Nov
2016
OTP

#1 in HKG for on time performance
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FAQS

Q. How do I make a booking?
A. Booking our great low fares is easy – right here at hkexpress.com! Please see How to Book Online for details of the entire process, from start to finish.
Q. Aren't LCCs less safe than other airlines?
A. There may be different levels of services, but there is no difference in terms of safety standards. LCC safety standards are identical to full service carriers, as they are held to the same level of scrutiny by aviation authorities. HK Express is committed to maintaining our unwavering priority to safety. It’s a true testament to the dedication and hardworking local team we’ve put in place to achieve this enviable goal.

HK Express has also received a 7-star safety rating, the highest ranking possible, from airlineratings.com, an independent, industry-respected research group. To achieve this ranking, airlines must adhere to strict standards and practices, and must pass a stringent test by IOSA (the IATA Operational Safety Audit), the benchmark for industry safety standards. HK Express is currently on the IATA Operational Safety Audit (IOSA) registry until 23 June, 2016.

Q. You have positioned yourself as the first true Hong Kong low-cost carrier. How will you achieve this goal?
A. We are a new low cost carrier (LCC) that is based in Hong Kong and focused on bringing low fares to the people of Hong Kong. HK Express is currently operating an all Airbus A320 aircraft fleet comprised which provide the operational efficiency which allows HK Express to offer market beating low-fares.
Q. How will you differentiate yourself from your competitors and airlines aside from “low-cost carrier”?
A. HK Express offers quality service at low fares, year round. In addition we provide opportunities for air travel to new destinations not currently served by existing carriers. We are the LCC for the Hong Kong people, and for travelers wanting to fly to Hong Kong to enjoy everything the city has to offer.
Q. How are your aircraft configured? How many seats are onboard?
A. Each of HK Express’ A320s is in an all-economy layout – 3 seats on each side of the aisle in each row.
Q. What is included with my fare?
A. All bookings completed at hkexpress.com have “no frills.” This means that you get the lowest fare possible because extras such as checked baggage and meals are not included. You may customize your booking by adding checked baggage for an additional fee. In future, more choices will be available.
Q. Do you serve food and drinks onboard?
A. We offer a menu of meals, snacks and drinks available for purchase on all our flights. While we have a varied selection, we cannot guarantee availability.
Q. I am a Fortune Wings member – can I redeem miles for HK Express flights?
A. Yes. Please contact the Fortune Wings Club for details.
Q. I am a Fortune Wings member – can I earn miles on HK Express flights?
A. No. From 27 October 2013, HK Express is no longer a partner of the Fortune Wings Club. Please contact the Fortune Wings Club for additional details.
Q. When will you fly to my city or favourite destination?
A. HK Express plans to bring its low fares and friendly service to many destinations throughout Asia. Please stay tuned for the latest information, and let us know if you have a suggestion!
Q. When will I get e-tickets after making a booking?
A. To provide the lowest price of ticket, we do not use E-ticket. You can print out the confirmation email and bring it for check-in at the airport.
Q. What would I do if my passport will be expiring soon/ is expired?
A. You can input the old passport number or ID number for going through the reservation. Then you need to update the passport information when doing check-in at the airport, no additional fees will be charged.
Q. Can I select my seat through online booking?
A. Yes, you can select a seat while making your booking. For more information on seat types please visit this link.
Q. If I have forgotten to purchase checked baggage during booking, Can I add baggage to my reservations later?
A. You can contact our call centre to purchase the checked baggage up to 3 hours before scheduled flight departure. Service fee of HKD100 will be charged per transaction via call center. You can also purchase the baggage at a higher rate when you check in at airport. You may visit the page of Fees for more information.
Q. How can I change the flight date of my tickets?
A. You can contact our call centre to make a change on date/time. A change fee of HKD$580 will be charged for every change on a per guest and per flight basis. Also, you may have to pay for any applicable fare difference; there will not be any refunds for lower fares. You can make the change up to 48 hours before scheduled flight departure. You may visit the page of Fees for more information.
Q. Can I change the origin & destination?
A. To provide you the low-fare ticket, origin/destination change (re-route) are not permitted for all tickets.
Q. Can I cancel my flights?
A. To provide you the low-fare ticket, all HK Express fares are non-refundable. Fees are also nonrefundable.
Q. How can I purchase infant tickets?
A. You can contact our call centre to purchase the infant tickets, for the age limit of infant, you may visit the section of Special Assistance for more information.
Q. What if the credit card holder is not one of the travelers?
A. If the credit card holder is not one of the travelers, we reserve the right to verify the credit cards. Guests have to provide front side copy of the credit card, a passport copy and a signature of the cardholder on that copy. You can either verify the credit card via our call centre (3902 0288) or at the airport check-in counter. If the cardholder fails to verify the credit cards, HK Express reserves the right to deny boarding to the passenger(s).
Q. Can I bring my “hoverboard” or other lithium battery powered vehicle with me on my flight?
A. No. For the safety of our guests we do not allow lithium powered battery vehicles on board. Battery powered wheelchairs and mobility aids however are exempt from this restriction.
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