ARTICLE 3

TICKETS

3.5   CONTACT US

If you need to contact us before purchasing our Ticket and/or before boarding, please contact:-

Hong Kong SAR                                            +852-3916-3666

Mainland China (Local service only)            950715

Email: call.center@hkairlines.com

ARTICLE 5

RESERVATIONS

5.8    OVERBOOKING OF FLIGHTS

When there is an over-rated seat, we will first start the process of seeking volunteers, looking for passengers who voluntarily give up their itinerary. If we cannot find enough volunteers through the volunteer seeking process, we will determine the passengers who are allowed to board the aircraft in the following order:

(1) Special passengers such as the elderly, children, sick, disabled and pregnant;

(2) Passengers with subsequent connecting flights;

(3) Passengers whose boarding order is first.

For passengers who are forced to not take the flight due to overbooking, we will,

(1) According to the passenger's request, handle ticket change or refund;

(2) According to the passenger's request, issue a certificate of voluntary abandonment of the itinerary or denied boarding due to overbooking;

(3) Compensation shall be made in accordance with applicable laws and compensation policies.

For our overbooking handling, please refer to LINK for more details.

ARTICLE 8
BAGGAGE

8.5   BAGGAGE ALLOWANCE

8.5.1

Baggage Weight Criteria- All destinations/ origins except Northern Mariana Island/ North America/Australia

(For tickets issued on or after 30 April 2025 with scheduled flight on or after 7 May 2025)

(For tickets issued before 30 April 2025, OR for flight scheduled before 7 May 2025)

#1 The maximum weight of any single piece of checked baggage should not be over 32kg (70lb) and the total dimensions of any single piece of checked baggage should not be over 158cm / 62in (sum of its Length + Width + Height). For other fare type not mentioned on above table, please refer the specific baggage allowance display in the ticket coupon under “the baggage allowance data element”.  
          

#2 The maximum weight of any single piece of checked baggage should not be over 32kg (70lb) and the total dimensions of any single piece of checked baggage should not be over 115cm / 45in (sum of its Length + Width + Height). For other fare type not mentioned on above table, please refer the specific baggage allowance display in the ticket coupon under “the baggage allowance data element”.  
       

We currently do not provide the service for declaration of baggage value. We will not handle the relevant request for declaration of baggage value for Passenger.      
         

For the requirements of special baggage, please refer to LINK for more details.

8.5.2

Baggage Piece Criteria- Travel from/ to Northern Mariana Island/ North America/Australia

 #3 The maximum weight of any single piece of checked baggage should not be over 32kg (70lb) and the total dimensions of any single piece of checked baggage should not be over 158cm / 62in (sum of its Length + Width + Height). For other fare type not mentioned on above table, please refer the specific baggage allowance display in the ticket coupon under “the baggage allowance data element”.

             
#4 The maximum weight of any single piece of checked baggage should not be over 32kg (70lb) and the total dimensions of any single piece of checked baggage should not be over 115cm / 45in (sum of its Length + Width + Height). For other fare type not mentioned on above table, please refer the specific baggage allowance display in the ticket coupon under “the baggage allowance data element”.  

8.5.3

Subject to these conditions, the Carrier’ s Regulations and Baggage allowance for certain flights which may have lower maximum permitted weight and size. The maximum permitted weight for a single item of Checked Baggage is 32kg / 70lb and the maximum size is 80 inches/203 cm (width + depth + height). We shall have no liability to you whatsoever for any loss, Damage or delay arising as a result of your failure to comply with the above weight limit and the need to repack or split overweight Baggage.

8.6   EXCESS BAGGAGE

The Cities (Airports) in Each Zone

8.6.1     USD 200 will be collected for oversized baggage [size between 62in/158cm and 80in/203cm (width + depth + height)].

8.6.2     Overweight Baggage Charges will be applied for extra weight, but the total piece(s) are within Standard Checked Baggage Allowance
       

^Weighted between 50lb (23kg) and 70lb (32kg)

8.6.3    
For baggage with excessive weight and size, charges will be accumulated by summing up the charges 8.6.1 and 8.6.2

8.6.4     Extra Piece Charges will be applied for extra pieces of baggage.

^Weighted between 50lb (23kg) and 70lb (32kg)        

8.6.5     The surcharge may be an equivalent amount in local currency calculated by IATA IROE (follow the corresponding rounding unit requirement).

8.6.6      For booking excess baggage arrangement, please refer to the LINK for more details.

8.9   ANIMALS

8.9.1         Hong Kong Airlines do not accept following dogs/cats for travel on our flight as checked baggage:-

In addition, the following dogs/cats are not allowed:-

8.9.1.1     Puppies or kittens under 10 weeks old

8.9.1.2     Mothers more than 6 weeks pregnant or with suckling young

8.9.1.3     Sedated that they cannot stand up

8.9.1.4     Breeds of fighting, brachycephalic (snub-nosed, short snout or flat face) cat and dog due to legal regulations and possible health risks

ARTICLE 9
SCHEDULES, DELAYS AND CANCELLATION OF FLIGHTS

9.3.1        After the passenger purchases the Ticket, if the passenger requests to change the cabin class, we will process it when the flight has available seats and time permit

9.3.2         After the passenger purchases the Ticket, if the flight and date are required to be changed, we will apply the Ticket according to the applicable conditions of the Ticket, including the fare regulations, and deal with it when the flight has available seats and time permits, and the passenger shall bear the difference of the Ticket and other related expenses.

9.3.3         The agent of the Carrier shall not go through the ticket endorsement procedures for passengers without the authorization of the Carrier.

ARTICLE 15
LIABILITY FOR DAMAGE

Customers’ comments or complaints

15.23        If you need to make any comment or complaint about your journey, please contact the Customer Experience Department at crd@hkairlines.com. (Please provide your full English name, ticket number (beginning with 851), flight number and date in the email in order to process your enquiry.)