Nov
2016
OTP

#1 in HKG for on time performance

Our Commitment

Body: 

1. Commitment to operating a safe, secure airline
2. Commitment to low fares
3. Commitment to on time performance
4. Commitment to making doing business with us easy
5. Commitment to ensuring Guest satisfaction
6. Commitment to reducing emissions & environmental impact

HK EXPRESS RELIABILITY, FARE & SERVICE COMMITMENT

1) Commitment to operating a safe, secure airline

HK Express commits itself first and foremost to operating a safe and secure airline with absolutely no expense spared in this area. 

2) Commitment to low fares:

HK Express will continuously strive to offer the lowest available prices to all passengers, on all routes on which we operate.
Guests will always be offered the lowest available fare for their particular journey and itinerary at the time of booking through our website at hkexpress.com or those of our official partner booking channels.
HK Express commits to being transparent about all applicable taxes, fees and charges before payment is made.
If we become aware at any time of any competitors special offer fare which is lower than HK Express', we will adjust our prices to ensure that we are not beaten on price. Our price promise to U is to be at least 50% cheaper on average than Full Service Carriers on the same route*
* Average one-way fares on a year-round basis

  1. As part of the HK Express Guest friendly approach and commitment, we empower our Guests to have the flexibility of choice in choosing the products and services they want. All our guests have the choice to choose which booking channel they use, what baggage limit to book, what seat they would like to sit in and what meals they wish to to enjoy. 
    When booking a low-fare with HK Express, different booking channels incur different costs. HK Express is committed to being transparent about these costs of booking so that our guests can choose to reduce the total cost of their booking if they wish. Below is a summary of the different costs per booking.

Booking Channel

Per Guest Cost per sector

Reservation Admin- Official website

$40HKD

Reservation Admin- Mobile App

$40HKD

Reservation Admin- Online Travel Agencies

$110HKD

Reservation Admin- HK Express Call Center

$150HKD

Reservation Admin- Approved Travel Agencies

$190HKD

3) Commitment to on time performance

HK Express is committed to delivering a reliable airline service which gets you from A to B safely and on-time. HK Express will continuously strive to be the No.1 on time airline on all routes. Comparisons with the most recent punctuality statistics released by the Flightstats.com confirm HK Express's position as No.1 among Hong Kong based carriers for punctuality. HK Express Guests can be confident that they will suffer fewer delays than any other major airline in Hong Kong.

4) Commitment to making doing business with us easy

HK Express is dedicated to finding new and easy ways of doing business directly with our Guests. We will always seek to find the easiest solution to transact and welcome feedback on how to improve.

5) Commitment to ensuring Guest satisfaction.

  1. HK Express strives to reduce mishandled bags with an ultimate target of zero lost/mishandled bags per 1,000 Guests. In the case of mishandled bags, HK Express will make every reasonable effort to deliver the mishandled bag to the Guest within one working day of its arrival at final destination, free of charge.
     
  2. Unlike the high-fare airlines, HK Express permit all tickets to be changed upon payment of an appropriate change fee and any fare upgrade (if applicable). This ticket change facility allows HK Express Guests to change their flight times, dates, route (within the same country) or the names of passengers travelling and avoid the loss of their original tickets if they cannot travel as originally scheduled. Sometimes mistakes can be made if you rush through the booking process after finding one of our low fares! If you have made a mistake in your booking, don't worry - we will waive change fees for flight date or time changes if you contact our call centre within 12 hours of your booking. Please note, fares differences may apply.
     
  3. HK Express enables Guests to forward their claim/complaints via social media, post, fax or web form.
     
  4. Under normal circumstances, HK Express will provide a substantive written response to complaints within 7 working days of receipt. We do not expect Guests to wait over 28 working days, as is the case with other high fare airline's passenger service commitment.
     
  5. Where a Guests claims and is entitled to a refund, HK Express will process internally that refund within 7 working days.
     
  6. HK Express now operates a web & mobile Check-In facility which allows Guests to avoid all airport check-in queues and go straight to the boarding gate where U can even enjoy priority boarding to the aircraft. Web & mobile check-in is available up to 90 minutes before travel. HK Express will continue to implement ways to speed up Guest check-in, and reduce transit times through the airport.

6) Commitment to the environment.

HK Express is made up of many diverse and multi-cultural people who hold the same beliefs, worries, hopes and dreams as U. We are committed to sincerely ensuring that we are reducing carbon emissions, improving noise levels, reducing fuel burn and supporting endangered species. We are also committed to not carrying products that are harmful, dangerous or unsustainable. We have banned the carriage of shark-fin as testament to this commitment. For more information on this and other initiatives please click here for our Community Support page. 

If a guest knowingly attempts to carry these items on themselves in contravention to our commitments they may face prosecution under Hong Kong law.



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