How Our Services Are Delivered
All bookings are for rail travel services, delivered digitally (contract, confirmation and itinerary documents) and in person (your journey on board and the accompanying ground program), beginning on the departure date of the departure you have booked.
Immediate Confirmation — Within 24 Hours of Payment
•Within 24 hours of successful payment, you will receive your electronic contract, a booking confirmation email, and the itinerary route book, giving you a clear and complete overview of your order.
•Your booking is confirmed and held once payment (or the required deposit) is received.
Payment Schedule
•For bookings made more than 60 days before departure, 30% of the total trip price is payable first; the remaining balance must be paid by 60 days before departure.
•For bookings made within 60 days of departure, full payment is required.
7 Days Before Departure
•Your personal service butler will invite you to your dedicated customer service group and host a pre-departure briefing, sharing travel tips, precautions, and the highlights of your itinerary.
1 Day Before Departure
•Your butler will call you personally to confirm your boarding time and location, and review your airport transfer arrangements, so you can set off with complete peace of mind.
Departure Day
•A special welcome package awaits you on boarding, and your butler accompanies you throughout — the start of your Silk Road journey.
Throughout Your Journey
•One-on-one butler service is available at all times — reach out whenever you need assistance.
•Final train schedules, dates, and timings are subject to confirmation by the railway authority; you will be notified of the confirmed schedule once available.
If a Departure Cannot Operate
If we notify you within 30 days before the start of the trip that your departure cannot operate, we will first offer you alternative arrangements — a transfer to another departure, a postponement, or a change of route.
•If you do not accept the alternative arrangements and choose to terminate the contract, we will refund all travel fees already collected from you.
•If we terminate the contract within 30 days before the start of the trip, we will likewise refund all travel fees already collected from you.
Contact Us
For any questions regarding your booking, payment, or delivery of services, please contact our customer service team: +86 400-115-5831, or email silkroadexpress@fosun.com.