - The free refund service is a result of extensive research and data analysis conducted by the railway department, focusing on common passenger complaints and feedback [2]. - The service enhancements are part of a broader strategy that includes various initiatives aimed at improving passenger experience, such as the introduction of high-speed trains and special fare discounts for specific groups [2]. Group 3: Implementation Details - The refund policy distinguishes between electronic payments and points payments, ensuring the rights of different ticket purchasers are protected [3]. - A limit of one order per day for refunds is set to balance service accessibility with operational sustainability, while also allowing for on-the-spot exchanges at physical ticket counters [3]. - The policy does not count against the regular free refund quota, showcasing flexibility and inclusivity for travelers [3].