Helpdesk Center

1. If you are not a Lotusmiles member and purchase tickets via the Vietnam Airlines website/app, please follow these steps:

• Go to the Manage Booking section on Vietnam Airlines website/app, then fill in the reservation code/ticket number and last name;
• Ask the NEO virtual assistant with the keyword "Check booking information", then select "My flight ticket" and provide your full name, reservation code, and email address.
• Contact the Contact Center in Vietnam:
  • Service hours 24/7;
  • For calls within Vietnam: 1900 1100;
  • For calls from outside Vietnam: +84 24 38320320;
  • Email: onlinesupport@vietnamairlines.com.

2. If you are a Lotusmiles member, please contact the Contact Center:

• Service hours 24/7;
• For calls within Vietnam: 1900 1800;
• For calls from outside Vietnam: +84 24 38320320;
• Email:
  • vip.lotusmiles@vietnamairlines.com (for Million Milers, Platinum, or Gold members);
  • lotusmiles@vietnamairlines.com (Titanium, Silver, or Registered members).

3. If you purchased the tickets somewhere else, please contact the vendor for assistance.

We apologize for any baggage issues that passengers may be experiencing. We will make every effort to assist in locating your baggage as soon as possible.

To track lost luggage, passengers can actively search on the WorldTracer website.

To make a claim, please go to Baggage Claim.

To upgrade, please be aware of the following conditions:

- For Vietnam domestic flights, passengers holding Economy Flex and Economy Classic tickets, as well as award tickets (under the Lotusmiles Program), are able to purchase an upgrade service as soon as their tickets are issued.

- For international flights, passengers with Premium Economy Flex, Premium Economy Classic, Economy Flex, Economy Classic, and award tickets (under the Lotusmiles Program) can purchase an upgrade service as soon as their tickets are issued.

- If the desired seat is available, the upgrade service will be confirmed immediately at the time of purchase.

1. Infants under two years old (without their own seat): equal 10% of the adult fare.

2. Children between the ages of 2 and 12:

• On Vietnam domestic itineraries: equal 90% of the adult fare;
• On international itineraries: equal 75% of the adult fare.

3. Children from 12 years old: apply the adult fare.

You can find out ticket refund conditions & fees in the following ways:

1. During the ticket purchase process, at the fare selection step.

2. Under Fare rules.

You can find out ticket exchange conditions & fees in the following ways:

1. During the ticket purchase process, at the fare selection step.

2. Under Fare rules.

Please visit the Sign-up section on the Vietnam Airlines website/app.