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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.
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Purchase Pay-later reservation* Apply only for reservations made from www.vietnamairlines.com, selecting Pay Later option in Vietnam Domestic Payment in payment page.
TripCARE, a collaboration between PVI and Chubb, covers up to 1.6 bil VND for Personal Accident, Medical Expense and Travel Inconvenience; supports Worldwide Medical Emergency Assistance 24/7.
TripCARE can be purchased by Visa/MasterCard/JCB and Vietnam local payment card with pay now method.
By selecting TripCARE, I acknowledge and agree with Benefits, Policy Wordings and Declaration and Authorization.
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Taxi service between the airport and the city serves you safely and conveniently by the most reputable and quality taxi companies with a predetermined time and a clear, transparent amount.
Please find the PDF flight schedule from 27 October 2019 to 28 March 2020 for flights operated by Vietnam Airlines and other codeshare partners as below:
» Operated by Vietnam Airlines & other codeshare partners VIEW DETAIL (PDF)
» Hanoi – Danang - Ho Chi Minh City flights VIEW DETAIL (PDF)
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> Baggage Fee
> Optional & Special Service Charges
> Taxes, Fee, Charges & Surcharges
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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 customer’s benefits, we address a number of services in Vietnam Airlines Customer Service Plan while you take Vietnam Airlines’ flights.
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 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 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 oversales occur.
2. Take responsibility for baggage damage
If your checked baggage may be damaged or does not come off the conveyor belt, please file a report with 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 conditions of carriage of Vietnam Airlines and chapter VIII of conditions of cargo carriage of Vietnam Airlines.
3. Provide information of Air Tickets Cancellation/Refund or Change
For refunding your tickets, please contact the issuing offices for assistance.
For refunding your tickets purchased on Vietnam Airlines’s website, please contact Vietnam Airlines branch offices or complete Refund request form and email to refund-online@vietnamairlines.com from your registered email address. 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 that was used to purchase the tickets.
For detailed information regarding the ticket cancellation, refund or change, please kindly 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
4.2. Services provided while passengers are on board for flights to/from Republic of Korea
On the very few occasions where flights are delayed whilst 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, we want to give our passengers the following assurances:
5. Notify customers in a timely manner of changes in itineraries
We will notify in a timely manner of changes on your flight when there is a change 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.
If you purchase tickets on website www.vietnamairlines.com, we will send the schedule change notification to your registered email.
6. Disclose other policies that affect your travel
We provide information of our baggage allowance policy on website at Baggage Information. The changed policy regarding baggage fee or free baggage allowance shall be published regularly on our website
In case that you book joint operation ticket, you should take notice that the operating airline takes responsibilities for boarding procedure and baggage policy.
The cabin arrangement which shows seat layout (including seat pitch, seat, and width), location of emergency exit is clearly displayed on our website at below links:
For more information about boarding procedures, taxes, fee, charges and surcharges, please kindly refer to below links:
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