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FAQ

Frequent Asked Questions (FAQs)

1. When checking in at the check-in counter, you will need: air ticket (code), identity card or passport / visa (with international flight). If you do not have a passport or identity card, you can replace it with the following documents:

Military Identity card

National Assembly membership card

Communist Party of Vietnam membership card

Press Identity card

Driving license

Aviation Security control card

Airlines Identity card

Certifying personal identification form by local police or authorities about passenger’s permanent residence or temporary residence

2. What are steps to check-in at the airport?

You need to arrive at the airport at least 80 minutes before departure time for domestic flights and 120 minutes before departure time for international flights to ensure check-in time and security check.

Particularly for Tet flights, passengers must be at the airport 03 hours before departure time to avoid traffic jams during Tet.

When arriving at the airport, you need to find the check-in counter of the airline which you are going to fly.

Before going to the counters for check-in, you may have to go through a checkpoint, You only need to send your baggage to scan, your carry on will be checked at the following steps.

At the check-in counter, the airline's staff will check your air ticket, identification (ID or passport / visa). If you put your luggage on the scale, staffs may check your carry-on luggage. If you go with your group, you can check in with them at the same time.

After completing the procedure, you will receive your air ticket (torn of the page corresponding to the flight in progress), your documents, boarding pass, ticket stubs corresponding with your carry-on luggage. You must keep your stubs until leaving the airport. From this time to boarding, you will use a boarding pass instead of airfare. The address of the waiting room (the gate that you will be present before boarding the plane), opening time of the waiting room, number of the seat on plane all are written in the boarding pass. It may be possible to keep your boarding pass for the next leg (s), as well. In case you are going to transit, staffs will provide boarding pass for your next trip(s). Therefore, do not confuse your boarding passes together.

Depend on situations, they will inform you that your checked luggage will be automatically transferred between flights and you will pick luggage at the final destination or at each area. After confirm boarding pass, the passenger continues go through the security check-in, the waiting room and the plane.

To make sure your flight on time, you must arrive at the gateway at least 30 minutes before take-off time. If you are not at the gateway at least 10 minutes before departure, you will lose your seat on the flight. Therefore, after completing the flight procedures, please make sure that you have enough time to complete the security check, immigration procedures and present at the boarding gate on time.

 3. Documents related in Entry-Exit Procedure

Depending on the airport, a security check may take place before or after the exit procedure. If you go abroad, you will have to implement exit procedures. You provide your passport /visa to a customs officer. They can review and stamp on your passport or remove the visa /relevant documents from your passport if expired.

There may be many check-in counters, you have to notice signs and find some counters for diplomats/civil servants, some for local people, some for foreigners, etc.

You have to show your passport/visa and the customer officer may stamp or page some related documents. Depending on different countries, you may have to fill out a few pre-determined forms (Vietnam) or answer some questions about your entry, even if your documents are valid (In developed countries, they are afraid illegal residency of people from poor countries).

If you transit at domestic flight, you will go direct corresponding gate. Otherwise, you will go to the luggage claim.

4.  How to bring pets on airplane?

Vietnam Aviation allows dogs, cats, and birds to travel in the cabin or as checked baggage according to specific regulations. They do not accept these animals in the passenger cabin. Shipping requirement for other pets will be received by cargo agents. Passengers contact the appropriate quarantine office, embassy or consulate… to confirm all necessary documents such as import/export permit, quarantine certificates, health certificates and rabies immunization reports. Animals must be kept in a waterproof cage (bird transport can use the standard box), equipped with a security lock and a secure structure in order to prevent your pet escaping and to be able to eat, drink or move in case of necessity.

The owner needs to prepare food and drink carefully for pets during transportation. If the itinerary is too long, the sender requesting food for the animals must provide enough food (attached to cages, kennel of pets).

Pets and transport cages are not included in the baggage allowance. Charging for animals is regulated as follows:

- Weight system: The normal charging rate is based on the total weight of the animal and the transport cage.

- Package: Each pet cage is considered a piece of luggage overweight and applied a normal charging rule.

5. How much of checked baggage is accepted on the flight?

- For itineraries within Asia (except Japan and Vietnam):  the checked baggage for an adult traveling this journey is 20kg if he/she flies with an economy class or 30kg with a business class.

- For itineraries from/to Europe, Middle East, Africa, Australia, New Zealand: the checked baggage for an adult traveling this journey is 30kg if he/she flies with an economy class or 40kg with a business class and special economy class.

- For Vietnam – Japan itineraries, Japan- the Asia/Australia itineraries (transit at Vietnam): the checked baggage for an adult traveling this journey is 40kg if he/she flies with an economy class or 60kg with a business class.

- For itineraries from/to Americas: Business class is allowed to carry 23kg with maximum 2 pieces of luggage, total 3 dimensions are 158cm /piece. Economy class is allowed to carry 23kg with maximum 2 pieces of luggage; total 3 dimensions are 158cm /piece and not exceeding 273cm.

Limits of weight, size of checked baggage shipped on Vietnam Airlines:

For health and safety reasons, each piece of baggage that is checked in must not exceed 32kg and total dimensions (width + heights + depth) must not exceed 203 cm. In all cases, the weight and size exceed the allowable level, the passengers need to pre-order service at Vietnam Airlines’ ticket agents.

6. What items are not carried along with hand luggage?

It is forbidden to bring all kinds of knives, swords, sharp objects, cutting objects, bludgeon or similar objects: needles, matches, gas lighters or utensils in sports in your hand baggage when boarding. Any tool or item that is not normally considered as a dangerous item but may become dangerous depending on the purpose of use such as ice clips, razors, scissors, hammers, pliers ... These items are only allowed to be transported as a checked baggage.

Guns and bullets of passengers (officials, government employees assigned important tasks: escorting offenders, protect leaders) must be transported as checked baggage. They, of course, are licensed to use guns and bullets. These people must present their guns and bullets before boarding time to ensure safety regulations in air transportation.

7.  Dangerous goods in Vietnam Airline

Dangerous goods are articles or material that can cause risks to health, wealth or the environment. It includes not only dangerous substances, such as acids, radioactive substances, toxins and explosives, but also those presenting on non-obvious hazard such as magnets and vehicles using wet cell battery, breathing equipment, bull semen preserved in dry ice, pesticides, etc.

Objects, substances are considered dangerous goods, with the exception of prohibited goods transported by air, must be transported as cargo and packaged according to special requirements and special services. However, some dangerous goods can be professionally accepted such as hand luggage.

Customers should contact at the ticket agents of Vietnam Airlines airfares to require and do necessary procedures for the specific types of dangerous goods transported by luggage.

Fragile items

Fragile items such as glass products, liquors etc., should not, in principle, be accepted as checked baggage, however, if a passenger insists, owing to his unsuitable size of baggage (for loading on cabin), such items are Vietnam Airlines baggage restrictions. They may be accepted as checked baggage and the owner must take full responsibility.

Fresh, perishable items

The following items may be considered fresh and perishables:

- Fresh or frozen foodstuff, such as fruits, vegetables, meat, fish, poultry and bakery products.
- Floral and nursery stock, such as flowers, fruits and vegetable plants.
- Cut flowers and foliage, such as: floral displays

Perishable items are baggage restrictions as checked baggage on flights. However, the airline will carry them if passenger is responsible for any risks during transportation.

Fresh items must be packed immediately and packages must make sure to avoid causing damage to other baggage.

Vietnam Airlines will not refund excess baggage and compensation for these fresh items in the case seized under quarantine regulations at airport departures and arrivals.

Perishables (such as durian, salted fish, shrimp etc.) that have strong smell will not be allowed to be carried as checked and unchecked baggage. However, if such kinds of perishables are firmly packed so that they cannot be smelled, they may be accepted as checked baggage.

Please contact our ticket office, airline ticket agents for more information.

Liquids

Each passenger is allowed to carry the capacity of liquids no greater than 1000 ml with them or in his/her cabin baggage on board the aircraft. Exemption shall be made for liquids, gels and aerosols including medications, baby milk/foods and special dietary requirements or liquids purchased either at airport duty free shops or on board aircraft.
All liquids are required to be carried in bottles, vials or containers with a capacity no greater than 100 ml and be completely closed. Such bottles, vials and containers must fit comfortably within the transparent plastic bag; only one transparent bag per passenger is permitted.
Medications have to be accompanied by prescriptions which clearly state the name and address of the doctor who prescribed the medicine, the full name of the person on the air tickets or boarding pass in case of electronic ticket. Baby milk/foods have to be accompanied by the baby when taken on board the aircraft.
The liquids purchased either at airport duty free shops or onboard the aircraft are exempted from the above limitation of capacity provided that such liquids are packed in a transparent sealed plastic bag provided by the seller, that is tamper-evident. The proof of purchase at airport duty free shops, or on board aircraft has to be displayed satisfactorily with the name of the shop and date of purchase without the opening of the bag.

High- value items

Passengers are advised not to put jewelries, precious metals, silver jewelry, security contracts or other valuable goods, business documents, passports , identification papers and samples ... in checked baggage.

8. What to do if I lost ticket?

Losing tickets is a risky situation that nobody wants. However, air ticket now be sent in many forms, such as ticket form, code, email or messengers. Therefore, handling this problem is not difficult. If passengers lose paper ticket, they will also have code, messengers ... If passengers lose all, they need to inform to ticket agents about the loss of your ticket and give them your ticket number, flight name, phone number, email, and booking date. The ticket agents will give you a code. If you buy e-ticket, please do not worry. When you are at the airport, you only need to provide exactly your full name, flight number, flight time. All domestic itineraries are applying this form at present.

9. What is check-in procedures for passenger requiring medical clearance?

All airlines have dedicated support services for passengers in special health conditions such as pregnant women, infants, little children, the disabled, the deaf and the blind, vv... Airlines recommend passengers arrive at least 02 hours prior to your schedule departure time to contact with the airport staffs about support services.