After-sales Services

Tickets can be altered once only for the departure date, train number or Class of Travel. Altered tickets are non-refundable. If a booking contains multiple tickets, alterations can be made for selected tickets. The cut-off time is 45 minutes before the train scheduled departure from Hong Kong and 30 minutes before the train scheduled departure from the Mainland. Cut-off times may vary with individual Ticket Agents. You may check with them for details.

Alteration channels and procedures for tickets bought in cash may differ from tickets paid by e-Payments. Tickets bought by Octopus at Hong Kong West Kowloon Station, or by any payment method with Hong Kong Ticket Agents will be treated as tickets bought in cash. Alteration can be processed through the following channels:

12306 Online Ticketing Platform

• Applicable to 12306 registered users
• Process alteration of tickets bought by e-Payments through any ticketing channels while Reimbursement Receipt has not been collected

Stations

• Process alteration of tickets bought from any ticketing channels
• Present the identification documents used to buy the tickets together with the order number
• The fare difference is using RMB when you top-up or obtain a refund. Alterations at Hong Kong West Kowloon Station will be processed either in HKD or RMB, subject to the currency used to buy the tickets. Alterations in Mainland stations will be processed in RMB only
• If a Reimbursement Receipt has been collected, it must be returned when a ticket alteration is made

Hong Kong Ticket Agents

• Limited to tickets bought through the original Ticket Agent. Please present the identification documents used to buy the tickets together with the order number