FAQ (Special Assistance)

How do I request wheelchair service?

If you require wheelchair assistance, please submit your request at least 48 hours before your scheduled departure time through our Customer Connect Team. Our staff will guide you throughout the booking process, ensuring your needs are addressed upon your arrival at the airport. To reserve space for your wheelchair and to ensure compliance with safety requirements, please download the checklist here. After completing the form, please upload it along with photos of your wheelchair in the designated field of the Service Request Form for verification. It is essential to notify us of your wheelchair requirements during the booking process to ensure we are prepared to assist. If you fail to make a request within the specified timeframe, we might not be able to accommodate your wheelchair as checked baggage due to limited aircraft space.

Please note that some services and facilities may be limited due to operational constraints at local airports and/or ground handling agents, such as parking stands without boarding bridges or passenger boarding lifts. We will make every effort to notify you in advance and provide assistance whenever possible.

For more details, please visit "Traveling with a Mobility Aid or Wheelchairs".

Special Assistance Passenger Who Requires Safety Assistant

Safety Assistant – required for passenger with a disability as a condition of being provided air transport, if HK Express determines that a Safety Assistant is essential for safety:

• A passenger who because of mental disability, unable to comprehend or respond appropriately to safety instructions from cabin crew, including safety briefing.
• A passenger with mobility impairment is so severe that the person is unable to physically assist in their own evacuation from the aircraft in the event of an emergency.
• A passenger who has both severe hearing and vision impairment that they cannot establish a means of communication with cabin crew that is adequate both to permit transmission of the safety briefing, and to enable to the passenger to assist in their own evacuation from the aircraft in the event of an emergency.

Safety Assistant must be physically and intellectually capable of providing assistance during an evacuation and must travel preferably in an adjacent seat.

Travel Assistant - recommended for passenger with a disability if they are non-self reliant (i.e. if they require assistance with personal care needs that are not provided by HK Express onboard), and need assistance with:

• Actual feeding (food and drink)
• Elimination function (inside the lavatory or at their seat)
• Medical service inflight (e.g. injectable medication, intravenous fluids, or assistance to control their behaviour)

In addition, Cabin Crew shall not be expected to provide assistance to PRM which would fall into the category of 'personal care'.

A Safety or Travel Assistant who must be 18 or above years of age and must be physically and intellectually capable of providing the required assistance.

Passenger travel with a Safety or Travel assistant must not be seated at an emergency exit row or seated wherein they could obstruct emergency exits, impede the crew of their duties, obstruct access to emergency equipment or hinder aircraft evacuation.

Can I bring pets or assistance dog onboard?

We do not accept pets for carriage, whether in the cabin or as checked baggage.

Assistance dog is allowed, however, there are some restrictions and documentations required.

For more details, please visit "Travelling with a Guide Dog / Assistance Dog".

What are the requirements for pregnant Customers?

Depending on the gestation period, we may require a Doctor’s Certificate stating you are “fit to travel” that must be signed by your personal physician and issued within 10 days of your flight with us.

For details, please visit "Pregnant Customers".