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) |
HONG KONG AIRLINES
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
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.
Overbooking
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 http://www.hongkongairlines.com
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 crd@hkairlines.com
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.