Vietnam Airlines Baggage Claim: Compensation, Deadlines & How to File
Domestic Max
$1,250
International Max
1519 SDR
Avg Response
30 days
Claim Types
3
To get Vietnam Airlines baggage compensation, report the issue at the airport baggage office immediately and get a PIR (Property Irregularity Report). Domestic compensation is capped at $1,250. International compensation is capped at 1519 SDR (~$1,900). File online at Vietnam Airlines's claims portal.
Vietnam Airlines Baggage Claims & Compensation: What You Need to Know
Vietnam Airlines, a member of the SkyTeam alliance is based in VN and serves as a prominent Asia-Pacific carrier. When filing a baggage claim with Vietnam Airlines, your rights and the airline's obligations are determined by the applicable regulatory framework for your flight route.
Here are the key facts about Vietnam Airlines's baggage claim process: The tightest deadline is 7 days from the incident; excluded items include jewelry, cash, electronics; typical response time is 30 days. Preparing your documentation in advance and meeting every deadline will put your claim in the strongest possible position.
Strategic tip for Vietnam Airlines claims: the the executive office channel (rated 70% effective) tends to yield the best results; the escalation path with the highest success rate (80%) involves file a lawsuit (small claims or via aviation attorney). montreal convention article 35 bars suits after 2 years from arrival.; our data for Vietnam Airlines has a confidence score of 85%; last verified in June 2026.
Compared to other airlines in our database: Vietnam Airlines's domestic liability cap of $1,250 is 48% below the industry average of $2,420; their international limit of ~$1,900 is slightly below the average. These figures are based on data from 83 airlines.
Vietnam Airlines Claim Deadlines
Damaged Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | Report at Airport | 7 days | Vietnam Civil Aviation Law |
| international | Report at Airport | 7 days | Montreal Convention Art. 31 |
| international | Submit Documentation | 7 days | Montreal Convention Art. 31 |
If missed: Claim may be denied; carrier presumes baggage delivered in good condition
Delayed Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| domestic | File Claim Online | 21 days | Vietnam Civil Aviation Law |
| international | File Claim Online | 21 days | Montreal Convention Art. 31 |
If missed: May lose right to compensation for delayed baggage
Lost Baggage
| Flight Type | Action | Deadline | Regulation |
|---|---|---|---|
| international | File Claim Online | 21 days | Montreal Convention Art. 31, 35 |
If missed: Claim barred under Montreal Convention Article 31; right to sue lost after 2 years (Art. 35)
Documentation Requirements
Required Documents
- ✓pir report
Property Irregularity Report (PIR) issued at the arrival airport lost baggage counter
Note: Obtain at the lost baggage counter BEFORE leaving the airport. Contains your PIR reference number.
- ✓boarding pass
Boarding pass or e-ticket / booking confirmation
- ✓baggage tag
Baggage claim tag / check-in baggage receipt
- ✓photo
Photos of the damaged baggage from multiple angles
Note: Include close-ups of the damage and full views of the bag.
- ✓interim expense receipt
Receipts for essential replacement items purchased while baggage was delayed
Note: Keep receipts for toiletries, essential clothing and medication.
- ✓pir report
Property Irregularity Report (PIR) from the arrival airport
- ✓boarding pass
Boarding pass or e-ticket / booking confirmation
- ✓itemized list
Itemized inventory of baggage contents with estimated values
Note: Detail brands, purchase dates and condition. Exclude items not allowed in checked baggage (jewelry, cash, electronics).
- ✓pir report
Property Irregularity Report (PIR) from the arrival airport
Note: Required to open and track the file via WorldTracer.
- ✓boarding pass
Boarding pass or e-ticket / booking confirmation
- ✓baggage tag
Baggage claim tag / check-in baggage receipt
Recommended (Optional)
- ○receipt
Receipts / proof of value for damaged contents
- ○receipt
Receipts / proof of value for claimed items
Vietnam Airlines Liability Limits
Domestic Flights
$1,250
1000 SDR
Warsaw Convention
Excluded: jewelry, cash, electronics, documents, medication, fragile, cameras
International Flights
$1,900
1519 SDR
Montreal Convention
Excluded: jewelry, cash, electronics, documents, medication, fragile, cameras
Vietnam Airlines Contact Information
Baggage Hotline
+84 24 38320320
Hours: 24/7
Avg wait: 20 min
International contact center (24/7) for calls from outside Vietnam. Have your PIR file reference ready.
Claims Mailing Address
Vietnam Airlines JSC, 200 Nguyen Son Street, Long Bien District, Hanoi, Vietnam
Head office mailing address for formal written claims and escalations.
Claims Email
onlinesupport@vietnamairlines.com
Official online support email for tickets bought on website/app; can be used to follow up on baggage cases. Primary claim filing is via WorldTracer / PIR.
Customer Service
1900 1100
Hours: 24/7
Avg wait: 15 min
Domestic Vietnam contact center (24/7).
Executive Office
Le Hong Ha, President & CEO - Vietnam Airlines JSC, 200 Nguyen Son Street, Long Bien District, Hanoi, Vietnam
Executive escalation (President & CEO Le Hong Ha; Chairman Dang Ngoc Hoa). Use only after other channels exhausted.
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Claim Forms & Portals
Escalation Path
internal
55% successCall the Vietnam Airlines contact center (+84 24 38320320) with your PIR reference and update details in WorldTracer.
When to escalate: PIR filed, no response within 7 days
Avg resolution: 7 days
internal
60% successSubmit a written complaint to Vietnam Airlines customer service (onlinesupport@vietnamairlines.com) with all documentation.
When to escalate: Claim denied or inadequate offer after 21 days
Avg resolution: 21 days
internal
65% successSend an executive escalation letter to President & CEO Le Hong Ha at the Hanoi head office.
When to escalate: Customer service response unsatisfactory
Avg resolution: 21 days
regulatory
72% successFile a complaint with the US Department of Transportation for travel to/from the United States.
When to escalate: All internal options exhausted (US-touching itinerary)
Avg resolution: 30 days
legal
80% successBest Success RateFile a lawsuit (small claims or via aviation attorney). Montreal Convention Article 35 bars suits after 2 years from arrival.
When to escalate: Regulatory route unsuccessful; within 2-year Montreal limitation period
Avg resolution: 60 days
Frequently Asked Questions
What is Vietnam Airlines's maximum baggage liability for domestic flights?
Vietnam Airlines's maximum liability for domestic flights is $1,250 under Warsaw Convention. This covers the depreciated value of your bag and its contents.
What is Vietnam Airlines's maximum baggage liability for international flights?
Vietnam Airlines's maximum liability for international flights is 1519 SDR (approximately $1,900) under the Montreal Convention. SDR values fluctuate with exchange rates.
How long do I have to file a lost baggage claim with Vietnam Airlines?
Baggage not located within 21 days is treated as lost; file a compensation claim. Lawsuit must be brought within 2 years.
What items does Vietnam Airlines exclude from baggage liability?
Vietnam Airlines excludes the following items from baggage liability: jewelry, cash, electronics, documents, medication, fragile, cameras. These items are not covered even if they are damaged, lost, or stolen during transit. Consider keeping high-value and excluded items in your carry-on.
Can I track my missing Vietnam Airlines bag online?
Yes, Vietnam Airlines uses the WorldTracer system for tracking mishandled baggage. You can check the status of your delayed or lost bag using the reference number from your Property Irregularity Report (PIR). Track your bag at Vietnam Airlines's tracking portal.
How does Vietnam Airlines calculate the value of lost items?
Vietnam Airlines applies depreciation when calculating compensation for lost items, meaning you receive the current value rather than the original purchase price. Typical depreciation is 10-20% per year for clothing and 20-33% for electronics. Provide purchase receipts or credit card statements to support your claimed values.
How much compensation can I get from Vietnam Airlines for lost or delayed baggage?
Vietnam Airlines's maximum baggage compensation is up to $1,250 for domestic flights, and up to 1519 SDR (approximately $1,900) for international flights under the Montreal Convention. Actual compensation is based on the depreciated value of your items, so keep receipts and purchase records to support your claim.
What's the fastest way to reach Vietnam Airlines about a baggage claim?
Based on our data, contacting the executive office is the most effective channel for Vietnam Airlines baggage claims, with an effectiveness rating of 70%.
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