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

Order Booking & Ticket Issuing Information

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

APlease visit ：Membership Registration Webpage ,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:

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

·  Domestic destinations: 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 eservices@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 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: China Area (+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:

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:

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:

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.

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.

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.

·  Pets: Flights Departing Hong Kong allow pets and animals (Cats and dogs) travel in the cargo compartment. However, pets are now allowed to carry to the cabin (Except Service Dogs).

Passengers should contact our reservation office at least 7 days prior to departure date to make all arrangements.

Maximum baggage allowance do not include pets. All pets will be charged under excessive baggage charge.

Cats and dogs (except service dogs) need to be crated and travel in the cargo compartment according to the standards of the International Flight Services Association.

·  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

Telephone: （+00852）3713 1300-01

e-mail: baggage.services@hkairlines.com

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:

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.