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FREQUENTLY ASKED QUESTIONS - FLIGHT CARE INSURANCE PROGRAM

1 What is Flight Care insurance program?

Flight Care is an insurance program offered by Vietjet to Passengers when using Deluxe or SkyBoss tickets


2 Do I have to pay for Flight Care insurance when I purchase Deluxe or SkyBoss tickets?

No. This is an insurance program purchased by Vietjet and offered to Passengers when using Deluxe or SkyBoss tickets, including upgraded tickets from Eco class.


3 Which Insurance Company provides Flight Care Insurance Program?

Flight Care insurance program is created in cooperation between Post and Telecommunication Joint Stock Insurance Corporation (PTI) and Vietjet Aviation Joint Stock Company.


4 What is special about Flight Care insurance program for Deluxe or SkyBoss tickets?

This insurance program is specifically designed by Vietjet with attractive benefits:

- Passengers get 100% free insurance premium.

-Applicable to all passengers purchasing Vietjet's Deluxe and SkyBoss ticket, regardless of nationality, meeting travel requirements in accordance with Vietjet's Conditions of Carriage

- Applied to all regular domestic and international flights operated by Vietjet.

- Support Passengers when insurance events occur: Delay Flight from 180 minutes and above, Flight Cancellation, Returned Flight, Flight landing to another airport, Missed Connecting Flight (only for SkyBoss passengers), Lost Checked Baggage, Delayed Checked Baggage.


5 Which customers are not offered Flight Care insurance by Vietjet?

Thank you for choosing to fly with Vietjet. Vietjet's Flight Care does not apply to:

- Passengers who are infants under 02 (two) years old

- Passengers using Vietjet's charter flights, flights operated by Thai Vietjet.

- Passengers use Eco tickets, free of charge tickets, gift vouchers, bonus/sponsor ticket,...


6 What are the exclusions from this Flight Care insurance program?

Passengers purchasing Deluxe and SkyBoss tickets will NOT be entitled to Flight Care insurance benefits in the following cases:

- The Insured is denied to travel by the airline company.

- The insured intimidates the flight security and safety.

- The flight is not operated or delayed/ cancelled/ returned to departure destination due to decision of the State regulators.

- The Flight cannot be operated due to the airport is closed, being strictly restricted or banned by the State regulators.

- War, terrorism, strike, military operations or aircraft being attacked.

- Flights are directly affected by epidemics as officially notified by the Ministry of Health or WHO.

- The flight is not operated due to airline company‘s bankrupt.

- No insurance liable for flights which fly through war zones or dangerous zones, or flights which insurance case occurs related to nuclear, pollution, radiation, unless agreed in writing by Insurer for each mentioned case.

- Lost Checked Baggage and Delayed Checked Baggage benefits: apply in accordance with the above exclusions and in the cases of Lost Baggage, Delayed Baggage as requested or withdrawn by authorities or the cases of Lost Baggage, Delayed Arrivals in violation of the Airline's Checked Baggage.


7 What are my benefits according to Flight Care insurance program?

Passengers’ insurance benefits are in accordance with the following insured events:

- Delay Flight from 180 minutes and above

- Flight Cancellation - Returned Flight - Flight landing to another airport - Missed Connecting Flight (only SkyBoss Passengers can enjoy this benefit)

- Lost Checked Baggage, Delayed Checked Baggage. For more details about wordings and benefits, please visit vietjetair.tracuubaohiem.vn, section "Flight Care Insurance Information - Insurance Benefits"


8 Can I join this Flight Care insurance program if I use Eco tickets?

No. Flight Care program cannot be sold under all circumstances. Passengers may purchase Deluxe or SkyBoss tickets, or upgrade your purchased Eco ticket to a Deluxe or SkyBoss ticket to enjoy this Flight Care offer, as well as other great offers of Deluxe and SkyBoss tickets!


9 How do I determine when I am eligible for Flight Care coverage? Please follow Insurance period to determine your insurance benefits.

- Period of Insurance is a period determined according to the insurance contract during which the insurance company is responsible for paying the insurance indemnity or indemnifying the insured if the insurance event occurs.

- Flight Care insurance period is as follows:

+ Period of Insurance starts from the scheduled time of departure, which was announced and updated by 22:00 (local time-GMT +7) of the day before the scheduled flight day.

+ Expiry of cover ends since the flight landed and insurance events occurred such as Delay Flight, Flight Cancellation, Returned Flight, The flight landing to An Airport Other Than Scheduled Arrival, Missed connecting flight or Landing Flight which does not arise insurance events.

During the period of insurance, if any insurance event occurs, Passengers are entitled to insurance benefits and claims.


10 How can I search my insurance information?

After 24 hours from the actual flight landing time or after 24 hours from the flight was notified to be canceled and within the Insurance Period, Passengers can look up the insurance certificate by one of three methods as below: 1. Look up at website: vietjetair.tracuubaohiem.vn; or 2. Call hotline number: (+84) 1900 638 388 for support in checking information and direct instructions; or 3. Send claim request to boithuongvietjet@pti.com.vn.


11 What is the valid period for me to make a claim?

Passengers can claim within 365 days from the date of the Insurance Event occurs.


12 How long does it take to complete my compensation?

Time for process of compensation is 10 working days from the date that the compensation file is received. In case you send your claim documents via a courier or post, the settlement period limit for compensation is calculated from the date received your file from the courier or post. (according to the post office’s recorded)


13 How can I make a claim request? Passengers can make a claim through one of the following options:

Option 1: Passengers can call hotline number: (+84) 1900 638 388 for assistance; or

Option 2: Passengers can access website : vietjetair.tracuubaohiem.vn to make an online claim request; or

Option 3: Send a claim request via email: boithuongvietjet@pti.com.vn


14 Can I make a claim for multiple benefits at the same time if insurance events occur?

On the same Flight:

- For events "Delay Flight from 180 minutes and above, Flight Cancellation, Returned Flight, Flight Landing to Another Airport, Missed Connecting Flight (only for SkyBoss tickets)": Passengers are only eligible for 01 (one) benefit with the highest indemnity.

- For insurance events "Lost Checked Baggage, Delayed Checked Baggage": You are paid separately from the above insurance benefits.


15 If I don’t fly with Vietjet, may I receive insurance benefits?

No. Passengers who don’t actually fly with Vietjet (except insurance event “Flight Cancellation”) don’t receive insurance benefits.


16 If I want to change the flight or upgrade the ticket class, may I receive insurance benefits?

In case Passengers change the flight or upgrade the ticket class to Deluxe and SkyBoss which is successfully confirmed by Vietjet, Passengers will receive respective benefits of new ticket class.


17 If my flight is unexpectedly changed caused by Vietjet, may I receive insurance benefits?

In case you have an unexpectedly changed flight which is confirmed by Vietjet within the period of insurance, you are entitled to the benefits of the new flight.


18 How may I receive indemnity?

Passengers may receive indemnity in cash or by bank transfer method.

+ If receiving in cash, the passengers may come to PTI Digital Company or the Post Office where the Insured resides.

+ If receiving money via bank account, the passengers must provide a personal bank account (when making an online claim request) and pay the tranfer fees.

* Transfer fee will be in accordance with banking regulations at the time.


19 Who may make a claim request when insurance events occur?

Individuals that may make a claim request:

- The Insured (Individual flies with Vietjet);

- Relatives of the Insured (spouse/ child/ parent): provide a photo of original documents as a proof of the personal relationship such as: birth certificate or household book or marriage certificate or other documents prescribed by law.

- Individual authorized by the Insured: provide a valid authorized letter.


20 What do I need to provide to receive the benefits of “Delay Flight, Flight Cancellation, Returned Flight, The Flight Landing To Another Airport”?

Passengers must provide a photo of original documents as following:

- Passport, ID Card.

- Boarding Pass - Documents to identify Beneficiary (if the person who receives indemnity is not the Insured)

- The Beneficiary’s bank account to receive compensation (if any) includes: bank name, bank account number, beneficiary name. The bank account must meet the following requirements:

o Bank account must belong to the Insured.

o If the Insured authorizes another person to make a claim, the Bank Account must belong to the authorized person; and the Insured must provide a photo of the Original ‘Valid Authorized Letter’.

o If a relative of the Insured (parent / spouse / child) makes a claim on behalf of the Insured, please provide a photo of original papers as a proof of personal relationship such as: birth certificate or household book or marriage certificate or other documents prescribed by law and the bank account is the account of relative who makes the claim.

- Other information: email, phone (if any).


21 What do I need to provide to receive benefits of “Missed Connecting Flight”?

In addition to required documents of the benefits of “'Delay Flight, Flight Cancellation, Returned Flight, The Flight Landing To Another Airport”, Passengers must add a photo of original ‘Flight ticket of the connecting Flight’ or a photo of original ‘Electronic flight ticket of the connecting flight’


22 What do I need to provide to receive the benefit of “Lost Checked Baggage or Delayed Checked Baggage”?

In additon to required documents of the benefits of “'Delay Flight, Flight Cancellation, Returned Flight, The Flight Landing To Another Airport”, Passengers must add documents as following:

- A Photo of original ‘Property Irregularity Report of Airline’;

- A Photo of original ‘Baggage tag of airline’; (Baggage Tag)

- A Photo of original ‘Credit shell/refund/compensation request of Airline (if any) and

- A photo of original “Record of receiving with specific time” (not applied to “Lost checked Baggage”)


23 If I am in a foreign country (not in Viet Nam), may I join Flight Care program? How may I make a claim?

Passengers can still join Flight Care insurance program even if Passengers are not Vietnamese and/or do not live in Vietnam, if Passengers use Deluxe or SkyBoss tickets on flights operated by Vietjet.

Passengers may make a claim by accessing website: vietjetair.tracuubaohiem.vn and follows:

Step 1: Search your Insurance Certificate by fill in the information related to the flight

Step 2: Select “Request Claim” and provide the requested information of compensation file displayed on the screen.


24 If I buy a connecting flight ticket of Vietjet, what are the benefits of this insurance program?

Passengers are provided only 1 (one) Insurance Ceritificate for an entire journey including connecting flight, all terms and conditons are applied as a flight. Ex: Flight from New Delhi (DEL) to Bali (DPS), having transit point in Ho Chi minh City (SGN), Passengers will be entitled to insurance benefits as a flight from DEL to DPS.


Note: Flight Care insurance program can be translated into languages other than Vietnamese to meet local requirements or for convenience. In the event of any inconsistency between the Vietnamese version and the translation, the Vietnamese version shall be used as the basis of application provided it is not prohibited by local law.

Currency:

Special Passenger

Adults

Children

Infants

>=12 years old

2-11 years old

< 24 months

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Passengers who aged from 12 years to under 14 years on the date of departure, traveling alone with conditions of acceptance:
· Accept carriage YPTA only on domestic flights.
· Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
· YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the declaration of indemnity form.
· YPTA are required to have someone to take/ pick up at departure and arrival terminal

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Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance:
· CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

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Infants (INF):
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
· Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require formedicalclearance (as Passengers required for medical clearance before departure)
· We refuse carriage INF under 14.
· INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· Each adult traveling with 01 INF and INF sists on an adult’s lap.
- The maximum number of INF on each flight depends on individual aircraft.

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1. Wheelchair service:
a. Wheelchair service is a service offered to disabled or medical passengers with reduced mobility, including:
- Passengers requiring wheelchair for ramp (WCHR) are passengers who can ascend/ descend steps and make own way to/from cabin seat, but requiring assistance for distance to/from aircraft across ramp
- Passengers requiring wheelchair for step (WCHS) are passengers who can not ascend/ descend steps, but are able to make own way to/from cabin seat, requiring assistance for distance to/from aircraft across ramp and up/down steps
- Passengers requiring wheelchair for cabin (WCHC) are passengers who completely immobile, requiring assistance to/from aircraft, up/down steps and to/from cabin seat

b. Conditions of acceptance:
- Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
- Passenger’s health are well enough to make the flight. In case of illness, passengers must complete medical clearance to ensure healthy enough to make the flight (as Passengers required for medical clearance before departure).
- The maximum number of passengers requiring wheelchair on each flight is limited depend on individual service.
- Passengers requiring wheelchair for step(WCHS): be accepted when travel with accompanied passenger, who is from 18 years of age or older, healthy enough to assist WCHS passengers up/down steps and on board; each accompanied passenger is accepted to travel with only 01 WCHS.
- Passengers requiring wheelchair for cabin (WCHC): We do not provide wheelchair equipment on board; If passengers agree with the condition: we accept for carriage as WCHS.

2. Service for Blind passengers (BLND):
a. Service for Blind passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied BLND passenger: We accept for carriage of accompanied blind passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist BLND passengers; Each accompanied passenger is accepted to travel with 02 BLND.
- For unaccompanied BLND passenger: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• BLND passengers who are able to self-service in all itinerary is accepted carriage.
• BLND passengers must have assistance from relatives at departure and arrival terminal.

3. Service for Deaf passengers (DEAF):
a. Service for deaf passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied DEAF passengers: We accept for carriage of accompanied deaf passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist DEAF passengers.
- For unaccompanied DEAF passengers: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• DEAF passengers who are able to self-service in all itinerary is accepted carriage

4. Extra seat service (EXST):
a. Extra seat service is a service offered to passengers, who are oversized, require 2 adjacent seats on board in the same flight; or the service offered to passengers requiring 2 adjacent seats for more convenient.

b. Conditions of acceptance:
- Please contact with our ticketing offices, agents, Call center for EXST requirement.
- Application fare as passenger book 1 more ticket at the time of booking service.

5. Pregnant women (PREG):
Pregnant women are required to inform us at the check-in counter and satisfied conditions below:
a. Pregnant women are required to sign the waiver of responsibility form.

b. Pregnant women over 27 weeks – 32 weeks:
- Passengers present maternity certificate form satisfy conditions following:
• The certificate is confirmed by maternity doctor.
• The certificate must not be more than 7 days old from the date of travel
• Health diagnosis of pregnant and fetus are good enough to make the flight. In case Health diagnosis of pregnant and fetus are not good enough to take the flight, are required to complete medical clearance (as Passengers required for medical clearance before departure)

c. Pregnant women over 32 weeks: We refuse carriage.

d. Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal: are required to complete medical clearance (as Passengers required for medical clearance before departure)

6. Passengers required for medical clearance before departure:
a. Passengers required for medical clearance before departure is a passenger who has at least one of the criteria below: 
- Passengers who are unable to care for themselves during the flight due to mental problems
- The injured passengers, illness or health condition can cause seriously impact to the other passengers on the flight.
- Pregnant passengers, include: Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal.
- Infants with unusual health status or prematurely born children
- Passengers who might have their medical condition aggravated during the flight: lung diseases, ear or nose diseases, newly broken bone, newly surgery, newly being pregnant by artificial insemination, serious allergy, etc.
- Passengers with contagious disease: chicken pox, pulmonary tuberculosis, measles, parotitis, etc

b. Conditions of acceptance: 
- Conditions of accompanied passengers:
Being able to move and care for himself during the flight, accept carriage without accompanied passengers
Being unable to move and care for himself/herself during the flight: accept carriage when travel with accompanied passengers, who is from 18 years of age or older, healthy enough to assist passengers; each accompanied passenger is accepted to travel with only 01 passenger required for medical clearance before departure.
- Condition of health examination: passengers are required to complete health certificate with condition following:
• Health certificate from medical centers following:
 In Vietnam: General and specialized hospitals at central, provincial, city, district or equivalents; private and international hospitals; international general clinic.
 In other countries: Medical central with legal status licensed by authorized authority to operate in local countries.
• Health certificate according to our form Health certificate
• The date of diagnosis must not be more than 7 days from the date of travel
• Refusing carriage:
 Prognosis will get worse for the anticipated trip and/or 
 Passengers’ medical might offensive to other passengers.
• Pregnant women are required to sign the waiver of responsibility form.

7. Infants; Children; unaccompanied minors; young passengers traveling alone:
a. Infants (INF): 
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
• Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require for medical clearance (as Passengers required for medical clearance before departure)
• We refuse carriage INF under 14.
• INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF; Passengers required for medical clearance before departure.
• Each adult traveling with 01 INF and INF sists on an adult’s lap.
• The maximum number of INF on each flight depend on individual aircraft.

b. Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance: 
• CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special.
• An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

c. Unaccompanied minors (UM):
- Unaccompanied minors, who aged from 02 years to under 12 years on the date of departure, traveling alone.
- We do not provide UM service.

d. Young passengers traveling alone (YPTA):
- YPTA are passengers, who aged from 12 years to under 14 years on the date of departure, traveling alone.
- Conditions of acceptance:
• Accept carriage YPTA only on domestic flights.
• Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
• YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the waiver of responsibility form.
• YPTA are required to have someone to take/ pick up at departure and arrival terminal

8. Baby bassinet on board service; Stretcher service; Oxygen service: We do not provide these services.

9. Elderly passengers:
- Elderly passengers who are 60 years old or older.
- In case of elderly passengers require special assistance, apply correspondence conditions of acceptance.
Contributed – to – Revolution passengers, disabled passengers, elderly passengers, pregnant women and passengers travel with infant are served with priority at Vietjet ticketing offices, airport and onboard.

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