HELP CENTER

After finishing procedures at Vietnam Airlines check in counter at the airport, passenger completes referendum of baggage and boarding pass. After checking in, passenger should arrange enough time to conduct procedures of security, immigrations and ensure to present at boarding gate on time.

VN Airlines has specific support services for passengers in special health conditions such as pregnant passenger, infant, children, disable passenger, the blind and the deaf… These passengers should present at the airport 02 hours at least to contact airport staff for support services.

If passenger comes to VNA check in counter when it is closed, passenger will not conduct the flight. Depending on conditions of passenger’s ticket, passenger may not use the ticket to travel on replaced flight; or, passenger has to pay for a difference amount of ticket and/or fee of changing ticket to get a new one.

Opening time of check in counter:
- International flights from Vietnam: 03 hours before scheduled time departure.
- International flights from outside of Vietnam: From 02 – 03 hours before scheduled time departure.
- Domestic flights: 02 hours before scheduled time departure.

Closing time of check in counter:
- International flights: 50 minutes before scheduled time departure.
- Domestic flights: 40 minutes before scheduled time departure.
- Note: At Charles de Gaulle; London Gatwick; Frankfurt International Airport, counters are closed 60 minutes before scheduled time departure.

For international journeys departing from Vietnam, the opening time of check in counter is 03 hours before the scheduled departure time. And the closing time of check in counter is 50 minutes before the scheduled departure time.

For international flights from outside Vietnam, the opening time of check in counters from 02 – 03 hours before the scheduled departure time. The closing time of check in counter is 50 minutes before the scheduled departure time.

For domestic routes of VN Airlines, the opening time of check in counter is 02 hours before the scheduled departure time. And, the closing time is 40 minutes before the scheduled departure time.

Check in counters at airports of Charles de Gaulle, London Gatwick, and Frankfurt are closed 60 minutes before the scheduled departure time.

Passengers need to present at the check in counter 15 minutes at least before the closing time (40 minutes for domestic flights, 50 minutes for international flights).

If passengers do not present at the check in counter of Vietnam Airlines as regulations:

- Ticket will not be valid, or cannot be refunded if there is the limitation on the ticket. Passengers have to rebook and buy new ticket if passengers want to continue to implement the journey.

- Passengers have to pay more fee to change ticket and difference amount between old fare and new fare.