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Vietnam Airlines, a trusted and high-quality national carrier, is committed to delivering passengers' luggage to their final destination securely and efficiently. However, occasional issues such as delays, loss, damage, or forgotten items can arise. In such situations, passengers should follow the guidelines below to address the problem promptly.
What should passengers do if their luggage is lost or left behind on a Vietnam Airlines flight?
Cases of DELAYED, LOST, MISSING, OR DAMAGED LUGGAGE
Complaint Guidelines
As soon as passengers notice delayed, lost, missing, or damaged luggage (collectively referred to as irregular baggage situations), Vietnam Airlines recommends following these steps:
- Step 1: Immediately contact Vietnam Airlines staff at the lost luggage counter at the arrival airport. The staff will initiate a Property Irregularity Report (PIR).
- Step 2: For lost luggage cases, after reporting the details at the lost luggage counter, passengers can visit the Worldtracer website to track their luggage and update the delivery address based on their travel itinerary.
If additional information regarding irregular baggage is needed, passengers should follow these steps:
Step 1: Verify the deadline for submitting additional information to meet the following requirements:
- No later than 07 days from the date of receiving the luggage, in cases of loss or damage.
- No later than 21 days from the date of receiving the luggage, in cases of delayed luggage.
Step 2: Fill out the Irregular Baggage Report Form (available for download on Vietnam Airlines' official website).
Step 3: Submit the Irregular Baggage Report Form at the lost luggage counter of the arrival airport. Passengers can find contact details for the lost luggage counter under the 'FAQs & Contact' section on the Worldtracer website.
Note:
- The PIR serves as legal documentation confirming irregularities with the passenger's luggage and is one of the bases for Vietnam Airlines to address complaints and provide compensation later.
- Vietnam Airlines is not liable for damaged luggage falling under the Exclusions of Liability for Checked Baggage.
Complaint Handling
Upon receiving complete information from passengers regarding irregular baggage incidents, Vietnam Airlines will actively search for the luggage as quickly as possible. The complaint handling process for irregular baggage is as follows:
- Verify the details of the irregular baggage provided by the passenger.
- Vietnam Airlines will search for the luggage using the global lost luggage tracking system, Worldtracer.
- Once the luggage is located, Vietnam Airlines will contact the passenger to agree on the time, location, and method of returning the luggage.
- Compensation will be provided if the luggage is not found within 21 days of receiving the information. The liability limit for compensation will be based on Vietnam Airlines' Conditions of Carriage for Passengers and Baggage.
Cases of FORGOTTEN LUGGAGE
- Luggage left on the aircraft: When a passenger's belongings left on the aircraft are found, Vietnam Airlines will store them at the arrival airport. Passengers should contact Vietnam Airlines for information on retrieving forgotten items.
- Unclaimed checked luggage: Vietnam Airlines will store unclaimed checked luggage for up to 90 days, and storage fees may apply. After 90 days, Vietnam Airlines reserves the right to dispose of the luggage.
- Contact information for forgotten luggage: To find contact details for forgotten luggage, passengers can visit the 'FAQs & Contact' section on the Worldtracer website and search for the lost luggage counter at the arrival airport.
We hope the useful information above helps Mytour customers prepare thoroughly for their upcoming flights. Don’t forget to contact our hotline 1900 2083 for the fastest and most efficient support in booking Vietnam Airlines tickets.
T.Ba, 09/01/2024 14:48
