Despite having travelled through Hong Kong and being an ultra-frequent passenger on Hong Kong Airlines this was my first time taking their sister airline and LCC, Hong Kong Express
Boarding was well managed and priority (paid for extra) was respected and controlled. Despite their being two queues ground staff held back the regular queue and processed the priority queue first which makes sense otherwise with a single door aircraft it wouldn’t be priority by the time the two queues mixed down to the plane door!
The plane itself was new and clean, I believe the seating is the Recaro slim line seat common on LCCs around the world. It’s not a seat you want to spend a long time in but is fine for a short hop LCC flight. On this flight though I had pre-booked probably the best seat on the plane which is 12A (12F is equally as good). What makes it so good is the unlimited legroom behind the exit but also there is no one to recline into you. You also have the benefit of a window but easy exit for toilet etc. Have a look at the photos for the deluxe legroom!
In terms of the other seating and what to look out for, row 11 has two seats only in the exit row, these are decent as well with good legroom but are a bit isolated. Watch out for 12B,C and 12 D,E which may look like exit rows but are normal seats. Only 12A and F are exit. At the front there’s a bulkhead on both sides of the aircraft so no bashing of legs etc. if you’re seated in 1A-C as on some LCCs that have removed the wall.
The service was average. I don’t have very high standards for LCCs in general and nor should most if you’re paying a good fare for your ticket. However there’s a couple of glaring issues compared to even other LCCs or HK airlines:
- They won’t allow any outside food or drinks. Stinky take aways I understand but they won’t allow even outside bottled water and will tell you not to consume it if they see you have it. Sorry but this isn’t on. Yes you want to sell your onboard products but have some common sense! What’s worse is a charge of HK$10 for a cup of water from the airplane tank. Frankly unacceptable.
- There were zero announcements from the flight deck at top of descent in fact nothing since take off. So despite flying around in the middle of the night as well as being delayed, with no map and having no idea what’s going on an announcement from the captain might have been a good idea, no? I had to flag down a passing member of crew and ask when we were landing and what the delay was.
- They still don’t allow mobile phone use during take-off and landing. As I understand it this is because they haven’t applied to Hong Kong CAD for permission and certification. Other airlines in Hong Kong did this years ago so come on!
- The food bore no relation to the menu photos, see my example. Taste, size and presentation were all poor. I feel the cost is being squeezed too much to maximize profit. I wouldn’t order anything again and would smuggle on a sandwich to eat when the lights are down. If you’re going to charge for food and enforce no outside contraband prison style then at least make it decent!
In summary it’s a decent option if they fly where you want to go and check in, boarding and the plane itself were good and I got what I expected when I paid for the priority service. Where they fell down was on the quality of product and service levels. Often I complain about poor crew but in this case, they were good in the cabin but I felt they are let down by UO quality and procedures. They are issues that are fixable if the motivation is there.