Extremely disappointing and…
Extremely disappointing and unacceptable experience with Hong Kong Express. The airline cancelled my flight from Hanoi to Hong Kong at short notice and simply offered to move it to the following day or to another date that does not work for me. I have hotel bookings and travel arrangements that cannot be changed, and apparently this is of no concern to them. What makes this even worse is their refund policy: despite the cancellation being entirely their responsibility, their website indicates that certain taxes and fees are non-refundable. So they cancel your flight, disrupt your travel plans, and then expect you to bear the financial loss. Absolutely unacceptable. To make matters worse, contacting customer service is incredibly difficult. There is little accountability, no meaningful assistance, and a complete lack of consideration for the customers who pay for their services. Hong Kong Express seems to believe it can change your travel plans at will and leave you to deal with the consequences. This is not how an airline should treat its passengers. I expect a full refund of 100% of the amount paid, with no deductions. I will certainly think twice before booking with this airline again, and I strongly advise other travellers to be aware of how it handles flight cancellations and refunds.