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1.1. In these conditions of carriage, the highlighted expressions have the following meanings:
- “Baggage” is the personal property you have with you on your trip. Unless otherwise specified, it includes both your checked and unchecked baggage.
- “Baggage identification tag” is a document issued by us to ensure easy identification of checked baggage.
- “Checked baggage” is baggage which we take custody of during the flight for which we issue a baggage identification tag. It is also called “registered baggage”.
- “Conditions of contract” are the conditions notified to passenger upon ticket purchase. These conditions are clearly listed.
“Damage” includes death, bodily injury to a passenger and loss, partial loss or other damage to personal belongings, which can be wholly or partially attributed to us.
- “Electronic ticket” is the ticketing document issued either by an authorized agency or us.
- "Itinerary" is a document issued alongside an electronic ticket that includes the name of the passenger, his/her booking number, flight information, and other notices. Passengers should print the document and bring it with them to the airport.
- "Passenger"," you", "your" and "yourself" is any person, except members of the crew, carried or about to be carried on our flights.
- "Route" is the flight from the airport of origin to the airport at the point of destination.
- “Seat" means a seat on our aircraft.
- "Ticket" is the itinerary and electronic ticket issued by our authorized agency or us. It also lists the conditions of contract.
- "Unchecked baggage" is any baggage brought by you into the aircraft cabin.
- "We", "our", "ourselves", "us" and "carrier" means VietJet Air.
- "Website" means the Internet site www.vietjetair.com.
2.1. These conditions apply to all carriage services provided in the ticket.
2.2. In the event of inconsistency between these conditions of carriage and our conditions of contract or any other regulations, these conditions of carriage shall prevail.
2.3. The language of these conditions of carriage is in Vietnamese and English and Vietnamese shall be given priority when it comes to the interpretation of specified regulations.
3. Ticket / Itinerary
3.1. The ticket or itinerary is principal evidence of the contract for carriage between the passenger and VietJet Air. The ticket, these conditions and conditions of contract together constitute the contract of carriage between the two parties.
3.2. The ticket can only be used by the named passenger and for the flight specified.
3.3. We will provide carriage only to the passenger named in the ticket who will be required to produce appropriate identification at check-in.
3.4. The ticket is only transferable as provided in these conditions of carriage and conditions of contract.
4. Ticket price/Carriage fares
We will publish carriage fares at the time of ticket purchase. These exclude administration, service and other costs. Fares apply to carriage from the point of origin to the point of destination. Fares exclude ground transport services between airports and between airports and towns unless specifically stated by us. We are strictly a point-to-point carrier and shall not be held responsible for the failure of passengers to make any connecting flights they might have.
4.1. Fees for infants between fourteen (14) days old to under the age of two (2) years old (on the date of travel) will be waived. An infant may travel provided he/she sits on an adult's lap. Only one infant is allowed for one adult. No perambulators are allowed aboard the aircraft.
4.2. Fares exclude any taxes, fees or charges. You must pay all such taxes, fees or charges. You will be advised of taxes, fees and charges at the time you purchase your ticket or if the timetable is changed.
Any additional taxes, fees or charges imposed on air travel by the Government, relevant authority or the airport operator shall be borne by you, unless otherwise specifically stated by us. Such taxes, fees and charges are subject to change and can be imposed even after the date of ticket purchase. Please refer to our fee schedule for details on taxes, and other charges.
4.3. Fares and charges are payable in the currency prescribed in our published fares unless specifically stated by law or by us.
5.1. Confirmation of reservation: Reservation is confirmed after full payment of the fare is made and after we issue you a confirmation number and electronic ticket. Once confirmed, the ticket cannot be cancelled and payment is not refundable.
5.2. Flight change: Flight changes, including change of name, flight, route and departure time, are subject to the following regulations:
- If the new fare is lower, the difference will not be refunded to the passenger.
- If the new fare is higher, the passenger will pay the difference.
- A new ticket can only be issued after payment of change fees has been made.
5.3. Flexi ticket: Flight change can be made up until one day after the scheduled departure date.
5.4. Eco ticket: Flight change is made in compliance with following conditions:
- Change of route is not allowed.
- Change must be made at least 2 days before the scheduled departure date.
5.5. Promo ticket: Flight change can be made only in compliance with the following conditions and the ones outlined in section 5.4:
- Change of name is not allowed.
- Customers will only be permitted to upgrade their ticket class.
5.6. Name change: The name on a confirmed ticket can be changed in accordance with regulations on flight change and as long as check-in is not made.
5.7. Fares must be paid in full before a reservation is made. In the event that the fare has not been paid in full, we reserve the right to cancel the reservation prior to check-in or to prevent you from boarding the aircraft.
5.8. Personal data: You hereby acknowledge and agree that your personal data has been given to us for the purposes of making reservations, purchasing tickets and ancillary services, developing or providing services and facilities, and facilitating immigration and entry procedures. For these purposes you authorize us to retain and use your personal data and to transmit it to our own offices, authorized agents, government agencies, or other carriers or the providers of the services mentioned above.
5.9. Seating: We do not guarantee to provide any particular seat in the aircraft. You will be allocated a seat upon check-in. However, we reserve the right to re-assign seats at any time, including after boarding of the aircraft. This may be necessary for operational, safety, government regulatory, and health or security reasons.
5.10. Advance seat request (ASR): An ASR can be made at the time of booking your ticket or at least 4 hours prior to the scheduled departure time. Fee for an ASR is provided in our fee schedule. We will make reasonable efforts to honor each ASR. Because of operational, safety or security reasons, however, we reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. If an ASR has been purchased and our schedules are changed, terminated, delayed or merged, we shall either:
a. Carry you on the same requested seat on the next available flight or
b. Carry you on a seat of equivalent value on the next available flight or
c. Carry you on any randomly assigned seat on the next available flight whereby we will then refund you the ASR payment.
5.11. In-flight services: In-flight products and services including entertainment and meal are non-refundable and non-transferable once purchased. We reserve the right to amend and change the prices of in-flight products or services. The boarding pass is proof of purchase of your pre-booked products or services and must be presented to the cabin crew to be redeemed.
6.1. Our check-in counters open two (2) hours before the scheduled flight departure time and close thirty (30) minutes (for domestic flight) and forty-five (45) minutes (for international flight) before the scheduled flight departure time. You must check-in when our counters are open. We reserve the right not to allow you to check-in if:
a. You request to check in after our counters are closed.
b. You don’t have proper identification.
c. You don’t have the documentation, permit or visa necessary for travel to a particular place or country.
d. You have not fully paid any fees due to us.
e. You have caused a disturbance at our counter or have abused our staff either physically or verbally.
f. The Government or other authorities prohibit you from boarding the aircraft.
g. We deem you unfit to travel due to drunkenness or any obvious medical condition.
h. We deem you not medically fit to travel or decide that your medical condition poses or could pose a danger to the health of other passengers.
6.2. Self check-in: We offer a self check-in facility. Specified conditions and instructions for the facility are posted on our website and may be changed at any time without prior notice.
6.3. If seats are unavailable due to overbooking, we shall either:
a. Carry you on another of our scheduled services on which space is available at the earliest opportunity without additional charge.
b. Should you choose to travel at another time, we will retain the value of your fare in a credit account provided that you re-book within three months.
6.4. Boarding: You must be at the boarding gate at least 30 (thirty) minutes before the scheduled flight departure time.
6.5. No-show: If you fail to check in on time or fail to board the aircraft the fare will not be refunded to you for any reason.
6.6. Compliance: You are solely responsible for complying with all laws, regulations, orders, demands and requirements of countries flown from, into or over and with our conditions of carriage. We shall not be liable in any way if you fail to comply with such laws, regulations, orders, demands, notices, requirements or instructions..
6.7. Travel documents: You are responsible for obtaining all documentation required by law of the countries flown from, into or over. We reserve the right to refuse carriage to any passenger who has not complied with, or whose documents do not appear to comply with these laws.
6.8. Refusal of entry: You agree to pay the fare, penalty or fine whenever we, by order of Government or immigration authority, are required to return you to your point of origin or elsewhere, owing to your inadmissibility into a country.
6.9. Fines, detention costs, etc.: If we incur any expenditure due to your failure to comply with laws or other travel requirements of the countries flown from, into or over, you shall reimburse to us any amount so paid or expenditure so incurred or to be paid.
6.10. Security inspections: You shall submit to any security or health checks required by Government or airport officials or by us.
7. Refusal and Limitation of Carriage
7.1. Right to refuse carriage: We may refuse carriage of you or your baggage if we determine that:
a. Such action is necessary for reasons of safety or security.
b. Such action is necessary in order to comply with any applicable laws of any state or country to be flown from, into or over.
c. Your conduct, physical health, mental condition or the condition of your baggage is such:
(i) As to cause reasonable fear of harm to other passengers or to our crew.
(ii) That you may pose a hazard or risk to yourself, other persons or to property.
(iii) That special assistance is required.
d. You have committed misconduct on a previous flight and there is a reasonable likelihood that such conduct may be repeated.
e. You have not observed, or are likely to fail to observe our instructions.
f. You have refused to submit to a security check.
g. Monies remain due to us.
h. You have used fraudulent means to pay your fare.
i. You do not have the proper documents for travel.
j. Your reservation has been made fraudulently.
k. The credit card you paid for the fare with has been reported lost or stolen.
l. The itinerary or electronic ticket is counterfeit or has been fraudulently obtained.
m. The itinerary has been altered by anyone other than us or our authorized agent and/or
n. The person checking in cannot prove that he is the person named on the itinerary.
7.2. Children: Children below the age of 12 will not be accepted for carriage unless they are accompanied by a person aged at least 18 years.
7.3. Passengers with reduced mobility/who require special assistance: For safety reasons, VietJet Air can carry only a maximum of 5 passengers per flight who have reduced mobility and require a ramp or lift truck to board the aircraft. Under certain circumstances we may require the passenger to travel with a companion.
Passengers with specific requirements requiring special assistance or passengers with illnesses that may require attending to onboard are requested to contact our call centre at least 48 hours before the scheduled flight departure date to make an arrangement with us. Failure to notify us will result in the service being unavailable and carriage being refused.
7.4. We may require that you travel with a companion if we determine that:
a. It is essential for safety.
b. The passenger is unable to undertake his own evacuation from the aircraft.
c. The passenger is unable to understand safety instructions.
7.5. Pregnant women: It is the duty of pregnant passengers to advise us of the progress of their pregnancy at the point of booking and at the check-in counter. Carriage of pregnant passengers is subject to the following conditions:
a. Those with a pregnancy of up to 27 weeks must sign a limited liability statement at the time of check-in.
b. Pregnancy between 28 weeks to 32 weeks:
i. Submission of an approved doctor's medical certificate is required. The certificate should confirm the number of weeks of pregnancy and whether the passenger is fit to travel. The certificate shall be dated not more than thirty (30) days from either the scheduled outbound or the scheduled inbound flight departure date.
ii. Passenger must sign limited liability statement at the time of check-in.
c. Pregnancy 35 weeks and above: Carriage not permitted on VietJet Air.
7.6. Infants: We reserve the right not to carry infants below 14 days old. At our discretion we may decide to carry such infants on our flights when the parent of the infant signs a limited liability statement and a medical practitioner expressly sanctions carriage in writing.
8.1. We reserve the right to refuse carriage of baggage or items found in baggage in the following instances:
a. Items which are not properly packed in suitcases or other suitable containers in order to ensure safe carriage.
b. Items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and in our conditions of carriage and conditions of contract.
c. Items the carriage of which are prohibited by the applicable laws, regulations or orders of any state or country to be flown from, to or over.
d. Items which in our reasonable opinion are unsuitable for carriage due to their weight, shape, size or character.
e. Fragile or perishable items.
f. Live or dead animals.
g. Human or animal remains.
h. Fresh or frozen seafood or other meats may be carried on board as unchecked baggage only if we are satisfied that they have been properly packed. Foam boxes and/or cooler boxes that contain dry food/non-perishables are allowed to be checked-in following inspection of contents by the relevant authorities. Should passengers refuse inspection, we have the right to reject admission of baggage.
i. Firearms and ammunition.
j. Explosives, flammable or non-inflammable gas (such as aerosol paints, butane gas, lighter refills) refrigerated gas (such as filled aqualung cylinders, liquid nitrogen), flammable liquids (such as paints, thinners, solvents); flammable solids (such as matches, fire lighters), organic peroxides (such as resins), poisons, infective substances (such as viruses, bacteria), radioactive material (such as radium), corrosive materials (such as acid, alkali, mercury, thermometers), magnetic substances, oxidizing materials (such as bleaches).
k. Weapons such as antique firearms, swords, knives, rubber rob, electric rob, electric stick, electric gloves, tear-gas grenade, tear-gas gun, asphyxiant gas gun, poison gas gun, chloroform gun, plastic bullet gun, rubber bullet gun, laze gun, nail gun, magnetic field gun, flare gun, metal handcuffs, plastic rope handcuffs and similar items.
8.2. Valuable and fragile goods: Passengers are strongly advised not to put valuable items in their checked baggage. If they are checked in as baggage, passengers agree to the carriage of such items at their own risk.
8.3. Right to Search: For reasons of safety and security, we may require you to undergo a search, x-ray or other type of scan on your person or your baggage. We reserve the right to search your baggage in your absence if you are not available to determine whether your baggage contains any unacceptable or prohibited items. If you refuse to comply with such searches or scans, we reserve the right to refuse carriage of you and your baggage without refund of fare. In the event that a search or scan causes injury to you or damage to your baggage, we shall not be liable for such injury or damage unless it can be attributed to negligence on our part.
8.4. Checked Baggage: Upon delivery to us of baggage to be checked, we shall take custody thereof and issue a baggage identification tag for each piece of checked baggage. Checked baggage must have your name or other personal identification affixed securely to it. Checked baggage will be carried on the same aircraft as you unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your checked baggage is carried on a subsequent flight, we will deliver it to you within a reasonable time of arrival of that flight; applicable law requires you to be present for customs clearance.
A baggage fee is charged for the carriage of checked baggage. Any passenger checking in baggage which exceeds the amount purchased at time of booking will be charged on a per kg basis at the airport check-in counters.
We will not accept carriage for any baggage exceeding 32kg and with combined dimensions of more than 81cm height, 119cm width and 119cm depth. This weight limit does not apply to mobility equipment.
Sporting equipment may be carried in the hold of the aircraft at your own risk. You are therefore advised to purchase the necessary insurance for such items.
8.5. Unchecked baggage: Passengers (except infants) are allowed one (1) piece of baggage that can be carried on board. Unchecked baggage shall not exceed the dimensions of 56cm X 36cm X 23cm and must not weigh more than 7kg. Such baggage must fit under the seat in front of you or in a storage compartment in the cabin. Pieces of baggage determined by us to be of excessive weight or size or of an offensive nature will not be permitted on board. Musical instruments weighing less than 75kg may be carried in the cabin even if they exceed our unchecked baggage dimensions if a spare seat is available for safe carriage.
If your unchecked baggage does not satisfy our regulations, it must be checked or may be refused for carriage.
8.6. Collection and Delivery of Baggage: You shall collect your baggage as soon as it is available for collection at your destination. If you do not collect it within a reasonable time and the baggage needs to be stored we may charge a storage fee. If checked baggage is not claimed within two (2) months of the time it was made available to you, we may dispose of it without liability. Only the bearer of the baggage identification tag given to the passenger at the time the baggage was checked is entitled to delivery of baggage. If a person claiming the baggage is unable to produce a baggage identification tag, we will deliver the baggage to such person only on condition that he/she has established ownership. Acceptance of baggage is prima facie evidence that the baggage has been delivered in good condition.
9. Schedules, Cancellations
9.1. Schedules: We will do our best to avoid any delay in carrying you and your baggage. We will endeavor to adhere to published schedules. However, times are subject to change at any time.
9.2. Cancellation, changes of schedule: At any time after your booking has been made we may change our schedules. In such an event we shall either:
a. Carry you on another of our scheduled services on which space is available without additional charge.
b. Retain the value of your fare in a credit account for your future travel provided that you re-book within three (3) months.
10. Conduct aboard aircraft
10.1. If your conduct on board has the potential to endanger the aircraft or any person or property on board, or obstruct or hinder the crew we may take such measures, including restraint, as we deem necessary to prevent continuation of such conduct. You may be disembarked and refused onward carriage and may be prosecuted for offences committed aboard the aircraft.
10.2. If we decide to divert the aircraft for the purpose of offloading you, you shall be liable for all costs we incur as a result of diversion.
10.3. For safety reasons we may forbid or limit operation of electronic equipment such as cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio-controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted.
10.4. Passengers are not allowed to consume their own food on board. Smoking is not permitted on any of our flights.
11. Liability limitations
11.1. Warsaw and Montreal Convention notice: If the passenger's journey involves a stop in a country other than the country of departure, the Warsaw Convention or the Montreal Convention 1999 may be applicable. The Warsaw Convention or the Montreal Convention 1999 governs and in most cases limits the liability of carriers for death or personal injury and loss of or damage to baggage.
11.2. Baggage liability limitations: Liability for loss, delay or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. Liability for domestic travel and liability for international travel vary according to the respective laws.
11.3. Where Warsaw Convention is not applicable: Where your carriage is not subject to the liability rules of the Warsaw Convention, the following rules shall apply:
a. Any liability we have for damage will be reduced by any negligence on your part, which causes or contributes to the damage.
b. We will not be liable for damage to checked or unchecked baggage unless damage is caused by our negligence and the baggage was within our control or custody.
c. Our liability in the case of damage to checked baggage and unchecked baggage will be limited to the amount provided for in the fee schedule unless it is proven that malicious intent or gross negligence was responsible for the damage. If the weight of the baggage is not recorded on the baggage identification tag, it is presumed that the total weight of the checked baggage does not exceed the applicable free baggage allowance for the class of carriage concerned. If in the case of checked baggage, a higher value is declared in writing pursuant to an excess valuation facility, our liability shall be limited to such higher declared value.
d. We will not be liable for any damage arising from our compliance with applicable laws or government rules and regulations or from your failure to comply with the same.
e. Except where other specific provision is made in these conditions of carriage, we shall be liable to you only for recoverable compensatory damages for proven losses and costs in accordance with applicable law.
f. We are not liable for any damage caused by your baggage. You shall be responsible for any damage caused by your baggage to other persons or property, including our property.
g. We shall have no liability whatsoever for damage to articles or items not permitted to be contained in checked and unchecked baggage, including but not limited to fragile or perishable items, items of high value such as money, jewelry, precious stone, computers, personal electronic devices, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, title deeds or samples.
h. We are not responsible for any illness, or disability, including death, attributable to your physical condition or for the aggravation of such condition.
i. The contract of carriage including these conditions of carriage and exclusions or limits of liability, applies to our authorized agents, servants, employees and representatives to the same extent as they apply to us. The total amount recoverable from us and from such authorized agents, servants, employees and representatives shall not exceed the amount of our own liability.
j. Nothing in these conditions of carriage or the conditions of contract shall waive any exclusion or limitation of our liability under the Warsaw Convention or any other applicable Convention or applicable laws, unless otherwise expressly stated by us.
12. Limitation on claims and actions
12.1. Notice of Claims: If you wish to file a claim or an action regarding damage to checked baggage, you must notify us at the latest, within seven (7) days of receipt of the baggage. If you wish to file a claim or an action regarding delay of checked baggage, you must notify us within twenty-one (21) days from the date the baggage has been placed at our disposal. Such notification must be in writing and posted to us.
12.2. Limitation of actions: Any right to damages shall be negated if an action is not brought against us within two (2) years of the date of arrival at the destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by law of the court where the case is heard.
13. Modification and waiver
13.1. None of our agents, employees or representatives has the authority to alter, modify or waive any provisions of these conditions.