services & facilities

Caring for our Customers with Special Needs Booklet

Foreword & Corporate Policy

New and Improved Facilities Mean Better Service for all Our Customers


The MTR is striving to improve access and facilities for all our passengers - not only for those with disabilities, but also for the elderly, people travelling with babies or small children and those who need barrier-free access. Most of our existing Station Improvement Works have been completed, while all our future extensions and new railway lines will install easy-access facilities.

The Corporationˇ¦s Policies for the provision of accessible facilities for Passengers with Disabilities are as follows:

  • To provide fit-for-purpose and accessible facilities of a reasonable level in all our existing and new railways and property developments to a standard complementary to:
    The railway, and
    The latest Government regulations where are suitable for railway operations and property developments
  • To continuously explore opportunities for improvement.
  • To progressively improve the accessibility of stations on the existing railway lines and Light Rail and MTR Bus as far as it is reasonably practical within the constraints imposed by operational conditions.
  • To achieve standards that comply with Government regulations and meet the needs of the elderly and infirm, as well as people with physical disabilities.
  • To adopt a barrier-free design approach for all future MTR railway extensions.

Nowadays, all MTR stations and Light Rail stops provide at least one barrier-free access and the majority of MTR buses are wheelchair accessible.

This booklet highlights the progress of implementing these improvements.

Mobility Impaired Passengers

The MTR is striving to improve access and facilities for all passengers. Our objective is to provide barrier-free access to all stations and trains for all passengers. The majority of MTR stations have been equipped with lifts and the remaining stations will progressively have them installed. We realise that wheelchair users encounter difficulties when negotiating the entrance stairs in stations and, with the advice and support of users, we have installed wheelchair aids and stair lifts as a temporary measure until lifts or ramps can be installed.

Passenger Lift / Ramp


The new passenger lifts at Lai Chi Kok Station and Prince Edward Station are available for public use, providing barrier-free access to passengers by way of a more convenient connection between the station and the neighbouring community. Currently, 80 out of 87 MTR stations are located at street level or already have external lifts connecting street level and station concourse-over 90% of the total number of stations.

Wheelchair Aid


The Wheelchair Aid is a battery-powered stair climbing machine, which, with staff assistance, enables wheelchair users to transfer vertically between street level and concourse level while remaining in their own chair, when there is no vertical lift or stair lift available. A station wheelchair is also available for passengers with walking difficulties who would like to make use of this service. All MTR operators are specially trained to provide a safe service. Wheelchair users are asked to inform station staff in advance if they require staff assistance.

An intercom is provided at designated station entrances so that passengers who are mobility challenged can inform MTR staff in the Station Control Room of their arrival if assistance is required. These passengers are advised to travel during non-peak hours if at all practicable:

Monday to Friday: before 8:00am or after 9:30am; before 5:30pm or after 7:00pm
Saturday: before 8:00am or after 9:30am
Sunday and Public Holidays: throughout the day

*Total maximum load for the Wheelchair Aid is 200kg

Stair Lifts


Staff-operated stair lifts are available at Shek Kip Mei Station and Yuen Long Station. These enable MTR staff to assist mobility challenged passengers to gain access to the station concourse. Self-operated stair lifts have been installed at 5 MTR stations, Admiralty, Tin Hau, Diamond Hill, Yau Ma Tei and Racecourse. Wheelchair users can operate the stair lifts independently by using a common stair lift key. If preferred, the user can call for staff assistance by using the landing intercom.

Wide Gate


The width of the wide gate enables wheelchair users, passengers with baby prams or baggage within the published size limit to enjoy MTR train services without needing to ask for assistance from station staff. At present, every MTR station is equipped with at least one wide gate.

Customer Service Centre


User-friendly counters for wheelchair users are provided at most of the Customer Service Centres.

Accessible Toilets


Designated accessible toilets equipped with handrails and call buttons are provided at all stations to meet the needs of Persons with Disabilities. Station staff are pleased to assist with access if required.

Location of Accessible Toilets on each line
Line Location in Station
Airport Express (except Airport Station) Concourse-unpaid areas of all stations
Island Line ˇV Kennedy Town Concourse-unpaid areas of all stations
East Rail Line - All stations (except Racecourse Station) Concourse-paid areas of all stations (except Racecourse Station)
Island Line ˇV HKU, Sai Ying Pun, Sheung Wan and Quarry Bay Concourse-paid areas of all stations
Kwun Tong Line - Ngau Tau Kok Concourse-paid areas of all stations
Ma On Shan Line - All stations Concourse-paid areas of all stations
Tsuen Wan Line ˇV Mong Kok and Prince Edward Concourse-paid areas of all stations
West Rail Line - All stations Concourse-paid areas of all stations
Disneyland Resort Line - All stations Concourse-paid areas of all stations
Island Line - Central, Admiralty, Wan Chai, Causeway Bay, Tin Hau, Fortress Hill, North Point, Tai Koo, Sai Wan Ho, Shau Kei Wan, Heng Fa Chuen and Chai Wan Non public areas of all stations (please contact station staff for assistance)
Kwun Tong Line ˇV Shek Kip Mei, Lok Fu, Wong Tai Sin, Diamond Hill, Choi Hung, Kowloon Bay, Kwun Tong and Lam Tin Non public areas of all stations (please contact station staff for assistance)
Tseung Kwan O Line ˇV All stations Non public areas of all stations (please contact station staff for assistance)
Tsuen Wan Line ˇV Tsim Sha Tsui, Jordan, Yau Ma Tei, Sham Shui Po, Cheung Sha Wan, Lai Chi Kok, Mei Foo, Lai King, Kwai Fong, Kwai Hing, Tai Wo Hau and Tsuen Wan Non public areas of all stations (please contact station staff for assistance)
Tung Chung Line - All stations Non public areas of all stations (please contact station staff for assistance)

Portable Ramp


To ensure the safety of wheelchair users when moving between platforms and trains, station staff can provide aportable ramp for safer, easier access. For boarding wheelchair users, station staff can contact the interchange or destination station to arrange assistance upon arrival. For ensuing a smooth implementation, we recommend that passengers who need station assistance to use the portable ramp give prior notice by calling the control room of the station from which they will travel. This service is available at all MTR stations but not at Light Rail stops.

Multi-purpose Space inside Train Compartment


Multi-purpose Spaces are designated in every MTR train for the convenience of wheelchair users, passengers with baby prams or baggage within the published size limit.

Multi-purpose Spaces are currently provided in the following trains:
Line Location in Train
Island Line One Multi-purpose space at each end of the train
Two Multi-purpose spaces in all 6 additional compartments
Tsuen Wan Line One Multi-purpose space at each end of the train
Two Multi-purpose spaces in all 6 additional compartments
Kwun Tong Line One Multi-purpose space in the middle of every train compartment
Tseung Kwan O Line One Multi-purpose space in the middle of every train compartment
Airport Express One Multi-purpose space at each end of the train
Tung Chung Line One Multi-purpose space at each end of the train
East Rail Line Hung Hom direction:
One Multi-purpose space in the 4th, 7th and 10th compartments
Lo Wu / Lok Ma Chau direction:
One Multi-purpose space in the 3rd, 6th and 9th compartments
Ma On Shan Line Tai Wai direction:
One Multi-purpose space in the 3rd compartment
Wu Kai Sha direction:
One Multi-purpose space in the 2nd compartment
West Rail Line One Multi-purpose space in the 3rd and 5th compartments
Disneyland Resort Line Several Multi-purpose spaces throughout the train
Light Rail Three Multi-purpose spaces throughout the Light Rail vehicle

Safety Notes for Wheelchair /Motorized Wheelchair Users


Safety Notes for Wheelchair /Motorized Wheelchair Users

  • Travel at a speed equivalent to a walking pace inside stations especially on platforms.
  • Be aware of the location of pillars and corners, as other passengers might not see wheelchair/ motorized wheelchair users and not be able to move out of their path in time to avoid an accident.
  • Use Passenger Lifts or Stair Lifts to move between different levels. Please do not use escalators.

Safety on plaforms

  • Stay away from platform edges and wait behind the yellow line on East Rail Line, Ma On Shan Line and Light Rail especially when the train is arriving or leaving the platform.
  • Mind the gap between the platform and the train. Portable Ramps allow wheelchair users to move easily between the platform and train which are provided at all MTR stations, but are not available on Light Rail stops.

Safe travelling on trains

  • Do not rush into a train when the warning chimes sound or the doors are closing. Please wait for the next train.
  • Always park the wheelchair in the multi-purpose space and stabilize it with the locking device. In the MTR, park the wheelchair facing the direction of travel; then hold the grab pole. Inside Light Rail vehicles, park the wheelchair facing against the direction of travel. Stay close to the wheelchair crash pad and fasten the seat belt where provided.
  • Any accompanying passenger should stay with the wheelchair user throughout the journey.

In an emergency

  • Inform station staff who will offer assistance.
  • Inform the Train Captain, or ask other passengers who offer assistance to inform the Train Captain.

 

Visually Impaired Passengers

Audible Lift Message


Audible messages indicating direction and floor level are broadcast in all passenger lifts in MTR stations.

Tactile Guide Path


Tactile guide paths are installed at all stations and Light Rail stops. For the convenience of visually impaired passengers, tactile guide paths in station concourses lead to an exit gate with an audible device providing audible Octopus readings.

Audible Device at Exit/Entry Gates


In every station, an audible device is located in the gate reached from the tactile guide path.

  • At the Entry gate, the user is advised ˇ§please enterˇ¨ when the Octopus is successfully processed.
  • At the Exit gate, the user is advised of the fare deducted and the remaining value.

Modifications to Reduce Obstructions


Potential obstructions such as litter bins, payphones and fare maps along passenger routes have been modified to make them more easily detectable for cane users. Tapping rails are also added below free-standing fixtures such as sign boards. Visual bands are applied to fixtures and glazing where necessary to highlight the potential hazard.

Escalator Audible Warning Signals


Escalator audible warning signals are installed in all stations to help passengers locate escalators and identify the running direction of the escalator.

Tactile Station Layout Map


Most MTR stations (please see details below) are equipped with Tactile Station Layout Maps in concourse and sometimes platforms so that visually impaired passengers can become familiar with the station layout, use the station facilities, and find barrier-free access to trains.

Tactile station layout maps are installed at the following stations:
Line Location
Airport Express All stations
Disneyland Resort Line Sunny Bay
Tung Chung Line All stations
East Rail Line All stations
Island Line Kennedy Town, HKU, Sai Ying Pun, Sheung Wan, Central, Wan Chai, Causeway Bay, Tin Hau, Fortress Hill, North Point, Quarry Bay, Tai Koo, Sai Wan Ho, Shau Kei Wan, Heng Fa Chuen and Chai Wan
Kwun Tong Line All stations
Ma On Shan Line All stations
Tseung Kwan O Line All stations
Tsuen Wan Line Jordan, Yau Ma Tei, Mong Kok, Prince Edward, Sham Shui Po, Cheung Sha Wan, Lai Chi Kok, Mei Foo, Lai King, Kwai Fong, Kwai Hing, Tai Wo Hau and Tsuen Wan
West Rail Line All stations

Facilities with Braille Plates


Braille plates are installed on Ticket Issuing Machines (except Light Rail), Add Value Machines, accessible toilets, lift buttons, lift level plates and staircase handrails in certain stations.

Colour Contrast Staircase Handrail


Both ends of staircase handrails in stations are coloured red to make them more visible for passengers with low vision.

Broadcast at Platform Level and Door Closing Chimes


Automatic voice announcements will be broadcast when a train is approaching and arrive at the platform. A chime will also sound when the train doors/Platform Screen Doors/Automatic Platform Gates are opening/closing. Moreover, all trains are equipped with a digital broadcasting system which automatically states the next station name and any interchange information.

Tactile Yellow Lines


Tactile yellow lines are installed in front of the platform edges in stations without Platform Screen Doors or Automatic Platform Gates to enable cane users to detect the location of the platform edge.

Guide Dogs


Visually impaired passengers can travel in MTR accompanied by a guide dogs wearing a leading harness.

Colour Contrast Hand-straps and Grab Poles inside train compartment


The hand-straps and grab poles inside train compartments are coloured red, yellow or blue to make them more visible to visually impaired passengers.

Colour Contrast Inter-car Barrier


These are fitted between train carriages to prevent visually impaired passengers from accidentally stepping into the gap.

Hearing Impaired Passengers

Induction Loops


All Customer Service Centres and certain public payphones in stations are equipped with induction loops for the benefit of passengers with hearing aids.

Information Cards


Information Cards, which facilitate communication between hearing impaired passengers and station staff, are available at all Customer Service Centres.

Passenger Information Display Systems


Passenger Information Display Systems provide visual messages and are supported by an audible warning in case of an incident. They are installed at the entrances and concourses of all stations, with the next train arriving visual message always displayed on platforms.

Flashing System Map and Active Line Diagram


Flashing System Maps showing the current and next station, direction of the train and the side the doors will open for exiting passengers are provided in all trains on the Kwun Tong Line, Tsuen Wan Line, Island Line and Tseung Kwan O Line.

Active Line diagrams showing the current position of the train and the side the doors will open for exiting passengers are installed in trains on the Tung Chung Line and Airport Express.

On-train Information Panels


Passenger Information Display Panels in trains on the Kwun Tong Line, Tsuen Wan Line, Island Line and Tseung Kwan O Line display next station messages, operational and promotional information, news headlines and entertainment.

Television screens in trains on the Airport Express, East Rail Line, Ma On Shan Line, West Rail Line and some trains on Kwun Tong Line display next station messages, operational and promotional information, and news and entertainment.

Light Rail

For mobility impaired passengers, Light Rail provides at least one barrier-free access ramp at every Light Rail platform (except Tuen Mun Stop where a passenger lift is provided).

Three Multi-purpose spaces are provided inside all Light Rail Vehicles.

Exit Fare Processors at Light Rail Stops have Audible Devices, which provide audible Octopus readings for visually impaired passengers. Information in Braille is also provided at all Light Rail Exit/Entry Fare Processors, Enquiry Processors and Add Value Machines.

There are tactile guide paths at every Light Rail platform leading to the first pair of doors in the front car. Wheelchair user labels are displayed at LRV no.1 set of doors. Visually impaired passengers, passengers in wheelchairs or anyone who might need assistance to board or exit from the Light Rail Vehicle is advised to use these doors where the Train Captain can assist when required. Yellow edge markings have been painted at the edge of LR platforms.

All our staff members receive regular training on how to assist passengers with disabilities, and will offer assistance when it is safe to do so. Route numbers and next stop/ destinations are also announced during Light Rail journeys.

For hearing impaired passengers, a Passenger Information Display System is installed on all Light Rail platforms and inside Light Rail Vehicles, displaying route number, service destination and other operating information. For visually impaired passengers, train arrival announcement are made on the platform when the LRV is arriving.

All Light Rail Customer Service Centres offer barrier-free access and are equipped with induction loops for the benefit of passengers with hearing aids. Information Cards, which facilitate communication between hearing impaired passengers and station staff, are available at Light Rail Customer Service Centres.

Light Rail Customer Service Centres are located at:
Location Opening Hours
Tin Yat 7:00 am - 9:00 pm
Town Centre 7:00 am - 9:00 pm
Yuen Long 7:00 am - 9:00 pm
Tuen Mun Ferry Pier 7:00 am - 9:00 pm
Leung King 7:00 am - 9:00 pm

MTR Bus

Currently, more than 95% of MTR buses are low floor, wheelchair accessible and equipped with fixed ramps. Bus Captains will provide assistance to wheelchair passengers boarding and exiting when required. Over the next few years, older bus models in the fleet will gradually be replaced by new super low floor buses.

Wheelchair areas near exits that are equipped with a wheelchair back rest and safety belt are also being introduced inside buses, with signage to make them easy to locate.

A next stop announcement system is installed on buses to display and broadcast the name of the next stop.

Bus Captains will remind visually impaired passengers to exit when their destination is reached if asked to do so when the passenger boards.

Other Facilities

Help Line


Help Lines are located in station concourses and on platform levels for emergency calls or enquiries.

Emergency Plunger & Microphone inside Train compartment


Every MTR train compartment is equipped with an emergency plunger and microphone for passengers who need the assistance of the Train Captain in an emergency. Inside East Rail Line, West Rail Line, Ma On Shan Line trains and Light Rail Vehicles, the emergency plunger and microphones are also fitted with Braille plates to aid visually impaired passengers.

Priority Seats


A campaign entitled ˇ§Priority Seats ˇV Please offer your seat to those in needˇ¨ has been promoted in all train compartments (except First Class compartments of East Rail Line trains) for those in need, including disabled passengers, pregnant women, the elderly, those travelling with infants and anyone who may have difficulty standing. MTR will continue to promote the ˇ§Priority Seatˇ¨ campaign and to develop a caring culture among the travelling public so they are more aware of the needs of others.

Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities

MTR participates in the Hong Kong Government Public Transport Fare Concession Scheme to offer concessionary fares to senior citizens and eligible persons with disabilities*.

Senior citizens using Elder Octopus and eligible persons with disabilities using Personalised Octopus encoded with ˇ§Persons with Disability Statusˇ¨ will only pay $2 per journey when travelling on MTR domestic services**. If the original fare for the journey is $2 or lower than $2, the same $2 fare or lower fare will be charged.

For details regarding the ˇ§Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilitiesˇ¨, please visit the website of the Labour and Welfare Bureau www.lwb.gov.hk. Remarks:

* Senior citizens refers to people aged 65 or above; Eligible Persons with Disabilities refers to recipients under the Comprehensive Social Security Assistance Scheme aged between 12 and 64 with 100% disabilities, and recipients of Disability Allowance in the same age group.
** Including MTR, Light Rail, MTR Bus (North West New Territories) and MTR Feeder Bus. However, Airport Express, East Rail Line services to and from Lo Wu and Lok Ma Chau stations and First Class Travel on East Rail Line are not covered under the Scheme.

How to Apply for Personalised Octopus encoded with ˇ§Persons with DisabilitiesStatusˇ¨


Newly approved recipients of Disability Allowance or the Comprehensive Social Security Assistance Scheme with 100% disabilities will receive a referral letter and an application form from the Social Welfare Department. Please refer to the application form for further details.

Eligible applicants who have not received a referral letter and application form may obtain the form from MTR Customer Service Centres (except Airport Express, Lo Wu, Lok Ma Chau, Racecourse, Disneyland Resort and Sunny Bay stations).

Persons with Disabilities using Single Journey Tickets for travel are required to pay full fare and buy adult tickets.

MTR Web Site, MTR Mobile Apps & MTR Hotline

Monthly updates about our ongoing accessibility improvement work and access management are sent to advocacy groups.

ˇ§Services and Facilities > Special Needs Serviceˇ¨ section in the Customer Site of the MTR Corporation website and the page ˇ§Barrier-freeˇ¨. Details of facilities for passengers with disabilities are also availble in the MTR mobile Apps.

MTR Web Site


www.mtr.com.hk

MTR Mobile Apps


Traffic News of MTR Mobile provides updated information on train service in the event of disruption or adverse weather.

MTR Hotline


Information can be obtained by contacting the MTR Hotline

Tel: 2881 8888
Fax: 2795 9991

Designated Entrances and Accessibility of Each Station


Please click here for Barrier-free Facilities Search.