1) OPENING TIME AND CLOSING TIME FOR CHECK-IN COUNTERS

• Opening time for check-in counter is 02 hour before scheduled time of departure
• Closing time for check-in counters: counters shall be closed 40 minutes before scheduled time of departure.
• In case of flight delay, the closing time may be adjusted accordingly or the counters may be reopened if necessary.

2) TRAVEL DOCUMENTS

a) For passenger who has Vietnamese nationality (from the age of fourteen): Passenger shall submit one of the following identification forms:

• Identity card;
• Confirmed form written by local police or authorities.
• Passport;
• Military Identity card;
• National Assembly membership card;
• Communist party membership card
• Press Identity card;
• Driving license;
• Aviation Security control card;
• Airlines Identity card.

b) For passenger who has non-Vietnamese nationality: Passenger shall submit one of the following identification forms:

• Passport;
• Travel documents or immigration documents in accordance with Vietnam Civil Law.

c) For passenger under fourteen years old: Passenger shall submit one of the following identification forms:

• Birth Certificate;
• Birth Confirmation Form: Infants under one (01) month old;
• Confirmation of a social organization: children under the patronage of that organization (this shall be valid within 6 months since the date of confirmation).
• Unaccompanied children under 14 years old: Apart from the above-mentioned papers, a commitment form of legitimate representative shall be required.

d) Travel document conditions: The travel documents as referred above shall meet the following conditions:

• Such travelling documents are still valid;
• A passenger photo is glued on and stamped, except for certificate of birth, paper certifying birth of infants.
• In case of Confirmed form written by local police or authorities or Confirmation of a social organization, passenger shall submit the original.

3) DENIAL OF TRANSPORTATION

a) According to Article 146, Item 3 of the Civil Aviation Law, VASCO may deny transportation because passenger:

• Refuses to comply with the instructions regarding exit seating restrictions prescribed by the Authority, or
• Has a handicap that can be physically accommodated only by an exit row seat.

b) The following requirements from Article 146 of the Civil Aviation Law also apply to the right to refuse the carriage of passenger who has got an air ticket and reserved a seat on the flight or in the course of the passenger’s journey:

• From condition of the passenger’s health the carrier obviously realizes that the transport of the passenger or continuing transport of the passenger shall be dangerous or harmful to the passenger, other persons on the aircraft or the flight;
• For the prevention of infectious disease spread;
• The passenger does not observe regulations on aviation safety and security and air transportation;
• The passenger has an act affecting public order, jeopardizing the flight’s safety or affecting others’ life and health or properties;
• The passenger is in influence of alcohol, beer and other stimulants that he/she does not control his/ her behavior;
• For the security reasons;
• At the request of competent governmental authority.

4) TRANSFER FLIGHT’S PASSENGERS WITH 2 SEPARATE TICKETS FOR THE WHOLE ITINERARY:

• The liability of VASCO for transfer flight’s passengers with 2 separate tickets for the whole itinerary:

a) If the passenger has a ticket for the sector(s) operated by VASCO and the other ticket for the sector(s) operated by other carriers, VASCO shall only takes its liability for the sector(s) operated by VASCO, and shall not take any liability for any sector(s) operated by other carriers. This is in line of the fact that the ticket is a contract between the carrier and its passengers and the contract shall be terminated when the passenger completes the flight or after refund. Accordingly, tickets of other airlines are not contracts between VASCO and the passengers. However, in such cases as changes of itinerary or part thereof, transfers or refund of tickets due to delay or cancellation of VASCO preceding flights, VASCO shall assist the passengers with rerouting, rebooking, rescheduling… but all the expenses arising from these actions shall be paid by the passengers, not by VASCO.

b) If the ticket for the whole itinerary is that of VASCO, VASCO shall be responsible for handling all procedures relating to rerouting, rebooking or refund without any additional charge.

c) If the passenger has the other airlines’ ticket for the first sector(s) operated by that airlines and has VASCO ticket for the next sector(s) operated by VASCO, VASCO shall be responsible for handling all procedures relating to the tickets for the sectors that follow such as rerouting, rebooking, refund. All the expenses for these (if any) shall be paid by passengers.

5) DELAYED, CANCELLED FLIGHT

Liability of VASCO in case of delayed or cancelled flight as follows:

a) On passenger’s request, VASCO shall make alternative travel arrangements by making reservation on the next flight for those affected passengers.

b) If requested, refund shall be made for passengers of the delayed or cancelled flight. Refund for passenger’s ticket is free of charge, applying also to ticket with restriction refund policy (if any). Refunding is made according to VASCO’s current regulation.

c) For passengers who have tickets of Vietnam Airlines (VNA) (VASCO’s interline partner) or other VNA’s interline tickets, refunding shall be made at VNA’s ticketing agencies, according to VNA’s current regulation.

d) Services to be provided:

Meal and refreshment

• Services provided shall be depended on the delayed time:

– For delay shorter than 1 hour: no service.

– For delay 1 to less than 2 hours long: beverage shall be served.

– For delay 2 hours long: meal and refreshment shall be served.

• Types of meal served: depending on the time of the day:

– 0600 AM – 0800 AM: breakfast.

– 1100 AM– 0200 PM: lunch.

– Other time of the day: light meal.

• If the delay is from 1 to 2 hour long but it occurs at the same time with the aforesaid meal time, then meals shall be served accordingly (e.g. if the delay occurs between 1100 AM and 0100 PM, then lunch shall be served).

Hotel accommodation:

• Hotel rooms shall be provided to passengers of the cancelled flight which is alternatively scheduled on the next day, passengers of the cancelled flight who are arranged on another flight next day and offloaded passengers who are arranged on another flight next day.
• Meals: passengers shall be served meal during their stay at the hotel.

Surface transportation:

• Surface transportation is the transportation of passengers between airport and city by car or bus (if the airport is far away from the city) or the transportation of passenger between the airport and their residences (if the airport is right in the city center).
• Surface transportation shall be provided together with hotel accommodation service or shall be provided to passengers who decide not to use the hotel accommodation, and requests for surface transportation between the airport and their residences.

Limit in terms of causes of delay and cancellation:

• Services shall only be offered to passengers affected by delay and cancellation caused by VASCO, not by force majeure like weather conditions, union strikes, acts of God and wars. In forced landing as force majeure, services shall be provided to passengers during the waiting time.

e) Compensation Payment for Cancellation:

Principle

• In principle, passengers of the delayed or cancelled flight which is alternatively scheduled on the next day shall be provided the services as per the above Article 5d and shall not be provided compensation by cash; however passengers shall, based on the regulation of the Ministry of Transportation, be provided by cash in some cases as follows:

Eligibility for compensation

• Passenger holding VASCO’s valid confirmed ticket on flight cancelled due to VASCO’s fault.

Rate of compensation

• For flight with route length shorter than 500km: 100.000 VND
• For flight with route length from 500km to less than 1000km: 200.000 VND
• For flight with route length of 1000km and above: 300.000 VND

Waiver of liability:

• Passenger holding FOC tickets, Industry discount tickets, agent discount tickets
• VASCO shall be waived of its liability for none-refundable advance compensation if VASCO proves that passenger has been informed of the delay or cancellation not later than 24 hours prior to the ETD; or that the passenger has not registered his contact address; or that VASCO has tried to contact the passenger at his registered address but to no avail.
• VASCO shall be waived of its liability for none – refundable advance compensation for passengers in the following circumstances:

– Hazardous weather condition that might affect the safety of the flight.

– Security risk that might affect the safety of the flight.

– Delay/cancellation decided by the competent authorities, not by the carrier.

– Passenger arrives at his destination on the alternative flight less than 3 hours later than the schedule time of arrival of his originally intended but cancelled flight. Passenger arrives at his final destination less than 6 hours later than scheduled if the cancelled flight is a leg in his itinerary and he is arranged to take an alternative connecting flight to his final destination.

– Technical problem that occurs while the flight is in operation, which is from the time the pilot-in-command takes command of the aircraft to the time when the flight is completed.

– Armed conflict, political instability, strike, airport closure, suppliers’ failure to provide services to the flight, and other force majeure situations.

6) DENIED BOARDING PASSENGER

a) Definitions:

• Denied boarding passenger is a passenger holding a confirmed ticket and presenting it at check-in counter at proper time, however, he is off-loaded owing to an overbooking situation.
• Passenger holding confirmed ticket but have not confirmed by check-in system.

b) Liability of VASCO in case of denied boarding passenger as follows:

Services to be provided

• If denied boarding passengers are arranged on the later flight the same day, they shall be provided meal and refreshment; if they are arranged on another flight the next day, they shall be provided hotel accommodation, meal and refreshment, and surface transportation (as per the above Article 5d).

Compensation

• Ineligibility for compensation: VASCO shall waive its liability for compensation if it denies passengers boarding for the following reasons:

– Passenger’s health status deemed by the carrier as harmful to himself, to other passenger’s health and to the flight.

– Prevention of the spread of the contagious disease.

– Passenger’s failure to abide by applicable laws and regulations.

– Passenger’s failure to be present at the airport to check in as publicly specified in advance (including in electronic form) by the carrier in its Conditions of Carriage, except otherwise agreed between the passenger and the carrier.

– Passenger’s failure to comply with the carrier’s Conditions of Carriage or the terms and conditions of the contract of carriage.

– Passenger’s unruly behavior that threatens the flight safety and other passengers’ life, health and property.

– Passenger’s drunkenness or drug addictedness.

– Aviation security

– Passenger’s voluntary denied boarding in agreement with the carrier.

– Request by competent authorities.

• Compensation rates:

– For flight with route length shorter than 500km: 200.000 VND

– For flight with route length from 500km to less than 1000km: 300.000 VND

– For flight with route length of 1000km and above: 400.000 VND

Refunding

• If requested, refund shall be made for denied boarding passengers who have VASCO tickets. To those who have Vietnam Airlines tickets (VASCO’s interline partner) or other VNA’s interline tickets, refunding shall be made at VNA’s ticketing agencies, according to VNA’s current regulation.

7) HANDLING SERVICES FOR PASSENGERS IN SPECIAL CONDITIONS

a) Infant: Passenger from 14 days up to 2 years old

• Infants under 14 days of age, premature or unhealthy infant (let alone infant feeding in oxygen tent) are not accepted for carriage.
• Infant is not accepted for carriage as unaccompanied minor by VASCO.
• For premature and/or unhealthy infants (except infants feeding in oxygen tent): shall be accepted for carriage as long as medical clearance before departure is to be confirmed. In this case, they must be accompanied by doctor or nurse who specializes in pediatrics.
• Each adult is allowed to travel with 01 infant. If an adult escorts two infants, then from the second infant, each infant shall be charged an applicable fare for children and must be required cabin crew assistant service. Accompanied cabin crew service request must be made at least 3 days prior to scheduled time of departure.

b) Unaccompanied Minor (UM):

• Unaccompanied Minor with age from 2 years up to 12 years old traveling without his parent, guardian or authorized person who is authorized by the child’s parent or guardian.
• Unaccompanied Minor aged between 2 and less than 6 years old shall not be accepted for carriage by VASCO. UM aged from 6 and up to 12 years: UM service request shall be accepted as long as the Waiver of responsibility Form for UM is fulfilled by the UM’s parents or guardian.

c) Passenger requests stretcher service (STCR)

• STCR request must be made at least 72 hours prior to estimate time of departure.
• STCR passenger must be accompanied by escort, who must be a doctor or a nurse.
• No more than 01 STCR passenger is accepted for carriage in one flight.

d) Passenger requests Oxygen service (OXYG)

• Passenger requests oxygen services on board shall not be accepted for carriage by VASCO.

e) Blind passenger

• Accompanied blind passenger is accepted as usual passenger.
• Unaccompanied blind passenger: VASCO only accepts blind passenger who is able to make his own way, self- service and have the assistant at all stations on his route.
• The maximum number of unaccompanied blind passenger is allowed not more than the number of main emergency doors of the individual aircraft.

f) Deaf passenger

• Accompanied deaf passenger is accepted as usual passenger.
• Unaccompanied deaf passenger: shall be accepted for carriage as long as medical clearance before departure is to be confirmed.

g) Pregnant passenger

• Passenger with pregnancy for more than 32 weeks to 36 weeks or pregnant woman in period of 4 weeks to 8 weeks before due date must have medical clearance before departure.
• Passenger with pregnancy for more than 36 weeks or pregnant woman in period of 4 weeks before due date shall not be accepted for carriage.
• Pregnant woman in period of 4 weeks after due date shall not be accepted.

h) Wheelchair service

VASCO offers wheelchair service only to incapable or medical passenger who can make own way to/from cabin seat.

i) Extra seat service

VASCO offers extra seat service is to oversized passenger who needs 2 adjacent seats onboard in the same flight. However, the request for extra seat service shall be accepted only when it is made 72 hours prior to the departure time and the flight must have at least 2 seats available.

j) Deportee and criminal

• VASCO has the right of being informed about the deportee (including the reason of the case) in order to prepare necessary steps to deal with the situation and ensure the safety and security of its passengers and personnel.
• VASCO is entitled to refuse to carriage of deportees, criminals if there is a suspicion of unsafety and insecurity to the flight.
• Transferring a deportee to a certain point is not the obligation of VASCO.

8) BAGGAGE HANDLING

a) Carry-on baggage

• Maximum carry-on baggage allowance to one passenger is one piece. Each piece has a maximum weight of 7kg and the sum of three dimensions shall not exceed 115 cm (56 cm x 36 cm x 23 cm) or (22 x 14 x 9 inches).
• Guidelines for taking liquids on board aircraft by passengers

– Each passenger is allowed to carry the capacity of liquids not greater than 1000 ml with them or/and in his/ her cabin baggage on board aircraft. Exemption shall be made for liquids, gels and aerosols including medications, baby milk/foods and special dietary requirements or liquids purchased either at airport duty free shops or on board aircraft.

– All liquid are required to be carried in bottles, vials or containers with a capacity not greater than 100 ml and be completely closed. Such bottles, vials and containers must fit comfortably within the transparent plastic bag; only one transparent bag per passenger is permitted.

– Medications have to accompanied by prescriptions in which clearly state the name and address of the doctor who prescribe a medicine, the full name of the person air tickets or boarding pass in case of electronic ticket. Baby milk/foods have to be accompanied the baby when taken on board aircraft.

– The liquids purchased either at airport duty free shops or onboard aircraft are exempted from above limitation of capacity providing that such liquids have to be packed in a transparent sealed plastic bag provided by seller that is tamper- evident. The proof of purchase at airport duty free shops, or on board aircraft has to be displays satisfactory with the name shop and date of purchase without opening the bag.

b) Checked baggage:

• Only checked baggage with the maximum weight of 32 kg, 3 dimension measurements not excess 203 cm is accepted for carriage. In case, the baggage’s weight and measurement are excess the limitation, it is required to book the service at booking agent.
• VASCO may refuse to carry checked baggage which includes following items: fragile or perishable articles, money, jewelry, precious metals, negotiable papers, securities or other valuables, business document or samples.
• VASCO may refuse to carry baggage as checked baggage unless it is properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling.
• In case of having no advance arrangement, VASCO may carry excess baggage on the following flights. In such case, passenger shall not receive the compensation as specified in baggage late arrival’s regulations.
• Collection and delivery of baggage: acceptance of baggage by the bearer of the checked baggage without complaint at the time of receiving is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage. However, within 7 days from the date of baggage delivery, passenger may complain to VASCO about his baggage (concerning the contents inside the baggage), in such case, passenger must be able to provide sufficient evidence of loss or damage.