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

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:

Note:
  • Ticket refund requests must be sent from the email address you registered during the booking and ticket purchasing process.
  • 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 on the Vietnam Airlines website

Step 1: Passengers go to vietnamairlines.com and click "Manage Booking"; enter the Reservation Code (PNR) and Last Name and click "Search"; then select "Add Service".

Step 2: On the “Manage Booking” screen, passengers scroll to the “Post-sales help” and select “Cancel booking (no refund)”.

Step 3: On the “Request to cancel booking” screen, select the passenger and itinerary to be cancelled, accept the Cancellation Conditions, then select “Continue”.

Confirm the booking cancellation or make booking cancellation adjustments.

Enter the OTP code sent to the email address provided when purchasing the ticket.

Step 4: After the process is completed, a confirmation letter of successful cancellation will be sent to the passenger's email address.

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.