Customer Service Plan

1. In the event that a passenger has a ticket and a confirmed reservation but is denied carriage due to the fault of Sun PhuQuoc Airways

In certain circumstances, passengers who have a ticket and a confirmed reservation may be denied carriage due to the fault of Sun PhuQuoc Airways. For example, this may occur when the number of passengers who have checked in exceeds the actual number of seats available on the aircraft. In such cases, for flights departing within the territory of Vietnam, Sun PhuQuoc Airways will arrange an alternative flight and fulfil the Carrier's obligations, including providing non-refundable advance compensation to passengers in accordance with Sun PhuQuoc Airways' policy, provided that such compensation is not lower than the level prescribed in Circular No. 48/2026/TT-BXD of the Ministry of Construction on air transport. For flights outside the territory of Vietnam, the regulations of the country concerned or our regulations will apply.

Sun PhuQuoc Airways is exempt from the obligation to provide non-refundable advance compensation in cases where carriage is denied to a passenger holding a ticket with a confirmed reservation or a passenger who is already in transit, as prescribed in Article 146 of the Law on Civil Aviation of Vietnam, specifically as follows:

- Due to the passenger's health condition, where We determine that the carriage or continued carriage of the passenger may endanger the passenger, other persons on board the aircraft, or the safety of the flight.

- To prevent the spread of infectious diseases.

- The passenger fails to comply with regulations on aviation safety, aviation security, air transport operations, or administrative sanctions for violations of civil aviation regulations.

- The passenger engages in conduct that disrupts public order, threatens flight safety, or endangers the life, health, or property of others.

- The passenger is under the influence of alcohol, beer, or other stimulants and is unable to control their behaviour.

- For security reasons as notified by a competent authority.

- At the request of a competent state authority.

Method and deadline for non-refundable advance compensation: Sun PhuQuoc Airways may provide non-refundable advance compensation to passengers through the following methods:

- Cash; bank transfer or through intermediary services, online payment services, or other lawful electronic payment methods in accordance with applicable payment regulations. Frequent flyer program points (if any), complimentary tickets, vouchers, or reimbursement documents for continued use of the carrier's services may also be used. The converted value of these methods must be equivalent to the monetary compensation and must not be subject to unreasonable restrictions on use;

- Other services as agreed between Sun PhuQuoc Airways and the passenger.

Non-refundable advance compensation shall be provided as follows:

- No later than 90 days from the scheduled departure date of the flight for which the passenger was denied carriage, the passenger must submit a request for non-refundable advance compensation to Sun PhuQuoc Airways at the airport, ticket office, or through electronic means. Within 07 days from the date of receipt of the passenger's complaint, Sun PhuQuoc Airways will respond regarding the provision of non-refundable advance compensation.

- Within 21 days from the date of receipt of the passenger's request, Sun PhuQuoc Airways will fulfil its obligation to provide non-refundable advance compensation. If compensation is not provided, SPA will notify the passenger and clearly state the reason for refusal.

Locations where Sun PhuQuoc Airways provides non-refundable advance compensation to passengers:

- The airport where the passenger was denied carriage;

- A branch or representative office designated by Sun PhuQuoc Airways as agreed with the passenger, where the passenger completes procedures at a location other than the airport;

- The account provided by the passenger where bank transfer or another appropriate intermediary payment service is selected.

2. In the event that a passenger has a ticket and a confirmed reservation but the flight is delayed, disrupted, cancelled, or departs early

2.1. In the event of a flight delay or scheduled interruption of 15 minutes or more, or an early departure, Sun PhuQuoc Airways will:

- Inform passengers of relevant flight information, including: flight number and route; reasons for the delay, early departure, cancellation or disruption; estimated departure time or alternative flight plan; passenger service arrangements; and the passenger assistance desk (location and identification signs);

- Apologize to passengers.

2.2. In the event that a passenger has a confirmed reservation but the flight is delayed, disrupted, cancelled, or departs early, Sun PhuQuoc Airways will:

a. Provide services at the airport

- For a delay of 02 hours or more: Provide drinking water;

- For a delay of 03 hours or more: Provide food and beverages;

- For a delay of 06 hours or more (from 07:00 to before 22:00): Arrange suitable accommodation, subject to the actual conditions of the airport;

- For a delay of 06 hours or more (from 22:00 on the previous day to before 07:00 on the following day): Arrange suitable sleeping and resting accommodation, subject to the actual conditions of the locality, or an alternative arrangement with the passenger's consent.

b. Re-route the passenger

Re-route passengers on flights departing earlier or later by 02 hours or more within the scope of services provided by Sun PhuQuoc Airways, so that passengers can reach their final destination as quickly and conveniently as possible.

c. Non-refundable advance compensation

1) Amount of non-refundable advance compensation

- In the event of an extended flight delay or cancellation of flights departing within the territory of Vietnam, Sun PhuQuoc Airways will provide non-refundable advance compensation to passengers at the level prescribed in Circular No. 48/2026/TT-BXD of the Ministry of Construction on air transport.

- For flights outside the territory of Vietnam, the applicable regulations of the country concerned or our regulations will apply.

- Where a flight is subject to an extended delay and is subsequently cancelled, non-refundable advance compensation will only be paid once.

2) Sun PhuQuoc Airways is exempt from the obligation to provide non-refundable advance compensation in the event of flight cancellation for any of the following reasons:

- Weather conditions affecting the safe operation of the flight.

- Security risks affecting the safe operation of the flight.

- The flight cannot be operated or is subject to an extended delay pursuant to a decision of a competent state authority.

- An emergency medical condition or death occurring after a passenger or crew member has boarded the aircraft.

- The aircraft scheduled to operate the flight has been sabotaged, or the aircraft fleet has been sabotaged.

- Armed conflict, political instability, or strikes affecting the flight.

- Where aviation infrastructure or air navigation services are not adequate to enable the flight to be operated.

- A technical incident occurring during aircraft operations, from the time the aircraft commander signs to accept the aircraft as ready for the flight until the completion of the flight.

- The passenger is re-accommodated or rebooked to the planned destination with a scheduled departure time no earlier than 02 hours before the scheduled departure time of the cancelled flight, and the scheduled arrival time at the final destination is no later than 04 hours after the scheduled arrival time of the cancelled flight.

- The passenger is re-accommodated or rebooked to reach the final destination with an arrival time no more than 06 hours later than the scheduled arrival time at the final destination, in the case of passengers travelling on multiple sectors or multiple flights operated by Sun PhuQuoc Airways.

- The passenger has been notified by text message, email, or other equivalent means of the flight cancellation at least 48 hours before the scheduled departure time of the updated flight schedule.

- The passenger has not registered contact information as required.

- Sun PhuQuoc Airways is exempt from the obligation to pay non-refundable advance compensation where the passenger is travelling free of charge; travelling under a discounted fare applicable to airline employees (Industry Discount Ticket), airline agents (Agent Discount), partners, or business associates using complimentary or discounted tickets.

- Sun PhuQuoc Airways is exempt from the obligation to pay non-refundable advance compensation where the passenger voluntarily gives up their confirmed reservation.

3) Sun PhuQuoc Airways is exempt from the obligation to provide non-refundable advance compensation in the event of a flight delay for any of the following reasons:

- Weather conditions affecting the safe operation of the flight.

- Security risks affecting the safe operation of the flight.

- The flight cannot be operated or is subject to an extended delay pursuant to a decision of a competent state authority.

- An emergency medical condition or death occurring after a passenger or crew member has boarded the aircraft.

- The aircraft scheduled to operate the flight has been sabotaged, or the aircraft fleet has been sabotaged.

- Armed conflict, political instability, or strikes affecting the flight.

- Where aviation infrastructure or air navigation services are not adequate to enable the flight to be operated.

- A technical incident occurring during aircraft operations, from the time the aircraft commander signs to accept the aircraft as ready for the flight until the completion of the flight.

- The passenger is re-accommodated or rebooked to the planned destination on another flight with an arrival time no more than 04 hours later than the scheduled arrival time of the flight for which the passenger had a confirmed reservation under the original schedule.

- The passenger is re-accommodated or rebooked to reach the final destination with an arrival time no more than 06 hours later than the scheduled arrival time at the final destination, in the case of passengers travelling on multiple sectors or multiple flights operated by Sun PhuQuoc Airways.

- Sun PhuQuoc Airways is exempt from the obligation to pay non-refundable advance compensation where the passenger is travelling free of charge; travelling under a discounted fare applicable to airline employees (Industry Discount Ticket), airline agents (Agent Discount), partners, or business associates using complimentary or discounted tickets.

- Sun PhuQuoc Airways is exempt from the obligation to pay non-refundable advance compensation where the passenger voluntarily gives up their confirmed reservation.

- The passenger has been confirmed for a refund at their own request.

- SPA is exempt from the obligation to provide non-refundable advance compensation where the delayed flight is scheduled to use the same aircraft as the immediately preceding delayed flight, which was delayed for any of the reasons specified in this Article.

4) Method and deadline for non-refundable advance compensation

- Cash;

- Bank transfer or through intermediary services, online payment services, or other lawful electronic payment methods in accordance with applicable payment regulations;

- Frequent flyer program points (if any), complimentary tickets, vouchers, or reimbursement documents for continued use of the carrier's services. The converted value of these methods must be equivalent to the monetary compensation and must not be subject to unreasonable restrictions on use;

- Other services as agreed between Sun PhuQuoc Airways and the passenger.

5) Location for Sun PhuQuoc Airways to provide non-refundable advance compensation to passengers

- At the airport where the flight was cancelled (for a cancelled flight), or at the airport of departure or arrival (for an extended flight delay);

- At a branch or representative office designated by Sun PhuQuoc Airways as agreed with the passenger, where the passenger completes procedures at a location other than the airport;

- Into the account provided by the passenger where bank transfer or another appropriate intermediary payment service is selected.

6) Compensation deadline

- No later than 90 days from the scheduled departure date of the flight for which the passenger was denied carriage, the passenger must submit a request for non-refundable advance compensation to Sun PhuQuoc Airways at the airport, ticket office, or through electronic means. Within 07 days from the date of receipt of the passenger's complaint, Sun PhuQuoc Airways will respond regarding the provision of non-refundable advance compensation.

- Within 21 days from the date of receipt of the passenger's request, Sun PhuQuoc Airways will fulfil its obligation to provide non-refundable advance compensation. If compensation is not provided, SPA will notify the passenger and clearly state the reason for refusal.

d. Ticket refund for passengers

In the event of a flight delay/early departure of 04 hours or more, a flight cancellation followed by an alternative flight departing 04 hours or more earlier or later than the original scheduled departure time, or a cancelled flight for which no alternative flight is available resulting in a passenger with a confirmed reservation being unable to travel, Sun PhuQuoc Airways will refund the full ticket fare or the fare for the unused portion of the ticket, at the passenger's option, at the airport or at representative offices, branches, or ticketing agents designated by Sun PhuQuoc Airways. Ticket refunds for passengers are subject to the following provisions:

- Waiver of any restrictions on refunds and refund fees (if applicable);

- For a completely unused ticket, the refund amount will equal the ticket amount paid by the passenger. The ticket amount includes: the transportation service fare; taxes and fees prescribed by the State; security screening service charges; passenger service charges at the airport collected by the airline on behalf of the relevant authorities; and other applicable surcharges supported by a valid invoice provided by the passenger;

- For a partially used ticket, the refund amount will be no less than the difference between the fare paid and the fare and other services already used for the passenger's journey.