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GENERAL
Vietnam Airlines (VNA) believes that in addition to the conventional 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. Inspite of success in this objective most of time, there are unforeseen events that affect our ability to meet our customers' satisfaction. 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 about the service provided amid unpredictable and uncertain situations at the time of your flight. This Customer Service Plan applies only to flights to, from and via the U.S. • Advise about the lowest available fares. • Provide prompt ticket refunds. • Delays, cancellations and diversions. • Deliver baggage on time. • Accommodation of customers with special needs. • Overbooking. • Response to customer comments and concerns. • Provide customers with related information (aircraft information, flight situation, VNA Lotusmiles, other policies)
RESERVATION AND TICKETING
Advise about the lowest available fares. Customers calling VNA's Call Center, visiting our website (www.vietnamairlines.com) will be offered the lowest available published fares, when customers provide specific dates, including the planned date of departure, preferred time, class of service and date of purchase . VNA will disclose on its website, at the ticket counter, or when a customer calls our reservation center to inquire about a fare or to make a reservation, that the lowest fare offered by VNA may be available elsewhere. if that is the case.
Provide prompt ticket refunds
VNA is dedicated to provide refunds of tickets to our customers with minimal inconvenience. Passengers can cancel their reservation and receive a full refund without a penalty within twenty - four (24) hours after the reservation is made if the reservation is made one (1) week or more before departure. After this twenty four (24) hour period, the refund amount will be calculated based on the fare rules of the tickets.
For refunds of all eligible tickets purchased from Vietnam Airlines with credit cards, for flights to and from the U.S., refunds will be forwarded a credit to your credit card company within seven (7) business days of receiving the required information. Please be advised that the credit card issuer will refund the purchase price under the terms of the credit card agreement; the refund transaction may take up to 2 billing cycles to reflect on your credit card statement. For refunds of all eligible tickets purchased with cash or checks purchased from Vietnam Airlines for flights to and from the U.S. , refunds will be provided within twenty (20) business days of receiving a complete refund request, including refunding fees charged to a passenger for optional services that the passenger was not able to use due to an over sale situation or flight cancellation. If your ticket is purchased through a travel agent, please contact your travel agent for refund request.
AT THE AIRPORT/ ON BOARD
A. Delays, cancellations and diversions Occasionally it is necessary to delay, cancel or divert flights due to various conditions, such as congestion at the airport or poor weather conditions. In these instances, we are committed to provide all customers, whether at the airport or on board the aircraft, the best available information as quickly as possible. When this happens we will make available the most current, accurate information about your flight's status that we have. This includes providing information about a change in the status of a flight to or from the U.S., a delay of 30 minutes or more in the planned operation of a flight or a flight diversion. When the change is made within a week of departure we will make information available within 30 minutes of becoming aware of the change. We may use one or more ways to communicate this information: providing information in the boarding gate area of a flight; on airport flight status display boards; upon request via phone with Vietnam Airlines’ Contact Center; in flight status updates on our website; and in text/SMS and email alerts for customers who provide that contact information directly to Vietnam Airlines.
When major delays or cancellations occur and VNA is unable to provide transportation to the final destination on the expected arrival date due to events within our responsibility, VNA will provide accommodation subject to availability. Regardless of the circumstances we are dedicated to minimize your inconvenience and burden as much as possible. Services provision at the airport: The passenger having confirmed ticket and having been informed of the delayed/cancellation shall be provided with following service: • From 1 hour to less than 2 hours: Drink • From 2 hours to less than 6 hours: Meal and drink • More than 6 hours: Accommodation
Compensation payment: • For flights outside Vietnam: Compensation, if any, shall be applied in compliance with the current law of concerned countries or our regulations.
Waiver of liability: Under the provisions of the Government of Vietnam , we shall be exempt obligation to provide services and compensation in the following cases: • The delay or cancellation flight caused by Force Majeure conditions as Act of God, war, strike, aviation security, request of competent authorities. • We prove that passengers have been informed of the cancellation no later than 24 hours prior to the scheduled time of departure; or that passengers have not registered their contact address; or failure to contact with their registered address. • If passenger is denied boarding due to the passenger‘s reasons (health status, disease, passenger’s failure to comply with Carrier’s Conditions of Carriage/ The terms and conditions of the contract of carriage/ laws and regulation), aviation security, request of authorities. • Other Force Majeure events occur.
B. Baggage delivery VNA will make every effort to ensure that checked baggage travels on the same flight with the customer. In the event the baggage does not arrive on the same flight, please notify our staff upon arrival. VNA will make every effort to return mishandled baggage within twenty four hours and return it to you as quickly as possible. Customers will be provided with updated information relating to the missing baggage until its return. If you have expenses resulting from a baggage delay and are eligible to receive compensation according to applicable international agreements, VNA will compensate you for reasonable and necessary out-of-pocket expenses. If your bag is lost, VNA will reimburse you for any fee charged to transport that bag.
In the further unlikely event that your baggage cannot be located or your baggage is damaged, we will pay compensation for lost or damaged baggage as required by applicable international agreements and according to our Conditions of Carriage. Moreover, in cases of lost (even temporarily) or damaged baggage, we will reimburse passengers for any fees paid for carrying such baggage. C. Accommodate customers with special needs VNA will assist passengers with special needs, such as those traveling with infants, accompanied minors, elderly, expectant mothers, customers with disabilities, as well as those with illness or injury, so that they may travel safely and in comfort throughout their travel experience, including during lengthy tarmac delays. If needed the Call Center is available to assist customers with a disability, illness or injury in planning to board our international and domestic flights. Please contact VNA's Call Center for further assistance and details.
D. Overbooking
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 over sale, 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 over sales occur.
E. Comments and information
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.
Response to customer comments Customer comments and feedback are most welcome. VNA will respond to customer comments, requests and complaints at the first point of contact. VNA values your comments as they are a means to service improvement.
Flight to/from US: VNA shall acknowledge in writing receipt of each complaint regarding our scheduled service to the complainant within 30 days of receiving it and shall send a substantive written response to each complainant within 60 days of receiving the complaint. A complaint is a specific written expression of dissatisfaction concerning a difficulty or problem which the person experienced when using or attempting to use an airline's services. Comments, requests or complaints to VNA can be made on a Comment form available on board or on on-line at VNA's website (www.vietnamairlines.com).
Provide customers with information
We provide the following information on VNA's website (www.vietnamarlines.com), which we hope you find useful in making your trip more enjoyable. (Information is also available at VNA's Call Center, and airport counters and in-flight magazines). • Available seats, flight schedules, departure and arrival information, situation of flight operation, route information, and fare information. • Aircraft seating configuration, including seat size and pitch ranges on aircraft we operate. • Aircraft lavatory availability. • Terms and conditions that apply to your ticket and travel, including cancellation policies. • Reservations, purchase and payment of tickets. • Contents of service provided onboard and at airports. • Local travel information • Conditions of Carriage. • VNA’s frequent flyer program, Lotusmiles, new customer services, campaigns.
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