Vietnam Airlines Customer Service Plan

Vietnam Airlines is in business to provide safe and friendly air transportation to our customers along with numerous related services. 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. 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

In some cases, we are unable to provide seats to customers even though they have tickets and have checked in. This situation occurs if the number of customers who check in exceeds the actual number of available seats.

If a passenger voluntarily gives up his/her seat to another passenger or is denied boarding, we will compensate and arrange an alternative flight. We will notify the passenger, explain the benefits and compensate according to Vietnam Airlines' policy, except for cases exempted from compensation according to the law.

The policies and procedures that we follow ensure you receive fair and consistent treatment if such an over sales event occurs.

2. 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 itinerary change

For ticket refund, please contact the issuing offices for assistance.

For refunding the tickets purchased on Vietnam Airlines’ website, please contact Vietnam Airlines branch offices or complete the Refund request form and email it to onlinesupport@vietnamairlines.com or contact Vietnam Airlines’ branch offices.

If a passenger submits a refund request via email, the refund request must be sent from the address registered during the reservation and purchase of tickets; otherwise, the request will not be accepted. 

For Vietnam local payment by cash at branches of Vietcombank (VCB), Techcombank (TCB), convenient stores (Airpay or Payoo), please go to Vietnam Airlines branch offices in Vietnam for the refund.

Depending on the fare rules, the refund may or may not be accepted; if the refund is accepted, a certain fee may be charged. The refund will be credited to the payment card or payment account used to purchase the tickets.

For detailed information about ticket cancellation, refund or exchange, please refer to our Conditions 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

4.1.1. Services provision at the airport

The passenger having confirmed ticket and having been informed of the delay/cancellation shall be provided with following services:

• Flight delayed by 02 hours or more: Passengers shall be provided with beverages or issued a voucher/EMD of equivalent value
• Flight delayed by 03 hours or more: Passengers shall be provided with meals or issued a voucher/EMD of equivalent value
• Flight delays of 04 hours or more (extended delays): Refund the full ticket price or the unused portion of the ticket, and provide non-refundable advance compensation to ticketed passengers with confirmed reservations, in cases where the delay is due to the carrier's fault
• Flight delays exceeding 06 hours: Provide hotel accommodation subject to actual conditions at the airport, or alternative arrangements upon the passenger's consent

4.1.2. Compensation payment 

In the event of extended flight delays, flight cancellations, or denied boarding on flights departing from within the territory of Vietnam, passengers shall be provided with non-refundable advance compensation in accordance with the provisions of the Government's Decree No. 208/2026/ND-CP dated June 15, 2026, on air transport, and the Ministry of Construction's Circular No. 48/2026/TT-BXD dated June 30, 2026, regulating air transport (effective from July 01, 2026).

The non-refundable advance compensation applies only to flight delays and cancellations due to the carrier's fault. It shall be paid only once per flight, including in cases where a flight experiences an extended delay of 04 hours or more and is subsequently canceled.

The non-refundable advance compensation rates per passenger for domestic flights are as follows:

The non-refundable advance compensation rates per passenger for international flights are as follows:

The flight distance is the distance between the departure airport and the destination airport of a flight, designated by a specific flight number, measured according to the Great Circle distance.  Passengers can determine the flight distance using the following link: https://www.greatcirclemap.com/

For flights outside Vietnam, compensation shall be applied in compliance with the current law of concerned countries or our regulations.

The payment of compensation shall be processed at the airport or at Vietnam Airlines branches on a case-by-case basis. We will make compensation in one of the following methods: Cash, bank transfer, payment vouchers, or services provided by Vietnam Airlines: frequent flyer program points, if applicable, or complimentary tickets, subject to mutual agreement with the passenger.

Passengers are requested to submit a written claim within 90 days from the scheduled departure date if they have not received compensation or believe the compensation amount does not comply with legal regulations. We will respond to or make compensation within 7 days of receipt of the request.

4.1.3. Waiver of liability

Under the provisions of the Government of Vietnam and relevant countries, Vietnam Airlines shall be exempt from compensation obligations in the following cases::

•  The delay or cancellation of flight was caused by Force Majeure conditions such as an Act of God, war, strike, aviation security or request by competent authorities.
• If we can prove that the passenger was notified of the delay or cancellation via SMS, email, or equivalent means at least 48 hours prior to the scheduled departure time; or if the passenger failed to register contact information; or if the passenger could not be reached at the registered contact address.
•   The passenger is denied carriage due to reasons attributable to the passenger (including, but not limited to, health conditions, epidemics, or the passenger's failure to comply with the Conditions of Carriage, Contract of Carriage, or regulations of competent authorities), or based on mandates from competent authorities or or aviation security agencies.
• Other exemptions.

4.1.4. Ticket Refunds/Exchanges

a. Policy on passenger assistance for flight changes attributable to Vietnam Airlines

- Eligibility: This policy applies to ticketed passengers with confirmed reservations on domestic or international flights operated by Vietnam Airlines, departing from Vietnam, when the flight is changed due to Vietnam Airlines' fault.

- The reference flight schedule is the schedule published on Vietnam Airlines' reservation system for passenger booking and ticketing purposes, updated as of 15:00 (Hanoi time) on the day prior to the scheduled date of operation.

* Changes occurring prior to the publication of the reference flight schedule

Notes

• Changes to flight numbers shall apply in circumstances required to ensure flight operations or as mandated by competent authorities
• Passengers are entitled to 01 flight exchange upon request, subject to the operational conditions of Vietnam Airlines. The alternative flight must have a departure time within 72 hours prior to or 72 hours subsequent to the scheduled departure time of the original ticketed flight.
• In the event that Vietnam Airlines is unable to accommodate the passenger on a flight within the aforementioned timeframe, both parties shall mutually agree upon an appropriate alternative solution.
• Passengers who fail to appear for their flight (no-show) and make subsequent contact shall be processed in accordance with the applicable fare rules.

+ Changes occurring after the publication of the reference flight schedule

Notes

• Changes to flight numbers shall apply in circumstances required to ensure flight operations or as mandated by competent authorities
• Passengers are entitled to 01 flight exchange upon request, subject to the operational conditions of Vietnam Airlines.
• Passengers who fail to appear for their flight (no-show) and make subsequent contact shall be processed in accordance with the applicable fare rules.

Flight canceled due to reasons attributable to Vietnam Airlines

Passengers can refer to the following related regulations:

• Law on Civil Aviation of Vietnam
•  Decree No. 208/2026/ND-CP dated June 15, 2026, of the Government on air transport
• Circular No. 48/2026/TT-BXD dated June 30, 2026, issued by the Ministry of Construction regulating air transport (superseding Circular No. 81/2014/TT-BGTVT and Circular No. 14/2015/TT-BGTVT)
• Law on Civil Aviation of Vietnam No. 130/2025/QH15
• EC261/2004 dated 11/02/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights (applies to flights to/from an EU member state)
• General conditions of carriage for passengers and baggage of the Corporation.

4.1.5. Personal Data

Processing of all personal data relating to compensation or refund 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.

4.2. Provision of services during tarmac delays

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 flights experiencing tarmac delays in Vietnam, the Republic of Korea or the People’s Republic of China (including Hong Kong, Macao), we guarantee to provide the following services:

a. In the event of a tarmac delay lasting 2 hours or more after the aircraft has left the gate or after touchdown, we shall provide passengers with drinking water and light refreshments, maintain adequate cabin ventilation and temperature, and ensure access to operable lavatory facilities, unless the Pilot-in-Command determines that the provision of such services would compromise safety or security.

b. In the event of a tarmac delay lasting 30 minutes or more, we shall notify passengers regarding the status of the flight at 30-minute intervals.

c. We shall not permit passengers to remain on board the aircraft during a tarmac delay lasting 3 hours or more at airports in Vietnam or China, or 4 hours or more at airports in the Republic of Korea. When a Tarmac delay exceeding three hours or four hours is expected, the flight will return to the gate to provide passengers an opportunity to deplane safely, unless: 

• The pilot-in-command determines that the safety and security of the passengers are not guaranteed (e.g., due to weather conditions, air traffic control issues or government directive); or
•  Air traffic control advises that returning to the gate or deplaning passengers at a location other than the gate would significantly disrupt airport operations

d. We shall commit sufficient resources to ensure the execution of this plan. 

e. We shall coordinate with airport authorities and relevant entities, including customs and border protection agencies, to establish a contingency plan ensuring the provision of passenger services during a tarmac delay or widespread operational disruption.

f. Passengers traveling on Vietnam Airlines codeshare flights shall remain entitled to the provision of the aforementioned services. 

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.

For domestic flights, Vietnam Airlines publishes the reference flight schedule on its website for passenger access. The reference flight schedule is the flight schedule published for booking and ticketing, updated as of 15:00 (Hanoi time) on the day before the scheduled departure date. When a flight is expected to be delayed, we will promptly notify passengers, apologize, state the reason, and update the new estimated departure time on the airport's Flight Information Display System (FIDS) at least once every 30 minutes.

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:

• Our fleet
• Business Class seats
• Premium Economy seats
• Economy seats

For more information about boarding procedures, taxes, fee, charges and surcharges, please kindly refer to the following links:

• Online check-in
• Taxes, fees & surcharges