Services for passengers with disabilities on flights from/to the US

Services for passengers with disabilities

Passengers should book at least 48 hours before the scheduled departure time for the following services:

  • Wheelchairs or special equipment containing dangerous materials;
  • Passengers with disabilities travelling in a group of 10 or more;
  • Taking emotional support dogs into the passenger cabin;
  • Taking service dogs into the passenger cabin;
  • Passengers with both hearing and visual impairments;
  • Carrying nebulizer, ventilator, or oxygen concentrator;
  • Using newborn incubators;
  • Using stretchers or medical equipment on the flight such as air purifiers, nebulizers, ventilators and oxygen concentrators.

Passengers should book at least 72 hours before the scheduled departure time for medical oxygen service provided by Vietnam Airlines on the flight.

Passengers should refer to the cases requiring an escort on flights to/from the US.

Consumer Protection Division

  • Tel: 1-800-778-4838 (voice call) and 1-800-455-9880 (TTY - text telephone);
  • Mail to: Aviation Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE, W96-42, Washington, DC 20590;
  • Visit the website of the Office of Aviation Consumer Protection.

Service for passengers with reduced mobility on other flights

Services for passengers with hearing impairments: To assist passengers with hearing impairment, partial or complete loss of the ability to perceive sound and difficulty communicating and receiving information.

Services for passengers with visual impairments: To assist passengers who are visually impaired, have partial or complete vision loss and require special assistance.

Service for passengers using wheelchairs: To assist passengers with mobility difficulties.

Mobility aids: Passengers with reduced mobility may bring one mobility equipment such as crutches, canes, or foldable wheelchairs that meet carry-on baggage standards and safety requirements for devices with lithium batteries.

Services for passengers travelling with service dogs: Vietnam Airlines transports service dogs for reduced mobility passengers free of charge. Service animals are allowed on the aircraft and sit right in front of the owner-passengers. Please notify Vietnam Airlines staff when making reservations, purchasing tickets, or registering online using the Service Animal Transportation Form at least 36 hours before departure time.

Accompanying cabin crew services: Vietnam Airlines will arrange for accompanying cabin crew to assist passengers on the flight. Passengers should contact the ticket office at Vietnam Airlines branches to book the service:

  • At least 3 days before departure if your itinerary involves only Vietnam domestic sectors;
  • At least 5 days before departure if your itinerary involves one or more international sectors.

Notes: Passengers shall pay extra airfare for the cabin crew to accompany them on the whole itinerary.

Companions with reduced mobility passengers: Vietnam Airlines advises passengers with reduced mobility to travel with an escort in case they need assistance at boarding and disembarking, on the aircraft and in other necessary cases. As soon as they register for the service, passengers should notify Vietnam Airlines staff if they are traveling alone or with an escort.

The companion with reduced mobility passengers should meet the following conditions:

  • The escort needs to be at least eighteen years old (at time of departure ), able-bodied, traveling on the same service compartment, not accompanying any children and not registered for any special services (except for special meals).
  • Physically and mentally able and willing to evacuate the disabled passengers in case of an emergency.