A. General conditions

1. Golden Lotus Plus (referred to hereinafter as GLP) is a frequent flyer program offered by Vietnam Airlines. This reward program offers all Vietnam Airlines customers (its loyal passengers) many benefits such as award tickets and privileged services.
2. GLP is managed and operated by the GLP Center, which is a part of Vietnam Airlines.
3. These terms and conditions govern all relationship between GLP and its Members.
4. These terms and conditions are subject to change at any time with (or without) prior notice by the GLP Center in its absolute discretion.
5. The GLP Center may in its absolute discretion modify GLP structure and benefits at any given time with (or without) prior notice.
6. The GLP Center may in its absolute discretion suspend or terminate GLP as a whole or partially at any time with (or without) prior notice,
7. The Terms and Conditions should be well considered and accepted by Members, Members are compelled to adhere to all these terms and conditions.
8. In these terms and conditions:
• Member means an individual person who has submitted the application for GLP membership that has been accepted by the GLP Center.
• Miles are the unit of measurement used by GLP, Miles to be credited to a Member’s account are based on the consumption of goods and services supplied by Vietnam Airlines and program partners.

• Program Partner means providers of goods or services who are parties to a GLP participation agreement with Vietnam Airlines.

• Eligible booking classes for earning miles including Business classes (C, D, J),  Economy Deluxe classes (I, Z) and Economy classes (Y, K, W, S, B, H, L, T, M).
  
• Eligible flights are those of Vietnam Airlines or any other airlines in the SkyTeam with paid ticket of eligible booking classes for crediting miles All details concerning eligible flights are outlined in “Earning Mile when flying with Vietnam Airlines” of the Membership Guide.
• Qualifying Miles mean miles awarded for traveling on Vietnam Airlines or any airlines in the SkyTeam eligible flights within 12 months period. Qualifying Miles are the unit measurement for GLP membership status and awards.
• Bonus Miles mean miles awarded during promotion campaigns of Vietnam Airlines or in some other special circumstances. Bonus miles are used for the purpose of award redemptions only.
• Award means specified goods or services to be provided by Vietnam Airlines or a program partner in redemption of miles accumulated in member’s account.
• Qualifying period: A Period of 12 consecutive months counting from the month the member was accepted to join the program.
9. The GLP Center reserves the right to deny providing awards, withdraw, or abort an Award already granted in case of misconduct, fraud, misuse of awards or failure to comply with GLP Terms and Conditions, Vietnam Airlines’ regulations or any related regulations.
10. The GLP Center and/or Vietnam Airlines and/or program partners will not be legally liable for any loss of Miles, Awards or privileged services resulting from, or in connection with, the revision of these terms and conditions or the termination of GLP.
11. The GLP Center may in its absolute discretion revoke membership in case of violation of GLP terms and conditions.
12. Violations of GLP terms and conditions include:
• Misconduct, fraud, misuse of awards or appliance which are provided to Member by GLP;
• Having committed acts that are against GLP, Vietnam Airlines, or program partners;
• Having committed acts that outrage or assault airline staff;
• Having committed acts that threaten airlines security;
• Other acts which are recognized by GLP Center as violation of GLP terms and conditions.
13. The GLP Center and/or Vietnam Airlines will not be legally liable for any loss of Miles, Awards or privileged services resulting from, or in connection with missing mails or GLP material by post.
14. All Members’ complaints, claims for compensation relating to GLP will be resolved by the GLP Center. In any case, decisions made by the GLP Center shall be final and should be respected by all Members.
15. The GLP Center and/or Vietnam Airlines will be dispensed from any liability or member’s claim for compensation in relation to GLP.
16. The GLP Center has the right to use members’s information to assist Vietnam Airlines or program partners in planning, marketing and facilitating communication with Members (without members’ consent) or where otherwise authorized by Members.
    
    B. Membership
    
17. GLP membership is open to any individual aged 2 or over who, regardless of nationality, has citizenship and mailing address in any region where GLP applies and is not prohibited by the law of his/her home country. However, for applicants under the age of 18, all information about his or her guardian needs to be stated.
    Individual membership is not available to corporations, firms, organizations or other legal entities.
18. An eligible person can join GLP by access the Website http://www.vietnamairlines.com and follow the instructions to register as a GLP member.
19. Once an online Application Form of a person has been accepted by GLP Center, he/she will become a Registered Member and receive a permanent membership number. Member should present this number whenever making reservation and checking-in for flights.
20. The GLP Center reserves the right to reject any ineligible “Application Form” or person applying for membership who does not meet the enrollment requirements.
21. Members are required to inform the GLP Center of all changes in the personal data in a written form as soon as possible or members can change by accessing to their accounts via Internet The GLP Center will not be responsible or liable for any loss of printed materials or awards sent to a member as a result of a member’s failure in notifying personal information changes.
22. Members will receive Membership Cards corresponding to their status. Each member will have only one permanent membership number when joining GLP program. Permanent membership cards are plastic cards with embossed member’s name and membership card number.
23. Each member may have only one membership account, in which all accumulated miles and award redemptions are recorded.
24. A member will be provided a confidential Personal Identification Number (PIN) by GLP Center. A PIN will be used as an individual password that protects member’s account from unauthorized access. Members must ensure that this number is not disclosed to any unauthorized parties. The PIN is required when Member informs GLP Center all changes of personal data and accessing to their accounts via Internet. The GLP Center shall not be liable for the consequences of any disclosure of the PIN by Member or unauthorized use of the PIN.
25. Membership status: A member will acquire Silver, Titanium, Gold or Platinum membership status depending on the number of qualifying miles credited to their membership account. Members will receive privileged services in accordance with their membership status.
    Except Silver membership cards (having timeless validity), Members will receive new membership cards after qualifying period one time. After that, if the members lose their cards or they can not receive their cards owing to the change in their address, the GLP Center will reissue membership card with the fee equivalent to 2,000 miles.
26. Member status is valid during qualifying periods of 12 months only (except Silver membership cards). Depending on the number of qualifying miles credited in member’s account within qualifying period, member recognition levels may be changed.
27. Membership and membership cards are not transferable or inheritable. In addition, membership and membership card can not be used as deposit.
28. Membership cards can be used by members only. Membership cards remain the property of Vietnam Airlines and must be returned upon request.
29. In case membership cards are lost or damaged, the member must notify the GLP Center in writing, fax or email immediately.
30. The GLP Center may, in its absolute discretion, terminate an individual’s membership in case of serious violation of GLP terms and conditions or upon the member’s death. Members may also terminate their membership by sending a written notification, At the time of termination, all outstanding Miles will be canceled.
    
    C. Miles earned
    
31. Registered members can only accumulate miles by flying on eligible flights with eligible booking classes of Vietnam Airlines and any airlines in the SkyTeam. All your flights made before joining the Program are not permitted to accumulate miles.
    Silver, Titanium, Gold and Platinum members are entitled to accumulate bonus miles by using services provided by Vietnam Airlines and/or consumption of goods or services supplied by GLP Program partners.
    Members are also offered opportunities to get bonus miles during promotion campaigns or other special occasions.
    However, if GLP member is also member of other loyalty program of GLP partners, this member is only allowed to credit miles to his/her account of one loyalty program for each flight.
32. Miles are also earned for eligible flights on basis of distance by mile. The actual miles earned with each non-air partner for relevant transactions are or will be outlined in GLP membership guide and may be amended from time to time by the GLP Center. Members are requested to find information on earning miles from GLP publications.
33. Miles are credited only to member’s account when the member travels on eligible flights or consumes goods or services provided by eligible GLP partners.
34. Miles can be earned only once per ticket, regardless of the number of seats purchased or occupied by member. Miles will not be awarded for unused or refunded tickets.
35. Miles are earned on the basis of the class of service booked and paid, regardless of the class of service actually used by members.
36. In order to earn miles, members have to indicate their membership card number at the time of reservation and show their membership card at the time of check-in for the flights or when purchasing Vietnam Airlines or GLP program partner’s products or services.
37. If the eligible flight is not operated for any reason, including, but not limited to, weather, mechanical irregularities, cancellations, or delay, and a member does not or can not board that flight. Miles will not be credited to such member’s account. If, however, a member may board another eligible flight, miles will be credited on the basis of such actual flight.
38. Miles accumulated in member’s account are valid until end of the member’s qualifying month (28, 29, 30 or 31), two years after the crediting date. After such a period, miles that had not been exchanged for awards will expire. Members can combine miles having different expiry dates to exchange for awards.
39. Miles can not be transferred, purchased, inherited or combined with miles earned by another member (except the cases when member buy miles from GLP or making gift of miles to other members written in Members buying and making gift of GLP miles).
40. Miles having been redeemed for an award will not be re-credited to member’s account even if the award is not used.
41. Miles required for child awards are as much as those for adults.
42. An Account Statement will be sent to Members periodically by the GLP Center. In case of any discrepancy between the number of miles earned and those recorded in Account Statement, Members should send supporting documents to GLP Center when requesting missing mile credits (such supporting documents include ticket copies or e-ticket number or original boarding pass and original paid invoices having members’ names from any other transaction).
    Missing miles must be claimed within 12 months from the flight date on Vietnam Airlines or 6 months from the date of the transaction with GLP program partners. Missing mile claims on airlines partners are varied according to agreement between VN and the partner ( Please see details on Eanring miles-when fly with airlines partners).
    
    D. Golden Lotus Plus award
    
43. GLP Awards include:
• Award ticket on Vietnam Airlines or airline partners;
• Upgrade award in which all itineraries in the air-ticket are on Vietnam Airlines (carrier code is VN);
• Excess baggage award on VN flights.
• Other services supplied by Vietnam Airlines or partners.
44. Awards are issued on the basis of deducting accumulated miles in member’s account.
45. For award tickets or upgrade award or Excess baggage award, the relevant mile’s requirements are based on the actual itinerary by mile. In case of non-air award, the number of miles required will be calculated for each specific service. Details are outlined in the GLP Membership Guide and may be amended by the GLP Center, Members are requested to find information on Miles redemption from GLP publications.
46. The cardholders of Silver status or above can request and redeem miles for awards. Pooling miles of more than one account for an award is not allowed. Only valid miles can be redeemed for award. The credited miles will be redeemed on first in first out (FIFO) basis.
47. Redemption Group: The Gold and Platinum Members may nominate up to 7 individuals in the redemption group nominees; nominees are eligible for awards upon the Members request. Members may change their redemption group one time in each calendar year, 3000 (three thousands) miles will be deducted in the Member’s Account for extra charge or addition.
48. To redeem for award, Members should make reservation, send online Award request or complete and sign an “Award Request Form”, then mail, fax or email it together with a copy of your Identity Card (ID)/Passport to the GLP Center, the nearest Vietnam Airlines Booking Office, or Vietnam Airlines’ overseas branch offices. We need to receive your Award Request prior to the departure at least 05 days (Apply to Platinum and Gold Members) and 07 days (Apply to Titanium and Silver Members). Members also indicate at which Vietnam Airlines’ booking office to pick up the award and mandatorily  write your valid email address in order to receive your Award Certificate or any information concerned.
49. The confirmation for Award Ticket and Upgrade Award must adhere to the current regulations and procedures on flight control and inventory management. Booking classes for Award Ticket and Upgrade Award are also available during high seasons notified in GLP materials.
50. After receiving the “Award Request Form”, the GLP Center will, based on capacity control and the number of accumulated miles in the member’s account, process this request. In case the award request is not accepted, the GLP Center will notify Members as soon as possible.
51. If the award request is accepted, The GLP Center will email to members the E-Award Certificate or any other relevant information. Members can see the award information on the website (Access to your account, click “Award Redemption”).
    
    Members present your E-Award Certificate Number together with your membership card and ID (or Passport) at the chosen booking office to receive your Award Ticket.
    
    Members may authorize another person to pick up the award. The authorized person must present his/her ID (or Passport) together with Authorization Form, E-Award Certificate Number and members’ ID (or Passport) and membership card to receive the Award Ticket.
    
    If members have not received information award three to seven days after the date of sending award request, please contact the GLP Center, the nearest Vietnam Airlines Booking Office, or Vietnam Airlines’ overseas branch offices for more information.
    
    If members wish to redeem for award of MobiFone bill deduction, this Award Request can not be canceled and to be deducted in next month’s MobiFone bill when your award is approved.
52. Segment restrictions applied to itinerary of award tickets and calculated miles for an award ticket:
• The Golden Lotus Plus award ticket can include one or multi segments.
• The award itinerary can be the single itinerary or the roundtrip itinerary.
• To redeem miles for a single itinerary, that has to meet the below required conditions: 
• Except the last destination, the is maximum one less than 24 hours stop (transit) if there is no direct flight on the same day.
• The origin, the transit, the last destination are not over 2 award zones
• Example of the single itinerary redeemed miles by the origin and last destination:
• HAN-CDG
• HAN-x/SGN-CDG
• To redeem miles for a round itinerary, that has to meet the below required condition: 
• The origin and the last destination are in the same country;
• Having maximum 4 segments;
• An award roundtrip itinerary is allowed maximum one transit - less than 24 hour stop and one stopover or 2 transits - less than 24 hour stops except the last destination;
• The origin, transit/stopover and the last destination belong to maximum 2 award zones;
• Not permit open jaw sector.
• Example a round trip redeemed miles by the origin and the last destination:
• HAN-CDG-HAN
• HAN-CDG-SGN-HAN
• HAN-X/SGN-CDG-FRA-HAN
• HAN-X/SGN-CDG-X/SGN-HAN
• HAN-CDG-AMS-X/BKK-SGN
• If the award itinerary covers over 2 zones, the redeemed miles will be the total redeemed miles for each single itinerary or/and round trip itinerary which meet fully the above regulations.
• Example for the itineraries which combined redemption miles as the total miles redeemed for the multi single itineraries or/and round trip itineraries.
• HAN-DAD-NHA-SGN: Separated into 3 single itineraries to redeem miles: HAN-DAD; DAD-NHA and NHA-SGN
• HAN-x/SGN-CDG-LON: Separated into 2 single itineraries to redeem miles: HAN-x/SGN-CDG and CDG-LON
• HAN-x/CDG-NYC: Separated into 2 single itineraries to redeem miles: HAN-CDG and CDG-NYC
• HAN-x/SGN-CDG-FRA-SGN-HAN: Separated into 2 itineraries to redeem miles : a round trip  and a single itinerary: HAN-x/SGN-CDG-FRA-SGN and SGN-HAN
• SGN-x/TPE-LAX-x/TPE-SGN: Separated into 2 round trip itineraries to redeem miles: SGN-TPE-SGN and TPE-LAX-TPE
• The redeemed miles for a single itinerary is equal a half of redeemed miles for a roundtrip itinerary which are stipulated on the award tables on Vietnam Airlines flights and SkyTeam Airlines.
  
53. If, award ticket itinerary contain flights of an airlines in the SkyTeam (SKT) or a combination of Vietnam Airlines flights and SKT flights,  miles required must be referred to SkyTeam award chart.
54. When traveling by award tickets on Vietnam Airlines operated flights, Gold and Platinum members can request one more free award ticket for an infant who is registered on redemption group list and travel along with Gold, Platinum members without redemption miles.
55. In case that the issued Voucher is expired, or member wishes to change the beneficiary, routing or class of travel, it can be reissued with the following conditions:
• The expired award voucher can be re-issued once if not exceed 30 days. In this case the redeemed miles for fee will follow the below levels:
• The award voucher is less than 50,000 miles: the redeemed miles for extent fee will be 3000.
• The award voucher is from 50,000 miles: the redeemed miles for extent fee will be 6000.
• For the issued valid award vouchers, members can request to change the details such as name change, itinerary change, class change. In this case the redeemed miles for change fee will follow the below levels:
• The old award voucher is less than 50,000 miles; the redeemed miles for change fee will be 3000.
• The old award voucher is from 50,000 miles, the redeemed miles for change fee will be 6000.
• If the redeemed miles of the new itinerary are higher than the redeemed miles of old one, the different miles will be redeemed from the member account.
• If the redeemed miles of the new itinerary are less than the redeemed miles of the old one, the different miles will not be refundable.
• For the issued valid award vouchers but not yet exchanged to award tickets, members can refund 50% of the redeemed miles on the award voucher. The left 50% miles considered refund fee.
56. Award tickets may be re-booked in its 12 validity months (except promotion award tickets, which vary according to each campaign). Award tickets will not be endorsed, rerouted, extended and/or upgraded to a higher class by paying extra money.
57. GLP members can get their paid taxes and fees when refunding the valid GLP award tickets without paying the refunding fee. In such cases, no redeemed mile can be refunded into members’ account.
58. Non-air partners’ Awards may be re-booked in its validity period and will not be endorsed, re-routable, refundable, validity extendible and upgraded to a higher class by paying extra money.
59. Upgrade award (in which all itineraries in the air-ticket are on Vietnam Airlines - carrier code is VN) will only be issued when enclosed with valid purchased ticket on economic class of service (having eligible booking class for Earning miles as regulated by the GLP program).
60. Award tickets cannot change the airline, itinerary or period of validity of the ticket, re-issue when lost, but the time and date of the flight can be changed free (Noted peak season restrictions).
    For the upgrade award tickets, members have to follow the restrictions of the paid correlative economy ticket. In case the paid economy ticket can be extended, the upgrade award ticket is allowed to extend free of charge corresponding the new valid period of the paid correlative economy ticket. In case the paid economy ticket can be changed the itinerary on Vietnam Airlines, the upgrade award ticket can be changed the itinerary corresponding to the paid economy ticket. If the redeemed miles of the new itinerary are higher than the redeemed miles of old one, the different miles will be redeemed from the member account. If the redeemed miles of the new itinerary are less than the redeemed miles of the old one, the different miles will not be refundable.
61. An award certificate will be valid for 45 days from the date of issue. Award tickets and companion award tickets will be valid for 1 year from the date of issuance.
62. The GLP Center shall not be liable for any loss of or damage to an issued award ticket.
63. GLP award can not be exchanged, transferred, inherited or misused.
64. GLP Members using award tickets are allowed to request special services available on VN flights according to VN current regulations applied to paid tickets. When using award tickets on airline partners, GLP members have to comply with their regulations applied to their members traveling by award tickets wishing to use special services.
65. Any taxes or duties arising out of or in connection with the receipt of GLP Award or benefits shall be responsibility of and borne by the beneficiary.
66. The GLP Center shall not accept any responsibility or liability in the event of non-availability, impossibility of reservation, or issuance of awards due to or in connection with the termination of partnership, the changing of flight schedule, the changing of GLP program partner’s regulations or any other reason beyond GLP Center control.
67. The GLP Center shall not be liable to any member for the refusal of granting awards and resolving members’ GLP accounts in case of detecting errors in crediting miles or trading the awards.
68. The GLP Center shall not be liable to any member in providing a part or full benefits of GLP program reserving for GLP members.