Flexible Refunds and Rebooking flights affected by the coronavirus pandemic

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

Contact An Agent

We are sincerely aware that the spread of Coronavirus has remarkably halted all transportations worldwide and hence, damaged customers’ travelling experiences. With the goal to assist and guide customers whose tickets are issued during the time of the outbreak, Vietnam Airlines are working against the clock to come up with flexible policies to deal with customer requests. We are asking for our customers’ empathy and patience if there are any unexpected slowdowns in the process of managing refund, reroute and rebook requests.

Vietnam Airlines
  1. For passengers with International Ticket:

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.

Vietnam Airlines Fleets
  1. For passengers with Domestic Ticket:

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. Customers can refer to the Circular no.81 here
Update on exceptional regulation can be referred here

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

Vietnam Airlines Call Center

  • Domestic call: 1900 1100
  • International call: +84 24 38320320
  • Email: Telesales@vietnamairlines.com

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