US MARKET TICKET CHANGE AND REFUND POLICY
COVID19, Public Health Emergency

To: Value Agents,

In the context of the COVID-19 virus variants, Vietnam Airlines (VNA) is constanly updating the latest information to help passengers conveniently look up and prepared for safety journey via the link.

This notice is an update of the handling for rebook, exchange, and refund for tickets in the U.S market via ARC Agent under the reason of public health emergency due to COVID19.

Waiver code 356TTBSP for exchange or refund and apply to all VN738 was issued in the U.S market.
Effective for Travel date: From 1/24/2020 to 12/31/2020 and replacing the waiver code 664TTBSP.
Effective for ticket issue date: on/before 12/31/2020.
Effective handling valid from 7/01/2021 to 6/30/2022.

Rebook/Exchange:

• The unused ticket number auto be valid for a credit travel of the original journey..

• For any ticket with routing from or within Vietnam: Contact us via email for instruction.

• The new travel date must not exceed 12 months based on the flight departure of original ticket and before 12/31/2022.

• Rebook/exchange fee will be waived.

• The additional fare and tax will be collected.

• From Agent's GDS system allows to booking DS segment to do exchange ticket with required text message in ED box of new ticket "INVOL 356TTBSP force majeure. refund penalty may apply."

• Agents must do equal exchange ticket if the new fare is lower than original ticket.

• EMDS/Voucher Credit: not applied in the U.S market.

Refund:

• Involuntary full refund will be accepted for any unused ticket issue on/before 3/31/2020 and only the international ticket was issue from 4/01/2020 to 12/31/2020.

• All ticket must be active in GDS system.

• Due to the impact of COVID19 which has caused lack of resources.

• As the impacted of COVID19, the refunds may be delayed more than usual due to limited power and resources.

• For any ticket already exceeds 13 months and are not active in your GDS and IAR, please submit the Refund Applications form to our Branch before 6/30/2022 via the email address: refund-reroute.us@vietnamairlines.com.

• For the partial refund ticket: If the used/flown fare portion is higher than the entire ticket amount, then none- left amount for refunds.

• Non-refundable ticket will not be applicable after 7/31/2020. Rebook/exchange fees will be waived.

• EMDS/Voucher Credit: not applied in the U.S market.

• Manual refund on IAR ET/ARC are not allowed. Penalty may apply up to $100.00USD per violation.

• Ticket issuance fee $25.00 may apply.

We are working to assist impacted customers in a way that are flexible and fair. We appreciate your cooperation.

Sales Department
VIETNAM AIRLINES BRANCH IN THE U.S.A
1388 Sutter St # 500 - San Francisco - Ca 94109