If passengers cannot take their flights and voluntarily want to refund tickets or make changes (including changing tickets and canceling reservations), please refer to Vietnam Airlines' instructions for the following cases.

Voluntary refund

Voluntary refund is applied according to fare conditions. To refund tickets purchased on Vietnam Airlines website/app, passengers can choose one of the following methods:

  • Actively refund tickets and cancel seats in the section "Manage Booking" - "Post-sales help" - "Ticket refund (seat cancellation and ticket refund)" on Vietnam Airlines website. For detailed steps, passengers can learn more about Ticket Refund Instructions.
    • The ticket refund function on the website does not apply to the following cases:
      • Tickets purchased before April 18, 2024;
      • Tickets refunded on the same day of purchase;
      • Tickets have been changed;
      • Partially used tickets;
      • Tickets paid by Cash and Miles, Konbini, Payment at bank counters, Payment at convenience stores.
    • In case the ticket refund function is not applicable on the website, please submit Refund Request to Vietnam Airlines.
  • Submit a Refund Request or send email to our helpdesk via onlinesupport@vietnamairlines.com;
  • Contact Vietnam Airlines offices.
Note:
  • Ticket refund requests must be sent from the email address you registered during the booking and ticket purchasing process.
  • For tickets paid later at the counters of Saigon Commercial Joint Stock Bank, Vietnam Technological and Commercial Joint Stock Bank, Joint Stock Commercial Bank for Foreign Trade of Vietnam, Vietnam Cooperative Bank or paid later at convenience stores: Refunds only apply at Vietnam Airlines ticket offices.
  • Fare conditions and refund fees are displayed during the ticket purchase process. Please read the information carefully to know the ticket refund conditions. In case the ticket is eligible for refund, Vietnam Airlines will refund immediately after passengers submit the request. Notification of ticket refund results will be sent to the registered email address.
  • For tickets paid later at bank branches and convenience stores, please contact Vietnam Airlines ticket offices in Vietnam.

Voluntary ticket change

Voluntary ticket change is the change of itinerary, flight, or class of service. To avoid no-show fees, passengers need to change to a new flight/class of service at least 03 hours before the departure time of the old flight.

General conditions

The ticket exchange function on Vietnam Airlines' website/app only applies to tickets that meet the following conditions:

  • Tickets were purchased on the Vietnam Airlines website or app;
  • The fare includes exchangeable conditions;
  • Only exchange for a new itinerary/ticket type at an equal or higher fare. Passengers pay for the fare difference (if any);
  • Only exchange for the same itinerary type (one-way or round-trip);
  • The exchange fee is not refundable in any circumstances;
  • Ticket exchange period: before the flight date;
  • For special cases, please contact the Contact Center or submit a request to onlinesupport@vietnamairlines.com.

Notes: For reservations with under-2-year-old infants, please submit your ticket exchange request to onlinesupport@vietnamairlines.com.

Instructions on ticket exchanges

For tickets issued before April 18, 2024, passengers can select one of the following options:

For tickets issued from April 18, 2024 onwards, passengers can select one of the following options:

Voluntary booking cancellation

Voluntary booking cancellation is the cancellation of one or more routes in the itinerary without an immediate fare refund. To avoid no-show charges, passengers should exchange for a new flight or request a refund at least 03 hours before the departure time of the former flight.

Passengers requesting booking cancellations are informed of the following information:

  • Ancillary services are not exchangeable/refundable.
  • Non-exchangeable or non-refundable ticket classes cannot be exchanged or refunded after cancellation. Please refer to our fare rules here.

Guides for booking cancellation

The cancellation function only applies to tickets purchased on Vietnam Airlines' website/app. For more information, please refer to the Guides for booking cancellation.

Instructions for rebooking

To rebook, passengers should contact the ticket office or Vietnam Airlines Contact Center within the ticket's validity period, or contact the ticket purchase helpdesk at the following phone number:

Passengers who purchase tickets using Vietnam Airlines' website/app can make a reservation request to onlinesupport@vietnamairlines.com.