Zhixing AI Chatbot Cancels Waitlist After Treating Questions as Commands

A Zhixing train-ticket app user said the AI customer-service chatbot canceled her waitlist after she asked how to cancel proxy ticket grabbing. Zhixing customer service told Zhengzai News the company had not done well enough in this area and would seek optimization.

Incident

On 23 September 2026, a passenger said that while using the Zhixing train-ticket app she asked the AI customer-service chatbot how to cancel a proxy ticket-grabbing request. The chatbot canceled the order. The waitlist position she had held was cleared, and she had to join the waitlist again.

Screenshots of the chat show the passenger first asked how to cancel proxy grabbing, then asked whether to tap cancel grabbing. The chatbot treated the questions as commands and completed a ticket cancellation for her.

Independent check

The outlet Zhengzai News used the same wording with the Zhixing AI customer service on the app. The order was canceled as well.

Vendor response

The same day, Zhixing train-ticket customer service told Zhengzai News it would pass the issue to relevant departments for optimization. The company said it had not done well enough in this area.