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Vietnam Airlines’ Customer Privacy Policy


This Privacy Policy discloses how Vietnam Airlines Company Limited (hereinafter referred to as “Vietnam Airlines”, “we” or “us”) collects, stores and handles the personal information or data (hereinafter referred to as “Personal information”) of its Customer (hereinafter referred to as “Customer” or “you”) through website of Vietnam Airlines www.vietnamairlines.com.

We are committed to protecting your personal information and will use our best endeavours and take all reasonable measures to ensure that the information you provide for us while using this website will be remained confidential and protected from unauthorised access but Vietnam Airlines does not warrant against all unauthorised accesses. In case that the unauthorised access is beyond our control, Vietnam Airlines will not be liable for any claims, disputes or losses arised out or in connection with that unauthorised access by any means.

You are encouraged to know all your rights about using Vietnam Airlines’ services provided on this website. 

Vietnam Airlines hereby makes the following statement in accordance with the Vietnamese regulations on e-commerce which includes the methods we use for protecting the personal information of our Customer.

1. Purposes of Personal information collection

Vietnam Airlines collects personal information of Customer for one or more following purposes:

a. To process and administer the reservation and issuance tickets for Customer (including booking online);

b. To process and administer the use of our cargo services;

c. To process and administer the marketing activities, the provision of promotion program to Customer such as sending you updates on latest promotion and offer in connection with our products and services;

d. To provide the upgrade travel option and service changes for Customer;

e. To manage, analyse and evaluate data on flight frequency of our Frequent Flyer Program’s member to develop the appropiate fare policy and Customer service policy;

f. To receive information, comments, suggestions, claims of Customer to improve the Customer service quality of Vietnam Airlines;

g. To contact Customer regarding your enquiries;

h. To ensure the aviation security and saftety as well as to enhance the safety of  online payment transactions.

2. Categories of collected information

The types of Personal information which Vietnam Airlines collects may include:

a. Your Personal information such as name, gender, date of birth, passport or other personally identifiable number (date of issuance, place of issuance); nationality, language;

b. Your contact information such as telephone number, mailing address, email address, fax number;

c. Your credit or debit card such as name of cardholder, card number, expiry date;

d. Your business information such as company name, company address, business title;

e. Other information for our Frequent Flyer Program such as home address, mobile number, private email address, hobbies, preferences and information related to Customer’s special needs;

The aforementioned Personal Information are required for specific services, Customer has right to refuse or not to provide sufficient information required. In such circumstance, Vietnam Airlines may be unable to deliver you the services in full quality.

Vietnam Airlines needs your assistance to ensure that the Personal information is complete and accurate. So that please inform us of any changes of your Personal information by contacting us by means disclosed on our website.

3. Methods of Personal information collection 

Vietnam Airlines collects the Personal information referred in Point 2 via our website through our booking online services, e-newsletter program and Frequent Flyer Program.

4. Time for Personal information retention

Vietnam Airlines will retain all Personal information collected from Customer on our internal system in the period of services provision or as long as fulfilling the purposes which it was collected or until the Personal information are required to be deleted by Customer.

5. Disclosure of collected Personal information

Vietnam Airlines may disclose the Personal information with and to third parties, such as our travel agents, service providers or travel-related businesses for the purpose of providing the best services to Customer.

Vietnam Airlines will use its best endeavours to ensure that its employees, officers, agents, consultants or such other third parties mentioned above who are involved in the collection, processing and disclosure of Personal information will observe and adhere this Privacy Policy.

Besides, Vietnam Airlines may disclose your Personal information to competent authorities, law agencies and government for security, customs, immigration and other purposes provided in law to the extent required by such bodies or by law.

6. Customer’s rights to his/her Personal information

Any Customer who voluntarily provides Vietnam Airlines with his/her Personal information is entitled to the following rights:

a. Request to review the Personal information;

b. Request a copy of the Personal information;

c. Request to correct or supplement the Personal information (with Customers receiving e-newsletter and members of Frequent Flyer Program, Customer may correct or supplement his/her Personal information by signing his/her account on Vietnam Airlines’ website);

d. Request to stop collecting Personal information;

e. Request to delete the Personal information collected.

Customer can exercise any of the aforementioned rights by signing your account on Vietnam Airlines’ website or contact us via email or address disclosed on our website.

If Customer provides incorrect or incomplete Personal information which prevents us from verifying your identity, we might be unable to uphold your above privacy rights.

7. Use of Cookies on Vietnam Airlines’ website

Cookies is only used by Vietnam Airlines for the purpose of remaining and storing the Language and Location in your last access for the next access.

8. Updates to Privacy Policy and language

Vietnam Airlines will amend this Privacy Policy from time to time if necessary, the updated version will be posted on our website and date stamped so that you can aware of when the Privacy Policy was last updated.

Subject to applicable laws, the prevailing language of this Privacy Policy will be Vietnamese. In the event of any inconsistency in interpretation between the Vietnamese version and any other languages, this Privacy Policy statement in Vietnamese will prevail.

This Privacy Policy is updated to date of 11 November 2013.