Fraudsters may impersonate HK Express through fake emails, SMS messages, websites, social media accounts, or other communication channels — often attempting to trick you into clicking suspicious links, sharing personal information, or making payments. Please stay alert at all times.

HK Express will never:

• Ask for your password, one-time password (OTP), or full credit card details by email, SMS or social media;
• Ask you to process a refund through a third-party website, messaging application or social media message;
• Request payment to a personal bank account, e-wallet or virtual asset account;
• Ask you to download software to receive a refund or reward. 

Be cautious if you notice any of the following warning signs:

• The sender's email address or account uses an unofficial domain or contains misspellings.
• The content includes unusual spelling mistakes, grammatical errors, or unnatural language.
• The design, layout, or company logo doesn’t match official HK Express communications.
• You’re asked to provide personal information, credit card details, login credentials, passwords, or a one-time password (OTP).

If you receive a message claiming to be from HK Express — including anything about flight arrangements, surveys, rewards, promotions, or special offers — please verify the sender's details before taking any action. Never click suspicious links, download or open attachments, or scan QR codes from unverified sources. 

Any refund, compensation, or reimbursement should always be verified through HK Express's official communication channels. We process all refunds directly to your original payment method and will never ask for your credit card details for this purpose.

Think You’ve Encountered a Scam?

If you suspect you’ve come across a scam or other fraudulent activity, we recommend you:

• Stop all further contact with the suspicious party immediately.
• Keep any relevant records, screenshots, messages, or other evidence.
• Report the incident to the police authorities as soon as possible. 

Contact Us Through Official Channels

If you have any questions or concerns, please contact us through our official channels:

HK Express Official Website: https://www.hkexpress.com/en-HK  

HK Express Customer Connect Team: https://www.hkexpress.com/en-HK/Need-help/Customer-Care