Voluntary refund and rebook

If passengers are unable to take the booked flight and wish to refund/exchange tickets or cancel their booking, they can follow Vietnam Airlines' instructions for the cases listed below.

Voluntary refunds

General conditions

  • Applicable to tickets purchased on the website/app;
  • Refund request sent from the registered email address;
  • Fare rules and refund charges are displayed during the ticket purchase process.

Instructions on ticket refund

For tickets paid via Konbini convenience stores: Passengers should send refund requests to onlinesupport@vietnamairlines.com for assistance.

For tickets paid by other methods: passengers can select any of the following options:

  • Actively refund and cancel tickets on the Vietnam Airlines website by going to "Manage booking" - "Post-sales help" - "Refund (cancel flights and refund tickets)". Please learn more about Refund instructions. 
    • The refund features on the website are not applied to the following cases:
      • Tickets purchased before April 18, 2024;
      • Refund on the same day of purchasing ticket;
      • Exchanged tickets;
      • Partially used tickets;
      • Tickets paid with Cash and Miles or via Konbini, Payment at the bank counter, and Payment at convenience stores.
    • For cases that are not eligible for a refund on the website, passengers can submit a request using the Ticket Refund Request Form or send an email to onlinesupport@vietnamairlines.com.
  • Contact Vietnam Airlines’ branch offices.

Voluntary ticket exchanges

General 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;

Instructions on ticket exchanges

Tickets paid via Konbini convenience stores

Passengers should send ticket exchange requests to onlinesupport@vietnamairlines.com for assistance. Customer Service will check and send passengers a link to pay the additional fare/difference (if applicable) at Konbini convenience stores or using other payment methods. Passengers are required to pay the fare/difference within 6 hours of receiving the notification.

Tickets paid by other methods

Passengers can select any of the following options:

Voluntary booking cancellation

Voluntary booking cancellation occurs when a passenger decides to cancel one or more flights in their schedule without receiving a refund for their ticket. 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 who voluntarily cancel their booking on Vietnam Airlines' website/app should be aware 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 the Fare Rules.

Instructions on booking cancellation

The cancellation feature only applies to tickets purchased through the Vietnam Airlines' website/app. To learn more about the cancellation steps, passengers can refer to the Booking Cancellation Instructions.

Instructions for rebooking

To rebook a canceled flight, passengers should contact Vietnam Airlines' Contact Center within the ticket's validity period in one of the following ways: