A mile claim was submitted; however, the additional miles have not been updated

If the username exceeds 25 characters (including spaces), you should contact the Lotusmiles Program for assistance:

You can perform the following steps:

1. Check your "Inbox" or "Spam" folder for an email sent from noreply.lotusmiles@info.vietnamairlines.com.

2. To reset your password, log in to your account and click "Forgot password". The system will send a password reset link to the email address you provided during registration.

3. Contact the Lotusmiles Program:

You can perform the following steps:

1. Accumulate enough qualifying miles or qualifying flights corresponding to the qualifying criteria of each card class during the qualifying period. 

2. Purchase miles and receive miles from promotional programs or when there is a separate notice from Vietnam Airlines. 

3. Receive card upgrade offers from partners of the Lotusmiles Program when using their service. 

4. Match the tier of your current card from another airline to a Lotusmiles card class. 

You can log in to your Lotusmiles account and access the "Calculate accrual miles" section to look up information.

You can obtain award tickets in the following ways:

1. Log in to your Lotusmiles account on the Vietnam Airlines website/app, visit "Account Information", "Get awards", then select "Get reward tickets".

2. Complete the request form using the Airline Reward Request or Other Reward Request form and email it to the Lotusmiles Program at:

• vip.lotusmiles@vietnamairlines.com (for Million Milers, Platinum, or Gold members): within 2 working days from the flight date.
• lotusmiles@vietnamairlines.com (for Titanium, Silver, or Registered members): within 3 working days from the flight date.
• Learn more about Using miles.

Additional miles will be credited to your account if the flight is eligible for mile accumulation:

1. After three days for flights operated by Vietnam Airlines and VN-numbered codeshare flights operated by other airlines;

2. Within 14 days for SkyTeam flights.

You can check the information about mile accumulation. Error messages will be displayed as soon as you enter data.

In the event that members require assistance, please contact:

1. Lotusmiles Contact Center

Members can use miles or cash to buy tickets for others, as long as the buyer and the flyer are both recorded in Vietnam Airlines' system.

Members should be aware of the following information:

1. Passenger name: Members should ensure that the passenger's name is correct and matches their travel documents.

2. Use miles in your account to book tickets for others: The miles will be deducted from your account.

3. Charges: Service costs may apply when purchasing tickets for someone else, particularly when exchanging or refunding tickets. Purchased miles/awarded tickets are non-refundable.

4. Fare rules: The terms and conditions for ticket refunds and exchanges will also apply.

Members are required to preserve their membership card numbers and notify VNA and its partners when using their products and services.

Lotusmiles members from Titan, Gold, Platinum members, and Million Milers can use award points in their accounts to redeem award tickets for others. Learn more about Redeeming miles for award tickets. 

You can perform the following steps:

1. Go to the Login page and select "Forgot Password".

2. Click on the card number, email address, or phone number option registered when joining the program, then select "Continue".

3. A password reset notification will be sent to the email address you provided when joining the program. Please click on the link in the notification and proceed to reset your new password. 

Members can update information in the following ways:

1. Log in to your Lotusmiles account and request to change your information under "My Profile". The request to change the phone number/email address will require confirmation with an OTP code sent to the phone number (in Vietnam) or email address (if in a foreign country); or

2. Members can submit an account update request from the registered email address to Lotusmiles with attachments of photos of their valid ID (both front and back pages of ID or passport) and the information requiring changes; or

3. Members can go to Vietnam Airlines' sales office with travel documents to update information in case the old registration email address is no longer in use.