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FAQ (Cancellations Refunds)

How do I request refund if my flight is delayed or cancelled?

All HK Express flights, fares and surcharges are non-refundable. Under certain circumstances, we may offer refund option. If you meet the refund requirements, please follow below steps for refund application.

To apply a refund, please click this link:

  • Step 1: Go to https://hkexpress-erefund.tpapac.io, and click "Refund Application".
  • Step 2: Select the applicable refund reason and then click “Next”.
  • Step 3: Input all the information correctly. Please note that all details should match those on your booking record. After filling in the details, click “Search” button.
  • Step 4: Choose the flight that you wish to apply for refund and select the passenger(s) that wish to refund. Click “Next” to proceed.
  • Step 5: Please confirm that you understand and accept the terms and conditions. Click "Next" to proceed.
  • Step 6: Review the summary to confirm if all the details are correct. Click “Next.”
  • Step 7: Once your refund application is submitted, please take note of your refund tracking number for future reference. You may now click “Finish” to complete the application.

Can I request refund for baggage, seats and meals?

Payment for any products or services offered and provided by HK Express are non-refundable. Add-on services such as baggage, inflight meals and seats cannot be modified, cancelled or transferred to another person.

Can I cancel my flights and get refund if I get sick and unable to travel?

All HK Express fares are non-refundable. If you have purchased your ticket and found that you are prevented from travelling on the date of the ticket by reason of serious injury, such serious injury must be attested to by a medical certificate. This medical certificate must be dated within 10 days from the date of travel. We may extend the period of validity of your ticket for no more than two (2) months from the date shown on the medical certificate, subject to seats availability on the alternative flight and fare difference may apply. However, the ticket validity period of your travel companions will not be extended in such circumstances. You may send your medical certificate by email to customer.care@hkexpress.com for verification and it is subject for approval.

Where can I find my refund application status?

To check your refund application status, please follow the steps below.

  • Step 1: Visit https://hkexpress-erefund.tpapac.io and click "Application Status".
  • Step 2: Input your refund tracking number, then click “Search”.
  • Step 3: The status of your refund application will be shown as "processing" or "approved".

If I make changes to my flight after purchasing HK Express Travel Insurance, what will happen to the HK Express Insurance I purchased? Can I get a refund of it?

According to the standard policy, no refund shall be allowed once the travel insurance has been purchased. Please contact the insurance company for inquiries and further information:

Chubb Customer Service
Hotline: (852) 3191 6638

Email: HKEtravel.hk@chubb.com

Operating Hours: 9:00am to 5:30pm from Monday to Friday
(Closed on Saturday, Sunday and Public Holiday)

 

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