Latest Health Guidelines for Travelers

With so many uncertainties surrounding COVID-19, we understand you might be concerned about your travel plans but rest assured we are here to help New York Pass holders


How is COVID-19 impacting my upcoming travel plans with my Hong Kong Pass? 

Unfortunately, in response to COVID-19, Hong Kong's sights and attractions are temporarily closed. We advise you to check attraction websites for the most up-to-date information.

Although your travel plans may be on hold, there's no need to worry - all unused passes now work for two years from the purchase date! We have automatically updated your passes to be valid for an additional year, so there is no need to contact us to confirm this change. You will not need to cancel your order and repurchase at a later date, as you will have plenty of time to visit once Hong Kong returns to normalcy.

I want to visit a different city once things open up after COVID-19. Can I exchange products?

If you are no longer planning on traveling to Hong Kong, we would like to offer you the opportunity to change locations. Please send us an email in the form on this page, and we will assist you with this inquiry

The Hong Kong Pass app says my pass is only valid for one year from purchase.  How do I confirm my new expiration date?

We’ve already extended all passes in our system to a 2-year expiration date.  In some cases where you’ve already downloaded your passes, the PDFs (or the app) will still show a 1-year expiration, but please note they will still work for 2 years.  On pre-purchased passes, in order to see the updated 2-year expiration, please follow these instructions:

  • On the PDF:  you will need to download a new copy from your email confirmation.
  • On the App:  you will need to delete and then re-install the Hong Kong Pass app again.  Once you have downloaded a new copy, you should see the extended expiration date.  

If you have any issues with the display of the new expiration date, just send us a note and we’ll assist you with these steps.

How should I prepare for my upcoming trip?

We recommend you check the travel advisory from your local authority and the World Health Organization's website for travel planning. 

We do advise checking opening times of attractions directly on the attraction website and if unsure we’re on hand to help through our various customer service channels, detailed below. 

We also know that your future travel plans may change, that’s why we’re offering 30-day free cancellation.  Plus, you have up to 2 years to start using your pass - and you don’t have to commit to the date in advance.  This means you can plan your sightseeing safely in the knowledge that you’re protected if things change.

Should I purchase a pass now for an upcoming trip?

Absolutely!  Our highly-rated Hong Kong passes remain available for advance purchase despite attractions being currently closed.  When our world-class cities reopen, we’ll be there for you! If you purchase a pass now, you can have peace of mind that:

  • Passes are at the lowest prices of the season and you can start your experience any time within 2 years from the time of purchase
  • We have a flexible return policy.  Passes purchased during this promotional period may be returned within 30 days, with no questions asked
  • You are supporting the tourism recovery effort and helping our family of attraction partners! 
  • Contactless scanning at the attractions - no need to exchange money or hand over a credit card

I have an escalated issue that needs to be resolved. How do I contact customer service?

You can contact us by filling in the short form here, or by calling us:

Toll-free within the US +1 800 887 9103
Toll-free within the UK +44 800 090 3140
oll-free within Australia +61 1800 316950
Toll-free within Mexico +52 (800) 2694359
From other countries 617-671-1000

WhatsApp (available 24/7 for text chat only) 1.617.932.6123

Customer service opening times

Monday - Friday: 8AM – 9PM EST

Saturday - Sunday: 9AM – 6PM EST