✅ Verified Review
| Siem Reap to Incheon via Hong Kong. HK Express did not handle a bad situation well, it was major delays due to a typhoon. I was flying from Siem Reap to Incheon, with a 5 hour layover in Hong Kong. Unfortunately, there was a typhoon in Hong Kong. Everything was delayed, not the the airlines fault. However, their handling of the situation was the worst I could imagine. Passengers were sent an email at 4am to let them know there would be a delay and the flight would leave at 3:40pm, however I did not know until after arriving at the airport. HK Express representatives were not at the airport in the morning and the airport did not know of the delay. We were checked in by other staff. Representatives arrived to the airport and arrived to our gate around noon. They handed out meal vouchers, but didn't discuss the flight with passengers. When I asked to rebook my flight from Hong Kong to Korea, they told me that it was probably already done. The meal the company gave for those of us waiting was incomplete. And with further delays, the flight did not leave until 8:50pm. In Hong Kong I was met by staff off the plane and taken to a place where I could rebook my flight. This was with the help of cabin service staff, who were the redeeming quality of the trip despite having no ability to solve any of the problems. The booking had not been made. I was told that if I wanted a flight before 5:15pm the next day (it was about midnight), I would have to call the company. While waiting on the phone, I was pushed to accept the night flight. Finally, I did so after no one answered the phone. Before booking, the airline staff member left me in the airport. He said two women at the counter would come get me after everything was complete. After three hours I went to the counter as they had not talked to me. They informed me that, although the booking was not complete it was better for me to leave the airport and come back later. I refused without flight confirmation and they called the airline. Apparently the booking had been completed and they were simply unaware. There was no compensation for hotels or meals. The 5:15 flight was delayed until after 8:00pm. These were rolling delays which were continually pushed back. The staff in both Hong Kong and Siem Reap were rude and refused to answer questions. I was repeatedly told to wait and no answer came until I demanded one. Understandably, the airline can do nothing about the major holdups at the airport due to the typhoon, however their policies to deal with these emergencies was poor.