Helpdesk Center

If passengers need to carry more baggage than the free baggage standards, the options are as follows:

1. Purchase up to 15 pieces of prepaid baggage at a preferential rate at least 3 hours before departure via the following channels:

• Website/mobile app during the booking process or in Manage Booking once passengers have their tickets;
• At Vietnam Airlines’ sales offices or agents.

Prepaid baggage is offered for flights operated by Vietnam Airlines and Pacific Airlines (except for flights operated by ATR 72) with Vietnam Airlines' tickets (738).

2. Purchase baggage when checking in at the airport.

You need to buy Prepaid Baggage with our special price on Vietnam Airlines website, mobile app, ticket offices or agents no later than 3 hours before the flight time. If not, you can purchase extra baggage at the airports.

Advance seat selection is not available for adult passengers traveling with under 2-year-old children. Your seat will be determined upon check-in at the airport because an under 2-year-old child needs to be arranged in a seat with an oxygen mask.

You can book seats in advance on a plane as follows:

• When booking via Vietnam Airlines website and mobile app;
• If you already have tickets, you can access the "Manage Booking" section on the Vietnam Airlines website to select seats and make the payment;
• Or contact Vietnam Airlines’ sales offices or agents.

Your booked seat is valid only for the selected flight. When you exchange a flight, you need to select a new seat. You can only change the seat at an equal or higher fee and pay the difference (if applicable).

You select seat by going to "Manage Booking" on Vietnam Airlines' website/mobile app to choose and purchase a new seat or contact your ticket seller. 

Passengers can purchase Upgrade services via one of the following ways: 

- Go to “Manage Booking" - “Upgrade flights” on the Vietnam Airlines’ website/mobile app; 

- Click on the Upgrade notification link sent via a message to the phone number registered when purchasing a ticket; 

- Contact the ticket offices or agents in the Vietnam market, or last-hour ticket counters at domestic and international airports. Please find details here.

After upgrading your flight ticket, you are entitled to the following services as standard in the new class of service:

• Check-in priority;
• Baggage tag standard and baggage loading priority;
• Meal service;
• Priority lane at the airport.

Passengers can enjoy the following services under the original service class:

• Free baggage allowance;
• Lotusmiles qualifying miles.

Please find more details here.

Upgrade service applies to all passengers with Economy Flex tickets for domestic and from Economy Classic standard or higher for international itineraries. Exception:

• Upgrade for booking with children under 2 years of age;
• The ticket has checked in.

Please find more details here.

The purchased upgrade service is valid only for the selected flight. You will not get a refund for the service.

After exchanging your flight, you will get the milk tea on the new flight. 

To change the service, please contact Customer Care via email at onlinesupport@vietnamairlines.com and make sure that the minimum duration for the change is as follows:

• 24 hours before the departure of the new flight, if the departure time of the new flight is earlier than the old one;
• 24 hours before the departure of the old flight, if the departure time of the new flight is later than the old one.

The purchased milk tea is valid only for the selected flight. You will not get a refund for the service.