services & facilities

Improving for you

Service enhancements 2012 - 2015

Tracking surveys conducted since the introduction of service-enhancing measures in 2012 show 90% of interviewees on average agree that the MTR Corporation continuously invests on railway development and improvement of services and facilities.

Managing train loading to enhance comfort

  • More than 2,600 and 200 extra trips per week added on different MTR lines and Light Rail routes during both peak and non-peak periods, on weekdays and weekends
  • New door bottom guides on 93 trains installed to contribute provision of smoother train trips
  • Service hours of selected Light Rail routes extended to allow passengers to interchange from the last West Rail Line service of the day for onward travel to all 68 Light Rail stops
  • More coupled set Light Rail vehicles operating on busy routes to provide extra carrying capacity
  • 1,300 additional Station Assistants recruited to assist passengers and help ensure on-time train departures
  • A new queuing arrangement introduced on Platform 2 of Kowloon Tong Station to facilitate smoother passenger flow


Improving Station Access and Facilities

Enhanced access to stations
  • 8 new external passenger lifts opened and 8 hydraulic lifts replaced to offer more convenient connections
  • 5 new exits opened for public use
  • 84 wide gates added to enhance access especially for senior citizens, persons with disabilities and those in need
  • Customer service centres at 15 busy stations modified to be brighter and more user-friendly, with low counters for wheelchair passengers
Adding convenience and comfort
  • Station improvement work at Fanling, Sheung Shui and Kwun Tong stations completed to enhance station environment and facilities
  • Public toilet facilities opened in Sheung Wan, Mong Kok and Prince Edward stations
  • Work to refurbish public toilets on the Ma On Shan Line completed
  • 326 additional seats added on platforms and long passageways
  • Refurbishment work at 4 Light Rail stops including Tai Tong Road, Sam Shing, Yuen Long and Tuen Mun Ferry Pier stops completed

User-friendly ticketing facilities

  • Single Journey Ticket Issuing Machines replaced by "2-in-1" Light Rail ticket issuing machines at all Light Rail stops
  • 30 additional exit/entry fare processors added at different Light Rail stops for the convenience of passengers
  • New QR code ticketing for Airport Express introduced to allow passengers to buy tickets online and using mobile app


Enhancing Communication

Improving information display
  • New LCD information display system for station platforms installed on the Tung Chung Line and the Airport Express to provide timely and useful information to passengers
  • Giant way-finding signboards installed at 15 stations and 3 Light Rail stops to facilitate easy navigation

Useful information

  • MTR Mobile app upgraded with: enhanced audio information and voice over navigation control for visually-impaired passengers; a new Light Rail Planner; enhanced point-to-point search function of Train Trip Planner to cover more landmarks along MTR's network and to allow searching by address

Better connectivity

  • Free Wi-Fi hotspots introduced at all MTR stations
  • Online feedback introduced on MTR website

Listening ĦE Responding