1. How do I join as a member? Are there any fees?
- Joining as a member does not require any fees! You can choose to log in directly using your Gmail account or register to become a member.
2. What should I do if I forget my password?
- Simply click "Forgot Password" on the login page, enter your account username, and submit. The system will send a password reset email to your e-mail mailbox. Click the link in the email to proceed with the password reset.
3. After successful payment on the website, how do I get the electronic ticket (QR code)?
You can obtain it through either of the following methods:
- Via the Website: Go to [Member Center] → [My Orders] → [Paid] → [View].
- Via Email: The system will send the electronic ticket (QR code) to the e-mail address of the order contact person. Open the email to retrieve it.
4. How do I book attraction tickets and THSR tickets?
- Please first select the attraction itinerary product and then add the THSR ticket to enjoy an exclusive discount of at least 15% off the THSR standard/business class reserved seating.
- The reservation opening time for tickets is subject to the Taiwan High Speed Rail Corporation's announcement. The current regulation is from 29 days (including the travel date) before the ride date up until 60 minutes before the scheduled train departure. On Fridays and Saturdays, tickets can be booked up to four weeks in advance until Sunday (special holidays will open reservations earlier; please refer to the THSR Corporate Website for information).
5. How do I collect the attraction itinerary ticket and the THSR ticket?
- Attraction Itinerary Ticket Collection: Go to the Platform's [Member Center] → [My Orders] → [Paid] → [View], or retrieve the electronic ticket (QR Code) from your email for on-site scanning and exchange.
- THSR Ticket Collection: Please use your THSR booking code and ID number to collect the ticket at a THSR station ticket window, automatic ticket machine, convenience store (handling fee applies separately), or via the THSR T-EX Mobile Ticketing App.
6. How do I cancel a booking and apply for a refund (Refund Process)?
- No refund will be provided once the product has been redeemed and used. If the product has not been redeemed and has not expired, please submit an application via the [Website] Member Center → My Orders (Paid Orders) → Request Refund.
7. Can the attraction itinerary or THSR ticket be cancelled or changed separately?
- No. The THSR ticket and attraction itinerary are bundled products; the entire order must be cancelled simultaneously. It cannot be retained separately or partially refunded.
8. How do I change or cancel the attraction itinerary?
- The attraction usage date cannot be changed online. If a change is required, please cancel the original order and rebook. The refund standard for each attraction itinerary is subject to its refund policy, and customer service will assist in processing the request according to the regulations. Attraction tickets must be cancelled together with the THSR ticket and cannot be retained separately.
- If the THSR ticket has already been collected, please process the refund at the THSR station or the original ticketing channel 30 minutes before departure and obtain proof, then submit an application via [Member Center] → [My Orders] → [Request Refund].
9. How do I change or cancel the THSR ticket when it has not been collected?
- The THSR ride time and date cannot be changed online. If a change is required, please cancel the original order and rebook.
- Cancellation Handling Fee: 0% for cancellations made 30 minutes or more before departure; 100% for cancellations made within 30 minutes before departure.
10. How do I change or cancel the THSR ticket after it has been collected?
Once the ticket has been collected, it cannot be processed on this Platform.
- Change: Please bring the ticket to the THSR station ticket window no later than 30 minutes before the scheduled departure date; each ticket is 'limited to one change of train on the same day'.
- Cancellation: You must bring the ticket to the THSR station ticket window or the original convenience store ticketing location for a refund no later than 30 minutes before departure. The fare will be returned in cash after deducting the handling fee. (If collected via the T-EX App, the refund must also be processed at the THSR station ticket window.)
11. How are THSR tickets refunded in case of a typhoon?
- From the date the sea typhoon warning is issued until the date it is lifted, passengers may process a refund at any station ticket window within 1 year from the date of travel. Upon confirmation by station staff that the THSR ticket was unused, the actual fare paid will be refunded, and the handling fee will be waived.
- If a refund is processed at a convenience store 30 minutes or more before the original scheduled train departure time, the "THSR Ticket Refund Handling Fee" may be waived, but the "Convenience Store Service Fee" will still be charged according to the respective vendor's regulations.
- The original purchase or collection handling fee will not be refunded.
12. Can the invoice type be changed after the invoice is issued?
- No. According to regulations, the invoice type cannot be changed once the invoice has been issued. If the data on a Triple-Copy E-Invoice is incorrect, please email the customer service mailbox (service@fontrip.com.tw) within 5 calendar days after issuance to apply for voidance and re-issuance (approx. 15 working days required).
13. Can I specify the invoice issuance date, other items, or amount?
- No. Invoices are fully processed by an automated system for numbering on the payment request date (not the order date), and the content is based on the details at the time of booking.
14. How do I contact Customer Service?
- Customer Service Email: service@fontrip.com.tw
- Customer Service Hotline: 03-5910052
- Service Hours: Monday to Friday (excluding national holidays), 9:00 AM–12:00 PM and 1:00 PM–5:00 PM.