Join Fortune Wings Club
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 >  Trip Management > Refund Application Form

 

   Refund Policy

  1. 1. This policy applies to any online refund application. 
  2. 2. Online refund application is only applicable to ticket number with a prefix “851” (“851 Ticket”) and purchased from one of the following sales channels:-
    1. a.Hong Kong Airlines official website at www.hongkongairlines.com;
    2. b.Hong Kong Airlines official mobile website at m.hongkongairlines.com;
    3. c.Hong Kong Airlines official mobile application and WeChat; or
    4. d.Other authorized channels (namely Qunar, Taobao, Ctrip, Skyscanner (Tianxun), Tuniu and Flight Manager(Hangban Guanjia)).
  3. 3. In the event that 851 Ticket is not purchased through the above sales channels, passenger may contact the travel agent or ticket issuing office directly for refund application.
  4. 4. Passenger shall travel in sequence in accordance with the itinerary; otherwise ticket will be invalid and fare of the unused sector will not be refunded.
  5. 5. Taxes, fees and charges (collected on behalf of the government) on any unused sector of 851 Ticket are refundable. Subject to local government regulations, only the taxes, fees and charges of the unused 851 Ticket shall be refunded if the 851 Ticket was issued more than 1 year from the ticket issue date.  Please email refund@hkairlines.com for this type of refund application.
  6. 6.Subject to the booking terms and conditions and/or applicable fare rules of the 851 Ticket, the fare of the unused sector and Passenger Fuel Surcharge will only be refunded after the deduction of applicable cancellation fees and/or no-show fees.  In the circumstances where the applicable cancellation fees and/or no-show fees are higher than the fare of the unused sector and Passenger Fuel Surcharge, there will be no refund of the fare of the unused sector and Passenger Fuel Surcharge, and the additional amount is payable by the passenger.
  7. 7. The refundable amount will be refunded to the original payment account after verification of the fare rules on 851 Ticket. The refund process normally takes approximately 6 to 8 weeks. This time frame however may be extended due to COVID-19 pandemic.
  8. 8. Notwithstanding any contrary to the booking terms and conditions and/or applicable fare rules, 851 Ticket purchased via the Hong Kong Airlines’ official website and/or the mobile application 7 days or more prior to the flight’s scheduled departure time involving itineraries to/from the United States of America can apply for a full refund of the whole itinerary within 24 hours of reservation. Hong Kong Airlines will process the refund within 7 business days if the purchase is made by credit card and within 20 business days if the purchase is made by cash or check.  For the avoidance of doubt, the add-on service associated with the 851 Ticket such as extra-legroom seat purchased may not be refunded.
  9. 9. In accordance with Article 19 of the Taiwan Consumer Protection Act, 7-day right to cancellation of distance sales is not applicable to international airlines passenger services.
  10. 10.In accordance with Japan Civil Aviation Bureau’s  requirements, for any application for refund of  unused sector/s with ticket originated from Japan, fuel surcharge that had been imposed during ticket purchase will also be refunded.
  11. 11.In accordance with Philippines Civil Aeronautics Board board resolution N0.44 (SBM 05S-08-17-2018), for any application for refund of unused portion with ticket originated from Philippines, fuel surcharge collected for such sector/s will also be refunded.
  12. 12.In the event that the passenger requests to refund due to sickness/death, please refer to here whilst refund request due to flight reschedule and cancellation, please refer to here.
  13. 13.Once your refund application has been submitted and confirmed, your seat will be released and Hong Kong Airlines shall proceed to refund your ticket.  
  14. 14.Unaccompanied Minor (UM) service is required for children aged 6 to 12. In the event that the accompanied adult has applied to refund his/her ticket, charges may apply for this UM service. For children who aged below 6, this UM service is not applicable and they must travel with an adult.
  15. 15.For any enquiry on this Policy, you may email us at refund@hkairlines.com.