Service fees

HK/EN

Customer Service Fees

Hong Kong Airlines will introduce new Customer Service Fees from 1 January 2021 for requests made via our customer service hotlines, airport check-in counters or local sales offices.

Customers who booked on our website can make changes to your itinerary via our online self-service platform.
If you made your bookings via travel agencies, please contact your travel agent directly for any changes or modification.

*Please refer to below Customer Service Fees. Charges are subject to change from time to time.

Table 1: General Service Fees

Types of Service	Service Fee
Types of Service	Online self-service	Other channels*
1. New booking /Reservation Charge per ticket issuance	Free of charge	HKD 120	USD 15
2. Voluntary Rebooking / Route for the flights Applicable only to the change of confirmed flight date or flight number in the same itinerary, with the same airline and, within ticket validity Charge per ticket per passenger per transaction	Free of charge	HKD 120	USD 15
3. Air Pass Reservation / Rebook Applicable only to the change of confirmed flight date or flight number in the same itinerary, with the same airline and, within ticket validity. Charge per ticket per passenger per transaction	Free of charge	HKD 120	USD 15
4. Ticket Refund Refund application must be requested on or before the ticket expiry date. Charge per ticket per passenger	Free of charge	HKD 120	USD 15
5. Seat Assignment Applicable only to the confirmed seat assigned for passengers in one reservation record. Charge per reservation reference per transaction	Free of charge	HKD 50	USD 6
6. Excess Baggage purchase Charge per passenger per transaction.	Free of charge	HKD 50	USD 6
7. Inflight Meal Purchase Charge per passenger per transaction	Free of charge	HKD 50	USD 6
8. Ticket receipt request (for copies of ticket purchased over 3 months and less than 18 months) Applicable only for passengers purchased tickets through Hong Kong Airlines official website or Customer Service Centre	N/A	HKD 100	USD 12
9. Award Ticket / Lucky Draw Ticket / Sponsorship Ticket Applicable only to the confirmed flight date or flight number in the same itinerary, with the same airline and, within ticket validity Charge per ticket per passenger	N/A	HKD250	USD 30
10. Name Correction Applicable only to minor name corrections on a per customer per booking basis.	N/A	HKD400	USD 50
11. Musical Instrument Protection Case – reservation required Applicable only to confirmed flight date or flight number. Charge per sector per passenger	N/A	HKD100	USD 12
12. Hong Kong Airlines Services Voucher / E-gift Voucher - Available in stock with value of HKD50/HKD100 – Deliver to registered address (free delivery to the Regions in Hong Kong, Macau and Mainland China) - E-gift Voucher issued and delivered by email confirmation	N/A	Free of charge
13. Frequent Flyer Ticket Redemption / Rebook / Refund / No show etc. Details refer to Table 2	N/A	N/A
14. Frequent Flyer account management – Registration/ Mileage Accrual / Redemption Group update / Profile information update etc. Details refer to Table 3	N/A	N/A

Table 2: FWC Service Fees – Reservation related

Types of Service	Service Fee
Types of Service	Online self-service	Other channels*
1. Frequent Flyer Ticket Redemption Applicable only to the confirmed flight date or flight number in the same itinerary, with the same airline and, within ticket validity Charge per ticket per passenger	Free of charge	HKD 120	USD 15
2. Frequent Flyer Ticket Voluntary Rebooking Applicable only to the change of confirmed flight date or flight number in the same itinerary, with the same airline and, within ticket validity Charge per ticket per passenger per transaction	N/A	HKD 240	USD 30
3. Frequent Flyer Ticket Redemption – Use mileage upgrade	N/A	Free of charge
4. Frequent Flyer Ticket (Website redemption) Normal refund - Nonrefundable of mileage and tax refund only – no charge Charge per ticket per passenger	Free of charge	Free of charge

Table 3: FWC Service Fee – Membership account related

Types of Service	Service Fee
Types of Service	Online self-service	Other channels*
1. Frequent Flyer account management - New account registration / Forget password	Free of charge	Free of charge
2. Frequent Flyer account management - Combine accounts and merge mileage of same person	N/A	Free of charge
3. Frequent Flyer account management - Accelerate program enrollment	N/A	Free of charge
4. Frequent Flyer account management - Retro claim (within 180 days / 30days prior registration)	Free of charge	Free of charge
5. Frequent Flyer account management - Update passport or personal details	Free of charge	Free of charge
6. Frequent Flyer account management - Group nominee change (add /update/ delete group nominee) Applicable to the replacement of each existing nominee or registration of each new nominee to replace a previously deleted nominee.	Free of charge	Free of charge

Remarks:

The above Customer Service Fees are effective from 1 January 2021 and are subject to change from time to time without prior notice.
All Customer Service Fees are charged on a “per ticket”, “per passenger” and “per transaction” basis unless otherwise stated.
The above service is only applicable to Hong Kong Airlines ticket with a prefix “851”. For other tickets, please contact your travel agency or ticket issuance points.
The above Customer Service Fees do not include those fees listed out in fare rules such as rebooking fee, no show fee, fare and taxes difference, fuel surcharges and other carrier surcharges applied if necessary
For FWC members who are holding Silver, Gold or Platinum tiers, the above Customer Service Fees are waived in Table 2 & 3 except Frequent Flyer Ticket no show fee charges