Vietjet Customer service plan

Everything we create and do is directed towards Vietjet passengers’ convenience and satisfaction. Your convenience is our most concerns. We would like to share information of Vietjet Passenger Service Plan:  

1. In case where the number of passengers exceed the actual number of seats of the flight:

Occasionally, we may not be able to provide you with a seat on a specific flight even if you hold a confirm ticket, it occurs if the number of passengers exceeds the number of available seats, following solutions shall be applied:

• a. We will first ask for voluntary cancellation of boarding from passenger. 
• b. If there is no voluntary cancellation of boarding, passenger will be asked for involuntary cancellation of boarding in the order of denied boarding. We will try to ensure that we do not deny boarding special passenger such as disabled, elderly people, pregnant women and children.
• c. Passenger who voluntarily cancel of boarding or involuntarily cancel of boarding, we will arrange the closest available alternative flight; Service will be provided when waiting for the alternative flight and compensation according to our current policies.

The policies and procedures we follow to ensure our passengers are treated fairly and consistently.

2. Responsibility for damaged baggage:

In case of damaged or missed baggage, passengers should immediately notify to the staff at Lost and Found counter for guidance on necessary procedures. 

Our responsibility for the damaged baggage is specified in article 13 of Terms and Conditions

3. Information of ticket refund, cancellation, Change:

• a. For ticket Refund, Cancellation or Change, please contact the issuing offices for assistance.
• b. If you purchase ticket on the Vietjet’s website, please use the registered email to send a refund request to https://eforms.vietjetair.com/Callcenter/RefundRequest. We do not accept request if passenger using a different email address.
• c. Depending on the fare conditions, the Refund, Cancellation or Change may be charged fee. Please refer Refund Policy
• d. The refund will be credited to the original payment or payment account that was use to purchase the tickets.

4. Service provision for irregular flight:

• a. Services provided while passengers are not on board: In case of changes in flight schedules or cancellation, depending on the delayed time or estimate time of alternative flight, following services shall be provided in accordance with the current law and our regulations:
  • From 02 hours to less than 03 hours: Drink
  • More than 03 hours: Meal and Drink
  • More than 06 hours in the time of 22:00 to 07:00 the following day: Accommodation according to the actual conditions at the airport
• b.  Services provided while passengers are on board:
  • We will not let the passengers stay on board for congestion more than 04 hours. At that time, the aircraft will return to the terminal to provide services, except in the following cases:
    • When the pilot determines that the safety and security of the passengers are not guaranteed (e.g., due to weather conditions, air traffic control issues or government directive); or
    • When air traffic control advises that returning to the gate or deplaning passengers at a location other than the gate would significantly disrupt airport operations
  • In case of congestion, passengers stay on board when the aircraft has left the terminal or landed. We will provide adequate services as follows: 
    • Provide information of such delay to the passengers every 30 minutes.
    • More than 01 hours: Drink will be served depending on available in the flight.
    • More than 03 hours: Meal will be served depending on available in the flight.
    • We will coordinate with airport authorities and related department to ensure services when delayed due to congestion.

5. Notify to passengers when schedule changes:

• a. We will notify in a timely manner of changes on your flight when there is a change of your itinerary.
• b. We will notify about the schedule changes to the contact information that passenger provide us in the reservation.
• c.  In addition, if passengers purchased tickets on our website, passengers can check flight information at "Flight Status"

6. Self Check-in:

We may provide self check-in service depending on actual situation. The detailed conditions and guidance for this service are published on our Website “Web check-in” 

7. Claim:

In case of claim, passengers may fill in the Application for Damage Redress for Air Transportation User Form or send information directly to us:

• a. Cases related to damaged or lost baggage:
  • Incheon (ICN): 
    • Phone: +82 32 743 2526; +82 32 743 0370
    • Email:   icn.ll@swissport.com
  • Gimhae (PUS):
    • Phone: +82 10 5169 1886
    • Email: pusll@oceanaviation.kr
  • Daegu (TAE)
    • Phone: +82 53 986 8670 
    • Email: vjgotae@gmail.com
• b. Other cases: 
  • The Issuing offices where passenger purchased the ticket.
  • Vietjet Representative at the Airport during the flight opens for check-in.
  • Vietjet Call Center: 19001886@vietjetair.com