Flights Frequently Asked Questions (FAQ)

The passenger name(s) MUST BE CORRECTLY entered with EXACT sequence as they appear on your passport or other valid travel document

Please be informed that if the passenger's name does not match with that on the passenger's passport, airlines reserve the right to deny boarding, so please ensure the passenger's name must match with your valid travel document before you confirm the booking. No name amendment is allowed once the online transaction is completed successfully.

If you have two Surname/Last name or a hyphenated Surname/Last name, please enter it as one name without spaces or special characters, such as hyphens.

If your surname has only one alphabet, such as O, then please enter OO in surname field.

For example:

Surname/Last name shown on passport	Entry as
SZE-TO	SZETO
AU YEUNG	AUYEUNG
CHEUNG WONG	CHEUNGWONG
O	OO

If you have a middle name, it should be entered along with the first/given name in “Given/First name” field. Please ensure that it must be in sequence as shown on your passport or other valid travel document.

For example:

Name shown on passport		[√ ] Entry as：
Surname/Last name	TAYLER	Surname/Last name	TAYLER
Given/First name	MARY	Given/First name	MARY CHRISTINA
Middle Name	CHRISTINA
Surname/Last name	CHAN	Surname/Last name	CHAN
Given/First name	TAI MAN TOM	Given/First name	TAI MAN TOM

Title
MR	Male (Adult)
MRS	Married Female (Adult)
MS	Female (Adult)
MISS	Female (less than 12 years old)
MSTR	Male (less than 12 years old)

In view of the lack of distinction between the Surname/Last name and Given/First name, such as Indonesian, or if only full name is shown on your passport, we are sorry to inform you that online transaction is not acceptable. For inquiries, please contact CS hotline: 3163 0800.

For example:

Name shown on passport		[X] Cannot book it online， Please contact our Sales hotlines for reservation.
Full name	SUTI
Full name	SITI MELA

The passenger's name cannot be changed once the ticket is confirmed. Please make sure the passenger's name matches with your valid travel documents before you confirm your booking.

For passports with validity less than 6 months, you can still make a reservation online. However, please make sure that your passport has at least 6 months validity (counting from your return travel date) before your departure, otherwise, airlines have the right to refuse you to board.

You can simply click the "details" button for flight connection / stopover details after you searched your preferred travel date.

If the passenger's name does not match with that on the passenger's passport, airlines reserve the right to deny boarding. Please make sure the passenger's name matches with your valid travel document before you confirm the booking.

In view of the lack of distinction between the Surname/Last name and Given/First name, such as Indonesian, please contact our CS team at (852) 3163 0800 for inquiries.

An electronic ticket will be issued instantly once the booking is confirmed. The electronic ticket will be sent to your registered email account not later than next working day. You are suggested to print out the electronic ticket and bring along with your valid travel document and required visa upon check in.

Yes. If you have any inquiries, please contact our CS hotline at (852) 3163 0800.

We can make special requests toward airlines on behalf of the guests, however, please be informed that all requests are on request basis only and Airlines reserve right for final decision.

For submission of your request at least 1 working day before departure: You can follow below instruction to submit your special request at least 1 working day before departure:

1. Retrieve the booking details by:
   1. Click on “My Booking” and insert your offer number and email address;
   2. Click on the link of “Edit My Booking” shown on confirmation page
2. Complete your request in the form and submit it
3. Our Customer Service Executive will reply your email within next working day.

Please kindly call our Customer Service hotlines for assistance if you would like to place your request within 3 days before departure. Please be informed that some airlines will not accept for any request less than 24-48 hours before your departure.

• For Inserting “Mileage membership number” into booking
  Please be informed that not all fares are entitled to mileage accrual or upgrade. Please check with the airline for more details.
  
  
• Request for seat assignment and/or special meal
  Please be informed that all requests are on request basis only and Airlines reserve right for final decision.
  
  

Most International Airlines normally offer below special meals on board, but it also depends on duration of their flights and routes.

• AVML - Asian vegetarian meal
• BBML - Baby meal
• BLML - Bland meal
• CHML - Child meal
• DBML - Diabetic meal
• FPML - Fruit platter meal
• GFML - Gluten free meal
• HNML - Hindu meal
• KSML - Kosher meal
• LCML - Low calorie meal
• LFML - Low fat meal
• LSML - Low salt meal
• NLML - Low lactose meal
• VGML - Vegetarian vegan meal
• VJML - Vegetarian Jain meal

However, please be informed that most budget airlines do not offer free food and beverage service. Please note that all requests are not guaranteed and subject to airline arrangement. For more enquiries, please contact the airlines directly for further assistance.

The airfares quoted are exclusive of taxes and charges. A summarized amount including all taxes and charges will be provided before payment page.

Please note that some airports charge departure taxes that are payable in local currency at those airports. These taxes are not included in your price. It is passengers' responsibility to pay at those airports in local currency.

The air ticket fare shown in the electronic ticket is the original air ticket fare, however, we will only charge the air ticket fare shown on the official receipt.

Child ticket is valid only for 2 - 11 years old children and infant ticket is valid for infant aged less than 2 years old.

For passengers who are already over 12 years old on/before their return date, they have to purchase the air ticket at adult fare;

For passengers aged over 2 years on/before their return date, they have to purchase a child ticket.

Once online transaction is completed successfully, the air reservation is made immediately and air ticket will be issued instantly. So you are advised to read through the fare rules carefully before you proceed to confirm your booking. All changes must be followed the “Fare Rules” of tickets.

Please be informed that owing to fare rule, on top of the airline penalties, hutchgo.com will charge handling fee of HKD420 per ticket as rebooking fee.

For submission of your date change request at least 3 working days before departure, you can follow below instruction:

1. Retrieve the booking details by:
   1. Click on “My Booking” and insert your offer number and email address;
   2. Click on the link of “Edit My Booking” shown on confirmation page
2. Complete your request in the form and submit it
3. Our Customer Service Executive will reply your email within next working day.

In addition, all changes must be made at least one working day before original departure; otherwise, Airlines will charge you an extra no-show fee or ticket will be considered as used. So, please kindly contact airlines directly for assistance in the event of non-office hours, public holidays.

Package bookings are non-changeable, non-endorsable and non-refundable once confirmed.

Once online transaction is completed successfully, the air reservation is made immediately and air ticket will be issued instantly. So you are advised to read through the fare rules carefully before you proceed to confirm your booking. All cancellation must be followed the “Fare Rules” of tickets.

For submission of your request of ticket cancellation at least 3 working days before departure, you can follow below instruction:

1. Retrieve the booking details by:
   1. Click on “My Booking” and insert your offer number and email address;
   2. Click on the link of “Edit My Booking” shown on confirmation page
2. Complete your request in the form and submit it
3. Our Customer Service Executive will reply your email within next working day.

Please be informed that some special tickets are non refundable. To proceed for ticket refund, besides of airline penalties based on fare rule, hutchgo.com will charge handling fee of HKD420 per ticket for cancellation.

In addition, please be reminded that all cancellation must be made at least one working day before original departure; otherwise, Airlines will charge you an extra no-show fee or ticket will be considered as used. No refund is allowed.

It may take an estimated 3 to 6 months before the credit appears in your account for air ticket refund processing. The preceding refund timeline is a guide for your reference only and shall not be binding upon hutchgo.com.

Package bookings are non-changeable, non-endorsable and non-refundable once confirmed.

Once your booking is completed, a confirmation page will be shown with our booking confirmation number. We will also email you to re-confirm your full itinerary. Besides, you can check your bookings by visiting the hutchgo.com homepage and clicking "My Booking".

Airlines may adjust their flight times and schedules according to various reasons such as weather, or operational need.

As a courtesy, we will make every attempt to notify you for the changes via email or by phone if your itinerary undergoes a schedule change prior to departure. However, please note all final arrangements are decided by airlines. Thus, we strongly recommend passengers to confirm their flights and check-in location directly with the airlines prior to each departure. Please kindly check your update flight time at Hong Kong Airport website (https://www.hongkongairport.com/eng/index.html) before your departure.

In view of the different immigration rules for different destinations, some of the destinations may need passenger to show their return ticket for immigration purpose. Therefore, we strongly advise passenger to keep a print out for own reference.

All the travel products are available for booking online. Should you have any questions, please contact our CS team at (852)3163 0800.

Please be informed that air tickets have to be used sequence. All tickets which are not in sequence cannot be used and airlines reserve the right to refuse boarding. For details, please contact our customer service hotline at (852) 3163 0800.

Passengers are responsible for any required travel documentation. Travel to international destinations almost always requires a visa. Please be aware that transit visas are required at certain airports — even for connecting flights. For most destinations, your passport or travel document must be valid for at least 6 months from your date of return. You should contact the embassy or consulate of the destination to which you are traveling for up-to-date advice on immigration and visa requirements. For a list of consulates in Hong Kong, click here.

Register hutchgo.com account and fill in MoneyBack card number when you purchase on hutchgo.com website. Every $10 spent on air ticket(s)(not applicable to booking of domestic helper and student tickets), hotel room(s), travel package(s) or related travel product including Travel Insurance, Pocket Wifi & Hong Kong Airport Express Services Tickets (Including all applicable taxes and surcharges) can earn 1 MoneyBack point. For more information, please click here