Hong Kong Airlines

✅ Trip Verified | I booked a trip with Hong Kong Airlines in March 2019 for travel in December 2019. I booked it this far in advance so that I get decent prices on the flights. My flights were confirmed by Hong Kong Airlines and I booked the hotels at my destination. One month after I booked the trip, Hong Kong Airlines contacted me to let me know that the airline had cancelled our departure flight and that they were bumping us out by one day. Then 3 months prior to departure, Hong Kong Airlines contacted me again to let me know that the airline had now cancelled our return flight and they would be bumping us out by one day for our return flight. I contacted my travel agent to let them know that this was not acceptable as it would cost me more money again to book a hotel for the extra day. After spending hours and days on this, nobody at my travel agency or Hong Kong Airlines was able to assist me. At the end, they offered me a refund. I let them know that the reason I had booked my flights 9 months in advance is because I wanted to ensure that I get decent prices on my flights. Giving me a refund 3 months prior to departure is not going to help me find similar flights on the dates that I needed them on.

Not Verified | Los Angeles to Bangkok via Hong Kong. I purchased a ticked from an online travel agency, and none of the seat selections was respected, even though the receipt showed them as confirmed. For online check-in instead of using the name and locator number, they require the ticket number, which was not on the agency confirmation. The lounge in LAX was mediocre. On the LAX to Hong Kong leg, the hard product (cabin/seat) at first glance looked quite comfortable enough. The soft product was of vastly inferior quality. The seat was dirty, crumbs on the seat, and stains on the armrest. The service was uncoordinated and slow. The bread came after the main course. The drinks were poured once, and any further request for either a refill or more water was only brought after a long wait or a reminder. The wifi was unusable. One could see the network, but there was never a connection. Getting seats assigned on the return portion was impossible at airport checkin on the outbound, and could only be done 24 hours prior to the last segment departure (not 24 hours before the first segment departure, as is standard). A call to their customer service line resulted in "I cannot open the seat map." There is a lot of competition on these routes, and, I'm sorry to say, for the price, this is the worst option.

✅ Trip Verified | My son and I were flying from Vancouver to Hong Kong with Hong Kong Airlines. Everything was going extremely well, until my son's stomach started to hurt and started throwing up. The Cabin Crew were extremely nice and they allowed my son to lie down in business class. One of the Cabin Crew was really nice to my son. They asked if he wanted hot water every hour and also gave him some medicine to reduce pain in his stomach. Overall, I think the Cabin Crew were exceptional and they also arranged him a wheelchair.

✅ Trip Verified | My flight was Sapporo to Bangkok but I had to transfer on Hong Kong about 24 hrs. For first 24hrs I accept to wait because that was the ticket I bought but the airplane was delayed after that. I asked them as I want to get a shower but they say no and give me a voucher for food. The flight still delayed so they gave me a second voucher food which mean nothing to me. I’m disappointed didn’t fix the problem properly to me.

✅ Trip Verified | Okinawa to Hong Kong. Very bad service, I reserved aisle seat, but they changed my seat without notifying me. After just boarding the flight, they have not turned on the AC and the cabin is really hot.

✅ Trip Verified | Beijing to Hong Kong. Ticket quite cheap (comparing to an average of HK$2500, this was only HK$1000). New aircraft. Check in at PEK is fast, but boarding is a little messy. Cabin crew and service is good (they may also accept flight logs). Meal was nasty as usual since air cater was done in PEK.

✅ Trip Verified | Bangkok to Los Angeles via Hong Kong. Efficient cabin crew serviced passengers quickly and met all basic expectations. They might not seem friendly, but they were not rude. I assumed their focus were on speed and getting the job done. Good in-flight entertainment - lots of selections catering to local and international passengers. Plenty of snacks and drinks during flight, self-service style. Hot food were ok.

✅ Trip Verified | HX offers very attractive price for business class for destinations such as Okinawa, Bangkok and Denpasar etc. An older ex SIA aircraft was used, the seat was 2x2x2 angle lie flat. For medium to short haul, that's perfectly fine. What impressed me the most are the wonderful set of crew on board, they are enthusiastic, charming and very efficient. For a flight of nearly just 2 hours, they managed to do a full service (welcome drink, hot towel, meal in 2 separate courses). Compared to my recent experience with Thai, who just stacked everything onto one try for a sector slightly longer than from HKG to Okinawa. HX has a good and extensive duty free catalogue. Boarding was very orderly, and parked at aero bridge. Despite the bad rep and recent financial troubles and rumours for shutting down, things seems pretty ok. They have every reason to stay on the market, and I wish them well, I will continue to chose them for Bangkok, Okinawa and Denpasar.

✅ Trip Verified | I was returning with my 92 years old dad from Shanghai to Hong Kong, because my dad has difficulty walking long distance, so I called two days ahead for wheelchair service. Upon check in the agent has no record of the service, but said will arrange a wheelchair in 30 mins. When it’s time I went back to the agent and had to wait for another 25 mins before a wheelchair was brought out. After being pushed to the gate, we were told another agent will be back and push my dad onto the plane. Upon boarding we waited but no one showed up. There was another lady on wheelchair and agent told her she needed to be the last one to board the plane. After most people boarded still no one came by, so I asked an agent and she immediately asked a female agent to push my dad in. After arrival to Hong Kong, We were told a wheelchair will be brought to door after everyone departs. Then 10 mins after everyone departed the plane, they told us a wheelchair is here and who wanted to go first (two passengers needed wheelchair). Since my dad was standing he was pushed thru the ramp to terminal right outside the gate. Then they asked my dad to sit on a bench while they went back to push the other lady out. Afterwards they said will check for another wheelchair for my dad while they pushed the lady out to customs. We waited for 40 mins without sign of any wheelchair. An agent was accompanying us and he kept checking. Finally my dad was upset and decided to slowly walked out himself while holding my arm. The agent said wheelchair was handled by another company and they were lack of resources! The flight service was decent but be warned if you have a need for wheelchair service!

✅ Trip Verified | Hong Kong to Vancouver. My flight connection was rescheduled last minute from a 2 hour layover into a 12 hour layover and they would not let me use the lounge while I waited. Now I’m stuck without a place to relax. I feel it would be easy for them to accommodate me for their own scheduling mistake, but they do not. Furthermore it seems the lounge staff and help desk do not even have the authority to accommodate me if they wanted to. Won’t fly with them again.