Frequently Asked Questions (FAQ)
FWD MAX members are eligible to make travel bookings on fwdmax.hutchgo.com MAX Travel Shop can support to make new bookings, takes booking changes and cancellations.
With MAX Travel Shop, you can book travel for anyone, as long as you are the FWD MAX member.
Within your booking, each adult is allowed to travel with up to 3 children and 1 infant, and a maximum 8 travellers per booking. You can make as many bookings as you wish.
If 'package' is selected in the search panel on the home page, this will return flight results followed by hotel results for the same date and it allows you to book both in the same booking transaction.
Multiple stopover flight booking is available at FWD MAX Travel Platform by using the ‘Multi-City’ Flight search option. Up to 6 flights are allowed in each multi-city flight booking.
Flight - The majority of international flight bookings can be booked for travel a minimum of one day in advance of the departure date but this varies slightly by airline. In the meantime, for multiple stopover flight, it may require up to five days in advance.
Hotel - You can usually book hotel accommodation for check in within the same day but this varies by hotel.
Booking flights on MAX Travel Shop is easy! Simply follow the steps in sequence to complete your booking.
- Select the 'Flights' button in the search panel on the top left of the home page or on the search box.
- Complete your required itinerary which includes type of fares (one-way, return, multi-city/ open jaw), destination, dates of travel and number of people travelling.
- The next page will provide you with a range of fares and flights from a wide variety of airlines. You can filter and sort your search results by price, departure time, landing time, airline and number of stops.
- Baggage information for each airline and flight details can be viewed from the respective links in each flight result.
- A breakdown of base fare, taxes and charges and the equivalent Hong Kong dollar value per flight ticket can be viewed by hovering over the average price per person section.
- Select your flights and enter the passenger(s) details. Complete the traveller information section. Complete the payment section by moving the Payment Slider to select the amount of MAX points to use and the Hong Kong dollar value will be automatically calculated in the box below.
- Accept the terms and conditions and privacy policy and submit.
- Complete your credit card details and pay.
- Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking. You will also be emailed your flight e-ticket.
Booking hotels online with MAX Travel Shop is easy! Simply follow the steps in sequence to complete your booking.
- Select the ‘Hotels’ button in the search panel on the top left of the home page or on the search box.
- Complete your required itinerary which includes destination, dates of stay, number of rooms required, and number of people of each room.
- The next page will provide you with a range of hotels and rooms to select. You can filter and sort your search results by hotel name, price, star rating, guest rating, accommodation type and area.
- A breakdown of room rate, taxes and charges and the equivalent Hong Kong dollar value per room can be viewed by hovering over the average room rate per night section.
- Select your hotel and view further details.
- Select a room type and complete the traveller information section. Complete the payment section by moving the Payment Slider to select the amount of MAX points to use and the Hong Kong dollar value will be automatically calculated in the box below.
- Accept the terms and conditions and privacy policy and submit.
- Complete your credit card details and pay.
- Your Booking Reference Number will appear on the booking confirmation page and a confirmation email will be sent to the email address you provided during booking with your hotel e-voucher.
MAX Travel Shop is equipped with a secure payment gateway, and will initiate a 3D secure fraud protection verification (VISA Verified by VISA, or UnionPay by SecurePay) as part of the online booking process. A One-Time Password (OTP) will be sent to the Principal Cardholder’s mobile phone and this OTP will be used to verify the Cardholder’s identity and authenticate the transaction during the booking process.
No. You will have to pay for the base fare, taxes and charges and the equivalent Hong Kong dollar value per flight ticket and the room rate, taxes and charges and the equivalent Hong Kong dollar value per room.
MAX Travel Shop allows you to pay by VISA or Mastercard or UnionPay in Hong Kong Dollars for your travel booking.
MAX Travel Shop is open from Monday to Saturday 9am – 7pm Hong Kong Time, excluding Sundays and Hong Kong Public Holidays. You can leave your inquiry outside of service hours via voice message or email to fwd.max@hutchgo.com . Our Travel consultants will reply in the next business day.
If you have successfully made a booking and see the booking confirmation page and Booking Reference Number on screen but do not receive an email confirmation within the next 2 hours, or your e-ticket or e-voucher in the next 48 hours, your email could be caught in an aggressive spam filter. Please check your spam folder. If you are still unable to locate the confirmation email / e-ticket / and vouchers, please call the MAX Travel Shop on 3192 0900 during service hours.
If you have submitted a booking but do not see the confirmation page, please call the MAX Travel Shop on 3191 0900 during service hours.
You can go to ‘My Bookings’ in the user menu on the left hand side of the header on MAX Travel Shop to re-print your itinerary and hotel voucher. To obtain a copy of your e-ticket, please call the MAX Travel Shop on 3191 0900.
Air miles and frequent flyer points can be earned from eligible flight tickets* if you are a member of the relevant program. You should enter your membership number of the designated frequent flyer programs when you process online check-in of your flight.
*Eligible flight tickets is subject to flight ticket’s fare class governed by airlines.
All amendments and cancellations to flights can be made via the MAX Travel Shop on 3191 0900 or fwd.max@hutchgo.com by email. All cancellations or amendments must be made at least three working days before original departure; otherwise may result in an extra no-show fee or ticket will be considered as used. No refund is allowed.
If you require an urgent change to your flight outside of the MAX Travel Shop’s service hours, please contact the airline directly.
Special note: Amendments and cancellations are subject to the conditions associated with the fare type purchased. Some fares do not permit amendment, cancellations or routing changes.
All amendments and cancellations to hotel can be made via the MAX Travel Shop on 3191 0900 or fwd.max@hutchgo.com by email.
Each hotel has different amendment and cancellation policy. Eligible cancellations or amendments must be made at least three working days before original check-in date; otherwise may result in full charge and no refund is allowed.
To change or cancel your online hotel booking (including a change to your check-in time, date, or requesting a late arrival) within 48 hours prior to the check-in time, please follow the instructions on your e-voucher regarding the most suitable contact number and call the hotel directly.
Amendment and cancellation fees can vary by supplier and will be advised by your travel consultant of MAX Travel Shop at the time of your request. In addition to the supplier’s amendment or cancellation charge, Amendment / Cancellation Fee of HKD420 will be charged per booking for hotel booking or per ticket for airline ticket booking. Please note that it is possible that total amendment or cancellation fees could exceed the cost of the original booking.
When a booking is cancelled, the Hong Kong dollar, less any applicable Cancellation fees, will be refunded to the Credit Card account that was used at the time of booking.
No refund will be reimbursed if the booking is not used.
If you have special needs, please call the MAX Travel Shop to discuss your needs and satisfy yourself after booking online. MAX Travel Shop can be contacted via phone on 3191 0900.
Typically, special service requests include:
- • Passengers who require mobility assistance to board/disembark the plane
- • Passengers who have had surgery recently
- • Passengers who have a medical condition
- • Passengers who are travelling with sharp objects i.e. needles and injection pens
- • Passengers who have a disability
- • Unaccompanied minors (children under 12 years old. Please note some airlines will not allow children to travel unaccompanied)
- • Passengers travelling with domestic pets
- • Travellers requiring interconnecting rooms
- • Travellers requiring a disability fitted room
The above special arrangements are subject to the services provided by the airlines.
This website is best viewed with the following supported browser types and versions: Internet Microsoft Edge or above versions, Firefox (latest non beta version), Chrome (latest non beta version).
For compatible browsers like the Safari Desktop (latest version), some features may not be available and / or presentation may be less than optimal, however eligible cardholders will still be able to complete a booking.
No, promotional code is only valid in the process of booking. A promotional code cannot be applied to a booking after the transaction has been completed.
The language display of trip advisor reviews depends on the language browser.
Each airline has its own baggage information and can be review at airline official websites. Besides, different class fare also obtains different baggage information, please review the baggage information in the flight details information box.
Low Cost Carriers, also known as discount or budget carriers, are the airlines that typically offer lower fares, a basic service and air tickets are often non-refundable. Example of Low Cost Carriers currently available on the FWD MAX Travel Platform are HK Express Airways, Jetstar Asia Airways, Jeju Air, Jin Air and Blue1, and continues to add new partners.
The amount of checked baggage included in a selected fare will vary depending on the rules of that carrier. For more information, you are review on the details box of the selected fare or please visit the official website of the respective airline.
Purchase of checked baggage allowance is available on MAX Travel Shop. If you would like to book additional baggage allowance at post-booking stage, you can also contact the MAX Travel Shop at 3191 0900 during service hours for enquiry or respective airlines directly.
Passengers booking for a student ticket should fill in passenger information and student ID with valid student supporting document (such as International Student Identity Card (ISIC) or a letter of acceptance from the school) or student visa upload to system for validation in order to complete online purchase.
Passengers have to present valid student supporting document or student visa at check-in counters and boarding gate for checking. Please make sure the validity of student supporting document or student visa during your travel period.
Providing invalid documents or the passenger name printed on the electronic ticket does not match with the student supporting document or student visa will both result in a penalty and / or denied boarding by the airlines. MAX Travel Shop takes NO liability for any loss to the passenger.
Passengers travelling with Student Fare Economy class can enjoy 23kg or above checked baggage allowances. The baggage size and piece restrictions may apply for both hand carry baggage and checked baggage and may vary between airlines.
Passengers should fill in passenger information and employment contract number with valid supporting document of employment contract or working visa upload to system for validation in order to complete online purchase.
Passengers have to present valid supporting document of employment contract or working visa at check-in counters and boarding gate for checking. Please make sure the validity of the employment contract or working visa during your travel period.
Providing invalid documents or the passenger name printed on the electronic ticket does not match with the employment contract or working visa will both result in a penalty and / or denied boarding by the airlines. MAX Travel Shop takes NO liability for any loss to the passenger.
Passengers travelling with Domestic Helper Fare Economy class can enjoy up to 30kg or above checked baggage allowances. Baggage size and piece restrictions may differ by airlines.
