• Order Booking & Ticket Issuing Information
• Check-in Information
• Payment & Refund Information
• Special Assistance
• Baggage Information
• Travel Document Information
• Ticket Return Information
• SMS Information

Order Booking & Ticket Issuing Information

QHow to register as a member of Hong Kong Airlines “Bauhinia Miles”?

APlease visit ：Membership Registration,and follow the registration instructions.

QWhat are the routes currently operate by Hong Kong Airlines?

AYou can order tickets from Hong Kong to the following cities or from the following cities to Hong Kong, including:

·  Bangkok, Bali, Hanoi, Okinawa, Kagoshima (Two flights operate on every Thursday and Sunday), Ho Chi Minch (Three flights operate on every Monday, Wednesday and Friday), Taipei

·  Beijing, Tianjin (Three flights operate on every Monday, Wednesday and Friday), Shanghai (Hongqiao and Pudong), Chengdu, Chongqing, Fuzhou, Guilin, Guiyang, Haikou, Hangzhou, Nanjing, Nanning, Sanya, Taiyuan, Xuzhou. Please reply by entering number “7” in Hong Kong Airlines weixin account to acquire more information about Hong Kong Airlines new routes.

QHow to find out the latest information on special fares?

APlease reply by entering number “3” in Hong Kong Airlines weixin account or select “Special Fares” at the bottom of the menu to receive latest information on the special fares.

QAfter payment is successfully processed, how to confirm the ticket has been issued successfully?

AAfter payment is successfully processed, you can use the following methods to confirm if the ticket has been issued successfully:

Method 1: You will receive a confirmation e-mail from Hong Kong Airlines shortly.

Method 2: Visit our webpage and review your order history at My Orders.

Note: Ticket numbers starting with 851 are electronic ticket numbers, you can print out the confirmation e-mail as your itinerary.

QWhat to do if the order is successfully processed but there is no confirmation e-mail from Hong Kong Airlines?

APlease write an e-mail to call.center@hkairlines.com and provide the passenger name, contact number and e-mail address, we will send out another confirmation e-mail shortly.

QAre there any extra tax duties for the special fare tickets?

ANormally, special fare tickets are not tax inclusive unless specified. Tax duties and surcharges may change from time to time and the reference price as below: Tax duties from Hong Kong to Mainland China cities (Including airport tax of both airports) is about HK$235; Bali is about HK$120; Hanoi is about HK$245; Taipei is about HK$239 and Bangkok and about HK$288.

QWhy the special fares ticket information not available in the official announcements?

ANormally, special fare tickets have time constraints on the departure dates. If you cannot locate the special fare tickets, our suggestion to you is to adjust the departure dates and check again.

QHow to purchase tickets for children and infant?

A·  Infant Passenger tickets (Less than 2 years old) can be ordered at Customer Service Hotline: Mainland China (+86) 950715, Hong Kong and Overseas: (+00852) 3916 3666.

·  Child Passenger tickets (Less than 12 years old) can be ordered at Hong Kong Airlines mobile application. However, child passenger tickets cannot be ordered without accompanying adult.

QWill the boarding status being affected if no seating plan and meal option selected?

AIt will not affect the boarding status. But please note that special meal arrangements must be made at least 24 hours before departure time.

Q How to change the itinerary?

A Please contact Customer Service Hotline:

Mainland China：（+86）950715

Hong Kong and Overseas：（+00852）3916 3666

Or please write an e-mail tocall.center@hkairlines.com to inquire and apply for changes.

QWhat are the locations of Hong Kong Airlines Check-In Counters?

AOur Check-In Counters location as below:

Q Is in town check-in service available in Hong Kong?

AYou can check-in at MTR Airport Express Hong Kong Station and Kowloon Station. Opening Hours: Daily, 5.30am to 90 minutes before scheduled departure time of last flight of the day (Passenger can simply check in and collect your boarding pass as early as one day in advance or as late as 90 minutes before departure)

QWould travel document suffice for airport check-in after ordering tickets to Hong Kong?

AYes, you only need to bring a valid travel document to the check-in counters of Hong Kong Airlines to check-in your baggage and collect boarding pass.

QWhat if I have other questions regarding to my order?

APlease contact our customer service hotline:

Mainland China: （+86）950715

Hong Kong and Overseas: （+00852）3916 3666

Check-in Information

QWhich departure airports support mobile phone check-in for flights?

ACurrently there are 5 airports support mobile phone check-in including Hong Kong International Airport, Beijing Capital International Airport, Shanghai Hongqiao Airport, Shanghai Pudong Airport and Taipei Taoyuan International Airport.

QIs it possible to check-in through the internet after ordering tickets?

AYes, please visit ourOnline Check-Inwebpage for the process.

QWhen can I check in for my flights online?

AOnline Check-in is available beginning 36 hours up to 2 hours before the flight departure time.

QWhat if I have baggage to check in?

APlease check in your baggage at the Hong Kong Airlines Check-In Counters.

QIf seat has been chosen after ordering ticket, is it necessary to use mobile check-in again?

ANo it is not necessary.

Payment & Refund Information

QWhat is the process if the payment has been successfully processed but the ticket has failed to issue?

APlease write an email to eservices@hkairlines.com including the order number, passenger name, telephone number, e-mail address and the screen caption to apply for ticket issuing or refund. Normally, our staff will reply to your e-mail within 3 working days, or 7 working days during public holidays and promotional period. It will take 6-8 weeks to refund the full amount to your account after your refund application is verified and completed.

QWhy is it fail to make payment by Asiapay?

ADue to security measures, Asiapay requires owners to verify their identities if they make any transaction overseas, we recommend the following options:

Option 1: Make payment again with a different bank card.

Option 2: Contact your bank to apply for “Verified by Visa/MasterCard”.

QHow to pay again if the order shows payment is unsuccessful?

APlease visit My Orderswebpage to make payment again, or please contact our customer service hotline:

Mainland China: （+86）950715

Hong Kong and overseas: （+00852）3916 3666

QIs it possible to make payment by other’s credit card?

ANormally, you can use anyone’s credit card to make payment, but due to payment security measures, we suggest you to use your own credit card or any accompanying passenger’s credit card to make payment. Credit Card verification is a process to prohibit false payment, and this process will not verify the identities of passengers under normal situations.

Special Assistance

QIf there offer a special assistance or service for disability passengers?

A-Special passenger accommodation request form , please Click Here.
-Special Service Request For Disability Passengers (For U.S Route)

1. If you are requesting assistance for passengers with disabilities, please call us at +1 8553933880 (Toll-free, within the US).
2. For customers with hearing or speech disabilities, please dial 711 and request the operator to contact us at the above toll free number.

Baggage Information

Q What is the maximum baggage allowance?

A·  Adult and Child Passenger: The maximum baggage allowance is 20 Kilograms (44 Pounds) for Economy Class passengers, and 30 Kilograms (66 Pounds) for Business Class passengers.

·  Infant Passenger: Maximum baggage allowance is 10 Kilograms (Both Business Class and Economy Class), Infant Passengers refer to passengers less than 2 years old and not occupying seat.

QWhat is the charge if the baggage weight exceed baggage allowance?

APassengers need to pay excess baggage charge per luggage and it will be charged under the applicable local rates count by Kilometers (2.2 Pounds), please follow the following table:

* : or calculated based on the local currency following the policy of IATA IROE.

Zone1：Mainland China, Hong Kong SAR, Taiwan, China, Malaysia, Thailand, Vietnam, Indonesia
Zone2：Japan, Maldives

QHow to check-in special baggage?

A·  Sports Equipment: Sports Equipment is included in the baggage allowance for Business Class and Economy Class, and the charge depends on whether the baggage has exceeded maximum baggage allowance or not.

We recommend you to check with the local government office for all documentation required (i.e. health certificates and travel permits) if you plan to fly with your pet.

** Free checked baggage allowance is not applicable to pets and animals. They are subjected to excess baggage charge.

For import/export/transit regulations of a particular country, please refer to IATA Travel Centre (Choose your destination from the dropdown list under Customs, Currency& Airport information Section) and IATA Traveller's Pets Corner.

Preparations for Travelling With Your Pets

Please contact our local reservations office at least 7 days before departure to confirm the acceptance of your pet to your flight booked.

Please provide the following information when making your reservation:

1. Type of pet, e.g. dog, cat etc.

2. Total weight of the pet and its container

3. Dimension of the container

4. Material and make of the pet container, e.g. solid fiberglass, rigid plastic or metal with strong weld metal mesh which has sufficient ventilation pores etc.

5. Valid health and vaccination certificates, entry permits and other documents required by Country of entry or transit (please check IATA Travel Centre under Customs, Currency & Airport information Section for reference)

·  Mobility Aids and Assistive Devices: Passenger’s wheelchair is included in the free baggage allowance, which will not be counted in the maximum baggage allowance.

·  Musical Instruments: Musical instruments carried as cabin or check-in baggage must be kept inside a sturdy and protective hard case with rounded edges. Musical instrument in soft case will not be accepted, and no hard case will be provided by us. The size of the protective hard case cannot exceed 45 inches (Length + Width + Height), and its weight cannot exceed 7 Kilograms (15 Pounds) in order to be able to carry on board and it must be stored inside the overhead locker. Please also note that music instruments will be included in the maximum baggage allowance. For other musical instruments such as guitars exceeding the above limits or the cabin baggage allowance must be checked in as checked baggage. If passenger require extra seat for musical instrument or other baggage items, please contact our customer service or travel agency at least 3 working days prior to scheduled departure date to allow time for us to facilitate thee special arrangement. Passenger is responsible for all extra charges incurred by the seats occupied by musical instruments or other baggage items, and please do not use our Online Booking service to book the tickets. Such items can only be accepted for carriage in the cabin compartment if you have given us notice including the dimensions and weight of the musical instrument in advance and permission has been granted by us.

·  Dimensions and weight limitation for a musical instrument on an extra seat are:

1．The size of the musical instrument including hard cases cannot exceed 80 inches (Length + Width + Height) and weight cannot exceed 35 Kilograms (70 Pounds).

2．The maximum baggage weight cannot exceed 50 Kilograms (100 Pounds) for every seat.

QWhat do to if the baggage is lost, delayed or damaged?

APlease contact Hong Kong Airlines immediately for further assistant

Hong Kong Airlines Baggage Services:

Tel:+852 3713-1300

Fax:+852 2261-0968

Email: baggage.services@hagsl.com

Office Hours:Mon – Sun / 09:00 – 23:00

QWill the baggage reach destination directly even if the flight transit in Hong Kong?

AIf both flights are operated by Hong Kong Airlines, baggage should go directly to the destination. For example, if the flight depart from Beijing to Bali and transit in Hong Kong, both flights are operated by Hong Kong Airlines, the baggage will be travelled directly to Bali and passengers are not required to collect and check-in the baggage again in Hong Kong.

Travel Document Information

QChina Residence Card do not have an expiry day, what information should be filled in when ordering ticket?

AChina Residence Card is not a valid travel document, please fill in your passport information or other valid travel document information.

QIs it possible to fill in identification book information for children if a residence card is not available?

AChina Residence Card is not a valid travel document, please fill in your passport information or other valid travel document information.

QIs it possible to order ticket if the travel document has not issued or expired?

AIt is still possible to order ticket even if the travel document has not yet issued. But the travel document must be valid and available for travel on the departure date, and passengers need to contact our customer service hotline to amend travel document information:

Mainland China: （+86）950715

Hong Kong and Overseas: （+00852）3916 3666

If passengers not able to travel due to the issues of the travel document, Hong Kong Airlines will handle the refund or change ticket according our the terms and conditions.

QIs it possible to board with Chinese passport for flights from China to Hong Kong?

AUnder normal circumstances, China residents need to hold a valid Exit/Entry Permit for Travelling to and from Hong Kong and Macau with a relevant endorsement, and will need to meet the general entry requirements.

For issues related to travel document, it is suggested to contact local immigration department in your hometown or related government bodies. The followings are the contact numbers of different immigration departments for reference:

Beijing：010-84020101

Shanghai：021-28951900

Hangzhou：0571-87280185

Nanjing：025-84420004

Chengdu：028-86407198

Chongqing：023-63961944

Fuzhou：0591-87821104

Xiamen：0592-2262203

Hong Kong Immigration Department：00852 -2824 6111

Ticket Return Information

First : Applicability: This ticket return section is only applicable to tickets ordered directly from Hong Kong Airlines official weixin account, official webite and official mobile applications. For tickets ordered not by above, please contact the ticketing agency or office for ticket return.

Second :Ticket return guide：

1. Please visit the official website and fill in the refund application form (Download Tips: Please right click···select “Open by browser”, then click→Downloadrefund application form).

2. Please e-mail the refund application form to eservices@hkairlines.com

Three : Refund application respond time:

Normally it will take 3 working days to reply to your refund application, or 7 working days during public holidays and promotional period.

Fourth : Cancelling Reservations:

Notwithstanding the booking terms, conditions and/or fare rules, tickets purchased 7 days or earlier before scheduled departure time from the official website or via mobile application (such services will be available later) of Hong Kong Airlines involving itineraries to/from the U.S. can be fully refunded within 24 hours after purchase in accordance with the refund process set out at the Refund Policy.

SMS Information

QDo I need to pay to subscribe to the SMS notification service?

AThe SMS (text message) notification service is free to Fortune Wings Club members as well as non-members taking flights operated by Hong Kong Airlines. Currently, the SMS notification service is available in more than 15 countries and regions, including Hong Kong SAR, Mainland China, Taiwan, China, Japan, Indonesia, Canada, Singapore, Malaysia, Vietnam, Macau SAR, United Kingdom and Australia.

QWhy am I receiving text messages from Hong Kong Airlines even though I haven’t subscribed?

AWe automatically notify all passengers if their Hong Kong Airlines flight is delayed, cancelled or rescheduled regardless of whether they have subscribed to receive text messages. As a special reminder, eligible passengers will be notified when online check-in opens, which is usually 36 hours before flight departure. Please be sure to update your mobile phone number and use the correct country code and format to receive flight change text messages and online check-in reminder.

QWhen will I receive flight alerts？

AYou will be notified if your flight is delayed by more than 30 minutes, cancelled or rescheduled. For flight cancellations and flight changes, we will also notify you of updated flight information once it has been confirmed.

QHow do I choose my preferred language for flight change messages and check-in reminders?

ACurrently, text messages (SMS) are available in three languages (Traditional Chinese, Simplified Chinese and English). Usually, the SMS language is the same as the page language that you selected when making a reservation via our website or app. For passengers who selected Japanese as their preferred language, we will automatically send you an SMS in English.

QWhy am I receiving text messages that contain corrupt characters?

ASome phones and mobile operators do not support Traditional Chinese and Simplified Chinese language options, causing messages to display incorrectly. In this case, we advise you to change your preferred language to English and request that the text messages be resent. For all text messages sent to Korea will contain [Web발신] in the first sentence.

QWhy am I unable to receive text messages (SMS) from Hong Kong Airlines？

AWe advise you to follow the procedures below to find out why messages are delayed or undelivered:
Handset procedures:
A.Restart the handset by removing the SIM card and inserting it again.
B.Free up some phone memory in case your inbox is full.
C.Try a different handset.
D.Make sure your mobile phone has full network coverage and your network allows you to receive text messages.
E.Use your home network (not a roaming network).

Other procedures:
A.Check the phone number you entered has the correct country code and is in the correct format.
B.Make sure you have enough credit (if you are using a prepaid SIM card).
C.The SMS notification service is currently not available on CDMA networks(Code Division Multiple Access)