Frequently Asked Questions
  1. Why should I join reward-U?

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

  2. Who can join reward-U?

    Membership in reward-U is open to everybody over the age of 2. If you are between 2-18 years old you will need approval from a parent or guardian before you can sign up.

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

    Enrolment is only available online, but it’s really easy. Just click here.

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

    No! Membership to reward-U is free. What a deal!

  5. What is my reward-U ID?

    You have 2 reward-U IDs. When you sign up you will be assigned a reward-U number. Additionally, the email address that you provided at sign up can also be used. This is your reward-U email ID. Check your welcome email, the details are there.

  6. I signed up twice for reward-U membership. I would now like to consolidate the reward-U points to one account. What do I need to do?

    Complete the details in this link. We’ll take care of the rest and send an email to both emails once the points are transferred.

  7. After I’ve signed up, I received an email asking me to verify my email address. Why do I need to do this?

    We just want to make sure that you’re aware that you or someone close to you has signed you up to this great loyalty program.

  8. I forgot my password for the login page. What should I do?

    No problem, just click on the forgot password link on the home page and we’ll send you an email to reset your password.

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

    Click here, answer some questions about yourself, and allow us up to 3 working days to get back to you.

  10. When will my points expire?

    Your reward-U points will expire 3 years from the date of the activity being carried out. And to make it easier for you, they’ll expire at the end of the month. For example, if you earned the points on April 15, 2016, they would expire on April 30, 2019.

  11. How can I change my password?

    Log in to the reward-U member portal, click on Your Account / Update Profile, and follow the instructions, it’s that easy.

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

    Log in to the reward-U member portal and click on Your Account / Latest Transactions.

  13. How can I retrieve my membership details?

    All the information that you have provided to us is stored under Your Profile. If something is wrong, you can also edit your profile information.

  14. When will I receive my reward U card?

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

  15. Can I terminate my reward-U membership?

    Of course you can, but we don’t know why you’d want to. Simply click here and fill in your details.

  16. How to activate my account?

    After the initial 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. The link is valid for 72 hours and you are required to activation the account within the period. A welcome email will be sent to you to confirm your reward-U application is completed. If you have missed or failed to receive the activation email, please click “HERE” and follow the instructions to complete the activation process.

  1. How can I earn points?

    The number of points you earn is based on how much you spend on a ticket. reward-U points will only be awarded on the fare and not taxes and fees. When you purchase the following extras, you will also earn points, as long as don’t buy or upgrade them at the time of Airport Check-In: Check-in Bags, SMS Itinerary, pre-purchased Meals, Priority Check-In, advanced Seat Selection.

  2. Am I entitled to earn reward-U points for every flight ticket?

    Yes, if you book through the HK Express web site, even on our lowest promotional fares you will earn points. When you buy a Flex Fare, you will earn more reward-U points in addition to the other benefits that a Flex Fare provides. Booking through travel agents or web sites other than the official HK Express web site or app may result in earning fewer or no reward-U points, so to ensure you earn every point you deserve, always book through the HK express web site or app.

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

    As long as you provide your reward-U member ID, you will earn points without having to do anything. If you forget, then before you fly, go to Manage My Booking on the HK Express website and enter your reward-U ID. Otherwise, after you have flown, go to Claim Missing Points and fill out your details. It may take up to 30 days for the reward-U points to be credited but normally we’re faster than that. Booking through travel agents or web sites other than the official HK Express web site or app may result in earning fewer or no reward-U points, so to ensure you earn every point you deserve, always book through the HK express web site or app.

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

    Has it been 30 days since the flight? It sometimes takes a while to get the details to credit your account. Otherwise, it could be that the name doesn't match your reward-U profile or you have incorrectly entered your reward-U member ID (you can check your itinerary to be sure). If you have entered it incorrectly, don’t worry, you can still get the reward-U points by completing your details in Claim Missing Points. If you flew on a booking arranged by a travel agent, it is possible that they booked you in a way that doesn't earn points. Check with your travel agent to be sure, and to ensure you earn every point you deserve, always book through the HK Express web site or app.

  5. Can I transfer my points to my friends and family?

    Of course you can, just go to Transfer reward-U Points and provide their details. There are no restrictions on who you can transfer the points to or how often you can make a transfer as long as you have sufficient reward-U points. For this flexibility there is a charge of HK$250 for each transfer.

  6. My family / friends purchased a flight ticket using my reward-U ID. Who is entitled to the points in this case?

    Regardless of who paid for the ticket, only the traveller is entitled to earn points using their own reward-U member ID. It’s easy to sign up, just fill in the details and you’ll be a reward-U member in no time.

  7. Can I collect points from my family / friends to use?

    Yes. They can be part of your Crew when they assign you as their Captain. This is our version of a “friends & family” account.

  8. What else can I do to get more reward-U points?

    In time we’ll be adding great partners, but in the meantime keep a lookout for HK Express promotional activities where you can earn bonus reward-U points.

  9. I forgot to fill in my member ID when I booked my flight, what should I do?

    Don’t worry, just go to Manage My Booking, enter your booking and add your reward-U member ID; it’s that simple.

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

    At the moment, reward-U points can only be earned by flying HK Express. But we'll be adding partners soon!

  11. How long does it take the points earned to show up in my account balance?

    We give ourselves 30 days to credit your reward-U points, but normally we’re much faster than this.

  1. What is reward-U Crew?

    Excellent question, reward-U Crew enables you to pool your reward-U points with a maximum of 4 other members. Here all the points from the Crew members will be transferred to the Captain who will be responsible for how the reward-U points are spent. By pooling your reward-U points together, the Captain will be closer to redeeming a flight on HK Express.

  2. How do I get started?

    Go to Your Crew and assign who you want to be your Captain, (you will need their reward-U ID). They will get an email where if they accept, the next time you log in you will see the Captain of your Crew appear in the Your Crew tab.

  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 other members.

  4. How do I assign my Captain?

    Go to Your Crew and assign who you want to be your Captain, (you will need their reward-U ID). They will get an email where if they accept, the next time you log in they will see the Captain of your Crew appear in the Your Crew tab.

  5. Who can form a Crew?

    As long as you’re a reward-U member you can form a Crew. A Crew can consist of family members, friends or a combination of both. Just know that when you form a Crew, all your current and future reward-U points go the assigned Captain who then decides on how to use the points.

  6. How can I join a Crew?

    The good news is that you’re in control. To join a Crew you need to assign a Captain who will head up this Crew. You will need their reward-U ID to do this. If they want to accept this responsibility, the next time you log-in you will be able to see their details under the Your Crew header.

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

    When you are a Crew member, all of your reward-U points currently in your account will be transferred to your Captain to manage.

  8. How often can I change my selection?

    Once you have chosen your Captain, you need to wait for the anniversary of your initial selection before you can make any subsequent changes. To check your anniversary date, check the Your Crew tab.

  9. What does the Captain do?

    As a Captain you have a range of responsibilities. You decide who you want to be part of your Crew. You will be in charge of all the Crew’s reward-U points and will decide how best to use them.

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

    As the Captain of a Crew holds a lot of responsibilities, we only allow you to be the Captain of one Crew at any time.

  11. When do the points expire after they are transferred to the Captain?

    Once the points are transferred to the Captain, they will have a 3 year expiry date. And because we’re nice, the points will expire at the end of the month. For example, if I transferred the points on April 15, 2016, they would expire on April 30, 2019.

  12. What happens to my reward-U points after I assign a Captain?

    When you assign a Captain and the request is accepted, all the reward-U points that are currently in your account and any future points you earn will be credited to the Captain.

  13. I assigned a Captain but when I logged in I couldn’t see the Captain. Why?

    As the Captain of a Crew holds a lot of responsibilities, the person you assigned has the ability to decline your request. If they did not accept you into their Crew, you would not be able to see the Captain details in the Your Crew tab.

  14. Where have all my reward-U points gone?

    When you assign a Captain and the request is accepted, all the reward-U points that are currently in your account and any future points you earn will be credited directly to your Captain's account.

  15. The Captain removed me from the Crew. Where have all my points gone?

    When you assign a Captain, as part of the terms and conditions, all the reward-U points that you had at the time of assignment are credited to the Captain. All of your previously earned points will remain with your Captain.

  16. I am not happy with the way the Captain has spent the Crew’s points. What can I do?

    We're sorry to hear that you don’t like what the Captain is doing. If you can’t influence them, the only choice you have is to leave the Crew. After you leave the Crew, any future reward-U points you earn will be credited to your account. (But remember, all of your previously earned points will remain in your Captain's account.)

  17. I just flew and want to exit my Crew and have these points credited to my own account. How do I go about this?

    As these are two independent processes, we suggest that you submit your request to exit the Crew right away as this request is effective immediately. If the request to exit the Crew is processed before the flight is credited, the points will credit to your own account. If the flight is credited prior to your request to exit the Crew, the points will credit to the Captain's account.

  18. I seem to be contributing most of the points in the Crew, but I don’t seem to have a say with how they are used, what can I do?

    We're sorry to hear that you don’t like what the Captain is doing. If you can’t influence them, the only choice you have is to leave the Crew. After you leave the Crew, any future reward-U points you earn will be credited to your account. (But remember, all of your previously earned points will remain in your Captain's account.)

  19. The Captain removed me from the Crew. Can I join another crew without waiting for the anniversary date of my initial Captain selection to expire?

    You will not be able to join another crew until the anniversary date of your initial Captain selection. To see the date just go to Your Crew. In the meantime, enjoy being an individual, earning reward-U points and being in control of how you use them.

  20. I no longer like my Crewmembers, what can I do?

    I’m sorry to hear that. If you don’t like what the Captain is doing and you can’t influence them to remove certain Crewmembers, the only choice you have is to leave the Crew. Thereafter any future reward-U points you earn will be credited to your account.

  1. Where can I redeem my points?

    Your reward-U points can currently be redeemed on any HK Express flight. We are working on bringing you new and exciting ways to use your points soon!

  2. How can I redeem a HK Express reward flight?

    Either via the member portal How to Spend your Points or whenever you make a booking on HK Express, in the payment section there will be a tab to 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. Can I use points to redeem flights on other airlines?

    Presently you can only use points to redeem points on HK Express, but we'll be adding other partners soon!

  5. If I don’t have enough points, can I use points and credit card?

    Yes, as long as you have at least 40,000 points you can use your credit card to cover the rest.

  6. After I have made my redemption booking, can I add extras, such as baggage allowance, travel insurance etc.?

    Of course, go to Manage My Booking and select the extras to pay by card. We are working on adding the option to pay for these extras with reward-U points.

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

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

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

    You can only redeem online. The sales counters / travel agents / call centre will not be able to help because you should be the only person who knows your login details and password.

  9. Can I get the Guest Service hotline to help me with my redemption?

    You can only redeem online. Our Guest Service team will not be able to help because you should be the only person who knows your login details and password.

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

    Once a redemption has been made, changes cannot be made, so think carefully before you redeem.

  11. Can I cancel my redemption?

    You can cancel your redemption, but we will not credit back your points, so think carefully before you redeem.

  12. If I cancel a flight booking made using points, can I get a refund?

    If you cancel your flight redemption, we will not credit back your points, so think carefully before you redeem.

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

    In the unlikely event that HK Express is forced to cancel a flight you have redeemed, we will credit the points back to your account or give you alternative travel options.

  1. 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.

  2. 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.

  3. 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.

  4. 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.

  1. What is the Guest Service hotline for this Loyalty Program?

    You can contact our Guest Relations staff at T: (852) 3902 0288 or email us at guest.relations@reward-u.com.

  2. Where can I find the membership terms and conditions?

    Click here and we’ll take you there.

  3. Can the membership terms and conditions change?

    We don’t intend to change our terms and conditions often, but sometimes the environment changes requiring us to make amendments. We will let you know 60 days in advance when this does happen.

  4. How is my privacy protected?

    Put simply, we’ve got you covered. If you want to know more, you can read our Data Privacy statement.

  5. What information do you collect and how do you use it?

    We will store the information that you provided to us at the time of subscription (name, date of birth, place of residence, address, phone number), as well as your usage information of the reward-U site. When you quote your reward-U ID to earn points we will know from what activities the points are being credited. We will use this information to help decide on future destinations and providing future benefits and promotions.

  6. Does HK Express share my data under this Loyalty Program with third parties for marketing promotions etc.?

    In order for us to provide the most relevant offers to you from 3rd parties we may share aggregate data and sometimes mailing information as the communication may be faster coming from them. Understand more by reading our Data Privacy statement.