Conditions of Online Booking

I. Applicability:

This section applies specifically to the booking functions available on this Website and Mobile App. When using Vietnam Airlines' online booking facility to purchase tickets and add-on products, you accept and comply with the instructions, terms, conditions, and notes available on the website and app, including but not limited to the following: If this is not your intention and/or you disagree with any part of these applicable terms and conditions, DO NOT USE Vietnam Airlines' online booking facility.

II. Conditions of Using Online Booking Facility

A. The online booking facility is only for your personal and non-commercial use. You are not permitted to modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from the online booking facility.

B. Vietnam Airlines has taken steps in order to comply with the General Data Protection Regulation (GDPR). Accordingly, when a child is below the age of 16 or the minimum legal age as applicable under national law, you acknowledge that you are of legal age to use the booking facility in accordance with these Conditions of Online Booking and have legal obligations for any liability you may incur as a result of the use of the online booking facility. You are financially responsible for all uses of this Website and Mobile Applications by yourself and those using your login information. You will supervise all usage of the only booking facility under your name or account. You warrant that all information supplied by you and members of your household in using the booking facility is true and accurate.

III. Rules for Booking

A. When purchasing a ticket, you need to provide the passenger's full name including first name, middle name, family name, and date of birth exactly as they are shown on identification documents and other personal information as required by the relevant authorities as well as the carrier during the journey.

B. Reservations can be made for up to 9 passengers (excluding infants) per booking

• Infants: From 7 days to under 2 years old calculated according to the departure date of each flight.
• Children: From 2 to under 12 years old at the departure date of the first flight segment.
• Adults: From 12 years old at the departure date of the first flight segment.

C. Children must be accompanied by adults booked in the same reservation.

D. Infants without a seat will be issued a ticket at a discount of 90% off applicable adult fare.

E. Infants with a seat are currently not accepted for booking.

F. Children will be issued a ticket at a discount of 10% off applicable adult fare for Vietnam domestic routes, 25% off applicable adult fare for international routes.

G. Passengers under 12 years old traveling alone are required to provide a commitment letter of a legitimate representative to operating airlines.

For online booking and sales concluded through Konbini 7-Eleven, the payment period/due date for online bookings and sales through Konbini 7-Eleven will be 5 days before the date of flight departure.

H. Fares are exclusive for purchasing on Website and Mobile Applications and subject to the availability of seats, follow fare types and rules and other policies of Vietnam Airlines.

I. Your fare and reservation are not guaranteed until successful payment.

IV. Rules for Fares, Taxes and Fees

A. Total fare payments include all airport and passenger taxes, fees and charges applicable for the entire itinerary. However, some airport service charges may not be included due to the airport’s policy.

B. Vietnam Airlines headquarters is located in Vietnam, Vietnam Airlines shall not be responsible for any fees that may be levied by the issuing bank of your payment method while purchasing tickets on our Website and Mobile Applications. Please check with your issuing bank for details of the fees if any.

For online booking and sales concluded through Konbini 7-Eleven and other Konbini Payment Methods, “Vietnam Airlines JSC  will be the entity responsible for payment processing and will be the contracting party.

V. Rules for International Payment Card Verification

A. Vietnam Airlines only requires card verification for selected transactions. If your transaction is flagged for verification, you will receive an email to the address registered at the time of payment or our staff may request verification at the airport.

B. For ticket change/reroute, the cardholder is required to present the payment card (the physical card), e-ticket, ID or passport for verification of payment card at Vietnam Airlines office.

VI. Rules for Refund, Reroute, Change and Online Supports

i. If passengers do not receive an email notifying their ticket number from no-reply@service.vietnamairlines.com of Vietnam Airlines within 1 hour after successful payment, please contact our help desk for online tickets via the following number: (84) 19001100, email onlinesupport@vietnamairlines.com or Vietnam Airlines’ sales offices for assistance.

ii. To refund a ticket purchased via the Website and Mobile App, passengers can use the following options:

- Refund on the website under Manage Booking - Post-sale Support - Refund (Cancel Flights and Refund Tickets).

- Send a refund request to our help desk.

- Contact our help desk for online tickets via the e-mail onlinesupport@vietnamairlines.com. For itineraries to/from the United States, please send a refund request to onlinesupport.us@vietnamairlines.com.

- Contact Vietnam Airlines’ sales offices.

Notes:

- Refund requests must be sent from the e-mail address that you registered for booking and purchase.

- Fare conditions and refund fees are displayed during the process of purchasing tickets. Please read the information carefully for ticket refund conditions. In case ticket is eligible for refund, Vietnam Airlines will refund immediately after you submit the request. Notification of ticket refund results will be sent to your registered email address.

- For refunding tickets paid later at bank branches or convenience stores, please contact Vietnam Airlines’ sales offices for assistance.

- Depending on the fare rule, the refund may NOT be allowed or a refund fee may be applied. If the fare is non-refundable, the whole ticket cost including fare, tax, fee and charge is non-refundable. For some irregular flights, passengers should refer to the refund regulations in Vietnam Airlines Customer Service Plan.

iii. To change your reservation and itinerary for tickets purchased on the Website and Mobile App, you can use the following options:

- With regards to tickets issued before April 18, 2024:

+ Send a Ticket Exchange Request to our online ticket help desk;

+ Contact our online ticket help desk at the email address onlinesupport@vietnamairlines.com;

+ Contact Vietnam Airlines’ sales offices;

- For tickets issued from April 18, 2024:

+ Actively exchange tickets under "Manage Booking" - "Post-sales Support" - "Exchange Flights" on the Vietnam Airlines website/app;

+ Send a Ticket Exchange Request to the online ticket help desk;

+ Contact the online ticket help desk at the email address onlinesupport@vietnamairlines.com;

+ Contact Vietnam Airlines’ sales offices.

Notes:

- Change requests must be sent from the e-mail address that you registered for booking and purchase.

- If your ticket has been checked-in, please remove check-in at Manage Booking - Post-Sales Support - Remove check-in on the Vietnam Airlines website.

VII. Other rules

A. These Conditions of Online Booking refer only to your use of this Website and Mobile Applications. Other and separate conditions apply to the carriage of passengers, baggage and cargo by air, or any promotion which Vietnam Airlines may run from time to time. 

B. If you travel on a flight operated by Vietnam Airlines, the General Conditions of Carriage apply to the carriage of passengers, baggage and cargo by air.

C. Travel to some destinations may require a visa which is your responsibility to obtain. A valid passport with an expiration date in accordance with relevant countries’ regulations may be required during your trip.

VIII. Restriction of Use

A. You can not use the online booking facility to make any unauthorized, speculative, false or fraudulent reservation.

B. You can not:

• Resell the service of the online booking facility; or
• Use the online booking facility for any activity that breaches any law; or
• Use the online booking facility in a way that interferes with its availability for other users; or
• Use other means to transact or obtain information if you are unable to use the online booking facility.

If Vietnam Airlines, in its sole discretion, believes that you are in breach, or will be in breach, of any of these restrictions, reserves its right to cancel your booking without giving you a reason and /or without further reference to you.

IX. Personal Data

The Data controller for Data collected through online booking and sales concluded through Konbini 7-Eleven and other Konbini Payment Methods remains as Vietnam Airlines JSC and the Privacy Policy applies fully.

Processing of all personal data relating to the Vietnam Airlines Booking facility will be compliant with the applicable Data Protection regulations, namely the General Data Protection Regulation (GDPR - Regulation (EU) 2016/679).

When your personal data is collected by Vietnam Airlines, you will be invited to read and agree with the Privacy Policy before validating and proceeding with any booking.