Special services:
a. We will endeavor to honor the special requests of passengers stated at the time of booking in accordance with our capabilities. We will notify passengers if we cannot provide such special services. The special requests of passengers will be confirmed after we have consulted these Conditions of carriage or after passengers have fulfilled the procedures as required by these Conditions of carriage. In regard to requests for special services at the airport, we will check the service conditions and confirm with passengers if they will be carried. However, we hold no liability for any loss, charge, violation to the contracts, or any other damages arising out of our inability to provide services in accordance with the advance requests of passengers.
b. Passengers with difficulties in movement and request of any special services should inform our ticket offices or Hotline at least 48 hours before the scheduled departure time to arrange special assistance devices upon requests. We will carry the passengers provided that we can arrange special conditions to satisfy the passengers’ special requests. If do not inform us at the time of your special needs, we will nevertheless use reasonable efforts (see**Note**) to accommodate your special needs If passengers fail to inform us in advance about the need of special services, we only try to provide the passengers the special requests if any.
c. For safety reasons, we only carry maximum four (04) passengers with limited movement ability on the same flights, in which maximum two (02) passengers with limited ability to go up and down the staircase of the aircraft. We do not provide movement supporting device on the cabin.
d. We may require passengers to have a companion for safety reason or if passengers cannot escape in emergency circumstance or passengers are not able to understand the safety instructions on flight. Passengers accompanying the passengers who are unable to escape when emergency must be older than 18 and healthy enough to be able to help the accompanied passengers to escape.
e. With regards to some special services we provide, we may, at our discretion, levy a charge for the provision of these services and passengers may be requested an accompany passenger.
TVJ classifies passengers with limited movement capability into 3 categories below
a. WCHR: Passengers requiring wheelchair for ramp 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. The maximum number of WCHR on each flight: 04 passengers
b. WCHS: Passengers requiring wheelchair for steps are passengers who cannot 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. The maximum number of WCHS on each flight: 02 passengers. The total number of WCHR and WCHS maximum on each flight: 04 passengers
c. WCHC: Passengers requiring wheelchair for cabin are passengers who are completely immobile, requiring assistance to/from aircraft, up/down steps and to/from cabin seat. In case passengers require wheelchair equipment on board, TVJ is unable to accept carriage. In case passengers do not require equipment on board, apply as WCHS
d. Conditions of acceptance: for WCHS and WCHC, passengers must be accompanied by an escort.
Other special assistance:
Acceptance for carriage of young passenger travelling alone (YPTA – on domestic flights only), Blind (BLND)/Deaf (DEAF) passengers, passengers with illness or other passengers requiring special assistance is subject to prior arrangement with us (at least 48 hours before schedule time of departure by TVJ/VJC ticket offices or hotline) and in accordance with Our Regulations.
a. DEAF/BLND is a passenger with severe hearing and vision impairment and can only move around with the help of an accompanying person. The maximum number of DEAF/BLND passengers on each flight: 05 passengers.
b. Conditions of acceptance: passenger must be accompanied by an escort. The name of escort must be given to us provided that such escort must be traveling and accompanying such passenger in the same flight; otherwise, we reserve the right to deny boarding and refund airfare to such passenger.
Passengers requiring stretcher, oxygen (STCR/OXYG)
a. STCR is a service providing stretcher to passenger on board.
b. OXYG is a service providing oxygen to passenger on board.
c. Conditions of acceptance: TVJ does not provide STCR/OXYG service. Passenger own Oxygen is forbidden on all flight of TVJ due to CAAT DGR regulation.
** Note**
- Requests must be made at least 48 hours before STD.
- Special service for passenger are only accepted via Ticket offices (include TVJ, VJC ticket offices and outsourced) and Call center
- Passengers health is well enough to make the flight. In case of illness, passengers must complete medical clearance according to "Provisions for passengers require medical clearance before flights" to ensure healthy enough to make the flight
- In case that passengers have not requested a special service for wheelchairs, BLND and/or DEAF in advance and require special services at the airport, TVJ Representative / SM will check the conditions of acceptance, given the condition that passengers’ escort must be accompanying to provide the assistance during the flight and boarding, based on the passenger's status and the actual situation at departure/ arrival terminals, then make the decision to accept or refuse carriage.