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 Hong Kong Ticket Agents | Ticketing Counters and Ticket Machines | Not applicable |
| 12306 Online Ticketing Platform, Mainland stations and Ticket Agents | Reimbursement Receipt Collection Machines1 | Ticket Machines and designated Ticketing Counters |
1Accept original Home Return Permit, 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 HKD10-30 per ticket applies according to fare tiers
Reminder:
A ticket bought from Hong Kong West Kowloon Station or designated Hong Kong ticket agents and is altered through 12306 online ticketing platform, Mainland stations and designated Mainland ticket agents afterwards. It will be treated as ticket bought from these channels, and vice versa. Reimbursement Receipt should be collected from the above designated collection points