Conditions of Online Booking

Criteria and Conditions for Online Booking

I. Applicability:

This section applies specifically to the booking functions available on this Website and Mobile Applications. When using Vietnam Airlines’ online booking facility to make a reservation, you accept the present Conditions of Online Booking. If this is not your intention and/or you disagree with any part of these applicable terms and conditions, DO NOT USE Vietnam Airlines' online booking facility.

II. Conditions of Using Online Booking Facility

A. The online booking facility is only for your personal and non-commercial use. You are not permitted to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from the online booking facility.

B. Vietnam Airlines has taken steps in order to comply with the General Data Protection Regulation (GDPR). Accordingly, when a child is below the age of 16 or the minimum legal age as applicable under national law, you acknowledge that you are of legal age to use the booking facility in accordance with these Conditions of Online Booking and have legal obligations for any liability you may incur as a result of the use of the online booking facility. You are financially responsible for all uses of this Website and Mobile Applications by yourself and those using your login information. You will supervise all usage of the only booking facility under your name or account. You warrant that all information supplied by you and members of your household in using the booking facility are true and accurate.

III. Rules for Booking

A. Reservations can be made for up to 9 passengers (including infants) per booking.

Adults: From 12 years old at the time of travel on the first flight.
Children: From 2 to under 12 years old at the time of travel on the first flight.
Infants: From 7 days to under 2 years old (at the at the time of travel on the first flight for itineraries wholly operated by Vietnam Airlines; at the time of travel on the last flight for itineraries having a flight operated by other airlines).

B. Children must be accompanied by adults booked in the same reservation.

C. Infants without a seat will be issued a ticket at a discount of 90% off applicable adult fare.

D. Infants with a seat are currently not accepted for booking.

E. Children will be issued a ticket at a discount of 10% off applicable adult fare for Vietnam domestic routes, 25% off applicable adult fare for international routes. 

F. Passengers under 12 years old traveling alone are required to provide a commitment letter of legitimate representative to operating airlines.

G. Fares are exclusive for purchasing on Website and Mobile Applications and subject to the availability of seat, follow fare types and rules and other policies of Vietnam Airlines.

H. Your fare and reservation are not guaranteed until successful payment.

IV. Rules for Fares, Taxes and Fees

A. Total fares payments include all airport and passenger taxes, fees and charges applicable for the entire itineraries. However, some airport service charges may not be included due to the airport’s policy.

B. Vietnam Airlines headquarter is located in Vietnam, Vietnam Airlines shall not be responsible for any fees that may be levied by the issuing bank of your payment method while purchasing tickets on our Website and Mobile Applications. Please check with your issuing bank for details of the fees if any.

V. Rules for International Payment Card Verification

A. Vietnam Airlines only requires card verification for selected transactions. If your transaction is flagged for verification, you will receive an email to the address registered at the time of payment or our staffs may request verification at the airport.

B. For ticket change/reroute, the cardholder is required to present the payment card, e-ticket and passport for verification of payment card at Vietnam Airlines office.

VI. Rules for Refund, Reroute, Change and Online Supports

A. For a refund of your ticket(s) purchased on our Website and Mobile Applications, you can fill in the refund request form and email it to or contact the nearest Vietnam Airlines offices.

Depending on the fare rule, the refund may NOT be allowed or a refund fee may be applied. If the fare is non - refundable, the whole ticket cost including fare, tax, fee, charge is non-refundable.

For refunding tickets paid later at Vietcombank/Techcombank counters, please contact the nearest Vietnam Airlines office for assistance.

B. For ticket changes including rebook, reroute, and ticket extension, please, contact the nearest Vietnam Airlines office.

C. If you do not receive a confirmation email showing the ticket number from Vietnam Airlines email account within 30 minutes after successful payment, please contact the Vietnam Airlines helpdesk for tickets purchased on the Website and Mobile Applications via telephone number: (84) 19001100, email: or contact the nearest Vietnam Airlines offices for supports.

D. If your reservation is affected by a schedule change, we will send the schedule change notification to your registered email.

E. Passengers are recommended to check flight information on our Website and Mobile Applications or with branch offices within 24 hours before scheduled departure time.

VII. Other rules

A. These Conditions of Online Booking refer only to your use of this Website and Mobile Applications. Other and separate conditions apply to carriage of passengers, baggage and cargo by air, or any promotion which Vietnam Airlines may run from time to time. 

B. If you travel on a flight operated by Vietnam Airlines, the General Conditions of Carriage apply to the carriage of passengers, baggage and cargo by air.

C. Travel to some destinations may require a visa which is your responsibility to obtain. A valid passport with an expiration date in accordance with relevant countries’ regulations may be required during your trip.

VIII. Restriction of Use

A. You can not use the online booking facility to make any unauthorized, speculative, false or fraudulent reservation.

B. You can not:

  • Resell the service of the online booking facility; or
  • Use the online booking facility for any activity which breaches any law; or
  • Use the online booking facility in a way which interferes with its availability for other users; or
  • Use other means to transact or obtain information if you are unable to use the online booking facility.

If Vietnam Airlines, in its sole discretion, believes that you are in breach, or will be in breach, of any of these restrictions, reserves its right to cancel your booking without giving you a reason and /or without further reference to you.

IX. Personal Data

Processing of all personal data relating to the Vietnam Airlines Booking facility will be compliant with the applicable Data Protection regulations, namely the General Data Protection Regulation (GDPR - Regulation (EU) 2016/679).

When your personal data are collected by Vietnam Airlines, you will be invited to read and agree with the Privacy Policy before validating and proceeding with any booking.