因機件故障，289 名於 11 月 27 日（星期三）1100 至 1310 時，於輕鐵 #大棠路 站 手提收費器入站的乘客，未能享有轉乘優惠

乘客可到西鐵綫車站的客務中心，或各輕鐵客務中心查詢

Because of a faulty machine, 289 passengers who entered Light Rail Tai Tong Road Stop through a handheld validator between 1100 – 1330 hours, 27/Nov (Wed) could not enjoy interchange discount

Passengers may proceed to Customer Service Centres at West Rail Line Stations or any Light Rail Customer Service Centres for enquiries

因機件設定有誤，36 名於 10 月 11 日（星期五）0545 至 0705 時，於 #粉嶺 站近 出口 C – 公共運輸交匯處 臨時八達通收費器出閘的乘客，獲多扣 $1 至 $6 的車資

乘客可到各客務中心查詢

Because of a faulty setting, $1 – $6 of fares was overcharged for 36 passengers who exited through a temporary Octopus validator from 0545 – 0705 hours, 11/Oct (Fri)

Passengers may proceed to any Customer Service Centres for enquiries

約於 2050 時，有示威人士與警方於車站內發生衝突，期間車站的消防裝置及不同的車站設施受損，而事前港鐵公司並不知悉警察的部署

葵芳站職員隨即戴上公司提供的裝備，並確認警務行動將影響乘客安全，同時他們亦見到大堂冒煙，因此車站控制室隨即啟動疏散程序

疏散程序於 2055 時啟動後，自動廣播聲帶、資訊螢幕均立刻發出告示，閘機亦已解鎖讓乘客迅速離開，車務控制中心同時安排空車，接載滯留於站內的人士離開不安全的環境，而其他荃灣綫列車則不停葵芳站

由於葵芳站屬自然通風設計，本身沒有如地底車站的排煙機能，一名列車車長懷疑吸入催淚氣體不適，於列車順利抵達其他車站後，由救護員送院治理

工程人員則於 2235 時開始，詳細檢查並修理葵芳站的設施，務求車站可於 8 月 12 日（星期一）早上繁忙時間前重開。承辦商人員更換商戶的通風濾網等之後，香港消防處亦有到場檢查是否有化學空氣殘留

港鐵乃自助的鐵路網絡，隨科技發展，香港同樣有無人值守大堂、無人駕駛列車，因此於鐵路處所遇上罪案時，應致電 999 與聯絡緊急服務人員，他們會盡快到場協助乘客所需

而鐵路處所於法理上屬公眾地方，保安一直由香港警察負責 ，惟港鐵公司表示今次的事件極有可能影響乘客和職員的安全，對此表示非常遺憾，並且讉責一切暴力行為

若不幸受傷，請將可能涉及法律程序的資料：

郵遞至 香港郵政總局信箱9916號 ?
傳真至 2795 9991 ?

供港鐵秘書及法律部、負責的保險公司跟進

車站事後採取了甚麼清潔措施 ?

港鐵公司積極尋求不同專家意見，並參考外國鐵路機構的做法，除了保持通風良好外，連日來在收車後以水及肥皂液在車站進行深層清潔。港鐵接觸過的專家均認為這清楚措施合適，並會繼續於相關專家及不同政府部門就任何所需進一步跟進工作保持聯絡

另外，港鐵亦已提升員工保護裝備，並已與清潔承辦相溝通，了解他們亦會提升其員工的保護裝備 居民亦關注到葵芳站抽風系統的清潔工作，為審慎起見港鐵清潔了車站的風扇及抽氣設施。葵芳站的抽風系統是獨立的，並沒有與隧道的相關系統相連。因此荃灣綫其他隧道及車站（包括居民曾提到的長沙灣站、荔枝角、太子站等等）不會被影響。然而，為令乘客更安排，港鐵已更換尖沙咀站、佐敦、太子、長沙灣及荔枝角站內空調系統的過濾網。

警方於港鐵車站範圍內執法

警方已清楚表明他們在公共場所及其他場所執法的依據。港鐵公司由始至終一直堅持乘客及車站職員安全的重要性，就事件港鐵公司已向警方表示關注，並與警方進行高層會議。

At about 2050 hours, conflicts broke out between protestors and police officers at Kwai Fong Station, which caused some damages to the fire safety systems and various station facilities MTR Corporation did not have any prior knowledge of the police’s course of action Staff members at Kwai Fong Station had swiftly put on the issued protective equipment as they confirmed that the police’s action would threaten passengers’ safety, while, at the same time, noticed that smoke was emerging in the concourse

The Station Control Room hence activated evacuation procedures immediately The evacuation began at 2055 hours. Announcements were made through the audio system and information screens across the station; ticket gates were open to expedite passengers to leave the station Meanwhile, the Operations Control Centre arranged empty trains to pick up those who were stranded in the station, which had become unsafe, while directing other services to travel non-stop through Kwai Fong Station

As Kwai Fong Station uses natural ventilation by design, it does not have the same ability to extract smoke as underground stations do, a Train Captain had been taken ill to the hospital by paramedics when the service reached other stations after allegedly inhaling tear gas Engineers had begun to carry out inspections and maintenance at Kwai Fong Station at 2235 hours in order to enable the station to re-open before the morning peak hours of 12/Aug (Mon) Contractors replaced all filters for shops in the station with the Fire Service Department confirmed there is no chemical gas remaining in the station

MTR Corporation feels strongly regrettable for the police’s action that could have seriously affected the safety of passengers and staff and condemns all violent behaviour MTR is a self-serving railway network. Unstaffed concourse and driverless trains are also introduced in Hong Kong as technology develops. Dial 999 if you encountered any criminal in railway premises, emergency services will attend the scene and provide assistance to passengers while railway premises are public places with its security had always been responsible by the Hong Kong Police  

Passengers are welcomed to make enquires by following methods If you are injured：

Mailing Address ?
MTR Corporation Limited, GPO Box 9916, Hong Kong

Fax ?
2795 9991

於 2242 時，往調景嶺的觀塘綫 GD07 班車抵達 3 號月台後，頭卡位置有大量乘客阻礙車門關閉，雖然車內沒有閉路電視鏡頭，但乘客手持物品互相對峙、打鬥的聲音傳入駕駛室，亦有乘客使用緊急通話器求助，指車廂內外均有大規模打鬥，車長遂通知車務控制中心處理，故控制中心鑑於有罪案發生因而召喚警方到場；另一邊廂，警方資料亦指有多名乘客致電 999 報警，指車廂內情況十分混亂

另一邊廂，有乘客用 GD07 班車的緊急通話器求助，列車因為安全設計鎖死牽引系統，而未能開出，打鬥情況持續約七分多鐘後，車廂內有大量白煙冒出，控制中心安排 GD07 班車停止服務，乘客陸續落車，但其中一道月台門遭人打碎

此時，荃灣綫往中環的 AD28 列車抵達相鄰之 4 號月台，乘客間衝突情況亦波及此車，多人於車上啟動緊急通話器求助，列車亦未能開出，AD28 班車同為「現代化列車」，車廂不設閉路電視，這月台的鏡頭則於早前的破壞中，遭人切斷電綫而未能拍攝任何畫面，故此職員無法第一時間了解車門通道的情況

於 2253 時，在月台有大量乘客聚集、有車廂冒煙，同時場面極之混亂的情況下，車站職員無法確保乘客安全，而啟動疏散程序安排乘客立即離開，但依從指示的乘客不多；於 2256 時，防暴警察抵達月台，察看 GD07 班車上空無一人後便進出 AD28 班車採取行動， 消防處則因為車廂冒煙的情況而接報到場

於 2304 時，列車車長於多次嘗試不停開關車門後，AD28 班車成功開出，接走部分乘客離開太子站，駛經因警方於路面作驅散行動而關閉的旺角站後，最終到達油麻地站，油麻地站的職員得悉車內有四名受傷乘客滯留，因此亦為他們召喚救護服務

但於多個車站出口，有不同人士手持武器開始聚集，因此控制中心逐步將市區綫暫停，以策安全，同時避免暴力情況再經鐵路擴散

第一批消防員在 2306 時抵達太子站，救護員其後抵達該站出口 E – 運動場道，而非協議的緊急服務人員通道，即出口 B1 – 旺角警署，因此他們需要與負責鐵路處所保安的香港警察溝通，協調進出路綫為何

及至 0054 時，警方與消防處溝通後，喻傷者需由列車離開，故此車務控制中心重新安排行車綫通電、調配已停止服務的列車開到太子站，接送七名由警員、救護員護送的受傷乘客到荔枝角站登上救護車

鐵路處所的閉路電視鏡頭，大多數於 1998 至 2000 年期間安裝，屬模擬制式攝影機。由於目的多數是要得知乘客流向，而非用作保安監察用途，因此拍攝角度有限，拍攝公眾範圍的影像，在自動刪除前最長會保留 28 日，若涉及索償或執法機關的事件，則會保留三年，惟不是全部鏡頭均有錄影功能

錄影受私隱專員公署的指引嚴格監管，只限獲授權人士查閱，公署亦曾就閉路電視數目表達關注，即使是警方需翻查錄影亦要逐次申請，因此現時並無公開整段錄影的先例

對比停車場、便利店的情況，由於當時有大量乘客於疏散指示發出後，仍然逗留於車站內，若遮蓋乘客的容貌再公開片段，畫面會變得毫無意義；

若不遮蓋乘客的容貌，則會違反《個人資料（私隱）條例》的規定，除非港鐵公司有能力徵集所有在場乘客的意願，讓他們同意公開自己的容貌，但明顯這個做法乃脫離現實

港鐵公司已就今次影帶該如何處理，諮詢不同政府部門的意見，並按法庭的指示，將錄影片段保存且交予執法機關

近日 #葵芳 站受零星的示威活動影響，以致車站無法於收車後關閉，職員亦因為各種恫嚇而未能如常離開，或進入車站提供服務

故此車站將於 8 月 23 日（星期五）2100 時提早暫停服務

乘客可於 @Citymapper 應用程式查閱其他交通工具資料，全自動重新計劃「點對點」行程

?https://t.co/50XjDThuNT pic.twitter.com/RGDYcenHPV

— MTR Service Update (@mtrupdate) August 23, 2019

太子站損壞的設施需等候更換零件，以及緊接的星期日可能再有示威活動，車務總監安排該站連同旺角站一同關閉至 9 月第一個工作天為止，如同早前葵芳站因為受持續滋擾，而合共關閉 26 小時的安排一樣，能避免服務受進一步影響

而車站、車廂會於不安全的情況下，即時透過資訊螢幕、自動廣播發出疏散指示，乘客必需按指立即離開。 港鐵乃自助的鐵路網絡，隨科技發展，香港同樣有無人值守大堂、無人駕駛列車，因此於鐵路處所遇上罪案時，應致電 999 與聯絡緊急服務人員，他們會盡快到場協助乘客所需。而鐵路處所屬公眾地方，保安一直由香港警察負責

若不幸受傷，請將可能涉及法律程序的資料：

 

郵遞至 香港郵政總局信箱9916號 ?
傳真至 2795 9991 ?

供港鐵秘書及法律部、負責的保險公司跟進

At 2242 hours, a group of passengers obstructed train door when the Tiu Keng Leng bound GD07 service arrived at Platform 3. The noise of passengers holding objects confronting each other and fighting passed into driver’s cab thus the Train Captain notified Operation Control Centre although there isn’t CCTV coverage inside the train. Police’s assistance was then summoned by the Operations Control Centre to deal with this crime scene

Meanwhile, someone operated the passenger alarm on GD07 service. Traction system was then locked by the safety mechanism on board and the service can no longer unable to depart

The fight between passengers continued for 7 mins and more and plenty of smoke came from the carriage. The Operations Control arranged Service GD07 to terminal and passengers were leaving gradually. A platform screen doors panel was, however, smashed by somebody

At this time, the Central bound Tsuen Wan Line AD28 service arrived at the adjacent Platform 4. Confrontations spread onto this train and it was unable to depart after multiple passengers’ alarms were activated

Service AD28 was also operated by Modernised Train, there is no CCTV coverage inside carriages while the electrical connections of cameras on this platform were cut in the earlier vandalism. Staff members are therefore unable to see the situation near doorways

At 2253 hours, station staff triggered evacuation procedure to arrange passengers leave immediately when they can no longer guarantee passenger’s safety due to a large number of passengers gathered, smoke was coming out from a carriage and full of chaos happening. However, only a few passengers have obeyed this instruction

At 2256 hours, anti-riot police arrived at platforms. They looked at service GD07 and found carriages were emptied before. Then they turned to service AD28 and took action there. Station staff summon Fire Service’s assistance since passengers were injured

Service AD28 finally departed successfully at 2304 hours after multiple attempts made by the train captain to close all doors. This service picked up some passengers at Prince Edward Station and reached Yau Ma Tei Station via Mong Kok Station, which was closed at that time due to police’s dispersal action on roads nearby. Station staff summoned ambulance service when they realised four passengers on board were injured and stranded on this service

Unfortuntely there were different parties gathered at different stations’ exits with weapons. Urban Lines were gradually suspended by the Operations Control Centre for safety reasons and to prevent violent acts spreading across the railway

The 1st batch of Firemen arrived Prince Edward at 2306 hours. Paramedics then arrived Exit E – Playing Field Road but not the designated emergency services access Exit B1 – Mong Kok Police Station. They are therefore required to communicate with the Hong Kong Police, who responsible for the security of railway premises for their access routes

At 0054 hours, Police ordered injured people to leave by trains under the co-ordination with Fire Service Department. The Operations Control Centre then again switched on the power for running lines, dispatched trains that were taken out of service to Prince Edward Station to convey a group of seven police officers, paramedics and injured passengers for ambulance connections at Lai Chi Kok

Most CCTV cameras in railway premises are analogue camera which installed between 1998 – 2000.  Their purpose is to relay passengers flow to staff members but providing a surveillance aid. Because of this, their field of view is limited. Images recorded will be kept for 28 days maximum before erased automatically. Footage involved compensation claims and law enforcement units are however to be kept for three years, but no all cameras equipped with a recording function

Footages are strictly controlled by guidelines set by the Office of the Privacy Commissioner for Personal Data and could only be replayed by authorised personnel. The Office express their concern on the numbers of CCTV camera in the past and even the Hong Kong Police are required to submit their applications every time before replaying. There is no previous example to release complete footage to the public

There were numbers of passengers still staying in the station after the evacuation order, comparing with the situation happened in the car park and convenience store. The footage will simply become meaningless with all passengers’ fully blurred

It is also an offensive to The Personal Data (Privacy) Ordinance if passengers’ face is not blurred unless the MTR Corporation is able to seek for all passengers’ consent to release their appearance and it is obviously out of reality

The MTR Corporation consulted different Government departments for how to handle the footage and passed it to law enforcement units by The High Court’s order

Kwai Fong Station was unable to close after traffic hours due to recent sporadic protests and staff members were unable to leave or enter the station to serve passengers

The station will suspend earlier at 2100 hours, 23/Aug (Fri)

Re-plan your P2P journey via @Citymapper ? pic.twitter.com/E3olu31WsQ

— MTR Service Update (@mtrupdate) August 23, 2019

The Operations Director arranged Prince Edward Station and Mong Kok Station to remain close in a row until the first working day in Sep due to different damaged facilities at Prince Edward Station were awaiting for replacement and there were possible protestings in the following Sunday. This similar arrangement was applied to Kwai Fong Station for 26 hours long due to continuous nuisance for preventing trains service being affected in the working days

The evacuation order will be sent via automated announcement and information displays when stations and trains encountered unsafe condition. Passengers are mandatory to leave immediately

MTR is a self-serving railway network. Unstaffed concourse and driverless trains are also introduced in Hong Kong as technology develops. Dial 999 if you encountered any criminal in railway premises, emergency services will attend the scene and provide assistance to passengers while railway premises are public places with its security had always been responsible by the Hong Kong Police  

Passengers are welcomed to make enquires by following methods If you are injured at 31/Aug (Sat) night in Prince Edward Station：

Mailing Address
MTR Corporation Limited, GPO Box 9916, Hong Kong

Fax
2795 9991

於 2245 時，西鐵綫元朗站職員發現車站大堂有人展示標語，在表達訴求期出現爭執，繼而有乘客遇襲，因此即時通知車務控制中心，於兩分鐘內召喚香港警察 到場

至 2257 時，元朗站共三名車站職員中，兩名正於月台處理事故，一名在車站控制室內與車務控制中心繼續聯絡

期間，車站消防警報系統曾被人啟動，亦有在場人士同時自行致電 999 求助；奈何警方良久未有到場，只有消防處救護員抵達

由於車務人員當時已無法獨力確保乘客安全，更有車站職員被人打傷，故此車務控制中心迅速安排元朗站關閉，並開出空車接載於站內的乘客離開現場

而當時 月台 1 – 往屯門 已有一列如常接載乘客、並非特別安排的班車，但車門因人羣的衝突而失靈，車上多人不同按動緊急通話器，又有人扳動緊急門掣試圖妨礙車門關上，令車廂的牽引系統鎖死，未能成功 載客 開出，而要先停止服務方可讓尾隨的空車駛入

車務控制中心於 2319 時開始，重新安排所有列車於元朗站上落乘客，讓乘客繼續乘搭列車離開打鬥現場

及至 2350 時，緊急服務人員需要於車站內作蒐證，並治理傷者，因此元朗站再次需要關閉，控制中心亦有即時再安排列車接走受影響的乘客

港鐵公司行政總裁金澤培博士強烈譴責在鐵路範圍發生的暴力事件，並將全力配合執法機關的調查。同時代表港鐵公司，向受傷的乘客致以深切慰問  

港鐵乃自助的鐵路網絡，隨科技發展，香港同樣有無人值守大堂、無人駕駛列車，因此於鐵路處所遇上罪案時，應致電 999 與聯絡緊急服務人員，他們會盡快到場協助乘客所需。而鐵路處所屬公眾地方，保安一直由香港警察負責  

若不幸受傷，請將可能涉及法律程序的資料：

郵遞至 香港郵政總局信箱9916號 ?
傳真至 2795 9991 ?

為何列車未有開出 ?

車門因人羣的衝突而失靈，車上多人不同按動緊急通話器，又有人扳動緊急門掣試圖妨礙車門關上，令車廂的牽引系統鎖死，未能成功 載客 開出， 情況與 2019 年 6 至 8 月期間大量乘客濫用緊急設施，妨礙列車開行之「不合作運動」一樣

列車開出即使成功開出後，情況會否更好 ?

不會，當時暴力情況已蔓延至車廂內，因此才有人羣衝突導至車門失靈，若列車成功開出，暴力情況只會於閉密的車廂內繼續

為何仍然安排列車停於元朗站 ?

因為車務控制中心需要安排被困於車站內的乘客離開

為何車站職員沒有提供協助 ?

鐵路處所與法理上屬公眾地方，安全由香港警察負責，而車站職員當時正於月台處理事故，他們身上亦無武器，無法憑空阻止暴力情況

At 2245 hours, staff who were on duty at Yuen Long Station on the West Rail Line have noticed that when some members of the public were displaying banners in the station concourse, there were quarrels and assaults breaking out simultaneously and passengers were injured. Hong Kong Police was immediately requested within 2 mins to attend the scene by the Operations Control Centre

At 2257 hours, two of three station staff went to platforms to handle the incident while the remaining staff kept contacting the Operations Control Centre in the Station Control Room

During the course, the station fire alert had also been activated, with various reports made separately to the 999 hotline by other members of the public at the scene. Paramedics of the Fire Services Department arrived promptly to provide assistance to those who were injured; however, the police was nowhere to be seen for a prolonged period

Because the operating staff could no longer ensure the safety of passengers and also due to the fact that some station staff had been physically assaulted, the Operations Control Centre quickly arranged Yuen Long Station was to be closed straightaway while dispatching an empty train to pick up those passengers who were still at the station

At the time, there was a normal, timetabled service 08 standing at Platform 1 – to Tuen Mun. However, the doors being blocked then failed during the incident and the multiple Passenger Alarm Devices being operated constantly, some also triggered an emergency door egress to prevent doors closing. These behaviours had caused a traction system lock-up on this train, meaning this service had to be withdrawn before letting the empty train behind to pick up everyone stranded in Yuen Long Station

Although the Operations Control Centre had instructed all services to resume calling at Yuen Long Station from 2319 hours in order to enable passengers to leave the violent scene

The emergency services had to investigate the incident inside the station and to assist those who were injured. As a result, Yuen Long Station had to be closed again after 2350 hours, while the Operations Control Centre continued to arrange train services to pick up the affected passengers

Dr Jacob Kam, the Chief Executive Officer of the MTR Corporation, strongly condemns the violent acts that took place on the railway premises and the Corporation shall fully co-operate with the investigation by the law enforcement authorities. On behalf of the MTR Corporation, he has also offers his sincere wishes for the speedy recovery of the injured passengers

MTR is a self-serving railway network. Unstaffed concourse and driverless trains are also introduced in Hong Kong as technology develops. Dial 999 if you encountered any criminal in railway premises, emergency services will attend the scene and provide assistance to passengers while railway premises are public places with its security had always been responsible by the Hong Kong Police  

Passengers are welcomed to make enquires by following methods If you are injured at 21/Jul (Sun) night in West Rail Line Yuen Long Station：

Mailing Address ?
MTR Corporation Limited, GPO Box 9916, Hong Kong

Fax ?
2795 9991

Why was the service involved did not depart ?

The doors being blocked then failed during the incident and the multiple Passenger Alarm Devices being operated constantly, some also triggered an emergency door egress to prevent doors closing. These behaviours had caused a traction system lock-up on this train. It was the same situation when multiple passengers abused emergency equipment to stop the train in Jun – Aug/2019 for “uncooperative movements”

Would the situation improves if the train can depart successfully

No. Violence acts were continued in the carriage and doors were blocked because of this. If the train could depart successfully, violence would only happen inside closed carriages

Why were trains still stopping at Yuen Long Station ?

The Operations Control Centres need to dispatch empty trains to carry passengers stranded in the station

Station staff did not provide assistance ?

Railway premises are public places and its safety had always been responsible by the Hong Kong Police. Station staff was handling the incident on platforms and they are unguarded with no weapons equipped. They have no means to stop violence