HK Express Passenger Left Hungry After Pre-ordered In-flight Meals Never Arrive
AM730 · 1 SOURCES1 day ago5 MIN
Summary
A passenger of Hong Kong budget carrier HK Express (香港快運) has lodged a complaint after paying for three in-flight meals that were never delivered during a flight from Sanya to Hong Kong on August 20. The passenger, who was traveling with children, had pre-ordered the meals specifically to give them the experience of eating on a plane. After waiting through the entire flight without receiving the food, she inquired with cabin crew 45 minutes after departure, only to be told the meals had been forgotten and offered as takeaway instead. HK Express has acknowledged the service lapse but is refusing to provide a refund, citing its terms and conditions .
Key Points
- The passenger booked three in-flight meals for UO251, which departed Sanya at 9:45 PM on August 20 and arrived Hong Kong at 11:15 PM .
- After noticing no meals had been delivered, she approached cabin crew at 10:30 PM, and staff confirmed her order and provided the food 10 minutes later .
- Cabin crew suggested packing the meals as takeaway, citing the approaching landing, but the passenger noted there were 35 minutes between receiving the food and touchdown .
- The passenger arrived home at 1:30 AM, by which time the meals were cold and inedible, losing the intended on-board dining experience .
- HK Express admitted the oversight, stating the main meal service "failed to deliver" her order, but has declined to issue a refund under its policy .
Why It Matters
The incident highlights potential service quality gaps in budget carriers, where ancillary services like pre-ordered meals become a significant revenue stream. For Hong Kong travellers, who frequently use HK Express for regional routes, such service failures erode trust and raise questions about accountability when airlines acknowledge mistakes but still refuse compensation. This case may prompt calls for clearer consumer protection regarding pre-purchased in-flight services .
The incident highlights potential service quality gaps in budget carriers, where ancillary services like pre-ordered meals become a significant revenue stream. For Hong Kong travellers, who frequently use HK Express for regional routes, such service failures erode trust and raise questions about accountability when airlines acknowledge mistakes but still refuse compensation. This case may prompt calls for clearer consumer protection regarding pre-purchased in-flight services .