✅ Trip Verified
| Hong Kong to Kansai. When my payment appeared not to have gone through and I received no acknowledgement of my booking, I asked HKE if I should rebook. They told me I should but, after booking again (at a higher cost) I discovered they had already taken the money for the first flight. They accepted that they had failed to confirm the first flight and agreed to refund the money but it took a great many emails and involved a huge amount of time. I even had to battle with them over the insurance I had taken; even though I paid them for it, they tried to claim they couldn't refund it because it was paid on to another company. They also seemed to think it reasonable to refund less than was taken because the exchange rate was different. Any reputable airline would have refunded the higher amount I paid for the second tickets and sent a proper apology for all the anxiety caused and time wasted. There is no complaints procedure. If you ask them via "chat" how to complain, they send you the email address of Customer Services about whom I wished to make the complaint. The general impression I got was that they will try as hard as they can to not refund you and will only do so if you are extremely tenacious and decide that it is worth spending the time pursuing them for the principle of the matter. Nothing on earth would induce me to use HKE again. It may be fine when everything goes according to plan but, if something goes wrong and you need to seek redress, prepare yourself for a very, very long ride.