FAQ (Cancellations Refunds)
How do I request refund if my flight is delayed or cancelled?
All HK Express flights, fares and surcharges are non-refundable. Under certain circumstances, we may offer refund option. If you meet the refund requirements, please follow below steps for refund application.
To apply a refund, please click this link:
- Step 1: Go to https://hkexpress-erefund.tpapac.io, and click "Refund Application".
- Step 2: Select the applicable refund reason and then click “Next”.
- Step 3: Input all the information correctly. Please note that all details should match those on your booking record. After filling in the details, click “Search” button.
- Step 4: Choose the flight that you wish to apply for refund and select the passenger(s) that wish to refund. Click “Next” to proceed.
- Step 5: Please confirm that you understand and accept the terms and conditions. Click "Next" to proceed.
- Step 6: Review the summary to confirm if all the details are correct. Click “Next.”
- Step 7: Once your refund application is submitted, please take note of your refund tracking number for future reference. You may now click “Finish” to complete the application.
Can I request refund for baggage, seats and meals?
Payment for any products or services offered and provided by HK Express are non-refundable. Add-on services such as baggage, inflight meals and seats cannot be modified, cancelled or transferred to another person.
Can I change my flights or get a refund if I get sick and unable to travel?
All HK Express fares are non-refundable. However, if you, as the passenger, are experiencing serious medical conditions which forbit you from traveling, we may assist you to change your travel date to a new date within two (2) months of your original scheduled travel date.
To apply for a medical date change request, please provide us with a valid medical documentation through our Service Request Form and it must be submitted before your scheduled travel departure time. Any late submission will not be accommodated.
The medical certificate must contain the following information:
- Date of issuance
- Name of doctor
- Name and contact information of the hospital/clinic
- Clear indication of unfitness for travel on the scheduled travel period and detailed description/diagnosis
- Signature of doctor and/or Hospital / Clinic chop
All changes are subject to approval, seat availability and fare difference apply. Changes to the ticket due to medical reasons are only applicable to the concerned passenger. Such arrangement will not be extended for other traveling companions.
Where can I find my refund application status?
To check your refund application status, please follow the steps below.
- Step 1: Visit https://hkexpress-erefund.tpapac.io and click "Application Status".
- Step 2: Input your refund tracking number, then click “Search”.
- Step 3: The status of your refund application will be shown as "processing" or "approved".