HK Express Ignored Sexual Assault Report Despite Video Evidence
I had a deeply disturbing experience with HK Express that I feel others need to know about. On December 25th, during flight UO627, I was sexually assaulted by a passenger seated next to me. I later submitted video evidence recorded onboard the flight to HK Express. Despite the existence of video evidence, the airline dismissed my complaint. I was told by a customer service representative (Miss Lam) that because I did not report the incident while it was happening, they could not confirm it occurred. This completely ignores the reality that sexual assault victims often experience shock, fear, and a freeze response. HK Express refused to provide a refund or any meaningful resolution. The only thing offered was a voucher for future travel with the same airline, worth only a small fraction of the cost of a single one-way ticket. Offering a future-flight voucher after a sexual assault is inappropriate and shows a lack of concern for passenger safety. Separately, I was also charged extra baggage fees after being forced to weigh two bags at check-in, while another passenger next to me was not required to weigh any bags. When I raised this issue, the airline denied that it happened. This experience reflects a pattern of dismissal, denial, and lack of accountability. I do not feel safe flying with HK Express and would not recommend this airline to anyone.