Barrier-free Train Trip
All High Speed Rail staff are trained to assist passengers with disabilities. Should you need a wheelchair for use within the station or assistance in boarding the train, please make a reservation* through our Service Hotline（852）2120 0888 one day before your journey.
Whilst we are happy to provide assistance to any passenger with disabilities who relies on a wheelchair or other assistive devices and who is holding a valid ticket for travel, station staff are unable to provide assistance if the passenger does not meet these conditions.
Due to safety regulations our staff are not able to:
- provide personal care services, including assistance with feeding, taking medication or using the toilets
- provide assistance in carrying baggage
If such assistance is required, we suggest you arrange for a caregiver to accompany you on your journey.
*This service will be provided on a first-come, first-served basis. Please note that we may need to adjust the service subject to availability, hence a longer waiting time should be expected for those without a confirmed reservation.
Passengers with special needs can reserve a wheelchair seat with our staff during ticket purchase.
MTR Corporation cares about the needs of passengers with disabilities. We are continuously striving to improve facilities and provide the disabled, as well as other passengers with special needs, barrier-free train access to help them enjoy MTR services. All major exits at Hong Kong West Kowloon Station are equipped with barrier-free access to facilitate exit from and entry to the station.
Currently, Hong Kong West Kowloon Station has 64 lifts that connect the different levels and ground floor of the station to make it easy for wheelchair users to enter and exit the station and use the facilities.
Staff Assistance Counters at Level B1 will provide assistance for identity verification under the Real Name Ticket Policy and ticket checking.
Barrier-free Ticketing Counter
A barrier-free ticketing counter with an induction loop system is available at Level B1. Hearing impaired passengers are invited to use this counter for all ticketing and enquiry services.
Information Cards
Information Cards, to assist with communication between hearing impaired passengers and station staff, are available at the Information Counter, Level B1.
Passenger Information Display Systems
Passenger Information Display Systems provide visual messages for passengers. They are installed at the entrances and concourses, with a next train to depart visual message always displayed on platforms. Trains are also equipped with displays showing the name of the next station as well as operating and safety information.
Audible Lift Messages
Audible messages indicating travel direction and floor level are broadcast in all passenger lifts.
Tactile Guide Paths
Tactile guide paths are provide directions for visually impaired passengers to different station facilities.
Escalator Audible Warning Signals
To help visually impaired passengers locate escalators and identify the running direction, audible warning signals are installed on all escalators at platform level and in the concourse.
Tactile Station Layout Maps
The Station is equipped with Tactile Station Layout Maps to familiarize visually impaired passengers with the station layouts.
Facilities with Braille Plates
Braille plates are installed at accessible toilets, lift buttons, lift level plates and staircase handrails.
Broadcasts at Platform Level and On-board Trains
Automatic voice announcements will be broadcast to remind passengers to board the train immediately when a train is about to depart soon. All trains are equipped with a digital broadcasting system which automatically gives the name of the next station.
Barrier-free Ticketing Counter
A barrier-free ticketing counter is available at Level B1. The counter is designed to be easily accessible for passengers using wheelchairs.
Priority Lane
Passengers with special needs should use the Priority Lane to enjoy a smoother process for real-name checking/ticket verification, baggage and security checks.
Accessible Toilets
Designated accessible toilets equipped with handrails and call buttons are provided in the Station and on the Vibrant Express to meet the needs of mobility impaired passengers.
Wheelchair Space inside the Vibrant Express
Two dedicated wheelchair spaces are provided in car number 7 in the Vibrant Express. Passengers who depart from Hong Kong West Kowloon Station and would like to reserve a wheelchair space for their journey should go to the Ticketing Counters at Level B1.