Frequenty Asked Questions
Tickets cannot be refunded after alteration.
Refunds are based on the fare at the day of purchase and are not affected by changes in exchange rates.
Yes, they can be refunded in batches.
Yes. The person processing the refund must provide the original or photocopy of the identification document of the traveller and an original, valid identification document of the person processing the refund.
For tickets purchased using a credit card, the fare will be refunded to the credit card. For tickets purchased online or via the tele-ticketing hotline, you are not required to produce the credit card for the refund. For tickets purchased at a ticketing counter at Hong Kong West Kowloon Station using a credit card or mobile payment or at a ticket machine using contactless credit card payment, travellers must produce the credit card or UnionPay card used to make payment for the refund. For tickets purchased through the ticket agent, refunds will be made in cash regardless of whether the purchase was made with a credit card, so travellers are not required to produce the credit card used for payment in such cases.
Refunds cannot be processed online. Please go to ticketing counter at the Hong Kong West Kowloon Station for the service.
Refunds cannot be processed via the tele-ticketing hotline. If necessary, visit a ticketing counter at the Hong Kong West Kowloon Station.
Refunds can be processed based on the operating and sales regulations of the individual ticket agent. Under normal circumstances, tickets purchased with a ticket agent that have not been altered, refunded and collected can be refunded at the respecitve agent before the refund cut-off time. Tickets that have been collected must be refunded at the Hong Kong West Kowloon Station.
Tickets purchased via a Hong Kong channel that have been collected can be refunded at a Mainland station, subject to terms and conditions. Click here for more information.
Tickets purchased via a Mainland channel that have been collected can be refunded at the Hong Kong West Kowloon Station, subject to terms and conditions. Click here for more information.
Regardless of whether a ticket is used, travellers must process the refund before the train departs. Click here for more information.
Normally, a ticket cannot be refunded after it is used. However, if a traveller alights mid-journey due to injury or illness, the train captain will issue a passenger record to the traveller and any difference between the fare collected and the fare of journey travelled will be refunded accordingly. The same applies to accompanying travellers.
In the event of suspensions or disruption of train services, the fare will be refunded in full for any unused tickets or when the train returned to the departure station mid-journey; for trains that stop at a station mid-journey, the difference between the fare collected and the used portion of the journey will be refunded. However, no refund will be provided for any additional payment collected due to violation or if the train arrives at the destination station. In the event that the class of travel is downgraded due to a fault of the railway operator or natural disasters, the difference in fare will be refunded.