In view of the measures to contain the outbreak of COVID-19, High Speed Rail train service has been suspended. After reviewing the actual service demand, the service hours of High Speed Rail Ticketing and Service Hotline will be adjusted to 9am – 6pm daily from 4 May until further notice.

Ticket refund arrangements

Passengers who purchased tickets for High Speed Rail trains between Hong Kong West Kowloon Station and Mainland stations from 24 January onwards can get a full refund for unused tickets if required. Details are as follows:

1. For passengers who purchased tickets through the MTR website or tele-ticketing but have not yet collected them, refunds will automatically be made to the credit card used for purchase. Refunds will be made to the credit card organisation within 30 days from the 17 February and the credit card organisation will then need time to process and credit the refund

    

2. Passengers who have collected tickets or purchased tickets through designated agents can obtain refunds at Hong Kong West Kowloon Station within 90 days of the station reopening. Please bring your tickets/ticket purchases verification, identification documents and your original credit card if used for purchase

    

3. Passengers who purchased tickets through the 12306 website can obtain refunds in accordance with the refund policy of the Mainland’s high speed rail

For enquiries, please call the High Speed Rail Ticketing and Service Hotline on 21200888.

Green Plaza, Sky Corridor and Sightseeing Deck of Hong Kong West Kowloon Station will be closed from 30 January until further notice.