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High Speed Rail Ticket Refund Request (for tickets purchased by credit card)

This message issued : 2020-03-15 11:10
Passengers who purchased High Speed Rail train tickets for travel from 24 January 2020 onwards, between Hong Kong West Kowloon and the Mainland through the MTR ticketing channels by credit card, can now request a refund for collected but unused tickets by post. The deadline for postal application is 15 April 2020.

The Refund Request Form can be downloaded from the "Latest News" on High Speed Rail website www.mtr.com.hk/highspeed.

Passengers may also consider to obtain refunds in person at Hong Kong West Kowloon Station within 90 days of the station reopening.

For details, please call the High Speed Rail Ticketing and Service Hotline on 2120 0888.
Temporary adjustment of service hours of Ticketing and Service Hotline

This message issued : 2020-03-05 15:31
In view of measures taken to contain the outbreak of COVID-19 infection, High Speed Rail train services has temporarily suspended. After reviewing the actual service demand, the service hours of High Speed Rail Ticketing and Service Hotline will be adjusted to 9am – 8pm daily from 9 March until further notice.
Ticket refund arrangements

This message issued : 2020-02-12 17:18

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.


High Speed Rail train service has been suspended and Hong Kong West Kowloon Station closed since 30 January until further notice

This message issued : 2020-02-12 17:17

Following the HKSAR Government’s measures to handle the outbreak of virus, train service on the High Speed Rail between Hong Kong West Kowloon Station and the Mainland has been suspended since 30 January until further notice. Hong Kong West Kowloon Station has also been closed.


Sky Corridor will be closed from 30 January until further notice

This message issued : 2020-01-30 00:08

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