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1.This Refund Policy is applicable to the Hong Kong Airlines Limited (“HKA”) tickets, the ticket number with a prefix of “851” (the “851 Ticket”).
2.The online refund application is only applicable to “HKA” tickets, and purchased from one of the following sales channels:
a. HKA official website at hongkongairlines.com;
b. HKA official mobile website at m.hongkongairlines.com;
c. HKA official mobile application and WeChat; and
d. Other authorised sales channels (namely qunar.com, Taobao, Ctrip.com, Skyscanner (Tianxun), Tuniu.com and Flight Master
3. If the “851 Ticket” is not purchased from the above-mentioned sales channels, passengers may directly contact the concerned travel agent or ticket issuing office for the refund application.
4. Passengers shall travel in the sequence conforming to the itinerary; otherwise the ticket would become invalid and the fare of unused sector(s) will not be refunded.
5. Taxes, fees and charges (that are collected on behalf of government) of the unused sector(s) are refundable. If the unused tickets that had been issued more than 1 year, should be it in accordance with local government regulations, only the taxes, fees and charges will be refunded for the unused tickets. Please email to us at refund@hkairlines.com for any such refund application.
6. Subject to the booking terms and conditions and/or applicable fare rules of the ticket, the refund of unused sector fare will be after the deduction of applicable refund fee and/or no-show fee. If the refund fee and/or no-show fee exceeds the unused sector fare, there will be no unused sector fare.
7. For ‘Refundable’ tickets, Fuel Surcharge (YR) and Booking Service Charge (YQ) for the unused sector(s) will be returned. For ‘Nonrefundable’ tickets, neither the Fuel Surcharge nor Booking Service Charge will be refunded.
8. The refund amount will be returned to the original payment account that was used to purchase the ticket. The refund process will take approximately 6 to 8 weeks.
9. According to Civil Aviation Administration of China (CAAC), the People’s Republic of China (PRC), with effective from 1 September 2021, for the tickets that the itineraries originating from or having stopover in the PRC, (excluding Hong Kong Special Administrative Region, Macau Special Administrative Region and Taiwan, China), the refunds shall be processed and completed in 7 working days from the date of submission with all the relevant documents received. Such processing time shall not include the time required by financial institutions.
10. In accordance with the Article 19 of Taiwan Consumer Protection Act, Taiwan, China, the right to cancel distance sales in 7 days is not applicable to international airlines passenger services.
11. In accordance with Japan Civil Aviation Bureau, for the tickets that the itineraries originating from Japan, the Fuel Surcharge of the unused sector(s) will be refunded.
12. In accordance with Philippines Civil Aeronautics Board Resolution No.44 (SBM 05S-08-17-2018), for the tickets that the itineraries originating from the Philippines, the Fuel Surcharge of the unused sector(s) be refunded.
13. In the event that passengers request a ticket refund due to sickness / death, please refer to here. For the refund request due to flight reschedule or cancellation, please refer to here.
14. After the ticket refund application is submitted and confirmed, the reserved seat will be cancelled in the system automatically. The ticket will be cancelled and cannot be restored for use.
15. Children between 6 to 12 years old cannot travel alone unless the “Unaccompanied Minor (UM) Service” is summoned. In the case if the adult travel companion refunds his/ her ticket and the child wishes to continue the travel alone, the concerned ticket will be charged for the UM Service fee.
16. For any inquiries, please email us at refund@hkairlines.com.
Special Rebooking and Refund Handling Guideline – Revision 2
(Serious illness & death case)
Please find below the handling guideline for the rebooking and refund issues on the situation of sickness & death of passenger. This version will be effective from 10 Aug 2015 (ticket issuing date).
Passenger or his/her authorizer can apply for special rebooking under the following circumstances:
Unable to travel on HX original booked flight due to serious illness of passenger;
Unable to travel on HX original booked flight due to death (within 30 days before intended departure date) of parent*, child*, sibling* or spouse of passenger.
Passenger or his/her authorizer is requested to submit rebooking application to HX local office and cancel PNR booking before flight departure.
Applicant can apply for special refund under the following circumstances:
Unable to travel on HX original booked flight due to death of passenger.
Under normal circumstances, applicant shall submit refund application to HX local office and cancel PNR booking before flight departure.
Other special cases are not subject to the above time restriction, such as death of passenger happens after check-in or at the transit point.
1. Rebooking due to sickness of passenger: Required documents specifying patient's name, time, illness and other information shall not be altered or it will be treated as false evidence. Original certificates shall be presented to HX office staff for verification within one month after making application. Rebooking can be processed after being approved and signed by HX office responsible person.
For sudden illness at airport or transit point, medical certificate from airport medical center is required.
The passenger or his/her authorizer must submit rebooking application with original and valid medical certificate issued by a licensed medical practitioner (must be above county level for Chinese passenger), indicating that the passenger is not suitable for long travel together with printed bills or receipt with official stamp. The date and time of certificate and receipt issuance and printing must be specified and they must be in advance of check-in time.
2. Rebooking due to death of parent*, child*, sibling* or spouse of passenger: Documents submitted to Finance Department shall be original unless stated otherwise. For example, if original document is required for insurance claim or reimbursement, passenger may hand in the copy. Parent: Biological parents, step parents, parents-in-law. Sibling: Biological brothers and sisters, step brothers and sisters.
Child: Biological child, step child, adopted child.
*The Company considers the following individuals as parent, child and sibling of the passenger:
3. Rebooking application must be submitted before flight departure. Death certificate of parent*, child*, sibling* or spouse of the passenger and certificate of their relationship shall be presented to HX office as supporting evidence. The original certificate must be submitted to HX office staff for verification within one month after making application. Rebooking can be processed after being approved and signed by HX office responsible person.
Refund due to death of passenger
In the event of death of a Passenger, refund applicant must provide death certificate to HX office as supporting evidence. The original death certificate must be submitted to HX office staff for verification within three month after making application. Refund can be processed after being approved and signed by HX office responsible person.
1.1 When Passenger is prevented from travelling by reason of illness before having commenced journey, we may change the travel commencing of the Ticket until the date when passenger become fit to travel or until our first flight after such date on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by an original valid medical certificate (refer to point C Document Requirement). The travel commencing of the Ticket may be postponed for not more than three months from the date shown on such certificate. The original Ticket’s ticket validity will be followed.
1.2 When Passenger is prevented from travelling within the period of validity of the Ticket by reason of illness after having commenced your journey, we may extend the period of validity of your Ticket until the date when you become fit to travel or until our first flight after such date, from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by an original valid medical certificate (refer to point C Document Requirement). When the Flight Coupons remaining on the Ticket involve one or more Stopovers, the validity of such Ticket may be extended for not more than three months from the date shown on such certificate. Under such circumstances, we will similarly extend the period of validity of Tickets of other members accompanying you.
1.3 In the event of death of a Passenger en-route, the Tickets of the persons accompanying the Passenger may be modified by waiving the minimum stay and extending the validity.
1.4 In the event of a death in the immediate family of a Passenger who has commenced travelling, the validity of the Passenger's Tickets and those of his or her immediate family who accompanied the Passenger may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate and any such extension of validity shall not be for a period longer than forty-five (45) Days from the date of the death.
1.5 Accompanist of ill passenger is allowed to rebook under the special handling procedure. The application has to be submitted together with sick passenger. Otherwise, it is treated as normal/voluntary refund. Accompanist is limited to 2 persons.
1.6 Sickness rebooking shall be applied by the sick person. If the sick person cannot apply for the refund due to serious illness, he/she can delegate another person to do it for him/her with a signed authorization letter, identity card of the sick person and the required application documents.
For wholly-unused ticket, the paid amount will be refund. For partially-used ticket, refund will be made after deducting the used one-way ticket fare in the same fare sheet. (If there is no one-way fare at the same fare sheet, the one-way fare will be calculated by a prorate factor of total ticket fare).
Special Ticketing Arrangements
These Special Ticketing Arrangements (“Arrangements”) are applicable for flight reschedule and cancellation by Hong Kong Airlines under special circumstances. Under such special circumstances, Hong Kong Airlines shall waive the rebooking, reissue and refund charges for all flights which are marketed and operated by Hong Kong Airlines.
I. Applicable Ticket Type
The Arrangements are applicable to all ticket numbers with a prefix “851” (“851 Ticket”) (excluding industry travel discount ticket/staff ticket and group ticket).
II. Applicable Special Circumstances
The Arrangements are applicable for the following circumstances:-
III. Criteria to waive rebooking and reissuance charges
In the event of the passenger choosing to rebook or reissue his/her ticket, passenger shall meet the following criteria in order to apply to waive the rebooking and reissuance charges by Hong Kong Airlines:-
Once the ticket has been rebooked or reissued, the new ticket is subject to the passenger original ticket’s fare rules applicable to each origin/destination.
IV. Criteria to waive cancellation and refund charges
V. Connecting Flights
Passenger holding 851 Ticket of the following flights and encounter the special circumstances as specified in Part II above are applicable for rebook, reissue or refund:-
Criteria for rebook, reissue or refund under the above circumstances
