Ticket Exchange, Refund, and Cancellation Process

Effective from June 1, 2023

I. General Regulations

• Ticket rebooking, refund, or cancellation shall be carried out in accordance with the applicable fare conditions at the time of purchase.

• Tickets eligible for rebooking/refund/cancellation must remain valid (within the period of use).

• In all cases, requests for rebooking/refund/cancellation must be made at least 3 hours prior to the scheduled departure time.

II. Ticket Rebooking

1. Conditions for Rebooking:

• Applicable to fare classes that allow changes (please refer to detailed fare conditions on Vietjet Air’s website).

• Rebooking must be completed at least 3 hours prior to the scheduled departure time indicated on the ticket.

• Tickets can only be rebooked to itineraries/fare classes with an equal or higher fare than the original ticket.

2. Applicable Fees:

• Rebooking fees are specified on the website vietjetair.com, under the “Fees and Charges” section.

• In addition to the rebooking fee, passengers must pay the fare difference, if any.

• Rebooking fees are non-refundable under all circumstances.

3. Request Submission Channels:

• Online: via the Vietjet Air website/mobile application, under “My Flights”.

• Customer Support Hotline/Email: 19001886@vietjetair.com / Hotline: 1900 1886

• In-person: at Vietjet Air ticket offices and official agents.

III. Ticket Refunds and Cancellations

1. Refund Conditions:

• Applicable only to tickets that are refundable under fare conditions.

• The ticket must be unused or partially used.
  

2. Applicable Fees:

• Refund fees are specified on the website vietjetair.com, under the “Fees and Charges” section.

3. Request Submission Channels:

• For tickets purchased via Vietjet Air website, mobile application, or Vietjet ticket offices, passengers may choose one of the following methods:

• Submit a refund request at: https://eforms.vietjetair.com/Callcenter/RefundRequest

• Contact Customer Support via email: 19001886@vietjetair.com / Hotline: 1900 1886

• Contact directly at Vietjet Air ticket offices

• For tickets purchased via authorized agents: Please contact the issuing agent to process the refund request.

4. Processing Time:

• The processing time for refund requests will be based on the scheduled departure time of the flight segment requested for refund.

• Requests must be submitted at least 3 hours prior to the scheduled departure time to allow sufficient time for review and processing.