Frequently Asked Questions

Yes.

Can I get a refund on a ticket for someone else?

Yes. For refund at station, the authorised person must provide the passenger's and his/her identification document together with the order number.

For a ticket bought in HKD, will the refund value be affected if the fare for the same train is different at the time of refund due to adjustments of exchange rates?

Refunds are based on the fare at the day of purchase and are not affected by changes in exchange rates.

Can a train ticket be refunded after it is used?

Normally, a ticket cannot be refunded after it is used. However, if a passenger alights mid-journey due to injury or illness, the train captain will issue a passenger record to the passenger and any difference between the fare collected and the fare of journey travelled will be refunded accordingly. The same applies to accompanying passengers.

Will full fare be refunded due to a fault of the railway operator?

In the event of train service suspension or disruption, full fare will be refunded for unused tickets or for the affected passengers who are sent back to their departure station. Partial refund applies when passengers are requested to alight in the mid-journey. No refund of surcharge due to violation of rules or for those passengers who have completed their journeys. If the Class of Travel is downgraded due to a fault of the railway operator or natural disasters, the difference in fare will be refunded.