HELP CENTER

No. Vietnam Airlines will not ensure the safety for valuable items such as money, jewelry, precious metals, and secured documents in checked baggage. Therefore, these valuable items must be carried in hand baggage.

To look up lost baggage on VNA flight, passenger can search on the website wtrweb.worldtracer.aero. The airline will ensure to make all attempt to find and hand the baggage for passenger as soon as possible.

Upon receiving baggage and detecting baggage lost, passenger must announce the airline as soon as at the current location of Vietnam Airlines baggage claims to open a property irregular report (PIR). Passengers should contact phone numbers and email addresses below:

At Noi Bai International Airport:
- Telephone: 84-24)38840008 or (84-24)38865002 extension 3134
- E-mail: [email protected]; [email protected]

At Tan Son Nhat International Airport:
- Telephone: (84-28) 35470415 or (84-28) 38446665 extension 6062
- E-mail: [email protected]

Upon detection of lost or delayed baggage, passengers need come to Vietnam Airlines baggage claim at the 1st floor at Noi Bai International Airport to inform immediately. Or contact to the phone numbers and email addresses below for further information about the baggage in the process of finding the delayed/lost baggage:

- Telephone: (84-24)38840008 or (84-24)38865002 extension 3134
- E-mail: [email protected]; [email protected]

Upon detection of lost or delayed baggage, passengers need come to Lost and Found counter Terminal 2 at Tan Son Nhat International Airport to inform immediately. Or contact to the phone numbers and email addresses below for further information about the baggage in the process of finding the delayed/lost baggage:

- Telephone: (84-28) 35470415 or (84-28) 38446665 extension 6062
- E-mail: [email protected]

In case, baggage does not come at the same time with passenger, the baggage may be delayed or lost. VN Airlines will try its best to support passenger. The carrier will try to seek and hand baggage to passenger as soon as possible.

In the case of delay, the person entitled to the delivery must complain to VNA, 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.

In the case of lost baggage, the person entitled to the delivery must complain to VN Airlines, at the latest, within twenty one (21) days (basing on the seal of post office if any) from the date the baggage should have been received by the passengers.

According to VN Airlines regulations, every complaint must be made in writing and dispatched within the time-limits mentioned above. Any complain failing to arrive within the time-limits and not in writing form shall not be considered to process.

For flights where Warsaw Convention 1929 amended by Protocol Hagues 1955 applies:

- The limits of Vietnam Airline’s liability for checked baggage is USD 20 per kg (or other currency equivalent)
- Limits of Vietnam Airlines’s liability for cabin baggage does not exceed USD 400 per passenger (or local currency equivalent)

For European routings (flight to or from an 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 Vietnam Airlines’s liability for that passenger (SDR 1000 or local currency equivalent)

This regulation does not apply for value-declared baggage. Limits of Vietnam Airlines’s liability for baggage requiring a seat in the cabin (CBBG) does not exceed the limits of Vietnam Airlines’s liability for checked baggage.