HK Express

Wong Wing

602 S H Ho Wellness College, Hang Seng University of Hong Kong, Shatin

Hong Kong

venus.wongwing@***.com

+852 ********

19 May 2024

Dear HK Express Customer Service,

I am writing to express my dissatisfaction with the recent experience I had with your airline. As a loyal customer, I have been flying SOLELY with your airline since 2017 I believe.

Recent months, I even teased my husband that the Cathay Pacific flights he has been taken have not been once without delay and even 1 cancellation making him stuck in Nagoya this summer. No delays or cancellation or rescheduling have happened to me.

On 11 April I had booked a flight UO 230 from Hong Kong to Beijing under booking reference LCFQ2X. I missed the email you sent on 27 March on rescheduling. I wonder if the airline has any back-up plan for those who might have missed the emails.

And for rescheduling, shouldnt your airline at least ask if customers can make it or not and confirm that we have received your message! We also left you with the phone number to contact us through the App! There must be a way!

On 14 April, I scheduled an important meeting early in the morning, which cannot be changed and also to synchronise my flight with my husbands, my flight had to be later than 11 a.m. That was the key reason I picked your flight.

I belong to those passengers who cannot accommodate the change and could have rebooked my flight from other airlines

I arrived at the airport only to find out that the flight had been rescheduled at 8:50 a.m. The ground crew kept passing me back and forth saying that nothing can be done and please called the hotline. The next flight is tomorrow I was feeling helpless and not supported by your staff. Hotline does not work for such URGENT matter as we all know.

The airline should have had some staff to deal with matter like such even though you are a budget airline.

This unexpected change in my flight schedule caused a significant inconvenience and disruption to my travel plans. I forced to buy another flight in a panic and angry mode! I booked a flight from China Eastern Airlines on 18 April from Agoda by mistake and rebooked a flight from China Southern Airlines on 11 April at 13:40.

I also had to rearrange my entire itinerary and incur additional expenses as a result. The lack of communication regarding the flight rescheduling was unacceptable and has left me feeling extremely disappointed with the level of service provided by your airline.

I understand that changes to flight schedules can sometimes be necessary, but it is essential that the airline is certain that passengers are INFORMED for such an important change especially it is rescheduled earlier than the original flight!

As I have missed my outbound flight, I did not receive an email for check-in my inbound flight.

I find this arrangement inappropriate and only when I tried online check-in and failed on Saturday I realised that my name had a typo with the WhatsApp chat service by HKExpress! Again, the ground crew did not even pick this important fact up when I was at the counter Luckily it was fixed in time for the flight.

I am requesting that your airline take immediate steps to address this issue and ensure that such lapses in communication do not occur in the future.

Additionally, I would appreciate it if you could provide me with compensation for the inconvenience and additional expenses incurred as a result of the flight rescheduling.

I expect a prompt and satisfactory resolution to this matter. Thank you for your attention to this

complaint.

Sincerely,

Wong Wing