Hello HK hiccup

The Hello Hong Kong campaign has been hit by a hiccup for being unfriendly to tourists through outdated MTR ticket machines that do not accept e-payments and credit cards.

Some Japanese and American tourists said they could not buy tickets from machines that only accept small Hong Kong notes or get an Octopus card without the local currency after getting off the Airport Express train at Hong Kong Station.

Although passengers can buy Airport Express tickets with a credit card at customer service centers or ticket machines in all Airport Express stations, they said it is difficult for them to get a single-journey ticket to other stations without small banknotes.

"HK$50 and HK$100 banknotes only accepted for transactions totaling over HK$30 and HK$80 respectively," read a notice on a single-journey ticket machine at Hong Kong Station.

A middle-aged Japanese couple, Aya and Muitsugu, were looking around after getting off the train from the airport.

They said it was their second time to visit for leisure, but they had never heard of an Octopus card before.

"We only have a HK$100 banknote and we couldn't buy tickets at the machine," the wife told The Standard.

The husband added: "I suppose there was information at the airport, but we were not aware of that."

He said they would have prepared small bills if they knew ticket machines only accepted them.

"Such information would have been helpful," the husband said.

"And because there was no one who could assist, we couldn't buy one. It is quite different in Japan. If you visit Japan, there is someone who can help you at the station or at the gate."

A lone 22-year-old US traveler, visiting for her graduation trip, faced the same problem when she wanted to buy a ticket to Tsim Sha Tsui. Fortunately for her, an airline crew member bought her a ticket.

"She didn't have cash and only had a credit card, but the machines only accept cash," said the flight attendant, Stephen.

"She then went to customer service to get an Octopus, but was told that credit cards are not accepted, only cash.

"So she tried to find an ATM or a money changer at Hong Kong Station. But as a tourist, it's not easy for them to look for these things.

"This means visitors need to know their final destination before they take the Airport Express as the airport station accepts credit cards, but not other MTR stations. Sometimes, though, people are not familiar with their final destination well and will want to buy tickets at the interchange station."

In reply to The Standard, the MTR Corp said it is enhancing the ticketing system and credit cards will be accepted at MTR stations in future. With Hong Kong reopening, more staff have been deployed to stations along the Airport Express, Disneyland Resort Line and East Rail Line to help tourists, it said.

Currently, tourists can use credit cards and other e-payment methods to buy Tourist Octopus from Octopus-selling machines at the airport and Hong Kong West Kowloon stations. Visitors can also buy Tourist Day Passes on the MTR website and mobile app using credit cards.

Newer machines accepting HK$10, HK$20, HK$50 and HK$100 bills can be found in 19 stations, including Mong Kok, Kowloon Tong and Admiralty. MTRC added that ATMs can be found at most stations, with foreign exchange stores at Hong Kong and Kowloon stations.

Octopus said an Octopus app for tourists is available on iPhone and Huawei phones. It said tourists can use credit cards to get a new Mobile Octopus and reload it instantly, or buy one at vending machines at the High Speed Rail Station and the airport.

A spokesman of the Hong Kong Tourism Board said its Discover Hong Kong website provides information to facilitate visitors in planning their journey, including transportation and attractions.

"We also encourage visitors to contact us whenever they need assistance via our diverse visitor-service channels, including Web Chat on HKTB's Discover Hong Kong website (www.discoverhongkong.com), LINE app, Facebook, Instagram and WhatsApp," the spokesman said.

Hong Kong Tourism Association executive director Timothy Chui Ting-pong suggested that more signs be displayed at the airport and Airport Express stations.

sophie.hui@singtaonewscorp.com