Nov
2016
OTP

#1 in HKG for on time performance

Special Assistance

Body: 

HK Express is committed to providing you with safe, reliable service, and our friendly staff are available to help throughout your journey. We understand that in certain situations travel can be particularly stressful. Please review the guidelines below to ensure you have a smooth experience at the airport and in the air.

Guests with reduced mobility

Any person whose mobility when flying is reduced due to any physical disability (sensory or locomotory, permanent or temporary), intellectual disability or impairment, any other cause of disability, age, and/or those whose situation needs appropriate attention and adaptation to his or her particular needs of the services made available to all Guests is considered to have reduced mobility when travelling.

HK Express shall not limit the number of Guests with reduced mobility who travel on a flight. However, for your safety, the Hong Kong Civil Aviation Department (HKCAD) requires us to ensure that the maximum number of Guests who are totally immobile (Guest who is completely immobile and cannot evacuate on their own) boarded in the aircraft does not exceed the total number of floor level emergency exits (excluding over wing exits) fitted in the aircraft.

Please also refer to information in the Special Assistance Guests below.

Special Assistance Guests

We consider Guests with reduced mobility as noted above or a medical condition (please see information on Guests with a medical condition below) who are unable to complete any of the below tasks independently, as ‘Special Assistance Guests’:

  • Unfasten their seat belt
  • Leave their seat and reach an emergency exit unaided
  • Retrieve and fit their own lifejacket
  • Put on an oxygen mask without assistance

To comply with the regulations of the HKCAD, we must limit Special Assistance Guests to 4 per aircraft and only one such Guest shall be allocated to each floor level emergency exit located in the Guest zone. All Special Assistance Guests must fly with a Safety Assistant who can complete the above tasks for the Special Assistance Guest.

For safety reasons and to ensure we can accommodate the needs of the Special Assistance Guests to the best of the airline’s capability, Special Assistance Guests are required to notify our call center 72 hours before their travel and advise of their Special Assistance requirements.

Furthermore, if the Special Assistance Guest needs assistance with any of the below tasks, they are required to fly with a Safety Assistant who can assist with the completion of below tasks for the Special Assistance Guest. The Safety Assistant must be 18 years of age or older.

  1. Breathing (reliance on supplemental oxygen);
  2. Feeding (Cabin crew can open contents of the packet and describe the contents but will not perform the task of feeding);
  3. Toileting (if the Guest is incapable of using the toilet facilities unaided);
  4. Medicating (if the Guest is incapable of administering their own medicines and medical procedures)

 

Travelling with a Wheelchair   Travelling with a Wheelchair

If you require wheelchair assistance, we ask that you make your request at least 72 hours prior to departure when possible. This can be done via our call center where our friendly and knowledgeable staff will guide you through the booking process. When possible, travel with a wheelchair should be noted at time of booking. Advance notice is important to ensure that we can meet your needs and assist you upon arrival at the airport.

Please ensure that you arrive at the airport at least 180 minutes before scheduled departure time so that check in, security and immigration matters can be fulfilled before the flight boarding time. Guests are welcome to use their own wheelchair as far as the boarding area.

Once you arrive at the boarding gate please make yourself known to a ground crew member prior to boarding. We will ensure you are safely transferred to the aircraft. Once onboard our friendly cabin crew members will be there to assist you during the flight.

Travelling with Infants  Travelling with Infants

We value the comfort and safety of each of our guests, including those with infants and small children. Bookings of infants must be made via our call center 72 hours before travelling due to the limited number of infants that can be accommodated on a flight for safety reasons. Below are some guidelines when travelling with an infant.

  • An infant is any guest who is less than two years of age for the entirety of the itinerary.
  • The infant should be held by a responsible person with the seatbelt fastened around the responsible person for take-off, landing, when the fasten seat belt sign is illuminated, and recommended at all times while seated in case of unexpected turbulence.
  • HK Express will provide Child Restraint Devices (CRD) to Guests upon request. Guests shall not bring their own CRD.
  • Each infant must be accompanied by an adult over 18 years of age or a legal parent or guardian.
  • To ensure the safety of all Guests, only one infant per adult/legal parent/guardian is permitted.
  • Only one infant is allowed per row.
  • Strollers and car seats can be checked for free and will not count towards baggage allowance
  • For safety purposes, infants can only be seated in alternative rows NOT consecutive rows, subject to the maximum internal requirement capacity as advised by the call center. Please note, selected seats may be reassigned by our ground staff.

Please note that HK Express does not offer bassinets in-flight. All infants must be seated on the lap of an adult /legal parent/guardian for the duration of the flight. An extra seat may be purchased for the infant however during take-off and landing, and at any other time as instructed by the crew, the infant must be strapped on your lap with the infant seat belt as provided by our crew.

Travelling with Children  Travelling with Children

Any guest that is aged between 2-11 years inclusive is classified as a child and must occupy a purchased seat. HK Express does not offer child discounts as we offer the same low fares to all our guests.

Travel by Elderly Guests

Elderly Guests will be given special assistance if required.

Please inform us in 72 hours in advance if you need any special assistance before, during or after the flight. 

HK Express allows Guests to bring certain types of mobility aids such as canes, crutches and walkers on board the aircraft, provided they can be safely stowed within the aircraft.

Special Meals  Special Meals

It’s important to note that food and beverage onboard HK Express flights are available for purchase only. If you have dietary restrictions, religious requirements or are travelling with children, we suggest that you select accordingly. We cannot guarantee the availability of specific items on any of our flights.

 

Vision & Hearing Impaired Guests  Vision and Hearing Impaired Guests

We want all of our Guests to have a safe, smooth journey when travelling with us. If you require assistance due to a vision or hearing impairment, please contact our call center to request additional assistance at least 72 hours prior to the flight. This will ensure a smooth and hassle free journey.

Travelling with an Assistance Dog  Travelling with an Assistance Dog

Importation / Transit / Transhipment of dogs into Hong Kong

Accordingly to the Agriculture, Fisheries and Conservation Department (AFCD) of Hong Kong, a Disability Assistance Dog (DAD) is defined as a dog that has been trained to help people with physical disabilities to gain more personal independence. DADs are non-aggressive, highly obedient and hard-working. Their health conditions are regularly and closely monitored by veterinary surgeons and they would have a good history of vaccination against the major infectious diseases.

DAD shall only be accepted for carriage in the cabin provided:-

  1. they meet the AFCD’s definition of DAD;
  2. the Guest has obtained a Special Permit from AFCD for the Importation/Transit/ Transhipment of the dog (http://www.afcd.gov.hk/english/quarantine/qua_ie/qua_ie_ipab/qua_ie_ipab...);
  3. the Guest has obtained prior written approval from AFCD for in-cabin transportation of the DAD; and
  4. original copies of all documentation required by AFCD are presented at check-in and on arrival into Hong Kong submitted to the Call Centre within the notification timescale listed below.  .

Importation / Transit / Transhipment of dogs to other countries than Hong Kong

The HKCAD only permits dogs complying with the definition of Guide Dog or Assistance Dog to be carried in an aircraft Guest compartment.

Definitions according to HKCAD:-

Guide dog: is one that is trained to provide mobility assistance to a blind or partially sighted person. A guide dog is one that is trained by an individual or organization that is accepted by and affiliated to the International Guide Dog Federation.

Assistance dog: is one that has been specifically trained to assist a disabled person and that has been qualified by an organization registered as a member of the Assistance Dog International and Assistance Dogs Europe. The dog will have been granted certification by the relevant country’s Health Department on the basis that the dog’s high standard of training, behaviour, health and welfare are such that it should be permitted to accompany its client, owner or partner at all times and in all places.

Guide and assistance dogs being imported or travelling in transit or transhipment to countries other than Hong Kong should comply with the regulations of their final or transit destination, as well as the HKCAD’s guidelines 6.4 in CAD800

Care and supervision of the Guide and Assistance dog is the sole responsibility of its owner and we require that the dog relieve itself in a way that does not create a health or sanitation issue inflight. Also, if the dog presents a trip hazard or hazards to other Guests, we will be unable to carry it. 

Please notify our call center 72 hours before and advise us when you are travelling with Disability Assistance Dog, Guide Dog or Assistance Dog and submit the required documentation as soon as possible after initial contact with our Call Centre. We are unable to allow carriage without the required documentation that satisfy the requirements from the origin and destination countries.

Dogs not meeting the definition of Disability Assistance Dog, Guide Dog or Assistance Dog, are pets, which HK Express does not accept carriage of such animals.

Medical conditions  Medical conditions

We consider Guests with a Medical Condition to be, a Guest with a medical condition who may require extraordinary medical assistance during the flight or whose condition may deteriorate due to the inflight environment. For example, Guests who declare recent discharge from hospital, recent major surgery, recent serious illnesses or Guests with severe allergies (e.g. peanut anaphylaxis or severe asthma), or intellectual or developmental disabilities requesting special treatment.

Extraordinary medical assistance is care that may require the use of onboard emergency medical equipment (e.g. Medical Kit) or voluntary assistance from a medically trained Guest, or a delay/diversion to obtain the medical assistance necessary to stabilize that Guest.

Extraordinary medical assistance may also be needed when a Guest is unable to self-administer medication or routine medical care necessary to maintain the stability of his/her condition during a flight (e.g. insulin injection).

Guests who have underlying health problems such as, but not exclusive to cancer, heart or lung disease, anemia and diabetes, who are on any form of regular medication or treatment, who have recently had surgery or been in hospital are considered as Guests with a medical condition. Guests with a medical condition must consult their doctor or a travel medicine clinic and get the HK Express Physician’s statement and Guest Declaration stating you are “fit to travel” filled and signed by their doctor/physician prior to check-in. The Physician’s statement and Guest Declaration form must be dated within 10 days of the date of travel.

Such medical conditions could be, but are not limited to

  • Conditions that require medication
  • Medical sharps required to be taken on board (Eg. syringes)
  • Guests who suffer from anaphylaxis (severe allergic reaction requiring medical assistance)
  • Guests who require oxygen during the flight
  • Travelling with certain medical equipment such as oxygen bottles or harnesses

For Diabetic Guests:

Diabetic Guests are required to carry a medical certificate from their doctor stating that they diabetic. Should insulin and/or syringes need to be brought on-board, guests must advise HK Express  ground staff at check-in. Please note that we are unable to refrigerate or store your syringes/insulin/ medicines on-board. Guests are advised to pack their insulin in a cool bag or vacuum flask. Guests may bring their own dry ice in quantities of less than 2.5kg (4.41 lbs) which is suitably packed to allow CO2 gases to evaporate freely. Ice gel packs may also be used inflight. The allowed volume of each individual ice gel pack should not exceed 100ml and are subject to security control under the carriage of Liquids, Aerosols and Gels (LAG) in hand baggage of departing passengers. Used syringes should be disposed of in the ‘sharps box’, which is carried onboard all of our flights. Please ask the cabin crew for assistance.

Note : Bringing sharp objects on board may be subject to the local country’s safety and security clearance procedures and is beyond the control of the airline. Please check with the specific country’s security and customs agencies you are transitioning through.

For Guests with peanut or tree nut allergy:

HK Express  recognizes that some Guests are allergic to peanut, tree nuts or other allergens. However, as we have to take into account the preferences of all of our passengers, we are unable to specifically cater to Passengers with allergy by granting requests that we not serve any particular foods, including tree nuts, on our flights, provide nut “buffer zones,” allow passengers to pre-board to wipe down seats and tray tables, or restrict other passengers from bring such food products or other similar requests. Our planes are cleaned regularly, but these cleanings are not designed to ensure the removal of nut allergens, nor are our air filtration systems designed to remove nut allergens. Therefore, we make no guarantee that guests will not be exposed to peanuts or other tree nuts on-board, and we strongly encourage customers to take all necessary medical precautions to prepare for the possibility of exposure.

For Guests with a peanut or tree nut allergy, please note that it is required to have a signed Physicians statement and Guest declaration form stating that said Guest is fit to fly with the possibility of exposure. The Physician’s statement and Guest Declaration form can be downloaded here, and must be dated within 10 days of the date of travel.

Should medicine and/or syringes need to be brought on-board, Guests must advise HK Express  ground staff at check-in. Please note that we are unable to refrigerate or store your syringes/medicines on-board. Guests are advised to pack their medicine in a cool bag or vacuum flask. Guests may bring their own dry ice in quantities of less than 2.5kg (4.41 lbs) which is suitably packed to allow CO2 gases to evaporate freely. Ice gel packs may also be used inflight. The allowed volume of each individual ice gel pack should not exceed 100ml and are subject to security control under the carriage of Liquids, Aerosols and Gels (LAG) in hand baggage of departing Guests. Used syringes should be disposed of in the ‘sharps box’, which is carried on-board all of our flights. Please ask the cabin crew for assistance.

Our ground staff and cabin crew, while trained to handle minor medical problems, have not received advanced medical training and are therefore not able to treat serious health-related issues. While each of our aircraft is equipped with basic first-aid kits and medical supplies, we cannot assist you in the administration of any medication or other essential medical or health requirements. If you require assistance you must travel with a Safety Assistant who must be 18 or above 18 years of age, and must be physically and mentally capable of providing the required assistance and we must be notified 72 hours before your flight.

For more information or to notify us of a medical condition please contact our call center. If you have any medical requirements that need to be cleared by a medical practitioner, or you have not contacted us in advance (minimum 72 hours) to gain clearance before your flight, you may be denied boarding.

Guests with Medical Cases and Portable Oxygen Concentrators (POC)

Guests with medical cases are allowed for carriage provided that the following documents are properly filled out and accomplished:  1. The Physician’s Statement and Guest Declaration form, 2.Physician’s Statement stating you are “fit to travel” and signed by your personal physician and the carriage of such complies with relevant regulations such as safe transport of dangerous goods, and notify our call center 72 hours prior to the flight.

Guests should carry sufficient amount of fully-charged batteries to support the device; at least 1.5 times of total flight duration.

We allow the carriage of a Portable Oxygen Concentrator (POC) and other battery-operated non-oxygen generating respiratory assistive devices such as nebulizers and ventilators for use inside the cabin.

However, we do not allow carriage of partially or completely filled oxygen tanks or liquid oxygen on board any aircraft.

Physician’s Statement  and Guest Declaration form for guest requiring POC should also indicate that the guest may be required to use respiratory assistive device on the duration of the flight.

Guests travelling with a respiratory assistive device must check-in at least 180 minutes prior the scheduled departure time and must present the POC and other respiratory assistive device and paperwork for inspection by a HK Express check-in agent.

Please note HK Express currently does not provide inflight medical oxygen. Please also refer to information in the Special Assistance Guests above.

Pregnant Guests  Pregnant Guests

Flying during a pregnancy is common; however, depending on the gestation period, HK Express requires a Doctors Certificate stating you are “fit to travel” and signed by your personal physician which has been issued within 7 days of departure. Please refer to the table below for exact details, travel must be completed by the times below:

  For a single pregnancy For a known multiple pregnancy
No medical certificate is required Up to the 27th week of pregnancy Up to the 27th week of pregnancy
Medical certificate is required within
7 days of travel to prove fit for travel and confirm the expected dare of delivery
At 28th week and up to 35thweek of pregnancy At 28th week and up to 31stweek of pregnancy
Expectant mothers cannot be accepted
for air travel
At or beyond 36th week of pregnancy At or beyond 32nd week of pregnancy

Accompanied Travel  Accompanied Travel

Under all circumstances you must be able to travel under your own power, or be accompanied by an adult guest for all flights on your itinerary. Failure to adhere to this guideline or any of the items specified above may result in denied boarding and the forfeiture of all amounts associated with your booking.

Extra Seats

If you require an extra seat – for a musical instrument or other article, you must book via a HK Express Airways Reservations Office, call center or authorized agent 72 hours prior to the travel. The prevailing fare for the extra seat will be charged. In order to arrange for adjacent seats, advance seat assignment (including the payment of any associated fees for such advance seat assignment) will also be required.

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