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Hong Kong Airlines Customer Service Centre
Hong Kong SAR  +852-3916-3666
Mainland China (Local only)  950715
Baggage Enquiries (lost / delayed / damaged)
+852-3713-1300 (Mon-Sun, 09:00-23:00)  
Home > Customer Service Plan



U.S. Customer Service Plan


The Hong Kong Airlines Customer Service Plan (the “Plan”) applies to all of our scheduled and public charter flights that depart from or arrive at a U.S. airport. We have established this Plan to comply with the U.S. Department of Transportation “Customer Service Plan” regulations (14 CFR Part 259.5).


Lowest fare available
We are committed to offering our passengers the lowest available fares for their specific flights. When our customers contact us to inquire about a fare or make a reservation through our website, at the ticket counter, or by calling our reservation center, we will disclose that the lowest fare offered may be available elsewhere if that is the case.


Delays, cancellations and diversions
In the event of a delay, cancellation or diversion that lasts 30 minutes or more, we will notify our passengers within 30 minutes after becoming aware of the disruption. Flight status information will be provided in the boarding gate area, on our website, and through our telephone reservation system. Flight display systems will also be updated, provided that we have control over such displays or can provide the information to the party who controls the display.


Baggage delivery
In the event that your baggage does not arrive on your flight to or from the U.S., we will make reasonable efforts to ensure that your baggage is promptly delivered within 24 hours. We will reimburse costs in accordance with the provisions outlined in the Montreal Convention, and will refund any baggage fees charged if the bag is lost.


Cancelling reservations
We will provide a refund for flights to and from the U.S. if you choose to cancel the booking within 24 hours of purchase, provided that the booking is made at least one week prior to travel.



Refunds due will be promptly issued to the credit card used at the time of booking. Cash payments will be reimbursed to a nominated account within 20 days. Fees charged for optional services that were unavailable or not provided due to an oversale situation or flight cancellation will be refunded to the passenger.


Accommodating passengers with disabilities

Passengers with disabilities and special needs will be appropriately accommodated, including during lengthy tarmac delays at US airports, in accordance with 14 CFR Part 382 of the U.S. Department of Transportation’s regulations and our general conditions of carriage.


Lengthy delays on the tarmac

In the event of lengthy tarmac delays at US airports, we will act in accordance with our U.S. Tarmac Delay Contingency Plan in order to ensure that the essential needs of all passengers are met.



In instances where flights are oversold, we will handle all “bumped” passengers with fairness and consistency in accordance with 14 CFR Part 250 of the U.S. Department of Transportation’s regulations and our policies and procedures for determining boarding priority.


Other travel policies

Our travel policies, including our cancellation policy, frequent flyer rules, and aircraft seating configuration, including lavatory availability, are available on and via our telephone reservation center.


Changes in travel itineraries

In the event of a change in itinerary, we will provide prompt notification of any changes made via the telephone number or email address provided at the time of booking. If the booking was made through an agency, it is the responsibility of the agent to pass on any information that may be provided by us.


Customer relations

The Customer Relations Department is available to address any concerns or feedback received. Correspondence will be acknowledged within 30 days and a subsequent response will be sent within 60 days of the date received. We do not have the ability to provide a formal response to any comments or concerns posted on our social networking sites. The Customer Relations Department can be contacted via our website, or by mail


Assistance in the event of a cancellation or delay

Whilst we will always strive to ensure that all of our flights depart according to schedule, unfortunately due to the nature of the aviation industry, it is inevitable that delays may occur from time to time. In the event of a cancellation or delay, we will do our utmost to rebook passengers on the next available flight to their destination and provide other accommodations to mitigate passenger inconveniences.