In the event of any disagreement over the interpretation of this baggage policy, this English version shall prevail over versions in other languages.
If your checked baggage does not arrive on the conveyor belt, please file a report with our Baggage Service Counter located at the Arrival Hall, prior to customs clearance. Our staff or handling agent will provide you with assistance.
When you report a problem we’ll give you a baggage file reference number and you may call us at anytime to check on the status of your bag.
Before you leave the baggage reclaim hall, please make sure that your baggage is in good condition. If your baggage is damaged, please file a report with our Baggage Service Representative located at the Arrival Hall, prior to customs clearance. Subject to the limitations below, we may be responsible for appropriate repair or replacement costs and may compensate based on the condition of the damaged baggage. If your baggage is beyond repair, the age of your baggage may be taken into account for the compensation amount. If your report is filed after you leave the baggage reclaim hall, our baggage team will make another report for travel insurance claim only.
HK Express Baggage Services:
Tel: +852 21802120 / 21802122
Fax: +852 21866707
Office Hours: Mon – Sun / 0700 – 2300
If you have any baggage loss/damage inquiries upon arriving at the destination airport, please click here to contact our local agent for further assistance.
Notice of Baggage Liability Limitation
Liability for loss, delay or damage to baggage is limited.
For other baggage related enquires, please visit our Baggage FAQ
For many international journeys (including domestic portions of international journeys), the Warsaw Convention may apply with liability limits of 17 Special Drawing Rights per kilo for checked baggage and 332 Special Drawing Rights per passenger for unchecked baggage. In cases where the Montreal Convention applies to your journey, the applicable liability limit is 1,288 Special Drawing Rights per passenger for checked and unchecked baggage. The rate of conversion of a Special Drawing Right as defined by the International Monetary Fund fluctuates.
This will not apply to our liability for damage to your baggage if you can prove that the damage resulted from an act or omission by us or our agents carried out either (i) with an intention to cause damage; or recklessly and with knowledge that the damage would likely result, and you prove that our employees or agents responsible for the act or omission were acting with the scope of their employment.
We are not liable for:
Except for checked or unchecked baggage carried in the course of international carriage as defined by the Warsaw or Montreal Conventions, we are not liable in any way whatever for loss of, damage to or delay in the delivery of articles which you include in your baggage (both checked and unchecked baggage) despite their inclusion being prohibited by paragraph 8 of Notice to Passengers, Conditions of Carriage (https://www.hkexpress.com/en-us/need-help/conditions-of-carriage/). Such items include, but are not limited to the following: