Hoàn Đổi vé linh hoạt

VIETNAM AIRLINES' TICKET CHANGE AND REFUND POLICY
(updated February 4, 2021)

AS FOR DOMESTIC TICKETS

1. Scope of application

- Applicable to tickets / documents of Vietnam Airlines (code 738) issued at Vietnam Airlines’ Ticket Offices in Vietnam or on its website / mobile app; and
- Ticket itinerary entirely within Vietnam with confirmed seats and flight departure date from January 29, 2021.

2. Voluntary ticket change/refund

Voluntary ticket change / refund is the change / refund made at the request of the customer.

2.1. Change of flight date or itinerary: According to fare conditions
2.2. Ticket refunds:
- If customer’s ticket is refundable:
+ Customer can get a refund to the form of Travel Voucher with the value of 110% of the refunded ticket price and 100% of the value of unused taxes / fees / surcharges. Refund or no-show fees (if any) are free of charge (no-show fee applies to passengers who do not cancel or cancel their seats within 3 hours before flight time).
+ Travel Voucher will be refunded 100% of the refund value if customer choose refunding to the original form of payment. The refund will be made 3 months after the Travel Voucher is issued. Fees are charged according to the fare rules.
- If customer’s ticket is non-refundable: Vietnam Airlines does not refund nonrefundable tickets.

3. Involuntary change / refund
Involuntary change/refund is the change/refund made due to the following reasons: impact of Covid-19 in Vietnam; flight delays/cancellation or early departure; passengers who are requested to undergo quarantine; passengers who are affected by travel restriction at the government request or other causes of force majeure.

Note: For rescheduled flights with prior notice, if the notice is made at least 24 hours prior to the scheduled flight time but passenger does not cancel their flight or cancel within 3 hours prior to flight time, ticket change/refund will be subject to Section 2. Voluntary ticket change/refund.

3.1. Change of flight date or itinerary
Customer is allowed to change 1 time free of charge and is exempt from the change restriction condition if the customer does not violate the no-show conditions. Tax/fee/surcharges will be applied (if any).
Except for flight disruptions caused by the airline, depending on the time of change, customers can change their flight date or itinerary as follows:
- No additional tax/fee/surcharge is applied.
- Change of flight or travel date must be in the same season of the original purchased ticket, except for high season tickets that can be changed to low season.

3.2. Ticket refunds
a. Tickets purchased at ticket office/website/app of Vietnam Airlines:
- Customer can get a refund to the form of Travel Voucher with the value of 110% of the refunded ticket price and 100% of the value of unused taxes / fees / surcharges. Refund or no-show fees (if any) are free of charge (no-show fee applies to passengers who do not cancel their flights or request cancellation within 3 hours prior to departure time).

- Travel Voucher can be refunded 100% of the refund value if customer requests to refund to the original form of payment, which will be completed 3 months after the Travel Voucher issue date. Fees are charged according to the fare rules. Unless the flight is canceled / delayed / departed early due to Vietnam Airlines’ fault and there is no alternative flight within 4 hours, customers can refund their ticket free of charge if they do not violate the no-show condition.

- Note: for non-refundable tickets, Tickets and Travel Vouchers that have been refunded with added value are not refundable back to the original form of payment.

AS FOR INTERNATIONAL TICKETS

(Applied to tickets issued before March 31, 2020 and affected by Covid-19 epidemic)

1. Refund / exchange policy
Customers can change their ticket to a new flight date or to a different itinerary with the departure date until December 31, 2021 and are exempt from the restrictions on ticket change and change fee. You may have to pay the fare difference and any additional taxes, fees or surcharges, if any.
Vietnam Airlines encourages customers to keep unused tickets to change to a new flight date as soon as possible. In case you wish to refund, for tickets with refundable conditions, they can be refunded to Travel Voucher with no refund fee charged. The Travel Voucher is valid for 01 year from the date of issue and can be used to purchase services of Vietnam Airlines in the future.
Ticketing change process can take up until June 30, 2021.

2. Travel Voucher extension policy for international itinerary
Unused and valid Travel Voucher refunded from an international ticket for the period from March 2020 to December 31, 2020 can be extended.
You can contact your place of purchase or Vietnam Airlines Call Center (for tickets issued online on our website/mobile app) to extend the validity of your Travel Voucher up to 1 year from the date of extension.
Travel Voucher extension process takes place from January 15, 2021 to December 31, 2021.

REBOOK/REROUTE/REFUND PROCEDURE:

For tickets issued in booking-office: customers are advised to contact the office where your tickets are issued or as an alternative, customers can fill in form for Refund, Rebook requests here ( not applicable in Vietnam and US market).

For tickets issued on Vietnam Airlines websites/app: customers are advised to send requests to Vietnam Airlines customer service center through onlinesupport@vietnamairlines.com or fill in Refund, Rebook requests Form here.

REBOOK/REROUTE/REFUND PROCEDURE:

questions & answers