Policy for the Covid-19 pandemic period in 2022

23rd January 2022 - 18:20

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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, 2022;

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 22, 2022 until next notice.

Effective flight routes: All Viet Nam domestic routes operated by Bamboo Airways (For international flights, refunds will be applied as usual).

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

Discontinued for requests from 10:30 a.m. on January 22, 2022.

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

List of flight routes: All routes operated by Bamboo Airways

Effective date: flights from January 22, 2022, request for refund from 10:30 a.m. on January 22, 2022 up to next notice

Condition:

– Delayed, cancelled flights due to Covid-19;

– Or early the flight from full 02 hours or more;

– Or delay the flight from full 04 hours or more.

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)

– Allow to rebook equivalent flight segment (Refer to the equivalent leg in the document “Regulations on changing passenger transport documents”).

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)

Discontinued for requests from 10:30 a.m. on January 22, 2022.

V. SUPPORT POLICY FOR PASSENGERS FLYING FROM/TO CON DAO

Expires from June 1, 2021.

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

Expires from June 16, 2021.

VII. SUPPORT FOR FREE TICKET CHANGE AT THE AIRPORT

Expires from July 15, 2021.

VIII. SUPPORT FOR PASSENGERS IS F0

Scope/ Effective Date: flights from January 22, 2022, request for refund from 10:30 a.m. on January 22, 2022 up to next notice

– Applicable for passengers who are F0

– Requests for refunds and exchanges will be accepted from January 22, 2022, requests received before departure time, valid verification documents must be returned no later than 24 hours after departure time.

Documents required for free refund/cancellation support

– For passengers: Confirmation of being positive for Covid-19 from the hospital / medical center of ward / district or licensed medical facilities for Covid-19 testing, including the time of receipt confirm the test results between the time of ticket issuance, before departure time and no more than 14 days before departure time.

– For passengers’ relatives: Not applicable

– Receiving place: scan/save relevant documents and submit with sales report

List of flight routes: All routes operated by Bamboo Airways.

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