2.1.1. Agent and User Identification: NEW
2.1.1.1. Identification and Access
All Agents accessing or transacting through Vietnam Airlines' reservation, inventory, and ticketing systems and channels (collectively, "Vietnam Airlines' Systems") must be appropriately identified in accordance with the applicable access channel and their agreement with or authorization from Vietnam Airlines.
Agents must use a valid identification number officially recognized by Vietnam Airlines, including an IATA Numeric Code, an ARC Number, an IATA TIDS Code, or a Vietnam Airlines-assigned Agent/Partner Identification Number. For the avoidance of doubt, Office IDs, Pseudo City Codes (PCCs), or other identifiers issued by GDSs, Aggregators, or other technical service providers shall not constitute Agent identification.
2.1.1.2. Individual User Identification and Credential Management
Where individual user identification is supported or required, each person accessing or performing transactions through Vietnam Airlines' Systems must use a unique user account, user ID, or other approved identification mechanism.
Access credentials assigned to an individual must not be shared, transferred, or used by any other individual. Agents are responsible for ensuring that individuals accessing or performing transactions through Vietnam Airlines' Systems under their authorization are properly identified and authorized
2.1.1.3. Responsibility, Traceability, and Audit Rights
Agents shall maintain appropriate records and controls to support the traceability of transactions performed through Vietnam Airlines' Systems.
Vietnam Airlines may use system records, access credentials, user IDs, Agent identifiers, and other available transaction data to identify and trace transactions performed through Vietnam Airlines' Systems. Upon request by Vietnam Airlines, Agents shall provide relevant information or records within the timeframe specified by Vietnam Airlines to verify compliance or investigate actual or potential violations of this Policy.
Any personal data collected, stored, or processed for identification, verification, or traceability under this Policy shall be handled in compliance with applicable data protection laws and Vietnam Airlines' Privacy Policy.
2.1.1.4. Identification Data Accuracy
Agents must provide accurate and complete identification information and promptly update such information with Vietnam Airlines when changes occur. Changes affecting user identification, authorization, or access rights must be reported, and the relevant user access must be revoked without undue delay.
2.1.2. Violation Determination and General Enforcement:EDIT
Vietnam Airlines reserves the right to determine the occurrence and severity of violations based on its system records, transaction data, inventory impact, loss incurred, and other relevant information. Agents must cooperate with reasonable requests from Vietnam Airlines for information and records regarding actual or potential violations of this Policy.
Where a violation involves more than one Agent or entity, Vietnam Airlines may determine the responsible party or parties based on the available transaction records, their respective roles and responsibilities, and the circumstances of the violation, unless otherwise specifically provided under the relevant violation provision.
Vietnam Airlines reserves the right to apply the applicable penalties specified in this Policy and, depending on the nature, severity, frequency, or recurrence of the violation, additional corrective or enforcement measures, including warning, restriction or suspension of access to Vietnam Airlines' Systems, cancellation of reservations, withdrawal of ticketing or other transaction authority, or other measures permitted under this Policy and applicable contractual arrangements.
Where the same booking activity may constitute more than one violation under this Policy, Vietnam Airlines may determine the applicable violation based on the nature and circumstances of the conduct and shall not apply duplicate penalties for the same violation, unless otherwise specified under this Policy.
2.1.3. Violations Definitions and Applicable Penalties
2.1.3.1 Improper Agent/User Identification (effective 01 January 2027) NEW
Improper Agent/User Identification: Any failure to properly identify, authorize, control access credentials, or maintain the traceability of an Agent or individual user performing transactions through Vietnam Airlines' Systems.
Failure to comply with the identification, credential management, or traceability requirements specified in this Policy shall constitute a violation and may result in corrective or enforcement measures, including warning, restriction or suspension of system access, revocation of access or transaction authority, or cancellation of bookings made through unauthorized access. Where such violation results in or is associated with another violation subject to an ADM under this Policy, the applicable ADM may also be issued.
2.1.3.2 Unauthorized Cross-Country Ticketing (effective 01 January 2027) NEW
Unauthorized Cross-Country Ticketing: Issuing a ticket for a booking created by an Agent in one country where the Ticketing Agent is registered or authorized in a different country, without prior authorization from Vietnam Airlines.
For tickets issued in violation of this requirement, the Ticketing Agent shall be subject to an ADM of USD 100 per passenger.
Where the cross-country ticketing arrangement is intentionally used to obtain an undue advantage or circumvent applicable fare, inventory, ticketing, market, or distribution rules, the violation shall be treated as System Abuse/Manipulation under Section 2.1.3, rather than as an Unauthorized Cross-Country Ticketing violation.
2.1.3.3. Duplicate/Redundant Booking
Duplicate/Redundant Booking: Two or more segments for the same passenger, on the same or similar route and dates, created by the same Agent across one or more GDSs.
Duplicate and/or redundant segments shall be subject to cancellation without prior notice. Vietnam Airlines reserves the right to determine and cancel any affected segments at its sole discretion.
2.1.3.4. Inactive/Waitlist Booking
Inactive/Waitlist Booking: Segments with status codes HX, UN, UC, NO, US, TL, TN, HL, UU, WL, GL, PL, DW, etc. that are not permanently removed from the active PNR by the creating or owning Agent at least 25 hours prior to the scheduled departure time.
Such segments shall be subject to an ADM of USD 15 per passenger per segment.
2.1.3.5. Passive Booking
Passive Booking: Non-active segments entered into a GDS PNR for purposes other than issuing tickets for active segments originally created in Vietnam Airlines' Systems.
Such segments shall be subject to an ADM of USD 15 per passenger per segment.
2.1.3.6. Speculative/Fictitious Booking
Speculative/Fictitious Booking: Any segment created without a genuine and confirmed travel request, or by using false, invalid, or non-existent passenger information. This includes, but is not limited to:
- Creating segments using test names, initials, celebrity names, random characters, or other fictitious passenger details.
- Creating multiple, impossible, or illogical itineraries that cannot be physically flown or completed in anticipation of a possible sale without definite passenger intent.
- Attaching or associating used, invalid, or non-matching ticket numbers to a PNR.
- Issuing and voiding tickets on the same day for the same passenger or group of passengers more than three (3) times.
- Holding or retaining 20 seats or more per flight number per flight date from the inventory, whether created through a single or multiple PNR(s), without completing the booking transaction (EOT) within 15 minutes.
Such segments shall be subject to an ADM of USD 40 per passenger per segment.
2.1.3.7. Churning Booking
Churning Booking: Repeatedly creating and cancelling the same or substantially similar itinerary for the same passenger or group of passengers, whether within the same PNR or across multiple PNRs or GDSs, more than five (5) times.
Such segments shall be subject to an ADM of USD 5 per passenger per segment.
2.1.3.8. System Abuse/Manipulation
System Abuse/Manipulation: Any intentional action or misuse of the reservation system aimed at obtaining an undue advantage, such as securing lower fares, gaining access to closed or restricted booking classes, or circumventing applicable fare, inventory, or ticketing rules, including but not limited to:
- Married segment abuse: Unlinking or altering married segments, rebooking, or splitting PNRs to bypass inventory control logic in order to access availability or fares that would otherwise be closed or restricted.
- Point of origin manipulation: Creating false origins or destinations (including ticketing via third point, origin shifting, or local availability abuse) to obtain more favourable fares.
- Point of sale/Point of issue manipulation: Intentionally arranging for a booking to be ticketed through an Agent, office, or point of issue in a different country in order to obtain an undue advantage or circumvent applicable fare, inventory, ticketing, market, or distribution rules.
- Tampering with class availability or selling closed booking classes through manual manipulation or system workarounds.
- Any other practice that distorts inventory data, bypasses fare construction rules, or compromises system integrity.
Segment(s) involved in System Abuse/Manipulation, whether ticketed or not, shall be subject to an ADM equal to the fare difference between the ticketed or potential ticketed fare and the correct applicable fare, or a fixed penalty as specified below, whichever is higher:
- For Economy Fare Classes: USD 500 per passenger per segment/fare component.
- For Business/Premium Economy Fare Classes: USD 800 per passenger per segment/fare component.
The penalty shall be applied to the Agent or Agents responsible for the System Abuse/Manipulation based on their respective involvement and responsibilities.
2.1.3.9. Passenger Contact Information EDIT
Passenger Contact Information: In accordance with IATA Resolution 830d, Agents must enter the passenger’s contact details, including mobile phone number and/or email address using SSR CTCM/CTCE, into the PNR at or before the time of ticketing. Where a passenger declines to provide contact details, the Agent must enter an SSR CTCR in the PNR to indicate the passenger’s refusal.
Where a passenger exercises the right not to provide his or her own contact information, the Agent may enter its own contact details for IROPs notifications; however, the Agent must first enter a CTCR element in the PNR to clearly indicate that the contact information provided does not belong to the passenger.
The following passenger contact information violations shall be subject to an ADM of USD 20 per PNR:
- Missing CTCM/CTCE/CTCR or invalid passenger contact information at or before the time of ticketing.
- Falsifying passenger contact details, or entering Agent contact details in CTCM/CTCE without CTCR.
The ADM shall be issued to the Agent responsible for entering or providing the non-compliant contact information, as determined based on the applicable booking and ticketing records.
In addition to the USD 20 financial penalty:
- Vietnam Airlines will not accept any liability for any passenger complaints, claims, or financial compensation arising from the passenger’s failure to receive automated IROP notifications due to missing or incorrect SSR CTC elements.
- The non-compliant Agent shall bear full financial and legal responsibility for any re-protection, hotel accommodation, or meal costs incurred due to the lack of direct communication with the passenger.
2.1.3.10. Unproductive Booking Utilization Rate (effective 01 January 2027) NEW
Unproductive Booking Utilization Rate (UBUR):
UBUR = Unproductive Passenger Segments ÷ Total Booked Passenger Segments × 100%
Where:
- “Total Booked Passenger Segments” means all Passenger Segments booked by the Agent for Vietnam Airlines flights scheduled to depart during the relevant calendar month, across all OIDs, PCCs, and other access identifiers associated with the Agent, regardless of when the bookings were created or subsequently cancelled.
- “Unproductive Passenger Segments” means Passenger Segments booked by the Agent that do not result in actual travel by the relevant passenger, based on Vietnam Airlines’ booking and travel records.
Note: Passenger Segments that do not result in actual travel due to schedule changes, flight cancellations, or other involuntary disruptions initiated by Vietnam Airlines shall be excluded from the UBUR calculation.
Where the Agent’s UBUR for the relevant travel calendar month exceeds 85%, the Agent shall be subject to an ADM of USD 2 for each Unproductive Passenger Segment in excess of the 85% threshold.
Excess Unproductive Passenger Segments = Total Unproductive Passenger Segments − (Total Booked Passenger Segments × 85%)
Agents with a monthly UBUR below the applicable threshold will remain subject to monitoring. Vietnam Airlines reserves the right to issue a warning and/or apply other appropriate measures where the Agent’s UBUR increases materially or adversely affects Vietnam Airlines’ inventory.
Example: For the relevant travel calendar month, an Agent has 1,000 Passenger Segments booked for Vietnam Airlines flights scheduled to depart during that month, across its OIDs/PCCs, regardless of when the bookings were created. Of these, 100 Passenger Segments result in actual travel, while 900 Passenger Segments do not result in actual travel. The Agent’s UBUR is therefore: 900 ÷ 1,000 = 90%.
As the UBUR exceeds the 85% threshold, the number of Unproductive Passenger Segments subject to ADM issuance shall be: 900 − (1,000 × 85%) = 50 Passenger Segments.
Accordingly, the applicable ADM shall be: 50 × USD 2 = USD 100.
2.1.4. Exchange Rate:
The penalty amount shall be converted to each Billing and Settlement Plan’s (BSP’s) settlement currency using BSR (Bank Selling Rate) on the first day of the month in which the ADM is issued.
Link opens in new window. Site may not meet accessibility guidelines.
