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IMPORTANT INFORMATION: Your country/region is Hong Kong, China and payment will be charged in Hong Kong Dollars (HKD). 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).
Passengers are required to have adequate travel documents for all flights on all concerned airlines and to abide by national laws and regulations. Passengers who purchase tickets on website/apps of Vietnam Airlines for routing from Vietnam to Australia must have complied vaccination requirement of Australian government. Vietnam Airlines does not take responsible if passengers are denied entry into any country.
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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.
Notice
According to Vietnam Government's new regulations applying to all domestic routes, passengers are required to complete the Medical declaration on PC-Covid.
For more information on travelling requirements and guidance to submit the Passenger’s Information, please click here.
Passengers are required to have adequate travel documents for all flights on all concerned airlines and to abide by national laws and regulations. Vietnam Airlines does not take responsible if passengers are denied entry into any country.
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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 our customer’s benefit, we will address a number of the services offered when you take a flight with Vietnam Airlines in the Vietnam Airlines Customer Service Plan outlined below.
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 will 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 will 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 an oversale event occurs.
2. Take responsibility for baggage damage
If your checked baggage is damaged or does not come off the conveyor belt, please file a report at 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 the conditions of carriage of Vietnam Airlines and chapter VIII of the conditions of cargo carriage of Vietnam Airlines.
3. Provide information of air tickets cancellation/refund or change
For ticket refund, please contact the issuing offices for assistance.
For refunding the tickets purchased on Vietnam Airlines’s website, please contact Vietnam Airlines branch offices or complete the Refund request form and email it to onlinesupport@vietnamairlines.com from the email address used during purchase. 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 used to purchase the tickets.
For detailed information regarding ticket cancellation, refund or change, please 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
Depending on the case, we will give compensation at the airport or VNA’s Branches. Compensation will be paid in one of the following payment methods: by cash, via bank, MCO or VNA’s service voucher.
Please submit claims in writing to us within ninety (90) days of scheduled departure date, we will reply or give compensation within seven (07) days from the date of receiving the claim.
4.2. Services provided while passengers are on board for flights to/from Republic of Korea, People’s Republic of China
On the very few occasions where flights are delayed while 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 or the People’s Republic of China (including HongKong, Macau), we want to give our passengers the following assurances:
a. 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.
b. You will receive notifications regarding the status off the tarmac delay every 30 minutes while the aircraft is delayed, including the reason for the delay (if known).
e. We have coordinated the station tarmac delay contingency plan with the airport operators and related agencies including immigration services authorities for the compliance of tarmac delay.
f. 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 will apply.
5. Notify customers in a timely manner of changes in itineraries
When there is a change to your flight, we will notify you in a timely manner 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.
6. Disclose other policies that affect your travel
We provide information on our baggage allowance policy on our website at Baggage Information. Change to policy regarding baggage fees and the free baggage allowance will be published regularly on our website.
In case that you book a joint operation ticket, you should take note that the operating airline takes responsibilities for boarding procedure and baggage policy.
Cabin arrangement which shows seat layout (including seat pitch, seat, and width) and locations of the emergency exits is clearly displayed on our website at the following links:
For more information about boarding procedures, taxes, fee, charges and surcharges, please kindly refer to the following links:
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