Notes for Passengers
Instructions for Passengers

Code of Conduct for Shanghai Rail Transit Passengers

1. Subject to Article 29 of the Regulations on Administration of Shanghai Rail Transit (hereinafter referred to as the Regulations), we hereby formulate this Code.

2. The passenger shall comply with the Code.

3. The passenger shall comply with the following ticketing management regulations:

(1) The passenger shall hold a valid ticket;

(2) The passenger who overtakes stations shall pay the excess fare; After entering the charging zone, the passenger shall go out of the charging zone within a reasonable time; otherwise, the passenger shall pay one-way fare retroactively according to the network minimum fare;

(3) The passenger who is entitled to concession terms shall hold valid travel documents. Passengers shall not use impersonation documents or forged travel documents.

4. Among those who are entitled to free metro are the disabled servicemen with the "Disabled Serviceman Certificate of the People's Republic of China", the retired veterans with the “Retired Veterans Honor Certificate of the People's Republic of China” or the “Retired Veterans Honor Certificate of the People's Liberation Army”, the blind with the “Certificate for the Blind in Shanghai”, the family members of revolutionary martyrs with the “Preferential Card for Family Members of Revolutionary Martyrs in Shanghai”, and the disabled police with the “Disabled People's Police Certificate of the People's Republic of China”.

5. Passengers shall keep waiting in the security line. Passengers shall let others off first before getting on and mind the gap between the platform and the train; when train doors buzz and warning lights of doors, screen doors and security doors flash, the passenger shall not exit or board the train; when doors open or close, passengers shall not touch the doors; when the train arrives at the terminal, all passengers shall get off.

6. Priorities for boarding or exiting the train are given to passengers in need of help, including the old, young, sick, disabled, or pregnant and whoever embraces an infant while other passengers shall vacate the seats for them.

7. Passengers can bring for free a child with height no more than 1.3 meters (including 1.3 meters). If the number of the children is more than one, they shall buy tickets by the excess number. The preschooler not accompanied with adult may not travel alone.

8. The items carried by the passengers shall not affect the travelling of others, and may not be more than 23 kg in weight, not more than 0.2 cubic meters in volume, or not more than 1.7 meters in length.

9. The following acts are prohibited:

(1) Intercepting the train;

(2) Unauthorized entry into tracks, tunnels and other prohibited zones;

(3) Climbing or getting across walls, fences, railings or turnstiles;

(4) Getting on and off by force;

(5) Smoking, spitting, urinating, spitting gum residue or littering;

(6) Unauthorized graffiti, carving, painting or posting;

(7) Unauthorized stall opening, vehicle parking, debris stacking, performing, advertisement distribution or sales activities;

(8) Begging, lying down, and picking up discarded items;

(9) Carrying live birds and cats, dogs (except guide dogs) and other pets;

(10) Carrying bicycles (including folding bicycles);

(11) Carrying the flammable, explosive, toxic, radioactive, corrosive items and other dangerous goods liable to jeopardize the personal and property safety;

(12) Carrying items with serious odor or fragile, sharp objects without safety packaging;

(13) Using skateboards, roller skates;

(14) Use of emergency or safety devices under non-emergency circumstances.

10. The barefooted, the shirtless, those wearing greasy clothing, drunken perpetrators, patients with potent infectious diseases, mental patients without guardians or those whose health condition may endanger the safety of others, shall not be allowed to enter the station or get on the train.

11. Passengers shall on their own initiative keep the station and the train compartments clean. Food and drink, loud noises or stamping on the station and compartment seats are prohibited.

12. Passengers shall properly use rail transit escalators, automatic fare collection machines, public transportation card top-up machines and other related amenities. The passenger shall give appropriate financial compensation for any damage on the amenities on the part of the passengers.

13. Passengers shall on their own initiative abide by the instructions for ticketing, security and other aspects of the rail transit business, accept and cooperate with security checks, comply with the use instruction of the service of contingency facilities, comply with the management of the rail transit staff. When a dispute arises, they shall report it to the rail transit business, but shall not affect the normal operation of the rail transit management staff and rail transportation.

14. Passengers in violation of the Regulations and other relevant laws and regulations shall be punished in accordance with the Regulations and other relevant laws and regulations.

15. This Code shall come into effect as of June 26, 2016.




Regulations on Administration of Shanghai Rail Transit (Excerpts)

Article 21 A rail transit business shall provide information service for passengers in accordance with the requirements below:

(1) Informing passengers of trains’ arrival, departure intervals, safety tips and other notices by broadcasting, LED and other means;

(2) Displaying in conspicuous places of stations the first and last running time of trains, the train's operating conditions and the transfer instructions;

(3) Providing enquiry service at the stations, where the station staff shall answer passengers’ enquiries in a timely and accurate manner;

(4) Informing passengers by various means of information release in case the first and last running time of trains needs to be adjusted, or abnormity occurs, or facility malfunction affects train operation.

Article 41 The following behaviors doing harm to the rail transit facilities shall be prohibited:

(1) Use of emergency or safety devices in any non-emergency condition;

(2) Damages to trains, rails, roadbeds and other facilities, and tunnels, overpasses and train stations as well as affiliated facilities;

(3) Intervention of electromechanical devices and communication sign systems;

(4) Other acts of damage to the rail transportation facilities.

Article 44 A rail transit business shall timely divert passengers with added transportation capacity for an influx of passengers due to holidays, large mass activities and the like.

In case of emergencies whereby a sudden passenger influx may endanger the operation safety, the rail transit business shall, according to relevant provisions, take measures to control passenger flows to guarantee the operation safety.

In case the control of passenger flows and other measures fails to guarantee the operation safety, the rail transit business may suspend the operation of part or whole of a metro line, and shall immediately report to the municipal traffic administrative department.

The municipal traffic administrative department shall divert crowds and take other countermeasures for the stranded passengers as a result of flow control and operation suspension.


Five Service Commitments

1. The service windows shall adopt the first-asking responsibility system, serve passengers in Mandarin Chinese, with the use of courteous expressions (Hello, Please, Thank You, Sorry, Goodbye, etc.)

2. The first/last trains run as scheduled.

3. Tickets shall be refunded with an apology for a train delay of more than 15 minutes.

4. The 24-hour metro service hotline (+86-21-64370000) all year round is available. A reply shall be given for a passenger’s complaint within 3 working days.

5. Disabled revolutionary servicemen or policemen, family members of martyrs, retired cadres and the blind are entitled to free metro. Special services shall be provided for the disabled.


Industry Supervision Hotline: +86-21-12319

Metro Service Hotline: +86-21-64370000


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