Passenger Rights Protection Policy

I. GENERAL PROVISIONS

• Purpose and scope: This policy is established to protect passengers’ lawful rights and interests and to specify Vietjet Air’s responsibilities in providing air transport services. It ensures transparency and compliance with Vietnamese law, with the aim of enhancing the passenger experience even in unforeseen circumstances.

• Legal basis:

  • Law on Vietnam Civil Aviation No. 130/2025/QH15;

  • Government Decree No. 208/2026/ND CP on air transport;

  • Circular No. 48/2026/TT BXD dated June 30, 2026, issued by the Ministry of Construction, regulating air transport (effective from July 1, 2026).

II. PASSENGER RIGHTS BEFORE DEPARTURE

1. Timely notification of changes to passengers’ itineraries

Vietjet Air will promptly notify passengers of changes affecting their flights using the contact information provided by passengers at the time of booking.

In the event of a schedule change, flight delay, or flight cancellation, Vietjet Air will notify and apologize to passengers and provide the following information: flight number and route; reason for the delay/schedule change/cancellation; estimated departure time or alternative flight plan; passenger service plan; and passenger assistance desk (location and identifying signs).

2. Provision of services at the airport

While waiting for a flight at the airport, passengers holding confirmed tickets whose flights are disrupted, delayed, or cancelled will be provided with the following services:

3. Flight change, rerouting, and ticket refund

For passengers whose flights are cancelled, rescheduled, or delayed by 2 hours or more for reasons attributable to Vietjet Air, we will arrange rerouting within our route network and service capacity so that passengers can reach their final destination as quickly and conveniently as possible.

This applies to passengers holding confirmed reservations and tickets on flights operated by Vietjet Air when the flight is changed for reasons attributable to Vietjet Air

The reference flight schedule is the schedule published in Vietjet Air’s reservation system for passenger booking and ticket sales, as last updated at 15:00 (Hanoi time) on the day preceding the scheduled date of operation (detailed information here).

a) Changes occurring prior to the publication of the reference flight schedule

b) Changes made after publication of the reference flight schedule

c) Flight cancellation

A flight number change may be made where necessary to ensure flight operations or at the request of a competent authority. Passengers may request one change, subject to Vietjet Air’s operational conditions. The new flight must depart within 72 hours before or 72 hours after the departure time of the flight stated on the ticket.

Deadline for requesting a refund: Passengers must submit a refund request within 60 (sixty) days from the scheduled departure date of the cancelled flight, or from the actual travel date of the delayed flight/flight on which the passenger was denied carriage.

Refund processing time

The refund processing period shall be calculated from the date on which the passenger submits a complete refund request.

4. Non refundable advance compensation

In the event of a prolonged delay, cancellation, or denied carriage on a flight departing within the territory of Vietnam, Vietjet Air will provide passengers with non refundable advance compensation at the levels prescribed in Circular No. 48/2026/TT BXD of the Ministry of Construction on air transport (effective from July 1, 2026).

Levels of non refundable advance compensation:

Domestic routes

International routes departing from Vietnam

For flights outside the territory of Vietnam, the regulations of the relevant country or Vietjet Air’s regulations will apply. Where a flight is delayed for 4 hours or more and is subsequently cancelled, non refundable advance compensation will be paid only once.

Methods of non refundable advance compensation:

• Cash or bank transfer;

• Through intermediary services, online payment services, or other lawful electronic payment methods in accordance with payment laws;

• Free tickets, vouchers, or compensation documents for continued use of the carrier’s services, or other complimentary services, with the passenger’s consent;

• Other methods agreed between the parties that are not contrary to law.

Time limit for non refundable advance compensation: If a passenger has not received compensation or considers the compensation amount to be insufficient, the passenger may submit a written request within 90 days from the flight’s scheduled departure date. Vietjet Air will respond or pay compensation within 21 days from receipt of the passenger’s request.

Locations/methods for providing non refundable advance compensation to passengers:

• At the airport where the flight was cancelled, or at the airport from which the flight departs or at which it lands;

• At a branch or representative office of the carrier designated by Vietjet Air;

• To an account provided by the passenger where payment by bank transfer or another suitable payment intermediary service is selected.

5. Exemptions from non refundable advance compensation

5.1. In the event of a flight cancellation, we are exempt from the obligation to provide non refundable advance compensation in the following circumstances:

a) Weather conditions affecting the safe operation of the flight;

b) Security risks affecting the safe operation of the flight;

c) The flight cannot be operated pursuant to a decision of a competent state authority;

d) A passenger or crew member experiences a medical emergency or dies after boarding;

đ) The aircraft scheduled to operate the flight, or any aircraft within the operating fleet, is subject to sabotage;

e) Armed conflict, political instability, or a strike affects the flight;

g) Aviation infrastructure or air navigation services are insufficient to enable operation of the flight;

h) A technical incident occurs during aircraft operation, calculated from the time the aircraft commander signs acceptance of the aircraft as ready for the flight until the flight ends;

i) The passenger is accommodated or rebooked to the planned destination with a scheduled departure no more than 2 hours earlier than the cancelled flight’s scheduled departure and arrival at the final destination no more than 4 hours later than the cancelled flight’s scheduled arrival;

k) The passenger is accommodated or rebooked to the itinerary’s final destination with arrival no more than 6 hours later than the passenger’s scheduled arrival at the final destination, in the case of an itinerary comprising multiple sectors or multiple flights operated by the same carrier;

l) The passenger was notified of the cancellation by text message, email, or another equivalent method at least 48 hours before the scheduled departure time shown in the passenger’s updated itinerary;

m) The passenger did not register contact information with the carrier;

n) The passenger is travelling free of charge, or is travelling on a discounted fare available to the carrier’s employees, employees of its agents, partners, or affiliates using complimentary or discounted tickets;

o) The passenger voluntarily relinquishes the confirmed reservation.

5.2. In the event of a flight delay, we are exempt from the obligation to provide non refundable advance compensation in the following circumstances:

a) The circumstances specified at points a, b, c, d, đ, e, g, h, k, n, and o of Section 5.1;

b) The passenger is accommodated or rebooked to the planned destination on another flight, arriving no more than 4 hours after the scheduled arrival time of the flight on which the passenger held a confirmed reservation under the reference flight schedule;

c) We have confirmed a refund at the passenger’s request;

d) We are exempt where the delayed flight was scheduled to use the same aircraft as the immediately preceding delayed flight, and that preceding delay arose from any of the reasons specified at points a through h of Section 5.1.

5.3. Denied carriage

In certain circumstances, passengers holding tickets and confirmed reservations may be denied carriage due to Vietjet Air’s fault. For flights departing within the territory of Vietnam, Vietjet Air will arrange an alternative flight and fulfil the carrier’s obligations, including providing passengers with non refundable advance compensation in accordance with Vietjet Air’s policy, at a level no lower than that prescribed in Circular No. 48/2026/TT BXD of the Ministry of Construction. For flights outside the territory of Vietnam, the regulations of the relevant country or our regulations will apply.

Vietjet Air is exempt from the obligation to provide non refundable advance compensation where carriage is denied to a passenger holding a ticket and a confirmed reservation, or to a passenger already in transit, pursuant to Article 54 of the Law on Vietnam Civil Aviation, specifically in the following circumstances:

a) The carrier determines that, due to the passenger’s health condition, carriage or continued carriage would endanger that passenger, other persons on board, or the flight;

b) To prevent the spread of disease;

c) The passenger fails to comply with regulations on aviation safety, aviation security, or air transport operations;

d) The passenger disrupts public order, threatens flight safety, or affects the life, health, or property of another person;

e) The passenger has consumed alcohol, beer, or other stimulants to the extent that the passenger cannot control their conduct;

f) For security reasons;

g) At the request of a competent state authority.

III. PASSENGER RIGHTS WHEN A FLIGHT IS DELAYED AFTER BOARDING

If a flight is delayed after passengers have boarded the aircraft, Vietjet Air will fulfil the following obligations:

1. If the period from closure of the aircraft doors until actual take off is 30 minutes or more, Vietjet Air will provide passengers with drinking water, ensure ventilation, maintain an appropriate cabin temperature, and meet passengers’ sanitation needs.

2. If a passenger requires urgent medical assistance, Vietjet Air will provide medical assistance appropriate to the actual circumstances.

3. If the flight is delayed for more than 3 hours and the departure time remains undetermined, Vietjet Air will arrange for passengers to disembark unless disembarkation would compromise aviation safety or security.