After-sales Services
In addition to using General Ticket Alteration to alter a ticket once, passengers traveling between Hong Kong West Kowloon Station and Futian Station or Shenzhenbei Station can make extra three last-minute changes to their train trips on the day of travel through the Same-day Flexi-trip Arrangement1. There is no service charge for this change.
Applications of Flexi-trip Arrangement
| Basic Rules | Details |
|---|---|
| Applicable journeys | Journeys between West Kowloon Station and Futian Station or Shenzhenbei Station |
| Allowable time-frame for ticket change | On the day of travel and within 1 hour after the train departs |
| Scope of change | Departure time only (Change of travel date, station or Class of Travel is not allowed) |
| New selected trains2 | Select a new departure from the trains with Shenzhenbei or Futian Station as a terminal station. Passengers for Futian can also select Shenzhenbei trains that make a stopover at Futian |
| Number of changes allowed | Three times |
| Refund | Not available after processing Flexi-trip Arrangement |
2When you change your train trip using Flexi-trip Arrangement, the system will automatically filter the eligible departures for you to select from
Warm Reminders:
- If a passenger's ticket is registered with a child who can travel for free, the system will automatically change the ticket for the free child passengers together when processing the Flexi-trip Arrangement
- When changing the train trip, please allow sufficient time for travelling to West Kowloon Station, as well as completing the boarding procedures that include real-name checking, security checks, and immigration formalities, which usually take about 30 - 45 minutes
Flexi-trip Seat Arrangement
Under Flexi-trip Arrangement, you will be assigned a seat in the same class of travel as your original ticket. To increase the flexibility of last-minute changes, Non-reserved Seat Tickets are available in selected second class compartments, which may require standing during the journey. These tickets are available before train departure*.
*If the second class seats are fully booked, the Non-reserved Seat Tickets will be available as early as 45 minutes before the northbound train departs, and 30 minutes before the southbound train departing to West Kowloon Station
Warm Reminders:
- If you have a Non-reserved Seat Ticket and want to select another train through Flexi-trip, you will be assinged a seat in a Second Class if seats are still available on the train you want
- There is no "Non-reserved Seat" arrangement for passengers holding First Class and above tickets
Ways to Change Ticket through Flexi-trip
The most convenient way to process Flexi-trip is through self-service. It only takes a few steps to complete.
- 12306 mobile app and website (Chinese platform only)
- West Kowloon Station
- Before entering the gate: Ticket Machines (at the Ticketing Concourse on Level B1)
- After immigration: Flexi-trip Self-service Points (at the opposite to the Gate no. 11 in Departure Concourse on Level B3)
- Futian Station and Shenzhenbei Station
- Ticket Machines
Warm Reminders:
- Flexi-trip can also be processed at the Ticketing Counters of West Kowloon, Futian and Shenzhenbei stations
- 12306 is available for registered users only. It processes Flexi-trip for tickets paid by e-Payments
- Flexi-trip Self-service Points only accept Home Return Permit, Mainland China Resident Identity Card and Mainland China Passport. The Ticket Machines at Futian and Shenzhenbei stations, in addition to the abovementioned identification documents, also accept foreign passport in selected machines
- When using Flexi-trip through Ticket Machines, Flexi-trip Self-service Points and Ticketing Counters, only one ticket can be handled at a time
- Passengers who have collected the Reimbursement Receipt can only process Flexi-trip at the Ticketing Counters. You must return the Receipt when processing it. We suggest you to collect the Receipt after travel
- For other ticketing or travelling rules details, please refer to The Rules for Guangzhou-Shenzhen-Hong Kong High Speed Rail Cross-Boundary Passenger Transport
Other Information:
Same-day Flexi-trip Arrangement Handy Guide