Handy travel tips during train service disruptions
In case of train service suspension, simply follow these simple steps to help you continue your journey:
Latest Service Information
Check the latest service information through the official channels:
| Mobile app | Website | |
|---|---|---|
| High Speed Rail |  |
www.mtr.com.hk/highspeed |
| 12306 |  |
www.12306.cn |
From Hong Kong West Kowloon Station
- Stay calm and be patient
- Check the announcements and updates on the Passenger Information Display System
- Follow staff instructions
- Allow more time for travel and immigration procedures
- Walk to Austin Station and take the Tuen Ma Line to Hung Hom. Then take the East Rail Line at Hung Hom and enter the Mainland through Lo Wu or Lok Ma Chau
- Look for other cross-border transport options to reach your destination
💡If you are in Ticketing Concourse on Level B1, you can consider the following options:
From the Mainland Stations or On the Train
- Check the latest service information through 12306 official mobile app or website
- Pay attention to train announcements or updates on the Passenger Information Display System
💡If your train to Hong Kong is cancelled, you can consider taking the East Rail Line from Lo Wu or Lok Ma Chau to reach your destination
Ticket Refunds
In the event of train service suspension or disruption, ticket refunds can be obtained through:
| Without Connecting Ticket | With Connecting Ticket |
|---|---|
| From the day of cancellation up to 3 days after the original arrival date | |
| Process at ticketing counters / through 12306 ❗Connecting tickets must be refunded together❗ |
|
| 3 days after the original arrival date | |
| The system will automatically process refunds for cancelled trains* | Cannot process connecting ticket refunds |
| •Electronic payment/ Purchased through 12306: 💲Refunds will be returned within 7 working days using the original payment method •Cash payment/ Purchases through designated ticketing agents/ Reimbursement receipt collected: •Bring the original identification document used for purchase and any reimbursement receipt (if applicable) •📍Collect the refund at ticketing counter /Mainland station |
|
💡Please ensure that the refund fee is $0 before proceeding. Please go to the ticketing counter if you have any question
Train service during adverse weather
Please take the following into consideration before your departure:
- Check the latest service information using the 12306 or High Speed Rail official mobile app or website
- If your train is cancelled:
- Consider modifying your ticket and itinerary
- If necessary, you can obtain a ticket refund
- Consider modifying your ticket and itinerary
MTR train services on other lines will be adjusted according to different typhoon signal levels. If you plan to take the MTR, please refer to the MTR website.