HELP CENTER

If your reservation is requested 45 days in advance of your flight, we will confirm it immediately.

Between 45 days and 10 days before your flight, we will respond within 72 hours except during high season as many of our flight fully booked long in advance (same flights are full 3 months in advance).

Within 10 days before flights, we will do our best but…

The regulation for check - in time of Lao Airlines as follows:

- Open time for domestic flights is at least 1 hour 30 minutes prior to scheduled departure time.
- Open time for international flights is at least 2 hours prior to scheduled departure time.
If you have not completed check-in procedure and do not have a boarding pass by the above timeline, you will not be able to fly.

You note that depending on the fare conditions of your ticket, a failure to check-in on time may also result in:
- Your ticket is invalid for flight or non-refundable if there are restrictions on ticket changes. In this case, you need to have to book and purchase a new ticket.
- Paying ticket change fee, and/or ticket fares difference for the new applicable fare for your flight.

Note: You should bring Itinerary Receipt (or E-tickets) or your traditional paper ticket with you for both domestic flights and international flights.

If damaged or lost baggage during your flight, you need go to the airport Lost & Found counter where you can ask for filing an official complaint by filling out a “Property Irregularity Report” (PIR) or “Damage Property Report” (DPR) according to every circumstance.

At some airports irreparable damaged articles are refunded on the spot; in any case passenger may choose otherwise a new one from the stock available at each Lost & Found Office. Passenger can replace the damaged luggage or have it repaired at shops that have a special agreement with Lao Airlines. The list of shops is available at Lost & Found office. In this case passenger must provide the shop with:
- The damaged baggage
- The original airline ticket
- The damaged baggage receipt
- The original “damaged property report” (D.P.R) filled in at the airport

No later than 3 days from the issuing date of the D.P.R for domestic flights of Lao Airlines and no later than 7 days from the issuing date of the D.P.R for international flights of Lao Airlines.

Lost Baggage

Delayed baggage can sometimes be delivered after 5 days. You should contact Baggage Lost & Found office for status update within the first 5 days or Lao Airlines office at the airport. After 5 days, if the baggage of passenger has still not been returned yet, passenger should send the following necessary documentation by recorded delivery, which will help the airline do more exhaustive search:

- Detailed list of contents of every item of unreturned baggage
- Airline ticket and excess baggage receipt (If applicable)
- The receipt portions of the baggage labels
- The original of the Property Irregularity Report, filled out on arrival

Please submit an explanation letter for the event and any receipts you have, if claiming expense because of delayed delivery.

If your baggage is lost or damaged on Lao Airlines flight, you should contact Baggage Lost & Found office at the airport for the help.

If you are lost or forgotten any item on board of Lao Airlines or in one of the Lao Airlines reserved areas, please go to the airport Lost & Found office of Lao Airlines for the help, and the staffs will get in touch with you if the item is found.

In case your baggage is damaged at some airports, please contact at once with Lost & Found Office at the airport for support. The list of shops is available at Lost & Found office. In this case you must provide the shop with information as follows:
- The damaged baggage
- The original airline ticket
- The damaged baggage receipt
- The original “damaged property report” (D.P.R) filled in at the airport

For domestic flights of Lao Airlines: No later than 3 days from the issuing date of the damaged property report.

For international flights of Lao Airlines: No later than 7 days from the issuing date of the damaged property report.

The regulation for time for check in counter of Lao Airlines as follows:
- Open time for domestic flights of Lao Airlines is at least 1 hour 30 minutes prior to scheduled departure time.
- Open time for international flights to and from is at least 2 hours prior to scheduled departure time.

If you go to the airport and cannot receive a boarding pass because of late check in, you cannot fly and if so, you have to buy a new ticket for nearest flight if available.

Fleet of Lao Airlines includes AIRBUS A320 – 214, MA-6, ATR-72-500. This is a fleet with professional staffs.