After-sales Services

Booking Enquiry

Travellers can check the booking status of their ticket purchase via the original ticketing channel, at ticketing counters at the Hong Kong West Kowloon Station or by calling the hotline on 2120 0888.

Alteration

For the convenience of travellers, tickets can be altered once before train departure. No service charge is required.

  • Only departure date, train number and class of travel can be altered
  • If a booking contains multiple tickets, alteration can be made for selected tickets
  • If the fare after alteration is higher than the original one, travellers will be required to top up the difference; if the fare after alteration is lower than the original one, the difference will be refunded
  • For alteration at stations or ticket agents, travellers must produce the original or a photocopy of the personal identity document used for the booking for verification
  • Tickets cannot be refunded after alteration

Alteration of Tickets Purchased via Hong Kong Ticketing Channels

Alteration of tickets via Hong Kong ticketing channels will be based on the original currency of the booking. For alteration of tickets which are sold based on the HKD fare, the fare for the new ticket will be the valid HKD Implemented Fare for the current month. Therefore, the new ticket fare may not be the same as the original one even if it is only another train of the same class of travel on the same day. For tickets purchased using a credit card, UnionPay or mobile payment tied to a credit card, alteration must be made using the original credit card.

Hong Kong Alteration Channels

Hong Kong Alteration Channel
Ticket collected Ticket not collected
Ticketing Counters1 Online Ticketing Tele-ticketing Ticket Agent
Cut-off Time 60 minutes before train departure 120 minutes before train departure 120 minutes before train departure Subject to individual agent's arrangement
Hong Kong Ticketing Channels
Ticketing Counters1 -- -- --
Ticket Machines1 -- -- --
Online Ticketing -- --
Ticket Agent -- -- Limited to the original ticket agent
Tele-ticketing2 -- --

1Ticketing counters at the Hong Kong West Kowloon Station

2Only one ticket can be altered each time

For tickets bought via Hong Kong ticketing channel that have already been collected, alteration can be made at Mainland train stations. The relevant service will be provided based on fare in RMB. Please take note of the following:

  • Ticket alteration should be processed no later than 30 minutes before train departure
  • For tickets with Hong Kong West Kowloon as departure station, the alteration cut-off time is 60 minutes before train departure
  • Tickets must be purchased in cash, difference in fare will be topped up or refunded in the form of cash in RMB
  • Tickets purchased with Octopus, EPS, Alipay, Alipay HK, Wechat Pay and Wechat Pay HK will be treated as tickets purchased in cash
  • Tickets purchased with ticket agents in Hong Kong will be treated as tickets purchased in cash
  • For tickets purchased using any payment method other than cash, the fare after alteration must be the same as the original payment

Alteration of Tickets Purchased via Mainland Ticketing Channels

Uncollected tickets can be altered through the 12306 website or mobile app, or at designated ticketing counters of Mainland stations. Please take note of the following:

  • Ticket alteration should be processed no later than 30 minutes before train departure times
  • For tickets with Hong Kong West Kowloon as departure station, the alteration cut-off time is 60 minutes before train departure.

Tickets that have already been collected can be altered at the Hong Kong West Kowloon Station. The relevant services will be provided based on the fare in RMB. Please take note of the following:

  • Ticket alteration should be processed no later than 60 minutes before train departure
  • Tickets must be purchased in cash. Difference in fare will be topped up or refunded in in the form of cash in RMB.
  • For tickets purchased using any payment method other than cash, the fare after alteration must be the same as the original payment

Refund

You can refund any unutilised and unaltered tickets. Travellers will receive a proportion of the fare as a refund depending on the time before departure. Refunds are processed in dollars and any amount less than RMB1 or HKD1 will be rounded up to the nearest integer. For refunds, travellers must produce the original or a photocopy of the personal identity document used for the booking for verification.

Before train departure Refund ratio
Within 48 hours to cut off time of respective channels for refund 50% of paid fare
48 hours to 14 days 70% of paid fare
15 days or above 95% of paid fare

Refund of Tickets Purchased in Hong Kong

Refund of tickets purchased via Hong Kong ticketing channels will be processed in the original currency and based on the fare on the date of purchase. Refunds cannot be processed via ticket machines, online ticketing and tele-ticketing. Please collect your tickets at the ticketing counters at the Hong Kong West Kowloon Station before processing a refund.

Hong Kong Refund Channels
Ticketing Counters1 Ticket Agents
Cut-off Time 60 minutes before departure Subject to individual agent's arrangement
Hong Kong Ticketing Channels
Ticketing Counters1 --
Ticket Machines1 --
Online Ticketing --
Ticket Agent Can be processed with original ticket agent for uncollected tickets
Tele-ticketing --

1Ticketing counters at the Hong Kong West Kowloon Station

Refund method:

  • For HKD tickets purchased in cash or using Octopus, EPS, Alipay, Alipay HK, Wechat Pay or Wechat Pay HK, refunds will be made in the form of cash in HKD
  • For RMB tickets purchased in cash, refunds will be made in the form of cash in RMB
  • For payments made using a credit card or UnionPay card, refunds will be made to the original credit card or UnionPay card
  • For tickets purchased at the stations using a credit card or UnionPay card, whether by swiping he physical card, by mobile payment or contactless payment, travellers are required to bring along the credit card or UnionPay card used for payment when processing the refund

In addition, tickets purchased via Hong Kong ticketing channels that have already been collected can be refunded at Mainland train stations. The relevant services will be provided based on the fare in RMB. Please take note of the following:

  • Tickets must be purchased in cash
  • Tickets purchased with Octopus, EPS, Alipay, Alipay HK, Wechat Pay and Wechat Pay HK will be treated as tickets purchased in cash
  • Tickets purchased via ticket agents in Hong Kong can be refunded in the Mainland

Refund of Tickets Purchased via Mainland Ticketing Channels

Uncollected tickets can be refunded through the 12306 website or mobile app, or at designated ticketing counters of Mainland stations. Ticket alteration should be processed no later than 30 minutes before train departure times. For tickets with Hong Kong West Kowloon as departure station, the alteration cut-off time is 60 minutes before train departure.

Tickets purchased in cash that have already been collected can be refunded at the Hong Kong West Kowloon Station. The relevant services will be provided based on the fare in RMB and refunds will be made in the form of cash in RMB.