A. MOST IMPORTANT NOTES

• Bring your passport to check-in
• Show up at the check-in counter at least 30 minutes before departure time
• Luggage allowance: 7kgs/ passenger (not applicable for infant). Excess luggage will be on standby
  and an extra charge will be applied. See section C. LUGGAGE for additional information.

Check-in locations:

•  Noi Bai Airport: Counter 109, Domestic Hall E, Terminal 1, Noi Bai Airport. Vietnamese: Quầy 109,
  Sảnh nội địa E, Nhà ga số 1, Sân bay Nội Bài
• Ha Long: Villa T7, Tuan Chau Marina, Halong City. Vietnamese: Villa T7, khu đô thị thương mại Tuần Châu, Hạ Long.

B. REQUIRED PASSENGER INFORMATION

Upon making a reservation, HAA requires each passenger to provide the following information:

• Full name(s) on passport.
• Nationality.
• Date of birth.
• Passport number and expiry date.
• Passenger weight and luggage weight.
• Pick-up/Drop off Information (Time & Address) (if any).
• Guest Destination (Hotel/Cruise) (if any).
• Guest contact mobile phone for emergency.
• Booker or tour guide name and mobile phone for emergency (if any).
• Connecting flight information (if any).
• Any special requests and/or valuable information regarding your personal needs (if any).

C. LUGGAGE

1. Luggage allowance
Luggage allowance (per person): 7kg. This luggage allowance includes both checked and carry-on luggage. Each bag should not exceed the following dimension: H 56cm x W 36cm x D 23cm.
2. Additional luggage
Excess luggage will be on standby. The excess baggage charge is VND 100,000/ kg. Bag weight should
not exceed 25kg each.
3. Baggage storage fees
We can help arrange luggage storage for you at Noi Bai Airport’s facility. Fees (paid by customers)
are charged as below:

Storage location: Floor 2, Terminal 2, Noi Bai Airport
Working hours: 6:30 AM – 11:00 PM.

E. DELAYS AND CANCELLATIONS

This section explains the common causes of delays and cancellations and our solutions offered to
guests in these events happen.
Nobody loves to fly more than we do, but there are certain instances in which our operations may be
temporarily halted for safety reasons. Adverse weather conditions such as high winds or limited
visibility can at times affect flights.

Sometimes, there are other extra-ordinary circumstances including
air traffic congestions, aircraft unserviceability, technical issues, etc. that may cause us to delay,
cancel or re-route our flights for safety reasons. While we’ll always do whatever is within our
power to assist our passengers, we cannot be held responsible for losses resulting from the
delay or cancellation of flights.
The most common cause of flight delays and cancellations is due to unfavorable weather
conditions. And here is why.
In Northern Vietnam, our landscape is awe-inspiringly beautiful under bright sunny skies. It can also
be rainy, windy, foggy or in some instances, a combination of all of the above.
The safety and comfort of our guests is our number one priority.

Our seaplane pilots fly by visual reference, which means that they have to be able to see where they’re going. For this reason, our experienced pilots and ground operations teams have a constant eye on the sky. If the weather conditions are not optimal, it may cause us to delay, cancel or re-route our flights for safety reasons.

At HAA, if we can’t get you to your destination in times of unfavorable weather conditions, we will offer you alternative transportation in order to help you get to your destination safely.
As a reference, below is the typical weather situation in Northern Vietnam by month and estimates of the probability of flight cancellation:

We are frequently asked by our customers:
“The weather is ok at my departure point – why is the flight cancelled?”
The weather patterns in Northern Vietnam can produce great differences in conditions only a few miles apart. It may be that the flight route has weather conditions below our company limits.
Conditions can also change very, very quickly. So, you may have reasonable weather above your head but don’t forget we cover some 220 km per hour at around 300 km per hour on our tour and the weather just a couple of miles away may not be suitable. Occasionally, the weather at our departure point is unfavorable but just a couple of miles away there is unlimited visibility and clear blue skies.
We will attempt to keep you informed at least 2 hours prior to the departure time if the flight is
canceled.
This is to allow you to have enough time to arrange land transportation to reach your destination on time. However, as the weather status may change unexpectedly or other extraordinary circumstances may occur last minute, there will be times when a flight is cancelled within 2 hours prior to the flight time.