Station Facilities

Ticketing Counters

Level B1

The Ticketing Concourse has a total of 28 ticketing counters to provide Cross Boundary and Mainland Domestic ticketing and other relevant services, including ticket purchase, refund, alteration, collection and lost tickets.

The ticketing office in front of the gates provides alteration and lost ticket services for passengers.

Level B2

The ticketing counter in front of the gates provides excess fares and lost ticket services for passengers.

Level B3

The ticketing counter at the Departure Concourse provides alteration and lost ticket services for passengers.

Information Counters

Level B1

There are 2 Information Countersthat provide departing and arriving passengers with information on facilities available at Hong Kong West Kowloon Station and answer passenger enquiries.

In addition, Hong Kong West Kowloon Station also has maps of Hong Kong West Kowloon Station and other practical information for passengers.

Tourist Services

Locates at B2 Arrival Hall, Tourist Services offers you a variety of MTR tickets, MTR and High Speed Rail Souvenirs and Theme Park admission tickets. Welcome to visit Tourist Services to obtain a wealth of information related to MTR and travel, which help you to plan your journey.

Tourist Services – Hong Kong West Kowloon

Address: Level B2 and Shop B2-13, Arrival Concourse, Hong Kong West Kowloon Station

Opening Hours: 08:00-20:00 (Mon- Sun)

Enquiry: (852) 3971 0118 / (852) 3971 0086

You can purchase the following travel related products

MTR Tickets and Souvenirs

Theme Park and Attraction Tickets

  • Ocean Park Tickets
  • Hong Kong and Shanghai Disneyland Park Tickets
  • Peak Tram Sky Pass (The Peak Tram + Sky Terrace 428)
  • Ngong Ping 360 Cable Car Ticket Redemption Vouchers
  • Madame Tussauds Hong Kong Tickets
  • Sky 100 Tickets
  • Macau Tower Tickets and other Macau attraction tickets

Other Travel Related Products and Services

  • Hotel Reservation in Hong Kong, Macau and the Mainland of China
  • Sightseeing Tours in Hong Kong
  • Dukling Harbour Cruise
  • Open Top Bus
  • Ferry Tickets to Macau and the Mainland China
  • Air Ticket Reservation
  • Prepaid Sim Card
Free Station Wi-Fi

Connect with the World using Free Wi-Fi at Hong Kong West Kowloon Station

Free Wi-Fi access is available in Hong Kong West Kowloon Station. Enjoy free Wi-Fi service by connecting to "MTR Free Wi-Fi" using an internet enabled smart phone / computer and stay connected with the world.


  • The use of the free MTR Wi-Fi service by each eligible Wi-Fi device is limited to a maximum of 4 sessions of 30 minutes each per day (from 00:00 – 23:59). A fresh session will start with every new connection. If the connection is disconnected and restarted, it will count as a new session.
  • First set the network name (SSID) to “MTR Free Wi-Fi”. You will be redirected to the MTR Free Wi-Fi Service login page automatically. Click the “Agree and connect” button after you have read and agreed to the Terms of Service. You can now enjoy the free Wi-Fi service.
  • Some mobile headsets will auto-switch from Wi-Fi to mobile data connectivity under certain circumstances. To avoid auto-switch to mobile data connectivity, you could consider switching off the data function when using the Wi-Fi service.
  • The free MTR Wi-Fi service is provided by Comba Telecom Limited . Comba Telecom Limited is responsible for the quality of service provided. All users are subject to the Terms & Conditions of Comba Telecom Limited listed on the first page when you access the Wi-Fi service.
Free Mobile Device Charging Service

Free mobile device charging service counters are located at Exit G (3), B2 Arrival Concourse (2) and B3 Departure Concourse (3) for passengers to charge their personal electronic devices.

We provide different types of charging sockets. In accordance with Hong Kong’s statutory safety specification, 3-rectangular-pin 13A plugs must be used. Passengers can use their own adapters to comply with the safety specification. All charging counters have USB sockets for passengers to charge their devices using a USB cable.

Business Lounge

Passengers of Business Class, Premium Class and First Class can access Business Lounge from Level B3 to enjoy a comfortable waiting environment.

Toilets / Nursing Rooms


Male and female toilets are available at every level of Hong Kong West Kowloon Station. In addition, accessible toilets are also available for passengers with special needs. Click here for more information on barrier-free facilities.

For location of the toilets, please check the map for each level or visit a Information Counter.

Nursing Rooms

Nursing rooms are located at B1 (3), B2 (4) and B3 (5). We clean and sanitise the nursing rooms regularly to ensure that they remain hygienic.

For location of the nursing rooms, please check the map for each level or visit a Information Counter.

Water Dispensers

Water dispensers are available at Level B3 Departure Concourse for passengers to use.

Barrier-free Facilities

Hong Kong West Kowloon Station provides the following barrier-free facilities and services for passengers with different special needs:

Mobility Impaired Passengers:

Wheelchair Seat Reservation

Passengers with special needs can reserve a wheelchair seat with our staff during ticket purchase.


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.

Wide Gate

The width of the wide gate enables wheelchair users to go through the gate without needing to ask for assistance from station staff.

Accessible Toilets

Designated accessible toilets equipped with handrails and call buttons are provided at Hong Kong West Kowloon Station to meet the needs of passengers with disabilities.

Wheelchair Space inside Car

Trains are equipped with wheelchair spaces for wheelchair users.

Visually Impaired Passengers:

Audible Lift Message

Audible messages indicating direction and floor level are broadcast in all passenger lifts in Hong Kong West Kowloon Station.

Tactile Guide Path

Tactile guide paths are installed at Hong Kong West Kowloon Station to guide passengers to different station facilities.

Audible Device at Exit/Entry Gates

In Hong Kong West Kowloon Station, an audible device is located at the gate reached from the tactile guide path. When using the gate with a valid ticket, the audio device will say “please enter”.

Escalator Audible Warning Signals

Escalator audible warning signals are installed in Hong Kong West Kowloon Station to help passengers locate escalators and identify the running direction of the escalator at platforms and in the concourses.

Tactile Station Layout Map

Hong Kong West Kowloon Station is equipped with Tactile Station Layout Maps in concourses and platforms so that visually impaired passengers can become familiar with the station layout, use the station facilities, and find barrier-free access to trains.

Facilities with Braille Plates

Braille plates are installed on Ticket Issuing Machines, accessible toilets, lift buttons, lift level plates and staircase handrails in Hong Kong West Kowloon Station.

Broadcast at Platform Level and Door Closing Chimes

Automatic voice announcements will be broadcast when a train is approaching and arriving at the platform. A chime will also sound when the train doors/platform screen doors/automatic platform gates are opening/closing. Moreover, all trains are equipped with a digital broadcasting system which automatically states the next station name.

Hearing Impaired Passengers:

Information Cards

Information Cards, which facilitate communication between hearing impaired passengers and station staff, are available at all information counters at Hong Kong West Kowloon Station.

Passenger Information Display Systems

Passenger Information Display Systems provide visual messages and are supported by an audible warning in case of an incident. They are installed at the entrances and concourses of Hong Kong West Kowloon Station, with the next train arriving visual message always displayed on platforms. Trains are also equipped with displays to show the name of the next station and railway operation information.

Smoking Room

According to MTR By-laws, smoking is prohibited inside Hong Kong West Kowloon Station. Passengers can only smoke inside the designated smoking room, which is located at Level B3 waiting concourse near ticket gate 8 (near 8-16 cars).

Lost and Found Counter

Passengers who have lost any items at Hong Kong West Kowloon Station should contact or visit the lost and found counter. The lost and found counter provides lost item reporting, storage, enquiry and collection services.

Special Assistance

MTR Corporation is committed to providing services of the highest quality. We provide special assistance to passengers to satisfy different travel needs so that passengers can enjoy a satisfactory journey. For more information, please read our detailed guide or speak to one of our helpful staff at the Tourist Service Centre.

Station Car Park

Station car park is located at B2 level of the station. Discount scheme is available for High Speed Rail "Park and Ride" users.

For discount details, please click here

Station Car Park Map

Left Baggage Service

Left baggage service and baggage lockers at Hong Kong West Kowloon Station are provided by Far East Storage. Service details are as follow:

Shop Location: GF, WEK G-2
Nearest High Speed Rail Exit: Exit B at Level G

Hong Kong West Kowloon Station Public Open Space
  1. The Green Plaza and Bus Terminus Rooftop Garden are both open for public use
  2. Crowd management measures may be implemented during festivals or major events, or under any circumstances found necessary
  3. Sightseeing Deck opening hours: 07:00-22:00 daily
  4. The Sightseeing Deck will be closed temporarily due to adverse weather conditions or operational needs without prior notice being given
Location map