HK/EN

Refund

    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 www.hongkongairlines.com;

    b.HKA official mobile website at mw.hkairlines.com

    c.HKA official mobile application and WeChat; and

    d.Other authorised sales channels (namely Taobao, Ctrip.com, Ly.com,qunar.com，Skyscanner (Tianxun),「Kayak」 and Flight Master

    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. The fee for Prepaid Excess Baggage, Seat and Meal, Advance Upgrade Fee, Flexi Plus and Flexi Refund fee are not refundable and all Service fees are not refundable.
    7. Processing Fees is non-refundable item except those flights departing from Korea and any involuntary situation such as cancellation of flights operated by Hong Kong Airlines.
    8. The Customer Service Fee is not refundable.
    9. Once rebooking has been completed, rebooking fee and/or no-show fee are not refundable.
    10. For award tickets, points for cancellation will not be returned if the cancellation is requested by passenger himself/herself. Only unused government imposed taxes and Hong Kong Airport Passenger Security Charge (Q) maybe refunded. Please refer to the Hong Kong Airlines Refund Policy for more information.
    11. 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.
    12. 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.
    13. For the tickets purchased at the HKA official websites or via mobile application that the itineraries travelling to/from the United States, notwithstanding any contrary booking terms and conditions, should it is 7 days (or more) before departure, passengers may cancel the paid reservations within 24 hours after the booking date for a full refund application. If it is purchased by credit card, the refund will be processed in 7 business days. If it is purchased by cash or cheque, the refund will be processed in 20 business days. For the avoidance of doubt, refund will not be provided for any HKA add-on service purchases.
    14. For tickets purchased on the HKA official website or via the mobile application for itineraries traveling to/from Canada, eligible refunds will be processed within 30 days. Additionally, refunds will be provided for any unused HKA add-on service purchases.
    15. 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.
    16. 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.
    17. 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.
    18. 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.
    19. 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.
    20. 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.
    21. For any inquiries, please email us at refund@hkairlines.com.

  • Special Rebooking and Refund Handling Guideline
    (Serious illness & death case)

    Please find below Special Rebooking and Refund Handling Guideline due to sickness & death of passenger. 

      

    A) Eligibility of Rebooking Application

    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;

    Accompained passengers who hold confirmed seats under the same booking；

    Unable to travel on HX original booked flight due  to serious illness 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.

     

    B) Eligibility of Refund Application

    Applicant can apply for special refund under the following circumstances:

    Unable to travel on HX original booked flight due to death of passenger.

    Accompanied passengers who hold confirmed seats under the same booking or the same
    travel pattern.

    Unable to travel on HX original booked flight due  to death within 30 days (before original departure date) of parent*, child*, sibling* or spouse 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.

     

    C) Document Requirement

    1. Rebooking

    Required documents(issued by a licensed medical practitioner (must be above country level for Chinese passenger) 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 , 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.Refund

    Applicants 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.

    3.Application of parent*, child*, sibling* or spouse of passenger

    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. Special handling can be processed after being approved and signed by HX office responsible person.

    *The Company considers the following individuals as parent, child and sibling of the passenger:

    Parent: Biological parents, step parents, parents-in-law.

    Child: Biological child, step child, adopted child.

    Sibling: Biological brothers and sisters, step brothers and sisters.

    Documents submitted to Finance Department shall be the original unless stated otherwise. For example, if the original document is required for insurance claim or reimbursement, passenger may hand in the true copy  

     

    D) Rebooking and Refund Details

    1. Rebooking

    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.

    2. Refund

    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).

    3. The rebooking and refund procedure must be processed in HX office.

  • 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:-

    1. Any flight rescheduled by Hong Kong Airlines for more than 60 minutes from the scheduled departure time;
    2. Any flight cancellation by Hong Kong Airlines;
    3. Any interline flight with Hong Kong Airlines’ connection flight which has been rescheduled or cancelled; or
    4. Any misconnection due to any operated flight has been rescheduled.

     

    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:-

    1. The rebooking or reissuance request must be made within 10 days from the date of the scheduled departure date.
    2. The new travel date must be within 2 days before or 7 days after  the original scheduled departure date or the new flight must be the first available flight. The new  travel date must follow the rules of the original ticket(i.e. blackout dates* applies*  if any).
    3. Rebook can only apply once.
    4. No show passenger is not applicable for this waiver (Cancel booking before the original flight departure time or it will be considered as no show and all applicable fees will be collected).

    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

     

    1. In the event the passenger choosing to cancel the flight, the cancellation request must be made  before the scheduled departure time.
    2. No show passenger is not applicable for this waiver (Cancel booking before the original flight departure time or it will be considered as no show and all applicable fees will be collected).
    3. Refund application must be made within 60 days from the date of the scheduled departure flight via Hong Kong Airlines’ Online Refund System  or ticket issuing office. Failure to submit the application within the said time frame, the refund charges will be applied according to the corresponding fare rule.
    4. Hong Kong Airlines shall proceed to refund the whole ticket fare and applicable government and airport taxes/fees/charges, Passenger Fuel Surcharge and carrier surcharges (except those collected by government or airport during check-in) (“Additional Charges”) without deduction of the cancellation/refund charges in the event that the whole ticket has not been used.
    5. Hong Kong Airlines shall proceed to refund the ticket fare and Additional Charges of the unused sector without deduction of the cancellation/refund charges in the event that the ticket has partially used.

    6. According to the regulations of the Civil Aviation Authority of Thailand, the processing times for refunds for itineraries departing from Thailand are as follows:

      Cash payments: within 14 days
      Credit card payments: within 45 days
      Travel vouchers: within 7 days
      Tickets purchased through a travel agency: up to 60 days

     

    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:-

    1. Hong Kong Airlines’ operated flight connecting to Hong Kong Airlines’ operated flight;
    2. Hong Kong Airlines’ operated flight connecting to Hong Kong Airlines’ codeshare flight; or
    3. Hong Kong Airlines’ operated flight connecting to interline flight.

     

    Criteria for rebook, reissue or refund under the above circumstances

    1. The connection flight must be under same 851 Ticket; otherwise rebook, reissue or refund are not available.
    2. The connection time must meet with the minimum connecting time requirements.