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Baggage information for itineraries from/to the United States and Canada
* LB = Weight in Pounds, KG = Weight in Kilos, LI = Length in Inches, LCM = Length in Centimeters
Free hand baggage allowance
*Hand baggage allowance includes hand baggage item(s) and one accessory
*The maximum weight for each item of hand baggage is 10kg/22lb, subject to the maximum combined weights set forth below:
| Type |
Piece(s) |
Maximum total weight |
Size(length + width + height) |
| Business class |
2 |
18kg/40lb* |
*The dimensions of hand baggage item must not exceed 115cm/45in (56cm x 36cm x 23cm or 22in x 14in x 9in)
*The dimension of one accessory must not exceed
40cm x 30cm x 15cm or 16in x 12in x 6in.
|
| Premium Economy Class |
2 |
18kg/40lb* |
| Economy Class |
1 |
12kg/26lb* |
*Child & Infant:
- Child: Same as Adult’s hand baggage
- Infant without seat: hand baggage item up to 3kg/7lb (including infant food, diaper) with total dimensions not to exceed 56 x 36 x 23cm (22 x 14 x 9 in) and one fully collapsible stroller or carry-cot limited to cabin size. In case of not carrying in the cabin, the stroller or carry-cot will be handled as checked baggage without fee.
Free baggage allowance
| Type |
Piece(s) |
Maximum total weight |
Size(length + width + height) |
| Business class |
2 |
32kg/70lb |
The sum of total dimensions must be under 158cm/62inch
|
| Premium Economy Class |
2 |
23kg/50lb |
| Economy Class |
2 |
23kg/50lb |
*Benefits of additional free baggage may be applied during check in based on airline Lotusmiles/Elite Member status. For further details of these benefits, please visit our website https://www.vietnamairlines.com/vn/en/lotusmile/member-benefits/Tier-Benefits
, or check with Vietnam Airlines Customer Contact Center, the Vietnam Airlines office, or the travel agency where the ticket was purchased.
*Child & Infant:
- Child: Same as Adult’s free baggage allowance
- Infant without a seat: One piece with a maximum weight of 23kg/50lb and total dimensions do not exceed 115cm (45in) and one fully collapsible stroller.
Baggage charge
*Separate charges shall be applied for each kind of excess baggage: exceeding quantity limitation, exceeding size and exceeding weight. For further detail of baggage charges, please visit our website https://www.vietnamairlines.com/vn/en/travel-information/baggage/excess-baggage, or check with Vietnam Airlines Customer Contact Center, the Vietnam Airlines office, or the travel agency where the ticket was purchased.
*Free checked baggage allowance and excess baggage charges for relevant airlines can be checked on airlines' websites. When connecting with other airlines or flying with a code-share flight, the provision of other airline may apply in accordance with the applicable standards.
Special baggage
For further details pertaining to special baggage, please visit our website https://www.vietnamairlines.com/vn/en/travel-information/baggage/special-baggage, or check with Vietnam Airlines Customer Contact Center, the Vietnam Airlines office, or the travel agency where the ticket was purchased.
Ticket restrictions
Ticket changes
Ticket changes are subject to terms and conditions of the ticketed fare. Differences in fare and taxes/fees/charges amounts and additional change fees can occur due to changes of Reservation/Itinerary/Fare type/Validity/Booking Class/Boarding Date/Flight Number and so on. Payment for fare/taxes/fees/charges differences and change fees will be imposed in order to exchange/reissue the flight ticket. The imposed change fee is non-refundable.
If the fare regulation does not permit change, you will need to purchase a new ticket for your new itinerary.
Refunds
Refunds will be made in accordance with our Conditions of Carriage. If your ticket is completely unused, you will receive a refund equal the total fare paid, less any applicable service surcharges and cancellation and no-show fees.
If a portion of the ticket has been used, the refund will be the difference between the total fare paid and the applicable fare for the travel that has commenced, less any applicable service charges and cancellation and no-show fees.
Surcharges such as those for ticket changes, special services, ticket sales services, and passenger services will not be refunded or included in your refund.
*For itineraries to/from the United States:
- You can cancel your reservation and receive a full refund without a penalty within twenty-four (24) hours after the reservation is made if the reservation is made one (1) week or more before departure. After this twenty-four (24) hour period, the refund amount will be calculated based on the fare rules of the tickets.
- Refund authorizations for all eligible tickets purchased with credit cards from Vietnam Airlines will be forwarded to your credit card company within seven (7) business days of our receipt of a complete refund application from you. Please be advised that the credit card issuer will refund the purchase price under the terms of your credit card agreement; the refund transaction may take up to 2 billing cycles to reflect on your credit card statement.
- Refunds for all eligible tickets purchased with cash or check from Vietnam Airlines will be provided with twenty (20) business days of our receipt of a complete refund request from you, including refunding fees charged to a passenger for optional services that the passenger was unable to use due to an over sale situation or flight cancellation. If your ticket is purchased through a travel agency, please contact your travel agency for refund request.
For further details of our refund policy, please visit our website https://www.vietnamairlines.com/vn/en/legal/conditions-of-carriage, or check with Vietnam Airlines Customer Contact Center, the Vietnam Airlines office, or the travel agency where the ticket was purchased.
Notice
Carriage and other services provided by the carrier are subject to:
General conditions of carriage of Vietnam Airlines/Customer service plan/Applicable fare rules and conditions - which are hereby incorporated by reference. These conditions and rules may be obtained from our website https://www.vietnamairlines.com or from the issuing carrier.
Transportation of passengers and baggage on Vietnam Airlines is subject to the terms and conditions set forth in Vietnam Airlines’ Conditions of Carriage, in addition to any terms and conditions printed on or in any ticket, ticket jacket or e-ticket receipt. By purchasing a ticket or accepting transportation, the passenger agrees to be bound thereby. Incorporated terms may include, but are not limited to:
- Limits on liability for delay, damage, or loss of baggage, including fragile or perishable goods, and personal injury or death.
- Claims restrictions, including time periods within which a passenger must file a claim or bring an action against Vietnam Airlines.
- Vietnam Airlines’ rights to change terms of the Conditions of Carriage.
- Rules on reconfirmation of reservations, check-in times and refusal to carry.
- Vietnam Airlines’ rights and limits on liability for delay or failure to perform service, including schedule changes, substitution of alternate air carrier or aircraft, and rerouting.
For itineraries from/to Canada
If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.
Si l’embarquement vous est refusé, ou si votre vol est annulé ou retardé d’au moins deux heures ou si vos bagages sont perdus ou endommagés, vous pourriez avoir droit au titre du Règlement sur la protection des passagers aériens, à certains avantages au titre des normes de traitement applicables et à une indemnité. Pour de plus amples renseignements sur vos droits, veuillez communiquer avec votre transporteur aérien ou visiter le site Web de l’Office des transports du Canada.
Check-in
Please retain this itinerary receipt through your journey. It is required for check-in/ immigration/ customs purposes.
Passenger should present themselves for check-in at least 2 hours before scheduled departure time.
Notice - Overbooking of flights
Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation of the airline's choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, including failure to comply with the carrier's check-in deadline, which is available upon request from the air carrier, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and each airline's boarding priorities are available at all airport ticket counters and boarding locations.
Some airlines do not apply these consumer protections to travel from some foreign countries, although other consumer protections may be available. Check with your airline or your travel agent.
No-show & reservation cancellations
If your travel plans change, please contact our office and our agents to reschedule flights. Please be aware that if you fail to show up for any flight without prior notice (no-show), we may cancel your return or onward flight reservation.
Coupon sequence
The ticket will not be honored and will lose its validity if the flight coupons, or in the case of an electronic ticket, an electronic coupon, are not used in sequence from the place of departure as shown on the ticket.
Data protection notice
Your personal data will be processed in accordance with the applicable carrier’s privacy policy and, if your booking is made via a reservation system provider (GDS), with its privacy policy. These are available at https://www.iatatravelcentre.com/privacy or from the carrier or GDS directly.
You should read this documentation, which applies to your booking and specifies, for example, how your personal data is collected, stored, used, disclosed and transferred.
Advice to international passengers on limitations of liability
Passengers embarking upon a journey involving an ultimate destination or a stop in a country other than the country of departure are advised that the provisions of an international treaty (the Warsaw convention, the 1999 Montreal convention, or other treaty), as well as a carrier’s own contract of carriage or tariff provisions, may be applicable to their entire journey, including any portion entirely within the countries of departure and destination. The applicable treaty governs and may limit the liability of carriers to passengers for death or personal injury, destruction or loss of, or damage to, baggage, and for delay of passengers and baggage.
Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier’s liability under an international treaty. For further information please consult your airline or insurance company representative.
Customer Contact Center and Branch Office contact for assistance
*Vietnam:
Contact Center for calls within Vietnam (24/7): 19001100
Email: onlinesupport@vietnamairlines.com
Branch Office in Hanoi: (+84-24) 62700200
Branch Office in Ho Chi Minh city: (+84-28) 38446667
Branch Office in Da Nang: (+84-236) 3821130 / 3826465
*USA & Canada:
Branch Office in the U.S.:
Toll free: +1 (866) 677-8909
Customer-Care email: customer-care.us@vietnamairlines.com
Helpdesk for travel agencies: refund-reroute.us@vietnamairlines.com
*Please refer to https://www.vietnamairlines.com/vn/en/support/vietnam-branches for contact from other regions.
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