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FAQ (Flight Bookings)

How do I book a ticket?

Ticket can be purchased via our official website, mobile app, via travel agencies or third party websites. You may purchase tickets through our official website or mobile application up to 4 hours before the flight's departure time. For more information please visit "Booking via our website". Please be reminded that we do not offer "book first pay later" function.

What types of fare do you offer and what do they include?

There are 2 types of fare: Fun Fare and FunFlex Fare. The following are the benefits of each type of fare:

  1. Fun Fare
    • Free carry on baggage up to 7 kg
  2. FunFlex Fare
    • Free carry on baggage up to 7 kg
    • U-First benefits: priority check-in, express boarding and priority baggage
    • Free date/time changes up to 3 hours before departure(fare difference applies)

Can I book multi-city/open jaw flights?

You can book multi-city/open jaw flights if you depart from Hong Kong, unfortunately this function is temporarily unavailable for flights departing from other origins. To make such bookings, kindly visit our official website, select “Multi-City” from the drop down menu at the flight search section.

How do I book group tickets/family tickets?

Our expert group booking team will be happy to help with all of your group travel needs. Our dedicated team specialises in coordinating group travel for schools, sports teams, family reunions, weddings, company incentives and more. To make a booking for 10 or more people, or for general group inquiries, please email to hke.groupdesk@hkexpress.com or call us at +852 3903 8688 (Mon - Sat: 09:00 – 19:00).

Can I still use the returning flight of my round trip booking if I missed my outbound flight?

If for any reason you missed the outbound flight of your round trip booking, your returning flight will still be valid. However, no full refund will be given for the outbound sector (except flights to/from South Korea).

What is processing fee?

Processing fee is a booking channel fee. It is only applicable for bookings originated outside of Hong Kong(e.g. Tokyo <> Hong Kong).

What is fuel surcharge?

Fuel surcharge is the additional fee to cover the fluctuating fuel cost. It may be adjusted in accordance with fuel prices. Different fuel surcharges are applicable for flights originating from different regions, and the fee is non refundable. For more information, please visit Fuel Surcharge.

Can I correct a misspelled name or make changes to the names in my booking?

We allow minor name corrections. The passenger's name on the booking should be identical with the name on the passport. Name correction is permitted for the following instances: spelling, interchanging first and last names, and title. You will need to send us your passport copy to customer.care@hkexpress.com for verification. Our Customer Care team will reply within 24 hours. Please be reminded that there is a fee for name correction on a per passenger per booking basis. For more information, please visit "Other Fees".

Can I transfer my booking to another person?

According to standard airline's policy, you are not permitted to transfer your booking to another person.If you want to book a flight for another person, please make a new booking.

Can I make changes to date of birth in my booking?

Yes, if you need to correct the date of birth in your booking, please contact us via live chat, or email to customer.care@hkexpress.com. Kindly indicate your booking reference number, name of the passenger and the correct date of birth. No fee will be incurred.

How do I change my contact information and gender in my booking?

You can modify your contact information and gender of your booking without any cost. You may contact us via live chat, or email to customer.care@hkexpress.com.

When will I get the e-ticket after making a booking?

A booking confirmation email with details of your itinerary will be sent to the email address in the booking immediately after your booking is made. The itinerary will serve as your "e-ticket", the booking reference number or "PNR" will be your ticket number. We suggest Customers to print and bring the copy of your confirmation email with you to the airport for easy check-in. You may also request your itinerary here.

How do I request for a copy of my travel itinerary?

To request for a copy of your travel itinerary, please follow the below steps:

  1. Visit this link: https://www.livedemo.net/hkexpress/appPage/index?langId=6
  2. On the request page, select “Request for Itinerary”
  3. Fill in all the information correctly
  4. Click “Submit”

Note: If your booking was created via travel agency, please contact your travel agent regarding your itinerary.

How do I request for an invoice?

The payment summary in your booking confirmation email entails payment details, this will serve as an invoice for your booking. If you would like to request a copy of your itinerary please visit: https://www.livedemo.net/hkexpress/appPage/index?langId=6&catId=0

How can I change the date/time of my flight?

To make changes to your flight, the change request must be made at least 48 hours before scheduled flight departure.

A fee will be charged for flight changes on a per passenger and per segment basis. Fare difference may apply and there will not be any refunds for lower fares. Please refer to this link for the updated fees and charges.

You can either use our mobile application or message us via live chat to submit change request. If you made your reservation through our website, you can change your flights via "Manage My Booking". Just follow these simple steps:

  • Step 1: Select "Manage My Booking" on our official homepage.
  • Step 2: To retrieve your reservation, input your reference number/PNR and the last name of the person who made the booking
  • Step 3: Click "Change Flight"
  • Step 4: Select the desired flight sector you wish to change, then click "Find Flights"
  • Step 5: Select the desired new flight time. As you select the new flight, any additional charges incurred will be displayed at the upper right side of your screen. Then click "Next" to proceed
    Please note, If your new flight departs in the next 4 days, your current meal selection will be forfeited. We are unable to allocate your current seats to your new flights. Previous seat selection fees will be refunded to you in the form of credit and can be used for seat selection, other travel extras or to offset the cost of your new flight. Your new flight date may not match the dates of your insurance policy, please contact your insurance provider for details.
  • Step 6: Please review flight details and charges carefully before proceeding to payment. Input your credit card details and confirm acceptance of our policies. Then click “Next” to confirm and complete payment. The updated itinerary will be sent via email

Flights departing from Korea: For changes made at least 48 hours before scheduled departure time, a change fee of KRW 30,000 one-way will be charged; for changes made within 48 hours before scheduled departure time, a fee of KRW 60,000 one-way will be charged. Due to fare and tax applicable at the time of change, fare differences may apply and there will not be any refund for lower fares. Change of names or routes are not permitted. Date/time change is permitted only with respect to flights that depart from Korea.

If my flight is cancelled by HK Express, how do I make changes to the affected flights?

You can submit change request via this link.

You may also contact us via our live chat. Our Customer Care representatives will assist you to accomodate you to the next available flight. Please note that seats are subject to availability.

Can I change the origin/destination of my flight?

Once your booking is confirmed, re-routing (changing origin/destination) is not permitted.

Do I need to buy tickets for babies under 2 years old?

We value the comfort and safety of each of our Customers, including those with infants. Infants can only be accepted for travel after 7 days from birth. You are advised to make infant bookings online or via our Call Center 48 hours before travelling due to the limited number of infants that can be accommodated on a flight for safety reasons.

You may find guidelines for travelling with an infant here.

 

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