Policy for the Covid-19 pandemic period in 2021

8th February 2021 - 13:54

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For your safety, Bamboo Airways applies a variety of hygiene and disinfection measures to meet the most stringent standards, and offers the best support plan for customers.

Please refer to the following update:

  • Official Letter 461 / TB-CHK of Civil Aviation Authority of Vietnam relating to passengers not being able to join the flight due to COVID epidemic effect. See details HERE.
  • According to the Civil Aviation Administration’s requirement, passengers are required to do health declaration before flights following Ministry of Health’s guidelines. Please fill out information as instructed HERE.
I. REFUND POLICY

1. REFUND

For all cases meeting condions of refund, credit refund (refund under ticket conditions, due to flight delay, cancellation, and in other special cases,…). Refund is applied as follows:

For Group of passengers: Refund to credit shell account for paying the next groups with flight date until December 31, 2021;

For the other cases:

√ For tickets issued via partners, agents, OTA: Refund to their accounts within 90 days from the date of requesting via email;

√ For direct channels (Booking Center, ticket offices, Website): Refund to your account within 90 days from the date of your request; If you need to redeem the refund amount to services of Bamboo Airways before 90 days, relevant department shall refund to credit shell accounts for paying your service.

2. EFFECTIVE APPLICATION

For requests of refund/ cancellation from agents/ customers from January 28, 2021 until next notice.

Effective flight routes: All Viet Nam domestic routes operated by Bamboo Airways.

II. POLICY FOR PASSENGERS UNDER LOCKDOWN, INSOLATED AND PROHIBITED AREAS FOR TRANSPORTATION IN THE COVID PERIOD

1. SCOPE/ EFFECTIVE APPLICATION

Apply to passengers in lockdown or isolated areas at the request of a competent authority flying domestic routes of Bamboo Airways within the lockdown or quarantined period.

If local authority does not rule the clear deadline for isolation Bamboo Airways will set 21 days from the date of updating the blocked or quarantined areas in the appendix.

2. REBOOK/ REROUTE

a. Condition and deadline of request

Requests are allowed from February 02, 2021 and at least 12 hours from original departure time.

Free of difference (if any), rebook fee.

b. New effective flight date

From February 02, 2021 to October 30, 2021 or upon flight schedule at the time of change.

3. NAME CHANGE

Free of charge.

4. REFUND

- Free of charge.

- Comply with regultion at section I.

5. REQUIRED DOCUMENTS

  • For passengers

Document identifying their accomodation in province/ city within the time of lockdown, isolation:

- Household book

- Identification card or passport in validity.

- The original document of the competent authority confirming their presence in the area during the period of lockdown, isolation or ban for transportation. The certificate must contain information such as: legal seal, length of stay, date of confirmation,...

- In some special cases, the receiving unit may ask agent/ passenger to provide all of the above documents.

- Units scan/ save relevant documents and submit them with sale report.

  • For relatives of passengers (including parents, children, husband/ wife, siblings)

- Identity documents in validity;

- Document certifying relationship with passengers such as: marriage certificate, birth certificate, household registration.

6. LIST OF SUPPORT ROUTES

For each area, specified routes shall be applied, according to the attached list of areas appendix (See details in item 7).

Support other segments under the same Passenger Number Record (PNR) or other adjacent segments PNR departing within 72 hours from the departure time of the flight segment specified in the appendix.

7. LIST OF LOCKDOWN, ISOLATED AREAS

Refer to list of lockdown, isolated areas HERE.

8. NOTE

- For combo, card,…: in case of full occupancy of equivalent cabin, you are allowed to rebook commercial tickets, fare difference if any.

- For Combo combined with hotel: refund/ rebook with free for flight ticket.

- For cases of rerouting from unsupported routes to supported ones or re-name from unsupported passengers to supported ones with history carrying-out from the updated date in the list of section 6 shall not be supported as policy.

III. POLICY FOR CANCELLED, DELAY FLIGHTS IN THE COVID PERIOD

1. FOR DELAYED, CANCELLED FLIGHTS DUE TO COVID PANDEMIC

List of flight routes: Ho Chi Minh City – Van Don and vice-versa (up to February 03, 2021) 

Effective date: flights from January 29, 2021, request for refund from January 28, 2021 up to next notice.

Condition: delayed, cancelled flights due to Covid-19.

Support with the following cases:

– Affected flight segment and the other within the same Passenger Number Record (PNR)

– For adjacent flight segment with different PNR departing within 72 hours before departure time of the affected flight.

Rebook/ reroute

– Rebook new flight with free of charge, free of fare difference apart from the original flight under 72 hours (or the nearest flight with availability if there is not any flight within 72 hours)

– Rebook new flight with free of charge, plus fare difference if any apart from the original flight over 72 hours

– Allow to rebook equivalent flight segment. Refer to list of equivalent routes HERE.

Refund, credit shell account

– Refund with free.

– Comply with refund at section I.

2. FOR OTHER FLIGHT ROUTES DELAYED, CANCELLED, OTHER EARLY, LATE DEPARTURE.

Effectiveness: Departure from February 04, 2021 with request for refund, cancellation February 04, 2021 until the next notice.

Condition: 

– Cancellation without alternative flights.

– Or early departure from 02 hours.

– Or late departure from 04 hours.

Support the following cases:

– Affected flight segment and the other within the same Passenger Number Record (PNR).

– For adjacent flight segment with different PNR departing within 72 hours before departure time of the affected flight.

Rebook/ reroute

– Rebook new flight with free of charge, free of fare difference apart from the original flight under 72 hours (or the nearest flight with availability if there is not any flight within 72 hours)

– Allow to rebook equivalent flight segment. Refer to list of equivalent routes HERE.

Refund, credit shell account

– Refund with free.

– Comply with refund at section I.

IV. SUPPORT POLICY FOR PASSENGERS FLYING FROM THE PANDEMIC AREA AND THE ONES WORKING IN HEALTH AND MILITARY (NOT ELIGIBLE TO SUPPORT AT SECTION II)

1. PASSENGER FLYING FROM PANDEMIC AREA

Effectiveness: Passengers who are subject to concentrated isolation or health quarantine/ monitoring at home because of travelling from the epidemic zone with domestic flights of Bamboo Airways and are not eligible for refund/ cancellation/ change under Section II.

Rebook, reroute:

  • Condition and deadline of request

– Request from February 05, 2021 and at least 12 hours before original departure time.

– Free of rebook charge, plus fare difference if any.

  • Effective flight date: From February 06, 2021 to October 30, 2021 or upon flight schedule at the time of change.

Re-name: Free of charge

Refund: 

– A fee of 200,000VND/ pax/ segment (excludes VAT)

Comply with refund at section I.

Required documents for refund/ rebook

– Identified document in validity, document certified by local authority with full information such as: legal seal, signature of competent authority, date of issuance.

– Units scan/ save relevant documents and submit them with sale report.

List of supported flight routes 

– The flight segment originates from the province/ city in the epidemic area where the passenger is living and working or the nearby province/ city.

– Allowed to support other segment within the same Passenger Number Record (PNR) or adjacent flight segment with different PNR departing within 72 hours before departure time of the affected flight. 

Note

For combo, card,…: in case of full occupancy of equivalent cabin, you are allowed to rebook commercial tickets, fare difference if any.

For Combo combined with hotel: refund/ rebook with free for flight ticket.

For cases of rerouting from unsupported routes to supported ones or re-name from unsupported passengers to supported ones with history carrying-out from February 05, 2021 shall not be supported as policy.

2. PASSENGERS WORKING IN HEALTH, MILITARY

Scope/ Effectiveness: Passengers working in Health or Military có lệnh tham gia hỗ trợ địa phương phòng chống dịch, bay chuyến bay nội địa của Bamboo Airways và có thời gian bay trùng với thời gian điều động

Rebook/ reroute:

– Condition and deadline

  • Request from February 05, 2021 and at least 12 hours before original departure time.
  • Free of rebook charge, plus fare difference if any.

– Effective new flight date: From February 06, 2021 to October 30, 2021 or upon flight schedule at the time of change.

Re-name: Free of charge

Refund: 

– A fee of 200,000VND/ pax/ segment (excludes VAT)

Comply with refund at section 2.1.

Required documents for refund/ rebook

– Identified document in validity, document certifying occupation and the certificate of the head of the unit relating to the mobilization order.

– Units scan/ save relevant documents and submit them with sale report.

List of supported flight routes 

– The flight segment originates from the province/ city in the epidemic area where the passenger is living and working or the nearby province/ city.

– Allowed to support other segment within the same Passenger Number Record (PNR) or adjacent flight segment with different PNR departing within 72 hours before departure time of the affected flight. 

Note

For combo, card,…: in case of full occupancy of equivalent cabin, you are allowed to rebook commercial tickets, fare difference if any.

For Combo combined with hotel: refund/ rebook with free for flight ticket.

For cases of rerouting from unsupported routes to supported ones or re-name from unsupported passengers to supported ones with history carrying-out from February 05, 2021 shall not be supported as policy.

V. AMENDMENT FOR COVID PERIOD IN THE 2ND QUARTER OF 2021

Scope: 

– Applicable to domestic flights with departure time on tickets from June 1, 2021 to June 15, 2021

Validity:

– Applicable for changes/refunds/cancellations made from 00:00 on June 1, 2021 to the end of June 15, 2021

Rebook/ reroute:

  • Conditions and timeline for receipt

– Request at least 03 hours before the departure time of each flight sector on the previous ticket: free of change, fare difference if any.

Request within 03 hours and after flight date: upon normal fare conditions.

  • Effective new flight date: From June 1, 2021 to October 30, 2021

Name change: 

– For tickets that are allowed to be renamed: a fee of 100,000 VNĐ/pax/segment.

– For tickets that are not allowed to be renamed: retained

– Request at least 03 hours before the first departure time on the ticket, the fee does not include VAT, applicable to1 adult or child from 2 years old and above.

Refund:

 At least 03 hours before departure time of each segment on previous ticket: a fee of 200,000VND/pax/segment (excludes VAT)

– Within 03 hours and after flight date: upon normal fare conditions.

– Comply with the Refund Regulations in section I.

Note

For combo, card,…: in case of full occupancy of equivalent cabin, you are allowed to rebook commercial tickets, fare difference if any.

For Combo combined with hotel: valid for flight ticket only.

– Refunds under this policy are not applicable to changes from unsupported to supported flight period with history changes from June 1, 2021.

For details, please contact our agents, ticket office or Call Center: 1900 1166 – Email: [email protected]