High Speed Rail Ticket Refunds & Changes Guide 2026

Hong Kong’s High Speed Rail connects to multiple cities across Mainland China, giving travelers a convenient cross-border way to get around and a go-to option for many. That said, plans can change, so it’s especially important to understand the refund and ticket change policies.

Trip.com has put together everything you need to know, including Hong Kong High Speed Rail refund and change policies, how to request a refund or make changes on the Trip.com platform, how to buy Hong Kong High Speed Rail tickets, and answers to frequently asked questions and other practical tips.

How to Get a Hong Kong High-Speed Rail Ticket Refund?

For the Hong Kong High Speed Rail, the ticket refund policy is time-based—the refund amount and any service fee are determined by when you request the refund.

Official MTR Channels

Tickets purchased through the MTR official website or at ticket offices can be refunded before the train departs. The amount you’ll get back depends on how far in advance you request the refund and will be returned on a pro-rated basis.

For tickets under the same order, you can choose to refund all tickets or only some of them. The deadline to request a refund depends on your departure point: for trains departing from Hong Kong, it’s 45 minutes before departure; for trains departing from Mainland China, it’s 30 minutes before departure.

Please note that some special promotional fares may not be eligible for refunds; the exact rules are subject to the terms and conditions at the time of purchase.

The channels and procedures for ticket refunds vary slightly depending on whether you paid in cash or by electronic payment at the time of purchase. Tickets bought with an Octopus card at Hong Kong West Kowloon Station, or purchased through Hong Kong agents using any form of payment, are all treated as cash purchases. Here’s how to process a refund:

1. 12306 Online Ticketing Platform

• For 12306 registered users
• You can request a refund for tickets purchased with electronic payment through any ticketing channel, as long as you haven’t collected a reimbursement voucher.
• 12306 efund policy: Registered users who have completed identity verification through the China Railway 12306 mobile app can request refunds for tickets paid in cash or for which a reimbursement voucher has been obtained. To receive your refund, you must, within 180 days from the date of processing (inclusive), visit a station ticketing counter or ticket window, present the original ID document used to purchase the ticket, and return the reimbursement voucher (if applicable).

2. Stations

• Request a refund for tickets purchased through any channel
• When requesting a ticket refund, please provide the passenger’s ID used at the time of purchase and the order number.
• If you paid in cash, refunds at Hong Kong West Kowloon Station are issued in Hong Kong dollars (HKD) or Renminbi (RMB), depending on the currency you used when you bought the ticket; at Mainland China stations, refunds are issued in Renminbi (RMB).
• If you paid for your ticket electronically, your refund will be issued in the original currency to your original payment method.
• If you’ve already collected the reimbursement document, you must return it.

Image source: Hong Kong High-Speed Rail official website

Trip.com platform

Here’s how refunds work for high-speed rail tickets purchased on Trip.com:

• Refund fees will be rounded to the nearest whole number. If your ticket was issued with manual assistance, Trip.com will charge a manual refund fee of CNY15 per person. If your ticket was issued directly through the China Railway 12306 website, no manual refund fee applies.

How do I request a refund for my ticket?

• To request a refund for a Mainland China train ticket via a Trip.com live agent, please submit your request at least 60 minutes before your train’s departure time. If you’re using a China Railway 12306 account, you must submit the request at least 10 minutes before departure.
• To request a refund through a Trip.com customer support agent for a train departing from Hong Kong West Kowloon Station, please submit your request at least 60 minutes before departure. If you are using a China Railway 12306 account, you must submit your refund request at least 45 minutes before departure.
• Please note: Once your ticket has been successfully changed, it is nonrefundable.

You can complete your ticket refund on the Trip.com website or app—it’s quick and convenient. The steps are as follows:

1. Sign in to your Trip.com account
2. Go to My Orders, then select the high-speed rail booking you want to refund.
3. Click "Request a Refund" and follow the instructions to complete the refund process.

Please note that a refund processing fee will be deducted from any refund, and some promotional fares may not be eligible for refunds. Specifics are governed by the terms and conditions in effect at the time of purchase.

How to Change a Hong Kong High-Speed Rail Ticket?

If your plans change, you can opt for the high-speed rail ticket change service. Here’s how the change policies differ across platforms:

Official MTR Channels

Each ticket can be changed once (travel date, train number, or class of service). After a change is made, the ticket is non-refundable. Tickets under the same booking can be changed separately or together. The cut-off time for making changes depends on your departure point: for trains departing Hong Kong, it’s 45 minutes before departure; for trains departing Mainland China, it’s 30 minutes before departure. When you change your ticket, you’ll need to pay any fare difference between the new ticket and the original.

The options and procedures for changing tickets vary slightly depending on whether you paid by cash or electronic payment. Tickets purchased with an Octopus card at Hong Kong West Kowloon Station, or through a Hong Kong agent using any payment method, are all treated as cash purchases. Here’s how to change your ticket:

1. 12306 Online Ticketing Platform

• For 12306 registered users
• Processing ticket-change procedures for tickets purchased through any ticketing channel using electronic payment, where no reimbursement voucher has been collected

2. Stations

• Request a ticket change for tickets purchased through any channel
• To proceed, please provide the passenger’s ID used at the time of purchase and the order number.
• If there’s a fare difference when you change your ticket, the amount to be paid or refunded will be calculated based on the RMB fare. At Hong Kong West Kowloon Station, ticket changes are processed in either HKD or RMB, depending on the currency used at purchase; at mainland stations, they’re processed in RMB only.
• If you’ve already collected the reimbursement document, you must return it.

Image source: Hong Kong High-Speed Rail official website

Trip.com platform

Here’s how ticket changes work for high-speed rail tickets purchased on Trip.com:

• Once a train ticket has been successfully changed, it cannot be refunded.
• Passengers can change their ticket only once, and the departure and arrival stations can’t be changed.
• If the new fare is higher than the original, you’ll need to pay the full price of the new ticket, and your original ticket will be refunded once the new ticket is successfully issued. If the new fare is lower, you’ll get the difference back. A change fee of CNY 15 per person applies.
• Changes to mainland China train tickets must be made at least 90 minutes before the train departs. For tickets with Hong Kong West Kowloon Station as the departure or arrival station, changes must also be made at least 90 minutes before departure. You can switch to another train within the presale window. The presale window is 15 days (including today).

How can I change my train ticket?

When can I change my ticket?

Ticket Change Policy for Mainland China Trains and High-Speed Rail:

*The change fee is calculated based on the price of the new or original train ticket, whichever is lower.

Ticket Change Policy for Cross-Border Trains from Hong Kong West Kowloon:

How is the new fare calculated?

• Trip.com will charge a manual refund fee of CNY15 per person.
• New fare = original fare: no handling fee from the railway operator will be charged.
• When the new fare is lower than the original fare: The railway operator’s refund fee will be deducted from the fare difference. The remaining amount will be refunded to your original payment account.
• If the new fare is higher than the original fare: You’ll need to pay the price of the new ticket. The refund for your original ticket will be sent directly back to your original payment method.

When will I receive my refund?

• For changes made online, your refund will usually be returned to your original payment method within 7-10 business days.
• For changes made at the station, your refund will usually be returned to your original payment method within 7-20 business days.

You can change your ticket on the Trip.com website or app. The steps are as follows:

1. Sign in to your Trip.com account
2. Head to My Orders, then pick the high-speed rail booking you’d like to change.
3. Click “Apply for Ticket Change,” follow the prompts to select your new train and date, and complete payment for any fare difference or service fee.

Please note that any ticket changes must be made before departure, and some special-offer fares may not be eligible for changes. For details, please refer to the terms and conditions provided at the time of purchase.

How to Buy Hong Kong High-Speed Rail Tickets

Travelers can buy Hong Kong High Speed Rail tickets through a variety of channels; here are the main ways to book:

Hong Kong MTR Official Website

Sign in to the official MTR website, select your departure point, destination, and date, then follow the on-screen prompts to complete your ticket purchase. Payment options include credit cards and e-payment methods.

Trip.com platform

Trip.com makes booking high-speed rail tickets easy—purchase them on our website or in the app. The booking process is as follows:

1. Sign in to your Trip.com account
2. On the homepage, select "Train Tickets" or "High-Speed Rail Tickets"
3. Enter your departure city, destination, and travel dates, then click "Search"

4. Browse the available trains and choose the departure that suits you

5. Enter passenger information, including full name, document number, and other details

6. Choose your seat class, such as First Class or Second Class.

7. Review your order details and complete your payment

Payment methods include credit cards, Alipay, WeChat Pay, and more.

3. Ticket Counters and Ticket Vending Machines

Head to the ticket counters or self-service machines at Hong Kong West Kowloon Station to purchase your tickets. You can pay with cash, credit cards, or electronic payments.

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