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Passengers are required to have adequate travel documents for all flights on all concerned airlines and to abide by national laws and regulations. Passengers who purchase tickets on website/apps of Vietnam Airlines for routing from Vietnam to Australia must have complied vaccination requirement of Australian government. Vietnam Airlines does not take responsible if passengers are denied entry into any country.
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IMPORTANT INFORMATION: Your country/region is United Kingdom and payment will be charged in Great British Pounds (GBP). According to regulations of the Ministry of Finance, E-VAT invoices are only issued for payment in VND. In case of paying by other currency, you may change website country/region (click here).
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If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.
Notice
According to Vietnam Government's new regulations applying to all domestic routes, passengers are required to complete the Medical declaration on PC-Covid.
For more information on travelling requirements and guidance to submit the Passenger’s Information, please click here.
Passengers are required to have adequate travel documents for all flights on all concerned airlines and to abide by national laws and regulations. Vietnam Airlines does not take responsible if passengers are denied entry into any country.
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For force majeure circumstances and to safeguard passengers' safety, Vietnam Airlines must adjust departure times earlier or later than scheduled. The involuntary rebooking feature allows passengers to actively change flights to fit their schedules.
To rebook, passengers click on a link attached to the notification sent to the phone number or email address provided when purchasing the ticket. Passengers are allowed to rebook once each time Vietnam Airlines sends a notification. The time limit for passengers to rebook is 48 hours after receiving notification.
If there is no suitable flight, passengers may request a refund, which applies to tickets purchased on Vietnam Airlines' website/app and whose departure time is adjusted 4 hours earlier/later than scheduled.
For more details, passengers refer to the following sections:
• Involuntary rebooking conditions
• Involuntary rebook and refund instructions
Involuntary rebooking is a feature that allows passengers to confirm, change, or request a ticket refund online when there is a change to their flight schedule.
You can involuntarily rebook your flight in the following cases:
• Vietnam Airlines flights with a flight time change of 15 minutes or more, except for flights with numbers ranging from 2000 to 4999 and 9000 to 9999.
• The rebooking should be made within 30 days to 6 hours before the original departure time for domestic flights, domestic flights connecting to international flights and vice versa; at least 6 hours before the original departure time for international flights.
• Affected passengers meeting our criteria will receive a flight schedule change notice with a link via the email address or phone number registered at booking (applicable to phone numbers in Vietnam). Customers can rebook flights 01 time within 48 hours of receiving the notice.
The feature allowing passengers to rebook their flights when Vietnam Airlines reschedules a flight does not apply to the following cases:
• Itineraries that combine flight segments or tickets from other airlines;
• Tickets booked with paid additional or special services;
• Flights departing during peak periods;
• Changing the service class and/or itinerary, switching to another airline's flights, or canceling a flight.
When sending a flight schedule change notice to customers, we have already confirmed the new flight time. You can take the flight as notified without reconfirming. If you wish to change flights, please click the link included in the notice.
If you want to change flights, please click the link included in the flight schedule change notice to proceed.
For tickets purchased on the Vietnam Airlines website/app, please follow the instructions below:
• In case of the new flight time change of 4 hours or more compared with the original schedule, please click the link included in the flight schedule change notice to proceed with the refund.
• In case of the new flight time change of less than 4 hours compared with the original schedule, please submit a refund request using the Refund Request Form or send an email to onlinesupport@vietnamairlines.com for assistance.
For tickets purchased at a Ticket Office/Agency: Please contact the place of purchase for assistance.
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