Frequently Asked Questions
FAQ - Hotel
Q1/ How can I obtain a quote for a flight?
Webjet HK cannot give any quotes over the phone, prices can only be found on the website.
Search flight prices via the home page www.webjet.com.hk.
To search: Type the destination city in the search box. Enter your travel dates and the number of people travelling, and then click the green 'Search Flights' button. A list of flights matching your specifications will be displayed showing prices, departure and arrival times and the available airlines. Watch the How to book flights at Webjet demonstration now.
Please note: Our search system automatically looks for return flights, if you want one way, select that flight type option. For multi-city trips, select “Multi City/Stopover” on the flight type option.
If booking one way international flights, depending on the destination, please ensure that you have all the relevant visa requirements. Some destinations may require seeing an airline ticket that shows your return flight home.
Q2/ What is my luggage allowance?
International Travel- For up to date information contact your airline before you travel as allowances vary greatly.
Some fares only allow hand luggage. If you are planning to take luggage that will not fit in the overhead cabin you need a ticket that allows checked luggage.
Any questions about bulky items, sports equipment (bikes, golf clubs, surfboards, musical instruments etc), or any dangerous items, (firearms, chemicals etc) will need to be taken up with the airline you are travelling with directly.
According to the Airline Operators Committee of the Hong Kong International Airport, it states that hand luggage carried onboard an aircraft must not exceed 56cm x 36cm x 23cm (22” x 14” x 9”).
Checked luggage is where your bag/suitcase etc is placed into the hold of the plane (as cargo).
"No" checked luggage means that you will travel with carry on hand luggage only (ensure you are aware of the weight restrictions that apply for the airline you are travelling with).
Allowance for Check-in Luggagefor Each Passenger
There are two systems:
(a) The Piece System - This system is applicable to passengers travelling to or from the USA or Canada. In general, passengers are allowed to carry two pieces of luggage forfree, provided that the weight of each piece does not exceed 32 kg and the size does not exceed the maximum dimensions allowed (which depends on which class the passengers are entitled to travel).
(b) The Weight System - This system is applicable to passengers travelling to or from places other than the USA or Canada. In general, the allowance for checked baggage is 40 kg for first class, 30 kg for business class and 20 kg for economy class.
For details of the free luggageallowance and excess luggagecharges, please contact the airlines concerned direct.
Airline contact information can be found in the following airport websites:
Q3/ I don't know if my booking is confirmed?
At the end of the transaction online, you should receive a booking confirmation email showing a Webjet Booking Reference number. If you do not receive this number:
· Check to see if a confirmation email is received. Even though the screen may go blank, the transaction may have gone through.
· If no Webjet Confirmation email can be found then please log back into your Webjet profile. Check to see if a new booking is listed in your booking history.
· If you receive a message on the screen that advises that part or all of your booking cannot be confirmed at this time, contact our Customer Service by email at firstname.lastname@example.org, we will be working on your booking and you will be advised within 24hrs of the status (normally by email). Your booking will show as "Not Yet Confirmed" under "My Bookings" in your profile.
If you have followed these checks and do not find a successful transaction, we suggest you contact us via email at email@example.com.
Once your transaction is confirmed, we will send you a confirmation email together with an e-ticket. If you haven’t received your confirmation email, please check your Junk Email box or email us at firstname.lastname@example.org supply your Webjet Booking Reference. We will then organize these details to be sent to you.
Q4/ How do I change a booking?
If your travel plans change and we have to change your previously issued ticket, Webjet HK charges:
HK$ 250 Webjet processing fee per ticket or rebook flight segments charges. Please note: The Webjet processing fee is charged in addition to the changes fee / penalties, and airline fees will apply which is subject to different airlines. However, some tickets may be non-refundable and unavailable for rebooking.
To request a flight, or hotel change or cancellation online, please send an email to email@example.com.
Please note:If your flight or hotel stay is less than 48 hours away we may need to direct you to the airline or hotel directly. Contact details will be provided during the online change process.
Q5/ How do I pay?
After searching Webjet HK, selecting then reviewing your travel itinerary, you will reach the checkout section. At checkout you will be shown applicable payment options depending on the items in your itinerary. Webjet HK accepts Visa, MasterCard, American Express and PayPal.
Please note:You must have the funds needed on your card at the time of booking, if funds are not available, ticketing will not take place and you may need to rebook. Webjet HK cannot guarantee that your original fares will still be available so rebooking may cost slightly more.
Flight payments will be debited immediately once your credit card has been processed, approved and authorized by your bank.
Q6/ How do I make a flight booking?
Watch the 'How to book flights at Webjet' demonstration now.
If you would like further clarification or experience any difficulties, please email us at firstname.lastname@example.org.
Q7/ Can I make an airline seat request online?
For international travel, seat allocation is generally completed by the airline at check-in. Visit your airlines website to see whether online check-in is available.
Online check-in is available for the following airlines:
Cathay Pacific online check-in available for Members of The Marco Polo Club / Asia Miles and Registered Usersand non-members. Check-in online with Cathay Pacific.
Dragonair online check-in available for Members of The Marco Polo Club / Asia Miles and Registered Usersand non-members. Check-in online with Dragonair
China Easternonline check-in available at 4:00pm one day before departure for adults with e-tickets for travelling domestically. Check-in online with China Eastern here.
British Airways Online Check-in available 24 hours before your flight departure time
KLM Check in Online service allows passengers to check in online from 30 hours before departure (24 hours for flights to the United States). Simply enter your e-ticket number and booking code at KLM.com. Check-in online with KLM
Virgin Atlantic Online Check In opens 24 hours before the scheduled departure of the flight and closes 2 hours before. The exception is flights out of London Heathrow, when check in must be completed 13 hours prior to departure to retain pre-assigned seats.
Air France Online check-in enables youto check in from 30 hours before your scheduled flight time, up until your flight’s Check-In Deadline.
Hong Kong Airlines ensures you to schedule departure between 2 hours and 36 hours prior to your flight. Online Check-in with Hong Kong Airlines right here.
At United Airlines, you may check in up to 24 hours before your flight.Check-in closes 45 minutes before flights within the U.S. and 1 hour before international flights. Check-in here.
Lufthansa allow you to check in from as early as 23 hours before departure, select your seat and conveniently print out your online boarding pass or have it sent to your mobile phone - at home, in the office or en route, for yourself and any passengers travelling with you who are aged two or older. Online Check-in with Lufthansa.
Qantas International Online Check-in 24 hours and 2 hours before your flight departure.Once you have the details, check-in online with Qantas.
Jetstar will allocate seats prior to departure. Email our Customer Service at email@example.com with your Webjet Booking Reference number and specific seat requirements and we will do our best to accommodate your needs.
If you would like to make a seat request, please contact the airline directly. If you require further clarification please email us at firstname.lastname@example.org
Q8/ How do I access my profile and itinerary?
Members please click here or select the "MY Profile" tab on the top right corner of the page.
You can now login as an "Existing Member" by entering your email address and password and then click the blue “Log In” button. From here you can review your member details or click on 'My Bookings' to access your booking history.
Can't Login?Make sure 'Caps lock' and 'Num Lock' aren't on (on your keyboard) as passwords are case sensitive. Still having problems? You can email Webjet HK at email@example.com.
Q9/ Can I book travel originating outside Hong Kong?
At Webjet HK you can only book flights to almost every airport in the world from Hong Kong or China domestic flights. Simply perform a search to see if airfares are available.
Q10/ How do I book an itinerary with multiple stops?
For multi-city trips, select “Multi City/Stopover” on the flight type option in the flight search box. This will direct you to a page where you can select multiple international destinations and dates.
If you have any enquiries regarding multi city/stopover flight, please email us at firstname.lastname@example.org.
Q11/ How can I determine flight availability?
To review available flights, departure times, arrival times and a choice of airlines, simply use Webjet HK’ssearch function on the website: www.webjet.com.hk/air-tickets/ for English, and www.webjet.com.hk/air-tickets-tc/ for Chinese.
Webjet HK has access to the live inventory for almost every major airline all over the world.
Q12/ How can I find sale fares?
From time to time airlines release cheap fares for travel within specific departure dates. There are several ways Webjet HK keeps customers up to date on these flight deals:
Join the Webjet HK mailing list – Webjet Mail at top right hand corner.
Visit our homepage as flight specials and offers will be mentioned here
Check out the flight specials pages for a range of fares across the globe. These can be found under the flights tab on the homepage.
“Like:” Webjet.com.hk on Facebook
Please note: Salefares may not apply to all flights. Please ensure that when you search, the travel dates you are selecting meet the terms and conditions advertised.
Q13/ What taxes apply to my airfare booking?
All applicable airfare taxes will be displayed during the booking process. On the checkout section, you willbe shown a trip cost review, including a breakdown of ticket price and the applicable taxes and fees.
Please note: additional airline fees for baggage may apply.
Q14/ Can I make a booking for someone else?
Yes, anyone can create a booking for the travelling passengers. When it comes to the checkout section, namefields will be blank, so please update that area with the name of the person that will be travelling. You will then need to read the terms and conditions and tick the acceptance box.
You can use your credit card to make bookings for other people. Webjet HK reserve the right to carry out security checks when we feel it is necessary. This is a measure taken to protect you - the card holder and Webjet HK.
Q15/ Do I have enough time to make suggested connections?
Webjet HK is committed to offering you the cheapest flight deals for your trip. Sometimes this requires achange of airports at your transfer city (for example you fly from Hong Kong via Beijing and the flight from Hong Kong gets you into Beijing airport and the connecting flight leaves from Beijing airport). We only show you connections where you should have enough time to transfer between the airports. We only recommend those offers to seasoned travelers as there is always a risk of traffic delays or other unforeseen matters that may prevent you from making the connection. Furthermore you need to be aware of Visa regulations, as these transfers require immigration into the country and therefore you might need an immigration visa rather than a transfer visa. Changing airports can be a great way of saving money but please be aware of the possible hassle that comes with the savings.
Q16/ Which security measures are in place to protect my credit card data?
We want you to feel safe and secure booking your travel with us online. For this reason, we use Secure Socket Layer (SSL) technology to encrypt your credit card and other sensitive information when you make reservations for flights. The process of encryption prevents unauthorized individuals from viewing your information as it is securely transmitted over the Internet. Once received, your credit card information is not transmitted over the Internet again.
Q17/ I have a confirmation email with booking reference number, does this mean my air ticket is issued?
Within minutes of booking, you will receive an email confirmation with a booking reference number which means that your reservation is successfully completed. One of our experienced customer services staff members will begin processing your booking. During the quality check and ticketing process, our staff (among many other things):
- Check for accuracy of the booking and ensure that no spelling errors occurred, the right airports are selected and that the minimum connecting times at the airports meets the airlines’ standard requirements
- Double-check if we can find an even cheaper fare for your requested flights at the point when we issue your e-ticket(s) and let you know in case that happens
- Match the billing address and other credit card data provided by you with the data provided by credit cards
- Get credit card approvals to issue the e-tickets
If during this process any questions come up, we will contract you by phone or email to clarify the issue. After all is cleared, will issue the e-ticket(s) to your email within 24 hours.
If you don not receive emails as outlined above, be sure to check your Junk Email box. If they are notpresent, then email email@example.com and we will arrange confirmation.
Please note: The airline booking reference is different to your Webjet Booking Reference Number.When checking into your flight online, use the airline confirmation number, not the Webjet Booking Reference.
Q18/ How can I check my booking status?
Members please click “My Profile” on the website.
You can now login as an “Existing Member” by entering your email address and password and then click the blue login button. From here you can review your member details or click on “My Bookings” to access your booking history.
Can’t Login? Make sure “Caps lock” and “Num Lock” aren’t on (on your keyboard) as passwords are case sensitive. Still having problems? You can email Webjet HK at firstname.lastname@example.org
Q19/ What if I have a special meal preference?
After you make your reservation and received our confirmation that the e-tickets have been issued, mostairlines will allow you to call them directly to arrange your special meal request. Webjet HK customer services centre will be happy to assist you in requesting a special meal, simply email email@example.com. Please mind that some airlines don’t provide special meals at all.
For detailed information on special meal preferences and other services by the airline, check out their website or call them.
Q20/ Will I learn Frequent Flier miles for tickets purchased through Webjet HK?
You may be eligible for Frequent Fliers miles directly from your airline; however, eligibility is contingent upon the individual airline’s rules. Frequent Flier miles may not be available for some deeply discounted fares. In order to verity eligibility, present your account information at the check-in counter prior to the departure of your flight.
Q21/ I want to cancel my reservation, what should I do?
Please note: some flight tickets are non-refundable, as per the airlines fare rules.
If you wish to cancel your reservation and inquire about refunds on your particular tickets, please submit yourcancellation request to firstname.lastname@example.org
If the airline allows a refund, we will notify you of any penalties or fees involved in the cancellation of your tickets, and will advise of the total amount available for refund within a quote, emailed in response to your cancellation request.
Webjet HK charges a HK$ 250 cancellation processing fee per person on top of any cancellation penalties imposed by the airlines. Please read and acknowledge our terms and conditions before purchasing air tickets.
Q22/ I have not received a confirmation email? What should I do?
Your booking reservation confirmation should have been sent to you via email within minutes after the ticket is processed. If you have not received any confirmation email from us, please email email@example.com. One of our customer services staff members will be happy to assist you, and provide a confirmation email.
Q23/ When will I receive my ticket?
Your e-tickets will be issued within 24 hours. In the meantime you can check your booking status at Webjet HK on the “My Profile”. After login, all you need to do is put in your booking reference number that you received with your first confirmation email and your last name and you will see all the details including ticket number once the e-ticket(s) are issued.
Q24/ Does a stopover cost more?
Normally, the cost of a stop over on your itinerary will be included in the
If you would like further clarification or experience any difficulties,
please email us at firstname.lastname@example.org.
Q25/ Where is the Security Code?
For credit card security purposes you are now requested to provide the card security number when using a credit card for online bookings.
What is Security Code and why do we need to input?
Security Code is security features for credit or debit cardonline transactions, providing increased protection against credit card fraud. It is a three- or four-digit value printed on the card or signature strip. Only card holder is able to view such code on the card.
Please click here for more details to the Security Code.