After-sales Services
Reimbursement Receipt
You can collect a Reimbursement Receipt from the following locations either before you travel or within 180 days of the date of travel.
- We suggest you collect your Reimbursement Receipt after completion of your train journey. If a Receipt is collected before you travel, tickets cannot be altered on the 12306 online ticketing platform and the refund procedure will also be affected. The Receipt must be returned upon ticket alterations and refunds
- Reimbursement Receipt is not a proof for travel and cannot be used to board the train
| Ticketing Channels | Collection Points | |
|---|---|---|
| Hong Kong West Kowloon Station | Mainland Stations | |
| Hong Kong West Kowloon Station and Designated Hong Kong Ticket Agents | Ticketing Counters and Ticket Machines | Not applicable |
| 12306 Online Ticketing Platform, Mainland stations and Designated Ticket Agents | Reimbursement Receipt Collection Machines1 | Ticket Machines and designated Ticketing Counters |
1Accept Home Return Permit, Mainland Travel Permit for Hong Kong and Macao Permanent Residents (Non-Chinese Citizens), PRC Resident Identity Card and Mainland Travel Permit for Taiwan Residents. Passport holders can collect Receipts at the Ticketing Counters operated by China Railway (Hong Kong) Holdings Ltd. A service fee of HKD15-35 per ticket applies according to fare tiers
Reminder:
If the ticket was purchased with cash or through a designated Hong Kong ticket agents, after alteration or refund, the ticket will be regarded as purchased through the channel used for alteration or refund. Please go to the designated collection points of that channel to collect the Reimbursement Receipt within 180 days from the date of the ticket alteration or refund