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CÔNG TY CỔ PHẦN HÀNG KHÔNG TRE VIỆT
AIRPORT SERVICE MANUAL
Manual Code: BAV-ASM

Issue Number: 03 Issue date: 20 Nov 2021
Revision Number: 01, Revision date: 01 Oct2022
This manual is uncontrolled copy when printed

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20 Nov 2021
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GENERAL

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0.1 TABLE OF CONTENTS 20 Nov 2021
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TABLE OF CONTENTS
56T 56T GENERAL ..................................................................................0-1
56T 56T
TABLE OF CONTENTS ............................................................... 0.1-1

LIST OF TABLES ......................................................................... 0.2-1
LIST OF FIGURES....................................................................... 0.3-1
LIST OF EFFECTIVE PAGES ..................................................... 0.4-1
LIST OF TEMPORARY PAGES................................................... 0.5-1
LIST OF NORMAL REVISIONS ................................................... 0.6-1
LIST OF TEMPORARY REVISIONS ........................................... 0.7-1
LIST OF SIGNIFICANT CHANGES ............................................. 0.8-1
LIST OF TEMPORARY SIGNIFICANT CHANGES...................... 0.9-1
LIST OF DISTRIBUTIONS ......................................................... 0.10-1
ABBREVIATIONS ...................................................................... 0.11-1
DEFINITIONS ............................................................................ 0.12-1
56T 56T ADMINISTRATION AND CONTROL OF OPERATIONS
56T
MANUAL ....................................................................................1-1
56T
INTRODUCTION.......................................................................... 1.1-1
SYSTEM OF AMENDMENT AND REVISION .............................. 1.2-1
56T 56T PASSENGER HANDLING .........................................................2-1
56T 56T
PASSENGER DEPARTURE ........................................................ 2.1-1

PASSENGER SECURITY ............................................................ 2.2-1
PASSENGER ARRIVAL, TRANSFER AND TRANSIT ................ 2.3-1
HANDLING OF SPECIAL PASSENGER ..................................... 2.4-1
OTHER SPECIAL CATEGORIES OF PASSENGERS ................ 2.5-1
PASSENGER IRREGULARITIES ................................................ 2.6-1
CHECK-IN IRREGULARITY AND FLIGHT DISRUPTIONS ......... 2.7-1
56T 56T BAGGAGE HANDLING .............................................................3-1
56T 56T
GENERAL CONDITIONS OF CARRIAGE ................................... 3.1-1

CABIN BAGGAGE ....................................................................... 3.2-1
CHECKED BAGGAGE................................................................. 3.3-1
SPECIAL BAGGAGE ................................................................... 3.4-1
BAGGAGE HANDLING ................................................................ 3.5-1
BAGGAGE SECURITY ................................................................ 3.6-1

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BAGGAGE MISHANDLING ......................................................... 3.7-1

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0.2 LIST OF TABLES 20 Nov 2021
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LIST OF TABLES
Table 2.1- Check-in Timeline................................................................................ 2.1-4
Table 3.1- Cabin Baggage Allowance .................................................................. 3.2-1
Table 3.2 - Cabin Seat Baggage Limitation .......................................................... 3.4-3
Table 3.3 - Classes of Fragile Items ................................................................... 3.4-38
Table 3.4 - BAV Standard Arrival Baggage Delivery Timing............................... 3.5-18
Table 3.5 – BAV Damage Settlement Decision .................................................. 3.7-15
Table 3.6- Found Items Category ....................................................................... 3.7-26

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0.3 LIST OF FIGURES 20 Nov 2021
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LIST OF FIGURES
Figure 3.1 – Cabin Baggage Dimension ............................................................... 3.2-1

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0.5 LIST OF TEMPORARY PAGES 20 Nov 2021
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LIST OF TEMPORARY PAGES
Temporay
Section Page Issue/Rev Revision Date
Rev
Prepared by GO Reviewed by SQA APPROVED BY

Title: Manager Title: SQA Postholder Title: GO Postholder
Signature Signature: Signature
Name: Lai Lan Huong Name: Nguyen Trinh Binh Name: Truong Viet Cuong
Date: Date: Date:

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0.6 LIST OF NORMAL REVISIONS 01 Oct 2022
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LIST OF NORMAL REVISIONS

Issue number Revision number Effective date Approval
01 00 15Jun2019 CAAV
01 01 01Oct2019 CAAV
01 02 01Jan2020 CAAV
02 00 01 Sep 2020 CAAV
02 01 20 Dec 2020 CAAV
02 02 10 Jan 2021 CAAV
02 03 01 Feb 2021 CAAV
02 04 08 Apr 2021 CAAV
03 01 18 Nov 2022 CAAV

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LIST OF TEMPORARY REVISIONS

Temporary Revision
Issue/Rev number Effective date Approval
number

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0.8 LIST OF SIGNIFICANT CHANGES 20 Nov 2021
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LIST OF SIGNIFICANT CHANGES
Section/Items List of significant changes
2.1.1.1 Revision of content of the requirements to be displayed at the

airport ticket counter
2.1.1.3 Revision of content of preparation requirements at the check-in

counter.
2.1.2.3 Revision of content of the requirements for opening and closing

time of counters and departure gates
2.1.2.8 Revision of content of Check-in Types
2.1.2.10 Revision of content about the number of passengers traveling with

First and Diamond members of Bamboo Club to check in at
priority check-in counters
2.1.4 Revision of content about List of Dangerous items prohibited in

restricted areas and on the aircraft and List of dangerous items
restricted from carrying aboard aircraft as personal items or in
carry-on baggage
2.1.5 Change of title and revision of content about Documents Required

for Travel.
2.1.6.1 Add the title and content about General of Seat Allocation
2.1.6.2 – 2.1.6.4 Numbering revision
2.1.6.4 (i) Add the content about Instructions for handling in case of dirty
seats
2.1.6.5 Add the content about Jumpseat handling procedure
2.1.7.3 Revision of content of Check-in Process Summary
2.1.12 Revision of content of Passenger Boarding
2.2.2 Add the content about Disposal of Printed Documents
2.2.3 Change of title and revision of content about Counter and Area
Security
2.2.5 Revision of content of the assessment of Passenger Suitability for

Travel

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2.2.8 Revision of content about List of Dangerous items prohibited in

restricted areas and on the aircraft and List of dangerous items
restricted from carrying aboard aircraft as personal items or in
carry-on baggage
2.3.3.2.1 Revision of content about the order of disembarking passengers
2.3.4.2.2 Revision of content of the number of airports using the Ifly DCS
system.
2.3.4.2.3 Revision of content about International identical online transfer
2.4.1.4 Revision of content about Escort general requirement
2.4.2 Change of title and revision of content about Passengers with

Disabilities
2.4.2.3 Numbering revision and Revision of content about the maximum

number of WCHC on each flight
2.4.3 Numbering revision and Revision of content about informing

passenger about seat numbers of passenger and the EXST
2.4.4 Numbering revision
2.4.5.1 Numbering revision and Revision of content about General

definition of Passengers required medical clearance before
departure.
2.4.5.5 Add the content of Requirements of Advance Notification of

Passengers required medical clearance before departure
2.4.5.6 Revision of content of Assigning seat numbers to MEDA

passenger and companion (if any)
2.4.5.7 Add the content of Handling of PWDs not Requiring Medical

Clearance
2.4.6.1 Revision of content of Definition of Infant and Children.
2.4.6.2 Revision of content of Conditions of acceptance of Infant (INF),

Children (CHD), Unaccompanied Minor (UM) and Young
Passenger traveling alone (YP)

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2.4.8 Numbering revision and add the content of Passenger requiring

bassinet (BSCT)
2.4.9 – 2.4.12 Numbering revision
2.5.1.1 Revision of content of Category of VIPB, VIPC, VIPD passengers
2.5.1.4 Revision of content of Service Standards of VIPB, VIPC, VIPD,

CIP passengers
2.5.1.5 Revision of content of Handling procedure of VIP, CIP passengers
2.5.2.2 Revision of content of Member Privileges of Bamboo Club

members.
2.5.3.2 Revision of content of Business Class passenger Handling

procedure
2.6.3.2 – 2.6.3.4 Adding referenced content from the ASP document
2.6.4.1 – 2.6.4.4 Adding referenced content from the ASP document
2.6.5.3 Adding referenced content from the ASP document
2.7.1.6.5 (f) Revision of content of Flight distance list
2.7.1.7.6 Add the content of Report requirements in cases of delayed flight,

long delayed flight, Early departure flight and Cancelled flight.
2.7.1.8 Add the content of Irregular handling policy for flights departing
from UK
2.7.2.3 Revision of content of Handling procedure for denied boarding

passenger.
2.7.2.5 Revise the title: adding the content of Handling policy for denied
boarding passengers departing from UK
2.7.7 Revision of content of Handling of Late Show at Check-In Counter
2.7.8 Add the content of Handling of goshow/standby passengers in

case Economy class is full and Business class still has seats
available
2.7.10.2 Revision of content of rules will be used to determine which flights

can be oversold.
2.7.12.2 Revision of content of Service standards of Change of service

class

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2.7.16 Add the content of No-meal service
3.1.1 & 3.1.2 Numbering revision and minor text revision
3.2.1.2 Revision of content of Types of Cabin Baggage
3.2.1.3 Add the content of Cabin Baggage Allowance of BAV
3.2.2 Change of title and revision of content about Cabin baggage

acceptance
3.2.2.2 Numbering revision and revision of content about Cabin Baggage

Handling procedure at Check-In Counter
3.2.2.3 Numbering revision and revision of content about Cabin Baggage

Handling procedure at Boarding Gate
3.2.2.4 Numbering revision and revision of content about Accepting Cabin

Baggage into the Hold
3.3.1.1 Revision of content about Definition and General Terms of

Checked baggage.
3.3.1.2 Add the content of Conditions of Acceptance of Checked Baggage
3.3.1.4 Add the content of Acceptance of checked baggage
3.3.2 Revision of content about Checked Baggage Allowance
3.3.5 Change of title and revision of content about Standard Baggage

Acceptance
3.4.1.4 Revision of content of Bike (BIKE) charge fee
3.4.4.2 Revision of content of Golf equipment
3.4.6.3.3 Revision of content about Wheelchairs/Mobility Aids with Lithium

Batteries
3.4.7 Revision of content about Fuel cells contained in portable electronic

devices
3.4.10 Revision of content about Pet travel service
3.4.17.2 Revision of content of Packaging conditions of Fresh food/

perishable items/seafood/frozen food

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3.5.10.6 Minor text revision about checking the claimed tag for domestic
flights.
3.7.3.2 Revision of content about conditions that passenger may receive

compensation for delayed baggage
3.7.3.7.2 Revision of content about notes when handling complaint of

baggage for various reasons
Appendix 01 Update forms and label list

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0.9 LIST OF TEMPORARY SIGNIFICANT CHANGES 20 Nov 2021
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LIST OF TEMPORARY SIGNIFICANT CHANGES

Section (Page No.) List of Temporary Significant Changes

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0.10 LIST OF DISTRIBUTIONS 01 Oct 2022
ASM
LIST OF DISTRIBUTIONS
a) BAV Ground Services Department (GSD) will distribute this manual direct to all
BAV relevant department as table 0-1 of this manual and GSPs through Station
Managers. If there is no Station Manager availability, GSD will distribute directly
to GSPs.
b) The BAV Ground Services Department and Station Manager shall ensure all
ground service providers at airport that BAV has operations and relevant parties
are distributed and received the document before:
1) The effective date of document;
2) The operations date at new airport;
3) The date of operations restart (suspend due to commercial reason or
others…);
c) BAV Station Manager/GSD have to collect the confirmation of receipt of all
GSPs and send back to BAV Ground Services Department for retention.
d) All BAV GO staff who have BAV email can access e-library via the link
https://bambooairwayscom.sharepoint.com/sites/GOS to get the current
operations manual.
e) This new/updated manual will be uploaded on e-library by BAV Ground
Services Department and the information of update also be informed to BAV
staff once have updating.
f) No person may provide for use of its personnel in commercial air transport any
Ground Operations Manual or portion of this manual which has not been
reviewed and found acceptable or approved for BAV by the Authority.
g) The BAV Ground Services Department has responsibility to guide the
necessary content in case of Airport Service Manual partial deployment.

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0.10 LIST OF DISTRIBUTIONS 20 Nov 2021
ASM
No
0B Holder
1B Quantity
2B Type of
3B
document
1. Flight Safety Standards Division – CAAV 1 Hard copy and
PDF
2. Chief Executive Officer 1 PDF
3. Deputy Chief Executive Officers 1 PDF
4. Services & Ground Operations Division 1 PDF
5. Cabin Crew Division 1 PDF
6. Safety – Quality & Security Department 1 PDF

7. Technical Department 1 PDF
8. Flight Operation Division 1 PDF
9. Operation Control Center 1 PDF
10. Commercial Division 1 PDF
11. Traning Center 1 PDF
12. Bamboo Airways stations 1 per station PDF
13. Ground Service Providers (GSP) 1/GSP/station PDF
14. Back up (GO HDQ) 1 PDF

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0.11 ABBREVIATIONS 20 Nov 2021
ASM
ABBREVIATIONS
A/C Aircraft
ADL Additions and Deletions List
AOC Aircraft Operator Certificate
API Advance Passenger Information
APIS Advance Passenger Information System
APP Advance Passenger Processing System
ASM Airport Service Manual
ASR Advance Seat Request
ATA Actual Time of Arrival
ATD Actual Time of Departure
BAV Bamboo Airways
BBC Bamboo Club
BHS Baggage Handling System
BOD Board of Directors
CAAV Civil Aviation Authority of Vietnam
CCL Business Class
CHD Children
CIP Commercial Important Person
CIQ Custom, Immigration and Quarantine
CM Cabin Manager
CXR Cam Ranh International Airport
DAD Da Nang International Airport
DCS Departure Control System
DEST Destination
DG Dangerous Goods
DGR Dangerous Goods Regulations
DM Duty Manager
DSM Deputy Station Manager
ETA Estimated Time of Arrival
ETAS Electronic Travel Authority System
ETD Estimated Time of Departure

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FCL First Class

FIDS Flight Information Displays
FOC Free of charge
FOD Foreign Object Debris
GO Ground Operation
GOM Ground Operation Manual
GSP Ground Service Provider
HAN Noi Bai International Airport
IATA International Air Transport Association
ICAO International Civil Aviation Organization
IFE Inflight entertainment
Ifly DCS Bamboo Airways’s DCS system
INF Infant
ISO International Standard Organization
ITCI Inter Airline Through Check-in
kg Kilogram
km Kilometer
lb pound
LDCS Local Departure Control System
LIR Loading Intruction Report
LRT Limited Release Tag
m Meter
MCT Minimum Connecting Time
NA Not Applicable
OTP On-time Performance
PC Personal Computer
PIC Pilot in Command
PNL Passenger name list
PNR Passenger name record
PRM Passenger with Reduced Mobility
PSM Passenger need special assistance message
RFCI Return Flight Check-in
SGN Tan Son Nhat International Airport

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SGO Services and Ground Operations Block

SLA Service Level Agreement
SM Station Manager
SSR Special Service Request
STD Scheduled time of departure
T&C Term and Condition
TCI Through Check-in
TIM Travel Information Manual
TIMATIC Travel Information Manual Automatic
ULD Unit Load Device
VAR Vietnam Aviation Regulations
VIP Very Important Person
YCL Economy Class

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0.12 DEFINITIONS 20 Nov 2021
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DEFINITIONS
Refer to GOM part 1, item 0.12

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1-1
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MANUAL 20 Nov 2021
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ADMINISTRATION AND CONTROL

OF OPERATIONS MANUAL

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ASM 1.1 INTRODUCTION
INTRODUCTION
Reference VAR 12.177; 12.076 (b), 12.153 (b)
General
a) BAV’ Airport Service Manual shall comply with the regulatory requirements
of the CAAV, applicable IATA Standards and Recommended Parctices and
shall be in accordance with the terms and conditions of the Company’s
Aircraft Operator Certificate (AOC).
b) The Airport Service Manual (ASM) contains BAV policies and procedures
for all ground handling operations: The document is approved by the CAAV
before being issued and contains the following:
1) Passenger & Baggage handling processes,
2) Procedures and practices;
c) This manual is written by Vietnamese and/or English language. When both
languages are used, if any difference in meaning between the English
language version and the Vietnamese language version, the meaning as
written in the Vietnamese language version shall prevail.
Compliance with Airport Service Manual
a) Compliance with the regulations and instructions in Airport Service Manual
shall be considered mandatory under normal circumstances.
b) In case of deviation in comparision of ASM due to requirements of local civil
aviation authority or airport authority, GSP shall summit a written notice to
BAV accordingly. In general, the stricter regulation/requirement prevails.
Scope
This document controls ground handling operations including passenger
and baggage handling.
Applicable objects
The Airport Service Manual applies to all of BAV flight operation controllers,
ground services providers (GSP), and service suppliers providing ground
handling services for aircraft operated by BAV.
Subdivision of manual
The Manual includes the following contents:
1) Chapter 1: Administration and control of operations manual
2) Chapter 2: Passenger Handling
3) Chapter 3: Baggage Handling
4) Appendix: Forms and labels

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ASM 1.2 SYSTEM OF AMENDMENT AND REVISION
SYSTEM OF AMENDMENT AND REVISION

Reference VAR 12.153 (c), (d), (e)
General
a) The Airport Service Manual is issued by the Company and all amendments
or revisions shall be approved by the Postholder of Services and Ground
Operations Block (SGO).
b) This manual shall be amended or revised as is necessary to ensure that
the information contained therein is kept up-to-date.
c) Amendments shall be in printed form, any hand-written replacement pages
and manuscript amendments shall not be permitted. Revision pages shall
be annotated to show the revision date, the amendment (revision) number.
Revision (amendment) number and the portion of the text which has been
revised or new text inserted as indicated by vertical marginal lines on the
left hand side of the page adjacent to the changes Each amendment shall
be show in list of significant change of this manual.
Temporary Revisions
Temporary revisions that may be urgently required in the interests of the
flight safety, or security shall be promulgated as bulletins, approved and
issued on yellow paper by BAV and notified to the CAAV. Those of a
temporary nature shall be cancelled as soon as they are no longer relevant.
Those of long term application shall be incorporated into the manual when
it is next amended, or within six months of their effective date, whichever is
the sooner.
Process for establishing and revising operations policies, rules and
instructions
a) The Airport Service Manual shall be reviewed on a yearly basis to ensure
the validity of current procedures and regulations and if necessary,
revisions shall be issued by BAV to update the existing manuals and
documentation. As a special requirement, BAV’ Airport Service Manual
shall be verifed against with current IATA Ground Operation Manual
(IGOM) by completing the following process:
1) Perform and maintain an updated gap analysis of BAV procedures
against the IGOM to ensure a complete set of procedures exists for the
applicable operations;
2) If variations are identified against the IGOM procedures, BAV will inform
to applicable operational personnel of outsourced functions;
3) If variations are identified against IGOM “Safety Critical” procedures,
such variations are risk assessed utilizing the BAV SMS and risk
management method to ensure an alter native procedure is accepted by
the BAV.

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ASM 1.2 SYSTEM OF AMENDMENT AND REVISION
b) Normally the manual shall be yearly amended or revised as required. In the
period of time between the revisions, material to be incorporated in the next
scheduled revision shall be accumulated and incorporated in a draft
revision.

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PASSENGER HANDLING

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PASSENGER HANDLING Issue : 03
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2.1 PASSENGER DEPARTURE 01 Oct 2022
ASM
PASSENGER DEPARTURE
Pre-Departure Activities
Ticket counter
Ticket sales counter is located at the airport shall display either electronic or
manual versions of:
a) Display BAV required signage.
b) Display Dangerous Goods notifications and security card about lists of
dangerous items prohibited, restricted in restricted areas and on the aircraft
in current BAV DGM on the counter.
c) Handling forms, information on passenger rights and marketing material
required by the operating airline, if applicable.
Passenger Pre-Flight Preparation
As part of the pre-flight preparation process, GSP staff to prepare flights for
check-in in accordance with BAV policy. BAV flights open at 24 hours to
STD, thus the flight editing must be done as soon as the flight is opened.
The process includes verifying all necessary data has been transferred into
the check-in system correctly.
a) Review the booking status.
b) Pre-flight editing. Confirm the Passenger Name List (PNL) and Additions
and Deletions List (ADL) were properly transmitted and matched with the
booking status in Ifly Departure Control System (Ifly DCS)
c) Block seats for crew, weight and balance, and if seats are unserviceable.
d) Confirm the seating plan is set according to the actual aircraft type and
version.
e) Review the flight remarks, if applicable.
f) Record passenger status on PNR, if applicable.
g) Review the boarding time, departure time, and gate. Brief staff handling
BAV flights about the reason for any delays and handling requirements.
h) Apply payload restrictions, if any.
i) Check the passenger list for special passengers (e.g. wheelchair,
unaccompanied minors, etc.) and pre-assign seats as per BAV policy and
according to the aircraft type.
j) If not pre-reserved, prepare seating for families traveling with infants or
children, as per BAV policy.
k) Where free/open seating is applied, inform the crew and passengers and
ensure special category passengers have appropriate seats.
l) Comply with safety regulations; some passengers may or may not be
seated on specific seats or rows.
m) Check the total number of infants (under 2 years old) on the flight to ensure
that does not exceed the limits specified for each type of aircraft.
n) Ensure flight status is opened for web check-in if applicable

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o) Ensure the pre-flight preparation activities are completed before flight is
opened for check-in (-24 hours to STD).
Check-in Counter Requirements
GSP Supervisor briefs about flight information for check-in agents before
opening the check-in counters. Briefing points shall include flight status, BAV
handling requirements and procedures to apply, especially on regulatory
requirements and the latest BAV circulars issued e.g. Ground Handling
Bulletin, Ground Safety and Quality Information and Safety Bulletins. Prior to
opening of the check-in counters, check-in agents must observe the following
counter requirements:
a) Start and test equipment; PC, boarding pass printers, bag tag printers,
conveyor belt etc.
b) Ensure weighing scales are functioning and calibrated. GSP staffs shall
ensure that they are calibrated as scheduled.
1) Scales must be calibrated and checked once a year or as required by the
manufacturer of the scale or by the local authority responsible.
i. The local authority will issue a certificate after the calibration and
deliver it to the airport authority.
ii. A copy of the above certificate is kept at each station as a record.
iii. A sticker is placed on each scale after the calibration, if applicable.
2) The responsible Check-in Agent shall check that baggage scales are
operating properly prior to check-in opening by:
i. Checking the airport authority calibration sticker is current, if
applicable
ii. Checking the weight indicator at the position to ensure it shows
‘0.0 kg’.
- If the weight indicator shows otherwise inform the relevant
airport authority department.
- If the scale remains out of order, another check-in counter shall
be requested.
3) The periodic check of scale accuracy used in the baggage handling
process lies in the equipment owner's responsibility who is also
responsible to make available to the ground handling services provider
(GHSP) all relevant documentation, where applicable.
c) Fill up boarding pass printers and bag tag printers.
d) Ensure adequate stock of BAV required tags; Business, Priority, Group,
Cabin baggage, Nametag, Fragile labels etc.
e) Display BAV required signage, both electronic and manual versions e.g.
Business Class, Courtesy, Economy, Group etc.

2.1-3
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ASM
f) BAV standards of flower display, Business carpet in clean and good
condition at Business counter.
g) Information plate: Bag regulations and restrictions, dangerous goods,
safety and security items are avaible at the check-in counter.
h) Ensure Dangerous Goods notifications, bag regulations and restrictions,
safety and security items are prominently displayed at the check-in area as
well as baggage drop-off areas, kiosk check-in areas, baggage claim area
and transfer counters.
i) Dangerous Goods Manual: IATA DGR and/or BAV DGM
1) A list of dangerous items prohibited, restricted in restricted areas and on
the aircraft in the current BAV DGM will be available at all locations where
passenger check-in takes place. All check-in agents/ external service
providers must be familiar with this list.
2) Refer to the list of dangerous items prohibited, restricted in restricted
areas and on the aircraft in the current BAV DGM : Dangerous goods
must not be carried in or as passengers or crew, checked or cabin
baggage, except as otherwise provided in the list of dangerous items
prohibited, restricted in restricted areas and on the aircraft in the current
BAV DGM.
j) Prepare check-in queues, railings, carpets (if applicable), baggage,
standees etc., as per BAV specifications.
k) Notes:
1) Business counter: Station should be noted about a dedicated sign-board
for Business service which will be placed in front of Business counter;
and, FIDS/BAV’s standards of flower display, safety and security
warnings must be followed up the current standards issued by the
company.
2) Placing and allocating all devices (signboard, pole, ...) above should
comply with local airport authority regulations and always be in good
conditions of services. BAV Station manager should report to Head-
quarter the differences regulations of local airport authority, if any.
Passenger Check-in
Reference: VAR 12.076(a)(2)
General
Check-in is the complete sequence of steps that involves the registration of
the passenger and their baggage in Ifly DCS (or GSP DCS/LDCS), the
labelling of the baggage and the issuance of one or more boarding passes.
Boarding passes containing the passenger name must be issued for all
passengers, either on paper or electronically.

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ASM
Caution:
Documentation and stationery for use in operations should always be
stored securely to prevent unauthorised access. IT systems/ sign-in code
should be logged out and/or turned off when not in use or when left
unattended.
Check-in Timeline
The flight opening and closing time for the various check-in channels are as
below. Apply check-in deadlines as per BAV policy, respecting applicable
passenger rights and on-time departure requirements.
Table 2.1- Check-in Timeline
Open for Flight Closing time to STD

Service Type Check-in Domestic Flight International
Flight
Kiosk Check-in 24 hours - 60 minutes - 60 minutes
Mobile Check-in 24 hours - 60 minutes - 60 minutes
Web Check-in 24 hours - 60 minutes - 60 minutes
In-town Check-in 24 hours -180 minutes N/A
Note: For stations it will be based on Service Level Agreement (SLA) and
station’s local requirements.
As for the check-in counter and departure gate activities, please find as
below:
a) Dedicated check-in counter: Opening time for check-in counter depends on
the aircraft type and number of booked passengers of flights. The opening
time must not be later than 02 hours before STD for Vietnam domestic flight
and 03 hours before STD for international flight. The opening time for check
in counter at abroad stations base on the airport authority regulations and
ground handling agreement.
b) Common-check-in counter: 01 hour before STD, BAV Supervisor request
the Ground Handling Company to allocate 01 or 02 seperate counters to
serve queuing passengers (depending on the remaining number of
passengers to be checked in).
c) In case of flight irregularities (delayed or cancelled), the closing time of the
counter can be adjusted accordingly based on the new departure time or
reopening the counter for check-in if necessary. However, at least 1 counter
shall be opened as schedule (printed on ticket) to give notice or display the
necessary information accordingly for passengers who have not been
notified in advance about the irregularity of the flight.

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d) Normally, counters of international flights will be closed 50 minutes before
STD. However, closing time for BAV flights at European airports (such as
FRA, LHR) will close 60 minutes before STD.
e) Opening/closing time for check-in must not later than timetable as below:
Closing time to STD
Domestic International
Flight Flight
Opening time of check-
02 hours before STD 03 hours before STD
in counter
Closure of Economy
- 40 minutes - 50 minutes
check-in counter
Closure of Check-in
counter for Business
- 35 minutes - 50 minutes
Class, First members
of Bamboo Club
Closure of flight - 35 minutes - 50 minutes
Acceptance of Standby Within 10 minutes Within 10 minutes
Passengers before flight close before flight close
Closure of Departure
15 minutes 15 minutes
Gate
Note: In case of flight irregularities (delayed or cancelled): The opening time
may be adjusted based on the the BAV Supervisor. However, the counters
are still opened as schedule (printed on ticket) and making announcements
or displaying necessary information accordingly. The closing time may be
adjusted accordingly based on the new departure time or the counters may
be reopened if necessary.
Processing Time
Processing time is one of the important criterion to evaluate the check-in
service quality. To be considered an efficient check-in process, the following
processing time shall be observed:
a) Domestic flights: <= 2 mins
b) International flights: <= 3 mins
Service Commitment
a) Passenger has check-in bag – 2 to 3 mins.
b) Passenger has no check-in bag – 1 min 30 sec to 2 mins.

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In managing the check in, The BAV Supervisor shall urge the ground
handling company to expedite the process in order that more passengers
shall be checked in with the above regulated processing time.
Queuing Time
a) Queuing time is one of the important criteria to evaluate the check-in
service quality, to be considered an efficient check-in process.
b) Queuing time depends on the conditions of the terminal, the complying with
standards of number of check-in counter, opening time for check-in counter,
closing time for check-in counter and processing time.
c) The target standard for queuing time for each passenger of flight shall be
observed:
1) Business: Maximum 05 minutes.
2) Economy: Maximum 20 minutes.
d) In managing the check in, BAV Duty Manager/Supervisor shall urge the
ground handling company to expedite the process in order that more
passengers shall be checked in with the above regulated queuing time.
Operating Carrier, Marketing Carrier and Wet Lease
Advise the passenger of the operating carrier no later than the time of check-
in, if different from the one noted as the “carrier” on the ticket.
Check-in Types
a) General
Check-in may be provided at check-in counters, via self-service
methods such as web check-in, kiosk or mobile, and performed using
DCS.
b) Manual Check-in
Where no DCS is available, apply established manual check-in
procedures.
c) Through Check-in (TCI)
1) This facility requires passengers with onward connections to check in
only once to their final destination.
2) It provides a seamless connecting service where repeat check-in for
passenger at every transfer stations is no longer necessary.
3) It allows advance check-in for connecting flights at the port of
embarkation and more than one boarding pass will be issued to
passenger.
4) Applicable on BAV domestic flights within Vietnam at airports that use
IFLY DCS (Currently 6 airports: HAN, SGN, DAD, CXR, VCS, PQC). It
means that the departure, transit and destination must be among the 6
airports mentioned above.

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d) Inter Airline Through Check-in (ITCI)
1) Perform through check-in whenever possible and as per interline
agreement. Travel documents must be checked for all through-checked
parts of the journey.
2) Conditions
i. ITCI is a facility similar to TCI that enables participating airlines to
access check-in transactions through each other’s departure
control system.
ii. All passengers having connecting flight on the same day will be
checked through to their final destinations where two boarding
passes will be issued accordingly.
iii. When ITCI is implemented between two airlines, passengers are
able to check-in with the first carrier in their itinerary and receive
boarding passes and seat assignments for connecting flights
operated by a carrier hosted in another DCS. In addition, ITCI
allows passenger data such as API information, baggage details,
and frequent flyer numbers could be communicated between
carriers.
iv. For ITCI passengers bound for Australia/New Zealand/United
Kingdom and APIS destinations, agent must complete the
APP/APIS process and secure approval before uplift.
e) Return Check-in
1) Definition:
Return Flight Check-in (RFCI) is a facility that allows passengers
especially frequent business travellers to check-in for their return flights
at the same time as they check-in for the outbound journey. This service
allows passengers to check in on their departure day without having to
perform a second check in on return from the same destination.
2) Acceptance conditions and application:
i. RFCI service is applicable on BAV domestic flights within Vietnam
at airports that use IFLY DCS (Currently 6 airports: HAN, SGN,
DAD, CXR, VCS, PQC). It means that the departure and
destination must be among the 5 airports mentioned above. Issue
boarding passes for first leg and return flight. The passenger does
not need to check-in again for the return leg.
ii. Check-in baggage is allowed. If a passenger with baggage is
accepted on RFCI, the baggage will automatically be sent to the
first point of the itinerary and passenger will collect the baggage
at the first destination.
iii. Confirmed status on both flights.
- Return flight must be within 24 hours from the departure time
of the outbound journey.

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- Commercial passengers only, not open to sub-load travel
(PAD)
- Flight segments must be seamless and on the same PNR and
BAV is the carrier for all segments intended for TCI.
f) Self-Service Check-in
As self service check-in passengers with no check-in baggage may
proceed direct to the boarding gate (subject to local authority approval),
it is the responsibility of the boarding gate agents to verify and ensure
passengers’ travel documents are in compliant to the destination’s
authority and BAV requirement.
1) Kiosk Check-in
i. Passengers can check-in at the Kiosk Check-in between 24 hours
and 1 hour before the scheduled flight departure time (STD) for
domestic flights operated by Bamboo Airways.
ii. The Kiosk Check-In service will enable passengers to use self
service check-in at the airport for flights which departure points
are airports that have deployed kiosks check-in (currently there
are 4 airports: HAN, SGN, DAD, CXR).
2) Web Check-in
i. Web Check-In services provide convenience for passengers to
check-in in advance and print their own boarding pass before
arriving at the airport. Upon arrival, the passenger with no check-
in baggage need to report to departure gate 15 minutes before the
gate closes. For passenger with check-in baggage, to arrive at the
check-in counter not later than the closure time of check-in
counter.
ii. Web check–in is available from 24 hours to 1 hour prior to
departure time for domestic flights operated by BAV.
iii. Web check–in is only applicable for 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.
Note: Depending on local authority requirement, passengers
without check-in baggage may proceed straight to the boarding
gate where the travel document verification shall be done at the
boarding gate. This applies to other self-service check-in
channels as well.
3) Mobile Check-in
i. Passengers who check-in via mobile will receive his or her
boarding card in the form of a QR code sent to his or her mobile

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handset and complete the check-in and boarding procedures for
their flight using their mobile phone.
ii. Using the barcode, passengers can go directly to the departure
gate, where the QR code is read by a scanner and allowing them
to clear security procedures at the airport.
iii. Mobile check–in is available from 24 hours to 1 hour prior to
departure time for domestic flights operated by BAV.
iv. Mobile check–in is only applicable for 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.
4) Self Service check-in is NOT applicable for the following passengers:
i. Passengers who request special services (except for special
meals).
ii. Passengers who are deportee, inadmissible.
iii. Passengers who travel with infants under 02 years old
iv. Pregnant passengers.
g) Emergency Back-Up Check-In (Manual)
Where no DCS is available or in case of DCS failure, apply established
manual check-in procedures. Back-up procedures must be established
in every station and tested regularly, and include provisions for the
collection and transmission of API data as required. Refer to Chapter
2.7.13 for details on fall back procedures.
h) In-town check-in
1) Passengers can check-in, arrange baggage drop and receive their
boarding passes in advance at BAV’s offices and other authorized
places.
2) Service only available for flights from 24 hours to at least 3 hours prior to
the scheduled departure time (STD).
3) For passengers in need of special assistance, such as children traveling
alone, passengers who have purchased cabin seats for baggage,
passengers who need wheelchair assistance service, etc. please
proceed to the airport to complete check-in procedures.
4) Passengers’ baggages are checked and supervised to assure securely
and safely during the handling process (from the check-in place to the
airport).
General regulations:
Reference: VAR 13.007 (a) (b), 13.010 (f), 13.027
a) Passenger shall be carried with compliance to the passenger carrying
requirements as followings:

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1) There is an approved seat with an approved seat belt for passenger;

2) That seat is located so that the occupant is not in any position to interfere
with the flight crew members performing their duties;
3) There is unobstructed access from their seat to the regular emergency
exit;
4) There is a means for notifying that person when smoking is prohibited
and when seat belts shall be fastened; and
5) That person has been orally briefed by a crew member on the use of
emergency equipment and exits.
b) The passenger-carrying requirement of item (a) do not apply when carrying:
1) A crew member not required for the flight;
2) A representative of the Authority on official duty;
3) A person necessary to the safety or security of cargo or animals; or
4) Any person authorized by BAV’s Operations Manual.
c) In unforeseen circumstances the required minimum number of cabin crew
may be reduced provided that:
1) The number of passengers has been reduced in accordance with
procedures approved by the Authority and specified in the Operations
Manual; and
2) A report is submitted to the Authority after completion of the flight.
3) When allocate passenger into the exit rows seat, check-in staff must
inform passenger about the exit row seat to be allocated for him and ask
him fully attention instructions by cabin crew. Check-in should print the
emergency instruction and attach it to passenger’s boarding pass.
4) Check-in staff shall remind passengers to study the notification
concerning the carriage of liquid onboard. These notifications are placed
at check-in and other area of the terminal and made by the Airport
Authority.
5) Check passengers’ checked bag, remind passenger “Please do not place
dangerous items and high valued items in your bag (guide to picture)” in
order to state which items are specifically prohibited in hold bag (to
include but not limited to lithium batteries) and which items must be
removed from cabin bag when the bag cannot be accommodated in the
passenger cabin.
6) Check and weight all passengers’ checked bag. Remove old bag tags (if
any), issue and attach new bag tags.
7) Please see item 3.4.11 for a listing of which DG items are permitted in
passenger and crew bags. This information should be derived from BAV
corporate policy and be in accordance with the IATA DGR.

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Number of Counters
a) Check-in counter allocation for each flight at airport shall be based on the
Ground Handling Agreement between BAV and its counterpart at the
airport.
b) The number of check-in counters: Shall be based on the number of
passengers having seats reserved on a flight using the following:
Number of passengers per counter:
1) Business Counter: 25 passengers/counter
2) Premium Economy Counter: 30 passengers/counter
3) Economy Counter: 40 passengers/counter
c) Counter for group booking/no bag: The availability of the counter for this
category of passengers is not mandatory. The BAV Supervisor may decide
whether or not to allocate 1 or 2 counters among the common check-in
counters depending on the number of group passengers having seats
reserved on the flight.
d) In a situation in which there are long queues of passengers (simultaneous
check in) although all above counters are in operation, BAV Supervisor may
request the ground handling company at the airport to open additional
counters.
e) Regulations on each type of passengers who check in at each types of
counters
Counter Types of passengers
- Business class passengers
- VIP, CIP and accompanied (the numbers of
accompanied passengers of VIP CIP
mentioned on VIP CIP handling policy)
Business class - In case airports using one counter for both
Business class counter and Priority check-in
counter: all passengers who can be checked-in
at Priority check-in counter.
- First members of BBC and numbers of
accompanied passengers according to BBC
policy.
Priority check-in - Diamond members of BBC and numbers of
Counter accompanied passengers according to BBC
policy.
- Gold members
- Passengers who bought PRCI service.
Premium Economy - Premium Economy passengers

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Economy - Economy passengers

All flights - Passengers of all flights departing at the airport.
Group - Groups of more than 10 passengers

- Self Check-in passengers (Web, Mobile, Kiosk
Drop bag Check-in…)
- Passengers need special assistances at
Courtesy Section 2.4
No bag - Passengers have no check-in baggage.
Check-in Counter Opening

The Right to Refuse
Reference: VAR 13.010 (f), 13.020
The right to refuse the carriage of passenger who has an air ticket and
reserved a seat on the flight or in the course of the passenger’s journey.
a) Passenger refuses to comply with the instructions regarding exit seating
restrictions prescribed by the Authority.
b) Passenger has a handicap that can be physically accommodated only by
an exit row seat.
c) From condition of the passenger's health the carrier obviously realizes that
the transport of the passenger or continuing transport of the passenger
shall be dangerous or harmful to the passenger, other persons on the
aircraft or the flight;
d) For the prevention of infectious disease spread;
e) The passenger does not observe regulations on aviation safety and security
and air transportation;
f) The passenger has an act affecting public order, jeopardizing the flight’s
safety or affecting others' life and health or properties;
g) The passenger is in influence of alcohol, beer and other stimulants that
he/she does not control his/ her behavior;
h) For the security reasons;
i) At the request of competent government authority.
Any information regarding refusing passenger cases have to be remarked on
the passenger booking system or on the Flight report form of stations.
Prohibition on Carriage of Weapons
Reference: VAR 13.023
a) No person may, while on board an aircraft being operated in commercial
air transport, carry on or about their person a deadly or dangerous weapon,
either concealed or unconcealed.
Above statement does not apply to officials or employees of the State who
are authorised to carry weapons or crew members and other persons

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authorized by the operator to carry arms, provided this authorization is in
accordance with the operator’s operations manual procedures and
applicable international security requirements. Refer to current BAV
Aviation Security Program – ASP for details.
Check-In Introduction
a) Check-in is the very essence of an airport experience for passengers. BAV
provides services those are incomparable and professional.
b) BAV’s staffs are efficient, friendly and always on hand to assist passengers
with the best of their ability.
c) Check-in is a process whereby a customer and his/her baggage is accepted
into the flight according to the destination. After completion of this
transaction, boarding passes and baggage tags will be issued.
Check-In Environment
a) Counters should be kept clean and neat at all times.
b) Signage and Flight Information Displays (FIDS) should always provide
accurate flight information, destination(s), and time of departure.
c) BAV Supervisors or Duty Managers should always patrol the queues and
public check-in area to assist passengers with special needs and enquiries.
Guidelines
a) Pre-check-in preparations
1) Staff should be well groomed and tidy at all times.
2) Ensure that all equipment, computer terminals are in working order.
Report any faulty equipment immediately.
b) Pre-flight briefing
1) Pre-flight briefings are required to ensure that staff and/or handling
agents understand the profile of the flight. This is also a good opportunity
to reinforce BAV’s service goals, highlight new policies or procedures.
2) Ensure staff know their assigned duties and responsibilities for the flight
3) Highlight any new/change of policies or procedures
4) Remind them of station’s target and provide tips, when necessary, on
how to achieve the target.
5) Flight situations e.g. passenger booked load, available seat factor for go-
shows, special passenger e.g. VIP, CIP and other necessary information
for the flight.
6) Clarify staff understanding.
7) Check staff grooming.
Check-in Functions
In order to provide excellent customer service, check-in agents shall pay
special attention to the following:

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Safety is of paramount importance. Agents must record

checked-in baggage weight accurately and accept only
Safety permissible items as checked or cabin baggage. They are
to alert their superior or security of any suspicious
behaviour of passenger, which may cause a problem on
board or a passenger who does not appear to be fit for
travel or may be suspected of a contagious disease.
Agents should perform their duties without mistake. In the
Accuracy aviation industry, a single mistake could be very costly, in
terms of fines and claims by passenger. A high level of
accuracy must be maintained.
An agent’s efficiency is directly related to their job
Efficiency knowledge and experience. Updating their job knowledge
will ensure a high level of efficiency.
On Time Performance measures airlines, and smooth
Speedy check-in transaction is one of the contributing factors of
punctuality. It also reflects BAV professionalism.
General Guidelines
a) It is important for check-in agents to show genuine courtesy when
interacting with BAV’s passengers. The golden rule is to treat the
passengers how you want to be treated everytime requiring services
elsewhere e.g. the bank counters, post office, food outlets, etc.
Give full concentration to the passenger you are attending

to and show a sense of delight in seeing them. This means
Welcome looking at passengers in the eye, smiling and greeting
them appropriately.
E.g. Good Morning Sir!
Focus your mind and body towards the passenger and
Important think only of what is transpiring between you and the
passengers and not something that happened before the
passengers reached you or will occur after they leave.
Being respectful means addressing passengers correctly
Respect by their name or according to their title. The internationally
accepted ways of addressing a passenger is Mr or Mrs.
b) Issuance of boarding passes
A boarding pass is a document given to passengers during check-in for
the purpose of identifying them and allowing them access into the
departure gates and boarding the aircraft.
Note: In the event BAV’s boarding pass cannot be used at station,
usage of GSP boarding pass is acceptable as long as it complies with
the local authority requirement.

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1) When issuing boarding passes, agents must ensure that the name, flight
number and gate number are correct. Boarding time is highlighted.
2) Staff are required to mark and confirm with passengers of the following
details when giving out the boarding pass to the passenger: passenger’s
name, flight number, destination, seat number, boarding time and
boarding gate number.
Baggage Drop-Off
Passengers who have used a self-service check-in facility may drop their checked
baggage at a baggage drop-off. Check-in agents have to:
a) Review the boarding pass and pull up the passenger data in the check-in
system.
b) Verify identity and travel document, assess cabin baggage, and accept
checked baggage.
c) Add baggage information and any SSRs to the DCS if required and apply
any related fees as per BAV policy.
d) Ask passenger the 6 mandatory security questions in the correct sequence
as in item 3.3.6 of this chapter.
e) Instruct and confirm dangerous goods/ prohibited items in checked and
cabin baggage mentioned at the list of dangerous items prohibited,
restricted in restricted areas and on the aircraft in the current BAV DGM.
f) Ensure that excess baggage fees have been paid before injecting the
baggage to the baggage handling system (BHS), if any.
g) Refer to Chapter 3 on Baggage Handling Procedures for more information
on baggage acceptance.
Documents Required for Travel
Passenger Documents
Passenger documents consists of:
a) Travel document (e.g., passport or national identify card, residence card)
b) If required, residence card, visa (e.g., entry or transit visa).
c) Health documents, if required-(e.g., vaccinations or other health-related
proofs and requirements, which might be required to be presented by
passenger before travel. Other additional documents, may include
quarantine hotel confirmation, approval level of entry).
Staff responsible for check-in and or boarding shall verify passenger
documents and ensure an improperly documented person is not allowed to
travel.

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Verification
General
a) Verification is a process also known as document check, carried out by staff
charged with responsibility of check-in and/or boarding at the point of
embarkation.
b) Verification of travel documents is performed visually and manually.
Documents readers and basic inspection tools may be used in higher risk
environments
Document Checks
Prior to passenger check-in or boarding, personnel shall;
a) Determine ticket acceptability and confirm destination and or transit with
passenger including the return ticket, if applicable
b) Verify the passenger’s identity against the travel document presented e.g.,
1) Citizenship and date of birth for entry requirements
2) Expiry status of the document
3) Visual comparison of the photo to the passenger
4) The name on the travel document matches the booked/ticketed name.
Note: Ensure every person holds a valid travel document
c) Ensure where applicable, the visa or residence permit required to enter the
State of transit and/or receiving State.
d) Review visa and/or entry conditions/limitations.
Note: use TIM or Timatic services to help ensuring that passengers
comply with the entry requirements of the transit and destination country.
e) Review health documents status for destination and/or transit
requirements, if required.
f) Collect or verify advance passenger information (API) data, if required.
g) Ensure irregularities are detected such as:
1) Expired or invalid travel document or a visa for which the maximum
number of entries set has been depleted;
2) Counterfeit, forged or altered;
3) Documents that belongs to another person; or
4) Passenger without such document
h) When an irregularity is identified, with the passenger document/s, the
supervisor will be notified;
1) To contact the appropriate authority for assistance to further verify
documents, if applicable or
2) Deny a passenger check-in at the point of departure or boarding at the
transit point, to the intended final destination, when the document(s)
presented by the passenger is determined to be insufficient or
inappropriate, leading to an inadmissible person.

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i) Retrieve DCS record and review any special remarks.
j) When two or more persons are shown on the same passport, the visa must
clearly indicate the names of the persons to whom the visa is issued.
Caution:
Some countries require the passport to be valid for at least 6 months after
the scheduled date of arrival. Agents must ensure compliance if
passengers travel to these countries.
Documents accepted for domestic travel within Vietnam

Documents accepted for domestic travel within VietnamNam (Based on
Appendix XIV Documents of identity, ticket, boarding pass, issued together
with Circular 13/2019 / TT-BGTVT dated March 29, 2019 of the Minister of
Transport and Report No. 3982) / CHK-ANHK dated 13 September 2019 on
the implementation of the regulations on passengers' personal identification
documents of Circular No. 13/2019 / TT-BGTVT):
a) Passenger from 14 years of age travelling on Vietnam domestic flights
submit one of the following identification forms:
1) Non-Vietnamese nationalities:
i. National Passport or Travel Document, Loose - leaf Visa;
ii. Identity cards issued by diplomatic agencies to members of
diplomatic missions, consular agencies and representatives of
international organizations;
iii. Permanent residence card issued by an immigration authority to
a foreigner who is allowed to reside indefinitely in Vietnam and is
valid for visa replacement; Temporary residence card issued by
an immigration authority or a competent authority of the Ministry
of Foreign Affairs to a foreigner who is permitted to reside for a
limited period of time in Vietnam and is valid for visa replacement
iv. Driving licence (car, motocycle) of Vietnam.
In case of using a foreign driver's license, it shall be accompanied
with an international driving license (IDP) and a national driving
license issued for the passengers, complying with the provisions
of Circular No. 29/2015 / TT -BGTVT July 6, 2015 of the Ministry
of Transport.
v. A long-term validity Aviation Security control card
vi. Bamboo Airways Identity card
vii. In case of losing passport, a diplomatic note from the diplomatic
mission or consulate of the host country bearing the nationality or
official letter of the foreign affairs or police office of the locality
where the loss of personal identity and Passport with portrait

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pictures and stamp is required. Diplomatic note is valid within 30
days since the date of issue.
i. Vietnamese nationals may use any of the following forms of photo
identification:Passport or Travel Document, Loose - leaf Visa,
Permanent residence card, temporary residence, Identity card;
ii. Identity cards, certificates of the Public Security, the National
Defense; Identity cards and certificates of the Public Security are
specified in the Government's Decree No. 59/2008 / ND-CP of
May 8, 2008; Circular No. 13/2008 / TT-BCA dated August 29,
2008 of the Ministry of Public Security, such as the ID card issued
to People's Public Security officers and non-commissioned
officers currently serving in the army People's security under the
professional regime; Certificate issued to non-commissioned
officers and soldiers serving for a definite time; workers and
employees; Temporary recruitment staff are serving in the Public
Security. Identity cards and certificates of the National Defense
are prescribed in Decree No. 130/2008 / ND-CP of December 19,
2008; Decree No. 59/2016 / ND-CP dated July 1, 2016 of the
Government; Circular No. 218/2016 / TT-BQP dated December
27, 2016 of the Ministry of Defense such as: Certificate of National
Defense officer; Proof of professional military personnel, defense
workers and employees; Card of non-commissioned officers and
soldiers in the army; Reserve officer card; Cards of professional
soldiers and non-commissioned officers and reserve soldiers.
iii. National Assembly membership card
iv. Communist Party of Vietnam membership card
v. Press Identity card issued by the Ministry of Information and
Communications is specified in Circular No. 49/2016 / TT-BTTTT
of December 26, 2016 of the Ministry of Information and
Communications
vi. Driving licence (car, motocycle) of Vietnam. Note: IDP license
issued by Vietnam is not valid for domestic use as prescribed in
the Circular No. 29/2015 / TT-BGTVT dated July 6, 2015 of the
Ministry of Transport.
vii. National Security Aviation Committee card
viii. A long-term validity Aviation Security control card
ix. Bamboo Airways Identity card
x. Certifying personal identification form by the local police or
authorities of their permanent residence or temporary residence.
(A certificate must contain the following informations: certifying
authority, certifying person; date of certificate; full name, date of
birth, gender, hometown, permanent residence of the person to
be certificated; reason for the certifying. The certificate with the
photo attached, is stamped and valid within 30 days from the date

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of certification) Certifying form by authorities about passenger‘s
sentenced completion. Certifying forms must be attached with
stamped portrait picture and shall be valid within 30 days since
the date of confirmation.
b) Passengers under 14 years of age who do not have their own passport or
do not have join passport with their father/mother travelling on Vietnam
domestic flights submit one of the following identification forms:
1) Birth Certificate; Birth Certifying Form (infants under one (01) month old);
2) Certifying form by a social organization for children under the patronage
of that organisation. This certifying form shall be valid within 6 months
since the date of confirmation.
3) In case children do not have a separate passport: accept the passport of
the legal representative (father, mother, adoptive father, adoptive mother
or guardian) of the child containing the following information: full name,
date of birth and children's photos. There is no need for a legal
representative to travel with children to complete aviation procedures.
c) Passengers who are prisoners, suspects, persons who are being relocated,
extradited, deported when checking-in only need documents of competent
authorities to prove the escort; Passengers who are escorted present the
document(s) specified in Section 1.
d) Passengers’ travel documents as referred above shall meet the following
conditions:
1) Travel documents are original and still valid;
2) Birth Certificate and Birth Certifying Form must be the original ones or
certified copy, the copy from the original book as prescribed in Decree
No. 23/2015 / ND-CP of February 16, 2015 of the Government.
3) A document without photos or images not in accordance with the law shall
not be accepted, except Birth Certificates, Birth Certifying Form,
document of competent authorities to prove the escort.
Advance Passenger Information
a) Many governments require airlines to submit API data. API is made of two
different datasets information related to the:
1) Flight
2) Identity of the passenger.
b) The information related to the passenger are included in the Machine
Readable Zone (MRZ) of the travel document (e.g., surname/given names,
date of birth, nationality, travel document number, expiry date, etc.) at
specified times for inbound and sometime outbound passengers.
c) Information is generally collected at the time of check-in, or provided from
data collected during booking, and verified during presentation of the travel
document.

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d) As per BAV operating policy, collect API data at the time of check-in, or
review data already provided for all international flights which destination is
API country.
e) Transmit API data at pre-arranged times to recipients specified by BAV.
Always protect passenger’s personal information and securely dispose of
any related paperwork not kept on file.
f) Information required from passengers:
1) Passport number with country of issue
2) Nationality
3) Date of birth
4) Full name of individual passenger
5) Gender
6) Place of embarkation
7) Final destination
g) Information required from crew members:
1) Passport number
2) Nationality
3) Date of birth
4) Full name of individual crewmembers
5) Gender
h) GSP staff in charge for the flight must ensure that all API for BAV
passengers are updated correctly. Failure in compliance such as not filing
information or false information is subject to penalties by the authority,
which will be claimed from GSP.
Travel Information Manual (TIM) and Travel Information Manual
Automatic (TIMATIC) Check Entry
a) TIM is a monthly publication published by IATA (International Air Travel
Association) for the main purpose of providing airlines, their agents and
other parties in the travel industry with up-to-date, official information on
government travel regulations, procedures and restrictions for air travel.
b) TIMATIC is an electronic system developed by the TIM group. It provides
users with real time access, via their Reservation terminals to the TIMATIC
database, allowing users to obtain responses to specific queries concerning
various local requirements such as passports, visa, health, airport tax,
customs and currency.
c) Agents are required to check TIM or TIMATIC before passengers are
accepted for travel on the flight if/when in doubt.
Australia’s Electronic Travel Authority (ETA) System
a) An ETA is an electronically stored authority for travel to Australia, which
replaces the visa label or stamp in a passport; is available through
participating travel agencies and airlines; does not require an application

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form; and enables passengers to be processed quickly on arrival in
Australia.
b) All travelers to Australia, other than Australian and New Zealand citizens,
require a visa or an Electronic Travel Authority (ETA) to travel to Australia.
A valid Australian visa contained in an expired passport is remains valid
and can be accepted for travel. The holder needs to present his/her valid
passport together with the expired passport to check-in staff. There are two
ways of applying a visa for Australia:
1) Where intending applicants approach an Australian High Commission at
the point of residence and a labelled visa is produced and attached to a
page within applicant’s passport. These multiple entry visas are valid for
a specific period of time and can still be used even though passport has
expired, as long as passenger travels with both the expired passport and
current passport. These labelled visas can be re-evidenced in the new
passport for a fee of AUD20.00.
2) Electronic Travel Authority System (ETAS). These authorities are only
valid for a specific period or for the validity of the passport. This ETA is
rendered void once a passport is cancelled or a new passport is issued.
ETAS are valid only for the life of the passport and are not transferable
to a new passport. Passengers, who present a new passport claiming to
have an ETA in their expired passport, must be issued with a new ETA.
c) A hefty fine will be imposed on the carrier that brought any passenger into
Australia without holding valid Australian visa. Thus stations have to ensure
the procedures for visa (ETAS) confirmation are done and all passengers
uplifted on Australia bound flight possess a valid visa.
d) As an ETA is an electronic authority, it can only be verified through the
Electronic Travel Authority System (ETAS). It is not possible to provide a
traveller with physical evidence of an ETA. Do not attach confirmation slips
to passports. The ETAS check-in facility (TIETAC) should only be used
where a check-in agent is having difficulties receiving an ‘OK TO BOARD’
response.
e) Check-in staff and travel agents should use the TIETAQ function to confirm
the existence of a valid visa or an ETA for passengers who require an
authority to travel to Australia. Australian and New Zealand passport
holders cannot be checked through this check-in process.
f) TIETAC command is not the same as an APP check. Although TIETAC
may return an ‘OK TO BOARD’ response to verify that a traveller has
authority to enter Australia, it does not send advance passenger information
to the border agencies.
Advance Passenger Processing System (APPS)
a) APPS is similar to APIS but currently applicable to all passengers travelling
to Australia, New Zealand and United Kingdom only. Agents must ensure
to perform APP (DCS) entry first before accepting passengers for check-in.

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b) Staff must ensure all passengers and crew are APP processed and confirm
passenger’s status before passengers are being accepted for travel.
c) APP is an on-line verification of passport and visa, and the acceptance of
passenger is based on the interactive response on DCS from the authorities
of destination port. The contact numbers for the authorities are as below:
Australia Telex – CBRIXCR
Tel. No. – 00 611 300 368126
New Zealand Telex – AKLAPXH
Tel. No. – 00 649 277 1250
d) When handling a passenger requiring APP to Australia and New Zealand,
check-in agents must first complete the APP transaction until it responses
to ‘OK TO BOARD’ or ‘NOT OK TO BOARD’ before accepting the
passenger for check-in.
e) The APP to Australia and New Zealand not be sent and/or failed APP
transactions will result in possible penalty to BAV.
f) The check-in agent shall need to submit an APP checks for each person,
using their own full details.
g) When a duplicate transaction is received by the APP System, the APP
System will alert the check-in staff that a transaction has been repeated.
When receiving the above alert, check-in agent shall double check
passenger’s passport and resubmit the correct details. Failure to capture
and submit the correct details may subject to financial penalties to the
airline.
h) Effective from 19 December 2016, i-APP (i-Prechecking) has been
implemented for all international flights (including charter, non-regular and
private airplanes) departing from Korea and arriving to Korea. It is applicable
to all passengers on board the flight, including in-transit passengers
excluding air crew members. Under this i-APP Korea, airlines are required
to electronically submit flight information (flight number, port & time of
departure and port & time of arrival) and passenger information (name as
read in Machine Reable Zone - MRZ, gender, birth of date, nationality, etc.).
US Secure Flight Programme
For passengers flying to US as a transit point and/or a destination, this has
been included for information.
a) All passengers traveling on flights to the U.S. from international last point
of departure destinations shall undergo security measures throughout the
passenger check-in and boarding process. These security measures
including the increased use of the technology and processes such as
explosives trace detection, canine teams, advanced imaging technology
among other measures.
b) Passengers to and from US, shall undergo pre-screening to meet the
mandatory requirement of the US Secure Flight Programme. The pre-

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screening of passenger name lists by the US authorities will take place 72
hours before departure at the airport.
c) Secure Flight Passenger Data consists of Full Name, Birth Date and Gender.
If the vetting request is successful, the Secure Flight Status will contain US
Transportation Security Administration (TSA) codes.
d) In the event of any acceptance of passengers travelling to and from US who
are prompted with ‘Code 11 (8565)’ check-in staff must do the followings:
1) Check passenger’s passport details and adhere strictly the existing
procedures on updating passenger’s passport, visa and personal contact
details.
2) Update and submit US destination address for all arriving visitors to the
US. The US address destination address submission should include
complete street, city, state and zip code data. Invalid address data
submissions will be flagged for error and may result in penalty case action
(i.e. “Unknown”, “refused”, “Passenger declined”, etc.).
3) Non-US Resident, non-US National/Citizen Passengers who are in transit
through the US (onward foreign travel within 8 hours of arrival into the US
port) are exempt from “Address While in the US” submissions. The status
of In-Transit passengers should be indicated through traveller status data
element.
4) If system still prompts ‘Do not board’, staff have to proceed with ‘SVID’
entry. ‘SVID’ is an option to advise Secure Flight ID verification. In some
cases, it may be necessary to advise the TSA of the verification of
passenger ID for secure.
5) Flight processing. DCS provides the check-in counter agents with an
option to generate a passenger ID verification flag.
e) The AQQ provides the check-in agent the ability to query the clearance
status of passengers in real-time. The AQQ assists TSA in sending
unsolicited status messages to airlines on 3-19ravelers whose status may
change at the last minute. For instance, an ‘OK to Board’ may change to
‘No-fly.’
Passenger Responsibility to Comply With Entry Requirements
a) When a passenger books via the Internet, they have to agree to our Terms
and Conditions before the system allows them to proceed further.
b) When passenger books via the Call Centre: Call Centre will advise
passenger to read our full Terms and Conditions and advice passenger of
the main articles, which must include the articles on travel requirements.
c) When passenger books at the Sales Office/ Airport Sales Counter: Staff
must highlight the Terms and Conditions that are displayed on the sales
counter before ending the booking transaction. Staff must not check the
validity of the passport nor the entry requirements to the destination. They
only have to highlight to the passenger of our Terms and Condition.

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Responsibility for Document Check

a) Sales staff be its Sales Office/Airport Counter or the Call Centre, it is their
responsibility to only highlight the related article in T&C and stress that the
passenger must comply to all requirements to enable them to be accepted
on the flight on the day of departure.
b) The airport personnel are responsible in ensuring that passengers meet all
the entry requirements for the destination on the day of departure. It is at
the airport that the passport/visa and/or other entry requirements are
physically checked and verified before passenger is accepted.
Travel Document/ Identification Verification on day of Departure
a) It is mandatory for the travel document number to be updated in
Reservation system at the point of booking.
b) Agents must ensure that the passenger named in the Flight Itinerary, in the
system must be the same as that in the travel document/Identification i.e.
name in the document must match names in the Flight Itinerary and the
system and the picture of the passenger in the travel
document/Identification must be as per person in front of the counter.
c) In the event of a passenger with travel intensions that are not bona fide
being identified by a check-in agent, consider the following aspects to
access the situation and clear any doubt about the passenger presentaion:
1) Appear unusually nervous or disoriented
2) Have little or no baggage on long - haul flights an/or have empty baggage
3) Have unusual or illogical routing
4) Hold one way ticket that is not to his/her home destination.
5) Appear unsuitably attired and/or not at ease for the class of travel.
6) Arrive at the check-in counter or boarding gate at the last minute.
7) Neither resembles the citizen of the travel document presented nor
speaks the language of the country.
d) In case passenger appears above status, inform the supervisor and BAV
Supervisor.
Missing Travel Document/ Identification
As per our Terms and Conditions, passenger without a valid travel
document will be denied at the airport, both at check-in and at the boarding
gate.
Seat Allocation
General
a) Each passenger (except infants not occupying a separate seat) is assigned
an individual seat number on each flight. The seat choice is offered at the
time of reservation or check-in.
b) At the time of passenger acceptance:

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1) Check to confirm if a seat has been allocated already
2) If not, allocate a passenger seat observing passenger requests, if any
and procedures for seating of special categories of passengers.
3) Observe seating restrictions for the emergency exit rows; refer to Section
2.1.6.3
c) The allocation of jump/crew seats shall be permitted. Refer to Section
2.1.6.5
The following policies shall be observed at check-in:
a) Passenger seat allocation shall be done in such a way to ensure the weight
balance of the aircraft during take-off and landing.
b) Passengers from 02 years of age must occupy a fixed seat fitting with a
safety belt (or a berth fitted with a restraining belt).
c) No seat must be occupied by more than one person, except for an infant
held in the arms of an adult.
d) Any infant must be escorted by an adult. This adult hold the infant and the
safety belt for this adult seat must not strap the infant but only the adult. A
supplementary loop belt or other restraint device must be used for the
infant.
e) Allocate chosen seats for passengers request advanced seats reservation
services.
f) Allocate adjoining seats for families travelling with infants or children.
g) Allocate priority seats for VIP/CIP/Bamboo Club Members
h) Couples, families and groups shall be assigned seats adjacent to one
another or in the same zone.
i) Allocate seats for special categories of passengers and escort: Arrange
seats according to the regulations applicable to each special passengers in
section 2.4 of this Manual. There are a few points to keep in mind:
1) Allocate an adjoining seat for escort travelling with a passenger with
reduced mobility
2) For passengers with reduced mobility travelling alone, allocate seat
adjacent to able-bodied passengers capable of assisting with an
emergency evacuation.
3) If crutches, canes and similar walking aids are stored in a special location
in the cabin, the users of such aids should be assigned seats nearby, to
permit quick access to the aids when needed.
4) Allocate seats to passengers with broken leg(s) or unfoldable leg(s) at
suitable space seats base on safety regulations and not to disturb other
passengers.
5) Passengers with reduced mobility affecting only one side of their body
(hemiplegics, artificial limb, arm or leg in cast, splint or brace, etc.) should
be seated in an aisle seat with the unaffected side of their body towards
the aisle; this will facilitate their mobility in cases of emergency.

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j) In case of interline connecting flights (having transit stop): Allocate adjacent

seats for passengers who stop/transfer at the same airport.
k) Allocate uncomfortable seats (the seats need to be repaired) to be the last
to check-in and only allocate for BAV’ staff holding FOC ticket in case
capacity is full. Tactful explanation shall be given in advance by check-in
staff to the passengers.
l) Do not allocate passenger into a seat which are not an approved seat with
an approved seat belt.
m) Do not allocate seats which are reserved for transit or through checked-in
passengers.
n) If seat is available, ask passenger for his preference at check-in counter,
however, the asking should be prudently made as the choice of seat may
be limit concerning to seat capacity restriction.
o) Tactfully explain the reason to passenger in a courteous manner when his
request is not met. The best alternative option should be offered to the
passenger in such cases.
Exit row seating
Reference: VAR 13.003 (a) (2), APPENDIX 1 TO VAR 13.035 (a)
a) Passenger exit seats: Those seats having direct access to an exit, and
those seats in a row of seats through which passengers would have to pass
to gain access to an exit, from the first seat inboard of the exit to the first
aisle inboard of the exit. A passenger seat having "direct access" means a
seat from which a passenger can proceed directly to the exit without
entering an aisle or passing around an obstruction.
b) Captain or Cabin manager must not allow a passenger to sit in an
emergency exit row if they determines that it is likely that the passenger
would be unable to understand and perform the functions necessary to
open an exit and to exit rapidly
c) No cabin crew member or any person may sit in a passenger exit seat if it
is likely that the person would be unable to perform one or more of the
applicable functions listed below:
1) The person lacks sufficient mobility, strength, or dexterity in both arms
and hands, and both legs:
i. To reach upward, sideways, and downward to the location of
emergency exit and exit-slide operating mechanisms;
ii. To grasp and push, pull, turn, or otherwise manipulate those
mechanisms;
iii. To push, shove, pull, or otherwise open emergency exits;
iv. To lift out, hold, deposit on nearby seats, or manoeuvre over the
seat backs to the next row objects the size and weight of over-
wing window exit doors;

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v. To remove obstructions of size and weight similar to over-wing
exit doors;
vi. To maintain balance while removing obstructions;
vii. To exit expeditiously;
viii. To stabilise an escape slide after deployment; or
ix. To assist others in getting off an escape slide.
2) The person is less than 15 years of age or lacks the capacity to perform
one or more of the applicable functions listed above without the
assistance of an adult companion, parent, or other relative;
3) The person lacks the ability to read and understand instructions required
by this section and related to emergency evacuation provided by the AOC
holder in printed, or graphic form, or the ability to understand oral crew
commands;
4) The person lacks sufficient visual capacity to perform one or more of the
above functions without the assistance of visual aids beyond contact
lenses or eyeglasses;
5) The person lacks sufficient aural capacity to hear and understand
instructions shouted by cabin crew members, without assistance beyond
a hearing aid;
6) The person lacks the ability adequately to impart information orally to
other passengers; or
7) The person has a condition or responsibilities, such as caring for small
children, that might prevent the person from performing one or more of
the functions listed above; or a condition that might cause the person
harm if he or she performs one or more of the functions listed above.
d) Do not allocate Emergency Exit row’s seats to:
1) Invalid, sick or infirm passengers.
2) Passenger with disabilities
3) Passengers traveling with children and/or infant;
4) Unaccompanied Minor (UM); Young people travels alone (YPTA)
5) Passengers under 15 years
6) Obese passengers.
7) Pregnant women.
8) Elderly passengers (from 70 years old on the commencing date)
9) Passengers do not speak Vietnamese or English or unable to understand
emergency instructions.
e) Each BAV ticket agent shall, prior to boarding, assign seats consistent with
the passenger selection criteria and the emergency exit functions, to the
maximum extent feasible.
f) Priority order to arrange to sit in the emergency exit area:
1) BAV staff (Only passengers are BAV staff, not include the staff’s relatives
using ID ticket)

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2) Passengers who are BBC First or Diamond members rated as fit to sit in
the emergency exit seat area.
3) Passengers who are identified and rated as fit to sit in the emergency exit
seat area.
g) Briefing carefully with the passengers about NOT OPENING THE
EMERGENCY EXIT DOOR and ask them to read the emergency
instruction attached to passenger’s boarding passes. Stamp
"EMERGENCY EXIT SEAT" on the front of the boarding pass. Attach the
emergency instruction to the front of the boarding pass and request
passengers to present their boarding pass to the flight attendant when
aboard.
Seating procedures
Each passenger (except infants not occupying a separate seat) is assigned
an individual seat number per flight.
a) Seating Guidelines
1) Allocate seats for special categories of passengers in accordance with
BAV policy.
2) Except for the mandatory cases for reasons of exploitation or to ensure
safety and security, absolutely do not change the seat of a passengers
have purchased, chosen or checked-in without notifying and receiving
confirmation of passengers.
3) Exceptional circumstances include:
i. Operational – reduce the number of operating seats of the aircraft
according to the MEL document, unserviceable seats,
unserviceable inflight entertainment (IFE), aircraft change,
configuration change, etc.
ii. Mandatory – satisfying security and safety requirements e.g. to
allow certain categories of passengers to be seated together e.g.
medical escorts, Immigration escort, etc.
iii. Unsuitable – the seat assigned or chosen by the passenger is not
suitable for them e.g. child at an exit seat, infant in a seat with no
additional oxygen mask, etc.
4) The change of seats of passengers who have purchased, chosen or
checked-in should ensure the following principles:
i. Notify passengers as soon as possible, but no later than the
boarding time.
ii. For Business/VIP/CIP passengers who have self-check-in (online
check-in or kiosk check-in: staff try to contact passengers to
inform about the change and the reason for changing seats before
passengers through the security screened.

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5) For exceptional circumstances, if passenger insists on refund, please
advise passenger to write-in to BAV, at 19001166@bambooairways.com
or customerservices@bambooairways.com
b) Advance Seat Request (ASR) or Seat Selection
1) Passenger may have a preferred seat selection for a fee.
2) Agents are strictly not allowed to change or remove for all ASR seats.
3) Passenger with ASR must be given priority for same or similar seat type
to be assigned in the event of:
i. Aircraft change;
ii. The flight is disrupted; The flight is cancelled;
iii. The connecting flight from BAV operated flight is missed because
of flight re-timing;
iv. Defective Seat.
c) Business Class Seat Allocation
1) In the event that the Business Class cabin is not full, do not assign
passengers together unless they have specifically requested for it. This
is to allow our front- end passengers more privacy and exclusivity.
2) Notwithstanding the above, pre-booked seats must not be changed or
removed under any circumstances.
d) Seats Next to Bassinet Seats
1) Bassinet seats are usually protected and allotted to passengers traveling
with infants. These seats must be given to passengers traveling with
infants and not otherwise unless no infants are uplifted on the flights
concerned.
2) When flight is not full, in order to provide passengers with comfortable
seating and an enjoyable journey especially on long-haul sectors, seats
next to bassinets should not be given to passengers traveling alone.
3) When flight is full, allocate these seats (next to bassinet) to a smaller built
passengers traveling alone.
e) Seat Request for Staff
1) Staff and their dependants are allowed to request for seat.
2) Emergency exit seat rows and facility seats are strictly not permitted.
Such requests may only be confirmed upon check-in at the airport.
3) Only confirmed bookings may be allowed to make seat request.
f) Seat Request for Higher Class
A passenger with a First Class (FCL) or Business Class (CCL) ticket but
confirmed in the lower class and wishes to travel on the class paid if seats
available.
1) At Check-In Counter

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i. A passenger who has paid FCL/CCL fare but confirmed in the YCL
must be accepted in the YCL.
ii. After being accepted and given the EYCL boarding pass,
passenger should be registered for FCL/CCL.
iii. Passenger shall be invited to the lounge while waiting for his/her
confirmation of upgrading to FCL/CCL.
iv. The GSP Supervisor shall monitor on the availability of the
FCL/CCL seat.
v. If there is no FCL/CCL seat available, the passenger must be
informed accordingly, passenger’s ticket must be downgraded
accordingly.
2) At boarding gate
Boarding gate agent must also monitor of any no-show passengers
travelling on FCL/CCL.
g) Technical Crew and Cabin Crew Rest Seat
Crew rest seats on various sectors are required to be blocked for the
purpose of extension of the crew duty hours. These seats will be omitted
from the saleable capacity.
h) Defective Seat
1) Definition
i. Category 1 – Seats not available for commercial sale.
These are safety items when seats are defective and not safe for
passenger use.
ii. Category 2 – Seats not recommended for commercial sale.
These are comfort items such as inoperative In-Flight
Entertainment (IFE), reading lights, call lights, etc. This category
is really OK for sale; but passenger may not enjoy the full facilities.
iii. Category 3: Various constraints may not make seats on all
aircrafts available at all time; BAV may have to operate aircraft
with some inoperative seats.
2) Process
i. Engineering is responsible to rectify defective seats to ensure that
the seats are available for commercial sale.
ii. Info System: Maintenance Control Department will send out a
email on defective seats with seat number details, aircraft type,
flight date and sector and category type (1, 2, 3). Email from
Maintenance Control Department under a subject of ‘Defective
Seats’ shall be addressed to all affected departments and
stations.

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iii. Engineering through MCC shall notify the relevant operating
departments in cases of defective seats and related systems. The
notifications are in 2 categories:
iv. Revenue Management will reduce the capacity according to the
number of defective seats and cancel the seat number in the seat
map.
v. Upon receiving such email, Reservation or BAV Supervisor will
check on PNS of the flight/ date and sector to identify if any
passenger is pre-seated on the defective seat. If so, reallocate the
passenger to an alternate seat.
vi. Reservation or BAV Supervisor shall send a email for the above
information so that GSP shall be aware of the seat change.
vii. In the event if information of defective seat is received after
passenger has checked in, the boarding gate agent must advise
passenger at boarding gate for the new seat number (if seat
available) or next service recovery action (if seat no available).
MCC
Notification
to AO
(KULTKMH)
in DCS Sheet
(PIS)
or
Flight
OK
Adv Cabin Crew

Reallocation
i) Dirty Seat
1) Before boarding the flight, cabin crew shall check the cabin to detect dirty
seats.
2) In case there is a dirty seat, the cabin crew use the seat upholstered
mattress to cover the seat.

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3) In case the seat upholstered mattress is not available, the cabin crew
informs the inflight staff and MCC staff to swap the clean seat upholstered
mattress in the last row for the dirty seat.
4) In the event that the dirty seats cannot be rectified, the cabin crew will
notify GO at the airport about not assigning passengers in the dirty seats.
Jumpseat handling procedure
Jumpseat (J/S) check-in
Only apply for:
a) Pilot, Cadet.
b) Cabin crew;
c) Maintenance and Technical staff;
d) Dispatcher.
Principles
a) J/S only check-in for the above staff when no passenger seat available.
b) Employees using J/S must wear the BAV ID during the flight, limit access
to the cockpit, dress politely.
c) The arrangement of specific J/S seats on the aircraft is accepted by PIC.
d) PIC will brief to Cabin Manager about the J/S locations:
1) If J/S location is in cabin zone, Cabin Crew will guide employee to the
specific J/S location.
2) If J/S location is in flight deck, Pilot will guide employee to the specific J/S
location.
e) Before using J/S, staff must be briefed safety and security regulations by
PIC or Cabin Manager in accordance with FOM regulations and Aviation
Security Program.
f) Ground Services Standard: to be served as ticket class.
g) Inflight Services Standard: to be served as Economy Class.
Airport procedures
a) Check-in
1) When there is a need to use J/S, the GO Representative will contact PIC
to confirm the number and location of J/S to be check-in on the flight.
2) The GO representative informs GHA's check-in staff about the location
and number of J/S accepted for check-in on the flight.
3) In case the DCS system limits the number of J/S check-in, while in fact
there are still unoccupied J/S seats on the flight, the GO representative
informs GHA to manually check-in for the J/S.
4) The total number of J/S checked in on the flight (including on the DCS
and manual check-in) must be included in total pax and passenger
manifest of the flight.

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5) The load control staff must be informed the passenger close-out figures
with detail J/S information for W&B calculation and provide data to the
flight crew.
6) List of J/S checkin must be included in the Special information to Cabin
crew.
7) Note: Procedure for pax allocated in Exit row/area must be complied with
current regulations.
b) Load Control
1) Cockpit load control:
i. Provide J/S information via Final Data Sheet
ii. Update on OPT software guidance
2) Local load control (manual loadsheet/approved DCS):
i. Adjust pax J/S weight in DOW/DOI
ii. J/S quantity must be remarked in SI box of the loadsheet and
counted in total PAX.
Check-in Completion
Reconfirmation of Baggage, Pieces and Destination
Check-in agent is required to reconfirm passenger’s number of baggage
checked-in and its final destination or airport where to collect so that any
discrepancy or error can be rectified and solved immediately at the time of
check-in.
Farewell Salutation
Complete the check-in process by Standing up, establishing Eye-to-eye
contact with the passenger, Smile, Thank them, Guide them the way to the
boarding lounge and Wish them a pleasant flight.
Check-in Process Summary
a) Greet: Stand up, greet passenger in a friendly and professional manner.
Request for passenger’s flight details (booking reference number) and
travel document (ID or passport) (where applicable). Address the
passenger by name once this is known.
b) Pay attention to any indications the passenger might not be allowed to
travel (e.g., unruly behavior, signs of illness). Certain categories of
passengers may be refused travel at the operating airline’s discretion.
Apply operating airline procedures with respect to acceptance.
c) Identify the passenger in the check-in system. Passenger’s name:
1) Verify the passenger’s identity against the booked name, the travel
document presented, including review of date of birth, expiry status of
document, a visual comparison of the photo to the passenger. Follow the
section 2.2 Passenger Name, Reservation Manual of Commercial.

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2) In the event of name mismatch:
i. Passengers who are supported to change their name free of
charge (according to section 2.2.3 of Reservation Manual):
support to change the name of the passenger according to
regulations before check-in.
ii. Passengers who are not supported to change their name: request
passengers to purchase a new ticket at the airport ticketing office.
3) Ensure that the ticket number is availlable on the check-in system
4) Ensure that passengers present themselves individually for check-in. No
third party is allowed. Despite the congestion that may be caused due to
the size of a group or the number of individuals checking-in together, if
holding separate bookings but are friends/family, the entire passengers
must be physically present at the counter and travel documents must be
checked.
d) The acceptance of passengers on the waitlist is based on booking status
and as procedure at Section 2.7.9 of this Manual.
e) Validation
1) Verify passenger’s final destination.
2) Assess whether passenger has any special service request (SSR):
Check-in agent shall observe and check passenger’s condition to fit for
travel. For those need special assistance and medical clearance
passenger, check-in agent must assure that special handling request
under SSR code had been included in his/her booking number. Medical
requirement statement such as Health Check Status, Pregnant Book or
Medical Statement which show that the passenger fits for traveling by air.
i. Check-in agent informs to BAV officers special need assistance
passenger before acceptance.
ii. Check-in agent informs to related department for offering special
service.
iii. Departure station will send update message to arrival station to
handle upon special need assistance passenger (PSM message
includes: passenger seat, passenger status and checked-bag, if
any). The PSM message must be sent to arrival stations within 15
minutes after ATD.
f) Travel documents:
1) Agents must ensure that passengers comply with the CIQ requirements
as needed by the authorities of the countries that they are transiting or
arriving into.
2) Agents are allowed to accept only valid travel documents, i.e. passport,
visa, health certificate and flight tickets. When in doubt, refer to
TIM/TIMATIC or their superiors.

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3) Travel document checks are part of the routine duties of check-in agents
(to avoid visa violations i.e. nil visa, and visa in expired passport, passport
less than 6 months validity and no return or onward tickets).
g) API/APP/APIS Update
GSP agent shall ensure that all passengers checked in for BAV flights
have the valid API/APP/APIS updated before the flight is closed for the
destination is API/APP/APIS country.
h) Seat Preference
Agents have to assign seat based on passenger’s preference and follow
the section 2.1.6 Seat Allocation in this manual.
i) Checked Baggage (Refer to Chapter 3 on Baggage Handling for more
details)
1) Politely instruct and confirm passengers whether DG/ forbidden items in
checked baggage and cabin baggage.
2) The free baggage allowance is regulated according to ticket class,
category of passenger (VIP, CIP) and free baggage allowance according
to each type of Bamboo Club tier… (refer to section 3.3.2 for details).
3) Due to safety reason, the weight of 1 piece of baggage shall not exceed
32kgs. Request passenger to repack or reduce the content of the
baggage or create another check-in baggage if the baggage weight is
beyond current safety requirement.
2) Check-in agent must ensure that excess baggage fees have been
paid before injecting the baggage to the baggage handling system
(BHS), if any.
j) Cabin baggage (Hand baggage) (Refer to Chapter 3 on Baggage Handling
for more details)
k) Collect excess baggage (if any), and issue an Excess Baggage Receipt.
Note: Passenger and baggage will not be accepted and checked-in until
passenger has paid for the Excess Baggage. Once the Excess Baggage
Receipt is checked by the check-in agent as proof of payment, only then
can the check-in of passenger and baggage be processed.
l) If required, apply irregularity handling in line with BAV procedures, (e.g.,
search for volunteers in case of oversales).
m) Observe through check-in or return check-in, if applicable, and issue all
related boarding passes
n) Issue boarding pass(s) for the passenger. Advise passenger to be at the
boarding gate at least 40 minutes prior to ETD.
Note: Under no circumstances can a boarding pass (s) be reprinted.
Agents must contact the BAV Supervisor or GSP’s Supervisor if a reprint
is necessary.

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1) Types of boarding pass
i. Online boarding pass: Boarding pass printed from BAV’s DCS.
ii. Offline boarding pass: Boarding pass printed from local partner of
DCS.
iii. Manual boarding pass: Hand-writing boarding pass produced in
case of check-in system down.
2) Due to security reason, all types of boarding pass shall include:
i. Passenger’s name which matches to passenger’s document,
traveling identification;
ii. Flight number;
iii. Departure date;
iv. Destination;
v. Sequence number;
vi. Seat number.
o) Return all remaining travel documents, itinerary and/or any items belonging
to the passenger.
p) Present boarding pass and lounge invitation (if any) to the passenger.
1) Agents have to highlight passenger’s name, boarding time, gate number,
the location of the departure gate and any flight irregularities, if applicable
when handing over the boarding pass.
2) For ITCI / TCI, explain where each of the boarding pass will be used.
3) Confirm the number of checked baggage and destination by showing
them the baggage claim tags.
4) Note: Check-in agent is required to reconfirm passenger’s name, number
of baggage checked-in and its final destination or airport to collect so that
in case there is any discrepancy or error, it can be rectified and resolve
immediately at the time of check-in.
q) 15 MINUTE RULE: The departure gate will close 15 minutes before the
scheduled time of departure. BAV will deny any passenger arriving at the
gate after this time.
r) Final Salutation
Note: It is important for agents to end transaction with a pleasant
salutation in order to create a good and lasting impression on
passengers.
Examples: Thank you Sir, have a pleasant journey or Thank you for
flying Bamboo Airways – Airline of hospitality.
Passenger Wrongly Identified
a) In the event that a passenger has been wrongly identified and checked-in,
the check-in must inform the BAV Supervisor IMMEDIATELY.
b) BAV Supervisor must verify and confirm that passenger has been wrongly
identified and offload passenger IMMEDIATELY.

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c) If the number of pieces of baggage has been updated, the baggage tags
will be printed accordingly. The bag must be tagged and confirmed about
total pieces accepted, no DG, Security and Valuable Items, … in the
checked bag before a boarding pass is given to the passenger. This is to
avoid mishandling of the baggage.
d) Ensure that both the boarding pass and the baggage tags are destroyed
IMMEDIATELY.
e) Boarding pass should be torn to small pieces and the baggage tags that
have been printed in error due to any reasons, that cannot be torn due to
the type of printing material used, must have the following written boldly
across the tag:
DO NOT USE, DESTROYED TAG, PASSENGER HAS BEEN
OFFLOADED, UNAUTHORIZED TAG. The tag should not be discarded
in the waste bin at the check-in counters, instead, either be given to the
BAV Supervisor or to be taken back to the office to be disposed on our
premises and not in an open area that is accessible to the public at all
times.
f) If only the passenger is offloaded, but not the baggage, this will result in a
baggage discrepancy in the total pieces of baggage onboard.
NOTE: Discrepancy in baggage reconciliation is a serious security
breach and should the Authorities decide to do a spot check, the aircraft
may be grounded indefinitely as Annex-17, an International Civil Aviation
Organization (ICAO) security code has not been abide by. A report to the
authority is required when such a situation occurs.
g) Printed boarding passes, irrespective for the correct passenger or wrongly
identified passenger must not be kept on the counters or anywhere that can
be easily accessible to the public. Boarding pass for the correct passenger
must be handed over to the passenger immediately upon completing the
check-in process. Wrongly identified passenger’s boarding pass must be
destroyed IMMEDIATELY, torn to small pieces.
h) While the passenger is being offloaded or staff waiting for the BAV
Supervisor to verify and confirm the offload, the correct passenger shows
at the counter. In this case, staff are still be wait for the passenger to be
offloaded and be re-checked-in again, going through the entire step by step
check-in process with the correct passenger.
NOTE: Under no circumstances should a boarding pass be re-printed.
Only BAV Supervisor after observing several checks is allowed to
authorize a re-print of a boarding pass. A re-print of a boarding pass
without proper control and authorization from the BAV Supervisor is
strictly prohibited.

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Flight Close and Release data

a) Once all passengers have been checked-in, the flight must be closed and
released to Load Control Division so that loadsheet can be issued by Load
Control. The data and information released to Load Control are inclusive of
passengers, checked baggage and other items loaded onto the aircraft.
b) Once a flight has been released to Load Control Division, any decision to
re-open the flight for check-in must be referred to Load Control staff.
Special Information to Cabin Crew
a) Special information form (to cabin crew) is made after closing out the flight.
It indicates passenger seating positions with special services
(VIP/CIP/BUSINESS or passengers traveling with special service, pregnant
woman, … and other special information requiring the attention of cabin
crew on board.
b) The following information must be indicated in Special information form:
fully state out of mandatory fields on this form including other information
such as: VIP/CIP, invalid, sick or infirm, deportee passengers.
c) Special information form is given to cabin crew after completing the above
contents by the GSP staff.
Post Check-In
For security reasons, it is imperative once check-in agent have completed
check-in all passengers and closed the counter, all boarding pass, baggage
tags and other paper work must be cleared from the counter or locked in a
safe place.
Passenger Boarding
Definition
It consists of:
a) Gate preparation (including FIDS, dummy, standee and DGR displays)
b) Departure gate control
c) Boarding
d) Gate closure
e) Loading of bag/ items and offloading no-show passengers at the gate are
as per loading/ offloading instructions in the Ramp Manual.
Preparation for Boarding
Before boarding, ensure passengers and their cabin baggage have
undergone security checks, if applicable.
a) Start and test gate equipment or if required prepare manual boarding
documentation in accordance with operating airline procedures.
b) Check boarding facilities and gate monitors are displaying the correct flight
information.

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c) Prepare the gate room for boarding (e.g., place stanchions, carpets,
baggage sizers, podiums), as per BAV procedures.
d) Ensure Dangerous Goods and Prohibited Articles notices are displayed at
the boarding gate.
e) Prepare required handling material (e.g., boarding passes, baggage tags)
as per BAV procedures.
f) Review the flight and check the following:
1) Number of booked and accepted passengers, including waitlist.
2) Passengers requiring special attention or pre-boarding.
3) Passengers who are not authorized to board and, if any, related action
required (e.g., feeding APIdata, selectee handling)
4) In the case of an overbooked flight, assess the number of volunteers
required and/or expected number of involuntarily denied boarding
passengers.
5) Inbound connections and arrival time.
6) If applicable, meal counts in relation to the number of passengers.
g) In case the ground station condition is available, boarding gate should be
arranged into two lines:
1) A priority line for the VIP, CIP, Business class, passengers using Bamboo
Club First/Diamond/Gold card.
2) A line for Economy class passengers
h) Prepare boarding announcements as required by the BAV procedures
i) Ensuring good conditions for boarding. Before boarding, ground staff
should thoroughly check appliances and facilities concerned from waiting
Lounge to cabin of the aircraft such as: passenger steps, air bridges,
paths to ensure there is no obstacle and danger, light is sufficient to
avoid tripping over for all passengers. In case of boarding by passenger
steps, umbrellas, raincoats, passenger steps with canopy should be
readily prepared to serve passengers. It must ensure that passengers
are not drenched when boarding. Passengers are not allowed to enter
dangerous area at ramp. Sign boards must be clearly indicated the
boarding path at each point.
j) If passengers and staff need to walk on the ramp, ensure the route to the
aircraft is safe and clearly marked. Passengers must be supervised on the
ramp at all times.
k) For boarding with a Passenger Boarding Bridge (PBB), secure the route to
the aircraft and block off any unused passageways, if required. Identify
passageways (e.g., by class) as per BAV requirements when there is more
than one passageway in use.

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Passenger Boarding Process
Boarding procedure
a) Before boarding, ensure passengers and their cabin baggage are security
screened.
b) Apply the boarding sequence as requested by BAV mentiond at Section
2.1.12.3.2.
c) Make boarding announcements as per BAV or Airport procedures
d) Follow BAV procedures for passengers requiring assistance or pre-
boarding.
e) Smile and greet passengers.
f) Board passengers as per BAV precision timing and/or according to local
procedures.
g) Verify each passenger’s identity as per BAV and authority requirements.
h) Cross-check the name on the passenger identity document with the one on
the boarding token/card, and visually match the passenger with the
photograph.
i) Register each passenger boarding and make a notification in the DCS
j) For manual or non-automated boarding, check the flight number and date
on the boarding card/token and register the security number as per BAV
procedures.
k) Apply the BAV cabin baggage procedures, and account for any gate-tagged
items.
l) Follow safety precautions when aircraft fueling is in progress as per the
BAV procedures and state or local regulations.
m) If a passenger is not eligible to board deny boarding enter passenger
records to resolve the passenger boarding issue.
n) Enforce cabin baggage procedures:
1) Add any additional cabin baggage tag number(s) in the DCS collected at
the gate as per operating airline procedures and the system used
(manually or automated). Inform load control
2) Advise ramp staff and/or load control of any gate tagged items to be
loaded as per BAV procedures.
Boarding Sequence
a) Boarding priority and announcement procedures must be in accordance to
the following sequence:
1) Stretcher, Oxygen
2) Medical Cases
3) Deportee
4) Special Passengers (WCH, UM, YPTA, BLND, etc)
5) Elderly Passengers and Family with Infant/children.
6) Economy Class Passenger (by rows/zones)

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Note: UM is escorted by ground staff and being handed over to the
cabin crew. Passenger with reduced mobility and elderly passengers
are also escorted by ground staff when boarding and assisted by
cabin crew for their seating, the baggage of mother traveling with
infant is transferred to cabin by ground staff. It is necessary to
identify these passengers and assign assistants to help them before
boarding, even they had no requests.
b) The following guidelines for boarding of Economy Class passengers by
row:
Aircraft Type First Call Second Call

A321 From row 17 to the From row 3 to row
last row 16
last row 12
last row 10
B787 From row 46 to the From row 31 to row
last row 45
Embraer ERJ From row 15 to the From row 1 to row
last row 14
c) First Class, Business Class, Bamboo Club: First, Dimond members may
board at their own convenience after receiving clearance from Cabin Crew.
d) Note: The BAV Supervisor has the responsibility to observe and control the
ground handlings agents to ensure the boarding area of BAV’s flight is
separate with the other airlines, including monitoring the GSP to have staff
meet and assist BUSINESS passenger from BUSINESS Lounge to
boarding gate and availability of BUSINESS van for BUSINESS
passengers traveling on ramp (if boarding at remote parking bay, not
aerobridge used).
Boarding Time
a) Boarding gate opens at least 40 minutes before STD or based on situations.
b) The boarding time may delay when one of the following sections informs
not ready for boarding: Cabin crew, Cabin Cleaning, Catering, Engineering,
Refueling, and Ground Handling. Except technical reasons, Station
Manager should immediately contacts with sections concerned to catch up
the information and efficiently cooperate with the sections to minimize the
delay time.
c) After all, GSP/ BAV Supervisor receives boarding order from Cabin
Manager when he/she has already confirmed with Captian “OK to board”.

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Boarding during Refuelling

a) Passenger is only allowed to embark after finishing refueling of aircraft.
However, for reduce delay time, passenger may embark the aircraft during
refueling upon receiving the approval from flight’s captain, airport authority,
safety conditions are met.
b) After receiving approval from Captain and airport authority and meeting all
safety conditions, BAV’s staff must ensure the following regulations to be
observed:
1) Ground staff must ensure passengers are not allowed to approach the
refueling area.
2) Passengers are directly conducted to embark to the aircraft; the doors of
aircraft must be opened in advance.
3) “No smoking” is allowed at any time.
4) BAV’s staff and cabin crews must prepare in advance the plans to get out
of danger in emergency cases (fire and explosion).
Gate Management in Different Environment
Facilities and physical layout of gate areas at airports are not all the same.
The differences in airports can be significant. However, it can be grouped
largely into 3 categories. Gate management process should therefore be
designed to make best use of the environment or to minimize the negative
impact. Adjust the following guidelines to suit your local environment:
Boarding Using Aerobridge
a) Proper announcement and signage are needed to provide directions.
b) Place suitable queue barriers and signage to create an exclusive boarding
passage.
c) Priority boarding passengers should be boarded separately.
d) One staff shall be positioned to lead the 1st passenger to aerobridge and
confirm signal to Cabin crew at aircraft door to direct passengers for safety
and crowd control purposes.
e) It must ensure that passengers do not enter in-operated/ other airlines
boarding aerobridge.
f) Keep passengers boarding by rows/zone to avoid congestion in aerobridge.
Boarding Using Bus
a) Priority boarding passengers should be boarded separately.
b) Keep economy passengers boarding by rows/zone and use separate bus
to avoid congestion at ramp.
c) Each bus, regardless of number of passengers loaded, should not be
waiting/idle for more than 15 minutes.
d) Bus should not be overloaded.
e) One staff shall be positioned at bus boarding point and at aircraft side to
direct passengers for safety and crowd control purposes.

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Boarding Using Steps
a) Keep economy passengers boarding by rows/zone. One staff shall be
positioned at the aircraft side to direct passengers for safety and crowd
control purposes.
b) Ensure passengers not wander from the planned path to the aircraft.
c) Keep passengers in groups to control their movements on the tarmac.
d) Escort passengers safely to the aircraft by observing ground safety and
hazards at the apron, for example: jet blast, moving vehicles, fuel lines,
intake suction, propellers, etc.
e) Inclement weather - ensure adequate umbrellas are being provided to
passengers when it rains and use canopy on the stairs of the aircraft. During
inclement weather conditions, every effort must be taken to use heavy
canvas covers to protect checked baggage while dispatching them to the
aircraft and during loading into the aircraft hold.
Counting of passengers:
a) Originating flights:
1) Ground staff carry out the counting of boarding passengers.
2) Counting is conducted by means of boarding pass tabs or DCS
system at boarding gate.
3) Check number by counting of passengers with the number of checked-in
ones in the manifest. In case of no discrepancies, inform cabin crew to
close the aircraft door for departure.
4) Counting passengers is carried out in the aircraft by cabin attendants if
there is a request from BAV Supervisor. BAV Supervisor requests cabin
attendants to carry out counting when there is a discrepancies between
the figures at boarding gate and the figures in manifest or other cases of
mixing passengers. In such cases, any delay arising from the counting is
considered the delay owing to security reason.
5) When a discrepancy occurs, ground staff immediately inform duty
managers at the airport, try to identify “missing” passengers and check
computer system if passengers fail to show up for boarding but having
embarked on the aircraft. Finding missing passenger should not cause
the delay of the flight.
6) In case of discrepancies, BAV Supervisor requests Cabin Crew to carry
out a counter-check onboard. Before carrying out the counting, Cabin
Crew informs passengers obtaining their seats, not occupying toilets.
7) The BAV Supervisor should notice the case to the Captain for a decision
whether to check and offload the baggage (if any) of the missing
passenger.
8) In case of offloading the baggage of missing passenger, the BAV
Supervisor must immediately inform Baggage Handling Section and Load
Control Section to make the necessary adjustments in Load Distribution

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Sheet, the missing passenger's name must be deleted from the
Passenger Manifest by ground staff.
9) BAV Supervisor observe and corporate with ground handling staff to
ensure boarding for different flights is separated, avoid incorrect
boarding.
10) After the flight departure, a search should be carried out to find out the
reasons of the discrepancy; the Station Manager has the responsibility to
inform all station staff concerned about the discrepancy.
b) Counting on transit passengers
1) Counting of transit passengers taken by counting of boarding pass,
transit pass or computer checking at boarding gate.
2) The number of disembarking transit passengers should be enumerated
through checking the “transit card” of the flight.
3) The number of transit passengers remaining on board is counted by
cabin crew of the flight.
4) The total number of disembarking transit passengers and the number of
passengers remaining onboard must be agreed with the transit figure
indicated in the passenger manifest of the flight.
Handling In Case Of Seat Duplicated, Passenger Seated With Wrong
Seat Number during Boarding
In case when the irregular situations happen during the time of boarding,
such as double seat allocation, passengers allocate seats with wrong seat
numbers/section, the following process shall be applied:
a) Cabin Manager should liaise with ground staff for checking reasons and
explaining to passengers, arranging and directing him to his new seat.
b) When receiving information from cabin attendants concerning the seat
irregular situations on the aircraft, ground staff should immediately check
the information and reply to cabin attendants with the corrected seat
number of the passenger.
c) If it is necessary to change the boarding pass, ground staff must hand
directly to cabin attendants at the gate of aircraft.
d) If other problems happen, ground staff must coordinate with the BAV
Supervisor to deal with, but not allow to delay the flight.
e) Cabin attendants shall be responsible for allocating passengers at the
corrected seats.
Offloading of Passenger
Objective
a) To ensure that any checked-in passenger not travelling is removed from
the check-in system, including any associated baggage.

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b) To confirm to the Cabin Manager that any checked baggage and hand carry
baggage relating to an offloaded passenger has been reconciled and
offloaded from the aircraft.
c) To ensure that Load Control department shall be updated of number of
offloaded passengers (ADL, CHD, INF), number of associated baggage for
a new loadsheet.
d) To ensure that all offloaded passengers or group of passengers must be
commented with the reason for offloading onto PNR for records and follow
up actions at Customer Service, Call Center.
e) To ensure passengers have been offloaded from any connecting flights.
General process
a) For passengers already checked in but showing up at the boarding gate
when it is already closed:
1) Gate will be closed 15 mins before STD.
2) Based on the flight OTP, BAV Gate in charge Supervisor will make
decision of accepting the passenger on-board. Whenever acceptance
given out, GSP Supervisor informs to concerned departments/divisions
(load control, loading…) for further handling.
3) In case of denied boarding, BAV will arrange the next available flight to
the late-show passenger and surcharges will be applied as BAV current
policy.
b) Gate closure: The current operations standards setting closed time for
boarding gate: 15 mins before STD. If the gate is closed, the late show
passenger cannot board the flight. And under no circumstances, should the
aircraft be recalled back to the gate or for ground staff to demand that the
door is opened to board a late passenger, especially after the crew have
closed the door and satisfied their safety checks.
c) Any update of passenger figures, bag figures must be informed to Load
Control division, if those changes happened after gate closed.
d) Gate staff must ensure that checked baggage, hand carry baggage of
offloaded passengers must be offloaded on DCS system and from
cabin/cargo hold. The LIR, Load and Trimsheet must be corrected
accordingly. The flight messages (MVT, LDM, PSM…) shall also be
corrected.
e) Passenger WITHOUT himself present at opening time of boarding gate:
Based on T & C for each type of tickets, the passenger who purchases
ticket but does not show up at the boarding gate within the last 15 mins
before departure will be forfeited and cannot demand for refunds free of
charge.

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Passenger Boarding Discrepancies

If there were passenger discrepancies (minus or plus), the discrepancies
must be resolved prior to closing the aircraft door and must be updated in the
DCS.
a) Make every attempt to locate missing passengers and obtain visual proof
of boarding. Verify documents if the missing passengers are found to be
already on board the aircraft.
b) Apply BAV procedures and government regulations with respect to the
removal of checked baggage of passengers who checked-in but fail to
board at Section 3.5.3.
c) When more passengers are on board than shown in the boarding count the
boarding passes and identities of the passengers must be verified and the
acceptance corrected and reconciled accordingly.
d) Notify crew and load controller of any last minute changes to passenger
and/or baggage load.
Caution:
Any passenger discrepancies MUST be resolved prior to closing the
aircraft door. All passengers must be accounted for manifested correctly.
End of Boarding
Before flight closure, ensure all accepted passengers have boarded the
aircraft.
a) Secure the flight by matching the checked-in passengers to the boarded
passengers. Finish the boarding process and close the flight in the DCS, if
required.
b) Add any additional cabin baggage tag number(s) in the DCS collected at
the gate as per BAV procedures and the system used (manually or
automated).
c) Provide final passenger numbers to cabin and/or flight crew.
d) Provide required flight documents to cabin and/or flight crew
e) Ensure load control is informed about final passenger and/or baggage
information, as per operating airline procedures.
f) Close the aircraft door (if applicable – based on BAV's implementation). In
case of cabin door closure: only personnel who trained to operate cabin
access doors can perform the task, refer to GOM – part 1.
g) Send required post flight messages upon flight close out.

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Boarding in Case of DCS Breakdown

Where no DCS is available or in case of DCS failure, apply manual boarding
procedures. Ensure the final checked-in count matches the boarded
passenger count prior to door closure and prepare to board a final manifest.
Checked-in Cabin Baggage
Reference: VAR 17.033 (b), 17.035 (e)
Passenger
Remove valuables Handover
Receive
and medicines and baggage to
baggage tag
lock baggage boarding staff
Boarding Gate Staff Issue

baggage tag Affix stub on gate baggage
to final sheets based on flight OPEN
destination section of bingo sheet
from system
OPEN
Advise passenger Check if flight Inform load
Passenger with Accept cabin
that baggage can status if Flight control
non-compliant baggage from
not be carried in closed for Status
cabin baggage passenger
cabin check-in
CLOSED CHECK-IN Affix stub on Update

Non-compliant cabin baggage is baggage that does gate baggage number of
Issue manual sheets based
not adhere to airline rules for cabin baggage pieces/
baggage tag to on FINAL
(oversize bags, number in excess of admissible weight
final destination section of
limits, etc) collected in
bingo sheet DCS
Flight Documents
General
Provide the flight crew at least 01 copy of the required documents according to
BAV specifications or the number of copies depending on the destination’s
regulation.
Passenger Manifest (PM)
The Passenger Manifest (PM) provides information to the cabin crew about
passengers on board (name, seat number, total passenger onboarded). Provide
a PM to Cabin Manager before departure.
General Declaration (GD)
The General Declaration (GD) provides information about the list of crew
member names.
Loadsheet
The loadsheet contains weight and balance data pertaining to a particular
flight, including the weight of the aircraft, crew, pantry, fuel, passengers,
baggage, cargo and mail.
Passenger Service Message (PSM)
The Passenger Service Message (PSM) provides information to the cabin crew
26T
about passengers who require assistance or special handling.

26T

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Passenger and Cargo Manifest
Gate staff must ensure the correct number of copies of Passenger and Cargo
Manifest are supplied on board to avoid any delay due to additional request by
cabin crew.
Other Flight Documents
a) Other required documents may include other special information (i.e. INAD
documents, etc).
b) BBC passenger List is a mandatory document. It aims to inform Cabin
attendants about BBC passengers on board. Details of the passengers
shall be displayed such as their full names, seat numbers, tiers, card
numbers, etc. On this list, passengers with Diamond and First tiers must be
hightlighted to catch attentions.
Post Flight Departure Activities
a) Ensure all relevant messages are dispatched to the appropriate addresses,
as per BAV specifications. Messages may include:
1) Movement (MVT)
3) Load Message (LDM)
4) Passenger final sale (PFS)
5) Passenger Reconcile list (PRL)
2) Teletype Passenger Manifest (TPM)
6) Passenger Transfer Message (PTM)
7) Passenger Service Message (PSM)
8) Advance Passenger Information (API)
9) Container Pallet Message (CPM).
10) ULD Control Message (UCM)
b) Flight document retention: retain (electronically or paper file) flight
document for a period of no less than three months.

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PASSENGER SECURITY
Security of Documents
All materials used for passenger and hold baggage processing (e.g. boarding
passes, transit passes, baggage tags, FIMs, vouchers, stamps) must be
protected or be under surveillance at all times in order to prevent
unauthorised access and use.
Disposal of Printed Documents
Printed materials such as boarding passes, passenger lists, and handling
forms may have to be reprinted and are therefore left behind as waste.
Dispose of these documents according to data protection rules, as they
contain passenger data.
Unauthorized persons shall not be given access to printed documents
containing passenger data or their contents.
Counter and Area Security
a) All systems, including the DCS, passenger facing counters etc. must be
controlled to prevent unauthorized access. Follow airport procedures to
prevent unauthorized access to and use of un-issued (blank) boarding
passes.
b) Before leaving the counter, remove boarding passes and baggage tags
from the printers or lock them.
c) Before leaving the counter, sign out/log off and lock the system.
d) Adhere to regulations concerning the usage of sign-ins and passwords as
per Corporate IT Security Policy and the terms and conditions of DCS sign-
in code usage.
e) Users shall not perform the check-in, issuance of boarding pass and
boarding gate activities for own travel (except for self-service check-in e.g.
kiosk/mobile/web). Any violation or misappropriation will subject to
disciplinary action as per Company’s policy.
Restricted Areas
Secure all gate and departure areas by keeping doors closed, use appropriate
barricades when directing passengers.
a) Ensure all access doors are closed when not in use.
b) Position staff as required directing passengers.
c) If passengers have to walk on the apron to aircraft, ensure passengers
proceed directly to the aircraft.
d) If transportation has to be provided to passengers to move them from the
terminal building to the aircraft, make sure only screened passengers are
allowed to board the vehicle.

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Passenger Suitability for Travel
Assess each passenger in term of security risk by looking for anomalies and
observing certain emotional characteristics and/or body language. Be on the
lookout for overall fitness to fly, including potentially communicable diseases,
medical conditions, intoxication, etc.
Further questioning of the passenger may be required to assist with
assessment:
When a potential problem is identified;
a) Suspend the process for the identified passenger (check-in and/or
boarding).
b) Notify the supervisor or airline representative to obtain their agreement on
further action(s).
c) The supervisor will contact the appropriate local authority for assistance.
The Guidance of Practitioners
a) The principal factors shall be considered when assessing a patient’s fitness
for air travel are the effects of reduced atmospheric pressure and
consequent reduction in oxygen tension even in pressurized aircraft, the
cabin may be at a pressure equivalent to an altitude of 5000 to 7000 feet.
b) The following conditions are usually considered unacceptable for air travel:
1) Anaemia of severe degree.
2) Severe cases otitis media and sinusitis.
3) Acute contagious or communicable disease – e.g. Open tuberculosis.
4) Myocardial infarction within 6 weeks of on set-congestive cardiac failure.
5) Hypertensive disease with severe complications.
6) Peptic ulceration with recent hemorrhage within 3 weeks.
7) Post-operative cases
8) Within 10 days of simple abdominal operations
9) Within 21 days of chest surgery.
10) Skin disease, which are contagious or repulsive in appearance.
11) Fractures of the mandible with fixed wiring of the jaw.
12) Mental illness without escort and sedation.
13) Single pregnancies from 36th week and above; pregnancies with twin or
more children, artificial insemination pregnancies, pregnancies with
abnormal fetal evolution requiring medical clearance before departure:
from 32th week and above.
14) Introduction of air to body cavities for digenetic or therapeutic purposes
within 7 days.
c) Although these are suggested limiting factors, each individual case must
be considered on its merits and dependent on whether or not the passenger
is accompanied by a professional escort.

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d) Cabin crews are trained in first aid only, and are not expected to pay
particular attention to invalids to the detriment of service to other
passengers. Additionally, except in emergency, they are not permitted to
administer any injections.
Safety and Security of Passengers and Their Baggage
a) It is the responsibility of GSP supervision staff to ensure that all security
threats are immediately reported to BAV, the flight crew and applicable
authorities as per local requirements and BAV policy. Apply BAV and/or
regulatory airport authority security procedures for the handling of
passengers and their baggage in the event of:
1) A bomb threat condition.
2) An increased security threat condition.
b) In the event of discovery of any signs of security control being reached or
tampered, where the potential for unauthorized interference has been
determined to exist. It must ensure that:
1) All passengers and their cabin baggage in the sterile area shall be
contained and undergo mandatory re-screening. The Security/ Gate staff
will gather all passengers in the sterile area and bring them back to the
screening checkpoint.
2) The Security staff will carry out search to ensure full clearance prior
rescreening start and passengers being allowed back into the sterile
area.
Safety and Security Restrictions Advice to Passenger
Reference: VAR 18.145
a) BAV shall have a notification system that ensures information on the types
of dangerous goods forbidden for transport on board an aircraft is
communicated to all passengers. Such system shall ensure the following:
1) The requisite information on the types of dangerous goods forbidden for
transport on board an aircraft is provided to passengers:
i. At the point of ticket purchase or, where that is not practical, prior
to issuance of a boarding pass
ii. At issuance of a boarding pass, or when no boarding pass is
issued, prior to boarding the aircraft.
2) Where ticket purchase and/or boarding pass issuance can be completed
by passengers without the involvement of another person, the passenger
is required to acknowledge that the requisite information has been
presented.
3) Information is provided at each of the places at an airport where tickets
and/or boarding passes are issued, and in baggage drop and aircraft
boarding areas.

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b) All tabletop signage must be displayed and placed prominently at the
check-in counters and request passenger to read the table top signage
while performing the check-in entries. Notify passengers of items forbidden
in their baggage. It is a reminder to passengers on restrictions on BAV
flights.
c) Security Questions
1) To ensure the highest standard of security is met, all passengers must
be asked security questions at check-in. The nature and wording of the
questions must include seeking to establish whether
i. An item could have been introduced into the baggage without the
passenger’s knowledge.
ii. The passenger is in possession of any item given to him by a third
party to be taken on board the aircraft.
iii. There is any device that may endanger the safety of our aircrafts,
crews and passengers.
2) The questions are important and attention must be paid to the answers
and the manner in which they are given.
3) The questions are relevant to cabin baggage as well as checked-in
baggage therefore the passenger must be asked “Can I ask you some
security questions with regards to ALL your baggage and personal items
that you are carrying?”
4) Mandatory Security Questions:
i. Is this your baggage?
ii. Did you pack it by yourself?
iii. Are you the owner of all items inside your baggage?
iv. Did you carry any items for others?
v. At the airport, were you given any gift or did you carry baggage
for others?
vi. Do you carry lithium device or electronic equipment in your
baggage?
Note: If the staff suspects that the answer to the above
questions is not genuine and needs to investigate further, a
secondary security check should be conducted. Staff must
notify the local authorities to conduct the secondary check.
d) Below is the guideline on how you shall communicate these questions with
the passengers:
1 Is this your a. If the answer is ‘YES’, move to the next questions.

baggage? b. If the answer is ‘NO’, kindly ask the passenger to
return the baggage to the rightful owner.

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2 Did you pack it a. If the answer is ‘YES’, move to the next questions
by yourself?
b. If the answer is ‘NO’, kindly inform the passenger
that his/her baggage shall not be checked for
his/her flight unless passenger can confirm that
he/she is fully aware of the contents of his/her
baggage
3 Are you the a. If the answer is ‘YES’, move to the next question.
owner of all b. If the answer is ‘NO’, kindly inform the passenger
items inside that his baggage shall not be checked for his/her
your flight unless passenger can confirm that he/she is
baggage? fully aware of the contents of his/her baggage.
4 Did you carry a. If the answer is ‘NO’, move to the next question.
any items for b. If the answer is ‘YES’, kindly inform the passenger
others that his baggage shall not be checked for his/her
flight unless passenger can confirm that he/she is
fully aware of the contents of his/her baggage
5 At the airport, a. If the answer is ‘NO’, move to the next question.
were you b. If the answer is ‘YES’, kindly inform the passenger
given any gift that his baggage shall not be checked for his/her
or did you flight unless passenger can confirm that he/she is
carry baggage fully aware of the contents of his/her baggage
for others
6 Do you carry a. If the answer is ‘YES’, kindly ask the passenger to
lithium device remove it from his/her baggage and carry it with
or electronic passenger into the cabin instead.
equipment in b. If the answer is ‘NO’, thank the passenger for co-
your operation to answer all the security questions.
baggage?
e) It is also mandatory to display visual examples of dangerous goods either
electronically (Flight Information Display System – FIDS) or manually (table
top signage) at an airport where tickets are issued, check-in counters,
aircraft boarding areas, baggage claim or any location where passengers
are checked in. This information must include visual examples of
dangerous goods forbidden for transport aboard an aircraft.
f) For Kiosk Check-in and Web/Mobile Check-in, passengers need to read the
security requirement statement and DGR notice on the screen and confirm
that that the prohibited items are not carried in their checked baggage. On
pressing [Agree] button, the application will continue to print boarding pass.
g) Agents are also required to advise passengers the restriction on amount of
Liquids, Aerosols and Gels (LAGs) that can be taken through an
international air services.
h) Checkin agent shall pay extra attention to hidden dangerous goods which
may not be obvious to people and which may be inadvertently packed as
normal baggage. The examples of articles or substances which may
contain dangerous goods may be find in BAV DGM 2.10.

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i) In the event of non-permissible dangerous goods discovered in passengers
baggage or any spills and/or leaks of unidentified substances, the following
guidelines must be followed:
1) In the event the dangerous goods are detected, ground staff shall refuse
acceptance and provide passengers with other alternatives.
2) In the event of spillage and/or leakage of flammable liquid or fuel or
unidentified substances, do not touch the baggage or items. Refuse
acceptance.
3) Report immediately to BAV Supervisor for their further action.
4) Ensure that such occurrences are promptly reported to the local airport
and state authorities.

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PASSENGER ARRIVAL, TRANSFER AND TRANSIT

Reference: VAR 12.076 (a)(2)
Introduction
Whilst there is much emphasis on check-in and boarding duties at the
airport, staff need also be mindful that the passenger’s journey does not
end with BAV once the aircraft has touched down at the arrival airports.
Their journey continues with BAV till they have completed all arrival and bag
formalities.
Pre-Arrival
26T Review the pre-arrival information from DCS and/or messages.
26T
a) Prepare for short connections if applicable.

b) Arrange facilitation for passengers requiring assistance, e.g. UMNR, PRMs.
c) Check requirements for any gate delivery mobility aids.
d) In case of delay of arrival, check onward connections and prepare service
recovery handling as per BAV policy.
Arrival
General
a) Prepare aerobridge; ensuring it is free of debris and position as per the
standard height for the aircraft type.
b) Secure the disembarkation route for passengers.
c) If gate staff are trained to operate cabin access doors, refer to the
procedures.
d) Disembark passengers in accordance with BAV policy.
e) Provide assistance to passengers requiring it. Communicate any delays in
providing assistance services.
f) Passengers are directed to the bag claim area.
g) Guiding instruction at the airport is done via sign posts, ground handling
staff instruction, or leaflet provided to passengers.
h) Old, unhealthy, pregnant or disable passengers who do not book special
services shall be assisted by staff upon the arrival.
Arrival Handlings
Arrival Passenger
a) The order of disembarking passengers:
1) VIPA, VIPB passengers
2) VIPC, VIPD, CIP and Business class passengers
3) Economy class passengers
4) Passenger with Reduced Mobility, DEPU/DEPA/Deportee passengers.
5) STCR and OXYG passenger.

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b) Disembarking passengers control:

1) In case of using air-bridge to disembark passengers:
i. Create a unique path from the aircraft to the arrival terminal by
using appropriate railings and signages;
ii. Assign one staff to lead the first passenger from the aircraft to the
end of the air-bridge area of the operating flight and guide the
passenger to the arrival area;
iii. In case of operating 2 air-bridges, staff must ensure that only
when all Business class passengers completedly disembarked,
Economy class passengers are started to invite to exit the aircraft
at the second air-bridge.
2) In case of using buses to disembark passengers:
i. VIP and Business class passengers are transported by Business
class vehicles in the apron, from the aircraft to the arrival terminal;
ii. In case of using 2 passenger steps or more, staff must ensure that
Business class passengers are allowed to disembark before
Economy class passengers and Business class passenger
vehicles arrive the terminal before Economy class passengers.
However, to save time, staff can allow Economy class passengers
to get off the plane as soon as the first Business Class passenger
gets on the Business class vehicle;
iii. Do not transport overload/ over the number of passengers on the
bus;
iv. For safety and crowd control reasons, at the bottom of each
aircraft staircase, assign one staff to guide passengers to the
vehicle. The staff must ensure that no passenger enables to get
out of the designated path from bottom of the staircase to the
vehicle without control.
3) In case of using passenger steps to disembark passengers from the
aircraft to the arrival terminal:
i. It must ensure that Business class passengers are instructed to
enter the arrival terminal before Economy class passengers when
disembarking;
ii. For safety and crowd control reasons, at the bottom of each
aircraft staircase, assign one staff to guide passengers from the
aircraft to the arrival terminal;
iii. The staff must ensure that no passenger enables to get out of the
designated path from bottom of the staircase to the arrival terminal
without control;
iv. In severe weather conditions, use buses to transport passengers
from the aircraft to the arrival terminal and use roofed passenger
steps to access the aircraft (if possible).

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c) Passengers will be assisted on arrival by BAV’s arrival staffs guiding to
arrival terminal, immigration and customs (It is strictly forbidden to
international arrival passengers who do not come to immigration dept)
accordingly to the destination – transit or final point.
d) Passengers requiring special services (unaccompanied minors, patients,
disable passengers,...) are assisted by responsible staff upon the flight
arrival.
e) Confirm with cabin crew that all passengers have disembarked.
f) Collect company mail and documents from the arrival flight.
g) Proceed to arrival hall and immigration.
h) Bags need to be offloaded from bulk/ULD and loaded to conveyor for
passengers timely as service commitment and priority sequence.
i) Assist and manage bag flow on arrival bag carousel.
j) Help passengers who have problems with their baggage (such as not
finding in time or pilfered, damaged bags, …) to Lost & Found counter for
further investigation.
k) At domestic stations, ground staff checks bag claim tag before passenger
leaving the station.
Arrival Baggage
a) All efforts must be made to deliver the bags to the arrival hall with minimum
delay.
b) Any problems with bag delivery must be advised to the staff at the bag hall
detailing the reasons, for e.g. bag belt breakdown, Customs search
delaying delivery, etc.
c) An apology announcement must be made immediately once delay is
known.
Transfer
General
If applicable:
a) Check the inbound/outbound connections and the number of passengers
affected.
b) Check time-critical connections, and inform gate staff of onward transfer.
c) Prepare for handling of passengers requiring assistance.
d) Meet the transferring passengers upon arrival of the incoming aircraft.
e) Direct passengers:
1) Through-checked passengers to the appropriate departure gate(s).
2) Non-through checked passengers to the transfer desk or gate for check-
in, whichever is applicable.

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Online transfer passenger:

Definitions
Online transfer passenger is a passenger who arrives by one flight and
continues his/her journey on another flight operated by the same carrier.
Given the combination of domestic and international sectors of the
passengers’ itinerary, on-line transfer passengers are classified into two
categories as follows:
a) Identical online transfer passengers: a passenger whose itinarary either
only include domestic sectors (domestic identical on-line transfer
passengers) or else only include international sectors (international
identical on-line transfer passengers)
b) Combined online transfer passengers: a passenger whose itinerary include
both domestic and international flights.
Domestic identical online transfer
a) Identical online transfer passengers having departure and connecting flight
itineraries at one of the airports using BAV's Ifly DCS system (including 6
airports: HAN, SGN, DAD, CXR, VCS, PQC), has a connection time on the
same day and the minimum connection time is 90 minutes at the connecting
airport.
1) At the departure airport
i. Passenger handling
- TCI check-in according to current procedures for both flight
sectors. Issue 2 boarding passes corresponding to 2 flight
sectors.
- Inform the passenger that the checked baggage is sent to the
final destination. Passengers do not have to collect their
baggage at the connecting airport.
- Stick Transit label for passengers
- For passengers who are invited to the Business lounge at the
connecting airport (VIP/CIP/Business class passengers on the
next flight/BBC First card/BBC Diamond card): the check-in
staff enters the SSR LOUG to issue the boarding pass has B-
LOUNGE information for both routes.
ii. Baggage handling
- Attach baggage tag printed from the Ifly DCS system to the final
destination for passengers’ baggages
- Tag the Transit label/tag to easily distinguish and identify
connecting baggage.
iii. Notify to passenger

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- Inform passengers that passengers and their baggages are

checked-in through to the final destination.
- At the transfer airport, passengers enter the arrival terminal,
move through the departure terminal to perform security
screening, check the information about the departure gate of
the next flight, and arrive at the departure gate for next flight.
iv. Loading
- Transfer baggage is loaded at a priority position in a separate
area on the aircraft, easy to unload (only after luggage of
VIP/CIP/passenger C/baggage with priority tag)
v. Message
- Send all kinds of message related to passenger information
and transfer baggage: SOM, PSM, PTM, LDM.
- Minimum content required in message for transfer airports:
+ Numbers of passengers and passengers name list
+ Numbers of baggages and the baggage number of each
transfer baggage.
+ Loading position.
+ Other special/remarkable information (if any)
2) At transfer station
i. Passenger handling
- Check the messages about the number of transfer passengers.
- Arrange personnel to pick up and guide passengers to the next
flight
- Inform transfer passengers about the information of the next
flight's departure gate.
- Support passengers in unusual cases arising at the transfer
station (loss of boarding pass for the next sector, loss of
baggage claim tag, passengers who have transfer flights but
have not been checked-in yet for the next flight... )
- Record and handle unusual cases arising at the transfer
station.
- For passengers invited to Business Lounge: guide passengers
to the Business lounge area.
ii. Baggage handling
- Check the total number of transfer baggages on the messages
and the loading position.
- Give priority to unload transfer baggage from the plane, only
after the luggage of VIP/CIP/Business Class passengers.

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- Summarize the amount of transfer baggages collected, store
luggage tag stubs. Match the actual number of bags obtained
with the transfer baggage information on the messages and on
the Ifly DCS system.
- Handling situations in case of miss match between the actual
received and the message. Check the transfer baggage
information on the system and the actual baggage received.
- Transfer baggage to the next flight's baggage loading area,
check baggage security (if required). Ensure the OTP of the
next flight.
iii. Security screening and boarding
- Passengers use the boarding pass issued from the departure
airport for security screening and boarding.
iv. Irregularity handling
- BAV Supervisor at the transfer airport checks the information
and coordinates with BAV Supervisor at the departure airport
to handle arising issues related to passengers and baggage.
- BAV Supervisor at the transfer airport is responsible for
notifying and coordinating with relevant units to request
assistance in handling irregularities arising from connecting
passengers and baggage.
b) Identical online transfer passengers having departure or connecting flight
itineraries at one of the airports not using BAV's Ifly DCS system: check-in
passengers and baggage for each flight segment only. At the transfer
airport: passengers pick up their checked baggage at the conveyor belt and
move to the check-in area to check in for the next flight.
International identical online transfer
a) Principles of application
1) Only applicable for international connecting itineraries between flights
operated by Bamboo Airways through one of Hanoi (HAN), Ho Chi Minh
City (SGN), Da Nang (DAD), Cam Ranh (CXR) airports.
2) Only applicable to connecting flights with a maximum connecting time at
the transfer airport within 24 hours.
3) UM service is only available for flights with a connecting time of less than
6 hours.
4) Minimum Connecting Time – MCT at HAN/DAD/SGN/CXR: 90 minutes.
b) At the departure airport
1) Check-in for passengers
i. For departure airports using BAV's Ifly DCS system or using the
DCS system that has interline through check-in (ITCI) with BAV's

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iFly DCS: through check-in for passengers for both flight sectors.
Issue 2 boarding passes corresponding to 2 flight sectors.
ii. For departure airports using the DCS system that does not have
interline through check-in (ITCI) with BAV's iFly DCS: check-in for
passengers only to the connecting airport. Passengers will be
checked-in at the Transfer counter at the connecting airport.
2) Stick Transit label for passengers.
3) Notify to passenger about check-in procedures at the connecting airport
i. For passengers who have checked-in and have a boarding pass
for the next flight: passengers will move to the departure lounge.
Passengers do not have to go through immigration procedures
and pick up their baggage to clear customs at the connecting
airport. It is recommended that passengers go to the Transfer
counter at the connecting airport to check information about the
next flight.
ii. For passengers who have not been checked-in or have not yet
got their boarding pass for the next flight or have other
irregularities: passengers proceed to the Transfer counter to be
served by ground staff. Passengers do not have to go through
immigration procedures and pick up their baggage to clear
customs at the connecting airport.
iii. If passengers require not to check through to the final destination,
they shall be checked-in to the requested point if adapting travel
document and ticket requirement by concerned authorities.
iv. Inform passenger that the checked baggage is sent to the final
destination shown on the PNR. Passengers do not have to collect
their baggage at the connecting airport. In case passenger has
excess baggage, the extra baggage will be paid for whole journey
by passenger at the departure airport. No extra charge for the
excess baggage at the connecting airport if no extra baggage is
incurred.
v. Notify to passengers about the connecting time at the connecting
airport.
vi. Remind passenger to keep the Transit label on his/her shirts.
vii. Remind passengers to notify the Transit guidance at connecting
airport.
4) The departure airport is responsible for checking and verifying the
passenger's travel documents for the whole journey.
5) In case passengers has excess baggage: Excess baggage shall be
handled as regulated for the whole itinerary.
6) Passengers' checked baggage is sent directly to the final destination
shown on the PNR.

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7) When closing flight data on the system, matching the transfer checked-
in baggage quantity to the actual baggage quantity collected at the
baggage sorting area.
8) Note: In case passenger requests to check baggage to the connecting
airport only: Passenger have to go through immigration procedures and
pick up their baggage to clear customs. Therefore, passengers must
have all documents and visas for entry into Vietnam.
9) At baggage sorting area: Sorting and loading the transfer baggage
separately (base on destination printed on baggage tag)
10) Loading at aircraft: Transfer baggage is loaded at a priority position in a
separate area on the aircraft, easy to unload (only after luggage of
VIP/CIP/passenger C/baggage with priority tag).
11) Send the telex after the flight:
i. Send all kinds of message related to passenger information and
transfer baggage: SOM, PSM, PTM, LDM.
ii. Minimum content required in message for transfer airports:
Numbers of passengers and passengers name list, total of
baggages and the baggage number of each transfer baggage
c) At connecting airport
1) Passenger handling
i. Check the telex/ email about connecting passenger and baggage
of the flight.
ii. Assign staff at transfer counter to check- in and guide connecting
passenger.
iii. For passenger who have checked- in and have boarding pass for
the next flight: if passenger proceed to transfer counter: notify the
departure gate of the next flight and guide the passenger to the
lounge area to prepare for boarding without going through
immigration procedures and pick up their baggage.
iv. For passenger who have not checked- in and not have boarding
pass for the next flight or when other irregular occurred: check- in
for passenger:
- Issue boarding pass for passenger as normal procedure;
checking and taking responsibility for passenger travel
documents;
- For baggage: Staff check bag tag quantity which displayed as
final destination on PNR, update piece quantity, weight and
bag tag number into system, corresponding to bag tag quantity
which provided by passenger. The weight of baggage base on
PTM telex or the weight displayed on bag tag. In case not
having information about the weight of baggage: update
average 15kg/1 piece.

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v. Guide passenger process to departure lounge for boarding
without going through immigration procedures and pickup their
luggage.
vi. All baggage data on the check-in system must match the actual
number of transfer baggage received, to avoid errors or leave
baggage leading to the loss of passengers' baggage. If there are
baggage discrepancies (minus or plus), they must be resolved
before
2) Baggage handling
i. For arrival flights
- Check the telex of the arrival flight to get the number and the
loading area of transfer baggage.
- Unload transfer baggage right after priority baggage.
- Sort transfer baggage and do not put into the conveyor belt.
Security checked procedure is applied for transfer baggage to
ensure the security of the flight.
- Hand- over transfer baggage to baggage handling staff of the
departure flight.
ii. For departure flights
- Baggage handling staff of the departure flight control the
handed- over transfer baggage.
- The actual number of transfer baggage received must be
matched with the number of transfer baggage informed by
check-in staff. If there are baggage discrepancies (minus or
plus), investigate the reason of mismatch to have the further
handling step.
Combined online transfer
a) At the departure airport
1) Passengers and baggage shall be checked through to the transfer
station.
2) Passengers shall have to go through immigration and customs
procedures at transfer airport.
3) Passengers will check-in at the regular check-in area for the respective
transfer flight at the transfer station.
4) Passengers shall be given the following necessary information:
i. Passengers and their baggage shall only be checked to the
transfer point. So they have to check-in for the next flight at the
check-in counter of the transfer point.
ii. Names of the transfer point and transfer duration.

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5) For short connecting time cases: arrange the front seat for passengers
who are having transfer flight. The messages about the number of
transfer passengers and baggages will be sent to transfer point for
assisatance.
b) At the transfer airport
1) Passengers shall be picked up and separated from other passengers.
2) Prioritize the separation, unloading and return of connecting baggage
onto the conveyor belt
3) Passengers shall be guided to do immigration, customs and other
procedures.
Interline transfer
Definitions
a) Interline transfer passengers: a passenger who arrives by one flight and
continues his/her journey on another flight operated by another carrier at
the transfer point.
b) Only international interline transfer passengers are accepted on BAV. Not
applicable for domestic interline transfer or combination interline transfer.
Handling procedure
1) Passengers shall be given their boarding passes for the first flight sectors
and the procedures for the next flight sector shall be done at the transfer
counter of the other airlines at the transfer station.
2) Transfer baggages handling procedure: refer section 3.5.5 of this
document
3) In case BAV and interline carrier has through check-in agreement and
DCS at departure airport links with DCS at transfer airport, passenger
shall be issued two boarding passes for two sectors.
b) At the transfer airport
1) Passengers shall be guided to go through the procedure for the next flight
sector at the transfer counter.
2) In case of through check-in: passenger shall be instructed to departure
lounge for next flight.
3) Baggage handling: refer section 3.5.5 of this document
Transit
General
a) Transit passengers must disembark together with their cabin baggage
during transit. Certain categories of passenger should be escorted during
the transit time.

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b) Local government requirements must be applied regarding security of
transit passengers up to and including screening requirements.
Disembarkation of Transit Passengers
a) Disembarkation Procedure:
1) Provide each passenger with a transit boarding pass or announce to
passengers to retain their original boarding pass.
11) Inform passengers about boarding time and gate and available
facilities.
12) Transit passengers must be re-secured when re-boarding the flight.
(i.e. travel document checked, boarding status verified and transit
card collected. Cabin baggage screening, if applicable, subject to
local state authority).
b) Transit Passengers Remain on Board
As per BAV policy, there may be categories of passengers that stay on
board if locally permitted.
Boarding Transit Passengers
a) Boarding Procedure
1) Board transit passengers before local passengers.
2) Re-secure the flight by checking travel documents and validating
boarding status by collection of the transit card or review of the original
boarding card.
b) Missing Transit Passengers
The flight must be re-secured before door closure. If passengers are
missing, apply the procedure for missing passengers in 2.1.12.
Aircraft Change En Route
a) Advise cabin crew that all transit passengers must disembark with their
cabin baggage.
b) Distribute transit boarding passes (or instruct passengers to retain their
original boarding pass) and inform passengers about boarding time and
gate and available facilities.
c) Provide passengers assistance as required.
d) In case of a change of configuration, assign passengers new seat numbers
if applicable, or apply free/open seating.

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2.4 HANDLING OF SPECIAL PASSENGER 01 Oct 2022
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HANDLING OF SPECIAL PASSENGER

Reference: VAR 13.025 (a)
General
Definition
a) Vietnam Civil Aviation: Special categories of passengers are persons
requiring special conditions, assistance and/or devices offers to
passengers who completely immobile, requiring assistance on ground,
to/from aircraft and must be carried up/down steps and to/from cabin seat.
b) Europe Union Regulation EC No 1107/2006: A “disabled person” or “a
person with reduced mobility” means any person whose mobility when
using transport is reduced due to any physical disability (sensory or
locomotors, permanent or temporary), intellectual disability or impairment,
or any other cause of disability, or age, and whose situation needs
appropriate attention and the adaption to his or her particular needs of the
service made available to all passengers.
c) United States Department of Transportation (US DOT 14 CFR Part 382.3):
Individual with a disability means any individual who has a physical or
mental impairment that, on a permanent or temporary basis, substantially
limits one or more major life activities, has a record of such an impairment,
or is regarded as having such an impairment.
d) As of IGOM Ed. 11 (effective 2022), the term Passenger with Reduced
Mobility (PRM) has been aligned with the UN Convention on the Rights of
Persons with Disabilities (CRPD) and International Civil Aviation
Organization (ICAO) Annex 9 Chapter 8H, using the term
Person/Passenger with disabilities (PWD) as the official terminology.
Passengers with Disabilities (PWD) includes passengers with reduced
mobility and passengers with non-visible disabilities which can be
temporary or permanent conditions
The special situations passengers
Reference: VAR 13.025 (b)
a) Blind persons
b) Paraplegic persons (non-ambulatory)
c) Persons with reduced mobility;
d) Persons requiring medical oxygen;
e) Person unable to use seat belts; and
f) Prisoners under escort;
g) Chidren travel alone
h) Infants;
i) Persons carried on stretcher
j) Hearing deficient persons

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BAV may not allow the transportation of special situation passengers
except:
a) As provided in the BAV’s Operations Manual procedures;
b) With the knowledge and concurrence of the PIC.
Escort general requirement
a) From 18 years old or above (at time of departure)
b) Have suitable healthy conditions and be able to understand the instructions
from cabin crew for supporting when required.
c) Physically and mentally able and willing to evacuate the disabled
passengers in case of an emergency.
d) Travelling on the same flight, date, segment and service compartment with
special situations passengers
e) Not being passenger as stated in 2.4.1.2.
f) The special passenger and their escorts shall sit next together on the same
seat row;
g) Conditions of accompanied passenger who travels with INF or CHD:
1) Be able to take care of children during the flight
2) Not simultaneously traveling with a passenger with disabilities
3) Each accompanied passenger is allowed to travel with the maximum
number of INF and CHD as belows:
i. 01 INF and/or 01 CHD from 02 to under 06 years of age and
unlimited number of children from 06 years of age and above; or
ii. 02 CHD from 02 to under 06 years of age and unlimited number
of children from 06 years of age and above.
iii. In case the number of children traveling with one adult exceeds
the above number, it is requested to book Accompanied Cabin
Crew service.
h) Passengers travelling with children under the age of 14
1) For flights within Vietnam: Passengers travelling with children under the
age of 14 are not required to be a parent/guardian/authorized person and
the authorization letter of a parent/guardian/authorized person will not be
required
2) For international flights:
i. For children with Vietnamese nationality
- On flights from foreign destinations to Vietnam, accompanying
passengers present valid personal documents. They are not
required to be a parent/guardian/authorized person;
- On flights from Vietnam to foreign destinations, accompanying
passengers are required to be a parent/guardian/authorized
person.
ii. For children with foreign nationality or statelessness

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- On flights from foreign destinations to Vietnam, passengers are
required to be a parent/guardian/authorized person.
- On flights from Vietnam to foreign destinations, accompanying
passengers are not required to be a parent/ guardian/
authorized person unless there are any other regulations by
destination country.
Acceptance of carriage
a) If passenger’s itinerary includes sectors operated by BAV: passengers are
accepted for carriage if conditions stated in each type of special passengers
are satisfied accordingly.
b) If passenger’s itinerary includes sectors operated by BAV and other airline:
BAV shall confirm request on BAV flights if all requests have been
confirmed by other airlines, except for WCHR, SPML, BSCT. BAV shall
refuse request if any request on other airline flights is not confirmed.
c) If passenger’s itinerary includes marketing codeshare sector: BAV shall
confirm or refuse request based on terms of commercial agreements
between BAV and codeshare partners.
d) Ask passengers if BAV can provide any assistance they require.
e) Advise passengers what services and assistance are available base on
their needs. For example:
1) Passengers with physical disability: WCHR, WCHS, WCHC.
2) Passengers with sensory impairment: DEAF, BLND.
3) Passengers with cognitive impairment: DPNA.
f) Advise passengers BAV’s equipment such as on board wheelchairs,
accessible lavatories, etc.
g) Provide information to passengers in alternate formats upon request.
h) Ensure accurate SSR codes and any other relevant information are
recorded in the PNR and DCS.
i) Appropriately code specific wheelchair requirement base on the passenger
specific needs: WCHR, WCHS, WCHC.
j) Provide passengers who identify themselves as person having visual or
hearing impairment with access to the same information provided to other
passengers.
Waivers and releases - US DOT 14 CFR Part 382.35
a) BAV shall not require passengers with a disability to sign a release or
waiver of liability in order to receive transportation or to receive services or
accommodations for a disability.
b) BAV shall not require passengers with a disability to sign waivers of liability
for damage to or loss of wheelchairs or other assistive devices, or for the
loss of, death of, or injury to service animals. BAV may note pre-existing
damage to an assistive device to the same extent that carriers do this with
respect to other checked baggage.

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Restrictions on passengers with a disability that they do not impose on

other passengers - US DOT 14 CFR Part 382.33
a) BAV shall not subject passengers with a disability to restrictions that do not
apply to other passengers, except as otherwise permitted in this Manual
b) Restrictions BAV shall not impose on passengers with a disability include,
but are not limited to, the following:
1) Restricting passengers” movement within the terminal;
2) Requiring passengers to remain in a holding area or other location in
order to receive transportation, services, or accommodations;
3) Making passengers sit on blankets on the aircraft;
4) Making passengers wear badges or other special identification (e.g.,
similar to badges worn by unaccompanied minors); or
5) Otherwise mandating separate treatment for passengers with a disability,
unless permitted or required by this manual.
Refusal of passengers with a disability case
a) General
Do not refuse the passengers unless there is a legitimate reason for
refusal, as per mentioned in 2.1.3.1 of this manual.
b) Right of refusal
A PRM and/or MEDA passengers may be refused on the basis of Terms
and Conditions.
c) Reasons for refusal
Do not refuse a passenger unless one of the following reasons is
applicable:
1) The passenger has such a degree of physical infirmity that the trip would
likely result in complications (e.g. diversion) or death.
2) The passenger requires individual nursing infirmity or care during the
flight, if not accompanied by a suitably escort.
3) The person who, because of his physical or medical condition, pose a
direct threat to the health or safety of other passengers, their property,
the aircraft or crew that cannot be eliminated by providing additional aid
or services or by other means (e.g. face masks, separate seating).
4) The passengers fail or refuses to submit themselves to the specific
condition of carriage required by BAV regulations.
5) The person has a communicable disease.
d) Handling procedure
1) In case of refusal of a PRM and/or MEDA case, inform the passengers
and explain the reason for refusal with reference to 2.4.1.8 (c), the Terms
and Conditions.

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2) Apply BAV policy with respect to rebooking a later date, and/or making
all efforts to accommodate the passengers on the next possible flight, if
applicable or refund of the ticket.
3) Enter all relevant information about the reason for refusal into the PNR
or in the BAV reports.
4) Information is required about the passengers ‘s medical condition
(diagnosis) where the passengers ‘s own physician refuses to disclose
such information.
5) Forward the PNR or report to the appropriate concerned unit. Document
all details of the incident and submit as specified by BAV policy.
e) For flight to/from EU countries: A passenger with disability or reduced
mobility who has been denied embarkation on the grounds of his or her
disability or reduced mobility and any person accompanying this passenger
shall be offered the right to reimbursement or rerouting pursuant to the EC
Denied Boarding Regulations (Article 4 EC No 26/2004). The right to the
option of a return flight or rerouting is conditional upon all safety
requirements being met.
f) For all other flights, if BAV refuses to provide transportation to a person on
his or her originally – scheduled flight on a basis relating to the individual’s
disability, BAV shall offer the right to reroute, and the rerouting shall be
conditional on all safety requirements being met.
Information
a) BAV shall ensure the following information is accessible to passengers with
a disability: ticket office, check – in counter, boarding gate, lost and found
counter, customer service counter.
b) BAV shall provide the following Information but not limit to: check in time,
schedule change, boarding time, denied boarding in case over – sales.
Reporting a complaint
Any complaints about refusal of carriage must be logged in the system and
forward to the revelant department especially for complaints requires
immediate attention.
Agreement with airport contractors or subcontractors - US DOT 14 CFR
Part 382.15
a) BAV shall make sure that BAV’ contractors that provide services to the
public (including airports where applicable) meet the requirements of this
manual.
b) BAV shall include an assurance of compliance with this manual in BAV
contracts with any contractors that provide services to the public that are
subject to the requirements of this Manual.

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Handling passenger to/from US
Advance notice
a) BAV shall not require a passenger with a disability to provide advance
notice of the fact that he or she is traveling on a flight - US DOT 14 CFR
Part 382.25
b) BAV shall not require a passenger with a disability to provide advance
notice in order to obtain services or accommodations required by this
manual: - US DOT 14 CFR Part 382.27
1) Passenger with a disability to provide up to 72 hours' advance notice and
check in one hour before the check-in time for the general public to
receive BAV in-flight medical oxygen.
2) Passenger with a disability to provide 48 hours' advance notice and
check-in one hour before the check-in time:
i. to use his/her ventilator, respirator, CPAP machine or POC
ii. travel with a service animal in the cabin of the aircraft
iii. Carriage of an incubator (BAV does not provide this service yet)
iv. Hook-up for a respirator, ventilator, CPAP machine or POC to the
aircraft electrical power supply;
v. Accommodation for a passenger who must travel in a stretcher
(BAV does not provide this service yet)
vi. Provision of hazardous materials packaging for batteries or other
assistive devices that are required to have such packaging;
vii. Accommodation for a group of ten or more qualified individuals
with a disability, who make reservations and travel as a group;
and
viii. Provision of an on-board wheelchair on an aircraft with more than
60 seats that does not have an accessible lavatory.
ix. Accommodation of a passenger who has both severe vision and
hearing impairments.
3) If the passenger with a disability provides the advance notice BAV
require, BAV shall provide the requested service or accommodation
except to comply with any applicable safety regulations, except for
passenger of paragraphs (b) (2) (iii), (b) (2) (iv) và (b) (2) (v) because
BAV does not provide this service yet.
4) BAV reservation and other administrative systems shall ensure that when
passengers provide the advance notice that BAV require, consistent with
this section, for services and accommodations, the notice is
communicated, clearly and on time, to the people responsible for
providing the requested service or accommodation.
5) If a passenger with a disability provides the advance notice BAV require,
consistent with this section, and the passenger is forced to change to
another flight (e.g., because of a flight cancellation), BAV shall, to the
maximum extent feasible, provide the accommodation on the new flight.

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If the new flight is another carrier's flight, BAV shall provide the maximum
feasible assistance to the other carrier in providing the accommodation
the passenger requested from BAV.
6) If a passenger does not meet advance notice or check-in requirements
BAV establish consistent with this section, BAV must still provide the
service or accommodation if BAV can do so by making reasonable
efforts, without delaying the flight.
Escort requirements for passenger with disability - US DOT 14 CFR Part 382.29
a) Types of escort:
1) Travel Assistant: Passenger with a disability is recommended to travel
with a Travel Assistant if he/she is not self – reliant and requires assistant
with personal care or needs such as feeding food and drink or medical
service inflight (e.g. injecting medication, intravenous fluids, or assistance
to control their behaviour.
2) Safety Assistant: Passenger with a disability is required to travel with a
safety assistant as a condition of being provided air transportation that is
essential for safety.
b) Except as provided in paragraph (c) of this section, BAV shall not require
that a passenger with a disability travel with another person as a condition
of being provided air transportation.
c) BAV shall require a passenger with a disability in one of the following
categories to travel with a safety assistant as a condition of being provided
air transportation, if BAV determine that a safety assistant is essential for
safety:
1) A passenger traveling in a stretcher or incubator. The safety assistant for
such a person must be capable of attending to the passenger's in-flight
medical needs;
2) A passenger who, because of a mental disability, is unable to
comprehend or respond appropriately to safety instructions from carrier
personnel, including the safety briefing or the safety regulations of
Vietnam's government, as applicable.
3) A passenger with a mobility impairment so severe that the person is
unable to physically assist in his or her own evacuation of the aircraft;
4) A passenger who has both severe hearing and severe vision
impairments, if the passenger cannot establish some means of
communication with carrier personnel that is adequate both to permit
transmission of the safety briefing or the safety regulations of Vietnam's
government, as applicable, and to enable the passenger to assist in his
or her own evacuation of the aircraft in the event of an emergency.
d) Notes

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1) If BAV determine that a person meeting the criteria of (c) (2), (c) (3), (c)
(4) of this section must travel with a safety assistant, contrary to the
individual's self-assessment that he or she is capable of traveling
independently, BAV shall not charge for the transportation of the safety
assistant. BAV is not required to find or provide the safety assistant,
however.
2) BAV may require, contrary to the individual's self-assessment, that an
individual with both severe hearing and vision impairments must travel
with a safety assistant if BAV determine that –
i. The means of communication that the individual has explained to
you does not adequately satisfy the objectives identified in
paragraph (c) (4) of this section; or
ii. The individual proposes to establish communication by means of
finger spelling and BAV cannot, within the time following the
individual's notification, arrange for a flight crew member who can
communicate using this method to serve the passenger's flight
3) If a passenger voluntarily chooses to travel with a personal care attendant
or safety assistant that BAV do not require, BAV may charge for the
transportation of that person.
4) If, because there is not a seat available on a flight for a safety assistant
whom the carrier has determined to be necessary, a passenger with a
disability holding a confirmed reservation is unable to travel on the flight,
BAV must compensate the passenger with a disability in an amount to be
calculated as provided for instances of involuntary denied boarding.
5) For purposes of determining whether a seat is available for a safety
assistant, BAV must deem the safety assistant to have checked in at the
same time as the passenger with a disability.
6) Concern that a passenger with a disability may need personal care
services (e.g., assistance in using lavatory facilities or with eating) is not
a basis for requiring the passenger to travel with a safety assistant. BAV
shall explain this clearly in training or information BAV provide to BAV’s
employees. BAV shall advise passengers that BAV’s personnel are not
required to provide such services.
The number of passengers with a disability on a flight - US DOT 14 CFR Part
382.17
BAV shall not limit the number of passengers with a disability who travel on
a flight.
Refuse to provide transportation on the basis of disability - US DOT 14 CFR Part
382.19
a) BAV shall not refuse to provide transportation to a passenger with a
disability on the basis of his or her disability, except as specifically permitted
by this part.

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b) BAV shall not refuse to provide transportation to a passenger with a
disability because the person's disability results in appearance or
involuntary behavior that may offend, annoy, or inconvenience
crewmembers or other passengers.
c) BAV shall refuse to provide transportation to any passenger on the basis of
safety, or to any passenger whose carriage would violate FAA or TSA
requirements or applicable requirements of a foreign government.
1) BAV can determine that there is a disability-related safety basis for
refusing to provide transportation to a passenger with a disability if BAV
are able to demonstrate that the passenger poses a direct threat. In
determining whether an individual poses a direct threat, BAV shall make
an individualized assessment, based on reasonable judgment that relies
on current medical knowledge or on the best available objective
evidence, to ascertain:
i. The nature, duration, and severity of the risk;
ii. The probability that the potential harm to the health and safety of
others will actually occur; and
iii. Whether reasonable modifications of policies, practices, or
procedures will mitigate the risk.
2) If BAV determine that the passenger does pose a direct threat, BAV shall
select the least restrictive response from the point of view of the
passenger, consistent with protecting the health and safety of others. For
example, BAV shall not refuse transportation to the passenger if BAV can
protect the health and safety of others by means short of a refusal.
3) In exercising this authority, BAV shall not act inconsistently with the
provisions of this part.
d) If BAV refuse to provide transportation to a passenger on his or her
originally-scheduled flight on a basis relating to the individual's disability,
BAV shall provide to the person a written statement of the reason for the
refusal. This statement shall include the specific basis for the opinion that
the refusal meets the standards mentioned above or otherwise specifically
permitted by this manual. This written statement shall be provided within 10
calendar days of the refusal of transportation.
General handling procedure
a) The number and conditions for accepting special passengers have been
specified in each category of passengers requiring special assistance.
However, in unusual cases such as performing rescue flights or
humanitarian flights due to natural disasters, epidemics, wars, etc., the
limitations in special passengers carriage mentioned in this manual may be
changed base on passengers’ health condition, airlines handling capacity
at the time of flight operations. These changes will be approved by the
competent authority of BAV per flight.

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b) The Special Information to Crew Form shall be raised with remark of
passenger situation accepted on-board BAV’s flights.
c) This form shall be completed and briefed to Cabin Manager of the specific
flight prior boarding commenced.
d) The BAV Supervisor monitors the completion and submission of ground
service provider’s staff to the Captain as standards.
e) At departure stations
1) BAV Supervisors
i. Coordinate with ground handling agents at airports to prepare
necessary devices or services to serve passengers requiring
special assistance.
ii. Observe and supervise special services offered by ground service
providers.
iii. In case passengers request special service at check-in time or
special service has not been confirmed or cancelled due to flight
schedule changed or system error, acceptance of special service
passengers will be based on the BAV Supervisor’s discretion
which is considered on passenger’s health status and their
convenience.
iv. In case of information provided by passenger when requesting
special service is not correct, resulting ineligibility for carriage, not
meet conditions of carriage, the BAV Supervisor refuses of
carriage. BAV holds no responsibility for any unexpected cost
arisen from refusal of carriage.
v. The transportation of special passengers may not be allowed
without knowledge and concurrence of the Pilot in Command
(PIC).
2) Ground handling agents:
i. Check the total special passengers requiring special assistance
per flight (segment) and the availability of ground support
equipment matching with requirements for carriage of special
passengers:
- Aircraft type and configuration (extra seat belt, emergency
seat, capacity).
- Total passenger carried onboard.
- The number of special passengers (includes blind persons,
Paraplegic persons non-ambulatory, persons with reduced
mobility, persons requiring medical oxygen, Person unable to
use seat belts, Prisoners under escort, Chidren travel alone,
Infants, Persons carried on stretcher, Hearing deficient
persons) is not more than the number of escort passengers to
support in case of emergency evacuation.
- These situations can affect to the crew emergency procedures

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 Check the eligibility of passenger’s documents as

request, such as medical documents.
 Allocate the escort next to the passenger requiring
special assistance but not emergency seat.
 Collect medical document and submit to the BAV
Supervisor for Trip Record.
 Passenger requiring special services shall be the last
one to deplane and be the first one to board.
 Complete the BAV’s Special Information to Crew and
submit it to Cabin Crew once boarding started.
 Send PSM to related stations (transit/ transfer stations)
and destinations within 15 minutes after flight
departure.
ii. Reserve relevant seats in accordance with BAV policy.
3) At arrival stations
i. BAV Supervisors
- Coordinate with ground handling agents at airports to prepare
necessary devices or services to serve passengers requiring
special assistance upon arrival.
- Observe and supervise special services offered by ground
handling agents.
- In case passengers request special services during flight time
or the special service has not been confirmed or cancelled due
to flight schedule changed or system error, acceptance of
special service passengers will be based on the BAV
Supervisor’s discretion which is considered on passenger’s
health status and their convenience.
ii. Ground handling agent:
- Check arrival PSM and coordinate with related departments to
have availability conditions for arrival passengers requiring
special assistance.
- Arrange ground service equipment and manpower to assist
passengers requiring special assistance upon arrival.
Passengers with Disabilities
General-Passengers with Disabilities
Passengers with Disabilities (PWD) includes passengers with reduced
mobility and passengers with non-visible disabilities which can be temporary
or permanent conditions.
a) The ability to provide assistance to PWDs will vary according to:
1) Individual’s needs.
2) Aircraft type

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3) Aircraft configuration
b) For PWDs requiring/requesting assistance:
1) Ask the passenger what assistance they require and how they can be
helped.
2) Assign a seat in their ticketed cabin which accommodates the
passengers’ needs, in consultation with the passengers, and ensure that
they are not allocated or occupy seats where their presence could
impede the emergency evacuation. If the PWD is travelling with a
Personal Care Attendant and/or Safety Assistant, they shall be given
seats immediately adjacent to or across the aisle from the passenger they
are assisting.
3) Advise the passenger of what services and assistance are available
based on their needs.
4) Advise the passenger of available operating airline equipment (i.e., on
board wheelchairs, braille or tactile markings, accessible lavatories, etc.).
5) Provide information to the passenger in alternate accessible
communication formats upon request (e.g., braille, captioning, large
print).
6) Ensure accurate SSR codes and any other relevant information are
recorded in the DCS and PNR.
7) Acceptance of PWDs will be as per BAV procedures.
8) PWDs should be allowed to pre-board.
9) Whenever feasible, PWDs using a wheelchair (manual or powered) or
other mobility aid, should be permitted to use their personal mobility aid
throughout the airport until they reach the aircraft and receive it back near
the aircraft upon arrival. When in transit, if time permits between flights,
the airline should offer to return to PWDs their personal mobility aid and
allow PWDs to retain them until they need to be stored again for carriage.
Inform the stations of transfer/arrival accordingly to allow the handling of
the aid.
Seat Assignment
a) PWDs, as well as their personal care attendant and/or safety assistant shall
be assigned seats in their ticketed cabin that will facilitate boarding and
disembarkation and will minimize inconvenience to the passenger and
maximize the scope for cabin crew assistance.
b) As a rule, ensure that PWDs are not allocated or occupy, seats where their
presence could:
1) Impede the emergency evacuation of the aircraft.
2) Impede crews in the performance of their duties.
3) Obstruct access to emergency equipment.
c) Personal care attendants and/or safety assistants shall be given seats
immediately adjacent to the passenger they are attending to.

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d) The assignment of seats may also be subject to medical requirements.
e) When assigning seats, observe the following criteria:
1) PWDs travelling with service dogs should be assigned seats that allow
space for the dog, near a floor level exit but not impeding access to it.
2) PWDs should, be seated so as not to impede rapid evacuation of the
aircraft.
3) If crutches, canes or similar walking aids are stored in a special location
in the cabin, the users of such aids should be assigned seats nearby, to
permit quick access to the aids when needed.
4) Passengers with stiff legs, fractured legs in casts, paraplegics, etc.
should be accommodated in seats allowing the maximum space for their
comfort, or space for leg support devices with the least possible
disturbance to passengers in the adjacent seats. Arms in casts should
not obstruct the aisle or emergency exits.
5) Passengers with a disability affecting only one side of their body (i.e.,
hemiplegics, artificial limb, arm or leg in cast, splint or brace) should be
assigned seats which will best accommodate the passenger and will
facilitate their mobility in cases of emergency (e.g. in an aisle seat with
the unaffected side of their body towards the aisle or in seats with
removeable arm rests).
6) Note 1: Wherever possible, groups of PWDs shall be seated in subgroups
to enable a rapid flow of other passengers during an evacuation.
7) Note 2: Travel by groups of PWDs shall always be subject to applicable
regulatory and operating airline procedures.
Passenger with Reduced Mobility (PRM)
Reference: VAR 13.025 (b)(2), 13.025 (b)(3), 13.030 (a)(1), 13.030 (a)(2),
13.030 (a)(3)
General definition
A passenger is considered to have reduced mobility (PRM) if their movement
is reduced due to physical incapacity (sensory or loco motor), intellectual
deficiency, age, illness or another other cause of disability that requires
individual assistance (on embarkation, during flight, in an emergency
evacuation and during ground handling) that is normally not extended to other
passengers. Those special handling passengers are categorized as follows:
a) Ambulatory:
A passenger who is able to board, deplane and walk around the aircraft
is generally unassisted and includes the blind, deaf, mentally retarded,
etc.
b) Paraplegic persons (Non-ambulatory):

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A passenger who is unable to board, deplane and walk around the

aircraft generally without assistance. This includes wheelchair cabin
(WCHC).
Categories of passengers requiring wheelchair assistance
a) General definition
Passengers requiring wheelchair assistance are disabled or medical
passengers, who are reduced mobility, including:
1) Passengers requiring wheelchair for ramp (WCHR)
i. Passengers who can ascend/descend steps and make own way
to/from cabin seat.
ii. Wheelchair for Ramp (WCHR) offers to passengers who require
wheelchair for distance to/from aircraft across ramp.
2) Passengers requiring wheelchairs for step (WCHS)
i. Passengers who can not ascend/descend steps, but are able to
make own way to/from cabin seat.
ii. Wheelchair for Steps (WCHS) offers to passengers who require
wheelchair for distance to/from aircraft and must be carried
up/down steps. WCHS assistance can be combined with the use
of specialized equipment (such as highlift truck, airbridge, etc.) or
the help of airline staff.
3) Passengers requiring wheelchairs for cabin (WCHC)
i. The passenger, although can occupy a seat, is completely
immobile.
ii. Wheelchair for Cabin (WCHC) offers to passengers who require
wheelchair to/from aircraft and must be carried up/down steps and
to/from cabin seat. WCHC assistance can be combined with the
use of specialized equipment (such as highlift truck, airbridge,
etc.) or the help of airline staff.
b) Conditions of acceptance:
1) Requests must be made at least 24 hours before STD.
2) Wheelchair services are only accepted via Ticketing office (include BAV
ticketing office and outsource) and Call center.
3) Passenger’s health must be in good condition enough to take the flight.
In case of illness, passengers must complete medical clearance
according to “Provisions for passengers required medical clearance
before flights” to ensure healthy enough to make the flight.
4) The maximum number of WCHR on each flight: no limitation but not more
than the number of escort passengers able to support in case of
emergency evacuation.
5) The maximum number of WCHS on each flight:

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6) Accompanied WCHS passenger: Not more than the number of main
emergency exits of individual aircraft.
i. Unaccompanied WCHS passenger: not more than a half of the
number of main emergency exits on aircraft.
7) The maximum number of WCHC on each flight:
i. For domestic flights and international flights not operated by B787:
- In case passenger requires wheelchair equipment on board:
refuse transportation.
- In case passenger does not require wheelchair equipment on
board: apply as WCHS
ii. For international flights operated by B787
- Accompanied WCHC passenger: 02 passengers
- Unaccompanied WCHC passenger: 02 passengers but shall
be required cabin crew accompanied service.
8) The maximum number of both WCHS and WCHC: Not more than the
number of main emergency exit of individual aircraft.
9) Note:
i. In case passenger is completely immobile but does not require
wheelchair equipment on board: apply as WCHS.
ii. Conditions of the escorts:
- Satisfy the conditions of the escort person in section 2.4.1.4
- In good health condition enough to assist WCH passengers
up/down steps.
- One escort is accepted to travel with 01 WCHS only.
iii. Responsibility of the escorts:
- Support WCH passengers ascend/descend steps.
- Support WCH passengers on board.
iv. In case of the departure/arrival airports do not have highlift
equipment: accept passengers onboard only when passengers
agree to sign “Declaration of Indemnity for Bamboo Airways”
(except for passengers arrive to/departing from US)
v. In principle, wheelchair service must be requested at least 24
hours before STD. However, in case passengers require
wheelchair service at the airport without having booked before,
BAV Supervisor will check the conditions of acceptance, based on
passenger’s status and the actual situation at departure/arrival
airports, then make the decision to accept or deny boarding
(except for passengers arrive to/departing from US: follow the
handling passenger to/from US at section 2.4.1.12)
c) Handling

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1) At Ticketing office/ Agents/ Call Center

i. Wheelchair services are only accepted via Ticketing office
(including BAV ticketing office and outsource) and Call Center.
- In case passengers book via Agents, staff must contact Call
Center for service request.
- In case passengers book online via website
bambooairways.com, passengers must contact Call Center for
service request themselves.
ii. After receiving the request, Ticketing office/Call Center check the
conditions of acceptance and confirm the service immediately.
iii. In case passenger do not meet acceptance requirements about
health conditions:
- Refuse to book the reservation.
- Refund the ticket without surcharge or transfer to another flight
without surcharge in case passengers have had the confirm
ticket in advance.
iv. All WCH services are free.
v. In case highlift trucks are not available at departure/destination
station:
- If passenger agree with the airline staff ‘s assistance: Accept
for carriage and deliver “Useful information to passenger
requiring wheelchair service”.
- If passenger do not agree with the airline staff ‘s assistance:
Instruct passenger change to other routing or other means of
transportation.
2) At the departure airport:
i. Check-in at priority counter at HAN/SGN/DAD airports. At the
other airports, wheelchair passengers are indentified and assisted
to check-in counters without queueing in the line.
ii. Seat assignment:
- In principle, the seat assignment of WCH passengers must
ensure both safety for passengers and crew during the
emergency situations, and convenience for passengers
moving on the aircraft when there is a need to use the toilet, as
well as for the purpose of shortening the boarding time (at the
departure airport) and the disembarkation time (at the arrival
airport).
- WCH passenger must not be seated at over-wing exits and
emergency exit rows where they may impede the evacuation
of other passengers from the aircraft. Do not evacuate WCH
using over-wing exits.

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- Do not assign WCH passengers at last rows of the service
class because the escorts will have difficulties in assisting
WCH passengers.
- Assign the aisle seat for WCH passenger, near the exit areas
except the emergency exit row. The WCH should be seated
near the lavatory which is nearest the boarding exit. In case of
having more than 2 WCH: assign the zigzac seats. Do not
assign two across aisle seats for two WCH passengers.
iii. Free of charge for supporting equipments such as sticks,
wheelchair: 01 equipment per WCH passenger.
iv. Serve the wheelchair for passengers:
- WCHR: From the check-in counter to the aircraft door in case
of boarding by airbridge; or to the boarding gate in case of not
boarding by airbridge. In this situation, staff have to arrange the
seats on the bus for WCHR passengers.
- WCHS: From the check-in counter to the aircraft door in case
of boarding by airbridge; In case of not boarding by airbridge,
the highlift will be used or passengers who will be assisted by
the accompanied passengers and staff (depending on the
facilities of each airport).
- WCHC: From the check-in counter to passenger’s seat
onboard; In case of not boarding by airbridge, the highlift will
be used or passengers who will be assisted by the
accompanied passengers and staff (depending on the facilities
of each airport),
hand over to the cabin attendant at the aircraft door and assist
to take the passenger to the seat.
v. In case passengers require wheelchair service at the airport
without having booked before or are not in good or normal health
condition enough to travel, BAV Supervisor must follow the priority
order:
- Transfer to another flight without surcharge
- Refund the ticket without surcharge
vi. WCH passengers will be the first to embark and the last to
disembark.
vii. Check-In Process for Person Requesting Wheelchair:
- Person requiring wheelchair must be sighted by the check-in
staff.
- Check-in staff shall confirm if passenger is partially or totally
immobile: At the check-in counter, check-in agents/ BAV
Supervisor check the passenger’s health status and properly
classify them for WCH types (WCHR, WCHS, WCHC) –

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generally apply for either advance booked WCH or WCH
arising at the check-in counter. Note that the total number of
WCH does not exceed the prescribed number.
- Check-in staff shall verify data under facts in DCS and make
necessary amendments.
 If passenger can walk with assistance, the edit should
be WCHR,
 If passenger can walk up steps, the edit should be
WCHS (airport using mobile steps to
embark/disembark passenger)
 If passenger is a paraplegic or amputee (both legs)
(totally immobile and needs wheelchair inside aircraft
cabin): the edit should be WCHC.
- If the passenger is fit to fly, the check-in agent shall prepare a
"Declaration of Indemnity” which specifies the passenger’s
status and then ask him/her to sign in the form for confirmation.
Information of the escort shall be stated on the form as well
(passenger’s name and seat number). In case of no escort, the
information shall be stated: “Unaccompanied”. The
establishment of a “Declaration of Indemnity” is not applicable
to disabilities who have a flight to/from the US.
- If there is no highlift trucks at airports in the WCHS passenger's
itinerary, check-in agents at the departure airport must clearly
inform passengers that the airlines staff will coordinate with the
escort to assist them when going up/down the stairs.
- A passenger whose leg(s) are in plaster cast cannot be
accepted for travel if leg is rigid and sticking out (cannot be
accommodated in YCL).
- If WCHR passenger appears very ill, seek the opinion of the
BAV Supervisor.
viii. Handling of Wheelchair
- Staff must advise and remind passengers to present all their
wheelchairs at the check-in counter. There is no charge for
transporting any assistive device.
- No exemption on additional items or equipment beside the first
free allowance. The excess baggage charge is still based on
weight concept and there is no special rate for these
equipment.
- All wheelchair weights must be entered in the DCS at check-in
for load sheet purposes. The check-in agent must be aware of
the battery limitation of an electric wheelchair and comply with
Company policies.

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- Any type of wheelchair checked-in or retrieved at the boarding
gate must be issued with Limited Release Tag (LRT) and shall
be tagged with Priority Tag and Fragile Sticker.
- The passenger must be notified of the condition and requested
to acknowledge the condition by signing the LRT (normally
printed at the reverse side of original tag). LRT releases the
airline from liability should this item become damaged. Without
the signature on the LRT, a passenger might deny that he/she
has signed any ‘disclaimer document’. Unless the tag is signed
by the passenger, BAV may reject the passenger’s claim. With
the absence of passenger’s signature, there is no consent and
knowledge on the conditions/state of the checked
baggage/item; hence the full liability for such carriage rests with
the airline providing the transportation.
- At the point of check-in, passenger should be informed that the
acceptance of item is strictly at his/her own risk unless it is
properly packed and no possibility of being damaged by the
normal check in process.
- Passenger is required to sign the LRT (normally printed on the
reverse side of the original baggage tag). The LRT's stub must
also be signed by passenger, which must be attached to the
passenger’s boarding pass.
- Uplift stations send advice to receiving stations through PSM
messages.
- However, for flights that begin or end at a U.S. airport, under
the provision US Regulations 14 CFR Part 382, BAV will not
require a WCH passenger to sign a release for damage to or
loss of wheelchairs or other assistive devices. However, carrier
may note existing damage to an assistive device to the same
extent that carriers do this with respect to other checked
baggage.
- All wheelchairs must be loaded in the bulk hold for easy and
speedy retrieval and delivery.
- Email advice must be sent to transit and receiving station for
safe handling and speedy delivery.
- In the event of aircraft parking at remote bay, passenger will
embark or disembark and board the apron bus with the
assistance from GSP staff.
- To ensure availability of wheelchair and to avoid unnecessary
complaints and inconvenience to the passengers, uplifting
stations are instructed to provide the correct information in
order ambulift and wheelchair can be ready before arrival of
aircraft.

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- For arrival handling, wheelchairs shall only be provided at the
arrival hall until such passengers are safely handover to person
meeting on arrival.
ix. Handling at Boarding Gate
Before commence pushing of wheelchair:
- Inform passenger that you will commence movement.
Movement will only commence until you have been asked to.
This is to avoid passenger with a fine sense of balance to fall
off their wheelchairs if not warned before being moved.
- View intended route to avoid sudden elevated/declining
surface, potholes, cracks or FOD.
- Manoeuvre with all four wheels on the ground. If manoeuvring
is through narrow spaces, ensure that the pitch of the
wheelchair would be sufficient for the movement.
- When pushing through sudden elevated surface, require
assistance to anchor the up slope side of the wheelchair.
Wheelchairs are top heavy and can cause the front of the
wheelchair to lift as all the weight will shift dangerously
backwards.
- For down slope movement, brake wheelchair movement
gradually rather than wait until momentum has increased.
Proceeding backwards up a steep slope is also advisable as
this can reduce wheelchair momentum.
x. Handling at Passenger Steps (WCHR/WCHS)
Before commencement:
- Seek permission from passengers to allow you to assist him.
- Ask if passenger can manage to move up the steps without
assistance or passenger would like to hold on to the staff or
passenger does not mind staff to hold him/her.
- Explain to passenger how you intend to assist him/her up or
down the passenger steps.
xi. Complete the BAV’s Special Information to Crew and submit to
Cabin Crew once boarding started; and
xii. Ground handling agent sends PSM message to related stations
and destination within 15 minutes after flight departure.
3) On board
i. WCH passengers have cabin baggage loaded on/off the overhead
lockers by the cabin attendants.
ii. WCH passengers are supported on board by cabin attendants
and the accompanied passengers.
iii. Cabin crew is responsible for:

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- Assisting passenger in mobility in the cabin if requested. In
case of accompanied WCHC passenger, the escort shall
coordinate with cabin crew to assist passenger in mobility.
- Not installing and providing wheelchair service when take-
off/landing or when the airplane is flying through an area of
turbulence.
- In case aircraft has reached stable height, if passenger
requests to move in the cabin, cabin crew shall install WCHC
device in accordance with wheelchair installing instructions,
assisting passenger to move from seat to wheelchair and vice
versus; assisting passenger to move from the seat to the toilet
and vice versus.
- When airplane is prepared for landing, cabin crew shall
uninstall WCHC device and store it in its designed location.
4) At the arrival airport:
i. Serve wheelchair for passenger:
- WCHR: From the aircraft door to the terminal (incase of
disembarking by airbridge) or from the bus (incase of not
disembarking by airbridge) and get out the arrival terminal.
- WCHS: Incase of disembarking by airbridge: from the aircraft
door to the terminal and get out the arrival terminal; Incase of
not disembarking by airbrigde: the highlift will be used or
passengers are assisted by the accompanied passengers and
staff (depends on the facilities of each airport).
- WCHC: assist to take passengers from their seats to the
aircraft door, and from the aircraft door to the terminal and get
out the arrival terminal; Incase of not disembarking by
airbrigde: the highlift will be used or passengers are assisted
by the accompanied passengers and staff (depends on the
facilities of each airport).
ii. For arrival handling, wheelchair shall only be provided at the arrival
hall until such passenger is safely handover to person meeting on
arrival.
5) At the departure/transfer/arrival airport:
i. In case highlift trucks are not available at departure/destination
station:
- The ground handling staff assist passenger to ascend/descend
steps to/from the aircraft.
- In case of accompanied wheelchair passenger, the escort shall
coordinate with ground handling staff to assist passenger in
mobility.

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ii. BAV shall ensure to assist passengers to ascend/descend steps
to/from the aircraft.
iii. BAV shall ensure that terminal facilities providing access to air
transportation are readily accessible to and usable by individuals
with disabilities, including individuals who use wheelchairs.
iv. BAV shall ensure that systems of intra- and inter-terminal
transportation, including, but not limited to, moving sidewalks,
shuttle vehicles and people movers.
v. In cooperation with the airport operator and in consultation with
local service animal training organization(s), BAV shall provide
animal relief areas for service animals that accompany
passengers departing, connecting, or arriving at an airport on BAV
flights.
vi. Ensure passenger support is provided between points in the
terminal.
vii. Staff should help passengers carry the luggage.
viii. For passengers with a WCHR code in the PNR but the staff
realizes that the passenger's actual condition may not need
assistance and can walk normally: Notify the passenger of the
non-providing WCHR service. With the consent of the passenger,
the ground staff will include the information in the check-in file and
notify the relevant airports not to provide WCHR services.
ix. If the passenger has a connecting itinerary, the staff should
update the above information in the booking record of the
connecting flight.
x. Make sure the information is synchronized with the PNR if the
passenger has an onward ticket or a return ticket
xi. Ensure passengers are transported between connecting points.
xii. If connecting/arriving flights are operated by different airlines,
ensure that the onward carrier of the journey is provided with
adequate service information to the passenger, even if the
passenger has a separate ticket.
xiii. BAV Supervisor and cabin crew must be informed of the total
number of WCH passengers before starting boarding.
Blind or Visually Impaired Passengers (BLND)
Reference: VAR 13.025 (b) (1)
General definition
a) Blind passenger is the passenger who loses the ability to sense the visual
partly or completely, and needs special supports.
b) The code for blind or visually impaired passenger is BLND
c) They should be provided with assistance during the process of embarkation
and disembarkation.

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d) If BLND passenger is accompanied by service dog: update SSR and full
details into system.
Conditions of acceptance:
a) Accompanied Blind passenger
1) Accepted as normal passenger. The special service request is not
required in advance.
2) Blind Passenger does not require medical certificate of clearance to
travel. BLND may be accepted for travel without any special
documentation or special way of handling.
3) The maximum number of accompanied BLND on each flight: no limitation
but not more than the number of escort passengers able to support in
case of emergency evacuation.
4) BLND is not allowed to travel with infant.
5) Conditions of the escorts:
i. Satisfy the conditions of the escort person in section 2.4.1.4
ii. In good health condition and good sense of visual enough to
assist BLND passengers.
iii. One escort is accepted to travel with maximum 02 BLND.
6) Responsibility of the escort: Support BLND passenger at the airport and
onboard
b) Unaccompanied Blind passenger:
1) Requests must be made at least 24 hours before STD.
2) Unaccompanied Blind passengers are only accepted via Ticketing office
(include BAV ticketing office and outsource) and Call center.
3) The maximum number of Unaccompanied BLND on each flight: do not
exceed the number of main emergency exits of each aircraft.
4) Only accept BLND passenger who is able to make own way, selfservice
and have the assistant at all stations on his route.
5) BLND passengers must have their relatives’ support at the departure and
arrival airport.
6) In principle, unaccompanied BLND service must be requested at least 24
hours before STD. However, in case passengers require BLND service
at the airport without having booked before, BAV Supervisors will check
the conditions of acceptance, based on passenger’s status and the actual
situation at departure/arrival airports, then make the decision to accept
or deny boarding (except for passengers arrive to/departing from US:
follow the handling passenger to/from US at section 2.4.1.12)
Handling
a) At Ticketing Office/ Agency/ Call Center
1) Accompanied BLND: accepted for booking as normal passenger.

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2) Unaccompanied BLND services are only accepted via Ticketing office
(including BAV ticketing office and outsource) and Call Center.
i. In case passengers booked via Agents, staff must contact Call
ii. In case passengers book online via website bambooairways.com,
passenger must contact Call Center for service request
themselves.
3) After receiving the request, Ticketing office/ Call Center check the
condition of acceptance, request passenger to fill up MEDIF I form and
confirm the service immediately.
4) In case passengers do not meet acceptance requirements about health
conditions:
i. Refuse to book the reservation.
ii. Refund the ticket without surcharge or transfer to another flight
without surcharge in case passengers have had the confirm ticket
in advance.
5) All BLND service are free.
b) At the departure airport:
1) Check-in at priority counter at HAN/SGN/DAD airports. At the other
airports, BLND passengers are indentified and assisted to check-in
counter without queueing in the line.
2) BLND passengers must be promptly informed orally about check-in time,
schedule change, boarding information, and denied boarding voluntarily
when the flight is oversales.
3) In case BLD passengers want to buy online tickets at the airport, the
ground staff must assist passengers to enter the website or contact the
ticket counter to book and issue tickets.
4) Seat assignment:
i. Assign seat for BLND passenger next to the escorts.
ii. For unaccompanied passenger, assign seat for BLND next to the
same gender passenger with the BLND.
iii. They should be seated at the ailse seat and near lavatory facilities.
iv. Do not assign BLND passenger at the emergency seat.
v. Do not assign two BLND passengers seats directly acrossing the
aisle of each other.
vi. In case there are many BLND passengers on the flight: assign
seats on a concentrated area for easily identify and serve.
5) Free of charge for support equipment such as stick as checked baggage.
Stick can be carried onboard, except the metal-sealing stick.
6) Handling BLND passenger:

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i. Do not discuss the subject of blindness when in conversation with
them.
ii. When approaching to talk, use their name or touch them lightly on
the arm. They may not be aware that you are talking to them when
in a crowd.
iii. Before assisting, introduce yourself and ask the person who is
blind, how you can help them.
iv. During escorting, let them to hold on to your arm. They will walk
slightly behind so that they can anticipate any directional changes.
v. Do not hold, push or steer them, or they will become confused,
they prefer to follow.
vi. When seating them, simply put their hand on the back of the chair,
they will sit themselves.
vii. When directing ‘left’ or ‘right’, it is based on the direction they are
facing.
viii. Blind passengers should be boarded first and the last to
disembark.
ix. Ensure the escort of BLND passenger is seated on an aisle seat
next to the person who is blind.
7) Boarding agents:
i. Update list of BLND checked-in.
ii. Arrange boarding priority to BLND. Ground staff must assist
passengers in queuing to board the plane.
iii. Complete Special Information to Crew with passenger details and
submit to Cabin Manager prior to boarding commencement.
8) Handling message: Following up special handling message (PSM) shall
be sent to related or arrival stations by ground handling service provider
completely within 15 minutes after the flight departed.
c) On board
1) BLND passengers have cabin baggages loaded on/off the overhead
2) Unaccompanied BLND passengers are supported on board by cabin
attendants.
3) Do not ask BLND passenger questions concerning his visual capacity
(especially when choosing meals and drinks in the flight).
4) When serving meal, drink, cabin crew should call BLND passenger’s
name or touch his hand, informing him dishes containing in the meal. He
should be remarked about glasses in his tray, especially when the glass
is full of hot liquid.
d) At the arrival airport:

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1) For arrival handling, unaccompanied BLND shall only be provided at the
arrival hall until such passenger is safely handover to person meeting on
arrival.
2) According to the BLND’s request and the actual conditions at each
airport, wheelchair ramp can be offered to BLND passenger.
3) Check arrival handling message to arrange arrival meet and assist
manpower and equipment for passenger convenience.
4) Be ready at arrival point to meet Cabin Manager and crosscheck total
BLND on arrival and their status for further help upon arrival.
5) Assist passenger through CIQ and Bag claim, if any checked-bag
included.
6) Farewell passenger to arrival exit.
Deaf or Hearing Impaired Passenger (DEAF)
Reference: VAR 13.025 (b) (10)
General definition
a) Deaf passengers are considered ambulatory/ mobile and therefore they do
not require any special assistance.
b) The code for deaf or hearing impaired passenger is DEAF;
c) If DEAF passenger is accompanied by service dog: update SSR and full
details into system.
a) Requests must be made at least 24 hours before STD.
b) DEAF passengers are only accepted via Ticketing office (include BAV
ticketing office and outsource) and Call center.
c) The maximum number of DEAF on each flight:
1) Accompanied DEAF passenger: no limitation.
2) Unaccompanied DEAF passenger: do not exceed the number of main
emergency exits of each aircraft.
d) Only accept BLND passenger who is able to make own way and
selfservice.
e) In principle, DEAF service must be requested at least 24 hours before STD.
However, in case passengers require DEAF service at the airport without
having booked before, BAV Supervisor will check the conditions of
acceptance, based on passenger’s status and the actual situation at
departure/ arrival airports, then make the decision to accept or deny
boarding (except for passengers arrive to/departing from US: follow the
handling passenger to/from US at section 2.4.1.12).
Handling

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1) DEAF services are only accepted via Ticketing office (including BAV
ticketing office and outsource) and Call Center.
i. In case passengers book via Agency, staff must contact Call
ii. In case passengers book online via website bambooairways.com,
passengers must contact Call Center for service request
themselves.
2) After receiving the request, Ticketing Office/ Call Center check the
conditions of acceptance, request passenger to fill up MEDIF I form and
confirm the service immediately.
conditions:
i. Refuse to book the reservation.
ii. Refund the ticket without surcharge or transfer to another flight
without surcharge in case passengers have had the confirm ticket
in advance.
4) All DEAF services are free.
1) Check-in at priority counter at HAN/SGN/DAD airports. At other airports,
DEAF passengers are indentified and assisted to check-in counter
without queueing in the line.
2) DEAF passengers must be informed of a specific time to show up at
courtesy counter and board the plane on time.
3) DEAF passengers must be promptly informed in writing or verbally about
check-in time, schedule change, boarding information, and denied
boarding voluntarily when the flight is oversales.
4) Communicate with passenger by the seeing-language because some
passengers meet difficulties in hearing but he can catch the idea through
body language.
5) Duty staff should be patient, express clearly idea and only speak loudly
upon request.
6) Seat assignment:
i. Assign seat for DEAF passengers next to the escorts
ii. They should be seated as near to the emergency doors as
possible but do not assign DEAF passengers at the emergency
seats.
iii. They should be seated where they will not impede the crew in their
duties, obstruct access to emergency equipment or in any way
hinder the speedy evacuation of other persons.
7) Handling DEAF passenger:

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i. Airport handling staff (including ground handling agent and the
BAV Supervisor): Try to communicate with them by writing your
instructions i.e. direction to the boarding gate, notice of gate
change or flight schedule changed, etc…
ii. They will need to board first and disembark last.
iii. Complete the BAV’s Special Information to Crew and submit to
Cabin Crew once boarding started.
8) Check-in agent:
i. Observes passenger’s condition if fit for traveling by air.
ii. DEAF passengers are assisted from check-in counter to boarding
gate. Seat allocation shall be briefed to DEAF for their
acknowledgement.
9) Boarding agent:
i. Update list of checked-in DEAF.
ii. Arrange boarding priority to DEAF.
iii. Complete Spcial Information to Crew with passenger details and
10) Handling message: Following up special handling message (PSM) shall
be sent to related or arrival stations by ground handling service provider
c) On board: DEAF passengers are assisted and instructed the safety
information by cabin crew.
d) At the transit/ destination airports:
1) Check arrival handling message to arrange arrival meet and assist
manpower and equipment for passenger convenience.
DEAF on arrival and their status for further help upon arrival.
included.
Speech Impaired Passenger
General definition
Passengers with speech impairment may be accepted without any special
documentation or any special handling.
a) Speech impaired passengers are accepted to travel as normal passengers.
The special service request is not required in advance.
b) The maximum number of speech impaired passengers on each flight: no
limitation.

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Handling
No special handling required.
Extra seat (EXST)
General definition
Passenger can purchase EXST for the following reasons:
a) Passenger due to his/ her physical size is unable to fit in a single seat.
Physical size (large/obese) passenger will not be guaranteed a spare seat
unless an EXTRA SEAT is paid for.
b) Medical condition e.g. having fractured leg with full length plaster, they need
to occupy 3 seats in a row.
c) They carry a large musical instrument e.g. a cello or diplomatic mail
baggage that must be secured or carried on a seat.
d) When carrying a child restraint device for infant/child.
Conditions of acceptance
a) There are seats available on the flight which passengers require EXST
service.
b) The maximum number of EXST passengers on each flight: no limitation.
c) In case passengers require EXST sevice for carrying valuable baggage,
musical instrument, deplomatic baggage: Refer to Baggage Handling
Regulation.
d) In case passengers require EXST service for infant (INF): In principle,
infants can not sit on their own separate seats, so that INF can not be
offered separate seats. However, the service could be offered to
passengers requiring 2 adjacent seats for more convenient.
Handling
a) At ticketing office/ Agency/ Call center:
1) Ticketing office, Call Center receive request, check the condition of
acceptance and confirm the service immediately.
2) Book the EXST service on the system according to the current
Reservation Manual of BAV
3) Ticket fare with the same passenger’s ticket fare at the time of booking
service is appicated.
4) Cabin baggage allowance: as per passenger’s cabin baggage allowance.
b) At departure airport
1) Check-in
i. Check-in for passengers on the system:

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- For passengers with SSR EXST on the system: check in on the

system as usual. The system will automatically reserve the
seat next to the seat of passenger for EXST. Passengers will
be issued with a boarding pass.
- For passengers who do not have SSR EXST on the system
(due to passengers buying EXST tickets after having
passenger tickets):
 Check-in the old PNR for passengers with EXST, lock
one (01) seat next to the checked-in seat for
passengers. The new PNR with SSR EXST will be
Noshow status.
 Add the EXST manually onto the loadsheet.
 After the flight departed, BAV Supervisor change the
status of the new ticket with SSR EXST from noshow
to FLOWN.
ii. Check-in staff informs passenger about seat numbers of
passenger and the EXST.
iii. Do not assign oversized passengers at the emergency seats.
iv. Check-in staff must inform the gate staff of the EXTRA SEAT.
2) Boarding
i. Passenger will hand over all boarding passes to gate staff.
ii. Passenger will be given priority boarding to ensure that the
EXTRA SEAT is available.
iii. Gate staff must inform the cabin crew of the passenger with
EXTRA SEAT (seat number of passenger and of the EXTRA).
iv. Captain must also be informed of the EXTRA SEAT for TOB (total
On Board) and load sheet purposes.
v. Downline (arrival/transit) station must be advised.
3) Notes:
i. The Captain must be advised of the physical number of
passengers onboard to enable him/her to amend the Loadsheet.
ii. BAV Supervisor coordinate with concerned units at airport in order
to provide extra seat belts upon request.
c) On board
Cabin crew provide extra seat belts to passenger upon request.
d) At the arrival airport
Serve as normal passengers.
Expectant Mothers (PREG)
General definition

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a) PREG is a pregnant passenger, who is expectant mother, traveling by air.

b) Expectant mothers are not regarded as disable passengers but with their
condition, they need special attention especially during emergency.
a) The booking of PREG service is not required in advance.
b) Pregnant with twin or more children, or being pregnant by artificial
insemination, of fetal evolution is abnormal: the medical clearance are
required to complete before departure.
c) Interpretation of the number of weeks
1) Pregnancy under 28 weeks means 27 th week 6 days of the pregancy.
2) Pregnancy from 28 weeks to under 32 weeks means 28 th week 0 day to
31 week 6 days of the pregnancy.
3) Pregnancy from 28 weeks to under 36 weeks means 28th week 0 day to
35 week 6 days of the pregnancy.
4) Pregnancy from 36 weeks means 36th week 0 day of the pregnancy and
beyond.
d) It is the duty of pregnant passengers to advise us of the progress of their
pregnancy at the point of booking and at the check-in counter. Our carriage
of pregnant passengers is subject to the following conditions:
1) Pregnancy (single or multiple pregnancy) under 28 weeks:
i. The maximum number of PREG accepted on each flight: no
limitation.
ii. PREG needs to show the proof which states the weeks of
pregnancy (such as pregnancy certificate/ fetus examination
book/ ultrasound examination result/ health book or a copy/ photo
of these sets of documents).
iii. BAV will accept without a doctor's certificate (as this passenger is
under of not requiring of medical clearance category) subject to
the passenger signing a Declaration of Indemnity.
2) Single pregnancy between 28 weeks to under 32 weeks:
i. The maximum number of PREG accepted on each flight: not
exceed the number of the aircraft rows.
ii. PREG needs to show the pregnancy certificate/ fetus examination
book/ ultrasound examination result/ Health book which satisfy
conditions as below:
- The certificate is confirmed by maternity doctor; and
- Whether it is a single or multiple pregnancy; and
- The estimated week of pregnancy; and
- The expected date of delivery; and
- That pregnant passengers are in good or normal health and the
pregnancy is progressing normally, without complications; and

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- Medical certificate shall have validity of not less than fifteen
(15) days from the actual departure date of the 1st flight. The
same medical certificate is valid for the next sector(s) provided
that there is no complication during the journey and the
pregnant will fulfill the requirement of within 32 weeks on the
day of commencing.
iii. PREG passengers will be required to sign the Declaration of
Indemnity.
3) Single pregnancy between 32 weeks to under 36 weeks/ multiple
pregnancy between 28 weeks to under 32 weeks/ passengers are
pregnant via artificial insemination or are in poor health condition (under
32 weeks):
i. The maximum number of PREG accepted on each flight: not
exceed the number of the aircraft rows.
ii. PREG needs to show the MEDIF II form (which was cetificated by
the maternity doctor) or the other maternity certificate form satisfy
conditions as below:
- The certificate is confirmed by maternity doctor; and
- Whether it is a single or multiple pregnancy; and
- The estimated week of pregnancy; and
- The expected date of delivery; and
- Those pregnant passengers are in good or normal health and
the pregnancy is progressing normally, without complications;
and
- Those pregnant passengers are fit to travel; and
- Medical certificate shall have validity of not less than seven (07)
days from the actual departure date of the 1 st flight. The same
medical certificate is valid for the next sector(s) provided that
there is no complication during the journey and the pregnant
will fulfill the requirement of within 36 weeks (for single
pregnancy) or 32 weeks (for multiple pregnancy or passengers
are pregnant via artificial insemination or are in poor health
condition) on the day of commencing.
iii. PREG passengers will be required to sign the Declaration of
Indemnity.
4) If a passenger’s itinerary involves international sector travel, passengers
must prepare an additional set of documents in English certified by a
notarial office with legal status.
Handling
a) At Ticketing Office/ Agency/ Call Center:
1) Inform the conditions of acceptance of BAV to passengers.

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2) Assist passengers to check regulations of countries and airports relating
to passenger’s itinerary (departure, transfer, destination) before
requesting special service.
3) Instruct passenger to prepare a Medical Information Form Part II (MEDIF
II) or the other maternity certificate form as requirement.
b) At departure airport:
airports, PREG passengers are indentified and assisted to check-in
2) Seat assignment:
i. They should be seated at the ailse seat. Maximum: 01 PREG/ row.
ii. Do not assign PREG passengers at the emergency seats.
3) In case passengers are not in good or normal health condition enough to
travel:
i. Transfer to another flight without surcharge.
ii. Refund the ticket without surcharge.
4) All PREG service are free.
5) Handling:
i. Check-in agent observes passenger’s condition if fit for traveling
by air.
ii. Check-in agent checks weeks of pregnancy and advises this
passenger and Supervisor, the BAV Supervisor if there is any
issue with document issuance date or medical status of
passenger.
6) Non-acceptance:
i. Single pregnancy from 36 weeks/ multiple pregnancy from 32
weeks/ passengers are pregnant via artificial insemination or are
in poor health condition from 32 weeks/pregnant passenger with
expected child bearing time of within 07 days or passengers who
gave birth within 07 days are not permitted to travel on BAV
domestic or international flights.
ii. The expectant mother must be informed that on her return
journey, if she exceeds our limitations of carriage or does not
conform to the requirements for acceptance, we will deny her with
no refund on the unused sector.
iii. If there is any doubt surrounding the well-being of the expectant
mother or their fit to fly letter raises any concern, passenger must
be referred to the airport doctor before the passenger is checked-
in.
7) Expectant mothers are also required to apply for a special permit for
entering into some countries. Therefore, it is important to check the

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special visa requirements for acceptance of the expectant mothers for
international travel.
8) BAV Declaration of Indemnity
i. The Declaration of Indemnity Form must be completed and signed
by the passenger in the presence of the check-in agent. The
witness on the Indemnity must be the staff who has witnessed the
passenger completing and signing the form. There should be 3
copies completed, original one must be held by Passenger
Services and others must be given to the passenger and Cabin
Crew.
ii. Sample of BAV Declaration of Indemnity Form: Expectant mother
certifying herself and/or her partner certifying her fit to travel:
- We can accept an expectant mother who is a doctor and the
doctor’s letter is certified by the passenger herself or her
husband who is a doctor.
- In all IATA airport handling manuals, for passenger and
baggage the word a “qualified doctor” is used for the handling
of expectant mothers. There is no mention that only a
gynecologist, obstetrician or a mid-wife can certify the
expectant mother fit to travel.
- Therefore, as long as the certificate is from a “qualified doctor”
we must accept and not question someone’s qualification nor
make assumptions on the authenticity of the certificate.
- We are not contravening aviation industry practices should we
accept either the expectant mother’s or her partner’s signed
certificate, since they both are considered as “qualified doctor”.
- We insist on the Declaration of Indemnity Form as we
commonly refer to it. It is crucial that this form is duly filled and
signed in the presence of the staff. In case of any
circumstances i.e. she signs herself fit to travel or falsely
declares her confinement meets our conditions of acceptance
and is unexpectedly taken ill on board or miscarries, the
Indemnity will protect the staff and the company.
- Note: Partner in this context means husband.
c) On board
PREG passengers have cabin baggage loaded on/off the overhead
d) At the arrival airport
Serve as normal passengers.

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Passengers required medical clearance before departure

General definition
No medical clearance or medical forms are required for passengers who only
require special assistance in the airport or when embarking/disembarking.
Medical clearance is required by BAV if the passengers:
a) Have any disease that is believed to be actively contagious/communicable.
b) Are considered to be a potential risk to the safety or punctuality of the flight,
including the possibility of diversion or unscheduled landing.
c) Are incapable of caring for themselves and require special assistance.
d) Have a medical condition that may be adversely affected by the flight
environment.
Note: Passengers not falling into these categories normally do not need
medical clearance however, if in doubt, BAV should be advised so it can
decide whether a medical clearance is required or not.
Passengers required medical clearance before depature (MEDA) is a passenger
who has at least one of the criteria below:
a) LEGL (Left Leg in Cast)™for passenger with a left leg in a full cast or fused
knee, (only to be used in conjunction with SSR code MEDA).
b) LEGR (Right Leg in Cast)-for passenger with a right leg in a full cast or
fused knee, (only to be used in conjunction with SSR code MEDA).
c) LEGB (Both Legs in Castpfor passenger with both legs in a full cast, (only
to be used in conjunction with SSR code MEDA).
d) MEDA (Medical Case)-company medical clearance may be required. Not
to be used for passengers with disabilities or reduced mobility who only
require assistance or handling and who do not require a medical clearance.
Refer to IATA Resolution 700 and AIRIMP 3.7.6 for guidance
e) OXYG (Oxygen)-passengers travelling either seated or on a stretcher,
needing oxygen during the flight (only to be used in conjunction with SSR
Code MEDA).
f) AOXY (Airline Supplied Oxygen) – for passengers travelling either seated
or on the stretcher, needing oxygen during the flight (only to be used in
conjunction with SSR code MEDA) (by bilateral agreement).
g) Passengers require stretcher, medical oxygen service during the flight.
h) Passengers with diabetes and/or other medical conditions must bring
syringes and needles for use on board as prescribed by a doctor
i) Passengers need special medical care
j) Passengers suffer from any disease which is believed to be actively
contagious and communicable, that poses a direct thread to the health and
safety of themselves or others on the flight.
k) Passengers are likely to be a hazard or cause discomfort to other
passengers because of the physical or behavioural condition.

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l) Passengers are considered to be a potential hazard to the safety or

punctuality of the flight including possibility of diversion of the flight or an
unscheduled landing.
m) Passengers suffer from terminal illness.
n) Passengers are incapable of caring for themselves and require medical
clearance.
o) Passengers have a medical condition which may be adversely affected by
the flight environment.
p) Passengers suffer from a severe of life-threatening allergic condition.
q) Passengers suffer from a medical condition where there is a reasonable
doubt that the individual can complete the flight safety without requiring
extraordinary medical assistance during the flight or whose condition may
deteriorate in flight. For example, passengers who recently was discharged
from hospital, has undergone major surgery or, suffered serious illness.
r) Passengers may or has exhibited some unusual behaviour, as a result of
suspected underlying medical problems or intellectual/developmental
disabilities which could have an adverse effect on the health and safety of
others, who may be considered a potential hazard to the safe and smooth
operations of the flight.
s) Passengers require extraordinary medical assistance during flight or whose
condition may deteriorate during flight.
t) Passengers previously involved a medical emergency on the ground or
inflight which caused delayed departures, a return to gate with delayed
departure or diversion and wishes to resume their travel on BAV.
u) Passengers not falling into the above categories normally do not need
medical clearance, however, if in doubt, medical advice should be obtained.
Passengers not requiring medical clearance before departure
a) Diabetic passengers who are capable of caring for themselves or to be
supported by capable escort with medicine in carry-on luggage.
b) Passengers suffering from asthma in healthy condition.
c) Passengers suffering from mental disease but in stable health status with
frequently used medicine taken.
d) Passengers suffering from heart disease with heart pacemakers in healthy
condition.
e) Elderly passengers in stable health status
f) Disabled passengers in stable health status
g) PREG passengers in stable health status, with pregnancy less than 28
weeks.

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Medical clearance for passengers with disabilities to/from US - US DOT
14 CFR Part 382.
a) Except as provided in this section, BAV shall not require a passenger with
a disability to have a medical certificate as a condition for being provided
transportation.
b) Medical clearance for passengers with disabilities
1) BAV shall require a medical certificate for a passenger with a disability:
i. Who is traveling in a stretcher or incubator;
ii. Who needs medical oxygen during a flight; or
iii. Whose medical condition is such that there is reasonable doubt
that the individual can complete the flight safely, without requiring
extraordinary medical assistance during the flight.
2) A medical certificate is a written statement from the passenger's
physician saying that the passenger is capable of completing the flight
safely, without requiring extraordinary medical assistance during the
flight.
3) To be valid, a medical certificate under this paragraph must be dated
within 10 days of the scheduled date of the passenger's initial departing
flight.
Example: A passenger who schedules a flight from New York to
London on January 15 with a return on April 15 would have to show a
medical certificate dated January 5 or later. The passenger would not
have to show a second medical certificate dated April 5 or later.
c) Medical certificate for a passenger has a communicable disease
1) BAV shall also require a medical certificate for a passenger if he or
she has a communicable disease or condition that could pose a direct
threat to the health or safety of others on the flight.
2) A medical certificate is a written statement from the passenger's
physician saying that the disease or infection would not, under the
present conditions in the particular passenger's case, be
communicable to other persons during the normal course of a flight.
The medical certificate must state any conditions or precautions that
would have to be observed to prevent the transmission of the disease
or infection to other persons in the normal course of a flight. A medical
certificate under this paragraph must be dated within 10 days of the
date of the flight for which it is presented.
d) BAV shall require that a passenger with a medical certificate undergo
additional medical review by BAV if there is a legitimate medical reason for
believing that there has been a significant adverse change in the
passenger's condition since the issuance of the medical certificate or that
the certificate significantly understates the passenger's risk to the health of

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other persons on the flight. If the results of this medical review demonstrate
that the passenger, notwithstanding the medical certificate, is likely to be
unable to complete the flight without requiring extraordinary medical
assistance (e.g., the passenger has apparent significant difficulty in
breathing, appears to be in substantial pain, etc.) or would pose a direct
threat to the health or safety of other persons on the flight, BAV may take
an action otherwise prohibited under 2.4.8.3 (a) (DOT 382.21 (a) below.
Carriage of passenger with communicable disease or other medical
condition
a) BAV shall not do any of the following things on the basis that a passenger
has a communicable disease or infection, unless you determine that the
passenger's condition poses a direct threat:
1) Refuse to provide transportation to the passenger;
2) Delay the passenger's transportation (e.g., require the passenger to take
a later flight);
3) Impose on the passenger any condition, restriction, or requirement not
imposed on other passengers; or
4) Require the passenger to provide a medical certificate.
b) In assessing whether the passenger's condition poses a direct threat, BAV
shall apply the provisions of 2.4.1.12.4 (c) (1) – (2).
1) In making this assessment, BAV may rely on directives issued by public
health authorities (e.g., the U.S. Centers for Disease Control or Public
Health Service; comparable agencies in other countries; the World Health
Organization).
2) In making this assessment, BAV shall consider the significance of the
consequences of a communicable disease and the degree to which it can
be readily transmitted by casual contact in an aircraft cabin environment.
Example 1: The common cold is readily transmissible in an aircraft cabin
environment but does not have severe health consequences. Someone
with a cold would not pose a direct threat.
Example 2: AIDS has very severe health consequences but is not readily
transmissible in an aircraft cabin environment. Someone would not pose
a direct threat because he or she is HIV-positive or has AIDS.
Example 3: SARS may be readily transmissible in an aircraft cabin
environment and has severe health consequences. Someone with SARS
probably poses a direct threat.
c) If a passenger with a communicable disease meeting the direct threat
criteria of this section gives BAV a medical certificate of the kind outlined in
2.4.8.2 (c) (2) describing measures for preventing transmission of the
disease during the normal course of the flight, BAV must provide

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transportation to the passenger, unless BAV is unable to carry out the
measures.
d) If BAV’s action under this section results in the postponement of a
passenger's travel, BAV shall permit the passenger to travel at a later time
(up to 90 days from the date of the postponed travel) at the fare that would
have applied to the passenger's originally scheduled trip without penalty or,
at the passenger's discretion, provide a refund for any unused flights,
including return flights.
e) If BAV take any action under this section that restricts a passenger's travel,
BAV shall, on the passenger's request, provide a written explanation within
10 days of the request.
Conditions of escorts
a) Satisfy the conditions of the escort person in section 2.4.1.4
b) Escort must have medical professional qualification (if any). For OXYG:
escort with medical professional qualification is required.
Accompanied MEDA passenger
a) Having completed all procedures as required by BAV
b) The carriage of MEDA passenger does not affect to the safety of the
aircraft, cabin crew, and other passengers as well as their property.
c) If MEDA passenger requires to bring along/use medical devices on board,
prior notice should be made and confirmation is received from BAV. MEDA
passenger must prepare their medicine and necessary medical devices.
Unaccompanied MEDA passenger
a) Meeting all requirements of BAV
b) The carriage of MEDA passenger does not affect to the safety of the
aircraft, cabin crew, and other passengers as well as their property.
c) If MEDA passenger requires to bring along/use medical devices on board,
prior notice should be made and confirmation is received from BAV. MEDA
passenger must prepare their medicine and necessary medical devices.
d) Not being in serious status, being able to comfort /himself with his illness,
being certified to travel himself by medical centers as described in Section
2.4.8.4.4.
e) Being able to move, feed and care for himself during the flight.
Conditions of health examination: passengers are required to complete health
certificate with following conditions:
a) Health certificate from medical centers as below:
1) In Vietnam: General and specialized hospitals at central, provincial, city,
district or equivalents; private and intrernational hospitals; international
general clinic, Family Medical Practice, International SOS Clinic.

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2) In other countries: Medical central with legal status licensed by
authorized authority to operate in local countries.
b) Health certificate requirements
1) Health certificate follows BAV forms (MEDIF II); or
2) In case of health certificate is not the BAV form, that certificate must have
all following informations:
i. Passenger’s information: Name, age, sex;
ii. Doctor’s information: Name, address, telephone number, working
place;
iii. Diagnosis in detail;
iv. Prognosis for the anticipated trip;
v. Patient’s health status may affect to other passengers;
vi. Date of diagnosis;
vii. Doctor’s signature.
c) The date of diagnosis must not be more than 7 days from the date of travel.
d) Refusing carriage if:
1) Prognosis seems to get worst for the anticipated trip and/or
2) Passengers’ medical might take the offensive to other passengers.
e) Other notes
1) If passengers do not implement medical clearance before departure, BAV
Supervisor bases on the passengers’ status and the actual situation at
the airport then require doctor at the airport implement medical clearance
for passengers.
2) Passengers are required to sign the Declaration of Indemnity.
3) In case passengers are required medical clearance before departure,
wheelchair assistance is also required to fully satisfy conditions of
acceptance of both types of passenger.
MEDA passengers with diabetes and/or other medical conditions need syringes
and hypodermic needles for use on board as prescribed by a physician at BAV-
approved medical facilities.
a) Acceptance conditions
1) Applicable to sector with at least 2.30 hours of elapsed time.
2) Indicated to use syringes and hypodermic needles during the flight by
physicians of medical centers as described in Article 2.4.8.4.4 (a).
3) Meeting requirements for carriage as stated in Article 2.4.8.4
4) Complying to requirements of authorities on carrying of syringe on board.
5) Complying to requirements and instructions of BAV’s staff.
6) Injecting himself or asking assistance from accompanying physician,
relative to be injected.
7) Being responsible for usage of his own syringes and hypodermic needles
in flight.

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b) Syringes and hypodermic needles can be accepted if:

1) Hypodermic needle is less than 06 cm length: passenger is allowed to
carry onboard as carry-on baggage and use normally during the flight.
2) Syringes and hypodermic needles must be kept on sealed package, put
in clear plastic bag and inspected by securities the same as of other
items.
Advance Notification
a) Passengers are asked to advise the airline of their needs at the time of
reservation.
b) Advance notification is required for the following, subject to airline
acceptance and approval:
1) Passengers traveling on a stretcher.
2) Passengers requiring a personal portable oxygen concentrator, ventilator
or respirator on board.
3) The carriage of an incubator.
c) Note 1: Information on the type of mobility aid as well as its weight,
dimensions, battery type, special information (i.e., free wheel mode,
removeable parts, Internet of Things (loT) devices, seating systems,
reclining mechanisms etc.) should be made available, to enable determine
how to safely handle, secure and load the mobility aid.
d) Note 2: The types of mobility aids are diverse, and each type of mobility aid
has specific locations on the frame for tie downs and
disassembly/assembly, care shall be observed when handling and
loading/unloading.
Handling
1) Obtain and record MEDA passenger’s request, accompanied cabin crew
request.
2) Inform the conditions of acceptance to passengers, request passengers
supply health status examination documents follow BAV form.
3) Assist passengers to check regulations of countries and airports relating
to passenger’s itinerary (departure, transfer, destination) before
requesting special service.
4) Based on principles, conditions of carriage, passenger’s health
examination certification as stated in Article 2.4.8.4, confirmation from
concerned special service handling units, reservation staff advise
passenger of conditions of carriage acceptance, confirmation or refusal
or change of special service provision.
5) Clearly advise passenger when requesting special service: if passenger’s
declaration (on medical status, escorts, etc.) is not true, passenger shall

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be refused for carriage. BAV shall not be responsible for any unexpected
cost arisen from the refusal of carriage.
6) Services are free.
1) Contacting and supervising ground handling units to make necessary
facilities or services ready for MEDA passenger.
2) In case passenger requests MEDA service at time of check-in or MEDA
service has been cancelled or has not been confirmed, BAV Supervisor
decide to accept or refuse to provide special service based on:
i. Principles and conditions of carriage as stated in Article 2.4.8.4;
and,
ii. Passenger ‘s health status
3) In case MEDA passenger is unable to show health examination
certificates or the date in which the health examination certificates is
established does not comply to the conditions set forth in Article 2.4.8.4.4:
i. If passenger has a look of healthy person, the flying elapsed time
does not affect passenger’s health, BAV Supervisor may accept
carriage of passenger.
ii. If passenger has a look of unhealthy person, the flying elapsed
time may affect passenger’s health, BAV Supervisor may refuse
carriage of passenger.
4) In case information provided by passenger when requesting MEDA
service is not true, resulting in ineligibility for carriage, not satisfying
principles and conditions for carriage, BAV Supervisor refuse for carriage
and BAV is not responsible for any unexpected cost arisen from refusal
for carriage.
5) In case MEDA request has been confirmed by BAV, passenger is not
provided with MEDA service because of BAV’s fault: BAV Supervisor
shall have an excuse to passenger and instruct passenger finish all
documents for changing ticket acording BAV’s current regulations.
conditions:
i. Transfer to another flight without surcharge.
ii. Refund the ticket without surcharge.

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7) For MEDA passenger requiring usage of syringes and hypodermic

needles on board:
i. Check MEDA passenger’s documents to ensure the usage of
syringes and hypodermic needles on board complies to the
instructions of physicians from BAV accepted medical centers.
ii. Allocate passenger requiring usage of syringes and hypodermic
needles on board to the last row of booked compartment.
iii. Receive syringes and hypodermic needles (in manufacturer
sealed packing status and put in clear plastic bag) from
passenger.
iv. Make sure the bag of syringes and hypodermic needles has been
checked at securities and handover to the purser at aircraft door.
v. Input information of MEDA passenger, passenger’s seat number,
request of usage of syringes and hypodermic needles on board in
“Special Information to Cabin Crew” and handover to the cabin
crew.
8) Assign seat numbers to MEDA passenger and companion (if any):
i. Assign MEDA passenger according to Article 2.1.6
ii. MEDA passengers are entitled to the most appropriate seating
according to their needs, including the stowage of on board
medical devices or equipment.
iii. Allocate the companion (Personal care attendants, Safety
assistants, Readers/interpreters in the case of a vision or hearing
impairment) next to MEDA passenger
iv. Allocate passenger and the companion far away from the VIP
location.
v. PWD/MEDA passengers may not be seated in emergency exits
vi. Allocate group of MEDA passengers in one area with companions
seating next to them.
vii. Do not allocate more than one MEDA passenger in a row. In case
two MEDA passengers’ seats are allocated in a row, each of them
should use different aisle in the aircraft.
viii. In case accompanying cabin crew is requested: check in
accompanying cabin crew as staff on duty and assign seat
number next to passenger.
9) Inform the captain of MEDA passenger. Carriage of passenger must be
approved by the captain.
10) Arrange MEDA passengers to disembark last and board first.
11) Sending message to the downline station advising the information on
passenger requesting usage of syringes and hypodermic needles after
flight take - off.
c) Inflight

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1) When receipt of “Special Information to Cabin Crew” provided by ground

handling staff, the cabin manager refers the presence of MEDA
passengers, MEDA passengers requesting special services, MEDA
passengers requesting usage of syringes and hypodermic needles on
board to the captain.
2) The cabin manager receives MEDA documents, the set of syringes and
hypodermic needles from ground handling unit and closely keep them
through the flight.
3) Crutches, canes and similar walking aids must be stored in special
location in the cabin, the users of such aids must be assigned seats
nearby, to permit quick access to the aids when needed.
4) For MEDA passenger requesting usage of syringes and hypodermic
needles on board:
i. Cabin crew based on “Special Information to Cabin Crew” Form,
passenger’s identification cards, MEDIF, boarding pass provide
syringes and hypodermic needles to MEDA passenger when
needed.
ii. Cabin crew supervise passenger during the time passenger uses
syringes and hypodermic needles on board.
iii. Cabin crew withdraw used syringes and hypodermic needles
immediately after passenger has finished the use of them and
store them in the rubbish bin located in the front kitchen.
iv. Inform the aircraft sanitation worker at arrival station of the
location where the used syringes and hypodermic needles are
stored.
5) When interline connection is involved: Hand over all MEDA passenger
document to BAV Supervisor and BAV Supervisor shall hand over them
to the next carrier ‘s representatives or cabin crew
d) At transfer station
1) Contacting and supervising GSP to make necessary facilities or services
ready for MEDA passenger.
2) Contacting Securities, Customs and Immigrations offices to take
advantages for passenger.
3) Assisting passenger and the escort during the process of completing
necessary procedures at transfer station.
4) When interline connection is involved, contacting receiving carrier to
provide information relating to passenger and coordinating in transferring
passenger
e) At the arrival airport
1) BAV Supervisor contact and supervise GSP to make necessary facilities
or services ready for MEDA passenger

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2) BAV Supervisor contact Securities, Customs and Immigrations offices to
take advantages for passenger.
3) BAV Supervisor assist passenger and the escort during the process of
completing necessary procedures at arrival station.
4) GSP receive the MEDA passenger ‘s document from the cabin manager
and hand over them to the BAV Supervisor at arrival station.
5) GSP assist passenger and receiving unused syringes and hypodermic
needles from cabin crew and hand over to MEDA passenger based on
their document.
Handling of PWDs not Requiring Medical Clearance
Processing
Check additional needs have been communicated via the appropriate SSR
codes and entered into the DCS and PNR. Verify personal care attendant
and safety assistant requirements are fulfilled, if applicable.
Right of Refusal of PWD and/or MEDA Cases
a) General
Refusing a PWD/MEDA passenger requires a legitimate reason. A PWD
and/or MEDA case may be refused based on the operating airline's
General Conditions of Carriage (Right to Refuse Carriage).
b) Reasons for Refusal
Do not refuse a PWD/MEDA passenger for reasons related to their
disability or conditions unless one of the following reasons is applicable,
and in accordance with operating airline procedures.
1) The person has such a degree of physical infirmity that the trip would
likely result in complications or death, leading to a diversion.
2) The person requires individual nursing or care during the flight and is not
accompanied by a suitable personal care attendant and/or safety
assistant.
3) The person, because of their physical or medical condition, poses a direct
threat to the health or safety of other passengers, their property, the
aircraft or crew. Furthermore, the threat cannot be eliminated by
providing additional aid or services or by other means (e.g., face masks,
separate seating).
4) The person fails or refuses to submit themselves to the specific
conditions of carriage required by BAV.
5) Information is required about the person’s medical condition (diagnosis)
where the passenger's own physician refuses to disclose such
information to the authorized medical service.
6) The person has a communicable disease and is in the infectious period
(or does not have proper medical clearance).
7) Stretchers may be refused as per the aircraft type or BAV’s procedures.

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c) Handling of PWD/MEDA Refusals
1) In the case of refusal of a PWD and/or MEDA case, inform the passenger
and explain the reason for refusal with reference to the General
Conditions of Carriage.
2) Apply BAV’s procedures with respect to rebooking to a later date and/or
making all efforts to accommodate the passenger on the next possible
flight, if applicable, or refunding the ticket.
i. Enter all relevant information about the reason for refusal into the
PNR or in the operating airline report (e.g,, passenger refused
[flight/date], lack of safety assistant [SITA address/agent name]).
ii. Forward the PNR or report to the appropriate airline department.
Document all details of the incident and submit as specified by
BAV’s procedures and local regulations.
Infants; Children; Unaccompanied Minors; Young passengers traveling
alone:
Definition
a) Infants (INF)
Reference: VAR 13.025 (b)(8)
1) Itineraries wholly operated by BAV: A person who has not reached
his/her second birthday on the date of commencement of first flight is
served as infant on all segments.
2) Itineraries consist of segments operated by BAV and other airlines: A
person who has not reached his/her second birthday on the date of
commencement of each flight is served as infant/child on each segment.
b) Children (CHD)
A person who has reached his/her second birthday but not his/her 12th
birthday on the date of commencement of the first flight.
c) Unaccompanied Minors (UM)
Unaccompanied Minors who are aged from 02 years to under 12 years
on the date of commencement of travel of a segment (his/her flight)
traveling alone on the flight or on his class of service (This passenger is
not accompanied by his/her parents/guardians or authorized adult (aged
18 years or more on the date of commencement of a segment) on the
same flight with the same flight number and same class of service).
d) Young passengers traveling alone (YPTA)
YPTA are passengers who are aged from 12 years to under 18 years on
the date of commencement of travel of a segment (his/her flight) traveling
alone on the flight or on his class of service (This passenger is not

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accompanied by his/her parents/guardians or authorized adult (aged 18
years or more on the date of commencement of a segment) on the same
flight with the same flight number and same class of service).
Infants (INF)
a) Accept as normal in case of INF with usual health status. In case INF has
unusual health status or INF is a prematurely born child, they must be
required for medical clearance before departure.
b) Infants under 14 days: BAV does not accept transport of infants who are
less than fourteen (14) days old except for humanitarian, medical
reasons...., BAV may consider transporting INF under 14 days old when
there is a written confirmation from doctor confirming the possibility of
departure of the infant and a liability agreement signed by the infant's parent
or legal guardian.
c) INF are required to travel with accompanies. BAV shall refuse carriage if
INF travel alone.
d) An infant may travel provided that he sits on an adult’s lap
e) Only one (01) infant is allowed for one (01) adult. BAV does not accept 1
adult traveling with 2 INFs. In case the number of INF traveling with one
adult exceeds the above number, it is requested to book Accompanied
Cabin Crew service.
f) Conditions of the accompanied passenger:
1) Satisfy the conditions of the escort person in section 2.4.1.4
2) To be in good physical situation and not request special services (except
special meals)
3) If the escort of INF is PREG:
i. PREG passenger can only travel with a maximum of 01 INF and/or
an unlimited number of children from 6 years old and above; and
ii. PREG under 28 weeks of pregnancy and not being a passenger
requiring medical clearance before departure.
g) The maximum number of INF accepted on each flight: not exceed 10% of
total number of seats provided.
h) In case accompanied passengers need to buy extra seats: follow the Extra
seat (EXST) handling procedure
CHD
a) The maximum number of CHD accepted on each flight: no limitation.
b) Conditions of the accompanied passenger:
1) Satisfy the conditions of the escort person in section 2.4.1.4
2) To be in good physical situation and not request special services (except
special meals)
3) If the escort of CHD is PREG:

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i. PREG passenger can only travel with a maximum of 01 CHD
under 06 years old and/or an unlimited number of children from 6
years old and above; and
ii. PREG under 32 weeks of pregnancy and not being a passenger
requiring medical clearance before departure.
UM
a) UM aged between 2 and less than 4 years: refuse carriage
b) UM aged between 4 and less than 6 years:
1) Shall be required accompanied cabin crew service.
2) Shall be accepted to travel on Economy class.
3) Each cabin crew is allowed to accompany with maximum 01 UM.
4) The maximum number of accompanied cabin crew service on each flight:
03 cabin crews.
5) Scope of application of accompanied cabin crew service:
i. Domestic flights and flights to/from Asian: provide 2-way services
ii. Flights to Europe and Australia only provide one-way services
from Vietnam.
c) UM aged between 6 and less than 12 years:
1) It’s not required accompanied cabin crew service.
2) Shall be accepted to travel on Economy class.
3) The maximum number of UM accepted on each flight: no limitation.
4) If passenger requires accompanied cabin crew service: Each cabin crew
is allowed to accompany with maximum 01 UM
5) Scope of application of accompanied cabin crew service:
i. Domestic flights and flights to/from Asian: provide 2-way services
ii. Flights to Europe and Australia only provide one-way services
from Vietnam.
d) If cabin crew accompanied service is required: advance booking at least 72
hours before departure of itinerary containing only domestic sectors, at
least 120 hours before departure of itinerary involving international sectors.
e) In case UM does not require cabin crew accompanied service: UM request
must be made at least 24 hours before deparure.
f) UM service is accepted on itinerary with under 06 hours connecting time.
g) Documents for carriage of UM service:
1) 03 copies of “Consent form – UM” (kept by BAV ticketing office/GSA
office where is received and handled; BAV Supervisor at departure
airport and in Documents for carriage of UM)
2) 05 copies of “Handling advice for unaccompanied minor” (kept by GSP
at departure, cabin crew of 1st flight, GSP at transit station, cabin crew of
2nd flight and GSP on arrival airport.
3) Documents for carriage of UM

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4) Medical clearance (if passenger is required for medical clearance)
5) Travel documents/ National Identity and other documents for UM as
required by authorities of concerned airports.
h) Passengers are accepted only when their parents/ guardians sign the
Declaration of Indemnity.
i) In principle, UM service must be requested at least 24 hours before STD.
However, in case passengers require UM service at the airport without
having booked before, BAV Supervisor will check the conditions of
acceptance, based on passenger’s status and the actual situation at
boarding.
j) Fee for UM and/or cabin crew accompanied service (if required) is
applicated.
YPTA
a) A 12 to 18 – years – old passenger who travels alone and does not book
the YPTA service: accept as a normal passenger, do not update the YPTA
SSR code into the system. The YPTA fee is not applicated.
b) A 12 to 18 – years – old passenger who travels alone and want to book the
YPTA service: Accepted as UM from 06 to under 12 years old.
1) YPTA services are only accepted via Ticketing office (including BAV
ticketing office and outsource) and Call Center.
2) The maximum number of YPTA accepted on each flight: no limitation.
3) It’s not required cabin crew accompanied service.
4) Shall be accepted to travel on all classes.
5) If cabin crew accompanied service is required: advance booking at least
72 hours before departure of itinerary containing only domestic sectors,
at least 120 hours before departure of itinerary involving international
sectors. Each accompanying cabin crew is allowed to travel with no
limitation on the number of YPTA.
6) In case YPTA does not require cabin crew accompanied service: YPTA
request must be made at least 24 hours before deparure
7) Passengers are accepted only when their parents/ guardians sign the
Declaration of Indemnity.
8) Documents for carriage of YPTA service: use the Documents for carriage
of UM service.
9) In principle, YPTA service must be requested at least 24 hours before
STD. However, in case passengers require YPTA service at the airport
without having booked before, BAV Supervisor will check the conditions
of acceptance, based on passenger’s status and the actual situation at
boarding. The YPTA SSR code is required to update into the system
incase of acceptace.

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10) Fee for YPTA and/or cabin crew accompanied service (if required) is
applicated.
Handling
a) At Ticketing Office/ Agency/ Call center
1) Receiving and handling request for carriage of UM/YPTA, request of
accompanying cabin crew service directly at Ticketing Office or via
emails.
2) Inform the conditions of acceptance of INF/CHD/UM/YPTA to
passengers and assist passenger to study concerned regulations of all
countries, airports involved in passenger’s itinerary.
3) When making reservation, UM will only be accepted for travel if the
parents or guardians that the child will be met on arrival or at transfer
point can give assurance.
4) Complete the “Handling advice for unaccompanied minor” and/or
“Consent form - UM” in which it is clearly stated that
parents/guardians/authorized persons have signed these forms at the
request receiving location, then hand over the document set to
passenger.
5) Advising directly to parents/guardians/authorised persons:
i. The person seeing off the UM at departure station and UM must
be present at departure station at least 2 hours before departure.
ii. The person seeing off the UM at departure station must complete
all procedures for UM before departure and wait until the plane
takes off.
iii. The person meeting UM on arrival must be present at destination
station at least 30 minutes before departure.
iv. The person seeing off the UM/ meeting UM on arrival must show
all necessary identity documents to certify the information as
appeared in the “Handling advice for unaccompanied minor”.
6) Clearly advising parents/guardians/authorized persons that if
passenger’s declaration (on medical status, escorts, etc.) is not true,
passenger shall be refused for carriage. BAV shall not be responsible for
any unexpected cost arisen from the refusal of carriage.
7) INF and CHD services are free.
8) Fees for UM/YPTA services or cabin crew accompanied service (if
required are applicated.
9) In case of receipt of accompanying cabin crew service: Sends request to
Cabin Crew Division. Upon receipt of request from Ticketing Office/Call
Center, Cabin Crew Department sends reply on capability of supplying
accompanying cabin crew to SSR Center within 2 working days.
10) The UM/ YPTA form enclosed in a wallet must be completed at ticketing
time.

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i. The UM/YPTA form contains all information about the UM and
contacts of parents or guardians both at the departure and arrival
point.
ii. The wallet meant for easy identification and to facilitate handling
of UM during travel.
iii. The UM/ YPTA form is used to advise Passenger Handling staff
and Cabin Crew about the UM and serves as a record for the
handing over of the UM safely throughout his/ her journey.
airports, passengers are indentified and assisted to check-in counter
without queueing in the line.
2) Seat assignment:
i. Assign seat for INF passenger at the aisle seat and only one infant
is assigned in one row.
ii. No emergency seats to be assigned to INF/CHD.
iii. Seat assignment for UM and YPTA:
- Allocate seat for UM and YPTA adjacent to location of cabin
crew for assistance.
- Allocate seat for UM and YPTA adjacent to accompanied cabin
crew (in case passengers book the cabin crew accompanied
service)
- Allocate adjacent seats for unaccompanied minors.
- Allocate seat for UM/ YPTA near female passengers.
- Do not allocate seat for UM/ YPTA adjacent to VIP, elderly
passengers.
- UM/ YPTA from 6 years to under 12 years of age travelling in
Business class: allocate seat for UMNR at the last row of the
compartments.
- Do not allocate emergency seats for UM/ YPTA.
iv. In case a group has more than 01 child per an adult (a parent is
not seated next to a child due to the seating configuration of the
aircraft or children in summer camp group):
- Children should not be assigned seats on the same side of the
same row without any adult next to them (if possible).
- Never allocate emergency exit seats for children.
- They should be seated at a window seat or center seats in a
dual aisle cabin;
- One group leader should be seated at the first row of the group
while the other adult should be seated at last row of this group.
3) Free of charge for baby bassinest for INF and CHD under 06 years old:
01 baby bassinet per INF or CHD.

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4) In case passengers traveling with INF buy extra seats: remind
passengers about safety regulation (INF sits on an adult’s lap when take-
off and landing).
5) Check-in procedure
i. Not accepting request of UM of less than 6 years of age made at
the airport.
ii. In case passenger requests UM service at the airport or the UM
service has been cancelled or has not been confirmed due to
schedule change reason, accepting or refusing carriage of UM
based on the following criteria:
- Principles, conditions of acceptance as stated in article
2.4.9.2.1.
- Actual situation at the airport and departure time.
iii. Refusing carriage of passenger if information of
INF/CHD/UM/YPTA is not as exact as shown at check-in time,
leading to ineligibility of carriage and not meeting principles and
conditions of acceptance as stipulated in article 2.4.9.2. BAV
Supervisor refuse carriage and BAV is not responsible for any
unexpected costs arisen from the refusal of carriage.
iv. Check-in agent shall ask the parent or guardian completing and
signing our BAV’s Declaration of Indemnity.
v. The parent or guardian is required to remain at the airport until the
flight has departed. This is in case of flight delay or cancellation,
the young passenger is not left unattended.
vi. The BAV’s Declaration of Indemnity must be completed and
signed by the passenger in the presence of the check-in agent.
The witness on the Indemnity must be the staff who has witnessed
the passenger completing and signing the form. There should be
3 copies completed, original one must be held by issuance station
and copies given to the passenger and Cabin Manager.
vii. Attaching “UM” tag to UM’s checked baggage, adhere “UM”
sticker onto UMNR’s boarding pass.
viii. Checking in cabin crew accompanying UM/YPTA as GD cabin
crew. Assign seat for cabin crew accompanying UM/YPTA next to
UM/YPTA.
ix. After completing the check-in process for UM/ YPTA, the check-
in agent handover UM/ YPTA with set of UM/ YPTA documents
and UM/ YPTA’s cabin baggage to the staff assisting UM/ YPTA.
x. Assist UM/ YPTA through CIQ and take care of them until handing
over to the boarding staff or the Cabin crew.
xi. Gate staff, Cabin Manager and arrival staff must be informed of
UM/ YPTA travelling on BAV’s flights via Special information to
crew form.

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6) Boarding
i. Update list of UM/ YPTA checked-in.
ii. Arrange boarding priority to UM/ YPTA.
iii. Complete Special Information to Crew with passenger details and
iv. Assist UM/ YPTA to the aircraft and hand over to cabin crew.
Cabin crew sign for confirmation on “Handling advice for
unaccompanied minor”.
v. Handling message: Following up special handling message
(PSM) shall be sent to related or arrival stations (both BAV GO
email & GSP email) by ground handling agent completely within
15 minutes after the flight departed.
c) On board
1) Infant seatbelts are carried on board and should be offered during the
safety briefing. An infant seatbelt should never be used for a child over
the age of two years.
2) Cabin crew assist UM/YPTA or passenger traveling with INF arrange
cabin baggages.
3) Cabin crew pay attention of passenger who book EXST travels with INF.
4) A car seat is not allowed on the passenger cabin.
d) On arrival
1) Check arrival handling message to arrange arrival meet and escort UM/
YPTA upon arrival.
UM/ YPTA on arrival and their status for further help upon arrival.
3) UM/ YPTA disembark last. GSP sign for confirmation on “Handling advice
for unaccompanied minor” upon received.
included.
5) Support UM/ YPTA to contact relatives upon arrival.
6) Escort UM/ YPTA until handover to relatives and get signature from
relatives for confirmation of service completion.
e) Transfer station procedure:
1) Meet and assist UM/ YPTA and collect any travel document and
UM/YPTA’s cabin baggages from the cabin crew.
2) Hand over UM/ YPTA to cabin crew of the connecting flight.
3) In case of interline transfer, hand over UM/YPTA to the onward
connecting airline agent.
4) Hand over cabin crew or onward connecting airline agent to sign for
confirmation on “Handling advice for unaccompanied minor” upon
received UM/ YPTA.

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5) If the flight is cancelled at the transfer station, UM/ YPTA must be
accompanied at all times.
Several notes on UM/YPTA handling
UM handling in case of changes
a) In case of passenger’s fault (e.g.: the person meeting UM/YPTA on arrival
is not present at airport to meet UM/YPTA, BAV is unable to contact the
person meeting UM/YPTA, etc.)
Based on the actual situation at airport, BAV Supervisor arrange GSP
staff or BAV Supervisor to take care of UM/YPTA until handling over
UM/YPTA to the person meeting UM/YPTA on arrival, or contacting the
departure station of the commencement point of travel to return
UM/YPTA back. Parents/guardians bear all unexpected costs arisen
from caring UM/YPTA, returning UM/YPTA to the departure point, meals,
hotel accommodation, transportation, etc.
b) In case of schedule change because of BAV’s fault or of force majeure
1) BAV Supervisor coordinate with GSP to dispatch the irregularity advice
to concerned units and parents/guardians/authorized persons; or contact
Ticketing Office where the UM/YPTA request is received and handled to
advise and parents/guardians/authorized persons.
2) If flight irregularity requires long time to handle, GSP or BAV Supervisor
dispatch advice to all concerned units, including:
i. UM/YPTA’s estimated arrival time and arrival location.
ii. Reasons of flight delay or divert.
iii. Telephone number and hotel address where UM/YPTA is
accommodated, change of hotel accommodation (if any).
iv. Instructions to parents/guardians/authorized persons at departure
station/connecting station and arrival station about UM/YPTA’s
new itinerary, contact address.
Other regulations on UMNR handling
a) GSP staff/cabin crew is always available for caring UM/YPTA.
b) In case UM/YPTA is accommodated in hotel: the staff assigned to take care
of UM/YPTA must be sure that all UM/YPTA’s checked baggage have been
delivered, must directly take UM/YPTA to hotel and take care of UM/YPTA
during hotel accommodation until handling over UM/YPTA to cabin crew.
c) During on-duty time, the staff assigned to caring UM/YPTA must be
enthusiastic and offer the courtesy to UM/YPTA.
Elderly passenger
Definition
Who is 60 years of age or above on the date of travel.

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Condition of acceptance
Apply as normal passengers. In case elderly passengers require special
assistance, apply correspondence conditions of acceptance.
Handling
a) At ticketing office/ Agency/ Call center: Priority served
airports, elderly passengers are indentified and assisted to check-in
2) Do not assign the emergency seat for elderly passengers who are from
70 years of age and above.
3) If elderly passenger is too weak to walk a long distance, tactfully offer
wheelchair and assistance with embarkation and disembarkation
formalities; pre – board the passenger whenever possible.
c) On board: Passengers have cabin baggage loaded on/ off the overhead
d) On arrival: Serve as normal passengers.
e) Note
1) In case of elderly passengers require special assistance, apply
correspondence service provisions.
2) Staff must be tactful when handling elderly passengers, always offer your
assistance but never insist or force them to accept help as the elderly do
not like to be treated as incapacitated.
Passenger requiring bassinet (BSCT)
Definition
BSCT is a service offering specialized carriage for INF on board.
a) Scope of application: Baby basinet service (BSCT) is only provided on
international routes which operated by aircraft B787
b) Compartment can provide BSCT service: Business class (C) and Economy
class (Y)
c) Maximum number of basinets can be actually supplied on each B787
aircraft: 01 BSCT on Business class and 02 BSCT on Economy class.
d) BSCT fee: Free of charge for BSCT service.
e) Only infant with weights of not more than 11 kg is accepted.
f) BSCT service is provided according to the principle of 1st come 1st serve:
passengers who request BSCT service first will be given priority to provide
the service.

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g) If BSCT service is requested when check-in, GO at the station based on
the availability of unused BSCT devices to give the appropriate reply to
passenger.
Handling procedure
1) GSP at the airport checks the list of passengers requesting BSCT service
to reserve/assign to seat number where BSCT is installed on the aircraft.
2) At the check-in counter, the check-in staff reconfirms with the passenger
about the weight of the INF to ensure that the INF is eligible to use the
BSCT service.
3) VIP/CIP passengers should not be assigned with seats near the BSCT
location.
4) Seating position where BSCT is installed that can be assigned for
passengers:
i. For aircraft B787-818/819: Business class: 11A, 11K; Economy
class: rows 31, 34 and seats 48DEG.
ii. For aircraft B787-829: Business class: 11A, 11K; Economy class:
rows 31 and seats 46DEG
5) Input seat number of BSCT passenger in “Special Information to Cabin
Crew” and handover to the cabin crew before boarding.
b) In flight
1) Cabin crew must not install BSCT device when taking off/landing to
ensure safety to infant.
2) Cabin crew based on “Special Information for Cabin Crew” form and
Installation Introduction install BSCT device to location as designed for
BSCT when airplane has reached stable height, assisting passenger
throughout the flight when requested by passenger.
3) If BSCT service is requested when on board, cabin crew based on the
availability of unused BSCT devices give the appropriate reply to
passenger.
4) In case airplane is flying through an area of turbulence, cabin crew
reminds passenger to hold infant by hands. Cabin crew shall uninstall
BSCT device to ensure safety to infant and passenger in cases of
emergency.
5) When airplane is prepared for landing, cabin crew shall uninstall BSCT
device and store it in its designed location. Before installation, cabin crew
checks the remaining items in BSCT device and returns such items to
passenger if found.
Passenger requiring stretcher, oxygen (STCR, OXYG)
Definition
a) STCR is a service providing strecher to passenger on board.

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b) OXYG is a service providing oxygen to passenger on board.
BAV does not accept transport of STCR/ OXYG service.
Contributed – to – Revolution passenger
Definition
Contributed – to – Revolution passengers and documents including:
a) Who had the revolutionary activities before 1 January 1945 (a copy of the
decision to recognize the revolutionary activities before 2 January 1945).
b) Who had the revolutionary activities from January 1945 until August 1945
uprising (a copy of the decision to recognize the revolutionary activities from
01/01/1945 to August 1945 uprising).
c) The Vietnamese Heroic Mother (a copy of the decision award “Vietnamese
Heroic Mother”).
d) Hero of the people’s armed forces (a copy of the decision award the title
Hero or a copy Hero certificate).
e) Labor hero during the war (a copy of the decision award the title Hero).
f) Invalids, persons entitled to policies as invalids (a copy of the decision
Invalids, persons entitled to policies as invalids).
g) Who was sick people in arm forces (a copy of the certification decision with
army soldiers disease or illness).
h) Who had the active resistance infected with toxic chemicals (a copy of the
certification decision advocate resistance infected with toxic chemicals).
i) Who had the revolutionary activities, imprisoned resistance activity begins
in prison, exiled (one of these copies: CV of officials and party membership
profile (created on 01/01/1995 and earlier) or the documents entitled social
security regime have determined where prisoners, jail time).
j) Who had the activities of national liberation resistance, defence and
international obligations (a copy of the decision to donate the certificate
order of the resistance medal, the victory medal, the certificate of merit of
the resistance achievement and operating time the actual resistance-
rewarded districts).
k) People with the help of revolution (one of these copies: the certificate
“Fatherland attribution”, resistance medal, reward decision).
Apply as normal passenger. In case Contributed – to – Revolution
passengers require special assistance, apply correspondence condition of
acceptance.
Handling
a) At ticketing office/ Agency/ Call center
Priority serve

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airports, elderly passengers are indentified and assisted to check-in
2) Do not assign the emergency seat for elderly passengers who are from
70 years of age and above.
3) “Priority” Stamp is used on the boarding pass for Contributed – to –
Revolution passengers.
c) On board: Passengers have cabin baggage loaded on/ off the overhead
d) On arrival: Serve as normal passengers.
Groups
General
a) A group is defined as a party of at least 09 passengers (not including
infants), travelling together.
b) A dedicated check-in counter for group may be provided at the station.
Check-in
a) Check-in and accept all passengers individually.
b) Assign seats together, if requested, respecting any special seating
requirements.
c) Each passenger of a non-family group travelling to same destination by
same flight must be presented during check-in with individual baggage.
d) Issue baggage tags individually:
1) Each piece of baggage must bear the respective passenger's
identification.
2) Exception: Bag tags for family members travelling together may be issued
on one family name.
e) This will assist the boarding gate personnel to search the correct tag number
in case one of the group members fails to turn up at the boarding gate on
time and to ensure that the correct baggage is offloaded.
f) This is a safety and security issue hence strict compliance is compulsory.
Non Standard Groups
a) Unusual groups, excessive weights, or anything outside the standard need
to be communicated to load control e.g. rugby teams with higher passenger
weights or a group of Sumo wrestlers etc.
b) This is to ensure that the exceptional weights are accounted for in loadsheet
preparation for the flight.
c) Unaccounted weights may affect the trimming and safety of the aircraft.

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Disabled passengers with intellectual or developmental disability
needing assistance (DPNA)
Definition
a) DPNA is a IATA Special Service Request (SSR) code used to identify a
passenger with an intellectual or developmental disability. It is a one of the
categories of Passengers with Reduced Mobility/Disabilities(PRM)
b) Examples of disabilities that are covered by this SSR code are Alzheimer’s,
Autism Spectrum Disorder (ASD), Down Syndrome, Dementia, Brain Injury
or Intellectual, Cognitive or Developmental Impairment etc.
c) ‘DPNA’ will only be used for a self-reliant passenger with an intellectual or
developmental disability, not for customers who have mental illness.
General Acceptance Conditions
a) Please note the general acceptance conditions for this group of passengers
1) Medical clearance/documentation is not required.
2) DPNA passengers can travel alone
3) However, DPNA passengers should travel with a companion if the
passengers have a specific cognitive disability that:
i. causes disorientation or confusion; or
ii. does not allow the passenger to recognise a dangerous situation;
or
iii. does not allow the passenger to pay attention, comprehend or
respond to the safety instructions by the cabin crew; or
iv. in unexpected situation that the passenger disembarks the aircraft
without staff assistance, he/she could get lost in the airport
terminal buildings and not knowing how to ask for direction or
assistance.
b) The maximum number of DPNA on each flight:
1) Accompanied DPNA passenger: no limitation.
2) Unaccompanied DPNA passenger: do not exceed the number of main
emergency exits of each aircraft.
c) Like other PRM requests (e.g. BLND, DEAF, WCHR), customers are
encouraged to make the necessary arrangements at least 24 hours before
their flight. However, should there be a last-minute service request at the
airport, staff may insert the Special Service Request code, with a short
description of their disability and support required, inside DCS for the entire
itinerary.
d) If the customer requires the following assistance from the cabin crew during
flight, passenger must travel with a personal care assistant:
1) Assistance with feeding of meals
2) Assistance within the restroom or at the seat with defecation and/or
urination

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3) Provision of medical services
e) If the behavior of the passenger, because of their physical or medical
conditions, based on established facts, poses a threat to the safety of the
other passengers and their property, the aircraft or the crew; or if the
passenger starts to self-abuse, the carriage may be refused on safety
grounds.
Handling procedure
At Ticketing Office/ Agency/ Call Center
a) DPNA services are only accepted via Ticketing office (including BAV
ticketing office and outsource) and Call Center
1) In case passengers booked via Agents, staff must contact Call Center for
service request.
2) In case passengers book online via website bambooairways.com,
passenger must contact Call Center for service request themselves.
b) After receiving the request, Ticketing office/ Call Center check the condition
of acceptance, request passenger to fill up MEDIF I form and confirm the
service immediately.
c) In case passengers do not meet acceptance requirements about health
conditions:
1) Refuse to book the reservation.
2) Refund the ticket without surcharge or transfer to another flight without
surcharge in case passengers have had the confirm ticket in advance.
d) All DPNA services are free.
At the airport:
a) Check-in at priority counter at HAN/SGN/DAD airports. At the other airports,
DPNA passengers are indentified and assisted to check-in counter without
queueing in the line.
b) This type of passengers must be assigned seats together with their
companions. If load permits, staff can block extra seat for more privacy and
convenience.
c) Emergency Exit seat must not be assigned to passengers with SSR code
‘DPNA’.
d) BAV Supervisor or GHA staff must accompany the DPNA passengers
between check-in, security, immigration, boarding and handover to the
cabin crew.
e) During boarding, DPNA and their travelling companion can pre-board the
flight, together with other PRM passengers.
f) On arrival, BAV Supervisor or GHA staff to meet the DPNA passenger at
the aircraft door on arrival and accompany him/her through immigration,
baggage collection and to the transport/arrival pickup point.

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g) ‘DPNA’ passengers must be written on the Special information to Cabin
Crew so that cabin crew are informed.

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OTHER SPECIAL CATEGORIES OF PASSENGERS

VIP, CIP Passengers
Category of VIP passengers
VIPA
a) Secretary General of Communist Party
b) President
c) Prime Minister
d) Chairman of National Assembly
VIPB
a) The Comrades had held the position as VIPA metioned about.
b) Politburo members
c) Secretary of the Party Central Committee
d) Vice State President
e) Deputy Prime Minister
f) Vice Chairman of National Assembly
g) President of the Vietnam Fatherland Front's Central Committee
h) Chief Justice of the Supreme People's Court
i) Procurator General of the Supreme People's Procuracy
VIPC
a) Members of the Party Central Committee
b) Alternate member of the Party Central Committee
c) Heads of Party Central Committee's Commissions
d) Director of Ho Chi Minh National Academy of Politics; Editor-in-Chief of
Nhan Dan Newspaper, Editor-in-Chief of Communist Magazine
e) Member of the Standing Committee of the National Assembly (Secretary-
General, Chairman of the Office of the National Assembly; Chairman of the
Ethnic Council, Chairman of Committees of the National Assembly; Head
of the Committee for Deputies' Work, Head of the Committee for People's
Volunteers of National Assembly Standing Committee.
f) Ministers and others at ministerial level (*)
g) Chairman of the Office of the President
h) State Auditor General
i) Vice Chairman - General Secretary of the Vietnam Fatherland Front's
Central Committee.
j) Secretary of the Party Committee of the province or centrally-administered
cities, Secretary of the Party Committee of Central Block
k) Deputy Secretary of the Hanoi Party Committee, Deputy Secretary of the
Ho Chi Minh City Party Committee
l) Vice Chairman of the Central Inspection Committee
m) President of Vietnam Academy of Social Sciences; President of Vietnam
Academy of Science and Technology; Chairman of the Committee for

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Management of State Capital at Enterprises; General Director of the
Vietnam News Agency, General Director of the Vietnam Television (VTV),
General Director of The voice of Vietnam.
n) Head of the Central Committee for Health Care and Protection of Central
Officials
o) Secretary of the Party Committee of provinces or centrally-administered
cities, Chairman of People’s Committee of provinces and centrally-
administered cities.
p) Deputy Minister of National Defense; Deputy Minister of Public Security;
Deputy Minister of Transport
VIPD
a) Delegates of the National Assembly during the term
b) Deputy Head of the Party Central Committee's Commission; Deputy
Secretary of the Party Committee of Central Block;
c) Deputy Ministers
d) Deputy Chief of the Party Central Committee's Office; Deputy Head,
Members of the Party Central Committee's Inspection Commission
e) Deputy Chief Justice of the Supreme People's Court, Deputy Prosecutor
General of the Supreme People's Procuracy; Deputy Auditor General of the
State Audit Office
f) Vice Chairman of the Nationality Council of the National Assembly; Vice
Chairman of the National Assembly's Committee; Vice Chairman of the
National Assembly's Office; Vice Chairman of the Presidential Office;
Deputy Chairman of the Government Office, Deputy Heads of ministerial
agencies (the Government Inspectorate, State Bank of Vietnam, the
Government's Committee for Ethnic Affairs).
g) Deputy Secretary of the Party Committee of the province or centrally-
administered cities, Vice Chairman of People’s Committee of provinces and
centrally-administered cities.
h) VIPA, VIPB’s assistant
i) Chairman of Vietnam Chamber of Commerce and Industry
j) Chairman, Vice Chairman of State Securities Commission of Vietnam
k) Vice Chairman of the Commission for the Management of State Capital at
Enterprises
l) Deputy Head of the Central Committee for Protection and Health Care of
Central Officials
m) Military officers at all levels administered by Ministry of National Defense:
The General Chief of Staff; the Vice chief of Staff, Director General of
General Departments and Agencies; Vice President of General Political
Department, Commanders, Political Commissars of Military Regions, Air
Defense-Air Force and Navy, Arms, Corps, Hanoi Capital High Command,
Coast Guard, President Ho Chi Minh Mausoleum High Command, Cyber

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Command, Border Guard Command Deputy Commander of the Air
Defense - Air Force army;
n) Director General of Public Security and others at equivalent level of Public
Security
o) Director General, Deputy Director General of General Department of
Taxation, Vietnam Customs
p) Leader of Civil Aviation Authority of Vietnam (Director General and Deputy
Directors General of CAAV); Director General of Department administered
by Ministry of Transport; Director General and Directors of Departments
under the Ministry of Transport (excluding Departments not under the
Ministry of Transport)
q) Ambassador Extraordinary and Plenipotentiary of Vietnam in oversea
countries.
r) Ambassador Extraordinary and Plenipotentiary of other countries in
Vietnam.
(*) The list of department administered by Communist Party, Government
and organization that Leader levels have been equivalent to Ministerial;
Director General of Public Security and others at equivalent level of Public
Security regulated at 2.5.1.3.
CIP passengers
a) Vice Chairman, Members of Board of Directors, Chief Executive Officer
(CEO), Deputy CEO of FLC Group.
b) Members of Board of Directors, Members of Board of Management (CEO,
Deputy CEOs)
c) Airports Corporation of Vietnam – ACV:
1) Chairman
2) Vice chairman
3) Members of Administrative Council
4) General Director
5) Deputy General Directors
6) Chief accountant
7) Chief of Office
8) General Manager
d) Vietnam Air Traffic Management – VATM:
1) Chairman
2) Vice chairman
3) Members of Administrative Council
4) General Director
5) Deputy General Directors
6) Chief accountant

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7) Chief of Office
8) General Manager
e) Heads, Deputy Heads of Division of Civil Aviation Authority of Vietnam
f) Directors, Deputy Directors of Airports that Bamboo’s flights operate into
g) Directors, Deputy Directors of Northern, Central, Southern Airports
Corporation, Leader of airport authority representatives of Airports that
Bamboo’s flights operate into.
h) Director, Deputy directors of Northern, Central and Southern Flight
Management Company
i) Head of Companies/Organizations or those who have close business
relationship with Bamboo Airways (approved by authorized DCEO and
CEO of Bamboo Airways)
The list of department administered by Communist Party, Government and
organization that Leader levels have been equivalent to Ministerial; Director
General of Public Security and others at equivalent level of Public Security
The list of department administered by Communist Party, Government and
organization that Leader levels have been equivalent to Ministerial:
a) President of Ho Chi Minh National Academy of Politics
b) Editor-in-Chief of the Communist Review
c) Editor-in-Chief of the People's Newspaper
d) Secretary of Party Central Committee
e) Member of the Standing Committee of the National Assembly
f) Chairman of the National Council of the National Assembly
g) Chairman of the Committees of the National Assembly
h) President of Vietnam Academy of Science and Technology
i) President of Viet Nam Academy of Social Sciences
j) Vice Chairman cum General Secretary of the Vietnam Fatherland Front
Central Committee
k) Deputy Secretary of the Municipal Party Committee, Chairman of People's
Council, Chairman of People's Committees of Hanoi and Ho Chi Minh City
l) Chief of Central Office.
m) Chairman of the National Assembly Office
n) Heads of ministerial-level agencies: Government Office, State Bank,
Government Inspectorate, Ethnic Committee
o) Chief Justice of the Supreme People's Court, Head of the Supreme
People's Procuracy
p) Chairman of the President's Office.
q) Chairman of Commission for the Management of State Capital at
Enterprises.
r) State Audit General
Titles equivalent to the Director General of the Ministry of Public Security
a) Chief of the office

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b) Chief of Secretariat investigation office
c) Ministry Chief Inspector
d) Director of the Criminal Science Institute.
e) Commander of the Guard Command
f) Commander of Mobile Police Command
g) Political Commissar of Mobile Police Command
h) President of the Political Academy of People's Public Security
i) President of the People's Security Academy.
j) President of the People's Police Academy
k) Director of Hanoi Police Department
l) Director of Ho Chi Minh City Police Department
m) Permanent Vice Chairman of Party Committee for People's Police
Inspection
n) Vice Chairman of National Assembly Committee for Defense and Security
Service Standards
VIPA
Apply VIP handling procedure and inflight service for VIPA.
VIPB
a) Passengers shall make seat booking with priority on the flight as required.
Involuntary offloading and downgrading regular passengers may be applied
to accept VIPB passenger with the highest priority.
b) Passengers shall be checked in at VIP/Business class check-in counters.
c) Passengers shall be seated with priority at class of service mentioned in
the ticket.
d) Applicable to both Domestic and International flights: In all cases
passengers shall be upgraded (even in case Business class passengers
are downgraded or Economy class passengers are off loaded). 01 (one)
passenger travelling with VIPB shall be upgraded if seat is available. In
case Business class is full, Premium Economy seat will be given to
passenger travelling with VIPB (for flights with Premium Economy class
operations).
e) For flights departing from airports within Vietnam: Station manager/ Deputy
station manager is the person who is in-charge for welcoming and offering
services. For flights departing from international airports: BAV
Representative at the airport is the person who is in-charge for welcoming
and offering services.
f) VIPB shall be welcomed and assisted from check-in counter to the aircraft
and on arrival at aircraft door to the exit of the terminal by Station
manager/Deputy station manager of Bamboo Airways.
g) Passenger shall be assigned seat at first row line A and block whole
adjacent seats same side and same row (if seats available) or as required.

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h) Apply Free baggage allowance of Business ticket standards, eventhough
passenger travel on Economy Class. Applicable only to VIP passengers,
not for passenger travelling with VIP.
i) Passengers’ baggage shall be attached with VIP tags and handled with
priority.The baggage department shall be informed baggage details such
as tag numbers, images (pictures). Baggage will be correctly loaded in the
bulk hold area right by the door. The picture of the baggage must be taken
for filing within 24 hours after ATD.
j) Passengers’ cabin baggage shall be attached with VIP tags.
k) “VIP” stamp shall be stamped on the boarding pass.
l) Applicable to both Domestic and International airports: Passengers shall be
invited to VIP lounge or Business lounge. If no VIP lounge is available,
Business Lounge shall be offered. Offer lounge invitation cards for 02
companions.
m) VIPB shall be the last to board or upon passenger’s request but no later
than 15 minutes before ETD.
n) Bamboo Airways staff shall meet and assist the passengers and escort
them from the VIP/Business Lounge to the aircraft.
o) Transportation facility by private car or service car for Business class
passenger (such as VIP’s car, BAV’s car or GSP’s car) on apron will be
arranged if not using aerobridge for embarkation irrespective of cabin of
travel.
p) Inflight service: Apply the service standard of passenger’s service class and
be arranged space in the overhead locker to storage cabin baggage of
VIPB (prefer locker(s) above the seat(s) of VIP)
q) VIP shall be the first of his/her compartment to disembark. Transportation
facility by private car or service car for Business class passengers (such as
VIP’s car, BAV’s car or GSP’s car) on apron will be arranged if not using
aerobridge for disembarkation irrespective of cabin of travel.
r) Priority delivery onto baggage conveyor
s) BAV Station Manager or Deputy Station Manager shall meet and assist VIP
and escort them through fast track of CIQ on arrival.
t) All VIP requirements in services should be handled proactively with effort
so as to achieve passenger’s convience and satisfactory.
VIPC
a) Passengers shall make seat booking with priority on the flight as required
in case of BOD’s approval.
b) Passengers shall be checked in at VIP/Business class check-in counters.
c) Passengers shall be seated with priority at class of service mentioned in
the ticket.
d) Applicable to both Domestic and International flights: Passenger shall be
upgraded to Business class if seat is available. Upgrading to Business class
is not applicable to accompanied passenger.

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e) For flights departing from airports within Vietnam: Station Manager/ Deputy
Station Manager / Duty Manager is the person who is in-charge for
welcoming and offering services. For flights departing from international
airports: BAV Representative at the airport is the person who is in-charge
for welcoming and offering services. VIPC shall be welcomed and assisted
from check-in counter to the aircraft, through CIQ to Business/VIP Lounge
and when boarding.
f) Passenger shall be assigned seat at first row line A and block 1 adjacent
seat (if seats available) or as required.
g) Apply Free baggage allowance of Business ticket standards, eventhough
not for passenger travelling with VIP.
h) Passengers’ baggage shall be attached with VIP tags and handled with
i) Passengers’ cabin baggage shall be attached with VIP tags.
j) “VIP” stamp shall be stamped on the boarding pass.
k) Applicable to both Domestic and International airports: Passengers shall be
invited to Business Lounge. Not applicable to handing out Business
invitation cards for accompanion.
l) VIPC shall be the last to board or upon passenger’s request but no later
m) Bamboo Airways staff shall meet and assist the passengers and escort
them from the VIP/Business Lounge to the aircraft.
n) Transportation facility by private car or service car for Business class
passenger (BAV’s car or GSP’s car) on apron will be arranged if not using
aerobridge for embarkation irrespective of cabin of travel.
o) Inflight service: Apply the service standard of passenger’s service class and
VIPC (prefer locker(s) above the seat(s) of VIP)
p) VIP shall be the first of his/her compartment to disembark. Transportation
facility by private car or service car for Business class passengers (BAV’s
car or GSP’s car) on apron will be arranged if not using aerobridge for
disembarkation irrespective of cabin of travel.
q) Priority delivery onto baggage conveyor
r) BAV Station Manager or Deputy Station Manager or Duty Manager shall
meet and assist VIP and escort them through fast track of CIQ on arrival.
s) All VIP requirements in services should be handled proactively with effort
VIPD
a) Passengers shall be checked in at VIP/Business class check-in counters.

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b) Passengers shall be seated with priority at class of service mentioned in
the ticket.
c) For Domestic flights: Passenger shall be upgraded to Business class if seat
is available.
For International flights: If VIP passenger has booked on economy class:
1) Premium Economy will be given to passenger if seat is available (for
flights with Premium Economy class operations);
2) CIP passenger shall be upgraded to Business class if seats at both
Economy Class and Premium Class are fully and Business Class seat is
available.
d) BAV Supervisor/ VIP CIP handling agents for flights departing from airports
within Vietnam or BAV Representative at the airport for flights departing
from international airports: is the person who is in-charge for welcoming
and offering services. For flights departing from airports within Vietnam:
VIPD shall be welcomed and assisted from check-in counter to the aircraft,
through CIQ to Business/VIP Lounge and when boarding. For flights
departing from oversea airports: VIPD shall be welcomed and assisted at
the check-in counter and be invited from Business Lounge to the boarding
gate.
e) Passenger shall be assigned seat at first row or as required.
f) Apply Free baggage allowance of Business ticket standards, eventhough
not for passenger travelling with VIP
g) Passengers’ baggage shall be attached with VIP tags and handled with
bulk hold area right by the door.
h) Passengers’ cabin baggage shall be attached with VIP tags.
i) “VIP” stamp shall be stamped on the boarding pass.
j) Applicable to both Domestic and International airports: Passengers shall be
k) VIPD shall be the last to board or upon passenger’s request but no later
l) Transportation facility by private car or service car for Business class
m) Inflight service: Apply the service standard of passenger’s service class and
VIPD (prefer locker(s) above the seat(s) of VIP)
n) VIP shall be the first of his/her compartment to disembark. Transportation

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o) Priority delivery onto baggage conveyor.
p) All VIP requirements in services should be handled proactively with effort
CIP
a) Passengers shall be checked in at Business class check-in counters.
b) Passengers shall be seated with priority at class of service mentioned in
the ticket.
c) For Domestic flights: Passenger shall be upgraded to Business class if seat
is available.
For International flights: If VIP passenger has booked on economy class:
1) Premium Economy will be given to passenger if seat is available (for
flights with Premium Economy class operations);
2) CIP passenger shall be upgraded to Business class if seats at both
Economy Class and Premium Class are fully and Business Class seat is
available.
d) BAV Supervisor/ VIP CIP handling agents for flights departing from airports
within Vietnam or BAV Representative at the airport for flights departing
from international airports: is the person who is in-charge for welcoming
and offering services. For flights departing from airports within Vietnam: CIP
shall be welcomed and assisted from check-in counter to the aircraft,
through CIQ to Business Lounge and when boarding. For flights departing
from oversea airports: CIP BOD shall be welcomed and assisted from
check-in counter to the aircraft, through CIQ to Business Lounge and when
boarding. All remaining CIP shall be welcomed and assisted at the check-
in counter and be invited from Business Lounge to the boarding gate.
e) Passenger shall be assigned seat at first row or as required.
f) Apply Free baggage allowance of Business ticket standards, eventhough
not for passenger travelling with VIP
g) Passengers’ baggage shall be attached with Priority tags and handled with
h) Passengers’ cabin baggage shall be attached with Bamboo Business Cabin
Baggage (if traveling on Business Class) or Priority Cabin Baggage (if
traveling on Economy class).
i) “CIP” stamp shall be stamped on the boarding pass.
j) Applicable to both Domestic and International airports: Passengers shall be

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k) CIP shall be the last to board or upon passenger’s request but no later than
15 minutes before ETD.
l) Bamboo Airways staff shall meet and assist the passengers and escort
them from the Business Lounge to the aircraft.
m) Transportation facility by private car or service car for Business class
n) Inflight service: Apply the service standard of passenger’s service class and
be arranged space in the overhead locker to storage cabin baggage of CIP
(prefer locker(s) above the seat(s) of CIP)
o) CIP shall be the first of his/her compartment to disembark. Transportation
p) Priority delivery onto baggage conveyor.
q) BAV Supervisor/ VIP CIP handling agents shall meet and assist VIP and
escort them through fast track of CIQ on arrival.
r) All CIP requirements in services should be handled proactively with effort
Note
For the flight including many VIPs and CIPs, the priority handling order would
be assigned as follows VIPA – VIPB – VIPC – VIPD – CIP.
Handling procedure
Step 1: Advised messages of VIP/CIP movements
a) SCC check the list of VIPs, CIPs who have bookings on the next day's
flights, sends the list of VIPs, CIPs (including CIP BOD) with full
informations: flights, VIP/CIP object, passenger name, VIP CIP title, PNR...
for OCC before 16:00 of the previous day (the list has been reviewed for
the next day's flight schedule). For cases of VIP/CIP passengers arising
after the above timeline: Units that receive information about VIP CIP
passengers will send an additional list of passengers to OCC as soon as
new information about VIP/CIP passengers has been listed.
b) GO at airports sends information about VIP/CIP passengers arising at the
airport to OCC and SCC as soon as information about VIP/CIP passengers
arise (not yet on the deployment list) at the airport.
Step 2: Sending out advised message about VIP/CIP
a) After receiving information of VIP/CIP from SCC and GO, OCC will send to
relevant units (SGO, CCD, FCD, TECH…) according to established
communication channel no later than 6:30 p.m. of the previous day for the
list of VIP CIP passengers of the next day (full list of information including
flight, VIP/CIP object, name of VIP CIP passengers, titles, PNRs).

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b) Within 15 minutes after receiving the list of additional VIP/CIP passengers,
OCC sends it to relevant departments according to the principles
mentioned above.
Step 3: At departure station
a) Before the check-in time:
BAV Supervisor can get information of VIP, CIP via:
1) VIP/CIP list was deployed by OCC and GO OCC
2) Check in Ifly DCS system about VIP/ CIP data who has been booked on
the system (VVIP edit)
3) Via information from BOD, SGO Directors, Company Adminstration,
related departments, local authorities or BAV’s partners before the check-
in time
b) Handling
1) VIP, CIP shall be welcomed and assisted from check-in to the aircraft.
2) For VIP / CIP passengers arising at the counter: after receiving
information about VIP / CIP passengers, GO representative at the airport
looks up VIP and CIP information on the software or on the list. The most
updated VIP and CIP have been implemented to identify the right
passengers and titles.
3) Serve VIP/ CIP passengers in accordance with standards and policies
4) Bamboo Airways staff shall meet and assist the passengers and escort
them from the check-in counter through CIQ, at the VIP/ Bamboo Lounge
to the aircraft, make sure all procedures are done quickly and accurately
with convenient, attentive and respectful.
5) The completed of the form “Special information to Crew” with special
requests shall be submitted to the Cabin Manager before boarding.
6) In case of arising requests: GO at the airport ensures convenience and
maximum comfort for VIP/ CIP, try to meet the VIP/ CIP’s requirements
and arrange seats upon passenger’s requests.
7) VIP/ CIP shall be the last to embark. However, in case VIP/ CIP wants to
board first or at the time they prefer, the ground staff must notify the Cabin
Manager at least 5 minutes to prepare.
8) Transportation facility by private car or service car for Business class
passenger on apron will be arranged if not using aerobridge for
embarkation irrespective of cabin of travel.
9) Inform all airports of all details about VIP/ CIP and their baggages,
loading position and remind all relevant airports to handle with highest
priority.
c) For the cases of VIP/CIP passengers arising during the check-in procedure
due to the person who picks up, sees off or VIP, CIP informs directly about

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the position of the VIP/ CIP passengers or by VIP CIP’s travel documents
(congressman card, airline’s ID card…)
1) Check-in agents/BAV representative on duty at the counter asks for the
passenger's title information and determines whether that title is on the
list of VIP/CIP according to the policy.
i. If passenger is identified as a VIP/CIP passenger: provide service
according to the standard policy.
ii. If the title is identified as a VIP CIP but not on the VIP CIP list:
perform a search using other information channels (GO OCC,
Office, OCC, Commerce, search on Google...) to accurately
determine whether the passenger is a CIP VIP or not.
2) Look up and find passenger’ names in the VIP CIP list that have been
deployed
3) After providing service as VIP CIP standards, GO notifies OCC and SCC
to deploy VIP/CIP information throughout the system.
Step 4: Inflight
a) After receiving information about VIP/CIP/Chairman of FLC Group and
before preparing the flight:
1) Flight crew division and cabin crew division arrange suitable pilots and
cabin crews who meet the standards of the regulation of Flight
Operations in handling VIPB/Chairman of FLC Group flight.
2) Brief detailed information about VIP/CIP/Chairman of the FLC Group to
flight crews and cabin crews who handle this flight.
b) Inflight:
1) Follow procedures and regulations for serving VIP/CIP passengers
issued by Flight Operations.
2) Cabin Crew must pay special attention to VIP/ CIP special requests which
were provided by ground staff in the Special information to Cabin Crew
form to serve passengers as required.
3) Separate and guide VIP/CIP passengers to disembark the airplane
according to the following principles:
i. For flights operated by aircraft B787 and do not operate door L1
to guide passengers off the plane: Cabin crews only separates
VIPB and his parties at Bussiness cabin by directly asking
permission from other Business passengers at related aisle seats,
invite these passengers to sit back in their seats. VIPB and his
parties will disembark first. Other VIP and CIP passengers: do not
separate. These passengers will disembark the airplane like other
passengers of the same service class.
ii. For other flights: VIP/CIP shall be the first to disembark.
4) At the arrival airports:

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i. For VIP/CIP passengers seating on Business class: the Cabin

Manager is responsible for introducing VIP/ CIP passengers with
representatives, ground supervisors or GHA staff at the airport to
pay attention to support passengers.
ii. For VIP/CIP passengers seating on Economy class: BAV
Representative or Ground Supervisor or GHA staff will identify
and assist VIP/CIP passenger through the passenger's
identification information (such as: photos, clothes color, hand
luggage…) received from the departure station or from Flight
attendant.
Step 5: At arrival station
a) VIP/CIP passengers shall be the first to disembark before all other
passengers of the same service class, except for the case of flights
operating on B787 and not using the L1 door (applicable only to VIPB and
above in all cases)
b) Make sure the car for picking-up VIP/CIP is present at least 5 minutes
before aircraft chock-on.
c) Bamboo Airways staff shall meet and assist the passengers and escort
them through fast track of CIQ on arrival, help them to take the checked
baggage from the conveyor belt and see off at the arrival hall
d) VIP, CIP’s checked baggage can be delivered immediately after the vehicle
arrives at the arrival hall
Step 6: Documents and Reports
a) Complete documents must be filed by GO at the departure and arrival
station
b) Advice messages about VIP/CIP movements must be sent to down-line
stations accordingly.
c) Directly reports to OCC, Director must be made in advance via phone,
email, SMS, viber.
Bamboo Airways Loyalty Program - Bamboo Club (BBC)
Introduction
a) In an attempt to deliver better service to valued customers and show BAV’s
appreciation to their support, Bamboo Airways would like to introduce an
exclusive loyalty program – Bamboo Club.
b) Bamboo Club has four rewarding membership
tiers Emerald, Gold, Diamond and First. Each card is designed to the way
passenger travels.

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Member Privileges
 Emerald
 - Accumulate and redeem points on all services
offered by Bamboo Airways and selected services
offered by Bamboo Club’s partners.
- Priority Arrangement in case of flight irregularities.
 Gold
- Access to Business Check-in Counter.
 - Priority Seat Selection.
 - Fee waiver on additional 5kg checked baggage on
each flight.
 - Priority Baggage Tagging Service.
 - Access to Priority Line at Boarding Gate.
 - Priority Arrangement in case of flight irregularities.
 - Bonus points awarded on member’s birthday (50
points).
 - Accumulate and redeem points on all services
Diamond
- Access to Business Check-in Counter (with one
travelling companion).
- For Domestic flights: Access to Business Class
Lounge.
- For International flights: No Business Class Lounge
access
- Priority Seat Selection.
- Fee waiver on additional 10kg checked baggage on
each flight.
- Priority Baggage Tagging Service.
- Access to Priority Line at Boarding Gate.
- Complimentary upgrade to Bamboo Plus or
Bamboo Business if member’s original seat class is
full and higher tiered seat class is available at the
time of check-in or boarding.
- Bonus points awarded on member’s birthday (100
points).
- Accumulate and redeem points on all services

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First
- Access to Business Check-in Counter (with two
travelling companion).
- For Domestic flights: Access to Business Class
Lounge (with one travelling guest)*.
- For International flights: Access to Business Class
Lounge (**)
- Priority Seat Selection.
- Fee waiver on additional 20kg checked baggage on
each flight.
- Priority Baggage Tagging Service.
- “PRIORITY” stamp shall be stamped on the
boarding pass.
- Access to Priority Line at Boarding Gate.
- Access to Priority Line at customs and security
areas.
- Complimentary upgrade to Bamboo Plus or
Bamboo Business if member’s original seat class is
full and higher tiered seat class is available at the
time of check-in or boarding.
- Bonus points awarded on member’s birthday (150
points).
- Accumulate and redeem points on all services
(*)The guest must have a Bamboo Airways flight
ticket on the same day as the member and be
accompanied by the member when entering the
Lounge).
Maximum time: 3 hours
(**) For international flights operated by Bamboo
Airways (except charter flights), First tier members
will be able to enter First lounge/Business lounge,
including the domestic lounge for outbound segment
and the international lounge for inbound segment.
This benefit will be applied to the First tier members
only (not applied to accompanying person of First
members and Diamond tier members).
Handling
Pre-flight preparation
a) BAV Supervisor

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1) Check the list of members before the flight for serving.

2) Inform Bamboo Club’s information (number, type of membership) on the
flights to the related departments to prepare the conditions for serving
(counters, signage, publications, priority baggage tags, etc.)
b) Ground handling company
1) Prepare publications of Bamboo Club to ensure available at the check-in
counters and Business class lounge.
2) Prepare service conditions for Bamboo Club notified by BAV Supervisor
at the airport (signage at check-in counter, counters, priority baggage
tags, service staff etc.).
Check-in counter
a) At the check-in counters, in addition to the normal process, staffs also need
to make additional tasks as follows:
1) Welcome member: Customer service agents and staff at check-in counter
have to warmly welcome memberships named on the membership card,
receive membership card, passport, visa or personal identification papers
and itinerary (if any).
2) Check membership card of member traveling by the normal ticket and bonus
ticket.
b) Check information on the ticket and membership card. Compare with the
list of members notified by BAV Supervisor prior proceeding the check-in in
order to:
1) Check carefully information on membership card (name and number) and
match them with information in PNR. In case the information seems
different, check-in staff correct number in the list by number on the
membership card.
2) Add the members who are not named in the list for members who
present membership card at the counter or travel go-show.
3) In case check-in staff cannot determine the class of passenger's BBC
card class or when there are doubts about the authenticity of the BBC
card: Check-in staff inform to BAV representative. BAV representative
look up on the software to verify BBC card information or contact the BBC
section to check passenger card information.
c) Note for arranging seats and provide information for members to the
relevant sections.
1) If overbooking, to ensure on board for the Bamboo Club for specific type
of member booked on flights. If member will present for late checkin,
remain his booking until 10 minutes before the counters close. After this
time, check-in for other passengers if the member would not present.

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2) Not arrange for members at the uncomfortable chair on the plane (without
the back chair reclining, trouble with some control parts ...).
3) Arrange members next to accompanied members if they travel on the
same class.
4) Put information (name, seat number, and special requirements) of First,
Diamond members in the “Special information to Cabin Crew” form and
inform crew as regulation.
5) Inform involved airport the quantity and position of baggage of the First,
Diamond and Gold members in the post-flight message, especially in
case they will transfer to other flights.
d) Bamboo Club member’s baggage will be served under regulations for
specific type of membership.
e) Invitation card to the lounge admittance: Issue the invitation card for the
First member and one guest (if any), Diamond membership. On the
invitation, specify the member name, member card number, flight number,
flight date or name of the guest (right after the member name and remarked
accompanied by First Plus member), if any.
Lounge and boarding service
a) Lounge service for First members and guests, Diamond members in
compliance with Business class lounge service standard, in addition
updated publications such as Bamboo Club bulletin, application forms and
latest brochures of Bamboo Club.
b) Provide priority boarding at the boarding gate for First, Diamond and Gold
members as the same as Business class or VIP/CIP passengers. In case
the flight does not use aerobridge and must use a bus for boarding: do not
arrange a private car for First, Diamond and Gold members.
Note for service handling
BAV Supervisor and check-in staffs at airport shall be responsible in
introducing necessary information of Bamboo Club and registration to
become member of Bamboo Club via Bamboo Airways website to
passengers.
Business Class Passengers
Definition
a) Business Class passenger is a passenger who has a confirmed booking
and ticket on Business Class.
b) An On-Requested Business Class passenger is a passenger who has
purchased a Business class ticket but the reservation status is on standby
status for the Business class (due to no availability) and has confirmed the
successful reservation on the economy class.

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c) A downgraded passenger is as a passenger who has purchased a
Business class ticket and has a confirmed booking on the Business class.
However, with several reasons such as over-selling policies, broken seats,
acceptance of VIP/CIP passengers, etc., so passengers are check-in in a
lower service class (Economy class).
Handling Procedure
Business Class passenger
a) Business Class passenger shall be assisted at the check-in counter.
Passengers are given priority through CIQ (depends on the regulations of
each airport)
b) Passengers shall be checked in at Business class check-in counter.
c) Assign seat upon passenger’s request.
d) “PRIORITY” stamp shall be stamped on the boarding pass.
e) Baggage shall be tagged as Priority for smooth handling and handled with
priority.
f) Passengers’ cabin baggage shall be attached with Bamboo Business Cabin
Baggage.
g) Business Class passenger shall be prioritized getting through security
check, customs, immigration.
h) Passengers shall be invited to Bamboo Airways Business class lounge.
i) Business Class passenger shall be last to board or upon passenger’s
request but no later than 15 minutes before ETD.
j) Business Class passenger shall be invited for boarding from the Bamboo
Lounge.
k) Passengers shall be boarded at Business class line.
l) Transportation facility by service car for Business class passenger (BAV’s
m) Inflight service: Apply Business service policy
n) Business Class passenger shall be the first to disembark (only after VIP
passenger) and transportation facility by Business class passenger (BAV’s
disembarkation.
o) Priority delivery onto baggage conveyor
On-Requested Business Class passenger
a) On-Requested Business Class passenger shall be checked-in on the class
of reservation. Passengers shall be upgraded if Business class seat is
available (the priority order is right after the involuntary downgraded
passenger)
b) On-Requested Business Class passenger shall be assisted at the check-in
counter. Passengers are given priority through CIQ (depends on the
regulations of each airport)

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c) Passengers shall be checked in at Business class check-in counter.
d) “PRIORITY” stamp shall be stamped on the boarding pass.
e) Baggage shall be tagged as Business for smooth handling and handled
with priority.
f) Passenger shall be assigned seat at first row of Economy class and block
whole adjacent seats at same side and same row (if seats available) or as
required.
g) Passenger is not entitled to get a refund of ticket fare difference.
h) On-Requested Business Class passenger shall be prioritized getting
through security check, customs, immigration.
i) Passengers shall be invited to Bamboo Airways Business class lounge.
j) On-Requested Business Class passenger shall be invited for boarding from
the Bamboo Lounge.
k) Passengers shall be boarded at Business class line.
l) Passenger shall be last to board or upon passenger’s request but no later
m) Transportation facility by service car for Business class passenger (BAV’s
n) If they are upgraded to Business Class: Apply the Business service policy
on Inflight service.
o) If they are still checked-in on Economy Class: the Inflight service as a
Economy Class passenger.
p) No special transportation facility on apron if passenger is travelling on
Economy Class in case not using aerobridge for disembarkation
irrespective of cabin of travel.
q) Priority delivery onto baggage conveyor
Downgraded passenger
a) BAV Supervisor directly meets and explains to passengers in a gentle and
polite way about the change of service class as well as sevice standards
and benefit.
b) Passengers shall be upgraded if Business class seat is available
c) Downgraded passenger shall be assisted at the check-in counter.
Passengers are given priority through CIQ (depends on the regulations of
each airport).
d) Passengers shall be checked in at Business class check-in counter.
e) “PRIORITY” stamp shall be stamped on the boarding pass.
f) Baggage shall be tagged as Business for smooth handling and handled
with priority.
g) Passenger shall be assigned seat at first row of Economy class and block
whole row (if seats available) or as required.
h) A Downgraded passenger shall be prioritized getting through security
check, customs, immigration.

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i) Passengers shall be invited to Bamboo Airways Business class lounge.
j) Passenger shall be invited for boarding from the Bamboo Lounge
k) The ticket fare difference refund and a goodwill compensation shall be paid
to passengers. Incase passenger is upgraded to Business Class: the ticket
fare difference shall be returned to BAV but the goodwill compensation still
be paid to passengers.
l) A downgraded passenger shall board upon passenger’s request but no
later than 15 minutes before ETD.
m) Passengers shall be boarded at Business class line
n) Transportation facility by service car for Downgraded passenger (BAV’s car
or GSP’s car) on apron will be arranged if not using aerobridge for
o) If they are upgraded to Business Class: Apply the Business service policy
on Inflight service.
p) If they are still checked-in on Economy Class: the Inflight service as a
Economy Class passenger.
q) No special transportation facility on apron if passenger is travelling on
Economy Class in case not using aerobridge for disembarkation
irrespective of cabin of travel.
r) Priority delivery onto baggage conveyor.

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2.6 PASSENGER IRREGULARITIES 20 Nov 2021
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PASSENGER IRREGULARITIES
Mentally Disturbed Person
a) General definition
A person deemed to be a threat to the safety of a flight may be accepted
for transportation if accompanied by an attendant physically capable of
coping with untoward actions during the flight and skilled in
administering sedatives as required and authorized by an appropriate
authority or security.
b) If the mentally disturbed person requires sedation prior to departure, each
portion of the flight should last no longer than the effective duration of the
sedative administered.
c) BAV on the advice of its medical and security representative should be
permitted to deny boarding to such person.
Sick passenger
General definition
a) Sick passenger- a passenger who falls sick after check-in
b) Suffering from any disease which is believed to be actively contagious and
communicable or who, because of certain disease or incapacitation, may
have or develop an unusual behavior or physical conditions, which could
have an adverse effect on the welfare and comfort of another passenger
and/or crew members, or
c) Who is considered to be potential hazard to the safety of the flight or the
punctuality, or
d) Who will require medical attention and/or special equipment to maintain
his/her health during the flight, or
e) Who may have his/her medical condition aggravated during or because of
the flight.
A communicable disease is suspected when a passenger:
a) Has a visible skin rash or,
b) Is obviously unwell and/or,
c) Complaints of any of the followings:
1) Severe cough
2) High fever
3) High fever accompanied by abnormal bleeding
4) Persistent diarrhoea
5) Skin rash

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Ground
a) Most of the signs and/or symptoms above may not be obvious at the
counter. When in doubt regarding the health of a passenger, especially
during an outbreak, call your supervisor.
b) Passenger must be accompanied by staff to see a Doctor as soon as
possible.
c) If the sick passenger can be accepted for the flight after treatment by the
Doctor, staff must obtain a certificate of clearance from the Doctor attending
the case or from the Airport Health Authority to confirm that the person is fit
to travel.
d) Any staff handling or asked to handle a passenger presenting with flu like
symptoms should be asked to don a face mask before handling the
passenger. Measures taken by individual, such as respiratory/cough
etiquette, hand hygiene and where possible social distancing (keeping an
arms length away from an individual) are at present the most feasible
measures available to prevent contracting influenza.
e) BAV shall not carry persons with illness unless prior arrangements have
been made with us. The decision to deny boarding suspected passenger
must be made by at least two (2) staffs to counter resistance from the
passenger.
f) We will not liable for any consequential or incidental loss or damage due to
any such refusal to carry or removal en route and we shall be entitled to
recover from passenger all direct and indirect costs we incur as a result of
such refusal or removal including the costs of diverting our flight. However,
in the event passenger misses his/her flight, we may transfer onto next flight
without any extra charge.
Medical Expenses
a) Expenses for medical treatment or special attention of any kind whatsoever
including hospital charges must be borne by the passenger.
b) If the passenger is incapacitated or unconscious, arrangements for
admission to the hospital must be made by the medical authorities at the
respective stations. Staff should not admit or take any responsibility nor
has the authority to guarantee any hospital fees.
Infectious or contagious disease
a) Before check-in: Non acceptance
b) After check-in/ boarding: Where infectious or contagious disease is
suspected, refer the matter to the Airport Doctor.
Fit for travel
Accept passenger for travel as normal. Obtain a certificate from the doctor
certifying passenger is fit for travel and a copy placed in the station file.
a) Unfit for travel

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1) Offload the passenger
2) Complete the Passenger Service Incident Report.
3) Obtain a certificate from the doctor certifying passenger is unfit for travel.
4) Ramp staff will handle and offload the baggage/items from the aircraft
hold as per offloading instructions in the Ground Operations Manual.
b) Sick onboard
1) Captain will contact GO staff reporting of sick passenger on board.
2) GO staff will contact the local authorities:
i. The Airport Authority
ii. Immigration
iii. Customs
iv. Police
v. Health Controls or Paramedics
3) Ground staff must ensure that the relevant authorities are at the arrival
gate prior to the aircraft landing.
4) Complete the Irregularities Handling Report.
Inadmissible passenger (INAD), Deportee (DEPU, DEPA)
General definition
Inadmissible passenger (INAD)
a) Inadmissible passenger (INAD) means a passenger who is refused
admission to a country by authorities of such country, or who is refused
onward carriage by a carrier or government authority at a point of transfer,
e.g. due to lack of a visa, expired passport, etc.
b) Reason for INAD
1) No visa
2) Expired visa
3) Passport less than 6 months validity.
4) Dubious documents.
5) Forged documents
6) Insufficient fund.
7) Unspecified immigration reason.
c) The Responsibility of Carriers concerned:
Carrying inadmissible passenger may cause the following
consequences:
1) Passenger may not be allowed to enter a country or continue his travel’s
itinerary.
2) The inbound carrier has the responsibility to return inadmissible
passenger to his original point and bear apart or the whole transportation
and other expense concerned (if any).

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3) The inbound carrier may be fined by the local authority for its carrying
inadmissible passenger, depending local regulations.
Deportee (DEPU, DEPA)
a) Deportee is a passenger who has entered a country either legally or illegally
but now they have been formally ordered to leave by the government
authorities.
b) In general, the authority, where deported passenger, has the responsibility
to grant the ticket at applicable fare for the passenger unless it is contrary
to applicable law or governmental regulations.
c) Classifications of a deportee
1) DEPU: Deportee who does not required an accompanied escort during
carriage. A member of the relevant authorities must escort passenger
from check-in through to the boarding gate, although not required to
board the flight
2) DEPA: Deportee who is escorted at all times during his/her carriage by
an escort provided by the relevant authorities or authorized agencies.
Transportation responsibility
Refer to Section 3.8.5.1.1 of BAV’s Aviation Security Program (ASP)
a) BAV does not accept the carriage of passengers who are refused entry ,
deported not transported by BAV and on flights with guard.
b) BAV is responsible for transporting passengers back to the point of
departure carried by BAV, which is refused entry and expulsion by Vietnam
or foreign countries and bears all expenses related to passengers who are
denied entry, deportation.
Transport limits
a) Passengers transported by BAV who are refused entry and deported must
return to the departure point if voluntarily boarding the aircraft, they shall
transport like other normal passengers.
b) Passengers who were refused entry , deported involuntary boarding back
to the starting point, BAV must arrange security personnel of BAV escorted
on the flight, at least 01 employees escort 01 passenger and on a flight may
only carry no more than 05 passengers in this category. In case of
exceeding the number, the BAV Representative at the departure airport is
responsible for the assessment and decision. Evaluation results and
transport decisions must be documented and kept in the security
documents of the unit for at least 01 year from the date of departure.
Conditions of acceptance of carriage

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Procedures for receiving involuntary passengers on board aircraft
BAV representatives at the departure airport must take measures to transport
passengers refused to enter , deported to the previous departure point or to
their country of departure, including:
a) Arrange to transport passengers leaving the country that is denied entry
and deported on the earliest flight.
b) Cooperate with the border security police custody document identitication
documents of the passengers and make the procedure for other documents
issued by the local immigration authority if the passenger does not have a
valid ID.
c) Notify the immigration authority, local aviation authorities lists of denied
entry passenger, deportation and flights transporting these passengers
leaving the country refused entry or deported.
d) Notify the BAV Representative at the airport for coordination if any
abnormalities.
Procedures for receiving involuntary passengers on board aircraft
a) Before accepting the carriage of passengers who are denied entry,
deported but not voluntarily boarding the aircraft, the BAV Representative
at the departure airport is responsible for:
1) Collecting information about these passengers, assessing before
deciding to transport; submit to the General Director (via the Aviation
Security Department) according to the contents in Appendix XXIV
(9.24.1) of ASP.
2) Cooperate with the competent authorities of the host country to obtain
documents of the passengers' identity or other documents issued by the
competent authorities of the host country for the purpose of transporting
such passengers and abnormal handling (if any).
3) Cooperate with ground handling staff to arrange seats for escort
personnel and escorted passengers at the rear seats which away from
the emergency exit of the aircraft; escort personnel and escorted
passengers get on the aircraft first and get off the last aircraft as collated
to other passengers.
4) Cooperate with ground handling staff to inform the aircraft commander of
the location of the escorted passenger and the escort personnel prior to
boarding the flight with the support tools they bring on board (if have).
5) In case the refused entry, deported passenger is a transit or transit
passenger, cooperate with the ground handling staff to notify the flight
crew or the carrier of the next sector. Relevant documents must be
handed over and shown in the flight documents.
b) According to the General Director's decision, the Aviation Security Division
shall arrange security personnel and supporting tools to meet the task of

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escorting passengers who are refused entry, involuntarily deported to
return to the previous departure point or return to the country.
c) The commander of the aircraft shall notify the aviation security control force
at the airport, aerodrome or local authorities where the aircraft intends to
land on necessary assistance requirements.
d) During the flight, escort personnel and escorted passengers may not
provide alcoholic beverages, stimulants and metal knives and forks.
e) In the event of a passenger being escorted in a manner that threatens the
flight security, his or her cabins or feet may be bound during the flight, but
his or her cabins or feet can not be tied to any part of the aircraft.
f) Passport and documents relating to the passenger who is denied entry,
deported by the flight attendant and kept to the competent authority where
the reception.
Expenses
Inadmissible passenger (INAD)
a) Ticket & Reservation
1) When an inadmissible passenger holds a ticket covering the routing of
the outbound carriage, on which there are restrictions such as minimum
stay, fare validity, travel together, etc., such restrictions may be waived
and the ticket may be used for immediate outbound carriage. An
annotation “Restrictions waived due INAD” shall be made in the
“Restrictions/Endorsements”. No endorsement requirement shall apply.
2) When an inadmissible passenger does not hold a ticket covering
outbound carriage, station shall ticket the inadmissible passenger for the
outbound carriage to his last point of stopover.
i. If the passenger would not be admissible at the last point of
stopover, passenger shall be ticketed to his/her point of origin,
provided that where the authorities refusing permission have
specified a destination other than the inadmissible passenger’s
last point of stopover or point of origin, or where a different routing
is deemed more appropriate, station shall ticket the passenger
accordingly.
ii. The special purpose code “INAD” shall be entered after the
passenger’s name.
3) Any unused flight coupons of the passenger’s original ticket shall be
withdrawn and their value applied in full or partial payment of the new
ticket.
4) Station shall be responsible for the collection from the inadmissible
passenger of the amount of fare or a difference in fare for the ticket issued
for the outbound carriage.
5) Station shall endeavor to obtain confirmed reservations for the
inadmissible passenger’s outbound carriage.

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6) Where BAV is unable to issue the ticket for the return journey at station
handled by handling agent, the handling agent may issue the ticket and
BAV shall be responsible for the full transportation charges. The handling
agent ticketing office shall immediately inform BAV of the action taken.
b) Other expenses
1) Inadmissible passengers must pay himself all cost and charges for the
duration of waiting for rerouting flight.
2) In case INAD passenger can not afford such cost and be old people or
child, Station Manager consider to provide some necessary services
such as food and accommodation during the waiting time.
3) If BAV Supervisor at denied entering station is unable to collect a part or
the whole of the haulage owing to the law, governmental regulations or
the passenger is unable to pay for him, the BAV Supervisor at arrival
station will have the responsibility to collect the charges.
Deportee (DEPU, DEPA)
a) In general, the authority, where deported passenger, has the responsibility
to grant the ticket at applicable fare for the passenger unless it is contrary
to applicable law or governmental regulations.
b) Reservation/Ticketing shall enter the special purpose code “DEPA”
(accompanied deportee) or “DEPU” (unaccompanied deportee) after the
passenger’s name.
c) We should have the right of being informed of the reason(s) for deportation,
with due regard to BAV responsibility and obligation for the safety and
security of our passengers, and be entitled:
1) To request deporting country to provide the escort to accompany the
deportee. The escort has to buy ticket at applicable fare, or
2) The document of deportee with escort is kept by the escort. In the case
the deportee without escort, BAV Supervisor/ground staff is responsible
for keeping and handling over the deportee’s passport and all relating
document to Cabin Manager
3) Refuse to carriage deportee, criminals if there is a suspicion of unsafe
and insecurity to the flight.
4) The final decision of carriage is made by the flight captain.
5) Transferring a deportee from a country to a certain point is not the
obligation of a carrier.
d) BAV is not obliged to assume responsibility for a deportee to reach the
destination specified by the deporting authorities.
e) After departure of the outbound flight, Duty Manager or Station Manager
shall immediately notify the transit/destination station of:
1) The name of the deportee followed by ‘DEPA” or ‘DEPU” as applicable;

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2) The complete routing, airline(s) and flight number(s); whether escorted
or not:
3) Optionally, if known, the destination station shall inform the connecting
carrier.
Handling procedure
a) Deporting stations
1) Raise and complete Not to Land (NTL) form when a passenger is to be
deported. This form is to be completed in a set of five (05) copies. The
copies are to be distributed according to the distribution list printed on the
report form.
i. An NTL form is a document raised when a passenger is refused
entry or not permitted to land at an arrival station.
ii. An NTL form must be prepared in 05 copies and distributed as
follows:
Original For Station file
1st Copy Cabin Crew (In-Flight)
2nd Copy NTL Passenger’s disembarking station
3rd Copy Passenger Revenue Accountant
4th Copy Ticketing Office
2) A copy of passenger’s document must be given to the passenger even if
the passenger is holding a fraudulent document. All copies are to be
signed and stamped by the Duty Manager (DM) or Station Manager. A
covering memo must also be signed by DM or Station Manager, stating
that the original documents are in BAV custody. This is to enable the
passenger to produce some form of identification when/if questioned by
the airport authority.
3) Gather passenger’s particular from his/her travel documents, the local
authority, the last departure station and/or respective embassy, consulate
or representative.
4) Assign inadmissible passengers, deportees and their escort seats in the
rear of the cabin, but not directly adjacent to exits.
5) Ascertain passenger’s incoming flight details (Airlines, flight numbers,
stations involved). The last delivering carrier is responsible for
deportation arrangements.
6) Ensure to confirm the deportation itinerary and CIQ requirements at all
transit/transfer points.
7) The Commander (pilot) must be informed about presence of any
inadmissible passengers, deportees/NTL or persons in custody
8) Deportee should be boarded ahead of normal passengers but last to
disembark and Cabin Crew are to be informed accordingly. No alcoholic
serve to the deportee and escort on board.

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9) Other inadmissible passenger with a mental condition, which is offensive
to others, is not permitted on board without approval from doctors. At all
other time, it is the prerogatives of the Commander to refuse carry any
inadmissible passenger or to impose any additional restrictions as
considered necessary.
10) Deportee’s documents (passport, ticket, health paper and other relevant
documents) must be placed in document plastic bag and handed over to
Cabin Crew but not in the presence of the deportee passenger. Upon
arrival, Cabin Crew to identify the deportee passenger and hand over the
documents to GSP staff.
11) Upon being notified by immigration authorities of a INAD, check-in staff
must proceed to handle the check-in and present the boarding pass to
relevant authorities to confirm the removal of the INAD from the country.
12) INAD must be given first priority for acceptance.
13) The staff must confirm if INAD has any check-in baggage by checking
with the INAD. If there is check-in baggage, staff MUST immediately
inform Lost and Found section of the baggage tag number and advice
Lost And Found Section to locate and arrange to have the baggage sent
together with the INAD on the same flight. The INAD will be checked-in
to the returning flight and the baggage must be re-tagged. Either use a
Rush Tag that will have all the INAD details or use a Manual Tag and
manually insert the new tag number against the INAD in system.
14) If sending the baggage with the INAD on the same flight is not possible,
the baggage must be sent on the next available flight to the same
destination as the INAD. This baggage will now be considered as an
OHD and a OHD PIR must be raised.
15) All relevant documents, together with the INAD Form must be handed
over to the Cabin Manager. A copy of all documents must be filed in the
station file.
16) The Receiving station must be notified ASAP (before the flight lands).
17) If the INAD is due to BAV’s staff negligence, all support must be provided
to the INAD as this case the INAD is an innocent victim of our
carelessness.
18) Complete the BAV’s Special Information to Crew and submit to Cabin
Crew once boarding started.
19) Ground service provider sends PSM message to related stations and
destination within 15 minutes after flight departure.
b) Receiving station (Arrival Station)
1) Receiving station upon receiving information of INAD must ensure staff
is present at the aircraft door to receive the INAD.
2) On arrival, the INAD will be handed over to the ground staff by the cabin
crew. The passport and all relevant documents and forms will be handed
over to the staff and not to the passenger.

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3) Staff will escort the passenger to immigration and hand over all
paperwork at this point to the immigration officer.
4) If INAD has baggage and has arrived on the same flight as INAD,
baggage must be reconciled with INAD by LOST AND FOUND SECTION
immediately.
5) If INAD has baggage and the baggage has not arrived on the same flight
as the INAD, normal mishandling procedure should apply. A Courtesy
AHL PIR must be raised, this will match with the OHD PIR created by the
departing station. INAD must come to the airport to collect the bag,
unless, the INAD is due to our negligence, in which case the Station
Manager or an authorized staff can use their discretion and authorize
baggage to be delivered.
6) If the deportee continues to take another flight at the station, the BAV
Supervisor will handover the passenger together with his concerning
documents to the representative of the following participating carrier.
Acceptance of a INAD on a fully booked flight
a) INAD must be given first priority for acceptance, even if the flight is fully
booked.
b) The following should be considered:
1) If there is an Engineer occupying a seat, requests the Captain to seat the
Engineer in the jump seat in the cockpit and use the seat for the INAD.
2) Offload POS Crew (Cabin & Technical, as per Captains decision).
3) Offload staff on FOC Coupon.
4) Offload staff on Duty Travel.
c) Request for a fare paying passenger to volunteer to offload (ensure the
passenger’s baggage is offloaded. Ramp staff will handle and offload the
baggage/item from the aircraft hold as per offloading instructions in the
current procedure)
Handling Reports
a) Arrival
1) Send an NTL notification to the port of uplift after message received from
Immigration or the local authority of a deportee (mention reasons for
denied entry, if possible).
2) Email to be dispatched to all stations/carriers involved in the inbound
carriage of the deportee and alerts them of the pre-departure deportation
arrangements:
i. The delivering carrier at destination station. All participating
carriers at points of transfer. All BAV’s online transfer.
ii. The notification details must include:
- Flight number.
- Name and address of deportee at destination (if available).

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- Form and serial no. of original ticket, routing and where
applicable, points of transfer and carriers.
- Date of original departure from point of origin. Amount to be
collected (for destination station).
- Form and serial no. of the new ticket, carriers, flight no. and
dates.
- The deportee’s response to request for settlement of
outstanding charges. The outbound flight no. and arrival
date/time at transfer point.
- Any special requirements such as guard service,
accommodation enroute and etc.
b) Control of Deportee
1) While in the deporting country, the authorities at the airport will be
responsible for the detention of the deportee until handed over to us
pending departure.
2) Once a deportee has boarded the aircraft, it is the Captain’s responsibility
until the deportee is handed over to a ground staff on arrival.
c) Action at Disembarking Station
1) Where BAV is the final delivering carrier, every effort must be made to
collect any unpaid fare and other outstanding charges from the deportee
or the Carrier concerned responsible for the deportee.
2) Station Manager must provide following information of the deportee to
Passenger Revenue Accounting Manager:
i. Full name of inadmissible passenger
ii. Passport number, date issue and expiry and country of issue
iii. Date of birth, male or female
iv. Reason for inadmissibility
v. Profile and personal characteristics
vi. Face value of deportee ticket
vii. Immigration fine
viii. Incidental cost i.e. lodging, food, guard, escort, etc.
3) If the fare or charges cannot be collected at the time of deportee’s
departure or arrival, continuous effort must be made to recover this cost
before write off.
4) If further effort is considered futile by the Station Manager, full reasons
must be given to Passenger Revenue Section.
5) Notification of Deportee/NTL to BAV Security Department
Passengers who are suspects, prisoners, extradited, arrested under a
wanted notice

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Transportation responsibility
a) BAV has the right to refuse to transport passengers being suspects,
prisoners, extradited persons, arrested under a wanted notice if it is
deemed not to ensure the security and safety for aircraft and passengers.
b) BAV does not accept the carriage of passengers who are suspects,
prisoners, deported, extradited, arrested under a wanted notice on flights
with guard.
Transport limits
a) Transporting passengers who are suspects, prisoners, deported, extradited
or arrested under a BAV's wanted flight must be accompanied by a
competent state agency, at least 01 person escort 01 passengers and on a
flight can only transport no more than 05 passengers of this category.
b) For BAV flights from abroad to Vietnam, in case the laws of the host country
have different provisions on shipping limits, BAV reports to the CAAV to
evaluate and decide the transport limit.
Conditions of acceptance of carriage
a) The escorting agency must provide information about the suspect, offender,
person extradited, arrested under a wanted notice to the BAV
Representative at the intended departure airport or Aviation Security
Department before accepting transport .
b) Before accepting transportation, representative at the airport are
responsible for collecting information from agencies perform escort and
inspection ensure that the escort personnel and escorted passengers with
all documents relating to the escort and personal documents of the escort;
assess the flight security threat level and/ or security measures to be taken
before deciding to accept transportation; report to General Director (via
Aviation Security Department) according to the form specific in Appendix
XXI V (9.24.2) of ASP, including the following details:
1) Name, age and gender of the escorted passenger;
2) Passport number, visa (if any), place of issue, date of issue, and
nationality;
3) Full address, destination;
4) Date, time, flight intended to be transported;
5) Reason for the crime (if possible);
6) Wanted notice (from other authorities);
7) Other items related to the escort to assess the threat to flight security,
including:
i. does the passenger intend to flee;

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ii. whether the passenger has a criminal record or a criminal record;
iii. whether the passenger shows self-injury;
iv. is there a relative traveling on the same flight;
v. the health of the passenger and medical assistance if needed;
vi. Information of the escort, if requested.
c) Competent state agencies must arrange escorts.
d) If the escorted passenger is a transit or transfer passenger, the
representative of BAV at the airport is responsible for informing the flight
crew or next carrier. Relevant documents must be handed over and shown
in the flight documents.
e) Escorted persons and escort personnel may be arranged for aviation
security check in a separate area. The escorted persons and their baggage
and supplies must be visually checked.
f) Aviation security control personnel at domestic airports or border-gate
police at foreign airports in coordination with escorts to manage, closely
supervise and/or escort the escorted onto board the aircraft.
g) The head of the aviation security organization of BAV or the representative
of BAV at the airport has the right to refuse the transportation of suspects,
defendants, prisoners, extradited persons, persons arrested under a
wanted notice on board BAV flights if deemed not to ensure the security
and safety for aircraft and passengers.
h) The border gate police and relevant authorities at departure, arrival, transit
and transfer airports must be informed of passengers as suspects,
defendants, prisoners, escorted passenger, passenger arrested under
wanted pursuant to the regulation of the host country.
Procedures for receiving and transporting
a) When performing check-in, the escorts must present the escort orders or
decisions of competent state agencies.
b) The airport representative synthesizes information related to the escort
person to report to the General Director (via Aviation Security Department)
before receiving transportation in accordance with Appendix XXIV (9.24.2).
c) The representative of BAV at the airport must notify the aircraft captain of
the location of the seat and information related to the passenger being the
suspect, the defendant, the offender, the person extradited, the person
arrested under the decision Wanted and wanted escort along with
supporting tools they bring (if any) before putting these passengers on
board.
d) The commander of the aircraft has the right to refuse to carry passengers
who are suspects, defendants, prisoners, extradited passengers,
passengers arrested under a wanted notice when assessing not ensuring
flight security and be the final decision maker.

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e) Escort personnel and escorted passengers must board the aircraft first and
disembark the last aircraft as collated to other passengers. The seat of the
escort is designated in the last row of the aircraft, away from the emergency
exit. Do not arrange escorted passengers sitting close to each other on the
flight.
f) The escorted passenger must be supervised by the escort personnel during
the flight even when going to the toilet. The escort personnel must notify
the Cabin Manager of the status and attitude of the escorted passenger,
the flight attendant must promptly notify all evolutions related to the
escorted passenger to the aircraft commander for taking appropriate
measures.
g) Passport and documents related to the escorted passengers held by the
escort personnel and handed over to the competent agency at the receiving
place.
h) The escorted passenger may be invited for catering service with the escort
personnel's consent. Escorted passenger and escort personnel may not
provide alcoholic beverages, stimulants and metal utensils during the flight.
i) The escort personnel may have their arm or leg locked during the flight, but
not on any part of the aircraft.
j) The aircraft commander shall inform the aviation security control force
where the aircraft intends to land on assistance requests if necessary.
Reservation Procedures
a) Reservation must be effected at least three days prior to departure.
b) The special advice is to be despatched not later than 48 hours before
scheduled departure. Any cancellation or changes must be re-advised.
Acceptance and Handling Procedures
In the acceptance of passenger under government custody escorted by any
government official, the relevant authority must be briefed to report at the
check-in counter in advance of the stipulated reporting time for check-in
process and other formalities including security.
a) They must report for an early check-in.
b) Thorough baggage and body check has to be carried out by airport
authority and BAV security (if any) upon check-in.
c) Passenger must check-in together with the escort and handcuffed.
d) The Pilot-in-Command (PIC) and senior operating crew must be informed
about presence of any passengers under government custody. Full details
shall be advised by BAV Security Department in writing to the Airport of
Embarkation and Pilot-in-Command (PIC).
e) They are to be boarded through a separate channel and ahead of other
passengers. Consider boarding passengers through one aircraft door only,
to facilitate surveillance.

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f) Identify passengers by cross check with passport or other acceptable ID
document, at the boarding gate; transit and interline passengers to be
included. Mark passenger’s name on boarding pass to enable cross check
to be made.
g) They are required to be embarked first and disembarked last.
h) They are to be seated towards the rear of aircraft cabin next to a window
and near the toilet.
i) The escort shall be seated next to the passenger in custody at all times.
j) In an emergency, the escort will attend to the passenger under his
custodian.
k) Complete the BAV’s Special Information To Crew and submit to Cabin
l) Ground handling agent sends PSM message to related stations and
m) During meal, no hard and sharp object to be placed in the meal tray.
n) The escort shall be at all times accompany and keep the passenger under
surveillance between check-in point and boarding gate.
o) In the acceptance of passenger under government custody escorted by any
government official, the relevant authority must be briefed to report at the
check-in counter in advance of the stipulated reporting time for the check-
in process and other formalities including security.
p) If passenger head count is at variance with boarding passes issued, or with
passenger coupons lifted, resolve before aircraft departure.
q) Where passengers are disembarked at transit stops, through passengers
should also be disembarked to facilitate search of aircraft after cleaning.
r) Passenger handling staff must meet arriving or transfer passenger at the
aircraft door and to receive their documents from Cabin Crew.
s) For arrival, escort deportee to meet local authority and handover his/her
travel documents.
Unruly Passengers
Definition
Abusive, unruly behaviour may include, but is not limited to the following:
a) Verbal or physically abusive or threatening actions or words directed to an
employee or passenger.
b) Behaviour that threatens the safe operation of an aircraft or compromises
the safety of BAV employees or passengers.
c) Actions that cause discomfort to another passenger or passengers or
inappropriate behaviour, which continues after a warning to cease have
been issued by a crew or employee.
d) Those who refuse to follow the company regulations (non-smoking, use of
electronic equipment etc.).
e) Those related to the use of excessive alcohol or the use of both prescription
and non- prescription drugs

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General condition of carriage

a) Under Bamboo Airways’s Term and Conditions, BAV may refuse carriage
or onward carriage of any passenger for reason of safety, or if, in the
exercise of its reasonable discretion, the detemines the conduct of physical
state of the passenger is such as to:
1) Unruly and/or those who appear by manner or physical indications, to be
under the influence of alcohol or drugs (intoxicated and/or abusive
passenger). This includes prevention of any violation of applicable law,
regulations or order of any state or country to be flown, into or over.
2) Cause discomfort or make himself/herself objectionable to other persons
property, or
3) Involve any hazard or risk to him/her or to other persons or to property.
b) Disruptive passengers should not be accepted on board at the discretion of
the Commander.
Handling unruly passenger procedure
Refer to Section 3.8.5.3.3 of BAV’s Aviation Security Program (ASP). Note:
If a passenger is offloaded, the passenger’s baggage must be offloaded and
amendment made to the check-in records and relevant on-board documents.
Handling procedure at the airport
a) In case passengers are still at the station and have not boarded the aircraft
1) BAV representative at the airport informs and cooperates with aviation
security control staff to prevent passengers from boarding the aircraft;
2) Aviation security control personnel temporarily detain people, personal
documents, make records of violations and hand over them to the
relevant airport authority for settlement;
3) Representatives of BAV at airport refuse to serve, in coordination with
ground service units perform offloading the passenger from the aircraft,
cooperate with aviation security forces/ police force not to boarding the
passenger onboard the aircraft;
4) Representatives of BAV at airport cooperate with airport authorities and
airport security in the process of hadling the incident, to provide
information of passengers when required;
5) BAV representative at the airport reports the incident and handling results
to the General Director and the Aviation Security Department as
prescribed.
b) In case passengers have boarded aircraft and aircraft are on the ground
1) In case a passenger has boarded an aircraft and the aircraft is on the
ground, the aircraft commander shall:
i. Apply appropriate handling measures according to its
competence;

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ii. Decide on flight suspension if deeming it necessary for the safety
and security reasons for the flight;
iii. Decide to refuse to transport passengers who cause disturbance
due to safety and security for the flight;
iv. Notify BAV representative at the airport.
2) BAV representative at the airport immediately notify the incident to the
aviation security control force, the relevant airport authority (for domestic
airports) or the foreign airport authorities where the incidents occur to
handle;
3) In case of necessity, the BAV representative at the airport requests the
aviation security control force or the airport police to board the aircraft to
coordinate the application of restraining measures and escort the
offending passengers from the aircraft, custody of personal documents,
personal belongings of passengers; to cooperate handing over violating
passengers with relevant documents and records to the Airport Authority
at the airport or the foreign airport authorities for handling according to
their competence;
4) BAV representative at the airport refused to serve and cooperate with
security forces control of airlines, ground handling provider to prevent,
not allow the passenger to boarding onboard the aircraft;
5) BAV representative at the airport shall cooperate and assist the Airport
Authority , aviation security control force or foreign airport authorities in
the process of handling the case and provide passengers’ information at
request;
6) BAV representatives at the airport and the flight attendant report the
incident and handling results to the General Director and the Aviation
Security Department as prescribed.
Handling procedures during flight
a) The Cabin Manager must immediately report to the aircraft commander and
cooperate in taking measures as instructed by the aircraft captain when
dealing with disruptive passengers and passengers who are unable to
control acts during flight.
b) The cabin crew shall arrange flight attendants to supervise the passengers
to be able to curb the disruptive behavior of the passenger and does not
serve alcoholic catering, and metal cutlery.
c) At permission of aircraft commander, the flight crew members may take
appropriate measures such as requesting the assistance of other
passengers such as the army and the police on the flight to support
handling disruptive passengers, use security handcuffs on the aircraft to
handle the passengers in the case of directly threatening the safety of
passengers, crew and aircraft.
d) The commander of the aircraft shall notify the airport authorities where the
aircraft is intended to land (via air traffic control station ) and request support

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forces such as aviation security control and security force or an ambulance
(if needed).
e) In any case, the crew is strictly forbidden to open the cockpit door to go the
passenger cabin to handle disruptive passengers and passengers who
unable to control their acts.
f) The aircraft commander shall submit incident report to the General Director
and the Aviation Security Department after completing the mission
Handling process after landing
a) As soon as the aircraft lands, the aircraft commander must make a written
record of aviation administrative violations in accordance with the
provisions of Appendix XIII (9.13) of ASP to hand over to the aviation
authority at the place of landing.
b) If the aircraft commander transfers the case to the Airport Authority to make
the administrative violation record, the provisions of Point 6.4.2 Chapter 6
of this Program shall apply.
c) Representative of BAV at the airport shall cooperate with the flight crew,
aviation security control staff at the airport (if Vietnam Airports) escorted the
passengers to embark the aircraft, in collaboration with aircraft commander
to hand over the incident to the relevant airport authorities or competent
authorities at the airport to handle in accordance with the laws of the host
country (if foreign airports).
d) The aircraft commander must report the incident to the Director General
and the Aviation Security Department as soon as the flight is completed.
e) BAV representative at the airport reports the handling results to the General
Director (via Aviation Security Department) immediately after the result of
handling the case.
Intoxicated Passenger
Introduction
There have been cases where passenger(s) appear to be intoxicated on
board. Intoxication is defined as being under the influence of alcohol / drugs
to the point of impairment of physical and mental faculties, resulting in
passenger(s) becoming disruptive and unruly. Intoxicated passenger(s) may
be unable to adequately comprehend instructions during an emergency
situation and will pose a risk to their safety, safety of others and the safety of
the flight.
BAV Policy
a) BAV does not accept passengers who have lost control of their behavior
due to the use of excessive alcohol or the use of both prescription and non-
prescription drugs.
b) BAV shall refuse carriage or remove passenger(s) from flight who are under
the influence or/and appear to be intoxicated by alcohol / drugs.

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c) Alcoholic beverages shall not be served to passenger(s) under the age of
18.
d) Cabin Crew reserves the right to decline serving alcoholic beverages to any
passenger who appears to be intoxicated.
e) Consumption of personal alcoholic beverages shall be prohibited on board.
f) No alcoholic beverages shall be served to person(s) in custody and their
escort(s).
g) No alcoholic beverages shall be served in the Flight Deck.
Sign of Intoxication
Passenger(s) with any sign of intoxication should be monitored by the Cabin
Crew. Any passenger(s) displaying the following signs shall be deemed to be
intoxicated.
a) Strong smell of alcohol and/or;
b) Slurred speech and talking loudly and/or;
c) Uncoordinated and unstable body movements and/or;
d) Aggressive or unruly behaviour. Posing a nuisance to other passengers
comfort and/or;
e) Challenging the Cabin Crew in the course of their duties.
Handling intoxicated passengers during check-in or boarding
During check-in or in the holding lounge or at the boarding gate the following
procedures must be followed:
a) Staff shall report any observations of unusual passenger behaviour at
check-in, in the holding lounges or at the boarding gate to their superior.
b) Where possible the passenger’s baggage will be checked in on a standby
basis only. If the condition of the passenger only becomes apparent after
check-in, his/her identity should be established and efforts should be made
to locate his/her baggage and place it on standby until a decision is made
on whether or not he/she will be allowed to travel.
c) Similar procedures should be followed in respect of any transfer passenger.
d) Senior GSP staff is to approach the passenger and assess the situation
and if in his/her opinion the passenger is unfit for travel, informs the Duty
Manager or Station Manager. The Duty Manager or Station Manager is
empowered to exclude any passenger from the flight in accordance with the
BAV’s Terms and Conditions.
e) Should a passenger be excluded from the flight, the following procedures
must be followed:
1) BAV Security Department or local authority (at line stations) should be
informed to assist if the situation escalates and finally security of the local
police are called if a staff member or passenger feels frightened or is
threatened by the intoxicated passengers.

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2) If a passenger is offloaded, the passenger’s baggage must be offloaded
and amendment made to the check-in records and relevant on-board
documents.
3) If necessary, assist the passenger to clear airport formalities.
4) If necessary, assist in obtaining hotel accommodation or transportation
for the passenger but ensure any expenses are put on the passenger’s
own account.
5) Send a potential complaint report to Ground Operations Division, BOD of
Service and Ground Operations for follow up action and record the
incident with specific details of the passenger’s state, i.e. intoxicated,
general abuse, etc.
6) GSP staff must prevent the boarding of any passengers or group of
passengers whose behaviour displays the above characteristics. If the
Duty Manager or Station Manager accepts the passenger for travel, the
following procedures must be followed:
i. Confer with the Aircraft Commander and Cabin Manager to decide
on a final decision on the appropriate course of action.
ii. Check if BAV Security Department if the passenger need to be
escorted.
iii. The case should be recorded and at least placed on the flight’s
station file with specific details of the passenger’s state for further
reference.
f) In case passenger is accepted for travel
1) Inform Pilot-in-Command and the senior cabin crew member.
2) Document the case in the airport (SAFETY REPORT) with details of the
passenger’s condition.
3) Report the incident to the Safety Department, Customer Service
Department and the onward airport.
After Boarding
If the passenger is to be offloaded after boarding, the following procedures
must be followed:
a) Commander of flight or Cabin Manager will inform the GSP staff, Station
Manager, BAV Supervisor or Duty Manager.
b) Depending on the seriousness of the incident, Duty Manager or Station
Manager is to notify the local authority or BAV Security Department (if any)
to stand-by at the gate, to assist in the offloading of the passenger.
1) Security personnel will identify themselves to the Cabin Manager (CM).
CM will then inform the security personnel the name and seat number of
the passenger, and description of incident.
2) The security personnel will board the aircraft and remove the passenger
from his/her seat, who will then be escorted to the exit.

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Arrival
If during flight an intoxicated passenger is identified and action is necessary
at the airport of arrival, the following procedures must be followed:
a) Commander of flight will inform Operations Control Center (OCC) of
incident. Crew will prepare disruptive passenger for disembarkation at
arrival gate.
b) OCC will notify Duty Manager or Station Manager, who will in turn notify
BAV Security Department personnel (if any) or local authority (at line
stations). Duty Manager or Station Manager or BAV Supervisor and
security personnel at the concerned station of arrival to meet the aircraft
and discuss the course of action to be undertaken on arrival. If necessary
the local police will be called by the security staff and charge the
passenger(s) with an offence.
1) Security personnel will identify themselves to the Cabin Manager (CM).
CM will then inform the security personnel the name and seat number of
the passenger, and description of incident.
2) The security personnel will board the aircraft and remove the passenger
from his/her seat, who will then be escorted to the exit.
c) Staff to retrieve and return passenger’s checked baggage, especially if the
local authority is detaining the passenger. Where necessary inform the
Embassy or Consular office of the respective passenger’s nationality.
d) If necessary, assist in obtaining hotel accommodation or transportation for
the passenger and ensure that any expenses are on the passenger’s own
account.
e) Send a potential complaint report to Ground Operations Division, BOD of
Service and Ground Operations for follow up action and record the incident
with specific details of the passenger’s state, i.e. intoxicated, general
abuse, etc.
Passenger Unable to Use Seat Belt
General definition
a) Passengers who are unable to use seat belt normally are disabled or
medical passenger.
b) Condition of acceptance: A passenger who is unable to use seat-belt can
only be accepted if he/she is accompanied by an escort.
c) The escort will be responsible for this passenger needs on enplaning and
deplaning during the flight, and during emergency evacuation.
d) Conditions of the escort:
1) Able-bodied (have suitable healthy conditions), from 18 years old of age
or older (at the time of departure), and be able to understand the
instructions from cabin crew for supporting when required.

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2) Not requiring any special service.
3) Traveling on the same flight number, same date, same sector and same
class of service.
4) The special passenger and their escorts shall sit next together on the
same seat row.
Handling at departure/ arrival station
a) Check-in agent observes passenger’s condition if fit for traveling by air and
notifies to Supervisor and BAV Supervisor.
b) Cabin Crew offers seat-belt assistance service to those passenger.
c) Complete the BAV’s Special Information To Crew and submit to Cabin
d) Ground service provider sends PSM message to related stations and
Check-in agent
a) Observes passenger’s condition if fit for traveling by air and raises BAV’s
Declaration of Indemnity with passenger’s acknowledge and witness by the
escort.
b) Check-in agent confirms with passenger if they need wheelchair service.
WCHR or WCHS may apply to this passenger.
c) Ground handling staff assists passenger to ascend/descent steps to/from
the aircraft. The escort shall coordinate with ground handling staff to assist
passenger in mobility.
Boarding agent
a) Updating list of using wheelchair passenger checked-in.
b) Arrange boarding priority to wheelchair passenger.
c) If hi-lift is used to board the wheelchair passenger, boarding agent shall
connect with hi-lift team to arrange equipment for passenger.
d) Complete Special Information to Crew with passenger details and submit
to Cabin Manager prior to boarding commenced.
e) Handling message: Following up special handling message (PSM) shall be
sent to related or arrival stations by ground handling service provider
Arrival agent
a) Check arrival handling message to arrange arrival meet and assist
manpower and equipment for wheelchair passenger convenience.
b) Be ready at arrival point to meet Cabin Manager and crosscheck total
wheelchair passenger on arrival and their status for further help upon
arrival.
c) Assist passenger through CIQ and Bag claim, if any checked-bag included.
d) Farewell passenger to arrival exit.

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Death of Passenger
Definition
Passenger is considered death onboard when the following symptoms and
diagnosis are found:
a) Passenger is considered breath stop.
b) Pupils dilate.
c) Pulse stops.
Handling
a) In-flight
1) Cabin Crew immediately decides to take appropriate action to assist the
Passenger as well as to encourage others who have medical knowledge
and experience to give helps onboard.
2) Cabin Crew has to consecutively update the information about the
Passenger's health condition to the Captain of the flight. Based on the
actual situation, the captain has the right to decide whether to return
original airport or to land at alternative/destination airport.
3) Information about the Passenger's health condition should not be
released to other Passengers onboard except the Passenger's
accompanies.
4) If passenger is considered death onboard, cabin crew immediately inform
the captain of the flight and then the captain will inform (through Air traffic
control center) station manager and ground handling company
concerned for necessary assistance on arrival of the aircraft. The
information includes:
i. Flight number, sector, aircraft register.
ii. The full name of the Passenger.
iii. Nationality.
iv. Date of Birth.
v. Resident address.
vi. Departure/Arrival Station.
vii. Passenger’s companion (if any).
5) With the assistance of cabin crew, the captain makes the report about
the Passenger on "Passenger's health irregularity report". Symptoms and
diagnosis before and after the Passenger's death must be remarked. The
signatures of two Passengers on the flight as the witness of the situation
must be made. (MEDIF report form is contained in cabin crew's document
envelope). This report is sent together with other documents of the
Passenger (Declaration of Indemnity,...). The report (contains 5 copies)
includes:
i. The first copy is sent to Local Police Station.

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ii. The rest copies are sent to: Local Medical Office, Station manager
at arrival airport, Cabin Crew and Flight Operation Department.
6) Cabin Crew must keep Passenger's items related to the death (if any),
such as: meal, drink.
7) Cabin Crew may change seats for other closed Passengers (if seat
available) instead of moving the dead Passenger.
8) Cabin Crew has the responsibility to keep and itemized Passenger's
valuables with the witness and signature of accompany Passenger or
Passenger of the flight if Passenger travels alone. Information must be
included: The witness' name, address, passport number and his itinerary.
b) At arrival airport/ involuntary arrival airport
1) Upon receiving the information from the captain of the flight, station
manager informs sections concerned about the Passenger’s death, such
as:
i. Local police office.
ii. Airport authority.
iii. Medical office at airport.
iv. Appropriate Embassy, Consulate or High Commission, if the
Passenger is a foreigner.
v. Dead Passenger’s family.
2) Station Manager and duty cabin crew create favorable conditions for Air
Medical Office as well as Local Police Station to complete necessary
procedures conforming to customs of the region or the country where the
incident occurs. Air Medical Office at airport is the organ has the right to
draw the conclusion on the Passenger's death.
3) Station Manager informs Ground Handling Company or sections
concerned at arrival airport to clean or disinfect the dead Passenger's
seat area.
4) If relatives of dead Passenger are not present at the airport, Station
Manager completes necessary procedures (instead of dead Passenger’s
family), such as: Receive death certificate, send mourning wreath to dead
Passenger's family if customs allowed.
5) Station Manager at arrival airport has the responsibility to inform OCC,
Station Managers concerned to cooperate and solve the situation based
on actual situation, sending abnormal reports to the Headquarter
(Company Admistration, Services and Ground Operations, Legal
Department) no later than 24 hours after the incident. The content of
report: Flight number/sector/date; Information about the Passenger: Full
name, sex and date of birth, nationality, passport number, seat number,
address, contact number of passenger or relatives; other information; a
summary of the abnormal case. The Captain of the flight may directly

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inform Ground Handling Company if arrival airport does not have Station
Manager.
6) Cabin Crew hand over all dead Passenger's valuables and his baggage
to Local Police Office together with itemized list and record of evidence.
7) The Captain of the flight will have the responsibility to complete the above
procedures if arrival airport does not have Station Manager.
c) When the death occurs during ground handling
1) Duty ground staff immediately informs BAV Station Manager and airport
authority to give first aid when finding any irregular evidence of
Passenger’s health condition during ground handling (in the places, such
as: airport terminal, ramp service area, car, car step, bridge). Ground
handling section has the responsibility to assist and provide necessary
facility and personnel (staff and means) to transfer the Passenger to
hospital.
2) BAV Station Manager has the responsibility to inform the following
sections and departments:
i. Airport Authority.
ii. Local police office.
iii. Medical office at the airport.
iv. Approriate Embassy, Consulate or High Commission, if the
Passenger is a foreigner.
v. Dead Passenger’s family.
vi. Customs office (if the passenger’s baggage is required to
complete customs procedure)
vii. Immigration office (in case of passenger taking international
flight).
3) Station manager has the responsibility to make “Passenger’s health
irregular report” (sample at the end of this section). The report (2 copies)
must be made and signed by the representative of airport authority and
two witnesses:
i. The first copy is kept by airport authority.
ii. The second copy is kept by station manager.
4) Station manager has the responsibility to cooperate with police and
customs office (if any) to make the list of the Passenger's valuables and
baggage with the signature of the station manager, police and customs
officer (if any).
5) Station manager at airport seals all the Passenger’s valuables and
baggage (including his checked baggage, if any) and transfers them to
police or customs officer, if any (report must be made, in such case).
6) Station manager at airport keeps the Passenger's items related to his
death (if any), such as: meal, drink... (In order to transfer the items to
sections concerned to inspect them in case of necessity).

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7) Station manager and crewmembers has the responsibility to create
favorable conditions for sections concerned (air medical office, local
police station and other authorities) to complete necessary procedures
conforming to the customs of the region (where the incident occurs) to
draw the conclusion on the death.
8) If the Passenger’s relatives are not present at the airport, station manager
has the responsibility to help them to complete necessary procedures,
such as: receive death certificate (on behalf of the Passenger’s relatives),
send mourning wreath to the Passenger's family if customs allowed.
9) Station Manager has the responsibility to inform (by email) down line
stations concerned about the case to cooperate to handle the situation,
sending abnormal reports to the Headquarter (Company Admistration,
Services and Ground Operations, Legal Department) no later than 24
hours after the incident. The content of report: Flight number/sector/date;
Information about the Passenger: Full name, sex and date of birth,
nationality, passport number, seat number, address, contact number of
passenger or relatives; other information; a summary of the abnormal
case.
10) Station manager asked the relative of passengers to sign a waiver of
liability (in case of out of BAV’s responsibility). The waiver shall include:
Passengers information, flight number, the time the passenger died,
conclusion from health authorities, the content of waiver of liability for
carrier from the passenger's relative.
Insurance regulation
Liability insurance
a) When the passenger dies on the ground: The case is not under insurance
liability.
b) In case passengers died on the flight:
1) The case that is under insurance liability: In the case of passenger death
due to BAV’s fault such as: fault of BAV’s staff, technical equipment on
the airplane and on the ground, due to the impact of natural conditions in
the flight or by the service, the product provided by BAV to passenger.
The costs incurred will be considered buy insurer to cover compensation
for all eligible, reasonable and legal costs in the settlement process for
passengers, including emergency expenses, medical treatment costs in
hospital, costs for emergency landing of aircraft (additional fuel, ground
handling) and other expenses (if any).
2) The case that is not under liability insurance: In the cases of passenger's
death due to the passenger's health, existing potential disease, or other
reasons caused by passenger. Incurred costs will not be insured and will
be calculated to the cost of BAV. However, expenses for an emergency
landing of aircraft (additional fuel, ground handling) will be covered by
insurance.

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3) The determination of the cause of the death will be made at the time
medical section of the landing airport identifies the cause of passenger's
death if all information is clear. If information is unclear, the causes of
passenger's death will be determined as soon as the forensic report.
Insurance documentary
a) Time for sending record: Station Manager shall have responsibility to collect
documentary and send to the Legal Department (Insurance Division) no
later than 30 days after the incident.
b) Content of records of insurance (in case of insurance liability), including:
1) An application for compensation by relatives of passengers who are
authorized or legitimate heirs of passenger's death.
2) Minutes of the problems with BAV for the passengers (to be insured).
3) Passenger tickets (copy).
4) Passenger manifest
5) The costs related documents to prove the loss of passengers.
6) Notice of death of passengers, and other medical documents of the
medical section.
7) Letter of authorization of the passenger or his legal successor for a lawyer
and/or his representative.
8) Information concerning flight: Aircraft register number, aircraft type, flight
number, flight routes, and time of departure.
9) Passenger information: Name, age (year of birth), gender, nationality, ID
card or passport number, address / telephone number of passengers or
his relatives, representatives or authorized persons or heirs at law of the
passengers.
10) The documents for additional fuel, ground handling costs (due to forced
landing (the responsibility of insurance or liability insurance).
Passenger has problem with health
Definitions
a) The irregular phenomenon on passengers’ health: is accident happening to
passengers which effect to passengers’ health, for example: stumble, strike
against… or the irregular phenomenon changes suddenly to passengers’
health such as body pain, faint, convulsion, bloody, etc. as flowing is called
injured passengers.
b) Light injured passengers: is the case can be treated on the scene or at
airport medical department.
c) Serious injured passengers: This case cannot be treated on the spot or at
the airport medical department and needs to bring into hospital for
emergency and treatment.

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Applying scope and scope of application:
a) Objectives of application: apply for all passengers on the flights of Bamboo
Airways but not apply for injured passengers causing by breakdown,
airplane accident.
b) Scope of application
1) Injured passengers on the ground: is limited since passengers finish
procedure at departure airport till the time before onboard; from the time
passengers leave the cabin compartment till the time passengers
complete the procedure of receiving luggage and leave station at the
arriving airport; passengers are injured while using inland transportation
arranging by BAV when changing the route obligatorily.
2) Injured passengers on the flights: is limited since passengers onboard
the airplane till the time before passengers leave the cabin compartment.
Handling procedure
Passengers are injured on the ground
a) Passengers are light injured cases
1) Right after finding passengers are injured on the ground, GSP staffs
immediately inform emergency department (airport medical department),
BAV Supervisor at airport and airport’s authorities to give first aid to
passengers.
2) When received information of passengers are injured, BAV Supervisor at
the airport must present on the spot, at the same time inform and request
the cooperation of these following departments:
i. Airport medical department
ii. Airport authorities
iii. Custom office (if necessary)
iv. Immigration police (if necessary)
3) BAV Supervisor implement establishing the form of “Passenger’s health
irregularity report”. The report must have the confirmation of airport
authorities, at least one person is a witness and it shall be made into two
copies: one copy for the representative of airport authorities and the other
is kept by BAV Supervisor in case of passengers’ health can be worse
afterward.
b) Passengers are serious injured cases
1) Right after finding passengers get serious injure on the ground, GSP
staffs immediately inform to emergency department (airport medical
department), BAV Supervisor at airport and airport authorities to give first
aid to passengers.
2) When received information of passengers get serious injure, BAV
Supervisor at the airport must present at the airport, appoint human and
facilities to assist passengers to hospital for emergency aid. BAV

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Supervisor can request ground service to give support of human and
facilities in necessary case.
3) Besides airport’s Medical department and airport Authorities, BAV
Supervisor at the airport need report and request cooperation to solve of
these following departments:
i. Custom office (if necessary)
ii. Immigration police (if necessary)
iii. Family or office of passenger.
iv. Company Admistration (if necessary)
v. Legal Department (Insurance Office)
4) BAV Supervisor at the airport must establish “Passenger’s health
irregularity report”. The report must have confirmation of Representative
of airport authorities, at least one person is a witness and it is made into
four (04) copies. One (01) copy is kept by the Representative of airport
authorities, one (01) for BAV Supervisor, one (01) for medical department
or at hospital where passengers are given first aid and one (01) is kept in
insurance records submitting to Legal department (Insurance
department).
5) In case the passenger losses the identification ability, BAV Supervisor at
the airport cooperate with police, custom (if necessary) establish record
to inventory passengers’ baggage and property and have confirmation of
other passenger (record name, nationality, address, passport, journey of
this passenger).
6) BAV Supervisor at the airport seals off the whole baggage (including
check-baggage (if any), then hand over to representative of airport
authorities (having the hand over record) or keep at BAV Airport office.
7) BAV Supervisor help passenger’s family to complete necessary
procedure to present at the hospital to take care passenger.
8) In case passengers are accepted for carriage, BAV Supervisor at the
airport must inform BAV Supervisor at the onward airports in the
passengers’ itinerary to cooperate and solve the situation. The message
should state the following information: Flight number/sector/date;
Passenger’s details: name, gender, date of birth, nationality, passport
number/identify number, address; Additional information: other
concerned information.
9) In case passengers are accepted for carriage but they must be
accompanied by medical staffs to ensure safety for passengers and flight,
Station Mangager at the airport must report and ask BOD of SGO for
solution in the soonest time.
Passengers are injured on the flights
a) Passengers are light injured cases

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and experience to give helps onboard and immediately inform to Captain
of flight.
the Passenger on "Passenger's health irregularity report". The signatures
of at least one (01) passenger on the flight as the witness of the situation
must be made. The report is made into two copies: one is kept by Cabin
crew, the other is send to BAV Supervisor at landing airport in case of
passengers’ health can be worse afterward.
b) Passengers are serious injured cases
and experience to give helps onboard and immediately inform to Captain
of flight.
2) Cabin Crew has to consecutively update the information about the
Passenger's health condition to the Captain of the flight. Based on the
actual situation, the captain has the right to decide whether to return
original airport or to land at alternative/destination airport.
3) Information about the Passenger's health condition should not be
released to other Passengers onboard except the Passenger's
accompanies.
the Passenger on "Passenger's health irregularity report". The signatures
of at least one (01) passenger on the flight as the witness of the situation
must be made. (MEDIF report form is contained in cabin crew's document
envelope). This report is sent together with other documents of the
Passenger (Declaration of Indemnity,...). The report (contains 04 copies)
are sent to: one (01) copy is kept by Cabin Crew, one (01) for Station
manager at arrival airport, one (01) for medical department or hospital is
given first aid and treatment, one (01) is kept in insurance records
submitting to Legal department (Insurance department).
5) In case passengers lose identification ability, Cabin Manager has
responsible to establish record to inventory passengers’ baggage and
property and have confirmation of other passenger (record name,
nationality, address, passport, journey of this passenger).
6) The Captain on the flight must take responsibility to inform previously for
BAV Supervisor (if any) or the landing airport authorities the passengers’
health condition to ask support of human and facilities to assist
passenger for emergency aid after the flight landing.
7) If the landing off airport does not have BAV Supervisor, Cabin Manager
takes responsibility to cooperate with the Captain and the GSP to inform
to airports in the route of passengers and related department as well.

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Abnormal reports
In case passengers get serious injure on the ground or in the flight, Station
Manager at arrival airport has the responsibility to send abnormal reports to
the Headquarter (Company Admistration, Services and Ground Operations,
Legal Department) no later than 24 hours after the incident. The content of
report: Flight number/sector/date; Information about the Passenger: Full
name, sex and date of birth, nationality, passport number, seat number,
address, contact number of passenger or relatives; other information; a
summary of the abnormal case.
Visiting regime, claim goodwill
a) In all cases passengers get injure (both on the ground or in the flight), all
the medical expenses arise (such as ambulance, airport medical, medical
expense, etc.) are under BAV expenses.
b) BAV Supervisor at the airport sends letter, assigns person to visit and take
care of passengers (incase passengers get serious injure traveling alone)
or creates the most favorable condition for passengers’ relative (if
accompany with passengers) is allowed to stay to take care of passengers
while passengers are treated in hospital.
c) In the event that a passenger is injured by BAV's fault, BAV will take
reponsibility for all reasonable medical expenses arise with hospitalization,
treatment and taking care of passengers.
d) Claim goodwill for passengers: In addition to paying for the above
expenses, BAV Supervisor consulted the BOD of SGO on compensation
for goodwill for passengers or buy presents to visit passengers (using
payment form)
e) Record of receipt
1) Copy of passengers’ ticket, passengers name list, passengers’ ID or
passport.
2) Report of passengers’ irregular health condition.
3) The receipt which has the signature of passengers or person entrusted
by passengers, approved by Director of SGO or authorized person.
4) Arise receipt from hospital.
5) Abnormal records.
6) Certificate of injury (if any)
Insurance regulation
Liability insurance
a) When the passengers are injured on the ground: The case is not under
insurance liability.
b) In case passengers are injured on the flight:
1) The case that is under insurance liability: In the case of passenger is
infured due to BAV’s fault such as: fault of BAV’s staff, technical

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equipment on the airplane and on the ground, due to the impact of natural
conditions in the flight or by the service, the product provided by BAV to
passenger. The costs incurred will be considered buy insurer to cover
compensation for all eligible, reasonable and legal costs in the settlement
process for passengers, including emergency expenses, medical
treatment costs in hospital, costs for emergency landing of aircraft
(additional fuel, ground handling) and other expenses (if any).
2) The case that is not under liability insurance: In the cases of passenger's
injure due to the passenger's health, existing potential disease, or other
reasons caused by passenger. Incurred costs will not be insured and will
be calculated to the cost of BAV. However, expenses for an emergency
landing of aircraft (additional fuel, ground handling) will be covered by
insurance.
3) The determination of objective causes is based on irregular report record
on the flight.
Insurance documentary
a) Time for sending record: Station Manager shall have responsibility to collect
documentary and send to the Legal Department (Insurance Division) no
later than 30 days after the incident.
b) Content of records of insurance (in case of insurance liability), including:
1) An application for compensation by relatives of passengers who are
authorized or legitimate heirs of passenger's injured.
2) Minutes of the problems with BAV for the passengers (to be insured).
3) Passenger tickets (copy).
5) The costs related documents to prove the loss of passengers.
6) Documents of passengers, and other medical documents of the medical
section.
7) Letter of authorization of the passenger or his legal successor for a lawyer
and/or his representative.
8) Information concerning flight: Aircraft register number, aircraft type, flight
number, flight routes, and time of departure.
9) Passenger information: Name, age (year of birth), gender, nationality, ID
card or passport number, address / telephone number of passengers or
his relatives, representatives or authorized persons or heirs at law of the
passengers.
10) The documents for additional fuel, ground handling costs (due to forced
landing (the responsibility of insurance or liability insurance)

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2.7 CHECK-IN IRREGULARITY AND FLIGHT
20 Nov 2021
ASM DISRUPTIONS
CHECK-IN IRREGULARITY AND FLIGHT DISRUPTIONS

Delayed flight, Long delayed flight, Early Departure Flight, Cancelled
flight
Reference:
a) Circular 81/2014/TT-BGTVT date 30/12/3014 stated Regulations on air
transport and general aviation activities
b) Circular 14/2015/TT-BGTVT date 27/04/2015 stated Regulation of
compensation for passenger in air transport.
c) Circular 36/2014/TT-BGTVT date 29/08/2014 stated Passenger service
quality regulation at the airport
d) Circular 27/2017/TT-BGTVT date 25/08/2017 Amendments and
supplements to some articles of Circular 36/2014/ TT-BGTVT and Circular
14/2015 / TT-BGTVT.
e) Circular 52/2018/TT-BGTVT dated October 15, 2018 amending and
supplementing a number of articles of Circular No. 81/2014/TT-BGTVT
dated December 30, 2014 of the Minister of Transport, regulations on air
carriage and general aviation.
f) Circular 21/2020 / TT-BGTVT dated 28/09/2020, amending and
supplementing a number of articles of the Circular No. 81/2014 / TT-BGTVT
dated December 30, 2014 of the Minister of Transport on regulations on air
transport and general aviation operations, Circular No. 14/2015 / TT-
BGTVT dated April 27, 2015 of the Minister of Transport on regulations on
compensation for non-refundable advance in passenger transportation by
air and Circular No. 33/2016 / TT-BGTVT dated November 15, 2016 of the
Minister of Transport, providing for the reporting of operations and reporting
of data in the industry civil aviation Vietnam
Definition:
Flights which has the following status are considered delayed flights:
a) CAAV Definition: The flight schedule: means the final version of the daily
flight schedule of an airline sent to the Civil Aviation Authority of Vietnam,
airport authorities and relevant regional air traffic services companies not
later than 10 p.m. Hanoi time (3 p.m. UTC) of the day prior to the operation
date.
b) Delayed flight: means a flight having the ATD (when aircraft chocks are
removed) of more than 15 minutes later than its ETD based on its flight
schedule.
c) Long delayed of flight: means a flight having the ATD (when aircraft
chocks are removed) of more than 4 hours later than its ETD based on its
flight schedule.

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d) An early Departure flight: means a flight having the ATD (when aircraft
chocks are removed) earlier than its ETD based on its flight schedule.
e) Cancellation schedule means the statement of cancelled flights operated
by an airline sent to the Civil Aviation Authority of Vietnam, airport
authorities and relevant regional air traffic services companies not later than
24 hours compared to the estimated time of departure (ETD)
f) Flight cancellation means failure to operate a flight due to the cancellation
schedule made by an airline
g) Non-refundable fixed compensation means compensation made in cash
or in other appropriate forms which is paid to passengers by the carrier in
accordance with regulations of law, regardless of actual damage caused to
such passengers.
h) Schedule: The information of departure time, arrival time, flight number,
flight date, aircraft type. Schedule is published on global distribution
system.
i) Schedule changed: The change of the flight time published on the global
distribution system.
Causes of Delay and Cancellation
In general, the following shall be considered the causes:
a) Air traffic control: Heavy traffic at certain time, partial or entire closure of the
airport due to problems with the runway or with the airport facilities.
b) Unfavorable weather conditions: such as thunderstorm, typhoon, whirlwind,
fog, sandstorm, snow...
c) Operation requirements: last minute trouble of spare parts or lack of
serviceable equipment, change of aircraft, cargo reloading, and
modification of flight documentations.
d) Engineering requirements: aircraft technical defects, change of engines or
spare parts.
e) Commercial problems: late check-in passengers, long queues at check-in
or at security check, late connecting passengers.
f) And other causes.
General principles
a) Bamboo Airways staffs at the Call Center, Ticketing offices,
Representatives at the airports, and Cabin crew are responsible for
performing assigned tasks in order to ensure compliance with service
quality standards of the Company.
b) In addition to the goodwill compensation specified in this policy, Station
Managers at the airport may consider goodwill compensation for other
cases whenever deemed necessary (e.g. irate and aggressive passengers
who may cause negative effect to Bamboo Airways, exceptional cases of
passengers’ problems, or major damage caused by Bamboo Airways). In
exceptional cases, the station Managers can decide to provide goodwill

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ASM DISRUPTIONS
compensation provided that it will not exceed 500.000 VND/case for
domestic flights and 100 USD/case for international flights. For these
cases, the Station Managers are required to submit a report to Board of
SGO Directors clearly stating the reason and amount of compensation
given for each case according to Flight report form
c) In case of policy has not been clearly stated or specified in the policy, Head
of Call Center/Ticketing offices, Station Managers, Cabin Managers on the
functions, responsibilities and powers assigned and the actual situation
provide appropriate resolution options; then report to Board of Directors
according to Flight report form.
Notice
a) Passengers must be advised and notified of delays, and kept informed at
regular intervals. Special attention must always be given when handling
flight disruptions especially for long delay flights.
b) When an operation is disrupted, the passengers are normally very critical
of our service. Passengers would often be furious with Bamboo Airways for
ruining their plans and schedules to arrive at their destination on time and
upset prearranged meetings with friends, relatives, business associates
and etc. In some cases the passengers would also miss their confirmed
onward flights leading to undue hassles and inconvenience. Take note that
for all flights departing either from base or stations with known inoperative
IFE, the flights are to be dispatched as scheduled
c) Where applicable, provide delay notice of passenger rights information and
in alternate formats for passengers with impairments.
d) Brief staff on the estimated time of departure, estimated time of arrival, and
any provisions being offered.
e) Delay known before check-in
1) Update revised times in the DCS.
2) If applicable, rebook any connecting flights according to the connecting
flight according to current policy of handling irregularity.
3) Check the passenger and baggage through on the rebooked flight.
f) Delay known before boarding
1) Reconfirm the departure gate and time, and update the vised times in the
DCS.
2) Advise passengers accordingly and at regular intervals.
3) Apply current policy of handling irregularity for a certain categories of
passenger.
g) Reporting: Comply with the regulations of the airport authorities.
Policies
Depend on the reasons and effective time of early, delayed or cancelled
flights, Bamboo Airways has responsibities as following:

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Notification to passengers
a) General principles:
1) In order to limit the negative effects to passenger and minimize the
compensation for BAV, inform to passenger about the delay, early or
cancellation as soon as possible. When the flight is schedule changed
(delayed, early or cancelled), Call Center and BAV Supervisors at the
airport shall be responsible to inform all passengers with confirmed seat
about the schedule change as soon as possible and the first notice must
be issued before the STD. Passengers are kept informed at regular
intervals.
2) In order to limit the non-refundable fixed compensation to passenger,
make priority notification to passenger of flight cancellation and long
delay of flight.
3) When the flight is the delayed or early or cancelled, notify the passengers
of information related to the flight in particular:
i. The flight number and segment.
ii. Reasons for delayed flight or disrupted transportation.
iii. ETD or alternative flight schedule
iv. Passenger service plan.
v. Passenger assistance division (position or identification signs).
vi. Apology to passengers
b) Form of notification
1) Giving suitable method of notification to passenger with reduced
mobilities.
2) Call Center: inform passengers via their contact number
Passengers will be contacted via their registered information 2 hours
(domestic flight) and 3 hours (International flight) prior to STD.
i. Inform via:
- Email.
- SMS
- Call
ii. BAV will not be responsible for any failure to contact in cases of
wrong or no contact information or no answer to calls. Thus, BAV
will notify to such passengers by email (if provided) or when the
passenger come to the airport for check-in, according to the initial
scheduled departure time.
iii. Comply with the following instructions
Affective SMS Call
Email
time

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Late within No Notification

15 minutes
Late over 15   
minutes to
120 minutes
Late over   
120 minutes
Early within No Notification
05 mins
Early over   
05 mins
Cancellation   
3) Responsibilities of the Agents
i. Inform passengers via email, SMS or phone call after receiving
BAV's notice of change, ensuring passengers receive new
information of the flight
ii. Call Center, GO at the airport record the Ticketing Agents who do
not fulfill the responsibility of notifying passengers and send to
Sales Department - Commercial Division for the punishment
4) At the Airport
i. Perform for canceled or early flight or delayed over 15 minutes
ii. The first notification must be made before the STD.
iii. Inform via:
- Announcement: This shall be done at the airport when the
passengers have not been informed of the delay/cancellation
in advance and are already present at the airport.
- Fight Information Display System – FIDS
 This shall be done at the airport when information
about delay/cancellation becomes available.
 BAV Supervisor shall co-ordinate with other concerned
units to update all the information about the
delay/cancellation onto the FIDS screen at the airport
and ensure that all information is correct and given
timely.
- Paper Notices
 This shall be done at the airport simultaneously with
the announcement.
 The BAV’s staffs shall be responsible to places those
papers at such areas as check-in counters, information
desks and boarding gates.

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- Direct verbal:
 This shall be done at the airport simultaneously with
the announcement.
 This performed by the ground staff, shall be for those
passengers waiting in Business lounges.
 If the delay/cancellation results in the passengers’
chaotic order that exerts pressure on the ground staff,
BAV Supervisors are required to standby at the
departure area, boarding gate, VIP lounge in order to
provide further flight information for passenger.
5) Inflight
i. Perform for delayed flight over 15 minutes
ii. Inform via: Public announcement
iii. Time and frequency of Announcement: 1 time after WELCOME
announcement.
iv. In case of the passengers must be seated on the airplane from 15
minutes but not more than 2 hours due to airport being closed or
technical reason v.v... Cabin crew will make announcement to
update flight information to passengers in intyervals 15 mins.
Alteration of flight and reroute
a) General principle:
1) If early departure/ delay/ cancellation occurs, Call Center, Helpdesk
and/or BAV Supervisor at the airport shall be obliged to make alternative
travel arrangements for those affected passengers so as to help them get
to their final destinations as quickly and conveniently as possible.
2) The alteration shall be made only for those passengers who effected by
the delayed, early or cancelled flights, limiting the impact to other
passengers.
3) Release passengers from restrictions on changes in itinerary and flight
and other arising surcharges.
b) Alteration priority order
1) Positioning Flight Crew.
2) VIP, CIP, Chairman of FLC Group (In order of VIP, CIP, Chairman of FLC
Group handling policy)
3) Passengers who are denied entrying or visas shall be expired before the
next substituting flight,
4) Passengers holding connection tickets (BAV’s responsibility),
5) First Tier members of Bamboo Club
6) Business Class passengers (In order: D5, D4, D3, Bamboo Business,
Smart, Flex, D2, D1)
7) Passengers were denied on the previous flight because of BAV’s fault,

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8) Diamond Tier members of Bamboo Club
9) Courtesy passengers: disability, Contributed-to-Revolution passengers,
elderly passengers, pregnant women, infant, …
10) Passengers with relatives (father, mother, spouse, children, siblings) are
seriously ill or have just died,
11) Passengers use Premium tickets (in order: Smart, Flex)
12) Passengers use Economy Flex ticket
13) Gold Tier members of Bamboo Club,
14) Staff use U1 class ticket
15) Group passengers,
16) Emerald Tier members of Bamboo Club,
17) Passengers use Economy tickets (in order: Saver Max, GA, GL, Bamboo
Eco, GC, GV, Saver, Plus, Smart)
18) Discount ticket (ID/AD), Staff and passengers use FOC tickets with
confirmed status,
19) Staff and passengers having ticket with STANDBY status (in order of
ticket class: U2, Economy, U1, Premium, Business),
Note:
i. The same priority order as commercial passenger is applied for
passengers using BBC reward tickets.
ii. For flights within Vietnam, passengers belonging to order (5) and
(6) will be given priority instead of order (3) and (4)
c) Alteration solution:
The alteration solution will be based on the Ticketing Manual and BAV’s
d) Alternative flight assignment priority order
The alternative flight assignment priority order will be based on the
Ticketing Manual and BAV’s current regulations.
e) Rerouting at the airport
1) Cases of change
i. Rerouting by changing departure point (points are in Viet Nam) or
destination point due to the weather.
ii. Rerouting by changing departure point (points are in Viet Nam) or
destination point due to BAV.
2) Handling policy
i. Arising prior flight: BAV Supervisor negotiate with passenger
about new departure or destination point.
- If passengers agree: BAV Supervisor coordinate with ATO staff
change ticket for passengers, arrange the inland support

2.7-8
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ASM DISRUPTIONS
transportation or compensate passengers for traveling to new
departure or destination points.
- If passengers don’t agree: Instruct passenger to wait for
alternative flight or refund as BAV’s regulations
ii. Arising after flight
- When the destination point is changed: arrange the inland
support transportation or compensate passengers as the rate
mentioned at Section 2.7.1.6.3, therefore the passengers can
travel to new departure points according to BAV’s regulations.
- In case the transfer point is changed: Service are provided to
passenger at transfer airport as standards mentioned at
section 2.7.1.6.3.
Supporting payment for inland transportation
a) Supporting payment for inland transportation is applied in all cases
(including force majeure like weather conditions, e.g.) of changing the point
of departure or destination and passengers need to use inland
transportation to their original point of departure or destination.
b) Call Center or Representative to inform passengers about the new point of
departure/destination
1) Change ticket (if necessary) if passengers agree
2) If passengers don’t agree: credit shell or refund
c) In the event of BAV unable to arrange inland transportation, cash payment
or other material compensation can be substituted.
1) Passengers receive inland transportation support at the new point of
departure or destination or flexible by agreement with passengers.
2) Rate of inland transportation support payment.
Economy VIP/CIP/Business
Distance
Passenger Passenger
Under 100km 150.000 VND 250.000 VND
From 100km – under 200.000 VND 300.000 VND

200km
300km
400km
500km
From 500km or more 400.000 VND 500.000 VND

2.7-9
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ASM DISRUPTIONS
Note: Station Managers at the airport may consider consulting Director
of SGO to increase the rate of inland transportation support payment
in special cases or when deemed necessary (flight diverts to another
airport while the other airlines still operate at that airport…)
Service recovery
a) Scope of application
1) Time limitation on terms of service: Services shall only be provided
between the STD and ETD of the delayed/cancelled flight or the ETD of
earliest substituting flight.
2) Limit in terms of eligibility for services:
i. Services shall be offered for passengers whose names in
passenger name list of the flight.
ii. Services shall only be offered to passengers who are already
present at the airport without having been previously informed of
the scheduce changed
iii. Services shall be offered to passengers who still present at the
airport because Call Center can not contact them via the
information in the booking.
iv. Services shall also be offered in situations such as delay, earlier-
thanplanned rerouting, frequency reduction, aircraft change and
cancellation…, BAV Supervisors at the airport monitor the
process of providing services to the following passengers:
- Passengers have already been informed but are still affected
by schedule change (longer waiting time at the airport) which
causes them to take another flight to the connection point (this
flight is on time), waiting more time to take an alternative flight
due to scheduled flight is cancelled; passengers have to take
an alternative flight that departs earlier than cancelled flight and
has to wait more time for connecting the next flight.
- Passengers have not been informed and consequently have to
wait longer in the airport.
v. In case of passengers require to credit-shell or refund before BAV
provide services, services shall be not offered to these
passengers.
3) Limit in terms due to delay and cancellation causes:
i. Services will be offered to passengers for all delayed and
cancellation reasons.
ii. In forced landing as force majeure, services shall be provided to
passengers during the waiting time.
b) Services provision for delayed flight or during the waiting time of the forced
landing flights:

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Services provision are stated as following:
< 1h 1h - < 2h - < 3h - < 6h or
Services
2h 3h 6h more
Drink     
Meal (Meal & Drink)     
Bamboo lounge (for VIP,    


CIP, Business, FFP)
Arrange suitable
accommodation according    

to airport condition (apply
from 07:00 to before 22:00)
Hotel (apply from 22:00 to    

before 07:00+)
Ground transportation    

(provide with hotel service)
c) Services provided to passengers affected by delay/cancellation while they
are in town.
1) If passengers have been informed of the delay/cancellation while in town,
Call Center/Helpdesk at the city shall actively try to reroute their order to
lessen the resultant pressure at the airport. In certain situations rerouting
is difficult because of the shortage of substituting capacity, Director of
Services and Ground Operations or the authorized person may decide to
provide appropriate services for the passengers on the case by case
basis.
2) Eligibility for services: The services shall mainly be provided to
passengers who are traveling together in group and cannot be rerouted
within the same day. Individual passengers shall be served only if they
cannot be rerouted within the same day or are unable to arrange
accommodation for themselves.
3) Services provided at city include: Meals, hotel rooms and surface
transportation shall be provided at the city according to the standard and
follow the limit of fare. If the passenger refuses the service offered by
BAV and requires using other services. They may be allowed to take their
options provided that the expenses in such case shall not exceed the
amount specified by BAV; otherwise, the passenger shall have to pay for
the difference.
d) Notice in service
1) Meal (meal & drink)
i. At the airport

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- For delayed flight from 3 hours to under 06 hours: Serve meal
only 1 time as stated above
- For delayed flight from 6 hours or more: Depend on particular
period of delay, Representative at the airport will decide to
serve consecutive meals
- For flight suffering numerous time changes with the total delay
time of more than 03 hours, BAV Supervisor at the airport will
decide on the time of service, ensuring the flight departure time
is not effected.
- Types of meal served: depending on the time of the day:
 06h00 – 08h00: Breakfast
 11h00 – 13h00: Lunch.
 17h00 – 20h00: Dinner.
 Others: Light meal
- In case of the flight is delayed under 3 hours but between the
time frame from 6am – 8am (breakfast), 11am - 13pm (lunch)
and 17h - 20h (dinner), the Station Manager at the airport
decides to serve meals for passengers
ii. Inflight
- In case passengers must be seated on the airplane due to
airport closure or technical reason v.v… according to period of
waiting inflight, from 01h ot more, drink will be served; From
02h or more, meals or drink will be served inflight (depending
on the meal/drink standard on that flight)
iii. At the airport does not have caterer
- In the event of a long delayed flight, the meals on the aircraft
are not qualified to serve the passengers: Station Manager
decide to provide meals for passengers in the lounge. Pay
attention to coordination with flight crew and cabin crew to
inform passengers timely, accurate; and ensure that meal /
drink service for passengers does not affect the departure time
of the flight.
2) Bamboo Business Lounge: Apply to VIP/CIP/Business/First Tier
members and Diamond Tier members of Bamboo Club in case of delayed
information received after these passengers have left the lounge.
3) Hotel service provision:
i. Hotel service provision as mentioned above do not apply in case
of delayed announcements are made several times with delayed
period under 6 hours in each time of announcement.
ii. Money payment or other material benefit solution can be replaced
iii. Hotel accommodation or suitable accommodation according to
airport condition will be arranged in cases:

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ASM DISRUPTIONS
- The flight is delayed from 06 hours and above from 7 a.m. to
before 10 p.m.): suitable accommodation according to airport
condition
- The flight is delayed from 06 hours and above from 10 p.m to
before 7 a.m): Hotel accommodation or alternative solutions if
getting the passengers’ consent.
iv. Hotel room arrangement: Single room for VIP/CIP/Business class
passenger, twin share room for Economy class passenger.
Passengers of the same gender should be allocated in the same
room. Single rooms may be arranged for those passengers who
do not agree to share room with others but only in absolute
necessity. The limit of service fare for hotel is mentioned at table
2.7.1.6.4 (f) (2).
v. Meals: passengers shall be served meal during their stay at the
hotel with the limit of service fare for meal is mentioned at table
2.7.1.6.4 (f) (1)
vi. In a situation where there is shortage of hotel rooms, Director of
Services and Ground Operations shall decide to make cash
payment to passengers instead of providing hotel rooms, the
amount of which shall be the equivalence of the average hotel
room rates signed in contracts.
4) Ground transportation
i. Ground transportation is the transportation of passengers
between airport and city by car or bus.
ii. Transportation between airport and hotel: Hotel will provide. If
hotel does not provide, BAV support transportation payment for
02 ways between airport and hotel according to limit of service
fare table.
iii. In case of BAV can not arrange hotel or passengers decide not to
use BAV’s service, BAV will support transportation payment 02
ways for passenger from airport back to home and return. The
limit of service fare at service fare table
iv. Money payment or other material benefit solution can be replaced
(MCO, voucher)
e) Services provision for cancelled flight
1) Depending on the substituted flight, passengers will be served when
waiting for the flight. According to the service recovery for delayed flights.
2) In the event that passengers do not accept the alternative arrangement,
credit sell and refund according to passengers’ requirement shall be
implemented.
f) The limitation of service fare
1) Limit of service fare for drink and meal

2.7-13
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ASM DISRUPTIONS
Domestic Flights International Flights
Services
Drink Economy passenger: max Economy passenger: max 3
25.000VND/per pax USD/per pax
VIP/CIP/Business Class/First VIP/CIP/Business Class/First
Tier/Diamond Tier: Lounge service Tier/Diamond Tier: Lounge
service
Meal (include Economy passenger: max Economy passenger: max 10
Drink and 100.000VND/per pax USD/per pax
Meal) VIP/CIP/Business Class/First VIP/CIP/Business Class/First
Tier/Diamond Tier: Lounge service Tier/Diamond Tier: Lounge
service
2) Limit of service fare for hotel and ground transportation

At Viet Nam airports At other airports outside of
Services
Viet Nam
Hotel Economy passenger: Maximum Economy passengers:
1.000.000 VND/ 2 bed room/ 2 maximum 80 USD/twin
passengers (For HAN, SGN, DAD, room/2 passengers
PQC airport) and maximum 600.000 VIP/CIP/Business
VND/ 2 bed room/ 2 passengers (for
passenger: maximum 80
the others airport in Vietnam) USD/room/01 passenger
VIP/CIP/Business passenger:
Maximum 1.000.000 VND/room/ 1
passenger (For HAN, SGN, DAD,
PQC airport) and maximum 600.000
VND/ room/ 1 passenger (for the
others airport in Vietnam)
Ground Economy passengers: maximum Economy passengers:
transportation 50.000VND/one way maximum 5 USD/one way
VIP/CIP/Business passenger: VIP/CIP/Business
maximum 100.000VND/one way passenger: maximum 10
USD/one way
3) Note:
i. At the airports where the actual price is higher than the stated limit,
Station Manager at the airport shall liaise with service providers to
obtain the best possible price to be submitted for BOD approval
and signing service contract
ii. Limit of service fare: Apply a common service fee for adult (ADL)
and children (CHD)
Compensation for cancelled, long delayed flight
a) Eligibility for compensation:

2.7-14
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ASM DISRUPTIONS
1) Flight departing from Vietnam
2) For international flights depart outside of Vietnam: Applying the
regulations of the departure country (if any). In case of departure country
does not specified, BAV will be exempted from liability for compensation.
3) Apply a common rate of compensation payment for adult and children
(CHD); Apply 10% rate of compensation payment for infant (INF).
4) In case of the flight is delayed and then canceled, compensation shall be
applied 1 time.
b) Waiver of liability
1) Carrier’s immunity from responsibility for flight cancellations or long
delays of flights
i. Weather condition causes negative effects on flight safety.
ii. Security risks cause negative effects on flight safety.
iii. The flight is cancelled or long delayed according to the decision
of a competent agency.
iv. The flight is not operated due to health problems of passengers
(they suffer serious illnesses or die after boarding).
v. Scheduled airplanes are sabotaged or fleets of airplanes are
sabotaged.
vi. The flight is not operated due to armed conflicts, political instability
or strikes.
vii. Aviation infrastructure or flight operational assurance fails to
ensure the flight operation.
viii. Technical problems occur during the operation of the airplane,
from the time the captain signs the record on receipt of aircraft
ready for flight operation until the end of the flight.
ix. Each passenger is offered re-routing to the same destination in
another flight and results in the passenger arriving no more than
4 hours later than the scheduled arrival time of the flight on which
the confirmed reservation is received.
x. Each passenger is offered re-routing to the same destination in
another flight and results in the passenger arriving no more than
6 hours later than the scheduled arrival time of the connecting
flight if the destination is a connecting point in the journey of the
passenger.
xi. Other force majeure events occur.
2) Carrier’s immunity from responsibility for other cases
i. BAV shall be immune from obligations to pay compensation if it
may prove the fact of one of following cases:
- BAV has provided the passenger with notice of flight
cancellation or long delay of flight in speech or by messages or
emails no less than 24 hours prior to the scheduled departure

2.7-15
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ASM DISRUPTIONS
time under addresses such as: mobile phone numbers, home
phone numbers, email addresses or phone numbers of their
relatives; or the carrier has made 02 telephone calls from 7 a.m
to 10 p.m if the first call is not connected, the period of time
between the first call and the second call is at least 20 minutes;
- The passenger does not register contact information as
prescribed.
- It fails to contact with the passenger according to his/her
registered information.
ii. BAV shall be exempted from obligations to pay the non-
refundable fixed compensation to the passenger who is traveling
with a free ticket, industry discount ticket or agent discount ticket
or the passenger who is a partner using a discount ticket.
iii. BAV is immune from obligations to pay compensation to the
passenger who did not arrived for check-in at the airport or
another place agreed with BAV.
iv. BAV shall be immune from obligations to pay compensation to the
passenger who voluntarily cancel the confirmed reservation.
c) Forms of compensation:
Priority order as below
1) By free tickets, reimbursement vouchers for further use of the carrier’s
service or other free services in case of approval of the passenger
2) By bank transfer or other appropriate payment intermediary services at
the requests of passenger
3) In cash
d) Compensation period
Within 14 working days from the date on which the request of the
passenger is received.
e) Rate of compensation for cancellation, long delayed flight
1) Rate of compensation
Amount
Flight Distance
Domestic Flight
200.000 VND
Under 500 km
300.000 VND
From 500 km to under 1000 km
400.000 VND
From 1000 km or more
International Flight
25 USD
Under 1000 km

2.7-16
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01 Oct 2022
ASM DISRUPTIONS
50 USD
80 USD
150 USD
2) Note:
i. For flight sectors haven’t been updated on this manual, the rate of
compensation shall be based on flight distance.
ii. Compensation policy apply to all passengers (Bamboo Club
members, Bamboo Business, Bamboo Premium, Bamboo
Economy passengers).
f) Flight distance list
1) Domestic flights
Flight distance Sectors
Under 500 km SGN – VCA / CAH / VCS / PQC / CXR / DLI / BMV /
TBB / PXU / VKG v.v
VCA – VCS / DLI v.v
DAD – PXU / UIH / VDH / VII / BMV v.v
HAN – VDH / VII / DIN v.v
PQC – VKG / VCA v.v
BMV – VCL v.v
UIH – DLI v.v
HPH – VII v.v
From 500 km to under HAN – HUI / DAD / VCL v.v
850 km DAD – HPH / DLI / VCA / CXR / VDO / THD v.v
SGN – DAD / HUI / UIH / VCL / VDH v.v
VII – BMV / PXU / UIH v.v
THD – PXU v.v
HUI – DLI / CXR / VDO / HPH v.v
VCL – VDO v.v
VCA – CXR/ UIH v.v
CXR – PQC v.v
From 850 km to under HAN – UIH / PXU v.v
1,000 km SGN – VDH v.v
DLI – VII v.v
BMV – THD / HPH v.v
PXU – HPH / VDO v.v
VII – CXR v.v
UIH – VDO v.v
HPH – UIH v.v
THD – UIH v.v
DAD – VCS v.v

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ASM DISRUPTIONS
From 1,000 km to HAN – SGN / CXR / DLI / BMV / TBB / VCA / PQC /
under 1,280 km VCS v.v
SGN – HPH / VII / THD v.v
HPH – CXR / DLI / TBB v.v
THD – CXR / PQC v.v
CXR – VDO v.v
BMV – VDO v.v
DLI – VDO v.v
TBB – VDO v.v
DAD – PQC v.v
VCA – VII v.v
From 1,280 km and HAN – VCA / PQC /VKG / CAH v.v
more SGN – VDO v.v
HPH – PQC / VCA v.v
VCA – VDO / THD v.v
PQC – VDO v.v
VCS – HAN / HPH / VII / THD v.v
VII – PQC v.v
2) International flights
Flight distance Sectors
Under 1,000 km HAN/ SGN - BKK/ VTE/ REP
HAN - HKG/ CAN/ LPQ
SGN - PNH
DAD - REP/ CAN/ HKG/ MFM
VII - VTE
From 1,000 km to HAN/ SGN - TPE/ KHH/ KUL/ SIN/ RGN/ MNL/ CTU
under 2,500 km HAN - PVG/ PEK/ PNH/ HGH
SGN - CAN/ CGK/ HKG/ KMG
DAD - HKG/ CTU/ HGH/ WNZ/ PVG/ KUL
VCA-TPE
From 2,500 km to HAN/ SGN - KIX/ NRT/ FUK/ NGO
under 5,000 km HAN/ SGN - ICN/ PUS
HAN - CGK
SGN - PVG/ PEK
DAD - ICN/ PUS/ NRT
From 5,000 and more HAN/SGN - CDG/FRA/LHR/PRG
HAN/SGN/CXR – DME/SVO
HAN/SGN - MEL/SYD
HAN/SGN – SFO/LAX

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Credit Shell, Refund

The credit shell, refund solution will be based on the Ticketing Manual and
BAV’s current regulations.
Handling Procedures
Notification to passengers:
a) Call-center
1) Following the Flight re-scheduled solving procedure of Call-center
2) Sending final result to Representative:
i. For flight schedule change within 24 hours before STD: the final
result will be sent 24 hours before STD
ii. For the flight schedule change within 24 hours from STD: the final
result will be sent at least 02 hours before STD (domestic flight),
03 hours before STD (international flight)
b) At the airport:
After receiving the delayed, early, cancelled information, BAV Supervisor
organize the implementation immediately to inform following procedure
between BAV and relevant departments.
1) The 1st notification shall be given before the original STD.
2) BAV Supervisor supervise and control to insure that passengers are
informed completely and timely.
3) BAV Supervisor inform to Cabin Manager about flight information (new
departure time; the reason) for announcements are consistent.
c) In flight: Following the announcement procedure of Cabin Crew
Flight re-booking:
a) Help Desk and Call-center: Following the Flight schedule change
coordination procedure.
b) At the airport
1) After receiving delayed information, BAV Supervisor proactively move
passengers to closest available flights so that reducing the service cost
and compensation.
2) If alter passengers to other flight, BAV Supervisor inform to passengers
clearly the new departure time and/or new destination.
3) In case of passengers have BAV connecting flight, BAV Supervisor of
departure station informs the next station to assist passengers..
Service provision
a) Drink-meal service:
1) BAV Supervisor proactively coordinate with ground handling company
and relevant departments to serve drink and meal to passengers.

2.7-19
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ASM DISRUPTIONS
2) BAV Supervisor order the drim-meal from meal service provider, meal
service provider shall serve to passengers following the terms of contract.
3) BAV Supervisor issues "Service Voucher" to each passenger and guide
them to restaurant to have drink-meal.
4) After flight completed, BAV Supervisor certify for service provision and
complete payment documents, which are prescribed by Finance
Department…
b) Hotel and Ground Transportation Service
1) In case of BAV arrange hotel:
i. BAV Supervisor proactively coordinates with ground handling
Company to arrange transportation for passengers go to the hotel.
ii. The staffs of hotel will provide the service following the terms of
contract.
iii. While passengers stay at hotel, BAV Supervisor coordinate with
the staffs of hotel to give passengers necessary assistance and
arrange transportation for passengers go back to the airport.
2) In case of BAV cannot arrange hotel:
i. BAV Supervisor replace by money payment or other material
benefit solution.
ii. Form of payment will be made as compensations to passengers.
Compensation.
a) Representatives at departure make decision and prepare compensation
solution
b) Make notification to passengers about compensation and form of payment
c) Provide passenger compensation and complete payment documents,
which are prescribed by Finance Department.
Credit shell, refund
Following the refund process of Finance Department
Report
a) Inform airport authorities, airport enterprises and passenger terminal
service providers about reasons for cancelled flights and delayed flights
immediately after decisions on cancellation are issued or as soon as
delayed flights are identified to supervise and update on information system
of airports and aerodromes.
b) Within 72 hours from the moment in which flights are expected to take off
(in case of cancelled flights) or actually take off (in case of flights where
customers are rejected or delayed flights) or irregularly at request of airport
authorities, airlines are responsible for reporting to airport authorities about
compensating for non-refunded advance of flights as follows:

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1) Name: Report on compensation for non-refunded advance for customers
rejected from flights and having cancelled flights;
2) Details: information on flights of airlines, information on rejected
customers, customers with cancelled flights and solutions of the airlines;
3) Methods of submitting and receiving reports: physical or digital reports
shall be submitted in person, via postal service, fax or other appropriate
methods as per the law;
4) Report form: follow Annex I attached to Circular 21/2020/TT-BGTVT
dated 28/9/2020 of Minister of Transport.
Irregular handling policy for flights departing from Europe & UK
(Refer to: Regulation (EC) No 261/2004 - European Union & UK261)
In addition to the contents complying with the Section 2.7.1 above, in the
European & UK market, a number of differences should be noted as follows:
Applicability
a) This Regulation shall apply to passengers departing from an airport located
in the territory of a Member State to which the Treaty applies (European
Union & UK) if that passenger has:
1) A confirmed reservation on the flight concerned (except in the case of
cancellation), and present themselves for check-in as stipulated and at
the time indicated in advance and in writing (including by electronic
means) by the air carrier, the tour operator or an authorized travel agent,
or if no time is indicated, not later than 45 minutes before the published
departure time; or:
2) Have been transferred by an air carrier or tour operator from the flight for
which they held a reservation to another flight, irrespective of the reason.
b) This Regulation shall not apply to passengers travelling free of charge or at
a reduced fare not available directly or indirectly to the public. However, it
shall apply to passengers having tickets issued under a frequent flyer
program or other commercial program by the carrier or tour operator.
Obligation to inform passengers of their rights
a) The operating air carrier shall ensure that at check-in a clearly legible notice
containing the following text is displayed in a manner clearly visible to
passengers: ‘If you are denied boarding or if your flight is cancelled or
delayed for at least two hours, ask at the check-in counter or boarding gate
for the text stating your rights, particularly with regard to compensation and
assistance’.
b) An operating air carrier denying boarding or cancelling a flight shall provide
each passenger affected with a written notice setting out the rules for
compensation and assistance in line with this Regulation. It shall also
provide each passenger affected by a delay of at least two hours with an
equivalent notice.

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c) The contact details of the national designated body shall also be given to
the passenger in written form
d) When passengers are informed of the cancellation, an explanation shall be
given concerning possible alternative transport.
e) In respect of blind and visually impaired persons, the provisions shall be
applied using appropriate alternative means.
f) When passengers are informed of the cancellation, an explanation shall be
given concerning possible alternative transport.
g) The burden of proof concerning the questions as to whether and when the
passenger has been informed of the cancellation of the flight shall rest with
the operating air carrier.
Delay flights
a) Service provisions in case of delays
SERVICES <2h 2h- < ≥ 3h Depart on the day
3h after the original
scheduled
departure time
Drink
   
Meals and 
refreshments   
Email, SMS, two

(02) phone calls    
Hotel
accommodation and
transport between    
the airport and place
of accommodation
Note:
U U : Yes : No
Note:
1) Provide hotel accommodation in cases:
i. Where a stay of one or more nights becomes necessary, or
ii. Where a stay additional to that intended by the passenger
becomes necessary.
2) In cases of delayed flight, pay particular attention to the needs of
persons with reduced mobility and any persons accompanying them,
as well as to the needs of unaccompanied children.
3) Service fare for drink, meal, hotel and ground transportation: refer
section 2.7.1.6.4 of this Manual.
b) Rerouting or refunding

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When the delay is at least five (05) hours, passengers shall be offered:
1) Reimbursement within seven days of the full cost of the ticket at the price
at which it was bought, for the part or parts of the journey not made, and
for the part or parts already made if the flight is no longer serving any
purpose in relation to the passenger's original travel plan, together with,
when relevant, and:
2) A return flight to the first point of departure, at the earliest opportunity.
Cancellation
In case of cancellation of a flight, the passengers concerned shall be:
a) Rerouting or refunding
Passengers shall be offered the choice between:
1) Reimbursement within seven days of the full cost of the ticket at the price
at which it was bought, for the part or parts of the journey not made, and
for the part or parts already made if the flight is no longer serving any
purpose in relation to the passenger's original travel plan, together with,
when relevant, and a return flight to the first point of departure, at the
earliest opportunity.
2) Re-routing, under comparable transport conditions, to their final
destination at the earliest opportunity; or
3) Re-routing, under comparable transport conditions, to their final
destination at a later date at the passenger's convenience, subject to
availability of seats.
b) Right to care
In case of cancellation of a flight or in event of rerouting when the
reasonably expected time of departure of the new flight is at least the day
after the departure as it was planned for the cancelled flight, the
passengers concerned shall be offered assistance as mentioned in the
Section 2.7.1.8.3.a.
c) Compensation
1) There is an exception to the right to compensation for BAV if:
i. Passengers are informed of the cancellation at least two weeks
before the scheduled time of departure; or
ii. Passengers are informed of the cancellation between two weeks
and seven days before the scheduled time of departure and are
offered re-routing, allowing them to depart no more than two hours
before the scheduled time of departure and to reach their final
destination less than four hours after the scheduled time of arrival;
or

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iii. Passengers are informed of the cancellation less than seven days
before the scheduled time of departure and are offered re-routing,
allowing them to depart no more than one hour before the
scheduled time of departure and to reach their final destination
less than two hours after the scheduled time of arrival.
iv. BAV shall not be obliged to pay compensation if BAV can prove
that the cancellation is caused by extraordinary circumstances
which could not have been avoided even if all reasonable
measures had been taken.
v. Note: Technical faults do not count as examples of extraordinary
circumstances
2) Rate of compensation
i. In case of cancellation of a flight, passengers shall receive
compensation amouting to EUR 600 or 520 GBP per passenger.
ii. When passengers are offered re-routing to their last destination
on an alternative flight which the arrival time does not exceed the
scheduled arrival time of the flight originally booked, passengers
shall receive compensation amouting to EUR 300 or 260 GBP per
passenger.
3) Method of refund
The compensation shall be paid in cash, by electronic bank transfer,
bank orders or bank cheques or, with the signed agreement of the
passenger, in travel vouchers and/or other services.
Irregular handling policy for flights departing from Korea
In addition to the contents complying with the Section 2.7.1 above, in the
Korea market, a number of differences should be noted as follows:
Services provisions in irregular cases are stated as following:
< 1h 1h- < 2h 2h- < 3h 3h- < 6h ≥ 6h

SERVICES
Drink: Mineral water will be

    
served at the boarding gate.
Meal voucher fee
KRW10,000 will be     
delivered to passengers
Note:
U U : Yes : No
Rate of compensation for cancellation, long delayed flight
a) Domestic Passengers

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1) Flight failures (overbooking, no-record, etc.)

i. If alternative flights are provided:
- Within 3 hours: Pay 20% of the fare of the failed section as
compensation
- After 3 hours: Pay 30% of the fare of the failed section as
compensation
ii. If alternative flights are not provided: Refund the fare of the failed
section and provide air tickets or exchange tickets for the flight in
question
2) Flight delays due to the business’ accidental or intentional fault:
i. Flight delayed for 1 hour or more but less than 2 hours: Pay 10%
of the fare of the failed section as compensation.
ii. Flight delayed for 2 hours or more but less than 3 hours: Pay 20%
of the fare of the failed section as compensation.
iii. Flight delayed for 3 hours or more: Pay 30% of the fare of the
failed section as compensation.
4) Note
iii. In case of uncontrollable circumstances such as meteorological
conditions, unexpected circumstances at airports, flight
connection difficulties and unplanned equipment maintenance for
a safety reason, it shall not apply.
iv. The key concept behind the grounds for exclusion of carrier’s
liability:
- Aircraft inspection as defined by the Ministry of Land,
Infrastructure and Transport (MOLIT) refers to the aircraft
maintenance standards authorized by the MOLIT.
- Weather condition refers to weather conditions such as bad
weather that the aircraft cannot operate
- Airport circumstances refer to the failure of air transport service
providers to provide services to consumers due to problems
with airport facilities.
- Flight connection refers to the delay or cancellation of a flight
affecting the next connection flight.
- Unforeseen actions for safe operation are actions taken in a
state where it is impossible for an air transport operator to take
action reasonably required to prevent a default.
- Alternative flights refer to whose provided within 12 hours
(including other airlines)
- "Fare" refers to the retail price (purchase price) purchased by
the consumer (the passenger of an air transportation),
excluding the fuel surcharge, airport fee, and other fees.

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b) International passengers
1) Flight failures (overbooking, no-record, etc.)
i. If alternative flights are provided (Applicable for the flight time is
more than 4 hours)
- An alternative flight provided after 2 hours but within 4 hours:
Pay USD 300 as compensation.
- An alternative flight provided after 4 hours: Pay USD 600 as
compensation.
ii. If an alternative flight is not provided
- Refund the fare for the section in question plus USD 600 as
compensation.
iii. If passenger(s) refuse to use alternative flights: Refund the fare
for the section in question and provide compensation based on
the earliest available time of alternative flights:
- An alternative flight provided after 2 hours but within 4 hours:
Pay USD 300 as compensation.
- An alternative flight provided after 4 hours: Pay USD 600 as
compensation.
iv. Note
- In case of uncontrollable circumstances such as
meteorological conditions, unexpected circumstances at
airports, flight connection difficulties and unplanned equipment
maintenance for a safety reason, it shall not apply.
- Passengers arriving past final boarding time set by each airline
shall be excluded.
2) Flight delays due to the business’ accidental or intentional fault
i. Flight delayed for 2 hours or more but less than 4 hours: Pay 10%
of the fare of the failed section as compensation
ii. Flight delayed for 4 hours or more but less than 12 hours: Pay
20% of the fare of the failed section as compensation.
iii. Flight delayed for more than 12 hours: Pay 30% of the fare of the
failed section as compensation.
iv. Note:
In case of uncontrollable circumstances such as meteorological
conditions, unexpected circumstances at airports, flight
connection difficulties and unplanned equipment maintenance
for a safety reason, it shall not apply.

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Denied boarding
Definition
Denied boarding passengers are passengers holding a confirmed ticket on a
flight and presenting at check-in counter in accordance with the regulation of
BAV, but they are offloaded from the flight.
Causes of denied boarding passenger:
a) The flight is overbooked.
b) A part or the whole of seat capacity is requested for government mission.
c) Aircraft change to a smaller capacity.
d) Flight departs earlier than estimated time of departure (ETD), but
passengers have not received a notice from BAV, because BAV did not
implement fully the notification form.
e) Offload passenger due to safety reasons such as lack of safety equipment
in aircraft (e.g. oxygen mask, life jacket, seat broken etc.) at last minute.
f) Booking system error, include sending/receiving information error within
BAV's system or between BAV and other system (GDS, DCS, etc).
g) Accept deportee passengers due to carier fault or requirement of the
authorities.
Handling procedure
Denied boarding order:
The following order shall be applied for the identification of denied boarding
passengers:
a) Staff and passengers having ticket with STANDBY status (in order of ticket
class: U2, Economy, U1, Premium, Business),
b) Discount ticket (ID/AD), Staff and passengers use FOC tickets with
confirmed status,
c) Passengers use Economy tickets (in order: Saver Max, GA, GL, Bamboo
d) Emerald Tier members of Bamboo Club,
e) Group passengers,
f) Staff use U1 class ticket
g) Gold Tier members of Bamboo Club,
h) Passengers use Economy Flex ticket
i) Passengers use Premium tickets (in order: Smart, Flex)
j) Passengers with relatives (father, mother, spouse, children, siblings) are
k) Courtesy passengers: disability, Contributed-to-Revolution passengers,
l) Diamond Tier members of Bamboo Club
m) Passengers were denied on the previous flight because of BAV’s fault,

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n) Business Class passengers (In order: D5, D4, D3, Bamboo Business,
o) First Tier members of Bamboo Club
p) Passengers holding connection tickets (BAV’s responsibility),
q) Passengers who are denied entrying or visas shall be expired before the
r) VIP, CIP, Chairman of FLC Group (In order of VIP, CIP, Chairman of FLC
s) Positioning Flight Crew
Transferring of denied boarding passengers to other flights
Eligible denied boarding passengers shall be transferred to the substituting
flights. The following order shall be applied for the transfer:
a) Positioning Flight Crew.
b) VIP, CIP, Chairman of FLC Group (In order of VIP, CIP, Chairman of FLC
c) Passengers who are denied entrying or visas shall be expired before the
d) Passengers holding connection tickets (BAV’s responsibility),
e) First Tier members of Bamboo Club
f) Business Class passengers (In order: D5, D4, D3, Bamboo Business,
g) Passengers were denied on the previous flight because of BAV’s fault,
h) Diamond Tier members of Bamboo Club
i) Courtesy passengers: disability, Contributed-to-Revolution passengers,
j) Passengers with relatives (father, mother, spouse, children, siblings) are
k) Passengers use Premium tickets (in order: Smart, Flex)
l) Passengers use Economy Flex ticket
m) Gold Tier members of Bamboo Club,
n) Staff use U1 class ticket
o) Group passengers,
p) Emerald Tier members of Bamboo Club,
q) Passengers use Economy tickets (in order: Saver Max, GA, GL, Bamboo
r) Discount ticket (ID/AD), Staff and passengers use FOC tickets with
confirmed status,
s) Staff and passengers having ticket with STANDBY status (in order of ticket
class: U2, Economy, U1, Premium, Business),
t) Note: Passengers using BBC award tickets are given the same priority
order as commercial passengers of the same service

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Alternative arrangement solution:
a) When passenger is denied boarding, BAV shall arrange alternative flight for
passenger (the same regulation as for delayed/cancelled flight).
b) In case of BAV can not arrange alternative flight as for delayed/cancelled
flight, Station Manager considers carefully each specific case, transfer
passenger to the same segment of another airline so that passenger can
arrive at the destination, in order to minimize nuisance for passenger and
minimize damage to BAV. The cases are considered for transferring to the
same segment of another airline as following:
1) Passenger's visa expired before alternate flight.
2) It is impossible to arrange BAV substituting flight for passengers on the
same date of the overbook flight (for domestic flights) and within 24 hours
(for international flights)
3) Alternate passenger to other airline will be not applied for passengers as
follow:
i. Staff on duty travel
ii. Staff and passengers use FOC ticket
iii. Passenger use free of charge ticket
iv. Passenger use discount tickets.
Services provision:
a) Passengers shall be provided meal, drink, hotel accommodation and
ground transportation services while waiting for substituting flight as in case
of delay/cancellation.
b) Services provision for passengers who are informed of the possibility of
denied boarding prior to showing up at the airport
1) In case information about the possibility of denied boarding is given far in
advance to the passengers when they are still in the city by BAV SCC,
such passengers shall be provided with services while waiting for the
substituting flight in the city and shall be offered the same compensation
rates as those applied for denied boarding passengers.
2) Remarks: In handling denied boarding passengers in the city, the quantity
of passengers remaining after arranging substituting flight must not be
less than the Max Opening Capacity.
Compensation for denied boarding passenger.
a) Ineligibility for compensation: BAV shall be waived compensation for denied
boarding passengers in following cases:
1) The health problem of the passenger may cause damage to such
passenger, other passengers or the flight.
2) To prevent epidemic diseases.

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3) The passenger fails to conform to regulations on aviation safety, aviation
security, aviation transport, or penalties for administrative violations
against civil aviation.
4) The passenger violates public order, endangers flight safety or creates
negative effects on lives, health and assets of other people.
5) The passenger under the influence of alcohol or other drugs loses control
of his/her behaviors.
6) Due to security reasons notified by a competent agency.
7) At the request of a competent agency.
8) The passenger who is traveling with a free ticket, industry discount ticket
or agent discount ticket or the passenger who is a partner using a
discount ticket.
9) The passenger who did not arrived for check-in at the airport as publicly
specified in advance (including in electronic form) by BAV in BAV’s
Conditions of Carriage, except otherwise agreed between the passenger
and BAV. This condition will not apply if BAV’s Call center contact to
passenger in advance to relieve from overbooking.
10) The passenger who voluntarily cancel the confirmed reservation.
b) Eligibility for compensation
Passengers other than those mentioned in 2.7.2.3.5.a) with the following
conditions met:
1) Passengers have name in passenger name list (PNL and modified by
ADL) of the flight.
2) Being present at check-in counter at proper time as required for the flight.
3) Being denied boarding on flights with scheduled departures from foreign
airports and then failing to be arranged by BAV on another flight whose
ETA is within 04 hours later than the original STA.
c) For international flights depart outside of VietNam: Applying the rules of the
departure country (If any). In case of the departure country, where has not
issued any regulations, BAV following this manual.
d) Compensation for denied boarding passenger
1) Apply the same compensation for adult and children (CHD)
2) Apply 10% rate of compensation payment for infant (INF)
3) Rate of compensation for denied boarding passenger

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Amount
Flight Distance
Domestic Flight
200.000 VND
Under 500 km
300.000 VND
400.000 VND
25 USD
Under 1000 km
50 USD
80 USD
150 USD
4) Flight distance list
Refer to Section 2.7.1.6.5 (f)
e) Forms of compensation:
1) In cash;
2) By bank transfer or other appropriate payment intermediary services at
the requests of passengers;
3) By free tickets, reimbursement vouchers for further use of the carrier’s
service or other free services in case of approval of the passenger
f) Compensation period:
Compensation right the time passenger is denied boarding.
g) Liability of each section:
1) For passengers who are denied boarding at the airport: BAV Supervisor
at the departure airport is responsible for completing the compensation
file for passengers (pay in cash or transfer or free tickets, reimbursement
vouchers)
2) For passengers who are informed of the possibility of denied boarding
prior to showing up at the airport: Helpdesk sends information about the
affected passenger to the ticket sales channel to make compensation
according to his / her functions and duties.
Credit shell, refund:
a) In case denied boarding passenger request to credit shell or refund: Make
credit shell or refund for passenger (exempt refund fee).
b) Notice: In case denied boarding passenger request to credit shell/ refund,
BAV still had to make compensation for denied boarding passenger.

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Handling procedures
a) In principle, denied boarding accordance to the section 2.7.2.3.1 above.
However, depending on the actual situation at the airport, BAV Supervisor
will proactively select appropriate passenger to deny so that the flight not
have seat available.
b) Before opening check-in counter, BAV Supervisor must check flight status,
as soon as identifying the shortage of space on the flight, BAV Supervisor
immediately plan to deny passengers, include:
1) Quantity of passengers shall be denied boarding.
2) Select passengers shall be asked for voluntary denied boarding.
3) Provide solutions about alterlation flight, compensation and services in
the waiting time.
c) Inform the denied boarding and solutions to GSP.
d) After indentifying the denied boarding passengers, BAV Supervisor rebook
and provide services to passengers in the waiting time.
e) BAV Supervisor provide passengers compensation and complete payment
documents.
Handling policy for denied boarding passengers departing from EU or
UK
a) Denied boarding passenger means a passenger is refused to carry on a
flight, although they have a confirmed ticket and presented themselves for
boarding, except where there are reasonable grounds to deny them
boarding, such as reasons of health, safety or security, or inadequate travel
documentation;
b) When an operating air carrier reasonably expects to deny boarding on a
flight, it shall first call for volunteers to surrender their reservations in
exchange for benefits under conditions to be agreed between the
passenger concerned and the operating air carrier. Volunteers shall be
assisted in accordance with Section 2.7.1.8.4 (a), such assistance being
additional to the benefits which was agreed
c) If an insufficient number of volunteers comes forward to allow the remaining
passengers with reservations to board the flight, the operating air carrier
may then deny boarding to passengers against their will, In this case, the
passengers concerned shall be:
1) Rerouting or refunding:
Applied as the cancellation flight policy mentioned at Section 2.7.1.8.4
(a)
2) Right to care:
(b)

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3) Compensation
(c)
Misconnecting Flight Passenger
Definition
a) Connecting passengers: Passengers transfer from one flight to another on
the same day or different day with connecting time not exceeding 24 hours.
b) Online connecting passengers: Passengers transfer from BAV flight to
another BAV flight.
c) Interline connecting passengers: Passengers transfer from BAV flight to
another airline’s flight which has interline agreement with BAV or vice versa.
d) Missconnecting flight passengers are those who fail to make the connection
according to the itinerary determined on their tickets.
Causes
Due to the departure flight is delayed/cancelled or connecting flight is early
which affects the connection of passengers.
Handling policy
The liability of Bamboo Airways for online connecting passengers with tickets with
same PNR and tickets.
When the departure flight is delayed/cancelled or connecting flight is early,
which affects the connection of passengers, BAV Supervisor at the departure
station (for the delayed/ cancelled flight which were announned before STD
of departure flight) and BAV Supervisor at connecting station (for all cases of
delayed/ cacelled) give appropriate solution. The alternative arrangement
solutions are stated as following order:
a) Alter to other BAV flights both departure and/or connecting flight so that
passengers arrive at final destination
b) Recommend OCC/Helpdesk to delay the connecting fight (depend on the
number of connecting passengers). The delay time is no more than 15
minutes to STD.
c) Alter other airline’s flight which the same segment: applicable conditions as
section 2.7.1.6.2 above.
d) Passenger will be provided services when waiting for the subsisting flight
as delayed flights at Section 2.7.1.6.4.
The liability of Bamboo Airways for online connecting passengers with 2 separate
tickets & PNR for the whole itinerary.
a) BAV shall be responsible for handling all procedures relating to rerouting,
rebooking or refund without any additional charge.
b) Exemption from liability for services provision at transfer airport.

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The liability of Bamboo Airways for passenger has the other airlines’ ticket for the
first sector (s) and has BAV ticket for the next sector (s)
a) BAV shall be responsible for handling all procedures relating to the tickets
for the sectors that follow such as rerouting, rebooking, refund. All the
expenses for these (if any) shall be paid by passengers.
b) Exemption from liability for services provision at transfer airport.
The liability of Bamboo Airways for passenger has BAV’ ticket for the first sector
(s) and has other airlines’ ticket for the next sector (s)
a) BAV shall only takes its liability for the sector(s) operated by Bamboo
Airways, and shall not take any liability for any sector(s) operated by other
carriers. This is in line of the fact that the ticket is a contract between the
carrier and its passengers and the contract shall be terminated when the
passenger completes the flight or after refund. Accordingly, tickets of other
airlines are not contracts between BAV and the passengers. However, in
such cases as changes of itinerary or part thereof, transfers or refund of
tickets due to delay or cancellation of BAV preceding flights, Bamboo
Airways shall assist the passengers with rerouting, rebooking,
rescheduling… but all the expenses arising from these actions shall be paid
by thepassengers, not by Bamboo Airways.
b) BAV is exempt from all liability for alternation flight and services provision.
Flight Diversion
Definitions
Flight diversion is the flight which diverts to a different airport from original
destination.
Causes
a) Forced landing due to unfavorable weather conditions, such as: fog,
typhoon, or airport closure at the original destination.
b) Technical reason
c) There are unusual incidents on board such as passengers need medical
assistance….
Handling policy:
Alternation of flight
a) BAV can arrange flight to the original destination:
1) In case the flight can continue to the original destination, but passenger
does not want to continue the flight: Alternate passenger to the closest
available BAV flight or supporting inland transportation to the orginal
destination.
2) If passenger disagree with BAV’s arrangement above, BAV Supervisor
make the report and BAV shall not be liable for divert flight

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b) BAV can not arrange flight to the original destination: supporting inland
transportation for passengers to the original destination in the itinerary
Rate of supporting inland transportation payment
a) Airports in Vietnam: the rate of supporting payment according to Section
2.7.1.5.3
b) Other airport outside of Vietnam, based on actual cost of the country, the
rate of supporting inland transportation payment will be approved by
Director of Services & Ground Operations.
Handling Procedures
a) Advising Passengers
1) The appropriate announcements should be made as soon as possible
even though there might be an indefinite ETD.
2) Notify that a further announcement will be made at a stated time, and
ensure to follow up.
3) Further announcements should be made at promise time and ensure all
passengers hear the announcements.
4) Delay reason in announcement should be factual, simple and consistent.
5) Ensure that at least one uniformed member of the staff is attending to the
passengers.
b) Refreshment or Meals
Coordinate with airport restaurant for the arrangements of serving
refreshments or meals and the following has to be considered:
1) Time and the duration of the delay.
2) Time of the last meal was served.
3) Time required for the preparation of the meals.
c) Complimentary Message
1) Passengers affected by a diverted flight should be provided with delay
message cards.
2) Information on the delay and revised arrival time should be made known
to the destination station.
3) Adjustment is also necessary for the delayed passengers onward
connection and hotel reservation.
4) All delay message forms must be collected from passengers,
consolidated and dispatched to the respective Station Manager for further
transmission by phone to individual persons.
5) Messages shall be accepted for dispatch to passenger’s destination only.
6) Stations affected by diverted flight may contact destination station to
transmit messages to individual persons by phone.
d) Transfer or Reroute

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1) The most senior Airport Services personnel shall be responsible to
transfer or reroute passengers if it is necessary.
2) Transfer or reroute passenger to the first Bamboo Airways flight or
another Bamboo Airways pool partner flight.
3) Priority should be accorded to VIP, CIP, Bamboo Business Class and
Bamboo Club First/ Diamond passengers with immediate onward
connections and other special passengers.
4) Keep a record of passengers transferred or rerouted to other flights for
further reference.
e) Special Passengers
1) Refer to incoming TPM, PSM to identify names of special passengers.
2) Offer highest priority to VIP, CIP, Bamboo Business Class or Bamboo
Club First/ Diamond for whatever arrangements are made.
3) Provide delay message forms or complimentary calls on discretion.
4) MEDA cases should be accommodated at a special room at the airport
clinic and attended by a doctor.
5) YPTA or UM to be attended by special staff and refreshments or meals
to be provided to them.
6) Destination station should be sent an email regarding the late departure
of the diverted flight and brief them on the expected arrival time at their
station.
f) Hotel and Transportation
In the event a diverted flight is grounded and a night stop is confirmed:
1) Check on the availability of hotel rooms and transport.
2) Plan for all passengers to be accommodated at one hotel.
3) Keep a record of passenger’s checked-in baggage taken to hotel.
4) Issue passenger information notices to passengers on the hotel and
transport arrangements.
5) All passengers should be kept at the hotel until the confirmed ETD is
known
6) Advice stations about the arrangements made and advise the new arrival
time of the flight.
Aircraft Return to Base
Introduction
This is a situation when an aircraft returns to the station after it has taken-off
either due mechanical problems, weather or any other forms of emergency.
When this happens all activities should be planned to handle the passengers
efficiently.
Transfer or Rerouting
If it is expected for the flight to be delayed for a long time:

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a) Liaise with Reservations Control for seats on the first available flight.
b) If expected flight to be cancelled, announcements should be made to
transfer or reroute passengers to other carriers.
c) Priority of transfer or reroute should be for passengers with immediate
onward flight and special passengers.
d) Records of passengers transferred to other flights should be kept.
Handling Procedures
a) Announcements
Ensure to announce and inform passenger the reason of the disruption,
duration of delay and new ETD appropriately as soon as the passengers
are brought to the departure/holding lounge.
b) Meals and Refreshments
1) Arrange for refreshments or meals to be served in departure lounge or
restaurant.
2) When decision made to serve meals the following has to be considered:
i. Time and the duration of the delay.
ii. Time of the last meal was served.
iii. Expected time of next sector meal.
iv. Time required for the preparation of the meals.
c) Complimentary Messages
1) Distribute delay message forms to passengers.
2) Ensure delay message forms are collected and actioned.
3) Complimentary calls may be provided at the discretion of person in
charge
4) Contact the station concerned to contact friends/relatives of affected
passengers.
5) Issue delay information notices to passengers on the arrangements that
have been made.
d) Special Passengers
1) Refer to PSM or TPM and identify the special passengers.
2) Assign special or additional staff to attend to them.
3) Every attempt must be made to transfer VIP on the next available flight.
4) UM/YPTA must not be transferred unless approval is received from
destination station. If night stop is involved, email must be dispatched to
destination station to notify the UM/YPTA’s parents or guardians.
e) Hotel and Ground transportation

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1) If the flight is finally cancelled or postponed to the next day, provide Hotel
and Ground transportation if required.
2) Check on availability of hotel rooms and transport.
3) Try as far as possible to accommodate in one hotel.
4) Keep a record of passengers at the hotels and telephone contacts of their
residence.
5) Hold passengers at hotel until definite ETD is known.
6) Assist passengers through CIQ formalities.
Change of Aircraft
Introduction
a) Most of the time, the aircraft type for a flight is maintained as scheduled.
However there are times when it is necessary to substitute a different
aircraft type to meet operational request.
b) The problem arises when the aircraft change takes place after flight has
already opened for check-in and it involving to a different type of aircraft.
c) Change of aircraft will result in different seat configuration and load capacity.
If too difficult to meet most of the passenger’s seat preference, it is
recommended to declare free seating for economy class passenger (to
avoid delay).
d) When this situation arises, all affected passengers must be notified as soon
as an aircraft change is known. The following procedures should be
efficiently carried out by the various sections when aircraft change occurs.
Handling Procedures (Check-In Counter/Passenger Handling)
a) Advice to Passengers
1) All passengers must be advised of the change of aircraft.
2) Announcements must be made on the ETD of the flight
b) Transfer or Rerouting
1) If it is known that the change in aircraft necessitates offloading of
passenger, every effort must be made to transfer or reroute passengers
on the first available Bamboo Airways flight.
2) When a prolonged delay is expected, arrangements should be made with
Reservations Department for allocation on alternate flights.
3) New boarding passes should be printed and exchanged with passenger’s
old boarding passes.
4) Close coordination should be made with Ramp Services in order to
transfer passenger’s check-in baggage.
c) Meals or Refreshments
1) Refreshments should be provided as policy mentioned at Section
2.7.1.8.3.

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2) Coordinate with restaurant on the type, number of meals to be prepared
and duration it would take to prepare the meals.
d) Complimentary Message (for long delays)
Delay message cards must be distributed to all passengers for the
following follow up actions:
1) Telephone friends/relatives of passengers at destination station, if
required.
2) To readjust passengers hotel reservations.
e) Special Passengers (for long delays)
1) Identify all special passengers from Departure Control System (DCS),
PSM.
2) Ensure priority is given to special passengers when transferring or
rerouting is decided.
3) Assign staff to attend and take care of special passengers needs.
4) Dispatch delayed messages for UM/YPTA.
5) UM/YPTA should not be transferred or rerouted unless confirmation has
been received from destination station.
7) All FCL, CCL, VIP passengers should be escorted to the lounge and all
further information should be conveyed to them.
f) Load Control Activities
1) To liaise with Crew Dispatch Centre and Cabin Crew Department on the
crew changes.
2) To obtain and update the General Declaration (GD) on the revised crew
name.
3) To coordinate with Flight Operations if there is any change to the fuel to
be uplifted.
4) To recalculate payload and Zero Fuel Weight (ZFW).
5) To coordinate with Cargo Services Department if any offloading or
additional loading is necessary.
6) To re-plan the loading instruction and instruct Ramp Services staff of the
changes.
7) To trial trim so that an out of trim situation could be avoided.
8) To prepare a new load sheet.
g) Ramp Services Activities
1) Arranged manpower and equipment required for Deadload transfer to
another aircraft.
2) Offload and re-load according to the new loading instructions as planned
by Load Control personnel.

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3) Avoid damage and accord proper loading of following Deadload:
i. Dangerous Goods
ii. Perishables
iii. Live Stock
Handling of Late Show at Check-In Counter
a) For a passenger who holds a confirmed ticket but shows up at check-in
counters when all counter for his/her booked flight are already closed,
check-in agent will act following actions:
1) Inform regulations about closing time for check-in BAV’s flights: Check-
in will be closed 40 minutes before STD (domestic flights) or 50 minutes
before STD (international flight).
2) Based on the flight OTP, BAV Supervisor Counter in charge will make
decision of accept the passenger on-board. Whenever acceptance given
out, Supervisor informs to concerned departments/divisions (load control,
loading…) for further handlings.
3) All actions must be finished within five (05) minutes after counter closed.
In case of denied check-in, BAV will arrange the next available flight to
the late-show passenger and surcharges will be applied as BAV current
policy applied.
b) If late show passenger shows up at check-in counter during stand by
passenger is being checked: the standby passenger is accepted and
boarding pass has been issued, explanation must be given to the late show
passenger in such case, otherwise, the late show passenger is accepted
and standby passenger will be transferred to other flights.
c) Any update of passenger figures, bag figures must be informed to Load
Control division, if those changes happened after counters closed.
d) Gate closure: The current operations standards setting closed time for
boarding gate: 15 minutes before STD. If the gate is closed, the late show
passenger cannot board for the flight. And under no circumstances should
the aircraft be recalled back to the gate or for ground staff to demand that
the door is opened to board a late passenger, especially after the crew have
closed the door and satisfied their safety checks.
e) Any update of passenger figures, bag figures must be informed to Load
Control division, if those changes happened after gate closed.
f) Passenger WITHOUT himself present at opening time of check-in counters:

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To those who presents after counter closed: The current BAV’s

regulations sates that: Check-in counters will be closed for check-in at
40 mins before STD (applied to Domestic Flight), 50 mins before STD
(applied to International Flight). Passenger who shows up at check-in
counters within 40 mins before STD (applied to Domestic Flight), 50 mins
U U
before STD (applied to International Flight), his booking will be BULK-

MOVE to the next available flight for the same route and surcharge will
be applied. Otherwise, based on T & C for each type of tickets, the ticket
will be forfeited the seat and cannot demand for refunds free of charge.
Refunds will be based on ticket conditions.
g) Passenger WITHOUT himself present at opening time of boarding gate:
Based on T & C for each type of tickets, the passenger who purchases
ticket but does not show up at the boarding gate within the last 15 mins
before departure will be forfeited and cannot demand for refunds free of
charge. Refunds will be based on ticket conditions.
Handling of Go-show at Check-in Counter
a) There are 2 categories of Go-Shows:
1) Passenger turns up at the airport and wants to purchase a seat (Flight is
available)
2) Passenger turns up at the airport and wants to purchase a seat (Flight is
full). This can only be called a Standby (SBY) passenger.
b) Once BAV Supervisor in charge accepts go-show passenger, the following
steps shall be followed:
1) Supervisor issues Service Order form indicating go-show with
passenger’s full name and flight information, including: flight number,
date of travelling and destination. Base on T & C, the ticket bought at the
airport ticketing office (ATO) always includes FBA - Bamboo Economy
(excepts for Economy Saver Max) or Bamboo Business ticket.
2) Passenger shall be guided to have booking and make payment via ATO.
3) Once payment has been made completely with confirmed booking
number, check-in agent will check passenger in with his/her bag, if any.
4) Confirm with passenger about flight number, destination, boarding gate
and boarding time, seat number. This is important to comply with security
and safety issue to avoid acceptance of wrong passenger.
5) If passenger has checked bag, check-in agent confirms with passenger
about total bag accepted, weight and final destination.
c) Handling of goshow/standby passengers in case Economy class is full and
Business class still has seats available
1) In principle, GO Representative/Airport ticketing staff convince
passenger to buy Business ticket/pay Business class upgrade fees.

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However, in case passenger only accepts to purchase/ use Economy
class ticket, GO Representative at the airport shall select passenger in
order of priority for involuntary upgrading to free up space for
goshow/standby passenger.
2) Check-in for goshow/standby passenger on Economy class.
3) Do not involuntary upgrade for this passenger.
Handling of Standby Passenger
a) Handling before closing out: In case of being well informed about the flight,
such as: no-show and miss connecting passengers are informed in
advance, seats are available, standby passenger… will be checked-in
when he presents at check-in counter.
b) Handling at last minute check-in time: In case of not being well informed
about the flight (capacity restriction), standby passenger will be checked-in
if seat available. The check-in time for standby passenger is not more than
five (-5) minutes from closing out. The total five (05) minutes is applied for
handling late show pax.
c) The handing of standby passengers bases on the method “first comes, first
serve” except priority cases that are specified in certain chapter of this
Manual.
d) The boarding pass of standby passenger once they are approved and
checked-in, shall include:
Due to security reason, all type of boarding pass shall include:
1) Passenger’s name which matches to passenger’s document, traveling
identification.
2) Flight number,
3) Departure date,
4) Destination,
5) Sequence number, Seat number.
Handling of over sales
Definition
It is also commonly called overbook. Oversold flights means that there are
more passengers holding confirmed reservations than there are seats
available (seat capacity of the aircraft).
Types of over sales
a) Commercial: The airline allowed the flight to be over booked
b) Operational: Due to an aircraft change there are now less seats
c) This Standard Operating Procedure is for Commercial oversales which are
forecasted by Route Revenue. The level of oversale is based on historical
experience.
d) The following rules will be used to determine which flights can be oversold:

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1) Do not oversale in Business Class
2) Do not oversale for all domestic routes with only one (01) daily
frequencies on the sector and/or for routes to/from Con Dao airport.
3) The last flight departure of the day may not be oversold.
4) Do not oversale for flights during the Holiday and New Year period.
Compensation for Denied Boarding
a) Any passenger who has a valid booking and has presented themselves at
check-in before check-in counter closed time but is unable to be checked-
in due to overbooking is considered to be a denied boarding passenger.
b) This passenger will be moved to the next scheduled flight and should be
offered the compensation mentioned at Section 2.7.2.
c) Any passenger arriving after counter closed time will be refused and must
be handled as a no-show.
Flight Editing
One day before date of departure, should the flight be oversold, BAV
Supervisor will undertake the following duties:
a) Check the manifest for the following:
1) Staff ID Ticket
2) Duty Travel
b) During the pre-flight briefing, Supervisor will highlight which flights are
oversold and the number of passengers holding ID ticket.
c) Check-in agents must check all passengers’ flight itineraries for a ID ticket
prior to check-in.
d) Agents must advise the passenger the status of the flight, hence, the
reason to deny them at the point of check-in. Refer to Day Of Departure on
the handling of ID Ticket and Duty Travel.
e) The following order shall be applied for the identification of denied boarding
passengers:
1) Staff and passengers having ticket with STANDBY status (in order of
ticket class: U2, Economy, U1, Premium, Business),
2) Discount ticket (ID/AD), Staff and passengers use FOC tickets with
confirmed status,
3) Passengers use Economy tickets (in order: Saver Max, GA, GL, Bamboo
4) Emerald Tier members of Bamboo Club,
5) Group passengers,
6) Staff use U1 class ticket
7) Gold Tier members of Bamboo Club,
8) Passengers use Economy Flex ticket
9) Passengers use Premium tickets (in order: Smart, Flex)

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10) Passengers with relatives (father, mother, spouse, children, siblings) are
11) Courtesy passengers: disability, Contributed-to-Revolution passengers,
12) Diamond Tier members of Bamboo Club
13) Passengers were denied on the previous flight because of BAV’s fault,
14) Business Class passengers (In order: D5, D4, D3, Bamboo Business,
15) First Tier members of Bamboo Club
16) Passengers holding connection tickets (BAV’s responsibility),
17) Passengers who are denied entrying or visas shall be expired before the
18) VIP, CIP, Chairman of FLC Group (In order of VIP, CIP, Chairman of FLC
19) Positioning Flight Crew
Handling at check-in counter:
a) ID Ticket Passenger/ Staff
The following category of passenger will be handled as follows:
1) When agents sees a ID booking class, the passenger must be advised
on the status of their booking is now subject to load due to the flight
oversold.
2) Passenger/ staff must return to the counter at minus 10 minutes prior to
counter closed time. Passenger must be advised that any excess
baggage, payment must be made prior to acceptance.
b) Collection of Excess Baggage
The following procedure will apply should passenger/staff have excess
baggage:
1) Weighed the baggage
2) Complete the Charge Order
3) Advise passenger/staff to pay for the excess baggage before 60 minutes
minus ETD.
4) At minus 60 minutes when they have to return to the check-in counter,
excess baggage MUST be paid and they must be able to provide the
Receipt.
Note: If excess baggage is not paid and seats are available at flight
closure, passenger/staff may be refused to avoid delay to check-in and
consequently delaying the aircraft.
c) Upon flight closure, if all the booked passengers have checked in, meaning
the flight is now full, passenger will be extended the following:

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1) “Move Flight”: The passenger should be checked in and baggage tagged
on the subsequent flight immediately to ensure they do not experience
further delays.
Note: Passenger baggage must be accepted and stored in a sterile
area where there is no opportunity for pilferage and/or any other
baggage irregularities. Ensure bag is loaded on the “Move Flight”.
2) Normal compensation offered to passengers for delay flights.
3) Passengers or staff traveling on Staff coupons are NOT eligible for
compensation.
d) Duty Travel
1) If staff produce booking under D1 booking class must be checked-in as
normal.
2) If staff produce booking under U1 booking class must be checked-in as
priority order.
3) Duty Travel staff “Move Flight”, will be handled as follows:
i. “Move Flight”: The staff should be checked in and baggage tagged
on the subsequent flight immediately to ensure they do not
experience further delays.
ii. No compensation will be offered to staffs for delay flights.
iii. Staff traveling on Duty Travel are NOT eligible for compensation
e) Involuntary Denied Boarding
Passengers will be checked-in on a first-come first-served basis. If a flight
is overbooked and everyone presents themselves for check-in within the
required time frame, the remaining passengers will not be able to fly on
that flight. These are involuntary denied boarding passengers who will
have to travel on the next scheduled flight.
f) Involuntary Denied Boarding Compensation (DBC)
1) At check-in as a service recovery measure, the company will offer
compensation to denied boarding passenger.
2) Staff travelling on Duty Travel, Staff ID Tickets are NOT eligible for
compensation.
Oversales on flights from US - US DOT 14 CFR Part 250
Handle passengers requested volunteers for denied boarding
a) In the event of an oversold flight, BAV shall request volunteers for denied
boarding before using any other boarding priority.
b) In case passengers give up their seats voluntarily, BAV shall offer
passengers incentives:
1) Free or reduced rate air transportation as compensation. BAV shall
disclose all material restrictions, including but not limited to administrative

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fees, advance purchase or capacity restrictions, and blackout dates
applicable to the offer before the passenger decides whether to give up
his or her confirmed reserved space on the flight in exchange for the free
or reduced rate transportation. If the free or reduced rate air
transportation is offered orally to potential volunteers, BAV shall also
orally provide a brief description of the material restrictions on that
transportation at the same time that the offer is made; or
2) An acceptable amount of compensation but not greater than the
compensation for the passenger who is denied boarding involuntarily.
Handle passengers denied boarding involuntarily
a) Denied boarding passengers are NOT eligible for compensation in the
following situations:
1) The passenger does not comply fully with the carrier's contract of carriage
or tariff provisions regarding ticketing, reconfirmation, check-in, and
acceptability for transportation;
2) The flight for which the passenger holds confirmed reserved space is
unable to accommodate that passenger because of:
i. substitution of equipment of lesser capacity when required by
operational or safety reasons; or
ii. Weight or balance restrictions that apply to planes with 60 or fewer
seats for operational or safety reasons;
3) The passenger is offered accommodations or is seated in a section of the
aircraft other than that specified on the ticket at no extra charge, except
that a passenger seated in a section for which a lower fare is charged
shall be entitled to an appropriate refund; or
4) BAV arranges comparable air transportation, or other transportation used
by the passenger at no extra cost to the passenger, that at the time such
arrangements are made is planned to arrive at the airport of the
passenger's next stopover or, if none, at the airport of the final destination
not later than 1 hour after the planned arrival time of the passenger's
original flight or flights.
5) Charter Flights - A flight contracted for a specific trip that is not part of
an airline’s regular schedule.
6) Flights Departing a Foreign Location - International flights to the United
States.
b) Situations when denied boarding passengers ARE eligible for
compensation if passengers are not denied boarding from a flight for one
of the reasons above:
1) Have a confirmed reservation,
2) Checked-in to your flight on time,
3) Arrived at the departure gate on time, and

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4) BAV cannot get passengers to the destination within one hour of
passengers’ flight’s original arrival time.
c) Amount of denied boarding compensation for passengers denied boarding
involuntarily
Length of Delay Compensation
0 to 1 hour arrival
No compensation
delay
1 to 4 hour arrival 200% of one-way fare but not higher than
delay $775)
Over 4 hour arrival 400% of one-way fare but not higher than
delay $1,550)
d) Time of compensation
1) BAV shall offer passengers compensation at the airport on the same day.
2) If BAV provides substitute transportation that leaves the airport before
BAV can pay the passenger, BAV shall pay the passenger within 24
hours of the denied boarding incident.
e) Notification to denied boarding passengers
1) BAV shall furnish passengers who are denied boarding involuntarily from
flights on which they hold confirmed reserved space immediately after
the denied boarding occurs, a written statement explaining the terms,
conditions, and limitations of denied boarding compensation, and
describing the carriers' boarding priority rules and criteria.
2) Content of the statement: refer to US DOT 14 CFR Part 250.9
f) Notes
1) BAV shall not deny passengers permission to board, or remove
passengers from the flight if passengers have already boarded the flight:
i. Passengers have checked-in for the flight before the check-in
deadline set by BAV; and
ii. A gate agent has accepted passenger’s paper boarding pass or
electronically scanned passengers’ boarding passes and let
passengers know that they may proceed to board.
2) However, BAV shall deny boarding or remove passengers from a flight
even after accepting passengers’ boarding passes and informing
passengers that passengers may proceed to board if the denial or
removal is due to a safety, security, or health risk, or due to a behavior
that is considered obscene, disruptive, or otherwise unlawful.
g) Document storage
Records on cases of denied boarding passengers are kept for at least 2
years.

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Passenger confidentiality
a) BAV staff is NOT to reveal information of our passenger to any
unauthorized person or persons other than those mentioned in our Terms
and Conditions.
b) This includes person or persons who claim to be employers, agents, well-
wishers, friends, relatives or spouses of our Passenger.
c) As an example, there are many instances where person or persons call us
by phone or are present personally at our sales office or check-in counters
requesting to know if such-and-such a person have a booking or has
checked-in or is manifested or has traveled etc. Under such circumstances,
NO information or confirmation on our Passenger may be revealed.
d) For booking made and payment by traveling agents, if any staff receives
requests from passenger who wants to know about the fare/add-on service
charges that he pays to traveling agent, the staff should assist him to BAV’s
airport ticketing counter for details of payments listed exactly by the system.
Change of service class
General rules
a) Change of service class is a change of service class that has been
confirmed by the carrier to be a higher or lower class.
b) Upgrade (UPG) is the change of service class from lower to higher class.
c) Downgrade (DNG) is the change of service class from higher to lower class.
d) Involuntary Upgrade/ Downgrade (UPGI/DNGI) is the change of service
class required by BAV and it is out of customer's original intent.
e) Voluntary Upgrade/ Downgrade (UPGV/DNGV) is the change of service
class at the discretion of passenger and accepted by BAV.
Service standards
Involuntary downgrade (DNGI)
a) DNGI Order:
1) Passengers who are using free of charge/ reduced fare tickets (AD/ID).
2) Passengers who are not members of BBC.
3) Emerald Tier members of BBC
4) Gold Tier members of BBC
5) Diamond Tier members of BBC
6) First Tier members of BBC
7) VIP, CIP (In order of VIP, CIP handling policy)
Note:
i. The priority order in case of the same category passengers: D5,
D4, D3, Bamboo Business, Smart, Flex, D2, D1.
ii. Passengers using BBC's award tickets are given the same priority
order as regular passengers.

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b) Subject of application:
Passengers with confirmed and valid tickets at high class must change
to lower class due to reasons that are out of their expectation .
c) DNGI principles:
1) DNGI is required to change from high class to right after lower class.
2) In the event that both high class and low class are not available, first of
all, it is necessary to transfer some low class passengers to other flights,
then perform DNGI by the order stated above.
d) Service standards:
Involutary downgrade passengers are entitled to enjoy service
standards of the original booking class such as free baggage
allowance, business lounge (if any), etc. However, standard of meals
and drinks on the flight will be provided as other passengers on the
same service class after passengers are downgraded.
e) Refund of ticket fare difference:
Follow BAV regulations (Trade and Commercial Policy)
f) Goodwill compensation:
1) Apart from above refund of ticket fare difference, passengers will receive
additional goodwill compensation as following:
Amount
Flight Distance
Domestic Flight
200.000 VND
Under 500 km
300.000 VND
400.000 VND
25 USD
Under 1000 km
50 USD
80 USD
150 USD
2) Note:
i. Do not apply the above goodwill compensation rate to passengers
using free of charge/ reduced fare tickets (except for passengers

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using BBC award tickets). Passengers will only be refunded the
fare difference according to regulations.
ii. Goodwill compensation will be paid in cash at BAV Supervisor
counter at the departure airport.
g) For flights departing from Europe: If an operating air carrier places a
passenger in a class lower than that for which the ticket was purchased, it
shall within seven days, BAV shall reimburse 75 % of the price of the ticket
(basic fare) for that flight.
Upgrade
a) Upgrade priority order:
1) Standard upgrade at the counter in case Business class seat is still
available:
i. VIP, CIP passengers (in order of VIP CIP handling policy)
ii. Passengers using commercial tickets/prepaid card
tickets/sponsorship tickets/reward tickets/group tickets pay
service upgrade fees at the airport.
iii. Staff standard ticket of G2 & G1 grade (including G2, G1 and
relative) (in case Business class seat is not avaiable during
booking process or the change of the aircraft from an aicraft
operated without Business class to an aircraft with Business
class)
iv. Positioning pilot (in case Business class seat is not avaiable
during booking process or the change of the aircraft from an aicraft
operated without Business class to an aircraft with Business
class)
v. Staff standard tickets (including employees and relatives) –
including confirmed or standby mode if accepted for check-in on
the flight are paid for the service upgrade fee at the airport.
vi. BAV leaders with personnel level of G6 and higher (from G6 to
G3) on Business travel (Including confirmed tickets or standby
mode if accepted for check-in on the flight)
vii. Staff tiket of G4/G3 grade (not including relatives)
2) Standard upgrade at the departure gate in case Business class seat is
still available
i. Pilots, Cabin Crews, BAV Employees on duty, on positioning flight
duty, onboard the aircraft for duties (named on the flights’s GD
list), does not include going for meetings, events, training,
medical, exeminations, etc...
ii. Staff standard ticket of Pilot (not including relatives)
iii. Relatives of G4/G3 grade using staff standard tickets.

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3) Involuntary upgrade at the departure gate in the event flight is over-
booked at lower class or weight and balance reasons, etc.
i. G7/G8 grade on Business trip; Station Manager/Deputy Station
Manager on Business trip.
ii. First Tier members of BBC
iii. Diamond Tier members of BBC
iv. Passengers who are internal staff use confirmed free of charge
tickets (U1 or U2 fare class).
v. Passengers who are internal staff use standby free of charge
tickets (U1 or U2 fare class) if accepted for check-in on the fligh
vi. Passengers use Economy Flex tickets
vii. Gold Tier members of BBC, Emerald Tier members of BBC
viii. Polite and formal economy class passengers
b) Services standard
1) For passengers who are standard upgraded at the counter in case
Business class seat is still available
i. Business class lounge access for Domestic and International
flights (Not applicable for passengers on (a) (1) (vi) & (a) (1) (vii)
list)
ii. Allowed to use means of transport for Business class passengers
(for passengers on (a) (1) (vi) & (a) (1) (vii) list: Allowed to use
means of transport for Business class passengers incase the flight
has other commercial; In case there is no Business class
passenger: use means of transport for Economy class
passengers)
iii. Allowed to check-in at Business class counter.
iv. Entitled free baggage allowance according to the standard of
Business class passengers
v. Served catering service as Business class standard.
vi. Allowed to use service and entertainment compartment as
Business class standard.
vii. Allowed to use inflight non-consumable standard service.
viii. Allowed to use inflight consumable standard service (Not
applicable to passengers on (a) (1) (vi) & (a) (1) (vii) list)
2) For passengers who are upgraded at the departure gate
i. No Business class lounge access for both Domestic and
International flights
ii. Not allowed to use means of transport for Business class
passengers
iii. Not allowed to check-in at Business class counter

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ix. Entitled free baggage allowance according to the purchased
service class standard. Not applicable the free baggage
allowance standard of Business class passengers
x. Served catering service as Business class standard. However, in
listed cases, catering service of the purchased service class
standard is applied:
- In case of not timely ordering additional Business class meals
- In case the number of Business class meals is not enough for
all Business class passengers of the flight.
- In case the flight does not have other Business passengers
xi. Allowed to use service and entertainment compartment as
Business class standard.
xii. Allowed to use inflight non-consumable standard service.
xiii. Not allowed to use inflight consumable standard service
c) General principles
1) Upgrading only applies to passengers holding valid and confirmed tickets
(except for the case that passengers use business tickets U1 and internal
tickets – staff standard tickets U2)
2) Involuntary upgrading applies to those who are upgraded according to
the remaining subjects in case the flight is over-booked at lower class or
weight and balance reasons, or to free up seats for goshow/standby
passengers at the airport;
3) Involuntary upgrading is not applicable for passengers with excessively
heavy cabin luggage, children under 12 years of age, elderly people,
family with children or passengers who may have behavior annoying
passengers in higher class.
4) Do not apply involuntary upgrading for group passengers if the whole
group cannot be upgraded.
5) When performing involuntary upgrading for multi-segment flights,
passengers arrive at the first airport will be upgraded first, then to the
passenger at the second airport and continue to implement this principle
for passengers down to the next airport.
6) Standard upgrading at the counter in case Business class seat is still
available is implemented right at check-in counters.
Note:
i. In case there are many passengers satisfying standard upgrading
conditions, the upgrading priority follows the order mentioned
above.
ii. In case there are many passengers with the same upgrading
priority order, serve as the principle "first come first serve".

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7) If the upgrading is required after the completion of check-in procedure, it

must be implemented on the basis of careful examination and selection
of passengers based on the priority order above. Passengers upgraded
shall be changed the boarding pass at the boarding gate.
8) Passengers with polite and formal costumes are preferable for upgrading.
9) When performing upgrading, pay attention to the ability of supplying
special service requests such as special meals, etc.
10) Do not assign seats for involuntory upgraded passengers at the first row
11) Should assign seats at last row of Business class for passengers
upgraded at the boarding gate.
d) Service Cost: BAV take responsibility for all cost incurred in case of UPGI
e) For flights departing from Europe: If an operating air carrier places a
passenger in a class higher than that for which the ticket was purchased, it
may not request any supplementary payment.
Voluntary Downgrade - DNGV
a) Subjects and scope of application:
1) At the airport, passenger having high class ticket requests for a lower
class ticket with lower fare, as a “goshow” passenger.
2) Passenger has a high class ticket but fails to confirm this ticket status on
purchased class.
3) Passenger has a confirmed status ticket but his/ her name is not found in
the check-in system.
b) Service standards:
DNGV passengers are entitled to enjoy the service standards of the
lower class that passengers voluntarily change to in both ground and
inflight services.
c) Refund of ticket fare difference:
Passengers are not allowed to refund the ticket fare difference.
Voluntary Upgraded- UPGV
a) Subjects and scope of application:
UPGV is applicable to all passengers desiring to change to a higher
service class if it is available.
b) Service standards:
UPGV passengers will be entitled to all privileges for the new class
service that passengers voluntarily change to.
c) Collection of ticket fare difference:
Follow BAV Trade and Commercial Regulations

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Handling Procedure:
Handling procedure for DNGI:
a) Preparation:
1) When considering the flight status and determining the ability to perform
DNGI, BAV Supervisor needs to plan in advance. This plan must include
the following contents: number of intended DNGI passengers, selected
passengers for DNGI, the time to notify DNGI passengers .
2) BAV Supervisors brief the DNGI plan to GSP to prepare and coordinate
implementation. This aims to ensure a smooth and on-time flight.
b) Notification to passengers:
1) After having selected passengers for DNGI, BAV Supervisor directly
meets and explains to passengers in a gentle and polite way about the
change of service class as well as sevice standards and benefit. When
explaining to passengers, BAV Supervisor should use the term "Service
class change” instead of the term "service downgrade".
2) BAV Supervisor then delivers apology letters (signature included) to
passengers. This form shall be printed and available at the airport.
c) Completion of ticket fare difference refund and payment of goodwill
compensation to passengers
1) BAV Supervisor refunds ticket fare difference and compensates goodwill
for passengers based on BAV Regulations.
2) When compensating goodwill, BAV Supervisor shall ask the passenger
to sign "Payment Receipt". This receipt consists of 3 copies:
i. 01 white copy: This will be sent to the BAV Finance and
Accounting Department along with a copy of passenger ticket to
complete the payment procedures.
ii. 01 pink copy for passenger.
iii. 01 blue copy for BAV Supervisor.
d) Notification to relevant departments
1) BAV Supervisor is responsible for notifying relevant departments
(catering service, etc.) for service preparation.
2) Notify pilots in command and flight attendants via the "Special information
for cabin crew" form to prepare for service.
3) Notify the next airports in the passenger’s itinerary so that these airports
shall have plans to change service class in the next airport (if necessary)
as well as pay attention to take care of the passenger during his/ her
journey.
e) Recover the original service class:
1) In case after completing the refund of ticket fare difference for DNGI, the
original sevice class is available, the passenger’s ticket class will be

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recover to the original service class. The priority order is only after VIPB,
VIPC and Group President.
2) BAV Supervisor or ATO agent then shall recollect the ticket fare
difference between the two service classes except for goodwill
compensation.
Handling procedure for UPGI:
a) Preparation:
1) When considering the flight status and determining the ability to perform
UPGI, BAV Supervisor needs to plan in advance. This plan must include
the following contents: number of intended UPGI passengers, selected
passengers for UPGI, the time to notify UPGI passengers .
2) BAV Supervisors brief the UPGI plan to GSP to prepare and coordinate
implementation. This aims to ensure a smooth and on-time flight.
b) Notification and exchange boarding pass for passengers:
BAV Supervisor informs passengers about the UPGI, requests GSP to
handle the situation or directly proceeds to change the boarding pass for
passengers (if necessary). Exchanging boarding pass for passengers
shall be done at departure lounge, check-in counters or boarding gate.
c) Notification to relevant departments:
1) BAV Supervisor is responsible for notifying relevant departments
(catering service, etc.) for service preparation.
2) Notify pilots in command and flight attendants via the "Special information
for cabin crew" form to prepare for service.
3) Notify the next airports in the passenger’s itinerary so that these airports
shall have plans to change service class in the next airport (if necessary)
as well as pay attention to take care of the passenger during his/ her
journey.
Handling procedure for DNGV:
a) After receiving passenger’s request, BAV Supervisor shall confirm the ticket
according to the Regulations.
b) After this confirmation is done, passenger is not entitled to get a refund of
ticket fare difference.
c) BAV Supervisor should inform and coordinate with relevant departments
such as catering service, next stations on passenger’s itinerary, etc. to
serve passengers as promulgated standards.
Handling procedure for UPGV:
a) After receiving passenger’s request, BAV Supervisor shall confirm the ticket
according to the Regulations.

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b) Additional fare collection: passengers shall be requested to pay in cash at
the Last minute ticket Counter or ATO based on the current BAV Trade
Tariff.
c) BAV Supervisor should inform and coordinate with relevant departments
Handling guidelines in case both high and low service class are still available
a) BAV Supervisor informs passengers about the UPGI and delivers
passengers boarding pass at higher sevice class. If UPGI is performed after
the check-in, exchanging boarding pass for passengers shall be done at
departure lounge, or boarding gate. BAV Supervisor shall request GSP to
handle this or directly proceed to change the boarding pass for passengers
(if necessary).
b) BAV Supervisor should inform and coordinate with relevant departments
Manual Check-in
Manual Check-In
The following are guidelines to assist when manual check-in is used in the
event of system failure or for some stations that are not on-line. Every station
must partake in quaterly manual flight check-in exercises.
Procedure for Manual Check-In
BAV accepts with manual check-in procedure of supplier at the airport.
System Down During Check-In
The following process will be applied when system check-in is unserviceable
in the midst of check-in.
Only 1 Station Affected
a) Contact a Station that is not affected with this break-down and request for
the total of baggage and weight check-in, the last sequence number and
also get them to facsimile the accepted manifest.
b) Strike through the names that have already been checked-in off from the
booked manifest (this would have been printed the night before).
c) From the last sequence number, follow the manual check-in process using
the next running sequence number.
d) The total baggage and weight will be derived from the total number of
pieces/weight from the system (given by the Station not affected) plus the
total number/weight from the Manual Check-In Form.
e) Gate Staff Duties
Please refer to process: Entire Network is Unserviceable.

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Entire Network Unserviceable
a) Start the manual check-in process and use the list number as the sequence
number for the next passenger and the rest following after the system
became unserviceable.
b) This would now mean that there will be duplicate sequence number,
however, some will have an automated boarding pass and some manual
boarding pass (this for Stations that are automated, for stations using
manual check-in from the start will not be have 2 manual boarding pass
with the same sequence number)
c) Gate Staff Duties
1) Gate staff will use 2 Boarding sheets: 1st boarding sheet for the manual
boarding passes 2nd sheet for the automated boarding passes
2) When the passenger holding the last sequence number used for the
manual boarding has boarded, this will provide an approximate that the
all passengers have boarded.
3) Gate staff must make repeated announcements (every 5minutes) to call
for all passengers to board immediately as the gate will be closing at xxx
hour and failure to be by xxx hour, passenger will NOT be accepted.
4) The possibility of the flight being delayed is inevitable when the system
is unserviceable at the midst of the checking-in process. Nonetheless,
the delay must be minimize as possible, staff must be proactive at the
boarding area, waiting lounge and with constant announcements to
ensure all passengers are reconciled at the gate as soon as possible.
5) The Final Break Up, total number of passenger from the boarding sheet
used for the manual boarding pass plus the total number of passenger
from boarding sheet used for the automated boarding pass, must be
relayed to Flight Operations.
d) Ramp Staff Duties
Will provide an estimate number of baggage pieces and weight from
the trolley load, this message provided to Passenger Service will then
be relayed to Flight Operations when providing the Final Break Up.
Ramp staff will handle and load the aircraft hold as per loading
instructions.
When PSS Is Serviceable
a) Go into check-in mode and assign the flight that you want to check-in
b) Check in all the passenger exclusive of the no-shows
c) Insert the baggage tag numbers/ weight, seat number.
d) Complete the Flight Following, despite, when the system is serviceable.
Note: When the system is unserviceable in the midst of check-in, the
same process will apply; only addition here is that the baggage pieces

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and weight from the Manual Check-In Form must be added to the
piece/weight already in the system.
Involuntary rerouting
General regulations
Definition
a) Involuntary rerouting means changing passengers’ itinerary owing to carrier
requirement regardless of passenger expectation.
b) Result of rerouting may include:
1) Change of sector
2) Change of carrier
3) Change of flight number and ETD
4) Change of seat class.
c) “Forwarding carrier”: is the carrier which caused and is responsible for
involuntary change in the passenger’s journey.
d) “Original receiving carrier”: The carrier operates the flight which a
passenger is originally ticketed to be carried from a connection point.
e) “New receiving carrier”: A new air carrier or ground transportation carrier
selected for onward carriage by the forwarding carrier from the point where
an involuntary change becomes necessary.
f) “Misconnection”: Occurs when a passenger is unable to use reservation
accommodation out of a connection point due to the late arrival or
cancellation of delivering flight.
Reasons
a) The delay or cancellation of a scheduled flight.
b) The operating carrier fails to operate a flight reasonably in accordance with
schedule.
c) The operating carrier changes departure point on ticket.
d) The operating carrier fails to stop at a point on ticket.
e) The operating carrier causes a passenger to miss a connecting flight on
which he holds a reservation.
f) The operating carrier is unable to provide previously confirmed space.
Responsibility
Forwarding carrier is the carrier which is responsible for involuntary rerouting
of its passengers.
Applying scope
Rerouting applies only to passengers holding confirmed tickets
Alteration priority order
Refer to Section 2.7.1.6.2 (b)

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Considering other substitute flights
The substitute flights priority order will be based on the Ticketing Manual and
BAV’s current regulations.
Arising cost
a) Forwarding carrier has the responsibility to cover all expenses arising from
involuntary rerouting cases, such as: meal, drink, hotel accommodation,
communication... during passenger’s waiting time at connection point.
However, such expense should not exceed the passenger’s essential need.
b) Forwarding carrier has to refund passenger the fare difference in case of
involuntary downgrading.
Free baggage allowance
Free baggage allowance policy applying to involuntary rerouting passenger
is bases on the passenger’s reserved service class. The Forwarding carrier
has the responsibility for transferring the passenger's checked baggage to
receiving carrier or delivering the baggage at the passenger request.
Involuntary reroute handling procedures
Informing passenger
a) Passengers must be clearly informed about the substitute flight.
b) Transfering passenger to other flights may cause the delay or
misconnection at transfer airport, therefore passengers must be informed
in advance.
Handling procedure
a) BAV Supervisors at rerouting point inform the next stations concerned
about the case to prepare and provide necessary assistance for the
passenger.
b) If passengers fail to take their connecting flight at transfer station, it is
necessary to rebook and arrange substitute flight for the passenger as their
request. BAV Supervisors at transfer airport are informed to prepare and
provide services (similar as service delay flight), especially for whom
requiring special services (UM, infant...)
c) BAV Station Managers or authorized persons are responsible for
determining plans to reroute
d) Rerouting by changing departure point (points are in Viet Nam) or
destination point due to the weather
Refer to Section 2.7.1.6.2 (e)
e) Supporting payment for inland transportation
Refer to Section 2.7.1.6.3
f) Credit shell, refunds

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The credit shell, refund solution will be based on the Ticketing Manual
and BAV’s current regulations.
Tarmac delay
Definition
Tarmac delay means the period of time when an aircraft is on the ground
with passengers and the passengers have no opportunity to deplane.
For flights to/from US - US DOT 14 CFR Part 259.4
Deplane the airplanes
BAV shall provide a passenger on a flight experiencing a tarmac delay at a
U.S. airport the opportunity to deplane before the tarmac delay exceeds four
hours in duration, subject to the exceptions:
a) For departing flights, the flight begins to return to a suitable disembarkation
point no later than four hours after the main aircraft door is closed in order
to deplane passengers:
1) If the aircraft is in an area that is not under the carrier's control, the aircraft
has begun to return to a suitable disembarkation point when a request is
made to the Federal Aviation Administration control tower, airport
authority, or other relevant authority directing the aircraft's operations.
2) If the aircraft is in an area that is under BAV's control, the aircraft has
begun to return to a suitable disembarkation point when the pilot begins
maneuvering the aircraft to a suitable disembarkation point;
b) The pilot-in-command determines that deplaning passengers at a suitable
disembarkation point would jeopardize passenger safety or security, or
there is a safety related or security related reason why the aircraft cannot
leave its position on the tarmac to deplane passengers; or
c) Air traffic control advises the pilot-in-command that returning to a suitable
disembarkation point to deplane passengers would significantly disrupt
airport operations;
Service offered to passengers
a) For all flights during a tarmac delay, BAV shall provide adequate food and
potable water no later than two hours after the start of the tarmac delay,
unless the pilot-in-command determines that safety or security
considerations preclude such service.
b) For all flights, BAV shall ensure operable lavatory facilities, as well as
adequate medical attention if needed, during a tarmac delay; Ensure a
comfortable cabin temperature is maintained.
Information
a) For all flights, BAV shall notify the passengers on board the aircraft during
a tarmac delay regarding the status of the delay when the tarmac delay
exceeds 30 minutes.

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b) Thereafter BAV shall provide subsequent updates, including flight status
changes, as BAV deems appropriate;
c) For all departing flights and diversions, each time the opportunity to deplane
exists at a suitable disembarkation point, BAV shall timely notify the
passengers on board the aircraft that the passengers have the opportunity
to deplane;
Coordinate handling procedure
a) BAV Supervisors at the airport:
1) Coordinate with all concerned parties in a timely manner to facilitate the
information and service offered to passengers.
2) Coordinate with cabin crew, ground staff and concerned parties such as
US Customs and Border Protection, the Transportation Security
Administration, local Airport Authority, terminal operator in a timely
manner to facilitate the handling of disembarkation safety and security.
b) Cabin crew: Coordinate with BAB Supervisors and ground staff in a timely
manner to facilitate the information, service and disembarkation safety and
security.
Written reports
a) BAV shall submit to the Office of Aviation Consumer Protection of the U.S.
Department of Transportation a written description of each of the flights it
operates that experiences a tarmac delay of more than four hours at a U.S.
airport no later than 30 days after the tarmac delay occurs.
b) The written description shall include, at a minimum, the following
information:
1) The name of the operating carrier, the name of the marketing carrier if
the operating carrier is not the marketing carrier, and the flight number;
2) The originally scheduled origin and destination airports of the flight;
3) The airport at which the tarmac delay occurred and the date it occurred;
4) The length of the tarmac delay that occurred; and
5) An explanation of the incident, including the precise cause of the tarmac
delay, the actions taken to minimize hardships for passengers (including
the provision of food and water, the maintenance and servicing of
lavatories, and medical assistance), and the resolution of the incident.
Record retention
BAV shall retain about any tarmac delay for at least 02 years.
No-meal service
Standards
When committing not to use the meal service according to the cabin
standards, passengers will be upgraded to the Business class (in the case of

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upgrading at the boarding gate) or will be accepted to check-in as
goshow/standby passenger.
Applying scope
Objects
a) For upgrading: Applying to all passengers.
b) For goshow/standby passengers: Applying to all passengers, except:
1) Passenger(s) over 60 years old
2) Children under 12 years old
3) Pregnant women
4) Heart/cardiac patient, blood pressure, digestive problems, nervous
disease...
Scope
Applying to passenger (s) on route as follows:
a) Domestic routes serve inflight meals.
b) International route had flight time under 03 hours (based on season
schedule of time table)
Handling procedure
Accepting no-meal passenger
a) Accepting upgrading or goshow/standby passenger must be follow
handling procedure of upgrading or goshow/standby.
b) In principle, no-meal passengers only handled in obliged situation when
extra ordering meals could lead to delay the flight and upgrading or
goshow/standby passenger agreed with non-standard inflight meal as meal
standard of that class during the flight.
c) When accepting no-meal passengers, BAV representative need to explain
clearly about services which will be given to the passengers on the flight:
excepting meals on the flight, beverage and other service not changed.
d) Note: No-meal passengers guests should be assigned the seat of the last
row of the service compartment; In case there are many no-meal
passengers on the same flight, these passengers should be assigned seats
in one area.
e) BAV representative instruct passenger fill in “Inflight Meal Service Form”
(see form below) and require the passenger to read carefully information
before signing.
f) The “Inflight Meal Service Form” made in triplicate, in which:
1) Coupon No1: For Cabin Manager
2) Coupon No2: For Passenger
3) Coupon No3: For BAV’s Representative
The “Inflight Meal Service Form” must be completed by no-meal
passenger and having signing of BAV representative and passenger

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g) The “Inflight Meal Service Form” will be kept in GO Office at the stations to
solve passenger’s complain if it is necessary.
Input no-meal passenger information
a) For standby or goshow passenger: After accepting no-meal passenger,
BAV Representative inform check-in staff to do check-in procedure.
b) For upgrading passenger: At the check-in counter or before the time of
changing boarding pass at the boarding gate, passenger shall be explained
and informed about the inflight meal standard before signing on the Inflight
Meal Service Form. In case the passenger disagrees with the inflight meal
service: choose another passenger to upgrade and do not upgrade for the
passenger who disagrees with the inflight meal service informed.
c) Check-in staff remind no-meal passenger of sitting on the proper seat which
had been printed in boarding pass. All situations that make the passenger
sit on the wrong seat must be informed to Cabin crew.
Informing to Cabin crew
a) In order to create favorable for crew consulting/lookup no-meal
passenger(s), ground handling staff should fill in “General information of
Inflight Meal Service” (see form below) and attach it to “Inflight Meal Service
Form”
b) Content of “General information of Inflight Meal Service” form include:
Passenger’s full name, seat no, other attention (if necessary). After
completing check-in, ground handling staffs fill in “General information of
Inflight Meal Service “ form and then forward the form to Cabin crew.
Service of Cabin crew
a) Based on content filed in “General information of Inflight Meal Service”
form, cabin crew specify the passenger’s seat and pay attention it when
giving meal to passengers.
b) Remind that beverage and other service for no-meal passenger not
changed.
c) When having comment from passenger(s), cabin crew explains gracefully
to passenger. The signed inflight Meal Service Form will be showed only if
real necessary.
Serving no-meal passenger on the irregular flight
In case of having irregular flight (delay, cancel, landing force, rerouting, etc),
no-meal service handled as follows:
a) Ordering extra meal for the passenger if having enough time.
b) If meal on the flight must be given to passenger on the ground that leading
to no-meal passenger not given the same meal, BAV Representative could
order other meal for no-meal passenger. However, BAV Representative (s)
should inform to handling staff and no-meal passenger aim to avoid the
passenger realizing difference.

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PHIẾU XÁC NHẬN DỊCH VỤ SUẤT ĂN TRÊN MÁY BAY

INFLIGHT MEAL SERVICE FORM
Số hiệu chuyến bay: Ngày:
Flight Number: Date:
Tên khách và chữ ký: Số ghế: Xác nhận của Đại diện BAV
Passenger Name and Signature: Seat No: BAV’s Representative confirmation
Tôi đồng ý thực hiện hành trình bay và xác nhận:

I agreed to travel on board with:
Không sử dụng suất ăn/No meal
Sử dụng tiêu chuẩn suất ăn hạng Phổ thông/Economy Class meal service standard
Liên 1: Dành cho Tiếp viên hàng không/Coupon No1: For Cabin Manager
Liên 2: Dành cho Hành khách/Coupon No2: For Passenger
Liên 3: Dành cho Đại diện Hãng Bamboo Airways/Coupon No3: For BAV’s Representative

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TỔNG HỢP THÔNG TIN KHÁCH KHÔNG SỬ DỤNG SUẤT ĂN

THEO ĐÚNG TIÊU CHUẨN KHOANG DỊCH VỤ
GENERAL INFORMATION OF INFLIGHT MEAL SERVICE
STT Tên hành khách Số ghế Khoang dịch vụ Lưu ý

No. Passenger name Seat No. Service class Note
Liên 1: Dành cho Tiếp viên hàng không/Coupon No1: For Cabin Manager
Liên 2: Dành cho Đại diện Hãng Bamboo Airways/Coupon No2: For BAV’s Representative

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INTENTIONAL BLANK PAGE

3-1
CHAPTER 3 -
BAGGAGE HANDLING Issue : 03
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BAGGAGE HANDLING

3.1-1
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3.1 GENERAL CONDITIONS OF CARRIAGE 20 Nov 2021
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GENERAL CONDITIONS OF CARRIAGE

Reference: VAR 12.076 (a)(3), VAR 13.055
It is mandatory under ICAO Annex 17
a) That airline do not transport bag of passenger who are not onboard the
aircraft.
b) Hand and checked-in bag is 100% screened by the Airport Authorities.
c) Carriage of cargo in passenger compartments or passenger’s seat:
No person may allow the carriage of cargo in the passenger
compartment of an aeroplane except as prescribed by the Authority.
d) The ground handling personnel to carry out duties and responsibilities with
respect to dangerous goods. The procedures to alert passengers that
certain items of dangerous goods shall be established and under
responsibility of Ground Handling Agents in which:
1) Ground handling agents shall be aware of commonly carried items and
question passengers where there is a suspicion of their carriage,
package (e.g. camping equipment, frozen food..) which are specifically
prohibited in hold baggage;
2) DG items must be removed from cabin baggage when cabin baggage is
transported as hold baggage.
3) In case ground staff found DG label/tag on passenger bag/cargo, he/she
must ask for the confirmation from passenger whether it contains DR or
not. If there is, deny for carriage. If there is not, remove the improper
label/tag
4) Should undeclared miss-declared or leaking dangerous goods be
discovered, this must be reported to the BAV Supervisor, GSP
Supervisor, Authority, and all items not be permitted to travel.
Mandatory under VAR part 18 – DG transport
Reference VAR 18.015, VAR 18.117, VAR 18.143
Surveillance:
a) BAV, shipper or other organization to perform functions involving the safe
transport of dangerous goods by air and is subject to the on-going safety
oversight inspection program of the CAAV during the performance of those
functions. BAV shall grant the CAAV free and uninterrupted access to the
facilities, aircraft and other areas where these functions are being
performed for the purpose of:
1) Inspecting of dangerous goods consignment prepared, offered, accepted
2) Inspecting the procedures and practices
3) Inspecting the required records that must be maintained
4) Investigating incidents and alleged violations; and
5) Other safety oversight functions relating to transport of dangerous goods

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b) BAV itself assesses the compliance in transporting dangerous goods at its
units, service providers and partners of BAV’s units., etc. Detailed program
is provided in Safety Audit Program.
Information to Ground staffs and Other persons:
a) BAV, shipper and or other organizations involved in the transport of
dangerous goods by air shall ensure to provide adequate dangerous goods
training, manuals, documents and instructions to all staffs as will enable
them to carry out their responsibilities with regard to the transport of
dangerous goods;
b) DGM shall provide instructions as to the action to be taken in the event of
emergencies arising involving dangerous goods as specified in Chapter 6.
Emergency and Occurrence response procedure this manual;
c) DGM and other instructions of BAV shall also be provided to the ground
handling agents.

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CABIN BAGGAGE
Reference: VAR 13.055, VAR 18.117
General
Definition
a) Cabin baggage is baggage that is carried and stowed in the cabin under the
passengers control and custody. It is commonly referred to as hand
baggage, carry-on baggage or unchecked baggage.
b) Each airline sets their standards for size, weight and number of pieces
permitted as baggage.
c) Loading restrictions in passenger cabin or on flight deck: Dangerous goods
shall not be carried in an aircraft cabin occupied by passengers or on the
flight deck of an aircraft, except in circumstances permitted by the
provisions of the Technical Instructions
Types of Cabin Baggage
Cabin baggage includes:
a) Baggage carried within the operator’s standard free carry-on baggage
allowance.
b) Free carry-on items permitted by the operator in addition to the standard
allowance (e.g. purse, laptop, duty free item(s), winter coat).
c) Special items permitted by the operator that may require prior arrangement,
notification and/or specialized screening and/or additional charges (e.g.,
urns containing human remains, pets, medical equipment, valuables).
d) For items of dangerous goods permitted in cabin baggage, including those
items that require prior approval by the operator, see IATA Dangerous
Goods Regulations (DGR).
Cabin Baggage Allowance
a) Cabin baggage carried within BAV’s free cabin baggage allowance.
Table 3.1- Cabin Baggage Allowance
Class of Travel No. of Piece Max. Weight Dimension
Bamboo Economy One piece 7 kg (15 Ib) 115 cm (H56 x L36 x W23)
Bamboo Business Two pieces 14 kg (31 Ib) (in total) 45 ins (H22 x L14 x W09)

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Figure 3.1 – Cabin Baggage Dimension
Note: The cabin baggage allowance for First, Diamond and Gold
members of Bamboo Club remains as per their ticketed class of travel.
The additional free baggage allowance applies to checked baggage
only.
b) In addition to the free cabin baggage allowance, passengers may carry
ONE of these personal items below free of charge. It must not exceed
03kgs for ONE and it is not included in free baggage allowance applies to
cabin baggage.
1) Either one of the followings:
i. A briefcase or
ii. A handbag (male/female)/ a lady’s purse or
iii. A blanket/ a shawl scarf or
iv. An umbrella/ walking stick (except one with metal-filled sharp
pointed end) or
v. A laptop computer/ a small camera/ a binoculars or
vi. A reasonable amount of reading materials (maximum 05 books)
for in-flight reading only and reading tools.
2) Passenger travelling with infants in any case are permitted to bring ONE
of the followings at no charge in addition to the personal items as
mentioned in item 1
i. An infant amenities bag (containing infant food for consumption on
board and nappies during flight) not more than 5 kg or
ii. Small infant carry cot or
iii. Cabin size fully collapsible light weight baby stroller.
3) Other items allowed at no charge are as follows:
i. One duty free shopping bag for goods purchase at the airport on
the day of your flight;
ii. One pair of crutches, braces or other prosthetic device for the
passenger’s use;
iii. One overcoat.

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Cabin baggage acceptance

Acceptance Policy
Cabin baggage can only be accepted if it:
a) Is suitable for air carriage (i.e., conforms to BAV’s procedures for weight,
size and/or nature).
b) Can fit under the seat or be stowed in the overhead compartment.
c) Is suitably packed.
d) Conforms with airport security and safety procedures.
e) Conforms the following restrictions:
1) Certain items, because of their weight, size and/or nature, are only
accepted with the consent of the operator (e.g., musical instruments).
2) For security reasons, many countries restrict the carnage of liquids,
aerosols and gels in cabin baggage.
3) Items refused by security screening shall be hold-checked as BAV
procedures or refused from transport completely if not allowed in checked
baggage.
4) For dangerous goods items that are permitted or excluded from cabin
baggage, in addition to the operator’s procedures.
Acceptance of cabin baggage
a) Any baggage which passenger carry on the aircraft must fit under the seat
in front of passenger or in an enclosed storage compartment in the cabin.
Items that cannot be stored on this manner or items that we consider of
excessive weight or size or of an offensive nature will not be permitted in
the cabin.
b) Objects that we consider unsuitable for transportation in the cargo
compartment (including delicate musical instruments and the like) will only
be accepted for transportation in the cabin compartment provided we have
given our permission in advance. Passenger must pay a charge for the
transportation of such objects in accordance with our regulations.
Cabin Baggage Handling procedure at Check-In Counter
Reference: VAR 17.033 (b), 17.035 (e)
a) Agents at the check-in counters are required to ask passengers for their
cabin baggage and assess the size, weight and number of pieces of cabin
baggage to meet BAV standard:
1) Weigh/measure cabin bags if they appear to exceed the specified
weight/size limit set by BAV (weighing of all cabin baggage may not be
systematically required).
2) Refer the passenger to the baggage gauge, if available.
3) Attach cabin tags for cabin baggage which satisfy BAV policy

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i. Bamboo Eco Cabin tags are attached for Cabin baggage of

Economy class passengers.
ii. Priority Cabin tags are attached for Cabin baggage of Economy
class passengers holding First, Diamond, Gold tier cards of
Bamboo Club and passengers requested by the BOD and above.
iii. Bamboo Business Cabin tags are attached for Cabin baggage of
Business class passengers.
Figure 3.4 – BAV Cabin tags

b) If the cabin baggage exceeds the free allowance size and/or weight, it must
be checked-in, and charged if the combined weight exceeds the free
baggage allowance. In doing so, please remind passenger to remove all-
important and valuables items (medicine, jewellery, money, securities,
negotiable papers, documents and other valuables) from the baggage.
c) Passenger wishing to carry excessive, bulky, or fragile baggage in the cabin
must make an advance reservation for an extra seat, on which the baggage
can be placed.
d) Be aware of commonly carried dangerous goods items and ask the
passenger of these being carried:
1) All knives, cutting and puncturing instruments including box cutters, ice
picks, straight razors, metal scissors, metal nail files, corkscrews.
2) Any sharp and/or pointed objects.
3) Weapons including handguns, rifles, ammunition, gunpowder, disabling
devices (pepper spray, bear spray, mace, tear gas), and replica or toy
weapons. Take note that disabling devices are prohibited in person, cabin
and checked baggage).
4) Aerosol spray cans include hairspray, deodorant, insect repellent, or
butane fuel.
5) Balloons filled with helium gas.
6) Flammable liquids or solids including fuel, paint, paint thinner, lighter
fluid.
7) Sporting equipment such as: golf clubs, lacrosse sticks, hockey sticks,
ski poles, squash/tennis racquets, ice skates, baseball/ softball bats, pool
cues.

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8) Umbrella: passengers are not allowed to carry on board as its looks like
a weapon in some cases.
9) Any other hazardous item (dangerous goods) as defined and regulated
by law including explosives, fireworks, radioactive materials, poisons,
hover board, infectious substances except in accordance with limited
restrictions specified by the IATA DGR.
e) Items removed by security screening personnel may only be accepted in
checked baggage, in accordance with operating airline handling and
acceptance procedures.
f) Agents are required to restrict passengers from carrying bulky hand
luggage into the cabin by imposing strict checks at the check-in counter and
at the boarding areas.
g) If the hand baggage does not conform to the size specified, it must be
disallowed entry into the departure area and passengers will then have to
return to the check-in counter.
Cabin Baggage Handling procedure at Boarding Gate
a) Monitor cabin baggage of transit passengers strictly. Check for items that
are unacceptable, oversized, overweight or exceed the number of pieces
as free cabin baggage. Use the cabin baggage gauge, if applicable.
b) All cabin baggages that are not in accordance with the regulations or due
to the limited position of hand luggage in the cabin will be tagged and must
be stowed in the cargo hold as checked baggage.
c) Boarding Gate Agents must carry out final checks on passengers. Agents
are also responsible for the control of cabin baggage for transfer
passengers including items purchased on departure.
Accepting Cabin Baggage into the Hold
Retrieve or confiscate any excessive, bulky, oversized hand baggage or duty
free goods and do the following before handover to Ramp staff for loading
into aircraft bulk hold:
a) Check with the passenger that the baggage contents comply with the IATA
DGR and BAV procedures. Also ask passenger if there are any dangerous
goods or prohibited items (including electronic cigarette and/or power bank)
in the retrieved baggage. Remove the dangerous goods and prohibited
item(s) from the baggage immediately. As for the electronic cigarette and
power bank, hand it over back to the passenger for him/her to carry
onboard.
b) Advise the passenger to remove any personal documents or medications,
valuables and sensitive or fragile objects.
c) Issue Limited Release Tag to all confiscated baggage with a reclaim portion
given to passenger and must be signed by passenger. Explain the liability
limitations of covering baggage sent under such tags. BAV may waive
liability for baggage that must be tagged to be checked in at the departure

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gate due to the passenger's failure to comply with BAV's carry-on baggage
standards. For suitable pieces of baggage that are within the passenger's
carry-on baggage allowance but must be checked in due to limited cabin
space or items such as baby strollers, wheelchairs checked-in at the
departure gate will still be considered for compensation according to the
standard checked baggage.
d) Ask passenger to pay for the excess baggage charges (if applied)
e) Ensure the weight of the baggage retrieved at the gate is taken into account
for load control. Advise ramp staff and Load Control of the baggage details.
f) The tag number must be entered in DCS to enable Baggage Reconciliation
at the next transfer station.
g) Transmit all details of the baggage with LRT to the receiving station or final
destination.
h) Confirm with passengers about the destination tagged on the baggage and
inform passengers to pick up their gate-checked bags at the baggage claim
area.
i) Inform ramp staff and/or load control of the gate baggage to be loaded.
Cabin baggage containing special items
Carriage of Liquids, Aerosols and Gels in Cabin Baggage
On international flights
a) Aviation security measures on Liquid, Aerosol and Gel (LAG) taken on
board in certain countries must be strictly adhered to on all international
flights, including charter flights, departing, transfer and transit from the
airports. The guidelines are implemented pursuant to ICAO
recommendations for the screening of liquid taken on board aircraft, which
are based on the reports of the Aviation Security Panel and International
Explosives Technical Commission of ICAO concerning the alleged
terrorism on 09 Aug 2006 in the UK.
b) All forms of liquid should be carried in containers with a capacity not greater
than 100ml, or the equivalent in other volumetric measurements. Liquid
carried in containers larger than 100ml will not be accepted, even if the
container is only partially filled.
Accepted Not Accepted
c) Containers should be placed in a transparent, re-sealable plastic bag of a

maximum capacity of one litre. The containers must fit comfortably within
the transparent plastic bag, which should be completely closed. See
samples below:

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Figure 3.2 – LAG Plastic Bag

d) The plastic bag should be presented for x-ray screening separately from
other cabin baggage, coats, jackets or laptop to facilitate screening process
and avoid cluttered x- ray image. Each passenger is allowed to carry one
transparent, re-sealable plastic bag.
e) Exemptions are only for medications/medicines, baby milk/foods, and
special dietary requirements needed during the flight. Airport security will
ask passengers carrying medicines or special dietary requirements for

letters from doctors, clinics, hospitals or prescription for verification
purposes. Baby milk/foods carried by passengers with a child below the
age of seven will also be exempted.
Figure 3.3 - LAG Exemptions
f) LAG purchased by passengers on the day of journey at Airport Duty Free
Shops or on board aircraft is also exempted but the items must be packed
in a sealed plastic bag that is both tamper-evident and displays satisfactory
proof of purchase.
Note: Passengers transiting at EU or the US have with them duty free
items purchased at non-EU and non-US airports will be confiscated by
the authorities in those countries.
g) This rules cover liquid such as water, drinks, soup, syrup, other beverages,
gel (including hair and shower gel), pastes (including toothpaste), mascara,
lip gloss, creams, lotion, oil, perfumes, spray, liquid/ solid mixture, contents
of pressurized containers (including shaving foam and deodorants), aerosol
and other items with a similar consistency.
On domestic flights
Carriage of liquid, aerosols and gels in cabin baggage on domestic flights is
unlimited for each passenger but each container of liquid should be with a
capacity not greater than 1000ml, or the equivalent in other volumetric
measurements. Liquid carried in containers larger than 1000ml will not be
accepted, even if the container is only partially filled.

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Electronic Devices and Equipment Operating with Antenna

a) Cellular telephones cannot be used at any time while in flight. All cellular
telephones must be in the flight mode.
b) Devices that are permitted on board are: voice recorders, calculators,
laptop computers, hand held CD players, hand-held electronic devices,
computer games, and photographic equipment.
c) It is prohibited at any time to use electronic devices operating through an
antenna; as such devices may interfere with communication and navigation
systems on the aircraft. These devices must be switched off completely,
including the standby mode of cellular telephones.
1) Operation aboard the aircraft of portable radio receivers, transmitters and
television receivers in possession of passengers be prohibited;
2) The use of portable recorders, hearing aids and heart pace makers is
permitted.
d) On occasion passengers may wish to carry, and use in the cabin, other
electronic devices not mentioned above may be used, unless electro
magnetic interference (EMI) is noted or suspected. However, during taxiing,
take-off and landing while the fasten-seatbelt sign is on, all equipment must
be switched off and, if applicable, be stowed.
e) Application for authorisation of the use of other devices should be referred
for consideration and decision to the Flight Safety Department.
Medical Kit On Board
a) Any passenger desiring to bring with him/her a medication for self-
consumption for ailments suffered while travelling should carry a
physician's letter stating the same.
b) The letter should clearly state the diagnosis, name of medication and
dosing and contact address of the physician. This may be required to
support any queries that may occur at customs. Only sufficient amounts of
medication should be carried for use to cover the duration of the travel. It is
best to have it stored in the cabin baggage or in a medical kit and shall fits
in the overhead stowage compartments.
c) Carrying of psychotropic and/or narcotic like drugs is a bit more
problematic. Declaration must be made at customs with all necessary
documentation for the need of such a prescription. It is often easier to carry
sufficient amounts of medication for consumption during the journey and to
fill a prescription for the balance medication at the local destination by way
of a physician's letter address to a local medical practitioner to do the
needful.
d) Storage of temperature sensitive medication on board shall be referred to
In-flight Services.

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e) A passenger dependent on a portable dialysis machine (PDM) is entitled to

carry the machine and ancillary equipment free of charge. The PDM can be
carried as cabin baggage if the size within the allowable dimensions (56cm
x 36cm x 23cm) and does not form part of the hand baggage allowance.
However, if the PDM is larger than the allowable dimensions then it would
need to be carried as checked baggage and would not form part of the
checked baggage allowance. It must be properly packed and no possibility
of damaged by the normal check in process.
1) Batteries used for PDM are required to be non-spillable and the outer
packaging must be marked "NON-SPILLABLE" or "NON-SPILLABLE
BATTERY". If a battery is not labelled non-spillable, security will treat the
battery as a spillable battery and will be unable to accept the PDM for
carriage.
2) PDM are not permitted to be used on board the aircraft, however,
qualified customers with a disability using these devices are permitted to
carry them on board provided it can be stowed in the passenger cabin
consistent with applicable regulations governing cabin baggage.
Perishables Packages Containing Carbon Dioxide, Solid (Dry Ice)
a) Per passenger, and in cabin baggage only, solid carbon dioxide (dry ice)
shall not exceed 2.5 kgs (5 Ib) when used to pack perishables that are not
subject to DGR in their cabin baggage. Or with the approval of the operator
in checked baggage, provided the package permits the release of carbon
dioxide gas and with the recommendation that the checked baggage is
positioned in a vented cargo compartment.
b) Passengers and/or crew shall be limited to a maximum of 2.5 kg for the
cabin and checked baggage combined.
c) Each item of checked baggage containing dry ice must be marked: "Carbon
dioxide, solid" or "Dry ice"; and with the net weight of dry ice or an indication
that the net weight is 2.5 kg or less.
d) BAV permits seafood to be checked-in subject to the destination’s
quarantine regulations and provided that such items are properly packed
(usage of crush ice is not permitted). Upon check-in, the counter staff need
to inspect and ensure it is adequately and properly packed to prevent any
possible leaking during the flight.
Passenger supplied electronic assistive device - US DOT 14 CFR Part
382.133
Electronic assistive device of individual with a disability accepted to use in the
passenger cabin during air transportation to, from US
a) A POC, a ventilator, a respirator or a continuous positive airway pressure
machine that displays a manufacturer's label according to FAA

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requirements in circumstances where requirements for labeling these
devices have not been set by the government of Vietnam; and
b) The following POC models whether or not they are labeled:
1) AirSep Focus;
2) AirSep FreeStyle;
3) AirSep FreeStyle 5;
4) AirSep LifeStyle;
5) Delphi RS-00400;
6) DeVilbiss Healthcare iGo;
7) Inogen One;
8) Inogen One G2;
9) Inogen One G3;
10) Inova Labs LifeChoice;
11) Inova Labs LifeChoice Activox;
12) International Biophysics LifeChoice;
13) Invacare Solo2;
14) Invacare XPO2;
15) Oxlife Independence Oxygen Concentrator;
16) Oxus RS-00400;
17) Precision Medical EasyPulse;
18) Respironics EverGo;
19) Respironics SimplyGo;
20) SeQual Eclipse;
21) SeQual eQuinox Oxygen System (model 4000);
22) SeQual Oxywell Oxygen System (model 4000);
23) SeQual SAROS; and
24) VBox Trooper Oxygen Concentrator.
c) Electronic assistive device of individual with a disability are NOT accepted
to use in the passenger cabin in cases:
1) The device does not meet requirements for medical portable electronic
devices set by Vietnam’s government if such requirements exist;
2) The device does not meet requirements for medical portable electronic
devices set by the FAA for U.S. carriers in circumstances where
requirements for medical portable electronic devices have not been set
by Vietnam's government and BAV elects to apply FAA requirements for
medical portable electronic devices; or
3) The device cannot be stowed and used in the passenger cabin consistent
with applicable TSA, FAA and PHMSA regulations, and the safety or
security regulations of Vietnam’s government.
Acceptance for carriage as carry - on baggage
a) The POC does not contain any hazardous material as defined by IATA.

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b) The POC is approved by the Ministry of Healthy, FAA and concerned

authorities.
c) The POC onboard usage instruction must be issued by the physician. The
information must be at least the passenger’s full name, date of birth,
gender, health condition, POC usage.
d) All POC that satisfy the acceptance criteria and are not previously identified
must bear a label with the following statement in red lettering: “The
manufacturer of this POC has determined this device conforms to all
applicable FAA acceptance criteria for POC carriage and use on board
aircraft”.
e) As aircraft power is not available, passengers on life support equipment
must provide their own suitable back-up battery power supply for use in
flight. Batteries must be fully charged and sufficient for 150% of the
maximum flight duration.
f) Passenger must present the medical clearance state that POC is necessary
during flight.
g) Passengers are responsible for ensuring that POC is safely used on board.
h) Determine a sufficient number of batteries to power the POC for the
duration of POC user’s expected use of the device.
i) Units can only be used at cruise altitudes unless required for life support
equipment.
j) All batteries carried by passengers must comply with the relevant authority
regulations and requirement for safety, security and hazardous material. All
medical electronic devices must be self-powered using approved dry-cell
or gel-type battery packs.
k) POC can be used during all phases of flight, provided they can be properly
stowed in accordance with applicable safety regulation and are battery
operated.
l) Refer to the BAV Dangerous Goods Manual for conditions of carriage of
batteries.
m) Ensure that all POC batteries carried on board in carry-on baggage are
protected from short circuit and physical damage.
n) The procedures for handling should be incorporated VAR and DGM.
o) Guidance on how to carry POC as carry-on baggage and checked baggage
as refered in IATA DGR 2.3A table.
p) Procedure on where and how POC should stow properly packaged
batteries to preclude damage that can be caused by other baggage.
q) The POC does not radiate radio frequency emissions that interfere with
aircraft systems.
r) The POC does not generate a compressed gas.

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Placement and storage of POC

a) The POC should be placed underneath the seat in front of the POC user so
that the user or the user’s attendant can see the warning lights and/or hear
the audible warning. Placement directly under the POC user’s seat and
placement in a closed compartment would prohibit the user from seeing the
warning lights, as well as possibly prohibiting the user from hearing audible
warnings. Other placement locations may be acceptable.
b) Some POCS are such of height that it may not be possible to stow them
upright under the seat on some aircraft. For the affected POCs, the
air/intake filter is protected by design from being blocked and the POC still
perform if the POC must be placed on its side to ensure proper stowage
under the seat.
c) BAV prohibit smoking on all scheduled passenger flight segments,
especially while using POC
POC batteries
a) Passengers must ensure that those batteries are packed in a manner that
protects them from short circuit and physical damage.
b) Passengers are responsible for ensuring that all POC batteries carried in
carry – on baggage are properly packed.
c) When a battery – powered POC is carried on board aircraft as carry – on
baggage and is not intended to be used during the flight, the battery must
be removed and packed separately unless the concentrator contains at
least two effective protective features to prevent accidental operation during
transport. The following examples are: (1) Include design features that
shield the control panel from inadvertend contact, and (2) Have several
operating procedures that require deliberate, specific actions to start the
operation of the unit, which would be difficult to accomplish inadvertently,
to protect against accidental operation that can result in battery overheating
and fire.
Handling procedure
a) Acknowledge the states that the POC user’s medical oxygen needs as
prescribed in the required physician’s statement and advise passenger
advise the passenger to bring adequate travel documents.
b) Consider the carriage acceptance and POC safe transportation.
c) POC is in approved listed below.
d) Check the physician’s statement at check – in or before boarding the
aircraft.
e) Passenger is responsible for informing that he/she intends to use a POC
on board the aircraft and must allow the cabin crew to review the contents
of the physician’s statement.

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f) The physician’s statement must contain the following information: whether

the passenger has the physical and cognitive ability to see, hear, and
understand the device’s aural and visual cautions and warnings and is able,
without assistance, to take the appropriate action in response to those
cautions and warnings.
g) Whether or not oxygen use is medically necessary for all or a portion of the
duration of the trip (during the entire flight including aircraft ground delays,
movement on the surface taxi, takeoff and landing), during only the en route
portion of the flight, or only when needed.
h) The maximum oxygen flow rate corresponding to the pressure in the cabin
of the aircraft under normal operating conditions.
i) Specify the number of batteries required. Passengers must then carry on
the flight a sufficient number of batteries to power the POC for the duration
of the necessary oxygen use specified in the physician statement.
j) During movement on the surface (taxi), take off, and landing, the POC must
be stowed properly and in a such manner that it does not restrict passenger
egress to any exit or the aisle in the passenger compartment.
k) Seating for passengers using POC:
1) There is not any seating restriction for passenger using POC onboard,
except for the prohibition against any person using a POC occupying any
seat in an exit row.
2) Some seats on an aircraft, such as bulkhead seats, may or may not have
approved stowage space to accommodate a POC during movement on
the surface (taxi), takeoff and landing. Therefore, the POC may not be
able to be stowed properly during these phases of flight if the POC user
occupied those seats.
3) If all seats in the row are occupied, the appropriate seat for the passenger
would be the window seat. If there are no other passengers in the row, or
if there is one passenger in a row of three seats and that passenger is
seated in the aisle seat, or if the POC is stowed in such a way that the
tubing does not block another passenger’s egress, then other seats in
that row may be appropriate as long as no other passenger’s egress is
restricted by the tubing
l) Passenger is required 48 hours to advance notice and 01 hour to advance
check – in.
m) Inform passenger about the appropriate package that protects batteries
from short circuit and physical damage.
n) Cabin crew instruct passenger about the properly packaged batteries, the
storage for POC onboard.
Use of POCs during the loss of cabin pressure
a) There is no danger posed by a POC that is operating during a loss of cabin
pressure. However, in the case of loss of cabin pressure (rapid or slow),

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POCs typically will not continue to meet the oxygen needs of the user at
cabin pressure altitudes above 8,000-10,000 feet. This is because the lower
ambient air pressure at higher altitudes makes the concentration of the
oxygen output of the POC too low to meet the POC user’s oxygen needs.
In cabin depressurization, the POC user should be instructed to discontinue
use of the POC and use the oxygen masks that deploy to provide
supplemental passenger oxygen until the aircraft descends below 10,000
feet cabin pressure altitude.
b) Passenger briefing requirements require crewmembers to instruct
passengers on the necessity of using oxygen in the event of cabin
depressurization. Each POC user will receive this briefing with the rest of
the passengers. However, POC users who are routinely dependent on their
POC as their primary source of supplemental oxygen may not recognize
the limitations of their POC or that the depressurization procedures in the
standard passenger briefing also apply to them. Operators may wish to
emphasize this important depressurization procedure to POC users.
c) The aircraft rapidly descend to an altitude where supplemental oxygen use
is no longer needed after a loss of cabin pressurization. However, because
of limiting factors such as high terrain, the aircraft’s descent may have to
be halted at a minimum en route altitude resulting in the aircraft’s cabin
pressure altitude staying above the cabin pressure altitude at which
supplemental oxygen is needed for passengers, and above the cabin
pressure altitudes below which POCs have demonstrated optimum
performance (typically below 8,000-10,000 feet). In this case, cabin crew
should follow SOPs regarding the use of decompression first aid oxygen
when addressing the additional oxygen needs of POC users. Cabin crew
should also know that all POCs will again meet the oxygen needs of the
user when the cabin pressure altitude reaches 8,000-10,000 feet or below.

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CHECKED BAGGAGE
General
Definition and General Terms
a) Checked baggage is:
1) Taken custody by the operator who issues, validates or updates a
baggage tag; and
2) Carried in the hold of the aircraft on which the passenger is travelling, but
remains inaccessible to the passenger during the flight.
b) BAV may refuse to carry checked baggage that is likely:
1) Likely to endanger the aircraft or persons/property on board the aircraft.
2) Inadequately packed.
3) Unsuitable for air carriage due to its weight, size and/or nature.
4) Forbidden by law, regulations, security standards or safety standards of
any state to be flown from, to or over.
c) Every piece of checked baggage shall have a baggage tag attached
showing the tag number, flight number and the passenger’s name.
d) BAV prescribes the following limits:
1) Each piece of checked baggage must not exceed 32 kg; and
2) the total three dimensions (length + width + height) must not exceed 203
cm.
Conditions of Acceptance of Checked Baggage
BAV will accept for transportation as baggage, such personal property as is
necessary or appropriate for the wear, use, comfort or convenience of the
passenger for the purpose of the trip, subject to the following conditions:
a) All baggage is subject to inspection by BAV, however BAV shall not be
obligated to perform inspection. BAV will refuse to transport or will remove
at any point baggage that the passenger refuses to submit for inspection.
b) BAV has the right to refuse to transport baggage on any flight other than
the one carrying the passenger.
c) BAV will refuse to accept property whose size, weight or character renders
it unsuitable for transportation in the particular aircraft which is to transport
it or which cannot be accommodated without harming or annoying
passengers. BAV will also refuse to accept property, which is not suitably
packed to withstand ordinary handling unless the passenger executes
release form.
d) Checked baggage will be carried in the same aircraft as the passenger
unless BAV deems such carriage impractical, in which event BAV will carry
the baggage on the next preceding or subsequent flight on which space is
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e) Upon delivery to BAV of the baggage to be checked, QH will issue for
identification purposes only. A baggage claim tag for each piece or
baggage is delivered and covered by the baggage check.
f) Conditions and limitations or restrictions for the acceptance of baggage
which are applicable to BAV as outlined in this manual apply locally on BAV
or for interline transportation where BAV is involved in the routing.
Packing conditions
a) Baggage must be in intact condition, not damaged, not distorted.
b) The outer surface of the baggage must be without tearing, podium or
puncture.
c) Baggage is not so over-packed that there is a risk of tearing when
transporting.
d) For zippered baggage, the locks must be closed, the handle must be neatly
folded.
e) For baggage with strings, the strings must be tied neatly to minimize the
possibility of the strings being entangled and stuck to the conveyor belt,
which causes tearing and damage to the baggage during transport.
f) If baggage is a suitcase, use suitcase cover or plastic wrap service at the
airport to limit scratches.
g) Complete your full name, flight number and phone number on the name
card (name tag) placed at check-in counters.
h) For special baggage such as fish sauce, durian, jackfruit, etc. please refer
to packing conditions at 3.4.16.2
Acceptance of checked baggage
Reference: VAR 13.053 (a), 13.053 (b), 13.053 (c)
a) Upon delivery to BAV of passenger baggage for check-in, BAV shall take
custody of the baggage and issue a baggage identification tag for each
piece of Checked Baggage.
b) If passenger baggage has no name, initials or other personal identification,
passenger must affix such identification to the baggage before BAV
accepting it.
c) BAV will carry passenger Checked Baggage on the same aircraft as
passenger, unless BAV decide for safety, security or operational reasons
to carry the Checked Baggage on another flight on which space is available.
In such event, passenger shall be entitled to compensation for delay to the
extent provided in the Convention, unless the reason the baggage could
not be carried on the flight is due to late check-in or other factors within
passenger’s control. This paragraph shall not apply to baggage in excess
of the free baggage allowance, carriage of which is subject to our
regulations.
d) For safety reasons dangerous goods as defined in the IATA Dangerous
Goods Regulations (DGR), shall not be carried in or as passenger checked

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or cabin baggage as specifically permitted in accordance with the
provisions set out in Subsection 2.3 of the current edition of the IATA DGR
e.g. spare lithium batteries.
e) “Checked Baggage, once accepted from passengers, shall be protected
from unauthorized access until the time the baggage the baggage is
returned to the passenger at the destination, or transferred to another
airline.”
f) In complying with the above requirement, all checked baggage and/or items
which are out of gauge (O.O.G) that have to be surrendered to a designated
area e.g. O.O.G facility location for acceptance, shall be escorted by GSP
staff from the check-in counter to the conveyor belt where the baggage
and/or items will be injected to the baggage handling system (BHS).
Checked Baggage Allowance
a) Passengers are entitled to a pre-determined checked baggage allowance
which can vary based on the fare paid, passenger category, routing, group
status or class.
b) There are two standard checked baggage allowance concepts:
1) Weight Concept: measured by the total weight of checked baggage
(shown as weight amount on ticket e.g. 30 kg (66 lb). BAV free baggage
allowance is as per the table below.
2) Piece Concept: measured by the number of pieces of checked baggage
(shown as PC on ticket) – is not applied yet.
c) BAV Free Baggage Allowance (weight concept) based on the fare paid,
passenger category, routing, group status or class and each specific sale
program issued by Commercial Block. BAV does not limit the number of
pieces of checked baggage for the free baggage allowance according to
the weight system. This standard applies only to BAV flights.
d) Bamboo Airways will carry, free of charge, baby equipment (e.g. stroller,
baby seat, car seat, playpen), personal medical equipment (e.g. manual
wheelchairs, motorized wheelchairs (dry and gel cell batteries only),
crutches, canes, walkers, back supports, wheelchair back inserts and
braces.
Excess Baggage
Definition
a) Any baggage where in excess of the free and personal allowance as shown
on the passenger’s ticket.
b) An excess baggage charge is levied on baggage in excess of the free
allowance.
c) All excess baggage must be charged for before baggage can be accepted
for check-in. Baggage of passengers with excess charges must not be
injected into the baggage handling system until passenger has fully paid
the excess charges.

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IATA Areas
The international air transport association, for administrative purposes,
divides the world into three IATA Traffic Conference Areas. These are
referred to as Areas No 1, 2 & 3.
a) IATA area 1 comprises of the North and South American Continent and
adjacent islands.
b) IATA area 2 comprises of all Europe, Iceland, Africa and Middle East.
c) IATA area 3 comprises of all Asia and Australia and New Zealand.
Piece Concept Excess Baggage Charges

BAV does not apply piece concept.
Weight Concept Excess Baggage Charges
Passenger has to pay for the carriage of his bag in accordance with carrier's
applicable regulations. Dimension/ quantity & weight will be followed by
current T&C issued by BAV.
Excess Baggage Waiver
Authority for approval on excess baggage allowance must be obtained only
from any of the approved authority as per case.
Excess Baggage Charge
In line with the BAV’s regulations and procedures, the followings are
designed to support the front liners in recognizing customer needs and the

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ability to execute high level of professionalism in dealing with the excess of
checked baggage and apply to appropriate charges.
Conditions for acceptance of Excess baggage charge
The acceptance of Excess baggage charge shall be dependent upon
compliance with the following conditions:
a) Passengers shall present for excess baggage check at check-in counter
NOT later than the STD:
1) 60 minutes for International travel
2) 50 minutes for Domestic travel
Note: The time received by check-in agent and NOT the time a
passenger joins the queue line.
b) Applicable on BAV services only (no other carriers involved).
c) Not applicable on Code Share partners’ even if BAV equipment is used.
d) Pooled excess baggage is not permitted except for family travel where the
head of the family shall declare.
1) To comply with passenger and baggage reconciliation requirement,
passengers from each category of pooled baggage should be given their
own individual baggage claim tags.
2) Handling procedures: Passengers traveling in one booking reference
(family) and present themselves together at check-in will be allowed to
pool baggage, however, all bags belonging to the entire family are subject
to offloading if one member of the family is no-show at the boarding gate.
e) In case of group travel (booking codes may be different depending on size
of group), passengers are allowed to pool baggage with group members. If
there is arising excess baggage, owner of the baggage shall declare for his/
her excess baggage. No proxy check-in is permitted.
f) A minor’s declaration shall not be accepted unless accompanied and
supervised by a legal guardian(s) during the process of declaring the
excess of the check baggage.
g) Excess baggage charge shall NOT apply to money, jewellery, silverware,
negotiable papers, securities, business documents, samples, paintings,
antiques, artifacts, manuscripts, irreplaceable books and publications,
heirlooms and electronic items and other similar valuables in the checked
baggage.
h) All these items can be separately insured by the passenger own insurers
and will not be covered by Bamboo Airways in the event these items are
checked in as baggage. Valuable items can be hand carried if it meets our
regulations in terms of the size of cabin baggage.

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Methods of transaction and payment of Excess baggage charge
a) Passengers shall ask for excess baggage information at point of check-in.
Then, check-in staff shall contact GSP Supervisor or BAV Supervisor to
provide information to passengers and supervision during the process.
b) There will need a third party witness to the assessment of the excess
baggage. If the carrier and passenger disagree in any proposed excess
baggage, the decision of the independent third party shall be accepted as
final as to whether we proceed to accept the check-in and the proposed
excess baggage. The Station Manager or Deputy Station Manager may
assume the third party.
c) Collection of excess baggage charge:
1) Request passenger to place their baggage on the weighing scale at the
check-in counter, this is to enable the agent to weigh and record the
individual baggage weight.
2) Check-in staff instructs passenger to ticketing counter to pay for charged
baggage.
3) For stations using Third Party Ground Handling DCS (3PGH DCS),
check-in agent will issue “Service order” to indicate the charge weight (by
package or by single kg) for passenger’s payment.
Figure 3.5 – BAV Service Order

4) For stations using IFLY DCS, check-in agent inputs individual baggage
piece and weight directly into system, pending fee amount will then
appears on screen. Check-in agent shall guide the passenger for
payment afterward.
5) Passengers shall pay for the excess baggage charge at a dedicated
Excess baggage counter or Last minute ticket counter or to be collected
by an authorised staff or handling agent’s representative. Excess
baggage charges will be payable at the point of origin.
6) Passengers shall be issued an Excess baggage receipt and the ticket
shall bear the details of the flight and the amount of declared value and
the excess value charge.

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7) Up to receive payment receipt, the check-in agent will check bag(s) in for
passenger.
8) Note:
i. For security reasons, passenger must take their baggage with
them to the Last minute ticket counter.
ii. In order to establish consistency throughout BAV’s network, the
following rounding rules apply to excess baggage charge:
Unit is 1, the following applies:
- 0.01 - 0.49 round down.
- 0.50 - 0.99 round up.
Refunding excess baggage charge
Refunding charged baggage may apply in some actual situations of certain
cases: If the flight has irregularities happened as current policy applied.
Standard Baggage Acceptance
Reference: VAR 17.033 a (1), 17.035 (f)
Accept checked baggage that is appropriately packaged and labelled with
passenger identification.
a) Ensure dangerous goods notifications are on display and verify with the
passenger that the checked baggage does not contain any forbidden
dangerous goods.
b) Review weight and pieces information for recording in the DCS or 3 rd party
ground handling (3PGH) DCS and for applying appropriate fees. For safety
and accuracy of baggage weight and measurement, passenger shall be
requested to place one by one baggage on the conveyor belt.
c) Must ask passenger the required security questions. Refer Chapter 2,
Passenger Handling Procedures, item 2.2.8 on Safety and Security
Restrictions Advice to Passenger.
d) Agent should be aware of items due to their nature that might contain
dangerous goods.
e) Ensure the number and weight of each piece checked in baggage has been
updated correctly in the DCS or 3PGH DCS, which will be accounted for in
load control process. When special baggage is accepted, ensure the
person in charge of the weight and balance calculation task is informed
accordingly
f) Attach an appropriate baggage tag for the journey.
g) Passengers who have used a self-service check-in facility may drop their
checked baggage at a baggage drop-off. If applicable as per operating
airline procedures:
1) Review the boarding pass and pull up the passenger data in the check-
in system.

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2) Verify identity and travel document, assess carry-on baggage, and
accept checked baggage.
3) Update baggage information and any (SSRs) in the DCS, if required, and
apply any related fees
h) Baggage Drop-off and Self-Service Devices
1) GPS arranges personnel at the kiosk check-in area to assist and guide
passengers on check-in operations in case of passenger request, and
monitor the operating status of the kiosk check-in machine.
2) Proactively guide passengers to self-service options to manage waiting
times.
3) Passenger can use the baggage check function to complete check-in
process in case having check-in baggage: self-weigh baggage and print
baggage tags. GSP staff will assist in guiding and controlling checked
baggage, transporting baggage to the conveyor belt area, ensuring
baggage is transferred on time.
Security Questions
a) As recommended by International Civil Aviation Organisation (ICAO), BAV
has revised the mandatory 6 security questions. These 6 questions SHALL
BE ASKED in the following sequence to each and every passengers with
checked baggage and the response must conform to our requirements,
failing which the passenger must take immediate emedial action, e.g. to
remove any prohibited/ dangerous goods from his checked baggage or the
baggage shall not be checked for his flight.
b) Refer Chapter 2, Passenger Handling Procedures, item 2.2.7.1 on Safety
and Security Restrictions Advice to Passenger.
c) It is also mandatory to display visual examples of dangerous goods either
electronically (Flight Information Display System – FIDS) or manually
(tabletop signage) at an airport where tickets are issued, check-in counters,
aircraft boarding areas, baggage claim areas and any location where
passengers are checked in. This information must include visual examples
of dangerous goods forbidden for transport aboard an aircraft.
Baggage Tags and Labels
Introduction
a) Baggage tags fall into two different general categories according to how
they are used.
1) Firstly,tags are used to route a bag from origin to destination.
2) Secondly, are tags used to highlight special information, such as heavy
items, priority or special delivery.
b) All BAV routing tags have in common the same numbering system. The
baggage tag number is comprised of the two-character airline code (QH)
followed by a 6 digit random number.

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c) All types of baggage tags must contain the following except in the special
purpose tags
1) Tag number
2) Information area
3) Routing area
4) Identification/claim portion, except expedite tags
5) Removable stubs
Online Tag
a) When a passenger’s journey is without a change of airline, it is said to be
an “on-line” journey. Online baggage is baggage that needs not to be
transferred to a connecting flight.
b) For on-line transfer carriage of baggage or point-to-point baggage only. Use
either a string type or a self-seal type of baggage tag.
c) Online baggage tags shall conform to the specifications and shall be
completed and used in accordance with the procedures in IATA Resolution
740.
d) Airlines or ground handler acting as handling agents for BAV shall be
permitted to use their own baggage tags when tagging the baggage for
carriage on BAV services; provided they use one of the forms of baggage
tags specified in paragraph a and b above.
Pre - printed Tag
a) These tags are completed manually at check-in. While the destination
airport code and name may already be printed on the tag, the rest (if any)
is handwritten.
b) All have a sequentially printed tag number on them. Normally, there are
three basic types of tags: string tag, self-adhesive strap tag and box labels:
Figure 3.5 – BAV Pre - printed baggage Tag

Demand Printed Baggage Tag
a) Automated baggage tag printers linked to Departure Control System (DCS).
b) At check-in, data about the passenger’s itinerary is automatically extracted
from the Passenger Name Record (PNR) or its subset, the DCS.
c) This information is printed on a baggage tag including a unique baggage
tag number. Most often, these systems are capable of printing the bar
codes required for automated passenger/baggage reconciliation and
baggage sortation.

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d) These reduces tagging errors, speeds up the check-in process, and
eliminates the need to stock the check-in desk with pre-printed tags. Such
tags are more precise and easier to read for handling staff.
e) IATA Resolution 740, Attachment ‘H’ requires information area shall contain
the following information:
1) The name of the airline, or non-airline handling agent providing the tag;
2) The name of the passenger. Mandatory on demand printed tags and
optional on manually issued tags;
3) The date (ddmmm) and optionally the year (yy), and the place of issue.
Mandatory on demand printed tags and optional on manually issued tags;
4) A large bar code, which is essential for, automated baggage sortation
systems.
5) The baggage tag number in alpha-numeric characters;
6) The numeric translation of the bar code;
7) Record Locator on demand printed tags (optional);
8) Bag Tag Printer Address (LNIATA and/or symbolic address) on demand
printed tags (optional).
9) Optional information for baggage identification and handling, e.g.
PRIORITY to indicate “priority handling” or HEAVY to indicate “baggage
from 27kg and above” or 10/20 “no of pieces/ weight”, etc.

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IATA Resolution 740, Attachment

‘H’ requires information area shall
contain the following information:
 The baggage tag number in
alpha-numeric characters;
 The name of the airline, or non-
airline handling agent providing
the tag;
 The name of the passenger.
Mandatory on demand printed
tags and optional on manually
issued tags;
 A large bar code, which is
essential for, automated
baggage sortation systems.
 The numeric translation of the bar
code;
 Record Locator on demand
printed tags (optional);
 Bag Tag Printer Address
(LNIATA and/or symbolic
address) on demand printed
tags (optional).
 The date (ddmmm) and
optionally the year (yy), and the
place of issue. Mandatory on
demand printed tags and
optional on manually issued
tags;
 Optional information for
baggage identification and
handling, e.g. PRIORITY to
indicate “priority handling” or
HEAVY to indicate “baggage
from 27kg and above” or 10/20
“no of pieces/ weight”, etc.
Figure 3.6 - Sample of Demand Printed Baggage Tag

Limited Release Tag (LRT)
Procedure of using Limited Release Tag (LRT)
a) A Limited Release Tag (LRT) is a special type of baggage tag that is
attached to non-standard pieces of luggage such as strollers, sports
equipment and any checked baggage, which is:

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1) Oversized or exceeding the maximum weight limit and about to burst
open on the slightest handling.
2) Not admissible into the aircraft cabin and those items retrieved at
departure gate for safety reasons.
3) All fragile items e.g. TV set, radio, computer, car spare, windscreens,
vase, glassware, etc.
4) Perishable items.
5) Unsuitably packed, easily damaged baggage such as: cardboard or
styrofoam boxes or low quality hard shell suitcase or which can be easily
torn or damaged and pilfered.
6) Inadequate packaging e.g. one or more pieces of baggage which are tied
together under one baggage tag but can slip off or detach while
transporting from counter to aircraft and whilst loading and unloading e.g.
backpacks.
7) Bags presented damaged at check-in i.e. broken handle, broken strap,
locks damaged, zips apart or of its track, badly scratched, torn (partially
or tattered), dented or wheels missing.
8) Security removed items.
9) Bicycle, wheelchair and other sport equipment e.g. surfboard, ski kits,
golf sets which are poorly packed, hockey stick, cricket bat, ice hockey
stick and fishing tackles, etc.
10) Bags checked in late, which might not be loaded on the flight.
11) Duty free goods.
b) The above items when presented at check-in counter or confiscated at the
departure gates will be issued with LRT which has to be countersigned by
passengers.
c) The rule may not apply LRT to all boxes when the contents are excluded
from the above-mentioned.
d) The LRT procedures must be strictly compiled with and passengers must
be notified of the condition and request passenger to acknowledge
condition of baggage with signature on LRT.
e) At the point of check-in, passenger should be informed that the acceptance
of item is strictly at his/her own risk.
f) Ensure correctly tag or label of passenger baggage with correct destination
including pieces of the bags
g) Passenger is required to sign the LRT on the reverse side of the baggage
tag. The LRT stub must also be signed by passenger, which attached to
the passenger ticket.
h) In the event passenger refused to sign LRT, staff shall politely request the
passenger to repack or replace his/her baggage before acceptance.
i) For fragile item, even though BAV can reject passenger’s claim based on
the fragile clause, passenger can still raise a dispute since passenger is not
aware of the LRT condition. Thus passenger must be notified of the
condition and the suitability of the item.

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j) With regards to compensation, we may either pay based on weight or value
whichever is less. At the same time, we shall quote the relevant fragile
clause and mention that offer of compensation is on goodwill.
k) A email with tag number and reason LRT is issued should be dispatched to
arrival station or final destination/ station.
Limited Release Tag releases the airline from liability should this item become
damaged (DPR) and the following guidelines shall applied where:
a) Passenger must be notified of the condition and the suitability of the item.
b) The LRT must be signed before acceptance for check-in.
c) The LRT signed is attached to the passenger ticket.
d) The LRT stub, which is attached to the passenger ticket, must be also
signed by passenger.
e) A email with tag number and reason LRT is issued should be dispatched to
arrival station.
With absence of passenger’s signature, there is no consent and knowledge on
conditions/ state of checked baggage/ items, hence the full liability for such
carriage shall rest on the airline providing transportation.
Passenger is required to sign LRT except passenger whose flights that begin or
end at a US airport. US CFR Part 382 regulation specified that carrier must not
require passengers with a disability to sign a declaration of indemnity in order to
receive transportation or to receive services or accommodations for disability or
for damage to or loss of wheelchairs or other assistive devices. However, carrier
may note pre-existing damage to an assistive device to the same extent that
carriers do this with respect to other checked baggage
Figure 3.8 - Sample of Limited Release Tag

Handling of Checked Baggage
a) All old tags must be removed.
b) Apply appropriate destination tag and handling tag.
c) Place tags in an easily readable location, and where they will not easily be
torn off.
d) Follow tag instructions, and do not stick glue directly to passenger baggage.

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e) The 2 pieces of removable identification/ claim portion tag shall be
removed; one affixed to passenger’s baggage while the other to be affixed
to the passenger’s boarding pass which serves to identify the baggage at
delivery and in tracing.
f) Follow BAV procedure with respect to supplementary tags on baggage
items, such as:
1) Bamboo Business Tag (Check in) - This tag gives preferential treatment
to baggage of high yield passengers (Bamboo business class) for bag
handling staff to handle it in a differential manner and to give it a special
care and quick delivery at arrival terminals.
2) Priority Tag - preferential treatment for checked baggage especially at
points of loading/ unloading at aircraft side, quick transfer to/ from aircraft
and fast delivery to arrival claim carousel. This tag is used for checked
baggage of Diamond and First Tier member of Bamboo Club (BBC)
travelling on Bamboo Eco and Bamboo Plus.
3) Limited Release Tags – used on cases mentioned on Section 3.3.7.5.1.
4) Fragile Sticker – requires extra care in handling.
5) Heavy Tag – placed on items over 27 kg (50 lb).
6) Wheelchair Tag – places on wheelchairs as checked baggage (including
dry, liquid and lithium battery wheelchair)
Baggage Destination - Rules on Interline Baggage
a) Interline baggage is baggage that needs to be transferred between
connecting scheduled flights.
b) Interline baggage must be checked and tagged to the final destination as
specified in the passenger’s ticket, including conjunction tickets, where
qualify. Passengers with separate booking/ tickets can only be checked
through if connecting to another BAV flight or BAV codeshare partners.
c) Agent is required to check Minimum Connecting Time (MCT) and ensure
that passenger’s baggage can rely on making connections between airlines
or flights.
Baggage Condition
a) Baggage must be in good condition. Baggage that is damaged or unsuitably
packed may only be accepted under Limited Release.
b) BAV may refuse to accept baggage as checked baggage unless it is in
Bamboo Airways reasonable opinion properly and securely packed in
suitable containers to ensure safe carriage with ordinary care in handling.
c) Umbrellas, walking sticks, sleeping bags, camping gear or such may not be
attached to checked baggage.
d) Damaged baggage with visible fuel spillage shall not be accepted.

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Baggage Name Label
All checked baggage must have passenger’s name and optionally
passenger’s address and telephone number or email on outside of baggage.
Passengers must be informed of this requirement.
a) Staff have to ensure that name labels are attached to all check-in baggage.
b) Advise passenger that name should be same as the one mentioned in
ticket.
c) It is passengers’ responsibility to ensure that their baggage is adequate and
correctly labelled for purpose of identification.
d) Passengers should be strongly encouraged to put their name and address
on the inside of their baggage as well as the outside as this will be of
immense help in locating when the outside tag is separated from the
baggage.
e) This will assist to speed up restoration of baggage to rightful owner in the
event baggage is mishandled.
f) Name labels must always to be made available at check-in counters. Stock
must be replenished constantly to ensure supply of name labels does not
run out.
Rules on Pooling Baggage
a) When two or more passengers, traveling as one party to a common
destination or point of stopover by the same flight, present themselves and
their baggage for traveling at the same time and place, they shall be
permitted a total free baggage allowance equal to combination of their
individual free baggage allowances.
b) To comply with passengers and baggage reconciliation requirements, each
passenger of a non-family group should be given their own individual
baggage claim tag.
c) Passengers should be discouraged at all times from accepting other
passenger’s baggage for check-in as this may pose a potential security risk.
Passenger should be advised that if anyone asks them to check-in an item
or articles for checked baggage, they should refuse and inform the airline
or its handling agent employee.
d) Large groups with a group leader may pool their baggage. Baggage details
however must be inserted in each group member’s individual name. This
will assist the boarding gate agent to search the correct tag number in case
one of the group members is missing at boarding gate and baggage tracing
staff to easily locate the missing baggage.
Handling and Reporting of Undeclared Weapons
a) All firearms and ammunition must be declared to check-in agent at check-
in moment. Undeclared firearms and ammunition within checked baggage
shall result in such baggage being rejected during mandatory checked
baggage screening, and shall result in passenger being required to open

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such baggage for further inspection and safe handling, or confiscation of
such items for further processing.
b) Any undeclared weapons discovered in checked baggage, staff (check-in
agent, baggage or ramp agent) is required to inform to BAV Supervisor
immediately. BAV Supervisor will notify to Airport Authorities for further
action. Station Manager will send a incident report to BAV Security
Department as required.
Inspection for Damage or Leakage Checked Baggage
a) Packages or checked baggage must be inspected for signs of damage or
leakage upon checkin, loading and unloading from the aircraft or unit load
device.
b) If evidence of damage or leakage is found, the position where unidentified
substance or unit load device was stowed on aircraft must be inspected for
damage or contamination and any hazardous contamination removed.
c) Any person responsible for handling packages containing suspicious
substances during sorting and/ or loading becomes aware of damage to or
leakage from such a package, that person must:
1) Avoid handling the package or keep handling to a minimum;
2) Inspect adjacent packages for contamination and put aside any that may
have been contaminated;
3) Inform the appropriate local state authority and provide information on
any other countries of transit where persons may have been exposed to
danger; and
4) Notify BAV Supervisor and GSP supervisory staff.
d) If it is evident that a package or over pack of dangerous goods is damaged
or leaking, or if it is suspected that the package or over pack may have
leaked or been damaged, access to the package or over pack must be
restricted and an appropriate qualified person must, as soon as possible,
assess the extent of contamination and the resultant radiation level of the
package or over pack.
e) Scope of the survey must also include aircraft, aircraft equipment, adjacent
loading and unloading areas, and, if necessary all other material which has
been carried on the aircraft.
f) When necessary, additional steps for protection of human health, in
accordance with provisions established by the relevant competent
authority, must be taken to overcome and minimize consequences of such
leakage or damage.
g) Damaged packages or leaking dangerous goods contents in excess of
allowable limits for normal conditions of transport may be removed to an
acceptable interim location only under supervision and must not be
forwarded until repaired or reconditioned and decontaminated.
h) When in doubt, refer to the supervisory staff.

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3.4 SPECIAL BAGGAGE 20 Nov 2021
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SPECIAL BAGGAGE
Special baggage is all baggage that, because of its nature, size, or weight, is
excluded from the regular checked baggage allowance policy and/or that
needs special handling.
Bulky, Bike and Oversized Baggage
General
a) Oversized baggage is any baggage that exceeds the allowable maximum
dimension. Total dimention (length + width + height) of oversized bag is
more than 158cm/ 62 linear inches.
b) The overall weight of an oversized baggage must be less than 32 kg (70
lb.) This is for safe working conditions for all baggage agents. Any bag
whose linear dimensions (length + width + height) are between 159 cm and
203 cm is considered oversized.
c) Baggage whose linear dimensions exceed 203 cm (80 in) will not be
accepted as checked-in or cabin baggage. Passenger has to refer to BAV
Cargo or alternate air cargo company or freight carrier.
d) Bikes to be carried as checked baggage include all kind of regular bikes,
sport bikes, powered bikes (operated by thermo-battery or electric-battery,
etc.).
e) Specific rules may apply for: AVIH, WCH, musical instruments and large
sports equipment.
Maximum Single Item Weight
a) Each carrier will determine a maximum single item weight for checked
baggage taking into account:
1) Any local legislation or health and safety requirements.
2) Any other applicable limits for transfer baggage.
b) A single piece of baggage must not weigh more than 32kg.
Acceptance for carriage
a) When a passenger presents special baggage for check-in, the check-in
agent must check the PNR of the passenger to verify whether
transportation of those special baggage has been granted.
b) For Buky, Bike and Oversized Baggage, advance reservations must be
made at least 24 hours before scheduled departure time. BAV may refuse
acceptance if deemed necessary.
c) Limited liability may apply for checked-in special baggage.
d) Odd size baggage can not always be accepted. Acceptance depends on
the capacity of the (various) aircraft operating on the passenger’s routing.
If the baggage can not be accommodated on one of the aircrafts, it can not
be accepted for the whole route.

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e) If accepted, the passenger in such a way must pack baggage that the item
and/or its contents are sufficiently protected to endure ordinary handling:
1) Bulk must be packed in a neat manner without sharp-pointed angles.
2) Bike must be packed in a manner that satisfies the following
requirements:
i. Handle bars is positioned along the length direction of the bike.
ii. Disassemble and pack the bulky parts like: pedal, lamp, mirror,
support pole…
iii. The tires must be flatted before being packed.
iv. Bike must be packed in box.
3) Limit of dimension and weight for Bulk/ Bike transportation is subject to
individual aircraft and the regulations of carrying Bulk/ Bike transport by
local authorities at departure airport/ arrival airport during the route of
Bulk/ Bike transport.
Charges
a) Bulk transport fare is applied as normal access checked baggage.
b) Bike (BIKE) charge fee depends on fee table of Commercial block specified
for each route.
Handling procedures
At Ticketing Office/Agents/Call Center
a) Receiving request for BULK/BIKE or via e-mail
b) Check all conditions carriage to confirm whether baggage can be accepted
or not.
c) Inform passengers directly or email about conditions carriage and
possibility of acceptance.
d) Add SSR BULK/BIKE onto system incase the item is accepted for
transportation.
At departure, intermediate, arrival airports
a) Upon receiving the Bulk/ Bike request, BAV Duty Manager at the departure,
intermediate, arrival stations coordinate with GSP to prepare for
BULK/BIKE handling service and supervise the procedures.
b) Check-in staff is responsible for checking the packaging of Bulk/ Bike to
make sure it is compliant with the current transport requirements.
c) Inform Load Control staff in case such baggage, individual or cumulative
weights, that exceed normal allowances.
d) If passenger requests the service for BULK/BIKE when checking in at an
airport: BAV Supervisor at the airport shall base on the actual situation and
departure time of the flight to accept or refuse the request of transport for
Bulk/ Bike.

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Cabin Baggage (CBBG)

Definition
Cabin Baggage is baggage not usually suitable for loading in the aircraft hold.
Such baggage may include:
a) Musical instruments.
b) Works of art.
c) Electronic equipment.
d) Diplomatic baggage.
e) Valuable baggage.
General Regulation
a) Cabin baggage (CBBG) are baggage that passengers purchase seat(s)
next to them for carriage.
b) When a passenger requires the use of a seat(s) in the passenger cabin for
baggage or fragile item or diplomatic mailbag, either an excess baggage
ticket in accordance with IATA PSC Resolution 742a will be issued, or a
separate passenger ticket will be issued.
c) Each passenger is allowed to purchase a maximum of 2 additional seats
for this purpose.
d) Maximum booking of seats per passenger is 3 seats inclusive of the
passenger seat. Carriage of musical instruments in the cabin is to be placed
strictly on the floor of window seat. All other conditions is as stipulated
above.
e) The maximum number of seats for carriage of baggage or articles per flight:
no limitation. The passenger concerned must be seated adjacent to the
articles.
f) Maximum weight and dimension of baggage or articles on each seat will be
restricted within seat limitations as follows:
Table 3.2 - Cabin Seat Baggage Limitation
Measurement Dimension
Maximum 75 kg
Weight
0.046 kg/cm2
Pressure
160 cm (63 in)
Height
40 cm (16 in)
Width
50 cm (20 in)
Length
g) Note: Dimension of the freight item is to be restricted within the armrest of
the seat (40cm x 40cm). When dimensions are exceeded, dispensation
may be sought from Flight Safety Department.

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Acceptance for carriage
a) CBBG services request must be made at least 24 hours prior to scheduled
departure time (STD)
b) Passenger and CBBG must have confirmed ticketed on the same flight and
in the same class of service.
c) CBBG must be packed (if necessary) or covered in a manner, so that it
does not scratch the seat, and avoids possible injury to passengers and
cabin crewmembers.
d) All items that are listed as dangerous goods are prohibited from carriage
on the passenger seats.
e) CBBG must be stabilize by extra seat belt during flight.
Handing procedures
At Ticketing office/Agents/Call Center
a) Receiving request for CBBG.
b) Inform passengers about conditions of carriage and possibility of
acceptance
c) Check all conditions to ensure that the CBBG is suitable for carriage
d) In Reservations system record, it will be reflected with the abbreviation
“CBBG” immediately after the passenger’s name. e.g. 2
WHITE/TMR/CBBG (incase of issuing a separate ticket for CBBG) or add
SSR CBBG/EXST (incase of issuing ticket for passenger and CBBG at the
same time) – Refer to the Reservation Manual of Commercial.
At departure airport
a) BAV’s Supervisor at the airport
1) Coordinate GSP to prepare, follow and supervise the CBBG handling
process.
2) If passenger requires CBBG service at the time of departure at the airport,
BAV’s Supervisor decide to accept or refuse the request according to
regulations of local authorities of departure, transfer, arrival airport and
departure time of the flight.
b) At check-in counter:
1) GSP staff check carriage condition, check-in and inform passenger that
passenger shall take care of his own baggage, carry it, and assume all
risks may arise during its time in lounge and when it is uploaded into
cabin
2) According to situation and departure time, check-in staff requires
passenger repack suitable or reject for carriage if CBBG is not guarantee
for carriage.
3) Passenger and his CBBG shall be allocated next to each other in the
same row for their convenience. All freight items must be loaded on
window seats and must not impede from passenger movement to the

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aisle. Nature of freight must not be detrimental, causing discomfort and
offensive to surrounding passengers.
4) Passenger and the freight items must not be seated and placed at and
adjacent to emergency exits which could restrict access to or use of any
required emergency or regular seats. Do not obscure any passenger’s
view of the seat belt sign, no smoking sign or required exit sign.
5) Other excess cabin baggage cannot be placed on the cabin seat due to
no proper strapping. Bags or gold bullion cannot be stowed in the
overhead bin or placed under the seats due to too heavy.
6) Staff must extract and issue the appropriate number of flight coupon(s)
and boarding passes accordingly.
7) Staff must record the appropriate pieces and weight of the baggage or
articles to be loaded onto the seat(s) in the passenger’s record.
8) Passenger’s boarding pass shall be issued in the normal manner but for
articles on seat, separate boarding passes is/are to be issued using the
passenger’s name followed by the abbreviation “CBBG”, e.g.
WHITE/TMR/CBBG.
9) All baggage or articles to be loaded on seats must be tagged with cabin
tag(s) of appropriate class after date stamping on the tag(s) and it is note
that CBBG isn’t included dangerous good.
10) Staff must notify departure gate staff of such passenger together with the
number of seat and weight of the baggage or articles utilized for the
purpose and request them to send a staff to assist passenger with his
cabin baggage. Staff shall not handle passenger’s fragile item but assist
with other cabin baggage.
11) Staff is also required to notify Load Control for further handling.
12) Passenger must be requested to report to the departure gate early.
c) Technical company collaboration with Crew crew ensures to provide
adequate number of extra seat belts before the flight and recollect them all
after the flight.
d) At Gate
1) Notice passenger and CBBG to “ Special Information to Crew” and send
to cabin crew before boarding started.
2) Staff who received CBBG information must coordinate with Ramp
Services to have lines available to lash the baggage or article onto the
seat and also coordinate with Cabin Crew to check extended seat belts
available.
3) Passenger is to be boarded immediately after the boarding of passenger
requiring special assistance.
4) A email is to be sent to route and destination stations informing them of
the baggage or article on seat details and request destination stations to
provide staff to assist passenger with passenger’s cabin bags on arrival.
e) On the plane

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1) Notice passenger with CBBG to the captain after receiving “ Special
Information to Crew”.
2) Instruct passenger to the allocated seats.
3) Upon receipt of such information from gate staff, the Cabin attendent
must secure brown lines or extended seat belts to lash the baggage or
article to the seat(s).
4) In the placement of freight/ articles on the passenger seat, Cabin
attendent shall use seat belt extension for restraining, which must cover
forward, sideways and upward movement.
5) Passenger shall take care of his block baggage during flight
6) Extreme care must be exercised not to damage the baggage or article to
be lashed.
7) Cabin attendents must ensure that the lashings are properly done to
prevent movements in flight.
f) Load Control
1) For manual load sheet: Load Control staff is required to record the
number of seats utilized for this purpose together with the baggage or
article weight loaded on the seat in the load message space of the load
sheet for the station of discharge. e.g. CBBG 15A/45 kg.
2) A email copy to Station Manager must be manually sent to route and
destination stations advising the seat usage.
Crew Baggage
Crew baggage may be presented at check-in counters at the airport and
should be clearly identified with a crew label as well as all flight details.
Sports Equipment
General regulations
a) Sport equipment (SPEQ) is defined as a bag or piece of equipment
obviously dedicated to the pursuit of sporting activity.
b) Sports equipment reservation must be made at least 24 hours before
scheduled departure time.
c) All sports equipment must be properly packaged in protective bags or wrap.
d) Inform Load Control staff in case such baggage, individual or cumulative
weights, that exceed normal allowances Definition
Golf Equipment
a) The baggage allowance standard for GOLF set is based on the
implementation of the Commercial Block for each route and ticket class
b) The size and weight of the GOLF piece must comply with the maximum
limit of 1 piece of baggage prescribed by BAV.
c) One golf set is a combination of the followings:
1) 14 golf clubs

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2) 12 golf balls
3) One pair of golf shoes
4) Putting tees
5) Items outside of this list will not be considered as parts of the golf set.
Surfboards/ Wind Surfing
a) One surfboard/ windsurfing to a maximum length of 2.5 meters (250 cm or
98 inches).
b) Items over 2.5 meters in length shall not be accepted as checked baggage.
c) For wind surfing: mast, boom and sail also included if wrapped as one item.
d) Surfboards/ Wind Surfing are considered as the standard checked
baggage. Baggages that exceed the free baggage allowance (FBA) will be
charged as excess baggage.
Sailboards and Masts
Sailboards and Masts are considered as the standard checked baggage.
Baggages that exceed the free baggage allowance (FBA) will be charged as
excess baggage.
Canoes
To be accepted strictly as cargo
Bikes/ Bicycles (Touring or Racing – non-motorised)
a) With handle bars fixed, side ways and pedals removed.
b) Accepted in place of one 62 inches (158cm) bag.
c) Suitably packed in a bike box (to protect both the bike and the baggage of
other passengers).
d) Refer Section 3.4.1.4.b) for Bike charge fee on domestic flights.
Fishing Equipment
a) Fishing equipment is defined as two rods, one reel, one landing net, one
pair of fishing boots (all properly encased) and one fishing tackle box.
b) Fishing Equipment are considered as the standard checked baggage.
Baggages that exceed the free baggage allowance (FBA) will be charged
as excess baggage.
Archery Equipment
a) A combination of the following:
1) One bow
2) One quiver containing arrows
3) A maintenance kit
b) Archery Equipment are considered as the standard checked baggage.
as excess baggage.

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Bowling Equipment
a) One item of bowling equipment is defined as
1) One bowling bag,
2) One or two bowling balls and
3) One pair of bowling shoes.
b) Bowling Equipment are considered as the standard checked baggage.
as excess baggage.
Hunting Equipment
Hunting Equipment are considered as the standard checked baggage.
Baggages that exceed the free baggage allowance (FBA) will be charged as
excess baggage.
Parachutes
a) Hang gliders will only be accepted if they are within the maximum
dimensions of 2.5m x 1.00m x 0.80m (98in x 39in x 31in).
b) Sports parachutes are accepted under the rules and procedures for cabin
baggage provided no items classified as dangerous goods (example:
pressurized oxygen cylinders) are included.
c) Parachutes are considered as the standard checked baggage. Baggages
that exceed the free baggage allowance (FBA) will be charged as excess
baggage.
Sports Firearms and Ammunition
a) Sporting firearms will be included in determining FBA. If exceeding, normal
excess baggage applies.
b) Note: Please refer to BAV DGM – Article 3.5.10.2
Scuba Diving Equipment
a) One item of scuba diving equipment is defined as:
1) A scuba cloth
2) A breath tube
3) A pair of screws
4) A diving mask.
b) The equipment belong to dangerous goods group (for example:
pressuregauge, scuba, …) shall not be accepted.
c) Scuba Diving Equipment are considered as the standard checked baggage.
as excess baggage.
Snow/ Water Skiing Equipment
a) One item of skiing equipment consists of:
1) One pair of skis, one pair of ski poles, one pair of boots, or

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2) One snowboard, one pair of boots, or
3) One pair of standard water skis or one slalom water ski.
b) Snow/ Water Skiing Equipment are considered as the standard checked
baggage. Baggages that exceed the free baggage allowance (FBA) will be
charged as excess baggage.
Golf Club/ Bag
a) All checked-in baggage including golf club should be accorded with special
attention at the departure build-up and speedy retrieval at sorting claims
area.
b) An oversize conveyor belt system is to be used if normal delivery to
baggage make-up area is not possible due to its size.
c) Golf clubs for a particular destination are to be loaded in the same ULD
irrespective of the passenger’s class of travel.
1) The ULD loaded next to the BBCL baggage container.
2) For narrow body aircraft, the golf clubs are to be loaded in Hold 1.
3) To maximize ULD utilization, other baggage for same destination can be
loaded together with the golf clubs.
d) Do not place golf clubs on tractor or moving vehicle for delivery to and from
the aircraft as it may fall down and damage during transportation.
e) Avoid rough handling of golf clubs both at arrival/ departure conveyor belt
as well as during loading/ unloading at aircraft side.
f) Note: Golf clubs either using hard shell golf travel containers or all other
golf travel bag e.g. soft-sided bags MUST be tagged with LRT, complete
with passenger’s signature at the designated column.
General Handling procedures
At Ticketing Office/Agents/Call Center
a) Receiving request for SPEQ/GOLF or via e-mail
b) Check all conditions carriage to confirm whether baggage can be accepted
or not.
c) Inform passengers directly or email about conditions carriage and
possibility of acceptance.
d) Add SSR SPEQ/GOLF onto system incase the item is accepted for
transportation.
At departure, transfer, arrival airports
a) Upon receiving the SPEQ/GOLF request, BAV Duty Manager at the
departure, transfer, arrival stations coordinate with GSP to prepare for
SPEQ/GOLF handling service and supervise the procedures.
b) Check-in staff is responsible for checking the packaging of SPEQ/GOLF to
make sure it is compliant with the current transport requirements.
c) Inform Load Control staff in case such baggage, individual or cumulative
weights, that exceed normal allowances.

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d) If passenger requests the service for SPEQ/GOLF when checking in at an
airport: BAV Supervisor at the airport shall base on the actual situation and
departure time of the flight to accept or refuse the request of transport for
SPEQ/GOLF.
Baby Stroller & Manual Wheelchair
Acceptance Conditions
a) If passengers travel with infants/ small children and/ or use wheelchair
services, baby stroller and manual wheelchair do not form part of free
baggage allowance or paid baggage allowance. They are carried free of
charge provided that each passenger is allowed to check one.
b) If not, baby stroller and manual wheelchair will be included in FBA. If
exceeding, normal excess baggage applies.
Accepting Baby Stroller & Manual Wheelchair
a) Baby stroller/ wheelchair must be tagged at the point of check-in, under a
LRT.
b) The actual weight of the baby stroller/ wheelchair must be updated in
system. Add a comment in the system to show the weight of the baby
stroller/ wheelchair.
Example: 1 baby stroller/ wheelchair 10 kg tag no QH012345.
c) Passenger should be allowed to use the stroller/ manual wheelchair until
the boarding gate.
d) Gate staff must collect all strollers/ wheelchairs and leave them at the
aircraft door. Ramp staff will handle and load in compartment 5.
e) Baby strollers/ wheelchairs that are not tagged at the point of checkin must
be intercepted at the gate, tagged under a LRT and collected from the
passenger before boarding. System must be updated to add the additional
piece/ weight and the LRT number for baggage reconciliation, weight and
balance purposes.
Battery Powered Wheelchair and Mobility Aid
Acceptance Conditions
a) If passengers use wheelchair services, wheelchairs and mobility aids do
not form part of free baggage allowance or paid baggage allowance. They
are carried free of charge provided that each passenger is allowed to check
one.
b) If not, wheelchairs and mobility aids will be included in FBA. If exceeding,
normal excess baggage applies.
Definition

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a) Lithium-ion batteries (sometimes abbreviated Li-ion or LiPo batteries).
The term “lithium battery” refers to a family of batteries with different
chemistries, comprising many types of cathodes and electrolytes. Lithium
ion batteries are a secondary (rechargeable) battery where the lithium is
only present in an ionic form in the electrolyte. Also included within the
category of lithium-ion batteries are lithium polymer batteries. Examples of
lithium ion battery chemistries are lithium cobalt oxide and lithium iron
phosphate.
b) Non-spillable wet batteries have an absorbed electrolyte (AGM,
absorbed glass mat, gel battery, gel cell, sealed lead-acid (SLS), dry and
dry cell) and do not leak any electrolyte or liquid even if the battery case is
ruptured or cracked. The batteries must be capable of passing certain
vibration and pressure differential tests.
c) Spillable wet batteries have a number of openings on top where a liquid
electrolyte (corrosive) is poured in to maintain the chemical reactions
required to generate electrical energy.
d) WCBD – mobility aid with non-spillable batteries.
e) WCBW - mobility aid with wet cell batteries.
f) WCLB – mobility aid with lithium ion batteries.
Limitations and Classification (DGR 2.3.2)
Battery-powered wheelchairs and mobility aids are classified in the following
3 categories:
Wheelchairs/Mobility Aids with Non-Spillable Wet Batteries or Batteries which
Comply with Special Provision A123 or A199
Refer Special provisons on Chapter 9 Appendix of BAV’s Dangerous Goods
Manual (DGM)
a) Non-spillable wet cell batteries must comply with special provision A67
b) Examples of batteries complying with special provision A123 and A199 are:
alkali-manganese, zinc-carbon, nickel-cadmium and nickel-metal hydride
batteries.
c) A passenger may carry a maximum of one spare battery, which must be
carried in a strong, rigid box provided by the user and carried in the cargo
compartment.
Wheelchairs/Mobility Aids with Spillable Wet Batteries
If the wheelchair or mobility aid cannot be loaded, stowed, secured and
unloaded always in an upright position, the battery must be removed. Having
the dimensions of the device in advance of travel will enable the operator to
determine if the battery needs to be removed prior to loading in the aircraft.
Wheelchairs/Mobility Aids with Lithium Batteries
a) Wheelchair, mobility aids and assistive devices with non-removable
battery(ies): Battery(ies) that cannot be removed from the wheelchair or
mobility aid (non-collapsible device):

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1) The batteries must be of a type which meets the requirements of each
test in the UN Manual of Tests and Criteria, Part III, subsection 38.3.
2) Battery(ies) to remain in the device and securely attached to the
wheelchair or mobility aid.
3) The battery terminals must be protected from short circuits by insulating
the terminals (e.g. by taping over exposed terminals).
4) The wheelchair/mobility aid must be switched off and protected from
accidental activation.
5) No battery power rating (WH) limitation.
b) Wheelchair, mobility aids and assistive devices with removable battery(ies):
Battery(ies) that can be removed from the wheelchair, mobility aid
(collapsible device):
test in the UN Manual of Tests and Criteria, Part III, subsection 38.3.
2) The battery(ies) must be removed and protected from short circuit by
insulating the terminals. The wheelchair/mobility aid may then be
checked-in without restriction.
3) The removed battery(ies) must be protected from damage by placing
them individually in a protective pouch, and carried as cabin baggage.
4) The power rating of the battery must not exceed 300Wh, or for devices
fitted with two batteries, not exceed 160Wh each.
5) Passengers are allowed to take one spare battery not exceeding 300Wh,
or two spare batteries not exceeding 160Wh each. They must be carried
as cabin baggage.
Handling procedure
At Ticketing office/ Agents/ Call Center
a) The mobility aid has to be got approval from BAV (via ticketing office and
Call Center) at least 48 hours in advance, or as soon as possible, for the
mobility aid to be carried on a booked flight.
1) In case passengers notify BAV at least 48 hours prior to the schedule
departure time, Staff at ticketing office/Call center shall follow the below
procedure:
i. Receive request for Battery Powered Wheelchair and Mobility Aid.
ii. Check with passenger detail information about Battery Powered
Wheelchair and Mobility Aid (refer the section b below)
iii. Send this request to Ground Operation & Services Block to
confirm whether baggage can accept as soon as possible.
iv. Inform passengers about conditions of carriage and possibility of
acceptance
- If the item is not accepted for transportation: Send feedback
and attached the reason.

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- If the item is accepted for transportation: Send feedback and
attach the advice.
2) In case that the passengers notify BAV less than 48 hours prior to the
schedule departure time, the below procedure shall be followed:
i. Receive request for Battery Powered Wheelchair and Mobility Aid.
ii. Check with passenger detail information about Battery Powered
Wheelchair and Mobility Aid (refer the section b below)
iii. Recommend passengers should present at check-in counter early
to supported by BAV’s staff.
iv. Send this request to relevant airport and Ground Operation &
Services Block.
v. BAV’s Supervisor at the airport: When receiving information,
BAV’s Supervisor brief the check-in staffs and check information
actively to handle baggage.
b) The minimum information required as part of the approval process includes:
1) Does the mobility aid have a battery?
2) Who is the device manufacturer and what is the model number?
3) What type of battery is used to power the mobility aid?
i. The three battery types are: lithium ion, non-spillable and spillable.
- for lithium ion batteries, the number and Watt hour rating of
installed and spare battery(ies) is required.
- for non-spillable batteries, if the passenger is travelling with a
spare battery, they must pack this in a strong, rigid box.
- spillable batteries, the mobility aid must always be kept upright
during loading and unloading.
ii. If the passenger is unsure of the battery type, the passenger
should be asked if anyone is able to help them determine this in
advance of their travel.
4) What is the total weight of the mobility aid, including installed batteries
and accessories?
5) What is the length, width and height (including accessories) of the
mobility aid as presented for air travel?
6) Does the mobility aid have any removable or adjustable parts (such as a
custom seat cushion, joy stick or headrest)?
7) Is the battery specifically designed to be removed for transport? If the
answer to this question is yes, the passenger should be prepared to
provide instructions on how to remove the battery prior to loading.
8) Is the user aware of how to disconnect power from the device?
9) Is the user aware of how to engage/disengage the freewheel mode for
the mobility aid?

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a) If passenger requires to carry the mobility aid at the time of departure at the
airport, GHA staff must verify that the passenger has confirmed that the
battery is a non-spillable wet battery that complies with special provision
A67, or a nickel-metal hydride battery that complies with Special Provision
A199 or dey battery that complies with Special Provision A123.
b) Mobility aids with Non-spillable wet batteries or with Batteries which Comply
with Special Provision A123 or A199
1) Non-spillable batteries must comply with Special Provision A67 or the
vibration and pressure differential tests of Packing Instruction 872
2) Prior to loading, the GHA staff/BAV Representative must verify:
i. The battery terminals are protected from short circuits, e.g. by
being enclosed within a battery container;
ii. The battery is securely attached to the wheelchair or mobility aid
iii. Electrical circuits have been inhibited.
3) The wheelchair/battery-powered mobility aid must be secured against
movement in the cargo compartment and must be carried in a manner so
that they are protected from being damaged by the movement of
baggage, mail, or cargo;
4) Where a battery-powered or other similar mobility aid is specifically
designed to allow its battery(ies) to be removed by the user
(e.g.collapsible):
i. The batteries must be removed by the user, if the mobility aid is
specifically designed to allow it to be, following the manufacturer’s
instructions. The wheelchair/mobility aid may then be carried as
checked baggage without restriction;
ii. The removed battery(ies) must be carried in strong, rigid
packagings which must be carried in the cargo compartment
iii. The batteries must be protected from short circuit; and
5) The pilot-in-command must be informed of the location of the packed
battery through NOTOC.
6) It is recommended that passengers make advance arrangements with
BAV.
c) Mobility aids with Spillable batteries
Whatever the wheelchair or mobility aid can be loaded, stowed, secured
and unloaded always in an upright position then the battery may remain
installed in the wheelchair. The GHA staff/BAV Representative must
verify that:
1) The battery terminals are protected from short circuits, e.g. by being
enclosed within a battery container;
i. The battery is securely attached to the wheelchair or mobility aid

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ii. Electrical circuits have been inhibited;
iii. The wheelchair/battery-powered mobility aid must be secured
against movement in the cargo compartment and must be carried
in a manner so that it is protected from being damaged by the
movement of baggage, mail, or cargo.
2) If the wheelchair or mobility aid cannot be loaded, stowed, secured and
unloaded always in an upright position, the battery must be removed by
the user, if the mobility aid is specifically designed to allow it to be,
following the manufacturer’s instructions. The wheelchair or mobility aid
may then be carried as checked baggage without restriction;
3) The removed battery must be carried in strong, rigid packagings as
follows:
i. Packagings must be leak-tight, impervious to battery fluid and be
protected against upset by securing to pallets or by securing them
in cargo compartments using appropriate means of securement
(other than by bracing with freight or baggage) such as by use of
restraining straps, brackets or holders;
ii. Batteries must be protected against short circuits, secured upright
in these packagings and surrounded by compatible absorbent
material sufficient to absorb their total liquid contents; and
iii. These packagings must be marked "Battery, Wet, with
Wheelchair" or "Battery, wet, with mobility aid” and be labelled
with the "Corrosive" and "Package Orientation" label;
4) The wheelchair/battery-powered mobility aid must be protected from
being damaged by the movement of baggage, mail, or cargo
5) The pilot-in-command must be informed of the location of a wheelchair
or mobility aid with an installed battery or the location of a packed battery
through NOTOC.
BAV; also that batteries which are spillable should be fitted with
spillresistant vent caps when feasible.
d) Mobility aids with Lithium batteries
Mobility aids with Lithium batteries may be carried with the following
conditions:
test in the UN Manual of Tests and Criteria, Part III, subsection 38.3;
2) The GHA staff/BAV Representative must verify that:
i. The battery terminals are protected from short circuits, e.g. by
being enclosed within a battery container;
ii. The battery is securely attached to the wheelchair or mobility aid
iii. Electrical circuits have been inhibited.

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3) Mobility aids must be secured against movement in the cargo
compartment and must be carried in a manner so that they are protected
from being damaged by the movement of baggage, mail or other cargo;
4) Where a battery-powered wheelchair or other similar mobility aid is
specifically designed to allow its battery(ies) to be removed by the user
(e.g. collapsible):
i. The battery(ies) must be removed. The wheelchair/mobility aid
may then be carried as checked baggage without restriction;
ii. The battery(ies) must be protected from short circuit by insulating
the terminals (e.g. by taping over exposed terminals);
iii. The removed battery(ies) must be protected from damage (e.g. by
placing each battery in a protective pouch). The battery(ies) must
be carried in the passenger cabin;
iv. Removal of the battery(ies) from the device must be performed by
following the instructions of the manufacturer or device owner;
v. The battery must not exceed 300 Wh, or for a device that is fitted
with two batteries required for operation, each battery must not
exceed 160 Wh;
vi. The spare batteries: May be carried a maximum of one spare
battery not exceeding 300 Wh or two spares each not exceeding
160 Wh
5) The pilot-in-command must be informed of the location of the mobility aid
with an installed battery or the location of the lithium battery when
removed and carried in the cabin through NOTOC;
BAV.
7) An interline reservation shall be not confirmed to a passenger
accompanied by a power driven wheelchair, and such wheelchair shall
not be checked for interline carriage unless prior confirmation has been
received from other carrier(s) participating in the itinerary, that it/they will
accept the wheelchair for transportation on its flight(s).
e) General procedure:
Wheelchairs/ Mobility aids with wet batteries, spillable batteries, lithium
batteries for use by passengers whose mobility is restricted by either a
disability:
1) Transportation for Wheelchairs/ Mobility aids with wet batteries, dry
batteries, lithium batteries must be approved by BAV and allowed to be
carried as checked baggage.
2) Wheelchairs/ Mobility aids with non-removeable batteries, when
accepted for transport, staffs are required to comply with Section above.
Also, notify the Captain loading positions of Mobility aids after receiving
Mobility aids with Spillable battery or with lithium battery (non-removeable
batteries).

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3) Wheelchairs/ Mobility aids with removeable batteries:
i. After removing the batterries, Mobility aids will be handled as
normal baggage.
ii. The transportation of batteries must comply with the conditions in
section above.
iii. If the wheelchair or mobility aid cannot be loaded, stowed,
secured and unloaded always in an upright position, the battery
must be removed.
iv. The captain must be notify about the loading position of the
batteries.
4) Label
i. Wheelchairs accepted for transportation as checked baggage: are
tagged Priority.
ii. Staffs could use the below label to support wheelchairs/ mobility
aids service. Part A is sticked on them and said that are batteries
removed from them; Part B is used to identify batteries are
removed from wheelchairs/mobility aids.
Fuel cells contained in portable electronic devices

a) Fuel cells for handheld electronic devices such as photo recording devices,
mobile phones, latops, video recording devices) allowed to be carried
aboard via carry-on baggage and personal items.
b) Spare fuel cell box allowed to be carried aboard via checked baggage,
carry-on baggage and personal items.
c) Acceptance conditions:
1) Fuel cell box may contain flammable liquid, corrosive substances,
flammable liquid gas, water-reactive substances or hydrogen in metal
hydrides.

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2) Must not refill fuel cells on aircrafts unless doing so by using spare fuel
cartridges.
3) The maximum mass of fuel in each battery pack or each fuel cell cartridge
is not allowed to exceed:
i. 200ml/200ml for liquid
ii. 200g/200g for solids
iii. For liquefied petroleum gas, 120 ml for battery fuel canisters and
spare fuel canisters for non-metallic batteries or 200 ml for battery
fuel canisters and metal battery backup fuel canisters type
iv. For hydrogen in metal hydride, the water capacity in the battery
fuel tank and battery backup fuel tank is allowed to be 120 ml or
less.
d) Each fuel cell or battery backup fuel container must comply with IEC 62282-
6-100 Ed.1, including Amendment 1, and must have a manufacturer's
certification mark. manufactures that the battery conforms to the IEC
62282-6-100 Ed.1 specification, including Amendment 1. In addition, each
battery backup fuel container clearly states maximum weight and type of
fuel used.
e) Battery fuel tanks, battery backup fuel containers containing hydrogen in
metal hydride must comply with the provisions of Special Clause A162
f) Each passenger must not bring more than 02 spare fuel containers for
batteries.
g) Fuel cells containing fuel are only allowed in carry-on baggage.
h) The interaction between the fuel cell and the battery integrated in the device
must comply with IEC 62282-6-100 Ed.1, including 1st amendment. Fuel
cells for which their sole use is intended is for charging other devices that
are not allowed to be shipped.
i) When portable electronic equipment is switched off, the fuel cell must have
a feature to disconnect the power supply; on the fuel cell housing, the
manufacturer shall indicate in English: "APPROVED FOR CARRIAGE IN
AIRCRAFT CABIN ONLY" and in the language of the Country of origin if
required.
Syringes or Other injectable medication
Acceptance conditions
a) Passengers requiring the use of medical syringes or injectable medication
in flight such as diabetics and other passengers with documented proof of
medical need are allowed to carry such items on board. Only apply on BAV
flights with minimum flight time is 2 hours and 30 minutes.
b) These passengers must fulfill the following criteria:
1) Holding a doctor’s certificate.
2) Unused syringes accompanied by medications such as insulin or insulin
medication loaded syringes.

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3) The syringes or injectable medications must be in manufacturer's intact
packaging and labelled so that they can be identified.
4) The needle length must not be exceeded 06 cm
5) Items are available at any time for security inspection such as x-ray
check.
Accepting Syringes or Other injectable medication
a) Assign last row seat (of passenger’s booked service compartment) for
passenger requiring syringes or other injectable medication.
b) GSP receive syringes or other injectable medication from passenger, then
handover it to CM (Cabin Manager) at aircraft doorside.
c) GSP handover “Notification to Cabin Crew” Report to CM including the
followings:
1) Number of passengers requiring the use of medical syringes or other
injectable medication
2) Passenger’s seat number
3) Number of syringe bags on board
d) Used syringes can not be disposed in the cabin, passenger will need to
keep the used syringes.
e) Passenger not fulfilling the above criteria might be asked to remove these
items from the hand carry baggage and check in unless approval is
obtained from the Captain. It may also result in refusing carriage of these
items.
Human Remains
General regulations
a) Ashes
1) Cremated remains are human remains that have been reduced to ashes
by burning.
2) Ashes may be allowed to carry as cabin baggage or checked baggage
provided that passenger possesses Quarantine Certification of Medical
Center (City or Province level).
3) The container, called an Urn - must be properly packed, air tight, if it is
surrendered as checked baggage.
4) Cremated human remains must be shipped in funeral Urns which is an
efficiently cushioned suitable packing material which has a sealed outer
box or case.
5) Urns containing human remains must be handled with respect. They can
be hand-carried by passenger or checked-in as checked baggage
depending on passenger’s request. They must not be placed below
heavy baggage for risk of damage or breakage.
b) Remains

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1) Remains are only accepted to carry as checked baggage in Domestic
flights.
2) Remains must be granted Quarantine Certification by Medical Center
(City or Province level).
3) Remains must be firmly packed and put in hard container to ensure not
to be damaged and smelled, observing the instruction of Medical Center.
c) The carriage of remains or ashes is only applied for BAV flights, otherwise
passenger has to contact with carrier concerned for acceptance. The
carriage must be complied with regulations of local government(s)
concerned of departure, transit and arrival station.
d) Ground handling staff must receive remains or ashes directly from
passenger at the departure station and delivery directly HUM to passenger
at the arrival station.
e) BAV does not accept to carry dead body as baggage. Dead body is only
accepted to carry in cargo compartment applying cargo handling
regulations.
Handling procedure
a) General
1) Advance reservation must be made at least 24 hours before scheduled
departure time.
2) If passenger requires ashes or remains service at the time of departure
at the airport, BAV’s Supervisor decide to accept or refuse the request
according to regulations of local authorities of departure, transfer, arrival
airport and departure time of the flight.
1) The passenger must be in possession of necessary documentation
including a certificate of death issued by competent authority and
Quarantine Certification of Medical Center (City or Province level).
2) Check-in staff check the safe packing of remains or ashes and relevant
documents according regulation.
3) If it is carried as cabin baggage, the Urn must be placed inside a cabin
baggage (this is to prevent it from being seen by other passenger).
4) Ramp staff will handle and load in the aircraft hold as per loading
instruction in the loading.
5) Send the message to concern stations: loading area, special
requirement, passenger ‘s telephone number.
c) At arrival airport:
1) Check all concerned messages and unload the Urn, and deliver to
passenger directly.
2) Allocate the seperately delivery area

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Pet travel service

Scope
a) Pet travel service is only accepted if the passenger has a single-way
itinerary on BAV flights (no connecting itineraries)
b) For Animal in Hold (AVIH) service:
1) Applicable on both regular and charter flights of Bamboo Airways
2) Domestic flights: accept on routes operated only by Embraer aircrafts
3) International flights: accept on routes operated only by B787 aircrafts
c) For PETC service:
1) Applicable to all types of aircraft that BAV is operating
2) Accept on both Business class and Economy class.
3) Applicable on all routes operated by BAV (Domestic and International
routes), including regular and charter flights
General conditions
a) The pet travel service reservation will be based on the ticketing and
reservation manuals.
b) Pet travel service must be made at least 24 hours before departure. Do not
accept pet travel service at the airport without having booked before
Conditions for carriage
Pet travel service
AVIH PETC
Definition Pet as checked baggage service Pets as carry-on baggage service is
(Animal in hold) is the carriage of the carriage of dog and cat on board.
domestic dog, cat, bird as checked
baggage
Service The reservations of AVIH service The reservations of PETC service
booking must be booked at least 24h before must be booked at least 24h before
time the departure time. the departure time.
Quantity - Each passenger is accepted to - Each passenger is accepted to
travel with maximum 03 AVIH travel with maximum 02 pets. For
- The maximum AVIH on each flight Business class passenger: accept to
travel with maximum 01 pet.
is 09
- The total pets on each compartment
are:
 Business class: accept 01 pet.
 Economy class: accept 02
pets.
Weight - Total weight of pet and kennel must - Total weight of pet and kennel must
not exceed 32 kg. Transported as not exceed 10 kg. Transported as

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freight if total weight of AVIH and checked baggage if total weight of pet
kennel is over 32 kg. and kennel is over 10 kg.
Kennel - The total three dimensions (length - In case pet kennel dimensions does
+ width + height) of the kennel must not exceed 35 cm (length) x 30cm
not exceed 203 cm. (width) x 20 cm (height): the pet
kennel must be placed on aircraft
floor, in front of the passenger seat
and DO NOT need to buy an extra
seat.
- In case pet kennel dimensions has
at least one side exceeding 35 cm
(length) x 30cm (width) x 20 cm
(height): passenger who have
booked PETC service must purchase
an additional seat next to PETC.
Moreover, passengers must prepare
suitable pads to spread under the pet
kennel to ensure the hygiene of the
pet seat. Maximum dimension of the
kennel accepted for carriage when
placed on the passenger seat: 50cm
(length) x 40 cm (width) x 95 cm
(height)
Other - Final acceptance for carriage of pet
conditions on board is depend subject to
captain’s approval. The passenger is
fully advanced informed about this.
- Passenger must assume all risks of
pet carriage such as injury, sickness
or death during carriage, even in case
it is removed from cabin to cargo
compartment due to the captain‘s
approval.
Acceptance condition of pet

a) Pet must be at least 10-weeks old, in good health and communicable to
human.
b) Pet should not have offensive smell, should not have an offensive odor,
should not cause harm to handling staff, other animals or baggages and
other passengers on that flight.
c) Dog, cat breeds as mentioned in Annex are not permitted for travel
according to BAV policy
d) Pregnant pet is not accepted.
e) Passengers who have booked pet travel service must bring special tools to
deodorize, clean pet's feces and urine if accepted on cabin compartment.

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Requirement for kennel
a) Kennel must have enough space to turn stand, stand and sit, and to lie in
the natural position. Kennel standard is mentioned in Annex 1.
b) All materials such as fiberglass, metal, rigid plastics, weld metal mesh, solid
wood or plywood would be accepted. The container sides must be solid
with sufficient ventilation. The interior of the container must be smooth with
no sharp edges or protuberances in which the animals can injure
themselves.
c) The whole of one end of the container must be open, covered with bars
which are securely fixed to the container so the animal cannot dislodge it.
The door must form the whole of one end, be securely locked for safety
journey.
d) The door must have a centralized locking mechanism that locks in 2 places:
at the top and at the bottom of the door (a).
e) The door hinges must extend beyond the horizontal extrusions located
above and below the door by 1.6 cm. (b)
f) The 2 halves of the container must be fastened together by bolts. All other
lateral closing mechanisms are strictly prohibited. Another locking
mechanism may be used in conjunction with bolts. (c)
g) The floor of the kennel must be solid and leak-proof.

h) Any wheels must be removed or folded prior to the flight.
i) The kennel must have a place to display labels showing live animals for
proper handling.
j) In principle, one kennel is accepted with one pet. Not applicable in case:
1) A maximum of two (02) birds may be shipped in one suitable cage. Bird
cage should be covered by muslin curtain to reduce light inside it.
2) Animals of the same species are used to cohabiting, in which case the
following applies:
i. A maximum of two adult animals of comparable size up to 14 kg.
Each, that are compatible, may be shipped in the same container.
Animals over that weight must travel individually; or

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ii. Animals up to six months old from the same litter, up to a
maximum quantity of three, may be shipped in the same kennel.
k) A dog sent as checked baggage must be put in an animal container made
of either solid fiberglass, rigid plastic or metal with strong weld metal mesh.
Wooden containers (including plywood, hardwood, fiberboard, wickerwork
and latticed wood) are strictly not acceptable for carriage of dogs.
l) AVIH is a cat can be carried in wooden containers. If AVIH is a dog, the
kennel door must be of metal material.
m) A plastic seal should be applied as an additional door – locking device apart
from the original lock that comes with the container; the seal must not
impose risk of injury to the animal or handing agents.
n) The container must be equipped with food and water containers. The food
and water containers are either fixed inside the container or attached to it
so that they accessible for refilling purpose.
o) Passenger must provide water if total journey time exceeds 12 hours and
the water container is not overfilled.
p) Other conditions refer to Live Animals Regulations by IATA.
Requirement for documents
a) Documents for pet must be valid and adapt all appropriate requirements
such as export/import permits, health and rabies vaccination certificate,
other documents required by government authorities of destination/transit
countries.
b) Some countries have specific law on import/export permit by air transport,
animal’s number, age, breed … Refer TIM manual for details or contact
government authorities of destination/transit countries.
c) “Declaration of Indemnity” (*) is signed by passenger: 3 copies, stores as
below
1) Ticketing office: 01 copy
2) Passenger: 01 copy
3) Departure station: 01 copy

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d) Documents are required to be placed inside an envelope, going along with
pet kennel.
e) BAV will not be responsible in case the pet animal is refused entry by the
host country, and will not bear any related costs due to this refusal. This will
be clearly stated in the text of the "Declaration of Indemnity" when the
passenger is required to sign it.
Other conditions
a) Pet travel service must be made in advance, at least 24 hours before STD.
b) Pet travel service must be in a kennel that match criteria as mentioned
below and is prepared by passenger. Passenger has to prepare the kennel
as standards mentioned above.
c) Pet must be fed 4 – 6 hours prior to departure
d) If flight time is over 12 hours, food should be available for pet.
e) Pet is not allowed to use any kind of sedatives before departure.
f) For PETC: Pets will not be taken out of the cage during the flight, unless
they are taken to a restroom with a locked door for the purpose of cleaning
the pet. Cleaning must be done by passengers traveling with pets. Pets are
only allowed out of the toilet after they have been returned to a locked
kennel.
g) Note: BAV has the right to not to transport pet if it does not adapt condition
for carriage below. BAV shall not assume any cost in connection with this
refusal.
h) For PETC: Passengers carrying pets are responsible for ensuring that pets
do not affect the crew and other passengers on the flight. If the cabin crew
perceives that the carriage of a pet will pose a risk to the flight, the pet will
be refused carriage. This must be stated in the text of the " Declaration of
Indemnity " when the passenger is required to sign it.
Handling procedure
Booking the pet travel service
a) Pet travel service is only accepted via Ticketing office (including BAV
ticketing office and outsource) and Call Center
b) Ticketing office or Call Center:
1) Receive request for PETC service: breed, weight, colour, age of pet, size
and weight of kennel… for reservation
2) Instruct passengers about requirements as mentioned above.
3) For PETC service request: Accept or refuse pet travel service base on
condition of carriage. Add SSR code “PETC” in the PNR if transportation
is accepted. Make a reservation and collect fees according to current
regulations
4) For AVIH service request:
i. Accept or refuse pet travel service base on condition of carriage.
Add SSR code “AVIH” in the PNR if transportation is accepted.

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Make a reservation and collect fees according to current
regulations
ii. Notice to passengers: In case of schedule changed or passengers
request changes after pet travel service has been confirmed:
rebook pet travel service and handle it as authorized.
c) GO at the airport: according to the received email from Ticketing office/Call
center and the SSR from the DCS:
1) Check the type of aircraft and check the technical report from MCC (or
check directly with MCC if needed) about the conditions of AVIH
transportation services: ventilation system, air-conditioning system of the
aircraft... to ensure convenient and safety transportation for pet
transportation services.
2) In case there is a breakdown that leads to the non-acceptance of AVIH:
GO at the airport feedback to Ticketing office/Call Center to notify the
passenger and handle it as authorized.
Handling procedure
Use PETC and AVIH acceptance checklist
a) PETC travel services
1) At the airport
i. Accept to carriage base on conditions above.
ii. Refuse for carriage in the case all above conditions are not met.
iii. Inform passengers that if pets affect the crews and other
passengers, they can be moved to the cargo hold.
iv. Assign seat for the passenger with pet to seat at the last row of
the compartment and do not assign these passengers near VIP,
CIP passengers, special passengers (such as CHD, INF,
PREG...)
v. In case passenger purchases an additional seat for PETC: block
the seat near the window for PETC and assign the seat next to
PETC for passenger.
vi. Avoid assigning seat for other passengers near pet if the seat is
available.
vii. Fill “Special Information to Cabin Crew” with information such as
passenger name and pet on board, seat number…and hand over
to cabin crew.
viii. Inform PETC service information to arrival station via email/SITA.
2) Inflight
i. Captain shall be informed of the content of “Special Information to
the Cabin Crew” form by the Cabin Manager right after receiving
PETC information, but before starting boarding.

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ii. In case passenger does not purchase an additional seat for
PETC: Cabin crew instruct passenger traveling with pet to his/her
assigned seat. The pet kennel must be placed on aircraft floor, in
front of the passenger seat.
iii. In case passenger purchases an additional seat for PETC: The
cabin crew instructs the passenger to put the PETC in the
assigned seat. In the event that the seat is judged to be
unsuitable, the cabin crew may exchange a more suitable seat for
the passenger and PETC.
iv. Cabin crew advise passengers to use suitable pads to put under
the pet kennel and use a seat belt to fix the PETC kennel on the
passenger seat.
v. Before closing aircraft door, if the PETC annoys cabin crew or
other passenger, the cabin attendant could ask for approval from
the captain to remove PETC from the cabin to the cargo hold.
vi. During take-off, the cabin attendants instruct passenger to hold
the pet, in order not to cause obstruction to cabin crew, other
passengers and the safety of the flight.
b) AVIH travel service
1) 24 hours before the departure time of the flight: GO at the airport checked
the aircraft type and checked with AMO about the conditions of
transportation of pet transport services on the aircraft such as: ventilation
system, air-conditioning system of the aircraft... to ensure convenient and
safe transportation for pet transportation services
2) At the counter:
i. Check conditions for acceptance of AVIH: Type, quantity of AVIH,
health status, necessary documents of AVIH, condition of kennel
according to the regulation. If all conditions are met: check in for
AVIH. Note: Only sturdy kennels with sturdy locks are accepted
for transport. Each kennel must have a drinking water container.
ii. Handing over AVIH directly to the baggage handling staff for
transportation to the aircraft (note not to let AVIH follow the normal
baggage carousel)
iii. Notify AVIH to relevant departments (load control, loading…) to
prepare for loading plan.
3) At baggage island and aircraft side
i. Check-in staff check to ensure that the kennel is firmly locked and
the AVIH status is in compliance with regulations.
ii. AVIH must be loaded last and unloaded first.
iii. Minimize the time for AVIH stands on apron so AVIH does not to
be affected by severe weather, wind, rain, and noise.
iv. Load other baggages at least 150 mm (06 inch) away from the
AVIH for maximum air circulation.

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v. Do not load carnivores next to each other
vi. Do not load AVIH in the same compartment with dry ice and
radioactive substances.
vii. Do not load AVIH near baggage that is incompatible and has a
negative effect on the animal's health (including human corpse).
viii. Load the kennel with wheels carefully, ensuring that they do not
drift during the loading process.
ix. Kennel must be secured against displacement by careful lashing.
x. Do not load directly on the aircraft floor but must be placed on
supports or pads.
xi. AVIH loading must be applied to IATA regulations.
xii. Kennel must be loaded in ventilated cargo compartment.
xiii. Labels such as “Live animal” and loading instruction tag should be
displayed on top side of the container. It is a mandatory that the
loading instruction tag be placed on at least two opposite sides.
Labels must not block ventilation openings, especially on small
containers.
xiv. If the AVIH escapes out of the kennel, the handing agent could
call for the owner’s assistance to catch AVIH as soon as possible
if the security is accepted.
4) At the aircraft
i. Ground staff inform to Captain about the AVIH via NOTOC
ii. Inform the pilot about the transport of AVIH to adjust the
temperature and ventilation in the cargo compartment accordingly
5) After the flight
Send a telegram to notify the airport to information about loading
position and AVIH type
6) At the arrival airport
i. Unload AVIH quickly and transport the AVIH kennel to the
baggage claim area to return to passengers when arrival.
ii. Do not put AVIH on baggage conveyor belt. AVIH must be moved
to a stable air-conditioned area if the pet cannot be moved
immediately to the baggage claim area.
iii. Clean and disinfect the compartment carrying live animals
according to the regulations of the local authorities.

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ANNEX:
PET KENNEL

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ANNEX
DOG AND CAT BREEDS ARE NOT ALLOWED TO CARRY
Snub/Pug-nosed Dog Snub-nosed Cat
Affenpinscher Burnese
Akita Exotic
American Bulldog Himalayan
American Staffordshire Terrier Persian
American Pit Bull Terrrier
Boston Terrrier
Boxer
Brussels Griffin
Bulldog
Cavalier King Charles Spaniel
Chinese Pug
Chow chow
Dogo Argentino
Dogue de Bordeux
English Bulldog
English Toy Spaniel
French Bulldog
Fila Brazillero
Lhasa Apso
Japanese Boxer
Japanese Chin
Japanese Pug
Japanese Spaniel (Chin)
Mastiff (all breeds)
Pekingese
Pit Bull
Pug
Shar Pei
Shih Tzu
Staffordshire Bull Terrier
Spaniels
Tibetan Spaniel
Tosa and its mix breed
Rottweiler and its mixed breed

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ANNEX

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Carriage of weapons, ammunition, support tools and protective

equipment: (( VAR 12.077 (a)(7) ))
a) No person may, while on board an aircraft being operated in commercial
air transport, carry on or about their person a deadly or dangerous weapon,
either concealed or unconcealed. (( VAR 13.023 (a) ))
b) Paragraph (a) does not apply to officials or employees of the State who are
authorised to carry weapons or crew members and other persons
authorised by BAV to carry arms, provided this authorization is in
accordance with BAV’s operations manual procedures and applicable
international security requirements.
c) The acceptance of guns, ammunition and supporting equipment must
follow regulations under Aviation Security Program and Aviation Security
Guidance of BAV.
Handling of Dangerous Goods in Baggage
General
a) Passengers and crew may carry items in their baggage, which can be
considered dangerous goods.
b) Refer to the IATA Dangerous Goods Regulations (DGR) and BAV’s DGM
for handling and acceptance procedures, and for a list of accepted
dangerous goods for passenger use.
c) Agents should be aware of commonly carried items and question
passengers where there is a suspicion of their carriage. (e.g. camping
equipment, hunters).
d) In all circumstance such as permited DG in passenger & crew in according
with Table of Provisions for Dangerous Goods Carried by Passengers or
Crew, IATA DGR – Article 4.1 - BAV DGM, undeclared/mis-
declared/leaking dangerous goods is discovered, this must be reported to
BAV and Supervisor, State of Authority immediately and:
1) In case these items are not permitted to travel: they must be denied and
removed immediately from the aircraft.
2) In case these items are accepted: GSP must get appovals from BAV
Supervisor and recorded in flight report.
3) Report to include:
i. Name of the passenger with Record locator (PNR)
ii. Travel details (flight numbers/ dates/ sectors)/ Complete itinerary
iii. DG detailed description.
e) Refer to IATA Dangerous Goods Manual - Table 2.3.A under Provisions for
Dangerous Goods Carried by Passengers or Crew and Table 4.1
Provisions for Dangerous Goods Carried by Passengers or Crew of BAV’s
DGM.

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Caution:
Certain items are prohibited in checked and/ or cabin baggage, e.g. cigarette
lighters, matches, spare lithium batteries.
Dangerous goods forbidden for air transportation

Staffs inform passengers that the dangerous goods in their baggages is
prohibitted acoording to the regulation of the Authorities, IATA and/or BAV.
Staffs advise passengers to not carry them before completing the check-in
procedures.
Dangerous goods as carry-on baggage only (included on person)
Staffs inform passengers that the dangerous goods in their baggages is not
carried as checked baggage acoording to the regulation of the Authorities,
IATA and/or BAV. Staffs advise passengers to not carry them as checked
baggages before completing the check-in procedures
Dangerous goods as checked baggage, does not require the carrier's
consent nor notice to the captain
a) Check-in staffs perform the following steps:
1) Check packing specifications
2) Attach baggage tag and labeling of dangerous goods (if any)
3) Complete the procedure as regulaiton
4) Notice BAV’s Supervisor information about those dangerous goods in
bagggage
b) BAV’s Supervisor notes information about baggage containing dangerous
goods on flight report and send message to notify the relevant airport.
c) The loading staffs identifies baggages containing dangerous goods through
labels and loads.
At tranfer/arrival airport
After receving information about the baggages containing dangerous goods,
BAV’s Supervisor coordinate to GSP and the relevant units to ensure the
dangerous goods service quality comply with the policies
Dangerous goods accepable with operator approval
List of Dangerous goods accepable with operator approval
Refer to Table 4.1 - Provisions for Dangerous Goods Carried by Passengers
or Crew of BAV’s DGM
a) Ammunition securely packaged in Div.1.4S (UN 0012 or UN 0014 only)
b) Oxygen or air, gaseous, cylinders required for medical use

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c) Battery-powered equipment capable of generating extreme heat, which
would cause a fire if activated e.g. underwater high-intensity lamps and
soldering irons
d) Avalanche rescue backpack, containing a cartridge of compressed gas in
Div.2.2 (non-flammable, non-toxic)
e) Small cartridges fitted into a self-inflating safety device such as a lifejacket
or vest and other devices
f) Dry ice (carbon dioxide, solid)
g) Mercury barometer or thermometer, filled carried by a representative of a
government weather bureau or similar official agency
h) Chemical Agent Monitoring Equipment i.e. chemical agent monitor (CAM)
and/or rapid alarm and identification device monitor (RAID-M)
i) Security type equipment incorporating dangerous goods with the section
4.1.2 of BAV’s DGM.
j) Mobility Aids with non-spillable wet batteries or with batteries which comply
with Special Provision A123 or A199
k) Mobility Aids: with spillable batteries or lithium batteries
l) Mobility Aids: with lithium ion batteries
m) Portable Electronic Devices containing lithium metal batteries with the
lithium content is exceeding 2g but not exceeding 8g or lithium ion batteries
with a watt-hour rating is exceeding 100Wh but not exceeding 160Wh
n) Camping stoves and fuel containers that have contained a flammable liquid
fuel, with empty fuel tank and/or fuel container
Handling procedure
a) At Ticketing office/ Agents/ Call Center
1) In case passengers notify BAV at least 48 hours prior to the schedule
departure time, Staff at ticketing office/Call center shall follow the below
procedure:
i. Receive request for baggage containing dangerous goods
accepable with operator approval
ii. Send this request to Ground Operation & Services Block to
confirm whether baggage can accept as soon as possible.
iii. Inform passengers about conditions of carriage and possibility of
acceptance
- If the item is not accepted for transportation: Send feedback
and attached the reason.
- If the item is accepted for transportation: Send feedback and
attach the advice.
2) In case that the passengers notify BAV less than 48 hours prior to the
schedule departure time, the below procedure shall be followed:
i. Receive request for baggage containing dangerous goods
accepable with operator approval.

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ii. Recommend passengers should present at check-in counter early
to supported by BAV’s staff.
iii. Send this request to relevant airport and Ground Operation &
Services Block.
iv. BAV’s Supervisor at the airport: When receiving information,
BAV’s Supervisor brief the check-in staffs and check information
actively to handle baggage.
b) At the check-in counter
1) Check-in staffs: Must notice BAV’s Supervisor at airport after check
information in Table 4.1 - Provisions for Dangerous Goods Carried by
Passengers or Crew of BAV’s DGM
2) BAV’s Supervisor at airport: Check information about limit transportation
and packing regulation in Table 4.1 - Provisions for Dangerous Goods
Carried by Passengers or Crew of BAV’s DGM. If comply with
regulations, BAV’s Supervisor shall decide to accept transport those
baggages and note information on flight report.
3) Baggage acceptable is handled as Table 4.1 - Provisions for Dangerous
Goods Carried by Passengers or Crew of BAV’s DGM.
Arrangement location of dangerous goods must be informed to Captain
Handling procedure as section 3.4.12.6 of this Manual and the following
procedure
a) Check-in staffs communicate information to load planning staffs to advise:
1) The detail of the item accepted includes: Name, weight (if there is any
limitation), e.g. wheelchair with lithium ion battery.
2) Passenger’s name, seat number.
3) If the baggage is being carried in the cabin or if it is checked-in
b) Load planning staff should: Insert information as free text into SI
(Supplementary Information) in Load sheet: Detail of baggage,
passengers’name, seat number, arrangement location (if check-in
baggage), and give it to Captain through NOTOC
Handling procedure for dangerous goods at boarding gate
In case the carry-on baggage containing dangerous goods items not allowed
to carry-on baggage, ground staff shall notify to BAV’s Supervisor to check
and verify the doubt items for ensuring safety flight:
a) If the item is allowed to checked baggage: Handle as checked baggage at
boarding gate according to Section 3.2.4 of this Manual (ASM), make
irregularity report and learn with relevant units
b) If it is not allowed to checked baggage: Inform the passenger that the items
aren’t premitted to carry on the aircraft. At the same time, inform the airport
security to handle the items according to regulation.

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Alcoholic beverages
General regulations
a) Refer to Appendix III, List of Dangerous Items Restricted to carry on the
Person, In cabin Baggage, Checked Baggage, issued accompany with
Decision No. 1541/QD - CHK on 14 September 2021 of CAAV:
1) Alcoholic beverages under 24 percent: not restricted.
2) Alcoholic beverages containing more than 24 percent alcohol but not
more than 70 percent alcohol by volume, no more than 01 litres per
individual receptacle; no more than 5 litres total net quantity per person
for such beverages, must be in retail packaging.
3) Alcoholic beverages containing more than 70 percent alcohol by volume:
not permitted to carry on the person, in cabin baggage or in checked
baggage.
b) Passenger must be advised to contact BAV Cargo Department if they wish
to transport by air large quantities of fluids and/ or alcoholic beverages.
c) Refer to Section 2.1.7.3 Check-in process summary, for guidelines of
check-in steps and remind passenger about list of dangerous, restricted
items to carry on the person, in cabin baggage and checked baggage.
Packaging conditions
a) Alcoholic beverages are accepted only in its original container and should
be unopened, so that it can be checked the percent of alcoholic beverages.
b) Wrap each bottle in newspaper or in plastic bag.
c) Place a barrier between bottles
d) These bottles must be placed in plastic/ porous/ waterproofing material
containers, then cover the box carefully by adhesive tape to avoid leakage
or spilling out during loading. Each Plastic/ porous/ waterproofing material
containers will have to be covered by plastic with thickness at least 1mm.
e) All liquid containers (such as bottles and jars) must be wrapped in plastic
or stored in plastic bags to avoid water/liquid leaking into the cargo hold.
Items Prohibited in Checked Baggage
a) Items that do not constitute Baggage as defined in Article 1 (General
Conditions of Carriage).
b) Items which are likely to endanger the aircraft or persons or property on
board the aircraft, such as items specified in the Dangerous Goods
Regulations of the International Civil Aviation Organisation (ICAO) and the
International Air Transport Association (IATA), and in BAV Regulations;
c) Compressed gasses, corrosives, poisons, flammable liquids, mercury,
deadly weapons, acids, oxidizing, materials of explosives, radioactive
materials, magnet materials and undeclared ammunition must not be
carried on board and aircraft as checked or cabin baggage:.

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d) Items that BAV can not carry due to the applicable laws, regulations or
orders of any state to be flown from, to or over;
e) Items which BAV reasonably consider unsuitable for carriage because they
are dangerous, unsafe or by reason of their weight, size or character, or
which are fragile or perishable, having regard to, among other things, the
type of aircraft being used;
f) Perishables will be accepted subject to the execution of release. For the
purpose of this rule, examples of perishables are as follows:
1) Frozen foodstuffs such as fruits, vegetables, meats, poultry, bakery
products and dairy products.
2) Floral and nursery stock such as flowers, fruits and vegetable plants.
3) Cut flowers and foliage such as floral displays.
4) Frozen seafood such as fish, crabs, octopus, snail, squids,...
g) Weapons such as swords, knives and similar items may be accepted as
checked baggage in accordance with BAV regulations, but will not be
permitted in the cabin.
h) If, despite being prohibited, any items referred to above are included in
passenger baggage that BAV carry, BAV shall not be responsible for any
loss of or damage to such items.
Battery-Powered Portable Electronic Smoking Devices
a) No person shall carry battery-powered portable electronic smoking devices
in checked baggage.
b) No person shall carry the above in the cabin baggage except:
1) Carry the above item for the purpose of personal use
2) Spare batteries of the above item to be individually protected by
placement in their original retail packaging or by insulating its terminal.
3) Each battery of the above item shall:
i. Not exceed a lithium content of 2 grams for lithium metal batteries
ii. Not exceed a Watt-hour rating of 100 Wh for lithium ion batteries
iii. Each battery of the above item shall be of a type that meets the
requirements of each test in UN Manual of Test and Criteria, Part
III sub-section 38.3.
c) No person shall recharge the above items on board of any aircraft.
d) The terminal of the spare batteries may be insulated by taping over exposed
terminal or placing each battery in separate plastic bag or protective pouch.
e) The battery must be removed from the device and be stored in proper
storage.
f) Notice to classify electronic smoking devices as dangerous goods must be
placed at the check- in counter.

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Fragile Items
As regulation, passenger may not include in checked baggage fragile items,
money, jewellery, precious metals, computers or other electronic devices,
silverware, negotiable papers, securities or other valuables, business
documents, passports and other identification documents or samples.
However, if passenger insists, owing to his unsuitable size baggage (for
loading on cabin), such item may be accepted as checked baggage only at
the owner’s risk.
Classes of fragile items are as follows:
Table 3.3 - Classes of Fragile Items
For example: Television sets, cathodes ray tube

(CRT) devices, CB, radios, calculators, audio and
Electronic Equipment
video equipment, electron microscopes,
electrographs, tape recorders, portable stereos,
turntables, phonograph records and electronic
medical equipment that includes tubes and glass.
For example: guitars, violins and violas, organs,
Musical Instruments harps, bass cellos and violas, horns, trombones,
woodwinds, drums or percussion instruments and
amplifiers, speakers use in conjunction with
electronic instruments.
For example: sconces, decorative screens, items
Ornamental Objects of decorator stones, marble, onyx, alabaster,
vases, figurines, trophies, souvenirs and other
decorator objects and curios.
For example: Paintings, drawings, statues or other
Artistic or Art Work sculptures, plastics, plaster of Paris, moulds, casts,
pictures, photographs, display models, antique
furniture, fish tanks and terrariums.
For example: Cameras excluding one camera per

Photographic
passenger, photoflash equipment, photometers,
Equipment
spectroscopes, phototubes or other devices using
sensitive tubes or plates, projectors, lenses and
flashbulbs.

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For example:
Tennis rackets, fishing rods, sculls, surfboards,
scuba diving masks and pressure gauges, scopes,
Recreational/ sporting trophies such as animal horns and antlers,
Sporting Equipment skin diving gear, firearms, model airplanes, golfing
equipment and bicycles.
Backpacks, knapsacks, sleeping bags and tent
made of plastic, vinyl or other easily torn material
with aluminium frames, outside pockets or with
protruding straps and buckles.
Mechanical Items For example: Typewriters, sewing machines,

watches and clocks, sensitive calibrated tools and
instruments.
For example: Glassware, crystal, mirrors, bottles
and any liquids contained therein excluding
Glass reasonable quantities of toiletries, telescopes,
binoculars, barometers, glass covers on pictures,
plate, window glass, stained glass, lampshades,
eyeglasses and contact lenses that are not in their
cases.
Paper For example: Piñatas, historical documents,
antique books, advertising displays, advertising
models.
Ceramic/ Chinaware For example: Ceramics, pots, bowls, dishes,
Potter glasses or other containers made of clay
hardened by heat, earthenware, crockery and
containers or ornaments made of porcelain or
baked clay.
Precision Instruments For example: Microscopes, oscilloscopes, meters,
counters, polygraphs, electrographs, and medical
equipment.
Wooden Items For example: Chess sets, table tops and frames.
Garment Bags and Garment bags and suit/dress covers made of

Suit/Dress Covers light, flimsy paper, plastic or vinyl designated for
carrying and not for shipping.
Liquor Cartons Liquor cartons provided for hand carriage by duty

free shops.
Toys For example: Dolls, dollhouses, models such as

trains, cars or airplanes.
Personal/Household For example: Hair dryers, hair curlers, clocks,

Appliances electric toothbrushes, coffee pots, toaster and
lamps.
Potted Plants and Such branches and blossoms of flowers.
Foliage
Over packed Baggage

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Corrugated, cardboard boxes, sacks or paper or plastic bags that do not

have sufficient durability, do not have a secure closure, or do not provide
sufficient protection from damage to its contents.
Totally unprotected items or non-luggage, uncrated items such as infant
strollers, umbrellas, bag carts and other items whose shape, material or
characteristics render them susceptible to damage.
Otherwise unsuitable For example: Cosmetics cases, hatboxes, wig
articles boxes.
Packaging
Fragile items will be accepted if they are appropriately packaged in a:
a) Properly sealed factory carton which was originally intended for the
shipment of the item being checked; or
b) A cardboard mailing tube; or
c) Container; or
d) Case designed for shipping such items; and
e) Pack with protective internal material; and
f) Closely wrapped up cover that does not pose any security threat.
However, fragile items will be accepted without the appropriate packaging
only upon the execution of a release form. BAV will supply a release which
relieves carrier of liability for:
a) Unsuitably packed baggage or;
b) Improperly sealed package or;
c) From damage contents.
Handling procedures
a) Attach “Fragile” tag to the baggage.
b) Use “Limited Release Tag” (LRT). Passenger is required to sign on proper
portions of the tag as applicable regulation.
c) Passenger is required to sign in “Declaration of Indemnity” to release and
discharge Bamboo Airways from any and all liability.
Form of Release (LRT):
Fragile and unsuitably packed Release applies to damage
Packaging inadequate Release applies to damage and loss of contents
Perishable Items
a) Perishables are items that will be spoilt if being kept under certain
conditions such as changes in temperature and humidity.

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b) In principles, perishables such as durian, fish-sauce, seafood, fresh fruit,
live plant and flower, meat,...are restricted to accept as checked baggage
on BAV flights. In some instances, a perishable item may not be suitable to
be carried on cabin, and rejection of carriage may seem impractical, such
items may be accepted as checked baggage at the owner’s risk. BAV will
be not responsible for other problems occurred. Passengers will receive
only compensation for late and lost baggage (if any) as BAV’s regulation.
a) Fresh food/ perishable items/seafood/frozen food:
1) Fresh, perishable items must be packed to ensure for carriage. If
neccessary require passenger to repack to avoid lost or damage to other
baggage
2) Not accept to carry baggage pack crashed ice/ cubed ice inside
3) Inner pack: wrapped in plastic bags with minimum thickness of 0.1 mm
and covered by many plastic layers.
4) Outer pack: place fresh food with completed inner pack in plastic/ porous/
waterproofing material containers, then cover the box carefully by
adhesive tape to avoid leakage during loading. Each Plastic/ porous/
waterproofing material containers will have to be covered by plastic with
thickness at least 1mm.
5) Note: If dry ice is used to carry these items, please note that quantity of
dry ice does not exceed 2.5 kg and package permits release of gas.
b) Fish sauce and other liquid:
1) Each bottle must be covered tightly and individually by layers of adhesive
tape.
2) Volume of each bottle must not exceed 95% of the total volume.
Maximum net volume of each bottle is one littre.
3) These bottle must be placed in plastic/ porous/ waterproofing material
containers, then cover the box carefully by adhesive tape to avoid
leakage or spilling out during loading. Each Plastic/ porous/ waterproofing
material containers will have to be covered by plastic with thickness at
least 1mm.
4) All liquid containers (such as bottles and jars) must be wrapped in plastic
or stored in plastic bags to avoid water/liquid leaking into the cargo hold.
5) Each passenger is allowed to check-in max. 3 litres of fish sauce on BAV
flights.
c) Durian and jackfruit:
1) Must be sealed by many layers of plastic bag before being packed in
checked baggage or checked box to avoid smelling other baggages.
2) Each passenger is allowed to check-in max. 5 kg of durian or jackfruit on
BAV flights.

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d) For other liquids not in the above categories, it should be securely packed
to avoid breakage during transportation. Glass bottle or container which is
not sealed properly shall be rejected for carriage.
Acceptance and handling conditions
Live plant and flower
a) For domestic flights:
1) Live plant and flower will be accepted as check-in baggage or hand carry
baggage.
2) Live plants can be accepted only when they are packed carefully to avoid
spillage of the soil that they are placed in.
3) Live plant and flower carried onboard only accepted when the size is fit
to the size of carry-on baggage. They should be stored in the overhead
locker or as guidance of cabin crew. In case passengers do not prefer to
store live plant or flower in the overhead lock, passenger should buy an
another seat for that live plant/flower. In that case, live plant/flower will be
handle as CBBG item (refer to section 3.4.2)
4) When hand held bouquets are carried in cabin, ensure the stem or ends
of the hand held bouquet are concealed to avoid spillage of the water that
they are placed in. The water may cause damage to our aircraft and carry
on items of other passengers. Should the bouquet be stored in the
overhead locker.
5) When checking live plants/flower as check-in baggage, handle them as
fragile items.
b) For international flights:
The carriage must be complied with regulations of local government(s)
concerned of departure, transit and arrival station.
c) Only hand-carried bouquets may be carried as carry-on baggage. Flowers
must be packaged so that the base, stem and top of the bouquet are
covered to prevent injury and/or leakage of water from the bouquet.
d) Cabin crew must be notified to supervise and monitor the transport of said
plants and flowers and to be able to prevent any water leakage from the
flower location (if any).
Fresh Fruit
a) Fresh fruit can be accepted as checked-in baggage under acceptance
conditions as follows:
1) Its quantity should be for personal consumption only.
2) It must be properly packed/ professional packed at source.
3) BAV will not be responsible for loss or if the fresh fruits putrefy as a result
of delayed delivery to the passenger i.e. flight delay or mishandled.

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4) Limited Release Tag (LRT) must be attached to the item, the reason for
such action must be explained to the passenger and the passenger must
acknowledge by signing the LRT.
5) Ramp staff will handle and load in the aircraft hold as per loading
instructions in the loading procedure.
6) If the fruit has a high moisture content i.e. oranges, BAV have the right to
refuse acceptance.
7) Items which are not properly packed in suitcases or other suitable
containers in order to ensure safe carriage with ordinary care and
handling.
8) Items which in our reasonable opinion are unsuitable for carriage by
reason of their weight, shape, size or character;
9) Note: “character” here means the nature i.e. in fresh fruits; nature will be
described as containing high moisture content.
b) Fresh fruit can be accepted as cabin baggage under these acceptance
conditions
1) The items are properly packed and sealed.
2) Within the cabin baggage weight/ size limitation
3) Durian, jackfruit are not permitted.
4) Passengers must be advised that they should not consume the fruit,
especially those containing a high moisture content, example oranges,
on board. Failure to comply with BAV’s policy will result in being
confiscated by the Cabin Crew.
Eggs
General information
a) Fresh eggs are restricted on BAV flights. In some instances, rejection of
this carriage may seem impractical, fresh eggs may be accepted as
checked baggage at the owner’s risk.
b) Eggs consist of hatching eggs or eggs for human consumption. Hatching
eggs are considered to be encumbered fertile eggs containing a living
embryo in dorman form. A fertile egg is said to be incubated once the
incubation process has started.
c) It is essential to keep transportation time to a minimum to maintain the eggs
in good condition for delivery.
Eggs must be properly packed
a) For big quantity:
1) Eggs are generally packed in fibreboard or wooden boxes with
honeycombed separation trays.
2) Packing material should be strong enough to allow stacking of parcels on
top each other.

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3) Cover the box carefully by adhesive tape, then place it in a big plastic bag
with minimum thickness of 0.1 mm to avoid leakage during loading.
4) A “This Way Up” and a “Fragile” label should be affixed to all packages.
b) For small quantity:
1) Each egg must be wrapped with papers.
2) Wrapped eggs then should be placed in a bag containing rice husks,
cotton or other materials that minimize crush or avoid being broken.
3) This bag should be carried on rather than checked as baggage.
Loading requirements
a) Stacking height should be consider when building with eggs to avoid
crushing of lower packages.
b) Eggs should be stacked into bulk holds in such a manner so as to avoid
crushing, which also could damage other loads or aircraft holds.
c) No other load shall be positioned on top of packages containing eggs.
Diplomatic Bags
Introduction
a) Diplomatic Bags are government (foreign and local) correspondence and
highly confidential documents.
b) They are normally transported in canvas bags and are forwarded by
embassies around the world.
c) Airline personnel and/or its agents at various points of acceptance,
stowage, loading and unloading should accord care when handling
Diplomatic Bag.
Types of Diplomatic Bags
There are 2 main categories of Diplomatic freight:
a) Category A
b) Category B and Diplomatic Cargo
Handling Precautions
a) Category ‘A’ Diplomatic Mails are highly classified confidential documents.
They must be handled by authorised airline personnel only. Sometimes
they are escorted and delivered to and from aircraft by Embassy security
staff.
b) Category ‘B’ and Diplomatic Cargo does not require Security Handling but
should be stored in a safe place.
c) Category ‘A’ Diplomatic Mail should be loaded in special stowage
compartment i.e. Security Locker.
d) In the event of large shipment or oversized, Category ‘A’ Diplomatic Mail
where loading in the Security Locker is not possible, then the cargo hold
compartment can be utilised and loading/unloading should be done strictly
under the observation of authorised security personnel.

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e) When a passenger requires the use of a seat(s) in the passenger cabin for
Diplomatic bags, a separate passenger ticket will be issued. Each
passenger is allowed to purchase a maximum of 2 additional seats for this
purpose. Passenger requiring such seat(s) must book with Reservations
Department at least 24 hours before scheduled departure time. Other
conditions shall be refered to the Handling of Cabin Baggage (CBBG)
Guidelines 3.4.2
f) Uplift station should email the route and destination/ stations on the total
number of pieces, weight and location of Category ‘A’ Diplomatic Mail, if
such items are loaded on narrow body aircraft or bulk hold compartment of
wide body aircraft.
g) Any damage to the packing or contents, whether accidental or otherwise,
is a very sensitive matter. Such incidents should be reported and the
consignee be notified immediately. Damaged Diplomatic Mail must be kept
under Security custody.
h) Station shall ensure to open service container or diplomatic locker to check
the contents regardless there is a message or no message received.
Handling of Courier Baggage
a) Courier baggage belongs to individuals whose job is to personally escort
this baggage from origin to destination thereby assuring quick delivery and
customs clearance.
b) Most often courier baggage are large sacks, which contain a number of
small urgent shipments, usually documents.
c) The courier baggage shipments must comply with security and IATA
Dangerous Goods Regulations and subject to security screening.
d) When a passenger requires the use of a seat(s) in the passenger cabin for
Courier Baggage, a separate passenger ticket will be issued. Each
passenger is allowed to purchase a maximum of 2 additional seats for this
purpose. Passenger requiring such seat(s) must book with Reservations
Department at least 24 hours before scheduled departure time. Other
conditions shall be refered to the Handling of Cabin Baggage (CBBG)
Guidelines 3.4.2
Unaccompanied Baggage (Cargo)
a) Unaccompanied Baggage is baggage accepted for carriage as cargo.
b) Unaccompanied Baggage is accepted at cargo rates. Charges will be
based on weight or volumetric equivalent, whichever is the greater.
c) Clearance of Unaccompanied Baggage may involve more formalities than
accompanied excess baggage, as it will have to be done at the cargo
terminal.

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Smart Baggage with Integrated Lithium Batteries And/ Or Electronics
If carried as checked baggage
a) Smart baggage with non-removable lithium battery is strictly PROHIBITED
for check-in.
b) Smart baggage with lithium battery MUST be removed and carried in the
cabin subject to its weight and watt-hours limitation.
c) The removed lithium battery terminals SHALL be insulated to protect
against short circuit.
d) Ensure the WIFI/Bluetooth/GPS is switched off.
If carried as cabin baggage
a) Smart baggage with non-removable lithium battery is strictly PROHIBITED
to be carried as cabin baggage.
b) Smart baggage lithium battery MUST be readily removable by the
passenger and can be remained in smart baggage subject to its weight and
watt-hours limitation.
c) Ensure the WIFI/Bluetooth/GPS is switched off.
Delivery at Aircraft (DAA) - Special Delivery
a) Delivery at Aircraft (DAA) - Special Delivery is the service that handle
baggage in a differential manner and to give it a special care, quick delivery
and collection to/from aircraft of special articles retrieved from passenger
at the aircraft door/boarding gate which is bulky to be carried in the cabin.
b) BAV does not provide DAA service yet.
Non-infectious specimens
a) Accepted to transport only as check baggage.
b) Non-infectious specimens, such as specimens of mammals, birds,
amphibians, reptiles, fish, insects and other invertebrates containing small
quantities of UN 1170, UN 1198, UN 1987 or UN 1219 are not subject to
Dangerous goods provided the following packing and marking
requirements are met:
1) specimens are:
i. wrapped in paper towel and/or cheesecloth moistened with
alcohol or an alcohol solution and then placed in a plastic bag that
is heatsealed. Any free liquid in the bag must not exceed 30 mL;
or
ii. placed in vials or other rigid containers with no more than 30 mL
of alcohol or an alcohol solution;
2) The prepared specimens are then placed in a plastic bag that is then
heatsealed;
3) The bagged specimens are then placed inside a another plastic bag with
absorbent material then heatsealed;

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4) The finished bag is then placed in a strong outer packaging with suitable
cushioning material;
5) The total quantity of flammable liquid per outer packaging must not
exceed 1L; and
6) The completed package is marked “scientific research specimens, not
restricted Special Provision A180 applies”.
Necessary medical equipment
Oxygen or air, gaseous, cylinders required for medical use
a) Oxygen or air, gaseous, cylinders required for medical use is accepted to
transport as check baggage, carry-on baggage or as personel item.
b) Gross weight of each tank must not exceed 5kg.
c) Cylinders, valves and release valves (if any) must be protected from
damage that may cause unintentional gas release.
d) Pilots in command must informed about the number of gas canisters or
cylinders aboard the aircrafts and stacking thereof.
e) Advance reservation must be made at least 24 hours before scheduled
departure time.
Gas tanks or cylinders containing liquid oxygen
Gas tanks or cylinders containing liquid oxygen are banned from carrying
aboard either in checked luggage, carry-on baggage or as personal items.
Gas canisters specified under Group 2.2 of Doc 9284 for mechanical
prosthetic arms or legs
a) Gas canisters specified under Group 2.2 of Doc 9284 for mechanical
prosthetic arms or legs is accepted to transport as check baggage, carry-
on baggage or as personel item.
b) Spare gas canisters of the same size may be brought with adequate
quantity for flight duration if necessary.
Non-radioactive medicinal articles (including aerosols)
a) Non-radioactive medicinal articles (including aerosols) is accepted to
transport as check baggage, carry-on baggage or as personel item.
b) With respect to each canister, its mass/weight must not exceed 0.5 kg or
0.5L.
c) Release valves of pray canisters must be protected by cap or appropriate
measures to prevent gas leaks
d) Each passenger may carry items specified in this Section and makeup
accessories and personal care (including aerosols) and Non-toxic and non-
flammable aerosols used for sports or family purposes as long as gross
mass/weight thereof does not exceed 2 kg, or 2L and each canister
contains no more than 0.5 kg or 0.5L of matters.

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Radioisotope powered cardiac pacemakers or other medical devices
implanted in the body
a) Radioisotope powered cardiac pacemakers or other medical devices
implanted in the body is accepted to transport only on person.
b) Radioisotope powered cardiac pacemakers or other medical devices
utilizing lithium battery implanted or attached to the body for treatment.
Handheld electronic medical devices (automated external defibrillator - AED,
air compressor nebulizer, Continuous Positive Airway Pressure - CPAP, etc.)
containing lithium metal or lithium ion batteries
Handheld eletronic medical devices using lithium metal batteries containing less
than 02g of lithium or lithium ion batteries with less than 100Wh
a) Accepted to transport as check baggage, carry-on baggage or as personel
item.
b) Use for treatment of passengers.
c) Batteries must meet testing requirements specified in Sub-section 38.3,
Part III, UN Manual of Tests and Criteria.
Spare batteries for handheld eletronic medical devices using lithium metal
batteries containing less than 02g of lithium or lithium ion batteries with less than
100Wh
a) Accepted to transport as carry-on baggage or as personel item.
d) Each spare battery cell must be protected from short circuit by packaging
in a manner similar to when it is bought for the first time or insulating its
terminals, such as taping exposed terminals or placing each battery cell in
plastic container or safety bag.
Handheld eletronic medical devices using lithium metal batteries containing from
02g to 08g of lithium or lithium ion batteries ranging from 100Wh to 160 Wh
item.
Spare batteries for handheld eletronic medical devices using lithium metal
batteries containing from 02g to 08g of lithium or lithium ion batteries ranging from
100Wh to 160 Wh
a) Accepted to transport as carry-on baggage or as personel item.

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d) Each spare battery cell must be protected from short circuit by packaging
in a manner similar to when it is bought for the first time or insulating its
terminals, such as taping exposed terminals or placing each battery cell in
plastic container or safety bag.
e) Each passenger may carry no more than 02 spare battery cells.
Thermometer or small medical devices for measuring temperature containing
mecury
a) Accepted to transport only as check baggage
b) Each individual may carry one small thermometer containing mecury.
c) The thermometer may only be used for personal use.
d) Must be placed in protective case
Makeup accessories and personal care (including aerosols)
a) Makeup accessories and personal care includes hair spray, perfume, etc.
(spraying liquid and fluid);
b) Accepted to transport as check baggage, carry-on baggage or as personel
item.
c) With respect to each type, its mass/weight must not exceed 0.5 kg or 0.5L;
d) Release valves of pray canisters must be protected by cap or appropriate
measures to prevent gas leaks;
e) Each passenger may carry items specified in this Section and Non-
radioactive medicinal articles (including aerosols) and Non-toxic and non-
flammable aerosols used for sports or family purposes as long as gross
mass/weight thereof does not exceed 2 kg, or 2L and each canister
contains no more than 0.5 kg or 0.5L of matters.
Hair curlers/ curling irons containing hydrocarbon gas
item.
b) Each person may carry 01 device.
c) Heat producing articles of the devices must be covered in secure holder.
d) Spare gas cartridges for this type of curling irons must not be transported.
e) For flights to/from US: Hair curlers (curling irons) containing a hydrocarbon
gas such as butane, no more than one per person, in carry-on baggage
only.
Non-toxic and non-flammable aerosols used for sports or family
purposes
a) Accepted to transport as check baggage only.
b) With respect to each type, its mass/weight must not exceed 0.5 kg or 0.5L;
c) Release valves of pray canisters must be protected by cap or appropriate
measures to prevent gas leaks;
d) Each passenger may carry items specified in this Section and Non-
radioactive medicinal articles (including aerosols) and makeup accessories
and personal care (including aerosols) as long as gross mass/weight

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thereof does not exceed 2 kg, or 2L and each canister contains no more
than 0.5 kg or 0.5L of matters.

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3.5 BAGGAGE HANDLING 20 Nov 2021
ASM
BAGGAGE HANDLING
Baggage Room Preparation
General
The baggage room must be prepared by a sufficient and pre-determined
number of baggage carts and containers in accordance with the expected
passenger load for a flight.
Baggage Tags
Apply sorting and loading procedures into containers and trolleys based on
BAV policy with respect to checked items tagged as:
a) Bamboo business baggage.
b) Priority baggage.
c) Heavy baggage.
d) UM baggage.
e) Wheelchair baggage.
f) Fragile baggage.
g) Crew baggage.
h) Items containing dangerous goods (i.e. dry Ice).
i) Standby baggage.
j) Rush baggage.
k) Items with Limited Release Tag (LRT).
Baggage Make-Up and ULD Preparation
a) Make-up or sorting area should be under the supervision of a senior
supervisor at all times. This area should be of open plan layout, avoiding
any unsighted corners and well illuminated. It is important to ensure the
following procedures are applied:
1) Supervisors shall carry out regular inspection of baggage on hand.
2) Access to the make-up area should be strictly controlled and when not in
operation should be locked or adequately policed.
3) All areas should be well lighted and surveillance cameras should be
used, where feasible.
4) Baggage held outside normal operating hours should be stored in a
secure area.
5) Arrange the trolley and container baggage to their respective conveyor
belt and flight.
6) Check and load baggage to the right containers, trolleys and destinations.
7) Staff should report any missing or damaged labels so that they can be
replaced immediately.
8) Trunks or cases must not be dragged or dropped on its corners.
9) Baggage must never be thrown from one worker to another.
10) Ensure to lift baggage on two handles; never lift with one handle.
11) Bulk loading location order: (from aircraft inside to aircraft doorside):

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i. Cargo
ii. Normal economy baggage
iii. Transfer baggage (BT) including economy BT and business BT
iv. Priority and business tag baggage
12) Baggage must be loaded neatly for the purpose of making the most full
use of ULD's volume.
13) Do not load soft type baggage/ or baggage marked “FRAGILE” at the
base of the container or trolley. Baggage should be kept the right way up.
b) GSP staff at sorting area must ensure to coordinate safely the activity of
loading and offloading of baggage performed by its staff or vendor to and
from the trolley or container during loading and offloading.
1) Consult with Load Control and reconfirm number of Unit Load Device
(ULD) allotted for baggage.
2) Prepare the ULD baggage container required for local baggage and
transfer baggage.
3) Prepare ULD cards for each class of baggage container and insert in the
pocket.
4) Prepare dedicated interline or transfer baggage container for each
destination. When accepting or receiving the ULD, it must not reflect the
maximum allowable damage compatible with unit certification criteria, or
likely to jeopardize flight safety. The damaged ULD must be rejected to
avoid being charged on return of the unit for damage that existed prior to
acceptance and to assure that the ULD is able to make a number of trips
prior to return without becoming unserviceable in normal use.
5) The ULD must be inspected whether loaded or empty, to ensure
airworthiness and serviceability prior to being released for loading into
the aircraft. It must be examined for punctures, distorted or delaminated
panels, damaged and leakage or missing securing and operating
mechanisms and must not be loaded into the aircraft if found damage or
unserviceable or likely to jeopardize flight safety.
6) The condition of the load, including ULD shall be checked prior to loading
in order to detect leaking or otherwise damaged items. Baggage or ULD
with any evidence of leaking contents MUST NOT BE LOADED.
Dangerous goods which are damaged MUST NOT BE LOADED.
7) The handling of Dangerous Goods must be undertaken with particular
care to ensure that the integrity of the packaging is not adversely affected.
Loading and stowage of Dangerous Goods must conform to all
prescribed national and international regulations/ standards, e.g. IATA
DGR.
8) When a poorly packaged shipment is observed, proceed with caution. All
contents should be prevented from spilling out and causing injuries. Spills
of any sort in the holds must be reported immediately as the spilt material
it might result in damage to the aircraft floor or wiring.

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i. Should a package containing dangerous goods be damaged or
found to be leaking, immediate action must be taken in
accordance with BAV’s regulations.
ii. Spillage from wet cargo shipments in the aircraft must be reported
immediately.
iii. Any spillage on the apron e.g. fuel, oil, hydraulic liquids, etc. must
be reported immediately and the area cleaned.
9) GSP supervisory staff at make-up/ conveyor must report dangerous
goods accidents or incidents to appropriate authorities and BAV
Supervisor.
10) Ensure all ULD identified as being damaged or not airworthy are tagged
and sent back to Cargo Department for storage in an isolated location to
prevent usage for the transport of baggage, cargo and mail.
11) When undeclared or unapproved dangerous goods are detected (via
screening, baggage leakage, smell or other means), the baggage shall
be quarantined (not to load on the aircraft) and Ground Safety Report
must be submitted to the supervisory staff without delay.
Baggage Cut-Off and ULD Load Verification Process
a) When loading activities take place in certified ULD, the following
procedures must be followed:
1) All individual items or baggage of load, which by their nature, shape or
density may constitute a hazard, must be restrained.
2) Particular attention must be given to restraining dangerous goods. In
general, all packages containing dangerous goods must be showed in an
upright position if so indicated, have the hazard label visible, and they
should be restrained to prevent themselves shifting, or any crushing,
tipping or damage by other load.
3) Care should be taken when stacking perishable items so that the lower
layers of the stack are not damaged by the weight of the upper layers.
4) Foodstuff (EAT) shall not be loaded together with toxic substances (RPB)
or infectious substances (RIS) in the same compartment, unless they are
loaded in separate ULD not adjacent to each other. Foodstuff (EAT) shall
not be loaded in close proximity of live animals (AVI) and non-cremated
human remains (HUM).
b) Prior to release for loading into the aircraft, the following procedures must
be followed:
1) Ensure baggages are kept in correct trolleys (narrow-body aircraft) or
containers (wide-body aircraft) as per loading instruction before carried
to aircraft and discourage overloading.
2) Retain baggage in make-up area, moving it to planeside no earlier than
necessary.

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3) Baggage or items with a priority baggage label must be loaded in priority
container.
4) Ensure no baggage or container left behind at staging area and staff
should always observe state of baggage and report any damage or
pilferage.
5) Ensure ULD to be loaded into an aircraft are identified by exterior tags
that display information relevant to the ULD and its contents. Such tags
should indicate the origin and destination of the ULD, weight of the ULD
and its contents, type of contents (e.g., baggage, dangerous goods) and
location in the aircraft. For ULD with a fixed side, the tag should be
inserted in fixed placard holder. The tag should be in an easy readable
position preferably at eye level. When using a container with mixed
contents, a tag with a red slash shall be used whenever baggage is
included.
6) Ensure the actual number of baggage loaded into container or trolley is
reconciled with the total number of baggage in the DCS.
7) All baggage received at baggage make up area must be tally with the
load sheet before dispatch to aircraft through Container Record Card
(CRC). Checked baggage portion tag sticker must be affixed on the
Container Record Card (CRC) for all flights handled (narrow-body and
wide-body) before deliver to the aircraft. This CRC is very vital for
reconciliation, tracking and investigation purposes. The CRC must be
safely filed and compiled at the uplifting station and kept for three months.
8) Baggage Officer must constantly monitor the operation of the conveyor
belt at all times to avoid undue overloading and mishandling.
9) Coordinate with Ramp Services driver to deliver and collect the container
or trolley to and from aircraft.
10) Keep ground route from make-up area to planeside as short as possible
and well illuminated.
11) Inform Ramp at aircraft side the total number of ULD baggage built up for
flight and notify ULD serial number for UCM purposes.
12) Update Load Control of total ULD utilized and any security risk item
loaded in diplomatic locker e.g. firearms, weapons, etc.
c) Baggage Services at sorting area must also ensure all left behind, offloaded
or tagless baggage to be sorted and redirected to Lost and Found Office or
forward to the next available flight (if final destination known or established)
with a rush (expedite) tag.
d) All offloaded baggage or tagless baggage must be recorded with a date
and time received at sorting area and subsequently forward to Lost and
Found Office for further action.
Baggage Reconciliation
a) The BRS (Baggage Reconciliation System) links passengers to their
baggage before it is loaded onto the plane. This reconciliation process is in

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compliance with the ICAO (International Civil Aviation Organisation)
regulations and covered by Annex 17 of the Chicago Convention, which
deals with the security of civil air traffic.
b) For security reasons, a piece of baggage is not permitted onto an aircraft
unless identified with and accompanied by a passenger on board.
c) Baggage handling staff must ensure that all baggage transported always
corresponds to passengers on board and baggage loaded onto the aircraft
is accounted for in the load control process by transferring the baggage
information and data to the load control office. This shall assist load control
staff to plan the distribution of payload aboard an aircraft. Following are the
guidelines than shall be adhere:
1) Each checked baggage must be attached with a baggage tag, which is
printed with passenger data and flight information, as well as a bar code
and a tag number identifier comprised of the two-character airline code
(QH) followed by a 6 digit random number.
2) At stations (where applicable), all bags must be scanned with automatic
bar code scanners. Laser scanners read each bar code as it passes,
guiding baggage through the system. The baggage reconciliation system
will stores all information about the location of the baggage. This track
each piece of baggage from check-in through loading and makes retrieval
whenever necessary much faster.
3) Baggage with no bar code, staff must manually enter the numbers into
the terminal. This inclusive of baggage with rush tag (expedite tag).
4) The actual number of baggage loaded into the container or trolley must
be reconciled with the total number of baggage in DCS. The information
can be obtained by comparing:
i. Total number of checked-in baggage recorded in DCS with the;
ii. Total number of baggage received, loaded and recorded in CRC -
Container Record Card).
Total number of checked- Baggage weight and no. of pieces
in baggage recorded in entered by check-in agent
DCS
Total number of baggage Baggage information and data will be
received, loaded and scanned, captured and recorded in
recorded in CRC Baggage Reconciliation System
(BRS)
iii. The number of checked-in baggage in DCS must be tally with the
total number of baggage received and loaded onto the aircraft.

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d) In case of connecting or transfer baggage i.e. received from offline station
or foreign carrier, staff must ensure the baggage information and data are
also be scanned, captured and recorded in Baggage Reconciliation System
(BRS) before loaded into the ULD. The information and data recorded in
BRS shall be given the load control office the actual baggage loaded onto
the aircraft.
e) For transit passenger, the passenger must hand over his tagged baggage
at check-in desk (transfer desk) and then continues through transit area to
his boarding gate. Meanwhile, his baggage will pass through security
control to sorting area, where BRS is waiting to process it. The system will
give final permission for loading the baggage if the baggage tag information
is the same as that supplied by check-in procedure.
f) In case the passenger does not board the plane (A17), the check-in system
sends a message to the BRS system, which notifies ground staff that the
luggage in question must be unloaded. The BRS system records the
position and time when every piece of luggage is loaded. Based on CRC
(Container Record Card), staff must find the location of the baggage and
remove from the aircraft.
g) In case of Rush (Expedite) Tag Baggage, it is imperative that the correct
number of pieces and weight is transmitted to the Load Control staff. The
transmission of information must be documented.
h) All baggage loaded onto the aircraft is accounted for in the load control
process.
Offloading of Checked Baggage
Offloading Checked Baggage of No-Show Passengers
- (ICAO Annex 17) & CAR 2016 Regulation 168 (1)
a) As a permanent measure, the International Civil Aviation Organisation
(ICAO) Annex 17 Para 4.4.3 recommended that:
“Each contracting state shall establish measures to ensure that
operators when providing service from the state do not transport the
baggage of passengers who are not on board the aircraft unless the
baggage separated from passengers is subjected to other security
control measures.”
b) All stations shall apply ICAO rule A17 when treating any passenger who
has check-in baggage and has failed to board the aircraft by departure time.
c) No check-in baggage belonging to a passenger(s) should be allowed to be
flow when the passenger(s) has failed to present himself/herself for
boarding or has indicated his/her last minute cancellation from the flight.
d) Do not place or keep the baggage of passengers who have registered, but
have not reported for embarkation, on board the aircraft, without subjecting
it to security control.

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e) Baggage of no-show passengers must be offloaded, unless the baggage
has been subjected to a manual search earlier. X-ray screening is not
acceptable.
f) Mishandled baggage will be uplifted only after positive identification, such
as type, colour, size, weight and baggage tag number from the owner and
forwarding message already being dispatched to the stations concern.
g) Interline bags will be uplifted after the passengers have been accepted on
the connecting flight.
h) Baggage of passengers on international services, who fail to re-board the
aircraft at transit stations, if they have been manually searched at the
originating station, need not be offloaded. However if they were not, then
the bags of the missing passengers must be offloaded.
Handling of A17 Offloaded Checked Baggage
a) In the event passenger turns up at boarding gate or counter, Passenger
Handling must raise the ‘Offloading Baggage Request’ form (applicable
only to certain stations) for passenger to proceed and collect his/her
baggage at Lost and Found office.
b) Passenger Handling staff to establish the total number of checked baggage
(name and baggage tag number) of all passengers who have failed to board
not later than 15 minutes to STD/ETD.
1) Request Ramp to offload the baggage.
2) The 15-min is an estimated time that allows staff the lead-time to
commence baggage offloading.
3) Baggage being identified and offloaded.
4) Cargo door closed.
5) Aircraft pushback.
c) Offloading shall be planned according to local environment and type of
aircraft (narrow body or wide body).
Type of Aircraft Standard Delay Permitted (after STD/ETD)

Narrow body 10 min
Wide body 20 min
d) Station will be credited with the actual delay if the duration exceeded 10
min for narrow body aircraft and 20 min for wide body aircraft respectively.
Example:
1) In case of narrow body aircraft, 19 min will be entirely station delay and
detail reasons shall be required to support this delay. If the delay is only
8 min, the delay reason will be captured under A17 delay and not a station
delay.
2) In case of wide body aircraft, delay less than 20 min will only be captured
under A17 delay. If the offloading process or delay exceeded 20 min, the

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entire duration of delay would be a station delay and a concise report
would be required to justify the reasons for not meeting the standards.
e) Recommended method to locate check-in baggage through Container
Record Cards (CRC): This mandatory practice will ensure staff has the
baggage loading positions readily in order to expedite baggage offloading
and meet the standards.
1) Narrow body – Hold no. on CRC
2) Wide body – ULD no. on CRC
f) All delay reports must be established and completed by Passenger
Services GSP with the following details:
1) Time A17 initiated
2) Time commencement of actual baggage offloading
3) Location or position of baggage (e.g. ULD no. or Hold no.)
4) Time of baggage located and offloaded
5) Name of passenger(s)
6) Baggage tag no.(s)
7) Reason of passenger(s) fail to board or baggage not collected
8) Other relevant details
g) Passenger Services GSP shall also inform Lost and Found Office through
telex the total of baggage offloaded and tag no(s).
h) Ramp or Baggage when offloading the identified baggage must attach
Offloaded Baggage Tag and complete the details therein before sending to
Lost and Found office.
i) Lost and Found Office when releasing the baggage to the passenger shall
do the following:
1) Request from passenger to advise the reason of his/her journey
cancellation.
2) Issue an acknowledgement form and signed by passenger with
passenger’s baggage claim stub attached to the form.
j) In the event the passenger does not claim the offloaded A17 baggage, an
OHD file shall be raised to register the unclaimed baggage.
1) File must be updated with ‘Offloaded Due A17’ in FF column.
2) Passenger’s PNR must be locked in the OHD file.
Transit and Transfer Baggage
The scheduled airlines at each airport jointly establish Minimum Connecting
Time (MCT) for passengers and baggage transferring at that airport. The idea
behind MCT is to ensure there is enough time to transfer baggage. In the

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case of transfer baggage, the priority tag is merely to assist expeditious
transfer for immediate connection for flight less than 02 hours.
a) Each station must designate a physical place where baggage being
transferred to them should be left.
b) The transfer area should be clearly marked and should include the hours
between which transfer baggage may be deposited.
c) Outside those hours, the responsibility for the security of the transfer
baggage remains with the inbound airline. The obligation and liability for
transfer baggage remains with the inbound or delivering airline until it has
been delivered to transfer point of the outbound or receiving airline. Staff
must ensure transfer hold baggage, prior to release for loading into the
aircraft, has been subjected to appropriate security controls
d) All transfer/transit bags must be placed on the transit conveyor belt system
and passed the automatic bar code laser scanner where they are re-
screened before loading.
e) Care should be taken so that each transfer “drop” point is protected from
the weather and is secure from theft and pilferage.
f) Written record of transfer or laser guns to read the bar coded baggage tag
number must be available to assist the reconciliation with connecting
passengers.
g) Short connection baggage:
1) Short connection baggage may be indentified by a remark on the
baggage tag and/or by a separate short connection tag or sticker.
2) Handling short connection baggage:
i. Identify all short connections out of the hub airport
ii. Handle and prioritize as per regulated.
For normal interline baggage transfer, a separate container is to be created.
Mixing of this baggage with local destination in the same container is not
permissible under any circumstances.
It is imperative to identify BT baggage in CPM. The objectives are to:
a) Speed up delivery of transfer baggage into transfer system.
b) Facilitate transfer of baggage at station.
c) Meet MCT and avoid short shipping.
Baggage Sorting and Ramp Loaders are to coordinate and advice Load
Control of BT ULD number and loading location to reflect in CPM auto
generated.
a) More than 25 passengers – Create BT containers – Baggage Sorting to
inform Load Control.
b) Less than 25 passengers – PBC (Total no. of passengers) – Baggage
Sorting to inform Ramp.
c) Additional information under SI column for the BT AKE container no. and
position.

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Creation of Transfer Baggage Container
a) It is justifiable to create one single destination container for baggage
exceeding 20 pieces.
b) There is no restriction to load more than one destination of transfer
baggage in same container for the purpose of maximizing ULD payload
uplift.
c) To facilitate arrival sorting, departure station is to issue Baggage Transfer
(BT) container card and slot in the container pocket for identification.
d) Procedurally, container pallet message (CPM) will auto generate ULD
number, contents of ULD and loading location. Hence, it is recommended
staff on duty to reconcile and have an agreement with load control to reflect
Baggage Transfer (BT) details in CPM supplementary information before
transmitting it. Otherwise, send separate baggage transfer advice.
Load Control
a) Load Control shall plan and determine number of BT container to be
created.
b) Generating CPM to station, subject confirm from Baggage Sorting ULD
number advice and Ramp loading location of BT container.
c) BT ULD number, loading location and overflow BT container loaded in bulk
to reflect in CPM under S.I.
d) CPM is the final message from Load Control. A copy must be sent to
Baggage Sorting for counting check purposes.
Baggage Sorting
a) BT baggage ULD build up is to be taken from ULD release and PBC list.
Baggage Sorting is to identify AKE no. and status of BT. Transmission must
be delivered to Load Control before the CPM distribute.
b) Onward connection passenger figures exceed 25 subjects to create
dedicated ULD.
c) Overflow BT baggage to advice Load Control and Ramp.
d) Telex advice of BT ULD number to be made 10 min after aircraft STD.
Ramp Loading
a) Loading of BT ULD follows Loading Instruction.
b) BT can be mixed in BL if overflow but subject to message must be
transmitted.
c) If there is any change after signed by Captain, message must be
transmitted.
d) Confirm the position and location from the Load Plan of BT AKE no. to Load
Control.
e) Any deviation from Load Plan Location to advice Load Control to effect
change in CPM S.I. not later than 10 min after aircraft ATD.
f) Load Control and Ramp Supervisor will meet at the aircraft side after signed
by Captain.

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g) Load Control shall be advised by Ramp Supervisor if there is any change
before CPM generation (reflected in the CPM). (Load Control can overwrite
if two containers uplift instead of three).
Receiving Station
a) Stations have to double check on arrival even though CPM already
reflected the AKE no.
b) The owner of BT transmission advice is Load Control and information must
be reflected in system generated CPM under S.I.
Interline Baggage
Definition
a) Interline Baggage is a checked baggage transported over the lines of two
or more parties hereto.
b) Interline Baggage Tag is a tag form currently approved by the ATC and/or
IATA for interline use and issued by the originating airline for the
identification of through checked interline baggage.
Policy and Procedure
a) A connection between two scheduled flights shall be deemed to exist when:
1) The delivering airline’s flight is scheduled to arrive at the connecting point
and the receiving airline’s flight is scheduled to depart from the
connecting point on the same day; or
2) The arrival of the delivering airline’s flight late on one day and the
departure of the receiving airline’s flight early on the following day are:
i. Within 6 hours, or
ii. More than 6 hours but not more than 12 hours, and we have
clarified with the passenger that he/ she wants the baggage
checked through.
b) All interline baggage must be positively matched with passengers before
being loaded onto the next aircraft. Do not transport the baggage of
passengers who are not on board the aircraft unless the baggage
separated from passengers is subjected to other security control measures.
c) Certain stations/ airports, interlining of checked baggage to domestic flights
is not permitted. Due to customs regulations, all passengers are required
to clear their baggage at the first port of call. BAV does no allow interlining
of baggage with domestic connecting flights within Vietnam (except for
several special flights/ routes).
d) Some stations may allow interlining of baggage until to final destination but
may not allow overnight e.g. SYD. The interlining is only permitted to final
destination in the same day.
e) All passengers on Transit without Visa (TWOV) through the US must have
their check-in baggage screened by US TSA approved procedures. All
incoming baggage belonging to TWOV passenger into the US must be

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tagged separately to ensure that these bags are re-screened before loading
into US bound flights.
Transportation of Interline Baggage
a) Prior to transportation of interline baggage:
1) Ensure that suitcases, containers, valises, trunks, etc., presented for
checking are adequately closed, tied, taped, or otherwise secured, to
permit safe carriage with ordinary care. If baggage has no family name
and initials, the passenger shall affix such identification to such baggage
prior to acceptance;
2) Each piece of such baggage will be issued an interline baggage tag;
3) Indicate destinations in documents referred above:
i. The first stopover point,
ii. The point to which transportation has been confirmed or has
already been requested with continuous connections,
iii. A connecting point where transfering from one airport to another
is necessary and where the passenger is required to take
possession of his baggage, or
iv. The final destination specified in the ticket includes any tickets
issued in conjunction therewith.
v. Upon returning the ticket with the baggage identification tag(s) to
the passenger, GSP shall endeavour to draw the passenger’s
attention to the baggage identification tag(s) and destination to
which the baggage has been checked.
vi. Issue an excess baggage ticket and collect any applicable excess
baggage charges to any of the places described above. If after
commencement of journey, the passenger increases the amount
of his baggage, it shall be the Supervisor at the point where the
increase occurs who will issue an excess baggage ticket for such
increase and collect the additional charges.
b) When unloading, sorting and delivering of baggage from flights, the
delivering airline shall give priority to interline and on-line transfer baggage
over terminating baggage.
c) Interline and on-line connecting baggage shall be segregated from other
baggage, mail and cargo on all arriving aircrafts (non-stop or one-stop) from
the point of origin; however baggage shall be segregated prior to
commencement of interline delivery.
d) When it becomes necessary to leave baggage behind due to weight/ space
restrictions, BAV shall give loading priority to interline transfer and online
connecting baggage.
e) In the event of customs clearance necessitates, the physical presentation
of the interline passenger to the authorities is concerned together with this
interlined baggage (and carry-on items) at an intermediate point en route

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where transfer of his/her interlined baggage will take place. Passenger shall
be informed before or on arrival at the point of transfer, (preferably
immediately after disembarkation), but in any case prior to Government
clearance.
f) If passenger takes delivery of his/ her baggage at a place other than one
mentioned above, on resumption of the journey, passenger is required to
recheck and retag the baggage as though passenger were commencing
his/ her journey at such place.
Interline of Checked Baggage on Low Cost Carrier is Not Permitted
a) No interlining of baggage is allowed on LCC flight including rush tag
baggage. Passenger should be advised that they are required to collect and
clear their baggage at transiting station before checking in for LCC flight.
b) LCC do not accept interline bags even though the check-in system allows
this.
Mishandling of Interline Baggage
When mishandling an interline baggage, the following procedures shall
apply:
a) The station/ airline that the passenger travelled to (the point of stopover or
final destination where the passenger is missing the baggage) shall be
responsible for tracing the missing baggage and for its delivery to the
passenger in accordance with IATA Resolution 743e.
b) In this situation, when that airline has no representative at the point of
passenger enquiry, any carrier having participated in the carriage of the
passenger shall assist in the liaison between the passenger and the
responsible airline.
c) When a passenger is missing baggage at the connecting point where the
passenger is required to submit through-checked baggage for customs
clearance, without relieving the final airline from its responsibility as defined
in (a) and (b) above, the delivering airline to such connecting point shall be
responsible for:
1) Immediately initiating tracing for the missing baggage in accordance with
current agreed procedures provided that there is sufficient time to obtain
and record the baggage and flight data required for tracing; and
2) Informing the airline referred to in a) and b) above of the baggage missing
at the connecting point and of the tracing initiated and its results; and
3) Arranging for forwarding the missing baggage to the airline referred to in
a) and b) above for delivery to the passenger.
d) When the address to which the baggage is to be delivered is on the routing
shown in the ticket, each airline shall transport the baggage without charge
in accordance with such routing.
e) When the address to which the baggage is to be delivered is not on the
routing shown in the ticket, the baggage shall be forwarded to the airport

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which is nearest to such address and then re-forwarded from such point by
appropriate transport means to the delivery address. The expense of doing
this belongs to the airline responsible for the mishandling.
f) Mishandled baggage shall be forwarded without charge by the fastest
means possible using the services of any airline to the nearest airport to
the passenger’s address. At such airport, the baggage shall be delivered to
the passenger.
1) By the airline on whose flight the passenger had travelled to the final
destination or point of stopover, or
2) In case that airline is not represented at such place, by the airline on
whose flight the expedite (rush) baggage arrived at such airport.
3) Delivery costs from such airport to the passenger may only be recharged
to the airline responsible for the mishandling.
4) In the case of (2) above, the airline responsible for the mishandling shall
be indicated in the box “expense of” on the expedite (rush) tag.
5) When an airline delivers the baggage as handling agent for another
airline (principal), any recharging of delivery costs by the handling agent
to the principal shall not be governed by this resolution.
6) The amount recharged shall be supported by proof of the cost incurred,
and by a copy of the PIR, or in the case of (2) above, by the original or a
copy of the expedite tag.
Interline Baggage Claims and Proration
a) Almost all profiles recommended last carrier to settle claims. This is to avoid
disputes between carriers and unnecessary correspondence. BAV can
recuperate costs associated from interline baggage claims by prorating the
costs to the airlines involved. Every station must track and document all
costs associated with Interline Baggage Claims.
b) For interline checked baggage, which involves other carriers and BAV as a
last carrier participated in the carriage of the passenger, all baggage claims
must be processed and settled to a conclusion and shall be prorated in
accordance with the following procedures:
1) Send the complete file and bills to Customer Service Department, which
shall process the proration with the involved carriers (covering memo).
2) Amounts paid in settlement for loss or damage to baggage not detected
or recorded at the time of transfer among the airlines shall be prorated
among all carrying airlines concerned of the basis of transportation fares
and charges received by each from such transportation.
3) When the weight of a lost bag is not known, such amounts may be
determined by applying the Table of Weights currently recommended by
IATA for the interline settlement of baggage claims.
4) The claim receiving airline shall, within 60 days after claim settlement,
request proration settlement from all claim participating airlines by
submitting:

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i. One copy of the Property Irregularity Report
ii. Evidence that adequates tracing action was taken
iii. One copy of the claim prepared by the passenger
iv. One copy of a coupon of the passenger’s ticket (indicating the
class of service used)
v. One copy of the baggage identification tag or its number (if
available) and
vi. A statement showing the prorated share of each claim
participating airline.
c) When the sixty (60) days notice has been exceeded, entry into prorate by
any other claim participating airline(s) discretion. All requests for prorate
settlement shall be paid or questioned by claim participating airline(s) within
sixty (60) days from the date of receipt of the payment request.
Transit Time
The basic objective of agreed connecting time intervals is to protect both the
delivering and receiving carrier’s interests and ensure that the passenger and
his/her baggage can rely on making connections.
Loading
a) Ensure more careful in loading all baggage to aircraft and avoid wrong
loading to different aircraft.
b) The loading arrangement into the aircraft at the origin station shall be based
on the following to facilitate the correct offloading sequence:
1) Priority tag baggage
2) Transfer/short connecting baggage
3) Normal baggage
4) Cargo
c) No baggage should be arrived at destination prior to passenger. Any non-
compliance shall impose severe penalties to carrier especially to US and
Australia. Furthermore any surplus baggage shall be forced open (if locked)
and any damaged/ pilferage shall be under BAV liability.
d) All CCL checked baggage is to be loaded at designated location or in their
respective container. Similarly, for the narrow body aircraft, these baggage
are to load in Hold 1 at door side.
e) Ramp agent or supervisor should always view compartment into which
baggage is being loaded, and keep constant observation during loading
operations.
1) Avoid damage to the doors or their opening.
2) The loading of any items, bulk or ULD onto an aircraft must be undertaken
according to written load instructions to ensure correct weight and
balance requirements.

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3) ULD when being loaded should be crosschecked by unit number with the
load instructions.
4) The condition of the load, including ULD shall be checked prior to loading
in order to detect leaking or otherwise damaged items. Items or ULD with
any evidence of leaking contents MUST NOT BE LOADED. Dangerous
goods, which are, damaged MUST NOT BE LOADED.
f) The handling of Dangerous Goods must be undertaken with particular care
to ensure that the integrity of the packaging is not adversely affected.
Loading and stowage of Dangerous Goods must conform to all prescribed
national and international regulations/ standards, e.g. IATA DGR.
g) When a poorly packaged shipment is observed, proceed with caution. All
contents should be prevented from spilling out and causing injuries. Spills
of any sort in the holds must be reported immediately as the spilt material it
might result in damage to the aircraft floor or wiring.
1) Should a package containing dangerous goods be damaged or found to
be leaking, immediate action must be taken in accordance with BAV’s
regulations.
2) Spillage from wet cargo shipments in the aircraft must be reported
immediately.
3) Any spillage on the apron e.g. fuel, oil, hydraulic liquids, etc. must be
reported immediately and the area cleaned.
4) Supervisors in-charge must be informed and lodged a Spillage
Occurrence Report (SOR).
5) When unapproved dangerous goods are detected in hold baggage, a
report must be submitted to the Supervisory staff.
h) Before hatch is closed, Ramp Agent should observe state of baggage and
report any damage or pilferage.
Items or Baggage Loaded in Bulk Hold Procedures
a) Ensure items or baggage are carefully loaded at door side accordance to
first transit stations if flight involves multiple sectors.
b) Uplifting stations are to advice all involving stations (if multiple sectors) of
the following through CPM.
1) Total number of baggage
2) Total weight
3) Destination (three letter code station)
4) Class of baggage (Bussiness tag baggage, Priority tag baggage and
Economy baggage)
5) Status of baggage (BT- transit/ transfer baggage or BL – local bag)
c) In case item (b) is not completed, uplifting stations should then send a
separate pre-advice through normal telexes with the tag numbers.

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d) Stations receiving and meeting the aircraft should offload all their discharge
baggage within the time given.
Unloading
a) The priority when unloading baggage is:
1) The interline transfer baggage off and on its way first.
2) Online connecting baggage
3) Local or terminating baggage.
b) Ensure more carefulness in unloading all baggage from aircraft.
c) Business class and priority tag baggage terminating at the airport must be
delivered to the claim area first. According to SLA contract between GSP
and BAV, after maximum 12 minutes (from chock-on time), the first
business class and priority baggage must be placed on designated
conveyor at claim area and ready for arriving passengers to pick up.
d) Service must be completely offloaded upon aircraft arrival or turnaround.
e) With the advent of the BTM, it will be possible to know precise details of any
connecting baggage in advance of the aircraft arrival.
Reclaim Area and Arrival Handling
a) In order to provide excellent customer service, the following preparation
needs to be taken, observed and adhered:
1) Arrival roster should be pre-planned according to the manpower and flight
patterns.
2) Staff should be aware of his/her position and areas distribution.
3) Staff is required to be positioned at his/ her appointed carousel (baggage
reclaim) 15 minutes prior to STA.
4) Latest arrival flight as schedule must be updated before each working
shift.
5) Walkie-talkie should always be serviceable and hold by the arrival staff.
6) Before opening the counters or positioning at carousel or workplace, staff
are required to update themselves by reading current circulars, Ground
Handling Bullentin, handover book and any other information pertaining
to arrival flight and baggage. Staff should check and be aware of the pre-
advice information on baggage discrepancy either from the telexes, calls,
emails, fax or Action File.
7) Briefing by supervisors is mandatory.
8) The appropriate signs and flight number should be displayed well in
advance at the respective flight indicators (FIDS) within sight of customer
and ensure no mix flights are assigned at the same carousel (baggage
reclaim).
b) All discharge ULD must be cross checked the contents before sending to
respective areas.

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c) All arrival bags must be placed on designated conveyor or carousel with
baggage’s handle upward position.
d) Staff should be available close to where the baggage is delivered to arriving
passengers.
e) Passengers should be informed when and at which claim device their
baggage is to be delivered, details on the nature and extent of any delay in
baggage delivery and caution to claim baggage by claim check number
rather than by appearance.
f) Where customs clearance is required at an intermediate point and baggage
transfer facilities after customs are available, passengers should be
reminded to clear their baggage first, and then present it at the transfer
baggage point.
g) Posters urging passengers to be certain they are taking their own baggage.
h) Monitor the surrounding areas including out of gauge baggage (OOG) to
initiate announcement to passenger for any late baggage delivery.
i) Monitor and ensure all arrival bags are delivered promptly according to the
standard and Baggage Delivery Sequence.
1) When unloading baggage, the following sequence must be followed:
Baggage delivery Business and Priority tag baggage

 Transfer/ short connecting baggage
sequence
 Normal baggage
 Cargo
2) First and Diamond Tier of Bamboo Club members’ baggage must be the
first to be unloaded upon arrival. No crew baggage or economy class
baggage shall be delivered first before Bamboo Business and First,
Diamond Tier of Bamboo Club members’ baggage have been completely
delivered.
3) The actual baggage delivery timing is as tables below:
Table 3.4 - BAV Standard Arrival Baggage Delivery Timing
Container type Delivery time
Containerised aircrafts AKH 3.5 min per AKH

AKE 4.5 min per AKE
Number of Delivery time

pieces (block) (minute)
Non-containerised
aircrafts (Bulk loading) 50 6
j) Coordinate the arrival baggage delivery process from the aircraft to the
reclaim areas and complete the technical reports (Baggage Handling
Report) of any late delivery or missing arrival bags.

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1) Sort out local baggage and transfer baggage
2) Interline ULD baggage shall be sent to transfer carousel.
3) Out of gauge (OOG) baggage shall be sent to OOG belt.
k) Found and unclaimed baggage, which is unidentifiable baggage i.e.,
baggage tagged to own station, offloaded baggage (CIQ/A17) or baggage
without tag can be assumed to have been checked shall be taken into the
LL storage for identification.
l) Followings are delivery timing for the unclaimed baggage delivered and
placed in the store:
Normal Passenger
Minimum 1.5 hours from ATA
Maximum 2 hours from ATA
m) Any company mails (COMAIL) received at the arrival hall should be

redirected and passed to Station Manager’s office (for Line Stations).
n) Unclaimed bags must be promptly removed by staff to secure storage area.
Baggage Irregularities Prevention
When selling ticket
Offer name and address labels and advise passengers to:
a) Put name and address inside and outside each bag;
b) Do not pack money, travellers cheques, jewellery, cameras, stocks, bonds,
etc. in checked baggage;
c) Lock checked baggage.
At check-in counter
a) Protect baggage tags from access by public.
b) Ensure that each piece of baggage accepted has the owner’s identification,
labels and/ or tags for passenger use.
c) Removed old tags.
d) Bags with two handles, tie the handles together to prevent damage or tag-
off.
e) Passenger stubs can be placed on locks of bags to back up a possible tag-
off (1-2 sector flights only because of reconciliation).
f) Refuse bags, packages or other containers, which are not suitable for
secure carriage as checked baggage.
g) Accept checked baggage only upon presentation of a passenger ticket.
At boarding gate
a) Any bags removed at gate must be label tagged and have name labels.
b) Make sure that all bags are included passenger check-in record and in
PTM.

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Baggage sorting
a) All areas should be supervised and access should be controlled.
b) All areas should be well lighted.
c) Surveillance camera should be used, where feasible.
d) Baggage held outside normal operating hours should be locked up.
e) Label tag-off bags with time and location, where and when found.
f) Do not handle bags from one handle only.
g) Do not attach found tags to tagless bags.
h) Transfer baggage mishandling can be reduced by:
1) Giving priority handling to transfer baggage at the transfer point,
2) Separately loading transfer and terminating baggage and then,
3) Telling the airport of arrival where the transfer baggage is loaded.
Ramp and Staging Areas
a) Where possible, load baggage into containers at makeup area and then
into aircraft. When this cannot be achieved, the following procedure is
recommended:
1) Retain baggage in makeup area, moving it to planeside no earlier than
necessary.
2) Keep ground route from makeup area to planeside as short as possible
and well illuminated.
3) Transfer baggage in suitable trucks and discourage overloading.
4) Ramp agent or supervisor should always view compartment into which
baggage is being loaded, and keep constant observation during loading
operations. Before hatch is closed, he should observe state of baggage
and report any damage or pilferage.
b) Precise routes shall be prescribed which should avoid parking areas, public
roads or hidden areas adjacent to seldom used buildings.
c) Periodic checks of all areas shall be undertaken.
d) Work assignment records concerning loading and unloading of aircraft shall
be kept for a period of at least three months.
e) A complete record of all activities related to a flight subject to alleged
pilferage shall be maintained for further reference.
Baggage Reclaim Area/ Arrival Hall
a) Baggage shall be available for passenger claim under controlled conditions.
b) Ensure that unclaimed and expedite bags are immediately removed from
the claim device for safe storage.
c) Unclaimed bags should be under airline supervision. Where such bags are
under customs control, all authorised airline staff shall have access to the
bags during all working hours.
d) Unclaimed bags shall be documented and promptly handled in accordance
with IATA Resolution 743.

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e) To reduce baggage Taken in Error (TIE) situations happening,
announcements can be made in claim area advising passengers to make
sure they have their own bags and not another passenger’s.
f) Request airport authorities to post notices to passengers aimed at
preventing intentional/ unintentional bag switches. Signs can also be placed
to accomplish this notification, e.g.:
“To avoid taking the wrong bag, please check your baggage identification
tag against the label on the baggage. You may be asked to present your
identification tag when leaving the claim area”
g) To overcome any language problems, it is suggested that a pictogram

should be displayed at the common baggage claim area, in addition or
instead of the above - recommended notice to passengers in multi-
language environment.
h) Where positive claim is not feasible, spot checks of bag tags and claim
stubs shall be conducted on a periodic basis

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3.6 BAGGAGE SECURITY 20 Nov 2021
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BAGGAGE SECURITY
General
Each piece of checked baggage shall be protected against unauthorised
access from the point it is accepted for carriage (including off-airport check-
in) or screened, whichever is earlier up until it is loaded into the aircraft hold.
Security measures shall be implemented for storage, handling systems and
loading to ensure prevention of unauthorised access, tampering or
introduction of prohibited articles into the hold baggage. Screened checked
baggage should be kept under surveillance at all times (CCTV, physical
presence etc.)
Handling of Checked Baggage
a) If passengers and crewmembers are required to personally identify their
checked baggage before loading, do not load any baggage not identified.
b) Ensure there is no opportunity for the exchange of cabin baggage for
checked baggage, which may contain items used in a planned act of
unlawful interference. When screening of checked baggage giving rise to
suspicion regarding the contents, the local screening authority will proceed
as per local regulations.
Security Removed Items
Items not permitted in hand baggage that are removed by security screening
personnel may only be accepted in checked baggage, as per operator
handling and acceptance procedures.
Transfer and Connecting Baggage
a) When passengers have to collect their checked baggage during the transfer
process (because of immigration or security policies of a State), treat
checked baggage as originating baggage.
b) If baggage is collected landside, submit it to screening before loading on
the aircraft.
c) If the baggage is collected and transferred in the sterile area, re-screening
may not be necessary.
d) Interline, transfer and connecting baggage must follow the reconciliation
procedures as originating baggage.
e) Transfer and short connecting baggage shall be segregated and not to be
mixed in the same unit with normal passenger baggage. Short connecting
tag shall be used for all transfer and short connecting baggage of less than
90 minutes only.
f) Loading station shall advise the arrival station the location of the transfer
and short connecting baggage.
g) For narrow body aircraft:
1) It must be labelled properly for easy identification.
2) The short connecting baggage must be loaded at door side (Hold 1) after
the Priority baggage.

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3.6 BAGGAGE SECURITY 20 Nov 2021
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3) The remaining transfer baggage can be loaded at the door side between
Hold 1 and 2.
4) Station shall advise the location of the baggage transfer through LDM to
the arriving station.
h) For wide body aircraft:
1) It must be labelled properly for easy identification.
2) The short connecting baggage must be loaded at door side after the
Priority baggage containers.
3) The remaining bags can be loaded into CCL container with advice to
arriving stations.
4) If there is a plenty of transfer baggage, build up another container specific
for baggage transfer only.
5) Station shall advise the location of transfer baggage through CPM to the
arriving station.
Baggage Reconciliation
a) Maintain passenger/ baggage reconciliation as required, including:
1) Standby passengers;
2) Off-airport and group check-in passengers;
3) Voluntary or involuntary deplaning;
4) Transit passengers.
b) Baggage that is separated from the passenger may be subject to additional
security controls in accordance with local regulations.
c) Offload the hold baggage of any passenger who disembarks earlier than
the station of arrival.
d) If the passenger fails to transfer for any reason, the passenger's checked
baggage may be removed in accordance with local regulations

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3.7 BAGGAGE MISHANDLING 20 Nov 2021
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BAGGAGE MISHANDLING
General regulation
Definition and applying scope
a) Baggage: Unless otherwise specified, in this regulation baggage shall be
defined as checked baggage
b) Baggage mishandling shall be defined as unusual handling to passenger’s
baggage since the baggage has finished checking procedures till the
moment it must have been delivered to passenger or to the next Carrier at
the intermediate station by BAV. Baggage mishandling includes:
1) Missing baggage, including delayed baggage
2) Damaged baggage
3) Pilfered baggage
4) On-hand baggage
c) Applying scope:
All kinds of checked baggage, cabin baggage and belongings of all
passengers on the following flights shall be observed by this regulation:
1) All domestic and international flights of BAV;
2) Code-share flights between BAV and others Carriers (based on individual
agreement between parties)
3) Interline flights in which BAV has at least one segment.
4) Charter flights agreed by BAV
d) BAV Station Manager at all stations takes charge of ensuring that:
1) The handling agent strictly follows the rules set forth in this section
2) BAV Supervisor at this station should be duly informed of all pending
cases of delayed/lost/damaged/pilfered as well as on-hand baggage.
BAV’s Liability
a) It is the duty of BAV’s Staff to be willing to help passenger whose baggage
has been mishandled. BAV’s Staff shall always shows sympathy and
creates advantages to help the above mentioned passenger.
b) All online stations of BAV may issue Property Irregularity Report (PIR). GSP
or Station Manager at the above station shall implement any necessary
tracing procedures.
c) PIR shall be used as a major link between passenger and BAV when the
mishandled baggage concerned. Though not involving any
acknowledgement of liability, all information in the PIR shall be seen as
agreed evidence when the claim has been resulted. Therefore, any entry
must be clear, exact and complete.
d) PIR would be issued in the following cases:
1) Lost baggage, including delayed baggage.

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2) Damaged baggage
3) Pilfered baggage
e) Passengers could use PIR when they want to claim in any official
representative of BAV. To avoid duplicate of work and effort, the first
section who dealt with the claim shall handle it to conclusion. However,
when the above office is unable to conclude the case due to the
passenger’s limited stay, the complete tracing file may be transferred to the
BAV's station at or nearest to the passenger’s final destination for
subsequent handling.
Handling baggage claim and compensation
General regulations
BAV shall handle baggage claim and compensation for the following people:
a) Passengers
b) Cabin Crew of BAV
c) Inheritor of or person who is authorized by the above-mentioned people
Time limit for baggage claim
a) Upon the receipt of the baggage, passenger must inform immediately any
irregularities (pilferage, damage, delay) at the baggage claim for BAV‘s staff
to open a property irregular report (PIR).
b) Receipt by the passenger without complaint is the prima facie evidence that
the baggage has been delivered in good condition and in accordance with
the document of carriage.
c) If baggage is damaged, the person entitled to the delivery must complain
to the carrier, at the latest, within seven (7) days (basing on the seal of post
office if any) from the date of receipt.
d) If baggage is delayed, the person entitled to the delivery must complain to
the carrier, at the latest within twenty one (21) days (basing on the seal of
post office if any) from the date the baggage was placed at the passenger’s
disposal.
e) If baggage is lost baggage, the person entitled to the delivery must
complain to the carrier, at the latest, within seven (07) days (basing on the
seal of post office if any) from the date the baggage was placed at the
passenger’s disposal.
f) Every complaint must be made in writing and dispatched within the time-
limits mentioned above. Any complains failing to arrive within the time-limits
and not in writing form shall not be considered to process.
Time limit for processing a baggage complain and compensation
a) Within 30 days from the date of receipt the complaint, divisions and
individuals who are in charge of handling the complaint have to response
to the passengers whether accept or reject the claim.

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b) Within 10 days from receiving the complete complaint documents, divisions
and individuals in charge have to process and pay compensation to the
passenger.
BAV will only process the baggage’s claim in the following cases:
a) Damage to baggage of passenger attributed to BAV’s responsibility in air
transport operation
b) Damage to baggage of passenger in interline flight which BAV operates at
least one segment.
c) When BAV is entitled by other carriers to handle the baggage’s complaint
on their behaves according to BAV’s compensation policy.
d) If damaged baggage arises in the code share and joint-venture flight,
depending on the specific terms and conditions mentioned in the contract,
BAV may process and pay the compensation to passengers or just instruct
them to complete the complaint file and direct them to the legible carrier to
file a claim.
The following divisions and individuals have responsibility to process baggage
complaint and pay compensation
a) BAV Representatives at online stations: Station Manager, Deputy Station
Manager and authorized person.
b) Customer Services and Quality Assurance Department: Manager, Duputy
Manager and authorized person.
c) Services and Ground Operations Block: Director, Deputy Director
d) Commercial Block: Director, Deputy Director
e) Finance and accounting Division: General Manager, Deputy General
Manager.
f) Cabin Crew division: Director, Deputy Director (handling complaint about
damage of passenger’s clothes, belongings due to careless of cabin crew)
Scope of responsibility of BAV
a) For checked baggage:
1) BAV’s scope of responsibility for checked baggage starts when the
passenger complete check in their baggage and finishes when BAV
delivery the baggage to passenger or when BAV delivery baggage to
onward carrier for transportation in other segment.
2) For code share or joint venture flights between BAV and other carriers,
BAV’s responsibility for checked baggage as regulated in the code share
or joint venture agreement.
b) For cabin baggage
BAV is only responsible for the damage of cabin baggage and
passenger’s belongings in 2 cases:
1) Due to aircraft ‘s accidence

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2) Due to careless of cabin crew or any reasons can be attributed to
aircraft’s equipment.
c) For baggage requiring a seat in the cabin
1) Limits of BAV’s liability for baggage requiring a seat in the cabin (CBBG)
does not exceed the limits of BAV’s liability for checked baggage.
2) For cabin baggage requiring a seat in cabin having high value, passenger
should be reminded to buy insurance for their baggage. Upon check in
this kind of baggage, check in staff should remind passenger about BAV’s
limit of liability for cabin baggage.
Financial procedures for paying compensation
a) Apply current BAV procedures of paying and settling baggage
compensation.
b) The concerned proof and receipt in the baggage compensation handling
file (provided by customers to prove the actual damage) must be in
accordance with current regulations set by Finance and Accounting
Division.
c) Place and form of cash compensation
1) Passenger can receive compensation money in one of the competent
divisions mentioned above.
2) Passenger can receive compensation money by bank transfer or
other appropriate payment intermediary services at the requests of
passengers
d) Currency of payment
1) In Vietnam: Pay compensation to passenger by VND according to current
regulations of Ministry of Finance
2) At overseas: Pay compensation to passenger by USD or local currency.
Waiver of BAV’s liability for baggage complaint
BAV is not responsibility for and do not process any complaint of damage,
loss or delay of baggage happening due to the following reasons:
a) BAV is not responsible for damage of baggage due to force majeure
including but not limited to act of God, war, strike, trade embargo...
b) BAV is not responsible for damage due to items or objects inside the
passenger’s baggage. In case items contained in the baggage of customers
led to the damage of BAV’s assets or other passenger’s baggage, the
passenger must compensate all the damage and loss that BAV has to bear
due to the that damage.
c) BAV is not responsible for damage of fragile, perishable items, money,
jewelry, note, bond or any valuable documents, passport, identity paper,
sample contained in the checked baggage whether BAV knows passenger
put those items or objects in their bags or not.

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d) BAV is not responsible for handling complaint sent after time limits for claim
e) BAV is not responsible for compensating for any damage which is
discovered outside the baggage claim area or in case BAV is not informed
about the damage right at the baggage claim area.
f) Responsibility of BAV for baggage attached limited release tag
1) For baggage rejected at gate due to overweight or oversize and attached
limited release tag, BAV will not responsible for paying the delay
compensation, except for baby basket/trolley
2) For the baggage attached limited release due to damage, improper
coverage, fragile, perishable, …BAV will not responsible for any
complaint of damage which has been waved of responsibility
Missing baggage (AHL)
Definition
a) Missing baggage is the baggage which is not available to the passenger
when he presents his baggage tags.
b) Delayed baggage is defined as the baggage which has been checked in on
a flight but is not available at the claim area on arrival.
c) Always verify with the passenger the destination, carrier and flight number
on the baggage tag. If the tag indicates other destination, forward a warning
message to the station shown on the tag.
d) Before confirming that the baggage claimed is the missing baggage, GSP
staff should check with all related areas (such as all ULDs of that flight, the
arrival conveyor belt, at the aircraft, cargo area…) to ensure no baggage
has been left.
Delayed baggage compensation
a) Compensation for delayed baggage paid to passenger should covers the
cost to buy necessities for passenger during delay time.
b) Passenger may receive compensation for delayed baggage providing that:
1) After 24 hours from the actual arrival time at the destination of the flight
itinerary, passengers do not receive their baggage.
2) Passenger’s permanent address is not the same as the city where lost
baggage is declared (according to passengers’ travel documents)
Note: Incase passenger’s permanent address is the city where lost
baggage is declared, GSP staff/BAV Supervisor shall explain the
regulation and apologize passenger for the baggage delay and no
compensation is paid in this case.
c) Maximum rate for delayed baggage compensation:

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(Compensation is paid up to individual cases, not pieces.)

Economy Class Business Class
Domestic
300,000 VND 450,000 VND
flights
International
30$ 40$
flights
d) Depend on the actual situation, BAV Supervisor could base on the specific
conditions to decide to pay delay baggage compensation right at the airport
or instruct passengers to send a complaint to the carrier in accordance with
e) Delayed baggage claim file includes the following documents:
1) Claim letter signed by passenger or the person authorized by passenger.
2) Baggage tag (original)
3) Ticket (original or copy) or itinerary (electronic ticket)
4) Properties Irregular report (PIR – original);
Remark: Documents under articles 1, 2, 3 shall be provided by passenger
or passenger’s authorized inherit person.
AHL File Creation
a) When appearing a declaration that a checked baggage has failed to arrive
with the flight it should do, Lost & Found staff should check baggage tag
and the claim area to ensure no baggage has been left. If there is no result,
Lost & Found staff issue AHL tracing.
b) Check messages in the FW Area of the Station Action File. If the baggage
is known to be at a particular airport or on the way to deliver to your station,
inform passenger of any concerned information. In this case, suspend/non-
tracing AHL file should be created.
c) Using IATA Baggage Identifier Code to illustrate the baggage and get the
information as exact as passenger can supply.
d) AHL Entry, display and amend on Worldtracer system.
e) Complete the AHL file and remark file reference.
Property Irregularity Report Completion (PIR AHL)
a) Print the completed AHL, sign and send a copy to passenger. Always
remind passenger about his File Reference Number.
b) Worldtracer allows using up-to 30 languages in PIR. So always ask
passenger his common language before printing the PIR AHL.
c) Issue the pack ‘Delayed baggage’, including Baggage Claim Form and
store PIR in this pack. Write File Reference Number on the front side, the
address and telephone No of Lost and Found Section on the reverse side.
d) Following by the PIR creation, GSP staff or BAV staff should regularly
inform passenger about the baggage information:

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1) At least once a day for the first 5 days from date of file creation
2) At least once every 2 days from day 6th
3) Once every 3 days from day 10th.
If there is no result of baggage after 3 days from the date of file creation,
request passenger the Baggage Claim Form. This paper is valid as a
complaint and an indispensable part of a Complete File.
Worldtracer/Baggage Tracing
Baggage tracing on Worldtracer proceeds as follows:
a) Check all matching messages in the MW Area of your Station Action File.
All matching of AHL and OHD are sent to this area. Use DXF transaction
for this step.
b) The best match: Tracing elements that exist in both AHL and OHD are
compared and points are awarded based on how well and how often the
elements match. The best match will identify which station holds the
baggage.
c) Request for unclaimed bag: Send a request for the bag by ROH (Request
on-hand) transaction to the station holding the baggage.
d) Suspend Tracing: While waiting for the on-the-way baggage, it is necessary
to suspend tracing in order to avoid receiving the other match messages.
Use the transaction SUS or SAT in this step.
e) Forward On-Hand Baggage: The forwarding message will be sent to AA
Area of the Station Action File. Therefore, frequently checking messages to
get the up-date information of baggage routing is necessary.
f) Receiving baggage: Based on information in Forward On-Hand Baggage.
If the received baggage is not the one you are looking for, immediately
return it. Make AHL file active in tracing and follow the above-mentioned
steps again.
g) Update DR, DD elements: Right after receiving baggage and delivering to
customers, it is necessary to update information in 2 elements: DR (date
bag received) and DD (date bag delivered). The baggage status then will
change accordingly when passengers display their baggage file reference.
h) Noted: All above messages needed to be attached to AHL File for claim
settlement reference.
Baggage Delivery
a) BAV is liable for delivering missing baggage to passenger’s address at
BAV’s expense. It is noted that BAV is not liable for delivering security items
to passenger’s address.
b) When Custom Declaration is required, BAV only manages this Procedure
while having both agreements from passenger and Local Custom official.
c) Delivery procedure
1) At domestic airports:

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i. Sign an agreement with a delivery company to send all delayed
baggages.
ii. If all above methods could not be executed, the following goodwill
compensation will be made:
- For airports with distance from the airport to the city is from
30km and above: 200,000VND per passenger.
- For airports with distance from the airport to the city is under
30km: 150,000VND per passenger.
2) At oversea airports:
i. Station Manager need to sign an agreement with a local delivery
company to send all late baggage to the town.
ii. If there is not any kind of above company, Station Manager need
to find another mode of delivery then ask for the approval of BAV’s
BOD; follow all procedures and regulations of BAV when signing
the agreement/ contract.
d) Note: If no reasonable security measures is taken place, only baggage
without any abnormal signs (the seal has been in good condition, no sign
of damaged or pilfered) shall be sent by post or other methods other than
self-delivery.
Compensation
For international flight (where Warsaw Convention 1929 amended by Hagues
Protocol 1955 applies).
a) For damage and pilfered baggage: compensation payment is made
according to the weight of baggage damaged or pilfered but not exceeding
BAV’s liability for that lost weight.
b) For pilfered baggage discovered by the passenger or BAV's staff (or GSP‘s
staff) at baggage claim area: compensation payment are made according
to the lost weight or declared value of loss/pilfered items but not exceeding
the BAV’s liability for the whole baggage.
c) If the baggage is damaged but did not lose weight, compensation payment
is made according to the actual damage but limited to BAV’s liability for that
baggage.
d) If luggage/container damages, compensation payment is made according
to the repairing cost or the value of the container prior to damage but limited
to 40 USD per container.
e) If passenger‘s wheelchair and crutch are damaged or lost during carriage,
compensation payment is made according to real damage but limited to
400 USD per passenger.
f) If various damage and loss incurred for a baggage, total compensation
amount is limited to BAV’s liability for that baggage
g) Notes: If the whole baggage is lost but its weight is unknown, BAV
Supervisor and other competent to handling compensation division

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negotiate the weight to calculate the limits of BAV’s liability as long as it is
not exceeding the baggage allowance. Divisions may applies the following
methods:
1) Average weight of all the bags have been received by that passenger or
2) Average weight of all the bags of the Group (if passenger travel in group)
For domestic routings (where Vietnam Aviation Law 2014 applies) and EC
routings (flight to or from an EC country – where EC Regulation 785/2004 dated
21/4/2004 applies)
a) In principal, compensation is made according to actual damage but the total
compensation amount (for checked baggage, cabin baggage, and
belongings) is not exceeding 1288 SDR per passenger.
b) When processing the baggage claim, concerned divisions shall base on the
complaint letter which lists all the actual damaged assets and receipts
concerning the damage of the baggage (if any) to consider and negotiate
with passenger the compensation amount. The total compensation amount
must base on the reasonable demonstration of passenger and not
exceeding SDR 1288/ passenger (or equivalent local currency).
c) If passenger can not demonstrate or prove the actual damage, concerned
division may consider making compensation according to lost weight but
not exceeding:
Economy Class Business Class
Domestic flights 200,000 VND/kg 300,000 VND/kg
International flights 20USD/kg
d) Note: Value of a claim to be considered to compensate includes: the actual
value of the baggage, delivery charges and additional charges.
e) When handling complaint of baggage for various reasons (delay, loss,
pilferage, damage of check baggage, cabin baggage and belongings …),
concerned division must follows:
1) The division who pays final compensation amount to passenger must
contact the concerned divisions (who has previously paid parts of the
claim amount), to get the copy of the compensation file for the previous
damages to calculate the final compensation amount (passenger claims
at different competent divisions of BAV).
2) The division who pays the final amount shall require passenger to sign
the wave of responsibility for BAV when receiving the compensation to
avoid any further actions against BAV.

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3) The division who pays final compensation amount to passenger must pay
attention that the compensation for the lost baggage will be deducted
from the compensation for the delayed checked baggage which
passengers had received before (if any).
f) If the baggage is lost for more than 21 days since it should have been
delivered to the passenger, compensation payment is applied the same as
loss baggage case. If the baggage is lost for more than 5 days and have
not been found, loss baggage compensation payment may be made at
passenger‘s request.
Missing or loss baggage claimed file includes the following documents:
a) Claim letter signed by passenger or the person authorized by passenger;
b) Receipts;
c) Ticket (original or copy) or itinerary (electronic ticket);
d) Baggage tag (original);
e) Properties Irregular report (PIR – original));
f) Passenger manifest;
g) Matching messages (in case of losing the whole bag).
Remark: Documents under articles a, b, c, d shall be provided by
passenger or passenger’s authorized inherit person.
AHL Closure
a) AHL File settlement is considered to be final only when it is closed. An AHL
file is closed in either following cases:
1) Baggage has been found and delivered to passenger; or
2) Baggage could not be found, but Compensation payment have been
made
b) Station Managers at the airports are responsible for file closure.
c) When closing file, it is needed to update but not limited to
advanced/delivery/final and/or other costs. There is requirement from WM
Module to fill the FS (Fault Station) and RS (Reason for Loss) elements
before closing AHL File.
Enter reason for loss and fault station in AHL file
Enter correctly the main reason for loss code (RL) in AHL file. In case there
are 2 or more reasons for loss, take the main reason, the other should be
updated in FF element
Lost baggage is found after passenger has received compensation amount
When the lost baggage which passenger has received compensation amount
is found:
a) If passenger want to get the baggage back: BAV may deliver that baggage
to passenger provided that compensation amount has been refunded.

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b) However, passenger will be compensated for late arrival and/ or damaged
baggage (if any)
c) If passenger refuse to claim that baggage, it shall be settled according to
BAV's regulations
Compensation for baggage of cabin crew
a) When there’s damage to the baggage, belongings of cabin crew: process
the case such as creating the file, collecting concerned information the
same as for the baggage of passenger.
b) Limits of liability for cabin baggage, checked baggage of the cabin crew are
applied as for the baggage of passenger
System Down Procedures
In case computer outage or World Tracer is unavailable, use manual PIR for
delayed/ missing damage/ pilferage of checked baggage):
a) Prepare manual PIR.
b) Issue manual reference number.
c) Raise manual PIR.
d) Provide manual Record Book to record and track status.
When computers are operational or World Tracer system back to normal,
register all manual reports into World Tracer AHL file. All details and
information must be entered into the file.
Damaged baggage (DPR 80)
Definition
a) Damage baggage is a checked baggage that was damaged during the trip
whilst in custody of the airlines and which falls under the airline’s
responsibility.
b) Passengers expect that reasonable care should be exercised in the
transportation of their luggage. Damage problems may require a variety of
solutions to be considered and, like other baggage claims, a great deal of
judgment and common sense shall be employed in settlement.
c) External damage is generally obvious and will normally be reported on the
spot. It may or may not be accompanied by internal damage to the contents
of the baggage.
BAV’s liability
a) BAV will not be liable for Damage to Baggage resulting from the inherent
defect, quality or vice of the Baggage. Likewise, BAV will not be liable for
fair wear and tear of Baggage resulting from the usual and normal rigours
of transportation by air. When a passenger can not be convinced that
damage is 'normal wear and tear' and insists on having a report, a DPR
shall be issued even if we are ultimately going to deny liability for damage.
It is important that damage description is clearly documented in the report.

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b) BAV shall not assume any liability for the damage, which was done prior to
check-in, or for the damage, which was waved responsibility by the
agreement between passenger and BAV.
c) BAV will not be liable in any way whatever for Damage to articles in
passengers’ baggages including to Damage to fragile or perishable items
(fresh and perishable foodstuff…), keys, artwork, cameras, money, jewelry,
precious metals, silverware, gemstone, medicines, drug, dangerous
goods, computers, electronic devices, securities or other valuables,
negotiable papers, contract, business documents, samples, passports and
other identification documents, other precious and/or valuable items which
are included in their Baggage but not declared a higher value of Baggage
and Damage to other similar items regardless of BAV’s knowledge.
d) Maximum compensation Rate for damaged baggage:
1) Domestic flights
Compensation for Compensation for
Status of baggage Economy class Business class
(VND) (VND)
Broken handle 150,000 250,000
Broken wheel
(applicable to 1 150,000 250,000
wheel)
Broken zipper 150,000 250,000
Cracked or flattened 300,000 500,000
Tear 150,000 250,000
Concave suitcase 150,000 250,000
Broken at the bottom 200,000 300,000
of bag / suitcase
Damaged whole bag
/ suitcase, can not be 500,000 750,000
repaired
Note: For damaged luggage at the same time many parts can be
accumulated but the total compensation does not exceed 500,000 VND
/ 1 piece of baggage for economy class and 750,000 VND / 1 piece of
baggage for Business class.
2) International flights:
The goodwill compensation is limited to:
i. Economy Class: 30USD or local currency equivalent per piece.
ii. Business Class: 40USD or local currency equivalent per piece.

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e) Besides the goodwill compensation form mentioned above, one of these
additional forms of compensation are applied as below (for both domestic
and international flights):
1) Station Manager should base on actual conditions to arrange local
agreement with a firm so that minor repairs can be fixed at short notice
with the maximum rate is 15USD/piece.
2) Replace baggage instead of cash compensation with a limitation up to
30$ per piece of economy class and 40$ per piece of Business class
orlocal currency equivalent.
Damaged baggage handling for arrival flight
Baggage Condition Check
When a passenger reports that his checked baggage is damaged, ask him
for the baggage identification tag and check for any annotation showing that
the baggage was damaged prior to check-in and/or any annotation indicating
that the carriers are not liable for the damage (the baggage was attached the
Limited Release Tag). Cross check with the departure station if any doubt is
remaining.
Damaged baggage File Creation (DPR 80)
a) If it is obvious that the damage occurred while the baggage was in the BAv's
custody, create a DPR File. When the DPR 80 File is created, it is required
for the presence of BAV’s Rep for thorough consideration of baggage and
its content conditions.
b) Input information as complete as possible into SITA Worldtracer system.
Damaged Baggage Report Completion (PIR DPR 80)
a) Print the completed DPR, sign and send a copy to passenger. Always
remind passenger about his File Reference Number.
b) Worldtracer allows using up-to 30 languages in PIR. Always ask passenger
his common language before printing PIR DPR 80
c) Issue a Baggage Claim Form, and request passenger to fill in for Settlement
and Compensation Procedure reference.
Settlement
a) If the baggage could be repaired, BAV Supervisor send it to the local firm
which has agreement with BAV to repair it as soon as possible, or
b) Replace another bag/suitcase for passenger, or
c) Compensation by cash.
d) Claimed documents:
1) Claim letter signed by passenger or the person authorized by passenger;
2) Receipts;
3) Ticket (original or copy) or itinerary (electronic ticket);
4) Baggage tag (original);

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5) Properties Irregular report (PIR – original));
6) Passenger manifest;
7) A photo of damaged baggage which includes the baggage tag in the
photo.
Remark: Documents under articles 1, 2, 3, 4 shall be provided by
DPR 80 File Closure
a) A DPR File settlement is regarded as final only when it is closed in three
following cases:
1) The Damaged Baggage is repaired and delivered to passenger; or
2) The Baggage cannot be repaired, but Compensation Procedure has
been completed.
3) The Compensation Procedure for damaged articles inside has been
finished.
Note: DPR 80 file must be closed within 21 days in the following cases:
i. There is insufficient proof that BAV is liable for the baggage
damage (passenger make a claim after having taken his baggage
out of the airport). In this case, BAV do not compensate for the
damage.
ii. After file creation, passenger does not make any further claim or
GSP’s staff or BAV Supervisor could not contact passenger.
before closing DPR File. The reason causing the damages is code number
80.
Damaged baggage handling for departure flight
At check-in counter
Condition of baggage shall be inspected at check-in counter in order to
recognise damage caused by the airline. When baggage has visible damage,
Limited Release indication on baggage tag must be completed. This will
indemnify the airlines from payment of an unjustified damage claim.
Baggage Found Damaged at Baggage Handling System
In case of any baggage found damaged whilst handling at sorting area or
baggage conveyor or Baggage Handling System by staff, loaders or baggage
handling agents, the following procedures must be followed:
a) Check if the baggage tagged limited release.
1) If the baggage was tagged LRT: note in the flight report and load on
container as normal.

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2) If the baggage was not tagged LRT: the baggage handling agent check
if the damage is the old ones (before the time of check-in) or the new
ones (after the time of check-in).
i. If the damage is the old ones: it’s the check-in staff’s fault because
of not to detecting to recommend and require passenger to sign
LRT at the check-in counter.
ii. If the damage is the new ones: it’s errors during normal transport
at the station
b) In case of major damage, damaged baggage must be well sealed and
strapped or packed in a box or replaced with a new baggage before uplifting
on the same aircraft to passenger’s final destination.
c) Any items or articles or personal belongings or contents suspected belong
to a passenger found at sorting area or baggage conveyor or Baggage
Handling System: complete the Irregular Baggage Report and hand over to
Lost & Found Section.
d) The Irregular Baggage Report is required to sign both by the check-in agent
and the baggage handling agent.
e) Receiving station must be informed of replacement either through normal
telex or email by Lost & Found Section so that necessary action can be
taken to assist passenger on arrival. No DPR file has been created at this
time.
Baggage Found Damaged at the aircraft or at the arrival conveyer belt
In case of any baggage found damaged whilst handling at the aircraft or
arrival baggage conveyor belt, the following procedures must be followed:
a) Check if the baggage tagged limited release.
1) If the baggage was tagged LRT: note in the flight report and put the
baggage on the arrival conveyer belt as normal.
2) If the baggage was tagged LRT: complete the Irregular Baggage Report
before putting the baggage on the arrival conveyer belt. It’s original
station’s fault.
b) Inform to the arrival staff and Lost & Found Section about the damaged
baggage.
Damage Settlement Decision Table
Table 3.5 – BAV Damage Settlement Decision
BAV generally accepts BAV generally does not accept
responsibility for: responsibility for:
Holes, which are punched or Normal wear and tear.
cut through the exterior of the
baggage.
Cuts deeper than surface Scuffs and scratches.
abrasion.

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Multiple abrasions, scratches Broken bottles and spilled liquids within

or scuffs resulting from baggage.
negligent handling. Exception: If the exterior of the baggage
indicates damage resulting from
negligent handling by BAV.
Broken locks, latches, carry Damage resulting from over packing of
handles or dented corners. the luggage, i.e. Spring hinges, broken
handles, split seams and zippers, or
missing items, pull-handles/pull straps.
 Damage to frame or basic Damage indicated in the limited release
construction of baggage. tag, i.e. Fragile (applies to damage),
packaging inadequate (applies to
damage and loss of contents),
perishable (spoilage resulting from
delay), or received damaged.
 Damage to baggage and its
contents caused by liquids,
when the damage was
caused by exterior damage.
 Damage caused by BAV
negligence (rain damage, fuel
spill, glycol, etc.).
Pilfered baggage (DPR 90)

Definition
a) Pilfered baggage is checked baggage that, whilst in custody of the airlines
during the trip, lost some or all of its contents due to damage or theft.
b) Pilferage means where items are reported or known to be missing from a
piece (or pieces) of baggage. When a passenger who then states that there
are items missing collects a bag, it is said to have been pilfered.
c) For liability purposes, pilferage claims are subject to the same guidelines
and limits as claims for total loss. Certain items may be excluded from
liability. Claim time limits may be of greater importance with pilferage
claims, as loss of an item may not be discovered at airport; missing contents
may be discovered during process of unpacking at destination or home.
d) Additionally, delayed baggage, once delivered to customer may be found
to have been pilfered. It is also possible that item(s) never existed and
report is an attempt to defraud the airline or insurance company.
BAV’s liability
Appy the same compensation rate for lost baggage in section 3.7.3.7.

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Pilfered baggage handling
Notification and Registration of Pilferage
a) Passenger report pilferage immediately upon receipt of baggage before
leaving reclaim area
1) Baggage inspection: When receiving a claim from passenger for a
pilfered baggage, handling staff should check if there is any proof of
pilferage prior to check-in and if the bag is tagged Limited Release. If in
doubt, cross check with departure station.
2) Before checking the inside passengers’ baggage, staff on duty must have
passengers’ permission.
b) Passenger report pilferage after leaving claim area (via telephone, email or
at the airport):
1) Passengers, who did not report pilferage immediately upon arrival, can
still do so in writing within 7 days after arrival. If it concerned a delayed
delivery, passenger should write within 7 days after receipt of baggage.
2) The letter should be sent to Customer Service Department or Station
Manager and have enclosed a copy of ticket, claim tag of bag concerned,
descriptions of damaged or missing items, and PIR reference number.
3) Claims received after 7 days are dismissed.
Pilfered file creation (DPR 90)
a) If there is sufficient evidence to prove that passenger’s baggage has been
pilfered under BAV’s liabilities of transportation and preservation, handling
staff create pilfered baggage file (DPR). BAV Supervisor at the airport has
to present to accurately evaluate the loss/damage.
b) During baggage inspection and file creation, if there is any abnormal
objects in the bag, BAV Sipervisor needs to picture and retain the object as
evidence if needed during investigation.
c) It is noted that the file on Worldtracer needs to include all available
passenger’s information.
Pilfered baggage Property Irregularity Report (PIR DPR 90)
a) After creating DPR file, PIR needs to be printed out and given to passenger
after being signed and sealed. Always remind passenger his file reference
number.
b) Worldtracer allows using up-to 30 languages in PIR. Always ask passenger
his common language before printing PIR DPR 90
c) Passenger is requested to fill in Baggage Claim Form to be convenient for
claim settlement.

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Settlement
a) BAV Supervisor needs to check with all stations in passenger’s journey to
find lost items. If found, those items must be sent to the destination station
on the earliest flight.
b) Apply each airport's procedure for investigating pilfered baggage (if
necessary).
c) If passenger wants to notify police of the case, instructing passenger to
airport security authority.
d) Compensation: Apply the compensation rate as for lost baggage in section
3.7.3.7
e) Pilfered baggage claimed documents:
1) Claim letter signed by passenger or the person authorized by passenger;
2) Receipts;
3) Ticket (original or copy) or itinerary (electronic ticket);
4) Baggage tag (original);
5) Properties Irregular report (PIR – original));
6) Passenger manifest;
7) A photo of damaged baggage which includes the baggage tag in the
photo
8) Tracing messages
Remark: Documents under articles 1, 2, 3, 4 shall be provided by
Pilfered baggage file (DPR 90) closure
a) Pilfered baggage file is considered to be settled if the file is closed. DPR90
file is closed if only in 2 following cases:
1) Lost object has been found and sent to passenger
2) Lost object has not been found but BAV has compensated for passenger.
Note: DPR 90 file must be closed within 21 days in the following cases:
i. There is insufficient proof that BAV is liable for the baggage
damage (passenger make a claim after having taken his baggage
out of the airport). In this case, BAV do not compensate for the
damage.
ii. After file creation, passenger does not make any further claim or
GSP’s staff or BAV Supervisor could not contact passenger.
before closing DPR File. The reason causing the damages is code number
90.

3.7-19
CHAPTER 3
Revision : 00
ASM
On-hand baggage (OHD)
Definition
a) On-hand baggage is baggage that is unclaimed by any passenger at arival
airports and unidentified who owner is at departured airports. On-hand
baggage is divided into 2 groups: baggage with tag and without tag.
b) Tagged On-hand baggage is divided into 2 groups: baggage delivered to
wrong destination and baggage delivered to right destination.
Handling of baggage delivered to wrong destination
a) Baggage delivered to wrong destination is:
1) The baggage was tagged to a destination but delivered to another
destination because of mishandling, for example, being loaded to a
wrong aircraft...
2) The baggage was correctly tagged but was left at origin station.
b) Handling procedures
1) Right after recognition of baggage delivered to wrong destination, Lost &
Found section must immediately check the flight schedule to arrange the
delivery of the baggage to the destination stated on the tag.
2) Labeling each baggage with “Expedite Tag”. It is noted that old baggage
tag must not be remove but be stapled.
3) Sending “Forward Message” to destination station, noting to copy the
message to departure station and other stations in the itinerary.
c) Note on OHD handling
1) After flight’s departure, handling staff needs to check all areas in the
station, check-in counter area, baggage transfer area, baggage
classification area, ramp to find out whether there is any baggage left. If
any, applying handling procedures above.
2) At transfer station, assign person in charge to check arriving baggage at
Custom Area. Wrong unloaded baggage need to be immediately loaded
back to the aircraft
Handling of On-hand baggage without tag and On-hand baggage
delivered to right destination
Check passenger information on the baggage:
a) Check if there is any passenger information on the baggage (name,
address, phone number)
b) Compare with passengers’ name list of arriving flight, get and process
information in passenger booking on Reservation System and update on
OHD file.
c) Contact with passenger to check whether he/she left baggage at the airport.
d) Note: In any case, staffs on duties are not allowed to open passengers’
baggage without permission of passenger and BAV Supervisor.

3.7-20
CHAPTER 3
Revision : 00
ASM
On-hand Baggage file (OHD) creation
a) It is noted that the file needs to include all available passenger’s data.
b) OHD non-tracing file: Even when passenger has informed carrier to claim
property right of on-hand baggage, OHD file needs to be created in OHD
non-tracing form.
Baggage storage:
a) OHD Baggage tagging: Before stocking, each baggage has to be tagged
“OHD Baggage Tag” and be screened by Security Section or Customs
Section (depend on each airport authority)
b) OHD Baggage Storage: OHD Baggage will be kept in stock according to
regulations. BAV's Station Manager consider and make decision on
settlement of baggage storing fresh, smelling and fissile goods within 24
hours since receiving the baggage.
OHD Baggage Delivery
a) Delivering to request station
1) After creating OHD Baggage File, it is necessary to regularly check
whether any station send “Request On-hand” message.
2) After receiving the Request On-hand Message:
i. Recheck information in AHL and OHD files before delivering the
baggage to the station.
ii. Check the flight schedule to set up a fastest delivery plan.
3) Put “Rush Tag” on the baggage. It is noted that the old tag on the
baggage must not be torn and needs to be stabled if any.
4) After delivering the baggage, it is needed to send “Forward Onhand”
Message to requested station. It is necessary to advise all available
information and copy this message to stations on the itinerary of the
baggage. This message will automatically make OHD file close.
b) Delivering to passenger: BAV is not responsible for delivering OHD
baggage which was left at airport to passenger. Passenger has to pick up
his/her on-hand baggage themselves upon showing his/her identity proof.
c) Delivering to the carrier:
1) For on-hand baggage at Vietnam’s stations: if the baggage has not been
picked up after 5 days: it shall be given to BAV Supervisor and stored at
the office of declared station.
2) For on-hand baggage at outbound stations: if the baggage has not been
picked up after 5 days: BAV Station Manager requests GSP staff to
deliver the on-hand baggage to departure airport.
On-hand Baggage file Closure
On-hand baggage file is considered to be fully settled if it is closed. OHD file
is closed in either situations:

3.7-21
CHAPTER 3
Revision : 00
ASM
a) The On-hand Baggage is delivered to passenger address or requesting
station.
b) The On-hand Baggage is liquidated.
c) It is needed to update all necessary information when closing file.
Settlement of Stored On-hand Baggage
On-hand baggage needs to be stored at least 03 months. On-hand Baggage
liquidation has to follow current regulations.
Bag switch
Definition
a) Bag switch: baggage that is accidentally taken out of baggage claim area
by passenger other than one’s name printed in baggage tag.
b) Returned switched bag: baggage is returned to carrier or its owner.
c) Missing switched bag: baggage switched is not returned to carrier or its
owner.
d) Damaged switched bag: is returned switched bag, but its container and/or
contents is declared to be damaged.
e) Pilfered switched bag: is returned switched bag, but some items insides is
declared to be lost/pilfered.
Returned switched bag
Receiving and checking switched bag
a) When appearing a report about bag switch, the division receiving
information must check with the concerned division (flight number, baggage
tag, passenger name…) and instruct passenger to return that baggage.
b) In case passenger is unable to or refuse to delivery back to BAV, the
division receiving information inform nearest BAV Ticketing Offices or
Stations to arrange taking the switched back.
c) Upon receiving switched bag from passenger, handling division takes
responsibility to check returned switched bag, including weight, container
condition, seal … This information must be stated clearly in “switched bag
delivery report”.
d) Switched bag delivery report must be raised by GSP, BAV Supervisor or
Ticketing offices and signed by passenger and BAV Supervisor.
Irregular baggage file creation
After receiving switched bag, handling division takes responsibility to check if
concerned file (AHL, OHD, DPR) has been created in WT system. If not,
handling division must create concerned file, update necessary information.
Delivery switched bag to passenger
Handling division contact possible passengers and delivery to the owner under
BAV’s expenses.

3.7-22
CHAPTER 3
Revision : 00
ASM
Returned switched bag settlement
a) Delivery switched bag to passenger
1) After receiving returned switched bag, handling division contact baggage
owner to deliver to passenger.
2) Upon receiving switched baggage, delivery report must be raised and
signed by handling division and passenger. Baggage condition must be
stated clearly in the report.
3) Upon delivery to passenger, handling division reminds passengers to
check his baggage condition. Only baggage claim made upon delivery is
considered to be settled.
4) Handling division close file in accordance with current regulations.
b) Store switched baggage storage
Switched bag returned to BAV but is not claimed by any passenger or
BAV could not locate the real owner, it shall be stored in accordance to
applicable regulation.
c) Document filing
Station Managers are responsible for filing irregular baggage and claim
documents in accordance with BAV’s regulation
Missing switched baggage
Handling division settles in accordance with missing baggage claim
regulations (article 3.7.3)
Damaged switched baggage
a) Only claim made upon delivery is considered to be settled (container and
content damage)
b) In case appearing a baggage claim when passenger receiving switched
bag from the carrier, handling division settle the claim in accordance with
baggage damage regulations.
c) In case, passenger taking wrong bag makes a claim when return the wrong
bag to the carrier and take his baggage back (from the carrier or from the
other passenger), handling division implement the following procedures:
1) Check the baggage condition (weight, baggage condition, container, seal
lock…). Check if baggage is tagged limited release.
2) Passenger must prove the damage is under BAV’s liability or due to
BAV’s mishandling. In this case, handling division shall repair, replace or
compensate baggage in accordance with BAV regulation.
3) For the damage not belong to BAV’s liability or due to BAV’s mishandling,
handling division explain to passenger and refuse to compensate.
Pilfered switched bag
a) Only pilfered claim upon delivery is considered to be settled.

3.7-23
CHAPTER 3
Revision : 00
ASM
b) In case pilfered bag claim made when it is returned from other passenger
or the carrier, handling division settle in accordance with pilferage
regulations.
c) In case, passenger taking wrong bag, make a claim when return the wrong
bag to the carrier and take his baggage back (from the carrier or from the
other passenger), handling division implement the following procedures:
1) Check the baggage condition, especially the inside content of the
baggage (mixing, wet due to outside condition, damage… )
2) Compare baggage weight at delivery and weight specified in baggage
tag (or check in system)
3) Passenger must prove baggage pilferage is belong to BAV’s liability or
due to BAV’s mishandling. In this case, handling division repair, replace
or compensate baggage in accordance with BAV regulation.
4) For the pilferage is not under BAV’s liability or due to BAV’s mishandling,
handling division explain to passenger and refuse to compensate.
Irregular cabin baggage
Compensation for cabin baggage and belongings regulation
a) Mishandling claim file includes the following documents
1) Claim letter signed by passenger or the person authorized by passenger
2) Receipt of service charge (laundry charge, repair baggage…)
3) Ticket (original or copy) or itinerary (in case of e ticket)
4) Irregular Report mentioning the damage status of the baggage signed by
Cabin Manager.
5) Passenger manifest.
Remark: documents under articles 1, 2, 3 shall be provided by passenger
or passenger‘s authorized inherit person.
b) Some remarks when processing a claim for cabin baggage and
passenger’s belongings
1) If cabin baggage or passenger’s belongings is lost or damaged due to
BAV’s careless, compensation payment is made according to actual
damage but not exceeding BAV’s liability for that passenger.
2) If passenger‘s clothes or belongings is lost or damaged, compensation
payment is made according to services charge (laundry, repairing…) or
actual value of item before damage but limited to BAV’s liability to that
case.
3) For international flight where Warsaw Convention 1929 amended by
Protocol 1955 applies, if damage to both cabin baggage and belongings,
compensation is paid according to the actual damage but not exceeding
400 USD/passenger.
4) For domestic flights (where Vietnam aviation Law applies) and flight to or
from an EC country (where EC regulation 785/2004 dated 21/4/2004
applies): if various damage incurred to passenger’s baggage (checked

3.7-24
CHAPTER 3
Revision : 00
ASM
baggage, cabin baggage and belongings), compensation is paid
according to the actual value but limited to 1288 SDR per passenger.
5) In case damage of cabin baggage which is rejected at gate due to
overweight or oversize and must be loaded together with checked
baggage, compensation is made as it is for checked baggage. For the
international flights where Warsaw Convention 1929 amended by
Protocol Hague 1955 applies, the total weight to calculate the limits of
liability of the baggage is not exceeding the weight allowance for cabin
baggage.
Missing cabin baggage
BAV’s liability
a) Passengers keep their own cabin baggage and belongings during the
journey. BAV shall not compensate for any missing of passenger’s cabin
baggage and belonging but BAV still support passenger in tracing missing
cabin baggage and belongings.
b) BAV is only responsible for the damage of cabin baggage and passenger’s
belongings in 2 cases:
1) Due to aircraft’s accidence
2) Due to careless of cabin crew or any reasons can be attributed to
aircraft’s equipment. .
Handling procedure
a) It is needed to request following information from passenger when
passenger claims for missing cabin baggage:
1) Passenger name
2) Flight number and sector
3) Seat number
4) Description of missing baggage
5) Passenger’s next segment
6) Passenger’s address
b) Message including all mentioned above information needs to be sent to
related airport and it is requested to check On-hand cabin baggage stock.
c) If the missing baggage is found, it is needed to inform passenger to pick up
the baggage. BAV has no responsibility of delivering the baggage to the
passenger.
d) If the missing baggage is not found, it is also needed to notify passenger
and show the sympathy with passenger.
e) Compensation shall be made in accordance with article 3.7.8.1 of this
regulations.

3.7-25
CHAPTER 3
Revision : 00
ASM
Handling procedures when cabin baggage is damaged due to BAV
staff’s careless or caused by equipments in the aircraft.
a) When passenger’s clothes, belongings are damaged due to BAV staff’s
careless, handling according to Cabin crew Division’s current procedures.
b) In case cabin baggage’s damage due to BAV’s staff or aircraft’s equipment,
Cabin Manager of the flight shall raise an irregular report, mentioning
carefully the damage status. At the destination airport, Cabin Manager shall
direct passenger to the BAV Supervisor for further claim handling. The
Cabin Manager has the responsibility to brief the case and give the original
of irregular report to BAV Supervisor for dealing with passenger.
c) After receiving the irregular report and being brief about the case, BAV
Supervisor at the destination airport shall be responsible for handling the
passenger‘s claim and make compensation in accordance with article
3.7.8.1 of this regulations
Found property
Definition
Any personal items or articles which are not checked baggage found
unclaimed at BAV control area or on board airplane. Definition of BAV control
area is divided into two areas:
An open area which BAV personnel or employee is performing his/ her daily
duties and its surrounding areas. These areas include:
a) Check-in Counter
b) Ticketing or Reservation Counter
c) Departure Lounge
d) Boarding Gate
e) Arrival Hall
f) Aircraft Parking Bay
A closed area, which under BAV authority and only BAV personnel or its
authorised agent can access through it to perform his/ her daily duties. These
areas include:
a) On board airplane or cabin
b) Business Lounge
c) Transit Lounge
d) Other BAV administration and operation offices
In World Tracer Management system, it is defined as unchecked items or
articles that have been left unclaimed in places such as at gate areas, ticket
counters or on an airplane.
Category Items
Found items are categorised as follows:

3.7-26
CHAPTER 3
Revision : 00
ASM
Table 3.6- Found Items Category
Category Description
Valuable Currency, traveller cheques, gold jewellery.
Semi Valuable Camera, radio, watch, calculator, antiques, etc.
Non Valuable Books, clothing, bags, cigarettes, perfumes, liquor,
posters, pen, etc.
Perishable Foodstuff, fruits, chocolates, etc.
Prohibited or Dangerous weapons, firearms and other items, which
Restricted Items are forbidden to be imported, medicine and prescribed
and Medicine drugs.
Handover of Found Property

a) Any unclaimed items or articles found in BAV controlled area shall be
handed over to Lost & Found Section (GSP) or BAV office (at station) where
it was found, for safe keeping.
b) Items found in non-BAV control area either by passenger or any other third
party, in the event of being referred to BAV staff that shall in turn refer to
airport authority.
Handover of Unclaimed Items or Articles Found on Board Aircraft
a) Any unclaimed items or articles found in BAV aircraft shall be handed over
to BAV office (in station) where it was found, for safe keeping.
b) Those items or articles, which are found by Cabin Crew, Security or other
BAV personnel on an aircraft, they are required to handover it to Gate staff.
c) Gate Staff shall complete a standard Acknowledgement Receipt of Found
Property form and shall be issued in triplicate:
1) First Copy (Original) – BAV Supervisor’s copy
2) Second Copy – Receiver’s copy (Gate staff)
3) Third Copy – Founder’s copy
d) Gate staff who in turn will pass the item to BAV Supervisor not later than 3
hours from ATA or immediately if requested (in case passenger waiting at
arrival hall).
e) In acceptance of Found Property from Gate Staff, Lost & Found staff on
duty who accepts the items or articles shall complete Acknowledgement
Receipt of Found Property form with World Tracer file reference number,
which has been registered in system for system wide reference.
f) When a GSP staff is approached by a passenger for handing over and safe-
keeping of items found in cabin or other GSP control areas, in particular, at
transit hall, passenger should be attended to and please do not refer him/
her to another GSP staff. Handover process should be completed and item
handed over to Lost & Found Section for their follow-up action.

3.7-27
CHAPTER 3
Revision : 00
ASM
g) Acknowledgement Receipt of Found Property shall be made available at
boarding gate for Gate staff to issue to staff who handover the items or
articles before surrendering to BAV Supervisor.
h) Forms shall be also made available on board so that crew will also be able
to fill up while waiting for ground staff to pick up the item.
Acceptance of Found Property
a) In acceptance of Found Property by BAV Supervisor, staff on duty who
accept the item or article shall complete Acknowledgement Receipt of
Found Property form in duplicate (one copy for staff who handed over the
item or article). Details to be completed:
1) Reference number (from auto-generated World Tracer reference no.)
2) Staff name, staff number, time and date that complete the form.
b) Filing the form according to date sequence and shall be kept for 6 months
prior to disposal.
c) All following details pertaining to Found Property shall be transferred into
Found Property record book (by year). Purpose of this record is for easy
retrieval and statistical.
d) Each item will be tagged with a “Found Property Tag”. Valuable items or
currency shall be kept in safety box under responsibility of Station Manager
and non-valuable items shall be kept in a specific area for easy retrieval.
Related information will be entered Worldtracer System.
e) World Tracer System allows each station file On-hand cabin baggage’s
information up to 90 days since the entry date.
f) If found item has high value, message needs to be sent to related stations.
g) On-hand cabin baggage will be kept at the station within 3 months, and
then be liquidated according to current regulation
h) Delivery: If On-hand cabin baggage is requested, the item will be delivered
as missing baggage. If it is a worthy item, it should be sent in security box
or delivered to BAV Supervisor to delivery to Cabin Manager.
Delayed/ damaged/ lost Special baggage
General regulation
a) The special baggage is mentioned in this article is special baggage
category as specified in section 3.4.
b) The settlement of complaints and compensations about irregular special
baggage shall be handled as ordinary baggage. However, BAV Supervisor
and GSP’s staff give priority to handling and solving some below types of
special baggage.
The mobility aids and assistive devices
The definition of passenger’s mobility aids and assistive devices is specified
in article 3.4.6. These are necessary equipment for normal activities of
disabled passengers. Therefore, after accepting carriage as checked

3.7-28
CHAPTER 3
Revision : 00
ASM
baggage, staffs must carry out labeling, checking package, loading as follow
the manual to avoid damage, loss or mishandling baggages. However, if the
type of baggage is irregulary, ground staffs must handle the following tasks:
a) Apology to passengers
b) Arrange a staff to assistant passengers during waiting time at the airport
c) Report to BAV Supervisor at the airport to arrange replacement equipment
(if any) for passengers to ensure that passengers can move the airport to
the place of stay.
d) Create file quickly, collect documents related and resolve
passengers’complaints.
e) Depending on the detail circumstances (late, lost, or damaged), staffs shall
solve each case as normal cabin or checked baggages.

3.7-29
CHAPTER 3
Revision : 00
ASM
INTENTIONAL BLANK PAGE

AP-1
APPENDIX Issue : 03
Revision : 01
FORM & LABEL 01 Oct 2022
ASM
1 . List of forms:
Seq Form name Form no. Iss no. Rev no. Rev date
1. Special Information To
Cabin Crew
GRH F002 1 0 20/11/2018
Thông tin đặc biệt gửi tiếp
viên
2. Declaration of Indemnity
Giấy thỏa thuận trách GRH F003 2 0 01/04/2019
nhiệm
3. Certification of flight
delayed/cancelled
GRH F005 1 0 20/11/2018
Giấy xác nhận chuyến bay
trễ/hủy
4. List of Compensation
Danh sách hành khách GRH F006 1 0 20/11/2018
được bồi thường
5. Passenger's Health
Irregularity Report
Biên bản bất thường về tình GRH F007 1 0 20/11/2018
trạng sức khỏe của hành
khách
6. Not permitted to land (NTL)

transportation form
Phiếu yêu cần vận chuyển GRH F009 2 0 01/06/2019
người bị trục xuất và phạm
nhân
7. Baggage/ Found Property

Acknowledgement Form
GRH F013 1 1 01/02/2022
Mẫu chuyển trả tài sản bỏ
quên
8. Found Property Register

Mẫu theo dõi, thống kê tài GRH F014 1 0 20/11/2018
sản bỏ quên
9. Property Irregularity Report

GRH F020 1 0 20/11/2018
(PIR)

AP-2
APPENDIX Issue : 03
Revision : 01
ASM
Seq Form name Form no. Iss no. Rev no. Rev date
Biên bản hành lý bất
thường
Comail Comat handover
10.
form
GRH F022 1 0 22/01/2019
Biểu mẫu giao nhận hàng
hóa thư tin nội bộ
11. Flight document list
Danh sách hồ sơ chuyến GRH F023 1 0 20/11/2018
bay
12. Live animal acceptance

checklist for animals
travelling in cabin and
GRH F044 1 0 01/07/2022
checked baggage
Checklist chấp nhận động
vật cảnh (PETC & AVIH)
Inflight meal service form
13.
Phiếu xác nhận dịch vụ suất GRH F047 1 0 01/10/2022
ăn trên máy bay
General information of
14.
inflight meal service
Tổng hợp thông tin khách
GRH F048 1 0 01/10/2022
không sử dụng suất ăn theo
đúng tiêu chuẩn khoang
dịch vụ

AP-3
APPENDIX Issue : 03
Revision : 01
ASM
NO Tag/ label Sample
1. Auto baggage tag
2. Limited release
3. VIP tag
4. BUSINESS class
bag tag

AP-4
APPENDIX Issue : 03
Revision : 01
ASM
5. CREW tag
6. PRIORITY tag
7. MAAS label
8. MAAS tag
9. GROUP tag

AP-5
APPENDIX Issue : 03
Revision : 01
ASM
10. UM tag
11. Fragile label
12. Fragile tag
13. Heavy tag
14. Rush tag

AP-6
APPENDIX Issue : 03
Revision : 01
ASM
15. Name Identification

label
16. Name Identification

tag
17. Hot connection tag
18. DRY ICE tag
19. Last minute tag

AP-7
APPENDIX Issue : 03
Revision : 01
ASM
20. Transit label
21. Cabin baggage tag
22. EMPTY label

AP-8
APPENDIX Issue : 03
Revision : 01
ASM
23. LIVE ANIMALS label
THIS SIDE UP label
24. WHEELCHAIR label
25. Manual baggage tag

AP-9
APPENDIX Issue : 03
Revision : 00
FORM & LABEL 20 Nov 2021
ASM

AP-10
APPENDIX Issue : 03
Revision : 00
ASM

AP-11
APPENDIX Issue : 03
Revision : 00
ASM
3. Distribution process
To the new station, Ground Services Department controlled forms shall be distributed to
the station at least seven (07) days before launching date.
Request for distribution

Station Head
Company stocking check

GO HDQ Office
Liaise with
Raise PR for printing Purchasing Dept &
Stock available? No
GO HDQ Office vendor for print job
GO HDQ Office
Yes
Distribution of forms
GO HDQ Office
Receive forms
Station Head
Check forms if Email to confirm of

File confirm email
matching to request receive
GO HDQ Office
Station Head Station Head

Asm Iss03 R01 18nov22 Eng

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CÔNG TY CỔ PHẦN HÀNG KHÔNG TRE VIỆT

AIRPORT SERVICE MANUAL

Manual Code: BAV-ASM

This manual is uncontrolled copy when printed

This manual is uncontrolled copy when printed

TABLE OF CONTENTS ............................................................... 0.1-1

PASSENGER DEPARTURE ........................................................ 2.1-1

GENERAL CONDITIONS OF CARRIAGE ................................... 3.1-1

This manual is uncontrolled copy when printed

This manual is uncontrolled copy when printed

This manual is uncontrolled copy when printed

This manual is uncontrolled copy when printed

LIST OF TEMPORARY PAGES

Prepared by GO Reviewed by SQA APPROVED BY

This manual is uncontrolled copy when printed

LIST OF NORMAL REVISIONS

This manual is uncontrolled copy when printed

LIST OF TEMPORARY REVISIONS

This manual is uncontrolled copy when printed

LIST OF SIGNIFICANT CHANGES

Section/Items List of significant changes

2.1.1.1 Revision of content of the requirements to be displayed at the

2.1.1.3 Revision of content of preparation requirements at the check-in

2.1.2.3 Revision of content of the requirements for opening and closing

2.1.2.8 Revision of content of Check-in Types

2.1.2.10 Revision of content about the number of passengers traveling with

2.1.4 Revision of content about List of Dangerous items prohibited in

2.1.5 Change of title and revision of content about Documents Required

2.1.6.2 – 2.1.6.4 Numbering revision

2.1.6.5 Add the content about Jumpseat handling procedure

2.1.7.3 Revision of content of Check-in Process Summary

2.1.12 Revision of content of Passenger Boarding

2.2.2 Add the content about Disposal of Printed Documents

2.2.5 Revision of content of the assessment of Passenger Suitability for

This manual is uncontrolled copy when printed

2.2.8 Revision of content about List of Dangerous items prohibited in

2.3.3.2.1 Revision of content about the order of disembarking passengers

2.3.4.2.3 Revision of content about International identical online transfer

2.4.1.4 Revision of content about Escort general requirement

2.4.2 Change of title and revision of content about Passengers with

2.4.2.3 Numbering revision and Revision of content about the maximum

2.4.2.4 – 2.4.2.6 Numbering revision

2.4.3 Numbering revision and Revision of content about informing

2.4.4 Numbering revision

2.4.5.1 Numbering revision and Revision of content about General

2.4.5.5 Add the content of Requirements of Advance Notification of

2.4.5.6 Revision of content of Assigning seat numbers to MEDA

2.4.5.7 Add the content of Handling of PWDs not Requiring Medical

2.4.6 Numbering revision

2.4.6.1 Revision of content of Definition of Infant and Children.

2.4.6.2 Revision of content of Conditions of acceptance of Infant (INF),

2.4.7 Numbering revision

This manual is uncontrolled copy when printed

2.4.8 Numbering revision and add the content of Passenger requiring

2.4.9 – 2.4.12 Numbering revision

2.5.1.1 Revision of content of Category of VIPB, VIPC, VIPD passengers

2.5.1.4 Revision of content of Service Standards of VIPB, VIPC, VIPD,

2.5.1.5 Revision of content of Handling procedure of VIP, CIP passengers

2.5.2.2 Revision of content of Member Privileges of Bamboo Club

2.5.3.2 Revision of content of Business Class passenger Handling

2.6.3.2 – 2.6.3.4 Adding referenced content from the ASP document