Delayed, damaged and lost baggage

Guide for complaint

As soon as delayed, damaged and lost baggage is detected (collectively baggage irregularities), Vietnam Airlines recommends passengers to take the following actions:

  • Step 1: Immediately contact Vietnam Airlines staff at the lost baggage counter at the arrival airport. The claim report will be registered and then passengers will receive a Property Irregularity Report (PIR) with a reference number.
  • Step 2: For lost baggage, after declaring at the lost baggage counter, passengers should visit Worldtracer to look up and update the baggage pick-up address by destination in the itinerary.

If passengers want to supplement information about the baggage irregularities, please perform the following steps:

  • Step 1: Check the deadline for supplementing information as the following requirements:
    1. For damaged or lost baggage: no later than 7 (seven) days from the date when the baggage should be received.
    2. For delayed baggage: no later than 21 (twenty-one) days from the date when the baggage should be received.
  • Step 2: Declare information in the Property Irregularity Report form.
  • Step 3: Send the Property Irregularity Report form to the lost baggage counter of the arrival airport. Please find the contact information of lost baggage counters at FAQs & Contacts.

Notes:

  • PIR shall be used as the legal basis to confirm that your baggage was mishandled and shall be one of the documents for Vietnam Airlines to consider any reimbursement request for expenses and/or compensation later on.
  • Vietnam Airlines is not liable for the damaged baggage under the list of waiver of responsibility for checked baggage. Please, see more details here.

Complaint handling 

After receiving the passenger's adequate information on baggage irregularities, Vietnam Airlines will actively find the baggage at the earliest time. The procedure for handling the complaint for baggage irregularities is as follows:

  • Check information on baggage irregularities provided by passengers.
  • Vietnam Airlines will search for the baggage in Worldtracer, the global lost baggage searching system.
  • Vietnam Airlines will notify the passengers as soon as the baggage is found to agree upon delivery time, location and method.
  • Compensate for the baggage if after 21 days from the date of receiving the information, and the baggage remains unfound. Please refer to Vietnam Airlines’ General Conditions of Carriage for Passengers and Baggage.

Unclaimed baggage

Unclaimed baggage on the aircraft

When the unclaimed property is discovered in the cabin, Vietnam Airlines will keep the baggage at the airport of arrival. Passengers can contact Vietnam Airlines to get the unclaimed baggage.

Unclaimed checked baggage

If your baggage is not picked up, Vietnam Airlines will store it for 90 days and assess applicable storage charges. If a passenger fails to claim their baggage within 90 days, its disposal is subject to Vietnam Airlines' discretion.

Contact information for unclaimed baggage

To find the contact information when forgetting baggage, please visit “FAQ & Contact” - Worldtracer site and look up the lost baggage counter by arrival airport.