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FAQ
I have to take flight from Hong Kong airport, when should I take the shuttle bus so as to catch the flight?
Hong Kong airport authority recommended passenger arrives there 2 hours before the plane departure. There, in normal case, our passenger is suggested to get aboard the bus 3 hours before the flight departure. While in the occasion of public holiday and festival, it is suggested to arrive our boarding point a bit earlier from 3.5 to 4 hours before the plane departure.
How can I do if I spend more time on cross border / checking and missed the bus?
To ensure the bus schedule on time, there is maximum waiting time at Shenzhen Bay port boarding point for 20 minutes. If passenger missed the original bus schedule due to cross border processing issue, passenger can get on our next bus (provided that there is seat available) or through other travelling agency at your own expense. We are not liable for the cost involved.
I lost my stuff. How should I do?
Please contact our customer service representative and provide your journey details including ticket number, aboard / alight date & time, license plate number or driver characteristics, characteristics of missing stuff/baggage, contact information, etc. Macau HK Airport Direct service hotline (852) 3193 9188 Hong Kong (853) 6567 0900 Macau
Do I need to carry the luggage at immigration? Will I be riding on the same bus after immigration?
Passengers must carry all personal belongings and luggage at immigration. According to operation, passengers may need to board another bus after immigration. Appropriate management of operation would minimize waiting time at ports.
May I get on or alight anywhere instead of the boarding / alighting points?
For safety reason, passengers must get on / alight of the bus from our boarding / alighting points. Passengers can choose to get off at a station near their destination.
How many luggage can I bring aboard? Is there any restriction?
Every passenger can carry one piece of luggage for free. We reserve the right to refuse delivery for overweight, oversized luggage or carrying dangerous goods (flammable, explosive, highly corrosive, offensive, etc., animal and livestock and other items prohibited by the customs).
Shall I carry bicycle or baby & kids stroller aboard?
If passenger needs to carry luggage with irregular shape, please obtain the consent of our staff before collect the ticket. Bicycle or baby & kids stroller must be folded. Oversized luggage is required to have an additional luggage ticket. We reserve the right to allow or refuse the luggage for carry aboard base on actual space of the bus.
I lost my ticket, can I get another one with free of charges?
Please keep your ticket safely. In any case of lost of ticket, passenger is required to purchase for a new one.
If I missed my bus schedule, shall I get on the next one?
Passenger must follow the bus schedule printed on the ticket. Arrive the pick up point 15 minutes before the departure time. There is no refund for any absence.
How many seat available for your bus? Shall I choose for a seat?
The number of seats of our bus fleet is mainly 49. In normal cases, the seat will be allocated in sequential order. Random seat arrangement might be in occasion. We might have temporary adjustments according to the operation situation.
Would our service be terminated when tropical cyclone signal no.8 is hoisted?
We might not be able to make advance notice for service suspension due to severe weather conditions such as tropical cyclone signal no.8 or higher is hoisted, or red/ black rainstorm warnings, or any other reasons include but not limit to flooding and landslip; Customers may contact us for latest arrangement. Macau HK Airport Direct service hotline (852) 3193 9188 Hong Kong (853) 6567 0900 Macau