I will avoid HKExpress going forward
My experience with HKExpress has been quite disappointing. The overall service has fallen short of expectations. Their customer service is virtually non-existent and highly inflexible, making it extremely stressful to resolve issues. Moreover, there is no clear way to escalate matters to senior customer service managers, leaving customers feeling unheard and frustrated. Their business model is to charge fees and penalties as much as possible, and customer service doesn't even feature in their company values. Affordable pricing is important, but so is a standard of stress-free travel. Sadly, HKExpress does not seem to deliver on this. As a result, I will be using other airlines in the future for peace of mind and better overall service.