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Special Services - Thai VietJet(VZ)

 Special services:
a. We will endeavor to honor the special requests of passengers stated at the time of booking in accordance with our capabilities. We will notify passengers if we cannot provide such special services. The special requests of passengers will be confirmed after we have consulted these Conditions of carriage or after passengers have fulfilled the procedures as required by these Conditions of carriage. In regard to requests for special services at the airport, we will check the service conditions and confirm with passengers if they will be carried. However, we hold no liability for any loss, charge, violation to the contracts, or any other damages arising out of our inability to provide services in accordance with the advance requests of passengers.
b. Passengers with difficulties in movement and request of any special services should inform our ticket offices or Hotline at least 48 hours before the scheduled departure time to arrange special assistance devices upon requests. We will carry the passengers provided that we can arrange special conditions to satisfy the passengers’ special requests. If do not inform us at the time of your special needs, we will nevertheless use reasonable efforts (see**Note**) to accommodate your special needs If passengers fail to inform us in advance about the need of special services, we only try to provide the passengers the special requests if any.
c. For safety reasons, we only carry maximum four (04) passengers with limited movement ability on the same flights, in which maximum two (02) passengers with limited ability to go up and down the staircase of the aircraft. We do not provide movement supporting device on the cabin.
d. We may require passengers to have a companion for safety reason or if passengers cannot escape in emergency circumstance or passengers are not able to understand the safety instructions on flight. Passengers accompanying the passengers who are unable to escape when emergency must be older than 18 and healthy enough to be able to help the accompanied passengers to escape.
e. With regards to some special services we provide, we may, at our discretion, levy a charge for the provision of these services and passengers may be requested an accompany passenger.
 
TVJ classifies passengers with limited movement capability into 3 categories below
a. WCHR: Passengers requiring wheelchair for ramp are passengers who can ascend/ descend steps and make own way to/from cabin seat, but requiring assistance for distance to/from aircraft across ramp. The maximum number of WCHR on each flight: 04 passengers
b. WCHS: Passengers requiring wheelchair for steps are passengers who cannot  ascend/ descend steps, but are able to make own way to/from cabin seat, requiring assistance for distance to/from aircraft across ramp and up/down steps. The maximum number of WCHS on each flight: 02 passengers. The total number of WCHR and WCHS maximum on each flight: 04 passengers
c. WCHC: Passengers requiring wheelchair for cabin are passengers who are completely immobile, requiring assistance to/from aircraft, up/down steps and to/from cabin seat. In case passengers require wheelchair equipment on board, TVJ is unable to accept carriage. In case passengers do not require equipment on board, apply as WCHS
d. Conditions of acceptance: for WCHS and WCHC, passengers must be accompanied by an escort.
 
Other special assistance:
Acceptance for carriage of young passenger travelling alone (YPTA – on domestic flights only), Blind (BLND)/Deaf (DEAF) passengers, passengers with illness or other passengers requiring special assistance is subject to prior arrangement with us (at least 48 hours before schedule time of departure by TVJ/VJC ticket offices or hotline) and in accordance with Our Regulations.
a. DEAF/BLND is a passenger with severe hearing and vision impairment and can only move around with the help of an accompanying person. The maximum number of DEAF/BLND passengers on each flight: 05 passengers.
b. Conditions of acceptance: passenger must be accompanied by an escort. The name of escort must be given to us provided that such escort must be traveling and accompanying such passenger in the same flight; otherwise, we reserve the right to deny boarding and refund airfare to such passenger.                          
 
Passengers requiring stretcher, oxygen (STCR/OXYG)
a. STCR is a service providing stretcher to passenger on board.
b. OXYG is a service providing oxygen to passenger on board.
c. Conditions of acceptance: TVJ does not provide STCR/OXYG service. Passenger own Oxygen is forbidden on all flight of TVJ due to CAAT DGR regulation.
 
** Note**
- Requests must be made at least 48 hours before STD.
- Special service for passenger are only accepted via Ticket offices (include TVJ, VJC ticket offices and outsourced) and Call center
- Passengers health is well enough to make the flight. In case of illness, passengers must complete medical clearance according to "Provisions for passengers require medical clearance before flights" to ensure healthy enough to make the flight
- In  case  that  passengers   have  not  requested  a  special service for wheelchairs, BLND and/or DEAF  in advance and require special services at the airport, TVJ Representative / SM  will check the conditions of acceptance, given  the condition that passengers’ escort must be accompanying to provide the assistance during the flight and boarding, based on the passenger's status and the actual situation at departure/ arrival terminals, then make the decision to accept or refuse carriage. 

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Special Passenger

Adults

Children

Infants

Booking Center

Hotline:
+84 1900 1886

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Passengers who aged from 12 years to under 14 years on the date of departure, traveling alone with conditions of acceptance:
· Accept carriage YPTA only on domestic flights.
· Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
· YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the declaration of indemnity form.
· YPTA are required to have someone to take/ pick up at departure and arrival terminal

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Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance:
· CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

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Infants (INF):
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
· Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require formedicalclearance (as Passengers required for medical clearance before departure)
· We refuse carriage INF under 14.
· INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF;Passengers required for medical clearance before departure.
· Each adult traveling with 01 INF and INF sists on an adult’s lap.
- The maximum number of INF on each flight depends on individual aircraft.

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1. Wheelchair service:
a. Wheelchair service is a service offered to disabled or medical passengers with reduced mobility, including:
- Passengers requiring wheelchair for ramp (WCHR) are passengers who can ascend/ descend steps and make own way to/from cabin seat, but requiring assistance for distance to/from aircraft across ramp
- Passengers requiring wheelchair for step (WCHS) are passengers who can not ascend/ descend steps, but are able to make own way to/from cabin seat, requiring assistance for distance to/from aircraft across ramp and up/down steps
- Passengers requiring wheelchair for cabin (WCHC) are passengers who completely immobile, requiring assistance to/from aircraft, up/down steps and to/from cabin seat

b. Conditions of acceptance:
- Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
- Passenger’s health are well enough to make the flight. In case of illness, passengers must complete medical clearance to ensure healthy enough to make the flight (as Passengers required for medical clearance before departure).
- The maximum number of passengers requiring wheelchair on each flight is limited depend on individual service.
- Passengers requiring wheelchair for step(WCHS): be accepted when travel with accompanied passenger, who is from 18 years of age or older, healthy enough to assist WCHS passengers up/down steps and on board; each accompanied passenger is accepted to travel with only 01 WCHS.
- Passengers requiring wheelchair for cabin (WCHC): We do not provide wheelchair equipment on board; If passengers agree with the condition: we accept for carriage as WCHS.

2. Service for Blind passengers (BLND):
a. Service for Blind passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied BLND passenger: We accept for carriage of accompanied blind passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist BLND passengers; Each accompanied passenger is accepted to travel with 02 BLND.
- For unaccompanied BLND passenger: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• BLND passengers who are able to self-service in all itinerary is accepted carriage.
• BLND passengers must have assistance from relatives at departure and arrival terminal.

3. Service for Deaf passengers (DEAF):
a. Service for deaf passengers is a service offered to passengers, who lost the ability to sense the visual partly or completely, and need special supports.

b. Conditions of acceptance:
- For accompanied DEAF passengers: We accept for carriage of accompanied deaf passenger as normal passenger; accompanied passenger is required from 18 years of age or older, healthy enough to assist DEAF passengers.
- For unaccompanied DEAF passengers: 
• Requests must be made at least 24 hours before departure time via VietJet Ticketing office or Call center.
• DEAF passengers who are able to self-service in all itinerary is accepted carriage

4. Extra seat service (EXST):
a. Extra seat service is a service offered to passengers, who are oversized, require 2 adjacent seats on board in the same flight; or the service offered to passengers requiring 2 adjacent seats for more convenient.

b. Conditions of acceptance:
- Please contact with our ticketing offices, agents, Call center for EXST requirement.
- Application fare as passenger book 1 more ticket at the time of booking service.

5. Pregnant women (PREG):
Pregnant women are required to inform us at the check-in counter and satisfied conditions below:
a. Pregnant women are required to sign the waiver of responsibility form.

b. Pregnant women over 27 weeks – 32 weeks:
- Passengers present maternity certificate form satisfy conditions following:
• The certificate is confirmed by maternity doctor.
• The certificate must not be more than 7 days old from the date of travel
• Health diagnosis of pregnant and fetus are good enough to make the flight. In case Health diagnosis of pregnant and fetus are not good enough to take the flight, are required to complete medical clearance (as Passengers required for medical clearance before departure)

c. Pregnant women over 32 weeks: We refuse carriage.

d. Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal: are required to complete medical clearance (as Passengers required for medical clearance before departure)

6. Passengers required for medical clearance before departure:
a. Passengers required for medical clearance before departure is a passenger who has at least one of the criteria below: 
- Passengers who are unable to care for themselves during the flight due to mental problems
- The injured passengers, illness or health condition can cause seriously impact to the other passengers on the flight.
- Pregnant passengers, include: Pregnant with twin or more children; or being pregnant by artificial insemination; or fetal evolution is abnormal.
- Infants with unusual health status or prematurely born children
- Passengers who might have their medical condition aggravated during the flight: lung diseases, ear or nose diseases, newly broken bone, newly surgery, newly being pregnant by artificial insemination, serious allergy, etc.
- Passengers with contagious disease: chicken pox, pulmonary tuberculosis, measles, parotitis, etc

b. Conditions of acceptance: 
- Conditions of accompanied passengers:
Being able to move and care for himself during the flight, accept carriage without accompanied passengers
Being unable to move and care for himself/herself during the flight: accept carriage when travel with accompanied passengers, who is from 18 years of age or older, healthy enough to assist passengers; each accompanied passenger is accepted to travel with only 01 passenger required for medical clearance before departure.
- Condition of health examination: passengers are required to complete health certificate with condition following:
• Health certificate from medical centers following:
 In Vietnam: General and specialized hospitals at central, provincial, city, district or equivalents; private and international hospitals; international general clinic.
 In other countries: Medical central with legal status licensed by authorized authority to operate in local countries.
• Health certificate according to our form Health certificate
• The date of diagnosis must not be more than 7 days from the date of travel
• Refusing carriage:
 Prognosis will get worse for the anticipated trip and/or 
 Passengers’ medical might offensive to other passengers.
• Pregnant women are required to sign the waiver of responsibility form.

7. Infants; Children; unaccompanied minors; young passengers traveling alone:
a. Infants (INF): 
- Infants are passengers who aged under 02 years on the date of departure.
- Conditions of acceptance:
• Infants with usual health status. In case of Infants with unusual health status or prematurely born children are require for medical clearance (as Passengers required for medical clearance before departure)
• We refuse carriage INF under 14.
• INF are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special assistance as WCH; BLND; DEAF; Passengers required for medical clearance before departure.
• Each adult traveling with 01 INF and INF sists on an adult’s lap.
• The maximum number of INF on each flight depend on individual aircraft.

b. Children (CHD):
- Children are passengers who aged from 02 years to under 12 years on the date of departure.
- Conditions of acceptance: 
• CHD are required traveling with accompanies, who is from 18 years of age or older, is not passenger requiring special.
• An adult travel with maximum: 1 INF and 1 CHD under 6 years old; or 02 CHD under 6 years old; CHD from 6 or older: no limitation.

c. Unaccompanied minors (UM):
- Unaccompanied minors, who aged from 02 years to under 12 years on the date of departure, traveling alone.
- We do not provide UM service.

d. Young passengers traveling alone (YPTA):
- YPTA are passengers, who aged from 12 years to under 14 years on the date of departure, traveling alone.
- Conditions of acceptance:
• Accept carriage YPTA only on domestic flights.
• Requests must be made at least 24 hours before departure time via VietJet Ticketing offices and Call center.
• YPTA are accepted carriage provide Parents/ Guardian complete the Registration for young passenger travel alone form and sign the waiver of responsibility form.
• YPTA are required to have someone to take/ pick up at departure and arrival terminal

8. Baby bassinet on board service; Stretcher service; Oxygen service: We do not provide these services.

9. Elderly passengers:
- Elderly passengers who are 60 years old or older.
- In case of elderly passengers require special assistance, apply correspondence conditions of acceptance.

Contributed – to – Revolution passengers, disabled passengers, elderly passengers, pregnant women and passengers travel with infant are served with priority at Vietjet ticketing offices, airport and onboard.

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