Lost Checked Luggage, Damaged Suitcase, and 5 Months of Wasted Time with Zero Compensation
Hong Kong Express customer service is nonexistent, and they have absolutely zero accountability. My friends and I flew to Sendai, Japan, for a snowboard trip in January 2026. Upon arrival, HK Express lost our sports equipment luggage, causing a miserable three-day delay that completely ruined the start of our trip and forced us to incur significant extra expenses. Shockingly, the airline flat-out refused to compensate us for these costs, and they even denied my request for a refund on that flight's checked baggage fee. Because I had completely lost trust in them, I deliberately chose not to use my pre-paid checked baggage for the return flight two weeks later. To make matters worse, when we arrived back in Hong Kong, I found that they had damaged my suitcase as well. After returning, I demanded compensation for the three-day baggage delay, the broken suitcase, and a refund for the unused return baggage fee. What followed was five long months of exhausting, difficult email correspondence. They dragged it out until May 2026, only to give me a final rejection stating they would not provide a single cent of compensation or refunds. They completely wasted five months of my time and ruined my travel experience. Save yourself the stress and money—do not fly with HK Express.