Hong Kong Airlines’ cancellation policy varies by ticket type, fare rules, and booking channel. Below is a concise overview based on the latest available information:
24-Hour Cancellation Policy:
- For tickets purchased directly through Hong Kong Airlines’ official website (www.hongkongairlines.com), mobile website (m.hongkongairlines.com), mobile app, or authorized channels (e.g., Qunar, Ctrip, Skyscanner), you can cancel within 24 hours of booking for a full refund without penalty if the flight is booked 7+ days before departure. This applies to tickets with a prefix “851” (electronic tickets) and includes U.S. routes, as required by U.S. DOT regulations.
- Refunds exclude add-on services (e.g., extra-legroom seats).
- Tickets booked through third-party agents (not authorized channels) or within 3 days of departure may not qualify for this refund.
- Taiwan’s 7-day cancellation right under the Consumer Protection Act does not apply to international airline services.
Involuntary Cancellations (Hong Kong Airlines-initiated):
- If Hong Kong Airlines cancels or reschedules a flight by more than 60 minutes, or if a connecting flight (including codeshares) is affected, you’re eligible for:
- A full refund of the ticket fare and unused taxes/fees (e.g., Passenger Fuel Surcharge) without cancellation charges.
- Rebooking on the next available flight or within 2 days before/7 days after the original date, subject to original fare rules (e.g., blackout dates). Rebooking is free if requested within 10 days of the original departure date.
- Refunds must be requested within 60 days of the scheduled departure via the online refund system or ticket issuing office.
- For EU departures, if the cancellation is notified less than 14 days before departure and not due to extraordinary circumstances (e.g., weather), you may claim €250–€600 under EU Regulation EC 261/2004.
- If a flight is delayed 2+ hours or canceled less than 14 days before departure, you may be eligible for compensation, though specifics depend on the route and fare rules.
- Passengers are notified of cancellations/delays via SMS in 15+ countries (e.g., Hong Kong, Mainland China, Japan, Canada).
Voluntary Cancellations (Passenger-initiated):
- Refundable Fares: Can be canceled before departure for a full refund, minus applicable cancellation/no-show fees, depending on fare rules.
- Non-Refundable Fares (e.g., Basic, Main Economy, some Business Class):
- After the 24-hour window, only unused government-imposed taxes (e.g., Hong Kong Airport Passenger Security Charge) may be refunded, subject to cancellation fees.
- Cancellation fees vary by fare class, route, and timing, and may exceed the ticket’s unused value, resulting in no refund. Passengers may owe additional fees if fees surpass the refundable amount.
- Flexi Refund Option (available for Basic/Main Economy and Business Class tickets, not FlexiPlus or certain promotions):
- If purchased at booking via the official website, allows a full ticket refund (excluding Flexi Refund fee, processing fees, and add-ons) if canceled 30–80 days before departure, depending on the route (e.g., 81 days for long-haul like Los Angeles). After this deadline, standard fare rules apply.
- For U.S. routes, the Flexi Refund fee is refundable within the 24-hour cancellation window; otherwise, it’s non-refundable.
Award Tickets: Points are not returned for passenger-initiated cancellations; only unused taxes may be refunded.
Special Circumstances:
- For cancellations due to serious illness or death of the passenger or immediate family, refunds may be granted with documentation (e.g., medical certificate, death certificate). Submit via the refund form or email [email protected].
- Natural disasters (e.g., hurricanes, earthquakes) or delays over 3 hours may entitle you to a full refund, subject to airline verification.
No-show without prior cancellation incurs fees and may forfeit the ticket value.
How to Cancel:
- Phone: Contact the local call center +1-877-240-6770. Customer service fees may apply for hotline requests.
- Third-Party Bookings: Contact the travel agent or platform directly, as Hong Kong Airlines’ refund policy may not apply.
- Refunds are processed to the original payment method:
- Credit card: Within 7 business days (Mainland China routes) or 6–8 weeks globally.
- Cash/check: Within 20 business days.
- Thailand routes: Cash (14 days), credit card (45 days), vouchers (7 days), agency bookings (up to 60 days).
- For unaccompanied minors (ages 6–12), if the accompanying adult cancels, additional fees may apply for the UM service.
Additional Notes:
- Tickets with prefix “851” are eligible for online refunds; others require agency or ticket office processing.
- Customer service fees (effective January 2021) apply for changes/cancellations via hotlines, airport counters, or sales offices, charged per ticket/passenger/transaction.
- Hong Kong Airlines’ financial struggles (e.g., 2019 route cuts like Vancouver) have led to cancellations, with refunds often processed through agents like Expedia, causing delays.
- cancellations, with refunds often processed through agents like Expedia, causing delays.
Always check fare rules at booking, as they override general policies. Retain booking references and documents for refund claims.
