HK Express Special Assistance

HK Express is a game-changer in the field of low-cost travel, as it makes travel accessible to all people. Their philosophy is that a great deal should not simply mean less quality in care, and that is the main reason that their specially tailored HK Express Special Assistance team is there to take care of passengers with different requirements.

Suppose you have limited mobility; they provide you with maximum assistance and comfort. Moreover, if you face difficulties with your sight or hearing, require medical support, or want some extra support during your trip, the crew will be there to guarantee an easy and cozy ride.

For a smooth trip, it is essential to understand the services in detail, which are presented below.

Overview of HK Express Special Assistance Services

HK Express prioritizes passenger comfort and safety, which is why the airline believes in transforming traveling into a memorable experience. A dedicated team is always on hand to support and guide passengers. For any further assistance, contact them via WhatsApp at +852 3951 7229 (from 8:00 to 20:00, Monday to Sunday) or complete a form on the Service Request Form.

Which Passengers May Need A Safety Assistant As Per HK Express’ Special Assistance Service?

If the situation demands, HK Express can still take safety measures by having a passenger be accompanied by a Safety Assistant for the purpose of safety on the flight. A Safety Assistant will be required for the following individual:

• Persons with a mental disorder who do not comprehend and cannot react to safety instructions.
• People with minimal mobility who are physically incapable of helping themselves escape in case of an emergency.
• Individuals who are both severely deaf and blind and therefore unable to communicate with the cabin crew to get safety instructions.

A Safety Assistant should be at least 18 years old, in good physical and mental condition, and must preferably be seated adjacent to the passenger. 

How Will the Travel Assistant Help the Passenger?

A Travel Assistant is a good idea for passengers who are non-self-reliant and may require assistance with personal care, for which HK Express has not provided the necessary support, for example:

• Eating and drinking
• Using the lavatory
• Medical services in-flight (e.g., injections, IV fluids, or behavioral assistance)

Please note that cabin crew cannot provide personal care support.

Important Seating Guidelines For People with Travel Assistant On HK Express Flights

People who have a Safety or Travel Assistant cannot sit at the emergency exit rows or in seats that may cause them to obstruct access to exits, emergency equipment, or the work of the cabin crew.

HK Express’ Special Assistance for Infant Travelers

The primary concern for airlines is the maintenance and provision of safety for every customer, especially young children. Another significant aspect is to understand that they only accept babies that are not younger than 7 days. For safety reasons, the number of infants allowed on each flight is limited, so the airlines advise you to make your reservation as early as possible.

• Infant Definition and Supervision
  • An infant is classified as a traveller below 2 years of age for the whole duration of the journey. 
  • Only one adult (parent or guardian) and one infant are allowed for safety purposes (the adult has to be at least 18 years old and be the responsible person handling the infant).

• Baggage and Seating Essentials
  • Here are the baggage allowances and seating arrangements that HK Express has devised:
    • Free Checked Items
      • Infant strollers and car-shaped safety seats are allowed as free checked luggage, and their weight will not be calculated as part of your regular baggage allowance.

• Strollers Onboard
  • Strollers that are foldable can be taken on the plane with you as long as they comply with the conditions outlined in their regular Carry-On Baggage policy.

• Infant Safety
  • HK Express doesn’t provide bassinets on its flights. The airline will provide you with an infant seat belt. Your baby should remain on your lap and be tightly fastened during takeoff, landing, and at all times when the seatbelt sign is illuminated.

• Seating Limits
  • Because of the shortage of oxygen masks, a maximum of two babies per row and only one baby on each side of the aisle can be accommodated.

Car-Type Safety Seats for Infants and Children On HK Express Flights 

In case you want to secure a car-type safety seat for a baby or a child of 6 months to 3 years, the information below applies to you.

• The customer must provide their own car seat, and an additional seat must be bought for car seat installation.
• It is the customer’s responsibility to ensure that the Safety Seat for Car-Type is properly installed on the front passenger seat.
• Safety Seats for a Car-Type can only be put in a window seat.

Safety Seat Requirements

If you decide to bring your own chair, it should comply with these rigorous design and certification standards:

• Design

The car seat should be front-facing and have a clear outline. Its width should not be more than 16.5 inches. The child must be easily and quickly secured or removed.

• Harness

The harness for a single-release must be designed to secure the lap, torso, and shoulders, as well as have straps of at least 1 inch (25mm) minimum width.

• Certification

The seat should be certified to any one of the following global criteria: EASA ETSO-C100b, FAA TSO-C100 (or subsequent versions), ECE Regulation 44, US FMVSS 213, or Australia/New Zealand Standard (AS/NZS) 1754.

HK Express Special Assistance Services for Bringing Along Guide Dogs On Board

Before mentioning HK Express’ special assistance for guide and assistance dogs, it is essential to know which dogs are classified under this category. 

Definition of Guide Dog and Assistance Dog

• A dog that has been specifically trained to offer physical support to a visually impaired person or is microsighted is regarded as a guide dog. The training must be done by a facility that is a member of the International Guide Dog Federation (IGDF) network.
• Assistance dogs are those that are specially trained to help a disabled person and are officially recognized by an organization that is registered with Assistance Dog International or Assistance Dogs Europe. The dog must comply with the Hong Kong Agriculture, Fisheries and Conservation Department (AFCD) definition of a Disability Assistance Dog (DAD), which is trained for the physically disabled, non-aggressive, well-behaved, and health-checked regularly.
• Dogs that do not fit the official definitions mentioned above are regarded as pets, and pets are not accepted by HK Express for transportation.

Acceptance and Documentation

Guide/Assistance Dogs are accepted in the cabin only if the following conditions are met:

• The dog aligns with the AFCD’s criteria of a Disability Assistance Dog (DAD).
• The passengers have received a special permit from the AFCD for the import, transit, or transshipment of the dog.
• The passengers have got permission from the AFCD to carry the dog in the cabin.
• When you arrive at the check-in counter, you need to have all the necessary permits/documents in the original copies for the station(s) of the place of origin, transit, and destination.
• Dogs traveling to or transiting countries other than Hong Kong have to meet the rules of the transit and final destinations.

Responsibilities and Restrictions

• Notify the Customer Connect Team 72 hours before your flight, along with the submission of all necessary paperwork through the Service Request Form. The airlines do not have the authority to transport you if they lack the required documents.
• The care and supervision of dogs is the sole responsibility of the passengers.
• The dog should definitely take care of its needs in a way that doesn’t cause any health or sanitation problems on the plane.
• Dogs that present a trip hazard to other customers may be refused carriage.

Medical Assistance and Clearance at HK Express Flights

In most cases, a person will not be stopped from traveling due to their medical condition, but a medical certificate is still required if the situation in the cabin may deteriorate your condition or if you need special care. By getting in touch with the Customer Care team, you are obligated to inform them about your health condition at least 72 hours before your flight departure.

Medical clearance is mandatory if you:

• Suffer from a disease that can be transmitted and poses a direct threat to others.
• Be in doubt of your capability to travel, especially if you have been sick, injured, or had surgery recently.
• Be in a situation where you have a medical condition, such as shortness of breath and unstable angina, and there is a reasonable doubt that you can complete the flight safely without special support.
• Be dependent on a Portable Oxygen Concentrator (POC) for your flight.

Submitting the Medical Clearance Form

• You must fill out the Passenger medical clearance form. Part 1 is done by you and Part 2 by your registered treating doctor.
• The finalized form should be submitted to our Customer Connect Team through the service request form at least 72 hours before the departure of the flight.
• The form should be signed within 10 days of the first outbound date of travel. The validity of the return journey applies only if the return sector falls within 14 days of the departure sector.

Seating Restriction: 

Passengers who need medical assistance cannot sit in an emergency exit row.

PMEDs (Portable Medical Electronic Devices) at HK Express

General PMED Policy

The only PMEDs that are allowed to be used in the cabin include CPAP, BiPAP, and POCs. Devices can be carried as checked or carry-on baggage, but they must comply with the standard size/weight requirements and Lithium Battery policies; otherwise, they cannot be carried on board.

PMEDs must be self-powered. HK Express does not have electrical outlets on board for commercial use and has no responsibility for any damage or failure of any device.

Portable Oxygen Concentrator (POC) Requirements On HK Express Flights 

If a POC is necessary for your flight, then you must get a medical clearance and  follow these strict requirements:

• Approval

Only POCs approved by the FAA are permitted. Confirmation should be made by a statement on the back of the device or by wording/label in the user manual.

• Form Details

The clearance form should include the model/manufacturer of the device, as well as its weight and size. The form should be dated in ten days of the outbound travel date. It is eligible for the return journey as well, if it is within 14 days from the departure date. 

• Competence: 

You should be familiar with the device, physically able to use it, and respond to the alarm yourself. If you are unable to do this, you should have a companion who can take care of it for you.

• Flight Duration

The POC should be equipped with enough batteries to meet a total flight time of 1.5 times or more.

• Seating

POCs are not allowed in the emergency exit row or the bulkhead seat. You can sit in a window seat so that the egress is not hindered. In case there is no window seat, then you will not be allowed to board.

• Stowage (In-Use)

 When operated, the POC must be stowed in the area under the seat in front of you (maximum ≈41.8 cm (W)×24 cm (H)×50.8 cm (L)). If the item is not suitable, you are not allowed to use it during the flight, but it can be stored in the overhead bin (off). 

Rules for Carrying CPAP and BiPAP Devices on HK Express Flights

It is not necessary for the passengers who use CPAP or BiPAP to present medical clearance; however, to verify the safety of the device, a 72-hour notice is still obligatory.

Machines should be completely powered by batteries of dry-cell or gel type only.

Batteries need to have enough capacity to cover at least one and a half times the duration of the entire flight.

The device is only allowed to be used during the cruise phase; it must be turned off and stowed during taxi, takeoff, and landing.

HK Express’s Rules for Carrying Medicines Onboard 

If you are carrying injectable medicines onboard or medicines requiring refrigeration, here are the rules that you must follow: 

• Injectable Medication and Needles
  • Usually, injectable drugs (needles, syringes, auto-injectors), which are required for your therapy, can be transported with you if the security standards are adhered to. 
  • The amount should be appropriate to the length of the flight and your condition.
  • Carry injectable medication like syringes and needles, etc., with you, and also mention your name on it so that it becomes easy to identify.
  • Don’t forget to bring a supporting letter from your doctor, explaining the situation and the medication involved.
  • The used syringes must be disposed of in the ‘sharps box’. Please request the cabin crew to assist you with this matter.

• Medication Requiring Refrigeration
  • Medication is not allowed to be stored in the fridge. A cooler may be used for carrying the medicine. You may even store them in a vacuum flask using dry ice or ice gel packs. 
  • You can carry a maximum of 2.5 kg of dry ice that must be packed in a way that will enable the gases to evaporate freely. You have to inform the ground staff at check-in, and the package must be labeled with the words “dry ice” and the net weight.
  •  The volume of each ice gel pack shall not be more than 100 ml and is subject to security checks under the carriage of LAG (Liquids, Aerosols, Gels) rules. 

Stretcher and Oxygen Bottles Support on HK Express 

HK Express does not offer a service with a stretcher; therefore, such a service is not provided.

• Passengers cannot carry their oxygen cylinders with them on the plane, and the airline is not able to provide oxygen or make oxygen arrangements for passengers to use during the flight.

HK Express’ Special Assistance for Peanut and Tree Nut Allergies

The airlines understand people can suffer from severe, potentially life-threatening peanut or tree nut allergies. Although they care a lot about the safety of each and every customer, HK Express is not in a position to guarantee a flight environment that is free of peanuts or tree nuts or to establish an area on the aircraft that is free from allergens.

Passenger Acceptance and Restrictions

• When you state that you are allergic to peanuts or tree nuts, however, a special treatment is not necessary, and an allergen-free environment is not required, then no medical clearance will be needed before accepting your application.
• In case you declare a peanut or tree-nut allergy and need special treatment (e.g., a guaranteed allergen-free environment or a buffer zone), then you are not allowed to board an HK Express flight for safety reasons.

Reasons They Cannot Guarantee a Nut-Free Environment

The airlines cannot ensure that there are no traces of peanuts or tree nuts left in the product because of certain operational factors:

• Onboard Sales

Products made from peanuts or tree nuts may be sold as in-flight products.

• Meal Service

They can’t serve meals that are free of peanuts or tree nuts.

• Customer Compliance

Airlines have no authority to request cabin crew to make such a request to nearby passengers, nor can they send a message to passengers via the public address system on the plane telling them not to eat nuts.

• Contamination and Systems

 Since the air filtration system in the cabin is not designed to eliminate nut allergens, it cannot ensure that all the allergen traces have been completely removed from the cabin.

• Operational Limits

Advance boarding requests for cleaning of the seating area will not be met due to operational limitations.

HK Express Special Assistance for Pregnant Customers

Usually, flying is relatively safe for pregnant women, but if mothers want to be entirely sure about the safety, they should ask their doctor for a medical certificate. HK Express requests that a medical certificate be carried by every pregnant woman who has reached the 28th week of pregnancy.

Required Medical Certificate Information

The medical certificate must be written in English, including the respective details:

• Is it a new single baby or a multiple pregnancy?
• The approximate gestational age and the expected delivery date.
• Confirmation that the mother is in good health and that the pregnancy is progressing as expected with no abnormalities.
• A statement to the effect that the mother is in good health and is qualified for the whole travel duration.

Travel Cut-off Times As Per HK Express

The trip can only be completed according to the deadlines given below. Medical certificates must be dated within 10 days of the initial outbound travel date.

Certificate Validity for Return Travel

Your return trip can also be made with the identical certificate if the following two conditions have been fulfilled:

• There has been no complication during the journey.
• On the day of your return, you are permitted to travel under the same booking, as you still meet the maximum stay requirement (32 weeks for multiple pregnancy; 36 weeks for single pregnancy).

Also Read: HK Express Wheelchair Assistance

Other HK Express Special Assistance Services for a Seamless Travel

• Traveling with Elderly Customers

Elderly Customers are definitely treated with special care. But you must notify the crew members at least 48 hours in advance if you require assistance at the airport, during the trip, or after the trip. The airlines accept the transportation of mobility aids, such as wheelchairs, crutches, and canes on the aircraft if these can be safely and securely stored in the cabin.

• Traveling with the Vision and Hearing Impaired: 

In order to guarantee an easy and pleasant trip, the Customer Connect team requests that you book your assistance at least 48 hours before your departure so that they can prepare the necessary aid for you. This pre-booking enables them to know your requirements to the fullest. The team members will be with you at the check-in counter, the boarding gate, as well as at the arrival gate and the arrival hall after your landing.

• Special Meals and Dietary Needs: 

You must know that you can only purchase food and drinks on each HK Express flight. If you have special dietary requirements, religious needs, or are traveling with children, it is recommended that you pack your own food. The airlines are not able to assure the supply of particular food and drink items on any airplane.

Note

No matter the situation, you should always be able to travel on your own or with an adult on every flight on the route. If you do not comply with this instruction or any other safety requirement, the consequences may be boarding refusal and the forfeiture of all amounts related to your booking.

Conclusion

HK Express Special Assistance Services are aimed at making sure that any customer, no matter their physical, medical, or personal needs, can enjoy a comfortable and confident trip. Besides providing assistance with mobility, medical aid, and even addressing users’ allergies, HK Express is doing a lot more than the ordinary to make air travel accessible to all people. Informing the airline beforehand, as well as knowing what services are available, can make the trip a relaxing one, starting from check-in all the way to the destination.

FAQs