At Noibai International Airport:
Lost and Found counter: 1st floor of Noibai International Airport – Hanoi City – Viet Nam.
Telephone: (84-4)38840008 or (84-4)38865002 extension 3134
E-mail: hl.pvhk2@niags.com.vn; xld.pvhk2@niags.com.vn

At Tan Son Nhat Internation Airport:

Lost and Found counter Terminal 2 - Tan Son Nhat International Airport - Ho Chi Minh City - Viet Nam
Telephone: (84-8) 35470415 or (84-8) 38446665 extension 6062
E-mail: lost&found@tiags.vn

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.

In the event that you arrive at the destination without your checked baggage, please be assured that we will do everything possible to assist you. We apologize for the mishandling of your baggage and will do our best to trace your baggage and deliver it to you as soon as possible.

Your baggage details have been entered into our worldwide computerized baggage tracing system, please click here to display information about your delayed bag.

In the case of delay, 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 has been placed at his disposal.

In the case of lost baggage, 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 should have been received by the passengers.

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.

Baggage Delivery

We will advise you as soon as your baggage is located and will deliver it to the address you specified, subject to local Customs regulations. Alternatively, you may collect your baggage at the airport

For flights where Warsaw Convention 1929 amended by Protocol Hagues 1955 applies:

• The limits of Vietnam Airlines’s liability for checked baggage is USD 20 per kg (or other currency equivalent)
• Limits of Vietnam Airlines’s liability for cabin baggage does not exceed USD 400 per passenger (or local currency equivalent)

For European routings (flight to or from an European Union (EU) country – where EC Regulation 785/2004 dated 21/4/2004 applies)

• Limits of Vietnam Airlines’s liability for damage of baggage (including cabin baggage, belongings, checked baggage) is not exceeding 1000SDR/ passenger (or local currency equivalent)
• In case of 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 Vietnam Airlines’s liability for that passenger (SDR 1000 or local currency equivalent)

This regulation does not apply for value-declared baggage.

Limits of Vietnam Airlines’s liability for baggage requiring a seat in the cabin (CBBG) does not exceed the limits of Vietnam Airlines’s liability for checked baggage.