Hong Kong (HKG) Airport

Guest Services and Help

 Change Airport

CUSTOMER SERVICE CENTERS are located at the Check-in Hall between Aisle E and F in Terminal 1, and between Aisle N and P in Terminal 2. They offer assistance to departing passengers on airport facilities locations and other inquiries.
Another Customer Services Center is located at the Arrivals Hall before the Immigration Counters, providing service to transit and arriving passengers.
Furthermore, Airport Information Booths are scattered around the airport terminals, offering a variety of guide maps and other information.

Help and courtesy phones - Nearly 180 help and courtesy phones are installed throughout the terminals, including the entrances along the Departures Curbs.

Guest Services encompass some of the following services:
Airport Ambassador
Ancillary Passenger Services (Baby Stroller Rental, Conveyance of Documents, Electric Vehicles, Facsimile Service, Meet & Assist Service;
.......................................Photocopying Service, Unaccompanied Minors Service, Wheelchair service)
Customer Services Centers
Health & Medical Services (see "Emergency")
Help & Courtesy Phones
Hotels: Hong Kong Hotel Association Information counters
In-Terminal Transport (see "Shuttles: intra-Terminal")
Internet & Business Facilities (see both "Internet" and "Business Services")
Lost & Found (see "Lost & Found")
Miniature Gardens & Resting Lounges
Money Exchange & Banking Services (see "Banking ATM" and "Currency Exchange")
Nursing Rooms
Photo Kiosks Max Site Photo Automat - Terminal 1, Departures Check-in Hall, Level 7
Police Report Centers (see "Security")
Post Office
Prayer Rooms
Public Phones
Shoe Shine - 2 Kong Kong Shoe Shine Kiosks at Terminal 1, post-security, Departures Check-in Hall, Level 7 Shops (see "Restaurants and Shops")
Shower & Pay-in Lounge
Smoking Lounges (see "Smoking")

ANCILLARY PASSENGER SERVICES:
1. Airport Ambassadors are stationed at high-traffic locations throughout the terminals to offer immediate assistance to passengers in need. Wearing a welcoming smile and easily recognizable uniform (red jackets), they are always at your service: answering inquiries and giving directions, offering assistance and promoting passenger safety.

2. Baby stroller rental - contact your travel agent, airline, airline’s handling agent or Worldwide Flight Services, which operates a 24-hour hotline (+852 2261 2727) and a line for regular service inquiries (+852 2122 9813).

3. Conveyance of documents - a service to carry documents or air tickets to transit passengers inside the restricted area in Terminal 1 - provided by Worldwide Flight Services. Call the 24-hour hotline (+852 2261 2727) or the line for regular service inquiries (+852 2122 9813).

4. Electric vehicles - At reasonable charge, a fleet of 14 electric vehicles operates in the restricted area of the Arrivals and Departures Levels to carry passengers to/from the aircraft gates. Departing passengers can obtain service at the two service counters at both ends of Departures East Hall, Level 6, Terminal 1, while arriving passengers can call the 24-hour hotline (+852 2261 2727) or a line for regular service inquiries and reservations (+852 2122 9813).

5. Facsimile service - at Aisle H in the Check-in Hall on Level 7 of Terminal 1 at a reasonable cost. Call the 24-hour hotline (+852 2261 2727) for inquiries.

6. Meet and Assist service- When you are leaving, dedicated staff can meet you at the Ground Transportation Center (GTC) or car parks and help you get to the Check-in Hall and aircraft departures gates. Arriving passengers can be met at the aircraft gate and helped all the way to the GTC or car parks. There is a reasonable charge. Call the 24-hour hotline (+852 2261 2727) or the line for regular service inquiries (+852 2122 9813)

7. Photocopy Service - at Aisle H in the Check-in Hall on Level 7 of Terminal 1 at reasonable cost. Call the 24-hour hotline (+852 2261 2727) for inquiries.

8. Shower & Pay-In Lounge - The Plaza Premium Arrival Lounge is located at the central access way(non-restricted area) between the two terminals. It offers a wide range of relaxations, including hot showers, all day food and beverage and beauty and massage services. The new lounge is the first lounge tailored for all passengers and airport users. It is easily accessible from Terminal 1 via the newly opened central access adjacent to the Airport Express Station (To City) or from Terminal 2 near the Coach Station Hall on Level 3. E-mail: enquiry.pplh
Location : Level 3, Ground Transportation Center - near Airport Express Station (To City) or Coach Station, Terminal 2. Open 24/7.

9. Unaccompanied Minors Service - to guide and assist juvenile passengers (under the age of 14). Departing minors are accompanied from the Ground Transportation Centre (GTC) or car parks, all the way to the Check-in Hall and the departures gate. Arriving young passengers can be met at the arrivals gate and escorted to the GTC or car parks. This service can be procured through your airline, travel agent or Worldwide Flight Services, which operates a 24-hour hotline (+852 2261 2727) and a line for regular service inquiries (+852 2122 9813).

IN-TERMINAL TRANSPORT:
1. The Automated People Mover (APM) takes passengers from Terminal 2 to Terminal 1 and between the East Hall and West Hall of Terminal 1. Traveling at more than 63 km/hr, this driverless electric train system carries about 7,200 passengers per hour, departing every 2-4 minutes.

2. Electric vehicles - At a reasonable fee, a fleet of 14 electric vehicles operates in the restricted area of the Arrivals and Departures Levels to carry passengers to and from the aircraft gates. Departing passengers can obtain this service at the two service counters at both ends of Departures East Hall, Level 6, Terminal 1, and arriving passengers can contact the operator at its 24-hour hotline (+852 2261 2727) or a line for regular service inquiries and reservations (+852 2122 9813).

Miniature gardens and resting lounges - Visit the miniature gardens and resting lounges located at the Arrivals West Hall, Meeters and Greeters Hall, or those along the Central Concourse. Green plants with comfortable seating and recliners are available tired passengers and visitors.

HOTELS - Hong Kong Hotels Association information counters - Visitors to Hong Kong can obtain up-to-the-minute information on hotel locations and room availability. The Association operates two information and hotel booking counters on the Arrivals Level in the Buffer Halls A & B of Terminal 1, immediately after the Customs Areas.
Telephone : 2383 8380 (Hall A); 2769 8822 (Hall B); Fax : +852 2362 2383. Email : info@hkha.org Open 6am-12pm. (Reservation centers at airport) or hrc@hkha.org (Main Office).
For details regarding business-related services of on-airport hotels, see "Business Services".
Visa & Tourist Information:

China Travel Service (HK) (CTS) is the place to get a Mainland China visa.

Taiwan resident re-entry visas, officially known as "Mainland Travel Permits for Taiwan Residents", are processed in about an hour. Other visas take 4-5 hrs, which is quicker than applications submitted downtown.

CTS' office in the airside restricted area in Terminal 1 only handles visa application for Taiwanese residents.
CTS' counter in the landside area handles all types of visa applications, and can also arrange hotel reservations in Hong Kong, Macau and all major cities in China. Tickets for cross-border bus services can also be purchased.

Taiwan resident re-entry visa, available at Room 5Z5331, Central Concourse, Level 5 (near Gate 27), Terminal 1
Telephone : +852 2261 2062; Fax : +852 2261 2069. Open 8:45am-10pm
If you lost an item, find help at the Lost and Found Office at Room 6T056 on Level 6 of Terminal 1, pre-security. The office provides lost property registration, storage, inquiry, and retrieval services for items lost in the terminals. You can make inquiries in person or by fax or email. Open 7am-11:59pm
Telephone : +852 2182 2018; Fax : +852 2182 2087; Email : Lost-f@hkairport.com

Note : If you have left anything on board an aircraft, please contact your airline.
The Post Office at Hong Kong International Airport is located in the Check-in Hall. In addition to the mail box at the Post Office, there are two other post boxes in Terminal 1 – one in the Departures East Hall (opposite the Disney Store) and one in the Departures West Hall (near Gate 41.
Pets are not allowed in the Airport, except working dogs, or if they are in a secure kennel. Each airline has different regulations, contact your airline well in advance. You will also have to contact the Chinese Embassy as to their rules regarding vaccination and documentation. Your vet might also be helpful.
Smoking in the terminals is prohibited by Hong Kong law, except in the designated smoking lounges at the restricted area of Terminal 1.