Frequently Asked Questions

1. Can I change my seat after checking in online?

Yes, you can change seats for you and your travelling companions after completing Online Check-In. If you have already selected your seats at the time of reservation, you can make seat changes by utilizing the "Change Seat" function on the confirmation page after completing your Online Check-In.

Elite members of The Marco Polo Club (Silver tier and above) can change their seats up to three times. All other passengers can change their seats once after checking in.

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2. How do I collect my boarding pass after Online Check-In?

You can easily collect your boarding pass at our Self Check-In Bag Drop Counter at the airport prior to your departure.

If you are departing from Hong Kong, you can also choose to print your boarding pass with our Self Check-In kiosks. These kiosks are located at Aisles D at Hong Kong International Airport.

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3. What are the earliest and latest times for collecting my boarding pass?

You can collect your boarding pass at the Hong Kong International Airport from 1 day up to 45 minutes before departure.

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4. How do I get assistance if I have problems during Online Check-In?

Simply call our eService Centre where we provide 24-hour phone support, in case you encounter any problems during Online Check-In.

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5. What do I need to present at the airport?

You must hold and present a valid ticket at the time of departure, along with your travel documents and check-in confirmation page.

Please note that you can be denied boarding and requested to purchase another ticket if your ticket is deemed invalid at the time of departure.

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6. Can I cancel my Check-In after checking in online?

Yes, you can cancel Check-In for yourself and your travelling. You can cancel Check-In by utilising the "Cancel Check-In" function on the "Flight Details" page or the "Online Check-In Confirmation" page after completing your Online Check-In.

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