Hong Kong International Airport
Reviews and Complaints

Hello,

I am a passenger that arrived yesterday 16th of June 2022 to HKG on flight CX0104 at approx 9:45pm.

I understand the COVID constraints I appreciate 'tightness' of security in this period. However I feel compelled to complain about the unpleasant experience I had to personally undergo.

1. I was standing in line for baggage check (pre-departure) and was diverted to another queue where the officer said it was 'express lane'. Following a longer wait than would have been had I stayed in the same line, I was rwdiverted again to the first original line and turned out to be last in the queue.

2. There were several passengers that easily jumped the queue in the oresence of several security officers. Mismanagement, I claim.

3. After having my personal belonging go through the x-ray check, one security officer had decided a second check was due and emptied the contents of my bag roughly. This was embarassing and humiliating. I was upset about the manner in which I was treated and the way contents where handled.

4. Temperature was very warm and I was sweating thus having had my temperature checked.

I was trying to get a shower and they sent me all around the showers and none of them was free and at the last shower they said there's none free except arrivals showers which you can't go back to I wouldn't mind but the could have told me that at the first shower instead of making me go all the way around the airport please make sur that people have better service in future

I had my connecting flight in hk from manila to okinawa last afternoon and my gate was 69. The near coffee shop is KaravanStop, I ordered coffee at karavanstop for me and my friends. I paid 50usd because thats the only money they accept then they told me they give me hkd as a change So I agree, Later when i got here in okinawa to change the hkd they gave me. Some of the bank notes is not accepted in the machine money changer! when i search online its already old money from 2003 and the coins where from 1993. I was able to change the other hkd they gave because it's the latest money but the old money worth 152hkd was not change. I just want to report them. Because they are taking advantages of passengers who is not familiar with the hong kong money. I hope you will help me. Thank you!

I was stranded because of airport closure on August 13. I missed my flight home to Canada because of this . I was flying with Hong Kong Airlines. They are not taking responsibility and are blaming it on the airport. I had to purchase a brand-new ticket home which cost over $2000. I am seeking compensation and requesting that the airport hold the airline accountable for not taking care of its customers and putting them on subsequent flights.

I was shopping in the dutyfree shop.The one sells make up product.I used english to ask a question about one lipstick politely.The saleswomen asked me to find her colleagues.At that time ，She said "i don't think she can understand and use English"in cantonese to her colleagues.After a while，she kept staring at me.I feel that i was treated unfairly.

We arrived today to Hong Kong from Tel Aviv on flight ly75 ElAl, seat 27A.
We lost a silver GoPro camera Hero3 with a waterproof transparent case and black head band gear on the airplane next to our seat. The cleaning company didn't pass over the go-pro camera that we forgot on the airplane to the world trade center here at hong kong airport. We have been calling and emailing the world trade center for 3 whole days now and nothing happened, they didn't take our request for help seriously and now we have come to the airport and have to wait for hours to (hopefully) finally get it back! In addition their attitude is extremely unpleasant throughout the whole process. We're very disappointed and in utter dismay that we have to spend a whole evening here (out of 4) instead of exploring the city.
Please consider this situation with care, thank you!

Dear anyone who can do something about that or not,

My parents were flying from London to Hong Kong (transited through Beijing) today at 23rd July 2019, and they were thinking to get in the ferry back to Zhuhai (yes, they are from mainland). The staffs at the counter who was helping them to sort out the documents about scanning thing of their checked in luggage, and he was rude to my parents and said he cannot scan if the stickers were sticking at the back of the passport? Are you kidding me? HE SAID HIS HAS TO TAKE THEM OFF TO SCAN THEM? Even the barcodes have not been covered?

In any other countries I have been and they have been, custom and airport staffs should be friendly and nice if we enter with legal documents and not breaking any law, instead of being rude to them? (I am not sure because they are from mainland or because he is rude to everyone?) if you don't want the job or working with the people like them who are old or from mainland then quit your job or move to another country if you think you are in higher level than others.

Not sure anyone will see this or can sort out this, I just want to let anyone know if not necessarily I do not want to enter Hong Kong by any itches since it is already a big mess and people are so rude there!

Hi, I arrived on an Internationa Flight from Los Angeles with a stop in Hong Kong final destination Manila on January 12th, 2019. My two bags however did not arrive; I was originally told my luggage was delayed in customs in Los Angeles, CA. Then the next day I talked to someone in Hong Kong who assured me my luggage was in Hong Kong and would be delivered to Manila the next day. However, I called the next day and that information had changed.

I filed a claim I think it was ref #MNLHX10998 the tag numbers were HX535239 and HX535240. Since that time Mr. Russell Legaspi at Manila tracked down my larger bag which was still at the Hong Kong Airport which I have subsequently received. I then was told to fill out a claim for reimbursement which I did dated around March 6th which I promptly sent to Mr. Legaspi and he informed me he had forwarded it to Hong Kong Airlines. I have sent multiple e-mails but continue to get the same response "sorry for the delay but info was forwarded".

I has been close to 3 months since I filed my claim, and almost 5 months since my luggage was lost by the airlines. My preference is to have my own luggage back; which I believe can still be found at the Hong Kong baggage claim since the larger bag was found there. But, if no one can take the time to look please advise when I can expect reimbursement.

Thank you,

Howard G. Wilson

Hi,

I was rushing for my flight to Manila, via HKIA terminal 2. As I was checking in at the counter N, the guy refuse to issue my ticket, Gave me a very sacastic look, saying "you only have 12 mins to book a return flight, or I cannot issue you your ticket" and causes me to miss my flight.

I don't understand what's the rule with needing a return ticket for passengers that travel to countries that doesn't require via, why can't he just help me get my ticket, and I purchase the return ticket later? It's physically impossible to get the return ticket in 12 mins

Please reflect on the work effectiveness of the staff in HKIA.

Staff full name : Calvin Chan
Time of incident :10:20 am
Date of incident : 27th Nov 2018

Dear Manager,

My name is Allan Chen, and I am writing to complain about the naming of the flight depature and arrival place.

I am a frequent traveler from Quanzhou, Fujian province and I have been traveling between Quanzhou and Hong Kong for more than four years. And on this Tuesday ( 6th Nov.), I took flight ZH9093 from Quanzhou to Hong Kong as usual.

However, the name of departure city has been confusing me for more than four years: Quanzhou is a prefecture-level city of Fujian province, and Jinjiang is county-level city under Quanzhou. Each time when I leave Quanzhou to Hong Kong, the name of departure place is always ‘Jinjiang', not ‘Quanzhou'. But The full time of the departure airport is called Quanzhou Jinjiang International Airport. Although it is located in Jinjiang county, it is still a prefecture-level airport and is fully owned and regulated by the Quanzhou government.

In mainland China, all airports and airlines display the place with the name of prefecture-level cities, not the county-level ones. The way your airport display the name of Quanzhou has caused confusion and incomvinience to many tourists including me. And it also misled us when we are booking flight tickets, looking up the information boards of HK airport.

I am unhappy with the improper naming of Quanzhou City, and would like to have this problem fixed quickly please. If I do not hear from you within 5 days, I will lodge a complait with the Hong Kong Tourist Board.

Yours sincerely,

Allan Chen

Hello sir,
Yesterday I had a flight from Hong Kong International airport to Chatrapati shivaji terminals Mumbai, my Flight number is AI 315 and our departure was on 6.05PM
I had bought the all new segway drift w1 in shenzhen, But unfortunately I was not allowed to take it on board durle to some rules of our airlines Air India.
Then the security personnel told me to go to Terminals 2 which was almost 15-20mins walk from terminals 1 security check, as I had very less time left with me I had to rush so I literally ran with the box to the left over baggage section but unfortunately the receptionist there was terrible he refused to give me the slip.
I had a flight to catch so I left my segway at the lounge in between terminals 1 and 2.
Now one of my friend in hongkong can collect it and Sen me by courier or shipment please help me out. I shall attach the picture of the box its wrapped in a yellow plastic bag.
Its really precious for me and I hope Hkg authorities must will help me
My phone number is +[protected]
And my Hong Kong friend will come to the airport to collect it today.
Regards
Pratish

Hello,

My name is Raul Cristian Toma (from Romania).

On 17 May 2018, approximate time 22:00-23:00 PM at the airport checkpoint (Hong Kong) I was stolen by the security airport staff with 500 USD amount.
After I put my hand baggage (backpack) on the carry on baggage screening (scanner) my baggage was stopped by the staff (a women). She told me to open the bag and to take out my battery charging (white colour). She checked that battery and meanwhile she took my hand baggage and she gave it to another officer to scan it again. It took a while until my baggage turn back again. My wallet was in a pocket in my hand baggage. They only took the money from my wallet and put the wallet back in the pocket (in the same place).
Please be so kind to investigate my case. You can check the video recordings.
I think is not necessary yet to contact the Hong Kong criminal investigators. I have trust that you will solve this case.
I saw also that my case is not a single one. You have a problem with the security airport staff.
Also I mention that I was a tourist in your country and the left money has cause me difficult problems.
Please find attached my boarding pass, a picture of mine, my hand baggage, my wallet (where the money was).

Waiting for a urgent answer.

My E-mail address : [protected]@yahoo.com
My Phone Number : [protected]

Thank you!

Hi there,
I am bit frustrated from the Staff works at Airport. I have misplaced a copy of my pre arrival registration and asked some of the Airline counter to help but completely denied by the Philippine Airline counter person name - Bob Mark and he yelled at me.

How terrible and disrespectful to treat a visitor to the country.

Really ashamed to that

Hope fully action can be taken
Thanks

To the customer service manager,

Let me point out how terribly I’ve been misguided by the HK airport staff. This is my 3rd visit to HK with the same online pre-arrival form I use as an Indian national. After queuing for 40 minutes, flying 8 hrs from Dubai, I was refused entry because there was no space in my name. Because your staff have no idea that Emirates exist, I was sent to E1 then information desk who sent me to W1 (which mind you is very far) then back to E1 by the lady who was rude, impolite and insensitive. I was then asked to fill the onlin form again- solely from my phone with a warning that if I cant do so- I will be sent back. Where is the courtesy with your staff? Is this how you offer to “service/ help someone”?!. Condescending attitude and tone when talking with no element of remorse?!?!
This is absolutely pathetic service while I wasted 2.5 hours at your airport for something that could have been done in 5 minutes. Your lack of service ruins the reputation of Hong Kong!

When leaving HK on Sunday 1 November I 'lost' my hand luggage containing an expensive new hand bag. I immediately alerted the Lost and Found desk but the young lady there was only interested in logging it on the computer and issuing a reference number. Even though the incident had only happened between 5 - 10 minutes before going to the desk and I knew exactly where it had happened she refused to go the check in desk and make enquiries if anyone had seen it. Since returning home I have sent several emails and requested that they check the CCTV footage to see what happened to my luggage. I have received sparodic responses finalising in a bland 'unable to identify incident' despite the fact that I sent photographs of both myself and my husband, told them exactly where the luggage was 'lost', what time and the airport was very quiet at the time. I feel that the airport staff have been very neglectful in their duty of care to passengers as had the incident been checked when reported the items may have been found and I am not convinced by their responses that they have made much effort to check the CCTV footage. The full details were given to them on 11.11.15 to enable them to check the CCTV and I sent 3 further emails on 18.11.15, 23.11.15 and 25.11.15 before I got any feedback. The following information was produced in a table format but was not recognised by this website so I was unable to upload it - apologies. Holiday to Hong Kong – 10th October 2015 – 1st November 2015 Incident: We arrived at the airport at approximately 7.30am. We walked to Aisle G to weigh our luggage before going to Aisle C to check in. I was carrying a large multi-coloured woven basket/bag in which was the new Kate Spade handbag and another small multi-coloured woven basket/bag which itself contained a lilac My Kitty soft toy (for our granddaughter). At some point either on Aisle G or C I put the larger bag down and when I put my hand down to pick it back up I only got hold of the handles of the smaller bag. Upon leaving the check in desk I had not got far before I realised that I was only carrying the smaller bag so I believe it was at that point that I lost the larger basket. I reported the loss to the Customer Service desk and I enquired on Aisle C but no-one had seen anything. Lost hand luggage timeline: Date Approx time Event Support from airport staff 30.10.15 Treated myself to a Kate Spade handbag costing £275.73 None required 01.11.15 7.00 - 7.30am Arrived at Hong Kong airport None required 01.11.15 7.10 - 7.40am Went to the weighing scales on Aisle G to check weight of luggage. None required 01.11.15 7.45 – 8.15am Went to check in desk near the top of Aisle C to deposit main luggage. Very pleasant and helpful clerk 01.11.15 8.00 – 8.30am Upon leaving the check in desk I realised that I had not got all my hand luggage – I had picked up the small multi-coloured bag that had been inside the larger multi-coloured bag which also held my Kate Spade handbag. None required 01.11.15 8.00 – 8.45am Looked at the check in desk to see if luggage left there – couldn’t see it then dashed to the weighing scales on Aisle G to see if left there although I don’t think that I had put my hand luggage down there but checked anyway. Approached members of staff within vicinity to see if anyone had seen anything. Staff I approached told me to go to the Customer Services desk 01.11.15 8.00 – 9.00am Went to the Customer Services desk and explained that the luggage had only just been lost and asked the young girl if she could make some enquiries with the staff on Aisle C and Aisle G to see if it had been handed in The young girl at the Customer Services desk was only interested in giving me a reference number. I repeatedly asked her to make some enquiries quickly as the luggage had only just been lost and I was flying within a couple of hours but she didn’t move from the desk and just put the details into the computer, gave me a reference number and told me that anything that was lost would be taken to another terminal so there was no chance of me getting it back before flying. 01.11.15 8.45 – 9.15am Proceeded to the airport lounge ready for boarding and found a Customer Service desk who contacted the Lost and Found section and confirmed that my luggage had not been handed in but could still be on its way from Terminal 1. Helpful clerk at Customer Service desk. 02.11.15 Email sent to the Lost and Found section at the airport requesting if my hand luggage had been handed in – gave reference number. 02.11.15 Email received stating that hand luggage had not been handed in. 03.11.15 Email sent to Lost and Found requesting that they check the CCTV as if it hadn’t been handed in it must have been taken by someone and deliberately kept by that person which amounts to theft. 04.11.15 Email received stating that my request had been forwarded directly to the relevant party of the Airport Authority. 05.11.15 Email received from Customer Services stating that my request was being looked into and I would ‘be informed of the update’. 09.11.15 Email received from Debbie Poon at Passenger Services requesting more details of the incident to be received by them on or before 11.11.15 10.11.15 Email sent to Debbie Poon with full details and photographs of both my husband and myself dressed in the clothes we believe we were wearing at the airport when the incident occurred. 11.11.15 Checked e-mails and found that the email I had sent on the 10.11.15 had not been delivered as it was too large. Re-sent information and photographs in separate emails to ensure that they wouldn’t be undelivered again. 11.11.15 – 18.11.15 No response received from Airport 18.11.15 Email sent to Passenger Services requesting feedback 18.11.15 – 23.11.15` No response received from Airport 23.11.15 Email sent to Passenger Services requesting feedback 23.11.15 – 25.11.15 No response received from Airport 25.11.15 All emails previously sent to the Passenger Services forwarded to the Lost and Found section with request for feedback. 27.11.15 Email received from Lost and Found stating that they had been ' unable to identify the incident'. 28.11.15 Email sent to Lost and Found requesting further information – whether or not they had been able to identify myself and my husband. 28.11.15 – 03.12.15 No response received from Airport 03.12.15 Email sent requesting re-imbursement of £275.73 from airport as believe it was due to their neglect in their duty of care for passengers that resulted in hand luggage being found. Also sent this timeline to the following email addresses at the airport: [protected]@hkairport.com [protected]@hkairport.com [protected]@hkairport.com complaintsboard.com