HELP CENTER

According to regulation on Vietjet Air baggage, the time of lawsuits for liability of damages occurred to passengers and/or baggage in the airline is within two years from the date of reaching the destination, the date of to reach destination or the shipping date terminated. The method of time calculation regulated by the court which solves the case.

No. Vietjet is not responsible for the damage of baggage. And, the airline is not in charge of the damage of baggage occurred during the transportation and normal shock when being transported by air.

According to the regulation of Vietjet baggage, the airline will indemnify in accordance with the weight of baggage:

- In domestic flights: 200,000 VND/kg
- In international flights: 20 USD/kg or in equivalent foreign currency

All complaints about damage and loss of checked baggage are accepted when the complaint in writing is sent to the airline within the following times:

- 07 days since the day of receiving checked baggage in deficient or damaged situation
- 07 days since the scheduled day of receiving checked baggage in the situation of losing one or more than one piece of baggage
- 21 days since the day of receiving baggage in the situation of baggage delayed.

In case, the security check of VietJet causes damage to your baggage, the airline will not be responsible for any damage of baggage unless it is the airline’s fault.

- At domestic airports: the fee of Vietjet excess baggage is 40,000 VND/kg

- At international airports: Vietjetair excess baggage fee is: 150 USD (BKK, SIN, TPE, REP), 17 USD (ICN)

If passenger buys checked baggage package in advance via website/callcenter/agent of Vietjet, the fee will be applied as follows (the fee does not include tax and fee):

- At domestic airports: 130,000 VND (piece of 15kg), 150,000 VND (piece of 20kg), 200,000 VND (piece of 25kg), 300,000 VND (piece of 30kg), 350,000 VND (piece of 35kg), and 400,000 VND (piece of 40kg).

- At international airport:
+ 15kg: 12.57 USD – BKK, 15 USD – SIN, 20 USD – ICN, 15 USD – TPE, 15 USD – REP
+ 20kg: 15.71 USD – BKK, 18 USD – SIN, 25 USD – ICN, 18 USD – TPE, 18 USD – REP
+ 25kg: 20.95 USD – BKK, 25 USD – SIN, 30 USD – ICN, 25 USD - TPE, 25 USD – REP
+ 30kg: 26.19 USD – BKK, 30 USD – SIN, 40 USD – ICN, 30 USD – TPE, 30 USD – REP
+ 35kg: 31 USD – BKK, 36 USD – SIN, 48 USD – ICN, 36 USD – TPE, 36 USD – REP
+ 40kg: 36 USD – BKK, 41 USD – SIN, 55 USD – ICN, 41 USD – TPE, 41 USD – REP

Some fresh and perishables items with unpleasant smell such as durian, fish and shrimp sauces will not be transported as checked baggage or hand baggage in Vietjet flights. In case, if these items are packed firmly and carefully to avoid affecting other baggage, the airline will accept to carry as checked baggage.

Vietjet Air will indemnify baggage damage to passenger according to the practical damage, but not exceed the airline’s limit of liability (VND currency):

1. Broken Handle 150,000
2. Broken Wheel 150,000
3. Broken Zip 150,000
4. Crack 300,000
5. Torn 150,000
6. Dented (Type 02) 150,000
7. Broken Bottom 200,000

- Items are not packed properly in valise (suitcase, or other suitable containers) to ensure safety during transportation.

- Items can cause damage to the aircraft or to persons and property in the flight specified in regulations on dangerous goods and in the charter of transportation and contract terms.

- Vietjet has the right to refuse transporting items prohibited under the provisions of law, items identified as unsuitable to carry as their weight, shape, size and properties.

- Fragile items, perishables

- Weapons, explosives, inflammable items

- Valuable items