We were not able to retrieve tickets
We were not able to retrieve our tickets from the ticket counter when we provided our reference number from Rail Ninja. We were informed that the number was not used by the rail system in Hong Kong and that we would have to purchase tickets there, which we did. We requested a refund from Rail Ninja, who refused to refund the ticket price. They stated that they instructed us to go to a ticket machine to retrieve the tickets, not to the counter. However, on the web site and in the instructions we received, we were informed that we could go either to a ticket machine or to a ticket counter. They continue to refuse to provide a refund.