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Home >  Disability Assistance

Disability Assistance

 

Introduction

In order to ensure all our guests can experience our people-oriented service approach, all our ground personnel and cabin crew have already completed a series of training for assisting passengers requiring special care. This is to make sure that all of them are equipped themselves to be an expert to take care of you. To help us provide you with the services you require, please let us know how we can best assist you.


You can obtain information in advance regarding assistance we can offer either through this web site or by contacting our local Reservations office. Please be aware that there might be unforeseen circumstances such as weather or mechanical problems that may call for a last minute aircraft switch, but we will do our best to accommodate your needs. However, in any circumstances, we are unable to provide passengers with any assistance for personal care needs in-flight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant or make alternative arrangements. For safety reasons, Hong Kong Airlines may require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency. A safety assistant may be required if the passenger:


  • -is travelling in a stretcher or incubator or require medical attention during the flight. (The attendant must be capable of attending to their medical needs in the cabin)

  • -is unable to comprehend or respond properly to safety instructions due to a cognitive or developmental disability.

  • -has mobility impairment, which is so severe that the passenger is unable to assist in his or her own evacuation of the aircraft.

  • -has severe hearing and vision impairments and cannot establish some means of communication with our cabin crew.

 

Mobility Assistance

Upon your request, Hong Kong Airlines would be more than happy to provide a wheelchair for you should you require the service. In order to ensure the service meets your needs, our reservation office or airport staff may ask you some questions to determine the level of assistance you required. To allow us to provide the best service, please let us have the most information at the time you confirm your booking.


Hong Kong Airlines will offer wheelchair assistance to passengers who require the service without any charge. Attendant will assist the passenger to arrive at the assigned boarding gate from check-in counters (depending on the facilities of the airport). If you need assistance inside the cabin in moving between your seat and the aircraft door or lavatory door, in-flight wheelchair and aisle seats are available to serve you. Our cabin crew are also trained in transferring techniques using appropriate transfer equipment available onboard our aircraft, and can assist if you are unable to transfer by yourself from the in-flight wheelchair to/from your seat.


Please contact our local Reservations office should you have any questions about our wheelchair service and our staff will be happy to assist you.

Passengers are welcome to travel with their own wheelchairs on Hong Kong Airlines’ flights. For safety reasons, wheelchairs should be checked-in before boarding while passengers can decide whether it was checked in at the check-in counters or boarding gates. Electronic-powered wheelchairs* must be checked in at check-in counters before entering the restricted area. Depending on the airport facility, passengers can use their own wheelchairs until arriving at the boarding gate and pass the wheelchair to the ground personnel at boarding gate for check-in.


*  We accept all types of battery powered wheelchairs in the cargo compartment e.g. wheelchairs with dry cell battery, wet cell battery, gel cell battery or non-spillable electric storage batteries. Lithium-ion battery powered wheelchairs or other similar mobility aids may be carried as checked baggage, provided that the battery must be of a type which meets the United Nations (UN) test requirements as specified in the UN Manual of Tests and Criteria, Part III Section 38.3. Certain safety procedures must be followed in order to comply with international air transport safety regulations and we will advise you of these at the time of booking.


In order to ensure that our guests have a sweet and memorable journey, Hong Kong Airlines reserve the right to require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency as we are unable to provide passengers with any assistance for personal care needs in-flight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory,  or other personal care needs. We recommend that you travel with an appropriate personal care attendant or make alternative arrangements if you require assistance with any of these.


Walking canes, frames, and crutches may be carried in the aircraft cabin, provided they are stowed in accordance with cabin safety requirements. If your walking frame is collapsible and cabin crew can stow it safely, it can also be carried in the aircraft cabin. For safety reasons, non-collapsible walking frames are not permitted in the aircraft cabin and will have to be checked –in.  You can use your frame to the departure gate where it can be surrendered for priority stowage in the aircraft cargo hold.

 

Passengers requiring escorts

For safety reasons, Hong Kong Airlines may require some passengers to travel with a safety assistant that can provide them with assistance in comprehending and responding appropriately to safety instructions from cabin crew and/or assist them to evacuate the aircraft in the event of an emergency. A safety assistant may be required if the passenger:


  • -is travelling in a stretcher or incubator or require medical attention during the flight. (The attendant must be capable of attending to their medical needs in the cabin)

  • -is unable to comprehend or respond properly to safety instructions due to a cognitive or developmental disability.

  • -has mobility impairment, which is so severe that the passenger is unable to assist in his or her own evacuation of the aircraft.

  • -has severe hearing and vision impairments and cannot establish some means of communication with our cabin crew.

  •  

We are unable to provide passengers with any assistance for personal care needs inflight such as eating/drinking, administration of medications, elimination functions including assistance inside the lavatory, or other personal care needs. If you require assistance with any of these, we recommend that you travel with a personal care attendant or make alternative arrangements. The safety assistant or personal care attendant must be self-reliant and mentally and physically able to provide the passenger with the assistance required.

 

Passengers with hearing impairment

If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check in. The assistance we can offer includes:


  • -Meet and assist service to escort you to and from the aircraft

  • -Individual safety briefings

  • -Subtitles on our in-flight safety videos

  • -Priority boarding


If you are travelling with your accredited service dog, please contact our local reservations office.

We do not require advance notification if you wish to bring onboard hearing aids, special headsets, audio-receivers or other battery operated assistive listening devices*. These devices can be used during all phases of flight. If you plan to bring onboard a transmitting device, please advise us at least 48 hours in advance so we can ensure that it is compliant with our safety requirements.

*Please note that for safety and operational reasons, passengers will not be permitted to plug any assistive listening devices into the aircraft’s power supply and must instead supply their own power in accordance with all applicable regulations.

 

Passengers with visual impairment

If you require assistance during your flight with us, we encourage you to let us know how we may best assist you at the time of your booking or during check in. The assistance we can offer includes:


  • -Meet and assist service to escort you to and from the aircraft

  • -Individual safety briefings

  • -Assistance inflight in moving to and from your seat

  • -Priority boarding

  •  

If you are travelling with your accredited service dog, please contact our local reservations office.

If you use a cane or other assistive device, it may be carried in the aircraft cabin with you, provided it can be stowed under your seat or in the overhead compartment. The cane needs to lie flat on the floor and should not block any emergency exit or protrude into the aisle. You may ask our cabin crew for assistance in loading and retrieving your cane in case it is not collapsible or if it cannot be stowed under your seat. All such assistive devices will be carried free of charge.

 

Passengers with cognitive or developmental impairment

If you require assistance during your flight with us, we recommend that you please let us know how we may best assist you at the time of your booking or during check in.

While we strive to provide an exemplary level of service, it is not possible for us to arrange for passengers to be attended to at all times. Passengers who are unable to follow safety instructions should arrange their own safety assistant and passengers in need of continuous assistance or personal care should arrange their own personal care attendant.

 

Service Animal

In compliance with regulations issued by Hong Kong government authorities, Hong Kong Airlines is not allowed to accept service animals other than dogs in the cabin. We allow one service dog per passenger, but in the event that a passenger wish to travel with two service animals we would make every reasonable effort to accommodate the passenger in accordance with USDOT part 382 and our company seating policy. An extra seat could be purchased to accommodate the animals in accordance to safety regulations by HKCAD and other local authorities. Regarding the immigration and quarantine clearance procedures, please refer to our website under Checked Baggage > Travelling with Pets.


Special Service Request For Disability Passengers (For U.S Route)

Support for passengers with disabilities

  1. 1. If you are requesting assistance for passengers with disabilities, please call us at  +1 8553933880    (Toll-free,  within the US) .

  2. 2. For customers with hearing or speech disabilities, please dial  711  and request the operator to contact us at the above toll free number.