Special Assistance

HK Express is committed to providing you with safe, reliable service, and our friendly staff are available to help throughout your journey. We understand that in certain situations travel can be particularly stressful. Please review the guidelines below to ensure you have a smooth experience at the airport and in the air.

To submit your special assistance request, please contact us via our WhatsApp +852 3951 7229 during our service hours from 08:00hrs to 20:00hrs, Monday to Sunday. Alternatively, you may also reach out to us via our Service Request Form. For more details of our other contact channels, please visit https://www.hkexpress.com/en-th/need-help/customer-care/.  

• Customers with reduced mobility
• Special Assistance Customers
• Traveling with a Mobility Aid or Wheelchairs
• Travelling with Infants
• Travelling with Children
• Travelling with Elderly Customers
• Special Meals
• Vision and Hearing Impaired Customers
• Travelling with a Guide Dog / Assistance Dog (Disability Assistance Dog*)
• Medical Assistance
• Peanut or Tree Nut Allergy
• Pregnant Customers
• Accompanied Travel

Customers with reduced mobility

Customers with reduced mobility refers to any person whose mobility when flying is reduced due to any impairment including those requiring the use of wheelchairs, canes or other device; vision, hearing or speech impairments; intellectual disability or impairments including developmental disabilities; medical conditions whether temporary or permanent.

Most Customers who have one or more of these disabilities can travel safely without extraordinary assistance. Therefore, it is safe to assume that a Customer with reduced mobility is self-reliant. Customer shall NOT be refused air transport on the grounds of their disability or lack of mobility, except ONLY for reasons which are justified on the grounds of safety.

Passengers Who Require Safety Assistance

Customers with reduced mobility or medical conditions may be required to travel with a Safety Assistant if he/she is:

• Unable to comprehend or respond to safety instructions, perhaps due to a cognitive or developmental disability
• Have impaired mobility, which is severe enough that you would not be able to evacuate the aircraft unassisted
• Have a combination of severe vision and hearing impairments, making communication with the cabin crew a challenge

A Safety Assistant must be 18 or above years of age and must be physically and mentally capable of providing the required assistance. Customers travelling with a Safety Assistant must not be seated at the emergency exit rows or seated wherein they could obstruct emergency exits, impede the crew of their duties, obstruct access to emergency equipment or hinder aircraft evacuations.

In addition, we are unable to provide assistance in performing tasks which would fall into the category of ‘personal care’, it includes:

• Breathing (reliance on supplementary oxygen)
• Feeding (Cabin crew can open and describe content of food items but will not perform the task of feeding)
• Toileting (if the passenger is incapable of using the toilet facilities unaided)
• Medicating (if the passenger is incapable of administering their own medicines and medical procedures)

Traveling with a Mobility Aid or Wheelchairs

Any wheelchair or mobility aid exceeding the above dimension and weight cannot be accepted as checked baggage.

Battery-powered Wheelchairs or Mobility Aids and Spare Batteries

Battery-powered wheelchairs or mobility aids and their spare batteries are allowed but must meet the Dangerous Goods requirement. For more information, please refer to our website under Controlled and Banned Item.

Travelling with Infants

Travelling with Children

Special Meals

Vision and Hearing Impaired Customers

Travelling with a Guide Dog / Assistance Dog (Disability Assistance Dog*)

Guide Dog: is one that is trained to provide mobility assistance to a blind or partially sighted person. A Guide Dog is one that is trained by an individual or organization that is accepted by and affiliated to the International Guide Dog Federation.

Assistance Dog: is one that has been specifically trained to assist a disabled person and that has been qualified by an organization registered as a member of the Assistance Dog International and Assistance Dogs Europe. The dog will have been granted certification by the relevant country’s Health Department on the basis that the dog’s high standard of training, behaviour, health and welfare are such that it should be permitted to accompany its client, owner or partner at all times and in all places.

Guide Dog/Assistance Dogs shall only be accepted for carriage in the cabin provided that:

1. They meet the Agriculture, Fisheries and Conservation Department(AFCD)’s definition of Disability Assistance Dog(DAD)*;
2. The Customer has obtained a Special Permit from AFCD for the Importation/Transit/ Transshipment of the dog;
3. The passenger has obtained prior written approval from AFCD for in-cabin transportation of the Guide Dog/Assistance Dog; and
4. Original copies of all documentations/permits for originating, transiting and/or destination station(s) are required to present at check-in counter.

Guide and Assistance Dogs being imported or travelling in transit or transshipment to countries other than Hong Kong should comply with the regulations of their final or transit destination, as well as the HKCAD’s guidelines 6.4 in CAD 800.

Care and supervision of the Guide and Assistance Dogs is the sole responsibility of their owners and we require that the dogs relieve themselves in a way that does not create a health or sanitation issue inflight. Also, if the dogs present a trip hazard or hazards to other Customers, we will be unable to carry them.

Please notify our Customer Connect at least 72 hours before your flight to advise us when you are travelling with a Guide or Assistance Dog and submit the required documentation via Service Request Form as soon as possible after initial contact with Customer Connect. We are unable to allow carriage without the required documents that satisfies the requirements from the origin and destination station(s).

Dogs not meeting the definition of Guide and Assistance Dogs, are pets, which HK Express does not accept carriage of such animals.

*According to the Agriculture, Fisheries and Conservation Department (AFCD) of Hong Kong, a Disability Assistance Dog (DAD) is defined as a dog that has been trained to help people with physical disabilities to gain more personal independence. DADs are non-aggressive, highly obedient and hard-working. Their health conditions are regularly and closely monitored by veterinary surgeons and they would have a good history of vaccination against major infectious diseases.

Medical Assistance

We acknowledge the need for passengers to travel with pre-existing/permanent or temporary medical conditions. Most conditions will not prevent a passenger from travelling. However due to the effects of cabin environment that may deteriorate your condition, medical clearance is required for many conditions to ensure that you can complete the flight safely without requiring extraordinary medical assistance.

You must declare your medical conditions by contacting our Customer Care team at least 72 hours prior to flight departure.

Medical Clearance

To ensure you are safe to fly, medical clearance is required when you:

1. suffers from a communicable disease that poses a direct threat to the health and safety of themselves or others on the flight
2. doubts his/her fitness to travel as a result of recent illness, hospitalisation, injury or surgery and there is reasonable doubt that they can complete the flight safely without requiring extraordinary medical assistance during the flight
3. has an existing medical condition where there is reasonable doubt that they can complete the flight safely without requiring extraordinary medical assistance during the flight e.g. breathing difficulties, unstable angina, terminal illness, etc.
4. requires to use Portable Oxygen Concentrator (POC) onboard

If you need to submit medical clearance, you will need to complete the ‘Passenger Medical Clearance form’ and please ensure to complete it in full. You should complete Part 1 of the form and Part 2 by your registered treating doctor. The completed form must be submitted to our Customer Connect Team via our ‘Service Request Form’ no later than 72 hours prior to flight departure.

‘Passenger Medical Clearance form’ must be dated within 10 days of the initial outbound travel date. The same form is also valid for your return journey if the return sector is within 14 days of the departure sector.

For passengers requiring medical clearance, please keep in mind that you are not able to be seated in an emergency exit row seat when selecting your seat due to regulatory requirements.

You may be subject to medical assessments by our medical support provider at check-in if our staff have reasonable doubts on your ability to complete the journey with us without requiring extraordinary medical assistance throughout the course of the flight.

Portable Medical Electronic Devices (PMEDs)

Except Continuous Positive Airway Pressure (CPAP), Bilevel Positive Airway Pressure (BiPAP) and Portable Oxygen Concentrator (POC), other PMED(s) are not permitted to be used in the cabin.

If you are not using the devices in the cabin, the devices can be accepted as checked baggage and carry-on baggage in accordance with the relevant regulations (please refer to the requirements on carriage of Lithium Batteries). The size and weight of the devices must be within the baggage allowance.

Please note that PMED(s) must be self-powered and HK Express does not have electrical outlets onboard for commercial product use and accepts no responsibility or liability for any damages, injury, subsequent breakdown or operational failure of any potable medical electronic devices (PMEDs) owned, supplied or used by passengers on the aircraft.

Portable Oxygen Concentrator (POC)

If you need to use a POC onboard, you are required to obtain medical clearance and shall ensure:

1. Only FAA approved POCs can be used onboard and must have
   1. statement on the back of the POC stating in text that, “The manufacturer of this POC has determined this device conforms to all applicable FAA acceptance criteria for POC carriage and use onboard aircraft”;
      
      or
   2. have wording or label “FAA Approved – POC” in the user manual
2. You must complete the ‘Passenger Medical Clearance form’ in full including the following information:
   1. Device model / Name of manufacturer
   2. Weight and dimensions
   3. You have full knowledge and physical ability to operate the device and can respond appropriately if you alert any alarms. If not, you should be accompanied by a companion who can perform these functions.
   4. Which phases of flight the passenger requires the use of the POC – Taxi, Take-off, Cruise, Approach and Landing
   5. Oxygen flow rate for the POC should be set with the consideration of air pressure in the cabin under normal operating conditions. (Aircraft cabins are pressurized to an altitude of 8,000 feet)
   6. Use a POC for medical reasons only
   7. You are capable of completing the flight safely, without requiring extraordinary medical assistance during the flight
3. The POC must have adequate batteries to support at least 1.5 times of the total flight duration.
4. When selecting your seat, please keep in mind POCs may not be used at a bulkhead seat or emergency exit row seat. You must be seated in a window seat that does not block the egress of another passenger. If no window seat is available, you may not be accepted on the day of travel.
5. When in use, all POCs must be stowed in the space beneath the seat in front of you (Space dimension: 41.8 cm(w) x 24 cm(h) x 50.8 cm(L)). If your device is unable to fit under the seat, you may NOT use it during the flight but you can still carry it onboard where it will be stored in the overhead baggage compartment.
6. If the POC is not used during flight, it should be switched off.

If you need to submit medical clearance, you will need to complete the ‘Passenger Medical Clearance form’ and please ensure to complete it in full. You should complete Part 1 of the form and Part 2 by your registered treating doctor. The completed form must be submitted to our Customer Connect Team via our ‘Service Request Form’ no later than 72 hours prior to flight departure.

‘Passenger Medical Clearance form’ must be dated within 10 days of the initial outbound travel date. The same form is also valid for your return journey if the return sector is within 14 days of the departure sector.

You are subject to medical assessment by our medical support provider at check-in if our staff have reasonable doubts on their ability to complete your flight journey with us without requiring extraordinary medical assistance throughout the course of the flight.

Continuous Positive Airway Pressure (CPAP) and Bilevel Positive Airway Pressure (BiPAP)

Passengers who use CPAP or BiPAP are not required to obtain medical clearance but 72 hours’ notice is still required to validate the devices are meeting safety regulations. The devices must be self-powered using dry-cell or gel-type battery packs in accordance with all applicable regulations.

CPAP and BiPAP used onboard must have adequate batteries to support at least 1.5 times of the total flight duration. The use of CPAP and BiPAP shall only be allowed during cruise and these devices shall remain off and stowed during taxi, take-off and landing.

Injectable Medication and Needles

Generally, passengers are permitted to carry injectable medications and associated supplies (including needles, syringes, and auto-injectors) for the treatment and control of their medical conditions onboard. You are recommended that:

1. The number of syringes or needles and injectable medication that you take onboard must be reasonable considering the length of flight and the passenger’s condition.
2. The syringes or needles must be carried together with the injectable medication for airport security inspection. Bringing sharp objects onboard may be subject to the local country’s safety and security clearance procedures and is beyond the control of the airline. Please check with the specific country’s security and customs agencies you are transitioning through.
3. The items shall be accessible at any time for security inspection.
4. The syringes and injectable medications should be clearly labelled to identify your name and the medication. If the syringes and injectable medications are not clearly labelled, you should carry a supporting letter issued and signed by registered treating doctor indicating your name and the medication.
5. You should carry a supporting letter issued and signed by registered treating doctor stating that he/she suffers from a condition that requires the use of syringes and injectable medication onboard.
6. For hygiene reasons, we will not be able to refrigerate the medication. If you are bringing medications that requires refrigeration, the medications should be packed into a cooler bag or vacuum flask along with dry ice. You may bring your own dry ice in quantities of less than 2.5kg (4.41 lbs) which is suitably packed to allow carbon dioxide gases to evaporate freely. A label with words “dry ice” and net weight of dry should be placed on the package. You should declare to our ground staff that you are bringing dry ice onboard at the time of check-in.
7. Ice gel packs may also be used inflight. The allowed volume of each individual ice gel pack shall not exceed 100ml and are subject to security control under the carriage of Liquids, Aerosols and Gels (LAG) in carry on baggage of passengers.
8. Used syringes should be disposed of in the ‘sharps box’, which is carried on-board for all our flights. Please ask our cabin crew for assistance.

Stretcher

Stretcher facilities are not available on HK Express aircraft, therefore stretcher service will not be provided on our flights.

Oxygen for Medical Use

Passengers are not permitted to bring their own oxygen onboard and we are not able to arrange oxygen bottles or provide inflight oxygen for passengers to use. If you need to use oxygen bottles or inflight medical oxygen system, you will not be accepted onboard.

Peanut or Tree Nut Allergy

We recognise that some passengers may have allergic reactions to peanuts or tree nuts that can be life threatening. However, due to several factors and constraints within our operational network, we are unable to provide a peanut or tree nut free environment, or fulfil requests of creating a peanut or tree nut allergy free buffer zones for passengers.

For passengers who declare peanut or tree nut allergies but do not require any special treatment or a strict peanut or tree nut free environment, medical clearance is not required prior to acceptance.

Passengers who declare a peanut or tree nut allergy and require any special treatment or a strict peanut or tree nut free environment, acceptance on HK Express flights is prohibited.

We are unable to provide a peanut or tree nut free environment as:

1. peanut or tree nut products may be available for sales as inflight products
2. we are unable to provide a peanut or tree nut free meal
3. we may not insist cabin crew to tell surrounding passengers not to eat peanuts or tree nuts
4. we may not make inflight public announcement requesting other passengers to refrain from consuming peanuts or tree nuts
5. we cannot guarantee all traces of peanuts or tree nuts are removed from the cabin
6. the inflight air filtration systems are not designed to remove nut allergens
7. request for advance boarding to clean the seating area cannot be accommodated because of operational limitations

If you decide to carry their own medication/syringes or needles, please refer to Injectable Medication and Needles.

Pregnant Customers

Flying during a pregnancy is common, for your safety, HK Express requires a doctor’s certificate for pregnant passengers who have reached their 28th week of pregnancy with the following information in English:

• Whether it is a single or multiple pregnancy
• The estimated week of pregnancy
• The expected date of delivery
• That customer is in good health and the pregnancy is progressing without complications
• That they are fit to travel covering the entire period of travel

Please refer to the table below for exact details, travel must be completed by the times below:

Note: The same certificate is valid for your return journey provided there is no complication during the journey AND you still fulfill the requirement of 32 weeks (multiple pregnancy) or 36 weeks (single pregnancy) on the day of your return travel under the same booking.

Accompanied Travel