FAQ (Cancellations Refunds)

How do I request refund if my flight is delayed or cancelled?

All HK Express flights, fares and surcharges are non-refundable. Under certain circumstances, we may offer refund option.

If you received a flight cancelled notification with a refund option, we encourage you to change or refund your booking by following the instructions listed on the notification email or by access this link https://irop.hkexpress.com/en-us/irop/login to arrange for alternative options.

Should you need more assistance, you may also contact us via our Customer Connect
 

How can I change the date/time of my flight if i purchased the tickets through a travel agent?

For tickets purchased through a travel agent, we recommend that passengers change their flight time or date through their travel agent. Please note that the administrative charges applied by the travel agent may differ from those specified in our Fare Rules and may be additional to those fees.

Can I request refund for baggage, seats and meals?

Payment for any products or services offered and provided by HK Express are non-refundable. Add-on services such as baggage, inflight meals and seats cannot be modified, cancelled or transferred to another person.

Can I change my flights or get a refund if I get sick and unable to travel?

All HK Express fares are non-refundable. However, if you, as the passenger, are experiencing serious medical conditions which forbit you from traveling, we may assist you to change your travel date to a new date within two (2) months of your original scheduled travel date.

To apply for a medical date change request, please provide us with a valid medical documentation through our Service Request Form and it must be submitted before your scheduled travel departure time. Any late submission will not be accommodated.

The medical certificate must contain the following information:

• Date of issuance
• Name of doctor
• Name and contact information of the hospital/clinic
• Clear indication of unfitness for travel on the scheduled travel period and detailed description/diagnosis
• Signature of doctor and/or Hospital / Clinic chop

All changes are subject to approval, seat availability and fare difference apply. Changes to the ticket due to medical reasons are only applicable to the concerned passenger. Such arrangement will not be extended for other traveling companions.

Where can I find my refund application status?

To check your refund application status, please follow the steps below.

• Step 1: Visit https://hkexpress-erefund.tpapac.io and click "Application Status".
• Step 2: Input your refund tracking number, then click “Search”.
• Step 3: The status of your refund application will be shown as "processing" or "approved".