U-First
Updated on 28 November 2024
U-First provides you with Priority Check-in and Express Boarding services, which will speed you through the queues and save your time.
Priority Check-in
Exclusive Check-in counter at airport
Express Boarding
Avoid the long queue
How to Purchase U-First?
- Purchase when you are booking your flights with us
- Add U-First via Manage My Booking or Online Check-in
Limited-time Upgrade Offer: Flight Delay Protection (Offer valid until 31 December 2024, for purchase during online initial booking only)
Enjoy a worry-free trip with Flight Delay Protection! In case your HK Express flight is delayed by 90 minutes or more during departure, the selected U-First passengers will be entitled to the following benefit:
Airport VIP Lounge Pass
Enjoy a one-time
complimentary access to
designated airport VIP lounge
or airport set meal worldwide
(6-month validity for usage)
OR
HKD 80 Cash Benefit
(for bookings^ originating
from Hong Kong and with a
valid HKD bank account in Hong Kong)
Get HKD 80 bank-in to
your HKD account of a
bank in Hong Kong
*How can I enjoy Flight Delay Protection?
- Book your flight via HK Express Official Website, Mobile App or WeChat Mini App at least 48 hours before the scheduled departure time of your flight
- Add U-First Priority Service during your initial flight booking
- Your flight will be automatically enrolled in Flight Delay Protection!
How can I redeem my benefit?
- A delay notification will be sent to your booking contact phone number/email address for a flight departure delay of 90 minutes or more
- Register/Log in to your account in the Flight Delay Protection portal
- Click on the Delayed Flight eligible for the benefit
- Choose your benefit option
- Airport VIP Lounge Pass – view the available lounge or restaurant locations within the designated list and generate the lounge pass QR code for one-time access (You may save the QR code, which will be valid for 6 months, in your device for later use!)
- HKD 80 Cash Benefit (for bookings^ originating from Hong Kong and with a valid HKD bank account in Hong Kong only) – complete and submit the redemption form with your personal information and Hong Kong bank account details
Notes:- All passengers in the same booking (flight) must select the same benefit option. You cannot change your benefit option upon selection.
- For passengers choosing Airport VIP Lounge Pass, one QR code will be generated per booking (flight) by the contact person of booking. The QR code must be used by all passengers in the same booking at once. Split or repeated use of QR code is not accepted.
- For passengers choosing HKD 80 Cash Benefit, only one bank account under the name of one of the travelling passengers can be registered per booking (flight).
*You must book your flights directly via our Official Website, Mobile App or WeChat Mini App at least 48 hours before the scheduled departure time of your flight and add U-First Priority Service during the initial flight booking to enjoy the Flight Delay Protection. Only available to U-First purchased on or after 28 November 2024.
^The origin of your first flight in your booking must be Hong Kong to be eligible in redeeming the HKD 80 Cash Benefit.
For more information about the Flight Delay Protection, please visit the following pages:
FAQ – Flight Delay Protection
- What is a Flight Delay?
A flight delay occurs when a flight takes off later than its scheduled time, normally as ad-hoc changes to flight schedule within 2 days before original scheduled flight departure time. Customers enrolled in Flight Delay Protection shall receive benefit whenever a flight departure is delayed for at least 90 minutes. - What is Flight Delay Protection?
Flight Delay Protection is a complimentary benefit offered by HK Express exclusively for eligible passengers who have purchased U-First service. It is designed to add relief to customers amid unexpected departure delays. - Who is eligible for Flight Delay Protection*?
A passenger who has purchased the U-First service on or after 28 November 2024 and met all of the following conditions is eligible for HK Express Flight Delay Protection:
1) Your flight is booked via one of the following channels – HK Express Official Website, Mobile App or WeChat Mini-App at least 48 hours in advance of the original scheduled departure time.
2) You added U-First service for the scheduled flight during the initial flight booking.
3) You must be a holder of a valid boarding pass issued by HK Express - What benefit will I get?
For a flight departure delay of 90 minutes or more, an eligible U-First passenger will be entitled to an Airport VIP Lounge Pass, granting one-time access to a designated airport lounge or airport set meal worldwide within a period of 6 months (check available lounges here)
For a journey originating from Hong Kong, an eligible U-First passenger will have the option to choose between a cash benefit of HKD80 OR the Airport VIP Lounge Pass. The cash benefit will be transferred in Hong Kong dollars and the eligible U-First passenger must hold a bank account issued by a bank in Hong Kong to receive the payment. - Do I need to manually enroll my flight in Flight Delay Protection?
No. The flight associated with the U-First Priority Service will be automatically enrolled and monitored on the flight status.
The contact person of the booking will receive an automatic notification via SMS and email if there is a flight delay of 90 minutes or more. - Are all delay reasons covered in Flight Delay Protection?
All delay reasons are covered, with the following exclusions:- War, disaster, invasion, embargo, epidemic or pandemic declared by the World Health Organization, act of foreign enemy hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power.
- Action taken by any government authority including confiscation, seizure, destruction and restriction.
- Any nuclear reaction or contamination, ionising rays or radioactivity, or any case of force majeure.
- Cyber-attack and the resulting impact.
- Circumstances known to you before purchase of your scheduled flight, and which could reasonably have been expected to lead to departure delay of the scheduled flight.
For details, please refer to Section 7: Exclusions in the Benefit Booklet. - What should I do if my flight is changed?
Your Flight Delay Protection will be automatically moved to your rebooked flight. - Am I eligible for a benefit if my flight experiences a late arrival at the destination?
No. Only departure delays are covered by Flight Delay Protection. - Am I eligible for a benefit if I miss my connecting flight?
No. Missed connections are not covered by Flight Delay Protection. - Am I eligible for a benefit if my flight is cancelled?
No. Flight cancellations are not covered by Flight Delay Protection.
Please note that if the delayed flight is cancelled in the end, the benefit will no longer be available upon flight cancellation.
- What is the Flight Delay Protection Portal?
The Flight Delay Protection Portal is a platform which monitors the status of any flight(s) enrolled in the Flight Delay Protection under the same email address, and allows passengers to redeem benefits if their enrolled flight(s) experience a departure delay of 90 minutes or more. - Do I need to register an account in Flight Delay Protection Portal?
Your flight is automatically enrolled and monitored flight status by the Flight Delay Protection Portal
To redeem your benefit, you must first register an account at the Flight Delay Protection Portal with your email address used as the booking contact. Once you have an account, sign in with your email address to the Flight Delay Protection Portal and redeem the benefit. - How can I receive the notification for benefit redemption?
To receive the notification, as the contact person of the booking, you must provide the correct contact email address and mobile phone number during booking. Please ensure that you are able to receive SMS or email whether you are in or out of Hong Kong. Please note that local or overseas SMS/data charges may apply when receiving the notification, depending on your data plan. - How can I redeem the benefit?
To redeem the benefit, you must click on the link to sign in the Flight Delay Protection Portal provided in the notification via email or SMS. The benefit is available for redemption within 7 days after flight delay protection is activated.
For Airport VIP Lounge Pass:
A QR code will be instantly generated once the redemption process is completed. This QR code serves as your Airport VIP Lounge Pass, granting one-time access to a designated airport lounge or airport set meal worldwide (check available lounges / restaurants here) within a 6-month period. You may use it any time within the valid period. Please note that usage of the lounge is subject to the terms and conditions of the respective lounge.
For HKD80 cash benefit (for bookings originating from Hong Kong only):
You should complete the designated form to provide your bank account information for the cash transfer. Payment will only be made in HKD to a personal bank account issued by a bank registered in Hong Kong under the name of the eligible U-First passenger. The cash benefit transfer process will be completed in 7 working days. - Can I select a different benefit for selected passenger(s) in the same booking?
No. You can only select the same benefit for all passengers in the same booking. - Can I change my benefit after redemption?
No. You cannot change the benefit once it is redeemed. - Is the Airport VIP Lounge Pass transferable?
No. The Airport VIP Lounge Pass is non-transferable. - Can I split the use of Airport VIP Lounge Pass?
No. All passengers must access the airport lounge / airport set meal at the same time. - Can my child/infant enter the lounge?
Each lounge has its own policies regarding entry acceptance of children and infants. Please check with the lounge for more details. - What should I do if I cannot access the lounge?
Please contact HK Express Customer Connect for assistance.
Please note that lounges might be located before / after the passport check and security lines and might not be in the same terminal as your departure flight. Please check the lounge location and operating hours before choosing the lounge. - There is no available lounge found at my departure airport. What should I do?
You may choose either of the following as alternative benefit:- Airport VIP Lounge Pass valid for one-time access worldwide within 6 months for your next visit
- Airport set meal option in your departure airport (if available)
- What should I do if I cannot receive any notification regarding my Flight Delay Protection?
For any assistance and inquiries, please contact HK Express Customer Connect for more information.
The information on this FAQ is for reference only, and not intended to be a complete description of the applicable terms and conditions. Please refer to our Benefit Booklet to understand the terms and conditions of all the benefits and exclusions. In the event of any inconsistency between the English and other language versions of this FAQ, the English version shall prevail.
U-First’s Terms and Conditions
- U-First services are non-transferrable, non-refundable and not exchangeable for cash.
- Passengers who’ve purchased U-First, please proceed to the dedicated "U-First" check-in counter at the airport to check-in with priority.
- Owing to operational circumstances, U-First service may not be available for some flights.
- In case of dispute, Hong Kong Express Airways Limited reserves the right of final decision.
Flight Delay Protection’s Terms and Conditions
- Flight Delay Protection is provided by Hong Kong Express Airways Limited (“HK Express”), and it is administered by AXA General Insurance Hong Kong Limited (“AXA”), including any of AXA’s third party service providers, on behalf of HK Express.
- Flight Delay Protection is subject to the relevant terms and conditions, please refer to the Benefit Booklet.