Refund, Cancellation, and Ticket Change

1. Refunds subject to a fee

Fare classes with refund eligibility.

2. Refund fee

• The strictest conditions of the refunded itinerary segment and the Airline’s published fee table for each market apply.
• Refundable amounts after deducting the refund fee may include: fare, taxes and fees, and collected charges.
• Non-refundable items, if the request originates from the passenger: ancillary services that are not refundable.

3. Refund conditions

The ticket must satisfy all of the following:

• The ticket is still valid.
• It includes an unused flight segment for which the refund is requested.

• Purchased ticket with refund eligibility → refunded in accordance with the rules.
• Ticket without refund eligibility → only taxes and charges collected on behalf of authorities are refunded.

1. Tickets with refund eligibility and seat cancellation at least 03 hours before departure

• Refund after deducting the refund fee and any non-refundable charges.
• Ancillary services are not refunded.

2. Tickets with refund eligibility but seat not canceled at least 03 hours before departure

• Both refund fee and no-show fee apply. Refund after deducting the no-show fee, refund fee, and any non-refundable charges.
• Refund request deadline: within 12 months from the date of original ticket issuance.

3. Non-refundable tickets

• Only taxes and collected charges are refunded. Passengers must visit the central ticket office to complete the refund procedure.
• Applicable: ticket office processing fee.

4. Involuntary refund by the airline

Cases excluded under Circular 14/2015/TT-BGTVT

• According to the irregular flight support policy.
• Refund applies to: fare, surcharges, and collected charges; excluding ticket issuance fee and processing fee.

Change fee

Applies according to the Airline’s current fee table for each market and any fare difference, if applicable.

Fare level when changing

The applicable change fare must be equal to or higher than the fare originally purchased by the customer.

Non-refundable fees

The change fee and base fare difference are non-refundable under all circumstances.

Applicable conditions

Applies only to tickets with conditions allowing changes. Fees are applied according to the strictest conditions of the changed itinerary segment, calculated per passenger/per change. There is no limit on the number of changes as long as the ticket remains valid.