Frequently asked questions

Step 1: Please send to the email [email protected] to request for modifying contact in PNR as Modification-form.

Please use registered email for booking to authenticate.

Step 2:  Bamboo Airways will send email to confirm your modification.

* Note: time to modify your contact in PNR:
– For international flights: 08 hours prior to scheduled departure time.
– For domestic flights: 07 hours prior to scheduled departure time.

1. Via email
   – Please send to the email [email protected], attaching identity card/ passport of the current passenger & new passenger.

– Please use registered email to authenticate. Bamboo Airways will send email to confirm name modification with fee (if any).
– Please respond to our email email or hotline call 19001166 to confirm your agreement.
– Please pay name change fee at Bamboo Airways’ airport ticket office.

2. Via Bamboo Airways’ ticket offices 

– Please come to the nearest ticket office for more details with your identity card/ passport, PNR.

* Note: time to modify your name:
– For international flights: 08 hours prior to scheduled departure time.
– For domestic flights: 07 hours prior to scheduled departure time.

1. Via website – My bookings

– Click “my bookings”, input your information.

– Select “change flight”/”rebook flight”

– Select new flight date /Search

– Select flight

– Pay via credit card or domestic card (NAPAS).

2. Via Bamboo Airways’ ticket offices

Please come to the nearest ticket office for more details with your identity card/ passport and email confirming successful booking.

* Note: Any amendment of booking, itinerary is applied based on fare conditions.

1. Via website – My bookings

– Click “my bookings”, input your information.

– Select “change flight”/”rebook flight”

– Select new flight date /Search

– Select flight

– Pay via credit card or domestic card (NAPAS).

2. Hotline

– Please contact hotline 19001166 with registered phone number to authenticate.

– Bamboo Airways will inform fare (if any) and payment options. Please check information and confirm.

3. Via Bamboo Airways’ ticket offices

– Please come to the nearest ticket office for more details with your identity card/ passport and email confirmed successful booking.

* Note:

– Time to request new itinerary: 03 hours prior to scheduled departure time.

– Any changes can be paid from initial ticketed point or Bamboo Airways’ official ticket offices.

– In order to request a refund, please complete refund form and send email to [email protected] or contact the Bamboo Airways ticket offices for assistance.

– Depending on the fare rules, the refund may not be allowed or a refund fee may be applied.

– Refund amount shall be transferred to the used card or account for your booking.

– If you send refund request via email, you should use registered email for your booking, unless the request is not accepted.

– For “pay later” by cash at ticket office or bank subsidiary, please come to Bamboo Airways’ offices in Vietnam to refund.

For ticketed booking, you can book extra services as following:

1) Website:

– If you booked via website, you can change booking and pay directly via tab My bookings which allows to manage your booking (see flight status, change flight date/time, select seat, change contact, buy extra baggage, upgrade fare… and pay ticket) by inputting your PNR and last name.

2) Agent:

You can contact your initial agent to change your booking, book extra services and settle payment.

3) Ticket office

– You can come to the nearest Bamboo Airways’ ticket office with your identity card/ passport and email confirming successful booking (airport ticket office/ city ticket office) to change booking and pay at least 03 hours before scheduled departure time.

* Note: Any amendment of booking, itinerary is applied based on fare conditions.

4) Call center:

– You can call our Call Center 1900 1166 to request for booking modification and pay at airport ticket office/ city ticket office at least 03 hours prior to scheduled departure time.

Traditional Channel (Offline)

Northern region: [email protected]
Central region: [email protected]
Southern region: [email protected]

Online channel

Nation-wide: [email protected]

– Domestic flights: Hall A – Domestic Terminal T1:

Check-in Counters A15 – A24.

– International flights: Hall B, Counters D1 – D4.

At hall T1, counters from G7 to G12.

Please request via call center : 19001166 or email [email protected] at least 24h prior to scheduled departure time.

– At Bamboo Airways’ Ticket offices.

–  At airports: at least 2h prior to the first flight of the day and at maximum 1h after the last flight of the day.

– Bamboo Airways’ agents nationwide.

Please send the following information to email: [email protected] so that we can support your case:

– Cardholder’s name – phone number,
– Card number (first 6 numbers and last 4 numbers) – not bank account,
– Payment time,
– Itinerary,
– Image of Bank statement/ Invoice/ Transaction.

Please refer to the below table:

Note: The above fees do not include VAT.

– Upgrade fee at the airport is applied to 01 adult or child (from 02 to 11 years of age) passenger /1 segment, is free for accompanying infants (under 02 years of age). In case the upgrade for adult and accompanying infant leads to total number of infants in the cabin exceeding the number allowed: class upgrade shall not be accepted.

– Applied at airports within 03 hours prior to scheduled departure time.

– Services available after upgraded: include standard services for Business class, except:

• Refund/Cancellation, Rebook/Reroute: based on the original fare rules.
• Meals: based on standards of original fare class. Business class meals are served depending on catering capabilities at the time of class upgrade.

See more details.

Option 1: Send request via email  [email protected] (within 72 hours from the time of ticket issuance)

VAT e-invoice shall be sent to the email registered on our website.

Option 2: VAT e-invoice is issued via My bookings

Retrieve your booking via My bookings , then Click “Hóa đơn” and fill information “thông tin công ty”, “mã số thuế”.

After that, you can get invoice via registered e-mail. Please download e-ticket stated tax code.

*If you purchased ticket via agent, your agent is responsible for issuing invoice as your request.

In the process of booking and payment, the must-pay amount is inclusive of tax and fee.

Please access website: https://www.bambooairways.com/vn-en/web-check-in/  and follow instructions. Online check-in is currently available at the following airports: Noi Bai, Tan Son Nhat, Nha Trang, Da Nang.

After receiving e-ticket, you may print in or save on your mobile phone. Upon check-in at the airport, you are required to show e-ticket for check-in.

– For “Pay now” form of payment: A fee of 55,000 VND/ segment if you pay at official ticket offices of Bamboo Airways.
– For “Pay later” form of payment: If you make bookings on our website and choose “Pay later” then pay directly at official ticket offices, ticketed fee is not applied.
– At authorized counters, the fee is based on each counter’s policy. (See details here)

The banks do not refund to individual accounts but in settlement periods. Paid amount shall be transferred back to the card used to pay for your ticket.

Please send your request to email bellow:

 With the following information:

– Flight date, time
– Passenger information
– Phone number of booker.

Depending on the actual flight time (measured from takeoff to landing), the airline has the following regulations:

For Economy class:

• Actual flight time < 2 hours: Beverage service
• Actual flight time ≥ 2 hours: Cold light meal service during the following time frames:
– Breakfast: From 5:30 am – before 08:00 am
– Lunch: From 11:00 am – before 01:30 pm
– Dinner: From 5:30 pm – before 8:00 pm
– Beverage service during the remaining time frames.

For Business class:

• Actual flight time < 1 hour 30 minutes: Beverage service
• Actual flight time from 1 hour 30 minutes to under 2 hours: Light meal service
• Actual flight time ≥ 2 hours: Hot meal service. For flights between Hanoi and Ho Chi Minh City, a hot meal is served during the following time frames:
– Breakfast: From 5:30 am – before 08:00 am
– Lunch: From 11:00 am – before 01:30 pm
– Dinner: From 5:30 pm – before 8:00 pm
– Light meal service during the remaining time frames.

Yes, passengers can carry cooked baby food and a maximum weight of 2.5 kg of dry ice.

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.

You may carry those devices in check-in baggage.

Please refer to details of our luggage policies here.

Right after registering successfully for Bamboo Club membership, members can start accruing miles. Your membership will be upgraded to Emerald after making 01 flight in Bamboo Business Flex/ Business Smart or Bamboo Premium Flex/ Premium Smart or Bamboo Economy Flex/ Economy Smart/ Economy Saver.

From 1^st July 2020, Bamboo Club applies new policy: physical membership card will be issued for tiers Diamond and First. Gold and Emerald physical membership cards will be issued if requested, with a fee of 50,000 VND/card.

For all 4 membership tiers, if you do not request new issuance/re-issuance, you can accrue points by logging in to your Bamboo Club account and using the picture of your digital membership card. To learn more about how to request new issuance/re-issuance of physical membership cards, please see here.

Please send request to email: [email protected] so that we can assist as soon as possible.

Children from 2 years to under 12 years of age at the time of travelling on the 1st segment of itinerary are charged 75% of adult base fare.

Infants under 2 years of age (before 2nd birthday up to the date of flight) are charged 100,000VND/infant (VAT excluded).

Infants sit on an accompanying adult’s lap. Seat for infant is not provided in the cabin.

Pursuant to Official Letter No. 38 of Civil Aviation Authority of Vietnam (CV38 / CHK-ANHK dated January 4, 2019), Vietnamese passengers under 14 years of age (Child / Infant) without passport or attached in parents’ passport could use one of following documents:

– Birth Certifying (infants under one (01) month old).
– Certifying form by a social organization for children under the patronage of that organization. This certifying form shall be valid within 6 months since the date of confirmation.

For infants under 2 years of age, name change is free of charge. Children are charged as adult passengers for name change. Please see details here.

Children under 14 years of age unaccompanied by parents must have authorization letter from parents.

You can go to state authorities (ward committee) to get authorization letter or carry verification documents directly to official ticket offices of Bamboo Airways and verify as the child’s family.

Passengers under 14 years of age checking in at the airport should present following documents:
– Travelling with parents: carry Birth Certifying Form to check-in.
– Travelling with relatives: carry Birth Certifying Form + authorization letter from parents.
– For unaccompanied minor(s), please refer to the link: https://www.bambooairways.com/vn-en/travel-information/passenger-info/travelling-with-kids/.

For details, please visit the link https://talent.bambooairways.com/ or email: [email protected] or contact the HR hotline: 0243 2333233/ text 1303 to get support.

Currently, procedure of online check-in is only available on domestic flights operated by Bamboo Airways, departing from Noi Bai (HAN), Da Nang (DAD), Tan Son Nhat (SGN), Nha Trang (CXR), Con Dao (VCS), Phu Quoc (PQC) airports.

Passengers can process online check-in from 24 hours to 1 hour before departure.

* Note: Online check-in does NOT apply to the following cases:
– Passengers requesting special services (except for special meals).
– Passengers who are refused of transportation, or deported.
– Passenger travelling with children under 02 years old or pregnant passengers.
– There are more than 9 passengers in the same booking code.

Passengers arriving at the airport from the time check-in counter is closed to 30 minutes after flight departure can continue their itinerary on the next flight (if there are available seats), departing no more than 48 hours after the previous flight.

Bamboo Business fare class, combo ticket, same price: a fee of 500,000 VND/pax/segment/late check-in.

* Note: The above fee does not include VAT.

In fact, flight fare varies by flight time, the time of booking and fare class you choose.

To book good flight fare, you should book around 2-3 months before scheduled flight date. Normally, the nearer to the flight date, the higher the fare. Flights in early morning or late night are better in fare than peak hours.

Depending on the airline, round trip fares can be around 75% – 80% of a one way fares.

With Bamboo Airways, you can change name of passenger on purchased ticket with a fee.

See details about our name change policy here.

Our reservation system allows booking and ticketing at least 3 hours prior to departure for domestic flights and at least 4 hours prior to departure for international flights.

In case of urgency, you can purchase last-minute tickets at our Airport Ticket Office at least 45 minutes prior to departure.

In case you lost your identification documents, you can still be accepted onboard if you can present a confirmation of identity with photo and sealed by the police department in your place of residence.

After successful booking, you will receive a PNR and e-ticket in the email address used when booking.

You only need to save the PNR to your phone, write it down or remember it. In whatever form of record, you would need to have the exact PNR for check-in at the airport.

No-show is a status when passengers have purchased ticket and received booking confirmation but for any reason fail to make the flight.

If you have round-trip ticket or multiple flight segments in one PNR but miss the first flight and wish to take the returning flight or the following segments in the itinerary, you must inform Bamboo Airways within 30 minutes after the departure time of the first flight.

If Bamboo Airways does not receive notification from you and/or you notify us later than 30 minutes after the departure time of the first flight, we will cancel your reservation on the remaining flights of the itinerary. Therefore, please do not hesitate to contact us to get support:

Option 1: Contact out hotline 19001166 or email [email protected]

Option 2: Notify directly to our airport staff

Option 3: Contact our airport ticket offices

Option 4: Contact our ticket offices in Hanoi and Ho Chi Minh City.

Bamboo Airways returns tax for passengers from 12 to 16 years old having economy-class ticket(s) on flights departing from the United Kingdom. For more information, please contact out hotline 19001166 or email [email protected].

Child passengers are from 02 to 12 years old (have not reached their 12^th birthday) until the departure day of the first flight in the itinerary and shall be served by the standards for 02-to-12-year-old passengers. Condition: the entire itinerary must be ticketed in the same ticket and the time from the first flight’s departure to the last flight must not exceed 01 year.

– For itineraries including only flights operated by Bamboo Airways: Infants are passengers under 02 years old (have not reached their 2^nd birthday) until the departure day of the first flight in the itinerary and shall be served by the standards for infant passengers. Condition: the entire itinerary must be ticketed in the same ticket and the time from the first flight’s departure to the last flight must not exceed 01 year.

– For itineraries including flights operated by Bamboo Airways and other airlines: Infants are passengers under 02 years old (have not reached their 2^nd birthday) until the departure day of each flight in the itinerary and shall be served by the standards for infant passengers on each flight of the itinerary.