After we spent the night at the airport waiting for a flight, they refused to board us. They provided no help and just told us to call customer support that said they will review and get back to us in several days. No apology whatsoever, and it's been almost a week - no response, no refund, and we had to book very expensive tickets to return home. Just outrageous behavior altogether. I've been flying for many years and nothing like this has ever happened to me.
I booked tickets to Chiang Mai for vacation, double check all documents prior to my departure found out that the return date was wrong called to change and paid the price difference. And explain that I wanted the return date to be the same as my husband and my son who will join later all booking paid under my name credit card.
10 minutes later I received email and to my amaze they mixed up my schedule to my friends so now my friend has to stay with my husband.
I immdeiately called the hotline to notify and they said will takes 3 days to investigation, that means I be in Chiang mai waiting for long distance call dealing with this ordeal.
They said this is the fair to their agent. Than I told them what about fairness to me? Will they compensate my stress and loss of pleasure over this.
HK Express is just an airline company without any reponsibility to serve her passengers. This company is only focusing on money without servicing agreement. HK Express can delay or cancelled the flight just informing passengers by email and SMS only at last minute no matter passengers in overseas or not.
Do you think such company can provide good service?