HELP CENTER

If passengers cannot check in online with Vietnam Airlines, passengers should re-check all information of passengers and reservation.

Or, passengers are in the list of not allowed to check in online, as follows:

- Passengers request special needs.
- Passengers are deportee, in admissible.
- Passengers travel with under-2 infants.
- Passengers travel with FOC, ID, AD tickets.
- Passengers travel from cities which do not provide web check in.
- Passengers travel on other airline.
- Reservation code is not confirmed
- Passengers’ tickets have not delivered.
- Passengers use frequent passenger’s member card of other airline to check in.
- Passengers use frequent passenger’s member card number
- Passengers use member card number of frequent passengers of VNA to check in, but it has not been updated in the reservation code.
- Passengers use member card number of frequent passengers of VNA to check in but the card number is used for more than one booking code with the same departure in 24 to 2 hours before departure.
- Passengers may enter wrong information.
- Check-in time of passengers is beyond the time allowed (from 24 hours to 2 hours before scheduled departure time).

No. The allowed time for web check-in with VN Airlines is from 24 hours to 02 hours before the scheduled departure time.

No. Using card number of other airline’s frequent passenger to check in online with VNA is not allowed. As member card of Vietnam Airline is only applied to the airline, not to other airlines, and vice versa.

No. If passengers travel with infants under 2 years old, passengers have to check in at the check in counter at the airport.

No. According to Vietnam Airlines regulations, passengers who travel with FOC, AD, and ID tickets are not allowed to check in online.

Passengers who use VNA frequent passenger’s member card number to check in online cannot check in because the card number may not be updated in reservation cod. Or, passenger’s card number is used for more than one booking code of a same departure within 24 hours to 02 hours before the scheduled departure time.

No. Passengers who request special services (except for special meals) have to check in at Vietnam Airline check in counter at the airport.

No. If passengers do not confirm online boarding pass as VN Airlines regulation, web check in procedure will be cancelled.

After completing web check in, passengers need to do some following steps:

- Presenting at the web check in counter 15 at least before the closing time of counter (the closing time of check in counter for domestic flights: 40 minutes before SDT; 50 minutes for international flights before the SDT; 60 minutes for flight from airports of Charles de Gaulle, London Gatwick, and Frankfurt) to confirm online boarding pass and/or receiving boarding pass. If passengers do not present and confirm on time, the airline will cancel web check-in procedure.

- Passengers present online boarding pass, Vietnam Airlines staff will stamp and certify on it or change online boarding pass into traditional boarding pass and give to passengers.

- Passengers come to security gate and enter the lounge.

In some particular cases related to safety and security of flight, or other necessary cases, VNA may order passengers to re-check in at the check in counter, or the airline may change seat without notice.