MTR Shenzhen upgrades services for international visitors

As Shenzhen prepares to host the 2026 APEC Economic Leaders’ Meeting, the city’s metro system is upgrading services to better accommodate a growing number of international travelers.

MTR Shenzhen has rolled out a series of service enhancements across key transit hubs, focusing on multilingual support, smarter technology and more accessible passenger services to ensure smoother journeys for overseas visitors.

One of the most notable upgrades is the introduction of handheld multilingual translation devices at major transit points where cross-border traffic is heaviest. The devices are currently being piloted at Shenzhen North Station and Futian Checkpoint Station on Line 4, as well as Shenzhen Bay Checkpoint Station on Line 13.

A MTR Shenzhen staffer displays the new multilingual translation device. Photos courtesy of MTR Shenzhen

Designed for frontline staff, the compact devices function similarly to smartphones and enable real-time voice translation. By selecting a target language, staff can communicate directly with passengers, who can speak naturally without adjusting their phrasing. The system also supports two-way text translation.

The devices cover a wide range of major languages, including English, French, German, Russian, Japanese, Korean and Arabic, along with several less widely spoken languages. They are intended for use in scenarios such as ticketing assistance, route guidance, emergency response and general inquiries.

The compact and easy-to-operate translation device has already proven effective.

Early results suggest the technology is already improving service efficiency. In March, station staff at Shenzhen North Station used the device to assist an Arabic-speaking passenger who was unable to exit due to insufficient fare balance and could not communicate in Chinese or English. Staff were able to quickly understand the issue, help resolve the fare problem and provide directions for transferring to high-speed rail services.

Alongside the introduction of smart devices, MTR Shenzhen is expanding language training for frontline staff on Lines 4 and 13. The training focuses on practical communication skills, emergency handling and real-world service scenarios commonly encountered in busy stations.

Bilingual singage in Shenzhen North Station.

Infrastructure upgrades are also underway. All MTR Shenzhen stations now feature bilingual Chinese-English signage, while onboard and platform announcements are delivered in both languages. Customer service centers provide bilingual brochures with essential travel information, including fares, operating hours and transfer options.

Ticketing systems have also been adapted for international use. Self-service machines offer Chinese and English interfaces, while dedicated payment terminals accept overseas bank cards for ticket purchases and top-ups. Mobile payment options, including Alipay, WeChat Pay and the digital renminbi, are also widely supported.

With these measures, Shenzhen’s metro operator aims to create a more accessible and user-friendly transport environment, supporting the city’s broader efforts to present itself as an open, internationally connected metropolis ahead of the 2026 APEC summit.

Source: Shenzhen Daily