Your rights as a train passenger can be found under our Travel Terms and Conditions (Resevillkoren). You may, for example, be eligible for compensation if the train arrives with at least an hour delay. In the Travel Terms and Conditions (Resevillkoren), you can read more about the conditions required for full compensation. All customers who are delayed and who have booked and paid their own ticket via MTR Express website,, or the app get automatically their compensation paid to their account. In case of delay, you are entitled to the following compensation, 60-119 minutes delays: 25% of the fare you paid for the delayed train and at least 120 minutes delay: 50% of the fare you paid for the delayed train.

Customers who booked through other channels must contact MTR Express in order to get their compensation claimed. Please use our form below to submit a claim for a refund.

Continue to the claim form.

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