Policies on procedure of ticket refund, reroute and rebook requests.
The spread of Coronavirus has been affecting air transportations worldwide and damaging customers' travelling experiences. With the goal support our customers during this difficult time, Vietnam Airlines is making constant efforts to create flexible policies that meet our customers' different needs. Thank you for your patience if there are any unexpected slowdown in the process of managing refund, reroute and rebook requests.
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 (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.
AS FOR DOMESTIC TICKETS
1. Refunds, keeping your tickets or changing your travel dates and times or itinerary
Please send your request before departure to onlinesupport@vietnamairlines.com with the following titles:
- If you want to keep your tickets: Keeping ticket + flight date written on the ticket + itinerary
Example: Keeping tickets + 20 August 2020 + Hanoi - Ho Chi Minh city.
Please note that the keeping of tickets must comply with the conditions for changing tickets according to the table below.
- If you want to change your travel dates and times or itinerary: Changing ticket + flight date written on the ticket + itinerary
Example: Changing tickets + 20 August 2020 + Hanoi - Ho Chi Minh city.
- If you want to refund: Refund + flight date written on the ticket + itinerary.
Example: Refund + 20 August 2020 + Hanoi - Ho Chi Minh city.
2. Ticket change and refunds - terms and conditions
2.1. Flights to/from Danang canceled from July 28 to August 11, 2020:
Changing tickets
- Maximum number of changes allowed: 02 .
- First change: Free of charge.
- Second change:
+ Change before departure date of the flight written on ticket: Free of charge.
+ Change on/after departure date of the flight written on ticket
Flight Pass tickets: the change fee is VND600,000 per change.
Refunds
- Refunds in the form of Travel Voucher: Free of charge.
- Refunds in the original payment method: Free of charge. Your refund will be completed 2 months after your refund request is sent.
- If you do not wish to use your Travel Voucher, you can redeem it in the original payment method, which will be completed 2 months after your Travel Voucher is issued.
2.2. Wholly domestic flights from July 28 to August 31, 2020:
Changing tickets
- Economy Lite and above:
+ Change before departure date of the flight written on ticket: You can change your tickets up to two time without fees.
+ Change on/after departure date of the flight written on ticket: Follow fare rules of your current ticket, except for Economy Lite which presents a change fee of VND600,000.
- Economy Super Lite and Flight Pass:
+ Change before departure date of the flight written on ticket: VND300,000 per one change request.
+ Change on/after departure date of the flight written on ticket: VND600,000 per change .
Refunds
- Economy Lite/Super Lite tickets can be refunded in the form of Travel Voucher with an additional fee of VND300,000. This Travel Voucher cannot be redeemed in the original payment method.
- Economy Classic and above:
+ Refunds in the form of Travel Voucher: Free of charge
+ Refunds in the original payment method: Follow fare rules of your current ticket. Your refund will be completed 2 months after your refund request is sent.
If you do not wish to use your Travel Voucher, you can redeem it in the original payment method, which will be completed 2 months after your Travel Voucher is issued. Refund fee follows fare rules.
Notes:
(*) Applicable for tickets issued in Vietnam market.
(**) With regard to changing tickets: new flight date must be on/before December 31, 2020. Customers opting for change requests may have to pay additional fare, tax/fee/charges and surcharge difference (if any).
(***) Travel Voucher can be used to buy Vietnam Airlines' tickets and ancillaries/services.
2.3. Tickets issued from 10/04/2020 to 31/05/2020:
- These tickets can be rebooked/rerouted once without fee and restrictions, the new flight date must be on/before 20/12/2020. Please note that rebook/reroute requests are subjected to fare, tax/fee/charges and surcharge difference (if any). Change must be implemented at least 3 days before the new flight date. Next changes will be complied following regular fare rules.
- Bookings which are under no exceptions or different regulations will be administered under Circular no. 81/2-14/TT-BGTVT of the Ministry of Transport.
AS FOR INTERNATIONAL TICKETS
- Passengers with tickets issued before 31/3/2020:
- Regarding rebooking or rerouting requests: Customers who wish to change their departure date(s) are welcomed to rebook/ reroute their flights before 31/12/2021 with no further restrictions or waiver fees. Please keep in mind that your tickets might be subjected to a fare difference or additional taxation/ fee/charge/surcharge.
- Regarding refund requests: Customers are kindly advised by us to keep your current ticket in order to rebook on upcoming days. However, if a refund is necessary, customers are offered to get a refund with travel vouchers without fee, validating for 1 year after the voucher’s issued date to purchase other Vietnam Airlines services in the future.
- Ticket–related requests will be processed before 31/12/2020.
- If other requests or consultations are needed, please feel free to contact any Vietnam Airlines branch office for further assistance.
- Passengers with tickets issued during 10/4/2020 - 31/5/2020:
- Customers are entitled to 01 free rebooking with the condition that the new flight date must be on/before 20/12/2020.