Frequently Asked Questions
  1. How to activate my account?

    After you have completed the online sign-up, an activation email “One More Step to Go” will be sent to your registered email account (Please check all folders including inbox, junk mail etc.) with an activation link. You are required to activate the account within 72 hours. After clicking the link, you will receive a Welcome email which confirms your account is successfully activated. If you have missed or failed to receive the activation email, please click HERE and follow the instructions to complete the activation process.

  2. Do I earn reward-U points on my entire purchase?

    No, only base fares are eligible for earning points. You cannot earn points for government imposed taxes and fees. You can also earn points when purchasing extra ancillary items online, like baggage allowance, SMS Itinerary, pre-purchased Meals, Priority Check-In, and advanced Seat Selection.

  3. If I paid the air ticket for my family and friends, can I earn points from their tickets?

    Since reward-U points are credited to each individual flyer, only the points associated with your transaction will go into your account. It is possible to pool your accounts however with a Captain & Crew account.

  4. If I didn’t or can’t fill in my member ID while booking the flight, how can I claim the missing points?

    If it is for a future flight, you may go to Manage-My-Booking in the HK Express website to insert your flight details and member ID before departure. Alternatively, it can be inserted by our ground staff at the check-in counter.

    If you have already flown, please logon to your reward-U account and input the flight details at Your Account > Claim Missing Points page 30 days after you finished your flight.

    If you cannot fill in your member ID, please confirm if your account information matches with your information in the booking. If they are different, you can send a copy of your passport to Guest.Relations@reward-u.com, we will help you update your account information.

  5. How many points do I need to redeem a flight in HK Express?

    The amount of points required is directly tied to our current fares. When fares are lower, the number of points required will also be lower. You can go to Redeem Points > Points Calendar to check for the number of points required to redeem the flights.

  6. Why did I lose all my reward-U points?

    It sounds like you joined a Captain & Crew account.When you become a Crew member, all the reward-U points that are currently in your account and any future points that you earn will be transferred to your Captain's account.If you have not done so and still missing points, contact us.

  7. I have claimed the missing points after finishing my flights, why did only one of the flights get credited to my account?

    Since points are credited based on each sector, to claim missing points for multiple flights, members have to submit applications for outbound and inbound flights separately, which means members have to submit two applications for a round trip journey.

  8. How can I redeem a HK Express flight with my reward-U points?

    You can logon your reward-U account and go to Redeem Points > How to Spend your Points to redeem your flight. You can also make a booking on HK Express website and choose Redeem Points as a payment option.

  9. Can I collect points from my family members or friends?

    Yes. You can join a crew with them. When they assign you as their captain, their points will be transferred to your account.

  10. If I leave a crew, can I join another crew immediately?

    No. You need to wait for a year from the date you joined the previous crew. To check the exact date, you can check the Your Crew tab.

  1. Are all my spending on the air ticket eligible for earning reward-U points?

    No, only base fares are eligible for earning points. You cannot earn points for government imposed taxes and fees. You can also earn points when purchasing extra ancillary items online, like baggage allowance, SMS Itinerary, pre-purchased Meals, Priority Check-In, and advanced Seat Selection.

  2. Are all flight tickets eligible for earning reward-U points?

    If you book through the HK Express website and mobile app, all fares are eligible for earning points. Booking through travel agents or websites other than the official HK Express website or app may result in earning fewer or no reward-U points, so we suggest you to book through HK Express website or app to guarantee you will earn points.

  3. I have purchased my flight via the sales counter / travel agency. How can I earn points for this flight?

    You can provide your reward-U member ID to the sales counter or travel agency. Or before you fly, you can go to Manage My Booking on the HK Express website and enter your reward-U ID.

    After you have flown, you can also logon to your reward-U account and go to “Claim Missing Points” page to input the flight details.

  4. I have included my reward-U member ID in my HK Express flight booking. Why can’t I receive the points for my flight?

    Sometimes it takes up to 30 days to credit the points into your account. Please wait and check 30 days after you finished your flight.
    If there is still no points in your account after 30 days, you can go to Claim Missing Points and fill in your flight details.

  5. If I paid the air ticket for my family and friends, can I earn points from their tickets?

    Since reward-U points are credited to each individual flyer, only the points associated with your transaction will go into your account. It is possible to pool your accounts however with a Captain & Crew account.

  6. Can I collect points from my family members or friends?

    Yes. You can join a crew with them. When they assign you as their captain, their points will be transferred to your account.

  7. How long does it take to credit the points into my account?

    It can take up to 30 days for the points to be credit to your account after you finished your flight.

  8. Can I earn points by flying any other airlines?

    At the moment, reward-U points can only be earned by flying HK Express.

  9. If I use reward-U points to redeem a ticket, is that flight ticket eligible for earning points?

    No. Only flight tickets that are fully paid are eligible for earning points.

  1. If I didn’t or can’t fill in my member ID while booking the flight, how can I claim the missing points?

    If it is for a future flight, you may go to Manage-My-Booking in the HK Express website to insert your flight details and member ID before departure. Alternatively, it can be inserted by our ground staff at the check-in counter.

    If you have already flown, please logon to your reward-U account and input the flight details at Your Account > Claim Missing Points page 30 days after you finished your flight.

    If you cannot fill in your member ID, please confirm if your account information matches with your information in the booking. If they are different, you can send a copy of your passport to Guest.Relations@reward-u.com, we will help you update your account information.

  2. If I forgot to claim the missing points more than 180 days after my flight, what can I do?

    Missing point requests which have exceeded the 180 days claim period will not be accepted.

  3. I have claimed the missing the points after finishing my flights, why is only one of the flights credited to my account?

    Since points are credited based on each sector, to claim missing points for each flight, members have to submit applications for outbound and inbound flights separately, which means members have to submit two applications for a round trip journey.

  4. I have submitted a claim for missing points, however, the status is shown as “Invalid”. Why?

    Status is shown as “Invalid” may be attributed to three reasons:

    First, you submitted wrong information such as flight number, departure city, arrival city or departure date while claiming the missing points. Please check your submission details once again, if the information is incorrect, please claim the missing points once again.

    Secondly, your flight is paid by reward-U points. Flights paid by reward-U points, whether full or partial, shall not be eligible for earning points. Therefore, you are not able to claim missing points for the flight.

    Or, if you still receive an “Invalid” message, your points may have already been credited for your flight.  If you would like to review the transaction records, you may visit My Account > Latest Transactions on reward-U website.
     

  1. What can I redeem with my reward-U points?

    Your reward-U points can currently be redeemed on any HK Express flight. We are now working to bring you new ways to use your points! Stay tuned and visit our website for the latest news.

  2. How can I redeem a HK Express flight with my reward-U points?

    You can logon your reward-U account and go to Redeem Points > How to Spend your Points to redeem your flight. You can also make a booking on HK Express website and choose Redeem Points as a payment option.

  3. How many points do I need for a reward flight?

    You just need a minimum of 40,000 reward-U points before you can use your points.

  4. How many points do I need to redeem a flight in HK Express?

    The amount of points required is directly tied to our current fares. When fares are lower, the number of points required will also be lower. You can go to Redeem Points > Points Calendar to check for the number of points required to redeem the flights.

  5. Can I use reward-U points to redeem flights on other airlines?

    Presently you can only use points to redeem flights on HK Express, but we'll be adding other partners soon! Please visit our website for the latest news.

  6. If I don’t have enough points, can I use points and credit card together to settle the payment?

    Yes. If you have a minimum of 40,000 points, you can use your credit card to cover the rest of the payment.

  7. After I have made my redemption booking, can I use my points to redeem extras, such as baggage allowance, travel insurance etc.?

    No, you cannot redeem extra by points after you have made a redemption booking. However, you can go to Manage My Booking and pay any optional extras by credit card.

  8. Can I redeem points to pay the government imposed taxes and service fees for flight redemptions?

    As we collect the government imposed taxes and service fees on behalf of corresponding parties, your points can’t be used to pay for these items.

  9. Can I redeem my points at sales counters / travel agents / call centre?

    You can only redeem your points online either via the member portal How to Spend your Points or when you make a booking at HK Express website. You are not able to redeem your points at the sales counters / travel agents / call centre.

  10. Can I redeem my points through the Guest Service hotline?

    No. You can only redeem your points online.

  11. Am I able to make changes to my redemption booking?

    Yes. Any changes are subject to the restrictions on the fare type purchased. Fee’s may be incurred for changing your ticket. It is not possible to pay for any change fees using your points.

  12. Can I cancel my redemption booking?

    You can cancel your redemption booking, but redeemed points will not be credited back to your account, so think carefully before you redeem.

  13. If I cancel a redemption flight, can I get my points refund?

    If you cancel your redemption flight, your points will not be refunded, so please think carefully before redeeming your points.

  14. If HK Express cancel a flight that I have redeemed, will my points be credited back to my account?

    Under this rare circumstance, points will be credited back to your account or provided alternative travel options.

  15. Can I use my points to redeem flights for my family and friends?

    Yes, you can make redemption flights for your family and friends.

  1. What is my reward-U ID?

    reward-U ID can be classified into two types — reward-U number and reward-U email ID . When you sign up, you will be assigned a reward-U number. Additionally, the email address that you provided when signing up will be your reward-U email ID. The information will be shown in your Welcome email.

  2. What should I do when I forget my password?

    You can simply click Forgot password from the home page and you will receive an email to reset your password.

  3. I forgot my member ID. What should I do?

    You can click here and answer questions about yourself, and allow us up to 3 working days to contact you.

  4. How can I change my password?

    You can log on to the reward-U member portal, click on Your Account > Update Profile, then follow the instructions to reset the password.

  5. When will my points expire?

    Your reward-U points will expire 3 years from the month that the activity is carried out. For example, if you earned the points on April 15, 2016, they would expire on April 30, 2019.

  6. Where can I see my account activity and check my points balance?

    You can check by logging on to the reward-U member portal and click on Your Account > Latest Transactions.

  7. How can I retrieve my membership details?

    All the information that you have provided to us is shown under Your Profile. If you would like to make any amendment, you can simply edit the relevant details.

  8. Will I receive a reward U membership card?

    We will not send any physical reward-U membership card, but you can Print Your Own Card here.

  9. How to activate my account?

    After the online sign-up, an activation email “One More Step to Go” will be sent to your registered email account (Please check all folders including inbox, junk mail etc.) with an activation link. You are required to activate the account within 72 hours. After clicking the link, you will receive a Welcome email which confirms your account is successfully activated. If you have missed or failed to receive the activation email, please click HERE and follow the instructions to complete the activation process.

  1. What is reward-U Crew?

    You can join a reward-U Crew with a maximum of 4 other members and you can earn points as a team. All the points from the Crew members will be transferred to the Captain. The Captain can decide how to use the points. By pooling the reward-U points together, the Captain will determine how to redeem the points.

  2. How can I form the crew?

    You can go to Your Crew and assign your Captain through inserting his reward-U ID. You will then see the Captain appear in the Your Crew tab when you log on to your account.

  3. How many reward-U members can be in a Crew?

    A total of 5 reward-U members can be part of the Crew, the Captain and 4 crew members.

  4. Who can form a Crew?

    All reward-U members are able to form a Crew with your family members or friends.

  5. Can I assign myself to be the Captain?

    No. The Captain needs to be assigned by crew members.

  6. If I am the Captain, can I assign my crew members?

    No. If a member would like to join a crew, he needs to assign his Captain through inserting his reward-U ID. A reward-U Crew is formed immediately.

  7. When I join the Crew, can I keep the reward-U points that I currently have in my Account?

    No. When you become a Crew member, all your reward-U points will be transferred to your Captain’s account.

  8. If I leave a crew, can I join another crew immediately?

    No. You need to wait for a year from the date you joined the previous crew. To check the exact date, you can check the Your Crew tab.

  9. If I become the Captain, what can I do?

    If you are the Captain, all your Crew members’ points will be transferred to your account, and you can manage and use all points.

  10. Can I be a Captain of more than one Crew?

    No. You can only be the Captain of one Crew at any time.

  11. When will the points expire after they have transferred to the Captain’s account?

    Once the points are transferred to the Captain’s account, they will have a 3-year expiry date from the date of transfer. All the points will be expired at the end of the month. For example, if I transferred the points on April 15, 2016, they will be expired on April 30, 2019.

  12. I have assigned a Captain but when I logged in, I couldn’t see the Captain in my account. Why?

    As the person you assigned is able to choose their crew member and decline your request. Once they reject your request, you are not able to see any details of the Captain in the Your Crew tab.

  13. It seems I lose all my reward-U points. Why?

    When you become a Crew member, all the reward-U points that are currently in your account and any future points that you earn will be transferred to your Captain's account.

  14. If I were removed from the Crew, can I get back all my points?

    No. Once you have joined a crew, all your points will be transferred to the Captain’s account. Even if you leave the crew, your previously earned points will remain with your Captain.

  1. Why should I join reward-U?

    Joining reward-U will enable you to earn 10 reward-U points for every HK$1 spend on booking flights with HK Express, excluding some fees and taxes.

  2. Is there a minimum age requirement to join reward-U?

    Yes. Membership to reward-U is open to anyone over the age of two years (parental or legal guardian consent is required for persons under 18 years).

  3. How do I sign up for reward-U?

    You can now join reward-U online. Once your application has been processed, you will receive an activation email. Please remember to click into the email to activate your account, you are able to earn and check your reward-U points.

  4. Is there an annual fee for reward-U?

    No! There is no membership fee or joining fee.

  5. How can I cancel my reward-U membership?

    We’re sorry that you want to leave us. If you really must, just click here and complete the fields and submit, that’s it. Once you do this your reward-U points will become invalid.

  6. What will happen to my member account if I cancel my membership?

    If you cancel your reward-U membership, all your points will be forfeited.

  7. What will happen to my existing points in my account once I have cancelled my membership?

    Once you cancel your reward-U membership, all your points will be forfeited.

  8. After I have cancelled my membership, can I still redeem my available points balance?

    Once you have cancelled your membership, you will not be able to redeem your points.