1. A delay notification will be sent to your booking contact (phone number/email address) if your flight departure is delayed by 90 minutes or more
2. Register/Log in to your account in the Flight Delay Protection portal
3. Click on the Delayed Flight that is eligible for the benefit
4. Choose your benefit option

• Airport VIP Lounge Pass – view the available lounge or restaurant locations within the designated list and generate a QR code for one-time lounge access (You may save the QR code to your device for later use; it ill be valid for 6 months)
• HKD 80 Cash Benefit (for bookings originating from Hong Kong and with a valid HKD bank account in Hong Kong only) – complete and submit the redemption form with your personal information and Hong Kong bank account details
   

Notes:

1. All passengers in the same booking (flight) must select the same benefit option. Once selected, you cannot change your benefit option.
2. For passengers choosing the Airport VIP Lounge Pass, one QR code will be generated per booking (flight) by the booking contact person. The QR code must be used by all passengers in the same booking at once. Split or repeated use of QR code is not permitted. Enjoy one-time complimentary access to a designated airport VIP lounge or airport set meal worldwide (valid for 6 months)
3. For passengers choosing HKD 80 Cash Benefit, only one bank account under the name of one of the travelling passengers can be registered per booking (flight).

1. What is the Flight Delay Protection Portal?
   The Flight Delay Protection Portal is a platform that monitors the status of any flight(s) enrolled in the Flight Delay Protection under the same email address. It allows passengers to redeem benefits if their enrolled flight(s) experience a departure delay of 90 minutes or more.
    
2. Do I need to register an account in Flight Delay Protection Portal?
   Your flight is automatically enrolled, and its status is monitored by the Flight Delay Protection Portal.
   
   To redeem your benefit, you must first register an account in the Flight Delay Protection Portal using the same email address provided as the booking contact. Once registered, simply sign in with your email address to redeem the benefit.
    
3. How can I receive the notification for benefit redemption?
   To receive a notification, the contact person of the booking must provide the correct contact email address and mobile phone number during booking. Please ensure that you are able to receive SMS or email whether you are in or outside Hong Kong. Please note: local or overseas SMS/data may apply, depending on your data plan.
    
4. How can I redeem the benefit?
   To redeem the benefit, click the link provided in the notification email or SMS to sign in the Flight Delay Protection Portal. Benefits are available for redemption within 7 days after Flight Delay Protection is activated.
   
   For Airport VIP Lounge Pass:
   A QR code will be instantly generated once the redemption process is completed. This QR code serves as your Airport VIP Lounge Pass, granting one-time access to a designated airport lounge or airport set meal worldwide (check available lounges / restaurants here) within a 6-month period. You may use it any time within the valid period. Please note: lounge usage is subject to the terms and conditions of the respective lounge.
   
   For HKD80 cash benefit (for bookings originating from Hong Kong only):
   Complete the designated form with your bank account information for the cash transfer. Payment will only be made in HKD to a personal bank account issued by a bank registered in Hong Kong under the name of the eligible HK Express Priority+ passenger. The cash benefit transfer will be completed within 7 working days.
    
5. Can I select a different benefit for selected passenger(s) in the same booking?
   No. All passengers in the same booking must select the same benefit.
    
6. Can I change my benefit after redemption?
   No. The benefit cannot be changed once it has been redeemed.
    
7. Is the Airport VIP Lounge Pass transferable?
   No. The Airport VIP Lounge Pass is non-transferable.
    
8. Can I split the use of the Airport VIP Lounge Pass?
   No. All passengers must access the airport lounge or redeem the airport set meal at the same time.
    
9. Can my child/infant enter the lounge?
   Each lounge has its own policies regarding the admission of children and infants. Please check with the lounge for details.
    
10. What should I do if I cannot access the lounge?
    Please contact HK Express Customer Connect for assistance.
    Please note: Some lounges might be located before or after the passport control and security checks and may not be in the same terminal as your departure flight. Please check the lounge location and operating hours before selecting your lounge.
     
11. There is no available lounge found at my departure airport. What should I do?
    You may choose one of the following alternative benefits:
    • An Airport VIP Lounge Pass valid for one-time access worldwide within 6 months for your next trip; or
    • An airport set meal option at your departure airport (if available).
     
12. What should I do if I do not receive any notification regarding my Flight Delay Protection?
    For any assistance and enquiries, please contact HK Express Customer Connect.

1. What is a Flight Delay?
   A flight delay occurs when a flight departs later than its scheduled time, usually due to ad-hoc changes to flight schedule within 2 days before the original scheduled departure. Customers enrolled in Flight Delay Protection are entitled to receive benefits whenever a flight departure is delayed by at least 90 minutes.
    
2. What is Flight Delay Protection?
   Flight Delay Protection is a complimentary benefit offered by HK Express exclusively for eligible passengers who purchased the HK Express Priority+ service. It is designed to give passengers added peace of mind amid unexpected departure delays.
    
3. Who is eligible for Flight Delay Protection*?
   A passenger who has purchased the HK Express Priority+ on or after 23 October 2025 and meets all of  the following conditions is eligible for HK Express Flight Delay Protection:
   
   1) Your flight is booked via one of the following channels – HK Express Official Website, Mobile App or WeChat Mini-App at least 48 hours before the scheduled time of departure.
   Note: If you bought your tickets through other channels, you may add still add HK Express Priority+ via Manage My Booking
   
   2) You added HK Express Priority+ for the scheduled flight either during the initial flight booking or via Manage My Booking.
   
   3) You hold a valid boarding pass issued by HK Express.
   Note: If you purchased U-First with Flight Delay Protection between 28 November 2024 and 22 October 2025, you remain eligible for the service under HK Express Priority+.
    
4. What benefit will I get?
   For a flight departure delay of 90 minutes or more, an eligible HK Express+ passenger will be entitled to an Airport VIP Lounge Pass, granting one-time access to a designated airport lounge or airport set meal worldwide, valid for 6 months (check available lounges here).
   
   For journeys originating from Hong Kong, eligible HK Express Priority+ passengers will may choose between: an Airport VIP Lounge Pass, or  a cash benefit of HKD80 (applicable only to HK Express Priority+ passengers holding a valid HKD bank account in Hong Kong).
    
5. Do I need to manually enroll my flight in Flight Delay Protection?
   No. Any flight associated with HK Express Priority+ will be automatically enrolled and its status will be monitored.
   The booking contact will automatically receive a notification via SMS and email if the flight is delayed by 90 minutes or more.
    
6. Are all delay reasons covered in Flight Delay Protection?
   All delay reasons are covered, with the following exclusions:
   - War, disaster, invasion, embargo, epidemic or pandemic declared by the World Health Organization, act of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power.
   - Action taken by any government authority including confiscation, seizure, destruction and restriction.
   - Any nuclear reaction or contamination, ionising rays or radioactivity, or any case of force majeure.
   - Cyber-attack and the resulting impact.
   - Circumstances known to you before purchase of your scheduled flight, and which could reasonably have been expected to lead to departure delay of the scheduled flight.
   
   For details, please refer to Section 7: Exclusions in the Benefit Booklet.
    
7. What should I do if my flight is changed?
   Your Flight Delay Protection will be automatically transferred to your rebooked flight.
    
8. Am I eligible for a benefit if my flight arrives late at the destination?
   No. Flight Delay Protection only covers departure delays.
    
9. Am I eligible for a benefit if I miss my connecting flight?
   No. Missed connections are not covered by Flight Delay Protection.
    
10. Am I eligible for the benefit if my flight is cancelled?
    No. Flight cancellations are not covered by Flight Delay Protection.
    
    Please note: if a delayed flight is eventually cancelled, the benefit will no longer apply once the cancellation is confirmed.
     
11. What happened to U-First?
    Starting from 23 October, 2025, U-First has been renamed.. Customers who purchased U-First will continue to enjoy priority check-in and boarding. For those who purchased U-First with Flight Delay Protection between 28 November 2024 and 22 October 2025, you will now receive HK Express Priority+, which includes priority check-in, boarding, and Flight Delay Protection.

Please refer here for full price list.

Flight Delay Protection is provided by Hong Kong Express Airways Limited (“HK Express”), and it is administered by AXA General Insurance Hong Kong Limited (“AXA”), including any of AXA’s third party service providers, on behalf of HK Express. For full details of the Flight Delay Protection, terms and conditions, benefits, and its exclusions, please refer Benefit Booklet

Please refer List of Airport VIP Lounges (Provided by DragonPass) for airport lounges

1. HK Express Priority+ and HK Express Priority services are non-transferrable, non-refundable and not exchangeable for cash.
2. Owing to operational circumstances, HK Express Priority+ and HK Express Priority service may not be available for some flights.
3. In case of dispute, Hong Kong Express Airways Limited reserves the right of final decision.
4. In the event of any inconsistency between the English and other language versions of this FAQ, the English version shall prevail.