Yes, baby’s milk and stroller are allowed, subject to the number of occupied seats in the flight.

You may carry those devices in your check-in baggage.

Yes, baby’s milk and stroller are allowed, subject to the number of occupied seats in the flight. For flights with available seats, you can check-in at the gate, before boarding.

For flights with full load, please check-in at check-in counter.

From 01-Jul-2024, Value Added Tax in Vietnam will remain at 8%. In case you find that you are charged 10% for air tickets and ancillaries, please contact Bamboo Airways’ Contact Center for tax refund.

In case customers request to change flight hour/date, please follow one of these options:

1. Website or mobile application of Bamboo Airways: Visit Bamboo Airways website or mobile application, select "My Booking" enter your information as instructed to retrieve your booking details then follow these steps:
- Select "Change Flight," input the desired departure date, and search for available flights
- Select the flight and verify the applicable fee (if any). This fee includes fare differences (if applicable) and rebooking fees (according to fare conditions)
- Complete the payment using a credit card or a domestic card.

2. Bamboo Airways Ticket Offices: Please visit the nearest Bamboo Airways ticket office to receive detailed guidance. Please ensure that you bring along the passenger's valid identification card or passport, the email confirmation of the successful flight ticket booking.

Note: Changes to reservations and itineraries are subject to the conditions specified in the fare rules.

After the transition to the new Passenger Service System, Bamboo Airways temporarily does not provide customers self-service options for modifying flight itineraries through our website and mobile application. Please contact our Call Center or authorized ticket offices for the necessary assistance.

1. Call Center:

- Customers can contact the hotline at 19001166, using the phone number associated with their ticket reservation for verification.

- Bamboo Airways will provide a quotation (if applicable) with available payment methods. Customers should carefully review to confirm the information provided and proceed with the payment (if necessary). After the successful completion of these procedures, customers will receive a confirmation email with the updated itinerary."

2. Authorized ticket offices:
- Customers can visit their nearest Bamboo Airways ticket office to receive detailed guidance on their itinerary changes. Please ensure that you bring along the passenger's valid identification card or passport, and the email confirmation of the successful flight ticket booking.

*Note:

- Time for requesting itinerary changes: Must be at least 3 hours before the originally scheduled departure time.

- All changes can only be processed at the original ticketing location or at Bamboo Airways' authorized ticket offices.

In the event that you cannot continue your flight as originally scheduled and need to request a refund/exchange of your airline ticket, please contact the place where you purchased the ticket directly (including representative office, authorized agents, or a Bamboo Airways ticketing office)

The refund policy for airline tickets and supplementary services is applied based on the fare conditions and supplementary services announced to you at the time of ticket purchase.

- For tickets using Pay now or Pay later method purchased via Bamboo Airways website or mobile application: Please use the email address associated with your booking to send request to 19001166@bambooairways.com, providing information such as booking reference/ticket number, flight itinerary, name, date of travel, etc.,OR contact the nearest Bamboo Airways branch/ticketing office for assistance.

- For Paylater tickets with cash at a ticketing office or bank branches: please visit a Bamboo Airways authorized office in Vietnam to request a refund.

After the transition to the new Passenger Service System, Bamboo Airways no longer supports name change policies. For tickets purchased before September 26, 2023, please contact our Call Center or ticket offices for assistance.

Upon the completion of the transaction refund by Bamboo Airways, the refunded amount will be transferred to your issuing bank. The timeline for funds to be returned from the bank to the card/account of the customer varies according to each bank's policies. Typically, it is expected to take approximately 15 business days or during the next billing cycle.

Currently, there is no confirmation email sent to passengers after completing the involuntary flight change procedure. To review the flight itinerary, please access the My Booking section on our website.

The internet booking engine allows ticket booking and issuance at least prior to 03 hours before departure time.

In case of urgent travel, passengers may purchase tickets at the last-minute ticket counter at the airport up to 45 minutes before the scheduled departure time.

Infants are considered as passengers aged from 0 to under 2 years (i.e., those who have not yet celebrated their second birthday) based on their age at the time of the departure of the first flight in the travel itinerary. These passengers will be provided with services in accordance with the airline's standards for infrant in this age range.

Requirement: The entire travel itinerary must be issued under a single ticket. Furthermore, the time span between the departure date of the first flight and the final flight in the journey should not exceed one year.

For tickets purchased before September 26, 2023, which is prior to the transition to the new Passenger Service System, please visit the Bamboo Airways website or mobile application and select the My Booking section. Here, you can enter your old booking reference (PNR) information, and the system will automatically display your new PNR and the relevant flight details for your purchased air ticket. Alternatively, you can access the specialized link for checking old PNRs on the website to find your new PNR information.

For tickets purchased through travel agencies, please visit the Bamboo Airways website to retrieve ticket information.

Due to system limitations, infants with long full names will be automatically shortened. In case you travel with infants having long full names, please input only first characters of middle names while still inputting all characters of last names and first names.

Please kindly input your full name in the correct order as shown on your personal identification documents. In the event that you mistakenly declare the order of your given name, surname and last name, Bamboo Airways provides support by rearranging the name order without charge for passengers holding tickets issued prior to January 31, 2024. For tickets issued from February 1, 2024 onwards, Bamboo Airways implements a fee of 108,000VND per ticket per alteration (inclusive of VAT).

After payment is completed, the confirmation email will be delivered to your booking's registered email address. If you do not receive the email within 01 hour, please contact Customer service center for support.

After selecting the "Pay Later" payment option, the system will display a confirmation screen for a successful reservation, providing you the booking reference code and the deadline for completing the payment (according to your local time). An email confirming the booking details and instructions on how to complete the payment will be sent to the registered email address associated with the booking.

To finalize the payment and receive your ticket, you can choose from the following payment channels:

- Access the "My Booking" section on the website or mobile app, enter the booking reference code to review the booking details, and proceed with the payment.
- Use various electronic applications, ATMs, or bank counters.
- Use the ViettelPay electronic application, VNPOST payment points, and Payoo services.

After selecting the "Pay Later" payment option, the system will display a confirmation screen for a successful reservation, providing you the booking reference code and the deadline for completing the payment (according to your local time). An email confirming the booking details and payment deadline (in GMT) will be sent to the registered email address associated with the booking.

During booking flow on Bamboo Airways' website, at the Payment page, please choose "Do you want to use a voucher?" then enter the Card Number and PIN, select "Apply" to make the payment with the e-voucher. The screen will display the remaining amount to be paid and the remaining balance on the card if customers agree to use the e-voucher for this transaction. If the amount on the E-voucher is less than the booking amount, customers can pay the additional amount using credit cards accepted by Bamboo Airways.

Please check below link for instruction of voucher usage: https://www.bambooairways.com/vn/en/book/bamboo-and-more/bamboo-gift-voucher.

In the event that the available balance within the E-voucher is insufficient to cover the total payment, customers may settle the remaining amount using the credit card payment method. Currently, local payment methods such as ATM/Napas, Momo, VietQR, VNPay, and the like, are not compatible for concurrent use with the e-voucher in the payment process.

Please check below link for instruction of voucher usage: https://www.bambooairways.com/vn/en/book/bamboo-and-more/bamboo-gift-voucher

Customers may make payment using a maximum of 3 e-vouchers for a single booking. If the total value of the vouchers exceeds the total amount due, the remaining balance can be utilized for subsequent transactions, depending on the voucher type.

Conversely, if the total value of the 3 e-vouchers is less than the total amount due, customers will be limited to utilizing a maximum of 2 e-vouchers and covering the remaining costs through a credit card transaction.

Please check below link for instruction of voucher usage: https://www.bambooairways.com/vn/en/book/bamboo-and-more/bamboo-gift-voucher

Based on the passenger’s travel plans, PVI Insurance provides insurance programs with appropriate benefits.

For one-way trip, your coverage includes:
+ Personal accident
+ Travel inconvenience benefits: cancellation, curtailment, loss of baggage/travel documents, baggage delay...

For round trip, your coverage includes:
+ Personal accident
+ Travel inconvenience benefits: cancellation, curtailment, loss of baggage/travel documents, baggage delay.
+ Medical expenses incurred for accident and disease/illness (International Plan includes Epidemic Cover), emergency medical evacuation.

For more information about BambooCARE travel insurance, please click here.

Passengers can purchase BambooCARE even if they are not Vietnamese citizens and/or do not reside in Vietnam, as long as you are a Bamboo Airways passenger on a flight departing from Vietnam.

- Infants must be at least 14 days old to qualify.

- Infants under 2 years old traveling with an insured adult are covered for free.

Insurance premiums are calculated based on the following factors:

- Flight (One way or Round trip)

- Region (Vietnam, ASEAN, Asia & Worldwide (Excluding Cuba))

- Lead time purchasing insurance before the departure date (for example: 6 or 15 days before the departure date)

- Trip duration (for example: One-way trip or Round-trip for 3 days)

- If incorrect personal information has been entered due to incorrect spelling or characters when purchasing the flight ticket, passengers need to contact Bamboo Airways for assistance of name amendment or purchasing new ticket and contact PVI Insurance for the policy amendment.

- If customers do not contact PVI Insurance then PVI Insurance could not indemnify in case of insurance event.

No, BambooCARE Policy only covers for your one-way or Round- trip. We don't cover for Multiple Destination trips.

In case of voluntary flight change due to customer’s request, please contact PVI Insurance at least 24h before the first departure date issued in the flight ticket to amend the policy the via Hotline 02433882088 or email bamboocare.support@pvi.com.vn

• For changes no impact on Premium: These adjustments include typographical errors, additions, or modifications to customer information such as Full name, date of birth, or changing to a new itinerary with the same duration as the original flight without impacting insurance premium; PVI Insurance will update the insurance contract and send email to customers.
• For changes impact on Premium: due to adjustments such as passenger splitting, changing reservations to a different date, altering the flight itinerary with a change in the duration of the trip, or modifying the travel itinerary close to the departure date, leading to the change(s) in insurance premium. Any changes impact insurance premiums result in a change in premium. If premium is increased, you will be required to pay additional premium. However, if premium is decreased, it will not be refunded.

- In case of changes due to the Airlines, please contact PVI Insurance via Hotline 02433882088 or email bamboocare.support@pvi.com.vn and provide proof that the flight was changed due to the Airlines.

- Upon receiving information from our valued customers regarding flight schedule changes made by Bamboo Airways (within 24 hours before the scheduled departure time), PVI Insurance will adjust the insurance certificate with the rule of +/- 3 days as below:

• The rule of +/- 03 days: Extension of insurance coverage up to maximum 3 days (only for the return flight). The extension covers any Insured Person whose actual itinerary does not correspond to the original itinerary due to rescheduling of flight by Airline. PVI Insurance, will honor valid claims in such a scenario.

Changes applying rule of +/- 3 days for the below cases:

• Airlines cancel the return flight or delays the flight more than 03 hours before the scheduled departure time or
• Airline changes the customer's return flight within 24 hours before the scheduled departure time.

Changes applying rule of +/- 3 days can be done as below:

• Changes in the itinerary within the range of +/- 03 days (only for the return flight) do not require any action on your part. The insurance coverage will apply to the new schedule, following PVI Insurance's Policy Wording.
• For changes in the itinerary exceeding +/- 03 days (only for the return flight) please contact PVI Insurance at the hotline number (+84) 243 388 2088 to update the relevant modifications.

- In case of other situations that the airline changes, it will be applied according to the case of “Customer Requests Changes”

You can request a Value Added Invoice when purchasing a flight ticket with BambooCARE Travel Insurance in 2 ways as follows:

Method 1:  While booking tickets on Bamboo Airways' website or mobile app, on the successful booking confirmation page, click on the attached VAT invoice request link, please fill in the following information:
-    Tax code
-  Company name/Company address
-  Reservation code (PNR)
-  Reservation email
-  Invoice type: Sale or Refund

Method 2: Please access the link https://portal-invoice.bambooairways.com/ (or https://invoice.bambooairways.com/), fill in the information as listed above.

After successful registration, the invoice will be automatically sent via email to you within 5 working days.

Notes:
• Time to declare and get invoice: Within 72 hours from the date of ticket issuance.
• Tickets and insurance services must be paid in the payment currency of Vietnam Dong (VND)
• In case an insurance service refund transaction occurs, a refund invoice will automatically be sent to the customer's email if the customer has registered to receive the invoice when purchasing the service.

• For unused tickets (customers haven’t taken any flights yet)

+ Please contact PVI Insurance via Hotline 02433882088 or email at bamboocare.support@pvi.com.vn at least 7 days prior to first departure date as stated in the Itinerary provided no claim has been paid. Premium will be fully refunded within 30 - 45 working days from the date of cancellation request.
+ Within 07 days before the first departure date as stated in the Itinerary, the policy remains unchanged and the insurance premium cannot be refunded.

• For partially used tickets (1st leg have been taken): the policy remains unchanged and the insurance premium cannot be refunded.

Passengers can purchase BambooCARE insurance online through the following methods:

- During the flight booking process on the website https://www.bambooairways.com/ or the Bamboo Airways mobile application.

- On Bamboo Airways mobile application, customers can purchase additional insurance after obtaining your ticket through the Manage Booking section.

The coverage begins at check-in on the first departure date for a scheduled flight, after entering the security check point.

The coverage for flight cancellation begins on whichever is the later between:
(i) the date of issuance of the policy or
(ii) the date falling sixty (60) days prior to the first departure date.

For one-way trip: Coverage ends upon the Insured Person’s arrival to the airport at the destination.

For round trip:
+ Coverage ends once the Insured Person has left the airport premises at the return destination in Vietnam or upon expiry of 182 days from the first departure date, whichever is the earlier; or,
+ If the return destination is outside Vietnam, when the Insured Person checks in at immigration outside the return destination.

Coverage for flight cancellation terminates on the first departure date.

• Please call PVI BambooCARE Customer Service 24/7 at Hotline (+84)2433882088
• Please call this number for more details before taking any action. For outpatient treatment (where applicable), please retain all original receipts and file claim upon return to Vietnam.

Insurance coverage excludes any extreme sports and sporting activities including any professional competitions or sporting events in which the Insured Person receives compensation, and other activities as stated in the Exclusions.

If the return flight is delayed due to unforeseen circumstances beyond the passengers' control, PVI Insurance will extend the insurance period for 7 days without an additional premium, but the total insurance period shall not exceed 182 days.

Unforeseen Circumstances refers to adverse weather conditions, natural calamity, mechanical breakdown or derangement of the aircraft, the Insured Person is denied boarding due to over-booking of the Scheduled Flight, Sickness or Injury sustained by the Insured Person.

If the first leg of the round trip flight has started, the policy cannot be canceled or refunded.

According to the provisions of law, the Policyholder/Insured Person has responsibility for notifying the insurance company of any important factors related to the issued Insurance Policy so that insurance company consider adjusting and amending the insurance policy accordingly. If you do not notify the insurance company of the change(s), the insurance validity would be impacted and become void.

• The insurance buyer and the Insured Person undertake to comply fully with all laws and regulations relating to purchasing insurance via Bamboo Airways' electronic ticketing system in accordance with the regulations of the country where the insurance is purchased.
• The insurance buyer makes the premium payment for the Insured Person and undertakes that the Insured Person is eligible to be insured, that his/her name is on Bamboo Airways’ ticket and is issued a Certificate of Insurance for the scheduled flights within the territory of Vietnam or departing from Vietnam.
• The Policy holder and the Insured Persons commit to read, understand, agree, and comply with the instructions and content clearly stated in the Insurance documents and other related documents provided by PVI during the flight booking process and purchasing BambooCARE Travel insurance.

Passengers need to provide confirmation of loss or damage of luggage from an airline representative, invoices and receipts proving lost or damaged luggage value and invoices and receipts for repairing or recovering damage and loss.

Passengers need to contact PVI Insurance via Hotline 02433882088 or email bamboocare.support@pvi.com.vn. Written notice of claims must be submitted to PVI Insurance within not later than 30 days after any event which may give rise to such claim by submitting to PVI Insurance a claim form as provided by PVI Insurance.

In case additional documents are requested, PVI Insurance will notify the customer within 05 working days.

In case claims are valid, PVI Insurance will proceed to settle the compensation within 15 working days.