Passenger Handling Manual: This Manual Is Uncontrolled When Printed

PASSENGER HANDLING MANUAL
ISSUE 00, REV 02, 21AUG2017
This manual is uncontrolled when printed

GIAO THONG VAN TAI LONG IIOA XA HQI CHU NGI-11A. VitT NAM
CUC HANG KHONG VIVT NAM D4 lap - Tty do - 1-14nh pink
So: Mr/ QD- CHK Ha Noi, ngay Ogthang 09 nam 2017
QUYET DINH
Ve viec phe chuAn tai lieu Htro'ng dan piny vu hanh lihach
CUC TRU'O'NG CUC HANG KHONG VItT NAM
Can cir Quy'L dinh so 121/QD-BGTVT ngay 14/01/2016 cua BO truong

Bo Giao thong van tai quy dinh chirc nang, nhiem vu, quyen han va co. cau to
chirc cua Cvc Hang khong V* Nam;
Can cu Thong tu. so 01/2011/TT-BGTVT ngay 27/01/2011, Thong tu. so
03/2016/TT-BGTVT ngay 31/03/2016 va Thong W. so 21/2017/TT-BGTVT
ngay 30/06/2017 cua Bo tru.ong Bo Giao thOng van tai ban hanh13() quy ch6 An
toan hang khong dan dung linh vt..rc tau bay va khai that tau bay;
Xet de nghi cua T6ng cong ty Hang khong Viet Nam-CTCP tai cong van
so 838/TCTHK - ATCL ngdy 30/8/2017;
Theo 6' nghi cua Tru.O.ng pheng Tieu chuan an toan bay,
QUYET DINH:
Dieu 1. Phe chuAn tai lieu Hu.o.ng dan phijc vu hanh khach (Passenger
Handling Manual) ban hanh lan 00, stra dOi 02 cua Tong cong ty Hang khong
Viet Nam-CTCP.
Dieu 2. Quy6t dinh nay c6 hieu luc ke tir ngayl(T.
Dieu 3. Tru.6.ng phong Tieu chuan an toan bay, Tong cong ty Hang khong
Viet Nam-CTCP va cac to chirc, ca nhan c6 lien quan chiu trach nhim thi hanh
quyet dinh nay.mv
IVo'i nh lin: K UC TRVONG

- diL 3; RU'O'NG
- Cgc trirong (de bao cao);
- Luu: VT, TCATB (131104b).
CHAPTER 0 – DOCUMENT ADMINISTRATION
PASSENGER HANDLING
MANUAL
CHAPTER 0
DOCUMENT
ADMINISTRATION
VietnamAirlines JJ DOCUMENT ADMINISTRATION LOEP/P1
Rev 02
PASSENGER HANDLING LIST OF EFFECTIVE PAGES 21AUG2017
MANUAL
0.1 LIST OF EFFECTIVE PAGES

Section/item Pages Issue number RevisionRevision date
number
LOEP 1-4 00 02 21AUG2017
LONR 1-1 00 02 21AUG2017
SIG 1-1 00 02 21AUG2017
LOD 1 00 01 15MAR2017
TOC 1-9 00 02 21AUG2017
1.1 1-3 00 02 21AUG2017
1.2 1-5 00 01 15MAR2017
1.2 6 00 02 21AUG2017
2.1 1 - 26 00 02 21AUG2017
2.2 1-7 00 01 15MAR2017
2.3 1-6 00 02 21AUG2017
3.1 1-2 00 01 15MAR2017
3.2 1-2 00 02 21AUG2017
4.1 1-6 00 01 15MAR2017
4.2 1-1 00 02 21AUG2017
4.2 2-7 00 01 15MAR2017
4.3 1-1 00 02 21AUG2017
4.3 2-6 00 01 15MAR2017
5.1 1,5-17, 20-28 00 01 15MAR2017
5.1 2-4, 18-19 00 02 21AUG2017
5.2 1-10 00 01 15MAR2017
5.3 1-8 00 01 15MAR2017
This Passenger Handling Manual Issue 00 Rev 02 is complied by Marketing Service

Department, reviewed by Safety and Quality Deparrtment, approved by Vietnam
Airlines' President & CEO/ Authorised person and accepted by CAAV.
Prepared by Reviewed Approved by Accepted by
NO Van Sdn ti(u m

Trinh Anh Thang Le Ho a gti
Deputy Director Deputy Director Executive Vice
Marketing Safety and President
Service Quality Vietnam Airlines
Department Department
Date 30 A,, 20,0- Date 5-Se/920,1-r Date 3-3-ep2o-/-7-- Date g —epac
S
"This manual is uncontrolled when printed"
AftVietnamAirlines.:' DOCUMENT ADMINISTRATION LOEP/P2
Rev 02
MANUAL
5.4 1, 3 - 5 00 01 15MAR2017
5.4 2 00 02 21AUG2017
5.5 1-8 00 01 15MAR2017
5.6 1-6 00 01 15MAR2017
6.1 1-6 00 01 15MAR2017
6.2 1-9 00 01 15MAR2017
6.3 1 - 10 00 01 15MAR2017
6.4 1-1 00 01 15MAR2017
6.5 1-1 00 01 15MAR2017
6.6 1-1 00 01 15MAR2017
6.7 1-4 00 01 15MAR2017
6.8 1-7 00 01 15MAR2017
7.0 1-6 00 02 21AUG2017
7.1 1 - 13 00 02 21AUG2017
7.2 1 - 10 00 02 21AUG2017
7.3 1-7 00 02 21AUG2017
7.4 1-9 00 02 21AUG2017
7.5 1 - 10 00 02 21AUG2017
7.6 1-3 00 02 21AUG2017
7.7 1-7 00 01 15MAR2017
7.8 1-1 00 02 21AUG2017
Annex 1-17 00 02 21AUG2017
8.1 1-3 00 01 15MAR2017
8.2 1-5 00 01 15MAR2017
8.3 1-2 00 01 15MAR2017

Trinh Anh Thang NO Van Scin Le Ho Ha al4 44' 444 +tt:i

Date 36-A1 24„0- Date 5-...Waft Date 5L-Sef20-/-7" Date gselozw-
"This manual is uncontrolled whenprinted"
.Vietnam Airlines :.7) DOCUMENT ADMINISTRATION LOEP/P3
Rev 02
MANUAL
8.4 1-1 00 01 15MAR2017

8.5 1-1 00 01 15MAR2017
8.6 1-2 00 01 15MAR2017
8.7 1-2, 4-6 00 01 15MAR2017
8.7 3,7 00 02 21AUG2017
9.1 1-6 00 01 15MAR2017
9.2 4,6 - 21 00 01 15MAR2017
9.2 1-3, 5 00 02 21AUG2017
9.3 1-2 00 01 15MAR2017
9.4 1-4 00 01 15MAR2017
9.5 1 - 21 00 01 10MAY2017
9.6 1 - 43 00 01 15MAR2017
9.6 44-46 00 02 21AUG2017
10.1 1-2 00 01 15MAR2017
10.2 1-2 00 01 15MAR2017
10.3 1-2 00 01 15MAR2017
10.4 1-9 00 01 15MAR2017
10.5 1-3 00 01 15MAR2017
11.1 1-1 00 01 15MAR2017
11.2 1-1 00 01 15MAR2017
11.3 1-1 00 01 15MAR2017
11.4 1-1 00 01 15MAR2017
11.5 1-1 00 01 15MAR2017
11.6 1-1 00 01 15MAR2017
11.7 1-1 00 01 15MAR2017

diyid
tut (1/-(_,
Trinh Anh Thang Ngo Van Son Le Ho Ku katil
Date 30-4720,kr-- Date 5Se/4.WI— Date Sis'epzo,(1-- Date gSeezo-64--
LOEP/P4
AkVietnamAictines :. .::.,1 DOCUMENT ADMINISTRATION
Rev 02
MANUAL
1-1 00 01 15MAR2017
11.8
11.9 1-1 00 01 15MAR2017
12.1 1-3 00 01 15MAR2017
12.2 1-8 00 01 15MAR2017
12.3 1 - 12 00 01 15MAR2017
12.4 1 - 10 00 01 15MAR2017
12.5 1-5 00 01 15MAR2017
13.1 1-2 00 01 15MAR2017
13.2 1-3 00 01 15MAR2017
13.3 1-2 00 01 15MAR2017
13.4 1-2 00 01 15MAR2017
14.1 1-1 00 01 15MAR2017
14.2 1-5 00 01 15MAR2017
14.3 1-1 00 01 15MAR2017
14.4 1-2 00 , 01 15MAR2017
15.1 1-1 00 01 15MAR2017
15.2 1-4 00 01 15MAR2017
16.1 1 - 14 00 01 15MAR2017
16.2a 1-3 00 02 21AUG2017
16.2b 1-8 00 02 21AUG2017
16.2c 1-2 00 01 15MAR2017
16.2d 1-5 00 01 15MAR2017
16.2e 1-8 00 02 21AUG2017

Trinh Anh Thang NO Van Sdn Le Hon a Ma i4 4 44:44

Date 30411, .20,/i- Date 5-Sei, zol4 Date 5-Sep 20/0- Date i-fc-76 24/ ---
DOCUMENT ADMINISTRATION LONR/P1
Rev 02
PASSENGER HANDLING LIST OF NORMAL REVISIONS 21AUG2017
MANUAL
0.2 LIST OF NORMAL REVISIONS
Issue number Revision number Revision date Signature
00 00 01JUL2015
00 01 10MAY2017
00 02 21AUG2017

DOCUMENT ADMINISTRATION SIG/P1
Rev 02
PASSENGER HANDLING LIST OF SIGNIFICANT CHANGES 21AUG2017
MANUAL
0.3 LIST OF SIGNIFICANT CHANGES
Phần/Mục Nội dung sửa đổi
1.1 Add the requirement of control DGM and the responsibility of MSD in
comparing the processes in PHM with IGOM. Add the form of document
acknowledge receipt
2.1 Add the requirement of availability of DGM at check in locations. Add

the processes according to IGOM
2.3 Add the requirement of availability of DGM at boarding locations. Add

the processes according to IGOM
3.2 Add the general regulation.
4.2/4.3 Add the general regulation for handling transit and transfer passenger
5.1 Add the processes according to IGOM
7.0/7.1/7.2 Add the requirement of escort. Add the processes according to IGOM
8.7.4.2 Add the processes according to IGOM
9.2/9.6 Add the processes according to IGOM
10 Referrence to Announcement Manual
16.2A/B/E Update the checklist

DOCUMENT ADMINISTRATION LOD/P1
Rev 01
PASSENGER HANDLING LIST OF DISTRIBUTIONS 10MAY2017
MANUAL
0.4 LIST OF DISTRIBUTIONS
No Users Quantity
1. Civil Aviation Administration of Viet Nam 01
2. Northern Airport Authority 01
3. Middle Airport Authority 01
4. Southern Airport Authority 01
5. President & CEO 01
6. Vice presidents 08
7. Corporate Administration 01
8. Finance & Accounting Department 01
9. Investment Department 01
10. Organization & Human Resource Department 01
11. Safety, Quality & Security Department 01
12. Technical Department 01
13. Supply & Material Department 01
14. Corporate Planning and Development Department 01
15. Sale and Marketing Department 01
16. Cargo Planning & Marketing 01
17. Marketing Service Department 01
18. Information Technology Department 01
19. Legal Department 01
20. Operation Control Center 01
21. Flight Crew 919 01
22. Cabin Crew 01
23. VNA branch Flight Training 01
24. The Aviation Information and Telecommunications Join Stock 01
Company (AITS)
25. NoiBai Operation Center 01
26. Tan Son Nhat Operation Center 01
27. VNA branch in Northern Region 01
28. VNA branch in Middle Region 01
29. VNA branch in Southern Region 01
30. Vietnam Airport Ground Services Limited 01
31. Vietnam Airlines Engineering Company 01
32. Vietnam Airlines Worldwide Branch Offices 66
33. Vietnam Airlines Representative Offices in Vietnam 36

DOCUMENT ADMINISTRATION TOC/P1
PASSENGER HANDLING TABLE OF CONTENT Rev 02

MANUAL 21AUG2017
0.5 TABLE OF CONTENT
Item Content Item/Page

CHAPTER 0 - DOCUMENT ADMINISTRATION
0.1 List of effective pages LOEP/P1-P4
0.2 List of normal revision LONR/P1
0.3 Significant changes SIG/P1
0.4 List of distribution LOD/P1
0.5 Table of content TOC/P1-P11
CHAPTER 1 – GENERAL REGULATIONS
1.1 General regulations 1.1/P1-P3
Vocabulary, definition, abbreviation, referential
1.2 1.2/P1-P4
documents
CHAPTER 2 - DEPARTURE
2.1 Check-in process 2.1/P1-P26
2.1.1 Defintion 2.1/P1
2.1.2 Check-in types 2.1/P1
2.1.3 General 2.1/P1-P2
2.1.4 Check-in counter allocation 2.1/P2-P4
2.1.5 Check-in opening and closing time 2.1/P4
2.1.6 Processing time 2.1/P4
2.1.7 Queing time 2.1/P5
2.1.8 Emergency back up check-in 2.1/P5
2.1.9 Pre-departure activities 2.1/P5
2.1.10 Travel document and verification 2.1/P7
2.1.11 Passengers security 2.1/P8-P9
2.1.12 Denial transportation 2.1/P9-P10
2.1.13 Seating 2.1/P10-P12
2.1.14 Exit row seating 2.1/P12
2.1.15 On flight 2.1/P12-P15
2.1.16 Baggage acceptance 2.1/P15-P16
2.1.17 Special group check-in 2.1/P16
2.1.18 Acceptance of standy passengers 2.1/P17
2.1.19 Flight documents 2.1/P18
2.1.20 Post check-in 2.1/P18
Annex 1 2.1/P19
Annex 2 2.1/P20


MANUAL 21AUG2017
Annex 3 2.1/P21
Annex 4 2.1/P22-26
2.2 Business class lounge service 2.2/P1-P8
2.2.1 General regulations 2.2/P1
2.2.2 Eligible passenger 2.2/P1-P2
2.2.3 Service standards of business class lounge 2.2/P3
2.2.4 Handling procedure 2.2/P3-P5
Managing number of passengers and financing procedures at
2.2.5 2.2/P5-P6
lounges accepting SkyTeam passengers
Annex 2.1/P7-P8
2.3 Boarding 2.3/P1-P5
2.3.1 General
2.3.2 Precedence of boarding 2.3/P1-P2
2.3.2 Boarding time 2.3/P2
2.3.3 Boarding gate 2.3/P3-4
2.3.4 Boarding during refueling 2.3/P4
2.3.5 Handling procedures 2.3/P4-P6
CHAPTER 3 - ARRIVAL
3.1 Service standard 3.1/P1-P2
3.1.1 Common standard 3.1/P1
3.1.2 Standard for passenger arrives and transfers to VNA’ flights 3.1/P1-P2
3.2 Handling Procedure 3.2/P1-P2
3.2.1 Pre Arrival 3.2/P1
3.2.2 Arrival 3.2/P1
3.2.3 Arrival Handling 3.2/P1-P2
CHAPTER 4 – TRANSIT, TRANSFER
4.1 General Regulations 4.1/P1-P6
4.1.1 Definitions 4.1/P1
4.1.2 Classifications 4.1/P1-P4
General regulations for handling transit and transfer
4.1.3 4.1/P5-P6
passengers
4.2 Transit passengers 4.2/P1-P7
4.2.1 General 4.2/P1
4.2.2 Disembarkation of transit passengers 4.2/P1
4.2.3 Identical transit passengers 4.2/P1-P3
4.2.4 Combined transit passengers 4.2/P3-P7
4.3 Transfer passengers 4.3/P1-P7
4.3.1 General 4.3/P1
4.3.1 Identical on-line transfer passengers 4.3/P1-P4
4.3.2 Combine online transfer passengers 4.3/P4-P5
4.3.3 Identical interline transfer passengers 4.3/P5-P6


MANUAL 21AUG2017
4.3.4 Combine interline transfer passengers 4.3/P6-P7

CHAPTER 5 - IRREGULARITIES
5.1 Delay, cancellation and early departure 5.1/P1-P27
5.1.2 Informing to passengers 5.1/P2-P4
5.1.3 Alternative travel arrangement for affected passengers 5.1/P4-P6
5.1.4 Services provision 5.1/P6-P10
5.1.5 Compensation payment for cancellation 5.1/P10-P14
5.1.6 Handling ticket 5.1/P14
5.1.7 Settlement documents 5.1/P14
5.1.8 On duty assignment and report 5.1/P14
Annex 5.1/P19-P28
5.2 Denied boarding passenger 5.2/P1-P10
5.2.2 Priority Order 5.2/P1-P3
5.2.3 Compensation 5.2/P4-P6
5.2.4 Services provision 5.2/P6-P7
5.2.5 Handling ticket 5.2/P7
5.2.6 Handling Procedure 5.2/P7-P9
Annex 5.2/P10
5.3 Change of service class 5.3/P1-P10
5.3.2 Eligibility 5.3/P1-P6
5.3.3 Handling Procedures 5.3/P6-P9
Annex 5.3/P10
5.4 Involuntary rerouting 5.4/P1-P5
5.4.2 Sequence priority 5.4/P2
5.4.3 Considering other substitute flights 5.4/P3
5.4.4 Arising cost 5.4/P3
5.4.5 Free baggage allowance 5.4/P3-P5
5.4.6 Involuntary reroute handling procedures 5.4/P4-P5
5.4.7 Ticketing and refunding 5.4/P5
5.5 Voucher and settlement 5.5/P1-P10
5.5.1 Vouchers 5.5/P1-P5
5.5.2 Settlement procedures 5.5/P5-P8
Annex 5.5/P9-P10
5.6 Identify and reduce spreading delay 5.6/P1-P6
5.6.1 General Regulations 5.6/P1-P3
5.6.3 Recording 5.6/P5

MANUAL 21AUG2017
Annex 5.6/P6
CHAPTER 6 – PRIORITY PASSENGER
6.1 Business class passenger 6.1/P1-P7
6.1.1 Service standards 6.1/P1-P4
6.2 VIP/CIP passenger 6.2/P1-P9
6.2.1 Service standard 6.2/P1-P4
6.3 Frequent flyer program member 6.3/P1-P8
6.3.1 Member classification 6.3/P1
6.3.2 Principle of service 6.3/P1
6.3.3 Scope of application 6.3/P2
6.4 Corporate account passenger (C/A) 6.4/P1
6.5 C-Request passenger 6.5/P1
6.5.1 Definition 6.5/P1
6.5.2 Service standards 6.5/P1
6.5.3 Handling procedures 6.5/P1
6.6 High-yield economy passenger 6.6/P1
6.6.3 Handling procedures 6.6/P1
6.7 VIP Passenger 6.7/P1-P4
6.7.1 Eligibility of service 6.7/P1
6.7.5 Irregular handling 6.7/P4
6.8 Skypriority passenger 6.8/P1-P8
6.8.1 Elibigility of application 6.8/P1
6.8.2 Scope of application 6.8/P1-P2
6.8.3 Service Standards 6.8/P2-P3
6.8.4 Procedures 6.8/P4-P5
Annex 6.8/P6-P8
CHAPTER 7 – PASSENGER NEEDS SPECIAL SERVICES
7.0 Carriage of special categories of passengers 7.0/P1-P6
7.0.2 Spcial caterogies list 7.0/P1
7.0.3 VNA do not allow transportation 7.0/P1
7.0.4 Number of Spcial caterogies passengers 7.0/P2
7.1 Normal special service request 7.1/P1-P13
7.1.1 Definitions 7.1/P1-P2


MANUAL 21AUG2017
7.1.2 Acceptance for carriage 7.1/P2-P5

7.1.4 Requirements on providing specific special service types 7.1/P9-P13
Passenger required for medical clearance before
7.2 7.2/P1-P11
departure
7.2.1 Definitions 7.2/P1-P2
7.3 MEDA Passenger requiring stretcher, oxygen 7.3/P1-P7
7.4 Infant, child, unaccompanied minor 7.4/P1-P9
7.5 INAD services 7.5/P1-P9
7.5.2 Reasons 7.5/P1-P2
7.5.3 The responsibility of carrier concerned 7.5/P2
Annex 7.5/P9
7.6 Deportees 7.6/P1-P3
7.6.2 Acceptance for carriage 7.6/P1
7.6.3 Handling Procedures. 7.6/P2-P3
7.7 Dead passenger services 7.7/P1-P14
7.7.3 Insurance regulation 7.7/P5-P7
Annex 7.7/P8-P14
CHAPTER 8 – SPECIFIC SERVICES
8.1 Through check-in 8.1/P1-P3
8.1.2 Application criteria 8.1/P1
8.1.3 General application conditions 8.1/P-P2
8.1.4 Procedure 8.1/P2-P3
8.1.5 List of airlines with ITCI contract 8.1/P3
8.2 No-meal services 8.2/P1-P5


MANUAL 21AUG2017
International – domestic v.v. transfer assistance on

8.3 8.3/P1-P2
priority flights
8.3.2 Standard 8.3/P1
Assistant service for all passenger at business counter on
8.4 8.4/P1
preferential flights
8.5 Advanced seat request 8.5/P1
8.6 Language of destination assistant services 8.6/P1-P2
8.6.1 Criteria 8.6/P1
8.6.3 Office in charge and Job description 8.6/P1-P2
8.6.4 Procedures 8.6/P2
8.7 Online check-in 8.7/P1-P7
8.7.1 Eligible passenger 8.7/P1
8.7.3 Conditions of application 8.7/P1-P2
8.7.4 Airport procedures 8.7/P2-P4
8.7.5 Irregular handling 8.7/P5
8.7.6 For domestic flights 8.7/P5-P7
CHAPTER 9 - BAGGAGE
9.1 General Introduction 9.1/P1-P6
9.1.2 General regulation of carriage 9.1/P1-P2
9.2 Handling procedures 9.2/P1-P20
9.2.1 Handling carry-on baggage 9.2/P1-P2
9.2.2 Handling checked baggage 9.2/P3-P15
9.2.3 Handling of arrival baggage 9.2/P16-P17
9.2.4 Handling stopover baggage 9.2/P17
9.2.5 Baggage for transit baggage 9.2/P17-P20
9.3 Priority baggage 9.3/P1-P2
9.3.1 Priority baggage 9.3/P1
9.4 Value declared baggage 9.4/P1-P5
9.4.1 General regulations 9.4/P1-P2
9.5 Handling special baggage 9.5/P1-P21
9.5.2 Pet travel service 9.5/P1-P6
9.5.3 Service dog for reduced mobility passenger 9.5/P6-P7
9.5.4 Cabin baggage (CBBG) 9.5/P7-P9


MANUAL 21AUG2017
9.5.5 Checked bulky baggage (BULK), bike (BIKE) 9.5/P9-P11

9.5.6 Sport equipment (SPEQ) 9.5/P11-P12
9.5.7 Carriage of passenger’s mobility aids and asistive devices 9.5/P12-P15
9.5.8 Baby basket, collapsible trolley, personal wheelchair 9.5/P15
9.5.9 Dangerous Goods to be carried as baggage 9.5/P15-P16
9.5.10 Dangerous Objects, gum and ammunitions 9.5/P16
9.5.11 Fragile 9.5/P16
9.5.12 Fresh, perishable items 9.5/P16-P18
9.5.13 Remains 9.5/P18-P19
Annex 9.5/P20-P21
9.6 Baggage mishandling 9.6/P1-P46
9.6.1 General regulation 9.6/P1-P12
9.6.2 Handling baggage claim and compensation 9.6/P12-P23
9.6.3 Irregular Baggage ‘s handling procedures 9.6/P23-P29
9.6.4 Damaged baggage handling 9.6/P29-P32
9.6.5 Pilfered baggage handling 9.6/P32-P34
9.6.6 On-hand baggage handling 9.6/P34-P37
Handling procedures of missing carry-on baggage and carry-
9.6.7 9.6/P37-P39
on baggage which is damaged due to VNA’s careless
9.6.8 Bag switch handling procedures 9.6/P39-P42
Annex 9.6/P43-P46
CHAPTER 10 - ANNOUNCEMENT
10 General 10.1/P1
CHAPTER 11 – CODE-SHARE, JOINT VENTURE
11.1 General 11.1/P1
11.1.1 General principles 11.1/P1
11.1.2 Types of Cooperation 11.1/P1
11.2 Check-in 11.2/P1
11.3 Acceptance of the passenger 11.3/P1
11.4 No record and goshow passenger 11.4/P1
11.5 Baggage handling 11.5/P1
11.6 Over-sale, downgrade and denied boarding 11.6/P1
11.7 Lounge 11.7/P1
11.8 Special services 11.8/P1
11.9 Inflight services 11.9/P1
11.10 FFP program 11.10/P1
11.11 Immigration and fine 11.11/P1
11.12 Irregularity handling 11.12/P1
CHAPTER 12 - ACCIDENT AND INCIDENT HANDLING
12.1 General Introduction 12.1/P1-P3
12.1.2 Applying scope 12.1/P1


MANUAL 21AUG2017
12.1.3 Regulations 12.1/P1-P2

12.1.4 Handling Procedures 12.1/P2-P3
12.2 Handling of passenger with health problem 12.2/P1-P9
12.2.1 Regulations 12.2/P1-P2
12.2.3 Visiting regime, claim goodwill 12.2/P5-P7
12.2.4 Insurance regulation 12.2/P7-P9
Handling of accident and incident related to ramp
12.3 12.3/P1-P13
operation.
12.3.1 Accident and incident relating to human being 12.3/P1-P3
Accident and incident relating to airplane equipment, ground
12.3.2 12.3/P3-P6
technical equipment
12.3.3 Accident and incident to dangerous goods 12.3/P6-P8
12.3.4 Accident and incident with normal goods 12.3/P9-P10
12.3.5 Prevention activity 12.3/P10-P13
Handling of accident and incident related to loading
12.4 12.4/P1-P12
operation.
12.4.1 Accidents and incident to the human beings 12.4/P1-P5
Accidents and incident to ownerless luggage and dangerous
12.4.2 12.4/P5-P7
goods
12.4.3 Accidents and incident to normal goods 12.4/P7-P8
Handling of accident and incident related to passenger
12.5 12.5/P1-P6
services
12.5.1 Types of accident and method of treatment 12.5/P1-P4
CHAPTER 13 – SUPPLEMENTARY GROUND SERVICES
13.1 Hotel accommodation 13.1/P1-P3
13.1.1 Standards 13.1/P1-P2
13.2 Transit tour 13.2/P1-P2
13.2.1 General 13.2/P1
13.3 Restaurant 13.3/P1-P2
13.3.1 Standards 13.3/P1
13.4 Ground transport 13.4/P1-P2
13.4.1 Standards 13.4/P1
CHAPTER 14 - SERVICE QUALITY CONTROL
14.1 General introduction 14.1/P1


MANUAL 21AUG2017
14.1.2 Checking Operator and Checking Objectives 14.1/P1

14.2 Base of service quality management 14.2/P1-P5
14.2.1 General Principles 14.2/P1
14.2.2 Control Foundations 14.2/P1-P5
14.3 None appropriate services control 14.3/P1
14.3.1 General Requirements 14.3/P1
14.3.2 Non conformity Service Judgement 14.3/P1
14.4 Tools of service quality management 14.4/P1-P2
14.4.1 General principles 14.4/P1-P2
14.4.2 Control tools 14.4/P2
CHAPTER 15 – QUALITY IMPROVEMENT
15.1 General introduction 15.1/P1-P2
15.1.1 Purpose 15.1/P1
15.1.2 Scope 15.1/P1
15.1.3 Obligations 15.1/P1-P2
15.2 Improvement procedures 15.2/P1-P4
For Service Provider that had signed Service Level
15.2.1 15.2/P1
Agreement (SLA)
For Service Provider that not yet to sign Service
15.2.2 15.2/P2
Level Agreement (SLA)
15.2.3 The role of Statistic Tools 15.2/P3-P4
CHAPTER 16 APPENDIX
16.1 Appendix 16.1: Samples of tags labels 16.1/P1-P12
Appendix 16.2A: Standards of auditing VNA
16.2A 16.2A/P1-P3
representatives’ station operations
16.2B Appendix 16.2B: Check list of ground services quality 16.2B/P1-P8
16.2C Appendix 16.2C: Check list of ramp safety 16.2C/P1-P2
16.2D Appendix 16.2D: Check list of catering and inventory 16.2D/P1-P5
16.2E Appendix 16.2E: Table of ground services standards 16.2E/P1-P8

CHAPTER 1 – GENERAL REGULAITIONS
PASSENGER HANDLING
MANUAL
CHAPTER 1
GENERAL REGULATIONS
GENERAL REGULATIONS 1.1/P 1
Rev 02
PASSENGER HANDLING GENERAL INTRODUCTIONS 21AUG2017
MANUAL
1.1 GENERAL INTRODUCTIONS

1.1.1 This Manual is called "Passenger Handling Manual" and applies to all
flight operated by Vietnam Airlines on the aircrafts which have more
nineteen seats. Interline flights of Trade Cooperation upon the agreement
between Vietnam Airlines (VNA) and its counterpart will observe articles
and conditions specified in such agreement. VAR13.001(a)
1.1.2 This manual Part is applicable to the persons and organizations that
operate the aircraft and the persons performing duties on their behalf such
as Director of Operation Center, VNA Branch Offices. They have the
right and obligation to undertake the responsibility to organize, assign and
supervise staff and sections concerned to obey the regulations of this
Manual. VAR13.001(b)
1.1.3 VNA Representatives at the airport in this manual are Station Managers
at oversea and domestic airports. They are responsible for performing
assigned tasks of VNA representatives in order to ensure service quality
to comply with VNA’s policies and procedures. VAR12.183(a)
1.1.4 Station manager has responsibility to promulgate and hand over this
manual and other related manual to ground handling company by using
the annex 1A-1. For the requirement of current DGM is accessible at
locations where passenger check in and boarding are conducted, station
manager regularly check and assess in order to comply this requirement.
1.1.5 Goodwill payment
Besides the case apply goodwill payment policy specified in certain
chapters of this Manual, Operation Centers, VNA Branch Offices, VNA
Representatives may apply the policy of goodwill payment in situations
such as the interest and image of VNA are considered likely to be damaged
or in case of extremist passenger or passenger dealing with difficulties that
caused by VNA. Director of Operation Centers, VNA Branch Offices
decide goodwill payment at appropriate expense in certain market and
report as specified in Article 1.1.6.
Details of goodwill payment levels:
a) Domestic flights
Flight distance Flight Sector Amount

Rev 02
MANUAL
HAN - DIN/ VII/ VDH v.v.

DAD - PXU/ BMV/ VII v.v. 200.000
Up to 500 km SGN - BMV/DLI/CXR/PXU/VCS v.v. VNĐ
SGN - PQC/VKG/VCA/TBB/CAH v.v.
HAN/ SGN - DAD/ HUI/ UIH /VCLv.v.
HAN - PXU v.v.
From over 500 SGN – VDH v.v. 300.000
up to 1.000 km DAD – HPH/ CXR/ DLI v.v. VNĐ
VII – BMV/DLI/PXU v.v.
HAN - SGN/ DLI/ CXR/ BMV/TBB v.v.
400.000
1.000 km or more HAN - VCA/ PQC v.v.
SGN - HPH/ THD/ VII v.v. VNĐ
b) International flights
Flight distance Flight sector Amount

HAN/ SGN - BKK/ VTE/ REP v.v.
HAN - HKG/ CAN/ LPQ v.v.
Up to 1.000 km SGN - PNH v.v. 100 USD
DAD - REP/ CAN/HKG/MFM v.v.
VII - VTE v.v.
HAN/ SGN - TPE/ KHH/ KUL/SIN/
RGN/MNL/CTU v.v.
HAN - PVG/PEK/ PNH/HGH/v.v.
From over 1.000
SGN - CAN/ CGK/ HKG/KMG v.v. 150 USD
up to 2.500 km
DAD –HKG/CTU/HGH/WNZ/PVG/
KULv.v.
VCA-TPE v.v.
HAN/ SGN - KIX/ NRT/ FUK/ NGO
v.v.
From over 2.500 HAN/ SGN - ICN/ PUS v.v.
200 USD
up to 5.000 km HAN - CGK v.v.
SGN – PVG/PEK v.v.
DAD – ICN/PUS/NRT v.v.
HAN/ SGN - CDG/ FRA/LHR v.v.
5.000 km or more HAN/ SGN/ CXR - DME v.v. 250 USD
HAN/SGN - MEL/SYD v.v

Rev 02
MANUAL
1) Flight sectors which haven’t been updated on this manual, goodwill

payment level shall be based on flight distance.
2) Assignment: Directors of Operation Centers, VNA Branch Offices are
allowed to pay above goodwill payment level.
1.1.6 In certain circumstances that are not mentioned in this Manual, Directors
of Operation Centers, VNA Branch Offices and General Managers, based
on their authority and responsibility as well as actual situation to decision
appropriately, report to the CEO and President and copy to the concerned
Departments.
1.1.7 Amendments and revisions of this Manual are decided by VNA President
& CEO/authorized person. When the situation demands, sections
concerned are required to send their proposals to Marketing Services
Department in written form. Marketing Services Department is
responsible for collecting, reviewing all proposals, and reporting to the
President and CEO/authorized person for approval.
1.1.8 Marketing Services Department has responsibility to compare regularly in
order to ensure the processes and procedures for the conduct of ground
handling operations in this manual, as a minimum, equivalent to
procedures and processes in the IGOM.
1.1.9 In this Manual is written in the Vietnamese and/or English language.
When both languages are used, if any difference in meaning between the
English language version and the Vietnamese language version, the
meaning as written in the Vietnamese language version shall prevail.
1.1.10 Amendments and revisions of this Manual must be in standard format with
the effective date, the date of issue, effective pages and guidance.
Marketing Services Department shall inform users the content of
amendments and revisions by replacing of new pages.
1.1.11 Marketing Services Department informs "List of effective pages" to
sections concerned for reviewing and updating the information of the
Manual.

GENERAL REGULATIONS 1.2/P1
Rev 01
PASSENGER HANDLING 1.2 VOCABULARY, DEFINITION, ABBREVIATION, 15MAR2017
MANUAL REFERENTIAL DOCUMENT
1.2 VOCABULARY, DEFINITION, ABBREVIATION

1.2.1 Vocabularies:
Besides vocabulary and definition which are specified in this manual, other
vocabularies and definitions are specified in IATA regulations and other documents
of Vietnam Airlines.
Abbreviation Content
AD Agent Discount
AHL Missing Baggage File
DCS Departure Control System
FFP Frequent Flyer Program
FID Flight Information Display
FIM Flight Interruption Manifest
FOC Free of charge passenger
ID Industrial Discount
INAD Inadmissible passenger
INF Infant under 2 years old
ITCI Interline through check-in
MCO Miscellanous Charge Order
NOREC No Record
PIC Pilot in Command
SPA Special Prorate Agreement
STA Schedule Time of Arrival
STD Schedule Time of Departure
TCI Through check-in
1.2.2 Definitions
Common check-in Check-in mode that a counter is opened for check-in
of all flights.
Lost and Found Counter A counter for receive and handle the claims relating
irregular baggage.
Stopover Connection point with connecting time over 24
hours.
Transit tour City tour during connecting time
Transfer Connection point with connecting time within 24
hours
Interline Flights combine more than one carrier
Rev 01
No-show Passengers with seat confirmed, not checked-in, not

departed; or passengers with seat confirmed,
checked-in, not departed because of immigration
problem or other personal reasons, etc.
Go show Passengers without OK ticket and seat confirmed,

but departed or passengers reaccommodated from
another flight.
1.2.3 Abbreviation
1.2.3.1 Department
ATCL Safety and Quality Department
DVTT Marketing Service Department
NOC Noibai Operation Center
DOC Danang Operation Center
TCKT Finance & Accounting Department
TOC Tan Son Nhat Operation Center
TTBSP Sale and Marketing Department
1.2.3.2 Airports
BKK Suvarnabhumi International Airport (Thailand)
BMV Buon Ma Thuat Airport (Vietnam)
CAH Cà Mau Airport (Vietnam)
CAN Baiyun International Airport (China)
CDG Charles De Gaulle (France)
CKG Soekarno-Hatta (Indonesia)
CTU Chengdu International Airport (China)
CXR Cam Ranh International Airport (Vietnam)
DAD Danag International Airport (Vietnam)
DIN Đien Bien Phu Airport (Vietnam)
DLI Lien Khuong Airport (Vietnam)
DME Domodedovo International Airport (Russia)
DXB Dubai International Airport (The United Arap Emirates)
FRA Frankfurt International Airport (Germany)
FUK Fukuoka International Airport (Japan)
HAN Noibai International Airport (Vietnam)
Rev 01
HGH Hangzhou International Airport (China)

HKG Hongkong International Airport (China)
HND Haneda International Airport (Japan)
HPH Catbi International Airport (Vietnam)
HUI Phubai International Airport (Vietnam)
ICN Incheon International Airport (South Korea)
KHH Kaohsiung International Airport (Taowam)
KIX Kansai International Airport (Japan)
KMG Kunminh International Airport (China)
KUL Kuala Lumpur International Airport (Malaysia)
LAX Los Angeles International Airport (The United State of
America)
LHR Heathow International Airport (The United of Kindom)
LPQ Luang Prabang International Airport (Laos)
MEL Melbourne International Airport (Australia)
MNL Manila International Airport (Philipines)
NGO Chubu Centrair International Airport (Japan)
NRT Narita International Airport (Japan)
PNH Pochentong International Airport (Cambodia)
PQC Phú Quốc International Airport (Vietnam)
PUS Gimhae International Airport (Korea)
PVG Pudong International Airport (China)
PXU Pleiku Airport (Vietnam)
REP Siem Reap International Airport (Cambodia)
RGN Yangon International Airport (Myanmar)
SFO San Francisco International Airport (The United State of
America)
SGN Tan Son Nhat International Airport (Vietnam)
SIN Changi International Airport (Singapore)
SQH Nasan Airport (Vietnam)
SVO Sherementievo International Airport (Russia)
SYD Kingsford Smith International Airport (Australia)
TBB Tuy Hoa Airport (Vietnam)
THD Thanh Hoa Airport (Vietnam)
TPE Taoyuan International Airport (Đài Loan)
UIH Phu Cat Airport (Vietnam)
VCA Can Tho International Airport (Việt Nam)
VCL Chu Lai Airport (Vietnam)
VCS Con Son Airport (Vietnam)
VDH Đong Hoi Airport (Vietnam)
VII Vinh Airport (Vietnam)
Rev 01
VKG Rach Gia Airport (Vietnam )

VTE Wattay International Airport (Laos)
1.2.3.3 Other abbreviation
CIP Commercial Important Person
DGR Dangerous Good Regulation
HKVN Vietnam Airlines
K6 Cambodia Angkor Air
IATA International Air Transport Association
ICAO International Civil Aviation Organization
NOTOC Notice to Captain
OC Operation Center
PVMĐ Ground service
QV Laos Airlines
PNR Passenger Name Record
TCT Cooperation
TIM Travel Information Manual
TIMATIC Travel Information Manual automatic
VIP Very Important Person
VN, VNA Vietnam Airlines
AT7 ATR72
A321 Airbus 321
A330 Airbus 330
A350 Airbus 350
B787 Boeing 787
B777 Boeing 777
1.2.4 References
Vietnam Aviation Regulations
Aviation Security Program
Flight Operation Manual
Ground Operation Manual
Announcement Manual
IATA Dangerous Goods Regulations
IATA Passenger Services Conference Resolutions Manual (PSCRM)
IATA Reservations Interline Message Procedures - Passenger (AIRIMP)
IATA Ground Operation Manual (IGOM)
Passenger Ticketing Manual
Reservation Manual
Rev 01
Dangerous Goods Manual

SkyTeam Membership Requirements
Vietnam Air Regulation – Operation Procedure
VNA General Condition of carriage

Rev 02
PASSENGER HANDLING ANNEX 21AUG2017
MANUAL
ANNEX 1A-1
PHIẾU GIAO NHẬN TÀI LIỆU/

ACKNOWLEDGE RECEIPT
A. THÔNG BÁO GỬI TÀI LIỆU/ SHIPMENT NOTICE
Gửi đến/ Shipped to Ngày gửi/ Date
Người gửi/ Deliverer:
Số lượng
Diễn giải Ghi chú
Qty Description Remarks
B. PHÚC ĐÁP CỦA NGƯỜI NHẬN/ ACKNOWLEDEMENT OF RECEIPT
Ngày nhận Họ và tên người nhận Ghi chú

Date of receipt Full name and signature Remarks
Ghi chú: Để tiện theo dõi và cập nhật tài liệu, xin vui lòng điền đầy đủ thông tin trong phần A và
B gửi về Ban DVTT theo địa chỉ: dvmd.msd@vietnamairlines.com
You are kindly required to sign and return this form to Marketing Service Department by emai:
dvmd.msd@vietnamairlines.com; Thank you for your co-operation.

CHAPTER 2 - DEPARTURE
PASSENGER HANDLING
MANUAL
CHAPTER 2
DEPARTURE
CHAPTER 2 – CUSTOMER ACCEPTANCE 2.1 / P1
PASSENGER HANDLING CHECK-IN PROCESS Rev 02

MANUAL 21AUG2017
2.1 CHECK-IN PROCESS

2.1.1 Definitions
Check-in in the complete sequence of steps which involve the registration of
the customer and their baggage in a DCS or manual system, the labelling of the
baggage and the issuance of one or more boarding passes. Boarding passes
containing the passenger name must be issued for all passengers, either on
paper or electronically.
2.1.2 Check in types
a) Definition: Check-in may be provided at check-in counters, via self
service methods such as web/mobile check-in, kiosk check-in or SMS (if
applicable) and may be performanced using a DCS or manually.
b) Check-in types
1) Manual check-in
2) Through check-in
3) Return check-in
4) Self check-in
5) City check-in
2.1.3 General
a) All passengers shall present themselves individually for check-in due to
safety/security reasons. Exeptions: refer to Security Manual.
b) Passengers’ appearance and behavior should be observed to ensure they
are in a fit to travel condition before acceptance.
c) Passengers’ name in reservation shall be correspondent to the passenger’s
ticket and travel documents.
d) Documents checks should be performed to ensure passengers carrying
valid documents for their intended destinations, and to ensure the border
control requirements for desingnated destinations must be accurately
complied, e.g. Advance Passenger Information System (APIS)/Advance
Passenger Processsing (APP)/Advance Quick Query (AQQ) etc.
e) Seat preference should be offered to passengers according to ticketed
class, and with seats allocated incompliance to the safety standards.
f) Baggage acceptance security questions should be instructed as Security
Manual.
g) Check-in baggage piece and weight must be accurately updated into the
passenger name record.

MANUAL 21AUG2017
h) Accepted baggage shall be tagged to the correct destination, and must be

re- confirmed with the passengers.
i) Carry on baggage, checked baggage shall be carried out to ensure the
VNA ‘s regulations on baggage and the concern authorities ‘s law on
dangerous goods.
j) Appropriate tag(s) should be affixed to relevant baggage accordingly. e.g.
priority tag, heavy tag, etc.
k) Excess baggage and excess value transactions should be handle
accurately.
l) Onward or return boarding pass for specific routes shall be issued to
passengers correctly, if applicable.
m) Check the Frequent Flyer member card; Frequent flyer membership
should be correctly registered in passengers ‘s PNR.
n) Lounge invitation cards should be issued to eligible passengers.
o) Passengers ‘s special requests should be recorded correctly in the PNR if
any, and MAAS badge/tag to be offered as appropriate.
p) Surcharge or relevant payment should be collected and settle if
applicable.
q) Boarding pass(es) shall be issued accurately and distributed to the correct
passenger(s).
r) Passenger should be informed of the On Time Performance policy
together with the boarding gate and time information.
2.1.4 Check-in counter allocation:
The requirement for number of counters under different scenario is outlined as
below:
a) The Ground Handling Agreement between Vietnam Airlines and Ground
Handling Company at the airport; or
b) The number of passengers:
Counter Passengers per counter Types of passengers
1)Business class/ 25 Bussiness Class
Sky Priority Opening counters is based passengers, Platinum,
on Marketing and Service Gold, Elite Plus, Elite.
Department’s
implementation
documents; the use of

MANUAL 21AUG2017
Business class counter or

SkyPriority or both
depends on actual
operation abilities at
airports.
Premium 30 Premium Economy
Economy Class passenger.
Economy Class 35 Economy passenger
Group Opening this counter is Group of more than 10
optional. VNA passengers.
representatives decide
whether or not to allocate
1 or 2 counters among the
Economy class counters
depending on the number
of group passengers on
flight.
Baggage Drop Off At least 01 counter at Self check-in passengers
departure station that (web/mobile/kiosk).
web/mobile/kiosk check-
in is applied.
Based on airport
infrastructure condition
and number of web
check-in passengers, more
than 01 web check-in
counter are arranged.
Special Assistant At least 01 counter. Special assistant
passenger as mentioned
in Chapter 7 of this
manual.
No Baggage Opening this counter is Passengers without
optional. VNA checked baggage.
representatives may
decide whether or not to
allocate 1 or 2 counters
depending on station
capacity and the
passengers’ movement

MANUAL 21AUG2017
pattern.
For station where station services do not justify a separate counter:

- Premium Economy can be incorportated into Bussiness class or
SkyPriority counter.
- Group/Special Assistant/Baggage Drop Off counter can be incorporated
into Economy class counter.
2.1.5 Check-in opening and closing time
a) Dedicated check-in counter: Opening time for check-in counter depends
on the aircraft type and number of booked passengers of flights.
b) Common-check-in counter: 01 hour before STD, VNA representatives
(depending on the remaining number of passengers to be checked in)
request the Ground Handling Company to allocate 01 or 02 specific
counters in order to check-in these passengers.
c) In case of departure time changed, the opening/closing time may be
adjusted acordingly.
d) Opening/closing time for check-in counters depend on the regulations of
airport authority and ground handling agreements.
e) Opening/closing time for check-in must not later than timetable as below
Check-in types Opening Closing
before before STD
STD (*)
Self check-in All routings where self 24 hours 02 hours
(Web/mobile) check-in is applied
Self check-in Depending on each
(kiosk) airport authorities
Counter Vietnam domestic flight 02 hours 40 minutes

International flight 03 hours 50 minutes
(*) Closing time for flights departing from CDG/FRA/LHR: 60 minutes

before STD.
2.1.6 Processing time
Bussiness, Premium, VIP, Economy

MANUAL 21AUG2017
CIP, Lotusmiles, SkyTeam

Vietnam Domestic flights 2 minutes 2.5 minutes
International flights 2.5 minutes 3 minutes
2.1.7 Queuing time

Queuing time is one of the important criterion to evaluate the check-in service
quality. To be considered an efficient check-in process. Queuing time depends
on the conditions of the terminal, the complying with standards of number of
check-in counter, opening time for check-in counter, closing time for check-in
counter and processing time. The target standard for queuing time for each
passenger of flight shall be observed:
Bussiness, Premium, VIP, CIP, Economy
Lotusmiles, SkyTeam
Queue time 3 minutes 8 minutes
2.1.8 Emergency back up check-in

In case of DCS failure, local back-up procedures must be established in every
station and tested regularly.
2.1.9 Pre-departure activities
2.1.9.1 Ticket office counter:
If a ticket office is located at the airport display either eletronic or manual
versions of:
a) Vietnam Airlines signate.
b) Dangerous Goods notifications.
2.1.9.2 Airport signate:
a) FIDS (Flight Information Display System) and terminal signate: VNA
flights information and code share flights where applicable, should be
shown on all airport FIDS.
b) Counter Signate: Standard signate should be incorporated as part of VNA
‘s brand regulations and should follow marketing airline guidelines to
maintain our brand integrity and consistency across the network.
c) Counter display: Counter tops should be neat and tidy at all times.
d) Check-in counter specification: See Annex 4.

MANUAL 21AUG2017
2.1.9.3 Check-in counter preparation

a) Start and test equipments.
b) Ensure scales are functioning.
c) Stock boarding card and bag tag printers as per Vietnam Airlines
requirements.
d) Ensure adequate stock of any other Vietnam Airlines required tags.
e) Display Vietnam Airlines required signate, both electronic and manual
versions.
f) Ensure Dangerous Goods notifications are prominently displayed at the
check-in area, airpor ticket office area, baggage drop off area, self service
check-in area and transfer counters.
g) Check and ensure current DGM is available at check-in counters for
accessing and using.
h) Prepare the check-in queues, stanchions, carpets, baggage seizers, podium
etc., as per mentioned in check-in counter specifications.
2.1.9.4 Passenger pre-flight preparation:
Prepare check-in for flights in accordance with Vietnam Airlines policy prior
to the opening of web or airport check-in, and verify all necessary data has
been transferred into the check-in system correctly.
a) Review the booking status.
b) For code share flights with an active blocked space agreement, check the
allotment to ensure the block of seats, as agreed, is guaranteed to the
partner.
c) Confirm the PNL and ADL were properly transmitted and match the
booking status.
d) Block seats for security officers, crew, weight and balance, technician if
seats is unserviceable.
e) Confirm the seating plan is set according to the actual aircraft type and
version.
f) Review the flights remarks, if applicable.
g) Record passenger status on PNR, if applicable.
h) Review the boarding time, departure time and gate. Brief staff about the
reason for any delays and estimated departure time.
i) Apply payload restrictions, if any.

MANUAL 21AUG2017
j) Check the passenger list for special passengers and pre-assign as per
Vietnam Airlines policy and according to the aircraft type.
k) If not pre-reserved, prepare seating for families traveling with infants or
children. Check total infants booked and order additional life vests if
needed.
l) Ensure flights status is open for web check-in if applicable.
m) Check-in is opened once the pre-flight preparation is complete.
2.1.10 Travel document and verification
2.1.10.1 General:
a) Check the validity of the ticket with the regard to the itinerary, flight,
date, carrier, reservation status, class, and restrictions.
b) Check the ticket for the final destination and confirm this with the
passenger.
c) Verify the passenger ‘s identity against the travel document presented,
including review of date of birth, expiry status of document, a visual
comparation of the photo to the passenger, and ensure the name on the
travel document matches the booked name.
d) Verify the travel document is valid and good for all persons traveling, as
not all State allow family members to be registered in a single passport.
e) Report any document that shows signs of tempering.
f) Locate the passenger in the DCS and review any special remarks.
g) Check the travel documents for the destination an/or transit requirement.
h) Review visa or entry condittions or limitations if required.
i) Collect Advanced Passenger Information if required.
j) When you identify an issue with a document, notify your supervisor who
will contact the appropriate authority for assistance.
2.1.10.2 Advance Passenger Information - API:
a) Many governments require airlines to submit API at specify times for
disembarking passenger.
b) Information is generally collected at time of check-in, or providedf from
data collected during booking, and verify during presentation of the travel
document.
c) As per Vietnam Airlines instructions, collect API data at the time of
check-in, or review data already provided.

MANUAL 21AUG2017
d) Transmit API data at pre-arranged times to recipients specified by the

airline. Always protect passenger ‘s information and securely dipose of
any paper work not kept on file.
2.1.10.3 Customer profiling
In the event of a passenger with travel intensions that are not bona fide being
identified by a check-in agent, consider the follwing aspects to access the
situation and clear any doubt about the passenger presentaion:
a) Appear unusually nervous or disoriented
b) Have little or no baggage on longhaul flights an/or have empty baggage
c) Have unusual or illogical routing
d) Hold a one way ticket that is not to his/her home destination.
e) Apprear unsuitably attired and/or not at ease for the class of travel.
f) Arrive at the check-in counter or boarding gate at the last minute.
g) Neither resembles the citizen of the travel document presented nor speaks
the language of the country.
2.1.11 Passenger security
2.1.11.1 Security of documents
a) Boarding passes, transit passes and baggage tags.
All material used for passenger and hod baggage processing (e.g boarding
pass, baggage tag, FIM, voucher, stamp…) must be protected or be under
surveillance at all time in order to unauthorize access or use.
b) Disposal of printed documents
1) Printed material such as boarding passes, passenger lists, and
handling forms may have to be reprinted and are therefore left
behind as waste.
2) Dispose of these documents according to data protection rules, as
they contain passenger data.
c) Information security
1) DCS system must be controlled to prevent unauthorized access.
2) Follow airport procedure intended to prevent unauthorized use and
access to un-issued (blank) boarding passes.
3) Before leaving the counter, remove boarding passes and baggage
tags from the respective printers or lock them.
4) Before leaving the counter, sign out, log off and lock the system.

MANUAL 21AUG2017
5) Observe regulations concerning the usage of sign in and passwords.

d) Restricted area
1) Secure all gate and departure area by keeping door closed, use
appropriate barricades when directing passengers.
2) Ensurea all access doors are closed when not use.
3) Position staff are required to direct passenger.
4) If the passenger have to walk on the apron to aircraft, ensure
passengers proceed directly to the aircraft.
5) If transportation has to be provided to passenger to move from the
terminal building to the aircraft, make sure only authorized
personnel and screened passenger are allowed to board the vehicles.
2.1.11.2 Passenger suitability for travel
a) Access passenger in terms of security risk by looking for anomalies and
observing certain emotional characteristics and/or body language.
b) Be on the lookout for overall fitness to fly, including potientially
communicable disease, medical conditions, intoxication, etc.
c) Further questioning may be required to assist with passenger assessment
when identifying a potential problem passenger: notify supervisor and
VNA representatives.
2.1.11.3 Security of passenger and their baggage
Apply Security Manual for the handling of passengers and their baggage in the
event of:
1) A bomb threat condition.
2) An increased sercurity threat condition.
2.1.12 Denial of transportation
a) VNA may deny transportation because a passenger: VAR13.020(a)
1) Passenger refuses to comply with the instructions regarding exit
seating restrictions prescribed by the Authority, or VAR13.020(a)(1)
2) Passenger has a handicap that can be physically accommodated only
by an exit row seat; VAR13.020(a)(2)
3) Passenger has health condition which is obviously realized to be
dangerous or harmful to other persons on the aircraft or the flight;
VAR13.020(b)(1)
4) For the prevention of infectious disease spread; VAR13.020(b)(2)

MANUAL 21AUG2017
5) Passengers who do not observe regulations on aviation safety and

security and air transportation; VAR13.020(b)(3)
6) Passengers who have acts affecting public order, jeopardizing the
flight’s safety or affecting others' life and health or properties;
VAR13.020(b)(4)
7) Passengers who are in influence of alcohol, beer and other stimulants
that he/she does not control his/ her behavior; VAR13.020(b)(5)
8) For the security reasons; VAR13.020(b)(6)
9) At the request of competent governmental authority.
VAR13.020(b)(7)
b) In case of denial transportation as above reasons, passengers are
instructed the reason and supplied with confirmation forms if requested.
2.1.13 Seating
a) Smoking is prohibited in both Vietnam Airlines international and
domestic flights.
b) Passengers’ seats allocation shall be done in such a way as to ensure the
weight balance of the aircraft during takeoff and landing.
c) No person may be carried without compliance to the passenger carrying
requirements unless there is an approved seat with an approved seat belt
for that person.
d) Passengers from 02 years of age must occupy a fixed seat fitting with a
safety belt (or a berth fitted with a restraining belt).
e) No seat must be occupied by more than one person, except for an infant
held in the arms of an adult.
f) Any infant must be escorted by an adult. This adult hold the infant and the
safety belt for this adult seat must not strap the infant but only the adult.
A supplementary loop belt or other restraint device must be used for the
infant.
g) Child restrains system such as child safety seat will be accepted on board
for child/infant if necessary, provided that:
1) The child restrain system must be properly secured to an approved
forward facing seat.
2) The child must be properly secured in the restraint system.
3) The child must not exceed the specified weight limit for the restrain
system.

MANUAL 21AUG2017
4) The restrain system must bear the appropriate label that indicating
the certification for use in aircraft.
h) The number oxygen masks per seat row must not be less than the number
of passengers of the seat row. Infants are seated with access to sufficient
oxygen mask.
i) Allocate seats having bassinets fitting and enough oxygen masks for
infants for passengers traveling with INFT.
j) Allocate seat for UMNR:
1) Allocate seat for UMNR adjacent to location of cabin crew for
assistance.
2) Allocate adjacent seats for unaccompanied minors.
3) Allocate seat for UMNR near female passengers.
4) Do not allocate seat for UMNR adjacent to VIP, elderly passengers.
5) UMNR from 6 years to under 12 years of age travelling in Business,
Premium Economy class: allocate seat for UMNR at the last row of
the compartments
k) Allocate seats for children adjacent to the escorts.
l) Allocate priority seats for VIP/CIP/Lotusmiles members and SkyTeam
members.
m) Allocate chosen seats for passengers request advanced seats reservation
services.
n) Allocate seats adjacent to one another or in the same zone for couples,
families and groups.
o) Allocate seats for King/Queen/Heads of State and Government’s
Messengers/Couriers and their extra seats to accommodate their
diplomatic mailbags at adjacent seats or bulkhead seats.
p) Do not allocate people with reduced mobility to the seats where their
presence could: VAR13.030(a)
1) Impede the crew in their duties; VAR13.030(a)(1)
2) Obstruct access to emergency equipment; or; VAR13.030(a)(2)
3) Impede the emergency evacuation of the aircraft. VAR13.030(a)(3)
q) Allocate seats for special categories of passengers and escort next to each
other. Annex 1 – VAR13.025(1)(h).
1) Allocate seat in a row with a foldable aisle armrest for passengers
with reduced mobility.

MANUAL 21AUG2017
2) Allocate an adjoining seats for escort travelling with a passenger

with reduced mobility. Annex 1 – VAR13.025(1)(h)
3) For passengers with reduced mobility travelling alone, allocate seat
adjacent to able-bodied passengers capable of assisting with an
emergency evacuation.
4) For passengers travelling with service dog, allocate seat either at a
bulkhead seat or a seat with adequate space for the dog.
5) If crutches, canes and similar walking aids are stored in a special
location in the cabin, the users of such aids should be assigned seats
nearby, to permit quick access to the aids when needed.
6) Allocate seats to passengers with broken leg(s) or unfoldable leg(s)
at suitable space seats base on safety regulations and not to disturb
other passengers.
7) Passengers with reduced mobility affecting only one side of their
body (hemiplegics, artificial limb, arm or leg in cast, splint or brace,
etc.) should be seated in an aisle seat with the unaffected side of their
body towards the aisle; this will facilitate their mobilty in cases of
emergency.
8) Do not allocate seat at last row for passengers with reduced mobility.
9) Do not allocate seat in the emergency exit rows.
10) Do not allocate seat adjacent to another passengers with reduced
mobility’s seat.
11) Do not allocate assigned seat of passengers with reduced mobility to
another seat in response to a subsequent request from another
passenger with reduced mobility, without the first passenger‘s
consent.
12) Do not allocate seat in a higher class of service other than for which
the ticket has been purchased in order to provide an accomodation
for passenger with reduced mobility.
r) Allocate seats for passengers using stretcher/oxygen services at specific
seats regulated by each type of aircrafts as mentioned in “Engineering and
Maitainnance procedures” and concerned regulation.
s) In case of interline connecting flights (having transit stop) with the down
line station having passengers with confirmed seats, the departure station
must block seats as required by the down line station.
t) Allocate adjacent seats for passengers who stop/transfer at the same
airport.
u) Allocate uncomfortable seats (the seats need to be repaired) to be the last
to check-in and only allocate for Vietnam Airlines’ staff holding FOC e-
ticket in case capacity is full. Tactful explanation shall be given in

MANUAL 21AUG2017
advance by check-in staff to the passengers.

v) Allocate seats for passenger travelling with passenger in custody
(prisoner, violent passenger) at the rear of the aircraft. Their seats must
not be adjacent to any other passenger’s seat or in emergency rows and
passenger exit seats. The escort shall be seated between the escorted and
the aisle. In case of two escorts, the escorted shall be seated at the middle
between two escorts. The escorted shall not be seated near each other.
w) Do not allocate passenger into a seat which are not an approved seat with
an approved seat belt.
x) Do not allocate seats which are reserved for transit or through checked-in
passengers.
y) Do not allocate seats for downgrading Business class and other priorities
passengers close to the passenger requiring oxygen/stretcher service.
2.1.14 Exit row seating
a) Definition: Passenger exit seats are those seats having direct access to an
exit. Those seats are in a row of seats through which passengers would
have to pass to gain access to an exit, from the first seat inboard of the
exit to the first aisle inboard of the exit. A passenger seat having "direct
access" means a seat from which a passenger can proceed directly to the
exit without entering an aisle or passing around an obstruction.
b) Seating: Do not allocate Emergency Exit row’s seats to:
VAR13.035(a)(3)
1) Sick or disable passengers;
2) Passenger with disabilities;
3) Passengers traveling with children, infant;
4) Unaccompanied Minor;
5) Passengers under 15 years old (from 15 years old on the
commencing date);
6) Obese passengers;
7) Pregnant women;
8) Elderly passengers (from 60 years old on the commencing date);
9) Passenger does not speak Vietnamese/English or unable to
understand emergency instructions.
2.1.15 On flight Annex1-VAR13.035(a)
2.1.15.1 General regulations:

MANUAL 21AUG2017
a) There is an approved seat with an approved seat belt for passenger;

VAR13.007(a)(1)
b) That seat is located so that the occupant is not in any position to interfere
with the flight crew members performing their duties; VAR13.007(a)(2)
c) There is unobstructed access from their seat to the regular emergency
exit; VAR13.007(a)(3)
d) There is a means for notifying that person when smoking is prohibited
and when seat belts shall be fastened; and VAR13.007(a)(4)
e) That person has been orally briefed by a crew member on the use of
emergency equipment and exits. VAR13.007(a)(5)
2.1.15.2 Captain or Chief of flight attendants must not allow a passenger to
sit in an emergency exit row if they determines that it is likely that the
passenger would be unable to understand and perform the functions
necessary to open an exit and to exit rapidly. Annex1-VAR13.035 (a)
(3)
2.1.15.3 Captain or Chief of flight attendants must not allocate exit row seat
to a passenger if it likely that the person would be unable to perform one
or more of the applicable functions listed below: Annex1-VAR13.035(a)
a) The person lacks sufficient mobility, strength, or dexterity in both arms
and hands, and both legs: Annex1-VAR13.035(a)(1)
1) To reach upward, sideways, and downward to the location of
emergency exit and exit-slide operating mechanisms; Annex1-
VAR13.035(a)(1)(i)
2) To grasp and push, pull, turn, or otherwise manipulate those
mechanisms; Annex 1 - VAR13.035(a)(1)(ii)
3) To push, shove, pull, or otherwise open emergency exits; Annex 1 -
VAR13.035(a)(1)(iii)
4) To lift out, hold, deposit on nearby seats, or maneuver over the seat
backs to next row objects the size and weight of over-wing window
exit doors; Annex1-VAR13.035(a)(1)(iv)
5) To remove obstructions of size and weight similar to over-wing exit
doors; Annex1-VAR13.035(a)(1)(v)
6) To maintain balance while removing obstructions; Annex1-
VAR13.035(a)(vi)
7) To exit expeditiously; Annex1-VAR13.035(a)(1)(vii)

MANUAL 21AUG2017
8) To stabilize an escape slide after deployment; or Annex1-

VAR13.035(a)(1)(viii)
9) To assist others in getting off an escape slide. Annex1-
VAR13.035(a)(1)(ix)
b) The person is less than 15 years of age or lacks the capacity to perform
one or more the applicable functions listed above without the assistance
of an adult companion, parent, or other relative. Annex1-
VAR13.035(a)(2)
c) The person lacks the ability to read and understand instructions required
by this section and related emergency evacuation provided by the Air
operator certificate holder in printed or graphic form or the ability to
understand oral crew commands. Annex1-VAR13.035(a)(3)
d) The person lacks sufficient visual capacity to perform one or more of the
above functions without the assistance of visual aids beyond contact
lenses or eyeglasses. Annex1-VAR13.035(a)(4)
e) The person lacks sufficient aural capacity to hear and understand
instructions shouted by cabin crew members, without assistance beyond a
hearing aid. Annex1-VAR13.035(a)(5)
f) The person lacks the ability adequately to impact information orally to
other passengers. Annex1-VAR13.035(a)(6)
g) The person has a condition or responsibilities, such as caring for small
children, that might prevent the person from performing one or more of
the functions listed above; or condition that might cause the person harm
if he or she performs one or more of the functions listed above. Annex1-
VAR13.035(a)(7)
h) Determination as to the suitability of each person permitted to occupy an
exit seat shall be made by the check in staff, according to VNA’s current
regulation. Annex1-VAR13.035(b)
i) In the event a cabin crew member determines that a passenger assigned to
an exit seat would be unable to perform the emergency exit functions, or
it if a passenger requests a non-exit seat, the cabin crew member shall
expeditiously relocate the passenger to a non-exit seat. Annex1-
VAR13.035(c)
j) In the event of full booking in the non-exit seats, and if necessary to
accommodate a passenger being relocated from an exit seat, the cabin
crew member shall move a passenger who is willing and able to assume
the evacuation functions, to an exit seat. Annex1-VAR13.035(d)

MANUAL 21AUG2017
k) Each cabin crew member shall include in their passengers’ briefings a

request that passengers identify themselves to allow re-seating, in case the
gate wrongly places them in the exit row that: Annex1-VAR13.035(f)
1) Cannot meet the selection criteria. Annex1-VAR13.035(f)(1)
2) Has a non-discernible condition that will prevent him or her from
performing the evacuation functions. Annex1-VAR13.035(f)(2)
3) May suffer bodily harm as the result of performing one or more of
those functions. Annex1-VAR13.035(f)(3)
4) Does not wish to perform emergency exit functions. Annex1-
VAR13.035(f)(4)
l) Each cabin crew member shall include in their passenger briefings a
reference to the passenger information cards and the functions to be
performed in an emergency exit. Annex1-VAR13.035(g)
m) Each passenger shall comply with instructions given by crew members or
other authorized employees of VNA about exit seating restrictions.
Annex1-VAR13.035(h)
n) Captain must not allow roll or pushback aircraft unless at least one crew
member has verified that all exit rows and escape paths are unobstructed
and no exit seat is occupied by people that the crew members determine
to be unable to perform the applicable evacuation functions. Annex1-
VAR13.035(i).
2.1.16 Baggage acceptance
a) Cabin baggage cannot be accepted if it:
1) Is unsuitable for air carriage due to weight, size or nature.
2) Cannot fit under the seat or be stowed in the overhead compartment.
3) Is unsuitably packed.
4) Certain items, because of their weight, size or nature are only
accepted with the consent of the operator.
5) For security reasons, many countries restrict the carriage of liquids,
aerosols and gels in hand baggage.
6) Items refused by security screening must be hold checked and fee
applied if any.
b) Accepted checked baggage:
1) Appropriately packaged and labeled with the passengers
identification.

MANUAL 21AUG2017
2) Review weight and pieces information for recording in the DCS and
for applying appropriate fees.
3) If applicable, ask the passengers any required security related
questions.
4) Items that due to their nature might contain dangerous goods must be
awared.
5) Ensure the number and weight of each piece check-in baggage has
been transferred automatically or manually to the load control office.
c) Baggage tag:
1) All old tag must be removed.
2) Apply appropriate destination tag and handling tags.
3) Place tags in an easily readable location, and where they will not
easilly torn off.
4) Follow tag instructions, and do not stick glue directly to passengers
baggage.
5) Use limited release tags and others baggage tags as regulated in
chapter 9 of this manual.
d) Baggage procedure; Liquid, aerosols and gel, lithium batteries and
security items: Refer to chapter 9 of this manual.
2.1.17 Special Group check-in
Group of more than 40% of flight capacity passengers with excessive weights
(i.e. sport teams with higher passengers weights), or anything outside the
standard need to be communicated to VNA representatives and apply to
procedures as regulated in GOM.
2.1.18 Acceptance of standby passengers
a) Handling before closing out: In case of being well informed about the
flight, such as: no-show and miss connecting passengers are informed in
advance, seats are available, standby passengers will be checked-in when
they present at check-in counter.
b) Handling at last minute check-in time: In case of not being well informed
about the flight (capacity restriction), standby passengers will be checked-
in if seat available. The check-in time for standby passenger is not
affected to departure time.
c) Priority orders as following: 1- Platinum/SkyTeam Elite Plus; 2- Gold,
Titanium/SkyTeam Elite; 3- Business class passengers; 4- Premium
Economy class passengers; 5-Others. The handing of stand by passengers

MANUAL 21AUG2017
bases on the method “first comes, first serve” except priority cases that
are specified in certain chapter of this Manual. Based on the number of
passengers in manifest and waiting list, the VNA representatives order
supplementary meals for the flight.
d) If late check-in passenger presents at check-in counter during stanby
passenger is being checked: The stanby passengers are accepted,
explanation must be given to the late check-in passenger in such case,
otherwise, the late check-in passenger is accepted and explanation must
be given to stanby passenger.
2.1.19 Flight documents
a) General
Flight crew with the required documents apply to FOM.
b) Passenger Information List (PIL) or Special information to the Cabin
crew: Must be sent to the senior cabin crew before departure (provides
information about passenger on board, name, seat number, special service
requirement).
c) Business Class passengers seating plan together with the flight
documents: Must be sent to the senior cabin crew for greetings and in
flight customer service
2.1.20 Post check-in
a) For security reasons, it is imperative that once all passengers have been
check-in the counter is closed properly including but not limited to
ensuring that all boarding cards, lounge invitations, baggage tags and
other paper word are cleared from the counter or locked in a safe place.
b) Messages are sent to appropriate concerned units (IATA format).
c) Retain (electronically or paper files) flight documents procedure applies
as in FOM.

MANUAL 21AUG2017
ANNEX 1
SPECIAL INFORMATION TO CABIN CREW
Flight no: _______________ Date: ______________________
NAME TITLE SEAT ROUTING SPECIAL SERVICE REQUIRED
NO.
VIP/CIP
NAME KIND OF SEAT ROUTING SPECIAL SERVICE REQUIRED

MEAL
SPECIAL MEAL
NO.
REQUESTED
NAME LOCAL SEAT ROUTING SPECIAL SERVICE REQUIRED

CONTACT
PASSENGER
NO.
INVALID
NAME LOCAL SEAT ROUTING SPECIAL SERVICE REQUIRED

CONTACT
NO.
UM
NRV PAX C Y LIVE ANIMAL IN CABIN

REMARK
DISTRIBUTION: - CAPT PREPARED BY: __________________________

- CABIN CHIEF
- FILE

MANUAL 21AUG2017
ANNEX 2
SEAT ALLOCATION FOR PASSENGER WITH DISABILITIES
AIRCRAFT CONFIG SEAT ALLOCATION
ATR72 All aisle seats, except: row 1, row 16, row 17
A321 8/195 All aisle seats, except: 19D, 33D, row 10, row 18, row 32
A321 16/162 All aisle seats, except: 15D, 28D, row 10, row 14, row 27
A321 16/168 All aisle seats, except:16D, 29D, row 10, row 15, row 28
A330 24/242 All aisle seats, except: row 14, 15DEFG, row 31, 32ABJK
A330
(A376, A377, 24/256 All aisle seats, except: row 5, row 25
A378)
A330
24/256 All aisle seats, except: row 5, 6ACHK, row 24
(A379, A381)
A330 18/251 All aisle seats, except: row 5, row 24
A350 24/45/231 All aisle seats, except: row 10, row 16, row 27, 28ABCGHK
B787 28/35/211 All aisle seats, except: row 10, row 16, row 25, 26ABCGHK
B787 28/283 All aisle seats, except: row 16, row 33, 34ABCGHK

MANUAL 21AUG2017
ANNEX 3
EXIT SEAT INFORMATION
Thưa quý khách, Ladies and Gentlemen,

Chúng tôi đang phục vụ quý khách tại vị trí ghế You are sitting on emergency exit row seat. For
ngồi gần lối thoát hiểm trên máy bay. Vì sự an the flight safety, please do the followings:
toàn của chuyến bay, quý khách lưu ý:
- Read the “Safety Instructions” carefully;
- Đọc kỹ Bảng hướng dẫn an toàn bay trên
- You are only allowed to open the exit door in
chuyến bay;
case of emergency or when requested by cabin
- Chỉ được mở cửa thoát hiểm trong trường hợp crew. If passengers do not follow above
thoát hiểm khẩn cấp hoặc khi có yêu cầu của instructions, passengers shall be fined from
tiếp viên. Trong trường hợp mở cửa thoát 10.000.000 to 20.000.000 VNĐ pursuant to
hiểm tàu bay trái quy định, quý khách có thể regulations of the Vietnam Government.
bị phạt tiền từ 10.000.000 đến 20.000.000
- If you want to change your seat, please inform
đồng theo quy định của Chính phủ Việt Nam.
cabin crews.
- Nếu quý khách muốn đổi chỗ ngồi trên
chuyến bay, vui lòng thông báo cho tiếp viên.
Thank you for your co-operation!
Xin cảm ơn sự hợp tác của quý khách!

MANUAL 21AUG2017
ANNEX 4
CHECK-IN COUNTER SPECIFICATIONS
a) Business class counter

1) Eligible passenger
i) Passenger of VNA: Business class, VIP/CIP, Platinum
members and accompanied passenger on the same flight,
Golden member and accompanied passenger using bonus ticket
for relation, Titanium members.
ii) Passenger of Sky Team: Elite Plus and Elite member.
2) Standard
i) Carpet: 01 piece per counter, dimensions: 100cm x 170cm x
8mm, green colour with Vietnam Airlines logo, made from
wool.
ii) Pole and separate line: Inox pole with cast iron sole, line with
red colour and Vietnam Airlines logo, 150cm in length.
iii) Flower: Lotus flower, 01 vase per counter.
iv) Sign board: Electronic signboard, FID or plate can be used with
the following wording: “Khách hạng Thương Gia – Business
Class”. Plate in yellow colour and letters in white colour. Plate
shall be 60 cm x 40 cm in length and width.
v) Information plate: Plastic/mica plate containing information
about Baggage and dangerous articles. 01 plate per counter,
dimension 20cm x 30cm.
vi) Aircraft seatmap, baggage information sheet and other
regulations related to passengers, baggage and dangerous
goods.
b) SkyPriority counter
1) Eligible passenger: Follows regulations in Chapter 6, Section 6.8.
2) Standard
wool.
ii) Pole and separate lines: Inox pole with cast iron sole, line with
red colour and Vietnam Airlines logo, 150cm in length.

MANUAL 21AUG2017
iii) Flowers: Lotus flower, 01 vase per counter.

the following wording: “SkyPriority” as instructed in Chapter 6,
Section 6.8.
v) Information plate: Plastic/mica plate containing information
goods.
c) Premium Economy class counter:
1) Eligible passenger: Premium Economy passengers
2) Standard
wool.
ii) Pole and separate line: Inox pole with cast iron sole, line with red
colour and Vietnam Airlines logo, 150cm in length.
iii) Flower: Lotus flower, 01 vase per counter.
the following wording: “Khách hạng Phổ Thông Đặc Biệt –
Premium Economy Class”. Plate in yellow colour and letters in
white colour.
v) Information plate: Plastic/mica plate containing information about
Baggage and dangerous articles. 01 plate per counter,
goods.
d) Economy class counter:
1) Eligible passenger: Economy passenger.
2) Standard
i) Sign board: Electronic signboard, flight information display or
plate can be used with the following wording “Khách hạng Phổ
Thông – Economy Class”. Plate in logo blue colour and letters

MANUAL 21AUG2017
in white colour. Plate shall be 60 cm x 40 cm in length and

width.
ii) Information plate: Plastic/mica plate containing information
iii) Baggage information sheet and other regulations related to
passengers, baggage and dangerous goods.
e) Group counter
1) Sign board: Electronic signboard, flight information display or plate
can be used with the following wording “Khách đoàn – Group”.
2) Information plate: Plastic/mica plate containing information about
baggage and dangerous articles. 01 plate per counter, dimension
20cm x 30cm.
3) Baggage information sheet and other regulations related to
f) No baggage check-in counter
can be used with the following wording “Khách không gửi hành lý -
No baggage”.
Baggage and dangerous articles. 01 plate per counter, dimension
20cm x 30cm
g) Baggage drop off counter
can be used with the following wording “Gửi hành lý – Baggage
drop off”
20cm x 30cm
h) Common check-in counter for domestic flights

MANUAL 21AUG2017

can be used with the following wording “Các chuyến bay nội địa –
Domestic flights”.
20cm x 30cm
i) Common check-in counter for international flights
can be used with the following wording “Các chuyến bay nội địa –
International flights”.
20cm x 30cm
j) Kiosk check-in counter
1) Eligible passengers: With or without checked baggage.
2) Standard
i) The machines installed in the check-in area used for passengers
doing their check-in by themselves.
ii) Pole and separate lines: Inox pole with cast iron sole. Line with
green colour and Vietnam Airlines logo, 150cm in length.
iii) Staff to help kiosk check-in passengers as necessary.
k) Special Assistance counter
1) Eligible passengers: passengers who need special assistance such as
disabilities, pregnancy, UM, passenger travelling with infant and
other special categories of passengers.
2) Standard
i) Sign board: Electronic signboard, flight information display or
plate can be used with the following wording “Trợ giúp đặc biệt
– Special Assistance”.

MANUAL 21AUG2017
ii) Information plate: Plastic/mica plate containing information

dimension 20cm x 30cm
iii) Baggage information sheet and other regulations related to
CHAPTER 2 - DEPARTURE 2.2/P1
PASSENGER HANDLING 2.2 LOTUS LOUNGE SERVICE Rev 01

MANUAL 15MAR2017
2.2 LOTUS LOUNGE SERVICE

2.2.1 General regulations
2.2.1.1 International Lotus Lounge
1) Lotus Lounge at hub station: lounges at hub stations for international
flights.
2) Lotus Lounge at non-hub station: lounges at non-hub statitions for
international flights.
3) Lotus Lounge abroad: lounges at abroad stations.
2.2.1.2 Domestic Lotus Lounge
1) Lotus Lounge at hub station: lounges at hub stations for domestic flights.
2) Lotus Lounge at hub station: lounges at non-hub stations for domestic
flights.
2.2.2 Eligible passenger
2.2.2.1 International Lotus Lounge
a) Passengers of VNA:
1) Business class passengers.
2) Platinum member and 01 companion travelling on any flight operated
by VNA and SkyTeam airlines.
3) Gold member passengers.
4) Passengers invited by Platinum/Gold member through redeeming
miles program.
5) Chairman, Board of Director members, CEO, Executive Vice
Presidents of VNA.
6) Passengers assigned in code share agreements.
7) Passengers joining commercial or promotion programs (CA,
OptionTown, etc.)
b) Passengers of SkyTeam members:
1) First/Business class passengers.
2) SkyTeam Elite Plus member and 01 companion travelling on any
flight operated by VNA and SkyTeam airlines.
3) Chairman, Board of Director members, CEO, Executive Vice
Presidents of airlines in SkyTeam.

MANUAL 15MAR2017
2.2.2.2 Domestic Lotus Lounge

a) Passengers of VNA:
1) VNA’s Business class passenger.
2) VNA’s Platinum member and 01 companion travelling on any flight
operated by VNA.
3) VNA’s Gold member.
4) VNA’s Chairman, Board of Director members, CEO, Executive Vice
Presidents.
5) Passengers invited by Platinum/Gold members by exchanged or
redeemed miles.
6) Passengers joining commercial or promotion programs (CA,
OptionTown, etc.).
b) Passengers of SkyTeam:
SkyTeam Elite Plus member transfering from/to an international flight with
connecting time less than 24 hours and one companion travelling on any
flight operated by VNA.
2.2.2.3 SkyTeam business class lounge at the airport around the world:
a) Passengers of VNA
1) Business class passengers.
2) VNA Platinum member and one companion travelling on any flight
operated by VNA/SkyTeam Airlines.
3) VNA’s Chairman, Board of Director members, CEO, Executive Vice
Presidents.
b) Passsengers of SkyTeam
1) First/Business class passengers.
2) SkyTeam Elite Plus member and one companion travelling on any
flight operated by VNA/SkyTeam Airlines.
3) SkyTeam member ‘s Chairman, Board of Director members, CEO,
Executive Vice Presidents.
4) Other passengers will be determined by SkyTeam airlines operating
these business class lounges.

MANUAL 15MAR2017
2.2.3 Service standards of business class lounge

Applying to Circular 003/QĐ-TCTHK-DVTT dated 14 Septermber 2016
of CEO.
2.2.4 Handling procedure
2.2.4.1 Welcome passengers to Business class lounge
Receptionists are always presented at the reception counter, the door to
welcome passengers and guide them into Business class lounge; help
passengers to take a seat; get the necessary information of passengers
and collect the invitation cards. Receptionists should give a brief
introduction of Business class lounge service for passengers.
2.2.4.2 Serving procedure in the business class lounge
a) Business class lounge staffs regularly observe and promptly present to
identify and implement the passengers’ requirements and expectations.
b) Business class lounge staffs are responsible for reports to their superior if
the passengers’ requirements and expectations beyond their responsibility.
Inform and apologize the passenger for their waiting time.
c) All Business class lounge staffs ensure the safety and security for the
assets, inventories of passengers for the duration of using Business class
lounge.
d) Paying attention to observe to ensure safety, security of the passengers’
assets when they are not at their seats (go to get food, go to toilet...)
2.2.4.3 Handling problem
a) Coordinate with staff of the departments concerned and the airlines’
representatives when having irregularities: Changing invitation card,
transferring passenger to hotel...
b) Handling baggage forgotten in the Business class lounge: When finding the
forgotten baggage, assets of passengers, Business class lounge staffs are
responsible for recording the assets fully and immediately report to the
airlines’ representatives to handle. The representatives are responsible for
handling the assets in two ways as follows:
1) Handling immediately the assets over to the passenger if possible
2) Handing the assets over Lost & Found department to return to the
passengers.
3) In case of losing passengers’ properties in Business class lounge:
When passengers inform about their lost, Business class lounge staffs

MANUAL 15MAR2017
immediately report to their supervisors and the airlines’

representatives to co-ordinate with the airport security department to
make a report. Searching the assets in the Business class lounge area.
The representatives often inform the process to the passengers
2.2.4.4 Control services quality of the Business class lounge: VNA
representatives set plan and program supervising and controlling the
Business class lounge service quality. The following methods of
supervising and controlling of the business class lounge service quality
are recommended:
a) VNA representatives make plans and programs to check, supervise the
Business class lounge service quality, containing:
1) Checking plan: Beside of flight supervision as usual, VNA
representatives should plan programs to fully check the Business class
lounge service quality at least once per week for each Business class
lounge (applying to VNA’s Business class lounges at NBA, TSN
airports). In case of abroad and other domestic airports, VNA
representatives should plan to check the Business class lounge with
schedule of at least once per month depend on the conditions of each
airport.
2) Checking content: Concentrate on the following issues: Information
signboard, information at gate; image and logo of Vietnam Airlines,
Golden Lotus Program at gate and inside the Business class lounge;
list of provided services and quality according to Vietnam Airlines
standards; services providing procedures and manners of the Business
class lounge; service attitude and skill of Business class lounge staff.
Announcement and flight information display in the Business class
lounge, other matters (if any).
3) Meeting between VNA representative and Business class lounge
service provider: VNA representatives should arrange the meeting
with Business class lounge service providers in order to find out the
problems and the improving solutions. Schedule for meeting shall be
on VNA representatives’ arrangement depending on the specific
conditions in order to make report on time.
b) VNA representatives report to Marketing Service Department the problems
and improving solutions concerning the services of the Business class
lounge as follows:
1) Monthly report: With Business class lounge at NBA and TSN airports:
NOC/TOC is responsible for making report upon Business class

MANUAL 15MAR2017
lounge services to the monthly service department report and SLA

report. In case of other domestic and abroad airports, VNA
representatives make these contents to the monthly operational
reports.
2) Irregularly report: In the case there is an abnormal problem
concerning Business class lounge services, VNA station manager send
a report via system, fax to Marketing Services Department for
consideration and approval.
2.2.5 Managing number of passengers and financing procedures at
lounges accepting SkyTeam passengers
2.2.5.1 Confirming number of passengers served in the Business class lounge
after each flight
a) At check in counter close-out time, check-in staffs complete “Statistical
number of passenger invited to business class Business class lounge” form
(as form 1 attached) and hands it over to VNA representatives on duty.
b) VNA representatives checks the “Statistical number of passenger invited to
Business class business class lounge” form and compares the check-in
figures in the check-in system with the passengers invited to Business class
lounge figures and sign on it if the figure is matched.
2.2.5.2 Inputting data of passengers served in the Business class lounge:
Everyday Business class lounge staffs input data of passengers to
computer to identify statistics and check number of passengers served in
the Business class lounge following details in the form 2 attached.
2.2.5.3 Setting bill, document of settlement and settlement
a) The regulation of determining passengers to collect fees based on airlines
code and setting bill:
1) Business class passenger and above: Operating carrier is responsible
for charges. Even these itineraries include a trans-Atlantic/trans-
Pacific flight to or from the USA.
2) Economy class passenger: If passengers fly in Economy class, card
issuing carriers is responsible for payment or apply to specfied
instruction from Finacial Accounting Department (if available).
3) In case Business class passengesr brings FFP card and invite one guest
who travels on Economy class: Card issuing airlines are responsible
for charges.
4) The other passengers: According to bilateral/code-share agreement.


MANUAL 15MAR2017
b) Procedure of setting bill, settlement document and settlement for VNA

business class lounge at the NBA, TSN airports: Apply to specfied
instructions from Finacial Accounting Department to each department unit.


MANUAL 15MAR2017
Form 1
STATISTICAL NUMBER OF PASSENGER INVITED TO BUSINESS CLASS BUSINESS BUSINESS CLASS
LOUNGE
BẢNG THỐNG KÊ SỐ LƯỢNG KHÁCH ĐƯỢC MỜI VÀO PHÒNG CHỜ HẠNG THƯƠNG
GIA
NGÀY SỐ HIỆU CHUYẾN ĐỐI TƯỢNG SỐ THẺ XÁC NHẬN XÁC NHẬN CỦA ĐẠI
(Date) BAY KHÁCH CỦA THỦ TỤC DIỆN VNA
ĐÃ SỬ DỤNG
VIÊN (Signature
(Flight Number) (Kind of Passenger) (Signature of VNA
(Total of card of check-in staff)
representative)
issued)


MANUAL 15MAR2017
Form 2
STATISTICAL AND CHECKING NUMBER OF PASSENGER INVITED TO
BUSINESS CLASS BUSINESS CLASS LOUNGE
Date: …………………
Flight Name (including guest Operating carrier Class of Service Class card, issuing
Name) card carrier, card
number
Total customer funds requires:

AF: CZ: KL:
AM: DL: OK:
AZ: KE: SU:
Reported by
(signed - full name)

PASSENGER HANDLING 2.3 BOARDING Rev 02

MANUAL 21AUG2017
2.3 BOARDING
2.3.1 General:
2.3.1.1 Check that boarding facilites and gate monitors are displaying flight
information
2.3.1.2 Ensure dangerous good and prohibited articles notices are displayed
at the boarding gate. Ensure current DGM is accessible at boarding
locations
2.3.1.3 Before boarding, ensure passengers and their cabin baggage are
sercurity screen
2.3.1.4 If walking apron, ensure the route to the aircraft is safe and clearly
marked for both passengers and staff. Ensure the height of jetbridge,
passenger stairs to the aircraft door is suitable and safe for passenger
to embark
2.3.1.5 For jetbridge boarding, secure and mark off the route to the aircraft
2.3.1.6 Obtain clearance for boarding from the flight crew and according to
local procedures and operating airline policy
2.3.1.7 follow safety requirements for fuelling in progress as per operating
airline GOM
2.3.1.8 Making boarding announcements as per operating airline standards
2.3.1.9 Follow policies for passengers requiring assistance or pre-boarding
2.3.1.10 Verify each passenger's identity as per requirements
2.3.1.11 Check the name on the passenger identity document with the one on
the ticket, and visually match passenger with photograph
2.3.1.12 Confirm each passenger's boarding acceptance in the DCS before
allowing them on board
2.3.1.13 For manual or non automated boarding, check the flight number and
date on the boarding card
2.3.1.14 Apply cabin baggage policies of operating airline, and account for
any gate tagged items
2.3.1.15 Secure the flight by matching the check-in passengers to the boarded
passengers
2.3.1.16 Provide final passenger numbers to cabin and/or flight crew
2.3.1.17 Provide required flight documents to cabin and/or flight crew
2.3.1.18 Advise ramp staff and/or load control of the gate baggage to be
loaded
2.3.1.19 Ensure communication with load control as per airline policy about
passenger and/or baggage information
2.3.1.20 Send required post flight messengers up flight close out.
2.3.1.21 Where no DCS is available or in case of DCS failure, apply manual
boarding procedures. Ensure the final checked-in count matches the

MANUAL 21AUG2017
boarded passenger count prior to door closure and prepare and board
a final menifest.
2.3.2 Precedence of boarding

2.3.2.1 Infirmed, disabled, elderly passengers, passenger traveling with
infants and pregnancies
2.3.2.2 Economy class passengers
International and domestic flight operated by VN on aircraft which
configuration more than 100 seats (for example B787/777/A330/321 etc)
a) Seat number in row 41st to the last row;
b) Row 26th to row 40th;
c) Row 10th to row 25th.
2.3.2.3 Bussiness class passenger, Premium Economy class passenger,

Platinum/Gold/Titan passengers and SkyTeam Elite Plus/Elite
passengers.
2.3.2.4 VIP A passenger
Remark: The above procedure is applied when information about such kind of
passengers are identified through passenger’s special service request (SSR).
In case of having dedicated priority lane, Passengers in 2.3.2.3 may board at
their own convenience and prior closing aircraft door (aircraft door are closed
15 minutes prior departure time).
Base on the specification of certain Airport Authority, the following stations

shall apply the reverse procedures:
a) BKK station.
b) Japanese stations.
2.3.3 Boarding time:
2.3.3.1 AT7 aircrafts with configuration <=100 seats: Boarding 25 minutes

before STD.
2.3.3.2 A321 and aircrafts with configuration >100 seat and <= 300 seats):
Boarding 30 minutes before STD.


MANUAL 21AUG2017
2.3.3.3 B787/777, A350/330 and aircrafts with configuration >300 seats:

2.3.3.4 The boarding time may delay when one of the following sections
informs not ready for boarding: Cabin crew, Cabin Cleaning,
Catering, Engineering, Refueling, and Ground Handling. Except
technical reasons, station manager should immediately contact with
sections concerned to catch up the information and efficiently
cooperate with the sections to minimize the delay time
2.3.3.5 If passengers are not present at the boarding gate at 15’ prior to ETD,
the ground staff must notify the relevant departments to offload
checked baggage to ensure the departure on time.
2.3.4 Boarding gate:
2.3.4.1. Ground staff should be at boarding gate and prepare of equipments,

loudspeaker, and devices for boarding before making boarding
announcement. Check availability and ensure current DGM is
accessible at boarding gate locations.
2.3.4.2. Information at the boarding gates: FID, Number of boarding gates,

DGR information plates.
2.3.4.3. In case the ground station condition is available, boarding gate

should be arranged into two lines:
a) A priority line for the Business class, passengers using
Platinum/Gold/Titan card, Elite Plus/Elite of SkyTeam. Ground staffs
base on the sign of boarding pass to identify Elite/Elite Plus passenger.
Sign board or plate can be used with the following wording: “Hạng
Thương gia – Business Class”, VIP
b) A line for the Economy class, sign board or plate can be used with the
following wording: “Hạng Phổ thông – Economy Class”.
2.3.5 Boarding during refueling:
Passengers are only allowed to embark after finishing refueling of aircraft.

However, to avoid delay for flights, passengers are allowed to embark the
aircraft during refueling adapting GOM 7.3.4 and below conditions:
a) Ensure passengers is not allowed to approach the refueling area.


MANUAL 21AUG2017
b) Instruct passengers to embark the aircraft directly.

c) Smoking is prohibited while boarding.
2.3.6 Handling procedures:
2.3.6.1. Ensuring good conditions for boarding: Before boarding, ground

staff should thoroughly check appliances and facilities concerned
from waiting Lounge to cabin of the aircraft, such as: passenger
steps, air bridges, paths to ensure there has no any obstacle and
danger, light is sufficient to avoid tripping over for all passengers. In
case of boarding by passenger steps, umbrellas, raincoats, passenger
steps with canopy should be ready prepared to serve passengers. It
must be ensured passengers not being drenched when boarding.
Passengers are not allowed to enter dangerous area at ramp. Sign
boards must be clearly indicated the boarding path at each point.
2.3.6.2. Make boarding announcement and perform assistance for boarding:

UM is escorted by ground staff and being handed over to the cabin
crew. Invalid and old passengers are also escorted by ground staff
when boarding and assisted by cabin crew for their seating, the
baggage of mother traveling with infant is transferred to cabin by
ground staff. It is necessary to identify these passengers and assign
assistants to help them before boarding, even they had no requests.
2.3.6.3. Counting of passengers:
a) Originating flights:
1) Ground staff carries out the counting of boarding passengers.
Counting is conducted by means of boarding pass tabs or DCS
system at boarding gate.
2) Check number from counting of passengers with the number of

checked-in ones in the manifest. In case of no discrepancies, inform
cabin crew to close the aircraft door for departure.
3) Counting passengers is carried out in the aircraft by cabin attendant

if there is a request from VNA representative. VNA representative
requests cabin attendant to carry out counting when there is a
discrepancies between the figures at boarding gate and the figures in
manifest or other cases of mixing passengers . In such cases, any


MANUAL 21AUG2017
delay arising from the counting is considered the delay owing to

security reason.
4) When a discrepancy occurs, ground staff immediately inform station

manager at the airport and try to identify “missing” passengers and
check computer system if passengers failing to show up for boarding
but having embarked on the aircraft.
5) In case of discrepancies, station manager request Cabin Crew to

carry out a counter-check onboard. Before carrying out the counting,
Cabin Crew informs passengers obtaining their seats, not occupying
toilets.
6) Station manager should notice the case to the Captain for a decision
whether to check and offload the baggage (if any) of the missing
passenger.
7) In case of offloading the baggage of missing passenger, station

manager must immediately inform Baggage Handling Section to
make the necessary adjustments in Load Distribution Sheet, the
missing passenger's name must be deleted form the Passenger
Manifest by ground staff.
8) VNA representatives observe and corporate with ground handling

units to ensure boarding for different flights is seperated, avoid
incorect boarding.
9) After the flight departure, a search should be carried out to find out
the reasons of the discrepancy; the station manger has the
responsibility to inform stations concerned about the discrepancy.
b) Counting on transit passengers
1) Counting of transit passengers taken by counting of boarding pass,

transit pass or computer checking at boarding gate.
2) The number of disembarking transit passengers should be

enumerated through checking the “transit card” of the flight.
3) The number of transit passengers remaining on board is counted by

cabin crew of the flight.

MANUAL 21AUG2017
4) The total number of disembarking transit passengers and the number

of passengers remaining onboard must be agreed with the transit
figure indicated in the passenger manifest of the flight.
2.3.6.4. Handling in case of seat coincided, passenger seated with wrong seat
number during the time of boarding .
a) In the case the irregular situations happening during the time of boarding
such as seat coincided, passenger seating with wrong seat number, section
leader of cabin attendants should coordinate with ground staff for
checking reasons and report to purser for explaining to passenger,
arranging and directing him to his new seat.
b) When receiving information from cabin attendant concerning the seat

irregular situations on the aicraft, ground staff should immediately check
the information and reply to cabin attendant with the corrected seat
number of the passenger. If it is necessary to change the boarding pass,
ground staff must hand directly to cabin attendant at the gate of aircraft.
At NBA, DAD, TSN airport, the person of ground handling company
who will be in charge of situation must be the supervisor of such flight. If
there are other problem happens, ground staff must coordinate with VNA’
staion manager to dealt with, but does not make the flight delays. Cabin
attendant shall be responsible to allocate passenger at the corrected seat.

CHAPTER 3 - ARRIVAL
PASSENGER HANDLING
MANUAL
CHAPTER 3
ARRIVAL
ARRIVAL 3.1/P1
Rev 01
PASSENGER HANDLING SERVICE STANDARDS 15MAR2017
MANUAL
3.1 SERVICE STANDARDS

3.1.1 Common standard:
3.1.1.1 Ensure the way from the aircraft to terminal is safe; Prevent
passengers moving to dangerous area on apron.
3.1.1.2 Passengers are conducted to immigration, baggage claim area.
3.1.1.3 Guiding instruction in the airport is done via signing post, ground
handling staff instruction, or leaflet provided to passengers
3.1.1.4 Old, unhealthy, pregnant or disable passenger who do not book

MAAS service shall be assisted by staff upon the arrival.
3.1.1.5 VIP and priority passengers are provided pick up and assistant
services as specified in chapter 6.
3.1.1.6 Inadmissible passengers will be applied DEPA, DEPU passenger

carrying regulation ( indicated in chapter 7)
3.1.1.7 Besides these services, passenger arrives and leaves the airport will
not be provided any other services by the carrier.
3.1.2 Standard for passenger arrives and transfers to VNA’ flights
Passenger arrives and transfers to another Vietnam Airlines flight will not be
provided services at station in principle. Station manager, however, is allowed
to arrange providing services for passenger, such as: meal, hotel service for
transfer passenger in the following circumstances:
3.1.2.1 Passenger has to stopover involuntarily.
3.1.2.2 The itinerary of passenger has been arranged upon confirmation of

the carrier and such services have been indicated in the ticket.
3.1.2.3 Passengers transferring at NBA, SGN, and DAD with the connecting
time more than 4 hours are provided meal service.
3.1.2.4 Misconnection passenger due to the delay of incoming flight without

substitute flight within the day.

ARRIVAL 3.1/P2
Rev 01
PASSENGER HANDLING SERVICE STANDARDS 15MAR2017
MANUAL
3.1.2.5 When rerouting passengers’ itinerary of the flight having the

connecting time at transfer station more than 4 hours, the station
manager has the right to order services for such passengers at the
station. In this case, the station manager is also allowed to order
services for the passengers who are being carried by other carrier
concerned (the carrier of inbound or outbound flight concerned). For
example: Flight HAN-CDG is canceled, passengers are rerouted to
HAN-HKG-CDG at HKG, and the connecting time at HKG is more
than 4 hours. In such case, the station manager at HKG is allowed to
order services to the passengers at the airport regardless of the flight
of HKG-CDG is operated by AF.

ARRIVAL 3.2/P1
Rev 02
PASSENGER HANDLING HANDLING PROCEDURES 21AUG2017
MANUAL
3.2 HANDLING PROCEDURES

3.2.1 Pre-arrival
3.2.1.1 Check all messages and documents concerning to arrival passengers

for necessary preparation.
3.2.1.2 Check time-critical connections, and inform gate staff of onward
transfer.
3.2.1.3 Arrange facilitation for passengers requiring assistance, eg. UMNR,
PRMs.
3.2.1.4 Check gates and disembarking area for arrival flight
3.2.2 Arrival
3.2.2.1 Receive and check messages from arrival flight
3.2.2.2 Prepare necessary conditions for providing services, including:
a) Passenger handing facilities for arrival flight, such as: jetbridge,

passenger loading step, catering vehicle, baggage container/pallet
loader, and apron vehicle. etc...
b) Cards, stickers, sign boards showing guideline for arrival passenger
c) Appliance and staff for handling special service requirements

(unaccompanied minors, patient, disable passenger...).
3.2.3 Arrival Handling:
3.2.3.1 Ensuring jetbridge, passenger loading step are free of debris and
position as per the standard height for the aircraft type.
3.2.3.2 Secure the disembarkation route for passengers.
3.2.3.3 Support passenger to complete required immigration and customs

formalities (for example: assist passenger to complete immigration
and customs forms).
3.2.3.4 In case of inadmissible passenger, station manager will apply

Vietnam Airlines current regulation for the passenger (DEPA, DEPU
indicated in chapter 7).
ARRIVAL 3.2/P2
Rev 02
PASSENGER HANDLING HANDLING PROCEDURES 21AUG2017
MANUAL
3.2.3.5 Baggage should be promptly disembarked and put on conveyor at

baggage claim area to return to passenger on time (priority order
specified in chapter 9). The delivery time is determined and notified
depending on specific regulations of each station.
3.2.3.6 Passengers claim for their checked or damaged baggage will be

conducted to Lost and Found desk to solve their complaint.
3.2.3.7 Interline connecting passenger's baggage should be promptly

conveyed to connecting flight area within connecting time to ensure
not causing the delay of the following flight.
3.2.3.8 At domestic stations, ground staff checks baggage claim tag before
passenger leaving the station.
3.2.3.9 At certain stations, disembarked passengers may be required to fill in

customs, immigration or MEDIF forms. These forms are delivered to
passenger on board or at check-in area in arrival terminal.

CHAPTER 4 – TRANSIT, TRANSFER
PASSENGER HANDLING
MANUAL
CHAPTER 4
TRANSIT, TRANSFER
TRANSIT AND TRANSFER 4.1/P1
Rev01
PASSENGER HANDLING GENERAL REGULATIONS 15MAR2017
MANUAL
4.1 GENERAL REGULATIONS

4.1.1 Definitions
4.1.1.1 Transit passengers:
Transit passenger at an airport is a passenger who enters that airport for the sole
purpose of continuing his/her journey to a destination on the same flight defined
by the flight designator, routing and scheduled time.
4.1.1.2 Transfer passengers :
Transfer passenger at an airport is a passenger who arrives by one flight and

continues his/her journey by another flight within the day or the connecting time
does not exceed more than 24 hours for the connecting flight.
4.1.1.3 Stopover passengers:
Stopover passenger at an airport is a passenger who transfers from a flight to

another flight with the connecting time exceeding more than 24 hours or within
the day as scheduled.
4.1.1.4 Application of service standards for transfer passengers :
Service standards and handling procedures stipulated in 4.1, 4.2 and 4.3 are
applied for transfer passengers only, not for stopover passengers.
(See the diagram of classification of transfer and stopover passengers – part 4.1.3
for details)
4.1.2 Classifications:
4.1.2.1 Transit passengers:
Given the domestic and international sectors of a flight or the combination

thereof, transit passengers are classified into two categories as follows:

Rev01
MANUAL
a) Identical transit passenger is the transit passenger whose itinerary includes

either only domestic sectors or else only international sectors.
Example:
1) A passenger traveling from SGN to DAD via BMV is called domestic
identical transit passenger if his first sector from SGN - BMV and
second sector from BMV – DAD take place on the same flight number.
2) A passenger traveling from SGN to PAR via DXB is called

international identical transit passenger if his first sector from SGN -
DXB and second sector from DXB – PAR take place on the same flight
number.
b) Combined transit passenger is the passenger whose itinerary includes both

domestic and international sectors.
c) A passenger traveling from HAN to SIN via SGN is called combined transit
passenger if the passenger takes both domestic and international sectors
(HAN-SGN and SGN-SIN) on the same flight number (VN741).
4.1.2.2 Transfer passengers
Given the combination of sectors within the itinerary, transfer passengers are
classified into two categories as follows:
a) Online transfer passenger: On-line transfer passenger is a passenger who

arrives by one flight and continues his/her journey on another flight operated
by the same carrier. Given the combination of domestic and international
sectors of the passengers’ itinerary, on-line transfer passengers are classified
into two categories as follows:
1) Identical on-line transfer passengers: a passenger whose itinerary either

only include domestic sectors (domestic identical on-line transfer
passengers) or else only include international sectors (international
identical on-line transfer passengers). Example:
i) A passenger traveling from HAN to BMV via SGN is called a
domestic identical on-line transfer passenger if his first sector from
HAN - BMV and second sector from BMV – HAN take place on

Rev01
MANUAL
different flight numbers: VN221 HAN-SGN (domestic flight) and

VN 338 SGN – BMV (also domestic flight).
ii) A passenger traveling from SEL to BKK via SGN is called an
international identical on-line transfer passenger if his first sector
from SEL- SGN and second sector from SGN – BKK take place
on different flight numbers: VN939 SEL-SGN (international
flight) and VN851 SGN-BKK (also international flight)
2) Combined online transfer passengers: a passenger whose itinerary

include both domestic and international flights. Example:
i) A combined on-line transfer passenger with an itinerary covering
DAD-SGN-PAR whereby he transfers from domestic flight
VN327 DAD- SGN to international flight VN533 SGN-PAR.
b) Interline transfer passengers: a passenger who arrives by one flight and

continues his/her journey on another flight operated by another carrier.
Given the combination of domestic and international flights of the
passenger’s itinerary, interline transfer passengers are classified into two
categories as follows:
1) Identical interline transfer passengers: a passenger whose itinerary

either only includes domestic flights (domestic identical interline
transfer passenger) or else only includes international flights
(international identical interline transfer passenger). Example:
i) A passenger traveling from HAN to PXU via SGN is called an
identical domestic interline transfer passenger if he transfers from
Pacific Airlines flight HAN-SGN to Vietnam airlines’ flight VN
342 SGN-PXU.
ii) A passenger traveling from SGN to LAX via TPE is called an
identical international interline transfer passenger if he transfers
from VN/SGN-TPE (an international flight operated by VN) to
CI/TPE-LAX (an international flight operated by CI).
2) Combined interline transfer passenger is a passenger whose itinerary
includes both a domestic flights and an international ones. Example:
i) A passenger traveling from HAN to FRA via SGN is called a
combined interline transfer passenger if he transfers from Vietnam
airlines’ flight VN227 HAN-SGN to Lufthansa flight LH 773
SGN-FRA.
Rev01
MANUAL
Transfer and stopover passenger differentiation diagram:
What is on that passenger arrival intermediate airport?
Passenger connect to onward flight in the same day?
Yes No
= Transfer
There is any connecting flight in the same day?
Yes No
= Stopover
Is passenger connect to onward flight in the next day?
Yes No
= Stopover
Is passenger connect to onward flight within 24 hours?

(from the time arrival intermediate station)
Yes No
= Transfer = Stopover

Rev01
MANUAL
4.1.3 General regulations for handling transit and transfer passengers:
4.1.4.1 At the airports, such as: Noi Bai, Da Nang, Tan Son Nhat the
handling of transit and transfer passengers should be implemented by well
trained, polite, active and skillful ground staff.
4.1.4.2 Transfer counters, signposts, lounges... shall be arranged or located

at proper areas of the airport (at offshore airports, transit and transfer
handling procedures are complied with local applicable regulations).
4.1.4.3 Duty staff shall be present at duty areas to meet and assist
passengers, especially those such as: MEDA, VIP, CIP, UM...that are
informed in advance from the original station).
4.1.4.4 The liability of Vietnam Airlines for interline 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 Vietnam Airlines
and the other ticket for the sector( s) operated by other carriers, Vietnam
Airlines shall only takes its liability for the sector(s) operated by Vietnam
Airlines, 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 VNA 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 VNA preceding flights, Vietnam
Airlines shall assist the passengers with rerouting, rebooking, rescheduling…
but all the expenses arising from these actions shall be paid by the
passengers, not by Vietnam Airlines.
b) If the ticket for the whole itinerary is that of Vietnam Airlines, Vietnam
Airlines 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 VNA ticket for the next sector(s) operated by
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MANUAL
Vietnam Airlines, Vietnam Airlines 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.
4.1.4.5 Handling procedures for passengers who miss their connections.

a) Any flight delays at the departure airport that would affect the connection at
the down line station shall be informed to the passengers and other
concerned agents by the ground staff at both stations.
b) VNA representatives at the connecting station shall be responsible for

requesting the flight operation control office of that station to delay the
connecting flight if necessary ( depending on the number of connecting
passengers involved) in order to pick up passengers from the original point.
However, the delayed time shall not exceed 10 minutes later than ETD.
c) If the flight at the departure airport is so delayed that passengers at the down
line station shall not be able to take their connecting flight, the following
measure shall be taken at the departure airport:
1) Arrange accommodation for passengers at transit hotels and take other

necessary measures to ensure their continued journey as rescheduled.
2) Take necessary measures to reroute so that passengers shall be able to

get to the planed destination at an earliest possible date.
d) If the delayed flight arrives at the down line station at the time that is
impossible for the passengers to make their connection, the following
measures shall be taken at the connecting station:
1) Take necessary measures to reroute so that passengers shall be able to

get to the planed destination at an earliest possible date, or.
2) Carry passengers back to the departure station and take such measures
stipulated in paragraph c given above.

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4.2 TRANSIT PASSENGERS.

4.2.1 General
a) Transit passengers may be allowed to disembark when scheduled ground
time and local circumstances and facilities permit, in accorance with
operationg airport policy
b) Certain categories of passenger should be escorted during the transit time.
c) Local government of passengents must be appied regarding security of
transit passengers up to an including screening requirements.
4.2.2 Disembarkation of transit passengers:
a) Disembarkation procedure:
1) Provide each passenger with a transit boarding pass or instruct
passengers to retain their original boarding pass
2) Inform passengers about boarding time and gate and available facilities.
3) Transit passengers must be re-secured when re-boarding the flight.
b) Transit passengers remain on board
As per operating airline policy, there may be categories of passengers
that stay on board if locally permitted.
c) Boarding transit passengers
1) Board transit passengers before local passengers.
2) Re-secure the flight by checking travel documents and validating
boarding status by collection of the transit card or review of the original
boarding card.
3) If passengers are missing, apply the procedure for missing passengers in
2.3.3
d) Programmed aircraft change en route
1) Advise cabin crew that all transit passengers must disembark with their
carry-on baggage.
2) Distribute transit boarding passes (or instruct passengers to retain their
original boarding pass and inform passengers about boarding time and
gate available facilities.
3) Provide passenger assistance as required
4) In case of a change of configuration, assign passengers new seat
numbers if applicable, or apply free/open seating.
4.2.3 Identical transit passengers
4.2.1.1 Service standards:
a) At the departure station:

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5) Passengers and baggage shall be checked-through to the final

destination.
6) Passengers shall stay on board or disembark from aircraft to airport's
transit lounge depending on the particulars of each flight and the
conditions of the transit station.
7) Passengers shall be given the following information by the cabin crew
before landing at the transit airport:
i) Passengers and baggage shall be checked-through to the final
destination
ii) Transit airport and transit time
iii) Passengers shall stay on board or disembark from aircraft to
airport's transit lounges depending on the particulars of each flight
and the conditions of the transit station.
8) Down-graded Business passengers in waiting list at departure station
shall be upgraded at the transit station if seat available. The ground staff
at departure airport shall advise the next down line station by telex of
the status of these passengers.
b) Onboard the aircraft:
1) Before landing passengers shall be informed by the cabin crew of the
followings:
i) Name of transit airport
ii) Duration of the transit
2) Besides, depending on the particulars of the route, the flight, the
condition of the transit station, passengers shall be informed by the
cabin crew of other details:
i) Whether the passengers shall stay on board or disembark from the
aircraft.
ii) In case of disembarkation, passengers shall be advised of the
followings:
- Retain boarding passes for re-boarding.
- Bring with them important documents, jewelries and precious
belongings.
- Passengers shall be met and provided with necessary
information during the transit.
c) At transit station:

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1) Ground staff at transit station shall be responsible for separating transit

passengers from other ones to check their boarding passes, give them
transit cards and guide them to the transit lounges. To avoid mistakes,
signposts indicating with the phrase “ transit to….” shall be prepared in
advance and placed in proper areas for easy identification.
2) "Transit card" shall be given to each transit passenger before being
guided to pre-boarding areas by the ground staff. To control the actual
number of transit passengers the duty staff at transit station shall verify
the number of transit passengers based on the number of transit cards
issued and the number of transit passengers who stay onboard the
aircraft (if any) as informed by cabin crew and check with the number
of transit passengers provided by the staff at the departure airport. The
transit cards shall be collected as the passengers board the aircraft and
check them with the number of transit cards issued previously to ensure
the correct control.
3) In case of seat duplication of any passengers (for go - show passengers
at the departure airport and passengers boarding at the connecting
airport), new boarding passes shall be issued for passengers boarding at
connecting airport.
4) Check-in staff at transit station shall check SOM or agreed "Block Seat”
to ensure that no seat duplication takes place.
5) When seating the passengers, especially those within the “block seat”,
ground staff at transit station shall check the number of transit
passengers in the reservation system to ensure weight balance of the
aircraft.
6) After the check- in procedures are completed and before flight
departure Ground staff shall be responsible for sending required
messages to down line station.
7) Vietnam Airlines representatives at these stations shall be responsible
for supervising ground staff in handling transit passengers.
4.2.4 Combined transit passengers
4.2.4.1 Service standards
a) At booking offices:
1) The reservation system much display the information of Domestic-
International Combined flight in order to remind booking staff
informing passenger. The display shall be made by Sale and Marketing
Department according to seasonal schedule.

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2) Booking staff is responsible to inform passenger and remark on

booking/IR sheet the contents as follows: “Domestic-International
Combined flight. Passenger depart from Viet Nam shall have check-in
formalities at domestic terminal”.
b) At departure station:
1) Passengers and baggage shall be checked- through to final destinations.
Passengers shall be given the following information:
i) Passengers and baggage shall be checked-through to the final
destination.
ii) Names of transit airport and transit duration.
iii) Retain the boarding passes for changing boarding passes for
the next sectors.
iv) Passengers must go through immigration and customs
procedures at their transit point.
2) Passengers’ baggage shall be last loaded in separate containers for easy
unloading at transit stations.
3) Remarks: Passengers departing from Viet Nam shall have check-in
formalities at domestic terminal. Elite Plus card passenger of SkyTeam
depart from Viet Nam if travelling on Y class shall be checked-in at
business counter and shall be given priority tag for checked baggage,
however, passenger shall not be invited to business class lounge at
domestic terminal.
c) On board the aircraft.
1) Passengers shall be given the following information by the cabin crew:
i) Names of transit airports
ii) Transit duration
iii) Passengers must go through immigration and customs procedures
at their transit point.
iv) Other necessary information: Passengers shall fill in necessary
forms as required at the transit point such as immigration, health…
d) At transit airport.
i) Ground staff at transit station shall be responsible for separating
transit passengers from other ones to check their boarding passes,
give them transit cards and guide them to go through immigration
and customs procedures

CHAPTER 4 – TRANSIT AND TRANSFER 4.2/P5
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ii) Passengers’ baggage shall be sorted out and brought to customs

inspection areas. Passengers shall have their baggage cleared by
the customs with the ground staff’s assistance. After going through
customs, this baggage shall be brought by the ground staff to the
area where they shall go through procedures for the next sectors.
iii) Passengers shall be guided to transit areas.
iv) Ground handling staff collect Business class passenger and guide
him to transit area or guide to car (if any) to move between two
terminal.
4.2.4.2 Handling procedures:
a) At departure station:
1) Passengers shall be checked- through to final destination and given
boarding passes indicating their name, seat numbers, final destination
for the itinerary.
2) Necessary information about the passengers’ itinerary shall be given at
check-in counters.
3) Seat allocation at departure station shall be in accordance with the
following principles:
i) If the flight time between the departure airport and the next down
line station is long enough for the ground staff at the next down
line station to process all messages about the transit (SOM, PTM),
then the ground staff at the next down line station shall reserve
seats for those passengers in the next connecting sectors.
ii) If the flight time between the departure airport and the next down
line station is not long enough for the ground staff at the next
down line station to receive all messages about the transit (SOM,
PTM) and process them before check-in, then the ground staff at
the departure station shall reserve seats for transit passengers for
the whole itinerary according to the “block seat” agreement
between the two airports. The seat allocation for this purpose shall
be made while ensuring weight- balance of the aircraft.
iii) In case the requested seats are over the agreed “block seats” these
exceeding seats shall be requested via telex by the ground staff at
the departure station for permission from the next down line
station.
4) In case the number of goshow passengers is over the agreed “ block
seat”, and no request can be made via telex by the ground staff at the
departure station for permission from the next transit station due to time
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MANUAL
constraints, seat allocation shall be made based on the information in

reservation system. If next sector’s seats are available the go-show
passengers shall be checked-in and advised to retain their boarding
passes for re-boarding or changing their boarding passes if necessary.
The seat allocation for these go show passengers shall be informed via
telex to the transit station so that seat duplication shall be avoided on
the next connecting flight.
5) After the check - in procedures are completed and before flight
departure the ground staff shall review all the flight coupon collected
and send necessary messages as PTM, SOM to the next station.
6) Passengers’ baggage shall be last loaded in separate containers for easy
unloading at transit stations.
b) Onboard the aircraft:
1) Cabin crew shall inform passengers of necessary information.
2) Cabin crew shall, at appropriate time, provide passengers with
necessary forms to fill in such as immigration, customs, health.
3) If seat duplication takes place after re-boarding, cabin crew shall
apologize and in coordination with the ground staff assign new seats.
c) At transit stations:
1) Ground staff at transit station shall be responsible for separating transit
passengers from other ones to check their boarding passes, give them
transit cards and guide them to go through immigration and customs
procedures.
2) With regard to passengers who have problems with immigration,
customs procedures (passport, visa, goods clearance…) or those who
have problem at the transit airport for any other reason: If the problem
caused by VNA, VNA is responsible to arrange the rerouting for
passenger as regulation mentioned in article 5.4 and bear all expenses.
If the problem caused by passenger or time of immigration/customs is
extended, VNA is responsible to assist passenger of
immigration/customs and rerouting procedures as regulation mentioned
in article 5.4 but passenger has to bear all expenses.
3) Passengers shall be guided to the customs screening machines to
witness and take care of their own baggage.
4) Before the passengers enter the transit area, ground staff shall collect
their previous boarding passes and issue new ones indicating seat
numbers (reserved for the whole itinerary) for the next flight sector.

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MANUAL
5) Upon check - in for passengers at transit station, the check - in staff

shall check relevant SOM or “block seat” to make sure that the
passengers have their seats without duplication. In case of additional
seat requests made, at transit station on flight sector with “block seat”,
ground staff at transit station shall send these requests via telex to the
departure airport for permission, and only assign seats when permitted.
6) When seating the passengers, especially those within the “block seat”,
ground staff at transit station shall check the number of transit
passengers in the reservation system to ensure weight balance of the
aircraft.
7) In case of seat duplication for go show passengers at departure airport
with the passengers at the transit station, the ground staff shall issue a
new appropriate boarding passes for either of the passengers involved
in duplication. This issuance shall be for the passenger starting his
journey at the transit station.
8) Passengers’ baggage shall be sorted out and ground staff at the transit
station shall be responsible for assisting and guiding the passengers in
going through customs procedures.
9) Passengers’ baggage shall be loaded onto their connecting flight.
10) After check- in procedures are completed and before flight departure,
the ground staff at the transit station shall send necessary messages to
the next down line station giving information about flight number, the
number of the connecting passengers and baggage.

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PASSENGER HANDLING TRANSFER PASSENGERS 21AUG2017
MANUAL
4.3 TRANSFER PASSENGERS

4.3.1 General:
a) Check the inbound/outbound connectiones and the number of
passenger affected.
b) Check time-crictical connections, and inform gate staff off onward
transfer.
c) Preapare for handling of passengers requiring assistance.
d) Meet the transferring passengers upon arrival of the incoming aircraft.
e) Direct passenger:
1) Through-checked passengers to the appropriate departure gate(s)
2) Non-through checked passengers to the transfer desk for check-in,
whichever is applicabble.
4.3.2 Identical on-line transfer passengers
1) Passengers and baggage shall be checked-through to the final
destinations.
2) Passengers shall be issued boarding passes for the first flight
sectors and a wallet that contain a transfer card and the flight
coupon (in case of paper ticket) for the next flight sector. If the
DCS of departure airport links with the DCS of connection
airport, passenger shall be issued 02 boarding passes for both
sectors (see details in article 8.1)
3) Passengers shall be given necessary information:
i) Passengers and baggage have been checked through to the
final destinations.
ii) Names of the transfer station and the duration of the transfer
iii) Names of the transfer station and the seat number of the
passengers on the first flight sectors are indicated in the first
boarding pass.

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PASSENGER HANDLING TRANSFER PASSENGERS 15MAR2017
MANUAL
iv) On the transfer card wallet the final destination is indicated,

which would facilitate the issuance at the transfer point of the
new boarding pass for the next flight sector. In case of
through check-in, passengers who do not show up at transfer
desk and shall be instructed to the departure lounge for next
flight.
4) Stand by Business class passengers who is served in Economy
class at the departure point shall be informed to the next station
for considering upgrade to Business class if seat available.
5) Passengers’ baggage shall be last loaded in order to facilitate their
unloading at transfer point.
b) At transfer station:
1) Passengers shall be guided to transfer counter where a new boarding
pass shall be issued and then to the transfer area.
2) In case of through check-in, passengers who do not show up at
transfer desk and shall be instructed to the departure lounge for next
flight.
3) Passengers’ baggage shall be transferred to the next flight.
1) Check-in staff shall collect the first flight coupons and issue the
boarding passes for the first flight sector. The second flight coupons
for the next flight sector shall be attached to the transfer card wallet
which shall be also given to the passengers.
2) In case of through check-in: apply procedures as mention in article
8.1.
3) Necessary information shall be given to the passengers at the check-
in counter.
4) With regard to those business class waitlisted passengers as
mentioned in 4.3.1.1, the check-in staff shall instruct him to contact
the ground staff or to proceed to the transfer counter at the transfer
station for getting new boarding pass and upgrading to the business
class on the next flight if seat is available.

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MANUAL
5) After the check-in procedures are completed and before the flight
departure, ground staff at departure airport shall send PTM to the
transfer station, informing details about no-show and/or go-show
passengers if any.
6) In case special reservation is requested by the passengers, the ground

staff at the departure airport shall reserve seats via SPM sent to
transfer station.
7) Passengers’ baggage shall be checked-through to the final

destination.
8) Excess baggage shall be handled as regulated for the whole itinerary.

9) Passengers’ baggage shall be last loaded to facilitate their transfer at
the transfer point.
10) If baggage is not checked through, they shall be checked-in to the
destination requested by the passengers.
1) Ground staff at the transfer station shall separate transfer passengers

form other ones.
2) Passengers shall be guided to transfer counter where the transfer card
wallet with the attached flight coupon for the next flight sector shall
be collected and a new boarding pass for that flight sector shall be
issued. Passengers then shall be guided to transfer area.
3) In case of through check-in: passenger shall be instructed by ground

staff to departure lounge for next flight (see article 8.1).
4) Before checking in the passengers starting his journey at the transfer

station, the ground staff at that station shall check the PTM (from the
departure airport) to make sure that seats shall be available for the
transfer passengers.
5) After the check-in procedures are completed and before flight

departure, ground staff at transfer station shall review all flight
coupons collected and send messages to the next down line station
giving information of transfer passengers.
6) Passengers shall be guided to the connecting flight.
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MANUAL
7) Passengers’ baggage shall be transferred to the connecting flight.

This transshipment shall be done with care to avoid mishandling.
4.3.3 Combine online transfer passengers
- Passengers and baggage shall be checked through to the transfer
station.
- Passengers shall be given the following necessary information:
 Passengers and their baggage shall only be checked to the
transfer point
 Names of the transfer point and transfer duration.
 Passengers shall have to go through immigration and customs
procedures at transfer airport.
- Passengers shall be separated from other passengers.
- Passengers shall be guided to do immigration, customs and other
procedures.
1) Passengers and their checked baggage are checked to the transfer
point.
2) Passengers shall be given necessary information.
3) After all the procedures are completed and before flight departure,
ground staff at transfer station shall send messages to the next down
line station giving information about the number of transfer
passengers and their transfer baggage .
b) At the transfer station:
1) Passengers shall be separated from other passengers.

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MANUAL
2) Passengers shall be guided to do immigration, customs and other

procedures.
4.3.4 Identical interline transfer passengers
1) Passengers and their baggage shall be checked to the final
destination.
2) Passengers shall be given their boarding passes for the first flight
sectors and the procedures for the next flight sector shall be done at
the transfer counter of the other airlines at the transfer station.
3) In case VNA and interline carrier has through check-in agreement
and DCS at departure airport links with DCS at connection airport,
passenger shall be issued two boarding passes for two sectors.
1) Passengers shall be guided to go through the procedure for the next
flight sector at the transfer counter.
2) In case of through check-in: passenger shall be instructed to
departure lounge for next flight.
1) Check in staff shall check the passengers through to the final
destination, collect the first flight coupons and issue boarding passes
for the first flight sector.
2) In case of through check-in: apply procedures that mention in article
8.1.
3) Passengers shall be given necessary information about their transfer
at Check-in counter
4) After all check-in procedures are completed and before flight
departure, ground staff shall send all messages to the transfer station
giving information about the number of transfer passengers and the
number of pieces of transfer baggage.
5) The ground staff shall check the baggage to the final destination and
tag the interline baggage tag to the baggage. All particulars shall
have to be indicated on these tags in bottom up order.
6) Excess baggage shall be handled as regulated for the whole itinerary.
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MANUAL
7) With regard to passengers transferring to VNA flight from other

carriers flight, the ground staff at the transfer station or VNA
representatives shall be responsible to guide those passengers to go
through necessary procedures at the transfer counters.
Passengers shall be guided to other airlines’ transfer counter to do the
transfer procedures.
c) In case of through check-in: passenger shall be instructed to departure
lounge for next flight.
4.3.5 Combine interline transfer passengers
4.3.5.1 Service standards
Passengers and their baggage shall be checked to the transfer point.
b) At transfer station
Passengers shall go through procedures for the next flight sectors as do
passengers starting their journey at the transfer airport.
Check-in staff shall check passengers to the transfer point and instruct
them to go through all the procedures as do passengers starting their
journey at the transfer airport.
Ground staff shall do the procedures for the passengers as do passengers
starting their journey at that transfer airport.

CHAPTER 5 – IRREGULARITIES
PASSENGER HANDLING
MANUAL
CHAPTER 5
IRREGULARITIES
IRREGULAR HANDLING 5.1/P1
PASSENGER HANDLING DELAYED, CANCELLED AND EARLY Rev 01

MANUAL DEPARTURE FLIGHT 15MAR2017
5.1 DELAY, CANCELLATION AND EARLY DEPARTURE

5.1.1.1 Definitions
a) Delay of the flight
1) “Delay of the flight” means a flight having actual departure time (when
aircraft chock is removed) of more than 15 minutes later than its
scheduled time according to flight schedule of the carrier which is
updated by 3 p.m of the date preceding the date on which the flight is
operated; Or a flight that has departed but then has to return to the
departure airport or divert to an alternate airport.
2) “Long delay of the flight” means a delay flight, having actual departure
time (when aircraft chock is removed) of more than 4 hours later than its
scheduled time according to flight schedule of the carrier which is updated
by 3 p.m of the date preceding the date on which the flight is operated.
b) Cancelled of the flight
“Flight cancellation” means the failure to operate a flight whose schedule for
reservation and ticketing is announced on the reservation and ticketing
system of the carrier within 24 hours prior to the scheduled departure time
c) Early departure flight
“Early departure flight” means a flight having actual departure time (when
aircraft chock is removed) erlier than its scheduled time according to flight
schedule of the carrier which is updated by 3 p.m of the date preceding the
date on which the flight is operated
5.1.1.2 Causes of delay, cancellation and early departure
a) Air traffic control problems: Heavy traffic at certain time, partial or entire
closure of the airport due to problems with the runway or with the airport
facilities.
b) Unfavorable weather conditions: such as thunderstorm, typhoon, whirlwind,
fog, sandstorm, snow...
c) Operation problems: last minute trouble of spare parts or lack of serviceable
equipment, change of aircraft, cargo reloading, and modification of flight
documentations.
d) Engineering problems: aircraft technical defects, change of engines or spare
parts...
e) Commercial problems: late check-in passengers, long queues at check-in or
at security check, late connecting passengers.
f) Other causes.

MANUAL DEPARTURE FLIGHT 21AUG2017
5.1.2 Informing to passengers

5.1.2.1 General principles
a) When the flight is schedule change, VNA Representatives at the city or the
airport shall be responsible to inform all passengers with confirmed seat
about the schedule change as soon as possible and the first notice must be
issued before the STD. Passengers are kept informed at regular intervals.
b) VNA Representatives brefing ground staffs and relevant units consistent
information (the estimated time of departure/ arrival and serving schedule).
Flight information must be update in the DCS: new estimated time of
departure, new boarding gate…
c) When the flight is the early departure or delayed or disrupted flight as
planned 15 minute or more, passenger must be informed of the concerned
flight information. Information is included the content following:
1) The flight number and sector;
2) Cause of the delay or disrupted flight;
3) Scheduled time of departure or alternative flight plan;
4) Passenger service planning;
5) Passenger assistance division (location, identification signs);
6) Passenger apology.
d) Information can be given through one of the following channels or
combination thereof. Note choicing forms of notification to harmonize with
disabled.
5.1.2.2 Advise via passengers’ contact numbers
a) Regulations and procedures for this are specified in the applicable “Passenger
Reservation and Pre-Flight Check Manual” of VNA.
b) In case delayed or cancelled flights, the concerned units note that:
1) Upon receiving cancellation flight notice 24 hours prior to STD, VNA
Branch Offices at the city must inform passengers about schedule
changes as soon as possible and update the information result into
passengers PNRs based on the current passengers regulation.
2) The information contents:
i) The information of the passengers confirmed flight that has been
delayed/ cancelled
ii) Date, time and other information of substitute flight

c) If passengers are not informed 24 hours prior to departure, VNA Branch

Offices have responsibility to make passenger name list - PNL (who are not
informed) and send to VNA Representatives at the airport. Base on this list,
VNA Representatives shall make service supplying or compensation payment
as article 5.1.5 of this chapter.
d) PNL must be sent 03 hours prior to STD so that VNA Representatives at the
airport can prepare compensation solution. This list can be sent to airport by
SITA, Email or FAX.
e) After sending PNL to VNA Representatives at the airport, VNA Branch
Offices must not make compensation payment for passengers in this list.
f) After sending PNL, VNA Branch Offices shall check again passenger
manifest and continue informing passenger about delay or cancellation flight
following applicable regulation. At the same time, passenger shall be
informed compensation places at the airport where PNL has been sent to.
g) If passenger wants to receive compensation at another place, VNA’s staff
must remark this place on PNR.
h) Before paying compensation, the compensation division (required by
passenger and remarked on PNR) must get the confirmation from VNA
Representative at the airport – from which departure flight is cancelled of or
at which passenger is denied.
i) In special occasions, although being informed about flight cancellation or
delay or denied boarding and passengers show up at airport, VNA
Representative at the airport make compensation for passenger as regulation
and accordingly make the fault report to send to Marketing and Sale
department, which is included in monthly report
5.1.2.3 Advise via announcement
a) Announcement shall be done at the airport when the passengers have not
been informed of the delay/cancellation in advance and are already present at
the airport.
b) Regulations and procedures for announcement are specified in Chapter 10 of
this Manual.
5.1.2.4 Advise via Flight information display (FID)
a) This shall be done at the airport when information about delay/cancellation
becomes available.
b) VNA station manager shall co-ordinate with other concerned units to update
all the information about the delay/cancellation onto the FID screen at the
airport and ensure that all information is correct and given timely.

5.1.2.5 Advise via paper notices (see sample below)

a) This shall be done at the airport simultaneously with the announcement.
b) The VNA station manager shall be responsible to places those papers at such
areas as check-in counters, information desks and boarding gates.
5.1.2.6 Advise via Direct verbal information
a) This shall be done at the airport simultaneously with the announcement.
b) This performed by the ground staff, shall be for those passengers waiting in
VNA business lounges at Noi Bai and Tan Son Nhat airports.
c) If the delay/cancellation results in the passengers’chaotic order that
exerts pressure on the ground staff, the VNA station manager shall
himself and/or ask other staff on duty to meet with the passengers in such
crowded areas as check-in counters, information desks and boarding
gates and give them the information.
5.1.2.7 Advise via written notice
a) This shall be done at the airport when requested by the Authority.
b) VNA’s Representation distribute written imformation in alternate formats
to passengers with impairment
5.1.3 Alternative travel arrangement for affected passengers
5.1.3.1 General principles
a) If early departure/ delay/ cancellation occurs, VNA Branch Office, VNA
Representative at the airport shall be obliged to make alternative travel
arrangements for those affected passengers so as to help them get to their
final destinations as quickly and conveniently as possible.
b) The handling of these passengers is specified in VNA’s regulation of
“Passenger Reservation and Pre-Flight Check Manuals” and other valid
instructions.
c) Passengers with booking on flight departing from airport in EU, in case of
delay, cancel flight, if passenger’s request, the Airlines has responsibility a
return flight to the first point of departure, at the earliest opportunity.
d) Alternative travel arrangements shall, in principle, be made only for those
passengers affected by the delayed/cancelled flights, not for any other
passengers.


5.1.3.2 Passenger acceptance priorities

a) VIP passengers;
b) CIP passengers;
c) Platinum members;
d) Elite Plus SkyTeam members;
e) Gold members;
f) Titan members;
g) Elite SkyTeam members;
h) Business class passengers use confirmed tickets (except for passengers
specified in 5.1.3.2q of this manual);
i) Ill passengers certified by competent health authorities; stretcher case,
oxygenated, sight impaired, hearing impaired and wheelchair passengers;
expectant mothers, infants, UMs…, who have been accepted by VNA on the
previous flight;
j) Passengers who are denied entry or whose entry visas shall expire before the
next substituting flight;
k) Passengers are denied on the previous flight because of VNA’s fault;
l) Passengers with connections;
m) Passengers whose relative (father, mother, spouse, child, brother or sister) is
in serious illness or died recently;
n) Silver members;
o) Deluxe Economy passengers use confirmed ticket (except for passengers
specified in 5.1.3.2r of this manual);
p) Economy Class passengers use confirmed ticket (except for passengers
specified in 5.1.3.2s of this manual);
q) Business Class passengers use confirmed free/discount tickets
r) Deluxe Economy passengers use confirmed free/ discount tickets
s) Economy Class passengers use confirmed free/ discount tickets
t) Passengers with seats confirmed on their tickets or in the itinerary paper but
with no record in the check-in system.
u) Passengers with confirmed tickets but on standby.
Note: Passengers using GLP, CA(Coporate Account) ticket shall be served
as other comercial passengers.

5.1.3.3 Alternative flight assignment priority

a) Other flight is operated by VNA;
b) Flight is operated by other carrier that signed block-seat codeshare agreement
with VNA
c) Flight is operated by other carrier that signed free-sale codeshare agreement
with VNA;
d) Flight is operated by SkyTeam;
e) Flight is operated by other carrier that signed the special prorate agreements
(SPA) with VNA;
f) Flight is operated by other carrier that signed the interlined agreements with
VNA;
g) Flight is operated by other carrier.
5.1.4 Services provision
5.1.4.1 Services
Services provided to affected passengers include communications, meals, hotel,
accommodation, surface transportation and city tour.
5.1.4.2 Scope of application
a) Limit in terms of time
Services shall only be offered between the STD of the early departured/
delayed/ cancelled flight and the STD of earliest substituting flight.
b) Limit in terms of eligibility for services
1) Services shall be offered for passengers who have name in PNL including
No-record passenger (passengers who have seat confirmed on their ticket or
in the itinerary paper but have not recognized in check-in system). Do not
offer for waiting list passenger.
2) Services shall only be offered to passengers who are already present at the
airport without having been previously informed of the scheducled change.
3) Services shall also be offered in situations such as delay, earlier-than-
planned rerouting, frequency reduction, aircraft change and cancellation…
VNA Representatives, VNA Branch Offices monitor the process of
providing services to the following passengers
i) Passengers have already been informed but are still affected by
schedule change (longer waiting time at the airport) which causes
them to take another flight to the connection point (this flight is on
time), waiting more time to take an alternative flight due to
scheduled flight is cancelled; passengers has to take an alternative


flight that departs earlier than cancelled flight and has to wait more
time for connecting the next flight.
ii) Passengers have not been informed and consequently have to wait
longer in the airport.
c) Limit in terms of causes of delay and cancellation
1) Services shall only be offered to passengers affected by delay and
cancellation caused by VNA, 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.
2) In case of delay flight of 02 hours or more, passengers shall be privided
drinking service due to any cause.
5.1.4.3 Communications services
a) Telex messages
1) Passengers may send a telex message in a form to a certain address at
their destination through the communications system of VNA at
company expenses in the following principles:
i) For delay longer than 01 hour up to 02 hours: Delay Message Form
shall be offered to VIP, CIP, Business class and other priority
passengers.
ii) For delay longer than 02 hours: Delay Message Form shall be
offered to all passengers.
iii) Each passenger shall send only one message.
iv) Message shall only be sent to the passengers’ destination in the
itinerary.
2) Delay message form (see sample below)
b) Telephone call
1) General principle: Free telephone calls shall not be offered by VNA.
2) However, in special situations prescribed below, and upon request by
passengers, free international and/or long distance telephone calls using
VNA airport office telephones, VNA company mobile phones and
phone cards shall be offered. Passengers shall be asked to fill in the
Registering Form (sample below) for company accounting purpose:


i) Passengers have relative (father, mother, wife, husband, child,

brother or sister…) who has/have died or been serious illness.
ii) Urgent commercial business requirements, in which a business
may genuinely suffer considerable financial loss through not being
able to contact with his required address.
iii) Unaccompanied minors whom the delay may cause the anxiety of
their parents or relatives.
iv) Old or ailing passengers, passengers who need medical support.
3) However, duration of a telephone call shall not be longer than 3 minutes
for a Deluxe Economy/Economy class passenger and 5 minutes for a
Business class passenger.
c) The schedule change flights notice at the arrival airport
1) Immediately after receiving delayed or canceled flights information,
VNA Representatives notify the related departments to put this notice to
FID, the announcement system, information counters at the arrivals
terminal. Updated promptly delayed or canceled flights information and
control providing this information.
2) If there is not have FID and announcement system at the airport: VNA
Representatives arrange and controls for putting notice boards at
appropriate locations at the lobby of station. Information includes flight
number, flight sector, the reason for delayed, ETD.
5.1.4.4 Meal and refreshment
a) Delay time is shorter than 01 hour: no service.
b) Delay time is from 01 hour to less than 02 hours: snack shall be served.
c) Delay time is from 02 hours to less than 06 hours: meal and refreshment shall
be served.
d) Types of meal served: depending on the time of the day:
1) 06h00 – 08h00: Breakfast.
2) 11h00 – 14h00: Lunch.
3) 18h00 – 21h00: Dinner.
4) Other time of the day: Light meal.
e) If the delay time is from 1 hour to 2 hours 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 11h00 and 13h00, then lunch shall be served).


5.1.4.5 Hotel accommodation

a) Delay time is from 06 hours to 22 hours: accommodation at an airport transit
hotel or the hotel nearest to the airport shall be arranged.
b) Delay time is longer than 22 hours: Accommodation at an airport transit
hotel, a hotel in downtown or a city tour shall be arranged. City tour shall be
arranged based on regulations in annex 13.2 of this chapter.
c) Hotel room arrangement: Single room for VIP/CIP/Business class passenger,
twin share room for Economy class passenger. Passengers of opposite sex
shall not share the same room. Single rooms may be arranged for those
passengers who do not agree to share room with others but only in absolute
necessity.
d) Meals: passengers shall be served meal during their stay at the hotel or city
tour.
e) In a situation where there is shortage of hotel rooms, Director of Operation
center and/or VNA Branch Offices shall decide to make cash payment to
passengers instead of providing hotel rooms, the amount of which shall be
the equivalence of the average hotel room rates signed in contracts.
Alternatively, passengers may choose between cash and MCOs. VNA
representative shall also arrange surface transportation to the city for the
passengers.
5.1.4.6 Ground transportation
a) Ground transportation is the transportation of passengers between airport and
city by car or bus.
b) Ground transportation shall be provided together with other services such as
hotel accommodation, meals and city tour.
c) If the passenger decides not to use the above services (hotel accommodation,
meals and city tour) and requests for two-way surface transportation between
the airport and their residences, VNA Representatives shall arrange two-way
transportation between the airport and city center.
d) How transportation is provided: VNA Representatives shall contract for
transportation of the passengers in groups by bus or issue “Services Voucher”
to passengers for use of other means of surface transport under contract with
VNA.
5.1.4.7 Services provided to passengers affected by delay/cancellation while they
are in town
a) If passengers have been informed of the delay/cancellation while in town,
VNA Branch Offices at the city shall actively try to reroute their order to

lessen the resultant pressure at the airport. In certain situations rerouting is

difficult because of the shortage of substituting capacity, the regional office
director and/or branch office general manager may decide to provide
appropriate services for the passengers on the case by case basis.
b) Eligibility for services
The services shall mainly be provided to passengers who are traveling
together in group and cannot be rerouted within the same day. Individual
passengers shall be served only if they cannot be rerouted within the same
day or are unable to arrange accommodation for themselves.
c) Services provided at city include: Meals, hotel rooms and surface
transportation shall be provided at the city according to the standard and
method specified above. If the passenger refuses the service offered by VNA
and requires using other services. They may be allowed to take their options
provided that the expenses in such case shall not exceed the amount specified
by VNA; otherwise, the passenger shall have to pay for the difference.
d) If all the hotels which have contract with VNA run out of rooms and the
passengers refuses to pay the difference between the rate they use and the one
offered by VNA, Director of VNA Branch Offices shall decide to allow them
to continue to use their services, and shall send a report of irregularity to
VNA’s Directors and copy to the Finance and Accounting Department and
the Marketing Service Department.
5.1.5 Compensation payment for cancellation
In principle when dealing with the long-delay or cancellation flight, the services
only is provided to passengers based on the above 5.1.4 and not provided
compensation by cash. However the below cases will be provided by cash based
on the regulation of the Ministry of Transportation and EU’s regulation
5.1.5.1 Long delay or cancelled of flight departing from Vietnam
a) Eligibility for compensation
1) Passengers use confirmed ticket (including ticket under Frequent
Passenger program, CA ticket) on long-delay or cancelled flight
departing from Vietnam; no discrimination between Business or Deluxe
Economy/Economy class; children or infants are entitled to
compensation as adults.
2) Passengers use confirmed ticket but have not confirmed on check-in
system


b) Rate of Compensation
1) Domestic Flights

DAD - PXU/ BMV/ VII v.v.
Up to 500 km 200.000 VNĐ
SGN - BMV/DLI/CXR/PXU/VCS v.v.
SGN - PQC/VKG/VCA/TBB/CAH v.v.
HAN/ SGN - DAD/ HUI/ UIH /VCLv.v.
HAN - PXU v.v.
From over 500
SGN – VDH v.v. 300.000 VNĐ
up to 1.000 km
DAD – HPH/ CXR/ DLI v.v.
VII – BMV/DLI/PXU v.v.
1.000 km or
HAN - VCA/ PQC v.v. 400.000 VNĐ
more
SGN - HPH/ THD/ VII v.v.
2) International Flights:

HAN/ SGN - BKK/ VTE/ REP
HAN - HKG/ CAN/ LPQ
Up to 1.000 km SGN - PNH 25 USD
DAD - REP/ CAN/ HKG/ MFM
VII - VTE
HAN/ SGN - TPE/ KHH/ KUL/ SIN/ RGN/
MNL/ CTU
From over 1.000 HAN - PVG/ PEK/ PNH/ HGH
50 USD
up to 2.500 km SGN - CAN/ CGK/ HKG/ KMG
DAD - HKG/ CTU/ HGH/ WNZ/ PVG/ KUL
VCA-TPE
HAN/ SGN - KIX/ NRT/ FUK/ NGO
HAN/ SGN - ICN/ PUS
From over 2.500
HAN - CGK 80 USD
up to 5.000 km
SGN - PVG/ PEK
DAD - ICN/ PUS/ NRT
5.000 km or HAN/SGN - CDG/FRA/LHR

HAN/SGN/CXR - DME 150 USD
more
HAN/SGN - MEL/SYD


Notes:
i) Flight sectors which haven’t been updated on this manual, the rate
of compensation shall be based on flight distance
ii) Passengers use discount tickets: The compensation shall be
proportionately calculated against the fare level bought for them
(For example: ID50 ticket shall receive 50% of the above rate of
compensation, AD75 ticket shall receive 25% of the above rate of
compensation). Passenger use ticket according lowbudget
program, the compensation shall be 25% of above rate of
compensation
c) Waiver of liability
1) VNA prove that
i) Passengers have been informed of the delay or cancellation no later
than 24 hours prior to the STD. In case that notified by telephone,
the call must be done from 7a.m to 10p.m with twice call 20
minutes apart if the first call is not connected.
ii) or passengers have not registered their contact address;
iii) or their registered address is unavailalble.
2) Passengers use FOC tickets
3) Passenger is not present aviation procedures at airports or other
locations as agreed with the VNA.
4) Passenger voluntarily waive cornfirmed ticket
5) Hazardous weather condition that might affect the safety of the flight.
6) Security risk that might affect the safety of the flight.
7) The schedule of fight changes according to the decision of the
competent authorities, not of the carrier.
8) Due to the health problems of the passengers (critically ill or die after
boarding).
9) The expected aircraft used for exploiting were destroyed.
10) 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.

11) Armed conflict, political instability, strike.

12) Due to aviation infrastructure (airport closure), service assurance
activities do not guarantee the aircraft flight performance (suppliers’
failure to provide services to the flight).
13) Passengers arrive at their destination on the alternative flight less than
04 hours later than the STA.
14) Passengers arrive at their final destination less than 06 hours later than
scheduled if the cancelled flight is a leg in their itinerary and they are
arranged to take an alternative connecting flight to final destination. In
the latter case, compensation shall be calculated on the basis of their
original departure to final destination.
15) Other force majeure situations.
5.1.5.2 Cancellation flights departing from airports in the European Union
a) Eligibility for compensation: Passengers with tickets for flights departing
from airports in the European Union, which were cancelled.
b) Rate of compensation: 600 EUR
c) When VNA offers rerouting passengers to their final destination on an
alternative flight, the arrival time of which does not exceed the scheduled
arrival time the flight originally booked by 04 hours, the compensation will be
EUR300.
d) VNA shall not make compensation for the passengers who have been
informed about the cancellation:
1) 02 weeks prior to STD; or
2) 07 days to 02 weeks prior to STD and have rebooked seats for
passengers on another flight with departure less than 02 hours later than
the original ETD, and with arrival less than 04 hours later than the
original ETA , or
3) Less than 07 days prior to STD and have rebooked seats for passengers
on another flight with departure less than 01 hour later than the original
STD, and with arrival less than 02 hours later than the original STA.
4) VNA shall not be obliged to pay compensation if it can prove that the
cancellation is caused by extraordinary circumstances which could not
have been avoided even if all reasonable measures had been taken.


5.1.5.3 Compensation made by means of issuing MCOs instead of paying cash is

regulated in 5.5 of this chapter.
5.1.6 Handling ticket
Handling ticket for passenger is made according to VNA’s regulation of
“Passenger Fares and Ticketing Manual” and the guideline document of
Sale and Marketing Department.
5.1.7 Settlement documents
Settlement documents are made according to Finance and Accounting
Department’s regulation and guide.
5.1.8 On duty assignment and report
a) The concerned units shall be responsible to make reports of following VNA’s
regulations.
b) VNA Representatives shall report Airport Authority on performing non-
refundable fixed compensation in event of denied boarding, flight
cancellations or long delays of flights in the flights departing from Vietnam.
The report must be made within 24 hours of scheduled departure time.
c) Besides the concerned units shall monthly report information of
delay/cancellation:
1) To make detailed reports of each delay and cancellation
2) To make a monthly report of all delays and cancellations at the station to
the Marketing Service Department.
d) In situations of high severity and irregularity, Director of OC, VNA Branch
Offices shall directly and timely report to the Executive Vice President.
5.1.9 Handling procedures
5.1.9.1 Information to passengers and the Crew on duty
a) Information about schedule change flight shall be given to the passengers as
soon as possible. The choice of appropriate channels through which
information is given (announcement, flight information display, paper notice,
direct verbal information) shall be decided by VNA Representatives
depending on the airport conditions as well as the coordination process
between VNA and other related sections.
b) VNA Representatives shall control the entire information giving process as
prescribed to ensure that all passengers are well and timely informed of the
situation.


c) Right after receiving a new STD, VNA Representatives inform the Captain
and Purser of the flight about the reason and the new time of departure for
their explanation to passengers.
5.1.9.2 Rerouting
a) Rerouting for passengers in downtown: VNA’s regulation of “Passenger
Reservation And Pre-Flight Check Manuals”
b) Rerouting for passengers at the airport: Make according details in 5.4 of this
Manual.
5.1.9.3 Services provided
a) Message sending
1) Handing out and filling in Delay Message Forms: After receiving the
decision from the station manager, the ground staff shall hand out delay
message forms to passengers and instruct them to fill in the forms (see
sample below).
2) Collecting and sending the messages: Having been collected, the
messages shall be classified into 2 types:
i) Type 1: Short messages, which contain such information as name
and address of receiver, expected delayed arrival time..., to be sent
to stations concerned and then forwarded to the address advised by
the passengers.
ii) Type 2: Longer messages, which contain more information such as
hotel reservation etc., to be faxed directly to the fax number advised
by the passengers. Passenger whose addressee has no fax number
shall have his fax message forwarded to his addressee by VNA
Representatives at stations concerned.
b) Delay message shall be sent to the address advised by the passenger. After
receiving delay messages from the departure station, the station manager at
arrival station shall be responsible to forward these messages which contain
all necessary information to the passengers' friends and/or relatives or take
necessary action as requested in the passengers’ delay messages.
c) Telephone calls
1) VNA representative may allow the passengers to make telephone calls
(by using either office telephone, mobile phone, or phone card etc.)
depending on the availability of these devices and the actual conditions
of the airport.


2) If telephone bill is required, passenger is requested to fill in the

telephone request form before making the call.
d) Meals
1) VNA Representatives take the responsibility to coordinate with ground
handling company and other concerned division to provide meal and
drink services to customer in either method as bellows:
i) Option 01: “Meals from the caterer”: VNA station manager shall
order the meals from the catering company at the airport who has
had a service contract with VNA.
ii) Option 2: “Meals in restaurant”: VNA station manager shall give
each passenger a “Service Voucher” which can be exchanged for a
meal at a designated restaurant at the airport.
2) The choice of options shall be the responsibility of the VNA station
manager depending on the actual delay/cancellation situation, with
consideration of the best possible convenience for the passengers and of
economy for VNA.
e) Hotel accommodation
1) Once the provision of hotel accommodation is decided, VNA station
manager shall give each passenger a “Service Voucher” and arrange
surface transportation of passengers to the hotel.
2) At NBA, DAD and TSN airports in particular, the respective ground
handling company shall assign its staff to accompany the passengers to
and from the hotel.
3) The hotel will collect the Services Vouchers and provide the service as
indicated in the Services Voucher.
4) During the time passengers stay at the hotel, the station manager shall
always keep contact with them and give them necessary assistance.
Special attention shall be given to business class passengers, VIPs, CIPs,
MEDA, UMs...
5) When the substituting flight is available, the station manager shall be
responsible to arrange transportation of passengers from the hotel to the
airport to take the flight on time.


f) Ground transportation
1) VNA station manager shall request the ground transportation company
to provide the service whereby the passengers shall go by bus (or other
means of transportation) in groups. The station manager shall sign the
receipts issued by the transportation company to bill VNA.
2) If individual passengers request for surface transportation from the
airport to the hotel/city and vice versa, the station manager may issue 2
service vouchers to them depending on the actual delay/cancellation
situation and the possibility of arranging the substituting flight. The
station manager shall also advise the passengers that the service
vouchers are only valid on the means of transport of the VNA-assigned
company.
g) Transit tour procedure: See 13.2 of this Manual.
5.1.9.4 Compensation
VNA Representatives at the airport implement the following tasks:
a) Decision and prepare for compensation options: Compensation in cash or
MCO. Preparation of the “Notice of Compensation Options” (see sample
below), notification for compensation form, payment Orders and MCOs.
b) Inform compensation and compensation option (compensation in cash or
MCO) for passengers’ choice. Passengers shall also be advised that the
compensation in cash shall be in accordance with the applicable VNA
passenger service regulations and that the compensation by MCO shall be
150% of that in cash.
c) This notice of compensation is implemented by delivering “Notice of
Compensation Options” to passengers after the fully completed documents or
by informing on a signboard at place where the compensation is made. VNA
representatives interpret, guide passengers the content of the notice.
Note:
At stations where English is not popular, VNA Branch Offices at city shall
translate the “Notice of Compensation Options” into the local language.
d) Procedures for compensation in cash
1) Fill in all necessary details in the payment order.


2) Passengers shall be requested to sign the payment order before receiving

cash. The pink copy and the white one shall be detached and given to
the passenger whereby the pink one shall be used for receiving cash and
the white retained by him. The VNA representative shall keep the blue
copy for record.
e) Procedures for compensation by MCO
1) Fill in all necessary details in the “Confirmation of Compensation
Acceptance by MCO” ask passengers to sign the Agreement
2) Give the MCO to the passengers
3) Cooperate with the ground handling sections in answering all
passengers’ questions or dealing with problems.
f) Note
For long delayed compensation: Observe making compensation or continuing
compensation (in the process of compensation) shall affect the long delayed
flight, VNA’s Representative quickly organizes to make flight and guide
passengers who not received the compensation shall contact any VNA’s
Branch to receive it, specifically as follows:
1) At the departure:
- Prepare the notice form (sign and seal and fill the amount of
compensation) to give passengers at boarding gate
- In case has compesated some passengers: Stamp “Paid” or
“Compensated” on the passengers’ boarding pass. This is the base
for ground staffs give notice form to passengers and for VNA’s
Branches’staffs to compensate passengers.
- When receive the request about compensation from VNA’s
Branches’ staffs, VNA’s Representation at airport quickly verify
information and send VNA Branches’ staffs
2) At VNA Branches:
Receive the request about compensation from passengers, Staffs shall:
- Compensate passengers if they have the notice form (sign and seal
of VNA’s Representative) and boarding pass on abnormal flight.


- Contact VNA’s Representative to verify information in case

passengers don’t have the notice form or boarding pass or in case
staff need verified information.
- Collect the notice form (if any), stamp “Compensated” or “Paid” on
boarding pass (included boarding pass printed from online check-in
system) and remark compensated long delayed flight on VCR.

CHƯƠNG 5 – CÁC TRƯỜNG HỢP BẤT THƯỜNG 5.1/P20
QUY ĐỊNH PHỤC VỤ 5.1 CHUYẾN BAY BỊ CHẬM, HỦY, Rev: 01

HÀNH KHÁCH KHỞI HÀNH SỚM 15MAR2017
THÔNG TIN CHUYẾN BAY VIETNAM AIRLINES

VIETNAM AIRLINES FLIGHT INFORMATION
CHÚNG TÔI THÀNH THẬT XIN LỖI QUÝ KHÁCH VỀ VIỆC CHẬM/HỦY CỦA CHUYẾN
BAY. ĐỂ THUẬN TIỆN CHO QUÝ KHÁCH, XIN GỬI ĐẾN QUÝ KHÁCH THÔNG TIN
DƯỚI ĐÂY VỀ CÔNG TÁC PHỤC VỤ CHUYẾN BAY BỊ CHẬM, HỦY:
WE APOLOGIZE FOR THE INCONVENIENCE CAUSED. THE IRREGULARLY FLIGHT WILL BE

HANDLED AS FOLLOWING:
SỐ HIỆU CHUYẾN BAY/FLIGHT NUMBER:..................................................................................
NGÀY BAY/ DATE OF FLIGHT:.......................................................................................................
CHẶNG BAY/ SECTOR :...................................................................................................................
NGUYÊN NHÂN CHUYẾN BAY BỊ CHẬM, HỦY /REASON FOR IRREGULARLY

FLIGHT:……..………………………………………………………………………………………...…...
.…..................................................................................................................................................
KẾ HOẠCH PHỤC VỤ/ SERVICE PLAN..........................................................................................

........................................................................................................................................……………………
…………....................................................................................................................................……
GIỜ DỰ ĐỊNH KHỞI HÀNH MỚI/ NEW ESTIMATED TIME OF DEPARTURE:

..................………………………………………………………………………………………………
LƯU Ý/ REMARK:…….........................................................................................................................
...............................................................................................................................................................
CHÂN THÀNH CẢM ƠN SỰ HỢP TÁC CỦA QUÝ KHÁCH!

THANK YOU FOR YOUR COOPERATION!
Tài liệu không kiểm soát khi in


MẪU ĐIỆN VĂN CHẬM CHUYẾN - MẶT NGOÀI
MẪU THU THẬP THÔNG TIN ĐỂ GỬI

ĐIỆN VĂN CHẬM CHUYẾN
Chúng tôi thành thật xin lỗi quý khách vì sự

chậm của chuyến bay. Hiện chúng tôi đang cố
gắng khắc phục để quý khách có thể tiếp tục
hành trình của mình một cách an toàn.
Tại sân bay đến, Vietnam Airlines sẽ thông
báo về việc chậm chuyến. Tuy nhiên nếu quý
khách muốn có thông báo riêng cho người thân
tại sân bay đến, xin quý khách vui lòng điền
vào mẫu điện văn này và chúng tôi sẽ chuyển
điện văn này tới địa chỉ của quý khách .
Trong trường hợp việc gửi điện trùng vào
ngày Lễ hoặc thời gian tại đây chênh lệch với
thời gian tại điểm đến, bức điện có thể sẽ
không được chuyển nhanh chóng như quý
khách mong muốn.
Nếu quý khách không có nhu cầu gửi

điện, xin quý khách vui lòng điền tên, địa
chỉ của mình vào mẫu này để chúng tôi tiện
liên hệ:
Người gửi
Ông/ Bà .....................................................
Địa chỉ:......................................................
...................................................................
...................................................................
Số hiệu CB .................. ngày ....................


MẪU ĐIỆN VĂN CHẬM CHUYẾN - MẶT TRONG
Điện văn chậm chuyến Chuyến bay nối chuyến
Quý khách hoàn tất nội dung điện cần gửi và Tôi đặt chỗ trên chuyến bay.........................
chuyển cho chúng tôi trước khi chuyến bay Từ: ....................... Đến: ..............................
khởi hành. Ngày.............................................................
Gửi đến: Nếu việc nối chuyến của tôi bị thay đổi do
chuyến bay bị chậm, tôi muốn Vietnam
Ông / Bà ...................................................... Airlines:
Địa chỉ .........................................................
...................................................................... Huỷ chỗ tôi đã đặt 
...................................................................... Đặt lại chỗ cho tôi trên
Số điện thoại: .............................................. chuyến bay sớm nhất 
Số Fax/Telex:...............................................
Nội dung điện Đặt chỗ khách sạn
...................................................................... Tôi đã đặt phòng tại:
...................................................................... Khách sạn:....................................................

Thành phố:...................................................
...................................................................... Đề nghị thông báo cho khách sạn này rằng tôi
muốn họ:
......................................................................
Giữ phòng cho tôi 
...................................................................... Huỷ việc đặt phòng của tôi 
Huỷ sau ................................................ giờ.
...................................................................... Ngày..............................................................*
Đề nghị đánh dấu vào ô thích hợp
......................................................................
Xin quý khách vui lòng gửi lại mẫu điện văn
...................................................................... này cho bất cứ một tiếp viên hoặc nhân viên
mặt đất nào đang làm nhiệm vụ của chúng tôi.
Người gửi ....................................................


PHIẾU ĐĂNG KÝ GỌI ĐIỆN THOẠI
a. Họ và tên: _____________________________________________________
b. Chuyến bay: VN ________ Chặng bay: ___________ Ngày bay _________
c. Lý do gọi điện: ________________________________________________
HÀNH KHÁCH ĐẠI DIỆN VIETNAM AIRLINES


THÔNG BÁO BỒI THƯỜNG

Thưa quý khách,
Đầu tiên, chúng tôi xin chân thành xin lỗi Quý khách về những phiền hà mà Quý
khách gặp phải trên chuyến bay mang số hiệu ________, từ________ đến _________.
Để giảm thiểu phần nào những phiền hà gây ra cho quý khách, Vietnam Airlines xin
gửi đến quý khách khoản bồi thường bằng “Chứng từ thanh toán dịch vụ”
(Miscellaneous Charge Order – MCO). MCO này có trị giá________________ dùng
để thanh toán các dịch vụ vận chuyển hàng không của Vietnam Airlines.
Không có gì quan trọng hơn có được sự tin tưởng của Quý khách và chúng tôi hi vọng
sẽ lại sớm được chào đón Quý khách trên các chuyến bay của Vietnam Airlines cũng
như mang lại cho Quý khách những dịch vụ có chất lượng như mong đợi.
Nếu quý khách cần giúp đỡ hoặc có bất cứ yêu cầu gì, xin vui lòng liên hệ với nhân
viên hàng không của chúng tôi. Chúng tôi sẵn sàng giúp đỡ các yêu cầu của quý
khách.
Xin chân thành cảm ơn sự chia sẻ và thông cảm của Quý khách.
Trân trọng,
Đại diện Vietnam Airlines
*XIN QUÝ KHÁCH LƯU Ý:

MCO không được phép chuyển nhượng. MCO được phép chi hoàn thành tiền mặt trị
giá bằng 2/3 trị giá được ghi trên MCO nếu MCO này hoàn toàn chưa sử dụng. MCO
có giá trị sử dụng trong vòng 1 năm kể từ ngày xuất và được sử dụng để trả cho các
chi phí dịch vụ vận chuyển hàng không do Vietnam Airlines cung cấp, bao gồm các
dịch vụ sau:
 Mua vé mới, gia hạn vé, đổi hành trình/ đổi ngày bay của vé có phát sinh thu
thêm, chênh lệch giá vé.
 Trả cho hành lý tính cước.
 Trả cho nâng hạng dịch vụ/ nâng hạng đặt chỗ trên các chuyến bay của
Vietnam Airlines.
 Trả cho các phí dịch vụ đặc biệt (dịch vụ tiếp viên đi kèm, UM...)


XÁC NHẬN VIỆC NHẬN BỒI THƯỜNG

BẰNG CHỨNG TỪ THANH TOÁN DỊCH VỤ VẬN CHUYỂN HÀNG KHÔNG
*CONFIRMATION OF COMPENSATION ACCEPTANCE BY MCO*
Xác nhận của hành khách:
Tôi đã được giải thích và đồng ý nhận bồi thường bằng “Chứng từ thanh toán dịch vụ vận
chuyển hàng không” (MCO) dưới đây thay cho việc nhận bồi thường bằng tiền mặt.
Acknowledgement of passengers:
I was explained and fully compensated by MCO* (Miscellaneous Charge Order), instead of
cash.
“Chứng từ thanh toán dịch vụ vận chuyển hàng không- MCO” không được phép chuyển
nhượng và được sử dụng để trả phí dịch vụ vận chuyển hàng không do Hãng Hàng không
quốc gia Việt Nam cung cấp. MCO được phép chi hoàn thành tiền mặt trị giá bằng 2/3 trị giá
được ghi trên MCO nếu MCO này hoàn toàn chưa sử dụng. MCO có giá trị sử dụng trong
vòng một năm kể từ ngày xuất.
MCO shall be non-transferable and may be used to pay for Vietnam Airlines’s services only.
However, in case of have not been used to pay for any VNA service, MCO could be exchanged
for cash with the amount of money equal to two third (2/3) of MCO face value. An MCO is
valid on one year from issuing date.
1. Số hiệu chuyến bay/ Flight number:

2. Ngày bay/ Flight date:
3. Chặng bay/ Sector:
4. Lý do bồi thường/ Reason of compensation: ⁭
Nhỡ chuyến/ Denied boarding; ⁭ Huỷ chuyến/ Cancellation; Thiện chí/ Goodwill;
⁭
Hành lý/ Baggage; Chi khác (ghi rõ)/ Other (specify) ............................................
STT Họ và tên hành khách Số MCO Trị giá MCO Hành khách ký nhận
No. Name of passenger MCO number Valued of MCO Signature of passenger
Đại diện Vietnam Airlines

Vietnam Airlines’Representative


GIẤY XÁC NHẬN/CERTIFICATION
Tôi tên là/I am …………………………………………………………………

Đại diện cho Hãng Hàng không Quốc gia Việt Nam (Vietnam Airlines) xin xác nhận thông tin
sau/Representative of Vietnam Airlines, would like to verify as below:
Ông/Bà/Mr/Mrs……………………………………………………………………………….
Số CMTND/Hộ chiếu/ID/Passport number…………cấp ngày/issued date …. / .… /…….
tại/issued place………
Là hành khách đã có chỗ xác nhận trên chuyến bay/has confirmed seat on flight:..............
Mã đặt chỗ/Booking reference………….. Số vé/ticket number:…………………
Có hành trình từ/From…..…………….đến/to ………..ngày/date……/……./..…
 Bị chậm giờ từ/is delayed from……..đến/to…….(giờ địa phương/local time) vì lý
do/due to:
 Điều kiện thời tiết/weather condition
 Kỹ thuật/technical reason
 Máy bay đến muộn/late arrival of aircraft
 Lý do khác/other: ……………………………………………………
 Đã không thực hiện chuyến bay vì lý do:
 Điều kiện thời tiết/ weather condition
 Kỹ thuật/ technical reason
 Thương mại/ chuyến bay không còn chỗ/commercial/overbook
 An ninh hàng không/security
 Lý do khác/other: ……………………………………………………
Thay mặt Hãng hàng không Quốc gia Việt Nam – thành viên liên minh SkyTeam, chúng tôi
thành thật xin lỗi quý khách vì sự bất tiện trên và mong muốn tiếp tục được phục vụ Quý
khách trên các chuyến bay của Vietnam Airlines.
On behalf of Vietnam Airlines, member of Skyteam Alliance, we would like to sincerely
apologize for any inconveniences and look forward to welcoming you on our next flights.
Xin chân thành cảm ơn/Sincerely your
……., ngày/date……tháng/month..…..năm/year …….
Đại diện của Vietnam Airlines/VNA representative
(ký và ghi rõ họ tên/sign with full name)


Mẫu thông báo nhận bồi thường
Thưa Quý khách,

Thay mặt Hãng Hàng không Quốc gia Việt Nam, thành viên liên minh SkyTeam, chúng tôi thành
thật xin lỗi Quý khách vì những phiền phức quý khách đã gặp phải do thay đổi kế hoạch bay.
Căn cứ theo quy định pháp luật về bồi thường ứng trước không hoàn lại trong vận chuyển hành
khách bằng đường hàng không và các quy định của chúng tôi, chúng tôi xin gửi đến Quý khách
khoản tiền ứng trước không hoàn lại theo quy định tại Thông tư.
Tuy nhiên, do điều kiện phục vụ chuyến bay không cho phép nên Quý khách vui lòng giữ lại Thẻ
lên tàu, tờ thông báo này và liên hệ với các Chi nhánh của Vietnam Airlines trong vòng 90 ngày
để nhận khoản tiền nói trên.
Xin trân trọng cảm ơn!
Đại diện Vietnam Airlines tại………….
Tên khách:
(Ký, đóng dấu, ghi rõ họ và tên)
Chuyến bay:
Chặng bay:
Ngày bay:
\
Số tiền:
----------------------------------------------------------
Dear Sir/Madam,
On behalf of Vietnam Airlines, a member of SkyTeam Alliance, we would like to express our
sincerest apologies for any inconvenience may be caused by the unexpected schedule change.
Pursuant to regulaitons of Ministry of Transport on non-refundable advance compensation in
air transport, we would like to offer the following compensation due to the schedule change of
your flight.
However, due to the operational limitations, we are unable to pay this compensation at the
moment. Please keep your boarding pass, this confirmation letter and contact any Vietnam
Airlines‘ offices within 90 days from the date written in this letter in order to claim your
compensation.
We do highly appreciate your understanding and co-operation.
Representative of Vietnam Airlines at………

Name of passenger:
(Signed with full name, stamped)
Flight number:
Sector:
Date:
Compensation:


MẪU PHIẾU CUNG CẤP DỊCH VỤ

PASSENGER HANDLING DENIED BOARDING PASSENGER Rev 01

MANUAL 15MAR2016
5.2 DENIED BOARDING PASSENGERS

5.2.1 General Regulations
5.2.1.1 Definitions
Denied boarding passengers are passengers holding a confirmed ticket and
presenting it at check-in counter at proper time, however, they are
offloaded owing to an overbooking situation.
5.2.1.2 Applicability
A passenger is considered denied boarding in one or all of the following cases:
a) The flight is overbooked.
b) A part or the whole of seat capacity is requested for government mission.
c) Aircraft change to a smaller type.
d) Offload passenger due to safety reason (Ex: discovering the lack of
minimum safety equipment in aircraft such as: oxygen mask, life – jacket...
at last minute)
5.2.2 Priority Order
5.2.2.1 Identification of denied boarding passengers
The following order shall be applied for the identification of denied boarding
passengers:
a) Passengers with confirmed tickets but on standby;
b) Passengers with seats confirmed on their tickets or in the itinerary paper
but with no record in the check-in system;
c) Economy Class passengers use confirmed free/ discount tickets
d) Deluxe Economy passengers use confirmed free/ discount tickets
e) Business Class passengers use confirmed free/discount tickets
f) Economy Class passengers use confirmed ticket (except for passengers
specified in 5.2.2.1c of this manual);
g) Deluxe Economy passengers use confirmed ticket (except for passengers
specified in 5.2.2.1d of this manual);
h) Silver members;


MANUAL 15MAR2016
i) Passengers whose relative (father, mother, spouse, child, brother or sister)

is in serious illness or died recently;
j) Passengers with connections;
l) Passengers who are denied entry or whose entry visas shall expire before
the next substituting flight;
m) Ill passengers certified by competent health authorities; stretcher case,
expectant mothers, infants, UMs…, who have been accepted by VNA on
the previous flight;
n) Business class passengers (except for passengers specified in 5.2.2.1e of
this manual);
o) SkyTeam Elite members;
p) Titanium members;
q) Gold members;
r) SkyTeam Elite Plus members;
s) Platinum members;
t) CIP passengers;
u) VIP passengers.
Note:
1) Passengers using GLP, CA ticket shall be prority served as other
commercial passengers with the same class.
2) Pilots and their relatives who use confirmed free/discount ticket will
only be denied transportation in the event of: A part or all of flight for
special aircraft flight; or change to a smaller aircraft.
5.2.2.2 Transferring of denied boarding passengers to other flights: Eligible
denied boarding passengers shall be transferred to the substituting
flights. The following order shall be applied for the transfer:
a) VIP passengers;
b) CIP passengers;


MANUAL 15MAR2016
d) SkyTeam Elite Plus members;

e) Gold members;
f) Titanium members;
g) SkyTeam Elite members;
h) Business class passengers (except for passengers specified in 5.2.2.2q of
this manual);
expectant mothers, infants, UM(s)..., who have been accepted by VNA on
the previous flight;
j) Passengers who are denied entry or whose entry visas shall expire before
the next substituting flight;
k) Denied boarding passengers on previous VNA flights due to the carrier’s
reason;
m) Passengers whose relative (father, mother, spouse, child, brother or sister)
is in serious illness or died recently;
n) Silver members;
specified in 5.2.2.2r of this manual);
specified in 5.2.2.2s of this manual);
q) Business Class passengers use confirmed free/discount tickets
t) Passengers with seats confirmed on their tickets or in the itinerary paper
but with no record in the check-in system;
Note:
Passengers using GLP, CA ticket shall be served as other commercial
passengers.


MANUAL 15MAR2016
5.2.3 Compensation
5.2.3.1 Ineligibility for compensation
VNA shall waive its liability for compensation if it denies passengers boarding
for the following reasons:
a) Passenger’s health status deemed by the carrier as harmful to himself, to
other passenger’s health and to the flight.
b) Prevention of the spread of the contagious disease.
c) Passenger’s failure to abide by applicable laws and regulations.
d) 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.
e) Passenger’s failure to comply with the carrier’s Conditions of Carriage or
the terms and conditions of the contract of carriage.
f) Passenger’s unruly behavior that threatens the flight safety and other
passengers’ life, health and property.
g) Passenger’s drunkenness or drug addictedness.
h) Aviation security
i) Passenger’s voluntary denied boarding in agreement with the carrier.
j) Request by competent authorities.
5.2.3.2 Eligibility for compensation
Passengers other than those mentioned in 5.3.2.1 with the following conditions
met:
a) Passengers have name in passenger name list (PNL and modified by ADL)
of the flight.
b) Being present at check-in counter at proper time as required for the flight.
c) Being denied boarding on flights with scheduled departures from foreign
airports other than those in the EU and then failing to be arranged by VNA
on another flight whose ETA is within 04 hours later than the original STA.
5.2.3.3 Compensation rates:
The following rates shall apply for passengers meeting all conditions mentioned
in 5.2.3.2:

MANUAL 15MAR2016
a) Domestic Flights:
Up to 500 km 200.000 VNĐ
SGN - BMV/ DLI/ CXR/ PXU v.v.
SGN - PQC / VKG/ VCA v.v.
HAN/ SGN - DAD/ HUI/ UIH v.v.
HAN - PXU/ VCL v.v.
From over 500
up to 1.000 km
VII – BMV v.v.
1.000 km or
more
b) International Flights:

Up to 1.000 km SGN - PNH v.v. 50 USD
DAD - REP/ CAN/ HKG/ MFM v.v.
VII - VTE v.v.
HAN/ SGN - TPE/ KHH/ KUL/ SIN/ RGN/ MNL/
CTU v.v.
From over 1.000 HAN - PVG/ PEK/ PNH/ HGH v.v.
100 USD
up to 2.500 km SGN - CAN/ CGK/ HKG/ KMG v.v.
DAD - HKG/ CTU/ HGH/ WNZ/ PVG/ KUL v.v.
VCA-TPE v.v.
HAN/ SGN - KIX/ NRT/ FUK/ NGO v.v.
HAN/ SGN - ICN/ PUS v.v.
From over 2.500
HAN - CGK v.v. 200 USD
up to 5.000 km
SGN - PVG/ PEK v.v.
DAD - ICN/ PUS/ NRT v.v.
5.000 km or HAN/SGN - CDG/FRA/LHR v.v.

HAN/SGN/CXR - DME v.v. 300 USD
more
HAN/SGN - MEL/SYD v.v.


MANUAL 15MAR2016
Remarks:
1) The above policy shall apply to all passengers with full fare and
discount tickets; not apply to passengers with free/ discount of charge
tickets. Passengers using GLP, CA ticket shall be served as other
commercial passengers.
2) For flights departing from Vietnam, children or infants are entitled to
compensation as adults. For flights departing from other countries,
Child shall receive 75% of the above rate of compensation, Infant
shall receive 10% of the above rate of compensation.
3) Passengers use discount tickets: The compensation shall be
proportionately calculated against the fare level bought for them (For
example: ID50 ticket shall receive 50% of the above rate of
compensation, AD75 ticket shall receive 25% of the above rate of
compensation). Passenger use ticket according lowbudget program,
the compensation shall be 25% of above rate of compensation
4) Those cases involving joint-venture/code-share flights shall be
handled according to stipulations in the agreement between VNA and
its business partner (if any).
5) Flight sectors (excluded flight departing from airport in EU) which
haven’t been updated on this manual, the rate of compensation shall
be based on flight distance.
6) Flight departing from airports in EU:
i) Compensation rate shall be 300 EUR for passengers entitled if
VNA arranges alternative flight with arrival time within 04 hours
later than original STA.
ii) Rate of compensation rate: 600 EUR
5.2.3.4 Settlement documents
a) For compensation in cash: Payment Order
b) For compensation by means of MCO: MCO
c) Compensation by means of MCO instead of one in cash: Specified in
article 5.5 of this Manual.
5.2.4 Services provision
5.2.4.1 Passengers shall be provided with communication, meal, hotel
accommodation and ground transportation services while waiting for
substituting flight as in case of delay/cancellation (See details in 5.1).

MANUAL 15MAR2016
5.2.4.2 Services in the city

Denied boarding passengers are only identified at the airport where
services shall be provided. However, if information about the possibility
of denied boarding is given far in advance to the passengers when they
are still in the city by VNA OCCs and Branch Offices (due to, for
instance, last minute request from the competent authorities to VNA for
seat confirmation for some reason or another, yield of some or all
passengers’ confirmed seats to VIPs, or change of aircraft to smaller
type), such passengers shall be provided with services while waiting for
the substituting flight in the city (see services in details in 5.1) and shall
be offered the same compensation rates as those applied for denied
boarding passengers mentioned in 5.2.3.
Remarks:
In handling denied boarding passengers in the city, the number of
passengers remaining after arranging substituting flight must not be less
than the Max Opening Capacity (“Max” in reservation system)
5.2.5 Handling ticket
Handling ticket is made according to VNA’s Passenger Fares and
Ticketing Manual and the guideline document of Sale and Marketing
Department.
5.2.6 Handling Procedure
5.2.6.1 Developing a plan to off-load passengers
a) Given the actual booking on the flight and the possibility of shortage of
space on the flight, VNA Representatives shall develop a plan to off–load
passengers, which shall include:
1) Number of passengers shall be denied boarding.
2) List of passengers shall be asked for voluntary denied boarding and
their handling.
3) Final list of denied boarding passengers
4) Rerouting, compensation and services for passengers in waiting.
b) VNA Representatives shall inform the ground staff of the above plan for
coordination in handling.
5.2.6.2 Request for volunteers willing to give up their reservation
a) VNA station manager shall first ask for volunteers willing to give up their
reservation and be rerouted in exchange for compensation before finalizing
the list of denied boarding passengers.

MANUAL 15MAR2016
b) The request should be very politely and prudently made to each individual
passenger or group of passengers, particularly to individual students and
tourists. The station manager, on behalf of Vietnam Airlines at the airport,
should express the gratitude and appreciation to such passengers for their
kindness.
c) Sample of announcement asking for volunteers:
“Thưa quý khách, Hãng HKQGVN – thành viên liên minh SkyTeam xin
thông báo và cáo lỗi cùng quý khách, trên chuyến bay VN___ đi ___, vì lý
do thiếu chỗ nên một số hành khách không được xếp chỗ trên chuyến bay.
Hành khách không được xếp chỗ có thể đợi chuyến bay sau cất cánh vào
lúc ___ hành khách nào tình nguyện đợi chuyến bay sau sẽ được nhận một
khoản tiền bồi thường là ___
Chúng tôi thành thật cáo lỗi cùng quý khách. Xin trân trọng cám ơn”.
“Your attention please, Vietnam Airlines - a member of Sky Team regrets to
advice that, the flight VN___ to ___ is unable of seats arrangement so that
we can not accommodate all of the passengers to the flight. Some of
passengers will be denied of boarding and waiting for the next flight, which
will depart at___. The volunteers will be received the amount of..............
for compensation.
We apologize for our inability to provide you with a seat on today’s flight.
Thank you.”
5.2.6.3 Rerouting
VNA representatives shall arrange rerouting for the denied boarding
passengers.
a) Principle: the compensation rate is based on the first sector (as printed in
the PNR) on which the passenger is offloaded regardless of any
connections or combination of flight coupons that make the itinerary. For
instance:
1) A passenger whose itinerary is SGN-X/TPE-LAX is denied boarding
at SGN shall be entitled to compensation for the SGN-TPE sector
only, regardless of his connection at TPE or use of 2 flight coupons
SGN-HAN and HAN-TPE for the SGN-TPE flight (in his PNR the
first sector is SGN-TPE).
2) A passenger whose itinerary is SGN-CAN is denied boarding at SGN
shall be entitled to compensation for the SGN-CAN sector only,


MANUAL 15MAR2016
regardless of his transit at HAN (in his PNR the first sector is SGN-
CAN).
b) VNA representative shall advise the passengers to choose between
compensation in cash and compensation by means of MCO and arrange to
affect the compensation.
1) Compensation in cash: VN representative shall issue Payment Order
with the pink copy for VNA accountant, the white copy for passenger
and the blue for record.
2) Compensation by MCO: VNA representative shall issue MCOs to
passengers (details specified in 5.5 of this Manual).
5.2.6.5 Provision of services
VNA representative shall provide services to passengers as specified in
5.1.9 of this Manual.


MANUAL 15MAR2016
Số/ Serial
Đơn vị/ Office:__________________
No:________________
PHIẾU CHI
PAYMENT ORDER
1. Họ và tên người nhận tiền/ Name of recipient:____________________________________

2. Số vé máy bay/ Ticket number:________________________________________________
3. Số hiệu chuyến bay/ Flight number:____________________________________________
4. Chặng bay/ Sertor:_______________________Ngày bay/ Flight date:_________________
5. Số tiền đã nhận/ Sum of payment:____________Bằng chữ/ In words:__________________
6. Lý do chi trả (đánh dấu  vào ô trống tương ứng và ghi chi tiết)/ Reason of payment (put
the tick by the appropiate box):
a. Bồi thường từ chối vận chuyển/ Denied boarding compensation:___________________
b. Bồi thường hủy chuyến/ Cancellation compensation:____________________________
c. Hoàn tiền chênh lệch hạng dịch vụ/ Refund for change of service class:______________
d. Hoàn tiền chênh lệch hạng đặt chỗ/ Refund for booking class difference:_____________
e. Bồi thường thiện chí/ Goodwill:_____________________________________________
f. Chi bồi thường hành lý/ Baggage compensation:
Mất/ Loss; Hư hỏng/ Damage; Chậm/ Lateness:
g. Chi khác/ Other:__________________________________________________________
Xác nhận của hành khách: Tôi đã được giải thích và đồng ý nhận tiền bồi thường của
Vietnam Airlines như trên. Tôi xác nhận đã nhận đủ số tiền nêu trên.
Acknowledgement of passengers: I was explained and acknowledged Vietnam Airlines’

receipt of the sum stated above as full compensation. I confirm that I have received full
compensation above.
Phiếu này được lập thành 03 bản bằng 03 liên khác nhau/Distribution in 03 copies in 03
colours:
- Liên mầu hồng: Giao cho khách dùng để nhận tiền/ The pink copy retained at paying office.
- Liên mầu trắng: Giao cho hành khách lưu/ The white copy for passenger.
- Liên mầu xanh: Nơi lập phiếu lưu/ The blue copy for issuing office.
Ngày/Day_____Tháng/Month:____Năm/Year:_______
Cán bộ phụ trách Đại diện Vietnam airlines Người nhận tiền
Manager VNA’Representative Passenger

PASSENGER HANDLING CHANGE OF SERVICE CLASS Rev 01

MANUAL 15MAR2017
5.3 CHANGE OF SERVICE CLASS

5.3.1 Definitions
5.3.1.1 “Change of service class” means accommodating a passenger in the
compartment of a class of service on a flight other than the class he has
paid for.
5.3.1.2 “Upgrading” means accommodating a passenger in a higher service class
compartment who has paid a lower service class fare.
5.3.1.3 “Downgrading” means accommodating a passenger in a lower service
class compartment who has paid a higher service class fare.
5.3.1.4 “Involuntary change of service class” means change of class initiated by
the carrier, not of the passenger’s own accord.
5.3.1.5 “Voluntary change of service class” means change of service class at the
passenger’s request and such request is accepted by the carrier.
5.3.2 Eligibility
5.3.2.1 Involuntary downgrading
a) Involuntary downgrading shall be carried out in the following order:
1) Passengers use confirmed free/ discount tickets
2) Passengers are not the member of VNA or Skyteam
3) SkyTeam Elite members
4) Titanium members
5) Gold members
6) SkyTeam Elite Plus members.
7) Platinum members
8) VIP/CIP
Remark: Passengers using GLP, CA ticket shall be priority as other
commercial passengers with the same class
b) Eligibility of applicability: Passengers with seat confirmed but must change
lower class services for their unexpected reasons.
c) Principle of involuntary downgrade: From higher class service downgrade
to lower immediately after the class service. Detail:

MANUAL 15MAR2017
1) Flight sectors have the Premium Economy Class service: Downgrade

from Business Class service to Premium Economy Class service, and
from Premium Economy class service to Economy Class service.
Don’t downgrade from Business class service to Economy Class
service.
2) High class service and low class service are out of seat: The first,
relieve some low class passengers to another flights, then downgrade
as above order
d) Standard of services provided
Involuntarily downgraded passengers shall be offered the priority services
of his original class in their pre-boarding time such as free baggage
allowance, lounge service. However, the in-flight services accorded to
them such as food and drink shall be of the standard for the class he is
accommodated.
e) Refund: Comply with VNA’s regulation of Passenger Fares and Ticketing
Manual.
f) Goodwill: In addition to the above refund, passengers shall be offered a
goodwill payment from VNA, the scheme of which is as follows:
1) Domestic flights:

Up to 500 km 200.000 VNĐ
SGN - BMV/ DLI/ CXR/ PXU v.v.
SGN - PQC / VKG/ VCA v.v.
HAN/ SGN - DAD/ HUI/ UIH v.v.
HAN - PXU/ VCL v.v.
From over 500
up to 1.000 km
VII – BMV v.v.

1.000 km or
more


MANUAL 15MAR2017
2) International flights:
Flight
Flight sector Amount
distance
Up to 1.000
SGN - PNH v.v. 50 USD
km
DAD - REP/ CAN/ HKG/ MFM v.v.
VII - VTE v.v.
HAN/ SGN - TPE/ KHH/ KUL/ SIN/ RGN/ MNL/
From over CTU v.v.
1.000 HAN - PVG/ PEK/ PNH/ HGH v.v.
100 USD
up to 2.500 SGN - CAN/ CGK/ HKG/ KMG v.v.
km DAD - HKG/ CTU/ HGH/ WNZ/ PVG/ KUL v.v.
VCA-TPE v.v.
HAN/ SGN - KIX/ NRT/ FUK/ NGO v.v.
From over
HAN/ SGN - ICN/ PUS v.v.
2.500
HAN - CGK v.v. 150 USD
up to 5.000
SGN - PVG/ PEK v.v.
km
DAD - ICN/ PUS/ NRT v.v.
HAN/SGN - CDG/FRA/LHR v.v.
5.000 km or
HAN/SGN/CXR - DME v.v. 200 USD
more
HAN/SGN - MEL/SYD v.v.
3) Remark:
i) Flight sectors which haven’t been updated on this manual, the
rate of compensation shall be based on flight distance
ii) Compensation does not apply to passengers holding discount
tickets (except passenger use ticket under Frequent Passenger
program, CA ticket). Such passengers shall only receive the
refund amount of the difference between the two current
applicable fares according to regulations.
iii) Passenger may receive the goodwill amount in cash or by MCO
instead of cash as specified in 5.5.
5.3.2.2 Involuntary upgrading:
a) Involuntary shall be carried out in the following order:
1) VIP passengers
2) CIP passengers
3) Director General/Deputy Directors General of the CAAV

MANUAL 15MAR2017
4) Board of Director members of VNA

5) Chairman, President, Executive Vice Presidents of VNA
6) Platinum members
7) Gold members
8) Titanium members
9) Pilots (in their positioning mission).
10) Cabin crews (in their positioning mission)
11) Directors/Deputy Directors of CAAV Departments
12) Directors/Deputy Directors of VNA
13) Directors/Deputy Directors of VNA Corporation’s affiliate companies
14) Passengers use confirmed full fare ticket.
b) Eligibility and limits of applicability
1) Involuntary upgrading shall only apply to passengers holding valid
and confirmed tickets of lower class.
2) Involuntary upgrading shall only apply when there is an overbooking
in the lower class while seats in the higher class are available.
3) Involuntary upgrading shall not apply to passengers who have bulky
hand baggage, children under 12 years of age, or those passengers
who presumably may cause inconveniences to other passengers in the
higher class.
4) Involuntary upgrading shall not apply to passengers who travel in
groups if it is unable to upgrade all members of the group.
5) If the itinerary contains more sectors, involuntary upgrading shall
apply to passengers who will disembark at the first intermediate
station, then, to others who will disembark at the second station, and
so on.
c) Standard of services provided
1) Involuntarily upgraded passengers shall be offered the priority service:
i) Ground service (check-in, free baggage allowance, lounge
service): Such as standard of class that they paid
ii) In-flight service (food and drinks): Such as standard of new class.
Note: If there is no booking in the higher service class
compartment, passengers who are upgraded to that service class

MANUAL 15MAR2017
shall, however, only be served food and drinks of the standard for
the class they have paid for
2) Involuntary upgrading shall only be carried out after completing the
check-in process with careful consideration of the eligibility and limits
of applicability, and in the order mentioned above.
3) Upgraded passengers should be dressed properly.
4) Passenger’s special service requirements (e.g. type of meal) shall have
to be checked if they can be met before deciding on upgrading.
5) First row seats shall not be assigned to involuntarily upgraded
passengers.
d) Expenses
Involuntary upgrading shall be at VNA expenses
5.3.2.3 Voluntary downgrading
a) Voluntary downgrading shall be accepted in the following cases:
1) Go-show passengers holding high service class tickets.
2) Passengers holding high class tickets but with no seats due to their
having failed to reconfirm.
3) Passengers holding high class confirmed tickets but their names are
not listed in PNL.
b) Standard of services provided
Voluntarily downgraded passengers shall be provided with the services of
the standard for the service class he is downgraded to.
c) Refund
Comply with VNA’s regulation of “Passenger Fares and Ticketing
Manual”
5.3.2.4 Voluntary upgrading
a) Eligibility and applicability
Voluntary upgrading shall apply to all passengers at their request if seats in
the higher service class are available.
b) Standard of services provision
Voluntarily upgraded passenger shall be provided with the priority services
of the standard for the class he is upgraded to.
c) Payment of fare difference

MANUAL 15MAR2017
Comply with VNA’s regulation of Passenger Fares and Ticketing Manual.

5.3.2.5 Upgrading when both low and high class seats are available
a) Priority order
1) VIP passengers
2) CIP passengers
3) Director General/Deputy Directors of the CAAV
4) Board Members of VNA.
5) President/Executive Vice Presidents of VNA
6) Director General/Deputy Directors General of Regional Airport
Authorities.
7) Pilots (in their positioning mission).
8) Cabin crew (in their positioning mission).
9) Directors/Deputy Directors of the CAAV Departments.
10) Directors/Deputy Directors of VNA
11) Directors/Deputy Directors of VNA’s affiliate companies.
b) Standard of services provided
1) Passengers shall be offered the ground and in-flight services in the
higher class when passengers upgrade. For passengers are upgraded
according to regulations (free of charge), lounge standard shall
comply with section 2.2.2.
2) The upgrading may be decided at check-in if the higher class booking
situation permits.
5.3.3 Handling Procedures
5.3.3.1 Involuntary downgrading procedure
a) Developing a plan for involuntary downgrading
1) Given the actual booking on the flight and the possibility of
involuntary downgrading, VNA Representatives shall develop a plan
for involuntary downgrading, which shall include: Number of
passengers to be downgraded, their eligibility, and when to inform
them of the downgrading.
2) VNA Representatives shall inform the ground staff of the above plan
for coordination in handling to ensure that the flight will be punctual.
b) Informing the passengers

MANUAL 15MAR2017
1) Having identified the number of passengers to be downgraded, the

station manager shall meet in person with each of such passengers to
politely and prudently explain the reason of downgrading situation,
informing passengers of the services offered in such case, using the
terms “change of service class” instead of “downgrading” when giving
the explanation.
2) Letters of apology shall be handed out to the passengers (see sample
below). Letter forms are available at the airport.
c) Refund and goodwill payment
1) Procedures for refund and goodwill payment are specified in 5.3.2.
Passengers shall be advised to choose between cash and MCO.
2) Payment in cash: passenger shall be requested to sign the “Payment
Order” form (sample in 5.2) before receiving cash as the audit
document and the evidence to waive the passenger’ complaint against
the carrier. This form contains 3 copies as follows:
i) Red copy is sent together with flight coupon concerned to the
Finance Department.
ii) White copy for passenger.
iii) Blue copy for station record.
3) Payment by MCO: See procedures in 5.5

d) Informing of the downgrading to units concerned
1) VNA Representatives shall be responsible for informing other relating
division (e.g. caterer...) to prepare and provide services to the
passengers.
2) The captain and the cabin crew shall be informed through the “Special
Information to Cabin Crew” form for their preparation of services.
3) The next stations shall be informed of the downgrading of these
passengers and of their itineraries for preparation of services and
proper accommodation.
e) Re-accommodation of the passenger to his original service class:
1) If a seat in a higher service class becomes available again after refund
is made, passengers shall be asked to return to the service class they
have originally booked for.
2) In such case, the passengers shall return the refunding amount that
they received but not the good will payment.

MANUAL 15MAR2017
5.3.3.2 Involuntary upgrading procedures

a) Developing a plan for involuntary upgrading
1) Given the actual booking on the flight and the possibility of

involuntary upgrading, VNA Representatives shall develop a plan for
involuntary downgrading, which shall include: Number of passengers
to be downgraded, their eligibility, and when to inform them of the
downgrading.
2) VNA Representatives shall inform the ground staff of the above plan
for coordination in handling to ensure that the flight will be punctual.
b) Informing and changing passengers’ boarding pass
VNA Representatives are responsible to inform passengers about the
upgrading decision and change boarding pass for the passengers. The
boarding pass may be changed before the passengers’ boarding time.
c) Informing relating sections
1) VNA Representatives have the responsibility to inform sections

concerned to prepare and provide services to passengers in case of
necessity.
2) Inform Captain and Cabin Crew through “Special Information to
Cabin Crew” form to prepare necessary assistance in case of need.
3) `Inform down line stations to change appropriate seat class for such
passengers in case of necessity.
5.3.3.3 Voluntary downgrading procedures
a) After receiving passenger’s request, VNA Representatives confirm
passengers ticket based on the present passengers ticketing and reservation
regulation of VNA.
b) This confirmation is valid and passengers will receive their refund in the
place of issuing ticket.
c) VNA Representatives inform sections concerned (catering company, down
line stations...) to prepare and provide services to the passengers in case of
necessity.
5.3.3.4 Voluntary upgrading procedures
a) After receiving passenger’s request, VNA Representatives confirm
passenger’s request on check-in counter based on VNA’s regulation of
“Passenger Fares and Ticketing Manual”.


MANUAL 15MAR2017
b) Collecting the difference of two-class ticket fare: MCO will be used in such
Case. MCO is issued according to VNA’s regulation of Passenger Fares
and Ticketing Manual.
c) VNA Representatives inform other concerned units (catering company,
cabin crew, down line stations…) to prepare and provide necessary service
for passenger.
5.3.3.5 Upgrading when both low and high seat service classes are available
procedures:
a) VNA Representatives inform passengers of upgrading service and issuing
new boarding-pass during passengers’ check-in time. If the decision
upgrading is made after check-in time, passengers may be changed their
boarding pass in waiting Lounge before their boarding.
b) VNA Representatives inform other relating division (catering company,
cabin crew, down line stations…) to prepare and provide necessary service
for passenger.


MANUAL 15MAR2017
APOLOGY FORM
In case of involuntarily changing of service class
Address: ______________________________
Telex: ________________________________
Telephone: ____________________________
Fax: __________________________________
Dear Mr. /Mrs.
On behalf of Vietnam Airlines – a member of Sky Team, we apologize for not being able to
allocate you a seat in the service class of travel for which you have made a firm reservation,
on VN.............................
We understand the inconvenience, and we would like to offer you a Good Will Payment, this
offer is in addition to the refund of the fare difference due to you.
Please accept our apologies for the inconvenience and do not hesitate to contact our staff if
you need any further assistance.
Yours sincerely,
Station Manager.

PASSENGER HANDLING VOUCHERS AND SETTLEMENT Rev 01

MANUAL 15MAR2017
5.5 VOUCHERS AND SETTLEMENT

5.5.1 Vouchers
5.5.1.1 Types of passenger service vouchers:
Passenger service vouchers are used to provide services or payment for passenger
includes:
a) Service Voucher
b) Payment Order
c) MCO instead of Cash
5.5.1.2 Guidelines for the usage of vouchers:
a) Service Voucher:
1) Applying scope: This kind of voucher applies for providing meal/
refreshments, surface transportation, hotel accommodation services in case
of delay, cancellation, layover, denied boarding, connecting passenger (6
traffic right passengers) in accordance with specified regulations concerned
2) The contents of vouchers:
i) Service Vouchers are audited based on its serial number; each
includes 01 copy issued to passenger to receive services. The services
providing company will keep this voucher as invoice to bill Vietnam
Airlines.
ii) Information of flight includes: flight numbers, date of departure.
iii) Information of provided services: meal/refreshments, hotel
accommodation, surface transportation, city tour.
iv) Information of voucher issuer: Name and signature of station
manager who issues the vouchers, issuing date and stamp of issuing
office.
v) Expire date of Voucher: normally the Services voucher will be
effective between 24 hours from time of issuing.
3) Filling in voucher :
i) Station manager will cross out the box indicating the specific services
provided and won’t cross out the box indicating the services not
provided. The voucher states clearly that it is only for one service
crossed out. In case of group passengers, station manager have to

MANUAL 15MAR2017
write exactly the numbers of passengers of group on the service

voucher and stamp on it.
ii) Station manager must sign (writing with full name), and seal on the
service voucher. The content of stamp of issuing office includes
information of flight numbers, date of commence, date of issuing
voucher, voucher issuing office (the content should be prepared in
advance).
4) Services voucher using procedures:
i) While providing services of meal/refreshments, surface transportation,
city tours to passenger station manager fill in voucher according to
guidelines above.
ii) Station manager deliver service voucher to Ground Handling
Division.
iii) Ground Handling Division tears, delivers ‘service voucher’ to
passenger/groups of passenger and instruct them how to receive
restaurant/hotel/car parking services. Then ground handling division
deliver the rest of voucher to station manager. Station manager keeps
it as the company’s record
iv) The company providing services collects the services voucher from
passenger and keeps it as audit document to bill Vietnam Airlines.
b) Payment Order:
1) Applying scope: This voucher will be used in case of denied boarding,
involuntary downgrading, goodwill and refund of difference fare situations
as procedures specified in section 5.1,5.2; 5.3; 5.4 of this chapter.
2) Handling Procedures:
i) When arising compensation/refund, Station manager fills in the
“Payment Order” and directs passenger to sign on this voucher.
ii) Station manager signs and fill in the voucher with full name, the date
of issuing voucher.
iii) Station manager inform managerial officer the situation. He signs, fills
in the voucher with full name.


MANUAL 15MAR2017
iv) Station manager tear, deliver 2 copies (pink copy and white copy) to
passenger and instruct them how to receive compensation/ goodwill/
refund.
v) Passenger keeps the white copy and uses the pink copy to receive
compensation from Vietnam Airlines. Pink copy will be kept by the
cashier after paying passenger the amount of compensation. This copy
is kept as audit document to bill Account and Finance Department of
Vietnam Airlines.
vi) Station manager keeps the green copy as the station’ record
vii) In Oversea and Domestic stations (except NBA, SGN, DAD), the
station manager directly pays the amount of compensation and keeps
pink copy as audit document.
c) MCO instead of cash :
1) Applying scope :
i) MCO instead of cash will be used incase of paying compensation fee
in this procedures such as: Denied Boarding Compensation, cancel
flight compensation (according by Vietnam Civil Aviation law or
local law); good will, baggage’s claim compensation, money instead
of hotel’s services
ii) Paying compensation for passenger by MCO is performed in Regional
offices, VNA’s repesentative in oversea, VNA operating flight airport.
Operation Centers, Regional offices, VNA’s oversea are incharge of
using MCO, organization and management as this procedures.
2) Using rules:
i) Just only use MCO unspecified services (Unspecifiel MCO) for VNA
transport services compensation: Ticketing procedures, issuing
transport vouchers such as: Buy new ticket, extend, reroute/ change
date of tickets which have to pay money for diffirent; Paying for:
Excess babagage,upgrading class of serviecs/ upgrading booking class
in VNA’s flights; Paying for special services fee (Ex: Cabin crew fee
who accompanies UM vv..)
ii) The value writing in MCO is 150% of money compensation as concer
procedures.


MANUAL 15MAR2017
iii) MCO for compensation purposes could be exchanged for cash with
the amount of money equal to two third (2/3) of MCO face value in
case of have not been used to pay for any VNA service.
iv) Passenger can used MCO for receiving VNA’s services which are
mention above at Regional offices, VNA’s representative in oversea,
VNA’s sale agents, and the airport where VNA operating flight or
could be exchanged for cash in case of have not been used to pay for
any VNA service at Regional offices, VNA’s representative in
oversea.
v) Validity: MCO will be effective one year from date of issue.
3) Filling in MCO: Follow the present Regulation of Issue Flight Voucher of
VN.
4) Management, using and transfer MCO: Follow VNA’s management
voucher procedures.
5) Audit Document: The audit documents of issuing MCO is build as other
payment by cash case, however Payment Order will be replaced by
Agreement Receive MCO instead of Cash.
6) Handling procedures:
i) After taking the decision to provide compensation and specified
compensation subjects as passenger handling procedures, Operating
Centers, Regional offices, VNA’s representative in oversea make
preparation compensation such as: Compensation by Cash or MCO,
content of “Compensation Annoucement ” , MCO.
ii) Inform passenger about compensation and compensation by money or
MCO (indicated in 5.1 of this chatter) for passenger choosing. The
annoucement must be noted passengers that the rate of compensation
by cash will follow present Passengers Services Regulation and The
MCO compensation rate is 150% in compare with by cash.
iii) In the airport where English is not popular, VN representative
translate the content of “Compensation Announcement ” to local
language for the convenience of passengers.
iv) The announcement of these types of compensation can be taken by
deliver “Compensation Announcement” to passengers with all
information needed to each passenger or display in Compensation
Announcement Sign Board put in place where compensation is made.

MANUAL 15MAR2017
VN representative explain passengers about the content of the

announcement.
v) Filling and paying MCO for passenger.
vi) In case of passenger choosing cash compensation solutions: Using
“Payment order procedure”.
vii) Co-corporate with handling company explain and handling
irregularities in handling process.
5.5.2 Settlement procedures
The services providing for passengers mentioned in this Manual are observed the
content of the contract between Vietnam Airlines and the company concerned.
Vouchers or other documents issued by Vietnam Airlines will be used to receive the
services from such company and considered as audit documents to bill Vietnam
Airlines.
5.5.2.1 Settlement procedures:
a) Before providing services to passenger, the company collects the voucher from
passenger.
b) After providing services to passenger, the vendor dispatches invoices enclosing
documents concerned to the station manager, including the service vouchers
which are retrieved from passengers.
c) Station manager makes “Services Supply Report” for denied boarding,
cancelled, delayed/ 6th freedom passengers (reference form attached). Station
Manager checks and confirms the services indicated in the company’s invoices,
and then sends these invoices and documents concerned to Finance Section.
This document includes:
1) Invoices of the services providing company
2) Services voucher
3) “Services Supply Report” for denied boarding, cancelled, delayed/ 6 th
freedom passengers
4) The copy of passenger name list.
d) Finance Section settles the payment based on the above documents and invoices.
5.5.2.2 Settlement procedures for the expense of compensations


MANUAL 15MAR2017
a) The station manager directly settles the compensation and asks passenger to sign
on the “Payment Order”. This pink copy will be used as audit documents to
settle the balance.
(i) In case notice of flight cancellation is informed before passengers
arriving to the airport: Compensation payment can be made in either
airport, regional offices, or branches offices. These devisions must keep
record of passenger who have received compensation passengers before
STD for the later compesating those who have not received
compensation.
(ii) In case of long-delay, VNA representatives haven’t yet complete
compensation payment at airport: VNA representatives at the airport
must keep record of passenger who have received compensation
passengers for the later compesating those who have not received
compensation.
b) Collection of invoices: the invoices collected by station manager in accordance
with the following circumstance
1) In case of cancellation flight
i) Payment order completed with 3 signatures as regulated (paying by
cash) or Agent Coupon of MCO enclosed by agreement of receiving
MCO (paying by MCO), or banking payment order enclosed with
banking transaction list (pay by bank transfer) when passenger buy air
ticket by credit card (passenger account ‚s number is available on
PNR)
ii) Cancellation messages form SCC – Marketing and Sale Department
iii) The copy of Passengers Manifest or Passenger Name List of cancelled
flights
iv) List of passengers who are egilible to receive the compensation but
have not been received is created by primary divisions responsible for
compensation and sent to secondary division to make compensation to
these passenger (see sample as belows)
v) In case of compensation for No-rec passenger (Passenger has seat
confirmed on ticket or intinerary paper (E-ticket), but has no name on
check-in systerm). Make fault report enclosed by comfirmation (see
sample as belows)
vi) Irregular flight report (at the airport)

MANUAL 15MAR2017
2) In case of compensation due to denied boarding:

MCO (paying by MCO).
ii) The copy of passenger’s flight coupon or copy of identity paper.
iii) Report of passenger who are egilible to receive the compensation:
made by ground staff with signature of station manager .
iv) The copy of Passenger Name List of flight.
v) Irregular flight report
3) In the case of compensation due to denied boarding passenger in the town.
MCO (paying by MCO.
ii) The copy of passenger’s flight coupon or copy of identity paper
iii) Denied boarding messages from SCC – Marketing and Sale
Department
iv) PNR or the copy of passenger manifest.
4) In case of compensation due to long-delay flight in the town:
cash) or payment receipt (paying via bank) or any regular voucher
according to Financial Accounting Department.
ii) The copy of identity paper of passenger
iii) The notice paper about long-delay flight shall be signed by VNA
Representatives at the airport and boarding pass (including boarding
passes printed from the web/mobile check-in system). If passenger do
not have this notice or boarding pass, office ticket staff uses onboard
passenger lists on flight and confirmed information, sent by VNA
Representatives airport to records.
Note: In case a representative of a group (include passengers have
famiy relationship) rececives compensation for all passengers:
Besides the above steps, VNA’s branch requests the representative to
provide document prove relation between the representative and the
other members as: Marriage certificate, family register, certificate of

MANUAL 15MAR2017
birth…and ask the representative to sign the confirmation of receiving

compresentation for all members.
5) In case of involuntary downgrading:
ii) The copy of passenger flight coupon (paper ticket) or receipt/itinerary
(e-ticket)
iii) PNR or the copy of Passenger Name List of flight.
iv) Report of passenger who are egilible to receive the compensation:
made by ground staff with signature of station manager
v) Irregular flight report.
6) In the case of refunding difference of ticket fare:
ii) The copy of passenger’s flight coupon (paper ticket) or
receipt/itinerary (e-ticket)
iii) Irregular flight report.
7) In the case of transferring passenger to other flight combined with ground
transportation:
i) PNR or the copy of Passenger Name List of flight
ii) List of transferring passenger to other flight combined with ground
transporttation.
iii)Irregular flight report.
c) Balancing:
Finance Department settles the payment with Regional Offices based on the legal
invoices and documents concerned being sent from its Finance Sections.
5.5.2.3 At the stations where Vietnam Airlines uplifts meals, such as:
NBA/DAD/TSN/HPH/NHA/HUI, settlement procedures will be observed the
content of the contract between Vietnam Airlines and the catering company at
each station concerned.


MANUAL 15MAR2017
REGIONAL OFFICE:
LIST OF PASSENGERS ELIGIBLE FOR COMPENSATION
Cancellation flight’s number

Date:
VNA ‘s
Regional Office has responsiblity to
Name of PNR
No compensated the following compensate the Remark
passenger Code
passenger following
passenger
1 2 3 4 5 6
I List of passenger
who are informed,
eligible for
compensation.
II List of passenger
who are not
informed, eligible
for compensation
Column 6: Passenger’s address compensation could be a different place other than departure
airport.


MANUAL 15MAR2017
GIẤY XÁC NHẬN

CONFIRMATION
Tôi là (ghi rõ họ tên)/ My full name is:................................................................................................
Số hộ chiếu hoặc CMT/ My passport number or Identification card:..................................................
Tôi xác nhận đã mua vé số/ My ticket number is:...............................................................................
Ngày mua vé/ Purchased on (date)......................................................................................................

Tại (tên và địa chỉ bán vé)....................................................................................................................
Ticket was issued at (name and address of booking office)
Hành trình/ Itinerary:
Chặng bay Trên vé / on ticket Trên tờ đặt chỗ/ on PNR

Sector Hạng đặt chỗ Tình trạng chỗ Hạng đặt chỗ Tình trạng chỗ
Booking class Status Booking class Status
Mã đặt chỗ/ My reservation code:..........................................................................................................
Đặt chỗ ngày/ Made on date:..................................................................................................................
Tôi cam kết rằng mọi thông tin ghi trên vé đều đúng như khi tôi mua vé. Tôi không sửa đổi gì trên
vé.
I hereby confirm that all information on my ticket is the original one and I myself did not make any
addition or alternation or modification on my ticket.
Ghi chú của nhân viên xử lý/ VN staff’s remark:..........................................................................

................................................................................................................................................................
................................................................................................................................................................
........Ngày/Day........tháng/month........năm/year 20….
Hành khách ký tên Xác nhận của văn phòng xử lý

(Passenger’s signature) Handling office’s validation

PASSENGER HANDLING INVOLUNTARY REROUTING Rev 01

MANUAL 15MAR2017
5.4 INVOLUNTARY REROUTING

5.4.1.1 Definition
a) Involuntary rerouting means changing passengers’ itinerary owing to carrier
requirement regardless of passenger expectation.
b) Result of rerouting may include:
1) Change of sector
2) Change of carrier
3) Change of flight number and ETD
4) Change of seat class
c) “Forwarding carrier”: is the carrier which caused and is responsible for
involuntary change in the passenger’s journey.
d) “Original receiving carrier”: The carrier operates the flight which a passenger
is originally ticketed to be carried from a connection point.
e) “New receiving carrier”: A new air carrier or ground transportation carrier
selected for onward carriage by the forwarding carrier from the point where
an involuntary change becomes necessary.
f) “Misconnection”: Occurs when a passenger is unable to use reservation
accommodation out of a connection point due to the late arrival or
cancellation of delivering flight.
5.4.1.2 Reasons
1) The delay or cancellation of a scheduled flight.
2) The operating carrier fails to operate a flight reasonably in accordance with
schedule.
3) The operating carrier changes departure point on ticket.
4) The operating carrier fails to stop at a point on ticket.
5) The operating carrier causes a passenger to miss a connecting flight on which
he holds a reservation.
6) The operating carrier is unable to provide previously confirmed space.
5.4.1.3 Responsibility: Forwarding carrier is the carrier which is responsible for
involuntary rerouting of its passengers.
5.4.1.4 Applying scope: Rerouting applies only to passengers holding confirmed
tickets

MANUAL 21AUG2017
5.4.2 Sequence priority

a) VIP passenger;
b) CIP passengers;
d) SkyTeam Elite Plus members;
e) Gold members;
f) Titanium members;
g) SkyTeam Elite members;
h) Business class passengers use confirmed tickets (except for passengers
specified in article 5.4.2q);
expectant mothers, infants, UMs…, who have been accepted by VNA on the
previous flight;
j) Passengers who are denied entry or whose entry visas shall expire before the
next substituting flight;
m) Passengers whose relative (father, mother, spouse, child, brother or sister) is
in serious illness or died recently;
n) Silver members;
specified in article 5.4.2r);
specified in article 5.4.2s);
q) Business Class passengers use confirmed free/discount tickets.
t) Passengers with seats confirmed on their tickets or in the itinerary paper but
with no record in the check-in system;
Note: Passengers using GLP, CA ticket shall be priority as other commercial
passengers with the same class

MANUAL 15MAR2017
5.4.3 Considering other substitute flights

5.4.3.1 Principle
Appropriate solution should be considered before making decision of transferring
passenger to other substitute flights to minimize the passenger’s inconveniences
and save the carrier’s expense.
5.4.3.2 Alternative flight assignment priority
a) Other flight is operated by VNA;
b) Flight is operated by other carrier that signed free-sale codeshare agreement
with VNA
c) Flight is operated by other carrier that signed free-sale codeshare agreement
with VNA;
d) Flight is operated by SkyTeam;
e) Flight is operated by other carrier that signed the special prorate agreements
with VNA;
f) Flight is operated by other carrier that signed the interlined agreements with
VNA;
g) Flight is operated by other carrier.
5.4.4 Arising cost
a) Forwarding carrier has the responsibility to cover all expenses arising from
involuntary rerouting cases, such as: meal, drink, hotel accommodation,
communication... during passenger’s waiting time at connection point.
However, such expense should not exceed the passenger’s essential need.
b) Forwarding carrier has to refund passenger the fare difference in case of
involuntary downgrading.
5.4.5 Free baggage allowance
Free baggage allowance policy applying to involuntary rerouting passenger is
bases on the passenger’s reserved service class. The Forwarding carrier has the
responsibility for transferring the passenger's checked baggage to receiving carrier
or delivering the baggage at the passenger request.
5.4.6 Involuntary reroute handling procedures
5.4.6.1 Informing passenger
a) Passengers must be clearly informed about the substitute flight.
b) Transferring passenger to other flights may cause the delay or misconnection
at transfer airport, therefore passengers must be informed in advance.

MANUAL 15MAR2017
5.4.6.2 Serving involuntary reroute passenger

a) VNA Representatives at rerouting point inform the next stations concerned
about the case to prepare and provide necessary assistance for the passenger.
b) If passengers fail to take their connecting flight at transfer station, it is
necessary to rebook and arrange substitute flight for the passenger as their
request. VNA Representatives at transfer airport are informed to prepare and
provide services (similar as service delay flight), especially for whom
requiring special services (UM, infant...)
c) VNA Branch Offices and Operation centers are responsible for determining
plans to reroute
d) Rerouting by changing departure point (points are in Viet Nam) or
destination point due to the weather
1) Arising prior flight
VNA Representatives negotiate with passenger about new departure or
destination point
i) When the departure point is changed (applied only to flights
departing from HPH, THD):
- If passengers agree: VNA Branch Offices/ Representatives change
ticket for passenger and compensate passengers for traveling to
new departure points according to VNA’s regulations of Passenger
Fare and Ticketing Manual.
- If passengers don’t agree: Instruct passenger to wait for alternative
flight or refund as VNA’s regulations of Passenger Fare and
Ticketing Manual.
ii) When the destination point is changed:
- If passengers agree: Passengers are paid for arising expense for
traveling to new destination points.
- If passengers don’t agree: Instruct passengers to wait for alternative
flight or refund as VNA’s regulations of Passenger Fare and
Ticketing Manual.
2) Arising after flight
i) When the destination point is changed: Compensate passengers,
therefore the passengers can travel to new departure points
according to VNA’s regulations of Passenger Fare and Ticketing
Manual


MANUAL 15MAR2017
ii) In case the transfer point is changed: Passengers are serviced as

5.1.4 of this manual.
e) Rerouting by changing departure point (points are in Viet Nam) or
destination point due to VNA
1) Arising prior flight
VNA Representatives negotiate with passenger about new
departure/destination point:
i) If passengers agree: VNA pays for expense to transport from
original departure/destination point to new departure/destination
point.
ii) If passengers don’t agree: Inform passenger to wait for alternative
flight or refund as VNA’s regulation of Passenger Fares and
Ticketing Manual.
2) Arising after flight: Apply procedure stated in 5.4.6.2.
5.4.7 Ticketing and refunding
Ticketing and refunding are made according to VNA’s regulation of Passenger
Fares and Ticketing Manual.

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PASSENGER HANDLING IDENTIFYING AND ACTIVELY RESPONDING TO 15MAR2017
MANUAL SERIES OF SCHEDULE CHANGE FLIGHTS
5.6 IDENTIFYING AND ACTIVELY RESPONDING TO SERIES

OF SCHEDULE CHANGE FLIGHTS.
5.6.1 General Regulations
5.6.1.1 Purpose:
a) This procedure aims to the unity of action, executing order, method of
coordinating in services providing and operational supervision system of
Vietnam Airlines, helps to timely identify delay flights at the airports, in order to
determine shortened ground handling time plans to keep on-time departure or
minimize the delay period without influencing to service quality, and to
eliminate or limit the series of schedule changes in Vietnam Airlines flight
schedule.
b) Purpose: The flight of previous segment arrives late but departs on time in the
next airport as scheduled or shorten the time of delay at the next airport
a) Applying to all domestic and foreign airports where Vietnam Airlines has direct
flights to/from (VN is the operator)
b) Applying to flights which depart from 15 minutes later than the estimated
departure time (ETD) of VN daily schedule that was announced in the afternoon
(VN time) of the previous day of the actual operating day
5.6.1.3 Main responsible departments:
a) Flight Operations Control Center (Flight Operations Control Department).
b) SM (Station Manager) depends on the organization structure of each airport, is:
Operation Center (OC), Station Manager at domestic and foreign airports,
Vietnam Airlines Representative Office at the airport.
5.6.1.4 Related Departments/Companies in applying the procedure:
a) Ground Handling Company
b) Catering Companies
c) Flight Crew
d) Cabin Crew
e) Workshops, Departments, Outside Aircraft Maintenance Center at the airports
(including VN or VN contractors)

Rev 01
f) Space Control Center - Passenger Marketing Department

g) Ticketing and Reservation Departments of Northern Regional Office, Middle
Regional Office, Southern Regional Office
h) Petroleum Company
i) Authorities: Custom Office, Border Police, Quarantine Office, Airport
Authorities
5.6.1.5 Definitions:
a) Ground time: is the period the aircraft stays on the ramp according to approved
flight schedule. In this time, ground handling activities on the ramp and
passenger serving tasks at the airport are carried out ensure the next flight
departs on time, safely and effectively.
b) Standard of time for flight service providing companies is the necessary time, in
the normal and continuous operating condition (available staff, equipment,
characteristic of passengers-cargo-baggage) for them to complete their tasks as
work procedures.
Standard of time for ground handling companies’ tasks (unloading baggage,
cargo, cleaning cabin, loading baggage, cargo, boarding passengers) plays
important role in the total ground service time. Normally, standard of time for
ground handling companies’ tasks (standard time for ground handling tasks) is
classified by type of aircrafts, and kinds of transit flights in and out:
international-international, domestic-domestic, international-domestic,
domestic-international. For more details, it then can be classified by the flight
duration of incoming and outgoing segments.
Therefore, standard time for ground handling tasks will reflect service providing
ability of Ground handling Company in order to meet the demand of Airlines by
approved flight schedule.
c) Standard of time for flight service providing companies’ tasks is corresponding
to 2 following levels:
1) Standard A: is necessary time, in normal and continuous operation
conditions (available staff, equipment, characteristic of passengers - cargo -
baggage) for a company to complete their tasks as work procedures.
2) Standard B: is necessary time, in continuous and in need of more staff and
equipment, tasks reduction condition to shorten the ground time. Standard
B actually is the criterion for back-up plan.
Rev 01
d) Plan Table (refer to Appendix 1) is the plan displayed in table form in which the
columns showing task details and the rows showing starting time, ending
time and necessary time for completing each task (according to above A
and B standard). In the table, some tasks may take place independently, but
some may only take place right after another task finished.
5.6.2.1 Stage 1: Identifying and notifying delay flights
a) Early identifying delay flights and informing in advance the next airport to
prepare back-up plan play a very important role.
b) For flights which can not take off as scheduled (weather, technical and other
operating reasons) departs at the latest of 15 minutes after the scheduled
departure time, Operations Control Center should send text messages to Station
Manager of the next airport notifying the delay flights and clearly inform
estimated delay time (if possible). Following, Flight Operations Control Center
continuously updates information on estimated delay time to Station Manager.
Means of communication can be flexible but the process is completed only
when confirmation text messages of the next airport are received.
c) Operations Control Center actively notify immediately to Station Manager at the
next airport time of delay in which clearly inform time of arrival
5.6.2.2 Stage 2: Analyzing the possible impact on the departure time of the flight at
the next airport
a) Preparation: In order to properly finish stage 2, in preparation for applying this
procedure, SM depending on organization structure of his airport, need to be
aware of plan for each kind of aircraft at following levels:
1) Primary level: SM actively makes a plan for flight serving (according to the
form in Appendix 1) basing on their observation and note taking in normal
condition. Notice: for easy monitoring, he should take the local time at the
starting and ending time of each stage. This plan will reflect Standard A.
2) Sufficient level: SM requires the unity between Standard A and B (attached
details plans) from flight service providers, especially ground handling
companies because their tasks are on the Gantt line of the plan (for detail,
refer to Gantt line meanings in Chapter 5, Ground Operation Manual
GOM)

Rev 01
3) Moreover, SM needs to check the contact point and the decision makers at
flight services departments/companies. For example: at the acting level are
shift board, people on duty, team manager…
4) Note: At 3 major airports of VNA flying map NBA, DAD, TSN, SM need
to prepare at sufficient level. In addition, SM need to have internal
procedures to ensure effective execution of this Corporation procedure.
b) Analyzing information for impact evaluating : After receiving delay information
of the previous segment from OCC, SM of the next airport needs to analyze the
information to determine:
1) If the flight of previous segment arrives late but the ground time is still
longer than Standard time A, SM needs to inform serving time adjustment
to departments/companies (As stage 4)
2) If the flight of previous segment arrives late but the ground time is less than
Standard time A, SM needs to follow stage 3.
3) If there are 2 or more than 2 flights delay at the airport, or there are 2
flights depart late due to waiting for transit passengers, SM needs to check
information on check-in, transit passenger, transit baggage, transit schedule
and other operating factors to timely determine the priority of flights
5.6.2.3 Stage 3: Determining the applied plan with ground handling companies and
determining the shortened ground time
Basing on the information analyzed in stage 2, SM will promptly contact Ground
Handling Company to determine suitable plan according to Standard B (back-up
plan). For airport which preparation remains at primary level, SM needs to request
departments/companies assign maximum staff, equipment to at least meet the
standard A requirement.
5.6.2.4 Stage 4: Notifying period - time of serving to other flight services providers:
After receiving information on plan and possible shortening time, SM deploys the
plan and request for serving from related departments as well as within the
departments
5.6.2.5 Stage 5: Managing the application:
a) Stage 5A: Supervising, Checking, cordinating flight service providing
operations – adjust time (if necessary) and notify related departments at the
airport.

Rev 01
Basing on the plan and shortening ground time which is deployed to related
departments at the airport, SM needs to arrange adequate staff at important steps (the
beginning of preparation, the ending of preparation) of the tasks’ phases, especially
tasks on the Gantt line of the plan to supervise and check the operation. SM needs to
adjust time (if necessary) and coordinate to related contact points at the airport
b) Stage 5B: Notifying Flight Operations Control Center and the next airport the
departure time (after shortening ground time):
1) If the flight time is less than 1 hour, SM needs to notify Flight Operations
Control Center and the next airport the possible shortening time and
estimated departure time before allowing passengers boarding. The number
of information updating is not limited.
2) If the flight time is more than 1 hour, SM needs to request MVT message
sent as regulated (within 15 minutes after take-off time).
5.6.2.6 Stage 6: Making a new plan (after applying shortened ground handling time)
and operating according to the new plan.
Flight Operations Control Center continuously updates predictive information on
possible shortening time and the arrival time of the next flight on Netline system.
Meanwhile, after shortening time is fixed, Flight Operations Control Centre makes
new plan and notify to the whole VN system.
5.6.3 Recording
SMs, Companies/ Departments need to record adequately, accurately the plan
execution process for evaluating, experiencing and improvement suggestions.

Rev 01
Remark: All figures in the above plan is for reference only PLAN FOR B777
PLAN FOR B777 IN ABNORMAL CASE

CHAPTER 6 – IRREGULARITIES
PASSENGER HANDLING
MANUAL
CHAPTER 6
PRIORITY PASSENGER
CHAPTER 6 – PRIORITY PASSENGER 6.1/P1
HANDLING
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PASSENGER HANDLING 6.1- BUSINESS CLASS PASSENGER 15MAR2017
MANUAL
6.1 BUSSINESS CLASS PASSENGERS
6.1.1 Service standards
6.1.1.1 General regulations:
a) Passengers shall be provided with best possible services to meet their

demands.
b) Ground staff should be competent, skillful, active, and polite.
6.1.1.2 Seat reservations:
a) VNA’ regulations on seat reservations shall be strictly observed. When

making reservation, the following information should be input in the PNR:
Travel document information such as ticket number; passport number (if
required – follows the instruction of Marketing Services Department); FQTV
number; passenger accompanied information; SSR information; advanced
seat request; telephone and address.
b) Passengers’ special requirements (such as: advanced seat, special meals…)

shall be met as stipulated in particular regulations in accordance with service
provision and other general regulations as follows:
1) Advanced Seat Request shall be clearly mentioned in PNR according to
AIRIMP (IATA) standard. Marketing Service Department and
Marketing and Sale Department shall instruct the scope of application,
PNR input guidance and SC handling procedure for implementation.
2) Passengers’ special service requirements shall be clearly mentioned in
SSR of PNR according to AIRIMP (IATA) standard, which shall be
observed by the check-in and the catering staff.
3) Passengers’ special meal requests should be made no later than 24
hours before estimated departure time. All requests later than that have
to get approval from SSR Center or Station Managers before being
accepted.
c) Passengers’ special service requirements shall be made in “first come first

served” principle. In case the request is beyond the airline capability (no
more window or aisle seats or special meals are available), reservation staff
shall apologize and ask them for their understandings).
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MANUAL
6.1.1.2 Services at departure station:
a) Check in:
1) Business class passenger shall be check-in in advance in order to
minimize queuing time. Pre check-in should be done by ground
handling company and completed before opening counter for check-in.
Pre check-in includes seat allocation and the information that inputted
from reservation as mentioned in article 6.1.1.2 (a) are prepared in DCS
system. Marketing Service Department shall instruct the scope of
application and procedure for implementation.
2) Passengers shall be checked in at separate counters with signs for easy
identification and with flowers, carpets, and partition devices that
separate from Economy class counters.
3) Passengers shall, if necessary be assisted by supervisor or VNA
representatives at home and offshore stations. Cares shall be taken to
prevent crowds and disorders at the check-in counters.
4) Check-in procedures shall be done in smooth order and in a polite
manner. Information provided to passengers shall be clear and accurate.
All procedures and services shall be free of charge.
5) Passengers’ baggage shall be last upload to the aircraft in separate
containers or in such a way as they can be first unloaded on arrival.
b) Lounge services:
1) Business passengers are provided special lounge services at the airport
during the waiting time for departure in the following cases:
i) After completed all procedures for departure on VNA domestic
/international flights or other SkyTeam member’s international
flights (such as check in, customs, immigration, security,…) OR
ii) During the waiting time at transit points, connecting same day
VNA domestic/international flights or other SkyTeam member’s
international flights.
2) Boarding pass, invitation card are evidences for staffs to recognize
eligible passengers to be served at lounge.
3) Lounge services will be provided by VNA or other Sky Team’s
members. Details of services are as follows:
i) VNA provides lounge services at NBA, TSN, DAD international
airports for C-class passengers of VNA and F/C class passengers
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MANUAL
of SkyTeam members; lounge services at domestic airport in

NBA, TSN, DAD, VII, HPH, HUI, CXR, UIH, DLI, VCA, for C-
class passengers of VNA; lounge services at international airports,
which are destinations of VNA flights for C-class passengers of
VNA.
ii) SkyTeam’s members provide lounge services in worldwide
international airports, where they operate flights for F/C-class
passengers of SkyTeam’s member, including C-class passengers of
VNA.
4) Passengers’ service standards in the lounge: Service standards are

defined according to types of lounges as follows:
i) VNA’s lounges at NBA and TSN airport.
ii) Lounges at other domestic airports, leased by Airport Stations to
VNA to serve passengers.
iii) Lounges at other international airports, to/from where VNA
operates flights, leased by cooperate companies to VNA to serve
passengers.
iv) SkyTeam members’ lounges.
(The detail standards are present in Chapter 2, Section 2.2-
Lounge).
c) Boarding Services
i) Business passengers shall be last invited to board the aircraft or

they can board at anytime of their convenience when the aircraft is
ready.
ii) If boarding by bus:
- To ensure separate high-quality bus will be used for passengers’
comfort (good air-conditioner, chairs, fresh air...)
- All service staff who accompany the passengers to the aircraft
shall treat them politely and attentively and shall give them a bon
voyage when they board the aircraft.
- In rainy weather, passengers shall be provided with umbrellas or

rain coats to protect them from getting wet.
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MANUAL
- Service staff shall be always attentive and helpful to the

passengers when they proceed from check-in counters to the
waiting lounge and to the aircraft. The service staff shall be
prepared to help passengers with heavy hand baggage, with small
children, UM, or disabled passengers if necessary.
6.1.1.3 In-flight Services:
a) Passengers shall be greeted by the chief-pursers or the business class cabin

attendant and helped with finding seats and placing baggage.
b) Passengers shall be served with choice of drinks after being seated.
c) Passengers shall be offered menus for their choices of food and drinks before
meals are served.
d) Passengers shall be the first to disembark.
6.1.1.4 Services at destination airport:
a) Passengers shall be transported in separate mini bus to the arrival area.
b) Passenger’s baggage shall be first unloaded from the aircraft
c) Passengers shall be the first to collect their baggage
d) Passengers shall be assisted and helped by the staff to take transport to the
city.
6.1.2.1 At departure station:

a) Check-in procedures: Apart from normal procedures, other procedures for
the passengers shall be given attention to as follows:
1) When the passengers approach the counters, check-in staff shall stand
up and greet them heartily, check their tickets, passports, visas and
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MANUAL
proceed with the check in. For example: Good

morning/afternoon/evening, May I have your ticket please?
2) At check-in the staff shall pay attention to the passengers’ special

requirements and take proper actions to satisfy them.
3) Attach priority tag to the baggage. Theses tags shall not be used for the
involuntary upgraded passengers.
4) Baggage or baggage identification tags shall be stuck to the passenger’s

ticket to avoid mishandling.
5) Passengers shall be advised of the following:

i) Availability of passport, visas and boarding passes
ii) Numbers of pieces of baggage checked to the destination.
iii) Boarding time and boarding gate.
6) Passengers shall be given their boarding passes with their printed

names, flight numbers, and lounge invitation cards.
7) The check-in staffs must stand up and guide the Passengers to the
lounges with the best wishes. For example: Sir/Madam, your check-in
procedures have been completed, you are invited to the lounge which is
located at … Good bye and have a good flight…
8) At check-in passengers’ names shall be mentioned at proper time. For

example: Mr (s) X/Y, shall I take your baggage to the conveyer band.
9) Arguments on excess baggage shall be avoided. The first five kilograms

of excess baggage shall be FOC with the staff’s explanation that this is
only for high priority passengers; any excess baggage over 5 kilograms
shall be charged accordingly. The practice that the first 5 kilogram of
excess baggage at check-in shall not be made public when the
passengers make the booking.
10) Passengers who deliberately refuse to abide by the excess baggage

regulation shall be contacted in person in a suitable place by VNA
representatives or VNA supervisors (with relative responsibility) at that
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MANUAL
station in order to find best solutions. If this takes place at a domestic

airport and can not be solved by the supervising staff, a senior staff
shall meet with the passengers to handle the question. Passengers shall
be treated with respect and understanding.
11) Numbers of pieces and the location of passenger’s baggage shall be

mentioned in the load sheet and in the CPM so that the transfer and the
destination can handle them with priority.
12) The check-in counters for C class passengers shall be the last to close in
case of late comers.
13) Before flight departure the ground staff shall provide the cabin crew
with special information sheet so that the latter can have the
information about the passenger’s names, seat numbers, itinerary and
special requirements and serve them according.
b) In the waiting lounge and from the waiting lounge to the air craft.
1) After the check-in, passengers shall be guided to the waiting lounge.
2) In the waiting lounge passengers shall be served with enthusiasm and

kindness by the staff depending on available conditions and standards
therein.
3) Passengers shall be guided to the aircraft when boarding is announced.
c) Handling procedures onboard the aircraft.
1) Upon the entering the aircraft, passengers shall be greeted by the chief
purser or the C class cabin attendant and shall be assisted with seating
and with baggage.
2) With regard to the passengers’ odd size baggage like umbrellas, coats…,
cabin crew shall request the passengers to let them take care of these
baggage. If accepted, cabin crew shall be responsible to take care of
these baggage. Utmost care shall be taken so as to avoid loss, damage or
mis-handling (boarding passes can be attached to the passengers coats).
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3) After all passengers have been seated C class cabin attendants shall
offered choice of drinks to individual passengers. Drinks shall be served
on continuous basis. For example: Would you care for some more
drinks before takeoff, Sir/Madam?
4) The cabin crew shall pay more attention to the passengers special
requirements (Special meals, Patient, UM…) that have been mentioned
in the special information sheets.
5) Before serving drinks and meals, cabin crew gives passengers the menu
to make choices, taking notes of special requests, clarifying passengers’
requests and trying best to satisfy them. For example: What would you
like for your meal sir/ madam ?
6) Cabin attendants shall be constantly present in the business class

compartment to be prepared to assist passengers if required. (helping in
filling in customs and immigration forms).
7) After landing, Y class passengers shall have to be made waiting until all
C class passengers have disembarked the aircraft.
8) As the passengers leave the aircraft the chief purser must stand at the
entrance door to say thank you and goodbye to them.
d) Handling procedures for passengers at arrival station.
1) Passengers shall be the first to be transported to the arrival area, and the
first to collect the baggage.
2) Passengers shall be assisted with getting transport to the city, especially

those elderly, pregnant women and UMs.
3) Front line staff shall be open hearted to the passengers, greeting them as
they first meet them, and thanking them and expressing hope to serve
them again in other VNA flights.
PRIORITY PASSENGER HANDLING 6.2/P 1
Rev 01
PASSENGER HANDLING VIP/CIP PASSENGER 15MAR2017
MANUAL
6.2 VIP/CIP PASSENGER

6.2.1 Service standard
6.2.1.1 Classification of VIP/CIP passenger
a. Classification of VIP passenger
(i) VIP 1: Secretary General of Communist Party, State President,
Deputy State President, Prime Minister, Vice Prime Minister,
Chairman of National Assembly, Vice Chairman of National
Assembly, Members of Political bureau; Member of Secretary
Board and formers.
(ii) VIP 2: Minister and other at ministerial level; National Assembly
member in office; Mayor/Secretary of provincial committee of the
Communist Party/ Chairman of People’s Council of province and
city under the central authority; The Central Party Secretary;
General of the Army; Member of Communist Party Central
Committee; Chairman of National Assembly’s Committee;
Member of National Assembly’s Standing Committee; Member of
National Defense and Security Council; Member of Party Central
Military Committee; Member of Central Police Party Committee;
Chief of the General Staff; Chairman of Political General
Department of Vietnamese People’s Army.
(iii) VIP 3: Deputy-Minister and other at deputy-ministerial level; Vice
Mayor and Secretary of provincial committee of the Communist
Party/Vice chairman of People’s Council of province and city
under the central authority; Deputy Secretary of the Central Party;
Vice chairman of National Assembly’s Committee; Vice-Chief
General Staff of Vietnamese People’s Army; Vice chairman of
Political General Department of Vietnamese; Political Commissar
Vice-Political Commissar/Military Zone/border guard force/coast
guard force/ Commander of Military Zone/border guard force/coast
guard force; Major general; Ambassadors Plenipotentiary and
Extraordinary (APE) of Vietnam in oversea countries or the APE of
other countries in Vietnam.
Names of agencies and organs of Government and Communist
Party and mass organization shall be listed below:
b. Classification of CIP passenger:
(i) CIP 1: Head of Civil Aviation Administration of Vietnam (CAAV
Director, Deputy Directors), Director of Vietnam Airport

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MANUAL
Corpotation (Chairman, President, Vice President); Director of

Vietnam Air Traffic Management Corporation (Chairman,
President, Vice President); Director of other Airlines
(Chairman/Vice Chairman; President/Vice President).
(ii) CIP 2: Head of Companies/Organs or those who have close
business relationship with VNA (approved by the Head of VNA).
6.2.1.2 Standard of service for VIP 1 passenger
a. Passengers traveling with VNA shall be treated with high priority.
b. Passengers shall make seat booking with priority on the flight as
required. In some cases ground staffs shall downgrade Business class
passengers or off load Economy class passengers for their boarding.
c. Passengers shall be checked in at VIP/Business class check-in counters.
d. Passengers shall be seated with priority at class of service mentioned in
the ticket.
e. In all cases passengers shall be upgraded (even in case Business class
passengers are downgraded or Economy class passengers are off
loaded).
f. Passengers’ baggage shall be attached with VIP tags and handled with
priority.
g. Passengers shall be invited to Business class lounge if no VIP lounge is
available.
h. Accompanied passenger along with VIP 1 passengers is the personal
body guard (maximum 02 people) on the same flight shall be handled
with the same priority as VIP 1 passengers.
i. Head of the Operation Center/the Branch offices on duty at arrival
aiports shall meet and assist the passengers and escort them to the
aircraft.
a. Passengers shall be checked in at VIP/Business class check-in counters.
b. Passengers shall be seated with priority at class of service mentioned in
the ticket.
c. Passengers shall be upgraded if seats are available.
d. Passengers’ baggage shall be attached with VIP tags and handled with
priority.
e. Passengers shall not be offloaded for over booking reasons.
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f. Passengers shall be invited to Business class lounge if no VIP lounge is

available.
g. Passengers shall be met, assisted and escorted to the aircraft by VNA
representative at domestic and aboard airport.
a. Passengers shall be checked in at VIP/Business class check-in counters.
b. Passengers shall be seated with priority at class of service mentioned in
the ticket.
c. Passengers shall be upgraded if seats at their class are fully and seats at
higher class of service are available.
d. Passengers’ baggage shall be attached with VIP tags and handled with
priority.
e. Passengers shall not be offloaded for over booking reasons.
f. Passengers shall be invited to Business class lounge if no VIP lounge is
available.
g. Passengers shall be assisted by the ground staffs when doing check-in.
6.2.1.5 Standard of service for CIP 1 passenger
a. Passengers shall make seat booking with priority on the flight as
required.
b. Passengers shall be invited to check in at Business class check-in
counters even when they book at Economy class.
c. Passengers shall be seated with priority at class of service mentioned in
the ticket.
d. Passengers shall be upgraded if seats are available.
e. Passengers’ baggage shall be attached with Priority tags and handled
with priority.
f. Passengers shall be invited to Business class lounge even if they
traveling in Economy class.
g. Passengers shall be met, assisted and escorted to the aircraft by VNA
representative at domestic and aboard airports.
6.2.1.6 Standard of service for CIP 2 passenger
a. Passengers shall be invited to check in at Business class check-in
counters even when they book at Economy class.

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b. Passengers shall be seated at the class of service as booked.

c. Passengers shall be upgraded if seats are available.
d. Passengers’ baggage shall be attached with Priority tags and handled
with priority.
e. Passengers shall be invited to Business class lounge even if they travel
in Economy class.
f. Passengers shall be met, assisted when doing check-in.
6.2.1.7 Attention taken in VIP/CIP message
a. Operation control centers/VNA’s branches shall be responsible for
timely and full information about VIP/CIP passengers to the concerned
stations. Information must contain:
(i) Name of passenger.
(ii) Titles and position of passenger.
(iii) Flight number, date and time of flight.
(iv) Request for seating and for other services.
(v) Names of departure, transfer and arrival airport.
b. At departure airport: When passengers proceed to the check-in counters
for VNA flight without prior notification, the departure airport shall be
responsible for giving information about them to all transfer and arrival
airports as well as update in Passenger Name Record (PNR) following
current regulations.
c. At transfer airport: When passengers proceed to the check-in counters
(or transfer counters) from other airlines without prior notification, the
transfer airport shall be responsible for giving all information about
them to concerned airports.
d. All airports shall be responsible for maintaining continuous
communication throughout the passengers’ itinerary ensuring no airport
missing the information.
6.2.2.1 At VNA’s ticket office
When booking or purchasing tickets, passengers are required to show
personal documents to prove themself as VIP/CIP (documents,
company’s confirmation...). Ticket office staffs must follow VNA’s
“Passenger reservatio and pre-flight check manual”, “Passengers’ fare

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MANUAL
and ticketing manual” and fill clearly VIP/CIP information (title, name..)
into PNR.
6.2.2.2 At depature airport
a. Before flight
(i) When messages about VIP/CIP are received from Space control
centers/VNA’s branches via system or direct information about
VIP/CIP, ground staffs or VNA representatives at departure
airports shall be responsible to:
- Contact with competent authorities especially the protocol staff for
service offered to passengers when required.
- Passengers, depending on their status shall be met and assisted by
staff at check-in counters.
Notes: For VIP 1 passengers, Head of Operation Center/ the Branch
offices on duty will have to greet and assist passengers on check-in
process by themselves.
(ii) Details of passengers seating requirement and other on board
service requirement shall be automatically transmitted to ground
staff at departure station and/or other concerned staff.
(iii) Staff at the departure station shall make all boarding passes
available for passengers in order to expedite the check in
procedures.
(iv) In the case of not yet receiving information about VIP/CIP
passengers before show up at check-in counters: VNA
representatives must report to higher level (Head of Operation
Center/the Branch offices) for approval.
b. At check in counter
(i) Depending on the status of the passengers they shall be met and
assisted by Head of Operation Center/ the Branch offices or staff at
domestic and aboard airport in check-in procedures and escorted to
the aircraft, introduced to the chief purser or responsible cabin
attendants and given a bon voyage.
(ii) Passengers checked baggage shall be attached with VIP tags.
(iii) Detailed information about passengers’ service requests shall be
given in the “Special information to cabin crew” sheet for proper
service.

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(iv) Passengers shall be given best facilities onboard. Passengers’ seat

preference shall be given priority.
(v) Last minutes VIP/CIP passengers acceptance.
- When upgrading their seat class to Business class, VNA
representatives and ground handling company will have to try their
best to offer full related Business class services.
- If VIP passengers are not given full of services at the airports due
to unavoidable reasons, VNA representatives will have to directly
apologize and explain to them; definitely not ask VIP passengers to
sign “No Meal Service Form” or any irregular form if it is not able
to provide meals for VIP passengers. All irregular information
during the process will be put into “Special information to cabin
crew” for co-ordination.
(vi) All detailed information about the passengers’ baggage such as
serial number of the containers, their locations shall be given to all
transfer and arrival airports and advice of utmost care of the
baggage shall be given to the concerned station so as to avoid loss
or mishandling.
c. In the lounge
(i) Passengers shall be invited to VIP lounge or to Business class
lounge if VIP lounge is not available.
(ii) Staffs who are assigned to handle passengers shall be responsible to
assist them when required.
d. Passengers’ boarding to the aircraft
(i) VIP/CIP passengers shall be last transported to the aircraft
depending on their class of services.
(ii) VIP passengers shall be transported to the aircraft in a separate VIP
mini bus or bus for Business class passengers. Passengers shall be
transported to the aircraft together with Economy class if no VIP
mini bus is available and no Business class seats are served on the
flight.
6.2.2.3 In flight: VIP/CIP passengers shall be offered services at class they are
seated. However, the following points shall be given attention:
a. Cabin attendants shall be more attentive to VIP/CIP and their baggage.

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b. Cabin attendants shall pay attention to VIP passengers special requests

as mentioned in the “Special information to cabin crew” sheet and serve
them accordingly.
c. Cabin attendants shall be ready to assist passengers as necessary.
d. At transit/transfer/arrival airport, the chief purser shall be responsible to
introduce VIP to the supervising staff or VNA representative for proper
service.
6.2.2.4 At arrival airport
a. VIP/CIP passengers shall be the first to disembark.
b. Ground staffs shall be responsible to assist passengers in collecting their
baggage.
LIST OF MINISTERIAL AND GOVERNMENTAL AGENCIES

AND OTHER CENTRAL LEVEL ORGANIZATIONS
(The leaders shall be accorded service standard of VIP category 2,
The deputies shall be accorded service standard of VIP category 3).
A. Ministerial agencies:
- Government Inspectorate
- State Bank of Vietnam
- Committee on Ethnic Minority Affairs
- Government Office
B. Government Agencies
- Management Board of Ho Chi Minh Mausoleum
- Vietnam Social Insurance
- Voice of Vietnam
- Vietnam Television
- Ho Chi Minh National Politics and Administration Academy
- Vietnam Academy of Social Sciences and Humanities
- Vietnam Academy of Sciences and Technology
- Vietnam News Agency
C. Central Committee and National Assembly Agencies:
- Office of the Central Committee
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- Office of the National Assembly

- Office of the National President
- The commission of Protection and taking care the health of leaders
- Central Anti-corruption Steering Committee.
- Administrative Affairs Board of Communist Party
- The Central Mass Mobilization Commission
- The Central External Relation Commission
- The Central Organization and Personnel Commission
- The Central Religion Commission
- The Central Internal Affairs Commission
- The Central Economic Commission
- The Central Inspection Commission of the Communist Party of
Vietnam
- Party Committee of Central Enterprises of the Communist Party of
Vietnam
- Party Committee of Central Agencies Block of the Communist Party
of Vietnam
- Vietnam Women's Union
- Vietnam Farmers' Union
- Vietnam Fatherland Front Central Committee
- Vietnam General Confederation of Labour
- State Audit office of Vietnam
- Supreme People's Court
- People's Newspaper
- Communist Magazine
- National Political Publishing House
- Ho Chi Minh Communist Youth Union
- Vietnam Organization of Veterans
LIST OF AGENCIES, CENTRAL LEVEL ORGANIZATIONS AND

INDIVIDUAL
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SHALL BE ACCORED SERVICE STANDARD OF VIP CATEGORY 3

(The leaders shall be accorded service standard of VIP category 3,
The deputies shall be not accorded service standard of VIP category).
- Vietnam Union for Literature and Arts Associations
- Vietnam Union for Science and Technology Associations
- Vietnam Union for Friendship Organizations
- Vietnam Writers’ Association
- Vietnam Journalists’ Association
- Vietnam Lawyers’ Association
- Vietnam Red Cross Society
- Vietnam Chamber of Commerce and Industry
- Central Council of Vietnam Cooperatives Alliance
- Vietnam National University – Ha Noi
- Vietnam National University – Ho Chi Minh City
- Assistant of General Secretary of Communist party/President/Prime
Minister/Chairman of the National Assembly/Member of Political
Bureau.

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PASSENGER HANDLING FREQUENT FLYER 15MAR2017
MANUAL
6.3 FREQUENT FLYER PROGRAM MEMBER

6.3.1 Member classification
6.3.1.1 The member of Lotusmiles Program of VNA
a) Platinum members.
b) Gold members.
c) Titanium members.
d) Silver members.
e) Registered members.
Notes: In SkyTeam, Platinum members are SkyTeam Elite Plus while
Gold/Titanium members are SkyTeam Elite.
6.3.1.2 The member of Frequent Flyer programs of Sky team’s airlines
a) Elite Plus members (Elite Plus words is printed on the Elite Plus member
card).
b) Elite members (Elite words is printed on the Elite member card).
Notes: Besides the two above-mentioned Elite and Elite Plus membership
class cards, airlines in the SkyTeam have other class cards. However, these
class cards are not in the scope of service at the airport, but are still updated on
the flight record for calculating point accumulation.
6.3.2 Principle of Service
6.3.2.1 Comply with regulations on services for the Lotusmiles Program
members specified in the “Regulations on Lotusmiles program of
VNA” and for the SkyTeam members according to the bilateral
agreements between VNA and the Airlines in SkyTeam.
6.3.2.2 Member of Lotusmiles Program, SkyTeam members must always be
well served with warm welcome and caring attitude from staff from the
guests arrives to the airport to the time guests leave the terminal.
6.3.2.3 Publications of the Lotusmiles Program for members and passengers
must be always available at check-in counter and Business class
lounge.
6.3.2.4 Member of Lotusmiles Program, SkyTeam members are entitled to the
preferential additional services specified in the 6.3.4 below without
being deducted mileage from account.
6.3.2.5 Member of the Lotusmiles Program using bonus ticket will be entitled
to enjoy the same preferential additional services for normal ticket at
the airport with details are specified in Article 6.3.4.1
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6.3.3 Scope of application

6.3.3.1 The member of Lotusmiles Program
a) International flights (scheduled or un-scheduled) operated by VNA or
SkyTeam, except for chartered flights.
b) Domestic flights (scheduled or un-scheduled) operated by VNA,
including non-point-counting flights, except for chartered flights.
c) Domestic flights operated by SkyTeam: Following SkyTeam airlines’
announcements.
d) Code-shared flights with VNA operated by other airline in which have
VNA’s passengers: Apply the favor services at airports based on the
code-share agreements for VNA’s Lotusmiles Program members.
e) Non-mileage counting flights, only apply the favor services at the
airports.
f) Regulation of adding/subtracting miles and reporting of members’ data
after the flight must comply with “Regulations on Lotusmiles program of
VNA”.
6.3.3.2 SkyTeam member
a) International flights (scheduled or un-scheduled) operated by VNA or
SkyTeam, except for chartered flights.
b) Domestic flights (scheduled or un-scheduled) operated by VNA following
Marketing Service Department‘s implementation.
c) Regulation of adding/subtracting miles and reporting of members’ data
after the flight must comply with “Regulations on Lotusmiles program of
VNA”.
Besides the relevant standard services benefit from being VIP/CIP,
Lotusmiles program members and SkyTeam members are also eligible
for the following additional services at the airport:
6.3.4.1 Lotusmiles program member
a) Platinum member
1) Priority check-in
i) Platinum members and accompanied passengers on the same
flight shall have the ability to check-in at Business
class/SkyPriority counter.

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ii) For non-Business class flights, Platinum members shall have

the ability to check-in at the separated counters. The contents of
the signboard in the counter are similar to those at the Business
class counter.
iii) According to the code-shared agreements, other bilateral
agreements on FFP cooperation or SkyPriority program,
Platinum members shall have the ability to check-in at partner’s
Business class/SkyPriority counters.
2) Priority seating.
3) Priority free upgrading
i) Priority free upgrading to Business class at the airport for
members having confirmed booking in Economy/Premium
Economy class but overbooking and Business class is still
available.
ii) Priority free upgrading to Premium Economy class at the
airport for members having Economy class ticket on VNA
flights having Premium Economy class and this class is still
available.
4) Priority waitlist
i) Prioriry is as the same as for VIP/CIP passengers at the same
seating class of the flights.
ii) Priority seat settlement in irregularity flights such as delay,
cancellation or over booking...as the same as for VIP/CIP
passenger at the same seating class of the flights.
5) Priority of checked baggage allowance
i) On VNA’s flight: Additional 25 kg (weight standard) or 01
piece of baggage (piece standard).
ii) On SkyTeam’s flight include international and domestic flight:
Additional 20 kg (weight standard) or 01 piece of baggage
(piece standard).
Note: The special cases will be applied as instruction of Marketing and Sale
Department.
6) Priority baggage: Implement priority bag tag and grant priority
handling for Platinum members’ baggage as the same as the
Business class’s baggage.

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PASSENGER HANDLING 6.3 FREQUENT FLYER Rev 01
MANUAL 15MAR2017
7) Business class lounge admittance

i) Grant Business class lounge admittance to Platinum Members.
ii) Grant Business class lounge admittance with 01 guest on any
flight operated by VNA or SkyTeam Airlines.
iii) Business class lounge admittance with 01 guest as their
relatives by redeeming rewards within Vietnam’s territory:
Birth parent and parent in-law, husband/wife, birth child and
orphan.
iv) On other airlines’ flight, Platinum members are granted
Business class lounge admittance based on code share
agreements.
v) Local airport without Business class Lounge, Platinum
members may use VIP room; Directors of branches offices and
VNA representatives at the airports shall discuss and have
agreement with the Director of the airport to deploy services.
8) Priority boarding: Provide priority boarding for Platinum member as
the same as Business Class customers.
b) Gold member
i) Gold members and accompanied passengers using bonus ticket
for relation on the same flight are allowed to check-in at
Business class counter.
For non-Business class flights: Gold members are allowed to
check-in at the separated counters. The contents of the signboard
on the counter are similar to those at the Business class counter.
According to the code-share agreements, other bilateral
agreements on FFP cooperation or SkyPriority program, Gold
members shall are allowed to check-in at partners’ Business
class/SkyPriority counters.

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available. Priority is lower than for Gold member at the same

ii) Priority free upgrading to Premium Economy class at the
airport for members having Economy class ticket on VNA
flights having Premium Economy class and this class are still
available. Priority is lower than for Gold member at the same
i) Priority is lower than for Platinum member at the same seating
class of the flights.
cancellation or over booking...lower than for Platinum member
at the same seating class of the flights.
5) Allowance of checked baggage
(piece standard).
Department.
handling for Gold members’ baggage as the same as the Business
class’ baggage.
7) Business class lounge admittance
i) Grant lounge admittance to Gold members with 01 guest.
ii) Business class lounge admittance with 01 guest as their
relatives by redeeming rewards within Vietnam’s territory:
Birth parent and parent in-law, husband/wife, birth child and
orphan.
iii) On other airlines’ flight, Gold members are granted Business
class lounge admittance based on code share agreements.
iv) Local airport without Business class Lounge, Gold members
may use VIP room; Directors of branches offices and VNA

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MANUAL 15MAR2017
representatives at the airports shall discuss and have agreement

with the Director of the airport to deploy services.
8) Priority boarding: Provide priority boarding for Gold members as the
same as Business class customers.
c) Titanium member
i) At Business class/SkyPriority counter.
ii) For non-Business class flights: Titanium members shall have the
ability to check-in at the separated counters. The contents of the
signboard on the counters are similar to those at the Business class
counters.
available. Priority free upgrading is lower than for Gold
member at the same seating class of the flights.
i) Priority is lower than for Gold member at the same seating class
of the flights.
cancellation or over booking...higher than for Silver member at
the same seating class of the flights.
5) Allowance of checked baggage
(piece standard).
Department.

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MANUAL 15MAR2017

handling for Titanium members’ baggage as the same as the
Business class’ baggage. \
7) Priority boarding: Titanium members are invited for boarding under
the priority line for the Business class and passengers using card
member only.
d) Silver class member: Priority seat settlement in irregularity flights such as
delay, cancellation or over booking...higher than for normal ticket
passenger at the same seating class of the flights.
6.3.4.2 SkyTeam member
a) Elite Plus member
1) Priority check-in: At Business class/SkyPriority counters.
3) Priority waitlist: Priority is as the same as for VIP/CIP passengers at
the same seating class of the flights.
4) Allowance of checked baggage on VNA’s flight (include
international and domestic flight): Additional 20 kg (weight
standard) or 01 piece of baggage (piece standard).
handling for Elite Plus SkyTeam member’s baggage as the same as
the Business class’s baggage.
6) Business class lounge admittance: Grant lounge admittance to Elite
plus Members with one guest with one guest on any flight operated
by VNA or SkyTeam Airlines.
7) Priority boarding: Elite Plus members are invited for boarding under
the priority line for the Business class and passengers using card
member only
b) Elite Member
1) Priority check-in: At Business class/SkyPriority counters.
3) Priority waitlist: Priority is lower than for Platinum and Elite Plus
member at the same seating class of the flights.

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4) Allowance of checked baggage on VNA’s flight (include

international and domestic flight): Additional 10 kg (weight
standard) or one piece of baggage (piece standard).
5) Priority boarding: Elite members are invited for boarding under the
priority line for the Business class and passengers using card
member only.
6.3.5. Serving Procedure
6.3.5.1 Pre-flight preparation
a) VNA representative
(i) Check the list of members, including Lotusmiles Program and
SkyTeam members before the flight for serving.
(ii) Inform Lotusmiles Program and SkyTeam members’ information
(number, type of membership) on the flights to the related
departments to prepare the conditions for serving (counters,
signage, publications, priority baggage tags, etc. ...).
b) Ground handling company
1) Prepare publications of the Lotusmiles Program to ensure available
at the check-in counters and Business class lounge.
2) Prepare service conditions for Lotusmiles and SkyTeam members
notified by VNA representative at the airport (signage at check-in
counter, counters, priority baggage tags, service staff etc. . .).
6.3.5.2 Check-in counter
At the check-in counters, in addition to the normal process, staffs also need to
make additional tasks as follows:
a) Welcome member: Customer service agents and staffs at check-in counter
have to warmly welcome memberships named on the membership card,
receive membership card, passport, visa or personal identification papers
and itinerary (if any).
b) Check membership card of member traveling by the normal ticket and
bonus ticket
1) Check information on the ticket and membership card. Compare with
the list of members notified by VNA representatives prior proceeding
the check-in in order to:
i) Check carefully information on membership card (name and
number) and match them with information in PNR. In case the
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MANUAL 15MAR2017
information seems different, check-in staffs correct number in

the list by number on the membership card.
ii) Add the members who are not named in the list for members
who present membership card at the counter or travel go-show.
iii) Add number of tickets, the MCO for upgrading class match
membership named in the list.
2) For Lotusmiles Program members’ bonus ticket
Apply the "Regulations on Lotusmiles programs of VNA”.
3) For SkyTeam members’ bonus ticket: Base on the bilateral
agreements between VNA and the SkyTeam members.
c) Note for arranging seating and provide information for member to the
relevant section
1) If overbooking, to ensure on board for the Lotusmiles Program and
SkyTeam members accordance with the 6.3.4 above for specific type
of member booked on flights. If member will present for late check-
in, remain his booking until 10 minutes before the counters close.
After this time, check-in for other passengers if the member would
not present.
2) Not arrange for members at the uncomfortable chair on the plane
(without the back chair reclining, trouble with some control parts ...).
3) Arrange members next to accompanied members if they travel on the
same class.
4) Put information (name, seat number, and special requirements) of
Platinum, Golden and SkyTeam Elite Plus members in the “Special
information to Cabin Crew” form and inform crew as regulation. For
SkyTeam Elite Plus members apply only on VNA international
flights.
5) Inform involved airport the quantity and position of baggage of the
Platinum, Gold, Titanium and SkyTeam Elite Plus members in the
post-flight message, especially in the case they will transfer to other
flights. For SkyTeam Elite Plus, apply only on VNA international
flights.
d) Lotusmiles Program and SkyTeam member’s baggage will be served
under regulations for specific type of membership at the 6.3.4 above.

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e) Invitation card to the lounge admittance: Issue the invitation card for the
Platinum member and one guest (if any), Gold membership, SkyTeam
Elite Plus Member and one guest (if any). On the invitation, specify the
member name, member card number, flight number, flight date or name
of the guest (right after the member name and remarked accompanied by
Platinum or SkyTeam Elite Plus member), if any
6.3.5.3 Lounge and boarding service
a) Lounge service for Platinum members and guests, Gold members,
SkyTeam Elite Plus members and guests in compliance with Business
class lounge service standard, in addition updated publications such as
Lotusmiles Program bulletin, application forms and latest brochures of
Lotusmiles Program. For SkyTeam Elite Plus members, lounge services
will be applied on the international flights only departing in the same day
or connecting flights to/from on international flights operated by
SkyTeam airlines.
b) Provide priority boarding for Platinum, Gold and SkyTeam Elite Plus
members as the same as Business class or VIP/CIP passengers. They shall
be given warm and hospitable treatment and a bon voyage wish by staff.
c) Provide priority boarding for Titanium on the international flight and
SkyTeam Elite with details is specified in 6.3.4 above. They shall be
given warm and hospitable treatment and a nice voyage wishes by staff.
6.3.5.4 Updating data and sending them to VNA’s Lotusmiles Centre
Apply the "Regulations on Lotusmiles programs of VNA”.
6.3.5.5 Note for service handling
VNA representatives and check-in staffs at airport shall be responsible in
introducing necessary information of Lotusmiles Program and registration to
become member of Lotusmiles Program by VNA website to passengers.

PRIORITY PASSENGER HANDLING 6.4/P1
Rev 01
PASSENGER HANDLING CORPORATE ACCOUNT PASSENGER 15MAR2017
MANUAL
6.4- CORPORATE ACCOUNT PASSENGER (C/A)
This regulation is not applicable.

Rev 01
PASSENGER HANDLING C - REQUEST PASSENGER 15MAR2017
MANUAL
6.5 C-REQUEST PASSENGER
6.5.1 Definition:
A passenger holding C class ticket with Y class seat confirmed and C class seat
on waiting list.
6.5.2 Sevice standards:
6.5.2.1 Passengers shall received C class service in ground (check in,

baggabe allowance, lounge).
6.5.2.2 Passengers shall received Y class service in flight.
6.5.2.3 Passenger shall be refuned as current regulations
6.5.3.1 Apply the normal procedures of each services that passenger received
accordingly.

Rev 01
PASSENGER HANDLING HIGH YIELD Y CLASS PASENGER 15MAR2017
MANUAL
6.6 HIGH YIELD Y CLASS PASSENGER
6.6.1 Scope of application:
6.6.1.1 For passengers with Y class full published fare in appointed market
(Marketing and Sale Department is responsible to appoint the
applicable market as approval of CEO).
6.6.1.2 For VNA tickets sold in the appointed market.
6.6.1.3 For sale agents appointed by VNA branch office in the market.
6.6.1.4 For corporate accounts passengers using state budgets with C class
upgradeable MCOs
6.6.1.5 For passengers with itinerary on VNA flights only.
6.6.2 Service standards
6.6.2.1 Passengers with Y class full published fare shall be upgraded to C

class on international flights between the appointed market and
Vietnam or on sector (s) using upgradeable MCOs.
6.6.2.2 Passenges shall receive services in ground and inflight as accorded to

C class passengers.
6.6.2.3 Excess baggage allowane shall be in accordance with what is

specified in the tickets.
Apply the same procedures as those for C class passengers.

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PASSENGER HANDLING VIP PASSENGER 15MAR2017
MANUAL
6.7 VIP PASSENGER

6.7.1 Eligibility of service
a) High-ranking officers of foreign countries (exclude Laos, Cambodia,
Myanmar): From the Deputy Prime Minister; the Vice President of Congress
and other high position such as: The Vice President of the Senate, The Vice
President of the House of Commons/Representatives, The President and the
Vice President of the International Union of Students, The President and the
Vice President of the Internatinal Women Organization, The President of
World Peace Organization, The President / the Vice President and the
General Secretary of the International Federation, The President and the Vice
President of the Union Veterans Council, King or Queen’s Successor, the
General Secretary of United Nation, The President or the General Secretary
of Intergovernmental organizations (EU, EC, ASEAN, APEC), The
President or the General Secretary of International financial institutions
(WB, IMF, ADB. MIB, MBES), The President of Joint Committee and
above.
b) High-ranking officers of Laos, Cambodia, Myanmar, Ministers and other at
ministerial level; Deputy-Ministers and other at deputy-ministerial level;
National secretary, Deputy-national secretary; Chairman/Vice chairman of
provinces and cities under the central authority; Chief/Vice- Chief General
Staff of Army; Top-ranking general, commander-in-chief of Military Zone
and higher.
c) Other information about foreign VIP passenger will be updated following
Corporate Administration ‘s implementions.
a) On scheduled flights operated by VNA
b) On flights operated by K6 and QV from Laos, Cambodia, Myanmar that
transfer at NBA/TSN airports and vice versa.
a) Passengers shall be seated at the class of service as booked. Priority of
choosing seat at the class of service as his booking
b) Passengers shall be invited to VIP or Business check-in/SkyPriority
counters.
c) Passengers have the priority to be upgraded to higher class of service if seats
at their class are fully and seats at higher class of service are available. Their
priorities follow the priority of VIP/CIP passengers in article 5.3.2.2.

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d) Passengers’ baggage shall be attached with VIP tags and handled with
priority.
e) Passengers shall not be offloaded for over booking reasons.
f) Passengers shall be invited to Business class lounge if no VIP room
g) Passengers shall be assisted by the ground staffs during the transfer
procedure.
h) On flight: Passengers shall be granted benefits depending on their class.
6.7.4.1 At booking office of VN/K6:
a) When booking or purchasing tickets, passengers are required to show
personal documents to prove themself as VIP/CIP (documents, company’s
confirmation...). Ticket office staffs must follow VNA’s “Passenger
reservatio and pre-flight check manual”, “Passengers’ fare and ticketing
manual” and fill clearly VIP/CIP information (title, name, nationality..) into
PNR.
b) For passengers fly on K6’s flight: K6 must note the above information on
PNR (similar to VNA) and make sure that transit airport can receive the
information.
6.7.4.2 At departure airport:
a) VNA/K6 representative
1) Before flight, VNA representatives at the airport check passenger list,
briefing to ground handling company about VIP passenger list for
preparation.
2) Ground handling company shall assign staffs to assist VIP passengers
during check-in process, VIP/Business lounge admittance.
3) In case of K6 representatives could not notify the VIP passengers in
flight to transfer airports NBA/TSN, VNA representatives in Cambodia
will assist K6 to finish.
b) Ground Handling Company
1) Assign staffs to assist passengers during check-in process and invite
them to VIP room. If there is no VIP room, passengers will be invited to
Business class lounge.
2) Ground handling company shall Put foreign VIP passengers
information along with VNA’s VIP/CIP passenger list on “Special
information to cabin crew” and hand them to cabin crew,
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3) Ground handling companies Notify the VIP passengers in flight to

transfer/arrived airports immediately after departure
6.7.4.3 In flight
1) After receving “Special information to cabin crew” given by ground
handling company, chief flight attendants shall have to inform Captain
about these VIP passengers on flights.
2) Flight attendants shall have to assist VIP passengers on finishing
“Arrival – Departure Declaration Form” ( if neccessary).
6.7.4.4 At transfer airport
a) VNA/K6/QV Representative
1) After receiving information/notifications from Ground handling
company at depatured airport about VIP passengers, VNA
representatives at the airport brief to ground handling company about
VIP passenger list for preparation also work with Airport
Authoritires/Securities in order to get through quickly and smoothly.
2) When VIP passengers travel on flight operated by VNA then transfert at
NBA/TSN before traveling to Laos, Cambodia, Myanmar on scheduled
flights operated by K6/QV, K6/QV representatives will take
responsibilities for own passengers handling at their own cost.
3) When VIP passengers travel on other airlines after transfer/transit, VNA
representatives at transfer airports contact to these airlines
representatives in order to effectively co-operate in handing VIP
passengers.
1) Assign ground staff to welcome passengers at transfer station and assist
passengers in the process of transfering.
2) Passengers shall be invited to VIP/Business class lounge after finishing
transfer procedure.
3) VIP passengers shall be the last to be invited to board on their class of
services. Ground staff at lounge invites passengers personally and
instructs passenger to boarding gate .
6.7.4.5 At arrival airport:
1) VNA representatives brief to ground handling company about VIP
passenger list for preparation also work with Airport
Authoritires/Securities in order to get through quickly and smoothly.
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2) Ground handling company assigns ground staffs to welcome passengers

at arrival station and assist passengers in the process of transfering.
6.7.5 Irregular Handling
a) When receiving request/information of VIP Passengers: Corporate
Administration and VNA branch offices at airports will have to contact other
related deparments and units immediately to ensure fully handling.
b) When receiving request of VIP services directly from passenger, without the
prior notification: VNA representatives report to higher authorised level
(Director of Operation Center, General Manager of Branch Office) for
approval.
c) If VNA representatives confirm information about passenger, ground staffs
follow the normal procedure until the comfirmation are made for futher VIP
service implementation.

SKYPRIORITY 6.8/P 1
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MANUAL
6.8 SKYPRIORITY PASSENGER
6.8.1. Elibigility of application
6.8.1.1. This regulation is applied to VNA’s Business class passenger, Platinum

card holder and SkyTeam’s First class/Business class passenger, Elite
Plus card holder on VNA or SkyTeam airlines operating flights.
6.8.1.2. This regulation is also applied to First/Business class passenger,

VNA’s Platinum card holder or SkyTeam Elite Plus card holder who
buys ticket from non- SkyTeam airlines but flight on a VNA or
SkyTeam airlines operating flight.
6.8.2. Scope of application
6.8.2.1. This regulation is applied to passenger on international and domestic

flights operated by VNA or SkyTeam airlines. This regulation is not
applied to passenger who purchases tickets from VNA or SkyTeam
airlines but travel on a non-SkyTeam operating flight in accordance with
code-share agreements.
6.8.2.2. When journey includes connecting segments between SkyTeam

airlines: If passenger is eligible on one leg (either the first segment or
the next one), then he is eligible for the whole trip. This regulation is
not applied for the return trip.
6.8.2.3. This regulation is not applied to companions (both in the same PNR or
different PNR with SkyPriority passenger).
6.8.2.4. Passenger who upgrade voluntarily will be eligible for SkyPriority

from the time of upgrading.
6.8.2.5. Passenger who is upgraded involuntarily will be eligible for

SkyPriority from the time of upgrading, but only on the upgraded leg,
not for the whole trip as mentioned at point 6.8.2.2 above.
6.8.2.6. Passenger who is downgraded involuntarily (from F/C class) will be

eligible for SkyPriority as booked.
SKYPRIORITY 6.8/P 2
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Notice: The scope of application above is applied to all VNA or SkyTeam

operating airports. However, depends on each airline’s condition, SkyPriority
program will be executed at some certain airports at first stage, then spread out to
whole network. Marketing Service Department is responsible for announcing
about the VN operating airports which is implemented SkyPriority and updating
about SkyTeam airlines operating airports which is implemented SkyPriority.
6.8.3. Service Standards:
6.8.3.1. General principles:
a) Remain the service standards to Business passenger, GLP members and

SkyTeam FFP members outlined in 6.1 and 6.3 of Passenger Handling
Manual.
b) SkyPriority passenger experience speed and convenient airport service in

basis of using priority areas and priority lane at all touch points.
c) SkyTeam airlines place SkyPriority signage at the priority areas and priority
lanes to ensure the recognition of passenger.
d) SkyTeam airlines use “SKY PRIORITY” indicators on boarding pass of

SkyPriority eligibility group.
1) At priority areas and lanes, ground staff, security official, immigration

police rely on indicator to provide passengers with priority service.
2) The indicator is printed from DCS when checking-in (web check-in,

kiosk check-in, counter check-in etc) and may be printed for all the
connecting flight of passenger (SkyTeam members should cooperate
with the Ground handlers to ensure that the DCS connection and
Ground handler’s DCS may print the indicator onto the boarding pass).
The indicator may be printed on 1 line or 2 lines on boarding pass. If
the DCS does not work or power failure, SkyTeam airlines may use
“SKY PRIORITY” sticker or “SKY PRIORITY” stamp instead (see
sample below).

SKYPRIORITY 6.8/P 3
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6.8.3.2. Detail service standard:
a) SkyPriority signage is applied at priority areas and lanes as following:

a) Priority airport ticket office;
b) Priority check-in counter;
c) Priority baggage drop-off;
d) Priority immigration;
e) Priority security check;
f) Priority transfer desk;
g) Priority boarding gate;
h) Priority baggage on belt.
Notice: The priority areas listed above is the whole Priority package
providing to SkyPriority passengers. However, depends on each airline’s
condition and airport’s unique construction, SkyPriority signage may be not
placed in yet or partly placed at some certain priority areas. Therefore,
passenger may be not provided with the whole priority package or provided
only parts of the priority listed above. Marketing Service Department is in
charge of updating the priority services on SkyTeam airports network.
b) SkyPriority signage:
SkyPriority signage includes:
1) Top banner:
i) Usage: Highlight the priority areas.
ii) Place: Check-in counters, transfer desks, ATO.
2) Back wall:
i) Usage: Communicate the alliance’s image.
ii) Place: Check-in counters, transfer desks, ATO, baggage area.
3) Flight information display:

i) Usage: Provide passenger with flight information.
ii) Place: Check-in counters, transfer desks, boarding gate, ATO.
SKYPRIORITY 6.8/P 4
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4) Totem:
i) Usage: Highlight the priority areas.
ii) Place: Check-in counters, transfer desks, boarding gate, ATO,
immigration/security/customs.
5) Signboard:
i) Usage: Highlight the priority lanes at priority areas.
ii) Place: Priority lanes (Check-in counters, boarding gate, ATO,
transfer desks, immigration/security/customs).
Notice: Depends on the construction, technical characters of each airport,
SkyTeam airlines may place all the signage or a part of signage listed
above. Marketing Service Department is responsible for informing about
the kind of signage and position to set-up at each airport in VNA network.
6.8.4. Procedures:
6.8.4.1. Preparations:
a) Prepare the signage: VNA’s representative cooperates with Ground handler
to ensure the signage agreed between VNA and Ground handler for
customer handling.
b) Prepare the indicator: The Ground handler prepare the facility, alternative
method to ensure displaying of “SKY PRIORITY” on boarding pass by
printing from DCS or “SKY PRIORITY” stamped/sticker pasted onto
boarding pass.
c) Cooperation to Security, customs, immigration section: VNA’s

representative cooperates with Ground handler to agree with Security,
customs, immigration about the guideline and recognition to SkyPriority
passenger.
6.8.4.2. At ATO/check-in counter/baggage drop off/boarding gate/transfer

desk:
a) Set up separate counter for SkyPriority passengers.
b) Arrange personnel to present at the separate counter.
c) Set-up the stanchion and SkyPriority signage to distinguished the priority
counter from the others.
d) Service procedures at the counter: Remain the current procedures.
SKYPRIORITY 6.8/P 5
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6.8.4.3. At Security/Customs/Immigration:
a) Set up separate counter for SkyPriority passengers.
b) Set-up the stanchion and SkyPriority signage to distinguished the priority
counter from the others.
c) Service procedures at the counter:
i) Passenger follows the priority lane to priority area.
ii) Security/Customs/Immigration areas: Base on the “SKY PRIORITY”
indicator on boarding pass, staff instructs and serve passenger.

SKYPRIORITY 6.8/P 6
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SKYPRIORITY 6.8/P 7
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SKYPRIORITY 6.8/P 8
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CHAPTER 7 – PASSENGER REQUIRING
SPECIAL HANDLING
PASSENGER HANDLING
MANUAL
CHAPTER 7
PASSENGER REQURING
SPECIAL HANDLING
CHAPTER 7 - PASSENGER REQUIRING 7.0/P 1
SPECIAL HANDLING
PASSENGER HANDLING CARRIAGE OF SPECIAL CATEGORIES OF Rev 02

PROCEDURES PASSENGERS 21AUG2017
7.0 CARRIAGE OF SPECIAL CATEGORIES OF

PASSENGERS VAR13.025
7.0.1 Definition
Special categories of passengers are persons requiring special conditions, assistance
and/or devices offers to passengers who completely immobile, requiring assistance
on ground, to/from aircraft and must be carried up/down steps and to/from cabin seat.
7.0.2 Special categories of passengers including at least: VAR13.025(b)
7.0.2.1 Infants- children under 02 years of age; Unaccompanied children
VAR13.025(b)(7)(8)
7.0.2.2 Pregnant passengers.
7.0.2.3 Passengers requiring medical clearance.
7.0.2.4 Passengers requiring stretcher; VAR13.025(b)(9)
7.0.2.5 Passengers requiring medical oxygen; VAR13.025(b)(4)
7.0.2.6 Passengers with reduced mobility who are understood to be any person
whose mobility is reduced due to any physical disability, sensory or
locomotory, permanent or temporary intellectual disability or impairment,
any other cause of disability, or age, illness or any other cause who require
individual attention or assistance on embarkation, disembarkation, during
flight and during ground handling which is normally not extended to other
passengers. List of passenger at least:
1) Passengers with reduced sensory such as vision or hearing
impairment. VAR13.025(b)(1)(10)
2) Paraplegic passengers (non-ambulatory). VAR13.025(b)(2)
3) Passengers with reduced mobility such as physical disability.
VAR13.025(b)(3)
4) Passengers with reduced or impairment of mental;
7.0.2.7 Passengers unable to use seat belts; VAR13.025(b)(5)
7.0.2.8 Inadmissilble passengers;
7.0.2.9 Passengers under escort. VAR13.025(b)(6)
7.0.3 VNA do not allow the transportation of special categories passengers
except: VAR13.025(a)
7.0.3.1 As provided in the VNA manual; and VAR13.025(a)(1)

SPECIAL HANDLING

7.0.3.2 With the knowledge and concurrence of the captain. VAR13.025(a)(2)

7.0.4 Number of special categories of passengers
7.0.4.1 The total number of passengers with reduced mobility should not exceed the
number of able-bodied passengers capable of assisting with an emergency
evacuation.
7.0.4.2 The number of specific passengers on each flight
SERVICE NUMBER
BSCT According to number of bassinet on each

aircraft.
BLND No limitation
travelling with escort
BLND Equals to the number of emergency exits of

travelling without escort each aircraft
DEAF No limitation
DEAF Equals to the number of emergency exits of

DPNA No limitation
DPNA Equals to the number of emergency exits of

EXST No limitation
PREG No limitation
SPML No limitation
WCHR No limitation
WCHS No limitation
SPECIAL HANDLING

WCHS Equals to the number of emergency exits of

WCHC No limitation
WCHC travelling Equals to half of the number of emergency

without escort exits of each aircraft
STCR/OXYG 01
Accepted on Economy class.
INFT The total number of INFT does not exceed

10% of total passenger seat.
A321: The total number of INFT does not
exceed 15% of total passenger seat.
CHLD No limiation
Each aduld/ cabin crew Maximum 01 INFT and 01 CHLD under 6

accompanying years of age.
INFT/CHLD Maximum 02 CHLD, each is under 6 years of
age.
No limitation on CHLD from 6 years of age.
Cabin crew service is required if number of
INFT/CHLD over above limitation.
UMNR from 2 to 6 No limiation.

years of age Accepted on Economy class.
UMNR from 6 to 12 No limitation on number of UMNR.

years of age Business class: The total number of UMNR
does not exceed 10% of business class seat
(round up).
7.0.4.3 Escort

SPECIAL HANDLING

a) Conditions of the escort VAR Annex1-13.025(1)(g)

1) Able-bodied.
2) From 18 years of age or older (at time of departure).
3) Not being passenger as stated in 7.0.2 above.
4) Able to comprehend or respond appropriately to safety instruction in
flight.
5) Physically and metally able and willing to evacuate the disabled
passengers in case of an emergency.
6) Travelling on the same service compartment.
7) MEDA: escort must has medical professional qualification (if any). For
OXYG: escort with medical professional qualification is required.
8) If the escort of INFT is PREG: PREG under 32 week of pregnancy and not
being PREG as stated in 7.1.2 f (3).
b) Criteria of escort requirement:
1) VNA shall provide passengers with disability information on the
requirements of an escort.
2) Passengers with disability has the primary responsibility for making the
determination if they can travel independently.
3) VNA is permitted to require a passengers to travel with an escort after
passengers has been asked whether he/she can physically assist in his/her
own evacuation and VNA reasonably concludes that the passengers cannot
do so. If the passengers explains how he/she can physically assist in his/her
evacuation and maintains that he/she can do so but VNA disagrees, the
passengers may be required to find an escort.
4) VNA can require a different escort if VNA reasonably believe that, relying
on the physical assistance of the escort presented, the passengers with
mobility impairment cannot evacuate the aircraft.
5) The escort and the passengers with disability are required to check-in at
the same time.
7.0.4.4 General
a) If passenger’s itinerary includes sectors operated by VNA: passengers are
accepted for carriage if conditions stated in Article 7.1/7.2/7.3/7.4 are satisfied
accordingly.

SPECIAL HANDLING

b) If passenger’s itinerary includes sectors operated by VNA and other airline:

VNA shall confirm request on VNA flights if all requests have been confirmed
by other airlines, except WCHR, SPML, BSCT. VNA shall refuse request if
any request on other airline flights is not confirmed.
1) If local office of other airline is available: reservation staff is responsible
for advising passengers to contact other airline and verify service
availibility on other airline flights.
2) If local office of other airline is not available: reservation staff contacts
other airline to verify service availability on other airline flights. Other
airlines’ contacts are indicated in SPA or Interlines Agreements as
informed by Sales and Marketing Department.
c) If passenger’s itinerary includes marketing codeshare sector: VNA shall
confirm or refuse request based on terms of commercial agreements between
VNA and codeshare partners.
d) Ask the passengers what assistance they require and how VNA can help them.
e) Discuss the most appropriate seating base on their individual needs and the
aircraft specifications, even if seats have been pre-assigned.
f) Advise passengers what services and assistance are available base on their
needs. For example:
1) Passengers with physical disability: WCHR, WCHS, WCHC.
2) Passengers with sensory impairment: DEAF, BLND.
3) Passengers with cognitive impairment: DPNA.
g) Advise passengers VNA’s equipment such as on board wheelchairs, accessible
lavatories, etc.
h) Provide information to passengers in alternate formats upon request.
i) Ensure accurate SSR codes and any other relevant information are recorded in
the PNR and DCS.
j) Appropriately code specific wheelchair requirement base on the passengers
specific needs: WCHR, WCHS,WCHC.
k) Provide passengers who identify themselves as person having visual or hearing
impairment with access to the same information provided to other passengers.
7.0.4.5 Refusal of PRM and/or MEDA case.
a) General

SPECIAL HANDLING

Do not refuse the passengers unless there is a legitimate reason for refusal, as per
mentioned in 2.1 of this manual.
b) Right of refusal
A PRM and/or MEDA passengers may be refused on the basis of General Condition
of Carriage.
c) Reason for refusal
Do not refuse a passengers unless one of the following reason is applicable:
1) The passengers has such a degree of physical infirmity that the trip would
likely result in complications (e.g. diversion) or death.
2) The passengers requires individual nursing infirmity or care during the
flight, if not accompanied by a suitably escort.
3) The person who, because of his physical or medical condition, pose a
direct threat to the health or safety of other passengers, their property, the
aircraft or crew that cannot be eliminated by providing additional aid or
services or by other means (e.g. face masks, separate seating).
4) The passengers fails or refuses to submit themselves to the specific
condition of carriage required by VNA regulations.
5) Information is required about the passengers‘s medical condition
(diagnosis) where the passengers‘s own physician refuses to disclose such
information.
6) The person has a communicable disease.
d) Handling procedure:
1) In case of refusal of a PRM and/or MEDA case, inform the passengers and
explain the reason for refusal with reference to the General Condition of
Carriage.
2) Apply VNA policy with respect to rebooking a later date, and/or making
all efforts to acommodate the passengers on the next possible flight, if
applicable or refund of the ticket.
3) Enter all relevant information about the reason for refusal into the PNR or
in the VNA report e.g. pas refused.
4) Forward the PNR or report to the appropriate concerned unit. Document
all details of the incident and submit as specified by VNA policy.

SPECIAL HANDLING
PASSENGER HANDLING NORMAL SPECIAL SERVICE REQUEST Rev 02

MANUAL 21AUG2017
7.1 NORMAL SPECIAL SERVICE REQUEST

7.1.1 Definitions
7.1.1.1 Special meal service (SPML) is the service offering special meals on board
for passengers with religious, medical or diet reasons.
7.1.1.2 Baby basket service (BSCT) is the service offering specialized carriage for
infants on board (the device for carrying infant in each individual aircraft).
7.1.1.3 Blind passenger service (BLND) is the service offered to passengers with
vision impairment, including VAR13.025(b)(1)
a) Accompanied blind passengers
b) Unaccompanied blind passengers
7.1.1.4 Deaf passenger service (DEAF) is the service offered to passengers with
hearing impairment, including: VAR13.025(b)(1)
a) Accompanied deaf passengers
b) Unaccompanied deaf passengers
7.1.1.5 Extra seat service (EXST) is the service offered to oversized passengers
requiring 2 adjacent seats on board in the same flight; or the service offered
to passengers requiring 2 adjacent seats for more convenient.
7.1.1.6 Pregnant passenger service (PREG) is the service offered to passengers
who are expectant mothers.
7.1.1.7 Seat belt assisting service is the service offered to disabled or medical
passengers who are unable to use seat belts. VAR13.025(b)(3)
7.1.1.8 Wheelchair service is the service offered to disabled or medical passengers
with reduced mobility, including: VAR13.025(b)(5)
a) Wheelchair for Ramp (WCHR) offers to passengers who can ascend/descend
steps and make own way to/from cabin seat, but require wheelchair for
distance to/from aircraft across ramp.
b) Wheelchair for Steps (WCHS) offers to passengers who cannot
ascend/descend steps, but are able to make own way to/from cabin seat,
require wheelchair for distance to/from aircraft and must be carried up/down
steps.
c) Wheelchair for Cabin (WCHC) offers to passengers who completely
immobile, requiring wheelchair to/from aircraft and must be carried up/down
steps and to/from cabin seat.

SPECIAL HANDLING

MANUAL 21AUG2017
7.1.1.9 Disabled passengers with intellectual or developmental disability needing

assistance (DPNA)
7.1.2 Acceptance for carriage VAR13.025(a)(1)
7.1.2.1 Conditions of acceptance
a) BSCT
1) Request must be made at least 24 hours before departure.
2) Only infant with weights of not more than 11 kg is accepted.
3) The maximum number of BSCT allowed per flight is subject to each
aircraft.
b) BLND
1) If BLND passenger is accompanied by service dog: apply to procedure as
stated in Article 9.5.
2) Accompanying cabin crew service can be ordered if required. If itinerary
involves one or more international sectors, request must be made at least
5 days before departure. If itinerary involves only domestic sectors,
request must be made at least 3 days before departure.
3) For accompanied BLND passenger: Accepted for carriage as normal
passenger, no prior request is required.
4) For unaccompanied BLND passenger:
i) Request must be made at least 24 hours before departure of
international flight and at least 8 hours before Vietnam domestic
flight.
ii) Only BNLD passenger who is able to self- reliant in all itinerary is
accepted.
c) DEAF
1) If DEAF passenger is accompanied by service dog: apply to procedure as
2) For accompanied DEAF passenger: Accepted for carriage as normal
3) For unaccompanied DEAF passenger:
flight.
SPECIAL HANDLING

MANUAL 21AUG2017
ii) Only DEAF passenger who is able to self- reliant in all itinerary is
accepted.
d) DPNA
1) If DPNA passenger is accompanied by service dog: apply to procedure as
2) Accompanied DPNA passenger: Accepted for carriage as normal
3) Unaccompanied DPNA passenger:
flight.
ii) Only DPNA passenger who is able to self- reliant in all itinerary and
able to comprehend or respond appropriately to safety instructions is
accepted.
e) EXST
2) Extra seatbelt is needed.
3) Extra seat is required to book on the same flight, same date, the same
class of service.
f) PREG
1) Pregnancy period of PREG passenger is calculated until the day of
departure of each flight.
2) Pregnancy period of less than 32 weeks: Accepted for carriage as normal
passengers.
3) Pregnancy period of from 32 weeks; Uncertain time of being pregnant or
estimated date of delivery; Previously having twin, triplet children;
Having complications which can be arisen when delivery; Being
pregnant by artificial insemination; multiple pregnancy: Medical
clearance is required.
i) MEDIF I and MEDIF II: see Annex 7A-1 and 7A-2; or
ii) MEDIF I and three (03) sets of documents, each set containing one
(01) MEDIF I, one (01) copy of foetus examination book,
ultrasound examination result, foetus certified by specialized
physicians, etc. which states PREG is in good health and the
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MANUAL 21AUG2017
pregnancy is progressing normally, without complications, fit to

travel, whether it is a single or multiple pregnancy, the estimated
week of pregnancy, the expected date of delivery, If passenger’s
itinerary involves international sector, passenger must prepare an
additional set of documents in English certified by notarial office
with legal status.
4) PREG passenger with expected child bearing time of within 07 days
before departure or of within 07 days after child bearing; PREG from 36
weeks: Not accepted for carriage.
5) Document store:
i) MEDIF I, MEDIF II:
- Copy 1: Branch offices
- Copy 2: VNA represetatives at departure station.
- Copy 3: VNA represetatives at arrival station.
ii) Copy of documents as stated in 7.1.2.2 f (3):
- Copy 1: Branch offices
- Copy 2: VNA represetatives at departure station.
6) Valid of documents as stated in 7.1.2 f (3):
i) Medical certificate dated within 7 days of the initial travel date. The
same medical certificate is valid for the next sector(s) provided
there is no complication during the journey and the PREG still
fulfils the requirement of within 36 weeks on the day of
commencing.
ii) If PREG experience any medical complications during travel:
updated medical certificate as stated in 7.1.2.3 f (3) prior to the
commencing date is required.
g) SPML
2) Service availability depends on each airport and routing.
h) DPNA, WCHR, WCHS, WCHC
1) Request must be made at least 24 hours before departure of international
flight and at least 8 hours before Vietnam domestic flight.

SPECIAL HANDLING

MANUAL 21AUG2017
2) Accompanying cabin crew service can be ordered if required. If itinerary

involves one or more international sectors, request must be made at least
5 days before departure. If itinerary involves only domestic sectors,
request must be made at least 3 days before departure.
7.1.2.2 Requirement for documents:
a) Passengers must complete all requirements on tickets, travel documents as
stipulated in current VNA manuals.
b) Passengers with reduced mobility should notice in advance about special
assistance to branch offices, GSA offices for processing.
c) Passengers with reduced mobility travelling on flight or at departure/arrival
stations where service appliance is insufficient: Deliver to passenger “Useful
information to passenger requiring wheelchair service” (see Annex 7A-3).
d) Requesting special services by email is not applied to MEDA passengers.
7.1.2.3 Contact list of units receiving and handling special services
See contact lists of branches in Vietnam and overseas updated in VNA website.
7.1.3 Handling procedures IGOM 1.4.4.1
7.1.3.1 Branch offices, GSA offices (mentioned below as “branch ofices”)
a) Receive special service requests, accompanied cabin crew requests directly
from passengers or from email, make reservation, quote fares and issue tickets
according to current VNA’s “Passenger Reservation and Preflight Check
Manual”, “Passenger Fares and Ticketing Manual”.
b) Assist passengers to check regulations of countries and airports relating to
passenger’s itinerary (departure, transfer, destination) before requesting
special service.
c) Process the special service, accompanying cabin crew service requests
immediately or send a request to SSR Center according to handling
authorization as stated in Annex 7B-1 - “Authorization on Handling Special
Service”.
d) In case of special requests made within 24 hours before departure (BSCT,
BLND, DEAF, DPNA, EXST, PREG, WCHR, WCHS, WCHC), reservation
staff confirms or refuses for carriage base on special service supplying ability,
principles, conditions on carriage as stated in Article 7.1.2.
e) Based on special service supplying ability, principles, conditions on carriage
as stated in Article 7.1.2 and confirmation from special service handling units,

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reservation staff replies passengers directly or via email about conditions of

carriage, confirmation, refusal or change on special service.
f) Reservation staff advise passenger of the fact that if passenger’s declaration
(on medical state, escorts, others, etc.) is not true, passenger will be refused
for carriage. VNA shall not bear any unexpected cost arisen from this refusal
for carriage.
g) Reservation staff instruct passenger to bring along all necessary documents
required as stipulated in Article 7.1.2.3 when on board on flights on which
special service is requested.
h) In case there is a schedule change or passenger make a change in special
request after special service has been confirmed, reservation staff recreate
another special service request, reprocess the special service immediately or
send request to SSR Center.
7.1.3.2 SSR Center
a) Receive requests from branch offices, GSA offices, processes them according
authorizations as stated in Annex 7B-1 “Authorization on Handling Special
Service” and replies to branch offices.
b) In case passenger requires accompanying cabin crew service:
1) Sends request to Cabin Crew Department.
2) Informs branch offices of confirmation on accompanying cabin crew
service Based on confirmation from Cabin Crew Department.
7.1.3.3 At Cabin Crew Department
Cabin Crew Department replies to SSR Center within 2 working days since
receipt of accompanying cabin crew service request.
7.1.3.4 At Engineering Company
Implement duty as SSR Center requested.
7.1.3.5 At departure station
a) VNA’s airport representatives:
1) Coordinate with ground service unit at airport to prepare necessary
device or service to serve passenger requiring special service. VNA’s
airport representatives observe and supervise special service provision.
2) In case passenger requests special service at check-in time or special
service has been cancelled or has not been confirmed as a result of flight

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schedule change, VNA’s representatives decide to accept or refuse to

provide special service based on:
i) Principles and conditions of carriage as stated in Article 7.1.2.
ii) Passenger ‘s health status.
3) In case information provided by passenger when requesting special
service is not correct, resulting in ineligibility for carriage, not satisfying
principles and conditions for carriage as stated in Article 7.1.2, VNA’s
representatives refuse for carriage and VNA is not responsible for any
unexpected cost arisen from refusal for carriage.
4) In case special service request has been confirmed by VNA, passenger is not
provided with special service because of VNA’s fault: VNA’s representatives
shall have an excuse and asisst passengers to contact VNA branch offices
according tocurrent VNA’s “Passenger Fares and Ticketing Manual”.
b) Ground handling unit
1) Check the eligibility of passenger’s set of documents as stated in Article
7.1.2.3.
2) Allocate passengers require special services and the companion as stated
in Article 2.1.6
3) Check in for accompanying cabin crew (if passenger requesting
accompanying cabin crew service): check in as a staff on duty. The seat
number next to passenger requesting special service shall be blocked for
accompanying cabin crew.
4) Tag “MAAS” tag to the checked baggage of BLND, DEAF, WCHR,
WCHS, WCHC passenger.
5) Send these documents to VNA’s airport representatives after check-in.
6) Record passenger’s special service request, seat number in “Special
Information to Cabin Crew” form and give it to cabin crew.
7) Inform the PIC of passenger requiring special service. Carriage of
passenger must be approved by the PIC. VAR13.025(a)(2)
8) Passenger requiring special services shall be the last one to deplane and
be the first one to on board.
9) Send information to intermediate stations (if any) and destination station
on passenger requesting special service after flight departure.
7.1.3.6 In flight

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a) When receipt of “Special Information to Cabin Crew” provided by ground

handling unit, the purser shall report the presence of passengers requesting
special services to the PIC.
b) The purser receives the handover of passenger from ground handling units at
aircraft gate.
c) Cabin crew based on the “Special Information for Cabin Crew” assist, instruct
passenger and his escort to seat on assigned seat numbers, advise on necessary
safety information such as emergency exit usage, order of emergency exit
usage, passenger’s assistant, etc.
d) Cabin crew based on the “Special Information for Cabin Crew” provide
special service to right passenger, the right type of special service requested.
e) Cabin crew is responsible for assisting and instructing elderly passenger who
has requested special service on filling immigration form.
f) Accompanying cabin crew’s seat is next to passenger requesting
accompanying cabin crew service. Accompanying cabin crew must frequently
take care of passenger on all sectors operated by VNA.
g) Before take-off, the PIC or the purser must ensure all passengers with
restricted mobility have been informed of nearest emergency exit and the time
to move to the emergency exit in cases of emergency.
h) Implement duty as mentioned in “Cabin crew safety manual”.
7.1.3.7 At transfer station
a) VNA’s representatives
1) Contact ground handling unit to prepare for necessary devices or
services, observe and supervise special service provision.
2) Contact Securities, Customs, Immigration to seek for advantages for
passengers during transferring period.
3) Assist passenger and escort during the checking time at transfer station.
b) Airport ground handling unit
1) Assist passenger require special services
2) After handing over passenger to cabin crew, send flight messages to
down line station requesting preparation for providing special service.
7.1.3.8 At arrival staion

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1) Contact ground handling unit to prepare for necessary devices or

services, observe and supervise special service provision.
2) Contact Securities, Customs, Immigration to seek for advantages for
passengers.
3) Assist passenger and escort during the checking time.
b) Airport ground handling unit
1) Assist passenger require special services.
7.1.3.9 Regulations on coordination between ground handling unit and cabin crew
a) For passenger requesting special service requiring assistance in positioning
(BLND, DEAF, DPNA, WCHR, WCHS, WCHC): Ground handling unit
arranges staff to assist passenger when checking in for
embarking/disembarking and handover/receive handover passenger requesting
special service at aircraft door from cabin crew.
b) Cabin crew shall take care of passenger after receipt of handover until
passenger is handovered to ground handling unit. If cabin crew requires extra
assistance when receipt of handover or handing over of passenger, cabin crew
request ground handling staff to assist passenger to move to his/her assigned
seat number. However, the fact that ground handling staff is allowed to enter
into aircraft depends on approval from airport authority.
7.1.4 Requirements on providing specific special service types
Beside implementing regulations as stipulated in Article 7.1.3, special service
providing units are required to follow below requirements:
7.1.4.1 Special meal service
a) At departure station
VNA’s representatives at airport where catering office is located retrieve confirmed
special meal information from reservation system, order and supervise the
provision of special meals requested.
b) In flight
Cabin crew based on “Special Information for Cabin Crew” form provide
passenger with correct special meal type requested.
7.1.4.2 Basinet/ baby basket service
a) At departure station

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Ground handling unit based on information on passenger requesting BSCT service

locate passenger to seat number where BSCT is installed. VIP/CIP passengers
should not be assigned with seats near the BSCT location.
b) In flight
1) Cabin crew must not install BSCT device when taking off/landing to
ensure safety to infant.
2) Cabin crew based on “Special Information for Cabin Crew” form and
Installation Introduction install BSCT device to location as designed for
BSCT when airplane has reached stable height, assisting passenger
throughout the flight when requested by passenger.
3) If BSCT service is requested when on board, cabin crew based on the
availability of unused BSCT devices give the appropriate reply to
passenger.
4) In case airplane is flying through an area of turbulence, cabin crew
reminds passenger to hold infant by hands. Cabin crew shall uninstall
BSCT device to ensure safety to infant and passenger in cases of
emergency.
5) When airplane is prepared for landing, cabin crew shall uninstall BSCT
device and store it in its designed location. Before installation, cabin
crew checks the remaining items in BSCT device and returns such items
to passenger if found.
7.1.4.3 Blind passenger service
a) Ground handling unit
1) Allocate BLND passenger to the seat next to another passenger of same
sex.
2) Ask BLND passenger for his/her request.
3) Passenger’s assistant is required to walk ahead of passenger, so that
passenger can feel the change in directions and follow when
ascending/descending steps. The assistant must inform passenger in
advance of any uneven surface or steps.
4) The assistant must clearly emphasize “right” or “left” according to
BLND passenger’s direction when showing him the way, put his hand in
the arms of chair and make him settled himself in his seat.
b) Cabin crew

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1) Do not ask BLND passenger questions concerning his visual capacity

(especially when choosing meals and drinks in the flight).
2) When serving meal, drink, cabin crew should call BLND passenger’s
name or touch his hand, informing him dishes containing in the meal. He
should be remarked about glasses in his tray, especially when the glass is
full of hot liquid.
7.1.4.4 Deaf passenger service
a) Communicate with passenger by the seeing-language because some
passengers meet difficulties in hearing but he can catch the idea through body
language.
b) Duty staff should be patient, express clearly idea and only speak loudly upon
request.
7.1.4.5 Extra seat service
a) VNA’s representatives:
VNA’s representatives coordinate with concerned units at airport in order to
provide extra seat belts upon request.
b) At ground handling unit:
Ground handling unit assign passsenger’seat next to the extra seat.
7.1.4.6 Pregnant passengers
In case passenger requests PREG with pregnancy from 32 weeks at time of check-
in, VNA’s representatives shall accept or refuse carriage of this passenger based on
passenger’s current health status, relating documentations. If carriage is accepted,
passenger is requested to sign the MEDIF I.
b) Ground handling unit:
Ground handling unit arrange female staff to assist passenger if requested and
supply extra seat belt if neccessary.
7.1.4.7 Wheelchair service
a) VNA branch offices, GSA offices:
In case highlift cars are not available at departure/destination station:
1) If passenger agree with the airline staff‘s assistance: Accept for carriage
and deliver “Useful information to passenger requiring wheelchair
service” – Annex 7A-3.
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MANUAL 21AUG2017
2) If passenger do not agree with the airline staff‘s assistance: Instruct

passenger change to other routing or other means of transportation.
b) At the departure/transfer/arrival airport:
The ground handling staff assist passenger to ascend/descend steps to/from the
aircraft. In case of accompanied wheelchair passenger, the escort shall coordinate
with ground handling staff to assist passenger in mobility.
c) In flight:
Cabin crew is responsible for:
1) Assisting passenger in mobility in the cabin if requested. In case of
accompanied WCHC passenger, the escort shall coordinate with cabin
crew to assist passenger in mobility.
2) Not installing and providing wheelchair service when take-off/landing or
when the airplane is flying through an area of turbulence.
3) In case aircraft has reached stable height, if passenger requests to move
in the cabin, cabin crew shall installing WCHC device in accordance
with wheelchair installing instructions, assisting passenger to move from
seat to wheelchair and vice versus; assisting passenger to move from the
seat to the toilet and vice versus.
4) When airplane is prepared for landing, cabin crew shall uninstall WCHC
device and store it in its designed location.
7.1.4.8 Passengers with reduced mobility on flights to/from the US
a) Advance notice
48 hours advance notice is required for:
1) Provision of hazardous materials packaging for wheelchairs and other
assistive devices, if needed,
2) Transportation of a group of ten or more disabled individuals traveling as
a group,
3) Transportation of an emotional support or psychiatric service dog in the
cabin,
4) Transportation of a service dog in the cabin on a flight segment lasting 8
or more hours,
5) Accommodation of a passenger who has both severe vision and hearing
impairments,
6) Use of a ventilator, respirator CPAP machine or POC,
7) Use of an incubator,
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MANUAL 21AUG2017
8) Hookup a respirator, ventilator CPAP or POC to the aircraft electrical

system or use of a stretcher; 72 hours advance notice is required for
receipt of carrier-supplied medical oxygen.
b) Escort
Passengers may be required to travel with a safety assistant if:
1)
Traveling in a stretcher or incubator;
2)
Due to a mental disability, passengers are unable to comprehend or
respond appropriately to safety instructions from carrier personnel;
3) Having a severe mobility impairment that makes passengers unable to
physically assist in your own evacuation of the aircraft; or
4) Having both a severe hearing and vision impairment such that passengers
cannot communicate with VNA personnel so that VNA can convey to
passengers the safety briefing and passengers cannot assist in their own
evacuation of the aircraft in case of emergency.
5) In above case, if passengers wish to travel alone, at least 48 hours prior to
departure passengers must provide VNA with explanation as to how
passengers can safely travel.
c) Medical clearance is required only if:
1) The passenger is traveling in a stretcher or needs medical oxygen during
flight, or
2) The passenger’s medical condition is such that there is reasonable doubt the
passenger can complete the flight safely without extraordinary medical
assistance during flight.

CHAPTER 7 - PASSENGER REQUIRING 7.2/P1
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7.2 PASSENGERS REQUIRED FOR MEDICAL CLEARANCE

BEFORE DEPARTURE
7.2.1 Definitions
7.2.1.1. Passengers requiring medical clearance before departure service (MEDA)
is the carriage of passenger if match at least criteria below:
a) Passengers suffer from any disease which is believed to be actively
contagious and communicable, that poses a direct thread to the health and
safety of themselves or others on the flight.
b) Passengers are likely to be a hazard or cause discomfort to other passengers
because of the physical or behavioural condition.
c) Passengers are considered to be a potential hazard to the safety or punctuality
of the flight including possibility of diversion of the flight or an unscheduled
landing.
d) Passengers are incapable of caring for themselves and require medical
clearance.
e) Passengers have a medical condition which may be adversely affected by the
flight environment.
f) Passengers require stretcher, medical oxygen service during the flight.
g) Passengers suffer from a severe of life-threatening allergic condition.
h) Passengers suffer from terminal illness.
i) Passengers suffer from a medical condition where there is a reasonable doubt
that the individual can complete the flight safety without requiring
extraordinary medical assistance during the flight or whose condition may
deteriorate in flight. For example, passengers who recently was discharged
from hospital, has undergone major surgery or, suffered serious illness.
j) Passengers may or has exhibited some unusual behaviour, as a result of
suspected underlying medical problems or intellectual/developmental
disabilities which could have an adverse effect on the health and safety of
others, who may be considered a potential hazard to the safe and smooth
operations of the flight.
k) Passengers require extraordinary medical assistance during flight or whose
condition may deteriorate during flight.

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l) Passengers previously involved a medical emergency on the ground or in-

flight which caused delayed departures, a return to gate with delayed
departure or diversion and wishes to resume their travel on VNA.
m) Passengers not falling into the above categories normally do not need
medical clearance, however, if in doubt, medical advice should be obtained.
7.2.1.2. Passengers not requiring medical clearance before departure
a) Diabetic passengers who are capable of caring for themselves or to be
supported by capable escort with medicine in carry-on luggage.
b) Passengers suffering from asthma in healthy condition.
c) Passengers suffering from mental disease but in stable health status with
frequently used medicine taken.
d) Passengers suffering from heart disease with heart pacemakers in healthy
condition.
e) Eldly passengers in stable health status.
f) Disabled passengers in stable health status.
g) PREG passengers in stable health status, with pregnancy less than 32 weeks.
MEDA passengers are accepted for carriage in case they adapt principles,
conditions, medical clearance required.
7.2.2.1. Conditions for acceptance
a) Accompanied MEDA passenger:
1) Having completed all procedures as required by VNA.
2) The carriage of MEDA passenger does not affect to the safety of the
aircraft, cabin crew, and other passengers as well as their property.
3) If MEDA passenger requires to bring along/use medical devices on
board, prior notice should be made and confirmation is received from
VNA. MEDA passenger must prepare their medicine and necessary
medical devices.
b) The escort of accompanied MEDA passenger:
Apply to 7.0.4.3

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c) Unaccompanied MEDA passenger:

1) Meeting requirements as stipulated in article 7.2.2.2 a of this manual.
2) Not being in serious status, being able to comfort /himself with his
illness, being certified to travel himself by medical centers as described
in Article 7.2.2.3.
3) Being able to move, feed and care for himself during the flight.
d) MEDA passengers need syringes and hypodermic needles:
1) Applicable to sector with at least 2.30 hours of elapsed time.
2) Indicated to use syringes and hypodermic needles during the flight by
physicians of medical centers as described in Article 7.2.2.4.
3) Meeting requirements for carriage as stated in Article 7.2.2.
4) Complying to requirements of authorities on carrying of syringe on
board.
5) Complying to requirements and instructions of VNA’s staff.
6) Injecting himself or asking assistance from accompanying physician,
relative to be injected.
7) Being responsible for usage of his own syringes and hypodermic
needles in flight.
e) Syringes and hypodermic needles can be accepted if:
1) Hypodermic needle is less than 06 cm length: passenger is allowed to
carry onboard as carry-on baggage and use normally during the flight.
2) Syringes and hypodermic needles must be kept on sealed package, put
in clear plastic bag and inspected by securities the same as of other
items.
7.2.2.2. Documents, procedures for certifying health status
a) All requirements on tickets, travel documents according to current VNA’s
regulations.
b) MEDIF I and MEDIF II: see Annex 7A-1 and 7A-2.
c) Storage the document:
1) Copy 1: Branch offices
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2) Copy 2: VNA represetatives at departure station.

3) Copy 3: VNA represetatives at arrival station.
d) Document completion time:
1) MEDA passengers must complete required documents within 7 days
before departure of each sector:
i) Passenger requiring stretcher and/or oxygen.
ii) Passenger requiring medical devices.
2) Other MEDA passenger must complete required documents within 14
days before departure of each sector.
e) VNA branches office supply forms as described in Article 7.2.2.3 a and
“Guidance to the physician” (see Annex 7A-7) or advise pasenger download
them from VNA website, bring them to medical centers as defined in Article
7.2.2.4 for health status certification.
7.2.2.3. List of medical centers accepted by VNA
MEDA passenger must complete health status examination before departure at the
following sorts of medical centers:
a) In Vietnam: Specialized hospitals or General hospitals at district level or
equivalents; private hospitals; Family Medical Practice, International SOS
Clinic.
b) In other countries: Medical central with legal status licensed by authorized
authority to operate in local countries.
7.2.2.4. Contacts of units receiving and handling special services
See contact of branches inside and outside Vietnam updated in VNA website.
7.2.3.1. At branch offices
a) Obtain and record MEDA passenger’s request, accompanied cabin crew
request.
b) Supply health status examination documents as defined in Article 7.2.2.3 and
“Guidance to the physician” (see Annex 7A-7) for physician’s reference.

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c) Instruct passsenger to bring along documents as defined in Article 7.2.2.3

and “Guidance to the physician” to the medical centers as defined in Article
7.2.2.4 for certify.
d) Assist passengers to check regulations of countries and airports relating to
passenger’s itinerary (departure, transfer, destination) before requesting
special service.
e) After receipt of passenger’s health examination certification, make
reservation, do pricing and issuing ticket according to current VNA’s
“Passenger Reservation and Preflight Check”, “Passenger Fares and
Ticketing Manual”.
f) Based on special service handling authorization in Annex 7B-1
“Authorization on handling special service” confirm the requested special
service or send request to SSR center for processing.
g) Based on principles, conditions of carriage, passenger’s health examination
certification as stated in Article 7.2.3, confirmation from concerned special
service handling units, reservation staff advise passenger of conditions of
carriage acceptance, confirmation or refusal or change of special service
provision.
h) Clearly advise passenger when requesting special service: if passenger’s
declaration (on medical status, escorts, etc.) is not true, passenger shall be
refused for carriage. VNA shall not be responsible for any unexpected cost
arisen from the refusal of carriage.
i) If there is a schedule change or passenger requests to change special service
after MEDA service has been confirmed, reservation staff redo MEDA
service request and process the request based on regulations on
“Authorization on handling special service” or send request to SSR center
for processing.
j) Advise passenger to bring along all sets of documents as stated in Article
7.2.2.3 when travelling on VNA flights.
7.2.3.2. At SSR Center
a) SSR center receives, processes MEDA requests according to authorization
stated in Annex 7B-1 “Authorization on handling special service” and send
replies to Branch offices.

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b) In case of accompanied cabin crew request is received:

1) Sends the request to Cabin Crew Department.
2) Upon receipt of reply from Cabin Crew Department, SSR Center shall
advise confirmation of accompanied cabin crew service to booking
offices.
c) Deployment of MEDA service implemention:
SSR Center deploys the implementation for cases stated in Annex 7B-2.
7.2.3.3. At cabin crew department
Upon receipt of request from SSR Center, Cabin Crew Department sends reply on
capability of providing accompanying cabin crew to SSR Center within 2 working
days.
7.2.3.4. At departure station
1) Contacting and supervising ground handling units to make necessary
facilities or services ready for MEDA passenger.
2) In case passenger requests MEDA service at time of check-in or MEDA
service has been cancelled or has not been confirmed as a result of
flight schedule change, VNA’s representatives decide to accept or
refuse to provide special service based on:
i) Principles and conditions of carriage as stated in Article 7.2.2.
ii) Passenger ‘s health status.
3) In case MEDA passenger is unable to show health examination
certificates or the date in which the health examination certificates is
established does not comply to the conditions set forth in Article
7.2.3.1:
i) If passenger has a look of healthy person, the flying elapsed time
does not affect passenger’s health, VNA’s representatives may
accept carriage of passenger.
ii) If passenger has a look of unhealthy person, the flying elapsed
time may affect passenger’s health, VNA’s representatives may
refuse carriage of passenger.

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4) In case information provided by passenger when requesting MEDA

service is not true, resulting in ineligibility for carriage, not satisfying
principles and conditions for carriage as stated in Article 7.2.2, VNA’s
representatives refuse for carriage and VNA is not responsible for any
unexpected cost arisen from refusal for carriage.
5) In case MEDA request has been confirmed by VNA, passenger is not
provided with MEDA service because of VNA’s fault: VNA’s
representatives shall have an excuse to passenger and instruct passenger
contact Branch offices for all ticket changes acording current
regulations, current VNA’s “Passenger Fares and Ticketing Manual”.
b) At ground handling unit
1) Check the eligibility of passenger’s set of health examination
certifications as stated in Article 7.2.2.3.
2) Send a set of documents relating to carriage of MEDA passenger to
VNA’s airport representatives and a set to flight purser after check-in.
3) Assign seat numbers to MEDA passenger and companion (if any) as in
2.1 of this manual and as below:
i) Assign MEDA passenger according to Article 2.1.
ii) Allocate the companion next to MEDA passenger.
iii) Allocate passenger and the companion far away from the VIP
location.
iv) Allocate group of MEDA passengers in one area with companions
seating next to them.
v) Do not allocate more than one MEDA passenger in a row. In case
two MEDA passengers’ seats are allocated in a row, each of them
should use different aisles in the aircraft.
vi) In case accompanying cabin crew is requested: check in
accompanying cabin crew as staff on duty and assign seat number
next to passenger.
4) For MEDA passenger requiring usage of syringes and hypodermic
needles on board:

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i) Check MEDA passenger’s documents to ensure the usage of

syringes and hypodermic needles on board complies to the
instructions of physicians from VNA accepted medical centers.
ii) Allocate passenger requiring usage of syringes and hypodermic
needles on board to the last row of booked compartment.
iii) Receive syringes and hypodermic needles (in manufacturer sealed
packing status and put in clear plastic bag) from passenger.
iv) Make sure the bag of syringes and hypodermic needles has been
checked at securities and handover to the purser at aircraft door.
v) Input information of MEDA passenger, passenger’s seat number,
request of usage of syringes and hypodermic needles on board in
“Special Information to Cabin Crew” and handover to the cabin
crew.
vi) Inform the captain of MEDA passenger. Carriage of passenger
must be approved by the captain. VAR13.025(a)(2)
vii) Allocate MEDA passenger requesting usage of syringes and
hypodermic needles boarding before other passenger.
viii) Sending message to the downline station advising the information
on passenger requesting usage of syringes and hypodermic needles
after flight take - off.
7.2.3.5. In flight
handling unit, the purser refers the presence of MEDA passengers, MEDA
passengers requesting special services, MEDA passengers requesting usage
of syringes and hypodermic needles on board to the captain.
b) The purser receives MEDA documents, the set of syringes and hypodermic
needles from ground handling unit and closely keep them through the flight.
c) Cabin crew based on the “Special Information for Cabin Crew” assist
passenger and his escort to seat on assigned seat numbers, brief them on
safety on board instructions such as emergency exit usage, order of
emergency exit usage, passenger’s assistant, etc. VAR Annex 1-13.025(1)(e)
d) Before take-off, the captain or the purser must ensure all passengers with
reduced mobility have been briefed on the nearest emergency exit and the
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adequate time to move to the emergency exit in cases of emergency. VAR

Annex 1-13.025(1)(e)
e) Cabin crew based on the “Special Information for Cabin Crew” provide
special service to the right passenger, the right type of special service
requested.
f) Crutches, canes and similar walking aids must be stored in special location in
the cabin, the users of such aids must be assigned seats nearby, to permit
quick access to the aids when needed.
g) For MEDA passenger requesting usage of syringes and hypodermic needles
on board:
1) Cabin crew based on “Special Information to Cabin Crew” Form,
passenger’s identification cards, MEDIF, boarding pass provide
syringes and hypodermic needles to MEDA passenger when needed.
2) Cabin crew supervise passenger during the time passenger uses syringes
and hypodermic needles on board.
3) Cabin crew withdraw used syringes and hypodermic needles
immediately after passenger has finished the use of them and store them
in the rubbish bin located in the front kitchen.
4) Inform the aircraft sanitation worker at arrival station of the location
where the used syringes and hypodermic needles are stored.
h) Implement duty as mentioned in “Cabin crew safety manual” and other
concerned documents.
i) When interline connection is involved: Hand over all MEDA passenger
document to VNA’s representatives and VNA ’s representatives shall hand
over them to the next carrier ‘s representatives or cabin crew.
7.2.3.6. At transfer station
2) Contacting Securities, Customs and Immigrations offices to take
advantages for passenger.

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3) Assisting passenger and the escort during the process of completing

necessary procedures at transfer station.
4) When interline connection is involved, contacting receiving carrier to
provide information relating to passenger and coordinating in
transferring passenger.
necessary procedures at transfer station.
2) Sending message to down line station for preparation of receiving
passenger after flight departure.
7.2.3.7. At arrival station
advantages for passenger.
necessary procedures at arrival station.
4) Receiving the STCR/OXYG passenger ‘s document from the ground
handling unit and achieve them at the airport office.
1) Receiving the MEDA passenger ‘s document from the purser and hand
over them to the VNA representatives at arrival station.
2) Assisting passenger and receiving unused syringes and hypodermic
needles from cabin crew and hand over to MEDA passenger based on
their documents.

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7.3 PASSENGER REQUIRING MEDICAL STRETCHER, OXYGEN

7.3.1 Definitions
7.3.1.1 Stretcher services on board (STCR): the service providing stretcher to
MEDA passenger as requested by physicians at medical centers
accepted by VNA.
7.3.1.2 Oxygen services on board (OXYG): the service providing oxygen to
MEDA passenger during the flight as requested by physicians at medical
centers accepted by VNA. VAR13.025(b)(4)
7.3.1.3 Oxygen for medical used by passengers VAR13.027
a) VNA may allow a passenger to carry and operate equipment for the
storage, generation or dispensing of medical oxygen only as prescribed by
the Authority.VAR13.027(a)
b) No person may smoke, and no crew member may allow any person to
smoke within 10 feet of oxygen storage and dispensing equipment carried
for the medical use of a passenger. VAR13.027(b)
c) No crew member may allow any person to connect or disconnect oxygen
dispensing equipment to or from an oxygen cylinder while any other
passenger is aboard the aircraft. VAR13.027(c)
STCR/OXYG passengers are accepted for carriage if they meet the following
requirements on principles, procedures, documents:
7.3.2.1 Conditions of carriage acceptance
a) Requirement for passenger requesting STCR/OXYG
1) STCR/OXYG request must be made at least 72 hours before
departure.
2) In urgent situations, STCR/OXYG passenger may be accepted for
carriage if the request is made less than 72 hours before departure.
3) STCR/OXYG passenger is required medical clearance before
departure as stipulated in Article 7.2.
4) STCR/OXYG passenger is required to be accompanied by an escort.
In case of OXYG passenger, the escort must has medical professional
qualification (such as a physician or a nurse).
5) There are enough spaces in aircraft for installing STCR/OXYG
equipment.

SPECIAL HANDLING
PASSENGER HANDLING
6) STCR/OXYG passenger is only accepted for carriage in the economy

compartment.
7) Stretcher, oxgen equipment in the aircraft served to MEDA passenger
is specific ones, provided by VNA and used only on VNA aircraft.
Therefore, in the interline flight operated by other carriers,
STCR/OXYG passenger must use STCR/OXYG equipment provided
by them.
b) Requirement for The escort of accompanied STCR/OXYG passenger:

Apply to 7.0.4.3 and 7.3.2.2 (a)(4) of this manual.
7.3.2.2 Documents, procedures for STCR/OXYG passenger
Passenger must complete procedures of MEDA passenger as stated in Article
7.2.
7.3.2.3 Contacts of units receiving and handling special services
Units implement the VNA regulations as stated in current “Pasenger Handling
manual”, “Regulations of installation, utilization and maintenance of special
service equipment”, “Flight operations manual”, Article 7.2.3 of this manual
and the following regulations:
7.3.3.1 At branch offices, General sale agents:

a) Receiving STCR/OXYG and cabin crew escort request.
b) Making reservation, pricing and ticketing in accordance with current
VNA’s regulations.
c) Calculating the applicable number of seats for stretcher/oxygen installation
in accordance with instructions stated in Annex of Chapter 7.
d) Verifying contents in passenger’s health examination documents:
1) MEDIF I: clearly stating the request of STCR/OXYG.
2) MEDIF II: clearly stating whether passenger is eligible for air
carriage, indicating requirements on STCR, the liters of oxygen per
minute flow rate for OXYG passenger, requirement of escort with
medical expertise (physiccian or nurse), medical instructions for air
carriage.

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PASSENGER HANDLING
e) Sending request to SSR Center.

f) Advising pasenger of STCR/OXYG conditions of carriage, confirmation,
refusal or changes.
g) Advising passenger of the restrictions of oxygen usage during the waiting
time at airport for safety reasons.
h) Advising passenger to prepare necessary medical measures to protect their
health while waiting for flight departure at the airport.
i) In case STCR/OXYG passenger requesting airport ambulance
service:Instructing passenger or his relatives to directly contact the airport
authority. Any cost related to this service shall be paid by passenger to
airport authority.
j) Timely advising passenger and SSR Center of flight schedule change.
k) Advising SSR Center of any change in passenger’s request after the service
has been confirmed.
7.3.3.2 At SSR Center
a) Requesting stretcher, oxygen bottle managing and maintaining units to
provide services of installing, removing, transporting those devices.
b) Requesting concerned units to transport stretcher, oxygen bottle to the
departure station for installation in case stretchers, oxygen bottles are not
available at the departure station.
c) Sending reply to branch offices about STCR/OXYG providing capability.
d) Deploying service implementation to concerned units after confirmation of
the STCR/OXYG request.
e) Advising possible changes to concerned units in case passenger requests a
change in STCR/OXYG service of which the service implementation has
been deployed by SSR Center to concerned units or there is a flight
schedule change.
1) Contacting and supervising units who are managing, installing,
maintaining STCR/OXYG devices to ensure the installation of those
devices to be completed before departure, not causing flight delay and
affecting other flights.

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PASSENGER HANDLING
2) Contacting Securities, Customs, Immigrations units for obtaining

advantages for passenger and escort during the time of check-in and
getting onboard.
3) Ensuring ambulance car which conveys passenger to the airport must
wait at airport until the aircraft has been taken off.
4) Cooperating with ground handling unit to decide the time of getting
onboard for STCR/OXYG passenger.
5) In case the schedule of flight serving OXYG, STCR passenger is
changed, VNA airport representative should:
i) If the passenger has not boarded:
- Advising passenger and escort the maximum delay or
alternative carriage plan for passenger’s decision.
- Contacting concerned units to arrange alternative protection
flight if necessary.
ii) If the passenger has boarded:
- Advising passenger escort the maximum delay time or
alternative carriage plan for passenger’s decision.
- Transfering passenger to the nearest hospital if necessary.
b) Units handling stretcher, oxygen bottles installation
1) Installing stretcher, oxygen bottles in accordance with instructions on
VNA‘s current “Regulations of installation, utilization and
maintenance of special service equipment”.
2) Ensuring safety, convenience to STCR/OXYG passenger when using
those devices, not affecting safety and convenience of other
passengers on board.
c) Ground handling unit
1) Arranging staff to assist, instruct STCR/OXYG passenger and escort
at time of check-in until getting on board; handling over
STCR/OXYG passenger to cabin crew at aircraft door.
2) Handling over passenger to cabin crew at the aircraft door.
3) Coordinating with VNA’s representatives to informing the time of
getting onboard for STCR/OXYG passenger. STCR/OXYG passenger
boarding before other passengers.

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PASSENGER HANDLING
4) Handling over a set of passenger’s health examination certificates to

cabin crew and a set to VNA’s airport representatives.
5) Inputting information of STCR/OXYG passenger and escort, seat
numbers of passenger and escort, location for STCR/OXYG
installation in “Special Information to Cabin Crew” and handling it
over to cabin crew.
6) Tagging “MAAS” tag to the checked baggage of STCR/OXYG
passenger and sending advice messages to all stations in passenger’s
itinerary.
7) Referring the presence of STCR/OXYG passenger and escort to the
captain and asking for his approval.
8) Sending message to the downline station advising the information on
STCR/OXYG passenger and escort after flight take - off.
7.3.3.4 In flight
a) After receipt of “Special Information to Cabin Crew” provided by ground
handling staff, the purser refers the presence of STCR/OXYG passenger
and escort to the captain. VAR13.025(a)(2)
b) Based on the “Special Information to Cabin Crew”, cabin crew assist
passenger and the escort to seat on assigned seat numbers, brief them on
safety on board instructions such as emergency exit usage, order of
emergency exit usage, passenger’s assistant, etc.
c) Cabin crew adjust the oxygen device or replace the existing oxygen device
with a new one in accordance with instructions on VNA‘s current
“Regulations of installation, utilization and maintenance of special service
equipments”.
d) All cabin crew members do not allow any person to connect or disconnect
oxygen dispensing equipment to or from an oxygen cylinder while any
other passenger is aboard the aircraft. VAR13.027(b)
e) In case passenger requesting accompanied cabin crew service,
accompanied cabin crew is seated next to passenger.
f) The purser is responsible for managing the set of documents on MEDA
passenger requesting STCR/OXYG service. In case of alternation of cabin
crew, this set of documents must be handed over to the next cabin crew on
duty.
g) Implement duty as mentioned in “Cabin crew safety manual”.

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PASSENGER HANDLING
h) In case of interline connection involved, the purser is responsible for

handling over the set of documents on MEDA passenger requesting
STCR/OXYG service to VNA’s representatives at arrival station.
7.3.3.5 At transfer station
1) Coordinating with ground handling unit to make all necessary
facilities or services ready.
advantages for passenger in the process of transferring/arriving at
transfer/destination station.
3) In case STCR/OXYG passenger connecting on other airlines’ flight:
i) Receive the STCR/OXYG passenger ‘s document from the cabin
crew.
ii) Hand over the STCR/OXYG passenger ‘s document to the next
carrier.
1) Arranging STCR/OXYG passenger and escort to remain in the aircraft
during connecting time. Due to safety reasons, passenger is not
allowed to use oxygen on board during transferring time.
2) In case of requirement for transferring passenger from one aircraft to
another, STCR/OXYG and escort must be the last to leave the aircraft
and must be the first to board the next aircraft.
3) After flight take-off, ground handling unit sends message to the down
line station advising the information on STCR/OXYG passenger and
escort.
7.3.3.6 At arrival station
1) Coordinating with ground handling unit to make all necessary
facilities or services ready.
advantages for passenger in the process of transferring/arriving at
transfer/destination station.
3) Mornitoring and supervising the removing and transporting stretcher
and oxgen devices to managing unit in accordance with instructions

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PASSENGER HANDLING
on VNA ‘s current “Regulations of installation, utilization and

maintenance of special service equipments”.
4) Receiving the STCR/OXYG passenger‘s document from the ground
handling unit and achieve them at the airport office.
5) In case interline connection is involved: Handing over the
STCR/OXYG passenger ‘s document to the interline carrier’s
representatives of the next interline flight.
Receiving the STCR/OXYG’s document from the purser and hand over them to
the VNA representatives at arrival station.
7.3.3.7 Measures to calculate the number of seats required for installation of
oxygen bottles.
See Annex 7B-3.

CHAPTER 7 - PASSENGERS REQUIRING 7.4/P 1
SPECIAL HANDLING
PASSENGER HANDLING INFANT, CHILD, UNACCOMPANIED MINOR Rev 02
MANUAL 21AUG2017
7.4 INFANT, CHILD, UNACCOMPANIED MINOR

7.4.1.1 Passenger under 2 years of age (Infant - INFT):
a) Itineraries wholly operated by VNA: A person who has not reached his/her
second birthday on the date of commencement of first flight is served as infant
on all segments.
b) Itineraries consist of segments operated by VNA and other airlines: A person
who has not reached his/her second birthday on the date of commencement of
each flight is served as infant/child on each segment.
7.4.1.2 Passenger from 2 and under 12 years of age (Children - CHLD): A person
who has reached his/her second birthday but not his/her 12th birthday on
the date of commencement of the first flight.
7.4.1.3 Unaccompanied Minor (UMNR): A person who has reached his/her second
birthday but not his/her 12th birthday on the date of commencement of a
segment. This passenger is not accompanied by his/her parents/guardians
or authorized adult (aged 18 years or more on the date of commencement
of a segment) on the same flight with the same flight number and same
class of service.
7.4.2.1 Conditions of acceptance
a) Conditions of INFT/CHLD passengers
i) Accompanied infant in healthy status is accepted for carriage.
ii) For prematured infant and/or infant in medical problems, medical
clearance is required as stipulated in Article 7.2 and he/she will be
accompanied by a physician/nurse specializing in pediatrics (if required).
iii) Infant under 7 days of age, prematured or unhealthy infant being fed in
oxygen tent is not accepted.
iv) Accompanying cabin crew service requires advance notice at least 3 days
before departure of itinerary containing only domestic sectors, at least 5
days before departure of itinerary involving international sectors.
v) Accompanying adult who must satisfy requirements as stipulated in
article 7.0.4.3.
b) Conditions of UMNR passengers
1) UMNR from 2 year of age up to under 6 year of age.

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MANUAL 21AUG2017
i) UMNR service and accompanying cabin crew service requires pre-

booking at least 3 days before departure of itinerary containing only
domestic sectors, at least 5 days before departure of itinerary
involving international sectors.
ii) Accepted on economy class only.
iii) Each accompanying cabin crew is allowed to travel with 01 UMNR
of from 02 to 04 years of age or 02 UMNR of from 04 to 06 years of
age.
2) UMNR from 6 years of age up to under 12 years of age
i) UMNR request must be made at least 24 hours before deparure.
ii) Accompany cabin crew service is optional.
iii) If service is required: advance booking at least 3 days before
departure of itinerary wholly on domestic sectors, at least 5 days
before departure of itinerary involving international sectors.
iv) UMNR service is accepted on itinerary with under 06 hours
connecting time.
v) Accepted on business, premium economy and economy class.
c) Passenger from 12 years of age up to under 18 years of age without
accompanying adult:
i) UMNR request is optional. If service is required, request must be made
at least 24 hours before deparure.
ii) Accompany cabin crew service is optional. If service is required: Pre-
booking at least 3 days before departure of itinerary containing only
domestic sectors, at least 5 days before departure of itinerary involving
international sectors.
iii) Each accompanying cabin crew is allowed to travel with no limitation on
the number of UMNR.
iv) Accepted on business, premium economy and economy class.
d) If INFT/CHLD/UMNR passenger is required for medical clearance:
1) Complete the procedures as stipulated in article 7.2.2.3 of this manual.
e) If UMNR’s itinerary includes stopover time more than 24 hours: UMNR shall
be accepted for carriage if his/her parents/guardians/authorized person are able
to arrange any one to meet and assist UMNR at stopover station.

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MANUAL 21AUG2017
7.4.2.2 Documents, procedures for carriage of UMNR passengers

a) Procedures can be implemented at any VNA’s Branch office or GSA.
b) Passenger can register UMNR service at VNA’s Branch Offices, GSA offices
by filling the following forms.
c) Set of UMNR documents including:
1) 03 copies of “Consent form - UMNR” (see Annex 7A – 4).
2) 05 copies of “Handling advice for unaccompanied minor” (see Annex 7A
– 5).
3) Documents for carriage of UMNR.
4) Medical clearance (if passenger is required for medical clearance – see
article 7.2).
5) Travel documents/National Identity and other documents for UMNR as
required by authorities of concerned airports.
d) Archiving of “Consent form - UMNR” form:
1) Copy 1: Kept by Branch Offices/GSA offices where request is received
and handled.
2) Copy 2: Kept by VNA representatives at departure station.
3) Copy 3: Kept in Documents for carriage of UMNR.
e) Archiving of “Handling advice for unaccompanied minor” form:
1) Copy 1: Kept by ground handling staff at departure station after handling
over of UMNR to cabin crew.
2) Copy 2: Kept by cabin crew after handling over the UMNR to the ground
handling staff at connecting station.
3) Copy 3: Kept by ground handling staff after handling over the UMNR to
the cabin crew on the onward flight or the person meeting on arrival.
4) Copy 4: Kept by cabin crew after handling over the UMNR to ground
handling staff at destination station.
5) Copy 5: Kept by ground handling staff after handling over the UMNR
the person meeting on arrival.
7.4.2.3 Contacts of units receiving and handling special services:

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MANUAL 21AUG2017

7.4.3.1 At Branch offices, GSA offices
a) Receiving and handling request for carriage of accompanied, unaccompanied
child under 12 years of age, request of accompanying cabin crew service
directly at Branch Offices or via emails.
b) Making reservation, quoting fares and issuing tickets according to current
VNA’s “Passenger Reservation and Preflight Check Manual”, “Passenger
Fares and Ticketing Manual“.
c) Instructing passenger to complete procedures as stipulated in article 7.4.2.3 of
this manual.
d) Assisting passenger to study concerned regulations of all countries, airports
involved in passenger’s itinerary.
e) Confirming the request or sending special service request to SSR center for
processing according to special service handling authorization.
f) Informing directly or via email on the conditions of carriage, confirmation,
refusal or change relating to the requested services, based on the conditions
stated in article 7.4.2 and/or reply from SSR Center.
g) In case passengers register the service at Branch Office other than the
depature point of the itinerary:
1) Branch Offices/GSA offices where request is received:
i) Implementing procedures as stipulated in article 7.4.3.1.
ii) Making reservation, quoting fares and issuing tickets;
iii) Keeping the original documents;
iv) Dispatching the information on the carriage of UMNR under 12
years of age to Branch Office located in the same city of
commencement of the itinerary.
2) VNA’s Branch Offices/GSA Offices in the same city of commencement
of the itinerary:
i) Complete the “Handling advice for unaccompanied minor” and/or
“Consent form - UMNR” in which it is clearly stated that
parents/guardians/authorized persons have signed these forms at the
request receiving location.
ii) Hand over the document set to passenger.
h) Advising directly to parents/guardians/authorised persons:
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MANUAL 21AUG2017
1) The person seeing off the UNMR at departure station and UMNR must
be present at departure station at least 2 hours before departure.
2) The person seeing off the UNMR at departure station must complete all
procedures for UMNR before departure and wait until the plane takes off.
3) The person meeting UMNR on arrival must be present at destination
station at least 30 minutes before departure.
4) The person seeing off the UNMR/ meeting UMNR on arrival must show
all necessary identity documents to certify the information as appeared in
the “Handling advice for unaccompanied minor”.
i) Clearly advising parents/guardians/authorized persons that if passenger’s
declaration (on medical status, escorts, etc.) is not true, passenger shall be
refused for carriage. VNA shall not be responsible for any unexpected cost
arisen from the refusal of carriage.
j) Instructing passenger to bring along all documents as stipulated in article
7.4.2.3 when onboard all flight with UMNR service requested.
k) If there is a schedule change or there is a request to change the confirmed
service, requesting the service and handle according to the authorization in
handling special service requests or sending request to SSR Center for
processing.
7.4.3.2 At SSR Center
a) SSR Center receives special service request from Branch Offices/GSA
Offices, handles according to the special service handling authorization
replies to requesting Branch Offices/GSA Offices.
b) In case of receipt of accompanying cabin crew service, SSR Center:
1) Sends request to Cabin Crew Division.
2) Advises Branch Offices/GSA Offices on the capability of supplying
accompanying cabin crew service, based on confirmation by Cabin Crew
Division.
7.4.3.3 At cabin crew division
Upon receipt of request from SSR Center, Cabin Crew Department sends reply on
capability of supplying accompanying cabin crew to SSR Center within 2 working
days.

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MANUAL 21AUG2017
1) Coordinating with ground handling units to supervise the preparation of

necessary facilities or services for servicing UMNR.
2) Not accepting request of UMNR of less than 6 years of age made at the
airport.
3) In case passenger requests UMNR service at the airport or the UMNR
service has been cancelled or has not been confirmed due to schedule
change reason, accepting or refusing carriage of UMNR based on the
following criteria:
i) Principles, conditions of acceptance as stated in article 7.4.2.
ii) Actual situation at the airport and departure time.
4) Refusing carriage of passenger if information of
INFT/CHLD/UMNR/passenger under 12 years of age is not as exact as
shown at check-in time, leading to ineligibility of carriage and not
meeting principles and conditions of acceptance as stipulated in article
7.4.2. VNA’s representatives refuse carriage and VNA is not responsible
for any unexpected costs arisen from the refusal of carriage.
5) Making excuse and instructing passenger to contact Branch Offices for
completing procedures according to current regulations in case service
request has been confirmed but service fails to be provided due to VNA’s
fault.
b) At ground handling unit
1) Arranging staff to assist UMNR in process of completing procedures as
soon as parents/guardian/authorized persons show sets of UMNR
documents as stipulated in article 7.4.2.2.
2) Receiving sets of UMNR documents, verifying information in the
documents, information provided by the persons seeing off the UMNR,
information of UMNR and requesting the persons seeing off the UMNR
sign their names in the signature box. The persons seeing off the UMNR
must show identity documents to be verified as those indicated in the
“UMNR Handling Information” form.
3) Seating UM according to 2.1.13
4) Attaching “UM” tag to UMNR’s checked baggage, adhere “UM” sticker
onto UMNR’s boarding pass.
5) Checking in cabin crew accompanying INFT/CHLD/UMNR as GD
cabin crew.

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MANUAL 21AUG2017
6) Clearly indicating the name, seat number and UMNR information in

“Special Information to Cabin Crew” form and handling over to cabin
crew.
7) Handling over or receiving UMNR, archieving the copies as stipulated in
article 7.4.2.2 of this manual.
8) Not being allowed to refuse carriage of UMNR and accompanying cabin
crew (if any) because of overbook reason and UMNR service has been
confirmed.
9) After flight departure, ground handling unit dispatch UMNR information
to connecting station (if any) and arrival station.
7.4.3.5 In flight
handling unit, the purser refers the presence of UMNR on board to the captain
(number of UMNR, age, seat allocation...). VAR13.025(a)(2)
b) Cabin crew based on the “Special Information for Cabin Crew” assist, instruct
passenger to seat on assigned seat numbers, advise on necessary safety
information such as emergency exit usage, order of emergency exit usage, etc.
c) Cabin crew based on the “Special Information for Cabin Crew” provide
assistance to UMNR passenger.
d) Accompanying cabin crew’s seat is next to INFT/CHLD/UMNR passenger
requesting accompanying cabin crew service. Accompanying cabin crew must
frequently take care of INFT/CHLD/UMNR passenger on all accompanying
cabin crew service required sectors.
e) Implement duty as mentioned in “Cabin crew safety manual” and other
concerned document.
7.4.3.6 At connecting station
a) VNA’s representatives ccontact ground handling unit to meet and asssist
UMNR, hand over UMNR to the cabin crew of the next filght.
b) Cabin crew and ground handling unit handover and receive UMNR passenger;
obtain the document as stated in Article 7.4.2.2 of this manual.
c) After handing over UMNR to the cabin crew, ground handling unit sending
message to down line station:
1) Connecting station(s).
2) Arrival station.
7.4.3.7 At arrival station
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MANUAL 21AUG2017
a) VNA representative observes the UMNR service.

b) Cabin crew and ground handling unit hand over the UMNR, obtain documents
as stipulated in Article 7.4.2.2 of this manual.
7.4.3.8 UMNR handling in case of changes
a) In case of passenger’s fault (e.g.: the person meeting UMNR on arrival is not
present at airport to meet UMNR, VNA is unable to contact the person
meeting UMNR, etc.)
Based on the actual situation at airport, VNA’s representatives arrange ground
handling staff or VNA’s representatives to take care of UMNR until handling
over UMNR to the person meeting UMNR on arrival, or contacting the
departure station of the commencement point of travel to return UMNR back.
Parents/guardians bear all unexpected costs arisen from caring UMNR,
returning UMNR to the departure point, meals, hotel accommodation,
transportation, etc.
b) In case of schedule change because of VNA’s fault or of force majeure
Implementing regulations stipulated in Chapter 5 and the following regulations:
1) VNA’s representatives coordinate with ground handling unit to dispatch
the irregularity advice to concerned units and
parents/guardians/authorized persons; or contact Branch Office where the
UMNR request is received and handled to advise and
parents/guardians/authorized persons.
2) If flight irregularity requires long time to handle, ground handling unit or
VNA’s airport representative dispatch advice to all concerned units,
including:
i) UMNR’s estimated arrival time and arrival location.
ii) Reasons of flight delay or divert.
iii) Telephone number and hotel address where UMNR is
accommodated, change of hotel accommodation (if any).
iv) Instructions to parents/guardians/authorized persons at departure
station/connecting station and arrival station about UMNR’s new
itinerary, contact address.
c) Other regulations on UMNR handling
1) Ground handling staff/cabin crew is always available for caring UMNR.
2) In case UMNR is accommodated in hotel: the staff assigned to take care
of UMNR must be sure that all UMNR’s checked baggage have been
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MANUAL 21AUG2017
delivered, must directly take UMNR to hotel and take care of UMNR
during hotel accommodation until handling over UMNR to cabin crew.
3) During on-duty time, the staff assigned to caring UMNR must be
enthusiastic and offer the courtesy to UMNR.

PASSENGER REQUIRING SPECIAL 7.5/P 1
HANDLING
PASSENGER HANDLING INADMISSIBLE PASSENGER Rev 02
MANUAL 21AUG2017
7.5 INADMISSIBLE PASSENGER (INAD)
7.5.1 Definitions
7.5.1.1 Inadmissible Passenger (INAD) is the passenger who is not

immigrated into a country for various reasons or not accepted for
carriage in connecting flight (because of expired passport or lack of
visa). VAR13.025(b)(6)
7.5.1.2 Inbound Carrier is the carrier carrying inadmissible passenger to a

country where he/she is not allowed to enter.
7.5.1.3 Participating Inbound Carriers are all carriers (including the inbound
carrier) involved in carrying inadmissible passenger from his last
stopover or original point to the point that he/she is not allowed to
enter.
7.5.1.4 Outbound carrier is the carrier carrying inadmissible passengers from

the point that he/she is not allowed to enter.
7.5.1.5 Participating Outbound Carrier are all carriers (including the

outbound carrier) involved in carrying inadmissible passenger from
the point that he/she is not allowed to enter.
7.5.2 Reasons:
Passengers may not be allowed to land into a country for various reasons,
depending on local regulations, for example:
7.5.2.1 Passenger does not owns legal travel documents (passport, visa,...)
without his return or onward ticket and is unable to pay for his
expense…
7.5.2.2 Passenger is refused to carry by the carrier owing to not having valid
ticket or legal travel documents...
7.5.3 The Responsibility of Carriers concerned:
Carrying inadmissible passenger may cause the following consequences:

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MANUAL 21AUG2017
7.5.3.1 Passenger may not be allowed to enter a country or continue his

travel’s itinerary.
7.5.3.2 The inbound carrier has the responsibility to return inadmissible

passenger to his original point and bear apart or the whole
transportation and other expense concerned (if any).
7.5.3.3 The inbound carrier may be fined by the local authority for its
carrying inadmissible passenger, depending local regulations.
7.5.3.4 Passenger who is refused to immigrate has to travel back to the

departure destination. If he or she is willing to take on board, he/ she
will be accept to take the flight as normal passenger. In the case, he
or she is unwilling to take on board, there must have at least one
security staff to escort one refused immigrant. The number of refused
immigrants with security escort is no more than 5 people. In case the
number is more than 5 passengers in a flight, VNA representative in
departure station inform Security Department by fax or SITA
message to fulfill CAAV’s approval procedure in 2 working days.
The detailed refers to 4.12 of Aviation Security Manual. VAR13.
025(a)(1)
7.5.3.5 Unaccompanied or Accompanied Travel
a) In general, INADs travel without being accompanied.

b) INADs need to be accompanied if:
1) The INAD physically resists carriage.
2) He has already been denied transportation by another airline.
3) There is any sign he might endanger the safety of the flight or
passengers.
4) Unaccompanied INADs may also be refused at any stage.
7.5.3.6 Refusal
a) If an INAD ressists transportation or gives rise to the assumption that
he/she will be the source of annoyance to other passengers or crew
members, then only accept him/her according to the procedure for DEPA.
b) Refuse the carriage of deportees or inadmissible passengers if they are
likely to:
1) Involve any risk to the safety of the flight.
2) Involve any hazard or risk to himself, other passengers or crew
members.
3) Cause discomfort or make himself objectionable to other passengers.
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4) Require special assistance from ground or in-flight staff.
7.5.4 Handling Procedures:
These following procedures will be applied when VNA is Inbound Carrier.
7.5.4.1 At Booking Offices:
a) Booking staff must carefully check all passengers’ travel documents to

ensure that these documents are met the requirements for entry, transit
countries within passenger’ itinerary based on the information indicated
in Travel Information Manual (TIM) or reservation system’s TIMATIC.
Remind passenger to obtain or complete necessary documents to
minimize the number of inadmissible passengers at the point of entry or
transfer.
b) Booking staff must warn that passenger must carrying necessary

document for travel. Passengers should prepare and complete themselves
necessary travel documents. Information from VNA is considered only
the instructions to assist its passengers; therefore, VNA will not take the
liability if this information is incorrect or not updated.
c) Ticket and Document: Procedures related to writing and issuing ticket,

document (if any) for SSR, MAAS, WCHC, accompanying cabin crew
service is executed according to VNA’s current “Passenger Ticketing
Manual”.
7.5.4.2 At Departure Station
a) Check-in staff or VNA representative must carefully check all

passenger’s travel documents to ensure that these documents are met the
requirements for entry, transit countries within passenger’s itinerary based
on the information indicated in Travel Information Manual (TIM) or
reservation system’s TIMATIC to ensure that the passenger will not be
refused in transit or arrival station.
b) Passenger will be refused to carry if his travel documents do not meet the
conditions or requirements to transit, or enter a certain country in his
itinerary.

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c) If passenger’s travel documents are considered illegal or doubtful, the

station manager at the station will have the right to take possible options
or make final decision, however, the following procedures should be
applied in such case:
1) Inform passenger about his travel documents and indicate that he

will have to pay for all expense arising from the journey.
2) Passenger is required to sign on “Irregularity of Travel Document”

form (sample in the last of this section) in order to waive VNA’s
liability.
d) “Irregularity of Travel Document” form is used for the following

purposes:
1) It will be used as the evidence to lighten VNA’s liability if passenger

is not allowed to enter at a certain point.
2) It shows that the passenger has been advised by the carrier about his
travel documents.
3) Enable the carrier to possibly recover the expenses concerned in case

of necessity.
e) “Irregularity of Travel Document” form contains 2 copies as follows:
i) Original copy for departure station record.
ii) The second copy is enclosed together with flight documents.
f) The station manager at departure station has the responsibility to inform

stations concerned about the passenger’s travel document after closing
out, reminding arrival station to collect “Irregularity of Travel Document”
form when the aircraft arrives.
7.5.4.3 At the point where passenger is not allowed to enter:
a) Assist arrival passengers:

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1) Based on the actual situation, the following procedures may be

applied to assist inadmissible passengers at intermediate or arrival
station:
i) Meet and assist passenger to complete required documents or

procedures of local authority, such as: instruct them to go to
medical or quarantine center/authority...
ii) Contact with passenger’s relatives/friends or his
consulate/embassy (at the region) to sponsor him.
iii) In certain cases, station manager may send the Letter of

Guarantee to local immigration department upon the acceptance
of that authority to sponsor the passenger.
2) In case of failing to give passenger all the assistances above,

Passenger will be treated as inadmissible passenger.
b) Inadmissible passenger handling procedures:

1) Where passenger is not allowed to enter, the station manager has the
responsibility to receive the “Letter of Refusing Admission” issued
by local authority together with his illegal travel documents
(originals or copies), sending these documents to the arrival station
manager to keep as the evidence to identify the liability of the
carriers or persons concerned.
c) Booking: VNA must book reservation for return flight to the departure
station and choose reasonable flight of VNA.
d) Ticketing:
1) Carefully check inadmissible passenger’s ticket, if the passenger

holds the ticket covering the whole itinerary, including denied
entering point, this ticket is possibly used for his proceeding travel,
even the ticket may have restrictions, such as: minimum stay, fare
validity... (Such restrictions may be waived). In the
“Restrictions/Endorsements” (or Fare calculation) box, it must be
indicated “Restrictions waived due Inadmissible passengers”.
2) If inadmissible passenger’s ticket does not cover the whole itinerary

(from denied entering point), VNA has to issue ticket as the
following principles:
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i) Issue the ticket to the passenger’s original final destination.

ii) If the passenger is not allowed to enter at the above final
destination, he will be reissued ticket to his original point.
iii) At denied entering point, if the passenger is required to transfer
to a certain point (by local authority), the inbound carrier will
ticket the passenger according to the required itinerary.
iv) The code “INAD” must be entered after his name on the ticket.
3) If VNA is unable to issue ticket for the passenger due to any reason,
other carrier may be required to issue the ticket. However, VNA will
have the responsibility to collect all expenses concerned from the
passenger.
4) When VNA issue a new ticket for passenger, the following

principals will be used:
b) The whole itinerary in VN back to the last stopover or departure or a

new certain pint.
c) The applicable fare basis in the market in which passenger was

refused will be applied.
d) Passenger’s unsued ticket will be refunded.
e) Fare Collection:
1) If the station manager at denied entering station is unable to collect a
part or the whole of the haulage owing to the law, governmental
regulations or the passenger is unable to pay for him, the VNA
station manager at arrival station will have the responsibility to
collect the charges.
2) In case of having more inbound carriers, the above unpaid haulage

will be shared among the inbound carriers concerned based on their
proportion of the carriage in accordance with the regulations
indicated in “IATA Revenue Accounting Manual”.
f) Extra charges:
1) Inadmissible passengers must pay himself all cost and charges for
the duration of waiting for rerouting flight.
2) In case INAD passenger can not afford such cost and be old people
or child, VNA responsibility consider to finance some necessary
services like food and accommodation during the time of waiting.
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g) Document handling: at denied entering point, station manager has the

responsibility to make the report of inadmissible passenger situation and
then send it to VN Finance Department for settlement. The report
includes:
1) 01 copy of “Letter of Refusing Admission” issued by local authority.

2) 01 copy of outbound ticket (if any).
3) 01 copy of issuing ticket request if VN does not issue ticket for
inadmissible passenger.
4) Documents concerning arisen expense to provide services for
inadmissible passenger.
h) Assist inadmissible passenger to check-in for outbound itinerary:

1) The VNA representative has the responsibility to assist inadmissible
passenger to complete immigration procedures and keep his passport
(original or copy), after that sending it together with the “Letter of
Refusing Admission” to the purser who will transfer them directly to
VNA’s arrival station manager.
2) Inadmissible passenger will be embarked the aircraft before other

passengers and disembarked last. The passenger is served and treated
as other passengers.
3) If the inadmissible passenger is violent or, in the assessment of the

station manager, is likely to pose a security risk to the aircraft, crew
and other passengers, then the procedures for handling a deportee
must be followed (see section 7.6 - Deportees).
4) Informing sections concerned:
i) Captain and purser of the flight carrying the inadmissible

passenger must be informed the case through “Special
Information to Cabin Crew” form. VAR13.025(a)(2)
ii) Representatives/station managers of carriers concerned must be

informed about the inadmissible passenger so that they can
prepare necessary steps to due with the situation. The
information must include the followings:

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e) If the passenger’s itinerary is online: Name and address of the

inadmissible passenger; Denied entering reason; Inbound ticket
form and serial number; Date and inbounds itinerary; Outbound
ticket form with serial number and final destination; The
amount of money must be collected and the sum has been paid
by the passenger; The date and flight number of the flight on
which passenger will arrive at the final destination.
f) If the passenger’s itinerary is interline outbound one, the

corresponding outbound carriers will be informed the
followings: Name and address of the inadmissible passenger;
Denied entering reason; Inbound ticket form and serial number,
itinerary with corresponding carriers; The haulage or any
expense must be collected from the passenger; Outbound ticket
form and serial number, itinerary with corresponding carriers;
Other special request.
i) Report: station manager at denied entering station has the responsibility to

inform (by telex) sections concerned about the case as the following
addresses: Marketing Service Department; The station manager of
original departure airport. The report must be contained the following
information:
1) Full name, nationality, permanent residence address of inadmissible

passenger (if any).
2) The date and flight number of the flight on which passenger arrives
at denied entering station.
3) The date and flight number of the flight on which passenger leaves
the denied entering station.
4) Denied entering reason.
5) Inbound ticket form and serial number, itinerary with

corresponding carriers.
6) The amount of money has been collected from the passenger (if
any).

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7) Outbound ticket form and serial number, itinerary with

corresponding carriers.
7.5.4.4 At arrival station:
a) Cabin crew handover the inadmissible passenger together with his

passport and the “Letter of Refusing Admission” to the
representative of the carrier at arrival station.
b) Station manager at arrival station escorts the passenger to

immigration counter/office and handover him to local immigration
office. The station manager should collect all unpaid expense from
the passenger.
c) If inadmissible passenger continues to take another flight at the

station, the representative of the inbound carrier will handover the
passenger together with his documents concerned to the
representative of the following participating carrier.
d)
IRREGULARUTY OF TRAVEL DOCUMENT
I, ___________________________ holder of passport No. _______________________

and ticket No.__________________for travel on flight _______________________ on
_________________________ from _____________ to ____________________hereby
acknowledge as follows:
(1) that Vietnam Airlines (VNA) has drawn my attention to the fact that *I
do not possess a valid visa / travel document to the port of destination
/my travel document has expired and /or is not valid for travel /my health
papers are not in order and has inform me that these irregularities have to
be put right before the said travel should be undertaken;
(2) that I nevertheless, appreciating the full consequences, elect to travel as

scheduled on the abovementioned flight;
And I agree to be responsible for and hereby undertake to indemnify and hold harmless
VNA, its servants and agents from and against any all cost, expense, delay, damage, claims
and proceedings arising directly or indirectly out of or as consequence of my election to
travel on the abovementioned flight.

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I further agree not to make any claim whatever against VNA and shall in addition reimburse
VNA for any expenses incurred by VNA as a result of any such irregularity including
payment of return passage should such return be made of VNA services.
Date this ____________ day of ______________ __________
____________________ ______________________
WITNESS PASSENGER
Name: _______________________________________
Address: _____________________________________
_____________________________________________
_____________________________________________
* Delete as necessary

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7.6 DEPORTEES
7.6.1 Definition
7.6.1.1 Deported passenger is a person who has immigrated into a country

legally or illegally but then is requested to depart from the country by the
local authorities. VAR13.025(b)(6)
7.6.1.2 Criminal (accused, defendant, and prisoner) is person who has violated
the criminal law and is being moved from a one local to another local or
is extradited according to the international extradition agreement that
Vietnam has participated in. VAR13.025(b)(6)
7.6.2 Acceptance for carriage. VAR13.025(a)(1)

7.6.2.1 General principles:
a) In general, the authority, where deported passenger, has the responsibility to

grant the ticket at applicable fare for the passenger unless it is contrary to
applicable law or governmental regulations.
b) The carrier has the right of being informed about the deportee (including the
reason of the case) in order to prepare necessary steps to due with the
situation and ensure the safety and security of its passengers and personnel
and be entitled:
1) To request deporting country to provide the escort to accompany the

deportee. The escort has to buy ticket at applicable fare, or
2) The document of deportee with escort is kept by the escort. In the case
the deportee without escort, representative of VNA/ground staff is
responsible for keeping and handling over the deportee’s passport and
all relating document to Purser.
3) Refuse to carriage deportee, criminals if there is a suspicion of unsafe
and insecurity to the flight.
4) The final decision of carriage is made by the flight captain.
5) Transferring a deportee from a country to a certain point is not the
obligation of a carrier.
7.6.2.2 Limitation for carriage deportee and criminal in flight:
a) If the deportees don’t volunteer to return their country, each of them shall be
escorted by at least one security staff, there much be no more than 5 deportees
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for each flight. In case the number is more than 5 passengers in a flight, VNA
representative in departure station must inform Security Office at least 2
working days before departure for approval.
b) For passenger who is criminal, there must have at least one security escort to
one criminal. There must have no more 3 criminal passengers per flight.
7.6.3 Handling Procedures.
7.6.3.1 At booking office
a) Reserve seat for the deportee’s final destination. If other carriers operate any
leg in passenger itinerary, booking staff must inform the next carrier of
AIRIMP “DEPA” or “DEPU” according to regulations of current “Passenger
Reservation Manual”.
b) It is no need to confirm DEPA or DEPU service if the deportee is willing to

onboard as usual passenger. In case it is needed to escort deportees or to
clarify some information of
c) Booking staff send Deportee request message to Safety and security

Department to be settled.
d) After receiving acceptance for carriage, booking staff must remind enter code
“DEPA” (accompanied deportee) or “DEPU” (unaccompanied deportee) after
the passenger’s name when issuing the ticket.
7.6.3.2 At departure station:

a) The deportee’s seat must be allocated in the rear of the cabin, but not directly
adjacent to emergency exit. In case of the deportee travelling with the escort,
allocate seats according to 2.1.13
b) The captain and purser of the flight must be informed about the deportee
through “Special Information to Cabin Crew” form VAR13.025(a)(2)
c) Deported Passenger and his escort must enter before and leave after other
passengers.
d) In case of unaccompanied deportee, station manager/duty ground staff has the
responsibility to keep and handover the deportee’s passport together with the
copy of “Order of Deportation” form issued by the local authorities to the
purser.
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e) Inform sections concerned the followings:
1) Full name of the deportee with code “DEPA” or “DEPU”
2) The whole of the deportee’s itinerary, corresponding flight numbers and

carriers, with or without escort person.
7.6.3.3 In flight:
Should not serve deported passenger and escort (if any) any alcoholic drink and
instrument that can be used as a weapon to create dangerous to other passenger.
7.6.3.4 At arrival station:

a) Upon arrival, Cabin Crew handover the deportee (in case of unaccompanied
deportee) together with his passport and “Order of Deportee” form to the
station manager.
b) The station manager at arrival station escorts the deportee to immigration

counter/office and hand over him to that local immigration office.
c) If the deportee continues to take another flight at the station, the

representative of the carrier wills handover the passenger together with his
concerning documents to the representative of the following participating
carrier.
d) Representative of arrival station will inform the following participating

carrier at intermediate stations, if possible.

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7.7 HANDLING DEAD PASSENGER
7.7.1 Definition
Passenger is considered dead onboard when the following symptoms and
diagnosis are found:
a) Passenger is considered breath stop.
b) Pupils dilate.
c) Pulse stops.
7.7.2.1 In-flight:
a) Cabin Crew immediately decides to take appropriate action to assist the

passenger as well as to encourage others who have medical knowledge and
experience to give helps onboard.
b) Cabin Crew has to consecutively update the information about the passenger's
health condition to the captain of the flight. Based on the actual situation, the
captain has the right to decide whether to return original airport or to land at
alternative/destination airport.
c) Information about the passenger's health condition should not be released to

other passengers onboard except the passenger's accompanies.
d) If passenger is considered dead onboard, cabin crew immediately inform the

captain of the flight and then the captain will inform (through Air traffic
control center) station manager and ground handling company concerned for
necessary assistance on arrival of the aircraft. The information includes:
1) Flight number, sector, aircraft register.

2) The full name of the passenger.
3) Nationality.
4) Date of birth.
5) Resident address.
6) Departure/Arrival station.
7) Passenger's companion (if any).
e) With the assistance of cabin crew, the captain makes the report about the
passenger on "Passenger's health irregularity report". Symptoms and diagnosis
before and after the passenger's death must be remarked. The signatures of
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two passengers on the flight as the witness of the situation must be made.
(MEDIF report form is contained in cabin crew's document envelope). This
report is sent together with other documents of the passenger (Waiver of
responsibility, MEDIF...). The report (contains 5 copies) includes:
1) The first copy is sent to Local Police Station.

2) The rest copies are sent to: Local Medical Office, Station manager at
arrival airport, Cabin Crew and Operation Control Center.
f) Cabin Crew must keep passenger's items related to the death (if any), such as:
meal, drink.
g) Cabin Crew may change seats for other closed passengers (if seat available)
instead of moving the dead passenger.
h) Cabin Crew has the responsibility to keep and itemized passenger's valuables
with the witness and signature of accompany passenger or passenger of the
flight if passenger travels alone. Information must be included: The witness'
name, address, passport number and his itinerary.
7.7.2.2 At arrival airport/involuntary arrival airport:
a) Upon receiving the information from the captain of the flight, station manager
informs sections concerned about the dead passenger, such as:
1) Local police office.
2) Airport authority.
3) Medical office at airport
4) Appropriate Embassy, Consulate or High Commission, if the passenger
is a foreigner.
5) Dead passenger's family.
b) Station manager and duty cabin crew create favorable conditions for Medical
Office as well as Local Policen to complete necessary procedures conforming
to customs of the region or the country where the incident occurs. Medical
Office at airport is the organ has the right to draw the conclusion on the
passenger's death.
c) Station manager has the responsibility to cooperate with duty cabin crew to
move corpse of passenger from aircraft to ground. Station manager informs
ground handling company to assist ( if necessary)

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d) Station manager informs ground handling company or sections concerned at

arrival airport to clean or disinfect the dead passenger's seat area.
e) If relatives of dead passenger are not present at the airport, station manager
completes necessary procedures (instead of dead passenger’s family), such as:
receive death certificate. On behalf of Vietnam Airlines, station manager shall
visit the died passenger’s house, send wreaths and amount of money equal to
1.000.000VND (for inside of Vietnam) or $ 100 (for outside of Vietnam) as
regional tradition (if any).
f) Station manager has the responsibility to inform (by SITA message) station
managers concerned to cooperate and solve the situation based on actual
situation, sending reports abnormal case Headquarter (Foreign Office ,
Marketing Services Department, Legal Department) not later than 24 hours
after the incident. Message and report include the following content: Flight
number, aircraft register, passenger information (name, age, gender,
nationality, ID number or passport number, address, contact number of
passenger or relatives), a summary of the abnormal case.
g) Cabin Crew hand over all dead passenger's valuables and his baggage to
Local Police Office together with itemized list and record of evidence.
h) The captain of the flight will have the responsibility to complete the above
procedures if arrival airport does not have station manager.
7.7.2.3 Passengers' dead on the ground
a) Duty ground staff immediately informs Vietnam Airlines station manager

and airport authority to give first aid when finding any irregular evidence of
passenger’s health condition during ground handling (in the places, such as:
airport terminal, ramp service area, car, car step, bridge). Ground handling
section has the responsibility to assist and provide necessary facility and
personnel (staff and means) to transfer the passenger to hospital.
b) When the death occurring during ground handling, Vietnam Airlines station
manager has the responsibility to inform the following sections and
departments:
1) Airport authority.
2) Local Police station.

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3) Customs office (if the passenger’s baggage is required to complete

customs procedure)
4) Immigration office (in case of passenger taking international flight).
5) Medical center at airport.
6) Embassy/Consulate of the country that the passenger is its citizen
7) The relative of death person
8) Vietnam Airlines Headquarter
c) Station manager has the responsibility to make “Passenger’s health irregular
report” (sample at the end of this section). The report (2 copies) must be made
and signed by the representative of airport authority and two witnesses:
1) The first copy is kept by airport authority
2) The second copy is kept by station manager
d) Station manager has the responsibility to cooperate with police and customs
office (if any) to make the list of the passenger's valuables and baggage with
the signature of the station manager, police and customs officer (if any).
e) Station manager at airport seals all the passenger’s valuables and baggage
(including his checked baggage, if any) and transfers them to police or
customs officer, if any (report must be made, in such case).
f) Station manager at airport keeps the passenger's items related to his death (if
any), such as: meal, drink... (In order to transfer the items to sections
concerned to inspect them in case of necessity)
g) Station manager and crewmembers has the responsibility to create favorable

conditions for sections concerned (air medical office, local police station and
other authorities) to complete necessary procedures conforming to the
customs of the region (where the incident occurs) to draw the conclusion on
the death.
h) If relatives of dead passenger are not present at the airport, station manager
completes necessary procedures: receive death certificate. (instead of dead
passenger’s family), On behalf of Vietnam Airlines, station manager shall
visit the died passenger’s house, send wreaths and amount of money equal to
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1.000.000VND (for inside of Vietnam) or 100 USD (for outside of Vietnam)

as regional tradition (if any).
i) Station manager is responsible for informing (by SITA message) station

managers at airports in the passenger's flight schedule to cooperate and solve
the situation based on actual situation, sending abnormal reports to the
Headquarter (Foreign Office , Marketing Services Department, Legal
Department) no later than 24 hours after the incident. Message and report
include the following content: Flight number, aircraft register, passenger
information (name, age, gender, nationality, ID number or passport number,
address, contact number of passenger or relatives), a summary of the
abnormal case.
j) Station manager asked the relative of passengers to sign a waiver of liability

(in case of out of VNA’s responsibility). The waiver shall include: Passengers
information, flight number, the time the passenger died, conclusion from
health authorities, the content of waiver of liability for carrier from the
passenger's relative.
7.7.2.4 Note:
In all cases of passenger’s death and then the relative of passenger moves corpse
of passenger to another location for the funeral/visitation, station manager must
notify the VNA’s representative at the location that the corpse is moved or hand
over by fax/ email or Sita to representatives at the arrival airport if there is not
VNA representative office at this location. In the emergency case, station manager
must call directly to the operating department of concerning section. The hand over
must be completed immediately after moving the corpse to new area. Managers of
the concerning section are required to be reported and have responsibility the
handover process in accordance with regulations. Station manager at arrival airport
to receive document and visit to the family of dead passenger.
7.7.3 Insurance regulation:
7.7.3.1- Liability insurance
VNA will not be covered when the passenger dies on the ground. There are two
following cases for passengers died on the flight:
a) The case that is under insurance liability: In the case of passenger death due to
fault of Vietnam Airlines such as: fault of Vietnam Airlines staff,/ technical
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equipment on the airplane and on the ground, due to the impact of natural
conditions in the flight or by the service, the product provided by Vietnam
Airlines to passenger. The costs incurred will be considered buy insurer to
cover compensation for all eligible, reasonable and legal costs in the
settlement process for passengers, including emergency expenses, medical
treatment costs in hospital, costs for emergency landing of aircraft (additional
fuel, ground handling) and other expenses (if any).
b) The case that is not under liability insurance: In the cases of passenger's death
due to the passenger's health, existing potential disease, or other reasons
caused by passenger. Incurred costs will not be insured and will be calculated
to the cost of the Vietnam Airlines. However, expenses for an emergency
landing of aircraft (additional fuel, ground handling) will be covered by
insurance.
c) The determination of the cause of the death will be made at the time medical
section of the landing airport identifies the cause of passenger's death if all
information is clear. If information is unclear, the causes of passenger's death
will be determined as soon as the forensic report.
7.7.3.2- Insurance documentary:
a) Time for sending record: VNA representative shall have responsibility to

collect documentary and send to the Legal Department (Insurance Division)
no later than 30 days after the incident.
b) Content of records of insurance (in case of insurance liability), including:
1) An application for compensation by relatives of passengers who are
authorized or legitimate heirs of passenger's death
2) Minutes of the problems with Vietnam Airlines for the passengers (to be
insured).
3) Passenger tickets (copy).
4) Passenger manifest
5) The costs related documents to prove the loss of passengers.
6) Notice of death of passengers, and other medical documents of the
medical section.
7) Letter of authorization of the passenger or his legal successor for a
lawyer and/or his representative.
8) Information concerning flight: Aircraft register number, aircraft type,
flight number, flight routes, and time of departure.
9) Passenger information: Name, age (year of birth), gender, nationality, ID
card or passport number, address / telephone number of passengers or his
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relatives, representatives or authorized persons or heirs at law of the

passengers.
10) The documents for additional fuel, ground handling costs (due to forced
landing (the responsibility of insurance or liability insurance).

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BÁO CÁO VỀ TÌNH TRẠNG SỨC KHỎE BẤT THƯỜNG CỦA HÀNH KHÁCH TRÊN
CHUYẾN BAY
PASSENGER’S HEALTH IRREGULARITY REPORT
Ngày tháng năm Số hiệu chuyến bay/Chặng bay

Date Flight No. /Sector
Họ tên hành khách Giới tính
Name of the passenger Sex
Quốc tịch Ngày sinh
Nationality Date of birth
Số hộ chiếu Số chứng minh nhân dân
Passport No. I.D. Card No.
Địa chỉ hành khách
Permanent address
Hành trình của khách Tình trạng của chuyến bay
Passenger’s journey Flight condition
Số giờ bay từ khi hành khách lên máy bay Độ cao của tàu bay
Hours from embarkation Altitude of aircraft
Dấu hiệu và triệu chứng của khách
Significant conditions
Xử lý của tiếp viên Xử lý của Bác sĩ (nếu có)

Treatment/action taken by cabin crew Treatment/action taken by Doctor (if any)
Thời gian chính xác khi khách tắt thở/ngừng Thứ, ngày tháng năm
mạch/ giãn đồng tử Day, date
Precise time when breath/ pulse stops/ pupils
dilate
Họ tên và chữ ký của tiếp viên trưởng Họ tên và chữ ký của cơ trưởng
Operating Purser’s name and signature Captain’s name and signature
Họ tên và chữ ký của người làm chứng 1 Họ tên và chữ ký của người làm chứng 2
The first witness ’s name and signature The second witness ’s name and signature

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MANUAL
BIÊN BẢN VỀ TÌNH TRẠNG SỨC KHỎE BẤT THƯỜNG CỦA HÀNH KHÁCH
TRONG QUÁ TRÌNH PHỤC VỤ MẶT ĐẤT
PASSENGER’S HEALTH IRREGULARITY REPORT
Ngày tháng năm Nơi xảy ra bất thường

Date Place
Name of the passenger Sex
Địa chỉ hành khách Hành trình của khách
Permanent address Passenger’s journey
Dấu hiệu và triệu chứng của khách (Nguyên nhân nếu có)
Significant conditions (Cause if any)
Xử lý của Đại diện HKVN Xử lý của cơ quan y tế sân bay

Treatment/action taken by VN’ representative. Treatment/action taken by airport’s helth
service
Thời gian chính xác khi khách tắt thở/ngừng mạch/ giãn đồng tử (Nếu khách chết)
Precise time when breath/ pulse stops/ pupils dilate (In case passenger dead)
The first witness’s name and signature The second witness’s name and signature
Nhà chức trách sân bay (Ký và đóng dấu) Đại diện VNA (Ký và đóng dấu)
Airport Authority (Sign and stamp) Vietnam Airlines Rep. (Sign and stamp)

HANDLING
PASSENGER HANDLING UNRULY PASSENGERS Rev 02
MANUAL 21AUG2017
7.8 UNRULY PASSENGERS
Refer to VNA’s Security Manual.

CHAPTER 7 - PASSENGER REQUIRING ANNEX 7/P 1
SPECIAL HANDLING
PASSENGER HANDLING ANNEX Rev 02

MANUAL 21AUG2017
ANNEX 7A-1
MEDICAL CLEARANCE FORM PART I – MEDIF I
PART I - Answer ALL questions.

To be completed by - Put a cross “X” in “YES” or “NO” boxes.
PASSENGER - Use BLOCK LETTERS when completing this form.
A Passenger ‘s full name: Male Female Age:.........
Itinerary:
Flight No……….....Class......................Date................................. Origin…….................................Destination…..........................................
B
MEDIF II needed?
C Nature of Medical Condition/Incapacitation: No Yes
D Is stretcher needed on board? No Yes
Intended Escort ‘s full name:.................................................................................................... Male Female Age:.........

E Professional qualification:................................................................................................(If untrained, state: “TRAVEL COMPANION”).
Telephone/Moble phone:....................................................................................................................................................................................
If passenger with vision/hearing impairment, please state if escorted by trained dog? No Yes
Wheelchair services by Vietnam Airlines needed? Own wheelchair? No Yes
No Yes If YES, wheelchair type:
If YES, service type: 1.Collapsible Không Có
F To boarding gate/ to aircraft step 2. Power driven Không Có
To aircraft door 3. Spillable battery Không Có
To seat and inflight 4. Other type, specify:.......................................................................
Ambullance needed? No Yes (Passenger/Escort is responsible for making all ambullance arrangements)
Ambullance company contact:
G Origin contact:............................................................................................................... Telephone/Moble phone:...........................................
Destination contact:....................................................................................................... Telephone/Moble phone:...........................................
If YES, specify below and idicate for each item:

(a) The ARRRANGING airlines or other organization
Other ground arrangement needed? No Yes (b) At WHOSE expense, and
(c) CONTACT addresses/phones where appropriate or whenever
specific persons are designated to meet/asssist passenger.
1. Arrangements for drop-off delivery No Yes
at DEPARTURE airport. Details:
H
2. Arrangements for assistance No Yes
at CONNECTION point. Details:
3. Arrangements for pick up No Yes
at ARRIVAL point. Details:
4. Other requirement No Yes
or relevant information. Details:
Special In-flight arrangements needed? If YES, describe and indicate for each item:
No Yes (a) Special service type and segment(s) on which required.
(e.g:special meal, special seating, extra seat, medical equipments(*), assistances with (b) Airline – arranged or arranging third party.
I medications,special baggage…)
(c) At whose expense
Details:...............................................................................................
(*) Provision of special equipment such as oxygen etc. always require completion of Part
II. See NOTE at the end of Part II.
PASSENGER ‘S DECLARATION
I take note that, if acccepted for carriage, my journey will be subject to the general conditions of carriage/tariffs of Vietnam Airlines and
J that Vietnam Airlines does not assume any special liability exceeding those conditions/tariffs. I am prepared, at my own risk to bear any
consequences which carriage by air may have for my state of health and I release Vietnam Airlines, its employees, servants and agents
from any liability for such consequences.
Address Date Passenger or authorized person ‘s signature and full name

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MANUAL 21AUG2017
ANNEX 7A – 2

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MANUAL 21AUG2017
ANNEX 7A – 3
USEFUL INFORMATION TO PASSENGER REQUIRING WHEELCHAIR SERVICES
Dear Passenger,
Vietnam Airlines’ wheelchair service is the service offered to disabled or reduced mobility
passengers (hereinafter refered as “Passenger”) travel on Vienam Airlines operating flights.
Vietnam Airlines arranges staff and uses highlift cars, loading bridges, other specialized
facilities, etc. to assist passenger to ascend/descend steps, to/from the aircraft and to/from their
seat.
In fact, above mentioned specialied facilities are not available at some departure and arrival
station (*). In these case, Vietnam Airlnes’ ground handling staff and passenger‘s escort (if any)
assist passenger to ascend/descend steps.
Your kind understanding is highly appreciated. Thank you and have a good flight.
(*) List of airports are not equipped specialied facilities:
Cat Bi airport – Hai Phong, Tho Xuan – Thanh Hoa, Vinh airport – Nghe An, Phu Bai - Hue,
Dong Hoi airport – Quang Binh, Phu Cat airport – Quy Nhon, Tuy Hoa airport – Phu Yen, Lien
Khuong – Da Lat, Pleiku Airport – Gia Lai, Buon Me Thuot airport – Dac Lac, Can Tho airport –
Can Tho.

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MANUAL 21AUG2017
ANNEX 7A – 4
CONSENT FORM - UMNR GIẤY ỦY QUYỀN – TRẺ EM ĐI MỘT MÌNH
I the undersigned parent or guardian authorize Vietnam Airlines to Tôi, người ký tên dưới đây, là cha mẹ hoặc người giám hộ đồng ý ủy quyền
carry minor (full name) cho Vietnam Airlines vận chuyển trẻ em (ghi họ, đệm, tên)
......................................................................................................... ..........................................................................................................................
on Vietnam Airlines’ flight(s). trên (các) chuyến bay của Vietnam Airlines.
I confirm that I have arranged for the above mentioned minor to Tôi cam đoan rằng tôi đã thu xếp những người có tên trên đưa đón trẻ em
be accompanied to the airport on departure and to be met at có tên trên tại điểm khởi hành, điểm nối chuyến và điểm đến. Người đưa
transfer point by the persons named. These persons will remain at đón trẻ sẽ ở lại sân bay cho đến khi máy bay cất cánh và có mặt tại sân bay
the airport until the flight has departed and/or be available at the theo giờ hạ cánh dự kiến của chuyến bay.
airport at the scheduled time of arrival of the flight.
Nếu trẻ em trên không được đón tại điểm nối chuyến, điểm đến như dự
Should the minor not be met at transfer point or destination, I định, tôi ủy quyền cho Vietnam Airlines hoặc (các) nhà vận chuyển khác
authorize the carrier(s) to take whatever action they consider liên quan toàn quyền làm các việc mà họ cho là cần thiết để bảo vệ an toàn
neccessary to ensure the minor's safe custody including return of cho đứa trẻ, kể cả việc đưa đứa trẻ quay trở lại sân bay khởi hành ban đầu.
minor to the airport of original. I agree to idemnify and reimburse Tôi đồng ý miễn trừ trách nhiệm và bồi thường, hoàn trả cho Vietnam
the carrier(s) for the cost and expenses incured by them in taking Airlines và (các) nhà vận chuyển liên quan các chi phí phát sinh do việc
such action. thu xếp các việc cần thiết trên.
I certify that the minor is in possession of all travel documents Tôi xác nhận rằng trẻ em trên có đầy đủ giấy tờ tùy thân hợp lệ (hộ chiếu,
(passport, visa, health certificate, etc.) required by applicable laws. thị thực, chứng nhận sức khỏe...) Tôi cam đoan rằng những thông tin cung
I agree to and minor named above and certify that the information cấp trên đây là chính xác.
provided is accurate.
Full Name/Họ, đệm, tên:
Singature/ Chữ ký
Date/Ngày, tháng, năm:

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MANUAL 21AUG2017
ANNEX 7A – 5
PHIẾU VẬN CHUYỂN TRẺ EM ĐI MỘT MÌNH

HANDLING ADVICE FOR UNACCOMPANIED MINOR
TÊN TRẺ Giới tính NGƯỜI ĐƯA TRẺ ĐẾN ĐIỂM KHỞI HÀNH CHỮ KÝ
EM Sex PERSON MEETING OFF ON DEPARTURE SIGNATURE
MINOR’S Tên/Name
FULL NAME
Ngày sinh Date of birth Tuổi Age Điện thoại Phone No
TÊN CHA MẸ PARENT’S NAME Số chứng minh/Hộ chiếu Identify card/Passport No.
Địa chỉ Address Địa chỉ Address
Điện thoại Phone No
TÊN NGƯỜI GIÁM HỘ GUARDIAN’S NAME NGƯỜI ĐÓN TRẺ TẠI ĐIỂM ĐẾN CHỮ KÝ
PERSON MEETING ON ARRIVAL SIGNATURE
Địa chỉ Address Tên/Name
Điện thoại Phone No
Chuyến bay Flight NgàyDate Từ From To Đến Điện thoại Phone No
Số chứng minh/Hộ chiếu Identify card/Passport No.
Địa chỉ Address
Airline staff in charge of minor whilst in their custody (Signature, Name, Department)
Ground staff
Ground staff at departure Cabin crew on 1st flight Ground staff at transfer Cabin crew on 2nd flight
at arrival

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MANUAL 21AUG2017
ANNEX 7A – 6
WAIVER OF RESPONSIBILITY
Passengers’s full name: ..................................................................................................... ................................................

Pasport/Identify card number: ..........................................................................................................................................
I hereby consent that I have been informed about the results of the travel and/or carriage of passenger and baggage
by Vietnam Airlines due to the conditions specified below:
(Select the appropriate box):
1. Health status; current or mental or physical state of Passenger which may involve any hazard
of risk to crew, passengers, baggage on the same flight.
Specify:............................................................................................................................ ...................
2. Conditions on documents, security, customs immigration required by airlines or at airports,

nations in the whole routing.
Specify:..................................................................................................................... ...........................
3. Feature, internal material of the baggage; baggage packing.

Baggage tag number: .................................................................................................................... ......
4. Conditions of animal’s health, documents, kennel required by airlines or at airports, nations in

the whole routing.
Description of animal (weight, age, color, species, health state, offensiveness, pregnancy ...):
.............................................................................................................................................................
5. Other conditions:
Specify: .................................................................................................................... ..........................
Flight information:
Flight number Date From To

I agree to release and discharge Vietnam Airlines, their agents, officers and employees from any and all liability
which may be consequential as the result of the travel and/or carriage of passenger and baggage by Vietnam Airlines
as specified above.
I further agree to indemnify and hold Vietnam Airlines any and all action, claims and proceeding against VNA by
any third party or parties including all costs, losses, damages, charges and expenses incidental thereto which may be
suffered by Vietnam Airlines as the result of the travel and/or carriage by Vietnam Airlines specified above due to
condition specified below and any possible consequence thereof.
Date: ................................................
Signature and full name of Signature and full name of passenger/parents/authorized person
Vietnam Airlines’ representative

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MANUAL 21AUG2017
PHỤ LỤC 7A – 7
GUIDANCE TO THE PHYSICIAN
* Conditions involving in air travel:

Civil aircraft fly at an altitude of 7.000-12.000 meters through the stratosphere at almost the
speed of sound 900km per hour. At high altitude where barometric pressure is much lower than
on the ground, aircraft cabin is mechanically pressurized during the flight. The cabin air pressure
during the cruise is maintained at equivalent to that of 1.500-2.000 meters height mountain top.
Particularly, cabin air pressure changes greatly during 15-30 minutes after take off and before
landing. Therefore, it should be noted, in diagnosing the incapacitated passengers, that the
following conditions will be produced in aircraft cabin:
1. Comparative low pressure in the aircraft cabin: as air pressure become lower, internal gas in
human body expands. The gas trapped in the body and which does not get discharged expands
during the flight. This may put pressure on affected parts or internal organs and may cause pain
and/or breathing difficulty.
2. Comparative low oxygen concentration: Passengers (patients) having problem with respiratory
organs, heart, cerebral blood vessel and serious anemia will be influenced by decreasing oxygen
concentration in the high altitude. Also women in the late stage of pregnancy and new born
babies may be affected.
3. Light turbulence (could cause uneasy felling)
4. The safety and control of other passengers to be considered.
5. In spite of the foregoing, the fact that in some occasions, the passenger may have to be carried
when the saving of the passenger’s life is involved.
* Guiding principles in deciding whether or not a person is physically and mentally fit to
travel by air:
Persons under following conditions are generally considered unfit for air travel on Vietnam
Airlines:
1. Those suffering from severe and critical heart disease: e.g. severely decompensated cardiac
failure, cyanotic conditions or myocardial infraction (those who had an attack within the past 6
weeks are not acceptable even if the infraction was minimal).
2. Those suffering from severe disease or lesion of respiratory organs, which cause severe
dyspnea, those patients with entrapped gas such as a recent spontaneous preumothorax or who
may has residual air in nerve system after medical examination such as encephalopneumography
or ventriculography; deep sea divers are not acceptable for air travel within 24-48 hours of a deep
dive or working in scuba room.
3. Those with lesions that may cause reiterate hemoptysis, hematemesis, melena, vomiting or
severe groaning.
4. Those with cerebral apoplexy (those who had an attack within pas 4 weeks are not acceptable).
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MANUAL 21AUG2017
5. Those with large mediastinal tumors, extremely large unsupported hernias, intestinal
obstruction.
6. Those with cranial diseases, cephalic lesions resulted in increased intracranial pressure, fracture
of the skull and those with recent fracture of the mandible with permanent wiring of the jaw.
7. Those who have severe anaemia with Hemoglobin level less than 8g/dl.
8. Those suffering from severe otitis media and sinusitis with blockage of the Eustachian tube.
9. Those who have not completely recovered from surgery (because of insufficient time for the
wounds to close) of head, chest or abdomen: within 10 days of simple abdominal operations and
21 days of chest surgery; or women in the immediate afterbirth.
10. Person obviously under the influence of alcohol, drugs or other narcotics; those mentally ill
and medical condition is unstable, who may be hazardous to others and/or to themselves.
11. Recent cases of poliomyelitis at any time unless special arrangements are made with the
carrier.
12. Person with skin diseases that are contagious or repulsive in appearance or smell that may
cause discomfort to other passenger.
13. Persons who are suspected or suffering from infectious diseases: e.g. cholera, dysentery,
typhoid fever, paratyphoid fever, eruptive typhoid, smallpox, scarlet fever, diphtheria, plaque,
epidemic meoningoencephalitis, Japanese encephalitis, active tuberculosis (infectious) or any
other epidemic infections or any contagious diseases are not acceptable for air travel.
14. Infant within 07 days of birth.
15. Pregnant women beyond the thirty-second week.
* Note: However, with a particular case, if the medical condition or the state of health of the
person is considered stable and the attending/examining physician certifies the person fit for
air travel with prognosis and escorted by an attending physician who is responsible for take
care patient, he/she may be assessed by the airline for acceptation for air travel

CHAPTER 7 – PASSENGER REQUIRING ANNEX 7/P 9
SPECIAL HANDLING

MANUAL 21AUG2017
ANNEX 7A-8
HANDLING ADVICE FOR PASSENGERS WITH REDUCED MOBILITIES

Vietnam Airlines always do our best to help disabled passengers that need assistance. Please
inform our branch offices of any special assistance you may require while travelling with us.
The following information outlines a number of the services that Vietnam Airlines offers
customers with a disability. If our passengers travel with mobility aids, we have attached a check
list of questions which will assist us to ensure that your journey is as smooth as possible. This
brochure can be accessed and downloaded from website vietnamairlines.com
1. Let us assist you
- If you would like assistance during your travel with us, let us know the level of assistance
you require at the time of booking.
- If you book via vietnamairlines.com, contact your local Vietnam Airlines branch office
immediately after you have made your booking to advice us of any specific requirements.
- Passenger with disability generally do not require medical clearance that they are not fit
for travel. However, if you require more information on whether you require medical
clearance, please access vietnamairlines.com or call Vietnam Airlines Branch office.
2. Check in time
You are advised to come to the airport early with sufficient time to check-in with priority boarding
service and have your wheelchairs and/or supportive devices well-packaged and checked.
- At least 1 hour prior to departure for domestic routes.

- At least 2 hours prior to departure for international routes.
*We offer special check in counter “Special Service Counter” at some airports.
Passenger with disability will not be allocated an exit row seat due to civil aviation safety regulations.
You are requested to sit upright in a straight-back seat with seat belt fastened. Flight attendants
will assist you between your seat to and from the aircraft lavatory. At your request, our cabin
crew can help you write your embarkation form if you fly on international routes
3. Priority boarding service
Vietnam Airlines offers priority boarding for passengers with physical challenges Please contact our
staff near the gate for this service.
- Vietnam Airlines offers priority boarding for passengers with disabilities. Please contact
our staff near the gate for this service. Passengers must be at the boarding gate at least 40
minutes prior to departure. At some airports such as London Heathrow (UK), Paris

SPECIAL HANDLING

MANUAL 21AUG2017
Charles De Gaulle (France) , Frankfurt (Germany) … passengers must be present at the

boarding gate at least 60 minutes prior to departure.
4. In the Cabin
 You are requested to sit upright in a straight-back seat with seat belt fastened. (*)
 Flight attendants will assist you between your seat to and from the aircraft lavatory.
 Flight attendants on international routes can help you write your embarkation form.
Important information:
While our cabin crew will do everything possible to provide assistance to passengers during the
flight, please note that we are unable to provide passengers with any assistance for personal care
needs such as feeding, elimination functions including assistance inside the lavatory or other
personal care needs. Additionally, cabin crew are trained only in FIRST AID and are NOT
PERMITTED to administer any injection or medication.
Special meals
If you have meal preference, please request Special Meal upon reservation.
5. Upon Airport Arrival

Vietnam Airlines offers with a wheelchair at the arrival airport. Our airport staff or your
escort will help to physically carry you down the stairs upon boarding and deplaning the
aircraft, if requested.
- On arrival, at your request, we can assist you with flight connections and baggage
transfer.
- At some airports, specialied facilities are not available at some departure/destination.
Vietnam Airlnes’ ground handling staff assist passenger to ascend/descend steps, to/from
the aircraft and to/from their seat.
6. Mobility Aid Services
Vietnam Airlines offers the following Mobility Aid services:

- Service for passengers who are blind or vision impaired – free of charge;
- Service for passengers who are deaf or hearing impaired – free of charge;
- Service for passengers who are using wheelchair – free of charge;
- Accompanying cabin crew service – fee applied.
7. Travelling with companion and supportive devices
Travelling with an escort
Passengers with disabilities are highly recommended to travel with an escort. Please let us know
if you travel alone or travel with your companion at the time you make reservation.
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MANUAL 21AUG2017
Travelling with a service dog
A service dog for disabilities is accepted free of charge. If passenger is accompanied with seeing
eye dog, let us know at the time of booking.
Travelling with supportive devices
Walking aids such as canes and crutches can be carried onboard. These need to be small enough
to be stowed under your seat or in the overhead compartment, not to protrude into any seating
row floor space or main aisle.
Travelling with your wheelchair
Vietnam Airlines accepts wheelchair you are using free of charge. Please advise us information
upon your reservation.

SPECIAL HANDLING

MANUAL 21AUG2017
ANNEX 7B – 1
1. Authorization on Handling Special Service on VNA operating flight:
SPECIAL SERVICE HANDLING AUTHORIZATION

VNA SSR
CODE CASE BRANCH CENTER
OFFICES
Accompanied passsenger x (automatic)
1. BLND Unaccompanied passenger x (automatic)
Accompanied cabin crew service x
2. BSCT x (automatic)
Accompanied passsenger x (automatic)
3. DEAF Unaccompanied passenger x (automatic)
4. EXST x
Special service not required or
5. MEDA x
WCHR/WCHS/WCHC request only
6. OXYG x
Special service not required or
x
7. PREG WCHR/WCHS/WCHC request only
8. SPML x (automatic)
9. STCR x
10. UMNR From 6 years of age up to under 18 years of age x
From 2 years of age up to under 6 years of age x
11. WCHC x
12. WCHR x (automatic)
13. WCHS x
14.WCHR/
WCHS/ Accompanied cabin crew service x
WCHC

SPECIAL HANDLING

MANUAL 21AUG2017
SPECIAL BAGGAGE HANDLING AUTHORIZATION

VNA BRANCH SSR
No CODE
CASE OFFICES CENTER
1 AVIH x
2 PETC x
3 CBBG x
Weight does not exceed 32kg and/or
x
4 BULK size is within limitation
Weight and/or size are over limitation. x
x
5 BIKE size is within limitation
x
6 SPEQ size is within limitation
Weight does not exceed 32kg and/or x

Personal
7 size is within limitation
wheelchair
2. Authorization on Handling Special Service on VNA marketing flight: Send request to

Marketing Service Department.

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MANUAL 21AUG2017
ANNEX 7B- 2
DEPLOYING SPECIAL SERVICE IMPLEMENTATION
SPECIAL SERVICES
CODE CASE
1. BLND Accompanied cabin crew service
2..DEAF Accompanied cabin crew service
3. MEDA Accompanied cabin crew service
Syringes and over 6 cm hypodemic needles used onboard
4. OXYG and/or STCR
Accompanied cabin crew service

5. PREG
6. UMNR Accompanied cabin crew service
7. WCHC Accompanied cabin crew service

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MANUAL 21AUG2017
ANNEX 7B – 3
MEASURES TO CALCULATE THE NUMBER OF SEATS REQUIRED FOR

INSTALLATION OF OXYGEN BOTTLES
Step 1: Based on indications by the physician in MEDIF II advising of the liters of oxygen
per minute flow rate and on the details of passenger’s itinerary, reservation staff shall
calculate the number of oxygen bottles required on each flight, following the below
formula:
Number of (liters of oxygen/minute) x (usage time) x 60 minutes) x 120%

oxygen bottles =
(round up) Oxygen volume
Usage time includes flight time, transit time, boarding time (30 minutes) and unboarding
time (30 minutes).
Step 2: Compare the result obtained from step 1 with the table below. The result in step 1
cannot exceed the maximum number of bottles allowed per individual aircraft type.
Table 1
MAXIMUM NUMBER OF OXYGENS CARRIED ON BOARD
IN CABIN
AIRCRAFT TYPE
(number of bottles)
B787 12
B777 07
A350 18
A330 07
A321 07
ATR72 07
Step 3: Calculate the number of seats required to install the obtained number of oxygen
bottles, referring to the below table:

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MANUAL 21AUG2017
Table 2
MAXIMUM NUMBER OF OXYGEN BOTTLES ALLOWED TO INSTALL
IN ONE SEAT
AIRCRAFT TYPE NUMBER OF BOTTLES

B787 02
B777 02
A350 02
A330 02
A321 03
AT7 03
Step 4: Calculate the number of seats required for OXYG passenger:

Number of seats for OXYG = Number of seats used by OXYG passenger +
passenger Number of seats for installation of oxygen bottles
Step 5: Make reservation according the result obtained from step 4.

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MANUAL 21AUG2017
ANNEX 7 B – 4
MEASURES TO CALCULATE THE NUMBER OF SEATS REQUIRED FOR
INSTALLATION OF STRETCHER
Step 1: Check the aircraft type operated on requested flight.
Step 2: Obtain the number of seats required for installation of stretcher based on the table
below:
Table 3
NUMBER OF SEATS REQUIRED FOR STRETCHER INSTALLATION ON
VNA’S AIRCRAFTS
Quantity of seats for
Aircraft type
stretcher installation
B787 7
B777 9
A350 9
A330 6
A321 8
AT7 6

CHAPTER 8 – PASSENGER NEED EXTRA
PASSENGER HANDLING HANDLING SERVICES
MANUAL
CHAPTER 8
PASSENGER NEED EXTRA
HANDLING SERVICES
SPECIFIC SERVICES 8.1/P1
THROUGH CHECK-IN PASSENGER Rev 01

PASSENGER HANDLING
MANUAL 15MAR2017
8.1. THROUGH CHECK-IN PASSENGER

8.1.1 Definition
8.1.1.1 Through Check-in (TCI) procedure: is check-in handling procedure at
departure airport for passengers with more than 2 sectors in one itinerary
on the same airlines.
8.1.1.2 Interline Through Check-in (ITCI) procedure: is check-in handling
procedure at departure airport for passengers with more than 2 sectors in
one itinerary on at least 2 different airlines.
8.1.2 Application criteria:
8.1.2.1 TCI procedure: Passengers and baggage are checked-in to final
destination. All Boarding Pass for each sector are issued to passengers
and baggage are delivered to the final destination.
8.1.2.2 ITCI procedure:
a) Connecting within SkyTeam members:
1) Passengers check-in only once at the departure airport for 02
connecting flights between 02 SkyTeam airlines with maximum of 03
connecting points
2) Baggage could be checked-in to final destination.
b) Connecting with non-SkyTeam members:
1) If passengers have many connecting points, passengers are only
checked-in to the second connecting point of the itinerary.
2) Baggage could be checked-in to final destination.
8.1.3 General application conditions
8.1.3.1 Through check-in procedure for connecting flight’s passengers is only
applied when DCS system at departure airport possibly link with DCS
system of transfer airport on passenger’s itinerary
8.1.3.2 The authority’s regulations permit of through check-in.
8.1.3.3 Passengers hold tickets with confirmed seat and special service (if any)
for the whole itinerary
8.1.3.4 Passengers have legal and sufficient personal documents for their final
destination.


PASSENGER HANDLING
MANUAL 15MAR2017
8.1.3.5 Connecting time

a) Minimum connecting time is enough at the intermediate airport;
b) Connecting within a day/ or on the following day but not over 24 hours
c) On the previous day, there is no connecting flights (exclusive of stop over
flights)
8.1.3.6 At intermediate airport: Arrival and departure point of the connecting
flight must be at the same airport.
8.1.3.7 Excess baggage are paid for the whole itinerary
8.1.3.8 If passengers hold separate tickets:
a) Passengers shall be checked to intermediate point
b) Checked-baggage shall be checked through to the final destination
8.1.4 Procedure
8.1.4.1 At departure airport
a) VNA Representatives
Check the number of passengers with connecting sectors on the out coming
flights (outbound connection). Inform the number and services request to
Ground Handling Company.
1) Check-in for passengers and baggage as stated No. 8.1.3 above.
Remind passengers of using boarding pass for the following sectors at
connecting points and airport where passengers receive their baggage.
2) If passengers hold separate tickets: Ground staffs inform passengers of
checking following connecting sector and declaring baggage tag
(don’t receive their checked-baggage) at transfer counter at transfer
airport.
3) Send relevant messages as required to following transfer airports.
8.1.4.2 At transfer airport
Check the number of through check in passengers. Inform the number and
services request to Ground Handling Company

PASSENGER HANDLING
MANUAL 15MAR2017
1) Check passengers’ boarding pass for the following sector in

correspondent with passengers list sent from departure airport.
2) Send relevant messages as required to following transfer airports (if
any)
3) If passengers hold separate tickets: Ground staffs check-in following
connecting sector and upgrade information passengers’ checked-
baggage (passengers don’t receive their checked-baggage) at transfer
counter.
8.1.5 List of airlines with ITCI contract
Look up information into Sabre system

PASSENGER NEEDS EXTRA HANDLING 8.2/P1
SERVICES
Rev 01
PASSENGER HANDLING NO-MEAL SERVICE 15MAR2017
MANUAL
8.2 NO MEAL SERVICE
8.2.1 Standards
8.2.1.1 No-meal passenger could be accepted on last minute although not

have booking before.
8.2.1.2 Except meals on the flight will not be supplied, no-meal passenger
will get other service as a common passenger during the flight.
8.2.2 Applying scope:
8.2.2.1 Applying to all passengers, except:
a) Passenger(s) over 60 years old
b) Children under 12 years old
c) Pregnant women
d) Heart/cardiac patient, blood pressure, digestive problems, nervous

disease...
8.2.2.2 Applying to passenger (s) on route as follows:
a) Domestic route
b) International route had flight time under 03 hours (based on season

schedule of time table)
8.2.3.1 Accepting no-meal passenger
a) Accepting no-meal passenger must be follow handling procedure at last

minute.
b) In regularly, no-meal passengers only handled in obliged situation when

extra ordering meals could lead to delay the flight and the last minute
passenger agreed with no-meal during the flight.

SERVICES
Rev 01
MANUAL
c) When accepting no-meal passengers, VNA representative need to explain

clearly about services which will be given to the passengers on the flight:
excepting meals on the flight, beverage and other service not changed.
d) VNA representative instruct passenger fill in “No-Meal Service Form”

(see form below) and require the passenger to read carefully information
before signing.
e) No-Meal Service Form made in triplicate, in which:

1) The first one: for VNA representative
2) The second one : for Passenger
3) The third one: for Purser of the flight
No-Meal Service Form must be completed by no-meal passenger and having

signing of VNA representative and passenger.
f) No-Meal Service Form will be kept in Noi Bai Operation Center, Tan Son
Nhat Operation Center, Middle Regional Office, Local Representative
Office and Worldwide Representative Office to solve passenger’s
complain if it is necessary.
8.2.3.2 Input no-meal passenger information
a) After accepting no-meal passenger(s), VNA representative inform check-

in staff to do check-in procedures.
b) Check-in staff remind no-meal passenger of sitting on the proper seat

which had been printed in boarding pass. All situations that make the
passenger sit on the wrong seat (ex: another passenger sat the seat or the
passenger(s) give up seat to children, etc) must be informed to Cabin
crew.
8.2.3.3 Informing to Cabin crew
a) In order to create favorable for crew consulting/lookup no-meal

passenger(s), ground handling staff should fill in “General information of
No-meal Passenger” (see form below) and attach it to “singed No-meal
Service Form” .
b) Content of “General information of No-meal Passenger” form include:

Passenger’s full name, seat no, other attention (if necessary). After
SERVICES
Rev 01
MANUAL
completing check-in, ground handling staffs fill in “General information

of No-meal Passenger“ form and then forward the form to Cabin crew.
8.2.3.4 Service of Cabin crew
a) Based on content filed in “General information of No-meal Passenger”

form, cabin crew specify the passenger’s seat and pay attention it when
giving meal to passengers.
b) Crew mind beverage and other service for no-meal passenger not
changed.
c) When passenger(s) comment, crew explains gracefully to passenger.

Crew only presents signed “No-meal Service Form” to prove Vietnam
Airlines be true if real necessary.
8.2.3.5 Serving no-meal passenger on the irregular flight
Accepting no-meal passenger aim to satisfy best demand of last minute

passengers, however, in case of having irregular flight (delay, cancel, landing
force, rerouting, etc), no-meal service handled as follows:
a) Ordering extra meal for the passenger if having time enough.
b) If meal on the flight must be given to passenger on the ground that

leading to no-meal passenger not given the same meal, VNA
Representative could order other meal for no-meal passenger. However,
VNA Representative (s) should inform to handling staff and no-meal
passenger aim to avoid the passenger realizing difference.

SERVICES
Rev 01
MANUAL
PHIẾU CAM KẾT KHÔNG SỬ DỤNG DỊCH VỤ SUẤT ĂN

NO MEAL SERVICE FORM
TÊN HÀNH KHÁCH

PASSENGER’S FULL NAME
ĐỊA CHỈ ĐIỆN THOẠI
ADDRESS TEL NO
QUỐC TỊCH SỐ HỘ CHIẾU
NATIONALITY PASSPORT NO :
SỐ HIỆU CHUYẾN BAY NGÀY
FLIGHT NO DATE
SỐ GHẾ
SEAT NO
ĐIỂM XUẤT PHÁT ĐIỂM ĐẾN
FROM TO
THỜI GIAN LẬP PHIẾU
REPORTING TIME
NGÀY THÁNG LẬP PHIẾU
DATE
Với lý do tôi không đặt chỗ trước và làm thủ tục sát giờ. Để được thực hiện chuyến bay
của Hãng hàng không Quốc gia Việt nam, tôi xin cam kết :
Due to last minute acceptance, passenger (s) agree to the following :
 Không sử dụng dịch vụ suất ăn của Vietnam Airlines trong toàn bộ hành trình bay
Any kind of meal service during the flight not be given to the passenger
 Vietnam Airlines sẽ không chịu bất kỳ một trách nhiệm nào liên quan đến việc tôi
không sử dụng suất ăn trên chuyến bay nêu trên
Vietnam Airlines shall not be claimed for any reason related to meal service not given to
the passenger
Đại diện của Vietnam Airlines Họ tên và chữ ký của khách

Vietnam Airlines Representative Passenger’s Name and Signature

SERVICES
Rev 01
MANUAL
GENERAL INFORMATION OF
NO-MEAL PASSENGER
No No-meal passenger Seat number Note

SPECIFIC SERVICES 8.3/ P1
PASSENGER HANDLING INTERNATIONAL – DOMESTIC V.V TRANSFER Rev 01

MANUAL ASSISTANCE ON PRIORITY FLIGHTS. 15MAR2017
8.3 INTERNATIONAL – DOMESTIC V.V TRANSFER ASSISTANCE

ON PRIORITY FLIGHTS
8.3.1.1 Flight scope:
Flights operated by VNA, travelling between VietNam and England, Russia,
France, Germany, Australia, Japan, Korea, Indonesia and China (Beijing) and
having connecting points at HAN/DAD/SGN to final destinations at
SGN/DAD/HAN and vice versa.
8.3.1.2 Connecting time:
Flights having scheduled connecting time at HAN/DAD/SGN less than 5
hours.
8.3.2 Standard
8.3.2.1 At departure airport:
Passengers and their baggage are checked through.
8.3.2.2 At connecting airport HAN/DAD/SGN:
Passengers receive their baggage, at conveyor belt, do customs clearance by
themselves, send those checked baggage to ground staffs and move to lounges
for next connecting flight.
Notes: For flights departing from HAN/SGN and connecting at SGN/HAN:
Passengers are not required to do customs clearance unless airport authorities
request.
8.3.3 Procedure
8.3.3.1 At depature airport
a) Ground staffs check passengers’ identity document related to itineraries’
destinations as requested by airport authorities at arrival airports.
b) Passengers receive two boarding pass when checking-in: One for a
domestic flight and the other for a international flight or vice versa.
c) Baggage tags are checked to the destination as mentioned at 8.3.1 above.
d) Ground staffs intruct passengers to receive their baggage and do customs
clearance at connecting airport and send those checked baggage to ground
staffs.
8.3.3.2 In-flight:

SPECIFIC SERVICES 8.3/ P2
PASSENGER HANDLING INTERNATIONAL – DOMESTIC V.V TRANSFER Rev 01

MANUAL ASSISTANCE ON PRIORITY FLIGHTS. 15MAR2017
Before the flights land at connecting airports, the flight attendants provide
information to passengers about their actions of claiming their checked
baggage and doing customs clearance at connecting airports.
8.3.3.3 At connecting airports at HAN/DAD/SGN
a) Ground staffs intruct passengers to receive their baggage and do customs
clearance at connecting airport.
b) Passengers receive their check baggage, then do custom clearance and
transfer them after completion to ground staffs.
c) Ground staffs receive checked baggage after completion of customs
clearance and move passengers to check-in area for next connecting.
d) Ground staffs intruct passengers to move to lounge for next connecting
flights.

SPECIFIC SERVICES 8.4/P 1
ASSISTANT SERVICE FOR ALL PASSENGER AT

PASSENGER BUSINESS COUTER ON PREFERENTIAL FLIGHTS Rev 01
HANDLING MANUAL 15MAR2017
8.4 ASSISTANT SERVICE FOR ALL PASSENGER AT

BUSINESS COUNTER ON PREFERENTIAL FLIGHTS
This manual is not applicable.

SPECIFIC SERVICES 8.5/P 1
Rev 01
PASSENGER HANDLING ADVANCE SEAT REQUEST SERVICE 15MAR2017
MANUAL
8.5 ADVANCE SEAT REQUEST SERVICE

Refer to “Passenger Reservation and Preflight Check Manual”

SPECIFIC SERVICES 8.6 / P 1
PASSENGER HANDLING LANGUAGE OF DESTINATION Rev 01

MANUAL ASSISTANCE SERVICE 15MAR2017
8.6 LANGUAGE OF DESTINATION ASSISTANCE SERVICE
8.6.1 Criteria:
8.6.1.1 At check-in area, transit area, boarding area: there are staffs that are
always ready to assist passengers on language of destination point.
8.6.1.2 On the flights: broadcasts are made in English and in language of

destination point.
8.6.2 Scope of application:
8.6.2.1 Applying flights: international flights with more than 6 hours of

flying time to Russia, France, and Germany.
8.6.2.2 Scope of application:
a) Applying airports: NBA and TSN.
b) Destination language assistance:

1) Flights to Russia: Russian
2) Flights to France: French
3) Flights to Germany: German
8.6.3 Offices in charge and Job description:
8.6.3.1 Offices in charge:
a) VNA representative (NOC, TOC): has at least 01 executive on duty/ 1

flight;
b) Ground Handling Company (VIAGS NBA/TSN): has at least 01 staff for

all positions including outside counters, check-in, supervisor, transit and
boarding/1 flight
c) Air stewardess: has ability to broadcast in English and in language of

destination (in case of not using automatically broadcast).
8.6.3.2 Job description: “fluency on language of destination” is added to job

criteria of executive on duty of NOC/TOC; customer service agent,
SPECIFIC SERVICES 8.6 / P 2
PASSENGER HANDLING LANGUAGE OF DESTINATION Rev 01

MANUAL ASSISTANCE SERVICE 15MAR2017
check-in, supervisor, transit and boarding of VIAGS NBA/TSN; air

stewardess of Cabin Crew Department
8.6.4 Procedures:
a) Before departure time:
1) VNA representative at the airport: briefing with ground handling

company and request them to arrange sufficient staff to assist
language of destination for passengers as regulated.
2) Ground handling Company: prepare and arrange sufficient staff to

assist language of destination for passengers as regulated.
b) During check-in process at the airport:
1) Staff on duty assists language of destination for passengers at

assigned area.
2) During the check-in process, VNA representative at the airport

participates in assisting language of destination for passengers as
duty and responsibility of VNA representative at the airport.
3) Destination language assistance for passengers include:

i) Identify passengers who need language of destination assistance
(passengers speak only language of destination, can not speak
Vietnamese, English and have difficulties in check-in
procedures at airport).
ii) Communicate with passengers in language of destination in
order to assist passengers or help other staff to communicate
with passengers in language of destination to ensure sufficient
services to passengers.
c) On the flight:
1) Broadcast in language of destination as regulated.
2) Assist passengers in language of destination when passengers can

not speak Vietnamese or English during service time.

PASSENGER HANDLING ONLINE CHECK-IN Rev 02

MANUAL 21AUG2017
8.7 ONLINE CHECK-IN

8.7.1 Eligible passenger
8.7.1.1 Apply for passengers who have their bookings confirmed or e-tickets
with ready status.
8.7.1.2 Web check-in will not be available for the following cases:
a) Passengers who request special needs (except for special meals)
b) Passengers who are deportee, inadmissible.
c) Passengers who travel with infants under 02 years.
d) Passengers who travel on flights operated by other airlines
e) Passengers who travel on code-share flights between Vietnam Airlines
and other airlines and these flights are operated by other airlines.
8.7.2.1 Web check-in is available for flights departed from airports which are
using Sabre check-in system and the first segment must be operated by
VNA.
8.7.2.2 The detail information of airports using web check-in is listed on
VNA’s official website.
8.7.3 Condition
8.7.3.1 Passengers can check-in online with any device connecting to the
Internet and accessible to VNA’s official website
8.7.3.2 Web check-in is available for passengers from 24 hours to 02 hours
prior to estimated time departure.
8.7.3.3 Passengers only check through (TCI) for maximum three segments.
8.7.3.4 Passengers can check-in for a group (no limited passengers), but only
allow maximum 09 passengers for once. System allows check-in for
children (CHLD).
8.7.3.5 Web check-in is available from 24 hours to 2 hours before scheduled
departure time of each flight for rounded trips.
8.7.3.6 Passengers can change their seats after completing web check-in.
8.7.3.7 After passengers enter their first name, departure airports and
reservation code or FFP card numbers or ticket numbers, the system
will link directly to the flight that has already opened for checking in
Sabre system. Since then, passengers can choose their seats, input FFP


MANUAL 15MAR2017
8.7.3.8 card number (if not completed in above steps) and print the boarding
pass to complete the procedure.
8.7.3.9 Passengers can print boarding pass by themselves after completing the
procedure. The boarding pass’ formats are as:
a) PDF (directly print from devices or send to the email).
b) JPG (send to email if passengers want to use on their devices).
8.7.4 Airport Procedures
8.7.4.1 Before flight
a) VNA representative
1) Check list of passengers who already checked in Sabre system.
2) Brief to ground handling company staffs before the flight.
3) Arrange instruction signages to location of online check-in counters.
b) Ground handling company
1) Instruct passenger to online check-in counters for boarding pass and
baggage confirmation or changing to traditional boarding pass before
entering common lounge area.
2) For each flight or each common check-in area, at least 01 online
check-in counter is arranged separately in order to confirm boarding
pass and baggage.
8.7.4.2 Check-in procedure
a) Check-in staffs check passengers’ boarding pass printed in A4 (for web
check-in passengers) or e-boarding pass (for mobile check-in passengers)
and identity documents. Specifically, they will have compare contents on
boarding to those on the systems.
b) Do the followings after completing checking procedure:
1) For A4 printed boarding pass
2) After cross checking information, check-in staff seals “Controlled”
on A4 printed boarding pass of passengers, signs (or write staff
code) and writes down gate number on the A4 printed boarding pass.
3) Seal “Controlled” on :
+ The upper part of A4 boarding pass paper (Agent copy)
+ The lower part of A4 boarding pass paper and (Customer
copy). Seal carefully, avoid sealing on other information.

MANUAL 21AUG2017
4) After finishing sealing, signing and writing down gate number on

boarding pass paper, check-in staffs update passenger’s information
into edit area AA to distinguish passengers have been certified and
passengers have not (present) at confirmation boarding pass
counters.
5) In case passengers finished web check-in procedures but not yet
print boarding pass from home, check-in staff check their related
information as: Identity documents, purchasing proofs of VNA
tickets (passengers itineraries or reservation code or ticketing
number etc) and process as usual (follow “ Electronic ticket
checking introduction”). If all the requirements are fulfilled, check-
in staffs print boarding pass for passengers.
6) For e-boarding pass: At online check-in counters, check-in staffs
print boarding pass from system and give to passengers. After that,
passengers go to lounge area and on board flight as usual.
c) Passengers who have used a self-service check in facility may drop their
checked baggage at Baggage Drop-off counter. Procedure for carry on,
checked baggage and policy below is applied:
1) Review the boarding pass and pull up the passenger data in the
check-in system.
2) Verify identity and travel document, assess carry-on baggage, and
accept checked baggage.
3) Add baggage information and any SSR’s to the DCS if required and
apply any related fees.
d) For online checked-in passengers, the normal procedure of VNA is using
the boarding pass printed in A4 paper from the system, confirming
boarding pass and passengers as usual. However, at some international
airports, airport authorities do not accept the A4 boarding pass paper
printed from the systems. For this airport, when completed procedures on
the web check-in, passengers self-printed A4 boarding pass paper. When
to the airport, passenger goes to web check-in counters and check in staff
will print new boarding pass from system to replace the A4 boarding pass
paper. After that, passengers go to lounge area and on board flight as
usual.
8.7.4.3 At boarding gate


MANUAL 21AUG2017
a) For airports with the barcode card reader machines at boarding gate,
check-in staffs use the reader to check barcode on A4 boarding pass
paper, passengers’ information will be automatically updated to system.
For the airports that do not have barcode card reader machines, proceed to
enter information into the system.
b) Boarding will be checked as usual.
Note: For flights having transfer point, online check-in passengers only have
one boarding pass to the final destination. In this case, at airport transit, based
on stock of boarding pass, ground handling company made the change
boarding pass for passengers.
8.7.5 Irregular Handling
a) Online check-in passengers do not show up at the airport at the closing
time of check-in counter: (the passengers do not at the counter position,
do not in queue): Check in staff will offload passenger from the flight.
b) Online check-in passengers want to change the seat position at the airport
1) For passengers print boarding pass: Check-in staff check the seat
availability on flights as requested, receive back current boarding
pass and print new ones for passengers.
2) For passengers show boarding pass on their devices: Check-in staff
check the seat availability on flights as requested and print new ones
for passengers.
c) Online check-in passengers with children as INFT
1) Check-in staffs check passengers’ seat for the availability of oxygen
mask
2) If there is no oxygen mask in requested seat, check-in staff must
inform to passengers and process to change seat.
d) Online check-in passengers on aircrafts which are changed configuration
1) Check-in staffs check all online check-in passengers on old aircraft
configurations.
2) Check-in staffs reserve seat for all the above passengers on new
aircraft configurations.
e) Online check-in passengers on aircraft that has been down configuration
(number of seat on new aircraft is less than the old one)


MANUAL 15MAR2017
1) If the time receive information the aircraft has been down

configuration is the time all passengers have completed check-in:
Procedure to select denied boarding passengers as usual.
2) If the time receive information the aircraft has been down
configuration is the time all passengers have not completed check-in:
Reserve seat for online check-in passengers on new aircraft
configuration.
f) Online check-in passengers wants to change flight date, itinerary… before
departing time of the flight
1) When having passenger requirement, booking staffs contact to VNA
representatives at the airports to require offload passengers on check-
in system.
2) VNA representatives require ground handling company to offload
passengers on check-in system. Then, passengers’ tickets status will
be changed from “Checked-in” to “OK”.
3) After passenger ticket has been changed to “OK” status, booking
staffs check passengers’ tickets as usual.
Note: Booking staffs directly contact to VNA representatives at the airports to
inform the passenger information.
8.7.6 For domestic flights
Passengers who complete online check-in procedure for domestic flights (both
web/mobile check-in) are eligible to skip check-in counter (no seal
“Controlled” on boarding pass or change to traditional boarding pass).
Passengers can go directly to airport security areas. Other passengers who need
to be verified their payment cards or listed in Black List will be checked in
common lounge area in case of without baggage (announcement form in
VNA’s Annoncement Manual)
Passengers with checked baggage will have to visit Baggage Drop-Off
counters for baggage procedure.
8.7.6.1 Irregular handling
a) Online check-in passengers do not show up at the airport on time:
Passengers shall be accepted for travel if presenting at boarding gate late
than 15 minutes prior to departure time.
b) For flights which depart earlier than estimated departure time:
1) For passengers who received notifications and present at airports at
new departure time: Staffs will implement usual procedure

MANUAL 21AUG2017
2) For passengers who did not receive notifications and present at

airports at old departure time:
3) Staffs summarize a list of passengers who completed online check-in
procedure but have not present at boarding gate and handle them to
VNA representatives to follow Irregular Handling – Passenger
Handling Manual ( for flights departing earlier)
4) Boarding staffs announce to passengers and follows Irregular
Handling – Passenger Handling Manual and Announcement Manual.
c) Passengers who request for bonus miles at boarding gates because they
forget to enter their FFP numbers during procedure: Staffs at boarding
gate instruct passengers to contact Lotus Miles Centre
d) Passengers who have unverified credit cards: If there is enough time for
passengers to purchase new tickets, VNA representatives will have to
instruct passengers to purchase new tickets as regulations. If there is not
enough time (flights may be delayed), VNA representatives will have to
instruct passengers to purchase new tickets as regulations and move
passengers to next flights.
e) Passengers who have a flight number, flight date as same as a current
flight but their names are not available in boarding system: VNA
representatives will check the causes and cooperate to security staffs in
necessary cases.
f) Passengers who are in black list (forbidden to fly): Inform the reasons to
passengers and proceed to offload them.
g) Passengers who are in black list (financial obligations owed to VNA): If
there is enough time for completing the owed payment, VNA
representatives instruct and accept passengers. If there is not enough time,
passengers will be moved to next flights.
8.7.6.2 Announcements
VNA’s Announcement Manual is applied.

CHAPTER 9 – BAGGAGE HANDLING
PASSENGER HANDLING
MANUAL
CHAPTER 9
BAGGAGE HANDLING
BAGGAGE HANDLING 9.1 / P 1
PASSENGER HANDLING GENERAL REGULATIONS Rev 01

MANUAL 15MAR2017
9.1 GENERAL REGULATIONS

9.1.1 Definitions
9.1.1.1 Baggage, which is equivalent to luggage, means such articles, effects,
and other personal property of passengers and crews. It shall include
both checked and unchecked baggage.
9.1.1.2 Checked baggage means baggage, which is delivered to and accepted by
the carrier for carriage and for which a baggage check (baggage tag) is
issued.
9.1.1.3 Unchecked Baggage or Carry-on Baggage means hand/cabin baggage of
which the passenger retains custody throughout the journey.
9.1.1.4 Free Baggage Allowance is the baggage which passenger is allowed to
carry free of charge to the arrival in the journey. It must be abided by
conditions and limitations of carrier's regulations.
9.1.1.5 Excess Baggage is the part of baggage exceeding the free baggage
allowance. Passengers are supposed to pay their excess baggage charge
in accordance with carrier's regulations.
9.1.1.6 Baggage Identification Tag is the document solely issued by carrier for
the following purposes:
a) To identify checked baggage;
b) To identify baggage’s itinerary;
c) To identify the state and conditions of baggage;
d) To help passenger to complain carrier concerned in case of necessity.
9.1.1.7 Excess baggage ticket is the document issued by the carrier for the
purpose of collecting the charge of excess baggage observing the
carrier's regulations.
9.1.2 General regulation of carriage
9.1.2.1 Free baggage allowance
Make according to “Passenger Reservation and Pre-Flight Check Manual”, the
instruction of Sales and Marketing Department and following the instruction:
a) Free Baggage allowance is applied for passenger taking flights operated by
VNA and/or the journey in which VNA’s policy shall be applied in
accordance with IATA regulations and ticketed on the same ticket. The
same ticket is understood one separate ticket or conjunction ticket.


MANUAL 15MAR2017
b) Free Baggage allowance is normally specified on the passenger’s ticket.

Ground handling staff should check the ticket and apply free baggage
allowance according to the regulations..
c) For the mixed class travel (business and economy) of interline journey in
which VNA’s regulation be applied: baggage allowance of class of service
will be applied to the respective sectors. For Y portions: apply baggage
allowance level of sector with the highest free baggage allowance.
d) Free Baggage Allowance for passenger holding ID and FOC ticket will be
applied as passenger holding full fare in accordance with class of service
specified on the ticket.
e) Unless other specified, only checked baggage with the maximum weight
of 32 kg, 3 dimension measurements not excess 203 cm is accepted for
carriage.
f) 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).
Maximum carry-on baggage allowance applicable to Business Class
passenger is two pieces, to Deluxe Economy/Economy Class passenger is
one piece.
g) Two or more passengers, traveling together as one group to the same
destination or point of stopover, shall be permitted a total free baggage
allowance equal to the amount of each individual free baggage allowance
when they present their baggage at the same time at check-in counter.
9.1.2.2 Excess baggage charge
a) Make according to “Passenger Reservation and Pre-Flight Check Manual”
and the instruction of Sales and Marketing Department
b) Unless previous arrangement is made, passengers are supposed to pay their
excess baggage charge before are accepted for carriage
c) VNA reserves the right to ship a part or all excess baggage on a subsequent
flight whenever operationally necessary.
9.1.3 Acceptance for carriage
9.1.3.1 VNA shall not accepted for carriage the baggage included that:
a) Articles, which do not constitute baggage as, defined in section 9.1.1
hereof.
b) Articles which are likely to endanger the aircraft or persons or property
onboard the aircraft, including (but not limited to) explosives, compressed
gases, corrosives, oxidizing radioactive or magnetized materials, materials

MANUAL 15MAR2017
that are easily ignited, poisonous, offensive or irritating substances, and

Organic detergent
c) Articles the carriage of which is prohibited by the applicable laws,
regulations or order of any state to be flown from, to or over.
d) Articles, which are unsuitable for carriage by reason of their weight, size,
shape or character.
e) Live animals, arms or munitions except the cases indicated in section 9.5 of
this manual
9.1.3.2 Unchecked baggage (Carry-on baggage)
a) Do not check carry-on baggage of passenger unless VNA requires (in case
of necessity).
b) Carry-on items that are considered to be carried free of charge:
In addition to free baggage allowance, each passenger may carry, without
additional charges, the following personal effects for use during embarking,
disembarking or onboard, provided that such effects are retained by
passenger's custody:
1) A handbag, pocket book or lady's purse, i.e., which is appropriate to
normal traveling dress and is not used as a container for the
transportation of articles which would otherwise be regarded as
baggage;
2) An overcoat, wrap or blanket;
3) An umbrella or walking stick (except one with metal-filled sharp
pointed end)
4) A laptop computer, a small camera and/or a binoculars;
5) A reasonable amount of reading materials for in-flight reading only;
6) Infant's food for consumption in flight;
7) 01 Infant's stroller or bassinet per each infant or child;
8) 01 A fully collapsible wheelchair for disabled person or eldlly
pasenger.
9) A pair of crutches, braces or other prosthetic device for the passenger's
use.
Remarks:
i) All articles to be specified in serial 9.1.3.3 shall not be weighed
and shall be included in passenger body weight.


MANUAL 15MAR2017
ii) The items mentioned in vi, vii and viii may be carried in cargo
compartment of the aircraft.
iii) Any other articles including overnight bags, briefcases,
typewriters, personal radios, ladies' vanity or cosmetic cases, hat
boxes, heavy cameras and reading matter which cannot
reasonable be read during the flight shall not be carried free in
addition to the free allowance.
c) VNA refuses to carry passenger’s unchecked baggage and may require the
passenger to check his baggage in case of exceeding quantity, weight and
dimension as specified above.
d) Objects which are not entitled as carry-on baggage above and also not
suitable for loading in the cargo compartment (such as specific musical
instruments) will not be accepted for transportation in the cabin
compartment unless prior notice has been given and permission granted by
VNA. The transport of such objects may be charged separately according to
procedures and regulations indicated in section 9.5.3.
e) Guidelines for taking liquids, gel on board aircraft by passengers or crews
on international flight:
1) Each passenger/ crew member is allowed to carry the capacity of
liquids/gel not greater than 01liter with them or/and in his/ her cabin
baggage on board aircraft, except:
i) 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.
ii) Baby milk/foods have to be accompanied the baby when taken
on board aircraft.
2) All liquid are required to be carried in bottles, vials or containers with
a capacity not greater than 100 ml and be completely closed.
3) 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.
9.1.3.3 Checked Baggage


MANUAL 15MAR2017
a) VNA shall take custody thereof and issue a baggage identification tag for
each piece of the checked baggage.
b) If baggage has no name or other personal identification, the baggage
owner shall affix such identification to the baggage prior to acceptance.
c) In case, the baggage‘s weight and measurement are excess the limitation,
it is required to be booked in advance and approved by VNA.
d) In case of having no advance arrangement, VNA 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.
e) Checked baggage will be carried on the same aircraft of its owner, unless
VNA decides this is impracticable, in such case the VNA will carry the
above checked baggage on its following flight. The baggage owner must
be informed and received compensation as specified in baggage late
arrival’s regulations.
f) VNA may refuse to carry checked baggage which includes the items, such
as: fragile or perishable articles, money, jewelry, precious metals,
negotiable papers, securities or other valuables, business document or
samples. Such items may be accepted to carry if passenger has advance
arrangement with VNA and proper documents (required by authorities
concerned).
g) VNA 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.
9.1.3.4 Checking passenger’s baggage
For reasons of safety and security, VNA may request passenger to permit a
search to be made of his person and his baggage, and may search the passenger's
baggage in his absence if the passenger is not available for such permission, for
the purpose of determining whether he is in possession of or whether his
baggage contains any articles described in article 9.1.2.1 and 9.1.2.2 above. If
the passenger is unwilling to comply with such request, VNA may refuse to
carry the passenger or his/her baggage. VNA will not take the liability of the
carriage of the passenger and his /her baggage except refunding his ticket
according to the VNA’s current regulations.
9.1.3.5 Collection and Delivery of Baggage
a) Passengers shall collect their baggage at destination or intermediate
station.

MANUAL 15MAR2017
b) Only the person who has baggage ticket and baggage tag (passenger’s
coupon) issued by VNA upon check in is allowed to claim baggage.
c) 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.
d) All claims concerning baggage shall made according to procedures and
regulations indicated in section 9.6 of this manual.

BAGGAGE HANDLING 9.2 / P1
PASSENGER HANDLING HANDLING PROCEDURES Rev 02

MANUAL 21AUG2017
9.2 HANDLING PROCEDURES
9.2.1 Handling carry – on baggage

9.2.1.1 Check the number of unchecked baggage: The number of unchecked
baggage shall be, in principle, limited to two pieces for
Business/Premium Economy class and one piece for Economy Class
passenger. However, the following items may be allowed to carry in the
cabin
a) The articles are specified in article 9.1.3.2.
b) One package of duty-free goods purchased or delivered after check-in.
c) One fragile article of high value, which can be placed on the passenger's lap
during flight.
d) One bag containing articles which are required for an infant during flight.
9.2.1.2 Check size and weight of unchecked baggage: in principle, the weight
limitation is 7 kg and the total dimensional limitation is 115 cm (56cm x
36cm x 23cm or 22 x 14 x 9 inches). This size will go under most seats or
fit the dimension of overhead lockers in cabin. Baggage exceeding the
above standards may be rejected for cabin carriage and required to check
as checked baggage.
9.2.1.3 Passenger should be reminded to carry onboard all important documents,
high value items, fragile articles which are likely to be damaged even with
normal handling should they are carried in the cargo compartment.
9.2.1.4 Supervise unchecked baggage:
a) At checkin counter, handling staff remind passenger to take all important

document, high value items, fragile articles out of his checked baggage and
put them into carry on baggage onboard aircraft.
b) At waiting lounge’s gate (security area), based on the agreement between

Vietnam Airlines and airport authority’s security section, carry-on baggage
will be checked, and observed by security staff. Content of the above
agreement will depend on the actual situation of flights and facility of certain
airport (such as: point of departure, check-in procedures applying for
domestic or international flight...).


MANUAL 21AUG2017
1) At NBA, DAD, TSN airports, carry on baggage‘s supervision will be

done by ground handling companies in coordination with airport
securities.
2) At international airports: depending on individual airport, VNA‘s

representative at the airport has the responsibility to require sections
concerned, such as: ground handling or security section to supervise
passenger’s carry-on baggage in accordance with Vietnam Airlines
applicable regulations.
c) At boarding gate or passenger step: In case the baggage exceeds limitation or

the carry-on baggage containing dangerous goods items not allowed to carry-
on baggage, ground staff shall handle as following procedures:
1) If the baggage exceeds limitation:
i) Inform passengers carry-on baggage regulation;
ii) Ask passenger to retake his important documents, value items (if
any) and spare lithium batteries from the baggage.
iii) Attach "Limited Release" tag to the baggage. Take notes in the box
"NOT ADMISSIBLE IN CABIN", fill in destination, weight (if
possible), and other relevant boxes (if any) depending on the actual
situation of the baggage. Ask passenger sign in this tag, and give
passenger his claim tag.
iv) Attach appropriate tags or stickers (for example: fragile, heavy

tag...) if necessary.
v) Inform Load Control Section the information about overweight

baggage (in case of necessity) in order to adjust flight loading
document.
vi) Loading staff promptly loads the baggage in cargo compartment of

the aircraft.
vii) In case of failing to load baggage due to any reason (space, time
limit...) the baggage will be carried on the next flight (or earliest
flight). In such case, Lost & Found Section, station manager at the
station have to inform stations concerned about the case in order to
inform the baggage ownerng


MANUAL 21AUG2017
2) In case of carry-on baggage containing dangerous goods items not

allowed to carry-on baggage:
i. If the item is allowed to checked baggage: Handle as article
9.2.1.4c)1), make irregularity report and learn with relevant units
ii. If it is not allowed to checked baggage: Inform the passenger that
the items aren’t premitted to carry on the aircraft. At the same time,
inform the airport security to handle the items according to
regulation.
9.2.2 Handling checked baggage
9.2.2.1 Check of acceptance
a) Check and check in the baggage
1) Before accepting the baggage for carriage, handling staff need to ensure
all pieces of baggage are properly packed and not be damaged,
removing remaining tag on the baggage to avoid mishandling at sorting
area before acceptance.
2) In case of necessity, the VNA‘s representative may open and search the
contents of baggage in the presence of the baggage owner to assure the
acceptability of such baggage. If the passenger is unwilling to comply
with such request, the VNA may refuse to carry the baggage. In case
passenger does not present himself at the place of searching as request,
ground handling agent may open his baggage after consulting and
receiving agreement from the VNA.
3) Any baggage, which is packed poorly, as to be liable to damage en route
should be tactfully refused until it is properly packed. If a baggage
appears in bad condition, over packed or in any way damaged, it is not
to be accepted. But if the passenger insists, the baggage may be accepted
at passenger's own risk and the baggage shall be attached with "Limited
Release" tag (see attachment). When necessary, the passenger must be
asked to sign a "Release and Indemnity" form (see attachment).


MANUAL 15MAR2017
4) Remark:
In case the passenger finished his check-in procedure, being in lounge or
boarded but his baggage does not meet the requirement of air
transportation safety and security or due to baggage’s characteristics and
packaging, the Representative Staff must apply the prompt action to
avoid delay flight:
i) Inform passenger immediately about his baggage situation and
refuse transporting his baggage, ask him to give back the baggage
claim tag. In case the passenger does not accept the requirement, an
Irregularity Report needs to be made and signed by VNA’s Staff,
Station Security and passenger. Then, a telex message of
information would be sent to the destination for further settlement
of any claim.
ii) VNA has a right to not accept boarding both passenger and
baggage in such cases.
iii) VNA does not take any responsibility of restoring baggage in
above cases. However, if possible, VNA’s Representative supports
passenger to leave his baggage in L&F place for 48 hours since the
time of flight departure. If that baggage is not claimed after 48
hours, it will be settled like unclaimed baggage and followed the
Unclaimed Baggage Regulation in Chapter 9 of this Manual.
b) Check the weight of checked baggage:
All checked baggage and block seat baggage would be weighed to determine
the actual weight.
c) Check of baggage's destination:
VNA only accepts and checks passenger's baggage to the following point:
1) The first stopover point indicated in passenger’s ticket.
2) A point to which the transportation has confirmed or already been
requested.
3) A connection point where passenger is required to transfer from one
airport to another and retake his baggage.
4) A point to which excess baggage charge have been collected.
5) The destination specified in "Passenger and Baggage ticket"
d) Checking Interline Baggage: Interline baggage will be accepted to through
check-in when the following conditions are fully met:


MANUAL 21AUG2017
1) The carrier receiving interline baggage has "Interline Traffic agreement

- ITA" with Vietnam Airlines.
2) The passenger who has interline baggage must have confirmed onward
ticket.
3) Delivering carrier's flight schedules to arrive at the connecting point and
receiving carrier's flight schedules to depart from the point on the same
day; or within 24 hours, the arrival of delivering carrier's flight in the
previous day and the departure of receiving carrier's flight on the
following day .
4) Notes:
Information concerning interline baggage, such as: number of passenger,
baggage tag number must be included in PTM message. In case of time
restriction, ground staff will load baggage into priority baggage
container and send necessary messages to down line station(s).
e) Issue baggage tags:
After checking baggage information and issuing boarding pass, ground staff
shall handle as following procedures:
1) Remove old baggage tags (if any), issue and attach new baggage tags.
Place tags in an easily readable location, where they will not easily be
torn off and do not stick glue directly to passenger baggage. The usage
of each baggage tags see detail in article 9.2.2.2. Collect excess baggage
fee if the amount of his baggage exceeds the free baggage allowance.
2) Update data based on check-in system: Passenger’s name, baggage
weight, baggage tag number...
9.2.2.2 The usage of baggage Tags:
There are many kinds of baggage tags applying for certain baggage. For the
flight departure from domestic airports, use VNA‘s baggage tag. For the
flight departure from international airport use DCS destination baggage tag of
ground handling company, all other baggage tags will be issued by VNA.
The samples of such baggage tags are indicated in the annex of this Manual,
instructions of using Vietnam Airlines baggage tags are follows:
a) Pre- printed Destination Baggage Tag (see sample in annex): it is printed
design as standard form with different destinations, each destination is
printed in certain tag and color in order to avoid mishandling.


MANUAL 15MAR2017
iii) Check-stub (part C) will be kept at departure station as baggage

record.
b) DCS Destination Baggage Tag (the tag is automatically printed from DCS
check-in system): This baggage tag is only issued after completing check-in
process. Design of this baggage tag is indicated in the annex of this Manual.
1) Purpose of using: DCS Destination Baggage Tag applies as the same Pre
printed Destination Baggage Tag.
2) Way of using: Updated information about passenger and his baggage
must be printed after completing his check-in process. Issue claim tag
(part A) to passenger, attach inside main part (part B) to passenger's
baggage, check-stub (part C) will be kept at departure station as baggage
record.
c) Pre-printed Interline Baggage Tag: This design contains two tie-on tags, the
first tag (hard tag) will be attached or tied to passenger's baggage, the second
(soft tag) is issued to passenger.
1) Purpose of using: This tag is used for passenger's baggage in case of

Interline Transfer (for both Online and Interline Transfer) and the
baggage is through checked-in to final destination.
2) Way of using:
i) Take notes: sequently enter operating carriers and its flight

numbers in the tag from the lowest box (or column) to the top.
Enter 3 Letter code indicating airport and full name of the city
where passenger transferring in the box "VIA" relevant to the
carrier. Enter 3 Letter code indicating final destination and full
name of relevant city in the box "TO".
ii)The hard tag is attached to passenger's baggage and the soft tag
issued to passenger. Remove other previous tags attached on the
baggage before attaching the new tags (to avoid confusion). Attach
claim tag to passenger ticket's cover. Remind passenger the number
of his pieces and arrival point to ensure the right check-in process
has been taken.
3) Remark:
i) The city has two or more airports, full name and 3 Letter code of
the airport must be clearly indicated as IATA format standard.

MANUAL 15MAR2017
ii) Cross out useless parts on the tag.

iii) If the itinerary has two or more transfer portions, firmly attached
one more Interline baggage tag to the first tag, change the identity
number of the second tag corresponding to the first tag number,
remove and destroy the identity portion of the second tag.
d) DCS Interline Baggage Tag (the tag is automatically printed from DCS
check-in system): This tag is only printed after completing check-in process.
1) Purpose of using: apply as the same Pre printed Interline Baggage Tag.
2) Way of using: Updated information about passenger and his baggage

must be printed after completing his check-in process. Issue claim tag
(part A) to passenger, attach inside main part (part B) to the passenger's
baggage, check-stub (part C) will be kept at departure station as baggage
record
e) Pre- printed Limited Release Tag (see sample in annex 1)
1) Purpose of using: The "Limited Release" tag is used to identify the

baggage which is removed at boarding gate for safety or oversize
reasons in order to avoid passenger ‘s unreasonable claim. Once this tag
is used, the tag is considered to serve as the substitute for other baggage
tags, such as: Destination or Interline baggage tag.
2) Way of using:
i) Limited release tag is commonly used for baggage which is not
accepted to be cabin baggage at the boarding gate or used as
normal destination baggage tag for above purposes at non-using
DCS stations.
ii) Limited release tag includes 3 copies: passenger’s copy, VNA‘s
copy and a hard copy attached to baggage.
iii) Enter "X" in appropriate boxes in both bag tag’s portions to specify
the status of the baggage.
iv) Passenger is required to sign on appropriate portions of the tag.
v) Enter the name of transfer (if any) and arrival airport in relevant
boxes.
vi) Issue and attach the first part (soft tag) to passenger. The second
part (hard tag) is attached to passenger’s baggage. The third part is
kept at airport for later check and reference.

MANUAL 15MAR2017
3) Remark: Destroy and remove all other previous tags on baggage before
attaching any new tag to avoid mishandling. Attach claim tag to
passenger ticket’s cover. Remind passenger the number of his pieces
and arrival point to ensure the right check-in process has been taken.
f) DCS Limited Release Tag (see sample in annex 1)
1) Purpose of using: The "Limited Release" tag is used to identify the

baggage which is fragile, unsuitably packed, perishable, late check-in...
in order to avoid passenger‘s unreasonable claim. This Limited Release
Tag is usually printed in the reverse side of DCS Baggage Tag.
2) Way of using:
i) This tag is only used for checked baggage in counters of stations
who use DCS system.
ii) Enter "X" in appropriate boxes in tag’s portions to specify the
status of the baggage.
iii) Passenger is required to sign on appropriate portions in each copy
of the tag.
iv) Issue and attach the first part (talon) to passenger. The second part
is removed from plastic and attached to the baggage.
g) VIP Tag (see sample in annex 1)
1) Purpose of using: this tag is attached to VIP/CIP’s checked-baggage.

Once this tag is used, the following priorities will be applied:
i) The baggage attached VIP/CIP tag will be separately loaded or

loaded together with Business Class’s bag gages.
ii) The baggage is always loaded by the door-side of aircraft in order
to unload easily.
iii) At arrival station, the baggage shall be carefully handled and early
delivered to passenger.
iv) The handling of VIP/CIP’s baggage must be carefully taken to
avoid mishandling and damage.
2) Way of using: Attach or tie the tag to VIP/CIP’s baggage when check-
in.
h) Business Tag (see sample in annex 1)


MANUAL 15MAR2017
3) Purpose of using: applied as VIP tag

4) Way of using: Attach or tie the tag to Business’ baggage when check-in.
i) Crew Tag (see sample in annex 1)
1) Purpose of using: In addition to destination baggage tag and interline

baggage tag, this tag is attached to Crew member’s baggage to identify
the baggage while handling.
2) Way of using: will be different from station to station due to the way it
handles Crew’s baggage.
i) If Crew’s baggage is checked and issued baggage tag as usual,

Crew Tag shall be used as an identifying tag. Check-in staff fills in
name of Crew attendant, flight segment before attaching tag to his
baggage.
ii) If this station does not issue baggage tag to Crew’ baggage, note
that:
1) Crew member fills in personal information including his name,

flight segment, date and destination.
2) Check-in staff fills in the number of pieces, weight of each

baggage.
3) After finishing all entries, check-in staff attaches one copy of Crew
tag to the baggage. The second copy shall be given to the Crew
member and the third one shall be kept in original station.
j) Priority Tag (see sample in annex 1)
1) Purpose of using: Besides Destination and Interline Baggage Tag,

Priority tag is attached to passenger’s baggage to whom is offered the
priority on handling (the baggage of VIP/CIP, Business, Crew member
and other priority passengers etc.).
2) Way of using: It it used with one or multi segment Baggage Tag

(available type or printed from Sabre system). Check-in staff stick the


MANUAL 15MAR2017
triangle part of Priority card into bag tag before sticking into baggage of
passenger
k) UM Tag (see sample in annex 1)
1) Purpose of using: In addition to Destination and Interline Baggage Tag,

this tag is attached to UM's baggage to identify it while handling. UM’s
baggage will be considered Business’s baggage and must be received
proper attention by duty staff, especially when delivering it to UM at
arrival station.
2) Way of using: attach the tag to UM’s baggage when check-in.
l) MAAS Tag (see sample in annex 1)
1) Purpose of using: Besides Destination and Interline Baggage Tag, this

tag is attached to the baggage of passenger who requires the assistance
of airline staff (disable, expectant mothers, baby trolley,
WCHC/STRC/OXYG...) at intermediate and arrival station, helping
duty staff to identify the baggage at the stations. This baggage must be
received proper attention while handling, especially when delivering it
to the passenger at arrival station.
2) Way of using: this tag is attached to the baggage of passenger who

requires the assistance of airline staff (disable, expectant mother
passenger...) at intermediate and arrival station from check-in counter or
boarding gate.
m) Group Tag: (see sample in annex 1)
1) Purpose of using: this tag is attached to the group’s baggages. The

baggages must be loaded in the same container and delivered together at
the same time at arrival station.
2) Way of using: The tag is attached to each piece of the group baggage,
each group is applied a certain color.
n) Sort Connection 1R Tag

1) Purpose of using: This tag shall be used to identify baggages which do
not match the minimum connecting time in CDG station (Paris, France),


MANUAL 15MAR2017
thus the loading staff in CDG will implement specific procedure for
them.
2) Way of using: This tag shall be attached to baggages which are departed
from NBA, SGN in Vietnam Airlines flights, connecting to Air France
flights in CDG within less than 80 minutes.
o) Fragile Tag: (see sample in annex 1)

1) Purpose of using: this tag is attached to fragile baggage to help duty
staff to pay attention to the baggage while handling, avoiding breaking
or damaging the items inside.
2) Way of using: The tag is attached to fragile baggage containing the

items such as: glasses, China wears...
p) Heavy Tag: (see sample in annex 1)

1) Purpose of using: this tag is attached to heavy baggage to help duty staff
to pay attention to the baggage while handling. Once the tag is used, the
baggage must be received proper attention by duty staff on handling,
especially when loading (the baggage should be carefully loaded to
avoid breaking or damaging other baggage).
2) Way of using: The tag is attached to the baggage weight over 32 kg.
q) Rush/Expedite Tag: (see sample in annex 1)

1) Purpose of using: this tag is attached to Lost & Found baggage and the
baggage on shipping to station concerned (for earliest delivery). This tag
is also used in urgent delivering request.
2) Way of using: The tag is attached to the baggage requiring urgent

delivery, especially Lost & Found baggage. The information about
flight, carrier, and destination of the baggage must be clearly indicated
in the tag by duty ground staff.
3) Remark: Once this tag is used, other baggage tags are not required.
r) Mini Rush Tag (see sample in annex 1)

1) Purpose of using: see Rush Tag.
2) Way of using:
i) This tag is usually attached to forward baggages which were
offloaded due to restricted space/weight on the previous flight.

MANUAL 15MAR2017
ii) The information about flight, carrier, and destination of the

baggage must be clearly indicated in the tag by duty ground staff.
3) Remark: Once this tag is used, remain all other attaching tags, for
example destination tag; interline tag or other priority tags.
s) Stand by Tag (see sample in annex 1)

1) Purpose of using: This tag is used to identify the priority level of
baggage transportation. The baggage which is attached by this tag may
be offloaded if restricted space/weight occurred or its situation of
acceptance is still waiting for the decision of VNA Representation.
2) Way of using: in case estimating the restricted situation of space or

weight in flight, VNA Staff should concern of attaching Stand by Tag to
following baggages respectly:
i) excess baggages
ii) baggage of passenger using FOC ticket with priority equal to or
lower than PR7
iii) baggage of economy class passenger up to the decision of VNA’s
representative.
t) Cabin Tag: (see sample in annex 1)
1) Purpose of using: this tag is attached to the baggage requiring seat on

cabin. Once this tag is used, Cabin crew should pay attention to the
passenger and his baggage in Cabin, including fastening safety seat belt
for the baggage.
2) Way of using: At check-in counter, the tag is attached to the baggage

requiring seat in Cabin.
u) Identification Label: (see sample in annex 1)
1) Purpose of using: this Label is used to help passenger to identify his

baggage among others.
2) Way of using: At check-in counter, the tag is attached to the baggage
that is considered easily confusing with others, Passenger is required to
take notes and attach the label to his baggage himself.
9.2.2.3 Offload baggage due to restricted space/weight reason
a) Attach Stand by Tag to baggage


MANUAL 15MAR2017
1) In case of estimating restricted space/weight due to downconfig,

overload of excess baggage, VNA representative should forecast the
specific handling procedure. He could concern a solution of attaching
Stand by Tag to following baggages:
i) Excess baggage. If the excess baggage weight does not exceed the
individual weight of any piece of baggage, do not attach Stand by
Tag to such baggage. For instance, free allowance is 30kg, the
passenger requires to check in 2 baggages with the weight of each
is 20kg. Thus, the excess baggage is 10kg. However, the weight of
any baggage is over 10kg, so do not attach Stand by Tag to any
baggage. In other case, passenger brings 2 pieces with the weight
are 30kg and 10kg respectly, the 10kg-piece will be attached the
Stand by Tag.
ii) Baggage of passenger using FOC ticket with priority equal to or
lower than PR7.
iii) If the above implementation does not solve the situation of
restricted space in flight, VNA Representative informs to duty
ground staff to attach Stand by Tag to all remaining Economy
Class baggage. Baggage of late check-in passenger will be attached
Stand by Tag and probably offloaded.
2) Remark:
i) Do not attach Stand by Tag to baggage of VIP, CIP, Golden FFP
passenger and Crew attendant.
ii) Check-in staff should warning passenger about his baggage
situation of not going in same flight before attaching this tag.
3) Baggage acceptance priority

i) Baggage attaching VIP, VIP, Business, Priority, Crew Tag
ii) Transfer baggage (including inbound and outbound transfer)
iii) Baggage needs special assistant for example MASS, UM...
iv) Economy Class baggage
v) Rush baggage
vi) Stand- by baggage
4) The order of offloading baggage due to restricted space/weight

i) Stand- by baggage
ii) Rush baggage
iii) Economy Class baggage
iv) Baggage needs special assistant for example MASS, UM...

MANUAL 15MAR2017
v) Transfer baggage (including inbound and outbound transfer)

vi) Baggage attaching VIP, CIP, Business, Priority, Crew Tag
b) Coordinate to other stations to handle offloaded baggage

1) VNA Representative of departure should send messages to all down line
stations and Marketing Service Department (in case of offloading more
than 50 pieces of luggage in same flight). Information including number
of pieces, weight, itinerary (transfer, inbound, outbound) and passenger
(C, Y) should be clearly mentioned in such message.
2) Before implementing any solution to dispatch offloaded baggage, VNA

Representative should concern some issues:
i) Re X-ray baggage to reconciliation of fresh, perishable or fragile

items
ii) Specific conditions of weather, region and others which could

affect the luggage natures on the way forwarding baggage.
iii) Closely communicating to downline stations to decide proper

number of piece, the weight of forwarding baggage. Do not choose
any solution which may cause series of offloading baggage at
downline stations. All concerning messages among stations should
copy Marketing Service Department for further reference (in case
of offloading more than 50 pieces of luggage in same flight).
c) Handle the remaining of offloaded baggage
1) The remaining of offloaded baggage should be kept in departing area or

proper area up to procedure of handling agent.
2) VNA Representative should more concern about luggage with fresh or

perishable items. In special situations, VNA representative coordinates
with handling agents open, check and destroy all damaged items which
could no longer meet the requirement of air transportation. An Irregular
Report must be made and signed by VNA Representative, handling
agents, Customs and Duty Quarantine Division before destroying items
inside offloaded baggage. All following information should mention
clearly in the Report:


MANUAL 15MAR2017
i) Tag number, name of passenger, the weight indicated in tag,

number of pieces, the weight before destroying, the weight after
destroying (in case of partial destroying)
ii) Description of luggage (carton container or brief case luggage...)
9.2.2.4 Collection of Excess Baggage Charge
a) Excess baggage ticket will be used to collect excess baggage charges,

including: exceeding free baggage allowance, high value items, blocked seat
baggage. The use and control excess baggage ticket follows current VNA’s
regulation.
b) Collection of Excess baggage charge
1) Check-in staff collects excess baggage charge in accordance with the

amount indicated in excess baggage ticket.
2) VNA does not accept “charge collect” payment; therefore excess

baggage charge must be made at departure airports.
3) Passenger may use MCO for his payment. This procedure will observed
VNA‘s applicable regulation on using MCO.
c) Refunding excess baggage charge: Refunding excess baggage charge may

apply the following procedures based on the actual situation of certain cases:
1) If passenger decides not to check apart or the whole of his baggage after
paying and receiving his excess baggage ticket, check-in staff will
refund the passenger, however, refund or cancellation fees must be paid
by the passenger as regulations specified.
2) In case of through check-in, if baggage is off loaded at certain airport

due to any reason (not caused by the carrier), for example: the baggage
is off-loaded owing to Customs, Security reasons...) Vietnam Airlines
will not refund the excess baggage charge (of the remaining baggage) of
the rest sector(s) of the itinerary.
9.2.3 Handling of arrival baggage


MANUAL 15MAR2017
All arriving baggage should be quickly offloaded from the aircraft and transferred
to baggage claim area in accordance with local procedures.
9.2.3.1 Delivering Baggage
a) Delivering Baggage regarding passenger’s claim tag: a piece of baggage or

article which has been in Vietnam Airlines' custody shall not be released
unless and until a claim tag is presented which corresponds by serial number
with the baggage tag strapped to the baggage or article, the claim tag must be
collected (from passenger) and kept within 3 days. However, at the station
where applied "Self-Claim" system, passengers are allowed to pick up their
baggage from baggage claim area without checking their claim tags. In such
case, it should be attached much attention to supervise the process of baggage
delivering.
b) Delivering baggage without claim tag: In case passenger has no claim tag to
receive his baggage, however, he has evidence that the baggage belongs to
him, in such case, he may be allowed to receive the baggage provided that
report (indicated the number of the baggage tag) must be made and signed by
the passenger in order to release the responsibility of Vietnam Airlines.
c) Baggage Complaining: When a piece of baggage is found missing or damage

on arrival, the receiving station should immediately take tracing action or
handle in compliance with Vietnam Airlines' s Lost and Found procedures
and notify all stations concerned.
d) Remark: In order remind passenger to comply with securities requirements,

notice of dangerous objects forbidden in the cabin and hold should be placed
on the Lost & Found counter.
9.2.3.2 Supervise baggage delivery at NBA, DAD, TSN airport
a) NBA/TSN Operating Center (OC) and VNA’s representative Centre Office

are responsible for supervising baggage handling of all the arrival flights or
specified flights at NBA, TSN, DAD airports. The scope of supervising may
alter in accordance with monthly analized statistics and actual performance.
The three centers are to inform the monthly scope of supervising to
Marketing Service Department through contact address (Email, SITA, …).
b) Upon noticing of any baggage mishandling, the ground handling company is

responsible to raise irregular report which must be confirmed and signed by

MANUAL 15MAR2017
OC‘s supervisor. For any irregular discovered at ramp, ground handling

company raise the irregular report, transfer mishandling baggage to baggage
claim area and inform the on-site or arrival flight supervising staff. OC
supervising staff shall carry out inspection and confirm the actual condition
of the mishandling baggage in the report.
9.2.4 Handling stopover baggage
9.2.4.1 Stopover passenger‘s baggage is checked to the final destination. In case

passenger have excess baggage, check – in staff check and collect the
charge of the excess baggage for the whole itininery
9.2.4.2 Stopover passenger‘s baggage must be loaded in separated container.

Baggage of passenger finish the itininery first must be loaded last.
9.2.4.3 Number and location of each container must be specified in CPM message
sent by departure airport to down-line stations in the itininery in order to
avoid baggage mishandling.
9.2.5 Handling transit baggage
9.2.5.1 Domestic transit/transfer baggage:
a) Baggage is checked to the final destination
b) The handling staff will base on PTM/CPM messages to identify the quantity,
weight and position of transit/transfer baggage.
c) All baggage of the flight will be transferred to domestic baggage claim area.
1) If transit/transfer baggage is loaded together with arrival baggage, the

baggage will be sorted based on the baggage’s tag and transferred to
domestic baggage sorting area.
2) If transit/transfer baggage is separately loaded, the baggage will be

directly transferred to domestic baggage sorting area.
3) Remark: It is necessary to check the amount of transit/transfer baggage

with the amount indicated in PTM message. Inform sections concerned
if irregular or discrepancy is found.

MANUAL 15MAR2017
d) Sorting the baggage and transferring them to relevant flight.
9.2.5.2 Domestic-International transferring baggage:
a) The baggage is checked to intermediate station
b) All baggage of the flight is transferred to domestic baggage claim area.
c) Passenger claim his baggage by himself and check it for the international
flight
d) On the connecting routes which offer transferred baggage assistant service

(including flight from/to France, German, Japan, Korea...), refers to 8.4-
Chapter 8 of this Manual
9.2.5.3 International-Domestic transferring baggage:
a) The baggage is checked to the intermediate area
b) All transferring baggage is transferred to international baggage claim area.
c) Passenger claims his baggage by himself and checks it for the domestic
flight.
d) On the connecting routes which offer transferred baggage assistant service

(including flight from/to France, German, Japan, Korea...), refers to 8.4-
Chapter 8 of this Manual
9.2.5.4 International – International transferring baggage
a) The baggage is checked to the final destination
b) The handling will base on PTM/CPM messages to identify the quantity and
position of transit/transfer baggage.
c) Based on passenger ticket or passenger’s baggage information, duty ground

staff makes “Interline Baggage Record” (sample in Annex is for reference).
Depending on certain airport, handling companies could make and use

MANUAL 15MAR2017
specified Interline Baggage Record form, but it must include the following
information: number of bag, tag number, arrival flight, and departure flight.
This record contains 2 copies:
1) One copy will be kept at Transfer Handling Section.
2) One copy will be kept at Baggage Handling Section.
d) Based on PTM/CPM messages and “Interline Baggage Record”, Baggage

Handling Section has the responsibility to transfer the baggage to the sorting
area for relevant departure flight.
e) Remark:
It is necessary to check the amount of transit/transfer baggage (in comparison

with the amount indicated in PTM message) and “Interline Baggage Record”.
Inform sections concerned if irregular or discrepancy is found.
1) When receiving interline baggage transferred from other carrier,

handling staff should make sure that it is in good condition and properly
tagged. If any irregular or discrepancy is found, forwarding carrier's
station manager must be informed, in such case, irregular report must be
made between two carriers concerned to clarify the condition of the
baggage and other concerned information (baggage tag number, final
destination, baggage features…) in order to release the responsibility of
Vietnam Airlines, otherwise Vietnam Airlines will refuse to carry the
baggage.
2) When receiving passenger from other carriers, check whether or not the
passenger's baggage has been transferred, if not, the passenger should be
informed in order to release the responsibility of Vietnam Airlines. The
remark "Interline Baggage not received from Related Carrier must be
entered into the manifest of the flight.
3) Interline passenger who fails to contact Vietnam Airlines for onward

connection within the minimum connecting time may not be accepted
unless his/her baggage could be transferred to VNA flight. If the
passenger insists to transfer, however, the Release and Indemnity form
(with the remark: "Baggage with tag No_____may not be loaded on the


MANUAL 15MAR2017
same flight as the passenger due to insufficient connecting time") must

be signed by the passenger.
f) After a flight taking off, Vietnam Airlines Station Manager should contact
baggage handling staff to check whether baggage has been loaded on the
flight. If not, the baggage should be placed at suitable place for shipping on
the next flight, in such case, message must be sent to arrival station to inform
the case.


MANUAL 15MAR2017
WAIVER OF RESPONSIBILITY
Date:.........................................
TO: Vietnam Airlines
Passenger name:
Address: Passport No.
Nationality:
VN Date From To
....................................
VN Date From To
....................................
VN Date From To
....................................
I undersigned the above-named passenger (hereinafter referred to as “Passenger”)/the parent/guardian of

the above named passenger (hereinafter referred to as “Passenger”), being fully aware of the contents of
the tariff rules of Vietnam Airlines (hereinafter referred to as “VNA”), hereby agree to release and
discharge VNA , their agents, officers and employees from any and all liability which may be
consequential as the result of the travel and/or carriage by VNA as specified above due to the conditions
specified below and/or any possible consequence thereof. Further, agree to indemnity and hold VNA any
and all action, claims and proceeding against VNA by any third party or parties including all costs,
losses, damages, charges and expenses incidental thereto which may be suffered by VNA as the result of
the travel and/or carriage by VNA specified above due to condition specified below and any possible
consequence thereof.
(Specify the condition below with a mark “X”)
1. Improper packing and/or the nature of the contents of the Passenger’s baggage, which may
not be fit to normal handling of carriage by air.
Baggage tag No: ..............................................
2. Present mental of physical state of Passenger which may involve any hazard of risk to
himself (herself) or others.
3. Passenger pet and animal(s) which may, according to its (their) physical conditions of health
state, be improper to be carried by and thus may cause hazard or risk to itself (themselves) or
others.
Kinds of animal:
................................................................................................................................
.........................................................................................................................................................
....
4. Other conditions:
Handling Agent’s Signature/Station Signature:

(Passenger/the parent/guardian)


MANUAL 15MAR2017
INTERLINE BAGGAGE RECORD
FLT FROM STA DATE CHECK-IN AGENT NAME

NO.
PASSENGER FLT TO STD PCS TAG RETAG LX REMARK

NAME NO. NO. NO. STAFF

BAGGAGE HANDLING 9.3/P1
Rev 01
PASSENGER HANDLING PRIORITY BAGGAGE 15MAR2017
MANUAL
9.3 PRIORITY BAGGAGE
9.3.1 Priority Baggage
9.3.1.1 Definition:
Priority baggage is checked baggage of Business/Premium Economy Class, VIP,

and CIP passengers, GLP members (Platinum, Gold, Titanium card passengers),
Elite Plus card passenger of SkyTeam, and Crewmembers. These baggage should
always be loaded by the door side of all aircraft types for first off-loading and
quickly delivering to the passenger.
9.3.1.2 Priority Baggage Free allowance
a) Baggage free allowance of Business Class, VIP, and CIP passengers, GLP is
specified in Chapter 6 of this regulations.
b) Checked baggage allowance for Cockpit crew is 30 kg and 25kg for Cabin
crew.
c) Voluntary Downgrading and Involuntary Upgrading Passenger shall not be
offered the priority of baggage allowance, except VIP/CIP.
9.3.2.1 Handling priority baggage
a) Priority baggage shall be checked at check-in counter together with priority

passenger
b) Crewmember‘s baggage is checked to the destination in accordance with

their assigned duty.
Remark: at the station which does not issue baggage tag to Crew’s luggage,
Crew member should fill in information in Crew Tag (date, flight number, his
name). The number of pieces and the weight of individual piece shall be
filled by duty ground staff after receiving baggage. At this station, Crew Tag
is a proof of sending and receiving baggage.
c) Each piece of priority baggage should, in addition to destination tag, be

attached one of the following tags: VIP, Business, Crew or Priority tag... in
accordance with the nature of the baggage (in order to help duty staff quickly
Rev 01
PASSENGER HANDLING PRIORITY BAGGAGE 15MAR2017
MANUAL
identify it).
9.3.2.2 Identifying priority ULDs:
a) On-line and Interline Baggage may also be treated as priority baggage

(loaded by the door of the aircraft) if the connecting time is restricted.
b) ULDs used to load priority baggage must be used for that purpose only, if
priority baggage is not available, however, the ULDs may be used to load
Economy class’ baggage.
c) For identifying ULD containing priority baggage must be marked suitable

baggage code.
9.3.2.3 Load Message (LDM):
Load Message must indicate: position and registered number of priority ULD,
number of pieces/weight and destination of each priority baggage. Baggage code
must be entered in LDM to help down line station to handle the baggage.

PASSENGER HANDLING VALUE DECLARED BAGGAGE Rev 01

MANUAL 15MAR2017
9.4 VALUE DECLARED BAGGAGE

9.4.1 General Regulations:
9.4.1.1 Normally, the liability of Vietnam Airlines indicated in its ticket is

considered the contract between Vietnam Airlines and its passenger, the
liability is limited to a maximum of USD 20 per kilogram of checked
baggage.
9.4.1.2 Passenger is required to declare his value exceeding 20 USD/kg and fill in
declaration form if he wants to compensate the value in case of irregular
(sample of declaration form in annex).
9.4.1.3 Vietnam Airlines only accepts the passenger’s baggage with value of less
than USD 3,000.00 per passenger. Value exceeding of such amount will
not be accepted unless special arrangement has been made in advance. In
such case, Vietnam Airlines station manager at the station must inform
VNA Insurance Section, the acceptance will be made upon receiving the
agreement from VNA Insurance Section and after passenger buying the
insurance for his baggage (details will be instructed by Insurance Section).
9.4.1.4 The following articles will not be accepted as high value baggage:
a) Unchecked Baggage.
b) The following items will not be accepted:
1) Money (cash, cheque, credit card...), jewelry, precious metal...
2) Fragile Items.
3) Negotiable papers, securities or other valuables, business documents
4) Samples, painting, antique items.
9.4.1.5 In case of group passenger, each member of the group must declare his
own value and pay applicable charge separately.
9.4.1.6 In case of passenger having more pieces, value declaration and charge will
be applied for the whole of the baggage (not for a certain piece).


MANUAL 15MAR2017
9.4.1.7 At intermediate station, if passenger declare other value exceeding the

amount of previous declared value at departure station, the passenger has
to pay for such added value.
9.4.1.8 Excess value declaration is only applied for Vietnam Airlines flights
except agreement has been made and confirmed by carrier concerned.
9.4.2.1 Checking of Baggage:
a) At check-in counter, station manager requires passenger present the content

of his value baggage in order to ensure the justice of such declaration (it is
visually assured).
b) If the items, such as: money, jewelry, and precious metal... (as set forth in
8.4.1.4 above) are included in passenger’s baggage, the passenger is required
retake such items for his own custody.
9.4.2.2 Collecting charge:
a) VNA shall apply normal excess baggage charge for high value declared
baggage if it exceeds of free baggage allowance (exceeding allowed weight,
quantity, dimensions).
b) Once a value declaration is made, the following will be applied: 0,5% of

declaration value exceeding the liability of VNA (20 USD per kilogram).
Example:
Passenger declares the value of USD 2,000 for one piece of his baggage, 15 kg
weight. Apply the following instructions:
- Declaration value : 2,000 USD

- The liability of VNA : 300 USD (20USD x
15kg)
- The value exceeding the liability of VNA : 1,700 USD
- Applicable charge : 1,700 USD x 0,5% = 8,5
USD


MANUAL 15MAR2017
c) Issue excess baggage ticket (applying applicable regulations) after collecting

value declared baggage charge, however, it is necessary to remark the
following:
1) Enter “EXESS VALUE DECLARED + the amount of money exceeding

the liability of VNA in one of the boxes under the line “BULKY
BAGGAGE ... SEAT". For example: “ EXESS VALUE DECLARED
$1,700”.
2) Enter the rate: 0,5% in the box “ RATE PER KG OR PIECE “.
3) Enter applicable charge with currency of payment in the box “

CHARGE “.
4) Enter applicable currency exchange rate(s) and the tag number of value
declared baggage in the box” REMARK". Other necessary information
is possibly entered in the box.
9.4.2.3 Informing baggage handling section:
a) Once value declared baggage is accepted, station manager informs baggage

handling section about such baggage (the number of pieces, baggage tag
number, other characteristics)
b) Baggage handling section has the responsibility to assign duty staff to

supervise the loading of such baggage until it is being positioned in the
aircraft. This supervision aims at ensuring the baggage is in good condition
during handling (it is not mishandled or damaged).
9.4.2.4 Delivering baggage and sending message:
a) Station manager at airport has the responsibility to inform in detail (by

sending message) arrival and down line stations (if any) about value declared
baggage to help the stations to smoothly transfer or deliver the baggage.
Example:
QD SGNLLVN
. HANLLVN 226300AD
F28 EXCESS VALUE BAG FRV MR CHOW/A VN225/22JUN
HAN SGN FOR OA BLU SAMSONITE T/N E142091 WT/28KG
DECLARED VALUE USD2, 000 STP ENSURE DELIVERY

MANUAL 15MAR2017
(Indicate the position of the baggage if necessary)
b) Upon arrival, station manager at airport contacts the baggage owner and
ensure the delivery of his baggage is safety and smoothly handled, it should
be reminded that claim tag must be collected from the baggage owner.


MANUAL 15MAR2017
BAGGAGE VALUE DECLARATION
Passenger’s name: .....................................................................................................................

Address: ..........................................................................................................................................
Flight number .......................................... Date: ......... ..................................................................
Segment: ..........................................................................................................................................
Number of Pieces: .......................................................................................................................
Ref. Description Quantity Value Remark

No.
Total
I, the under signed passenger, commit that all declaration above contained in my baggage are
complete, exact and true.
Remark: The specific items contained in the checked baggage such as money (in cash, in
cheque, credit card, bond...), jewelry, silver ware, antiques ... should removed from baggage
value declaration and put in passenger’s custody.
Date: ....................................................................
Signature: ..............................................................

CHAPTER 9 - BAGGAGE HANDLING 9.5/P1
PASSENGER HANDLING HANDLING SPECIAL BAGGAGE Rev 01

MANUAL 10MAY2017
9.5 HANDLING SPECIAL BAGGAGE

9.5.1.1 Reservation and ticketing for special baggage services are applied to
VNA’s “Passenger Reservation and Pre-Flight Check Manual” and
“Passenger Fares and Ticketing Manual”.
9.5.1.2 Special baggage services are required advance reservation. In case
passenger only present special services at check in, VNA accepts for
carriage according to conditions for acceptance below.
9.5.1.3 Accepted special baggage is through checked-in to the final destination,
except for specified regulations by concerned airport authorities.
9.5.2 Pet travel service
9.5.2.1 General conditions:
a) Pet travel service:
AVIH PETC
Definition Pet as checked baggage service Pets as carry-on baggage service
is the carriage of domestic dog, is the carriage of domestic dog
cat, bird as checked baggage. and cat on board.
Quantity Each passenger is accepted to Each passenger is accepted to
travel with maximum 03 pets. travel with maximum 02 pets.
The total pets on each flight is The total pets on each
09 pets. compartment is 02 pets.
Weight Total weight of pet and kennel Total weight of pet and kennel
must not exceed 32 kg. must not exceed 6 kg.
Transported as freight if total Transported as checked baggage
weight of AVIH and kennel is if total weight of pet and kennel is
over 32 kg. over 6 kg.
Kennel Pet kennel measurements must
not exceed 35 cm (length) x 30cm
(width) x 20 cm (height). The pet
kennel must be placed on aircraft
floor, in front of the passenger
seat.
Other Final acceptance for carriage of
pet on board is subject to

MANUAL 10MAY2017
condition captain’s approval. The passenger

is fully advanced informed about
this.
Passenger must assume all risks
of pet carriage such as injury,
sickness or death during carriage,
even in case it is removed from
cabin to cargo compartment due
to the captain‘s approval.
Pets as carry on baggage is not
accepted on business class of
B787, A350.
b) Other animal that are not mentioned in 9.5.2.1 a) above are transported as
freight.
c) Dog, cat breeds as mentioned in Annex 2 are not permitted for travel.
d) Pet travel service must be made in advance, at least 24 hours before
departure.
e) Pet must be in a kennel that match criteria as mentioned below and is
prepared by passenger.
f) Documents for pet must be valid and adapt all appropriate requirements
such as export/import permits, health and rabies vaccination certificate,
other documents required by government authorities of destination/transit
countries.
g) Some countries has specific law on import/export permit by air transport,
animal‘s number, age, breed … See details in TIMATIC or contact
government authorities of destination/transit countries.
h) VNA has the right to not to transport pet if it does not adapt condition for
carriage below. VNA shall not assume any cost in connection with this
refusal.
9.5.2.2 Condition for carriage:
a) Requirement for animal


MANUAL 10MAY2017
1) Pet must be at least 10 week old, in good health and communicable to

human.
2) Pet should not have offensive smell, should not have an offensive
odor, should not cause harm to handling staff, other animals or
baggage,.
3) Pregnant pet is not accepted.
4) Pet’s documents must be valid and adapt all appropriate quarantine
requirements such as veterinary health certificate, Rabies vaccination
certificate, entry permit is abided by regulation of concerned
authorities.
b) Requirements for container
1) Container must have enough space to turn stand, stand and sit, and to
lie in the natural position
2) All materials such as fiberglass, metal, rigid plastics, weld metal
mesh, solid wood or plywood would be accepted. The container sides
must be solid with sufficient ventilation. The interior of the container
must be smooth with no sharp edges or protuberances in which the
animals can injure themselves.
3) The whole of one end of the container must be open, covered with
bars which are securely fixed to the container so the animal cannot
dislodge it. The door must form the whole of one end, be securely
locked for safety journey.
4) The floor of the kennel must be solid and leak-proof.
5) Any wheels must be removed or folded prior to the flight.
6) One kennel is accepted with one pet. However, a maximum of two
(02) birds may be shipped in one suitable cage. Bird cage should be
covered by muslin curtain to reduce light inside it.
7) Other conditions refer to Live Animals Regulations by IATA.
c) Requirement for documents:
1) Documents as mentioned in 9.5.2.1 above.
2) Waiver of responsibility (Annex 7A-6): 3 copies, stores as below:


MANUAL 21AUG2017
i) Ticketing office: 01 copy

ii) Passenger: 01 copy
iii) Departure station: 01 copy
3) Documents are required to be placed inside an envelope, going along
with pet kennel.
9.5.2.3 Handling procedure
a) General
1) Only rigid containers with a secure door are acceptable.
2) A water container must be provided in each container. Maximum
water level is 2/3 of container.
3) Only one animal per container, unless they are used to cohabiting, in
which case the following applies:
i) A maximum of two adults animals of comparable size up to 14
kg. Each, that are compartible, may be shipped in the same
container. Animals over that weight must travel individually.
j) Animals up to six months old from the same litter, up to a
maximum quantity of three, may be shipped in the same
container/compartment.
4) The container must be large eonough to permit the animal to stand in a
natural position, turn around and lie down.
5) Animal should be loaded last and unloaded first.
6) Mininimize time on the ramp to protect animals from wind, rain, noise
and extreme temperatures.
7) Keep other luggage at least 150 mm (6 inches) away from the
container sides to maximize ventilation.
8) Natural predators should not be positioned next to each other.
9) Do not load animals in the same compartment with dry ice or
radioactive materials.
10) Live animals must not be loaded in close proximity to incompartible
loads that have negative effects on their welfare (including human
remains).


MANUAL 21AUG2017
11) Exercise caution with containers that have wheels, ensuring the
container cannot roll during loading.
12) Containers must be securely attached to the compartment to prevent
shifting, using tie-down straps.
13) Take the deplaning animals immediately to the terminal for claim by
their owners.
14) Never use the baggage chute to deliver an animal. If the animal cannot
be immediately claimed, take the animal to a climate controled
waiting room.
15) The flight crew and station should be informed of AVIH loading to
ensure sufficient heat and airflow are maintained.
b) At branch office, GSA:
1) Receive request for pet service: breed, weight, colour, age of pet, size
and weight of kennel… for reservation.
2) Instruct passengers about requirements as mentioned in 9.5.1 and 9.5.2
of this manual.
3) Accept or refuse pet travel service base on condition of carriage.
4) Inform passengers the following information prior departure:
i) Pet must be fed 4 – 6 hour prior to departure.
ii) If flight time is over 12 hours, food should be available for pet.
iii) Pet is not allowed to use any kind of sedatives before departure.
5) If there is a schedule change or request to change pet travel service by
passenger: reservation and ticketing shall be changed accordingly.
c) At SSR center
1) Receive pet request sent by VNA branch offices, GSA and process
base on competence.
2) Send answer to VNA branch offices, GSA base on conditions of
carriages.


MANUAL 10MAY2017
d) At departure airport
1) Coordinate with ground handling unit to prepare, supervise the pet
handling process, check conditions as ventilator system, air
conditioner for safety transportation.
2) Notice pet to the PIC by NOTOC.
3) Inform concerned stations about pet travel service.
4) AVIH:
- Kennel must be stuck “Live animal”, loading instruction tag
and loaded in ventilated cargo compartment.
- AVIH loading must be applied to IATA regulations.
- If the AVIH escapes out of the kennel, the handing agent
could call for the owner’s assistance to catch AVIH as soon
as possible if the security is accepted.
- VNA representatives at transfer/arrival airport are not
responsible for taking care of AVIH.
5) PETC:
- Accept for carriage base on conditions above.
- Inform passenger that pet may be carried on cargo
compartment if it disturbs cabin crew and other passenger.
- Assign seat for the passenger with pet to seat at the last row
of the compartment. Exception: the first rows of ATR72.
- Avoid assigning seat for other passengers near pet if the seat
is available.
- Fill “Special Information to Cabin Crew” with information
such as passenger name and pet on board, seat number…
and hand over to cabin crew.
e) In flight
1) Captain shall be informed of the content of “Special Information to the
Cabin Crew” form by the purser.


MANUAL 10MAY2017
2) Cabin attendants instruct passenger traveling with pet to his/her

assigned seat.
3) Before closing aircraft door, if the pet annoys cabin crew or other
passenger, the cabin attendant could ask for approval from the captain
to remove PETC from the cabin to the cargo hold.
4) During take-off, the cabin attendants instruct passenger to hold the
pet, in order not to cause obstruction to cabin crew, other passengers
and the safety of the flight.
9.5.3 Service dog for reduced mobility passenger
9.5.3.1 General regulation
a) Service dog is one that has been specifically trained to assist a person with
reduced mobility and has been qualified by an assistance dog organization.
b) Service dog is a working animal that performs important functions for its
owner. Concerned staff should never attempt to pet, play with, direct, or in
any way distract service dogs, and should also stop other passengers from
doing so. Care and supervision of the dog is the sole responsibilities of the
owner.
c) Advance notice is required. If passenger does not meet advance notice
requirements for travelling with a service dog, VNA shall still make
reasonable efforts to accommodate the customer with the service dog if it
can be done, without delaying the flight.
d) Passenger have to prepare disposable mats in the cabin and will be placed
under the dog for its comfort.
e) Harness and muzzle must be provided by the owner and attached to the
owner’s seat belt. It is not a requirement to muzzle the service dog.
9.5.3.2 Requirement for document
a) Certification by relevant country’s Health Department.
b) Documentation that required by concerned airport authorities.
c) Document that proved the dog is trained by an organization registered as a
member of the assistance dog.
d) Dogs that not meeting above criteria shall be treated as pet travel service as
stated in 9.5.2.
a) Receive service dog request in advance, at least 8 hours before STD of
Vietnam domestic flight and 24 hours before STD of international flight.

MANUAL 10MAY2017
b) Seat allocation for passenger and service dog that do not cause obstruction
to an aisle seat or other emergency evacuation areas. See details in 2.1.6..
c) Inform the passenger sitting next to the reduced mobility passenger that a
service dog is present. If that passenger is unwilling to sit next to the dog,
another seat should be offered where the service dog can be
accommodated.
d) Other procedure is applied to 9.5.1 and 9.5.2.
9.5.4 Cabin Baggage
9.5.4.1 General Regulation
a) Cabin baggage (CBBG) are baggage that passengers purchase seat(s) next
to them for carriage.
b) Total CBBG each flight is 6 items.
c) Weight baggage is not over 75 kg per seat, pressure on seat over 0.046
kg/cm2 (equivalent to 75 kg/40cmx40cm seat area) shall not be accepted.
Three-dimension size of CBBG shall not exceed 40cm x 50cm x 160cm for
B787/777, A350/330, A321and not exceed 40cm x 50cm x 95cm for
ATR72.
Note: The pressure on the seat is calculated as the weight of
CBBG/contacting area of CBBG over the seat surface (kg/cm2).
9.5.4.2 Acceptance for carriage
a) CBBG services request must be made at least 24 hours prior to ETD.
b) Passenger and CBBG must have confirmed ticketed on the same flight and
in the same class of service.
c) CBBG must be packed (if necessary) so that it do not scratch the seat, or
harm the nearby passengers.
d) CBBG must be stabilize by extra seat belt during flight.
9.5.4.3 Handing procedures
a) At Booking Office of VNA Branch Offices, GSA
1) Receiving request for CBBG.
2) Handle CBBG or send this request to SSR Center basing on competent
authorization.
3) Inform passengers about conditions of carriage and possibility of
acceptance.

MANUAL 10MAY2017
4) Rebook CBBG request if there is a schedule change after CBBG

confirmation or send request to SSR Center basing on competent
authorization.
b) At SSR center
1) Receive CBBG request sent by VNA branch offices, GSA and process
base on competence.
carriages.
c) At departure airport
1) VNA Representatives at the airport
i) Coordinate handling company to prepare, follow and supervise
the CBBG handling process.
ii) If passenger requires CBBG service at the time of departure at
the airport, VNA Representatives decide to accept or refuse the
request according to regulations of local authorities at airport of
departure, intermediate, arrival and departure time of the flight.
2) Ground handling company
i) Check carriage condition, check-in and inform passenger that
passenger shall take care of his own baggage, carry it, and
assume all risks may arise during its time in lounge and when it
is uploaded into cabin
ii) According to situation and departure time, check-in staff requires
passenger repack suitable or reject for carriage if CBBG is not
guarantee for carriage,
iii) Passenger and his CBBG shall be allocated next to each other in
the same row for their convenience.
iv) Do not load CBBG near emergency exit for safety reasons
v) Handling staffs tag the baggage tag (Cabin tag) for CBBG and it
is note that CBBG isn’t included dangerous good.
vi) Notice passenger and CBBG to NOTOC and send to cabin crew.
3) Technical company collaboration with Crew team ensures to provide
adequate number of extra seat belts before the flight and recollect
them all after the flight.

MANUAL 10MAY2017
d) In flight
1) Notice passenger with CBBG to the captain after receiving NOTOC.
2) Instruct passenger to the allocated seats.
3) Cabin crew (attendant) is responsible for securing CBBG to the seat
by seatbelt and/or extra seatbelt at the departing airport with the
assistance of technical staff (if any) at the airport.
Note:
If the length of the longest dimension is more than 115cm but not
exceeding 160cm/a seat for B787/777, A350/330, A321 aircraft, the
CBBG is to position diagonal to the foldable seat and is tightened by
seatbelt.
4) Passenger shall take care of his block baggage during flight
5) During the flight, cabin crew has to frequently keep an eye on CBBG
to have appropriate action.
6) Cabin crew and technician assist passenger to remove the extra seat
belt from the CBBG after landing.
7) Cabin crew and technician assist passenger to bring CBBG out of
aircraft if requested by passenger.
e) At transfer/ arrival airport
1) Cabin crew shall untie the CBBG at the transfer/ arrival airport with
the assistance of technical staff (if any) at the airport.
2) Passenger shall carry his block baggage out of the aircraft and assume
all risks may arise since that time.
9.5.5 Checked bulky baggage, bike
9.5.5.1 General regulations
a) Bulky baggage (BULK) to be carried as checked baggage with total
dimensions of exceeding 203 cm and/or weighing over 32kg/baggage.
9.5.5.2 Bikes (BIKE) to be carried as checked baggage include all kind of
regular bikes, sport bikes, powered bikes (operated by thermo-battery or
electric-battery, etc.)
9.5.5.3 Acceptance for carriage
a) BULK/BIKE services request shall be made at least 24 hour prior to ETD

MANUAL 10MAY2017
b) BULK must be packed in a neat manner without sharp-pointed angles.

c) BIKE must be packed in box and satisfies the following requirements:
1) Handle bars is positioned along the length direction of the bike.
2) Disassemble and pack the bulky parts like: pedal, lamp, mirror,
support pole…
3) The tires must be flatted before being packed
d) Carrying BIKE having engines follows regulations indicated in the table
2.3A of Dangerous Good Regulations issued by IATA.
e) Limits of dimensions and weights for BULK/BIKE transportation is subject
to individual aircraft.
f) BULK/BIKE transportation adapting all concerned airport authorities.
9.5.5.4 Handling procedures
a) At Booking Office of VNA Branch Offices, GSA
1) Receiving request for BULK/BIKE or via e-mail.
2) Handle or send this request to SSR Center basing on competent
division.
3) Inform passengers directly or email about conditions carriage and
possibility of acceptance.
4) Rebook BULK/BIKE request if there is a schedule change after
confirmation or send request to SSR Center basing on competent
authorization.
b) At SSR center
base on competence.
carriages.
1) VNA Representatives at the airport coordinate Handling Company to
prepare, follow and supervise the BULK/BIKE handling process.
2) Check-in staffs check the packaging of BULK/BIKE to make sure it is
compliant with the current transport requirements

MANUAL 10MAY2017
3) If passenger requests the service for BULK/BIKE when checking in at

an airport: VNA representative at the airport shall base on the actual
situation and departure time of the flight to accept or refuse the request
of transport for BULK/BIKE.
9.5.6 Sport equipment
a) Sport equipment (SPEQ) is defined as a bag or piece of equipment
obviously dedicated to the pursuit of sporting activity.
b) All sporting equipment must be properly packaged in protective bags or
warp.
c) SPEQ service must be made in advance, at least 24 hour prior to STD.
d) Sporting equipment specifications:
1) Golf set: One golf bag containing maximum 14 golf clubs, 12 golf
balls, T-shaped devices with total weight no more than 20 kg.
Equipment other than above-mentioned items shall not be regarded as
golf set.
2) Snow/water ski set: One set of skies, a pair of ski pole, and a pair of
ski shoes or boots. Equipment other than above-mentioned items shall
not be regarded as standard ski set.
3) Scuba diving equipment: Scuba diving equipment set includes a scuba
cloth, a breath tube, a pair of screws, and a diving mask. The
equipment belong to dangerous goods group (for example: pressure-
gauge, scuba…) shall not be accepted.
4) Hang gliders: accepted if they are within the maximum dimensions of
2.5m x 1.00m x 0.80m.
5) Archery equipment: one or a combination of the following: one bow,
one quiver containing arrows, a maintenance kit.
6) Fishing equipment: two rods, one reel, one landing net, one pair of
fishing boots and one fishing tackle box/bag.
7) Bowling equipment: One bowling bag, one/two bowling ball, one pair
of bowling shoes.
8) Surfboards, windsurfers, A sport equipment for wave surfing includes
a surfboard
9.5.6.2 General Handling procedures
a) At booking office of VNA Branch Offices, GSA

MANUAL 10MAY2017
1) Receiving request for SPEQ or via e-mail.

2) Handle or send this request to SSR Center basing on competent
division.
3) Inform passengers directly or email about conditions carriage and
possibility of acceptance.
4) Rebook SPEQ request if there is a schedule change after confirmation
or send request to SSR Center basing on competent authorization.
b) At SSR center
base on competence.
carriages.
1) VNA Representatives at the airport coordinate Handling Company to
prepare, follow and supervise the SPEQ handling process.
2) Check-in staffs check the packaging of SPEQ to make sure it is
compliant with the current transport requirements
3) If passenger requests the service for SPEQ when checking in at an
airport: VNA representatives at the airport shall base on the actual
situation and departure time of the flight to accept or refuse the request
of transport for SPEQ.
9.5.7 Carriage of passenger‘s mobility aids and assistive devices
a) Types of assistive devices:
1) Mobility aids: assistive devices that are used by individuals with
mobility impairments such as canes and walkers, crutches and
wheelchairs.
i) WCBD – dry cell battery: Dry cell battery to be transported by a
customer which may require advance notification/preparation/
(dis)assembly.
ii) WCBW – wet cell battery: Wet cell battery to be transported by a
customer which may require advance notification/preparation/
(dis)assembly.


MANUAL 10MAY2017
iii) WCMP – manual power: Manual power to be transported by a

customer.
iv) WCLB – lithium ion battery: Lithium – ion battery to be
transported by a customer which will require advance
notification/preparation/ (dis)assembly. As there are special
loading procedures for dry, wet cell and lithium-ion batteries,
advance notice for departure airport is always required.
2) Assistive device means any piece of equipment that assist a customer
with a disability to cope with the effects of his or her disability. Such
device are intended to assist a customer with a disability to hear, see,
communicate or perform other functions of daily life and may include
medical devices and medications
3) Equipment used by service animal (e.g. harness, leash, vest) in
conjunction with its work as a service animal is also an assistive
device however food is not equipment and therefore when tendered
as carry on or check baggage, the standard size, weight, and baggage
allowance.
b) Condition for carriage:
1) Mobility aids such as canes, walkers, crutches and wheelchairs that
are carried by customer as carry on or checked baggage shall be
accepted as with free of charge in addition to the baggage allowance
provided that the equipment is necessary for their journey.
2) Each disability passenger is permitted to carry 01 assistive device and
two pieces of mobility aids in addition to the free baggage allowance.
(01 wheelchair and/or 01 cane/crutch).
3) European flights: Each disability passenger is permitted to transport of
two items of mobility equipment with free of charge.
4) Disability travelling on two or more sectors where there are different
baggage policies for mobility aids and assistive devices, the most
generous policy shall apply to all sector.
5) Personal wheelchair can be accepted as cargo baggage, passengers
must request service in case weight of personal wheelchair is over
32kgs. VNA may accept or reject base on possibility of providing.
c) Handling procedure:
1) Checked baggage:


MANUAL 10MAY2017
i) Wheelchair accepted as checked baggage should be tagged with a

MAAS/Priority baggage tag.
ii) The use of “Limited release” to limit the carrier’s liability on the
carriage of the wheelchair is not permitted.
iii) A “Special Delivery Tag” should be affixed if a customer
requests the use of a wheelchair during transit or to have the
wheelchair collected at door side /gate (instead of baggage claim
belt) at the transit station or destination.
iv) Dangerous goods regulations by IATA and ICAO must be
applied and regulations below.
v) Advance notice about the wheelchair, battery must be made to
the ground handling unit.
vi) The ground handling staff shall issue a NOTOC informing the
carriage of wheelchair.
2) Carry-on baggage:
i) Disability passenger‘s collapsible manual wheelchair is permitted
as carry-on baggage and stow in the aircraft cabin.
ii) Accepting and handling carry-on baggage as passenger request. If
the wheelchair is too big in size and does not fit into the
designated stowage are, it should be accepted as checked
baggage in accordance with the procedure outlined in wheelchair
as checked baggage above.
iii) Only one collapsible manual wheelchair can be stowed in the
aircraft cabin; priority will be based on a first come first serve
for customer who self identifies for pre-boarding at the gate in
order stow his/her wheelchair in the aircraft.
iv) Passenger shall be allowed to use their own wheelchair inflight,
provided all of criteria described above are met and the width of
the wheelchair is smaller than the aisle width.
v) Prior to the boarding, wheelchair as carry-on baggage must be
informed to the cabin crew so that he/she can relocate the
catering and accessory items otherwise to be placed in the
designate stowage.
vi) NOTOC is required for collapsible manual wheelchair.
vii) Send telex to the transit station and destination including the
following information: the passenger name, tag number, loading
position, onward flight and destination.
9.5.8 Baby basket, collapsible trolley, personal wheelchair
9.5.8.1 Carried as checked baggage


MANUAL 10MAY2017
1) Check in at check in counter: Check-in staffs attach baggage tag and

service as checked baggage.
2) Check in at boarding gate:
i) Check-in staffs attach “Limited Release” tag (signed by passenger)
and “MASS” tag. Staffs inform passenger of receiving baggage at the
gate of arrival airport.
ii) The baggage shall be loaded to the cargo hold 5 or the door-side of the
aircraft and received at the gate of arrival airport. Information of
transporting them in hold 5 should be informed to destination.
iii) Handling staff at destination check information and delivery baggage
for passenger at the gate.
iv) At arrival airport, passenger shall be assisted to receive baggage and
move quickly to the airport by crew attendant. If passengers don’t
want to receive baggage at gate, baggage shall be delivery at baggage
claim area
9.5.8.2 Carried as carry-on baggage
1) Check-in staffs coordinate with crew team to check possibility of carriage
the baggage on cabin.
2) If baggage is accepted carriage on cabin, crew attendant shall receive the
baggage at the gate and put on suitable position. Note: Don’t put on line,
emergency line, business class cabin, near seats of disable person.
3) If baggage is unaccepted carriage on cabin, make according to article
9.5.6.2 a (i) of this manual.
9.5.9 Dangerous Goods to be carried as baggage
In principle, dangerous goods are only accepted to air transportation via cargo.
However, due to the hazardous nature and level, some dangerous items can be
air-transported as baggage (checked baggage, hand or carry-on baggage). See
details in Dangerous Goods Manual.
9.5.10 Dangerous Objects, guns and ammunitions
No person may, while on board an aircraft being operated in commercial air
transport, carry on or about their person a deadly or dangerous weapon, either
concealed or unconcealed. VAR 13.023 (a). This section does not apply to
officials or employees of the State who are authorized to carry weapons or crew
members and other persons authorized by the AOC holder to carry arms in
accordance with Aviation Security Program and Aviation Security Guidance of
VNA.

MANUAL 10MAY2017
The acceptance of guns, ammos and supporting equipment must follow

regulations under Aviation Security Program and Aviation Security Guidance of
VNA.
9.5.11 Fragile
Fragile items, such as: glass products, liquors... should not, in principle, be
accepted as checked baggage.
However, if passenger insists, owing to his unsuitable size baggage (for loading
on cabin), such item may be accepted as checked baggage only at the owner’s
risk.
a) Attach “Fragile” tag to the baggage.
b) Use “Limited Release” tag. Passenger is required to sign on proper portions
of the tag as applicable regulation.
9.5.12 Fresh, perishable items
a) The items listed below are considered as fresh, perishable:
1) Fresh or frozen foodstuff, such as: fruits, vegetables, and meat, fish,
and poultry and bakery products.
2) Floral and nursery stock, such as flowers, fruits and vegetable plants.
3) Cut flowers and foliage, such as: floral displays.
b) In principles, fresh, perishable items are not accepted as checked baggage.
c) To convenience for passengers, in some cases VNA will accept these items
transported as checked baggage at the owner’s risk. VNA will be not
responsible for other problems occurred. Passengers will receive only
compensation for late and lost baggage (if any) as VNA’s regulation
d) Regulations for packing fresh/ perishable items:
1) Fresh, perishable items must be packed to ensure for carriage. If
necessary require passenger to repack to avoid lost or damage to other
baggage


MANUAL 10MAY2017
2) Inside Packing: They will have to be packed in plastic bags with

thickness of 0.1 mm and can be packed in many layers in order to
avoid being torn, hole.
3) Outside Packing: After inside packing as above, they will have to be
packed in plastic/ porous/ waterproofing material containers. The
containers will have to be packed carefully outside,
4) Each Plastic/ porous/ waterproofing material containers will have to
be covered by plastic with thickness at least 1mm.
5) Weight of container will have to follow checked baggage weight
restriction policies.
e) Regulations for packing strong smell items
1) Salted fish, and other odor liquid must be packed in plastic container,
sealed completely and is ensured not to affect other nearby baggage.
Each plastic container should not contain more than 95% of its volume
to avoid clash caused by thermal expansion and pressure. All plastic
bottle and/or pot must be put in foam container, which is sealed tightly
and firmly reinforced in order to avoid clash or break during handling
and carriage.
2) Durian and perishables baggage must be packed tightly by plastic bag
before being put in the container or baggage to avoid affect other
nearby baggage.
f) Conditions of carriage
1) Each passenger is allowed to carry in his checked baggage not more
than 03 litter of salted fish and 0.5 kg of durian.
2) Do not accept for carriage odor liquid in flight operated by ATR72
3) Glass bottle or container which is not sealed properly shall be rejected
for carriage
4) VNA do not assume the responsibility for keeping and reserving odor
baggage when it is refused for carriage
1) Work with airport securities to inform when there are problems inside
baggage

MANUAL 10MAY2017
2) In case figuring out fresh/perishables items packed unqualified, VNA

Airport Representatives can request passengers to repack by using
packing services at airport. This fee will be paid by passengers.
3) At the airport, VNA Representatives will make the final decisions
whether accept to transport fresh/perishable items in baggage or not.
1) The container is attached “fragile” tag, “Limited Release” tag and
require passenger to sign on proper portions of the tag as applicable
regulation.
2) The passenger should be reminded of the relevant quarantine
regulations and that no refund shall be made against excess baggage
charges paid in case of confiscation either at the station of origin or
destination.
3) In case figuring out fresh/perishables items when checking baggae,
check-in staff will have to inform VNA Representatives.
9.5.13 Remains
a) Ashes
1) Ashes may be allowed to carry as carry-on baggage or checked
baggage provided that passenger possesses Quarantine Certification of
Medical Center (City or Province level).
2) Once accepted as checked baggage, Ashes must be firmly packed so
that it can stand from clashing.
b) Remains
1) Remains are only accepted to carry as checked baggage in Domestic
flights
2) Remains must be granted Quarantine Certification by Medical Center
(City or Province level).
3) Remains must be firmly packed and put in hard container to ensure
not to be damaged and smelled, observing the instruction of Medical
Center.
c) The carriage of remains or ashes is only applied for VNA flights, otherwise
passenger has to contact with carrier concerned for acceptance. The


MANUAL 10MAY2017
carriage must be complied with regulations of local government(s)

concerned of departure, transit and arrival station.
d) VNA do not accept to carry dead body as checked baggage. Dead body is
only accepted to carry in cargo compartment applying cargo handling
regulations.
a) Check-in Staffs check packing of remains or ashes and relevant documents
according regulation.
b) VNA Representatives coordinate with ground staff team to prepare, follow
and supervise the handling process.
c) In case of requirement service until present at the departure airport, VNA
Representatives decide to accept or reject the request according to
regulations of local authorities at airport of departure, intermediate, arrival
and departure time of the flight.


MANUAL 10MAY2017
ANNEX 1
PET KENNEL


MANUAL 10MAY2017
ANNEX 2
DOG AND CAT BREEDS ARE NOT ALLOWED TO CARRY
Snub/Pug-nosed Dog Snub-nosed Cat

Akita Burnese
American Bulldog Exotic
American Staffordshire Terrier Himalayan
American Pit Bull Terrrier Persian
Boston Terrrier
Boxer
Brussels Griffin
Bulldog
Chinese Pug
Chow chow
Dogo Argentino
English Bulldog
English Toy Spaniel
French Bulldog
Fila Brazillero
Lhasa Apso
Japanese Boxer
Japanese Chin
Japanese Pug
Japanese Spaniel(Chin)
Mastiff (all breeds)
Pekingese
Pit Bull
Pug
Shar Pei
Shih Tzu
Staffordshire Bull Terrier
Spaniels
Tibetan Spaniel
Tosa and its mix breed
Rottweiler and its mixed breed

BAGGAGE HANDLING 9.6/P 1
PASSENGER HANDLING BAGGAGE MISHANDLING Rev 01

MANUAL 15MAR2017
9.6 BAGGAGE MISHANDLING

9.6.1 General regulation
9.6.1.1 Definition and applying scope
a) Baggage: Unless otherwise specified, in this regulation baggage shall be
defined as checked baggage
b) Baggage mishandling shall be defined as unusual handling to passenger’s
baggage since the baggage has finished checking procedures till the
moment it must have been delivered to passenger or to the next Carrier at
the intermediate station by Vietnam Airlines. Baggage mishandling
includes:
1) Missing baggage, including delayed baggage
2) Damaged baggage
3) Pilfered baggage
4) On-hand baggage
c) Applying scope: All kinds of checked baggage, carry-on baggage and
belongings of all passengers on the following flights shall be observed by
this regulation:
1) All domestic and international flights of Vietnam Airlines;
2) Code-share flights between Vietnam Airlines and others Carriers
(based on individual agreement between parties)
3) Interline flights in which Vietnam Airlines has at least one leg
4) Charter flights agreed by Vietnam Airlines
d) When baggage service is handled by a handling agent, Vietnam Airlines
Station Manager takes charge of ensuring that:
1) The handling agent strictly follows the rules set forth in this section
2) Vietnam Airlines Representative at this station should be duly
informed of all pending cases of delayed/lost/damaged/pilfered as well
as on-hand baggage.
9.6.1.2 Vietnam Airlines Liability
a) It is the duty of Vietnam Airlines Staff to be willing to help passenger
whose baggage has been mishandled. Vietnam Airlines Staff shall always


MANUAL 15MAR2017
shows sympathy and creates advantages to help the above mentioned

passenger.
b) All online stations of Vietnam Airlines may issue Property Irregularity
Report (PIR). Lost and Found Section or Vietnam Airlines Station Manager
at the above station shall implement any necessary tracing procedures.
c) PIR shall be used as a major link between passenger and VNA when the
mishandled baggage concerned. Though not involving any
acknowledgement of liability, all information in the PIR shall be seen as
agreed evidence when the claim has been resulted. Therefore, any entry
must be clear, exact and complete.
d) PIR would be issued in the following cases:
1) Lost baggage, including delayed baggage.
2) Damaged baggage
3) Pilfered baggage
e) Passengers could use PIR when they want to claim in any official
representative of Vietnam Airlines. To avoid duplicate of work and effort,
the first section who dealt with the claim shall handle it to conclusion.
However, when the above office is unable to conclude the case due to the
passenger’s limited stay, the complete tracing file may be transferred to the
VNA's station at or nearest to the passenger’s final destination for
subsequent handling.
f) Liability limitation of Vietnam Airlines in handling other carrier’s
mishandled baggage
1) Unless otherwise specified in Code-share/ Joint Venture/ Block-seat/
Seat Exchange or other Bilateral Agreement between Vietnam
Airlines and Counter parts, Vietnam Airlines takes charge of handling
mishandled baggage of Carriers within 5 days since the date of file
creation, the liability is limited as follows:
i) File Creating, including PIR Printing
ii) File Updating
iii) Passenger Contact
iv) Carrier Informing
v) Initial, suspending and resuming Tracing
vi) Station Action File settling

MANUAL 15MAR2017
vii) File Closing

2) Vietnam Airlines is not liable for file closing after 5 days since the
date of file creation, compensation of delayed/mishandled baggage,
delivery of mishandled baggage, baggage repair, ect. The above
mentioned duties shall be only implemented based on separate Annex
between Partners and Vietnam Airlines at individual Station.
3) After 5 days from the date of file creation, complete files are passed to
carrier for further settlement.
g) Handling mishandled baggage for airlines of SkyTeam:
1) The handling of mishandled baggage for airlines of SkyTeam is
specified in detail in cooperated agreements between VN and other
members of SkyTeam, which ensure the following requirements:
i) The file reference is created under the last Operating Carrier
code.
ii) The last Operating Carrier shall be responsible for creating file
reference, tracing the missing baggage and delivering to the
passenger’s address and dealing with the claim until the final.
iii) The last Operating Carrier shall be responsible for monitoring,
settling the mishandled baggage files until the final, closing
file after the baggage has been found and delivered to passenger;
or baggage could not be found, but compensation payment have
been made.
iv) The last Operating Carrier shall be responsible for compensation
for baggage coming late of passengers in accordance with the law
of the country of settlement and the policy that Carrier.
v) The last Operating Carrier shall bear expenses related to
resolving complaints of passengers in accordance with the law of
the country of settlement and the policy that Carrier.
2) Upon the above requirements together with each bilateral agreement,
VNA representatives at airports need to establish respective
commitments with Ground Handling Companies to ensure that all
responsibilities of VNA is taken as the carrier operating last segment.


MANUAL 15MAR2017
h) Duties in baggage mishandling of the separate offices in three base stations:
Duties Liabilities
No
At NBA At DAD At TSN
1 - AHL, OHD, DPR file creation
- Tracing, file updating, passenger
contact, file closure (till VIAGS
2
compensation or compensation
limited time)
Following up files from its

NOC and
compensation limited time, or Middle Regional
3 Northern TOC
until passenger request Office (DOC)
Regional Office
compensation.
Compensation including:
- Delayed baggage NOC and
Middle Regional
4 Northern TOC
- Baggage repair Office (DOC)
Regional Office
- Damaged baggage
File closure after the NOC and

Middle Regional
5 compensation limited time and Northern TOC
Office (DOC)
reporting Regional Office
Delivery of delayed baggage and

6 VIAGS
missing baggage
i) Storage of mishandled baggage file

VNA’s representatives and/or divisions who process and pay
compensation shall have the responsibility to store, keep and preserve
the mishandled baggage file in accordance with concerned regulations.
9.6.1.3 IATA Baggage Identifier Codes
a) To make it easy for mishandled baggage tracing, IATA Baggage Identifier
Code has been created, agreed and applied among IATA members.
Therefore, this code must be used in message relating to mishandled or
unclaimed baggage. It should be noted that this Identifier Code is regularly
updated. The current Baggage Identifier Code is the 6th edition and valid
from 1/6/2007.

MANUAL 15MAR2017
b) This code includes 3 main parts

1) IATA standard color codes, shown as 2- alpha code as follow
i) WT: White/ Clear
ii) BK: Black
iii) GY: Grey
iv) BU: Blue
v) PU: Purple
vi) RD: Red
vii) YW: Yellow
viii) BE: Beige
ix) BN: Brown
x) GN: Green
xi) MC: 2 or more colors excluding trim
xii) PR: Pattern
xiii) TD: Tweed
2) IATA standard baggage identification code: shown as 2-number code,
includes:
i) Close without zippers Types: 01-12
- 01: Horizontal design Hard Shell
- 02: Upright design
- 03: Horizontal design suitcase Non – expandable
- 05: Horizontal design suitcase Expandable
- 06: Briefcase
- 07: Document case
- 08: Military style bag
- 09: Plastic/laundry bag
- 10: Box (if single Item use codes 01-99 with descriptive element
B)
- 12: Storage Container
ii) Close with Zippers Type Bags 20-29


MANUAL 15MAR2017
- 20: Garment bag/suit carrier

- 22: Upright design, soft material
- 22D: Upright design, combined hard and soft material
- 22R: Upright design, hard material
- 23: Horizontal design suitcase
- 25: Duffel/sport bag
- 26: Lap Top/ Overnight bag
- 27: Expandable upright
- 28: Matted woven bag
- 29: Backpack/rucksack
iii) Miscellaneous shape bags (code 50-59)
- 50: Hat box
- 51: Courier Bag/box/package
- 52: Trunk/Sample/Display Case
- 53: Art/Display Portfolio
- 54: Tube without sporting equipment
- 55: Duty Free Articles
- 56: Cosmetic/Beauty Case
- 57: Kennel/ Pet Container
- 58: Ice Chest/ Cooler
- 59: Tool/Tackle Box
iv) Sporting equipment
- 60: Fishing Rods
- 61: Firearms
- 62: Golf bag and /or Clubs
- 63: Bicycle and/or Accessories
- 64: Sleeping bag/Bedroll/Tent
- 65: Surf equipment
- 66: Skis/ Ski Poles
- 67: Snow Board and other sleeping devices


MANUAL 15MAR2017
- 68: Ski boots/ Boot bag

- 69: Sporting Equipment – Not show else where
v) Child/ Infant equipment
- 71: Child/Infant Seat
- 72: Child/Infant Equipment – Not list else where
- 73: Full size Baby Carriage
- 74: Umbrella Stroller
- 75: Wheeled Sporting items
vi) Audio, visual Equipment
- 81: Audio/Video/Visual/Photo Equipment
- 82: Computer/communication Equipment
- 83: Electrical Appliances
- 85: All music instruments
- 89: Folding chair
vii) Others
- 90: Baggage Trolley
- 91: Orthopedic Devices
- 92: Security Removed Items
- 93: Shopping Bag
- 94: Wheelchair, powered or manual and accessories
- 95: Orthopedic devices
- 96: Bedding bag
- 97: Dive bag/Equipment
- 98: Umbrella (all types)
- 99: Other Articles not listed
3) Descriptive elements: used maximum of 3 letters to describe some
outside baggage identifier, includes:
i) Material Elements:
- D: Dual Soft/Hard
- L: Leather
- M: Metal

MANUAL 15MAR2017
- R: Rigid (hard)
- T: Tweed
ii) Basic elements:
- B: Single item in a box
- K: Cabin size
iii) External Elements
- C: Combination locks
- H: Retractable Handles
- S: Straps to Close/secure
- W: Wheels/Rollers
- X: no external descriptive elements
c) Rules:
(i) The system use signs to describe the color, type and descriptive
element of baggage. Among these signs, the first 2 letters shows color,
the next 2 numbers shows type and the last 3 letters shows descriptive
element.
For example:
- BK01CSW: A hard shell and black bag with combination locks, straps
and wheels
- GN08XXX: A green military style bag without special descriptive
element.
- BN20PXX: A brown garment bag with outside pockets and non-
special descriptive element
(ii) However, if the IATA Baggage Identifier Code of mishandled
baggage is 02 or 22, and the baggage has retractable handle (H) or
wheels (W), it is not needed to put “WH” in the baggage description.
Ex: BK02XXX.
9.6.1.4 Reason for loss code
a) To identify the reason for loss in general, IATA has given the primary and
secondary codes of baggage handling relating to baggage mishandle.
b) Vietnam Airlines creates specific Reason for loss Codes applying only for
flights it operates. In order to look up those Code, use the following
transactions:

MANUAL 15MAR2017
(i) WM DSP RLC : to look up primary code

(ii) WM DSP RLC/10 : to look up secondary code (group 10 …)
Apply similarly with other secondary codes.
c) These codes contain 2 numeric characters, included 9 following primary
groups:
10- Station Errors Tagging
20- Station Errors short shipped
30- Station Errors - Loading
40- Station Errors - Arrival
50- Transfer Baggage Error
60- Airport - General
70- Miscellaneous
80- Damage
90- Pilferage
d) Secondary Codes also contain 2 numeric characters, details as followed:
No Code English Vietnamese
10 STATION ERRORS – TAGGING Lỗi của sân bay trong việc gắn thẻ
INCORRECT OR NO ENTRIES ON Gắn thẻ sai hoặc không điền thông
1 11 TAG tin vào thẻ
NOT CHECKED TO FINAL Không làm thủ tục hành lý đến điểm
2 12 DESTINATION cuối cùng
WRONG BAG LABELED - FOR Dán sai nhãn hành lý- ví dụ: thay đổi
3 15 EXAMPLE - TAG SWITCH thẻ
4 17 OLD TAG NOT REMOVED Không xé thẻ cũ

BAGGAGE NOT RECONCILABLE /
Trong hệ thống check-in không có
5 18 NO OR WRONG DATA IN CHECK-
IN SYSTEM. dữ liệu hoặc dữ liệu sai
STATION ERRORS - Lỗi liên quan đến việc hành lý

20 SHORTSHIPPED không được chất lên chuyến bay.
BAG LEFT AT STN OF ORIGIN/ Hành lý bị bỏ lại sân bay xuất phát/
6 21 CORRECTLY LABELED Gắn thẻ đúng

MANUAL 15MAR2017

BAG RECEIVED TOO LATE FROM Nhận hành lý quá muộn từ quầy làm
7 22 CHECK-IN thủ tục
STANDBY BAGGAGE LEFT
8 23 BEHIND Hành lý của khách sổ chờ bị bỏ lại
GATE CHECKED BAGGAGE LEFT Hành lý bị yêu cầu bỏ lại tại cửa ra
9 25 BEHIND máy bay.
OFFLOADING DUE Hành lý bị cắt lại do giới hạn về thể
10 26 SPACE/WEIGHT RESTRICTIONS tích hoặc trọng lượng
STATION ERRORS – LOADING

Lỗi của sân bay trong việc xếp
30
hàng
SORTING OR LOADING ERROR - Lỗi trong việc phân loại hoặc chất
11 31 WRONG AIRCRAFT xếp hành lý- nhầm máy bay
12 32 OFFLOADED BY ERROR Cắt nhầm hành lý
13 33 NOT OFFLOADED Không cắt hành lý
14 34 LOADED BEHIND CARGO Xếp hành lý phía sau hàng hoá
SORTING OR LOADING ERROR- Lỗi trong việc phân loại hoặc chất
15 35 WRONG CONTAINER OR xếp – nhầm container hoặc nhầm
COMPARTMENT hầm hàng
40 STATION ERRORS - ARRIVAL Lỗi của sân bay đến
16 41 DELIVERED TO WRONG AREA Chuyển hành lý nhầm khu vực
DELAYED DELIVERY TO CLAIM Chậm trễ trong việc chuyển hành lý
17 42 AREA đến khu trả hành lý
DELAYED DELIVERY OF
Chậm trễ trong việc chuyển hành lý
18 43 OVERSIZED/ODDSIZED BAGGAGE
TO CLAIM AREA quá khổ tới khu vực trả hành lý
50 TRANSFER BAGGAGE Phục vụ hành lý nối chuyến

PASSENGER REROUTED/BAG NOT Khách đổi hành trình/ hành lý không
19 51 REROUTED đổi hành trình
LEFT BEHIND CORRECTLY Hành lý bị bỏ lại mặc dù có dán nhãn
20 52 LABELED AND WITHIN MCT và phù hợp với thời gian nối chuyến
(INTERLINE) tối thiểu (interline)


MANUAL 15MAR2017
SUB MCT CONNECTION DUE Hành lý không nối được chuyến do

21 53 LATE ARRIVAL OF DELIVERING máy bay của hãng chuyển khách đến
CARRIER (INTERLINE) chậm (interline)
Hành lý nhỡ nối chuyến với các
MISSED ON-LINE TRANSFER
22 56 /OWN CARRIER WITHIN MCT chuyến bay của cùng hãng vận
chuyển (online) mặc dù đủ MCT
MISSED ONLINE TRANSFER DUE
Hành lý nhỡ nối chuyến do chuyến
23 57 LATE ARRIVAL OF DELIVERING
FLIGHT bay online đến muộn
BAGGAGE NOT RECONCILABLE - Dữ liệu hành lý của khách không phù

24 58 NO OR WRONG DATA IN CHECK- hợp hoặc sai so với dữ liệu trong hệ
IN SYSTEM thống check-in.
Hành lý không được phép chất xếp
25 59 BAG NOT AUTHORISED TO LOAD
tại sân bay nối chuyến
Các nguyên nhân khách quan tại
60 AIRPORT - GENERAL
sân bay
CONGESTION DUE INDUSTRIAL Hành lý không được vận chuyển do
26 61 DISPUTE đình công
CONGESTION DUE TO OTHER Hành lý không được vận chuyển vì
27 62 REASONS – WEATHER các lý do khác – như thời tiết
MISHANDLING DUE AIRPORT Trục trặc hệ thống BRS hoặc soi

28 63 SECURITY - BRS/X-RAY ISSUE chiếu
MISHANDLING DUE Trục trặc hệ thống thiết bị của sân
UNSERVICEABLE EQUIPMENT-
29 64 AIRPORT OWNED/BELT/ bay (hệ thống băng chuyền/phân loại
SORTATION SYSTEM/ETC …)
SPACE/WEIGHT RESTRICTIONS Các hạn chế về thể tích/trọng lượng
30 65 DUE WEATHER CONDITIONS vì điều kiện thời tiết
ERROR BY NON-AVIATION Lỗi do các nhà vận chuyển thuộc các
CARRIER FOR EXAMPLE- loại hình vận chuyển khác như vận
31 66 CRUISE OR GROUND chuyển đường thuỷ hay vận chuyển
TRANSPORTATION
mặt đất
CONGESTION DUE TO
Hành lý bị kẹt do Hải quan, công an,
32 67 CUSTOMS/POLICE/IMMIGRATION
ACTION Xuất nhập cảnh
AIRCRAFT PROBLEMS OR Các nguyên nhân thuộc về trang thiết
33 68 SYSTEM PROBLEMS EG SITA bị máy bay gặp trục trặc hoặc hệ
LINK DOWN thống SITA bị hỏng

MANUAL 15MAR2017
70 MISCELLANEOUS Các nguyên nhân khác
PASSENGER OFFLOADED/ BAG Hành lý dán nhãn đúng nhưng khách

34 72 NOT OFFLOADED không được chuyên chở
BAG NOT CLAIMED BY Khách không nhận hành lý khi được

35 73 PASSENGER WHERE REQUIRED yêu cầu
BAG SWITCH I.E. PASSENGER
36 74 TAKES WRONG BAG Khách nhận nhầm hành lý
NOT IDENTIFIED BY PASSENGER Hành khách không xác nhận hành lý

37 75 AT SECURITY CHECK tại điểm kiểm tra an ninh
38 76 FOUND WITHOUT TAG Hành lý được tìm thấy không có thẻ
ERRORS BY OTHER CARRIER Lỗi do các nhà vận chuyển khác ví

39 77 E.G. TAGGING ETC dụ trong việc gắn thẻ sai
REASON FOR MISHANDLING NOT Nguyên nhân phục vụ không phát

40 78 DETECTABLE hiện được
41 79 FILE CREATED IN ERROR Lập nhầm hồ sơ
80 DAMAGE Hành lý bị hư hỏng
42 81 BROKEN LOCKS OR HINGES Khoá hoặc bản lề bị vỡ

HANDLE OR STRAP OR WHEEL Tay nắm, quai xách hoặc bánh xe bị
43 82 BROKEN OR TORN OFF vỡ hoặc bị rách
44 83 BAG TORN OR RIPPED Hành lý bị rách hoặc bị thủng
BAG DENTED/CRUSHED/FRAME Hành lý bị móp, méo, bẹp, khung
45 84 BROKEN hành lý bị hỏng
SUPERFICIAL DAMAGE Hư hỏng bề ngoài bao gồm cả các
46 85 INCLUDING MINOR SCRATCHES vết xước nhỏ
WET DUE RAIN OR LIQUID Hành lý bị ướt do nước mưa hoặc
47 86 SPILLAGE IN HOLD chất lỏng bị đổ
48 87 DAMAGED CONTENTS Các vật dụng bên trong bị hư hỏng
DAMAGE TO SECURITY
49 88 INSPECTED BAGGAGE Hành lý kiểm tra an ninh bị hư hỏng


MANUAL 15MAR2017
50 89 DPR CREATED IN ERROR Hồ sơ DPR bị mở sai
90 PILFERAGE Hành lý bị moi móc

PILFERAGE INCLUDING BAG Hành lý bị moi móc bao gồm cả hư
51 91 DAMAGE hỏng hành lý
52 92 PILFERAGE Hành lý bị moi móc
PILFERAGE FROM CREW
Hành lý tổ bay bị moi móc kể cả bị
53 93 BAGGAGE INCLUDING BAG
DAMAGE hư hỏng
PILFERAGE FROM CREW

54 95 BAGGAGE Hành lý tổ bay bị moi móc
PILFERAGE FROM SECURITY

55 98 INSPECTED BAGGAGE Hành lý kiểm tra an ninh bị moi móc
9.6.1.5 Tracing
a) Vietnam Airlines is a member of the SITA-IATA Worldwide Baggage

Tracing System – known as ‘Worldtracer’. Vietnam Airlines’ process of
tracing established base on Worldtracer.
b) Marketing Service Department is responsibility for system managing,

professional backing up, and system data setting. Other divisions will use
Worldtracer in resolving baggage mishandling.
c) To access Worldtracer system through Gabriel system.
d) Please refer to ‘Introduction to applying SITA Worldtracer system’ Manual

published in July 2000 by Vietnam Airlines.
9.6.2 Handling baggage claim and compensation

a) VNA shall handle baggage claim and compensation for the following
people
1) Passengers
2) Cabin Crew of VNA


MANUAL 15MAR2017
3) Inheritor of or person who is authorized by the above-mentioned

people.
b) Time limit for baggage claim
1) Upon the receipt of the baggage, passenger must inform immediately
any irregularities (pilferage, damage, delay) at the baggage claim for
VNA‘s staff to open a property irregular report (PIR).
2) Receipt by the passenger without complaint is the prima facie
evidence that the baggage has been delivered in good condition and in
accordance with the document of carriage.
3) If baggage is damaged, the person entitled to the delivery must
complain to the carrier, at the latest, within seven (7) days (basing on
the seal of post office if any) from the date of receipt.
4) If baggage is delayed, the person entitled to the delivery must
complain to the carrier, at the latest within twenty one (21) days
(basing on the seal of post office if any) from the date the baggage
was placed at the passenger’s disposal.
5) If baggage is lost baggage, the person entitled to the delivery must
complain to the carrier, at the latest, within seven (07) days (basing on
the seal of post office if any) from the date the baggage was placed at
the passenger’s disposal.
6) Every complaint must be made in writing and dispatched within the
time-limits mentioned above. Any complains failing to arrive within
the time-limits and not in writing form shall not be considered to
process.
c) Time limit for processing a baggage complain and compensation
1) Within 30 days from the date of receipt the complaint, divisions and
individuals who are in charge of handling the complaint have to
response to the passengers whether accept or reject the claim.
2) Within 10 days from receiving the complete complaint documents,
divisions and individuals in charge have to process and pay
compensation to the passenger.
d) VNA will only process the baggage ‘s claim in the following cases:
1) Damage to baggage of passenger attributed to VNA’s responsibility in
air transport operation


MANUAL 15MAR2017
2) Damage to baggage of passenger in interline flight which VNA

operates at least one leg.
3) When VNA is entitled by other carriers to handle the baggage‘s
complaint on their behaves according to VNA’s compensation policy.
4) If damaged baggage arises in the code share and joint-venture flight,
depending on the specific terms and conditions mentioned in the
contract, VNA may process and pay the compensation to passengers
or just instruct them to complete the complaint file and direct them to
the legible carrier to file a claim.
5) If complaint arises from the flight operated by other carriers which
VNA is their agent, VNA will instruct and direct their passengers to
file a claim to the operating carriers.
e) The following divisions and individuals have responsibility to process
baggage complaint and pay compensation:
1) NBA Operating Center (NOC); TSN Operating Center (TOC):
Director and Deputy Director.
2) Northern Regional Office, Middle Regional Office, Southern Regional
Office: Director and Deputy Director and authorized person
3) VNA’s overseas Branch Office: General Manager, Deputy General
Manager and authorized person
4) Marketing Services Department: Director, Deputy Director
(responsible for complaints sent to VNA)
5) Finance and accounting department: Director, vice director
6) Cabin Crew division: Director, vice Director (handling complaint
about damage of passenger’s clothes, belongings due to careless of
cabin crew)
f) Competence of divisions when processing and paying compensation
1) Divisions and individuals responsible for handling baggage complaint
mentioned above are eligible to pay a maximum amount of USD 1250
(or other currency equivalent) per case.
2) For the complaint with the compensation amount exceeding the
number (USD 1250), divisions which are entitled to receive the
complaints at 9.6.2.1 e) send the complete file to Legal Department
for final handling.

MANUAL 15MAR2017
g) Scope of responsibility of VNA for checked baggage

1) VNA‘s scope of responsibility for checked baggage starts when the
passenger complete check in their baggage and finishes when VNA
delivery the baggage to passenger or when VNA delivery baggage to
onward carrier for transportation in other legs.
2) For code share or joint venture flights between VNA and other
carriers, VNA’s responsibility for checked baggage as regulated in the
code share or joint venture agreement.
h) VNA’s scope of responsibility for cabin baggage
VNA is only responsible for the damage of cabin baggage and passenger’s
belongings in 2 cases:
1) Due to aircraft ‘s accidence
2) Due to careless of cabin crew or any reasons can be attributed to
aircraft ‘s equipment.
i) Limits of liability
1) For international flights (except flights to and from an EC country)
where Warsaw Convention 1929 amended by Protocol Hagues 1955
applies:
i) The limits of VNA’s liability for checked baggage is USD 20 per
kg (or other currency equivalent)
ii) Value of a claim to be considered to compensate includes: the
actual value of the baggage, delivery charges and additional
charges but the total value not exceeding 20 USD/kg.
iii) Limits of VNA’s liability for cabin baggage does not exceed
USD 400 per passenger (or local currency equivalent)
iv) In the case of damage of both cabin baggage and belongings,
compensation is paid according to the real damage but not
exceeding the limits of VNA’s liability for that passenger.
2) For domestic routings (where Vietnam Aviation Law 2006 applies)
and EC routings (flight to or from an EC country – where EC
Regulation 785/2004 dated 21/4/2004 applies)
i) Limits of VNA’s liability for damage of baggage (including
cabin baggage, belongings, checked baggage) is not exceeding
1000SDR/ passenger (or local currency equivalent)


MANUAL 15MAR2017
ii) When both cabin baggage and check baggage of a passenger are
damaged for various reasons, compensation is made according to
the actual damage but not exceeding the limits of VNA’s liability
for that passenger (SDR 1000 or local currency equivalent)
iii) The foundation to evaluate the final compensation amount is the
real damage, receipts for items purchased and other concerned
factors but not exceeding SDR 1000 per passenger.
3) This regulation does not apply for value-declared baggage.
4) Limits of liability for baggage requiring a seat in the cabin
i) Limits of VNA’s liability for baggage requiring a seat in the
cabin (CBBG) does not exceed the limits of VNA’s liability for
checked baggage.
ii) For cabin baggage requiring a seat in cabin having high value,
passenger should be reminded to buy insurance for their baggage.
Upon check in this kind of baggage, check in staff should remind
passenger about VNA‘s limit of liability for cabin baggage.
j) Financial procedures for paying compensation
1) Apply current VNA procedures of paying and settling baggage
compensation
2) The concerned proof and receipt in the baggage compensation
handling file (provided by customers to prove the actual damage) must
be in accordance with current regulations set by Finance and
Accounting department.
k) Passenger can receive compensation money in one of the competent
divisions mentioned above. Before paying compensation to passenger,
individual and division concerned should check carefully the complete
compensation file. In case of doubt, it is necessary to check again with the
division who create the original baggage mishandled file. After that, the
division may pay claim amount to passenger or forward the complete file to
one of the competent division to handle with passenger.
l) Currency of payment
1) In Vietnam: Pay compensation to passenger by VND according to
current regulations of Ministry of Finance.


MANUAL 15MAR2017
2) At overseas: VNA’s overseas branch office can pay compensation to

passenger by USD or local currency equivalent. For SDR, apply the
exchange rate published by IMF at the time of paying compensation
(web www.imf.org)
m) When the lost baggage which passenger has received compensation amount
is found. VNA may deliver that baggage to passenger provided that
compensation amount has been refunded. If passenger refuse to claim that
baggage, it shall be settled according to VNA's regulations
n) VNA is not responsibility for and do not process any complaint of damage,
loss or delay of baggage happening due to the following reasons:
1) VNA is not responsible for damage of baggage due to force majeure

including but not limited to act of God, war, strike, trade embargo...
2) VNA is not responsible for damage due to items or objects inside the
passenger’s baggage. In case items contained in the baggage of
customers led to the damage of VNA’s assets or other passenger’s
baggage, the passenger must compensate all the damage and loss that
VNA has to bear due to the that damage.
3) VNA is not responsible for damage of fragile, perishable items,

money, jewelry, note, bond or any valuable documents, passport,
identity paper, sample contained in the checked baggage whether
VNA knows passenger put those items or objects in their bags or not.
4) VNA is not responsible for handling complaint sent after time limits
for claim.
5) VNA is not responsible for compensating for any damage which is

discovered outside the baggage claim area or in case VNA is not
informed about the damage right at the baggage claim area.
6) Responsibility of VNA for baggage attached limited release tag
i) For baggage rejected at gate due to overweight or oversize and

attached limited release tag, VNA will not responsible for paying
the delay compensation, except for baby basket/trolley.

MANUAL 15MAR2017
ii) For the baggage attached limited release due to damage,

improper coverage, fragile, perishable, … VNA will not
responsible for any complaint of damage which has been waved
of responsibility
9.6.2.2 Handling complaint about cabin baggage and belongings
a) Mishandling claim file includes the following documents
1) Claim letter signed by passenger or the person authorized by
passenger
2) Receipt of service charge (laundry charge, repair baggage…)
3) Irregular Report mentioning the damage status of the baggage signed
by the purser
4) Ticket (original or copy) or itinerary (in case of e ticket)
(Remark: documents under articles 1, 2, 4 shall be provided by passenger
or passenger‘s authorized inherit person)
b) Some remarks when processing a claim for cabin baggage and passenger’s
belongings
1) If cabin baggage or passenger’s belongings is lost or damaged due to
VNA’s careless, compensation payment is made according to actual
damage but not exceeding VNA’s liability for that passenger.
2) If passenger‘s clothes or belongings is lost or damaged, compensation
payment is made according to services charge (laundry, repairing… )
or actual value of item before damage but limited to VNA’s liability to
that case.
3) For international flight where Warsaw Convention 1929 amended by
Protocol 1955 applies, if damage to both cabin baggage and
belongings, compensation is paid according to the actual damage but
not exceeding 400 USD/passenger.
4) For domestic flights (where Vietnam aviation Law applies) and flight
to or from an EC country (where EC regulation 785/2004 dated
21/4/2004 applies): if various damage incurred to passenger’s baggage
(checked baggage, cabin baggage and belongings), compensation is


MANUAL 15MAR2017
paid according to the actual value but limited to 1000 SDR per
passenger.
5) In case damage of cabin baggage which is rejected at gate due to
overweight or oversize and must be loaded together with checked
baggage, compensation is made as it is for checked baggage. For the
international flights where Warsaw Convention 1929 amended by
Protocol Hague 1955 applies, the total weight to calculate the limits of
liability of the baggage is not exceeding the weight allowance for
cabin baggage.
9.6.2.3 Handling complaint about delay baggage
a) Definition
1) Delayed baggage is defined as the baggage which has been checked in
to a flight but is not available at the claim area within 6 hours after
arrival time.
2) Compensation for delay baggage paid to passenger should covers the
cost to buy necessities for passenger during delay time
b) Mishandling claim file includes the following documents
passenger
2) Receipt of buying necessities
3) Properties Irregular report (PIR – original)
4) Ticket (original or copy) or itinerary (electronic ticket)
6) Baggage tag (original)
(Remark: documents under articles 1, 2, 4, 6 shall be provided by
passenger or passenger‘s authorized inherit person.)
c) Handling delay baggage claim
1) Passenger may received delay baggage compensation for delay
baggage providing that:


MANUAL 15MAR2017
i) Passenger’s baggage is not available at the baggage claim area 6

hours after the actual arrival time.
ii) Passenger‘s permanent address is not the same as the city where
lost baggage is declared. Otherwise, VNA staff shall explain the
regulation and apologize passenger for the baggage delay.
2) Depend on the actual situation, VNA’s representatives could base on
the specific conditions to decide to pay delay baggage compensation
right at the airport or instruct passengers to send a complaint to the
carrier in accordance with current regulations.
3) Baggage delay compensation payment is made according to market as
follows:
No Destination Y class Business Class
1 Vietnam 30 USD 40 USD

2 Indochina countries 40 USD 50 USD
3 Europe, Korea, Japan, America 80 USD 90 USD
4 Other countries 60 USD 70 USD
4) Notes: For domestic flight (where apply Vietnam Aviation Law) or

flight to or from an EC country (where apply EC regulation 785/2004
dated 21/4/2004)
i) Since the limits of VNA’s liability for the damage of baggage
(check baggage, cabin baggage and belongings) is 1000 SDR,
after having been paid compensation as above, if passenger
continue to claim and can prove that the actual damage directly
arising from the delay of baggage (cost buying necessities …) is
higher than the compensation amount received, concerned
divisions consider an compensation amount according to the
actual damage but it is only paid when handling the final baggage
complaint of passenger, it means after passengers have received
their baggage or they have claimed for lost baggage (in case their
baggage is lost).
ii) When consider to compensate according to actual damage for
delay baggage, it is necessary to check carefully all the receipts
(buying necessities for personal needs while waiting for the

MANUAL 15MAR2017
baggage) to ensure that they are eligible and in accordance with

current regulations of Finance and Accounting Department. In
principal, the necessities are defined as clothes, necessary
personal items with reasonable quantity, variety and brand,
bought at an average price on the market of the flight destination.
iii) If VNA has paid delay baggage compensation to passenger
according to the table above, when calculating the final
compensation amount, it shall be deduct from the final one.
9.6.2.4 Handling complaint about pilfered and damage baggage
a) Mishandling claim file includes the following documents
passenger
2) Receipts
3) Properties Irregular Report (PIR – original)
4) Ticket (original or copy) or itinerary (e ticket)
6) Baggage tag (original)
7) Matching messages (in case of losing the whole bag)
(Note: documents under articles i, ii, iv, vi shall be provided by
passenger or passenger‘s authorized inherit person.)
b) For international flight (where Warsaw Convention 1929 amended by
Hagues Protocol 1955 applies)
1) For damage and pilfered baggage: compensation payment is made
according to the weight of baggage damaged or pilfered.
2) For pilfered baggage discovered by the passenger or VNA's staff (or
handling company‘s staff) at baggage claim area: compensation
payment are made according to the lost weight or declared value of
loss/pilfered items but not exceeding the VNA’s liability for the whole
baggage.
3) If the baggage is damaged but did not lose weight, compensation
payment is made according to the actual damage but limited to VNA’s
liability for that baggage.


MANUAL 15MAR2017
4) If luggage/container damages, compensation payment is made

according to the repairing cost or the value of the container prior to
damage but limited to 150 USD per container.
5) If passenger‘s wheelchair and crutch are damaged or lost during
carriage, compensation payment is made according to real damage but
limited to 400 USD per passenger
6) If various damage and loss incurred for a baggage, total compensation
amount is limited to VNA’s liability for that baggage.
Notes: If the whole baggage is lost but its weight is unknown, OC, VNA’s
representatives and other competent to handling compensation division
negotiate the weight to calculate the limits of VNA’s liability as long as it
is not exceeding the baggage allowance. Divisions may applies the
following methods:
i) Average weight of all the bags have been received by that
passenger or
ii) Average weight of all the bags of the Group (if passenger travel in
group)
c) For domestic flights (where Vietnam Aviation law 2006 applies) and
flights to or from an EC country (where EC Regulation 785/2004 dated
21/4/2004 applies)
1) In principal, compensation is made according to actual damage but the
total compensation amount (for checked baggage, cabin baggage, and
belongings) is not exceeding 1000 SDR per passenger.
2) When processing the baggage claim, concerned divisions shall base on
the complaint letter which lists all the actual damaged assets and
receipts concerning the damage of the baggage (if any) to consider and
negotiate with passenger the compensation amount. The total
compensation amount must base on the reasonable demonstration of
passenger and not exceeding SDR 1000/ passenger.
3) If passenger can not demonstrate or prove the actual damage,
concerned division may consider making compensation according to
lost weight but not exceeding 20USD/kg.


MANUAL 15MAR2017
4) When handling complaint of baggage for various reasons (delay, loss,

pilferage, damage of check baggage, cabin baggage and belongings
…), concerned division must follows:
i) The division who pays final compensation amount to passenger
must contact the concerned divisions (who has previously paid
parts of the claim amount), to get the copy of the compensation
file for the previous damages to calculate the final compensation
amount (passenger claims at different competent divisions of
VNA)
ii) The division who pays the final amount shall require passenger
to sign the wave of responsibility for VNA when receiving the
compensation to avoid any further actions against VNA.
d) If the baggage is lost for more than 21 days since it should have been
delivered to the passenger, compensation payment is applied the same as
loss baggage case. If the baggage is lost for more than 5 days and have not
been found, loss baggage compensation payment may be made at
passenger‘s request.
e) If the lost baggage for which passenger has received compensation is
found, VNA may deliver that baggage to passenger provided that
compensation amount has been refunded. If passenger refuses to claim that
baggage, it shall be settled according to VNA's regulations.
9.6.2.5 Handling baggage complaint of cabin crew
a) When there ‘s damage to the baggage, belongings of cabin crew, concerned
divisions namely lost and found, Operation Center at NBA and TSN
airport, VNA’s representatives at overseas airport … shall process the case
such as creating the file, collecting concerned information the same as for
the baggage of passenger.
b) Limits of liability for cabin baggage, checked baggage of the cabin crew
are applied as for the baggage of passenger
9.6.3 Irregular Baggage ‘s handling procedures
a) Missing baggage is baggage which is not available to the passenger when
he presents his baggage tags.

MANUAL 15MAR2017
b) Always verify with the passenger the destination, carrier and flight number
on the baggage tag. If the tag indicates other destination, forward a warning
message to the office shown on the tag.
9.6.3.2 Delayed baggage compensation: follows article 9.6.2.3
9.6.3.3 AHL File Creation
a) When appearing a declaration that a checked baggage has failed to arrive
with the flight it should do, VNA's staff should check baggage tag and the
claim area to ensure no baggage has been left. If there is no result, VNA's
staff issue AHL tracing.
b) Check messages in the FW Area of the Station Action File. If the baggage
is known to be at a particular airport or on the way to deliver to your
station, inform passenger of any concerned information. In this case,
suspend/non-tracing AHL file should be created
c) Using IATA Baggage Identifier Code to illustrate the baggage and get the
information as exact as passenger can supply.
d) AHL Entry, display and amend: See the ‘Introduction to applying SITA
Worldtracer system’ Manual- Part 1: Tracing- Chapter IV. VNA Staff
should enter information as exact and full as possible
e) Complete the AHL file and remark file reference
9.6.3.4 Property Irregularity Report Completion (PIR AHL)
a) Print the completed AHL send a copy to passenger with the signature.
Always remind passenger his File Reference Number.
b) Worldtracer allows using up-to 30 languages in PIR, including Vietnamese.
Always ask passenger his common language before printing the PIR AHL
c) Issue the pack ‘Delayed baggage’, including Baggage Claim Form. Write
File Reference Number on the front side, the address and telephone No of
Lost and Found Section on the reverse side. PIR is also stored in this pack.
d) Inform passenger the website address and how to display baggage
information from internet. The address has been pre-printed on PIR
(printed from WorldTracer system), Baggage Information, envelope (that
contain the PIR), PIR (pre printed form).


MANUAL 15MAR2017
e) Following by the PIR creation, VNA's staff should regularly inform

passenger about the baggage information: at least once a day for the first 5
days from date of file creation, at least once every 2 days from day 6th, and
once every 3 days from day 10th. If there is no result of baggage after 3
days from the date of file creation, request passenger the Baggage Claim
Form. This paper is valid as a complaint and an indispensable part of a
Complete File
9.6.3.5 Worldtracer/Baggage Tracing: Baggage tracing proceeds as follows:
a) Check all matching messages in the WM Area of your Station Action File.
All matching of AHL and OHD are sent to this area. Use DXF transaction
for this step.
b) The best match: Tracing elements that exist in both AHL and OHD are
compared and points are awarded based on how well and how often the
elements match. The best match will identify which station holds the
baggage.
c) Request for unclaimed bag: Send a request for the bag by ROH (Request
on-hand) transaction to the station holding the baggage.
d) Suspend Tracing: While waiting for the on-the-way baggage, it is necessary
to suspend tracing in order to avoid receiving the other match messages.
Use the transaction SUS or SAT in this step.
e) Forward On-Hand Baggage: The forwarding message will be sent to AA
Area of the Station Action File. Therefore, frequently checking messages to
get the up-date information of baggage routing is necessary
f) Receiving baggage: Based on information in Forward On-Hand Baggage.
If the received baggage is not the one you are looking for, immediately
return it. Make AHL file active in tracing and follow the above-mentioned
steps again.
g) Update DR, DD elements: Right after receiving baggage and delivering to
customers, it is necessary to update information in 2 elements: DR (date
bag received) and DD (date bag delivered). The baggage status then will
change accordingly when passengers display their baggage file reference.
h) Process the feedback of passengers: Upon display and check their baggage
information on the website, if there are any discrepancies, passenger will

MANUAL 15MAR2017
send a message to the action file of the station manager who opens the file.
Upon receiving this message, staff must check and update this information
on the file accordingly.
i) Noted: All above messages needed to be attached to AHL File for claim
settlement reference.
9.6.3.6 Baggage Delivery:
a) VNA is liable for delivering y of missing baggage to passenger’s address at
VNA’s expense. It is noted that VNA is not liable for delivering security
items to passenger’s address.
b) When Custom Declaration is required, VNA only manages this Procedure
while having both agreements from passenger and Local Custom official.
c) Delivery procedure
1) At offshore station: VNA representatives need to sign an agreement
with a local delivery company to send all delayed baggage in town. If
there is not any kind of above company, VNA’ Rep find another mode
of delivery with the approval of VNA’ CEO. Follow all procedures
and regulations of VNA when signing the agreement/contract. The
draft should be sent to Marketing Service Department prior to signing.
2) At NBA, DAD, TSN:
i) Three Ground Service Companies deliver baggage to passenger’s
address under the supervision of the Operation Center.
ii) If the direct delivery can not be executed (the distance is more
than 50 km or remote areas), based on individual condition, the
baggage may be delivered by the following methods:
- Self- delivery
- Arrange a delivery contract with a delivery services supplier. The
Operation Center is responsible for signing the contract.
iii) If all above methods could not be executed, the following willing
compensation will be made: 150.000VND per passenger in
DAD, 300.000 VND per passenger in NBA, TSN. If the Custom
Declaration is required, VNA do not delivery baggage to
passenger’s address and the above willing Compensation will be

MANUAL 15MAR2017
made. The Operation Center offers this willing charge on behalf

of VNA. The “Voucher” should be used.
3) At other local station: Depending on the practical conditions and
current situation, the Regional Offices may arrange a contract to
delivery baggage to customers. In case a delivery contract could not
be made, VNA representatives shall delivery the baggage to required
addresses. And if the station could not delivery the bags because
passenger from very distant or remote area, VNA’s Rep shall consider
the willing amount of 100.000VND per case. The “Voucher” should
be used.
Note: If no reasonable security measures is taken place, only baggage
without any abnormal signs (the seal has been in good condition, no sign
of damaged or pilfered) shall be sent by post or other methods other than
self-delivery
Procedure of Baggage Compensation follows the article 9.6.2 of this
regulation.
9.6.3.8 AHL Closure
a) AHL File settlement is considered to be final only when it is closed. An
AHL file is closed in either following cases:
1) Baggage has been found and delivered to passenger; or
2) Baggage could not be found, but Compensation payment have been
made
3) VNA’s Official Representatives are responsible for file closure.
b) When closing file, it is needed to update but not limited to
advanced/delivery/final and/or other costs. The above costs may be paid
and input in local currency. There is requirement from WM Module to fill
the FS (Fault Station) and RS (Reason for Loss) elements before closing
AHL File. VNA has created a specific Reason for loss Code (mentioned in
article 9.6.1.4.d) for VNA’s operated flights.
9.6.3.9 Enter reason for loss and fault station in AHL file
a) Enter correctly the main reason for loss code (RL) in AHL file. In case
there are 2 or more reasons for loss, take the main reason, the other should
be updated in FF element.
b) Distinguish Reason for loss code 50 and 77 (both are for transferred
baggage mishandling)

MANUAL 15MAR2017
1) In case passenger‘s baggage has arrived to intermediate airport but is

not carried in the flight to VNA:
i) Reason for loss: 50 group
ii) Fault station: intermediate station
For example: Passenger and baggage has itinerary PRG/OK-
CDG/VN-HAN. Upon arrival at HAN, passenger could not take his
baggage. At HAN, L&F VIAGS check and find out that baggage has
arrived CDG but fail to be loaded to VNA ‘flight. In this case, enter
RL: 53, FS CDG
2) If passenger ‘baggage does not arrived to intermediate station, there
are 2 possibilities as follows:
i) Departure station does not belong to VNA‘s operating network.
- Reason for loss: 77 (other’ carrier‘s fault), update the reason why
the baggage failed to arrived to intermediate station and update in
FF element.
- Fault station : CBT
For example: Passenger and baggage has itinerary PRG/OK-
CDG/VN-HAN, upon arrival at HAN, passenger could not take his
baggage. At HAN, L&F VIAGS check and find out that the baggage
has been offloaded at PRG. In this case, enter RL: 77. FS: CBT,
update PRG/32 in RC or FF
ii) Departure station belongs to VNA’s operating network
- Reason for loss: group 10, 20, 30
- Fault station : departure station
For example: Passenger and baggage has itinerary PXU-DAD-HAN,
upon arrival at HAN, passenger could not take his baggage. At HAN,
L&F VIAGS check and find out that baggage is SGN wrongly tagged
so it has been forwarded to SGN. In this case: enter RL: 11. FS: PXU.
iii) Departure airport belongs to VNA’s operating network but the flight
is not operated by VNA:
- Reason for loss : 77
- Fault station : departure airport.

MANUAL 15MAR2017
Example: Passenger and baggage has itinerary MEL/QF-SIN/VN-

HAN. Upon arrival at HAN, passenger could not take his baggage. At
Han, L& F VIAGS check and find out that due to wrong tagged
baggage is delivered to BKK. In this case, enter RL 77. FS: MEL. At
the same time, enter MEL/11 in RC or FF.
c) Distinguish RL 26 and 65 (both indicate offloaded baggage at departure
airport)
1) RL 26: is applied when baggage is intentionally offloaded by the carrier
due to restricted weight, aircraft down configuration….
2) RL 65: is applied when baggage is offloaded due to subjective reasons
such as fuel more oil due to bad weather conditions...
d) Specify reason for loss in case baggage found without no tag.
1) In case passenger could not claim his baggage at arrival station although
he has his baggage tag. The baggage is found at arrival station without
tag, enter RL 76 (baggage found without tag).
2) If passenger could not claim his baggage at arrival station although he has
his baggage tag. The baggage is found at departure station without tag,
enter RL 11 (baggage not labeled)
3) If passenger could not claim his baggage at arrival station although he has
his baggage tag. The baggage is found to be delivered at the third airport
(neither departure nor arrival airport), enter RL 31 (incorrect loading) or
RL 11 (incorrectly labeled).
e) Action taken when RL and FS is wrongly applied
1) Division which discovers the discrepancy shall contact file creating
division and ask them to correct it (normally FS, RL). The message shall
be placed in AP area in Action File or sent to SITA address and copy to
Marketing Service Department (Action File: HDQVNAP or SITA:
HDQHGVN)
2) Concerned division shall response to the message within 3 working days.
The response should be either placed in Action File or sent to SITA
addresses HDQVNAP or HDQHGVN.


MANUAL 15MAR2017
3) After 3 working days, if there is no response from the division that

created that file, the request division may contact Marketing service
department to alter the discrepancy. Any changes shall be noticed to
concerned divisions and no claim about this change will be considered.
This change is also be updated in irregularity handling index and the
mutual agreement between all the concerned parties.
4) Any changes should be made before 8th the following month. After that,
database in the WT system shall be considered final in VNA’s WT
network.
9.6.4 Damaged baggage handling
9.6.4.1 Baggage Condition Check
a) When a passenger reports that his checked baggage is damaged, ask him
for the baggage identification tag and check for any annotation showing
that the baggage was damaged prior to check-in and/or any annotation
indicating that the carriers are not liable for the damage (the baggage was
attached the Limited Release Tag). Cross check with the departure station
if any doubt is remaining.
b) The Carrier shall not assume any liability for the damage, which was done
prior to check-in, or for the damage, which was waved responsibility by the
agreement between passenger and Carrier.
9.6.4.2 Damaged baggage File Creation (DPR 80)
a) If it is obvious that the damage occurred while the baggage was in the
VNA's custody, create a DPR File. When the DPR 80 File is created, it is
required for the presence of VNA’s Rep for thorough consideration of
baggage and its content conditions.
b) Input information as complete as possible. DPR Entry, display and amend:
See the ‘Introduction to applying SITA Worldtracer system’ Manual- Part
1: Tracing- Chapter IV.
9.6.4.3 Damaged Baggage Report Completion (PIR DPR 80)
a) Print the completed DPR, send a copy to passenger with the signature.
Always remind passenger his File Reference Number.
b) Worldtracer allows using up-to 30 languages in PIR, including Vietnamese.
Always ask passenger his common language before printing PIR DPR 80


MANUAL 15MAR2017
c) Issue a Baggage Claim Form, and request passenger to fill in for

Settlement and Compensation Procedure reference.
9.6.4.4 Settlement:
a) VNA’s Station Manager should base on actual conditions to arrange local
agreement with a firm so that minor repairs can be fixed at short notice.
b) If the baggage could be repaired, VNA Staff send it to the above local firm
and repair it as soon as possible.
9.6.4.5 DPR 80 File Closure:
a) A DPR File settlement is regarded as final only when it is closed in three
following cases:
1) The Damaged Baggage is repaired and delivered to passenger; or
2) The Baggage cannot be repaired, but Compensation Procedure has
been completed.
3) The Compensation Procedure for damaged articles inside has been
finished.
Note: DPR 80 file must be closed within 21 days in the following cases:
i) There is insufficient proof that VNA is liable for the baggage
damage (passenger make a claim after having taken his baggage
out of the airport). In this case, VNA do not compensate for the
damage.
ii) After file creation, passenger does not make any further claim or
VNA’s staff could not contact passenger.
b) VNA’s Official Representatives are responsible for closing DPR Files.
c) When closing file, it is needed to update non-limited
advanced/delivery/final and/or other costs. The above costs may be paid
and input in local currency. There is requirement from WM Module to fill
the FS (Fault Station) and RS (Reason for loss) elements before closing
DPR File. These are two important sources for Carrier to identify
disadvantages of Baggage Handling and give out the suitable amendments.
IATA Reason for loss Code is mentioned in Chapter II. The Reason for
loss Code causes the damages is 80.


MANUAL 15MAR2017
9.6.4.6 Reason for loss of DPR 80 file

a) Baggage irregular report raised at NBA and TSN airports shall be used as
the main evidence when clarify fault station of DPR 80 file on domestic
/international flight. When appearing a baggage claim, station manager at
international airport should contact domestic handling company for
necessary evidences of the damage.
b) Handling companies must update in DPR 80 file baggage container
number, baggage location… for later reference and analysis. Station
manager at international airport takes responsibility to deploy this
regulation to handling companies.
9.6.4.7 Action taken when RL and FS in DPR 80 file is wrongly applied
a) Division discovers the discrepancy shall contact file creating division and
ask them to correct it (normally FS, RL). The message shall be placed in
AP area in Action File or sent to SITA address and copy to Marketing
Service Department (Action File: HDQVNAP or SITA :HDQHGVN)
b) Concerned division shall response to the message within 3 working days.
The response should be either placed in Action File or sent to SITA address
HDQVNAP or HDQHGVN.
c) After 3 working days, if there is no response from the division that created
that file, the request division may contact Marketing service department to
alter the discrepancy. Any changes shall be noticed to concerned divisions
and no claim about this change will be considered. This change is also be
updated in irregularity handling index and the mutual agreement between
all the concerned parties.
d) Any changes should be made before 8th the following month. After that,
network.
9.6.5 Pilfered baggage handling
9.6.5.1 Baggage inspection:
a) When receiving a claim from customer for a pilfered baggage, handling
staff should check if there is any proof of pilferage prior to check-in and if
the bag is tagged Limited Release. If in doubt, cross check with departure
station.


MANUAL 15MAR2017
b) Before checking the inside passengers’ baggage, staff on duty must have
passengers’ permission.
9.6.5.2 Pilfered file creation (DPR 90)
a) If there is sufficient evidence to prove that passenger’s baggage has been
pilfered under VNA’s liabilities of transportation and preservation,
handling staff create pilfered baggage file (DPR). VNA's representative
staff at the airport has to present to accurately evaluate the loss/damage.
b) During baggage inspection and file creation, if there is any abnormal
objects in the bag, VNA's representative staff needs to picture and retain
the object as evidence if needed during investigation.
c) It is noted that the file needs to include all available passenger’s
information. The input, display and amendment of pilfered baggage file
refers to “SITA Worldtracer Manual – Part I: Tracing”
d) Passenger is requested to fill in Baggage Claim Form to be convenient for
claim settlement.
9.6.5.3 Pilfered baggage Property Irregularity Report (PIR DPR 90)
a) After creating DPR file, PIR needs to be printed out and given to passenger
after being signed and sealed. Always remind passenger his file reference
number.
b) Worldtracer System allows printing out PIR in different languages,
including Vietnamese. Asking passenger’s common language before
printing out PIR.
9.6.5.4 Settlement
a) VNA representative staff needs to check with all stations in passenger’s
journey to find lost items. If found, those items must be sent to the
destination station on the earliest flight.
b) If passenger wants to notify police of the case, instructing passenger to
airport security authority.
c) Compensation shall be made in accordance with article 9.6.2 of this
regulations
9.6.5.5 Pilfered baggage file (DPR 90) closing
a) Pilfered baggage file is considered to be settled if the file is closed. DPR90
file is closed if only in 2 following cases:
1) Lost object has been found and sent to passenger


MANUAL 15MAR2017
2) Lost object has not been found but VNA has compensated for
passenger.
b) VNA representatives at domestic and international stations have
responsibilities to control and close DPR 90 files.
c) When closing files, it is obligatory to update cost element, including but
not limited to initial compensation cost, delivery cost, final compensation
cost, other costs...These costs can be input by local currency. Besides, Fault
Station and Reason for loss must be clarified. IATA standardized reason
for loss codes is attached in Chapter 1. Reasons for pilferage are listed
under primary code of 90.
Note: DRP 90 file must be closed within 21 days in the following cases:
1) There is insufficient evidence that VNA is liable for the baggage
pilferage (passenger make a claim after having taken his baggage out
of the airport). In this case, VNA do not compensate for the pilferage.
2) After file creation, passenger does not make any further claim or
VNA’s staff could not contact passenger.
9.6.5.6 RL in DPR 90 file
a) Baggage irregular report raised at NBA and TSN airports shall be
considered the main reference when clarify fault station of pilferage on
domestic /international flight. When appearing a baggage claim, station
manager at international airport should contact domestic handling company
for necessary evidence of the damage.
b) Handling companies should update into DPR 90 file the baggage container
number, baggage location … for later reference and analysis. Station
manager at international airport takes responsibility to deploy this
regulation to handling companies.
c) Action taken when RL and FS is wrongly applied
1) Division discovers the discrepancy shall contact file creating division and
ask them to correct it (normally FS, RL). The message shall be placed in
AP area in Action File or sent to SITA address and copy to Marketing
Service Department (Action File: HDQVNAP or SITA :HDQHGVN)


MANUAL 15MAR2017
2) Concerned division shall response to the message within 3 working days.

The response should be either placed in Action File or sent to SITA
address HDQVNAP or HDQHGVN.
3) After 3 working days, if there is no response from the division that
created that file, the request division may contact Marketing service
department to alter the discrepancy. Any changes shall be noticed to
concerned divisions and no claim about this change will be considered.
This change is also be updated in irregularity handling index and the
mutual agreement between all the concerned parties.
4) Any changes should be made before 8th the following month. After that,
network.
9.6.6 On-hand baggage handling
9.6.6.1 Definition
a) On-hand baggage is baggage that is unclaimed by any passenger at arival
airports and unidentified who owner is at departured airports. On-hand
baggage is divided into 2 groups: baggage with tag and without tag.
b) Tagged On-hand baggage is divided into 2 groups: baggage delivered to
wrong destination and baggage delivered to right destination.
9.6.6.2 Handling of baggage delivered to wrong destination
a) Baggage delivered to wrong destination is that was tagged to a destination
but delivered to another destination because of mishandling, for example,
being loaded to a wrong aircraft... Correctly tagged baggage left at origin
station is also included.
b) Handling procedures:
1) Right after recognition of baggage delivered to wrong destination,
baggage handling division must immediately check the flight schedule
to arrange the delivery of the baggage to the destination stated on the
tag.
2) Labeling each baggage with “Expedite Tag”. It is noted that old
baggage tag must not be remove but be stapled.
3) Sending “Forward Message” to destination station, noting to copy the
message to departure station and other stations in the itinerary.
Message sending guidance refers to “Sita WorldTracer Manual”.


MANUAL 15MAR2017
c) Note on OHD handling

1) After flight’s departure, baggage handling staff needs to check all
areas in the station, check-in counter area, baggage transfer area,
baggage classification area, ramp to find out whether there is any
baggage left. If any, applying handling procedures above.
2) At transfer station, baggage handling division needs to assign at least
one staff to check arriving baggage at Custom Area. Wrong unloaded
baggage need to be immediately loaded back to the aircraft.
9.6.6.3 Handling of On-hand baggage without tag and On-hand baggage
delivered to right destination:
a) Check if there is any passenger information on the baggage (name, address,
phone number) and comparing with passengers’ name list of arriving flight,
get and process information in passenger booking on Computerised
Reservation System to include in file. Contact with passenger to check
whether he/she left baggage at the airport. In any case, staffs on duties are
not allowed to open passengers’ baggage without permission.
b) On-hand Baggage file (OHD) creation
1) It is noted that the file needs to include all available passenger’s data.
On-hand Baggage file creation, display and amendment refers to
“Instruction to applying SITA Worldtracer system Manual – Part I:
Tracing, chapter IV”. The file will automatically enter the tracing
system.
2) OHD non-tracing file: Even when passenger has informed carrier to
claim property right of on-hand baggage, OHD file needs to be created
in form of OHD non-tracing.
c) Baggage storage:
1) OHD Baggage tagging: Before stocking, each baggage has to be
tagged “OHD Baggage Tag”. The Tag includes 2 pieces of carbonate
paper. After filling in all necessary information, Lost and Found
Section keep the first piece and the other is stuck on the Baggage.
2) OHD Baggage Storage: OHD Baggage will be kept in stock according
to regulations. VNA's Station Manager consider and make decision on
settlement of baggage storing fresh, smelling and fissile goods within
24 hours since receiving the baggage.

MANUAL 15MAR2017
d) OHD Baggage Delivery
1) Delivering to request station:

i) After creating OHD Baggage File, it is necessary to regularly
check whether any station send “Request On-hand” message.
ii) After receiving the Request On-hand Message, it is needed to re-

check information in AHL and OHD files before delivering the
baggage to the station. Checking the flight schedule to set up a
fastest delivery plan.
iii) Putting “Expedite Tag” on the baggage. It is noted that the old
tag on the baggage must not be torn and needs to be stabled if
any.
iv) After delivering the baggage, it is needed to send “Forward On-

hand” Message to requested station. It is necessary to advise all
available information and copy this message to stations on the
itinerary of the baggage. This message will automatically make
OHD file close.
2) Delivering to passenger: VNA is not responsible for delivering OHD
baggage which was left at airport to passenger. Passenger has to pick
up his/her on-hand baggage themselves upon showing his/her identity
proof.
3) Delivering to the carrier:
i) For on-hand baggage at Vietnam’s stations: the baggage shall be

kept at the declared station till the liquidation deadline.
ii) For on-hand baggage at outbound stations: VNA Station

Manager requests Ground Handling Company to deliver the on-
hand baggage to departure airport if it has not been picked up
after 5 days. International Airport Ground Service Company is
responsible for storing the on-hand baggage as regulated.
e) Settlement of Stored On-hand Baggage: On-hand baggage needs to be

stored at least 6 months. On-hand Baggage liquidation has to follow current
regulations.


MANUAL 15MAR2017
f) Closing On-hand Baggage file: On-hand baggage file is considered to be

fully settled if it is closed. OHD file is closed in either situations:
1) The On-hand Baggage is delivered to passenger address or requesting
station.
2) The On-hand Baggage is liquidated
3) `It is needed to update all necessary information when closing file.
9.6.7 Handling procedures of missing carry-on baggage and carry-on
baggage which is damaged due to VNA’s careless
9.6.7.1 Missing carry-on baggage.
a) Passengers keep their own carry-on baggage and belongings during the
journey. VNA shall not compensate for any missing of passenger’s carry-
on baggage and belonging, unless the missing directly arising from aircraft
accidents or Vietnam Airlines staff’s careless or causes by equipments in
the aircraft, but VNA still needs to support passenger in tracing missing
baggage and belongings. However, VNA does not take any responsibility
for any damage of carry-on baggage and belongings during tracing process
even damage caused by mistakes of VNA staff.
b) It is needed to request following information from passenger when
passenger claims for missing carry-on baggage:
1) Passenger name
2) Flight number and sector
3) Seat number
4) Description of missing baggage
5) Passenger’s next segment
6) Passenger’s address
c) Message including all mentioned above information needs to be sent to
related airport and it is requested to check On-hand carry-on baggage stock.
d) If the missing baggage is found, it is needed to inform passenger to pick up
the baggage. VNA has no responsibility of delivering the baggage to the
passenger.
e) If the missing baggage is not found, it is also needed to notify passenger
and show the sympathy with passenger.
f) Compensation shall be made in accordance with article 9.6.2 of this
regulations

MANUAL 15MAR2017
9.6.7.2 Handling procedures when cabin baggage is damaged due to Vietnam

Airlines staff’s careless or caused by equipments in the aircraft.
a) When passenger’s clothes, belongings are damaged due to VNA staff ‘s
careless, handling according to Cabin crew Division’s current procedures.
b) In case carry-on baggage ‘s damage due to VNA’s staff or aircraft’s

equipment, purser of the flight shall raise an irregular report, mentioning
carefully the damage status. At the destination airport, purser shall direct
passenger to the VNA’s representatives for further claim handling. The
purser has the responsibility to brief the case and give the original of
irregular report to VNA’s representative for dealing with customer.
c) After receiving the irregular report and being brief about the case, VNA’s
representatives at the destination airport shall be responsibl for handling the
passenger‘s claim and make compensation in accordance with article 9.6.2
of this regulations
9.6.7.3 On-hand Carry-on Baggage

a) Definition: On-hand carry-on baggage is defined as item left out at check-
in area, in business lounge or aircraft.
b) Storage of On-hand Carry-on Baggage
1) All on-hand carry-on baggage needs to be carefully stored after

delivered to Lost and Found Section. In case of found carry-on
baggage in aircraft, cabin crew on that flight must deliver that baggage
to VNA’s representative at aircraft ‘s gate or to handling staff at loss
and found counter. Each item will be tagged with a “Found Property
Tag”. Related information will be entered Worldtracer System.
2) On-hand carry-on baggage’s file creation, display and amendment

refer to “Instruction to applying SITA Worldtracer system Manual”.
3) World Tracer System allows each station file On-hand carry-on

baggage’s information up to 90 days since the entry date.
4) If found item has high value, message needs to be sent to related

stations.
5) On-hand carry-on baggage will be kept at the station within 3 months,

and then be liquidated according to current regulation


MANUAL 15MAR2017
c) Delivery: If On-hand carry-on baggage is requested, the item will be

delivered as missing baggage. If it is a worthy item, it should be sent in
security box or delivered to VNA’s representative to delivery to purser.
9.6.8 Bag switch handling procedures
9.6.8.1 Definitions
a) Bag switch: baggage that is accidentally taken out of baggage claim area by
passenger other than one‘s name printed in baggage tag.
b) Returned switched bag: baggage is returned to carrier or its owner.
c) Missing switched bag: baggage switched is not returned to carrier or its

owner.
d) Damaged switched bag: is returned switched bag, but its container and/or
contents is declared to be damaged.
e) Pilfered switched bag: is returned switched bag, but some items insides is
declared to be lost/pilfered.
9.6.8.2 Returned switched bag

a) Receiving and checking switched bag
1) When appearing a report about bag switch, information receiving division
must check the concerned division (flight number, baggage tag, passenger
name…) and instruct passenger to return that baggage.
2) In case passenger is unable to or refuse to delivery back to VNA,

information receiving division inform nearest Regional Offices,
Representative offices to arrange taking the switched back.
3) Upon receiving switched bag from passenger, handling division takes

responsibility to check returned switched bag, including weight, container
condition, seal … This information must be stated clearly in “switched
bag delivery report”
4) Switched bag delivery report must be raised by handling companies,

representative offices or Regional offices and signed by passenger and
VNA representative. The report includes 3 copies with 3 colors. The
white one is kept at report making division, the pink one is delivered to
passenger, the yellow one is kept at VNA representative.

MANUAL 15MAR2017
b) Irregular baggage file creation
After receiving switched bag, handling division takes responsibility to check if

concerned file (AHL, OHD, DPR) has been created in WT system. If not,
handling division must create concerned file, update necessary information. In
this case, enter reason for loss 74, fault station: departure airport, enter relevant
information to switched bag in FF element for AHL file and in RC for DPR
file.
c) Delivery switched bag to passenger: handling division contact possible

passengers and delivery to the owner.
d) Returned switched bag settlement
1) Delivery switched bag to passenger
i) After receiving returned switched bag, handling division contact

baggage owner to deliver to passenger.
ii) Upon receiving switched baggage, delivery report must be raised

and signed by handling division and passenger. Baggage
condition must be stated clearly in the report.
iii) Upon delivery to passenger, handling division reminds

passengers to check his baggage condition. Only baggage claim
made upon delivery is considered to be settled.
iv) Handling division close file in accordance with current

regulations.
Note: In case passengers switch baggage to each other and

baggage delivery witnessed by VNA’s representative, delivery
report should be made in double. The report must be signed by both
passengers and VNA’s representative. Besides, division is
responsible for creating relevant file in WT system, enter RL 74, FS
departure station, and necessary information in FF element. In case
passenger take the switched bag back to carrier and carrier is
keeping passenger’s bag, in addition to implementing procedures
from 1-3 as above, handling division returns baggage to the
passenger following this regulation.

MANUAL 15MAR2017
2) Store switched baggage storage
i) At airport (other than NBA and TSN), switched bag returned to

VNA but within 5 days is not claimed by any passenger or VNA
could not locate the real owner, it shall be forwarded to on hand
baggage store at NBA, TSN airport.
ii) At NBA, DAD, TSN, switched bag returned to VNA but within 5
days is not claimed by any passenger or VNA could not locate
the real owner, it shall be stored in accordance to applicable
regulation.
3) Document filing: NOC, DOC, TOC are responsible for filing irregular
baggage and claim documents in accordance with VNA’s regulation.
9.6.8.3 Missing switched baggage: handling division settles in accordance with

missing baggage claim regulations (article 9.6.2)
9.6.8.4 Damaged switched baggage
a) Only claim made upon delivery is considered to be settled (container and

content damage)
b) In case appearing a baggage claim when passenger receiving switched bag
from the carrier, handling division settle the claim in accordance with
baggage damage regulations.
c) In case, passenger taking wrong bag makes a claim when return the wrong
bag to the carrier and take his baggage back (from the carrier or from the
other passenger), handling division implement the following procedures:
1) Check the baggage condition (weight, baggage condition, container, seal
clock…) Check if baggage is tagged limited release.
2) Passenger must prove the damage is under VNA’s liability or due to

VNA’s mishandling. In this case, handling division shall repair,
compensate baggage in accordance with VNA regulation.
3) For the damage not belong to VNA’s liability or due to VNA’s

mishandling, handling division explain to passenger and refuse to
compensate.


MANUAL 21AUG2017
9.6.8.5 Pilfered switched bag
a) Only pilfered claim upon delivery is considered to be settled.
b) In case pilfered bag claim made when it is returned from other passenger or
the carrier, handling division settle in accordance with pilferage
regulations.
c) In case, passenger taking wrong bag, make a claim when return the wrong
bag to the carrier and take his baggage back (from the carrier or from the
other passenger), handling division implement the following procedures:
1) Check the baggage condition, especially the inside content of the baggage
(mixing, wet due to outside condition, damage… )
2) Compare baggage weight at delivery and weight specified in baggage tag

(or check in system)
3) Passenger must prove baggage pilferage is belong to VNA’s liability or

due to VNA’s mishandling. In this case, handling division repair,
compensate baggage in accordance with VNA regulation.
4) For the pilferage is not under VNA’s liability or due to VNA’s

mishandling, handling division explain to passenger and refuse to
compensate.
9.6.9 Delayed/ damaged/ lost Special baggage
- The special baggage is mentioned in this article is special baggage

category as specified in section 9.5.
- The settlement of complaints and compensations about irregular special

baggage shall be handled aas ordinary baggage. However, VNA’s
Representatives and groud staffs give priority to handling and solving
some below types of special baggage.


MANUAL 21AUG2017
9.6.9.2 The mobility aids and assistive devices

The definition of passenger’s mobility aids and assistive devices is
specified in article 9.5.7. These are necessary equipment for normal
activities of disabled passengers. Therefore, after accepting carriage as
checked baggage, staffs must carry out labeling, checking package,
loading as follow the manual to avoid damage, loss or mishandling
baggages. However, if the type of baggage is irregulary, ground staffs
must handle the following tasks:
a) Apology to passengers
b) Arrange a staff to assistant passengers in waiting time at the airport
c) Report to VNA’s representatives at the airport to arrange replacement
equipment (if any) for passengers to ensure that passengers can move
the airport to the place of stay.
d) Create file quickly, collect documents related and resolve
passengers’complaints.
e) Depending on the detail circumstances (late, lost, or damaged), staffs
shall solve each case as normal carry-on or checked baggages.
9.6.9.3 Pets are carried as checked baggage (AVIH)
Pet as checked baggage service are regulated in section 9.5.2. It is highly
unlikely to happen delaying/missing the baggage. As it is the sensitive
baggage and may effect mental health of passengers, so if the pet is
delayed or lost or injured or dead during transportation of VNA, the staffs
must handle as following:
a) In case AVIH is delayed/missing:
- After receving passenger’s claim, staffs contact the relevant units
at the destination airport, departure and transfer (if any) airport to
seek AVIH.
- If the pet is found at the destination airport, carry AVIH to
passenger quickly
- If the pet is found at other airport, notify passenger about location
and status of the pet as soon as receving information. At airport
where found AVIH, staffs may give the pet water (if need) and
move AVIH to destination airport as soon as possible.


MANUAL 21AUG2017
- Give passenger a goodwill payment according to baggage delayed

compensation level
b) In case the pet is injured/ dead or AVIH is lost:
- Appologize to the passenger
- Quickly find the reason for loss
- Compensation: VNA’s Representative shall make goodwill
payment depending on the detail circumstances to share the
passenger’s loss, although passenger signed a waiver of liability
for VNA using the AVIH service.


MANUAL 15MAR2017
Thưa Ông (Bà)

Chúng tôi thành thật xin lỗi Ông (Bà) vì hành lý của Ông (Bà) đã không đến được cùng
chuyến bay của Ông (Bà). Chúng tôi xin hứa sẽ cố gắng hết sức để tìm thấy hành lý của Ông
(Bà) trong thời gian sớm nhất.
Hãng hàng không quốc gia Việt Nam được trang bị một hệ thống tìm kiếm hành lý toàn cầu
và phần lớn những hành lý bị lạc tuyến hoặc chậm đều được tìm thấy trong vòng 24 giờ kể từ
khi lập Thư kê khai.
Nếu hành lý của Ông (Bà) không có thông tin sau 3 ngày xin vui lòng điền vào Bản khai kèm
theo đây và gửi lại cho chúng tôi càng sớm càng tốt.
Còn nếu sau 14 ngày, hành lý của Ông (Bà) vẫn không được tìm thấy, chúng tôi sẽ tiến hành
đền bù theo Điều lệ vận chuyển.
Tìm kiếm hành lý thất lạc là công việc được ưu tiên của Vietnam Airlines. Chúng tôi sẽ liên
lạc với Ông (Bà) trong thời gian sớm nhất khi hành lý của Ông (Bà) được tìm thấy.
Chúng tôi xin đảm bảo rằng hồ sơ của Ông (Bà) sẽ luôn được quan tâm và xử lý trong thời
gian sớm nhất có thể.
Một lần nữa chúng tôi thành thật xin lỗi Ông (Bà).
Dear Customer,
We are very sorry that your baggage has failed to arrive with your flight. We apologize for the
inconvenience it may cause. We assure you that we will do our best to locate your baggage as
soon as possible.
As Vietnam Airlines is linked to a worldwide tracing system, most of delayed baggage is
returned to their owners within 24 hours after making the report.
If after three days, your baggage has not been found, may we kindly ask you to fill in the
attached Baggage Claim Form and send it to us as soon as possible. Please also include the
passenger’s coupon of your ticket and the relevant baggage receipt: this will enable us to
widen the search.
If after 14 days, your baggage has not yet been found, we will forward your file to the nearest
Vietnam Airlines Office, who will proceed with compensation according to the General
Conditions of Carriage.
Locating you baggage is our priority. We shall immediately inform you as soon as we have
found it.
Please be assuring that your claim will be treated with utmost care and attention.


MANUAL 15MAR2017
Vietnam Airlines
Baggage claim Form
File Reference:
I. Personal Information:
Loại bất thường: [ ] Hư hại [ ] Mất [ ] Moi móc [ ] Vận chuyển chậm
Classification Damage Loss Pilferage Delayed Delivery
Họ Tên/Fullname: Điện thoại/Tel:
- NR/Home
- VP/Office
- DĐ/Mobile
Địa chỉ tạm thời/Temporary Address:
Đến ngày/Valid
Until:
Địa chỉ thường trú/PermanentAddress:
Chuyến bay/Flight Number Hành trình/My itinerary Ngày bay/Date of travel
Số thẻ hành lý/Baggage tag number (s):
Tên và điạ chỉ hãng bảo hiểm của quý khách (trường hợp hành lý của quý khách được bảo
hiểm)/Name and address of your insurance company if your baggage was insured:
Quý khách có biết thêm chi tiết nào liên quan đến việc thất lạc hành lý/Would you know any
particular event which explains why your baggage was not received?
II. Mô tả bên ngoài kiện hành lý/DESCRIPTION OF BAGGAGE
Loại /Nature Chất liệu/Material Nhãn hiệu/Brand Màu sắc/Colour
Mã khoá số/ Combination Lock nbr Khoá chìa/ Key Lock nbr Khoá
dây kéo/Zipper
- Có tên quý khách trên hành lý không? Có/không

Is your baggage identified with your name on? Yes/No
- Có tên nào khác trên hành lý của quý khách không? Có/không
Is your baggage identified with a different name than yours? Yes/No
Nếu có xin nêu cụ thể/if yes, please specify:……………………………………….
- Có tên viết tắt trên hành lý của quý khách không? Có/không
Are there any initials on the baggage? Yes/No
Nếu có xin nêu cụ thể/if yes, please specify:……………………………………….
- Ngoài ra, còn dấu hiệu đặc biệt nào khác (giấy dán, dây đai ….)/Are there any other
distinctive characteristics (stickers, ribbon … )? ……………………………………….
………………………………………. ………………………………………. ……….
Ghi chú/Note: Khoanh tròn câu trả lời đúng/Please circle the correct answer.

MANUAL 15MAR2017
III. Kê khai các vật dụng có trong hành lý/DESCRIPTION OF CONTENT OF

BAGGAGE
S Mô tả vật dụng Số Ngày Nơi mua Giá mua Giá trị Giá trị
T Article lượng mua còn lại khiếu
T (Quan- Date of Place of Price of Remainin nại
N tity) Purchase Purchase Purchase g value of Amount
b damaged Claiming
r article
1
2
3
4
5
6
7
8
9
10
11
12
Tổng cộng/Total
Bằng chữ/In letters
……………………………………………………………………………………………………
………………………………………………………………………………………………………………
………….
Tôi xin cam đoan những nội dung kê khai nói trên hoàn toàn đúng sự thực. Để chứng minh,
tôi xin gửi kèm theo đây bản sao các giấy tờ sau/I hereby declare the foregoing particulars to
be true and correct. In support my claim, I enclose copies of the following documents:
[ ] Biên bản hành lý bất thường/PIR (do VN cung cấp/provided by VN)
[ ] Vé hành khách hoặc Tờ thông tin hành trình/Passenger ticket or Itinerary Receipt
[ ] Thẻ hành lý/Baggage tag (s)
[ ] Hoá đơn mua hàng/All available purchase receipts
Ngày kê khai Người kê khai

Date of declaration Signature of Claimant


MANUAL 15MAR2017
Vietnam Airlines
Serial No............
BIÊN BẢN BÀN GIAO HÀNH LÝ NHẬN NHẦM

Switched bag delivery report
Liên/Copy ....
BÊN BÀN GIAO HÀNH LÝ/Delivery Party:
Họ và tên/ Full name: Số điện thoại/ Telephone
Địa chỉ tạm thời/Temporary Address Đến ngày/Valid until:
BÊN NHẬN HÀNH LÝ/Receiving Party:

Địa chỉ tạm thời/Temporary Address Đến ngày/Valid until:
ĐẠI DIỆN HÃNG VẬN CHUYỂN /Vietnam Airlines ‘s Representative:

Đơn vị/ Division: Chức vụ/Bộ phận/Section:
THÔNG TIN VỀ HÀNH LÝ/Baggage information

Số thẻ/Baggage tag No: Chuyến bay, ngày bay /Flight, date Hành trình/Iitinerary
Trọng lượng hành lý trên thẻ/ Bag weight on tag ............ kg

Trọng lượng hành lý khi bàn giao/ Bag weight at delivery time: ............ kg
Tình trạng bao bì/ Baggage condition:
Tình trạng khoá, niêm phong/Lock, seal condition:
Ghi chú khác/ Other notes:
Lập tại/Issue at: Ngày/Date:

Đại diện Bên Giao Đại diện Bên Nhận
(Delivery Party) (Receiving Party)
Đại diện hãng Hàng Không

(VNA’s Representative)
Lưu ý: Biên bản này được lập thành 3 liên: liên màu trắng lưu tại đại diện VNA nơi lập biên bản; liên màu hồng giao cho bên giao; liên
màu vàng giao cho bên nhận.

CHAPTER 10 – ANNOUNCEMENTS
PASSENGER HANDLING
MANUAL
CHAPTER 10
ANNOUNCEMENTS
CHAPTER 10 – ANNOUNCEMENT 10/P1
PASSENGER HANDLING Rev 02

MANUAL 21AUG2017
Apply to VNA’s Announcement Manual.

CHAPTER 11 – CODE SHARE, JOINT VENTURE
PASSENGER HANDLING
MANUAL
CHAPTER 11
CODE SHARE,
JOINT VENTURE
JOINT SERVICES, CODESHARING 11.1/P1
PASSENGER HANDLING GENERAL Rev 01

MANUAL 15MAR2017
11.1 GENERAL
11.1.1 General principles:
11.1.1.1 This chapter regulates the contents of ground handling service, in-
flight service and special services request (SSR) of commercial
agreements only. Other contents such as cooperation products,
schedules, reservation, SPA, flight coupon distribution v.v. shall be
set forth at other specific agreements.
11.1.1.2 The contents of this chapter regulate general principles to direct to

Commercial agreements discussion with other airlines.
11.1.1.3 The performance of commercial agreements will be carried in

accordance with specific agreements.
11.1.1.4 In the process of discussion of specific commercial agreements, if the

contents of articles in the agreement do not comply with such general
principles, it should be reported to the Corporation Leaders for the
approval of discussion option.
11.1.2 Types of Cooperation
11.1.2.1 Joint Services Agreement: consists of two types:
a) Joint Services Agreement sharing revenue.
b) Joint Services sharing revenue and costs.
11.1.2.2 Codeshare Agreement: Consists of two types:
a) Codeshare block seats Exchange Agreement, consists of:
1) Hard block seats Exchange Agreements
2) Soft block seats Exchange Agreements
3) Seats purchase Agreements
b) Code share free flow agreements.

JOINT SERVICES, CODESHARING 11.2/P 1
PASSENGER HANDLING CHECK-IN Rev 01

MANUAL 15MAR2017
11.2 CHECK-IN
11.2.1 Operating carrier or its handling agent shall be responsible for

handling all passengers and baggage at airport.
11.2.2 Operating carrier ‘s check-in procedures shall be applied.
11.2.3 Boarding passes of the Operating Carrier will be used and will show
both Operating and Marketing flight numbers.
11.2.4 Operating carrier ‘s flight number will be showed on baggage tag. If

technical conditions allows, Marketing carrier’s flight number also
reflects on baggage tag.
11.2.5 Baggage shall be checked through to the final ticketed destination.

PASSENGER HANDLING ACCEPTANCE OF PASSENGERS Rev 01

MANUAL 15MAR2017
11.3 ACCEPTANCE OF PASSENGERS
11.3.1 O.K passengers (OK ticket and holds reservation).
11.3.2 H.K passengers (Norec: OK ticket but no record).
11.3.3 H.L passengers (ticket RQ, stand by).
11.3.4 Go-show passengers.

PASSENGER HANDLING NORECORD AND GOSHOW PASSENGERS Rev 01

MANUAL 15MAR2017
11.4 NO RECORD AND GOSHOW PASSENGERS

11.4.1 All goshow passengers will be accepted on the Operating flight.
11.4.2 Norec passengers will be accepted on the Marketing flight provided

that the Marketing flight number and date of travel are clearly shown
on the ticket;
11.4.3 Norec passengers will be accepted on flights as and prior Goshow

passenger.

PASSENGER HANDLING BAGGAGE HANDLING Rev 01

MANUAL 15MAR2017
11.5 BAGGAGE HANDLING
11.5.1 Operating carrier’s policy and procedures shall be applied;
11.5.2 Standard baggage allowance of Operating carrier shall be applied;
11.5.3 Access baggage shall be applied to Operating carrier’s regulations and

rates;
11.5.4 Operating Carrier shall issue its access baggage coupon;
11.5.5 Excess baggage and/or other related services (pets, etc.) charge
collected shall be retained by the Operating Carrier;
11.5.6 Irregularity baggage
a) For Codeshare Free- flow agreement
1) Operating carrier shall be responsible for processing neccessary

steps to baggage irregularities (i.e. loss, delay, damage and
pilferage...);
2) There should be no proration or recharge of costs (e.g. delivery,

repairing, replacement, interim express, claim settlements etc...)
incured between Operating and Marketing carriers;
3) Unclaimed/on-hand baggage and found properties are to be kept and

disposed of according to Operating Carrier’s policy and procedures;
4) Claims involving litigation should be referred to Marketing carrier;
b) Codeshare seat exchange Agreements
1) Operating carrier or its handling Agent shall assists all Code share
passengers with initial claims and tracing of delayed/lost baggage up
to 5 days in accordance with its regulations and policy.
2) If the mishandled baggage has not been located within 5 days, the
carrier who is designated in the carrier box of the ticket shall be
responsible for settling the final claims with the passenger.

JOINT SERVICES, CODESHARING 11.6/P 1
PASSENGER HANDLING OVERSALE, DOWNGARDE AND DENIED Rev 01

MANUAL BOARDING 15MAR2017
11.6 OVERSALE, DOWNGRADE AND DENIED BOARDING
11.6.1 For Codeshare Freeflow Agreement
11.6.1.1 In case of overselling, the Operating Carrier shall downgrade and

deny boarding its passengers only and be responsible for
compensation and any obligations to the codeshare passengers due to
denied boarding;
11.6.1.2 Operating carrier’s regulations and policy shall be applied in case of

compensation due to downgrading and denied boarding;
11.6.2 For Codeshare Seat Exchange Agreements
11.6.2.1 In case of overselling and there are no available seats in either party’s
allocation, the oversold party shall handle the situation in accordance
with its own standard and regulation;
11.6.2.2 On behalf of Marketing carrier, the Operating carrier may handle

Marketing passengers at airport.

PASSENGER HANDLING LOUNGE ACCESS Rev 01

MANUAL 15MAR2017
11.7 LOUNGE ACCESS
11.7.1 In case the number of VNA eligible passengers who are entitled to
access the lounge at airports is more than or as the same as the
number of the counter-part ‘s eligible passengers, the following option
should be applied: eligible passengers of both parties should be
offered to access lounge at airports at free of charge. Marketing
carrier shall inform the operating carrier its eligible passengers to
access the lounge for cooperating to handle;
11.7.2 In case the number of VNA eligible passengers who are entitled to
access the lounge at airports is less than the number of the counter-
part’s eligible passengers, lounge access at applicable airports should
be contracted and handled by each carrier locally for its own eligible
passengers according to its own policy.
11.7.3 For Skyteam member airlines, lounge access will be referd to bilateral
Lounge Usage Agreement.

PASSENGER HANDLING SPECIAL SERVICES REQUEST Rev 01

MANUAL 15MAR2017
11.8 SPECIAL SERVICES REQUEST
11.8.1 All passengers need special services shall be accepted on the

Operating flights and the Operating carrier ‘s procedures and policy of
special services shall be applied.
11.8.2 All requests of special meals of Marketing carrier ‘s passengers shall

be accepted 24 hours prior to ETD and confirmed automatically based
on the ability of the Operating carrier’s supply.

PASSENGER HANDLING IN-FLIGHT SERVICES Rev 01

MANUAL 15MAR2017
11.9 IN-FLIGHT SERVICES
11.9.1 The Operating carrier ‘s standards and policy of in flight services shall
be applied.
11.9.2 The Operating carrier shall provide the same standard of in-flight
services to Codeshare passengers as its provides to its own passengers
travelling in the same or comparable class of service in Codeshare
flights.
11.9.3 In-flight announcements shall be mentioned to the cooperation of Joint

services/codesharing between The Operating and Marketing parties.
Such on-board announcements shall be communicated to each other in
advance.

PASSENGER HANDLING FFP PROGRAMME Rev 01

MANUAL 15MAR2017
11.10 FFP PROGRAMME
11.10.1 Members of highest ranks of Marketing carrier’s FFP shall be

accepted to check-in at Operating Carrier‘s C class - counters at
airport;
11.10.2 The highest-ranks of members of Marketing carrier ‘s FFP will be

granted a special baggage allowance when they do check-in at
airport and their baggage will be tagged with priority tag.

PASSENGER HANDLING IMMIGRATION AND FINE Rev 01

MANUAL 15MAR2017
11.11 IMMIGATION AND FINE

11.11.1 All costs and expenses including but not limited to fines and
penalties incured in respect of the refusal of entry of any passengers
due to no visa or invalid travel documents at a destination point shall
be borne by the Opearting carrier, irrespective whether the passenger
was travelling under OC or MC flight number;
11.11.2 Checking passengers’travel documents at airport shall be applied in

accordance with the Opearting carrier’s proceudres and regulations.

PASSENGER HANDLING FLIGHT IRREGULARITIES Rev 01

MANUAL
15MAR2017
11.12 FLIGHT IRREGULARITIES
11.12.1 Flight irregularities including delayed, cancelled flights and

involuntary landing;
11.12.2 In case of flight irregularities, the Operating carrier has

responsibility to inform the Marketing carrier of the situation in
order to protect and handle passengers;
11.12.3 The assignment of responsibility for protecting and handling

passengers based on the point of time of notice from the Operating
carrier to Marketing carrier. A point of time of notice should be
agreed by parties in the agreement. In case of delay or cancellation
informed at or prior to such the point of time, the MC shall be
responsible for informing, rebooking its own passengers and be born
all costs and expense concerned. In case of delay, cancellation
inform after the point of time agreed in the agreement, the Operating
carrier shall be responsible for performing accommodation for all
passengers including MC passengers and bear all costs and expenses
concerned.

CHAPTER 12 – ACCIDENT AND INCIDENT
PASSENGER HANDLING HANDLING
MANUAL
CHAPTER 12
ACCIDENT AND INCIDENT
HANDLING
ACCIDENTS AND INCIDENTS HANDLING 12.1/P1
PASSENGER HANDLING GENERAL INTRODUCTION Rev 01

MANUAL 15MAR2017
12.1 GENERAL INTRODUCTION
12.1.1 Definitions:
Accidents and incidents relating to ground service are situations which may
happen while serving passengers and ground service causes injury and affect
customers’ health or staffs, damaging property, damage or effect environment.
12.1.2 Applying scope
12.1.2.1 Applied objectives:
a) All of passengers (including joint-venture/code-share passengers) on

Vietnam Airlines flights.
b) All of objectives are cadres and staffs joining into ground service process
serving for Vietnam Airlines flights.
c) All of equipments, properties take part in ground service process serving

for Vietnam Airlines flights.
d) Note: Permissible exclusions in case of accidents, plane’s problems

concerning to radioactive, bomb threatening, undermine, fire, explore,
flood, typhoon and any big damage caused by accidents, robbing plane.
These cases are applied in accordance with high emergency procedure.
12.1.2.2 Scope of application: For all of domestic and international airports in

the Vietnam Airlines route.
12.1.3 Regulations:
12.1.3.1 Obey current regulations of Headquarters on safety program, security

program, passenger handling manual, ground operation manual.
12.1.3.2 Each service unit (ground handling companies at NBA, DAD, TSN
Airport) basing on this guideline to establish the detail procedure
opening at sites of person being in charge.
12.1.3.3 VNA representative in oversea, VNA representatives of regional

office basing on this guideline to arrange work with service


MANUAL 15MAR2017
companies requiring the co-operation and always ensuring available

detail practice procedures.
12.1.3.4 Contact addresses dealing with accidents must include:
a) Airport medical room.
b) Airport authorities.
c) Custom office.
d) Immigration police.
e) Environment office
f) Family or office of victim.
g) Corporate Affair.
h) Finance and Accounting Department (Insurance Office)
12.1.3.5 Emergency report of accidents, problems: Directors of Operation

Center, Directors of Ground Handing companies, Branch Office
Director after reported by staffs on duty about accident situations,
problems must call to report directly Executive Vice President-
Services Ground Operation; Marketing Service Department Director
to know problems. Emergency report only done when:
a) Accidents, problems cause serious injury for passengers and staffs (can
not be treated on the spot or at airport medical department, need to be
brought to hospital to give emergency aid or treatment).
b) Accidents, problems of ground equipments for plane.
c) Accidents, problems delay the flight 6 hours above, at the same time
affect to another flights.
12.1.4 Handling Procedures
Work Responsibility Description

Identify the On duty staffs - Any staff in ground handling company/ground
problems, office finds accidents, problems relating to human

MANUAL 15MAR2017
accidents and (staff & passengers) and equipments (ground

inform related service & plane) while supplying service at airport
sectors. is responsible to report immediately to VNA
representative & cadres in charge at site.
- Implementing emergency treating method,

necessary rescue which is suitable with ability
(according to major as trained).
Determine Vietnam Airlines - After received information, VNA representatives

nature Representatives use the method of determining accident &
problem. Depending on accident situation &
problem, identify the nature, being aware of the
danger and the damage as well to give a
conformity treatment.
Treating VNA representative, - Co-operating with ground service company,

Ground handling airport authority, immediately use first aid
company/Ground equipment to treat reducing damage on human and
service company property.
/Airport authorities
- VNA Representatives usually inform process of
treating accident and problem to their Sector
managers and ask for ideas for next treatment.
Report problem, VNA representatives - Inform and report problem, accident to

accident department in Head company including foreign
affair office, finance department.
- Sectors management report immediately to vice

general manager in charge of Executive Vice
President-Services Ground Operation; Marketing
Service Department Director
Keeping records VNA - Implementing establishment and keeping records

representatives/ to serve monitoring and training for prevention in
Ground handling the future. Keeping records at least 24 months.
company

PASSENGER HANDLING HANDLING OF PASSENGER HAS PROBLEM Rev 01

MANUAL WITH HEALTH 15MAR2017
12.2 HANDLING OF PASSENGERS WITH HEALTH

PROBLEM
12.2.1 Regulations
a) The irregular phenomenon on passengers’ health: is accident happening to

passengers which effect to passengers’ health, for example: stumble,
strike against… or the irregular phenomenon changes suddenly to
passengers’ health such as body pain, faint, convulsion, bloody, etc. as
flowing is called injured passengers.
b) Light injured passengers: is the case can be treated on the scene or at

airport medical department.
c) Serious injured passengers: This case cannot be treated on the spot or at

the airport medical department and needs to bring into hospital for
emergency and treatment.
12.2.1.2 Applying scope
a) Objectives of application: apply for all passengers on the flights of

Vietnam airlines but injured passengers causing by breakdown, airplane
accident.
b) Scope of application:
1) Injured passengers on the ground: Is limited since passengers finish

procedure at departure airport till the time before passengers enter
the airplane’s hold; from the time passengers move out of airplane’s
hold till the time passengers complete the procedure of receiving
luggage and leave station at the arriving airport; passengers are
injured while transporting by road transport of transportation
company arranging when there must change the route obligatorily.
2) Injured passengers on the flights: is limited since passengers enter

the airplane’s hold till the time before passengers move out of the
hold of airplane.
12.2.1.3 Assigning responsibilities


a) All of individuals, departments of Vietnam Airlines Corporation at the

airport must have responsibility to give emergency aid to injured
passengers or support human resource and facilities as well.
b) The representative of VNA at airport is the main contact man to arrange

giving first aid to injured passengers and take responsible in solving
problems related to injured passengers.
12.2.2.1 Light injured passenger case:
a) Passengers are injured on the ground:
1) Right after finding passengers are injured on the ground, ground

service staffs immediately inform emergency department (airport
medical department), the Representative of VNA at airport and
airport’s authorities to give first aid to passengers.
2) When received information of passengers are injured, the

representative of VNA at the airport must present on the spot, at the
same time inform and request the cooperation of these following
departments:
i) Airport medical department
ii) Airport authorities
iii) Custom office (if necessary)
iv) Immigration police (if necessary)
3) The representative of VNA implement establishing the form of

“Passenger’s health irregularity report” (see the below form). The
report must have the confirmation of airport authorities, at least one
person is evidence and it is made into two copies: the representative
of airport authorities keeps one copy and the other is kept by VNA
representative in case of passengers’ health can be worse afterward.
b) Passengers are injured on the flights:
1) Right after received information of passengers are injure, the Purser

must present on the spot and implement the necessary aid method at
the same time call the support of the passengers who have been

trained of medical on the flights and inform immediately to the

Captain of the flight.
2) Attendance help the Captain record detail passengers into the form of
“Passenger’s health irregularity report” get at least one passenger’s
signature for evidence. The report is made into two copies: one is kept
by Cabin crew, the other is send to representative of VNA at landing
airport in case of passengers’ health can be worse afterward.
12.2.2.2 Passengers are serious injured case
a) Passengers get serious injured on the ground:
1) Just after finding passengers get serious injure on the ground, service
staffs inform immediately to emergency department (airport medical
department), the VNA representative at airport and airport
authorities to opening first aid to passengers.
2) When received information of passengers get serious injure,
representative of VNA at the airport must present at the airport,
appoint human and facilities to bring passengers to hospital for
emergency aid. The Representative of VNA can request ground
service to give support of human and facilities in necessary case.
3) Besides airport’s Medical department and airport Authorities, the

Representative of VNA at the airport need report and request
cooperation to solve of these following departments:
i) Custom office (if necessary)
ii) Immigration police (if necessary)
iii) Family or office of victim.
iv) Corporate Affair (if necessary)
v) Legal Department (Insurance Office)
4) The representative of VNA at the airport must establish “Passenger’s

health irregularity report” The report must have conformation of
Representative of airport authorities, at least one person for evidence
and it is made into four copies. The Representative of airport
authorities keeps one, representative of VNA keeps one, one is kept
by medical department or at hospital where passengers are given first
aid and treated, one is kept in insurance records submitting to
finance department (insurance department) of head of company.


5) In case the passenger losses the identification ability, the

Representative of VNA at the airport cooperate with police, custom
(if necessary) establish record to inventory passengers’ baggage and
property and have confirmation of other passenger (record name,
nationality, address, passport, journey of this passenger).
6) The Representative of VNA at the airport seals off the whole

baggage (including check-baggage (if any)), after that pass to
representative of airport authorities (having record of transfer) or
keep at representative office.
7) Representative of VNA help family’s victim complete necessary

procedure to take care of victim in hospital while treating.
8) In case passengers are accepted to transport, the Representative of

VNA at the airport must inform Vietnam Airlines representation at
airports onward in the passengers’ itinerary. The message should
state the following information: Flight number/sector/date;
Passenger’s details: name, gender, date of birth, nationality, passport
number/identify number, address; Additional information: other
concerned information
9) In case passengers are accepted to transport provided that but they

must be accompanied by medical staffs to ensure safety for
passengers and flight, the Representative of VNA at the airport must
report and ask Headquarters for solution in the soonest time.
b) Passengers get serious injure on the flight:

1) Just after finding passengers get serious injure on the flight, the
Purser must present on the spot, gives necessary support and call
supports of passengers who have been trained on the flight and
inform immediately to Captain of flight.
2) The Purser informs the Captain continuously the hot news on

passengers’ health condition. Depending on the passengers’ health
condition and the real situation, the Captain has the right to decide
returning to departure airport, landing off the nearest reserve airport
or destiny airport.
3) The Purser help the Captain record detail of passengers into the form
of “Passenger’s health irregularity report” get at least one

passenger’s signature for evidence. The form of record is inside

document bag of steward according to flight route. The record is
made into four copies: one is kept by flying team, one is send to the
representative of VNA at the arrival airport, one is sent to medical
department or hospital is given first aid and treated, one is kept into
insurance record to send Legal Department (insurance office).
4) In case passengers lose identification ability, the Purser has

responsible to establish record to inventory passengers’ luggage and
property and have confirmation of other passenger (record name,
nationality, address, passport, journey of this passenger).
5) The Captain on the flight must take responsibility to inform

previously for representative of VNA (if any) or the landing airport
authorities the passengers’ health condition to ask support of human
and facilities to bring passenger for emergency aid after the flight
landing.
6) If the landing off airport does not have the representative of VNA,
the Purser takes responsibility to cooperate with the Captain and the
ground service sector informing to airports in the route of passengers
and related department as well.
c) Abnormal reports:
1) In case passengers get serious injure on the ground or in the flight,

the Representative of VNA send irregular report to the Headquarter
(Corporate Affair, Marketing Service Department, Legal
Department) no later than 24 hours since happening problems. The
message and irregular report should include the following
information: Flight number/sector/date; Passenger details (name,
gender, date of birth, nationality, passport number/identify number,
address, phone number of passenger or their relatives), a summary of
the irregular problem.
12.2.3 Visiting regime, claim goodwill
12.2.3.1 Regulations
a) The representative of VNA at the airport sends letter, assigns person to

visit and take care of passengers (incase passengers get serious injure and

alone) or creates the most favorable condition for passengers’ relative (if
accompany with passengers) is allowed to stay to take care of passengers
while passengers are treated in hospital.
b) All the medical expenses arise related to hospitalization, treatment, taking

care of passengers, etc. born by transfer company according to the
average price of that local. The Representative of VNA takes
responsibility to collect fully the receipt related to the arise expenses (the
original copy) and send to Finance and Accounting Department
(Insurance office).
c) Claim goodwill for passengers: besides paying the above expenses, the
Representative of VNA claims goodwill for passengers or buy present to
visit passengers with these levels:
1) In case passengers get light injure: 50 USD or the equivalent money.
2) In case passengers get serious injure: 100 USD the equivalent money.
3) Used receipt: using “Receipt” doing receipt for passengers.
d) In case passengers move from one location to another, the Representative

of VNA at the airport where with the irregular problem happen must
inform VNA representative office at passenger’s destination by fax, email
or SITA. (If representative office is not available, hand over to the
Representative of VNA at the destination airport). In the emergency case,
call direct the operating team of the receiving unit. Transferring time is
immediately after receiving information about new location of passenger..
The Leader of concerned unit must be informed and responsible for
instructing the handling over in accordance with the regulation. The
representative of VNA at destinations receives record and take care of
passengers on behalf of VNA.
12.2.3.2 Record of receipt: the conformity record of receipt includes:
a) Copy of passengers’ ticket, passengers name list, passengers’ ID or

passport.
b) Report of passengers’ irregular health condition.


c) The receipt which has the signature of passengers or person entrusted by

passengers, approved by the head office or by entrusted Person.
d) Arise receipt from hospital.
e) Abnormal records.
f) Certificate of injury (if any)
g) In case passenger move place but the record hasn’t been enough or
passenger is still under treatment,, the representative of VNA at location
passenger move to must collect enough proof and concerned document to
complete the record.
12.2.4 Insurance regulation:
12.2.4.1 Liability Insurance:
VNA will not be covered when the passenger gets injure on the ground. There
are two following cases for passengers get injure on the flight:
a) The case that is under liability insurance: In the case of passenger’s

injured due to fault of Vietnam Airlines such as: fault of Vietnam Airlines
staff/ technical equipment on the airplane and on the ground, due to the
impact of natural conditions in the flight or by the service, the product
provided by Vietnam Airlines to passenger. The costs incurred will be
considered buy insurer to cover compensation for all eligible reasonable
and legal costs in the settlement process for passengers, including
emergency expenses, medical treatment costs in hospital for emergency
landing of aircraft (additional fuel, ground handling) and other expenses
(if any).
b) The case that is not under liability insurance: In the case of passenger
injured due to the passenger’s health, existing potential disease, or other
reasons caused by passenger. Incurred costs will not be insured and will
be calculated to the cost of the Vietnam Airlines. However, expenses for
an emergency landing of aircraft (additional fuel, ground handling) will
be covered by insurance.
c) The determination of objective causes is based on irregular report record

on the flight.

12.2.4.2 Insurance Documentary:
a) Time for sending record: VNA representative shall have responsibility to

collect documentary and send to the Legal Department (Insurance
Division) no later than 30 days after the incident.
b) Content of records of insurance (in case of insurance liability), including:

1) An application for compensation by relatives of passengers who are
authorized or legitimate heirs of passenger’s injured.
2) Minutes of the problems with Vietnam Airlines for the passengers
(to be insured).
3) Passenger tickets (copy).
5) The costs related documents to prove the loss of passengers.
6) Documents of passengers, and other medical documents of the
medical section.
7) Letter of authorization of the passenger or his legal successor for a
lawyer and/or his representative.
8) Information concerning flight: Aaircraft register number, aircraft
type, flight number, flight routes, and time of departure.
9) Passenger information: Name, age (year of birth), gender,
nationality, ID card or passport number, address / telephone number
of passengers or his relatives, representatives or authorized persons
or heirs at law of the passengers.
10) The documents for additional fuel, ground handling costs (due to
forced landing (the responsibility of insurance or liability insurance).


BÁO CÁO VỀ TÌNH TRẠNG SỨC KHỎE BẤT THƯỜNG CỦA HÀNH
KHÁCH PASSENGER’S HEALTH IRREGULARITY REPORT
Ngày tháng năm Số hiệu chuyến bay/Chặng bay
Date Flight No./Sector
Name of passenger Sex
Địa chỉ hành khách
Permanent Address
Hành trình Nơi xảy ra bất thường
Passenger’s journey Place of happening
Số giờ bay từ khi hành khách lên máy bay Độ cao của tàu bay
Hours from embarkation Altitude of aircraft
Tình trạng của chuyến bay
Flight condition
Dấu hiệu, triệu chứng và tình trạng của khách (nguyên nhân nếu có)
Significant conditions (cause if any)
Xử lý của nhân viên mặt đất/tiếp viên Xử lý của bác sĩ, bộ phận y tế (nếu có)
Treatment/action taken by ground staff /cabin Treatment /action taken by
crew doctor/airport’health service (if any)
Thời gian chính xác khi khách bị thương/tắt Loại thuốc khách đã sử dụng
thở/ngừng mạch/ giãn đồng tử Medicine used by passenger
Precise time when injured; breath/ pulse stops/
pupils dilate.
Tên và chữ ký của tiếp viên trưởng Tên và chữ ký của cơ trưởng
Purser’s name and signature Captain’s name and signature
Tên và chữ ký của đại diện Nhà chức trách sân Họ tên và chữ ký của Đại diện Vietnam
bay Name and signature of Airport Authority Airlines
representative Name and Signature of Vietnam Airlines
representative
The first witness ’s name and signature The second witness ’s name and signature

ACCIDENTS AND INCIDENTS HANDLING 12.3/P 1
PASSENGER HANDLING HANDLING OF ACCIDENT AND INCIDENT Rev 01

MANUAL RELATED TO RAMP OPERATION 15MAR2017
12.3 HANDLING OF ACCIDENT AND INCIDENT RELATED

TO RAMP OPERATION
12.3.1 Accident and incident relating to human being
12.3.1.1 Accident in supplying services at ground
a) Phenomenon:
1) Fall down from equipment (ladder truck, forklift truck, conveyor-

belt-truck…)
2) Have accident when supplying technical services such as: wheel

chocking, supplying technical ladder… because of wrong procedure,
short distance from engine…
b) Treating method
1) Perform first aid
2) Inform person on duty the flight and representative of the airport (if
being client or staff of the airport)
3) Carry victim to Health Center or the nearest hospital
4) Staff on duty of the flight inform quickly to staff of team, staff of

department, staff on duty, and the leader.
5) Make report supporting flight
6) Make labor accident report and irregular problem report
c) Report and assessment
1) Report supporting flight
2) Irregular problem report
3) Non-conformity report
4) Labor accident report


12.3.1.2 Accident in supplying airplane sanity services
a) Phenomenon:
1) Push trolley on airplane, the trolley weigh down on foot causing

accident
2) Staff has accident when waitress throw broken bottles, glasses in the
recycle bin
3) Fall down when carrying waste bag or material bay on or off the
airplane
b) Treating method
2) Inform person on duty the flight and representative of the airport (if
being client or staff of the airport)

department, staff on duty, and the leader.
5) Make report supporting flight
12.3.1.3 Accident in maintenance and repairing equipment process
a) Phenomenon

1) Hydraulic oil splash over eyes when open and untie oil pipe in the
hydraulic system having pressure left
2) Accident caused by one part of machine weighing down on when

getting into under the equipment
3) Having accident when using machine equipment supporting

maintenance and repairing process
b) Treating method
2) Inform person on duty

department, staff on duty, and the leader
5) Make report repairing equipment lead process to accident
12.3.2 Accident and incident relating to airplane equipment, ground

technical equipment.
13.3.2.12 Accident and incident of striking equipment against equipment
a) Phenomenon
1) At airport when approaching the airplane, when moving on mission
2) When moving on uneven way making the part of machine fall


3) When push trolley breaking electric wire and leading to danger of

fire, explosion
b) Treating method
1) Protect the scene (record all the matter)
2) Carry corrupt equipment to the stipulated place, use truck to shovel

containers, good pallets ( if any) to the warehouse or to ship
3) Inform the matter to the person on duty, staff of department and

team
4) Make accident report and irregular problem report
5) Carry corrupt equipment to workshop for checking and repairing
1) Accident and problem report
13.3.2.12 Problem of equipment when deploying
a) Phenomenon
1) Turn off the machine and cannot restart, oil leaking, broken oil pipe,
electrical leakage, failed brake and steering system
b) Treating method
1) Operating staff treat urgently according to regulation trained
2) Carry equipment out of the airplane by any way
3) Carry other equipment in the position to continue operating
4) Use rickshaw if necessary to bring equipment to the stipulated place

for repairing

5) Inform the matter to staff of team and department
13.3.2.13 Equipment striking the airplane
a) Phenomenon
1) Approach the airplane too closely when the airplane change load
2) Failed brake of the equipment
3) Weather make equipment strike the airplane
b) Treating method
1) Operating staff treat urgently according to regulation trained
2) Carry equipment out of the airplane by any way
3) Carry other equipment in the position to continue operating (if there

is no danger to the airplane)
4) Use rickshaw if necessary to bring equipment to the stipulated place

for repairing
5) Inform the matter to staff of team and department


13.3.2.14 Equipment burn on the airport – burn when being repaired
a) Phenomenon
1) When operating on airport or repairing the burned equipment
b) Treating method
1) Urgent treating method: use firefighting equipment equipped in

vehicle to stamp out the fire, call people around for help
2) Turn off the main electrical lock
12.3.3 Accident and incident to dangerous goods
13.3.3.1 Handling method on the spot
a) When accident happen, person at scene or staff of team, shift make first
aid for the victim. In necessary case, call the ambulance carrying victim
to the hospital
b) Staff on duty of the flight inform immediately to representative of

transportation company, staff of department, staff of team, shift by
telephone
c) Staff of team, shift isolate the area happening accident and person having
no duty from the scene. In case leaking radioactive substance, move
person having no duty out of scene at the distance of 50m, and contact
with nuclear safety organization or rescue organization
13.3.3.2 Irregular case
a) Gas group
1) Phenomenon

i) Gas may leak in the loading or transportation process

ii) Dioxide organic may cause fire, react strongly with other
material or water
2) Treating method
i) Evacuating people out of area having dangerous gas
ii) Use gas mask when leaking and evaporating
iii) Define origin and identify dangerous material
iv) Inform professional settlement organization
3) Report and assessment

i) Report supporting flight
ii) Irregular problem report
iii) Non-conformity report
iv) Labor accident report
b) Liquid group
1) Phenomenon
i) Inflammable liquid may burn in the transportation, packing, or
loading
ii) Erosion material in transportation, loading or packing wrongly
may cause danger to life, health and damage assets, make fire,
erode material such as wood, paper, oil,…
iii) Ordinary liquid
iv) Frozen food
v) Live animal
2) Treating method
i) Evacuating people out of area having dangerous gas
ii) Define origin and identify dangerous material
iii) If there is smoke/ fire: handle according to the firefighting
process
- Define the fire origin
- Cut off the power supply related
- Use appropriate firefighting equipment immediately
- Use glove to avoid contacting directly
- Wear smoke mask in the nearest position
- Inform professional firefighting organization immediately



c) Solid group
1) Phenomenon
i) Broken bags containing explosive, scatter of explosive
ii) Multi-organic oxide on the transportation, loading, unloading
may cause fire, response with other material or contact with
water
2) Treating method
i) Quickly move out of firing, dangerous area
ii) Define origin and aware of dangerous material
iii) Use glove to avoid contacting directly
iv) Use bag used for dangerous goods or suitable equipment
v) Put the material into nylon bag and tie tightly, place at the right
place
vi) Use equipment and analyzing material to scrape material at
floor

d) Radioactive and other material

1) Phenomenon
i) Toxic and infectious material on transportation or loading may
fall, cater, brake
ii) Radioactive on transportation or loading may leak
2) Treating method
i) Combine all the above-mentioned treating methods


12.3.4 Accident and incident with normal goods
12.3.4.1 Oversize, bulky, fragile goods, luggage, overweight goods
a) Treating method
1) Staff on duty define the position for loading goods
2) Define time for completing the loading and unloading in time with
the contract
3) Organize discussion before doing, inform staff of department, staff

on duty for instruction and coordination
4) Staff on duty remind others to perform labor safety regulation
b) Report and assessment
12.3.4.2 Large quantity goods
a) Treating method
1) Staff on duty define the position for loading goods
2) Define time for completing the loading and unloading in time with
the contract
3) Assign number of staff appropriately
4) Record time of completing loading and unloading


12.3.5 Prevention activity
12.3.5.1 Relating to human-beings
a) Performance
1) Train carefully before assigning tasks
2) Organize discussion, remind regulations at shift, team before starting

work
3) Assign concretely and supervise, remind in the process of supplying

services at ground
4) Retrain according to the regulation
b) As to staff at repairing workshop
1) Not open, fit the hydraulic valve when the engine running, reduce
the pressure in the system if the system equipped pressure
accumulation device and wear the glass
2) When working under the equipment

i) Turn off switch and main electric lock of the equipment
ii) Observe carefully tire of equipment
iii) Choke wheel firmly to keep the equipment in stable state
iv) Not to be near crane when adjusting, lifting heavy object
3) Check equipment state before using
4) Repair, operate in good condition and technique
5) Bring labor protection equipment according to the regulation


6) Car bringing staff having duty at airport not run over speed, brake
urgently…
c) Report and Archive
1) Training plan on profession and technique settling abnormal

situation for staffs on duty at ground
2) Archive to keep file of staff attending training courses
3) Remind and inform
12.3.5.2 Relating to equipment
a) Performance
1) Train carefully before assigning tasks
2) Organize discussion, remind regulations at shift, team before starting

work
3) Assign concretely and supervise, remind in the process of supplying
services at airport
4) Retrain according to the regulation
5) Turn on trafficator when approaching the airplane
6) Tie and load carefully when transport by container and pallet
7) Place equipment and machine at the right place
8) Operating staff check equipment before and after starting operation
9) Use high quality, technical replacement device
10) Team of checking and repairing perform maintenance at the right

place
11) Not wield, cut, do mechanical process on the barrel containing

inflammable material


12) Not try electric spark at the place near fuel pipe, carburetor
13) Turn off the main electric lock when open and untie the equipment
14) Not wield near the place used for making up paint or used for
painting
b) Report and Archive
1) On job training plan for staffs
12.3.5.3 Relating to passengers
a) Performance
1) Not help passengers bring any thing out and into the airplane
2) Not make the passenger fall on the stairs, connect the ladder to the
airplane correctly, correct distance, declination
1) Training plan on profession and technique settling irregular situation

for staffs on duty at ground
12.3.5.4 Relating to dangerous goods
a) Performance
1) Train for staff knowledge about dangerous goods: how to aware and
how to handle
2) Train staff knowledge about weakness and method of loading and

unloading dangerous goods in aviation transportation

3) Be careful when contact with dangerous goods, avoid accident
4) Equip carefully labor protection equipment

12.3.5.5 Relating to normal goods
a) Performance
1) Organize discussion before loading and unloading oversize, fragile

goods
2) Assign number of staff at each point of time
3) Assign right person, right work
4) Use all the labor protection equipment



MANUAL RELATED TO LOADING OPERATION 15MAR2017

TO LOADING OPERATION
12.4.1 Accidents and incident to the human beings
12.4.1.1 Baggage falling or ground equipment hit people
a) Phenomenon
1) When open barrel to give back the baggage, the above baggage may
fall out, make injury for staff, especially the solid suitcases are easy
to slip
2) Staff walking on conveyor belt when operating may fall/ or roll leg
into conveyor belt
3) The hatch of ULD fall while loading or unloading baggage lead to

accident
4) When baggage barrel is full, staff close the cover may cause accident
to around people
5) At the working position, the trolley coming in and out may cause
accident to staff because of hidden line of vision
6) Staff faint in the working room or out of airplane
7) Fall out at the airport
8) Loading staff have accident because of striking against equipment

operating
9) Loading staff fall from forklift, conveyor belt truck when instructing
loading at the airplane
10) Loading staff’s leg, hand stuck in the moving system or lock in the
good cellar
11) The barrel hit loading staff while loading lead to accident
12) Assign staff to follow the airplane, lack of staff supplying services

13) Representative of airport company make quarrel with staffs
b) Treating method
1) If having accident, shout and surrounding people cut off the

interruptor to stop urgently all the positions near conveyor belt,
inform the technique team to carry equipment opening the conveyor
belt, may treat according to the level, treat at the spot or do first aid
and inform the person on duty by telephone to call ambulance.
2) Inform the person on duty of shift, team, staff of other department at
the place happening the accident to do the first aid for victim, bring
victim to nearest hospital.
3) Contact and assign competent staff to follow the airplane. Inform

staff of team, department, administration department by telephone,
or in written. Comply all procedures and regulation of aviation
4) Keep calm to explain the matter when happening contradiction
3) Archive to keep file at site
12.4.1.2 Accident to equipment
a) Phenomenon
1) Conveyor belt or working room cause electric leaking and burning…

or stop operating
2) Loading without checking, luggage striking make state of cellar
3) Cut off electric in the long period, affect the services
b) Treating method


1) Inform staff of team, department by telephone to interfere.
2) Cut off electric at the working place. Use firefighting equipment.

Evacuate people out of the scene. Report the matter to staff on duty
of team, department. Require authority to maintain, repair to avoid
accident
3) Define the damage level, inform staff of team, shift, inform the
representative of aviation company
4) Use electric reserved. Supply relating information by telephone to

related units
12.4.1.3 Accidents and incident related to security checking, bolts of cargo

hold and the carelessly loading process
a) Phenomenon
1) Loading staff did not check carefully empty ULD when loaded into a
cargo hold (maybe empty ULD containing dynamite, strange things,
illegal person...)
2) Loading staff did not check carefully unbolted ULD, pallets while
loading goods and luggage into a cargo hold causing unsafety.
3) Data of goods is incorrect in comparison with real ones causing

safety
4) Estimated ZFW is much different from one in practice causing loss

of trading loading and waste of exploitation;
5) Missing message which causes difficulties in services, security

checking, and safety at the destination airport.

6) Captain was detected not to update data on the loading table into a
plane’s computer system causing unsafety the plane;
7) Supplying new GD without taking back old GD causing difficulties

in security checking of authorities at terminal airports. Security of a
flight crew is not ensured;
b) Treating method
1) When is required to supply empty ULD for firms, loading document

staff take responsibility to coordinate with relevant departments for
carefully checking empty ULD. If these staffs detect any
extraordinariness, immediately report to watch staff in order to
timely recover, replace.
2) Before loading goods, loading document staff coordinate with

ground staff carefully check bolts of a cargo hold, doors of a cargo
hold. If detecting any damages, these staffs soon inform machinists
to confirm. After loading ULD, pallets at right places, remember to
bolt carefully.
3) Loadsheet with the limit of LMC. Informing store and operation

duty staff by telephone or walking-talking that there is not a
Declaration for goods. Informing loading staff by walking-talking to
stop loading, wait for another solution. LMC with under or over
weight within the permitted limit. Informing Capital of the above
LMC. Informing the representative by telephone or walking-talking
to have a timely solution. Requiring Captain to open the plane’s door
for repair of loading level. Renew loading table, resigning a loading
level.
4) Re-estimating ZFW according to supplied data. Re-make reports on

oil. Reporting the re-estimated ZFW to Captain for taking new oil.
5) Re-checking hops of the flight, Declaration for goods. Re-correct

official letters: the terminal for types of luggage, goods rightly under
the form of a Declaration for goods according to LIR by loaded by
loading staff.


6) Recollecting signed loading table by stewards. Coming into cabin,

resigning a loading level with captain who has seat on the left, his
veston has four yellow dash shoulder-straps or wrists.
7) Sending real CLM of a flight. Informing of destination to a flight

crew by messages.
2) Supporting flight report
12.4.2 Accidents and incident to ownerless luggage and dangerous goods
12.4.2.1 Ownerless goods
a) Phenomenon
1) Luggage is strange object, ownerless object which threat the

airplane’s safety affecting passenger, airplane, equipment at the
position of conveyor belt and parking yard
b) Treating method
1) Inform the problem to staff of team, department, person on duty to

coordinate and define origin, dangerous level. Offload immediately
to avoid striking if luggage have been loaded to airplane
2) Call for help of professional units
2) Labor accident report (if any)


12.4.2.2 Luggage is dangerous goods
a) Phenomenon
1) Staff injured because of leaking chemicals in the loading process
2) This kind of luggage may cause danger when staff directly contact
with luggage in case of broken bags
b) Treating method
1) Inform person on duty of shift, team
2) Do first aid for victim
3) Staff of other section at the scene inform the person on duty
4) Person on duty help to bring victim to the nearest hospital
5) Note: Process and initial first aid depending on kind of dangerous

goods
12.4.2.3 Luggage is live animals
a) Phenomenon
1) When receiving to carry on to the airplane
2) Live animal die before the airplane take off
b) Treating method

1) Check before receipt, all necessary information should be attached to

cage
2) Not irritate, load at the right place suitable to requirement of each

label’s goods
3) Inform person on duty of shift, team by telephone, inform Captain,

recover NOTOC, LMC new loading.
4) If happen any abnormal problem, call for help of representative to

make report
12.4.3 Accidents and incident to normal goods
12.4.3.1 Oversize and bulky luggage
a) Treating method
1) Airline representative and ground service unit agree to issue

reasonable loading method.
2) Guide and loading staff have to bring all labor protection equipment
to avoid accident
3) If happen any abnormal problem, call for help of representative of

the aviation company to make report
2) Labor accident report (if any)


12.4.3.2 Fragile luggage
a) Treating method
1) Check fragile stamp before loading, load on top position
2) If happen any irregular problem, call for help of representative of the

aviation company to make report

12.4.4.1- Accident and incident relating to human beings
a) Accident and incident relating to human beings in general
1) Find out about the health of staff when staffs have abnormal
behavior, and bring staff to her/ his home if necessary
2) Remind staff about the situation to prevent. Not stand behind

when barrels moved to right position. Be active to prevent when
hook dolly to pulling machine
3) Close the cover only when car stop
4) Manufacturing guide comply with regulations of safety on

parking yard, at airplane. Wear labor protection shoes due to the
regulation. Coordinate and inform about the movement to staff
controlling equipment.

5) Coordinate well with staff deploying parking yard at the same

position. Supervise loading process carefully
6) Check barrel situation, obey all the regulation of loading safety
b) In case staff of aviation company make quarrel and overwhelm
1) Keep calm, behave friendly, avoid using provoking words, explain

matter carefully, inform team, department if there is any bad signal
c) Assign staff to follow the airplane
1) Manage document, form correctly and adequately. Use and keep

well passport, certificate, security card
d) Report and Archive
1) On job training plan for staffs
12.4.4.2- Accident and incident to equipment
a) Performance
1) Pay attention regularly to baggage conveyor belt if there is any

abnormal electric problem, inform authorities to maintain and repair
in time
2) Pay attention in the working room if there is any abnormal electric

problem, computer trouble, … inform staff of team, department to
repair
1) Training plan on profession and technique settling situation for staffs


12.4.4.3- Accident and incident to dangerous goods
a) Performance
1) Remind staff about situation which may occur for prevention. Inform
surrounding people and actively avoid. Avoid contacting directly
with dangerous material leaking
2) Collect information about loading of the flight according to

regulation. Loading guide comply with loading process regulated in
case goods are dangerous. Loading guide must be trained carefully
to understand handling method to each kind of dangerous goods
3) Not keep bags, furniture without agreement of staff on duty of team,

shift. Be cautious in the working area. Assigning confirm according
to regulation
4) Observe and confirm with loading staff before signing. Check

NOTOC and inform to Captain; confirmation signing. Note: not
issue LIR when loading LIR with H5 baggage together. Check
quantity on goods declaration.
5) As to live animal: check carefully cage before loading. Not irritate

animals in cage
12.4.4.4- Accident and incident to normal, oversize, bulky, fragile goods
a) Performance


1) Remind staff about situation which may happen for prevention. Staff
should prepare right position to work, if informed, in case the goods
are too heavy, call for help of others. Remind ground check-in to
issue labels and tags accordingly and inform in detail of specific
cases.
12.4.4.5- Other expected incidences
a) Performance
1) Seriously performing under the weight and balance procedure,

regulations of a airline. Need to have Declaration of goods to check,
not to make loading levels according to messages of goods. Making
a comparison between goods data in practice on a loading table with
ones of declarations of goods;
2) Requirement for making a report on oil, recheck updated data in

computer. Final settling accounts, and checking practical data with
estimated ones. Immediately informing Captain and representatives
of VNA to solve.
3) Rechecking updated data comparing with Declaration of goods.

Watch staff check LIR before handing over loading staff. Checking
the hop on the loading table before signed a loading level. Checking
again messages before sending, especially paying attention to two-
hop flights.
4) Instructing staff to distinguish the person who has his veston has
four yellow dash shoulder-strap or wrist is the Captain. Only signing
the loading level with Captain in cabin. Requiring to seriously
follow the working process, the steps to sign the loading level
according to report. Only coming into when plan closes all doors.


5) Handing over a flight’s document needs to distinguish which are

useful. Correcting and supplementing new documents must collect
again non-useful documents in order to avoid mistakes.


MANUAL RELATED TO PASSENGER SERVICES 15MAR2017

TO PASSENGER SERVICES
12.5.1 Types of accident and method of treatment.
12.5.1.1 Types of accident and incident related to human.
a) Phenomenon
1) Staff is unconscious when working
2) In case of staff is stroke stumbling on conveyor belt.
3) In case of passenger is stroke stumbling on conveyor belt, in front of

procedure counter.
4) Electronic system is leakage firing, spread to passengers.
5) Passenger threaten the duty staff
6) Staff is fallen when conveyor belt system stop working suddenly
b) Treating method
1) Report immediately to passenger service officer, management on

duty, authorities
2) Initial first aid
3) Call medical center at the airport
4) Quickly move out of firing, detonation
5) Report immediately to management on duty, Authorities.
6) Give primary first aid to injured person caused by fired trolley
7) Call medical airline center
8) Call airport security to intervene


9) Explain for passengers the enquiries clearly
10) Require to load and unload (in case the trolley is stopped)
1) Report of fact
3) Report of labor accident
4) Record is kept at site
12.5.1.2 Types of accident and incident related to equipment.
d) Phenomenon
1) Conveyor belt firing
2) Electronic system is leakage firing
3) Computer to be struck by lightning
4) Firing at working site
e) Treating method
1) Report immediately to officer on duty at Team, Department, officer,

authorities
2) Explain clearly for passengers the above breakdown
3) Quickly move out of firing, detonation
4) Report immediately to management on duty, Authorities.
5) Give primary first aid to injured person caused by firing
6) Call medical airline center


7) Call ambulance to bring to hospital
f) Report and assessment
12.5.1.3 Accidents and incidents related to dangerous goods
a) Phenomenon
1) Passengers’ luggage is dangerous goods
b) Treating method
1) Explain clearly for passengers regulations on dangerous goods
2) Report immediately officer on duty, security enlightens airport,

flight team, load and unload guidance, luggage service team and
ground service.
12.5.1.4 Types of accident and incident related to oversize luggage,

overweight
a) Phenomenon:

1) For normal luggage (oversize, overweight case)
b) Treating method
2) Request passenger consigns luggage. If over prorate freight, it is shut

off with over freight luggage.
3) Appoint staff blocks hand-luggage before enter the segregate room,

on the departure door. Require passengers consign oversize,
overweight baggage.
12.5.2.1 For human
a) Officers follow up staff’s health condition when working
b) Compulsory staffs to period medical checkup as regulations
c) Cadres take care of staffs at possible place where can be stumbled when
working
d) Sanitary working place is clean
e) Train staffs on communication skills, customer communication... avoid

fighting with passengers.
f) Require Authorities ensure security at working place
12.5.2.2 For equipment


a) Cadres and staffs maintain and use effectively walking-talking and

supported equipment when demonstrating
b) Request the Authorities check regularly maintaining conveyor belt system
c) Before working cadres request staffs must check trolley, inform officer on
duty immediately if find any abnormal problem
d) Use trolley follow procedure and process
e) Require computer department usually check to remain computer network.
f) Before working cadres request staffs must check electrical system, inform
officer on duty immediately if find any abnormal problem
g) Require computer department, maintain system against thunder light

regularly
h) Cadres, staffs should be careful when it rains, must inform immediately

officers on duty when there is abnormal problem
i) Require Authorities usually check preventive system of fire at working

area
12.5.2.3 For luggage and dangerous goods
a) Cadres and staffs inform and explain the dangerous goods for passengers
and request passengers write detail when bring dangerous goods
b) Request enlighten security often check passengers baggage carefully
12.5.2.4 For oversize, overweight luggage, easy to be broken
a) Cadres and staffs inform and explain oversize, overweight luggage for
passengers
b) Put scale to weight luggage at procedure counter and guide passengers to

weight the luggage


c) TTV is responsible to give fully information for luggage service team,

ground service team on luggage problems when load and unload actively
d) For easy broken luggage TTV must stick label at the same time inform
fully to baggage service staff, ground service staff on these easy broken
baggage to load and unload actively

CHAPTER 13 – SUPPLEMENTARY GROUND
PASSENGER HANDLING SERVICES
MANUAL
CHAPTER 13
SUPPLEMENTARY
GROUND SERVICES
SUPPLEMENTARY GROUND SERVICES 13.1/P1
PASSENGER HANDLING HOTEL ACCOMMODATION Rev 01

MANUAL 15MAR2017
13.1 HOTEL ACCOMMODATION
13.1.1 Standards
13.1.1.1 Quality service standards:
a) Quality Handling: During the serving process, the following standards

must be ensured: passenger safety and convenience; capacity of providing
supplementary services (city tour, number of available cars for passenger
transportation); hygiene (accommodations, foods and others serving
means..); punctual and timely providing services; professional services
and foreign language of staffs is good enough for international
communication.
b) Hotel should be equipped by up-to-date facilities.
c) Location: Convenient for passenger’s transportation by car (Hotels in the

same road and have good view and not very far from airport are in
priority).
d) Apartment capacity: ready for providing VN the other available apartment

if needed (even in the high season)
e) Meal serve probability: large dinner room for the large number of
passengers, meet the hygiene requirement
13.1.1.2 Fire regulations:
a) Hotel should meets and follows strictly the fire regulation issued by
authorities; be equipped with fire prevention equipment; sets up its own
fire regulation that has been known and followed by all the staffs. Hotel
fire prevention system regularly must be checked for meeting the
requirement of fire prevention organization.
b) Hotel location must be ensured the ease for fire fighting (good
communication, near the water source) in case of fire.
c) Hotel must have fire insurance contract with insurance company and have
necessary fire documents from the authorities.
13.1.1.3 Standard for accommodation locating:


MANUAL 15MAR2017
a) 2 star hotel for Domestic Economy class passenger.
b) 3 star hotel for Domestic Business class passenger and International

Economy class passenger.
c) 4 star hotel and upper for International C-GLP passengers or C/Y

passenger who wish to travel on France, Germany, Japan sector.
d) If suitable hotels are not available, VN representative can use the higher
class hotel to ensure enough hotel for passengers.
13.1.2.1- Negotiating and signing contracts:
a) Director of Operation Center, Director of Regional Office, Head of

Representative office are authorized by VNA General Director for
studying, negotiating and signing contract with hotel partners.
b) The above processes must follow 13.1.1.
c) When contract have been signed, one copy of contact must be sent to the
Marketing Services Department for reference.
13.1.2.2- Service delivery:
a) VNA representative in the airport is in charge of hotel service providing

and cooperates with relating sections in the airport for providing hotel
services to passengers according to the accommodation standards.
b) VNA representative in the airport must set up a cooperating processes

among the concerning sections in the airport, in order to meet requirement
and passenger demand.
13.1.2.3- Auditing Hotel Services:
a) VNA representatives must audit the Hotel Services based on the above
13.1.1.
b) The audit must be taken at least once a year.


MANUAL 15MAR2017
c) The audit reports and recommendation should be forward to Marketing

Services Department by Auditor (VNA representatives).

SUPLEMENTARY GROUND SERVICE 13.2/P1
PASSENGER HANDLING TRANSIT TOUR Rev 01

MANUAL 15MAR2017
13.2 TRANSIT TOUR

13.2.1 General
13.2.1.1 Definition
a) Transit tour is the service that passengers will have the rights to join
transit tour when connecting at NBA/TSN airports, including entire or
one part of these following services: Boarder guarantee, tour guide, on-
land transportation, meal and accommodation, fee of entrance, airport tax
and insurance.
b) There are two types of transit tour program:
1) Free-of-charge transit tour: The tour is provided by Vietnam Airlines
free of charge and mentioned in price chart issued by Sale and
Marketing Department.
2) Pay transit tour: Passengers choose one program in tour menu
provided by Vietnam Airlines and pay all the expense when buying
ticket.
a) Eligible passenger: The sixth-freedom-right passengers having ticket at
the price which issued by Sale and Marketing Department and flight
connecting in Viet Nam
b) Scope: The passengers mentioned above and their flight having minimum
connecting time
1) At Noi Bai Airport: 8 hours
2) At Tan Son Nhat airport: 6 hour
13.2.2 Procedure
13.2.2.1 Operation Centre
a) When receiving information of transit tour passengers via system,
Operation Center advices this information to Ground Handling Company,
Tour Company for any necessary preparation.
b) Supervise transit tour delivery, assisting and handling services to
passengers during waiting time.
c) Handling in irregular case
1) If boarder guarantees service is not accomplished by Travel Agents:
Operation Center advice the information that passenger may not


MANUAL 15MAR2017
participate in the intended tour, and prepare for transit passenger

handling plan during the transit time.
2) When a go-show passenger is eligible for transit tour:
i) Operation Centre has to inform Travel Agent Compnay for
preparetion
ii) Based on Travel Agent’s current situation, Operation Centre
responses to passengers whether transit tours are available or
not.
3) If connecting time is longer than expected:
i) Operation Center supervises transit tour delivery and service
providing to passengers during alternative fight waiting time.
ii) When passengers stay at the tour hotels, Operation Center
consider whether or not advice passenger prolong their
accommodations at these hotels, according to the alternative
flight waiting time.
4) If the actual connecting time is longer than 8 hours in Noi Bai airport
or 6 hours in Tan Son Nhat airport, according to the actual delay
time of the inbound flight, Operation Center inform to Ground
Handling Company and Travel Agent. All partners should prepare
for picking up transit tour passengers and provide all necessary
services during their transit time and other options in case transit
tours are not available.
5) If the minimum connecting time is shorter than 8 hours at Noi Bai
airport or 6 hours at Tan Son Nhat airport, or Tour code yet to show
on PRN, or tour code has shown on ticket/ ticket fare is eligible but
yet to confirm on PNR or vice versa:
i) Operation Center checks all necessary information on the
system and with concerning handing section about tour
booking.
ii) Contact to Travel Agent for the best available options.
iii) Inform Ground handling company and Travel Agent to prepare
any substitution in the case tour service is not able to be
provided to passengers.
6) If passenger come back late after tour service
i) As soon as receiving any information about probability of
delay, Operation Center contacts to Immigration Department,

MANUAL 15MAR2017
Custom and Ground Handling Company to prepare and help

passenger during connecting time.
ii) In case of miss-connection, Operation Center deploys the miss-
connecting handling plan to serve passenger during connecting
time to Ground Handling Company.
13.2.2.2 Ground Handling Company
a) Prepare carefully and get ready for any further deployment of Operation
Center.
b) Cooperate with Operation Center and Travel Agent for passenger picking
up and handling during connecting time.
c) Handle passenger as planned by Operation Center
d) Handling in irregular case:
1) Strictly cooperate with Operation Center for timely assistance when
occur any irregularity during waiting time.
2) Strictly cooperate with Operation Center and Travel Agent to update
any necessary information concerning transit tour handling, get
ready for picking passenger up and sending them to Travel Agent in
order to help providing tour service as soon as possible.
3) When Operation Centre inform about transit tour service is not
available for passengers who have changed flights and the new flight
has minimum connecting time shorter than 8 hours at Noi Bai airport
or 6 hours at Tan Son Nhat airport, or Tour code yet to show on
PRN, or tour code has shown on ticket but ticket fare is eligible but
yet to confirm on PNR or vice versa, or if boarder guarantees service
is not accomplished by Travel Agents:
i) Ground Handling Company must get all necessary things
prepared as planned by Operation Center.
ii) Strictly cooperate to Operation Center for any further
deployment.
4) If passengers come back late to airport, as soon as receiving
information from Operation Center, Ground Handling Company are
supposed to prepare for assisting and handling passenger plan during
alternative flight waiting time.

PASSENGER HANDLING RESTAURANT Rev 01

MANUAL 15MAR2017
13.3 RESTAURANT
13.3.1 Standards:
13.3.1.1 Being able to timely meet the food and drink demand 45 minutes
after receiving order from Vietnam Airlines Representatives at the
latest.
13.3.1.2 Restaurants location: in the airport area or near the airport for
conveniently serve food and drink for scheduled changed customers.
13.3.1.3 Professional staff.
13.3.1.4 Good quality of food and drink, restaurants must comply with
requirements and has valid register for food safety and hygiene of the
governing office in charge.
13.3.2 Procedures:
13.3.2.1 Contract negotiating and signing:
a) Directors of Operation Centers, Regional Offices, Branch Offices are

authorized to carry out surveys, negotiate and sign contracts with
restaurant service suppliers.
b) Contract survey, negotiating and signing must base on standards at article

13.3.1 above.
c) After signing, contracts will be sent to Marketing Services Department for

co-ordinator monitoring.
13.3.2.2 Restaurant services providing:
a) Vietnam Airlines Representative at the airport is the person who makes

decision on providing customers with restaurant services and co-ordinates
with related departments at the airport to provide services in accordance
with relevant regulations.
b) Vietnam Airlines Representative at the airport must make procedures for

co-ordinator among related departments at the airport to ensure the
restaurant services meet the standard and at the most convenient
PASSENGER HANDLING RESTAURANT Rev 01

MANUAL 15MAR2017
13.3.2.3 Restaurant services evaluating:
a) Vietnam Airlines Representative must evaluate the transportation services

according to standard at article 13.3.1 above.
b) Evaluation must be carried out at least once a year.
c) Vietnam Airlines Representative must send the evaluation reports and

related suggestions to Marketing Services Department.

PASSENGER HANDLING GROUND TRANSPORTATION Rev 01

MANUAL 15MAR2017
13.4 GROUND TRANSPORTATION

13.4.1 Standards:
13..4.1.1 Suppliers must guarantee the availibility of cars at least 45 minutes

after receiving car orders from Vietnam Airlines Representatives.
13..4.1.2 Suppliers must meet the car demand in terms of numbers and quality.
Guarantee to provide enough cars in time at the right places as
Vietnam Airlines request (even in case of crisis when series of
delayed and cancelled flights happen).
13..4.1.3 Suppliers must have periodly and regularly technical check and
maintenance programs to ensure safety for customer transportation.
13..4.1.4 Cars must have valid register of governing offices in charge.
13..4.1.5 Cars must have responsible insurance certificate to customers,

baggage and the insurance is in valid.
13.4.2 Procedures:
13.4.2.1 Contract negotiating and signing:
a) Directors of Operation Centers/Regional Offices, General Manager of

Branch Offices are authorized to carry out surveys, negotiate and sign
contracts with transportation service suppliers.
b) Contract survey, negotiating and signing must base on standards at article

13.4.1 above.
c) After signing, contracts will be sent to Marketing Services Department for

coordinative monitoring.
13.4.2.2 Transportation services providing:
a) Vietnam Airlines Representative at the airport is the person who makes

decision on providing customers with transportation services and co-
ordinates with related departments at the airport to provide services in
accordance with relevant regulations.

PASSENGER HANDLING GROUND TRANSPORTATION Rev 01

MANUAL 15MAR2017
b) Vietnam Airlines Representative at the airport must make procedures for

coordinating among related departments at the airport to ensure the
transportation services meet the standard and at the most convenient
13.4.2.3 Transportation services evaluating:
a) Vietnam Airlines Representative must evaluate the transportation services

according to standard at article 13.4.1 above.
b) Evaluation must be carried out at least once a year.
c) Vietnam Airlines Representative must send the evaluation reports and

related suggestions to Marketing Services Department.

CHAPTER 14 – SERVICES QUALITY CONTROL
PASSENGER HANDLING
MANUAL
CHAPTER 14
SERVICES QUALITY
CONTROL
SERVICE QUALITY CONTROL 14.1/P1

MANUAL 15MAR2017
14.1.1 Definitions
14.1.1.1 Quality Control is a part of quality management (as in Part C of P-D-

C-A Process). Quality Control is reflected by managing complete
conformity of quality requirements.
14.1.1.2 Quality Requirements: Need or expectation that is stated, generally

implied or obligatory (Generally implied" means that it is custom or
common practice for the organization, its customers and other
interested parties , that the need or expectation under consideration is
implied.
14.1.1.3 VNA quality requirements are formalized by set of standards and

process. Therefore, quality control of VNA, that means the control of
right and complete comformity of publicized set of standards and of
public process.
a) Standards are VNA policy reflecting benefits passenger should be

satisfied from using VNA’s services or the quality services standards
committed by VNA’s suppliers when providing services to VNA’s flight.
b) Procedures: specific method to perform an activity or series of activities.

Process: set of interrelated or interacting activities which transforms
inputs into outputs. Up to date, VNA has two systems of procedures:
1) Passenger Handling procedure: is applied obligatory required by the

airline-authority and air carrier (VNA)
2) Coordination Procedures: is operated by inter-suppliers general

agreement between handling companies, Operation Control Center
and VNA representatives at airports (coordinator).
14.1.2 Checking Operator and Checking Objectives
14.1.2.1 Checking Operators include: the departments of VNA (Safety-

Quality - Security Department and Marketing Service department)
and VNA representatives.
14.1.2.2 Checking Objectives are: VNA representative at stations, VNA

suppliers (ground handling companies, caterer, other outsourcing
company such as hotel, restaurants, etc.)
PASSENGER HANDLING BASE OF SERVICE QUALITY MANAGEMENT Rev 01

MANUAL 15MAR2017
14.2 BASE OF SERVICE QUALITY MANAGEMENT
14.2.1 General Principles
14.2.1.1 The content regulate basis foundations to unify service

quality checking operation of VNA’s representatives at all
VNA operated airports network
14.2.1.2 VNA ‘s representative at all station must conform to and use

completely the basic regulations to achieve objectives and
conform supervising requirements in the article 14.1 above.
14.2.1.3 The below supervision-bases will be applied in all VNA

aviation:
a) Ground handling Contract.
b) Catering Contract.
c) Service level Agreement (SLA).
d) The applicable Procedures.
e) Flight Coordination Plan.
14.2.2 Control Foundations:
14.2.2.1 Service level Agreement:
a) Definition: Service level Agreement is the dominated legal

document in order to ensure ground handling service supplied by
ground handling companies to VNA ‘s flights.
b) Usage for:


MANUAL 15MAR2017
1) Tally, service supply supervision.
2) As legal basis of other agreements with ground handling

companies.
3) As basis for dispute solution.
c) Scope of application
1) Have new contract with new suppliers.
2) Have dispute or claim.
14.2.2.2 Catering Contract
a) Definition: is legal document stated terms and conditions in order

to ensure catering quality supplied to VNA ‘s flights.
b) Usage for:
1) Have new contract with new suppliers.
2) Have dispute or claim
c) Scope of application:
1) Tally, service supply supervision.
2) Sign new contract with new suppliers.
3) Have dispute or claim.
14.2.2.3 Service Level Agreement (SLA)


MANUAL 15MAR2017
a) Definition: Service quality control is agreed commitment between

handling companies and VNA’s representatives about service
standards provided at specific process.
b) Scope of application
1) For tally service quality commitment against actual analysis

based on check-list statistic data. Effective VNA- supplier
improvement-built is based on the gap of the tally.
2) Facilitating service quality control of VNA representative and

facilitating service quality management with statistic data-
system for Cooperation report.
c) Applying Scope: the committed service item-list.
14.2.2.4 Effective Applying Processes:
a) Name of the Passenger handling Procedures are specified in

chapters of this regulations.
b) Flight Coordination Procedure: VNA representatives must set up

specific Flight coordination procedure with ground handling
Company. Foundations for setting up the procedures are as
follows:
1) General VNA standards and procedures
2) Infrastructure, equipment, landing strip … at airport
3) Supplier’s capability
4) Type of Aviation Route, Type of Craft, service class
5) Airline Authority’s regulations


MANUAL 15MAR2017
6) Etc.
c) Emergency Flight Coordination Procedure: VNA representative

must set up Emergency Flight Coordination Procedure (delay,
cancel, emergency landing off) with Ground handling Company,
airport authority, outsourcing service suppliers (hotel, restaurant,
transporter). Foundation of the procedures are as follows:
1) General VNA ‘s standards and procedures.
2) Airport infrastructure, equipment, landing strip,
3) Supplier’s capability.
4) Type of Aviation Route, Type of Craft, service class
5) Airline Authority’s regulations,
6) Etc.
14.2.2.5 Emergency Flight Coordination Plan
a) Definition: is a plan that state method, person in charge, operator,

time, operation place of one or series of service process for a
flight.
b) Scope of application
1) Define the basis necessities of VNA flight coordination

process, in order to make clear responsibilities of related
divisions as and to continually improve service quality of
VNA flights.


MANUAL 15MAR2017
2) Guarantee on-time taking off and minimize delay-time of the

emergency flight.
c) Applying Scope: For all scheduled VNA ‘s flights at VNA airport

route. Do not apply for charter flight.

PASSENGER HANDLING NON APPROPRIATE SERVICES CONTROL Rev 01

MANUAL 15MAR2017
14.3 NON APPROPRIATE SERVICES CONTROL
14.3.1 General Requirements:
14.3.1.1 Non conformity Services are non-standard services or service not

supplying in accordance with the VNA process.
14.3.1.2 Any discovered of non conformity Service must immediately be

informed to eligible VNA’s representatives in order to solve this
timely.
14.3.1.3 Each Unit must have a specific process showing clearly

responsibility of department, to whom for a timely non conformity
Service solution.
14.3.1.4 Each Unit must have an effective and efficiency process of

discovery, seperate, and of solution to avoid repeatedly non
conformity Service.
14.3.1.5 Principles for non conformity Service solution are as below:
a) Eliminate & no longer supply the service to customer.
b) The usage of service is compromised by VNA’s representative, if

possible, and this must advanced be informed to customer for their
judgement.
c) VNA’s representative must propose a good will compensation for

customer if using non conformity Service.
14.3.1.6 The Unit must keep record of non conformity Service enclosed with
their solution (air operated report, SLA reports, customer relations
reports, etc.). The reports provide data for analysis and quality
improvement.
14.3.2 Non conformity Service Judgement
14.3.2.1 After receiving the above reports, Service Marketing Department is

responsible for review, impact judgment, and giving systematically
proper counter measure.

PASSENGER HANDLING TOOLS OF SERVICE QUALITY MANAGEMENT Rev 01

MANUAL 15MAR2017
14.4 TOOLS OF SERVICE QUALITY MANAGEMENT
14.4.1 GENERAL PRINCIPLE:
a) Service Quality Control bases on foundations stated at 14.3 section and

then specify into tools for controlling:
b) Control Tools are designed as a foundation to control effectively the

essential and important process in order to guarantee the conformity of
standard and operation process of VNA.
c) Control Tools include:
1) Tools used for VNA’s representative evaluation such as: “standard

check-list for Control Evaluation”. The tools assist departments to
evaluate VNA’s representative performance included: the
representative’s supervision, their coordination, their conformity,
and their countermeasure in abnormal settlement.
2) Obligatory Control Tools: VNA’s representative must use the tools

as an important criteria for VNA’s representative evaluation for each
service business unit, as included:
i) Check-list, statistic collected and measuring samples in

accordance with committed items stated in SLA.
ii) Check-list for supplier control: is the list of compared items

between VNA required standards and actual supplied service.
The standards are indicated in the supply-contract such as
Landing Craft Contract, Catering contract, and other
outsourcing contracts, etc.,
3) The Additional Selected Control Tools: depend on specific airport,

route, supplier’s capability, etc. therefore, VNA’s representative will
actively allocate check-lists using for service quality control of
ground handling service, in flight service in view of coordinated
standards between VNA and handling companies.
d) Personnel for control:

PASSENGER HANDLING TOOLS OF SERVICE QUALITY MANAGEMENT Rev 01

MANUAL 15MAR2017
1) The supervisor must be trained and certified properly, for example:

Outside-parking Service Quality Controller must get DGR and
weight-balance certificate.
14.4.2 Control tools:
a) Standards of auditing VNA representative’ station operations: see

appendix 16.2a
b) Check-list of ground services quality: see appendix 16.2b
c) Check-list of ramp safety: see appendix 16.2c
d) Check-list of catering, inventory: see appendix 16.2d
e) Table of ground services standards: see appendix 16.2e

CHAPTER 15 – QUALITY IMPROVEMENT
PASSENGER HANDLING
MANUAL
CHAPTER 15
QUALITY IMPROVEMENT
QUALITY IMPROVEMENT 15.1/P1

MANUAL 15MAR2017
15.1.1 Purpose
This chapter mention the necessary steps to control the service delivery level at
airports, the improvement pattern, which is based on the effective co-operation
with Service providers. In there, Quality service control is refer to as the activities,
in which all resources are concentrated to meet the designed service standards.
Follow the procedure mentions in this chapter help continuously improving quality
service and more and more satisfying the customer demand.
15.1.2 Scope
The processes that control service delivery to customer at airports and is held by
Station Manager at the airport.
15.1.3 Obligations:
15.1.3.1 Vietnam Airlines Station Managers are in charge of control the

service delivery processes. This process can be provided by many
different service providers, as well as inner-company sections.
Therefore, VNA Station Managers are supposed to understand the
necessary steps of improvement as follows:
a) Step 1: Analysing and assessing current condition in order to clarify what

should be improve.
b) Step 2: Setting up the target of improvement.
c) Step 3: Searching for necessary solutions.
d) Step 4: Reviewing the solutions and choices
e) Step 5: Implementing the chosen solutions.
f) Step 6: Measuring and validating the result of the implemented solutions.
g) Step 7 Editing (if necessary)


MANUAL 15MAR2017
15.1.3.2 The improvement are supposed to be based on the process, in that the
causes of non-conformities are dicovered. The improving action have
to be complied with the effect of the discovered non-conformities

PASSENGER HANDLING IMPROVEMENT PROCEDURES Rev 01

MANUAL 15MAR2017
15.2 IMPROVEMENT PROCEDURES
15.2.1 For Service Provider that had signed Service Level Agreement
(SLA)
15.2.1.1 What is Service Level Agreement (SLA):
Service Level Agreement (SLA) is a documented agreement between Vietnam

Airline Representative and Service Provider at the airport concerning Service
Delivery Standard. SLA is one of the tools for controlling the quality service
delivered by service provider, as well as for improvement.
15.2.1.2 How to set up and sign Service Level Agreement (SLA):
a) Step 1: According to service standards, annual target, VNA

Representative considers the outline of SLA.
b) Step 2: Collecting correlated data during one year before the expected
time that SLA should be signed.
c) Step 3: Setting the target percentage. The well-written target should be

Specific, Measurable, Achievable, Realistic, Timbale (SMART), and it
helps ensuring continuous improving.
d) Step 4: Negotiating with Service Provider about specific target
e) Step 5: Sign the SLA
15.2.1.3 Control and improvement procedures:
a) Step 1: Collecting data of service delivering level during the period. SLA
database are supposed to be accurate, therefore, it can be use for
analyzing, understanding the root causes, generating the solutions.
b) Step 2: Thinking various aspect of a situation, comparing the actual level to

the target step.
c) Step 3: Generating what should be improved.
d) Step 4: Understanding and clarifying the root causes, including the

implicit.

MANUAL 15MAR2017
e) Step 5: Assessing the previous operation, including the milestone of

improving action, accomplishment, the effect of this action ...
f) Step 6: Generating the following improvement program.
g) Step 7: Both parties identify the target of the next period. The trend of the
next target should be higher and higher to ensure the continuous
improvement. Start step 1 of the new improvement process.
15.2.2 For Service Provider that not yet to sign Service Level Agreement
(SLA)
15.2.2.1 Record the abnormal situation with the solution that had been
practiced for dealing with non-conformity, passenger feedback, and
corrective action request from other divisions.
15.2.2.2 Gathering information according to the SLA indicators.
15.2.2.3 Tracing the changes among periods (of one month in usual).
15.2.2.4 Meeting with Service Provider for reviewing.
15.2.2.5 Ask (or with) Service Provider analyzing the situation. Ask the
Service Provider clarify the root causes and therefore generate the
corrective action plan, which is achievable and timetable. The
corrective plan should be met this requirement:
a) The plan should be specific, measurable, achievable, reliable and

timetable (SMART).
b) The plan should mention the specific assignments, places, time, person in
charge and the methods of action (4W1H).
15.2.2.6 Reviewing the practice with the Service Provider.
15.2.2.7 Adjust if necessary. Start step 1 of new improvement process.
15.2.3 The role of Statistic Tools:


MANUAL 15MAR2017
The rule of quality control is basing on information (record database),

therefore, using Statistic Tools plays very important role. The following
mention some basic tools:
15.2.3.1 Pareto Chart:
a) Pareto chart is the chart, in that each solution or cause is shown in one bar
and the occurrence is shown in the other.
b) The use of Pareto chart:
1) List all subjects that should be managed in reducing order.
2) This method helps to find out the subject that should be improved
first, among many subjects.
3) This chart is one effective measuring tool of improvement process.
15.2.3.2 Cause and effect chart (or Fishbone chart)
a) Cause and effect chart is a technical that is used for generating the
relation between the cause and its effect.
b) This technique help to clarify the individual influence on the effect, in

order to generate the root cause for the best solution.
15.2.3.3 Check sheet:
a) Check sheet is a structured, prepared form for collecting and sorting

information or recording that steps of a process were done.
b) They use check sheet when confirming steps of production process. The
check sheet shows the data when checking. It is also used for in
accidentally checking, in order to clarify the trend of data, as well as
frequent checking.
c) Check sheet is able to be used when analyzing the root causes of each
checking article, reviewing the effect of improvement and preventive
plans.
15.2.3.4 Scatter diagram:


MANUAL 15MAR2017
a) Scatter diagram helps identify relationships between two variables by

plotting all the variable pairs on a graph, with one variable on the
horizontal axis and the other variable on the vertical axis.
b) Variable pairs may be quality feature and influent factor (cause and
effect), or two relative quality features (effect and effect), or two factors
relating to certain quality feature (cause and cause)
15.2.3.5 Scatter diagram: Distribution diagram: In this distribution diagram,

values are indicated by position of dots in certain zone. The
horizontal axis shows the values, the vertical axis show these values.
15.2.3.6 Control chart: Control chart is a graph used to analyze and control
abnormal variation from a process. It helps controlling ongoing
process by finding and fixing problems as they occur. This chart is
used when determining whether or not a process/quality feature is
stable.

CHAPTER 16 – APPENDIX
PASSENGER HANDLING
MANUAL
CHAPTER 16
APPENDIX
APPENDIX 16.1/P1
PASSENGER HANDLING SAMPLES OF TAGS, LABELS Rev 01

MANUAL 15MAR2017
16.1 APPENDIX 1: SAMPLES OF TAGS, LABELS

Destinations baggage tag

APPENDIX 16.1/P2

MANUAL 15MAR2017
DCS Destinations baggage tag

APPENDIX 16.1/P3

MANUAL 15MAR2017
Interline baggage tag

APPENDIX 16.1/P4

MANUAL 15MAR2017
DCS Interline baggage tag

APPENDIX 16.1/P5

MANUAL 15MAR2017
Limited release tag
VIP tag
Business tag

APPENDIX 16.1/P6

MANUAL 15MAR2017
Crew tag
Priority tag
UM tag
MAAS tag

APPENDIX 16.1/P7

MANUAL 15MAR2017
MAAS Label
Group tag
Fragile tag

APPENDIX 16.1/P8

MANUAL 15MAR2017
Heavy tag
Rush/Expedite tag

APPENDIX 16.1/P9

MANUAL 15MAR2017
Mini Rush Tag
Identification Label
Identification Tag

APPENDIX 16.1/P10

MANUAL 15MAR2017
Standby Tag
Transit Card
Priority SkyTeam Tag

APPENDIX 16.1/P11

MANUAL 15MAR2017
Business class lounge Invitation card
Business Class boarding pass

APPENDIX 16.1/P12

MANUAL 15MAR2017
Premium Economy Class boarding pass
Economy Class boarding pass

APPENDIX 16.2A/P1
PASSENGER HANDLING STANDARDS OF AUDITING VNA Rev 02

MANUAL REPRESENTATIVE ’ STATION OPERATIONS 21AUG2017
APPENDIX 16.2A – STANDARDS OF AUDITING VNA REPRESENTATIVES’

STATION OPERATIONS
Standards Evidences
I/ Document system
1 Full of required documents (see attached file) Existing documents
2 Document updated procedures Existing document
3 Reasonable filling, easy look up and usage Document look up time : less than <3’
4 List of existing documents Existing list of document
5 Document usage procedure issued by the Existing document
division header.
II/ Organization structuring and personnel
1 Position standard Existing document concerned
2 Job Assigning Existing document concerned
3 Job descriptions Existing document concerned
4 Training document files Existing document concerned
III/ Supervision process
1 Service level agreement (SLA) SLA is signed in accordance with
VNA general director ‘s approval
2 Controlling check-list Existing check list concerned
3 Statistic measuring sample Existing sample concerned
4 Meeting schedule, meeting minute with Existing document concerned
handling companies
5 Specific supervising process
5.1 100 % departure, arrival, transfer flight is Flight filling
supervised
5.2 Minimum acceptable ratio of flight is - As per applicable SLA
supervised and measured in accordance with - SLA check list
criteria stated in SLA (as per instructed by
VNA)
5.3 100% catering is checked every two months Inspection reports
5.4 100 % outsourcing service suppliers is checked Inspection reports
a) C lounge once a month
b) Hotel service once a year
c) City tour: once a year
d) Restaurant service: once a year
e) Transportation service: once a year
5.5 Meal order in accordance with total booking Meal order
Toleration is less than <2% total number of Number of passenger booking in
passenger system
5.6 100% irregular baggage file is closed within 21 Statistic in SITA WORLD TRACER

APPENDIX 16.2A/P2

days from date of creation system

5.7 100 % irregular arising in connection with Flight report
flight should be controlled and settled.
- Excess baggage Flight report
- Upgrade/down grade
- Overbook
- Last minute passenger
- Passenger on waiting list
- Other irregular
5.8 100% delay flight is organized and coordinated Flight coordination plan
to cut ground time. Flight information report
5.9 100% delay and cancel flight is operated in Delay and cancel fight coordination
accordance with VNA’s regulation procedures with handling companies,
service suppliers
Flight report: in accordance with
coordination procedures
IV/ Non conformity service
1. Non conformity controlling procedures Existing documents concerned
2 Division implement and keep record of non Filing records
conformity settlement
V/ Improvement and correction process
1 Making list, keep record and evaluate service Existing document concerned
quality standards
2 Holding meeting with service provider Existing document concerned
3 Setting up correction plan Existing document concerned
4 Action plan evaluating Existing document concerned
VI/ Report
100% monthly reports are sent on time to SLA report, airport operated report.
Marketing service department, includes: SLA
report, airport operated report.

APPENDIX 16.2A/P3

LIST OF DOCUMENTS REQUIRED AT AIRPORT
1- Emergency and Response procedures (Airport, Airlines)

2- Security program (SEP)
3- Safety Management System Manual (SMSM)
4- Flight Operation Manual (FOM)
5- Ground Operation Manual (FOM)
6- Passenger Handling Manual (PHM)
7- Dangerous Goods Manual (DGM)
8- Announcement Manual
9- Fuel Manual
10- Ground handling contract
11- Catering contract
12- Hotel contract in case of delay, cancel flight
13- Restaurant contract in case of delay, cancel flight
14- Business class lounge contract
15- AHM560 (according to aircraft operated at specific market)
16- Airfare calculation and document issuing regulations
17- VIP flights Handling Procedures
18- Passenger Reservation Regulations

APPENDIX 16.2B/P1
PASSENGER HANDLING CHECK-LIST OF Rev 02

MANUAL 21AUG2017
GROUND SERVICES QUALITY
APPENDIX 16.2B: CHECK LIST OF GROUND SERVICES QUALITY
1. CHECK-IN
Implement
Contents Standards Notes
Y N
Image of VNA at check-in area
Quantity: 01 carpet/ 01 desk C
Carpet
blue with logo of Vietnam Airlines
Lotus flowers Quantity: 01 vase/ 01 desk C
Stake and string Separate desk C from desks Y
FID over each desk displays flight
number and departure time.
VN logo in big size is located at
Sign posts check-in area (to distinguish from
those of other airlines)
Notice board of dangerous objects
with logo of VN is placed on the desk.
Cabin baggage Test Quantity: 01
Unit Located at check-in desk
Quantity: 01
Dummy girl
Located at check-in desk
Luggage tag Designed by VNA
Golden Lotus Passengers (GLP),
Invitation card C, Apology letter to
Others
passengers, luggage bulletin designed
by VNA.
Document control
Document DGM is accessible at checkin loaction
Processes at check-in
International: No later than 3h before SLA (aboard
STD airport)
Opening time
Domestic: No later than 2h before
STD
Desk C : SLA(if
Number of counters 25 passengers / desk signed)
Desk Y : 35 passengers / desk
Staff controlling at
01 staff/ flight
queue and counters
FRA, CDG,
Closing time International : 50 minutes before STD
LHR 60’
Domestic: 40 minutes before STD

APPENDIX 16.2B/P2

MANUAL 21AUG2017
International : SLA(if
Processing time C : <=2 ‘ 30’’/passenger signed)
Y : <=3’/passenger
Domestic SLA (if
C:<=2’/passenger signed
Y:<= 2’.30’’ minutes/ passenger
Queuing time Passenger C: 3 minutes/ passenger
(target standard) Passenger Y: 8 minutes/ passenger
Check-in procedures
Staff implement in accordance with
Passenger
current regulations of VNA
Copy passengers’ documents, make a
INAD
report on refusal, and keep case file.
Luggage must be screened and sealed
with security stamp
Items inside the luggage related to
dangerous commodities must be
declared.
Luggage Provide boarding pass, luggage tag,
invitation card C/VIP for passenger
Supervise and screen hand-luggage
before entering the departure lounge.
To announce passengers to implement
procedures before closing book.
Special requirements of passengers
Procedures for passengers VIP/CIP
- Priority to seat
- Implement procedures at desk C
Services at airport - Luggage attached with priority tag
- Be provided with room VIP/C
Serving passenger GLP

- Priority to seat
- Implement procedures at desk C
Services at airport - Room C
- Luggage free for certain kind of FFP
- Luggage attached with priority tag
Serving passenger MEDA & SSR
Staff help passengers to implement
boarding procedures
Services at airport
Staff help passengers according to
special service requirement (SSR)
APPENDIX 16.2B/P3

MANUAL 21AUG2017
TCI/ITCI procedures
OK ticket; confirm travel document.
Enough of MCT without stopover.
Arr and dept at the same airport,
Objects/ Scopes
fully paid of excess bag.
Exclude: COUR,EXST,CBBG,Jump
seat, standby, NOREC,URES.
2. DEPARTURE LOUNGE
Implement
Y N
Guiding passengers to enter the departure lounge
Staff guide passengers to complete
customs and police procedures before
entering the departure lounge
Guide passengers to common lounge
Guide passengers to C/VIP lounge
3. SUPERVISING PASSENGERS BOARDING AT GATE
Implement
Y N
DGM is accessible at boarding
Document
location
Pax need assistance  Titanium/Elite
Boarding order
pax  Y pax  C pax
Language for Vietnamese, English and local
announcement language
AT7/F70: 25’ before STD
Time for boarding A320/A321: 30 minutes before STD
announcement A787/777/A350/330: 40 minutes
before STD
01 staff assists on the ground
Special passengers enjoy staff’s
assistance to go on board including
Assisting passengers
unaccompanied children, the
to board
handicapped, elderly people, pregnant
women and women accompanied with
young children.
APPENDIX 16.2B/P4

MANUAL 21AUG2017
01 staff stands nearby place where

petroleum filled
Boarding during Passenger is not allowed to smoke or
fueling move around filling place
Plans are ready to escape and prevent
fire and explosion
- No obstacle, slippery objects
- Adequate light
- Passenger not wet
Boarding conditions - Clear sign posts
- The height of jetbridge or cabinchair
is suiable and safe
To control hand-luggage at boarding
To send messages in accordance with
Ending flight
the regulations and sign vouchers.
4. SUPERVISING BAGGAGE HANDLING
Implement
Y N
Departure – unchecked baggage

- Weight: not exceeding 7 kg
- Measurement: not exceeding
Supervise unchecked
56x36x23cm
at counter
- Q.ty: 1 pc/ passenger for Y class, 2
pcs / passenger C or Premium class.
- Luggage measurement frame is
Supervise unchecked
available at gate
baggage at boarding
- Request passenger to check luggage
gate
‘s size and weight
- Attach limited release to baggage
Tag Limited Release rejected at boarding gate.
- Transfer this baggage to hold 5
Departure – Checked baggage Y N
Check baggage Ensure baggage eligible to be carried
conditions by air
Attach limited release to baggage not
Attach limited release
in accordance with carriage conditions

APPENDIX 16.2B/P5

MANUAL 21AUG2017
- 3 size dimension not exceeding

Check baggage
158cm
weight
- Weight not exceeding 32kg
Baggage is checked to the final
Check baggage
destination showing in ticket
- Update transit/transfer baggage
information in PTM
Update baggage
- Update irregular baggage
information
information (offload, damage…) to
down line stations
- Attach destination baggage tag
- Attach priority tags
Attach baggage tag to
- Attach loading instruction tag
checked baggage
(Heavy, Fragile…)
- Attach name label /tag
- Load checked baggage at right
position (such as transit/transfer
baggage, priority baggage …)
Load checked - Baggage is loaded in accordance
baggage with loading instruction stated in
baggage tag.
- Keep record of loading information
(container number, baggage type…)
Transit/transfer baggage Y N
- No. of miss
connection
Supervise
Transit/transfer baggage is loaded at door baggage
baggage
side - Damaged
loading
and pilfered
baggage
No. of
transit/transfer In compliance with PTM/CPM
baggage
- Transit/transfer baggage is in good
Check baggage condition
conditions - Transit/transfer baggage is attached
necessary baggage tags.
Raise irregular - Damage, pilfered baggage
baggage report - Mishandled baggage
Issue limited
- Issue limited release to the arrival flight
release for
- Issue limited release to passenger who has
baggage not
baggage not within MCT.
within comply
APPENDIX 16.2B/P6

MANUAL 21AUG2017
with MCT
Arrival baggage Y N
Time the first
- Measure time the first bag reach carrousel
bag reach the
(depend on SLA of each station)
carrousel
The priority of
- In compliance with priority of passenger
baggage reach
VIP/C, Y…
conveyer belt
Unload Baggage is unloaded in right order; in
baggage comply with loading instruction.
Irregular baggage Y N
Update in WT - Create AHL, OHD, DPR file Number and
system - Update information timely type of file
- AHL
Identify reason
- OHD
for loss
- DPR
5. DELAY AND CANCEL FLIGHTS
Implement
Y N
Inform Passenger
Announcement if delay from 15’
Supplement announcement
Announce right time
Update regularly
Announce sufficient information:
delay time, new STD, substitute flight,
services standard for passenger.
Communication
Delay 1-2 h Send telefax at request of VIP, CIP,
and C class passenger as regulations.
Delay >2 h Each passenger sends a telefax to the
final destination.
Local telephone call
Meal service
Delay 1-2 h Drink service
Delay 2-6 h - Main meal service:
0600-0800: breakfast
1100-1400: Lunch
APPENDIX 16.2B/P7

MANUAL 21AUG2017
1800-2100: Diner
- Supplement meal service: if delay is
outside above mention time.
Hotel and city tour
service
Delay 6-22 h Hotel accommodation service
Handling staff accompanied
passengers to hotel
- Business class pax: single room
- Economy class: double room.
Keep contact with passenger
Staff pick up passenger at hotel
Meal service
Delay more than 22h Hotel service
Business class: single room
Economy passenger: double room
Meal service
City tour service
Ticket refund
Ticket refund free of charge
Ensure that ticket refund at
passenger’s request quickly.
Compensation
Compensation is made as regulations
Prepare all necessary conditions to
make compensation effectively.
Divert passenger to
other flight
In the right priority order
Other assistance Provide blanket to passenger (in case
service hotel is not available)
Assist passenger in emergency case
6. CONTROLING SERVICE QUALITY PROVIDED BY SUPPLIERS.
Implement
Y N
Control meal
quality at airport
Availability capacity
Provide meal on time
APPENDIX 16.2B/P8

MANUAL 21AUG2017
Right type
Right quality
Right standard
Service quickly, clear quickly
Control meal
quality of restaurant
Serving place is comfortable
Availability capacity
Provide meal service on time.
Meal quality, right type
Standard in accordance with VNA ‘s
contract
Professional service man
Good Service attitude
Control hotel Room quality is in accordance with
service quality passenger ‘s service class, and VNA
contract
Clean and hygiene room
Modern equipment
Room availability
Meal service capacity
Control city tour To be comply with signed contract.
service quality
Ability to provide right quality and
quantity transportation means
City tour to be in accordance with
signed contract

APPENDIX 16.2C/P1
PASSENGER HANDLING CHECK-LIST OF RAMP SAFETY Rev 01

MANUAL 15MAR2017
APPENDIX 2C: CHECK-LIST OF RAMP SAFETY
Implementation
STT Standards Non Notes
Conformity
conformity
1 Apron equipment is to be positioned behind
the equipment restraint line with the parking
brakes applied prior to the arrival of the
aircraft at the parking position.
2 Equipment when approaching or leaving an
aircraft should not be driven faster than 5
km/h.
3 When vision is restricted in critical areas
(such as positioning certain pieces of
equipment to or backing away from and
aircraft) a guide person should be used.
4 Standard hand signals (follow regulation
ground equipment of aviation) must be used
to guide ground support equipment.
5 Protective rubber bumpers on equipment,
e.g. passenger steps, loading bridges,
conveyor belts, catering trucks, must not be
compressed against the aircraft fuselage, in
order to prevent damage and to allow for
aircraft setting during servicing.
6 Before removing ground support equipment
from any aircraft cabin access door, the
operator must advise the cabin crew. Ground
support equipment must not be removed
unless a safety device has been put across
the door opening or the door is being closed.
7 Only equipment which is directly required
for touchdown may enter the equipment
restrain area.
8 When equipment must be positioned or
removed near a cabin door, the manoeuvre
must mandatorily take place with the cabin
door closed.
9 For long-term aircraft parking, the
equipment must be removed from the
aircraft and stowed outside ERA. Only the
Ground Power Unit (GPU) may remain in

APPENDIX 16.2C/P2
PASSENGER HANDLING CHECK-LIST OF RAMP SAFETY Rev 01

MANUAL 15MAR2017
position (engine stopped).

10 The stabilizers stairs must mandatorily be
extended as soon as the stairs are positioned
against the aircraft.
11 With no cabin crew on board, access cabin
doors must be opened form outside.
12 Refueling equipment position must be
known by vehicle drivers and all other
operators intervening on the aircraft.
13 During the presence of fuel trucks near the
aircraft, mandatory fire-fighting means must
be available.
14 Each fuel truck, trailer or hydrant service
must be positioned to be able to, in case of
an emergency, uncouple its pipes and move
forwards away from the aircraft using an
identified clear route. This way must be
clear from other vehicles or equipment
circulating or parked. Each trainer tanks or
towed service must remain coupled to the
tractors.
15 Position of fuel trucks and their pipes must
not block access to the cabin and hold door.
16 Potable water services must not be filled up
from the same tap as toilet servicers.
17 Potable water servicers and toilet servicers
must not be parked in the same area.
18 Personnel engaged in toilet servicing are not
allowed to perform water service at the same
time.
19 All handling GSEs must stop, park, wait for
handling and approaching aircraft in
accordance with the Handling scheme
approved

APPENDIX 16.2D/P1
PASSENGER HANDLING CHECK-LIST OF CATERING AND Rev 01

MANUAL INVENTORY 15MAR2017
APPENDIX 16.2D - CHECK-LIST OF CATERING AND INVENTORY
I/ CHECKING VNA EQUIPMENT STORAGE AT CATERING
Implement
Y N
Operating site (after equipment cleaning)
No stain, fatty, or food remained after
cleaning.
Equipment cleaning Dry and clean Equipment (water-free)
No foreign matters left in equipment
(such as equipment on tray and
commonly used Equipment, bulk load)
as dusty, hairs, debris, trifling
papers…
Expiry Date Equipment must be within expiry date
VNA ‘s equipment is kept separately
Storing and from others Airlines
preservation Equipment is preserved clean and kept
neat (spic and span)
Back up store
Is storage safe with security & fire
fighting?
Equipped with Fire Extinguishers,
goods reservation equipment: Drier,
humidity meter, thermometer…
Storing & VNA equipment is kept separately
Preservation from other’s Airlines
Storage criteria by type, expiry date (if
any) & receiving date?
Equipment must be kept on rack,
pallet, cabinet, conveyor…for storage
(no piling up)
Cool Storage is required for needed
items such as: wine, perfumed tissue
…)

APPENDIX 16.2D/P2

Equipment management
Supply right equipment, right quantity
(no shortage, no overage)?
Supply enough equipment, trolley in
accordance with VNA regulation?
Equipment usage of Do not use VNA’s equipment
VNA (including broken equipment) for
other purposes (ex: for meal of VNA
staff or of VNA visitor; for storage,
for equipment storage…)
Do not use VNA ‘s equipment for
other airlines ‘s purposes without
VNA’s permission
Do not use other airlines ‘s equipment
for VNA ‘s purposes without
permission of both VNA & other
airlines
Equipment consuming during
handling in accordance with VNA
standards
Broken & out-of-dated equipment is
Broken & kept separately and processed in
Unnecessary accordance with VNA’s regulations
Equipment Keep VNA informed about redundant
and surplus equipment and process
them in accordance with VNA’s
regulations
Inventory Report
Inventory Report In-out-stock-card keeping track of
expired date is available
Inventory report made accurately and
sent on time.

APPENDIX 16.2D/P3

II/ VNA AMENITIES STOCK AT NBA, TSN AIRPORT CHECKING
Implement
Y N
Operating Site – manpower on FLOATING board
Are blanket and pillow sorted
separately after return?
Are blankets and pillow washed under
manufacturer’s standards (temperature
washing & laundry; dry distillation)?
Keep hygiene Are blanket and pillow supplying on
materials clean board washed clean and smoothly
ironed following VNA’s regulation?
Are earphones, muff phone kept
separately after return or quality
checked before supplying on board
Are C-gifts sorted, kept and stored in a
neat manner after return?
Are VNA’s materials collected and
Storage kept separately with other airlines?
Are VNA’s materials kept clean &
preserved in a neat manner?
Back up store
Is storage site kept safe with fire
fighting equipment?
Is the store equipped with fire
extinguishers, preserving equipment
such as drier, humidity meter,
thermometer.
Is VNA’s equipment kept separately
Storing from other Airlines’ \?
Are VNA’s materials stored by type,
expired date (if any) and receiving
date?
Storing items should be kept on rack,
pallet, cabinet, conveyor… (in order to
avoid unclassified -pile –up)
Specific hold equipped with special
equipment for storage is available
(such as C-equipment bag, earmuff,)

APPENDIX 16.2D/P4

VNA Equipment & Material Supply Management

Supply VNA materials in accordance
with standards, type and quantity
(neither surplus nor shortage)?
VNA equipment Is delivery is made in accordance with
usage VNA regulations?
Do not use VNA’s materials for other
airlines without permission VNA ‘s
permission
Do not use other airline’s materials for
VNA’s purpose without permission of
both VNA and other airlines.
Material consuming during handling is
in conformity with VNA’s standards.
Broken or out of date materials should
Broken & be kept separately & processed
Unnecessary following VNA’s instructions.
Materials Surplus materials: Inform VNA and
process them under VNA’s
instructions.
Stock-card keeping track of in-out-
In-out-stock report stock is available
(inventory) Drinks inventory report should be
made accurately and sent on time.
III/ CHECKLIST FOR BEVERAGE STOCK

Implement
Y N
Beverage stock check
No broken or unsealed bottle/can/ box.
No deformed bottle/can/box.
Brand, label
Bottle/can/tin/box must not be dirty,
seriously scratched or ragged.
Expiry period of all drinks must be left
03 months prior to expired day.
Expired date Staff must understand and able to
explain expired date signals on label.
Quantity is in accordance with
standards (neither surplus nor
Quantity & Type shortage)
Type is in accordance with standard

APPENDIX 16.2D/P5

Fresh milk, juice, and wine are stored

Temperature in specific conditions
Drinks is freezeing before being
supplied on board
Beverage store check
VNA drinks is stored separately from
other airlines’
Storing & Drinks is stored and separated by type,
Preservation expiry day, and receiving date.
Drinks is stored on rack, pallet, and
cabinet.
Wine, Juice, Milk are kept in right
temperature, right light, right moist,
right declination…
Cold storage is remained at right
temperature for specific drinks?
No out of date drinks in warehouse
Process on FIFO principle
Warehouse Control Control & separate drinks non
conforming with package standards
and qualifications
Drinks not in conformity with
quality‘s standard should be kept
separately, & be processed following
NA’s instructions.
Drinks inventory report should be
made accurately and sent on time.

APPENDIX 16.2E/P1

MANUAL TABLE OF GROUND SERVICES STANDARDS 21AUG2017
APPENDIX 16.2E - TABLE OF GROUND SERVICES STANDARDS
I. HANDLING DEPARTURE FLIGHTS:
1. Image of Vietnam Airlines at check-in counter
Standard Description for standard

Carpet Q'ty: 01 carpet/01 counter C, blue color with logo of VNA
Lotus Flower Q'ty: 01 vase/01 counter C
Inox stake with sast iron sole. Blue wire with VNA logo length
Stake and wire
150cm.
Electronic signboard, FID or plate.
Signboard VNA logo in big size to differentiate with other airlines
Information plate: 01 plate per counter, dimension 20cm x 30cm
01 pc
Hand baggage test unit
placed at check in area
Dummy girl 01 pc, placed at check in area
GLP printed material, Invitation Card C, comment letter, baggage
Others
information card as designed by VNA
2. Doccument
DGM is accessible at check in locations
3. Check in procedures at check-in counters

Time to open counter Int'l: and domestic: not later than 2h before STD
01 hour before STD, VNA station manager may request the ground
Common check-in handling company to allocate 01 or 02 specific counters for
checking-in these passengers.
Number of counters to Counter C: 25 pax./counter
be opened Counter Y: 35 pax./counter
Coordinator for queue 01 coordinator/flight
and counters
Int'l: 40 minutes before ETD
Closing time
Dom: 30 minutes before ETD
Int’l :
C: <= 2’30’’/passenger
Y: <= 3’/passenger
Processing time
Domestic :
C: <= 2’/passenger
Y: <= 2’30’’
C: <= 3’/passenger
Queuing time
Y: <= 8’/passenger

APPENDIX 16.2E/P2

4. TCI, ITCI check-in procedures:

Subject, scope Ticket OK, confirm for full itinerary Valid travel document.
Enough time for connecting and not in stopover.
Arrival & Departure in the same terminal,
Full payment for the whole itinerary
Except COUR,EXST,CBBG, jump seat, standby, NOREC, URES
5. Handle passenger in waiting list

Priority order first come first serve, except priority cases as stipulations
6. Free baggage allowance

C/Primium class: 02 pieces
Cabin baggage Y class: 01 piece
Each piece not excess 7 kg and 56x36x23 cm
Limit of checked Maximum 32kg, total dimension not excess 203 cm. In case of
baggage excess, passenger should request in advance.
Weight concept:
Seaman: 40 kg
C class: 30 kg
Y class: 20 kg
Routing over TC2: C class: 40 kg; Y class: 30 kg
Pieces concept:
C class: 02 pieces, total 3 dimension of each not excess 158 cm (62
Free baggage inches)
allowance Y class: 02 pieces, total 3 dimension of two pieces not excess 273
cm (107 inches), total 3 dimension of each not excess 158 cm (62
inches).
If pax stopover at TC2/TC3: 23 kg/piece
Transit at TC2/TC3:
Trans Atlantic/Pacific in VNA flight: 23kg/piece; in other airlines
flight: apply the policy of other airline for VNA flight.
7. Excess baggage charge

APPENDIX 16.2E/P3


Fee = 1,5% the highest one way econony public fare for adult *
Weight concept
excess weight
- Passenger pay a charge for :
 Every excess weight but not excess 32 kg.
 Every excess piece, or
 Every excess 3 dimension 158 cm, but not over 203cm.
- Passenger pays twice the charge for:
Piece concept  Each piece over 2 pieces and exceeding the dimension of
158cm but not exceeding 203cm
The piece with the dimension over 203cm and/or over 32kg:
- Request in advance
- Pay three charge if the weight not excess 45 kg. If more than 45
kg, a charge shall be paid for every 10 kg in addition.
Golf equipment
Special baggage Skiing equipment
Surfboard
8. Boarding:

Document DGM is accessible at boarding locations
Passengers need assistance  Titanium/Elite  Passengers Y 
Passengers C  VIP A
Priority for boarding
Note: priority passengers can board at their convenience if having
priority lane
- AT7 and aircrafts with configuration <=100 seats: Boarding 25
minutes before STD.
Time to announce - A321 and aircrafts with configuration >100 seat and <= 300
boarding seats): Boarding 30 minutes before STD.
- B787/777, A350/330 and aircrafts with configuration >300 seats:
9. Involuntery downgrading:

Priority FOC -> AD, ID -> full fare.
Difference of class fare
Compensation
Goodwill

APPENDIX 16.2E/P4

10. Involuntery upgrading:

VIP -> Platinum card -> Golden Card -> Header/President of
Priority CAAV/VNA -> deadhead crew-> Director of CAAV/VNA -> full
fare ticket.
Food: same as C class passenger
Service
Free allowance baggage, lounge: same as Y class passenger.
11. Accept dangerous items as checked baggage:

Acceptance See current IATA DGR table 2.3A.
12. Overbook passengers

Compensation DBC (cash or MCO)
Services Meal, hotel, car
13. Service for delayed, canceled flight

Mode: broadcast, FID, by ground staff.
Time : When receive information; boarding time, update notice per
Announcement each 30 minutes
Content : delayed time, new estimated time, alternative, services to
passengers
Use telex
Communication
Local telephone
Condition : delay <1h: no meal service; 1h<delay<2h: serve drinks;
2h<delay<6h: serve meal
Meal
Location : in lounge, in airport restaurant
Meal standard : according to contract with VNA
Condition : delay more than 6h
Passenger class C: single room
Hotel
Passenger class Y: twin room
Hotel type: according to Contract with VNA
Transport From Airport to hotel and return
Ticket refund Passenger is entitled to refund ticket without charge
Compensation According to sector
Based on priority order: VIP/CIP -> Platinum member -> Gold
Reroute passengers to member ->Disabed pax/visa expired/connceting/dead relatives -
another flight >Titanium card -> Silver card -> FIT -> ID/AD/FOC ->Norec-
>stanby

APPENDIX 16.2E/P5

Ground transport Depend on conditions
14. Rerouting for passengers

Expenses - No extra charge
- Passengers shall be refunded the difference for involuntery
downgrade.
Rerouting priority VIP/CIP -> Platinum member -> Gold member ->Disabed pax/visa
order expired/connceting/dead relatives ->Titan card -> Silver card -> FIT
-> ID/AD/FOC ->Norec->stanby
Rerouting information Subjects: all passengers
Content: all concerned information
Services at airport hotel, meal, grounding transport, communication
15. Service for a divert flight

Stop within 2h, no fueling: passengers keep stay on board .
Pick up passengers at
More than 2h: move passengers to station
divert airport
Fueling : move passengers to station
Service at diverted Hotel, meal, ground transport, communication
airport
At least 01 representative from VNA.
Supervise and control
At airport without representative : Captain coordinates with Ground
service
Service Company .
II. SERVICE FOR CONNECTING FLIGHT

1. Service for passengers of Int'l - Domestic connecting flights
- Pax are checked to connection point
Departure
- Baggage are checked to connection point
- Pax. fulfill immigration procedures by himself
- Pax get baggage by himself
Connection
- Pax fulfill customs procedures by himself
- Pax fulfill check-in procedures by himself for domestic flights
2. Service for passengers of Domestic - Int'l connecting flight
- Pax are checked to connection point
Departure
- Baggage are checked to connection point
- Pax. Fulfill immigration procedures by himself
- Pax get baggage by himself
Connection
- Pax fulfill customs procedures by himself
- Pax fulfill check-in procedures by himself for int’l flights

APPENDIX 16.2E/P6

3. Service for passengers of Int’l – Int’l connecting flight

- Pax are checked to final point
Departure
- Baggage are checked to final point
- 01 staff guides pax
- Signage board system clearly
Connection
- Pax do connecting procedures at transfer counter
- Pax baggage shall be directly transferred to connecting flight
4. Serve passengers Domestic - Domestic connecting flight

- Pax are checked to final point
Departure
- Baggage are checked to final point
- 01 staff guides pax
- Signage board system clearly
Connection
- Pax do connecting procedures at transfer counter
- Pax baggage shall be directly transferred to connecting flight
5. Service for passengers of connecting flight 6th trafic right

- Pax and baggage are checked to final point
Departure
- Fulfill all information from passport
Connecting at NBA/ Staff receives and guides to waiting room
TSN Do not use transfer desk
Connecting services More than 4h: serve meal
More than 8h: hotel & city tour service (HAN); 06 h (SGN)
6. Service in int'l flight combined with domestic passengers.

Custom procedures for Pax fulfill procedure at the last airport before leaving Vietnam
departure
Immigration Pax fulfill immigration procedure at the last airport before leaving
procedures Vietnam
Airline departure Location CI: domestic station.
procedures (first Pax, baggage shall be check-in to the last stop
airport) Pax shall be marked “ Transit”
Boarding together with domestic pax
Airline departure
- 01 staff receives and guides to int'l station
procedures (last
- Pax should not get back baggage checked.
airport)
Custom procedures for Pax fulfill customer procedures at the first incoming airport in
arrival Vietnam
Arrival procedures for Pax fulfill entering immigration procedures at the last airport leaving

APPENDIX 16.2E/P7

immigration from Vietnam .

Customer procedures - Pax shall be separated and marked “Transit”.
for arrival(first - Pax should not get back baggage checked.
coming airport) - Pax is guided to separated domestic station.
III. HANDLING OF ARRIVAL
1. Receive passengers
Number of staff to
01 staff
receive flight
Time to be present to
at leat 5 minutes before ATA
receive flight
Location Terminal and boarding gate
2. Assist passenger with special service

Time for staff and cars
5 minutes
avalable on service
3. Baggage claim
Time for 1st baggage
10 minutes after ATA.
comes to belt
Priority order to get For baggage interline with short time for connecting -> Baggage
baggage attached card Business-> VIP -> CIP -> crew -> other baggages.
Check baggage tag Int'l flight: no check
Domestic flight: check
4. Irregular baggage
Lost & Found Counter Location : easy to contact.
Facility: sufficient
Staff at least 1 staff at desk
Filing, compensation as regulation.
IV. PASSENGERS WITH SPECIAL SERVICE ORDER
1. VIP/CIP passenger
- Priority for seat
Service at airport - Check in at C desk
- Priority for baggage

APPENDIX 16.2E/P8

- VIP/C lounge
- Boarding at last
2. GLP passenger
- Priority for seat
- Check in at C desk
- C lounge
Service at airport
- In addition for free of charge baggage: 25 kg for Platinum
member, 15 kg for Gold member, 10 kg for Titanium member
- Priority tag for baggage
3. CA passengers
- Check-in at C counter
Service at airport for - Baggage service C pax
pax with personal card - 10 kg baggage in addition
- Pax shall be priority order after GLP golden pax in irregular case
Service at airport for - 10kg in addition for free of charge baggage
pax with company card - priority rights as CIP2 in irregular flight
4. MEDA passengers
Service at airport - Staff assists passengers in checking-in and boarding
5. SSR passengers
Service at airport - Staff assists according to type of SSR

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PASSENGER HANDLING MANUAL

ISSUE 00, REV 02, 21AUG2017

This manual is uncontrolled when printed

So: Mr/ QD- CHK Ha Noi, ngay Ogthang 09 nam 2017

CUC TRU'O'NG CUC HANG KHONG VItT NAM

Can cir Quy'L dinh so 121/QD-BGTVT ngay 14/01/2016 cua BO truong

IVo'i nh lin: K UC TRVONG

0.1 LIST OF EFFECTIVE PAGES

This Passenger Handling Manual Issue 00 Rev 02 is complied by Marketing Service

NO Van Sdn ti(u m

This Passenger Handling Manual Issue 00 Rev 02 is complied by Marketing Service

Trinh Anh Thang NO Van Scin Le Ho Ha al4 44' 444 +tt:i

8.4 1-1 00 01 15MAR2017

This Passenger Handling Manual Issue 00 Rev 02 is complied by Marketing Service

This Passenger Handling Manual Issue 00 Rev 02 is complied by Marketing Service

Trinh Anh Thang NO Van Sdn Le Hon a Ma i4 4 44:44

0.2 LIST OF NORMAL REVISIONS

Issue number Revision number Revision date Signature

"This manual is uncontrolled when printed"

0.3 LIST OF SIGNIFICANT CHANGES

Phần/Mục Nội dung sửa đổi

2.1 Add the requirement of availability of DGM at check in locations. Add

2.3 Add the requirement of availability of DGM at boarding locations. Add

3.2 Add the general regulation.

5.1 Add the processes according to IGOM

8.7.4.2 Add the processes according to IGOM

9.2/9.6 Add the processes according to IGOM

10 Referrence to Announcement Manual

16.2A/B/E Update the checklist

"This manual is uncontrolled when printed"

0.4 LIST OF DISTRIBUTIONS

"This manual is uncontrolled when printed"

PASSENGER HANDLING TABLE OF CONTENT Rev 02

0.5 TABLE OF CONTENT

Item Content Item/Page

"This manual is uncontrolled when printed"

PASSENGER HANDLING TABLE OF CONTENT Rev 02

"This manual is uncontrolled when printed"

PASSENGER HANDLING TABLE OF CONTENT Rev 02

4.3.4 Combine interline transfer passengers 4.3/P6-P7

PASSENGER HANDLING TABLE OF CONTENT Rev 02

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PASSENGER HANDLING TABLE OF CONTENT Rev 02

7.1.2 Acceptance for carriage 7.1/P2-P5

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PASSENGER HANDLING TABLE OF CONTENT Rev 02

International – domestic v.v. transfer assistance on

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PASSENGER HANDLING TABLE OF CONTENT Rev 02

9.5.5 Checked bulky baggage (BULK), bike (BIKE) 9.5/P9-P11

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PASSENGER HANDLING TABLE OF CONTENT Rev 02

12.1.3 Regulations 12.1/P1-P2

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PASSENGER HANDLING TABLE OF CONTENT Rev 02

14.1.2 Checking Operator and Checking Objectives 14.1/P1

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1.1 GENERAL INTRODUCTIONS

Flight distance Flight Sector Amount

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HAN - DIN/ VII/ VDH v.v.

Flight distance Flight sector Amount

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