Some travelers who canceled their online train ticket booking during Spring Festival travel rush have failed to get a refund, the Guangzhou Daily reported.

Despite a month passing since the Spring Festival rush, the online train ticket booking website 12306.cn had said those who canceled bookings would get their money back within 15 to 20 days.

The online service was launched by the Ministry of Railways on Dec 21 last year in an effort to ease the burden of buying train tickets during Spring Festival.

But the new system has been plagued by errors, including crashing due to too many hit and failing to provide tickets even after withdrawing the customer’s money.

Those still waiting for a refund are advised to ask for their bank for a trade number and refer it to the customer services department of the railway who will verify and handle the refund, the paper said, quoting a service staff member on the hotline 12306.