Helpdesk

From April 18, 2024, Vietnam Airlines will transform our passenger service system. Some features and services may be impacted due to technological reasons resulting in increased ticket exchange requirements. To actively adjust your schedule, choose one of the following two options:

1. Actively exchange tickets on the website/app to save time

• New travelling date: between April 18, 2024 and April 27, 2024.

• Applicability: Tickets purchased on Vietnam Airlines website/app and meet the requirements below.
   ○ Exchangeable ticket, refer to the Fare rules.
   ○ The ticket includes only domestic routes, and only one route is unused. For example:
      a. Ticket with itinerary Hanoi-Da Nang that has not been used and requires exchange.
      b. Ticket with itinerary Hanoi–Da Nang–Hanoi where the Hanoi-Da Nang segment has been used, and the unused Da Nang–Hanoi segment requires exchange.

• Perform ticket exchanges: Buy a new ticket on the Vietnam Airlines website/app and, at the same time, refund the old itinerary ticket. The specific steps are as follows:
   ○ Step 1: Buy a new ticket on the Vietnam Airlines website/app;
   ○ Step 2: Send a ticket refund request for the old itinerary to the email address onlinesupport@vietnamairlines.com
   We will refund the old ticket at a fee equal to the ticket exchange fee. Passengers should actively exchange the tickets before the flight date to avoid paying additional no-show fees.

• Time to submit a refund request for the old itinerary: on the day of the new ticket purchase.

• The requested content includes the following information:
   ○ Ticket number of the old itinerary;
   ○ Reservation code or ticket number of the new itinerary.

2. For assistance with ticket exchange, please contact the Contact Center at onlinesupport@vietnamairlines.com.