Question 1

Are HK Express fares refundable?

Accepted Answer

Generally, HK Express fares, fuel surcharges, and other fees are non-refundable. However, in extraordinary circumstances such as flight cancellations, HK Express may, at its sole discretion, offer a full refund to affected passengers. For unused tickets, passengers may request a refund for taxes and charges, which must be submitted no later than 90 days after the original scheduled departure date.

Question 2

Can I get a refund for additional services like baggage, seats, or meals?

Accepted Answer

No, payments for any additional products or services, such as seats, inflight meals, HK Express Priority/Priority+, or baggage allowance, are non-refundable and cannot be modified, cancelled, or transferred to another person.

Question 3

What are the carry-on baggage rules for HK Express flights?

Accepted Answer

Passengers are typically allowed one small personal item (e.g., handbag, laptop bag) that must fit under the seat in front of them, not exceeding 40 (L) x 25 (W) x 20 (H) cm and a maximum weight of 7kg. Some fare categories also permit one cabin baggage item that must fit in the overhead compartment, not exceeding 56 (L) x 36 (W) x 23 (H) cm. The total combined weight of the personal item and cabin baggage must not exceed 7kg.

Question 4

What are the checked baggage rules and weight limits?

Accepted Answer

Checked baggage allowance varies based on the purchased fare category, with standard limits set at either 20 kg or 32 kg per bag. Each individual checked bag must adhere to a maximum overall size of 158 cm (L+W+H). Any single bag exceeding 32kg will not be accepted and must be checked in as Special Baggage, incurring additional fees. Oversized baggage also requires an additional fee.

Question 5

Can I share my baggage allowance with another passenger?

Accepted Answer

No, baggage allowances cannot be shared or transferred to another passenger. Each passenger can purchase up to two pieces of checked baggage during the initial booking, through Manage My Booking, or during online check-in.

Question 6

How do I check-in online for my HK Express flight?

Accepted Answer

Online check-in is available via the official HK Express website or mobile app. It can be completed between 75 minutes and 48 hours prior to your scheduled departure time. You will need to select 'Check In', input your booking reference/PNR and last name, then follow the prompts to complete the process.

Question 7

Can I go directly to the boarding gate if I have checked in online?

Accepted Answer

If you do not have any checked baggage and have already obtained your online or mobile boarding pass, you can proceed directly to the boarding gate. However, if you need to check in baggage, you must visit the designated airport counters before the closing time.

Question 8

How can I request special assistance for my flight?

Accepted Answer

To request special assistance, you can contact HK Express Customer Connect via WhatsApp at +852 3951 7229 during their service hours (08:00-20:00, Monday to Sunday) or by submitting a Service Request Form through their website. It is recommended to notify them at least 72 hours before your flight for certain requests, such as traveling with a Guide or Assistance Dog.

Question 9

Can I change my flight date or time after booking?

Accepted Answer

Changes to your flight date or time can generally be made up to 48 hours before the scheduled flight departure. These changes may be subject to an additional charge and fare difference, depending on the booking date and flight availability. Please note that selected seats on the original flight will not be transferred to the new flight.

Question 10

How can I call HK Express customer service from another country?

Accepted Answer

If you need to call HK Express from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Customer Connect
Customer Service (Hong Kong)	+852 2180 2120 Call now Daily 09:00–18:00 HKT (phone), WhatsApp extended hours
Customer Service (WhatsApp)	+852 3951 7229 Call now Daily 09:00–18:00 HKT (phone), WhatsApp extended hours

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