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      Flight 1

      IMPORTANT INFORMATION:
      Your country/region is Switzerland and payment will be charged in Swiss Francs (CHF).
      According to regulations of the Ministry of Finance, E-VAT invoices are only issued for payment in VND.
      In case of paying by other currency, you may change website country/region (click here).

      IMPORTANT INFORMATION:
      Please note that Vietnam Airlines will move our operations in Moscow - Russia from Domodedovo (DME) airport to Sheremetyevo (SVO) airport as from July 2, 2019
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      MANAGE BOOKING

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      Passenger Name:

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      Purchase pay-later reservations

      Please select the form of payment:

      ATM cardQR Pay & Internet Banking


      * Only apply for pay later reservations made via website www.vietnamairlines.com or Vietnam Airlines application.

      Purchase now

      REFUND

      • Send refund request
      • Auto refund to Travel Voucher
      Ticket refunds are permitted when customers buy tickets online. They are not permitted when customers buy tickets at ticket offices or through agents.

      VN Reservation Code (PNR) :

      Passenger :

      Refund reason :

      • Personal Reason
      • Vietnam Airlines changed/cancelled the flight
      Auto refund is processed at least over 3 hours prior to the departure time of the first sector.

      VN Reservation Code (PNR) :

      Passenger (Select all passengers) :

      Refund reason :

      • Personal Reason
      • Vietnam Airlines changed/cancelled the flight

      Refund information

      E-VAT INVOICE ISSUANCE

      Within 72 hours after receiving an email notification of tickets and ancillary services purchased on Vietnam Airlines' website and app, please login here to declare Value Added Tax (VAT) invoice information.

      Cancel segments

      The auto flight cancellation is applied for tickets purchased on Vietnam Airlines' website/app only.

      Please read the details of Terms & Conditions

      Cancellation Requirement

      VN Reservation Code (PNR):

      Flight cancellation will be applied for all passengers chosen.


      Cancellation Confirmation

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      You have completed your flight cancellation with the following information

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      Itinerary:


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      Reservation code :


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      PRE-PAID BAGGAGE

      You may buy Pre-paid Baggage at least 6 hours before departure
      Please enter one of the following:
      • Ticket Number
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      Passenger Name:

      Itinerary:

      Reservation code:

      Email address:

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      SPECIAL SERVICES

      Dịch vụ đón tiễn nhanh tại sân bay, hỗ trợ các thủ tục liên quan đến hành khách, hành lý trước khi bay/sau khi đáp chuyến bay, giúp rút ngắn tối đa thời gian chờ đợi/làm thủ tục tại sân bay.

      Dịch vụ nôi cho trẻ sơ sinh
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      Dịch vụ cho phụ nữ mang thai
      Dịch vụ xe lăn
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      TripCARE Travel Insurance

      TripCARE, a collaboration between PVI and Chubb, covers up to 1.6 bil VND for Personal Accident, Medical Expense and Travel Inconvenience; supports Worldwide Medical Emergency Assistance 24/7.

      TripCARE can be purchased by Visa/MasterCard/JCB and Vietnam local payment card with pay now method.

      By selecting TripCARE, I acknowledge and agree with Benefits, Policy Wordings and Declaration and Authorization.

      • Ticket Number
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      Passenger Name:

        Itinerary:

          Reservation Code:

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          Passenger Name:

            Itinerary:

              Reservation code:

              Email address:

              ARRIVAL/ DEPARTURE ASSISTANCE SERVICE

              TAXI SERVICE

              Taxi service between the airport and the city serves you safely and conveniently by the most reputable and quality taxi companies with a predetermined time and a clear, transparent amount.

              BOOK

              Klook

              Klook.com

              BUSINESS LOUNGE

              You can enjoy all the comfort and benefits of the relaxing Lotus Lounges where you can find the wide selection on the buffet, or simply take in the fantastic view with the 4 star quality service.

              BOOK

              Flight Schedule

              (DD/MM/YYYY)
              IMPORTANT INFORMATION:
              Please note that Vietnam Airlines will move our operations in Moscow - Russia from Domodedovo (DME) airport to Sheremetyevo (SVO) airport as from July 2, 2019

              About Collection and Use of Personal Information

              1. Purposes of collection and use of the personal information
              - To perform our contractual obligations and enable an appropriate level of service to our customers;
              - For Lotusmiles membership's purposes;
              - To ascertain a high level of security and safety on our flights;
              - Accounting and financial requirement;
              - For customer care purposes;
              - To communicate with you;
              - For direct marketing purposes.

              2. Items of personal information that it intends to collect
              - General:
              + Name, passport number and other identifying information;
              + Your contact details and personal account or registration details;
              + Your payment information;
              + Information about your reservations, bookings and purchases;
              + Your membership of our loyalty programs like Lotusmile;
              + Information we collect when you use our websites, apps and other digital media;
              + Our communication with you;
              + Information in relation to social media.
              - Sensitive data:
              Vietnam Airlines may also, subject to your express consent, collect certain information relating revealing racial or ethnic origin, political opinions, religious or philosophical beliefs which can be considered as ''sensitive personal data" pursuant to Article 9 of the GDPR, the law of Vietnam and under other applicable jurisdiction.
              - Cookies and similar technologies.

              3. Period of time during which it intends to possess and use the personal information
              Vietnam Airlines will retain your personal information collected on our internal system in the period of services provision or as long as fulfilling the purposes which it was collected or in so far as such is necessary for compliance with statutory obligations and for solving any disputes or until the information are required to be deleted by you.

              Please see our Privacy Policy for more information.

              • Check in

              • Flight status

              CHECK IN ONLINE

              Web Checkin is available 24 to 1 hour before flight departure

              Please ensure you input the family name as it appears in your ticket

              • eTicket number
              • Search Your Itinerary
              • Frequent Flyer Number

              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.

              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.


              Flight Status

              • Airport
              • Flight Number
              IMPORTANT INFORMATION:
              Please note that Vietnam Airlines will move our operations in Moscow - Russia from Domodedovo (DME) airport to Sheremetyevo (SVO) airport as from July 2, 2019

              Vietnam Airlines Customer Service Plan

              Vietnam Airlines Customer Service Plan

              Vietnam Airlines is in business to provide safe and friendly air transportation to our customers along with numerous related services. Your safety, comfort and convenience are our most important concerns. For customer’s benefits, we address a number of services in Vietnam Airlines Customer Service Plan while you take Vietnam Airlines’ flights.

              1. Treat passengers fairly and consistently in the case of oversales

              Occasionally, we may not be able to provide you with a seat on a specific flight even if you hold a ticket and check in on time. This is called an oversale, and it occurs if the number of customers who check in (ready to board) exceeds the number of available seats.

              If you voluntarily give up your seat, we provide compensation and transportation on an alternate flight. A notice which explains the obligations and the compensation in an amount pursuant to Vietnam Airlines’ policy will be given to you.

              If you are involuntarily denied boarding, we also provide compensation and transportation on an alternate flight. A notice which explains the obligations and the compensation in an amount determined by Vietnam Airlines will be given to you.

              The policies and procedures that we follow ensure you receive fair and consistent treatment if such oversales occur.

              2. Take responsibility for baggage damage

              If your checked baggage may be damaged or does not come off the conveyor belt, please file a report with our Lost and Found Counter located at the arrival station, as soon as possible. Our staff or handling agent will provide you with assistance.

              Our responsibility for the damaged baggage and cargo is specified in article 16 of conditions of carriage of Vietnam Airlines and chapter VIII of conditions of cargo carriage of Vietnam Airlines.

              3. Provide information of Air Tickets Cancellation/Refund or Change

              For refunding your tickets, please contact the issuing offices for assistance.

              For refunding your tickets purchased on Vietnam Airlines’s website, please contact Vietnam Airlines branch offices or complete Refund request form and email to refund-online@vietnamairlines.com from your registered email address. For Vietnam local payment by cash at branches of Vietcombank (VCB), Techcombank (TCB), please go to Vietnam Airlines branch offices in Vietnam for refund.

              Depending on the fare rules, the refund may be permitted with fee or not permitted. The refund will be credited to the payment card or payment account that was used to purchase the tickets.

              For detailed information regarding the ticket cancellation, refund or change, please kindly refer to our Condition of Online Booking.

              4. Meet customers’ essential needs during irregular flights

              4.1. Services provided while passengers are not on board for all Vietnam Airlines’ operating flights

              1. Services provision at the airport:
                The passenger having confirmed ticket and having been informed of the delayed/cancellation shall be provided with following service:
                • From 1hour to less than 2 hours: Drink
                • From 2 hours to less than 6 hours: Meal and drink
                • More than 6 hours: Accommodation
              2. Compensation payment:
                In case of long delay, cancellation or denied boarding on flights departing from Viet Nam, passengers  shall be compensated as Circular 14/2015/TT-BGTVT dated 27/04/2015 signed by the Minister of Transport on non-refundable advance compensation in air transport. For flights outside Viet Nam, compensation shall be applied in compliance with the current law of concerned countries or our regulations.
              3. Waiver of liability:
                Under the provisions of the Government of Vietnam relevant countries, we shall be exempt obligation to provide services and compensation in the following cases:
                • The delay or cancellation flight caused by Force Majeure conditions as Act of God, war, strike, aviation security, request of competent authorities…
                • We prove that passengers have been informed of the cancellation no later than 24 hours prior to the STD; or that passengers have not registered their contact address; or failure to contact with their registered address.
                • If passenger is denied boarding  due to the passenger ‘s reasons (health status, disease, passenger’s failure to comply with Carrier’s Conditions of Carriage/ The terms and conditions of the contract of carriage/ laws and regulation…), aviation security, request of authorities…
                • Other Force Majeure events occur.
              4. Refund:
                In situations with delay/cancellation, passenger’s ticket is made according to law and our regulation.
                All restrictions, penalty fees, additional fare and surcharges (if any) are waived for  passengers travelling on domestic or international flights departing from Vietnam in the following cases (i) the flight is delayed for more than 4 hours or departs more than 4 hours early; (ii) The flight is cancelled; (iii) passengers are denied boarding on the confirmed flight. Please contact Vietnam Airlines for more details.
                Passengers may access legal document as follows for more information:
                • Law on Civil Aviation of Vietnam;
                • Circular 36/2014/TT-BGTVT dated 29 August 2014 of the Ministry of Transport regulating the quality of passenger services at airports;
                • Circular 81/2014/TT-BGTVT dated 31 December 2014 of the Ministry of Transport  providing for air carriage and general aviation;
                • Circular 14/2015/TT-BGTVT dated 27 April 2015 of the Ministry of Transport on non-refundable advanced compensations in air transportation of passengers;
                • EC261/2004 dated 11/02/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights (applies to flights to/from an EU member state);
                • General conditions of carriage for passengers and baggage of Vietnam Airlines.

              4.2. Services provided while passengers are on board for flights to/from Republic of Korea

              On the very few occasions where flights are delayed whilst passengers are on board (known as a tarmac delay) we will take all reasonable steps to ensure you are made as comfortable as possible. For those flights encountering a tarmac delay at airports in the Republic of Korea, we want to give our passengers the following assurances:

              1. We will not permit any irregular on-ground delays of four (4) hours or more at airports in the Republic of Korea without allowing passengers to deplane.
              2. When a delay exceeding four (4) hours is expected, the flight will return to the gate to provide passengers an opportunity to deplane safely, unless:
                • When the pilot-in-command determines that the safety and security of the passengers are not guaranteed (e.g., due to weather conditions, air traffic control issues or government directive); or
                • When air traffic control advises that returning to the gate or deplaning passengers at a location other than the gate would significantly disrupt airport operations.
              3. In the event of a lengthy on-ground delay, we will provide adequate food and drinking water no later than two hours after the aircraft leaves the gate or touches down unless our pilot-in-command determines such service threatens safety or security.
              4. You will receive notifications regarding the status off the tarmac delay every 30 minutes while the aircarft is delayed, including the reason for the delay (if known).
              5. We have sufficient reasonable resources to implement the plan.
              6. We have coordinated its station tarmac delay contingency plan with the airport operators of Republic of Korea and related agencies including the immigration services authorities for the compliance of tarmac delay.
              7. In the event that you are on a flight operated by one of Vietnam Airlines’ code-share partners, the operating carrier’s contingency plan for tarmac delays of four (4) hours or more will apply.

              5. Notify customers in a timely manner of changes in itineraries

              We will notify in a timely manner of changes on your flight when there is a change so as not to affect your itineraries. We will contact you about the schedule changes when the event is known, using the contact information you provide us in your reservation.

              If you purchase tickets on website www.vietnamairlines.com, we will send the schedule change notification to your registered email.

              6. Disclose other policies that affect your travel

              We provide information of our baggage allowance policy on website at Baggage Information. The changed policy regarding baggage fee or free baggage allowance shall be published regularly on our website

              In case that you book joint operation ticket, you should take notice that the operating airline takes responsibilities for boarding procedure and baggage policy.

              The cabin arrangement which shows seat layout (including seat pitch, seat, and width), location of emergency exit is clearly displayed on our website at below links:

              • Our Fleet
              • Business class seats
              • Premium Economy seats
              • Economy seats

              For more information about boarding procedures, taxes, fee, charges and surcharges, please kindly refer to below links:

              • Online Check-In
              • Taxes, fee, charges & surcharges
               Vietnam Airlines is proud to be leading 4-star global airline

              Vietnam Airlines is proud to be a leading 4-star global airline

              Our sincere thanks to all valued customers and partners for your support!

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              none  Contact Center for calls within Vietnam (24/7): 1900 1100
              space  For Lotusmiles members: 1900 1800
              space  For calls from outside Vietnam (24/7): +84 24 38320320
              none  Email: Telesales@vietnamairlines.com

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              © 2019 Vietnam Airlines JSC
              Vietnam Airlines JSC - 200 Nguyen Son street, Bo De ward, Long Bien district, Hanoi city, Vietnam
              Tel: (+84-24) 38272289. Fax: (+84-24) 38722375.
              Certificate Of Business Registration - No.: 0100107518, 5th registration dated 08/07/2016

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