Updated on 20 February 2025

Hong Kong Express Airways Limited (“HK Express”) Chat Terms of Use

These terms of Use govern your access and use of the third-party communication channels to communicate with HK Express and our chat bots (‘we’ or ‘us’ hereafter) through third-party communication channels (“HK Express Chat”).

These Terms of Use apply to your use of third-party communication channels such as WhatsApp, Facebook and WeChat (“Messaging Apps”) from the start of the chat session and stop applying at the end of that chat session (“Communication”).

The Terms of Use may be updated by us from time to time. Please check for updates to the content of these Terms of Use regularly to decide whether to continue to use third-party communication channels to communicate with.

By continuing to utilise HK Express Chat, you confirm that you or for and on behalf of the accompanied travellers (“Customer”) request and authorise that HK Express accept instructions from you made through HK Express Chat. In requesting that HK Express accept instructions from you made through HK Express Chat, you and the Customer each further acknowledge the following:

(1) Use of the HK Express Chat

a. HK Express Chat offers an automated chatbot and access to live HK Express agents in call centres, to interact with our Customers to provide you with help and support in navigating our website and accessing our customer services and respond to inquiries or requests related to our services or your bookings. We will not provide you with advice while using HK Express Chat.

b. HK Express will not ask for any password through third-party communication channels

c. You shall avoid sending any images, attachments, audio files or videos, especially those containing personal information, unless we specifically ask you to do so.

d. Communication through a third-party messaging app can involve substantial risks including, but not limited to:

i. Sending of Communication to a person not authorised to receive the same;

ii. Interception and/or hacking of your Communication;

iii. The manipulation of contents and/or the sender’s phone number or other details;

iv. Non-original signatures in any Communication may be forged; and

v. The loss of data or damage to hardware may be caused by viruses, bugs and/or other harmful or malicious script or software.

We will not be liable for any leaks or usage of information by any third-party communication channel, any errors, omissions, or reasons outside of our control.

e. You agree not to send us any offensive, indecent, threatening, obscene, pornographic, or other unlawful information through our third-party communication channels.

f. We may use another mean of communication channel to respond to your enquiries.

g. If you receive a message from us by mistake, you are not to copy, forward, disclose or use any of it but to notify us immediately.

(2) Privacy and Data Usage

a. We will collect, store, use and share your personal data in accordance with our Data Privacy Policy.

b. We may record and monitor all communications with you to better answer your enquiries.

c. By interacting with us through HK Express Chat, you authorise HK Express Chat to provide information such as your Asia Miles redemption history related to flights operated by HK Express, UO Membership details including profile and travel history and your booking details including your booking reference number in response to your requests.

d. The third-party communication channels such as Facebook, WhatsApp, WeChat, your mobile network provider and other third-party services or sites incorporated in those messengers and applications you use to communicate with us may collect, store, use and share your personal data accordance with their own privacy policies. Your use of HK Express Chat will be subject to these third-party agreements or give these third parties access to your personal information. It is your responsibility to review and accept the applicable third-party agreements before using HK Express Chat.

(3) Security

a. It is your responsibility to maintain the physical security of your devices and the confidentiality of the Information on your devices and your account of Messaging Apps.

b. You acknowledge that anyone with whom you share your devices and credentials of your Messaging Apps will be able to see all messages that you have exchanged with HK Express via HK Express Chat, including your conversation history through third-party communication channels such as Facebook Messenger, WhatsApp and WeChat. Accordingly, we advise that you:

i. Keep your devices, your user ID and password and other credentials for Messaging Apps private and confidential;

ii. Delete your conversation history with us regularly from your Messaging Apps;

iii. Refrain from sharing your devices which you use to access those Messaging Apps with any third parties;

iv. Always use available security and passcode lock features on your devices; and

v. Refrain from disclosing any sensitive personal information in your Communication with us.

c. You agree that you use HK Express Chat at your own risk and that you shall not hold HK Express liable for any loss or damage that you may suffer as a result of your use of use HK Express Chat, including any unauthorised access to the information in the Communication.

d. In the event where you suspect fraudulent activity or unauthorised access to your personal devices, messaging app accounts and/or personal credentials you should immediately:

i. Change your login credentials (this action will log you out from all the devices that you are currently signed in);

ii. Delete your conversation history with us in your Messaging Apps; and

iii. Immediately notify HK Express of the suspected fraudulent or abusive activity on your account.

(4) Warranties/ Limited liability

a. To the extent permitted by applicable law, we exclude all implied representations, conditions and warranties whether statutory or otherwise.

b. These third-party communication channels and Messaging Apps may not be available for use at all times, and may be subject to interruption, failure of hardware or software, errors, transmission blackout, delayed transmission due to internet traffic or incorrect data transmission due to the public nature of the internet, market volume or volatility, system failure or upgrades or maintenance or for other reasons.

c. To the extent permitted by applicable law,

i. We shall not be liable for any failure to carry out Customer’s instructions, or any inaccurate or untimely transmission of information, or any data breach or leakage, or any use of information by any third-party communication channel, or any errors, omissions, damages or losses, which are attributable, wholly or in part, to any causes beyond our control including but not limited to any technical malfunction or failure.

ii. Under no circumstances shall we be responsible to the Customer’s for any direct, indirect or consequential losses or for loss or corruption of data, loss of revenue or loss of profits, whether in contract, tort or under statute or otherwise arising from or in connection with the carrying out or not carrying out of the Customer’s instructions.

d. Our total liability in connection with these terms is limited to US$100.

e. This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under the applicable law, be excluded.

(5) Third party agreements

a. We are not responsible for the security, accuracy, legality, appropriateness or any other aspect of the content or functions of any third-party applications such as Facebook Messenger, WhatsApp, WeChat, your devices or any third party's products or services that may be incorporated or linkable through HK Express Chat.

b. We are not responsible for, and do not provide, any support or assistance for any third-party hardware, software or other products or services. If you have any questions or issues with a third-party product or service, please contact the appropriate third party in accordance with its procedures for customer support.

(6) Termination

You acknowledge that we can terminate your use of HK Express Chat at any time without notice or if we reasonably believe that you have breached these Terms of Use.

(7) No Waiver

If we fail to insist that you perform any of your obligations under these Terms of Use, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

(8) Notice

Any formal legal notice should be sent to us at legal@hkexpress.com.

(9) Severance

If any part of these Terms of Use is found to be unenforceable as a matter of law, all other parts of these Terms of Use shall be unaffected and shall remain in force.

(10) Version

The English version of these terms of use shall prevail whenever there is a discrepancy between the English version and any translated versions.

(11) Governing Law

Use of HK Express Chat and these Terms of Use shall be governed by and interpreted in accordance with the laws of the Hong Kong SAR. In the case of any dispute, you agree to submit to the exclusive jurisdiction of the Hong Kong SAR courts.