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Vietnam Airlines (VNA) believes that in addition to requirements of safety, on-time performance and comfort, we are expected to provide service that meets the individual needs of each customer. It is our objective to exceed customer expectations by creating added value. However, occasionally, there are unforeseen events that may affect our ability to meet our customer expectations. These irregularities are caused by events within our responsibility, as well as those beyond our control, such as weather or traffic congestion at the airport. Therefore, VNA has established this Customer Service Plan to inform our customers of the service provided amid unpredictable and uncertain situations regarding your flight in the following areas:
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