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Help Center - Vietnam Airlines


+ Will Vietnam Airlines check baggage even without my appearance?

Mishandled baggage

For security of flight, Vietnam Airline will check baggage and its owner at the same time. If passenger does not show up at the time of checking, the airline still keeps on the procedures to make sure that your baggage does not contain banned or restricted items.

Passenger refusing security guard checking your handbag will not accepted to fly with Vietnam Airline. There may be banned objects or restricted items carried by air in you handbag that affect the security of the flight.

If passenger refuses checking baggage and body, you will not be accepted to carry by VN Airlines. In case passenger is not accepted to get in the flight, the carrier will not take any responsibility as well as will not refund your tickets.
+ Do Vietnam Airlines checked baggage services insure security for valuable items?

Mishandled baggage

Vietnam Airlines will not be responsible for valuable money, jewelry, precious metals, silverware, negotiable papers, securities or other valuable items, business documents, passports and other identification document or samples. Therefore, passenger should bring such item with yourself as hand baggage.
+ Can I check online my lost baggage in flights of Vietnam Airline?

Mishandled baggage

Passenger can check online your lost baggage through website wtrweb.worldtracer.aero. Vietnam Airlines will try to find your lost baggage as soon as possible.
+ Who can I inform to about my lost baggage in Vietnam Airlines flights?

Mishandled baggage

When finding your luggage lost, passenger needs to inform VN Airlines immediately at the baggage claim for the airline’s staff to open a property irregular report (PIR).

At Noi Bai International Airport:
- Lost and Found counter: 1st floor of Noi Bai International Airport – Hanoi City – Viet Nam.
- Telephone: (84-4)38840008 or (84-4)38865002 extension 3134
- E-mail: hl.pvhk2@niags.com.vn; xld.pvhk2@niags.com.vn

At Tan Son Nhat International Airport:
- Lost and Found counter Terminal 2 - Tan Son Nhat International Airport - Ho Chi Minh City - Viet Nam
- Telephone: (84-8) 35470415 or (84-8) 38446665 extension 6062
- E-mail: lostandfound.tiags@vietnamairlines.com

Receipt by the passenger without complaint is the prima facie evidence that the baggage has been delivered in good condition and in accordance with the document of carriage.
+ After my flight with VNA, my luggage was delayed, how about my luggage then?

Mishandled baggage

If you arrive at the destination without your checked baggage, please be assured that Vietnam Airline will do everything possible to assist you. We apologize for the mishandling of your baggage and will do our best to trace your baggage and deliver it to you as soon as possible.
+ How latest can I complain about Vietnam Airlines delayed baggage?

Mishandled baggage

If your baggage is delay, passenger must complain to the carrier, at the latest, within twenty one (21) days (basing on the seal of post office if any) from the date the baggage has been placed at his disposal.
+ Why I complain about my lost bagged to VN Airlines but get no document to solve that?

Mishandled baggage

In the case that passenger complain to VNA about the delayed, mishandled or lost baggage but get no confirmation, maybe your complaint was sent late, after regulated time (21 days. Therefore, the carrier refuses to solve this case.
+ I lost a piece of checked baggage in my flight of VNA from US to Ho Chi Minh, how much I will be refunded?

Mishandled baggage

For flights where Warsaw Convention 1929 amended by Protocol Hagues 1955 applies: The limits of Vietnam Airlines’s liability for checked baggage is USD 20 per kg (or other currency equivalent).
+ I lost hand baggage in my flight of Vietnam Airlines from Vietnam to Japan, how much I will be refunded?

Mishandled baggage

For flights where Warsaw Convention 1929 amended by Protocol Hagues 1955 applies: Limits of Vietnam Airline’s liability for cabin baggage does not exceed USD 400 per passenger (or local currency equivalent).
+ After my flight Vietnam Airlines from UK to Vietnam, my baggage is lost, how about VNA’s responsibility?

Mishandled baggage

In flights of VN Airline to or from a European Union (EU) country – where EC Regulation 785/2004 dated 21/4/2004 applies:

- Limits of Vietnam Airlines’s liability for damage of baggage (including cabin baggage, belongings, checked baggage) is not exceeding 1000SDR/ passenger (or local currency equivalent)

- In case of both cabin baggage and check baggage of a passenger are damaged for various reasons, a compensation is made according to the actual damage but not exceeding the limits of the airline’s liability for that passenger (SDR 1000 or local currency equivalent)

SDR: units defined by International Monetary Fund (IMF)

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