FAQ (Others) - HK Express

FAQ (Others)

How do I request a certificate for delayed/cancelled flight?

Please click this link for certificate request: https://hkexpress-eform.tpapac.io

To request for a certificate, please follow the steps below:

On the request page, click “Request for Flight Certificate”
Input all the information correctly.
Choose the kind of certificate you need on the “Certificate Nature”.
Click “Submit” button.

The certificate will be sent to your email address provided at the time of booking.

Can I add a travel insurance to my booking?

Yes, HK Express partners with AXA General Insurance Hong Kong limited (“AXA”) to offer you comprehensive travel protection. You can insure yourself with “HK Express Travel Insurance” via one of the following channels below:

During Initial booking of your flight
Via “Manage My Booking” or Online Check-in
Via Our partner AXA website
For details, please visit our “HK Express Travel Insurance”.

If my flight is cancelled/rescheduled after purchasing HK Express Travel Insurance, can I cancel and get a refund of my insurance policy?

Policy is non-editable and premium is non-refundable after the policy is issued.

For inquiries regarding your flight cancellation and reschedule, please contact HK Express Customer Connect.

For inquiries regarding to your insurance policy purchased on or after 22 February 2024, please contact AXA Customer Service:

Email: axa.gi.hke@axa.com.hk
Hotline: (852) 2894 4673
Operating Hours: 9:00am to 5:30pm from Monday to Friday, except public holidays

For insurance policies purchased before 22 February 2024, please contact Chubb Customer Service:

Email: HKEtravel.hk@chubb.com
Hotline: (852) 3191 6638
Operating Hours: 9:00am to 5:30pm from Monday to Friday, except public holidays

I purchased HK Express Travel Insurance. What should I do if I have to claim?

Applicable to insurance policyholders who purchased on or after 22 February 2024

In the event of a claim, the policyholder should:

(a) advise AXA within 31 days of the scheduled journey end date.
(b) submit the claim form to AXA with all documents, information and evidence required or submit claims via the Emma by AXA app.

Note: Emma by AXA app is available for claim submission from the applicant only.

Applicable to insurance policyholders who purchased before 22 February 2024
Please contact Chubb Customer Service for assistance.

I purchased HK Express Travel Insurance. Who should I contact for help?

Applicable to insurance policyholders who purchased on or after 22 February 2024

If you need any urgent support during your trip, please contact the 24-Hour Worldwide Emergency Assistance Hotline Service at (852) 2861 9285.

For claims related enquiries, please contact AXA customer service at (852) 2894 4673 (9:00am to 5:30pm Monday to Friday, except public holidays) or email axa.gi.hke@axa.com.hk.

For MyDoc Health Passport related enquiries, please contact MyDoc Supporting Service at (852) 2592 5321 (Monday to Friday : 8:30am to 5:00pm, Saturdays: 8:30am to 1:00pm, except Sundays and public holidays) or email support@my-doc.com.

Applicable to insurance policyholders who purchased before 22 February 2024
Please contact Chubb Customer Service for assistance.

If my flight is affected by a typhoon, how do I check the latest flight information and flight status?

If you flight is affected, we will inform you immediately via email or SMS when there are schedule changes on your flights. You may also check Important Travel Notice on our website.

We advised you to check the latest flight information or flight status on Hong Kong International Airport's website before you head to the airport.

What is U-First?

U-First offers you Priority Check-in and Express Boarding services, which will speed you through the queues and save your time!

What are the terms and conditions of U-First?

You may find the terms and conditions of U-First at the bottom of this page.

Do you have inflight entertainment?

HK Express is a low-fare airline and does not provide inflight entertainment. This is done to save weight and subsequently fuel, which allows us to pass these savings onto our Customers. We do however, have an inflight magazine to keep you entertained. U.explore magazine covers all the lifestyle topics you love, such as – travel, leisure, shopping, food, people...allowing you to explore more whilst enroute to your hard earned holiday.

Where does HK Express fly to?

We currently fly to exciting destinations in Japan, Cambodia, Korea and more, you may find them on our "Route Map".

We plan to bring our low fares and friendly service to many destinations throughout Asia. Please stay tuned for the latest information, and let us know if you have a suggestion!