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.
Customers 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 Customers who have one or more of these disabilities can travel safely without extraordinary assistance. Therefore, it is safe to assume that a Customer with reduced mobility is self-reliant. Customer 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.
Customers with reduced mobility or medical conditions who are unable to complete any of the below tasks independently; are defined as “Special Assistance Customers”.
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:
Customers 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.
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. Customers 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.
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 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.
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.
If a Car-Type Safety Seat is to be used for an infant or child between 6 months and 3 years old, the Customer must bring their own and an extra seat must be purchased. The Customer 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 Customers choose to bring their own Car-Type Safety Seat on-board, the seat must meet the following requirements as stipulated below:
7 days – 6 months
Infant Safety Belt (On adult’s lap)
6 months – 2 years old
Infant Safety Belt (On adult’s lap)
2 – 3 years old
Car Type Safety Seat
As an alternative to the Car-Type Safety Seat, Customers 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:
CARES Harness must meet the following requirements as stipulated below:
Customers are responsible for the correct installation of the CARES Harness onboard. For more information, please visit http://kidsflysafe.com/
Any customer 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 customers. 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.
Elderly Customers 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 Customers 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.
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.
We want all of our Customers 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.
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:
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 Customers, 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.
We consider Customers with a Medical Condition to be, a Customer 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, Customers who declare recent discharge from hospital, recent major surgery, recent serious illnesses or Customers 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 Customer, or a delay/diversion to obtain the medical assistance necessary to stabilize that Customer.
Extraordinary medical assistance may also be needed when a Customer 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).
Customers 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 Customers with a medical condition. Customers 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. Customers 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
Diabetic Customers 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, customers 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. Customers are advised to pack their insulin in a cool bag or vacuum flask. Customers 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.
HK Express recognizes that some Customers 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 customers 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, Customers must advise HK Express ground staff at check-in. Please note that we are unable to refrigerate or store your syringes/medicines on-board. Customers are advised to pack their medicine in a cool bag or vacuum flask. Customers 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 Customers. 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. Customers 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.
Customers 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:
Customers 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 Customers are unable to provide at least 48 hours’ notice in advance as requested for pre-arrangements, Customer(s) may not be accepted on the day of travel.
Customers must also provide a signed Medical Certificate to our call center and our staffs during check-in for inspection. It must state:
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 Customer. 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 Customers may NOT be carried into the cabin.
Customers 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.
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:
|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|
Under all circumstances you must be able to travel under your own power, or be accompanied by an adult customer 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.
Should you require an extra seat, one will need to be purchased via Call Centre. 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.
Wheelchairs’ belonging to customers 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.
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.
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.
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:
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.