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Do you need to change your travel plans due to Covid-19 ? Vietnam Airlines

To support our passengers with flights affected by the coronavirus pandemic, Vietnam Airlines' change and refund policy has become more flexible, better serving our customers' various needs.

REBOOK/REROUTE/REFUND PROCEDURE:

    For tickets issued in booking-office: customers are advised to contact the office where your tickets are issued or as an alternative, customers can fill in form for Refund, Rebook requests here ( not applicable in Vietnam and US market).

    For tickets issued on Vietnam Airlines websites/app: customers are advised to send requests to Vietnam Airlines customer service center through onlinesupport@vietnamairlines.com or fill in Refund, Rebook requests Form here.

Ticket Change And Refund Policy (Latest updated 04th Apr, 2022)

1. Scope of application

- Applicable to Vietnam Airlines’ tickets, and
- Tickets with itinerary entirely within Vietnam and seats confirmed.

2. Involuntary change / refund
Involuntary change/refund is the change/refund made due to the impact of Covid-19 in Vietnam, including:
- flight delays/cancellation or change of departure time by 15 minutes and/or above,
- passengers who are requested to undergo quarantine or affected by travel restriction at the government’s request,
- other causes of force majeure.

Depending on the time your flight is changed, customers can change/refund their flight date or itinerary as follows:

2.1. Change of flight date or itinerary
- Flight change: Passengers experiencing flight departure time changes of 15 minutes or more or flight cancellations are entitled to change their tickets once at no fee. Other changes follow fare rules.

- Itinerary change:
+ Flight departure time changes of 15 minutes or more: ticket change follows fare rules.
+ Flight departure time changes of 2 hours or more, or cancellation: Customers are allowed to change 1 time free of charge. Other change follows fare rules.

2.2. Ticket refunds:
Passengers can choose one of two refund methods for flights with departure time changing from 4 hours or more as follows:
- Refund tickets to Travel voucher.
+ Get 100% refund, free of charge.
+ Travel Voucher is used to pay for the next purchase of tickets and services of Vietnam Airlines (only applicable to passengers named on Travel Voucher). Travel Voucher can be used to pay for tickets/serviced immediately after 5 days until 1 year from the date of issue.
+ After 3 months from the date of issue, if there is no need to use, the Travel Voucher can be refunded to the original form of payment (*).

- Refund tickets to the original form of payment (cash, account, etc.)
+ Refund period: after 3 months from the date of last flight stated on the ticket (*)

Note:
(*) The refund of Travel Voucher or ticket to the original form of payment applies to the following cases:
- Ticket is refundable: refund fee is waived if the flight change is due to Vietnam Airlines’ fault. However, refund fee will be collected according to the fare condition if the flight is changed due to government request or force majeure or epidemic.
- Ticket is Non-refundable: refund fee is waived if flight is changed due to Vietnam Airlines' fault for flight before Jan 29, 2021 and after May 01, 2021.
Passengers are required to change, refund or cancel their tickets at least 3 hours before departure time, otherwise the change/refund will be applied according to section 3 "Voluntary change/refund".

3. Voluntary change/refund of tickets
Voluntary change/refund is the change/refund of the ticket at the request of the customer.

3.1. Ticket change:
- Subject to fare rules.

- For tickets with departure date from May 1, 2021 to June 30, 2021 and request to cancel unused seat at least 3 hours before flight time:
+ Tickets that are allowed to be changed: Can be changed once for free.
+ Tickets that are not allowed to be changed: Can be changed once with a fee of VND 360,000.
+ Customers have to pay the price difference and tax/fee/surcharges, if any.

- For tickets issued from December 16, 2021 to December 31, 2021 and request to cancel unused seats at least 3 hours before flight time:
+ Change 1 time for free.
+ Customers must pay the fare difference and the tax/fee/surcharge, if any.

- For tickets issued from February 01, 2022 to Jun 30, 2022 and request to cancel unused seats at least 3 hours before flight time:
+ Change: free of charge.
+ Customers must pay the fare difference and the tax/fee/surcharge, if any.

- For customers quarantined at the authorities' requests or affected by the authorities' travel restriction:
+ Tickets can be changed 01 times for free if customer cancels unused seats at least 3 hours before flight time
+ Customers have to pay the price difference and the tax/fee/surcharge, if any.
(Customers must present documents with valid date and certified and red-stamped by competent authorities regarding their presence in the affected area, as well as the period of restricted travel at the abovementioned place.)

- For other cases, please follow the fare rules.

3.2. Ticket refunds:
For refundable tickets, passengers can choose one of the following two methods:

- Refund tickets to Travel voucher:
+ Get 100% refund value with fees waived.
+ Travel Voucher can be used to pay for tickets/serviced immediately after 5 days until 1 year from the date of issue.
+ After 3 months from the date of issue, if there is no need to use, the Travel Voucher can be refunded to the original form of payment with refund fees charged.

- Refund tickets to the original form of payment (cash, account, etc.)
+ Refund fees: according to fare rules
+ Refund period: after 3 months from the date of last flight stated on the ticket.

Notes:
For tickets issued at ticket agencies that are eligible for refund with travel dates from/after January 29, 2021: Travel Voucher can be transferred to agency's name.
Passengers must refund or cancel their seats at least > 3 hours before departure time, otherwise passengers will have to pay refund and no-show fees.

To change or cancel your flights/tickets automatically, please select the functions below:
- Auto Cancel Your flights.
- Auto Refund Tickets to Travel Voucher.
- Auto Exchange Tickets.

4. Refund/exchange policy for passengers infected with Covid-19 (F0)
- First change and before the flight date shown on the ticket:
+ Change fee: Free.
+ Passengers must pay the difference in fare/tax/additional charges if any.

- Other changes: Follow the fare conditions

- Refund tickets to specified Travel Voucher:
+ Refund to specified Travel Voucher (Travel Voucher specified with passenger’s name): Free of charge 
+ Redeem specified Travel Voucher at Vietnam Airlines ticket offices: Free of ticketing fee.

- Other terms
+ Apply: from March 8, 2022 to June 30, 2022
+ Passengers send request for refund at least 6 hours before the flight’s departure time and complete documents to prove F0 within 24 hours after submitting request for refund.
+ Passengers provide a positive test for Covid-19 from the hospital/ward/district health clinic or licensed medical organizations for Covid-19 testing. The time to confirm the test results must be after the ticket issuance and before at least 10 days to the departure time.
+ Passengers traveling with F0: follow fare conditions to change/refund tickets 


Tickets issued before December 31, 2020 and affected by Covid-19 epidemic

1. Refund / exchange policy
Customers can change their ticket to a new flight date or to a different itinerary with the departure date until December 31, 2022 and are exempt from the restrictions on ticket change and change fee. You may have to pay the fare difference and any additional taxes, fees or surcharges, if any.

Vietnam Airlines encourages customers to contact us to extend ticket validity while the ticket is still available on the reservation system (up to 13 months from the first flight date on the ticket). When a new flight date is set, customers will be eligible to free ticket exchange.

In case you wish to refund, for tickets with refundable conditions, they can be refunded to Travel Voucher with no refund fee charged. The Travel Voucher is valid for 01 year from the date of issue and can be used to purchase services of Vietnam Airlines in the future.
Ticketing change process can take up until June 30, 2022.

2. Travel Voucher extension policy for international itinerary
Unused and valid Travel Voucher refunded from an international ticket from March 2020 can be extended.
You can contact your place of purchase or Vietnam Airlines Call Center (for tickets issued online on our website/mobile app) to extend the validity of your Travel Voucher up to 1 year from the date of extension.
Travel Voucher extension process takes place from January 15, 2021 to June 30, 2022.

Tickets issued from 01/01/2022 to 30/6/2022

1. Change and before the flight date shown on the ticket:
- Change fee: Free.
- Passengers must pay the difference in fare/tax/additional charges if any.

2. Other changes/Refund: Follow the fare conditions

Refund/exchange policy for passengers infected with Covid-19 (F0)

1. First change and before the flight date shown on the ticket:
- Change fee: Free.
- Passengers must pay the difference in fare/tax/additional charges if any.

2. Other changes: Follow the fare conditions

3. Refund tickets to specified Travel Voucher:
- Refund to specified Travel Voucher (Travel Voucher specified with passenger’s name): Free of charge 
- Redeem specified Travel Voucher at Vietnam Airlines ticket offices: Free of ticketing fee.

4.Other terms
- Apply: from March 8, 2022 to June 30, 2022
- Passengers send request for refund at least 6 hours before the flight’s departure time and complete documents to prove F0 within 24 hours after submitting request for refund.
- Passengers provide a positive test for Covid-19 from the hospital/ward/district health clinic or licensed medical organizations for Covid-19 testing. The time to confirm the test results must be after the ticket issuance and before at least 10 days to the departure time.
- Passengers traveling with F0: follow fare conditions to change/refund tickets 


How can I get a voucher?
You can send a refund request to voucher here, the voucher will be sent to the original email address of the customer. Or you can use the Refund function on our website, details can be found here.

How long is the voucher valid?
Voucher is valid for 1 year from the date of the request.

What kind of Vietnam Airlines's services can redeem from voucher?
Customers can use this voucher to buy tickets, luggage and other complementary services of Vietnam Airlines

Is the value of the voucher equivalent to the ticket value?
The value of the voucher is equivalent to the value of the ticket, depending on the market and place of ticket issuance, customers will receive different offers. For more details, please contact to our hotline or Vietnam Airlines branch / ticketing agent

Do I have to pay the difference between the new ticket and the old one?
You could be charged the fare difference, taxes, fees and surcharges (if any)