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Important Travel Notice

Important Travel Notice for Passengers on 21 Jul2024

 

Following an overnight effort by HK Express and close collaboration with our service provider, Navitaire, our service systems have been fully resumed as of this morning. Our booking and online check-in systems are now operating normally. We have contacted all affected passengers via email and SMS with information regarding flight cancellations, rebooking options, and refund arrangements.

HK Express has deployed additional staff at the Hong Kong International Airport and other affected airports to ensure the remaining flights scheduled for today operate as planned. To help affected passengers depart as soon as possible, we have upgraded six flights scheduled for tomorrow (July 21) between Hong Kong Kaohsiung and Hong Kong Taichung to A321 aircraft to increase seating capacity. Passengers whose flights were cancelled today and wish to depart as soon as possible are encouraged to contact our Customer Connect Team to explore rebooking options on the following flights:

• UO130 Hong Kong to Kaohsiung
• UO131 Kaohsiung to Hong Kong
• UO132 Hong Kong to Kaohsiung
• UO133 Kaohsiung to Hong Kong
• UO182 Hong Kong to Taichung
• UO183 Taichung to Hong Kong

HK Express sincerely apologises for the inconvenience caused. We are committed to assisting affected passengers and we appreciate our customers' patience and understanding. We would also like to express our sincere gratitude to all HK Express staff and our partners for working tirelessly to address the challenges posed by this incident. HK Express: Hong Kong's first and only low-fare airline! View and book airfare tickets in Asia, check flight schedules & flight status.

Important Travel Notice for Passengers on 20 Jul2024

 

HK Express confirms that the service system of our service provider Navitaire, which was previously impacted by the global Microsoft system outage, is gradually resumed. We are doing our best to ensure that all systems resume normal operation as soon as possible. Currently, HK Express' booking and online check-in systems have been largely resumed.

 

We previously announced that 24 flights originally scheduled to depart on 20 July (today) were impacted. We now confirm that flights UO172, UO173, UO552 and UO553 will be reinstated (with new departure time), while the remaining flights will remain canceled. We appreciate our customers' patience and understanding. For other unaffected flights, passengers are advised to arrive at the airport as usual.

 

For details of the 20 affected flights, please refer to https://bit.ly/3WeGKBb

 

Affected passengers of the cancelled flights are advised to not to come to the airport, please make sure your contact info on "Manage My Booking" is up to date and check your email periodically for the latest flight arrangement, and follow the instructions to make free flight change or refund.

 

We suggest all customers to check the latest flight status before departing to airport: https://www.hkexpress.com/en-hk/your-trips/flight-status/. If your flight is not being affected, please arrive at the airport at least three hours prior to departure to allow sufficient time to complete the check-in process. Customers at the airport may also check the flight status at the flight information display. We thank our customers for their patience and understanding.

 

Passengers who require further assistance can refer to https://www.hkexpress.com/en-hk/need-help/customer-care/ to contact our Customer Connect Team.

 

Important Travel Notice for Passengers on 19 Jul 2024

Due to a global service outage of Microsoft, Navitaire, our global e-commerce system has been affected. Multiple airlines worldwide, including HK Express’ website, mobile app and WeChat mini-app (including the Gotta Go Super Sale booking) have been impacted. Self-service check-in facilities at Hong Kong International Airport and our departure control system have also been affected, we are currently performing manual check-in procedures for our passengers.
We suggest all customers to check the latest flight status before departing to airport: https://www.hkexpress.com/en-hk/your-trips/flight-status/ and arriving at the airport at least three hours prior to departure to allow sufficient time to complete the check-in process. Customers at the airport may also check the flight status at the flight information display. We thank our customers for their patience and understanding.
In light of the situation, HK Express provides a special ticket guidelines for specific affected flights, please refer to: https://bit.ly/3SckSF2
Passengers who require further assistance can refer to https://www.hkexpress.com/en-hk/need-help/customer-care/ to contact our Customer Connect Team.

Important Travel Notice for Passengers Traveling from Hong Kong International Airport on 23 Jun 2024

Passengers are encouraged to arrive at the Hong Kong International Airport early to allow ample time for check-in procedures and avoid disruption to your journey.

 

For those who have not entered the restricted area, assistance is available at HK Express' check-in counters at aisle H.

 

Passengers who have passed through the security check and are inside the restricted area for departure may go to the service desk at T1 Midfield Concourse (next to Gate 209) for more information.

Important Travel Notice for Passengers Traveling from / Transiting at Hong Kong International Airport

Passengers are kindly advised to arrive at their boarding gate at Hong Kong International Airport 45 minutes prior to the scheduled departure time, considering the time required for security procedures and gate distances. Please note that certain gates may require passengers to take an automatic people mover or shuttle bus in order to reach them, which may take 30 minutes or more. Passengers who miss the boarding time will be denied boarding. Thank you for your cooperation.

Important Notice for Passengers Departing from Airports with Security Screening Exemption

In accordance with the Hong Kong Aviation Security Legislation, all passengers must undergo security screening at the departure airport for flights to Hong Kong. Passengers who have not completed the security screening will not be allowed to board.

Important information for British National (Overseas) passport holders

Updated on 30 January 2021 – 22:30 HKT

The Government of the Hong Kong Special Administrative Region (HKSAR) has announced that with effect from 31 January 2021, British National (Overseas) passports will no longer be regarded as valid travel documents or proof of identity. 

Passengers travelling to/from Hong Kong are asked to note the following:

  1. BN(O) passport cannot be used for immigration clearance in Hong Kong. The Hong Kong residents concerned may continue to use their HKSAR Passports or Hong Kong Permanent Identity Cards for entering or departing Hong Kong;
  2. BN(O) passport cannot be used as any form of proof of identity in Hong Kong. The Hong Kong residents concerned may continue to use their Hong Kong Permanent Identity Cards as proof of identity;
  3. When passengers board flights for Hong Kong, airlines concerned must require Hong Kong residents concerned to present their HKSAR Passports or Hong Kong Permanent Identity Cards as proof;
  4. Hong Kong permanent residents who are not of Chinese nationality and do not hold other valid travel documents may apply to the Immigration Department for Document of Identity for Visa Purposes for international travel.

Acceptance on Alcohol-based Disinfectant and Sanitizer Products

Updated on 19 Feb 2020

Alcohol-based disinfectant and sanitiser products (including hand sanitiser gel, alcohol wipes and medical alcohol) can be accepted in carry-on baggage if they meet the following requirements:

  • Do not exceed max. volume of 100ml for each item
  • All liquids, aerosols, and gels should be carried in one resealable, transparent plastic bag
  • Each Guest can carry no more than 1L in capacity (There is no limitation on alcohol by volume (% of alcohol concentration))

Items exceeding the above stated volume should be packed into your checked baggage if they meet the following requirements:

  • Total net quantity must not exceed 2kg or 2L per Guest
  • Net quantity of each single article must not exceed 0.5kg or 0.5L
  • Must be protected with a cap or other suitable means to prevent inadvertent release of the content

Please note that bleach products, including diluted household bleach are prohibited and cannot be accepted to board our aircrafts.

We strongly encourage Guests to practise hygienic measures and prevention control, you may find guidelines from the Hong Kong Department of Health here.

As with the prevention of all communicable diseases, we also recommend that Guests:

  • Carry alcohol-based handrub
  • Observe good personal hygiene
  • If you choose to wear a surgical masks, prepare an adequate number for wearing onboard

Notice regarding recall of Apple 15-inch MacBook Pros

Posted on 29 Aug 2019

Apple has recently initiated a battery recall programme for MacBook Pro Retina, 15-inch units that were sold between Sep 2015 and Feb 2017 due to the batteries’ potential overheating and fire safety risk. This recall programme applies to selected serial numbers only which can be verified on Apple Inc’s website. As such, Guests are advised not to bring said devices which contain lithium batteries identified under the above-mentioned recall programme on board an aircraft, until they have been repaired or replaced as per the manufacturer’s advice.