FAQ (Special Assistance)

How do I request wheelchair service?

If you require wheelchair assistance, please submit your request at least 48 hours before your scheduled departure time through [Manage My Booking]. The steps are as follows:

1. Visit [Manage My Booking].
2. Enter your [Booking Reference] as well as your [Last Name] and [First Name] on the page, then click [Search Booking].
3. Select [Wheelchair Service Request], fill in the relevant information according to your actual needs until you complete the request. If your application is successful, we will send you an updated itinerary that includes the wheelchair service.

For the details of wheelchair application requirements, please click here

Advance notice is very important so that we can make the necessary arrangements and provide assistance when you arrive at the airport. Wheelchairs used by passengers with reduced mobility will be checked in free of charge. To allow sufficient time for check-in, security and immigration procedures, please arrive at the airport check-in counter at least 120 minutes before your flight’s scheduled departure.

If you apply for wheelchair assistance within 48 hours of your flight's departure, please contact our Customer Connect Team via Customer Care

Special Assistance Passenger Who Requires Safety Assistant

Safety Assistant – required for passenger with a disability as a condition of being provided air transport, if HK Express determines that a Safety Assistant is essential for safety:

• A passenger who because of mental disability, unable to comprehend or respond appropriately to safety instructions from cabin crew, including safety briefing.
• A passenger with mobility impairment is so severe that the person is unable to physically assist in their own evacuation from the aircraft in the event of an emergency.
• A passenger who has both severe hearing and vision impairment that they cannot establish a means of communication with cabin crew that is adequate both to permit transmission of the safety briefing, and to enable to the passenger to assist in their own evacuation from the aircraft in the event of an emergency.

Safety Assistant must be physically and intellectually capable of providing assistance during an evacuation and must travel preferably in an adjacent seat.

Travel Assistant - recommended for passenger with a disability if they are non-self reliant (i.e. if they require assistance with personal care needs that are not provided by HK Express onboard), and need assistance with:

• Actual feeding (food and drink)
• Elimination function (inside the lavatory or at their seat)
• Medical service inflight (e.g. injectable medication, intravenous fluids, or assistance to control their behaviour)

In addition, Cabin Crew shall not be expected to provide assistance to PRM which would fall into the category of 'personal care'.

A Safety or Travel Assistant who must be 18 or above years of age and must be physically and intellectually capable of providing the required assistance.

Passenger travel with a Safety or Travel assistant must not be seated at an emergency exit row or seated wherein they could obstruct emergency exits, impede the crew of their duties, obstruct access to emergency equipment or hinder aircraft evacuation.

Can I bring pets or assistance dog onboard?

We do not accept pets for carriage, whether in the cabin or as checked baggage.

Assistance dog is allowed, however, there are some restrictions and documentations required.

For more details, please visit "Travelling with a Guide Dog / Assistance Dog".

What are the requirements for pregnant Customers?

Depending on the gestation period, we may require a Doctor’s Certificate stating you are “fit to travel” that must be signed by your personal physician and issued within 10 days of your flight with us.

For details, please visit "Pregnant Customers".