HONG KONG AIRLINES
Flight irregularity handling in China

         

To increase the normal rate of operations of flights in China, and help to effectively handle flight delays and improve service quality. Hong Kong Airlines promulgated a “Flight irregularity handling in China” which applies to all of our scheduled and public charter flights that depart from China airport, and this Plan was complied with The People’s Republic of China, Ministry of Transportation. We have clearly stated in the terms of carriage that passengers have made when purchasing tickets that they are responsible for the delays or cancellations of flights under different conditions. Passengers can download the relevant clauses of the terms of carriage on our official website.

  

Definition:
As per guidance of Ministry of Transportation, delay and cancellation can be defined as below: 

1. Arrival flight delay – Actual arrival time delayed more than 15 minutes of schedule arrival time. 
2. Departure fight delay - Actual departure time delayed more than 15 minutes of schedule departure time.
3. Cancellation - The planned operation of a flight is cancelled caused by flight delay. 
4. Tarmac delay – Delay when customers are on board the aircraft before takeoff or after landing.

 

  

Departure flight delay and cancellation handling

1. In the event of a flight delay or cancellation, we will post the information to the passenger via public information platform, official website, call center, SMS, telephone, radio, etc. within 30 minutes after the flight delay or cancellation. 
2. If the flight delay or cancellation related to airline issue, such as flight rescheduling, carriage service and crew, passenger will be provided meals service and accommodations service if necessary. 
3. If the flight is delayed or cancellation related to outside control, such as weather, emergency, air traffic control, passenger will be assisted in arranging meals and accommodations, and passenger shall be responsible for all related expenses incurred. 
4. Elderly, passenger with reduced mobility, expectant mother and unaccompanied minor should be given priority on handling. 
5. The waiver / refund policy will be catered under certain circumstance, such as ticket condition. Certificate will be issued on basis of delay / cancellation to affected passenger.

  

Tarmac delay handling

1. Passengers must be notified in every 30 minutes regardless of the circumstance once tarmac delay is known. The notification must include the reason for delay, estimated departure time if known. 
2. We will provide operable lavatory facilities while our aircraft remains on the tarmac. 
3. Passengers must be served with adequate food and potable water no later than 2 hours from the commencement of the tarmac delay. 
4. Disembarkation is required if a tarmac delay is for 3 hours or more and there is no definite take-off time provided by Air Traffic Management. The disembarkation of customers will depend on the consideration of safety and security.

 

   

Responding to customer complaints, issues and enquiries
Should you have any concerns relating to our handling, please do share this with us as it will help us provide better customer service. Our Customer Relations department is committed to addressing all customer feedback and welcomes the opportunity to respond. We will respond to related concerns within 20 days. Please contact us via email: crd@hkairlines.com

  

Remarks:
If there is any inconsistency or ambiguity between the English and Chinese version of the “Flight irregularity handling in China”, the Chinese version shall prevail.

         

              

                       

HONG KONG AIRLINES

U.S. Tarmac Delay Contingency Plan

  

The Hong Kong Airlines Tarmac Delay Contingency 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 “Enhanced Protection for Airline Passenger” regulations (14 CFR Part 259).

1. For international flights that depart from or arrive at a U.S. airport, we will not permit our aircraft to remain on the tarmac at a U.S. airport for more than four hours before allowing passengers to deplane, unless: 
   (i)   The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or 
   (ii)   Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations. 
2. For all flights covered by the Plan, we will provide adequate food and potable water no later than two hours after our aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) if our aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service. 
3. For all flights covered by the Plan, we will provide operable lavatory facilities, as well as adequate medical attention if needed, while our aircraft remains on the tarmac. 
4. For all flights covered by the Plan, we will notify our passengers every 30 minutes regarding the status of the tarmac delay, including the reason for the delay, if known. 
5. For all flights covered by the Plan, we will notify our passengers 30 minutes after scheduled departure (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open, if the opportunity to deplane actually exists. 
6. We have sufficient resources to implement the Plan. 
7. We have coordinated the Plan with all applicable airport authorities, including U.S. Customs & Border Protection and the Transportation Security Administration, at all U.S. airports that we serve, including all diversion airports.

  

Remarks:
If there is any inconsistency or ambiguity between the English and Chinese version of the “U.S. Tarmac Delay Contingency Plan”, the English version shall prevail.

  

                                    

                           

HONG KONG AIRLINES LIMITED

Flight Tarmac Delay Handling Guideline for Canada routes

According to the Air Passenger Protection Regulations (SOR/2019-150), the handling and obligations regarding tarmac delay for our scheduled and public charter flights that depart from or arrive at a Canada airport are as follows:

 

If a flight is delayed on tarmac after door closed for take-off or after flight has landed, we ensure the following services are provided free of charge:

 

1. Access to lavatories if available;
2. Proper ventilation and cooling or heating of the aircraft;
3. If feasible to communicate with people outside of the aircraft; and
4. Food and drink in reasonable amount of quantities, taking into account the length of the delay, the time of day and the location of the airport.

 

While the flight is delayed on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, if a passenger requires urgent medical assistance, Hong Kong Airlines must facilitate access to that medical assistance. 

 

If a flight is delayed on tarmac in Canada, we will provide an opportunity for passengers to disembark if:

 

1. 03 hours after door closed for take-off; and
2. 03 hours after flight has landed, or at an earlier time if feasible.

 

To ensure passengers reach their destination, we are permitted to stay on the tarmac for one additional 45-minute window, should take-off be imminent.

 

Further, priority disembarkation will be given to passengers with disabilities with their support person, service animal or emotional support animal (guide / assistance dog), if any.

 

The provision of an opportunity to disembark is subject to the overriding rule that an opportunity to disembark cannot be provided if providing an opportunity to disembark is not possible, including if it is not possible for reasons related to safety and security or to air traffic control or customs control. 

 

If there is any inconsistency or ambiguity between the English and Chinese versions of “Flight Tarmac Delay Handling Guideline for Canada Routes”, the English version shall prevail.

 

 

HONG KONG AIRLINES LIMITED

Non-refundable fixed compensation in air passenger transport of Vietnam

(Pursuant to Circular No. 14/2015/TT-BGTVT of Ministry of Transport governing non-refundable advance compensation for air passenger transportation)

 

1. Applicable to flights departing from Vietnam

Passengers departing from Vietnam shall receive assistance and compensation in cases of denied boarding, flight cancellation, or delays caused by the operating carrier’s fault.

2. Exemptions from assistance and non-refundable fixed compensation

The carrier is free from providing assistance or non-refundable fixed compensation under the following circumstances:

Denied Boarding

• Health problems causing damage to passengers, other passengers, or the flight.
• Prevent epidemic diseases.
• Passenger fails to conform to regulations on aviation safety, aviation security, aviation transport, or penalties for administrative violations against civil aviation.
• Passenger violates public order, endangers flight safety or creates negative effects on lives, health and assets of other people.
• Passenger under the influence of alcohol or other drugs loses control of his/her behaviors.
• Security reasons notified by a competent agency.

Flight Cancellation or delay

• Weather condition causes negative effects on flight safety.
• Security risks cause negative effects on flight safety.
• Decision of a competent agency.
• Health problems of passengers (they suffer serious illnesses or die after boarding).
• Scheduled airplanes are sabotaged or fleets of airplanes are sabotaged.
• Armed conflicts, political instability or strikes.
• Aviation infrastructure or flight operational assurance fails to ensure the flight operation.
• Technical problems occur during the operation of the airplane, from the time the captain signs the record on receipt of aircraft ready or flight operation until the end of the flight.
• Other cases of force majeure.

Other Cases

• Carrier can prove that passengers have been informed of the cancellation no later than 24 hours prior to the scheduled time of departure, or that passengers have not registered their contact address; or failure to contact with their registered address.
• Passenger travelling on a free ticket or discounted ticket applied to Industry Discount Ticket or Agent Discount.
• Passenger has not arrived for check-in at the airport or another place agreed with the carrier.
• Passenger who voluntarily cancelled the confirmed reservation.

3. The carrier will provide assistance at the airport

(a)    Delay of 2 hours: Provide beverages.

(b)    Delay of 3 hours or more: Provide food and beverages.

(c)    Delay of 6 hours or more (from 7:00 AM to before 10:00 PM): Arrange appropriate resting accommodations based on the actual conditions of the airport.

(d)    Delay of 6 hours or more (from 10:00 PM the previous day to before 7:00 AM the next day): Arrange suitable sleeping and resting accommodation based on the actual conditions of the local area or an alternative solution if agreed upon by the passenger.

(e)    If the passenger’s flight is cancelled or delayed or cancellation exceeds five (5) hours or causes missed connections, the passenger is entitled to choose between a refund of your ticket or rebooking on the next available flight at no additional cost.

4. The carrier is providing non-refundable fixed compensation in air passenger transport in cases of denied boarding, flight cancellation, or delays of more than four (4) hours caused by the operating carrier’s fault.

(a)    Form of Compensation:

a. Cash

b. Bank transfer or other appropriate payment intermediary services, as requested by the customer

C. If the consumer agrees, free tickets, reimbursement documentation to continue using the carrier's services, or other free services

(b)    Compensation location:

a. At the airport where the flight is cancelled or where the flight takes off or lands.

b. The carrier's branch or representative office where is designated by the carrier.

C. The compensation will be made to the account specified by the passenger.

(c)    Compensation period:

Compensation payments will be made within 14 days from the date on which the passenger's request is received.

(d)    Amount of compensation for trip cancellation or prolonged delay:

Domestic
Under 500 km	VND 200,000
From 500 km to less than 1,000 km	VND 300,000
1,000 km or more	VND 400,000
International flight departing from Vietnam
Under 1,000 km	USD 25
From 1,000 km to less than 2,500 km	USD 50
From 2,500 km to less than 5,000 km	USD 80
From 5,000 km or more	USD 150

 

 

If there is any inconsistency or ambiguity between the English and Chinese versions of “Non-refundable fixed compensation in air passenger transport of Vietnam”, the English version shall prevail.