Annex 5: FAQS EMD-A Pre-paid baggage

Transcription

1 Question 1. What is Pre-paid baggage? Annex 5: FAQS EMD-A Pre-paid baggage Pre-paid baggage is a special service offered by Vietnam Airlines allowing passengers to pay in advance their excess baggage. Pre-paid baggage is sold at block of 5kg each. Question 2. Who can purchase Pre-paid baggage? All passengers who have confirmed seat and VN (738) tickets are eligible to buy Pre-paid baggage, except for infant under 2 years old. Question 3. How many blocks can I purchase? Each passenger can buy a maximum of 10 blocks (50kg). Question 4. How can I purchase Pre-paid baggage? Passengers can buy Pre-paid baggage on the website or at Vietnam Airlines Branches/General Sales Agent up to six (6) hours prior to the scheduled departure time. On website passengers can buy Pre-paid baggage: (i) during booking processing; or (ii) after successful payment (at Booking offices/ Agents or website but has no Pre-paid baggage before. Passenger must use Vietnam Airlines reservation code and registered to purchase Pre-paid baggage. Question 5. What are the rates and which route can I purchase Pre-paid baggage? Pre-paid baggage is applicable on Vietnam Airlines operated flights. Due to capacity limitation, Vietnam Airlines is unable to supply Pre-paid baggage on some domestic routes. If the checked routes includes two or more sectors, with transit in 24 hours but Pre-paid baggage is not permitted for one sector, Pre-paid baggage will be not applied for the other one. For sectors wholly within Vietnam: apply by sector concept. Sector Net VND (*) Between Hanoi and Hochiminh city, Cam Ranh, Ban Me Thuot, Da Lat, Can Tho, Quy Nhon, Phu Quoc Between Hochiminh city and Hai Phong, Vinh city, Dong Hoi, Thanh Hoa Between Hanoi and Da Nang, Hue, Vinh city Between Hochiminh city and Da Nang, Hue, Ban Me Thuot, Cam Ranh, Da Lat, Quy Nhon, Phu Quoc 150,000/block 80,000/block C:\Users\Admin\Documents\Pre-paid Bag QA1.docx 1

2 Between Da Nang and Cam Ranh, Hai Phong (*): Net excludes VAT Value Added Tax Example: Passenger purchased 2 blocks Pre-paid baggage Ha Noi - x/da Nang Hochiminh city, transit in Da Nang within 24 hours: the charge is (80, ,000) x 2 = 320,000 (Net excludes VAT Value Added Tax). Passenger has an e-ticket Ha Noi Hochiminh city Tuy Hoa, transit in Hochiminh city within 24 hours: Pre-paid baggage is not permitted for Hochiminh city Tuy Hoa, so Pre-paid baggage will not be applied for Ha Noi Hochiminh city. For international sector: apply by portion from point of check-in baggage to next stop-over point. To From Zone A Zone B Zone C Zone A 10USD/block 20USD/block 30USD/block Zone B 20USD/block 20USD/block 40USD/block Zone C 30USD/block 40USD/block 40USD/block Zone A: Vietnam, Laos, Cambodia, Myanmar, Thailand, Indonesia, Malaysia, Singapore and Hong Kong. Zone B: China, Taiwan, South Korea and Japan. Zone C: Australia, France, Germany, United Kingdom and Russia. Example: Question 6. 2 blocks of pre-paid baggage Hue Hanoi Paris, transit in Hanoi within 24h: the charge is 30USD/block x 2 blocks = 60USD. 3 blocks of pre-paid baggage Sydney Hochiminh city Tokyo, stopover in Hochiminh city: the charge is (30USD/block x 3 blocks) + (20USD/block x 3 blocks) = 150USD. Note: For passengers whose ultimate ticketed origin or destination is a U.S/Canada point with baggage allowance by piece concept, Pre-paid baggage will not be available for any piece and/or weight in excess allowance. Can I transfer Pre-paid baggage? Pre-paid baggage is non-transferable and only valid with such passenger on the specific flight which it is paid for. Pre-paid baggage is non-exchangeable to passenger ticket or other services. Question 7. If I change date and time of my flight, can I rebook my Pre-paid baggage? C:\Users\Admin\Documents\Pre-paid Bag QA1.docx 2

3 Pre-paid baggage can be voluntarily changed to other Vietnam Airlines operated flights on the same sector. The change must be done at least 6 hours before departure time of original and new flight. Question 8. If I change my routing, is Pre-paid baggage reroutable? Pre-paid baggage is non-reroutable. Question 9. Is Pre-paid baggage refundable? Pre-paid baggage is not voluntary refunded. Question 10. How does Pre-paid baggage change in case of Vietnam Airlines s fault? Vietnam Airlines may arrange an alternative flight: Pre-paid baggage is accepted on new flight free of charge. Vietnam Airlines is unable to arrange an alternative flight or passenger does not accept Vietnam Airlines solution, Vietnam Airlines shall certify that Pre-paid baggage has not been used and instruct passenger to contact Vietnam Airlines office for refund. Question 11. How does Pre-paid baggage change in case of force majeure? If Vietnam Airlines can arrange an alternative flight, Pre-paid baggage is accepted on new flight but passenger has to pay the rate difference (if any) If Vietnam Airlines is unable to arrange an alternative flight or passenger does not accept Vietnam Airlines solution or passenger does not accept to pay the rate difference, Pre-paid baggage is permitted to refund free of charge. Question 12. Involuntary refund? In addition to cases mentioned above, Pre-paid baggage can be refunded free of charge in the following cases: Vietnam Airlines is unable to carry your Pre-paid baggage due to safety or operational reasons. Flights are cancelled due to Vietnam Airlines s fault or force majeure. Question 13. The weight of baggage is in excess or less than the Pre-paid baggage? If the weight of baggage is less than Baggage Allowance and Pre-paid baggage, Pre-paid baggage is not permitted to refund. If the weight of baggage is in excess of Baggage allowance and Pre-paid baggage, passenger must pay Excess baggage charges which are applied for the exceeding weight according to Weight concept (kg). C:\Users\Admin\Documents\Pre-paid Bag QA1.docx 3

4 The Excess baggage charge by kg as follow: Domestic within Vietnam: Sector Net VND (*) Between Hanoi and Hochiminh city, Cam Ranh, Ban Me Thuot, Da Lat, Can Tho, Quy Nhon, Phu Quoc Between Hochiminh city and Hai Phong, Vinh city, Dong Hoi, Thanh Hoa Between Hanoi and Da Nang, Hue, Vinh city Between Hochiminh city and Da Nang, Hue, Ban Me Thuot, Cam Ranh, Da Lat, Quy Nhon, Phu Quoc Between Da Nang and Cam Ranh, Hai Phong 40,000/kg 20,000/kg (*): Net excludes VAT Value Added Tax International: From To Zone A Zone B Zone C Zone A 5USD/kg 10USD/kg 20USD/kg Zone B 10USD/kg 10USD/kg 30USD/kg Zone C 20USD/kg 30USD/kg 30USD/kg Zone A: Vietnam, Laos, Cambodia, Myanmar, Thailand, Indonesia, Malaysia, Singapore and Hong Kong. Zone B: China, Taiwan, South Korea, Japan, Australia and Russia Zone C: France, Germany and United Kingdom. Question 14. If I purchase 35kg Pre-paid baggage, can I pack in one bag? Due to employee health and safety operation, Vietnam Airlines will not accept any bag over 32kg or the sum of three dimensions exceeds 203cm without prior confirmation of Vietnam Airlines. If passenger has any bag over the above weight or dimension, Vietnam Airlines requires passenger to pack lower than 32kg and three dimensions not exceeds 203cm per bag Question 15. Pre-paid baggage can be used for what type of baggage? Pre-paid baggage can be used for Excess baggage, except: The items are prohibited or restricted under the provisions of the authorities. All kinds of Special baggage under Vietnam Airlines regulations. Question 16. If I already buy ticket of Vietnam Airlines, can I buy Pre-paid baggage on website of Vietnam Airlines? After buying Vietnam Airlines ticket (738) at website/ticketing Office/Agent, passenger can buy Pre-paid baggage on Vietnam Airlines website. C:\Users\Admin\Documents\Pre-paid Bag QA1.docx 4

5 Question 17. I input my reservation code but system can not recognise it? To buy Pre-paid baggage, passengers must use reservation code of Vietnam Airlines and registered to log-in. You may contact to Vietnam Airlines offices to verify your reservation code and request to add (if you have not registered yet) as obligatory to buy Pre-paid baggage. Question 18. After bought Pre-paid baggage, can I access Vietnam Airlines website again and buy more Pre-paid baggage? You can buy Pre-paid baggage for passengers and/or segments that have no Prepaid baggage before. For those who have purchased Pre-paid baggage, please contact Vietnam Airlines offices for assistance. Question 19. Which form of payment is accepted for purchasing Pre-paid baggage on Vietnam Airlines website? If you purchase Pre-paid baggage and tickets on the website at the same time, Vietnam Airlines accept: (i) International Payment Card; (ii) Vietnam Local Payment- Paynow; (iii) Vietnam Local Payment- Pay later. If you already have Vietnam Airlines tickets, then purchase Pre-paid baggage on the website, Vietnam Airlines accept International Payment Card. Question 20. If my Pre-paid baggage paid by my International Payment Card on Vietnam Airlines website, do I have to verify my International Payment Card? If you pay for your Pre-paid baggage on the website by International Payment Card (VISA, MasterCard, JCB), the card holder must verify payment card upon check-in at the airport or at Vietnam Airlines branches before traveling. Question 21. How to I know if my online Prepaid-baggage transaction is successful? Does the Electronic Miscellaneous Document (EMD) receipt I receive from Vietnam Airlines stand for the payment invoice? After successful payment for Pre-paid baggage on Vietnam Airlines website, you will receive Electronic Miscellaneous Document (EMD) receipt sent to your . According to document No 4931/TCT-BTC dated 07/11/2014 of Financial Ministry of Vietnam, Vietnam Airlines Electronic Miscellaneous Document is a legal receipt. Boarding pass (es) should be used as the supporting document to prove the services taken. After successful payment, if you do not receive EMD receipt via your please contact to Vietnam Airlines for assistance. C:\Users\Admin\Documents\Pre-paid Bag QA1.docx 5