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Special Assistance

HK Express is committed to providing you with safe, reliable service, and our friendly staff are available to help throughout your journey. We understand that in certain situations travel can be particularly stressful. Please review the guidelines below to ensure you have a smooth experience at the airport and in the air.

Guests with reduced mobility

Guests with reduced mobility refers to any person whose mobility when flying is reduced due to any impairment including those requiring the use of wheelchairs, canes or other device; vision, hearing or speech impairments; intellectual disability or impairments including developmental disabilities; medical conditions whether temporary or permanent.

Most Guests who have one or more of these disabilities can travel safely without extraordinary assistance. Therefore, it is safe to assume that a Guest with reduced mobility is self-reliant. Guest shall NOT be refused air transport on the grounds of their disability or lack of mobility, except ONLY for reasons which are justified on the grounds of safety.

Special Assistant Guests

Guests with reduced mobility or medical conditions who are unable to complete any of the below tasks independently; are defined as “Special Assistance Guests”.

  • Unfasten their seat belts
  • Leave their seats and reach an emergency exit unaided
  • Retrieve and fit their own lifejackets
  • Put on oxygen masks without assistance

They are required to fly with a Personal/Safety Assistant who must be 18 or above years of age and must be physically and mentally capable of providing the required assistance.

In addition, we are unable to provide assistance in performing tasks which would fall into the category of ‘personal care’, it includes:

  • Breathing (reliance on supplementary oxygen)
  • Feeding (Cabin crew can open and describe content of food items but will not perform the task of feeding)
  • Toileting (if the passenger is incapable of using the toilet facilities unaided)
  • Medicating (if the passenger is incapable of administering their own medicines and medical procedures)

Guests travelling with a Personal/Safety Assistant must not be seated at emergency exit rows or seated wherein they could obstruct emergency exits, impede the crew of their duties, obstruct access to emergency equipment or hinder aircraft evacuations.

Travelling with a Wheelchair

If you require wheelchair assistance, we ask that you make your request at least 48 hours prior to departure when possible. This can be done via our call center where our friendly and knowledgeable staff will guide you through the booking process. When possible, travel with a wheelchair should be noted at time of booking. Advance notice is important to ensure that we can meet your needs and assist you upon arrival at the airport.

Please ensure that you arrive at the airport at least 180 minutes before scheduled departure time so that check in, security and immigration matters can be fulfilled before the flight boarding time. Guests are welcome to use their own wheelchair as far as the boarding area.

Once you arrive at the boarding gate please make yourself known to a ground crew member prior to boarding. We will ensure you are safely transferred to the aircraft. Once onboard our friendly cabin crew members will be there to assist you during the flight.

Travelling with Infants

We value the comfort and safety of each of our Guests, including those with infants. Infants can only be accepted for travel after 7 days from birth. You can 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. Below are some guidelines when travelling with an infant.

  • An infant is any Guest who is less than two years of age for the entirety of the itinerary.
  • To ensure the safety of all Guests, only one infant per adult (legal parent or guardian) is permitted. This responsible person must be over 18 years of age.
  • Foldable Strollers are allowed to be carried onboard our aircraft as long as they meet the requirements of our carry-on baggage policy and; if there is sufficient space for storage.
  • Strollers and Car Type Safety Seats can be checked for free and will not count towards baggage allowance.

Seating Requirements

Please note that HK Express does not offer bassinets in-flight.

HK Express will provide an infant seat belt in-flight. Infant MUST be secured by an infant seat belt on the adult’s lap for take-off, landing and whenever the fasten seat belt sign is illuminated.

Up to two infants per row and only one infant on each side can be accommodated due to the limited number of oxygen masks available.

Car-Type Safety Seat

If a Car-Type Safety Seat is to be used for an infant or child between 6 months and 3 years old, the Guest must bring their own and an extra seat must be purchased. The Guest is responsible for installing the Car-Type Safety Seat on the passenger seat. Car-Type Safety Seat can only be accepted on a window seat.

Should Guests choose to bring their own Car-Type Safety Seat on-board, the seat must meet the following requirements as stipulated below:

  • Must be forward facing and the width must not exceed 16.5 inches
  • Have a well-defined shell and where there is a separate shell and under-structure, they must be securely attached to each other
  • Be of a design that the child can easily and quickly be secured in or removed from the seat.
  • Have a single release type harness which secures the infant’s lap, torso and shoulders while preventing unreasonably easy release
  • The harness straps of the safety seat must be a minimum width of 1”/25mm
  • Must meet at least one of the below international standards:
    • European Aviation Safety Agency (EASA) ETSO-C100b
    • Federal Aviation Administration (FAA) TSO-C100, TSO-C100a, TSO-C100b, or TSO-C100c
    • European Safety Standard requirements of Economic Commission for Europe (ECE) Regulation 44
    • United States Federal Motor Vehicle Safety Standard FMVSS 213
    • Australia / New Zealand Standard (AS/NZS) 1754

Summary

Summary
Age Seating Requirement

7 days – 6 months

Infant Safety Belt (On adult’s lap)

6 months – 2 years old

Infant Safety Belt (On adult’s lap)
OR
Car Type Safety Seat

2 – 3 years old

Car Type Safety Seat

CARES Harness

As an alternative to the Car-Type Safety Seat, Guests may purchase an extra seat and bring their own FAA (Federal Aviation Administration) approved CARES Harness to secure their child for the flight.

Please note that the child should be:

  • able to sit upright unsupported on a forward-facing seat
  • under 1m (40 in) in height
  • between 10-20kg (22-44lb) in weight

CARES Harness must meet the following requirements as stipulated below:

  • Must have the correct FAA label attached
  • Must function normally
  • Not to be installed on seats with airbag seat belts
  • Not to be used on emergency exit row seats

Guests are responsible for the correct installation of the CARES Harness onboard. For more information, please visit http://kidsflysafe.com/

Travelling with Children

Any guest that is aged between 2-11 years inclusive is classified as a child and must occupy a purchased seat. HK Express does not offer child discounts as we offer the same low fares to all our guests. As per HKCAD’s requirement, children between the age of 2 to 3 years old must be secured with either the adult safety belt, a safety harness, a Car-Type Safety seat, or an appropriate child restraint device if the child weigh less than 15 kg.

Travelling with Elderly Guests

Elderly Guests will be given special assistance if required.

Please inform us in 48 hours in advance if you need any special assistance before, during or after the flight.

HK Express allows Guests to bring certain types of mobility aids such as canes, crutches and walkers on board the aircraft, provided they can be safely stowed within the aircraft.

Special Meals

It’s important to note that food and beverage onboard HK Express flights are available for purchase only. If you have dietary restrictions, religious requirements or are travelling with children, we suggest that you select accordingly. We cannot guarantee the availability of specific items on any of our flights.

Vision and Hearing Impaired Guests

We want all of our Guests to have a safe, smooth journey when travelling with us. If you require assistance due to a vision or hearing impairment, please contact our call center to request additional assistance at least 48 hours prior to the flight. This will ensure a smooth and hassle free journey.

Travelling with a Guide Dog / Assistance Dog (Disability Assistance Dog*)

Guide Dog: is one that is trained to provide mobility assistance to a blind or partially sighted person. A Guide Dog is one that is trained by an individual or organization that is accepted by and affiliated to the International Guide Dog Federation.

Assistance Dog: is one that has been specifically trained to assist a disabled person and that has been qualified by an organization registered as a member of the Assistance Dog International and Assistance Dogs Europe. The dog will have been granted certification by the relevant country’s Health Department on the basis that the dog’s high standard of training, behaviour, health and welfare are such that it should be permitted to accompany its client, owner or partner at all times and in all places.

Guide Dog/Assistance Dogs shall only be accepted for carriage in the cabin provided that:

  1. They meet the Agriculture, Fisheries and Conservation Department(AFCD)’s definition of Disability Assistance Dog(DAD)*;
  2. The Guest has obtained a Special Permit from AFCD for the Importation/Transit/ Transshipment of the dog;
  3. The passenger has obtained prior written approval from AFCD for in-cabin transportation of the Guide Dog/Assistance Dog; and
  4. Original copies of all documentations required by AFCD are presented at check-in and on arrival into Hong Kong.

Guide and Assistance Dogs being imported or travelling in transit or transshipment to countries other than Hong Kong should comply with the regulations of their final or transit destination, as well as the HKCAD’s guidelines 6.4 in CAD 800.

Care and supervision of the Guide and Assistance Dogs is the sole responsibility of their owners and we require that the dogs relieve themselves in a way that does not create a health or sanitation issue inflight. Also, if the dogs present a trip hazard or hazards to other Guests, we will be unable to carry them.

Please notify our call center 48 hours before your flight to advise us when you are travelling with a Guide or Assistance Dog and submit the required documentation as soon as possible after initial contact with our Call Centre. We are unable to allow carriage without the required documentation that satisfy the requirements from the origin and destination countries.

Dogs not meeting the definition of Guide and Assistance Dogs, are pets, which HK Express does not accept carriage of such animals.

*According to the Agriculture, Fisheries and Conservation Department (AFCD) of Hong Kong, a Disability Assistance Dog (DAD) is defined as a dog that has been trained to help people with physical disabilities to gain more personal independence. DADs are non-aggressive, highly obedient and hard-working. Their health conditions are regularly and closely monitored by veterinary surgeons and they would have a good history of vaccination against major infectious diseases.

Medical conditions

We consider Guests with a Medical Condition to be, a Guest with a medical condition who may require extraordinary medical assistance during the flight or whose condition may deteriorate due to the inflight environment. For example, Guests who declare recent discharge from hospital, recent major surgery, recent serious illnesses or Guests with severe allergies (e.g. peanut anaphylaxis or severe asthma), or intellectual or developmental disabilities requesting special treatment.

Extraordinary medical assistance is care that may require the use of onboard emergency medical equipment (e.g. Medical Kit) or voluntary assistance from a medically trained Guest, or a delay/diversion to obtain the medical assistance necessary to stabilize that Guest.

Extraordinary medical assistance may also be needed when a Guest is unable to self-administer medication or routine medical care necessary to maintain the stability of his/her condition during a flight (e.g. insulin injection).

Guests who have underlying health problems such as, but not exclusive to cancer, heart or lung disease, anemia and diabetes, who are on any form of regular medication or treatment, who have recently had surgery or been in hospital are considered as Guests with a medical condition. Guests with a medical condition must consult their doctor or a travel medicine clinic and get a medical certificate stating that they are “Fit to Fly”. This Medical Certificate must be dated within 10 days of the date of travel. Guests with a medical condition may be subject to medical screening by our Medical Personnel at Check-In if our staff have reasonable doubts on their ability to complete his/her flight journey with us without requiring extraordinary medical assistance throughout the course of the flight.

Such medical conditions could be, but are not limited to

  • Conditions that require medication
  • Medical sharps required to be taken on board (Eg. syringes)
  • Guests who suffer from anaphylaxis (severe allergic reaction requiring medical assistance)
  • Guests who require oxygen during the flight
  • Travelling with certain medical equipment such as oxygen bottles or harnesses

For Diabetic Guests:

Diabetic Guests are required to carry a medical certificate from their doctor stating that they diabetic. Should insulin and/or syringes need to be brought on-board, guests must advise HK Express ground staff at check-in. Please note that we are unable to refrigerate or store your syringes/insulin/ medicines on-board. Guests are advised to pack their insulin in a cool bag or vacuum flask. Guests may bring their own dry ice in quantities of less than 2.5kg (4.41 lbs) which is suitably packed to allow CO2 gases to evaporate freely. Ice gel packs may also be used inflight. The allowed volume of each individual ice gel pack should not exceed 100ml and are subject to security control under the carriage of Liquids, Aerosols and Gels (LAG) in hand baggage of departing passengers. Used syringes should be disposed of in the ‘sharps box’, which is carried onboard all of our flights. Please ask the cabin crew for assistance.

Note : Bringing sharp objects on board may be subject to the local country’s safety and security clearance procedures and is beyond the control of the airline. Please check with the specific country’s security and customs agencies you are transitioning through.

For Guests with peanut or tree nut allergy:

HK Express recognizes that some Guests are allergic to peanut, tree nuts or other allergens. However, as we have to take into account the preferences of all of our passengers, we are unable to specifically cater to Passengers with allergy by granting requests that we not serve any particular foods, including tree nuts, on our flights, provide nut “buffer zones,” allow passengers to pre-board to wipe down seats and tray tables, or restrict other passengers from bring such food products or other similar requests. Our planes are cleaned regularly, but these cleanings are not designed to ensure the removal of nut allergens, nor are our air filtration systems designed to remove nut allergens. Therefore, we make no guarantee that guests will not be exposed to peanuts or other tree nuts on-board, and we strongly encourage customers to take all necessary medical precautions to prepare for the possibility of exposure.

Should medicine and/or syringes need to be brought on-board, Guests must advise HK Express ground staff at check-in. Please note that we are unable to refrigerate or store your syringes/medicines on-board. Guests are advised to pack their medicine in a cool bag or vacuum flask. Guests may bring their own dry ice in quantities of less than 2.5kg (4.41 lbs) which is suitably packed to allow CO2 gases to evaporate freely. Ice gel packs may also be used inflight. The allowed volume of each individual ice gel pack should not exceed 100ml and are subject to security control under the carriage of Liquids, Aerosols and Gels (LAG) in hand baggage of departing Guests. Used syringes should be disposed of in the ‘sharps box’, which is carried on-board all of our flights. Please ask the cabin crew for assistance.

Our ground staff and cabin crew, while trained to handle minor medical problems, have not received advanced medical training and are therefore not able to treat serious health-related issues. While each of our aircraft is equipped with basic first-aid kits and medical supplies, we cannot assist you in the administration of any medication or other essential medical or health requirements. If you require assistance you must travel with a Safety Assistant who must be 18 or above 18 years of age, and must be physically and mentally capable of providing the required assistance and we must be notified 48 hours before your flight.

For more information or to notify us of a medical condition please contact our call center. If you have any medical requirements that need to be cleared by a medical practitioner, or you have not contacted us in advance (minimum 48 hours) to gain clearance before your flight, you may be denied boarding. Guests with a medical condition may be subject to medical screening by our Medical Personnel at Check-In if our staff have reasonable doubts on their ability to complete his/her flight journey with us without requiring extraordinary medical assistance throughout the course of the flight.

Guests requiring the use of Portable Oxygen Concentrators (POC)

Guests requiring the use of Portable Oxygen Concentrators (POC) are allowed for carriage provided that it complies with relevant regulations such as safe transport of dangerous goods. (Please refer to Carry-on baggage for lithium batteries)

The POC must be:

  1. Statement on the back of the POC that states, in text, “The manufacturer of this POC has determined this device conforms to all applicable FAA(Federal Aviation Administration) acceptance criteria for POC carriage and use onboard aircraft”

    or
  2. Have wordings or labelled “FAA* Approved – POC” in the user manual

Guests must ensure that the device carries sufficient amount of fully charged batteries to support at least 1.5 times of the total flight duration.

In order to use your POC onboard the aircraft, a forty-eight (48) hour minimum advance notification before your flight to our call centre is required. If Guests are unable to provide at least 48 hours’ notice in advance as requested for pre-arrangements, Guest(s) may not be accepted on the day of travel.

Guests must also provide a signed Medical Certificate to our call center and our staffs during check-in for inspection. It must state:

  • Device model / Name of manufacturer
  • Weight and dimensions
  • The Guest has full knowledge and physical ability to operate the device. Can respond appropriately if they see or hear any alarms caused by the device
    • If not – the Guest is accompanied by a companion who can perform these functions
  • Which phases of flight the Guest requires the use of the POC – Taxi, Take-off, Cruise, Approach and Landing
  • The oxygen flow rate for the POC should be set with the consideration of air pressure in the cabin under normal operating conditions. (Aircraft cabins are pressurized to an altitude of 8,000 feet).

When selecting your seat, please keep in mind POCs may not be used at a bulkhead seat or emergency exit row seat. You must be seated in a window seat that does not block the egress of another Guest. If no window seat is available, you may not be accepted on the day of travel.

Your POC may only be used in its battery operated mode. HK Express does not have electrical outlets onboard for commercial product use.

When in use, all POCs must be stowed in the space beneath the seat in front of you (Space dimension: 41.8 cm(w) x 24 cm(h) x 50.8 cm(L)). If your device is unable to fit under the seat, you may NOT use it during your flight but you can still carry it onboard where it will be stored in the overhead baggage compartment.

 

If the POC is not used during flight, it should be switched off.

Please note HK Express currently does not provide onboard medical oxygen.

For safety reasons, oxygen cylinders brought by Guests may NOT be carried into the cabin.

Guests may be subject to medical screening by our medical support provider at check-in if our staffs have reasonable doubts on their ability to complete his/her flight journey with us without requiring extraordinary medical assistance throughout the course of the flight.

Pregnant Guests

Flying during a pregnancy is common; however, depending on the gestation period, HK Express requires a Doctor’s Certificate stating you are “fit to travel” that must be signed by your personal physician and issued within 7 days of your flight with HK Express. Please refer to the table below for exact details, travel must be completed by the times below:

Pregnant Guests
For a single pregnancy For a known multiple pregnancy
No medical certificate is required Up to the 27th week of pregnancy Up to the 27th week of pregnancy
Medical certificate is required within 7 days of travel to prove fit for travel and confirm the expected dare of delivery At 28th week and up to 35th week of pregnancy At 28th week and up to 31st week of pregnancy
Expectant mothers cannot be accepted for air travel At or beyond 36th week of pregnancy At or beyond 32nd week of pregnancy

For all pregnant Guest taking flights to Saipan, please refer the table below to understand all the requirements and certificates needed to ensure acceptance onboard of HK Express flights. HK Express reserves the right to deny boarding if you are not carrying a Medical Certificate containing the required particulars set out in Paragraph 1, 2, 3, 4 and 5 below:

  1. The Medical Certificate must be issued by a Registered Medical Practitioner  with the Hong Kong Medical Council;
  2. the Medical Certificate shall certify that you are “fit to travel”;
  3. the Medical Certificate must be ORIGINAL, written in ENGLISH and signed by the issuing Medical Practitioner;
  4. the Medical Certificate must clearly state the full name of the Guest, pregnancy week, expected due date and date of issuance; and
  5. the Medical Certificate must be issued within 7 days of your flight.

*List of Registered Medical Practitioners published by The Hong Kong Medical Council is available at this link: https://www.mchk.org.hk/english/list_register/index.html

*HK Express and US Customs and Border Protection reserve the right to final decision regarding boarding/entry which may not be covered above. Any Guest who fails to comply with any of the above will be subject to US Customs and border protection regulations and additional verification, which may result in missing the scheduled flight and/or denial of boarding / entry.

Guests may also be required to fill out a brief questionnaire, provide proof of a return ticket and accommodation for the full term of stay in Saipan. HK Express reserves the right to request a Guest to provide further verification of his/her health status by an independent medical service provider  designated by HK Express on the day of travel.

Please refer to the table below for more details:

Pregnant Guests SPN
Citizenship Requirements Single Pregnancy Known Multiple Pregnancy
Non US citizens Medical Certificate required Up to 20th week of pregnancy Up to 20th week of pregnancy
Not accepted onboard From 21st week of pregnancy From 21st week of pregnancy
US Citizens No Medical Certificate required Up to 20th week of pregnancy Up to 20th week of pregnancy
Medical Certificate required 21st week to 35th week of pregnancy 21st week to 31st week of pregnancy
Not accepted onboard After 35th week of pregnancy After 35th week of pregnancy

Accompanied Travel

Under all circumstances you must be able to travel under your own power, or be accompanied by an adult guest for all flights on your itinerary. Failure to adhere to this guideline or any of the items specified above may result in denied boarding and the forfeiture of all amounts associated with your booking.

Extra Seats

Should you require an extra seat, one will need to be purchased via our official booking channels. In order to arrange for adjacent seats, advance seat assignment (including the payment of any associated fees for such advance seat assignment) will also be required.

Wheelchair carried as baggage

Wheelchairs’ belonging to guests with reduced mobility will be transported free of charge.

We accept collapsible manual wheelchairs as checked-in baggage, if the wheelchair does not safely fit in the overhead cabin bin. Please note that although we will make every effort not to dismantle your wheelchair, in order to comply with safety requirements, we may need to dismantle your wheelchair, depending on its size.

If you are travelling with a battery powered wheelchair that needs to be transported as baggage, it will need to be in compliance with IATA Dangerous Goods Regulations. If it is in compliance with IATA Dangerous Goods Regulations, we will ask you to relinquish your battery powered wheelchair upto an hour in advance of your flights departure, in which case you will be transferred to an airport wheelchair till you board the aircraft. The battery powered wheelchair will be transported in the cargo compartment of the aircraft, we recommend carriage of all removable parts of the wheelchair in the cabin overhead bins. Please note that although we will make every effort not to dismantle your wheelchair, in order to comply with safety requirements, we may need to dismantle your wheelchair, depending on its size.

Wet Cell batteries (Spillable)

If your wheelchair is powered by a wet cell battery, the battery must be removed and placed in protective packaging that is leak-tight and impervious to battery fluid. This package must be carried in the passenger cabin. We recommend you to label the battery cables with corresponding colored tape or provide detailed disconnection and reconnection directions, enabling us to best assist you to reconnect the battery to the wheelchair upon arrival at your destination.

Dry Cell batteries (Non-Spillable)

If your wheelchair is powered by a non-spillable battery, the battery can remain secured on the device. However, if the device does not have an effective means of preventing unintentional activation (key turned to “off” and removed, on/off switch in the “off” position, quick disconnection of the joystick, etc.), the battery must be disconnected and the battery terminals protected from short circuit.

Lithium-Ion batteries (Li-ion)

If your wheelchair is powered by a lithium-ion (Li-ion) battery, please contact our Call Centre at least 48 hours prior to departure to verify whether your battery powered wheelchair complies with IATA Dangerous Goods Regulations, thereby enabling us to best assist you.

The Li-ion battery must show no signs of any defects or damage. The wheelchair must be transported as checked baggage. If the Li-ion battery is securely attached and protected from short-circuit by being fully enclosed in the device’s battery housing, the battery may remain installed and there is no limit to battery size on these types of devices.

If your wheelchair is specifically designed to allow its battery to be easily removed (collapsible), there is a battery size limit. The battery must be removed, protected from short circuit, and carried onboard to be stowed in the cabin. The battery’s size in watt-hours must be displayed on the battery, or the battery should be labeled with its voltage and amp-hour (or milliamp-hour) ratings to allow for size calculation (see formula below) if needed. Any spare batteries must be transported as carry- on baggage with the battery terminals protected to prevent short circuit. A single spare battery may be transported, as long as its size does not exceed 300 watt-hours. Two spare batteries may be carried provided that each battery is not over 160 watt-hours in size.

Some Li-ion batteries do not display the watt-hour rating on the battery label. The following formulas may be used to determine the watt-hours rating for your Lithium-ion battery:

If the battery lists the Amp-hour rating, use this formula:

Volts (V) x Amp-hours (Ah) = Watt-hours (Wh)

Example for a single battery:

10 volts multiplied by 28 Amp-hours = 280 watt-hours

The 280 watt-hours are below the 300 watt-hour limit for a single battery, so your battery would be allowed.

If the battery lists the Milliamp-hour rating, use this formula instead:

Volts (V) x Milliamp-hours (mAh) ÷ 1,000 = Watt-hours (Wh)

Example for a single battery:

10 volts multiplied by 28,000 Milliamp-hours ÷ 1,000 = 280 watt-hours

The 280 watt-hours is below the 300 watt-hour limit for a single battery, so your battery would be allowed.

When travelling with a battery powered wheelchair, please bring the below with you to the airport:

  • The wheelchair’s User manual, including the battery specifications
  • Special Tools that may be needed to dismantle and reassemble your wheelchair.
  • For Lithium-Ion Battery operated wheelchairs, the document that proves the battery meets the requirements of each test specified in UN Manual of Tests and Criteria, Part III Section 38.3

Please contact our Call Centre at least 48 hours prior to departure to verify whether your battery powered wheelchair complies with IATA Dangerous Goods Regulations, thereby enabling us to best assist you.