Hong Kong Airlines Reviews | Opinions of Hong Kong Airlines shared by travelers



Hong Kong Airlines

Hong Kong Airlines logo
IATA code:HX
ICAO code:CRK
Overall Satisfaction:
1 out of 5
0% of people who wrote a review recommend flying with Hong Kong Airlines.
0% of people who wrote a review think Hong Kong Airlines offers a good value for money.
100% of people who wrote a review think Hong Kong Airlines offers a very poor customer service.
Classes of service
Economy
80%
Business
20%
First
0%
Customer Service
Excellent
0%
Good
0%
Satisfactory
0%
Poor
0%
Very Poor
100%
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How is Hong Kong Airlines ranked...?
#1
63.9 total score
13 reviews
54% Recommended
62% Value for Money
3.5/5 Customer Service
#2
13.3 total score
5 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#1
63.9 total score
13 reviews
54% Recommended
62% Value for Money
3.5/5 Customer Service
#2
63.7 total score
13 reviews
54% Recommended
69% Value for Money
3.2/5 Customer Service
#3
56.9 total score
23 reviews
48% Recommended
48% Value for Money
3/5 Customer Service
#4
52 total score
10 reviews
40% Recommended
60% Value for Money
2.7/5 Customer Service
#5
49.5 total score
26 reviews
42% Recommended
46% Value for Money
2.6/5 Customer Service
#6
48.2 total score
8 reviews
38% Recommended
50% Value for Money
2.6/5 Customer Service
#7
44.2 total score
12 reviews
33% Recommended
50% Value for Money
2.2/5 Customer Service
#8
100 total score
3 reviews
100% Recommended
100% Value for Money
5/5 Customer Service
#9
100 total score
1 review
100% Recommended
100% Value for Money
5/5 Customer Service
#10
86.7 total score
2 reviews
100% Recommended
100% Value for Money
4/5 Customer Service
#11
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#12
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#13
86.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#14
78.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#15
78.7 total score
1 review
100% Recommended
100% Value for Money
4/5 Customer Service
#16
73.3 total score
1 review
100% Recommended
100% Value for Money
3/5 Customer Service
#17
73.3 total score
1 review
100% Recommended
100% Value for Money
3/5 Customer Service
#18
71.1 total score
3 reviews
67% Recommended
67% Value for Money
3.7/5 Customer Service
#19
69.6 total score
5 reviews
60% Recommended
80% Value for Money
3.4/5 Customer Service
#20
68.4 total score
3 reviews
67% Recommended
67% Value for Money
3.7/5 Customer Service
#21
68.3 total score
4 reviews
75% Recommended
75% Value for Money
3.3/5 Customer Service
#22
59 total score
4 reviews
75% Recommended
75% Value for Money
2.3/5 Customer Service
#23
54.7 total score
3 reviews
33% Recommended
33% Value for Money
3.7/5 Customer Service
#24
47.3 total score
2 reviews
50% Recommended
50% Value for Money
2/5 Customer Service
#25
40.4 total score
3 reviews
33% Recommended
33% Value for Money
2/5 Customer Service
#26
40 total score
1 review
0% Recommended
0% Value for Money
3/5 Customer Service
#27
37 total score
4 reviews
25% Recommended
25% Value for Money
2/5 Customer Service
#28
36.9 total score
3 reviews
33% Recommended
33% Value for Money
2.3/5 Customer Service
#29
36.3 total score
4 reviews
25% Recommended
25% Value for Money
2.3/5 Customer Service
#30
34 total score
2 reviews
50% Recommended
0% Value for Money
1.5/5 Customer Service
#31
29.3 total score
1 review
0% Recommended
0% Value for Money
4/5 Customer Service
#32
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#33
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#34
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#35
26.7 total score
1 review
0% Recommended
100% Value for Money
1/5 Customer Service
#36
26.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#37
22.7 total score
2 reviews
0% Recommended
50% Value for Money
1.5/5 Customer Service
#38
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#39
18.7 total score
1 review
0% Recommended
0% Value for Money
2/5 Customer Service
#40
18 total score
4 reviews
0% Recommended
25% Value for Money
1.3/5 Customer Service
#41
15.1 total score
3 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#42
14.7 total score
4 reviews
0% Recommended
0% Value for Money
1.3/5 Customer Service
#43
13.3 total score
5 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#44
13.3 total score
5 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#45
13.3 total score
4 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#46
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#47
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#48
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#49
13.3 total score
2 reviews
0% Recommended
0% Value for Money
1/5 Customer Service
#50
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#51
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#52
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#53
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#54
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#55
13.3 total score
1 review
0% Recommended
0% Value for Money
1/5 Customer Service
#56
38.9 total score
7 reviews
29% Recommended
29% Value for Money
2.3/5 Customer Service
#57
34.7 total score
15 reviews
27% Recommended
33% Value for Money
1.9/5 Customer Service
#58
31.8 total score
12 reviews
17% Recommended
25% Value for Money
2.1/5 Customer Service
#59
30.4 total score
134 reviews
19% Recommended
29% Value for Money
1.6/5 Customer Service
#60
27.8 total score
7 reviews
0% Recommended
29% Value for Money
2.1/5 Customer Service
#61
25.5 total score
14 reviews
14% Recommended
36% Value for Money
1.4/5 Customer Service
#62
25 total score
7 reviews
14% Recommended
29% Value for Money
1.3/5 Customer Service
#63
24.9 total score
16 reviews
6% Recommended
38% Value for Money
1.6/5 Customer Service
#64
21 total score
11 reviews
9% Recommended
9% Value for Money
1.5/5 Customer Service
#65
14.3 total score
23 reviews
0% Recommended
0% Value for Money
1.2/5 Customer Service

Hong Kong Airlines Reviews

"Worst Airlines I Have Ever Used!"

Review

This airline allows a total of 22 kg of baggage including carry on bags. My bags were 10 kg over the limit and they charged me $90.00 US for the flight from HKG to TPE. The counter personnel were rude, uncaring, and typical of most of the Mainland Chinese I have ever encountered. I would rather fly with some airline from Afghanistan and suffer the pigs, chickens, and goats that would be riding with me than to ever use Hong Kong Airlines.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"HK AIRLINES - LONG DELAYS & RUDE STAFF"

Review

DO NOT FLY THIS AIRLINE - Flight delays cost time & dollars (and Hong Kong Airline's staff attitude is very poor & very rude)!

HKG -> BKK (HX775 6/9/2013) -
3+ Hours delay on flight departure / arrival (due to 3am arrival in BKK).
RESULT: We paid ourselves for a taxi to final destination, as the free BKK Airport shuttle bus had finished operation for the night (no public transport options exist at 3am at BKK airport & no staff help from Hong Kong Airlines were their to assist)

BKK -> HKG (HX766 9/7/2012)
3+ hours delay on departure / arrival
Flight original scheduled ETD 8.25pm
RESULT: Lied to and no transportation to final destination offered (arrived home at 5am via self paid taxi)... we were also told that 80 passengers on our flight who had missed onward flight connections to China, were not being taken care of by the airline either (needless to say, all BKK / HKG flights were effected and one can be sure no one on those flights was assisted nor compensated for this problem by Hong Kong Airlines)!

At check-in we were lied to and advised ETD would be delayed to 9.45pm (in fact this was impossible, given that the plane we were to be using ex BKK, had not yet departed HKG!)... so why the lie by HK Airlines staff? ... sadly it was so the airline could save on / avoid offering a food coupon for stranded passengers (at 11.30pm after entering the departure gate, we were given an unattractive snack box which I returned to them... unfortunately the gate was not posted until after 10pm and not staffed until 11pm).
Final departure was after mid-night BKK time (which resulted in a 3.38am arrival in HKG).
At BKK we requested HK Airlines ground staff to assist us with providing a taxi to HK Island and were told their staff Adam Peng could assist us on arrival (unfortunately there was no Adam Peng present upon arrival and their ground staff manager Leo, rudely told us he had the authority to decide if he could assist us - he smugly & rudely advised us that he had decided not to help us with taxi transportation to our destination).
NB: Public transport options do not operate at this time of the morning in HKG.
Hong Kong Airlines did suggest a shuttle bus they wanted to put on for stranded passengers, but a slow option deparing the airport at 4am in the morning which doesn't take you anywhere near your final destination, is not a viable solution when one wants to get some sleep before a days work!

PS: "Hong Kong Airlines" and "Hong Kong Express Airlines" are sister companies, both 45% owned and operated by "Hainan Airlines" (don't let the airline names confuse you, these two airlines are in fact Hainan Airlines poor service, ruining the good name of Hong Kong!)

We will never fly Hong Kong Airlines nor Hong Kong Express Airlines ever again - any cost savings one dreams they will get using this airline, will be offset by extra transport costs upon arrival (review flight stats - this is not a one off incident for them, but a regular scheduled route problem for this airline on most of their routes!).

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Hong Kong Airlines should be renamed Holiday Wrecker Airlines"

Review

I have unfortunately discovered the hard way that they are the TIGER Airlines equivalent of Hong Kong. Please note: this is not a compliment - TIGER have a reputation in Australia for being unreliable, unsafe, lacking in integrity and not caring at all about their customers.

In this great nation where all modes of mass transport are synonymous with efficiency and reliability, it is a fallacy that they are able to use ‘Hong Kong’ in their branding as it implies that their service will also be dependable.

It amazes me that an airline can be aware of a ‘technical problem’ that requires the cancellation of a plane in 5 days time, but are unable to muster appropriate resources to resolve the problem in that time frame. I’m sure that if their flights to/from Harbin had been fully booked on Monday 25th they would have found a way to get this ‘problem’ fixed. While I fully support airlines cancelling planes for genuine safety reasons, I find their concern for profit over passengers coupled with their lack of care and urgency to offer suitable alternative arrangements for our return flight to be callous and negligent. My experience with many other airlines when they experience technical problems is that they work diligently until they are able to re-book passengers onto suitable alternate flights, even if that means booking with another airline.

In addition, my experience in dealing with HK Airlines customer service team has been extremely dissatisfying and has not reassured me that the company possesses even a modicum of integrity. Let me outline my customer ‘service’ experience and hopefully you will understand why I will NEVER attempt to fly HK Airlines again:

I received a voice mail message at 2.07pm on Wednesday 20 February advising me that my return flight from Harbin on 25 February was cancelled due to technical problems and that I had been rebooked on a flight on 27 February instead. I was advised to contact the customer service centre but no contact phone number was provided.

At approximately 2.30pm, after I located the phone number, I called the call centre and was advised that they had been trying to get contact me since the previous day. Please do not insult my intelligence by lying to me – I had no missed calls on my phone for the previous 48 hours, no VMM, no SMS, no email – there was clearly no previous attempt to contact me.

The staff advised me again that my return flight had been cancelled but that I had been booked onto a return flight 2 days later. HK airlines has made a number of MASSIVE assumptions:
• That I had no other commitments and could stay away for an additional two days
• That I was able to find an additional two nights accommodation
• That I would be happy to pay for an additional two nights accommodation

When I explained that this option was not acceptable to me, the operator was not able to assist me but had to refer me to the corporate office. I stressed that I needed to resolve this matter today (20 February) as I was not going to board the plane on 22 February not knowing IF I would be able return to HK as planned.

My colleague also called HK Airlines and again advised the staff that I needed to receive a phone call to resolve this matter by 9pm at the latest on Wednesday 20 February.

At 5.31pm, I missed a call from a number that I now believe to be their corporate office. No message was left. I tried to call the number back at 5.35pm but it is not a valid number.

At 5.43pm I again called the customer service centre and advised them that I was waiting on a phone call and confirmed with them that the missed call was probably from the corporate office. I asked to be transferred through to the corporate office and was told that they could not do this. I asked them to ask the person in the corporate office to call me back again as I was now available and they also said that they could not do this but I would have to wait for them to call me.

I received no further communication from HK Airlines on 20 February. As my travelling companion was flying from Australia to HK on 21 February so that we could travel on to Harbin, we had to make a decision by 9pm on 20 February if we were to cancel our trip so that she could cancel her flight from Australia without incurring additional costs. As we had not received any communication regarding our options as to how we could return to HK on our scheduled date (25 February), we made the difficult decision to cancel the entire holiday.

I called the customer service centre again the following morning (21 February) at 10.30am after waiting what I assumed to be a reasonable amount of time for the corporate office to call me. After waiting on hold for over 15 minutes, I advised the employee that I wanted to cancel the flights and receive a full refund on our flights. He was not able to guarantee me a full refund and said that he needed to refer the matter to the corporate office. He could not tell me when I could expect a call from the corporate office, just that he would send an email to ask someone to call me.

I then called the corporate office number and the phone rang out in 5 occasions. I tried to call the phone number for the Customer Relations Department as posted on their Facebook page and again the phone rang out on more 20 occasions. If this is the standard for “Customer Relations”, it concerns me what my flying experience would have been like if I had gone ahead with my holiday.

At 11.24am, I received an email from the call centre advising me that I needed to complete a form to apply for a refund. In these circumstances, I should not be expected to have to apply for a refund. There is an inherent inequity in this situation. If I had contacted the airline yesterday to advise that I needed to cancel my flight, they would have charged me a penalty to do so. It seems that they can cancel a flight but that I am also expected to bear the additional financial impact of their decision. If we had chosen to go ahead with our holiday our options were to either incur an additional two days of accommodation and fly home on the alternate flight with HK Airlines, or for us to book an alternate return flight with another carrier, again at significant additional cost to us. After choosing to cancel our holiday, it feels that I now have to beg to have my money rightfully returned.

I have made numerous calls to try to resolve the situation, but have only received 2 from the company – the initial call to advise of the cancellation and one feeble attempt by someone in the corporate office to speak with me yesterday. At what point prior to my scheduled departure do you think it would be reasonable for the Customer Relations team to contact me about this matter??

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Dont' fly with HK Airlines! They leave you stranded"

Review

Absolutely Terrible - NEVER FLY WITH THEM! After the airline leaving PVG and arriving in HKG late I missed my connecting flight. they put me up in a disgusting hotel which I checked out of 5 minuted later. They could only organise standby 1 day later for a replacement connecting flight. There were no seats and I ended up booking and PAYING for my own as they expected me to wait another 2 or 3 days. This plane, food and experience was BAD. We also sat on the ground at PVG for so long they had to take on more fuel and opened the gates. They could have put me on another flight then which would have got me to my destination.

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Economy Class
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"Business Class with Economic Service! Beware your Tiffany Ring! "

Review

this is a new flight line between Taipei and Hongkong. It in promotion period, its service should be better than usual. I took business class but cold food without alcoholic beverages. They locked the toilet door during the whole time of flight with an excuse to wait for the seat belt light goes out. The seat belt light never turns off until the plane landed. Many passengers knocked the toilet door to request attendants to open the door but be ferocious refused. I wrapped my Tiffany rings in a napkin and then mysterious disappeared from the table! They look through the rubbish bin to get back my rings! I could not imagine that those who fly economy class passengers will be how to deal with...

Conclusion
Value for Money:No
Customer Service:Very Poor
Cabin:Business Class
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