Frequenty Asked Questions

What can and cannot be altered?

The date of departure, train number and class of travel can be altered, while the name of traveller and train station cannot be altered.

Is there any service fee for ticket alteration?

MTR does not charge a service fee for ticket alteration.

Can an altered ticket be altered again by paying a service fee?

No. Each ticket can only be altered once.

Why is the fare different from the original fare when changing to another train number on the same day of departure?

Alteration of tickets via Hong Kong ticketing channels will be based on the original currency of the booking. For alteration of tickets which are sold based on the HKD fare, the fare for the new ticket will be the valid HKD Implemented Fare for the current month.

Therefore, the new ticket fare may not be the same as the original one even if it is only another train of the same class of travel on the same day. Alteration made via Mainland channels is based on the RMB fare on the day of departure. Normally, the RMB fare for a different train number on the same day should be the same.

What happens when the fare after alteration is different from the original fare?

Additional payment would be required, or excess payment would be returned. If the fare after alteration is higher than the original fare, travellers will have to pay for the new ticket in full and the original fare will be fully refunded; if the fare after alteration is lower than the original fare, the difference will be returned to travellers.

Can all tickets be altered online or via the tele-ticketing hotline?

No. Only tickets purchased online that have not been collected can be altered online. Similarly, only tickets purchased via the tele-ticketing hotline that have not been collected can be altered via the tele-ticketing hotline. Tickets purchased through the ticket agent that have not been collected can be altered at the respective ticket agent. Tickets that have been collected can only be altered at the station. Click here for more information.

Can a ticket purchased via a Hong Kong channel be altered in the Mainland?

Tickets purchased via a Hong Kong channel that have been collected can be altered at a Mainland station, subject to terms and conditions. Click here for more information.

Can a ticket purchased via a Hong Kong channel be altered in the Mainland?

Tickets purchased via a Mainland channel that have been collected can be altered at the Hong Kong West Kowloon Station, subject to terms and conditions. Click here for more information.

Can travellers alter the class of travel while onboard a train?

If seats are available, travellers can alter their class of travel while onboard a train. If the fare after alteration is higher than the original fare, the difference in fare will be collected; if the fare after alteration is lower than the original fare, the difference in fare will not be returned. An administrative fee will be collected in both cases.

If a booking comprises Adult Ticket and Child Ticket, can the Adult Ticket be altered, while the Child Ticket remains unchanged?

Yes. If the Child Ticket is purchased using the identification document of the accompanying adult, the child will no longer travel with the original accompanying adult after the alteration. When collecting the Child Ticket, the identification document of the original accompanying adult must be produced. Please note that there should have at least one Adult Ticket remained with the Child Tickets for the same journey after alteration of the booking.

If a booking comprises both outbound and return tickets, can they be altered in one transaction?

No. Tickets for the outbound and return journeys must be altered separately.

For a booking that contains multiple tickets of the same train number, can I ask to be seated together while processing the alteration?

Under normal circumstances, the system will automatically assign seats that are close to each other, except when making alteration via the tele-ticketing hotline. Tickets purchased via the tele-ticketing hotline that have not been collected can be altered via the tele-ticketing hotline. However, as the tickets must be altered individually, the seats maybe not be close to each other. Travellers who want to be seated together should consider making the alteration at Hong Kong West Kowloon Station.