02 June, 2020

Hong Kong Airlines enhances customer protection measures

Safety comes first at Hong Kong Airlines to help travellers book with confidence and fly with greater assurance, has introduced some enhancements to the customer experience to protect passengers and crew. 

It is now a requirement for passengers to wear a face-covering or mask when flying with Hong Kong Airlines. The carrier says this requirement starts at check-in and continues during boarding, at all times on board except when eating or drinking or requested not to by our crew in an emergency situation and disembarking from the aircraft at the end of the flight.  Of course,  the airline also highly recommends the face coverings or masks should be worn when moving around the airport for extra protection.

Passengers are encouraged to use Hong Kong Airlines’ online check-in service up to 24 hours before the scheduled departure. Self-service check-in kiosks are currently available at both Hong Kong and Beijing.

To help maintain personal hygiene at the airport, hand sanitizers are available at all Hong Kong Airlines check-in areas, ticketing counters, transfer desks, and boarding gates. Social distancing of at least 1.5 metres is encouraged, especially when queuing for check-in, boarding or disembarking. Passengers will also be asked to provide a current contact number to assist health authorities with track and trace measures if required.

Like many airlines, Hong Kong Airlines will board row by rows to avoid overcrowding at the door and passengers will need to self-scan boarding passes to avoid an additional contact or touch point.  

All the carriers aircraft are said to have in-built cabin air filtration systems equipped with High-Efficiency Particulate Air (HEPA) filters and the airline has enhanced its cleaning programme to ensure that cabins are thoroughly cleaned and disinfected before each flight. Sanitizing wipes will be available on request should passengers wish to wipe down their seating area.

To minimise interaction onboard, cabin activity will be limited and inflight catering services remain suspended until further notice. 

All our airport staff and crew are required to undergo temperature checks and will be given a care pack comprising of personal protection equipment such as masks and gloves when they report for duty. Sanitizing and cleaning products are also available at their work areas for extra disinfection if required. 

Hong Kong Airlines Director of Service Delivery, Chris Birt said: “Hong Kong Airlines is committed to delivering the highest level of safety and customer service standards. The measures that we have in place not only comply with regulatory requirements, but also align with industry recommendations, to ensure our employees and passengers are adequately protected at all times.

Hong Kong Airlines will continue to work closely with the authorities and airports to review and improve our protection measures. We would also like to seek the cooperation of our customers to make flying on Hong Kong Airlines a safe experience for all and look forward to welcoming everyone on our flight very soon.”

Unlimited flexibility, no change fees - Customers can now book with confidence with Hong Kong Airlines’ Flexi Fare promotion, which offers unlimited flexibility and no change fees as long as your travel date is on or before 31 December 2020.  More information is available at www.hongkongairlines.com.

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