The provision applicable to tickets issued in Korea

The provisions set forth below shall apply to tickets issued in Korea. Any matters not expressly stipulated herein shall be governed by the airline’s Conditions of Carriage.

1.24. Personal Data Protection Law

Personal Data Protection Law” shall mean the applicable data protection laws of the jurisdictions in which the Company provides its services, including but not limited to the General Data Protection Regulation (GDPR) of the European Union (EU), relevant laws and regulations of Vietnam (including Decree No. 13/2023/ND-CP), and the Personal Information Protection Act of the Republic of Korea.

2.1.5. (Official Language)

The official language of these Conditions of Carriage shall be Vietnamese. However, in the event of any discrepancy between language versions or where any provision is ambiguous, such provision shall be interpreted in favor of the customer

2.5. Applicable Law

These Conditions of Carriage shall be governed by and construed in accordance with the laws of the Socialist Republic of Vietnam.

Notwithstanding the foregoing, with respect to tickets sold within the Republic of Korea or carriage departing from or arriving in the Republic of Korea, matters relating to consumer protection shall be governed by the applicable laws and regulations of the Republic of Korea, which shall prevail over Vietnamese law to the extent of any inconsistency.

2.6. Overriding Law

In the event that any provision of these Conditions of Carriage conflicts with the applicable laws or regulations of the Republic of Korea, such laws and regulations shall prevail over these Conditions of Carriage to the extent of the inconsistency.

In the event of any conflict between these Conditions of Carriage and the Carrier’s internal policies or regulations, these Conditions of Carriage shall prevail.

3.1.4. Inability to Use Ticket Due to Unavoidable Circumstances

Where a passenger is unable to use the ticket due to the death, bodily injury, or serious illness preventing travel of the passenger or an accompanying immediate family member, or where the operation of a flight becomes impossible or is delayed due to force majeure or other circumstances beyond the reasonable control of the Carrier and the passenger (including but not limited to severe weather conditions, natural disasters, war, epidemics, or airport closures), the Carrier shall take the following measures:

- The Carrier shall refund in full the unused fare and all applicable taxes and charges without penalty.

- At the passenger’s option, the Carrier shall provide re-routing on an alternative flight or extend the validity of the ticket. In such cases, no administrative fee, rebooking fee, or change fee shall be imposed.

3.2.2. Failure to Confirm Reservation Not Attributable to Passenger

Where a passenger requests travel within the validity period of the ticket but the Carrier is unable to confirm the reservation for reasons not attributable to the passenger, the Carrier shall either extend the validity period of the ticket or, at the passenger’s request, provide a full refund in accordance with Article 11 (Involuntary Refund).

3.3.1. (Validity and Order of Use of Ticket)

A ticket purchased by the passenger shall be valid only for carriage from the point of origin to the final destination via any agreed stopover, as specified on the ticket.

The fare paid by the passenger is calculated based on the sectors indicated on the ticket, the applicable fare type, and the corresponding fare conditions (as published through the Carrier’s website and mobile application, or notified through the Carrier’s offices or customer service call center), and shall constitute an essential element of the contract of carriage.

If carriage is refused due to the passenger’s failure to use the flight segments in the order specified on the ticket, the passenger may request a refund for the unused portion in accordance with Article 11.

3.3.3. Should a passenger change their transportation without our prior agreement, We will assess the correct price for the Passenger’s actual travel. The passenger will have to pay any difference between the price paid and total price applicable for the revised transportation

Refunds shall be governed by Article 11.1 (Voluntary Refund) of the Conditions of Carriage.

3.4. Our name and address on the ticket

Our name may be abbreviated on the ticket. Our address shall be deemed to be the airport of departure shown opposite the first segment in the ticket.

In the event that the departure segment originates from Korea, the address of the airline’s airport office in Korea shall apply.

5.5. Payment of Total Fare

If the passenger fails to pay the agreed total fare (as determined at the time of ticket issuance), or if payment is not successfully completed due to reasons such as credit card authorization denial or other payment failure attributable to the passenger, the Carrier may refuse carriage.

6.1.2. (Restrictions on Changes and Cancellations)

Certain fare types may include conditions that restrict or exclude the passenger’s right to change or cancel a reservation. The Carrier shall clearly inform the passenger of the applicable fare conditions during the booking process, and the passenger shall be deemed to have reviewed and agreed to such conditions.

Notwithstanding the foregoing, the Carrier shall be liable for any damage arising from its failure to adequately explain or disclose material terms and conditions.

Furthermore, where changes or cancellations are necessitated by reasons attributable to the Carrier (including but not limited to delay or cancellation of flights), or by unavoidable and humanitarian circumstances such as the passenger’s death or serious illness, such restrictions under the applicable fare rules shall not apply, and the passenger shall be entitled to change or refund in accordance with general principles of liability and consumer protection.

6.3. Personal Data

In collecting, processing, and retaining passengers’ personal data for the purpose of performing the contract of carriage, the Carrier shall comply with the applicable data protection laws of the jurisdictions in which it provides services, including the Personal Information Protection Act of the Republic of Korea.

Personal data collected may be disclosed to the Carrier’s affiliates, branches, agents, or service providers as necessary for the performance of carriage. Such data may also be disclosed to the competent authorities of the countries of departure or destination (including the Republic of Korea), where required by applicable laws and regulations or upon lawful request by government authorities, including but not limited to customs and immigration authorities.

6.4. Advance Seat Selection

Passengers may select seats in advance, either free of charge or for a fee, depending on the applicable fare conditions. The applicable seat selection fees are set forth in the Carrier’s Schedule of Fees and are published through the Carrier’s website, mobile application, offices, or customer service call center, and shall be confirmed and disclosed to the passenger at the time of booking.

While the Carrier shall make reasonable efforts to accommodate a passenger’s advance seat request, the Carrier reserves the right to reassign seats at any time, including after boarding, for reasons of safety, security, or operational necessity.

If the originally assigned seat cannot be provided, the Carrier shall make reasonable efforts to assign a seat of the same or higher category. Where a passenger is reassigned to a lower category seat or is unable to receive the paid seat benefit, the Carrier shall refund the fare difference or the full seat selection fee, as applicable.

Passengers occupying emergency exit row seats must meet the eligibility requirements prescribed by the Carrier and the relevant authorities (the specific criteria shall be disclosed during the service purchase process). If a passenger fails to meet such requirements, the Carrier may reassign the seat accordingly. In such case, any seat selection fee already paid shall not be refunded.

If the designated seat cannot be provided due to aircraft change, delay, cancellation, other operational reasons attributable to the Carrier, or force majeure events, the full seat selection fee paid shall be refunded.

6.7.1. (Special Services)

The Carrier shall make reasonable efforts to provide special services requested by the passenger at the time of booking, within the limits of its operational capability. A request for special services shall be confirmed only after (i) the Carrier has verified the applicable conditions of carriage, or (ii) the passenger has completed any required procedures necessary for the provision of such services.

Where a passenger requests special services at the airport, the Carrier shall verify the availability of such services and inform the passenger accordingly.

If the Carrier is unable to provide a special service that has been requested in advance due to unavoidable circumstances, the Carrier shall promptly notify the passenger. However, where a special service previously confirmed by the Carrier is not provided due to the Carrier’s willful misconduct or negligence, and the passenger suffers damage as a result, the Carrier shall be liable within reasonable limits.

6.7.4. (Carriage of Passengers Requiring a Stretcher)

A passenger requiring the use of a stretcher may be carried subject to prior reservation and approval by the Carrier. The Carrier shall provide such carriage to the extent permitted by the aircraft configuration and applicable safety requirements.

Where installation of a stretcher is not feasible due to structural limitations of the aircraft or safety considerations, carriage may be restricted; however, the Carrier shall make reasonable efforts to accommodate the passenger within the limits of operational capability and safety regulations.

6.7.5. (Fees for Special Services)

Certain special services may be subject to additional service fees. Such fees shall be published through the Carrier’s website, mobile application, offices, or customer service call center, and shall be confirmed at the time the passenger books the relevant service.

If a special service cannot be provided due to reasons attributable to the Carrier, including but not limited to flight cancellation or operational causes, the full amount of the service fee paid by the passenger shall be refunded.

6.8.2. (Failure to Provide Paid Services)

Where a service for which the passenger has paid cannot be provided, the Carrier shall promptly notify the passenger and shall refund in full the amount paid for such service.

6.9.1. (Reconfirmation of Reservations)

For certain return or onward flight reservations, passengers may be advised to reconfirm their bookings in order to ensure smooth travel. However, the Carrier shall not cancel a confirmed reservation solely on the grounds that the passenger has failed to reconfirm.

7.1. (Check-in and Boarding Time Requirements)

Passengers must arrive at the Carrier’s check-in counter and boarding gate with sufficient time prior to the scheduled departure of the flight in order to complete all required immigration, security, and other formalities. If a passenger fails to comply with the applicable check-in deadlines, carriage may be refused.

However, where the passenger exceeds the check-in deadline due to reasons attributable to the Carrier, including but not limited to check-in delays, system malfunctions, or operational disruptions, such failure shall not result in refusal of carriage. In such cases, the Carrier shall make reasonable efforts to facilitate boarding or provide an appropriate alternative flight.

Passengers are responsible for familiarizing themselves in advance with the applicable check-in deadlines.

Check-in Counter Opening Times

Vietnam Domestic Flights: 2 hours prior to scheduled departure
International Flights: 3 hours prior to scheduled departure

Check-in Counter Closing Times (Passenger Acceptance Deadline)

Vietnam Domestic Flights: 40 minutes prior to scheduled departure
International Flights: 50 minutes prior to scheduled departure

The opening and closing times of check-in counters may vary depending on the airport and specific flight, and shall be published through the Carrier’s website and mobile application or otherwise notified to the passenger at the time of ticket purchase.

7.3. (Refusal of Carriage Due to Passenger’s Failure to Complete Required Procedures)

If a passenger fails to comply with the foregoing provisions, or is unable to present the mandatory travel documents required under Article 14.2, or fails to complete required security screening, immigration, customs clearance, or other mandatory procedures due to reasons attributable to the passenger, the Carrier may refuse carriage of such passenger, and the corresponding reservation may be cancelled.

7.4. Self-Service Check-in

Depending on the actual conditions, the Carrier may provide passengers with self-service check-in facilities. The specific terms, conditions, and methods of use of such services shall be published through the Carrier’s website and mobile application.

The Carrier may modify the details of the self-service check-in service where reasonably necessary for operational purposes. In such cases, the Carrier shall notify passengers in advance or without undue delay through its website, mobile application, or other appropriate communication channels to ensure transparency and predictability.

7.5. (Limitation of Liability)

The Carrier will not be liable for any loss or whatsoever incurred by the passenger’s failure to comply with the provisions of this Article 7.

However, this limitation shall not apply where such loss or expense results from the Carrier’s willful misconduct or negligence, including gross negligence, in which case the Carrier shall bear liability in accordance with applicable laws.

8.2.2. (Denial of Boarding and Prohibition of Carriage)

Where a passenger engages in conduct falling under Article 8.2.1 that jeopardizes the safe operation of the aircraft or threatens aviation security, including but not limited to acts of violence, intimidation, or the dissemination of false information, the Carrier may impose a denial of boarding or prohibition of carriage. In such case, the Carrier shall notify the passenger in writing of the grounds and duration of the prohibition.

During the period of prohibition, the passenger shall not purchase or request the purchase of tickets for the Carrier’s services, whether in their own name or through a third party. If the passenger attempts to use the Carrier’s services during the prohibition period, the Carrier may refuse carriage.

This prohibition shall apply only in cases involving intentional misconduct or unlawful acts that materially threaten safety or security. It shall not apply to circumstances beyond the passenger’s control, such as denial of entry by immigration authorities or health-related issues not attributable to willful misconduct.

The passenger shall have the right to be informed of the specific reasons for the prohibition and to submit an objection or request for review through procedures designated by the Carrier.

8.3.1. (Consequences of Refusal of Carriage)

Where carriage of a passenger is refused, or continued carriage is not permitted pursuant to Articles 8.1 and 8.2, the Carrier shall not be liable for any loss or damage arising therefrom, provided that such refusal is justified under these Conditions of Carriage and applicable law.

Notwithstanding the foregoing, where carriage is refused for legitimate reasons, any refund for the unused portion of the ticket shall be processed in accordance with Article 11 of these Conditions of Carriage.

8.4.2. (Denied Boarding of Confirmed Passengers)

Where a passenger holding a confirmed reservation is denied boarding, the Carrier shall be liable for compensation in accordance with Montreal Convention

8.4.3. Liability for Untransported or Delayed Baggage

Where a passenger has arrived at the designated place and time for check-in but the passenger’s baggage is not transported as scheduled, the Carrier’s liability shall be governed by Article 9.6.3 of these Conditions of Carriage.

In the event of delayed baggage, the Carrier shall be liable for compensation for damages incurred during the period of delay in accordance with the Montreal Convention.

9.3.4. (Liability for Prohibited or Restricted Items in Baggage)

If a passenger includes in their baggage any items specified in Article 9.3, the Carrier shall not be liable for damage arising from the inherent defect, special nature (including breakage, deterioration, or perishability), or latent defect of such items, regardless of whether the Carrier had knowledge thereof.

However, nothing in this provision shall exclude or limit the Carrier’s liability for loss or damage caused by the Carrier’s willful misconduct or negligence. In such cases, the Carrier shall be liable in accordance with applicable laws and international conventions.

9.4.4. Excess Baggage

If a passenger has not made a prior arrangement with the Carrier for the carriage of excess baggage, the Carrier may refuse carriage of such excess baggage on a subsequent flight.

Where a passenger has paid the applicable excess baggage charges for baggage exceeding the free allowance, but such baggage cannot be loaded on the scheduled flight due to space limitations or operational constraints, the Carrier shall transport the excess baggage on the earliest subsequent flight with available capacity.

If carriage of the excess baggage ultimately cannot be provided, the Carrier shall refund in full the excess baggage charges paid by the passenger.

9.6.3. (Carriage and Delay of Checked Baggage)

Checked baggage shall, as far as practicable, be carried on the same flight as the passenger. However, where this is not possible due to safety, security, or operational reasons, the Carrier may transport the checked baggage on the earliest subsequent flight with available capacity.

If delivery of the baggage is delayed as a result, the Carrier shall be liable for damage caused by such delay, including reasonable and necessary expenses (e.g., essential item purchases), in accordance with Article 19 of the Montreal Convention of 1999 and Article 909 of the Korean Commercial Act, where applicable.

The Carrier shall not be liable to the extent that it proves that it and its servants and agents took all reasonable measures that could reasonably be required to avoid the damage, or that it was impossible to take such measures.

10.1.1. (Liability for Delay)

The Carrier shall use reasonable efforts to operate flights in accordance with the published schedule and shall be liable for damage occasioned by delay in the carriage of passengers, baggage, or cargo.

However, the Carrier shall not be liable for such damage if it proves that it, its servants, and agents took all measures that could reasonably be required to avoid the damage, or that it was impossible for them to take such measures.

10.2.2. (Delay, Cancellation, or Denied Boarding)

In the event of a delayed or cancelled, or denied boarding at the passenger, we will :

a)–c) As originally written

d) Where the flight is delayed by four (4) hours or more, or where the purpose of travel can no longer be achieved, the Carrier shall, upon the passenger’s request, refund the full fare for the relevant ticket in accordance with Article 11 of carriage of condition

e) As originally written

10.2.3. (Refund in Case of Delay or Cancellation Not Attributable to the Carrier)

Where a flight delay or cancellation occurs for reasons not attributable to the Carrier, the Carrier shall refund in full the fare and applicable charges for the unused portion of the ticket.

11.1.4. We may restrict the refund a ticket or any unused portion thereof if the passenger purchased a ticket with a restricted fare , expect as otherwise provided (i) in this article or (ii) as required by applicable law

11.2. Involuntary Refunds and compensation

Where failure of carriage, delay, cancellation, denied boarding, or disruption occurs for reasons attributable to the Carrier, the Carrier shall provide refunds and/or compensation in accordance with the Montreal Convention of 1999, the Korean Consumer Dispute Resolution Standards, and the Korean Air Transport User Protection Standards, as applicable.

The Carrier’s liability shall be determined based on the nature of the disruption, as follows:

(a) Flight Cancellation

If a flight is cancelled:

The Carrier shall compensate reasonable expenses, including accommodation and meals, where applicable.
If an alternative flight is provided, compensation shall be paid in accordance with the Korean Consumer Dispute Resolution Standards.
If no alternative flight is provided, the full fare paid shall be refunded.

(b) Flight Delay

If a flight is delayed, compensation shall be provided in accordance with the Korean Consumer Dispute Resolution Standards and applicable law, including liability for proven damage under the Montreal Convention where applicable.

If a passenger holding a confirmed reservation is denied boarding:

The Carrier shall refund the full fare, and
Provide compensation in accordance with the Korean Air Transport User Protection Standards and the Korean Consumer Dispute Resolution Standards.

(d) Failure to Stop at Destination or Missed Connection

If the Carrier fails to stop at the passenger’s destination or agreed stopover, or if the passenger misses a confirmed connecting flight due to reasons attributable to the Carrier:

If the ticket has not been used at all, the total fare paid shall be refunded in full.
If part of the ticket has been used, the Carrier shall refund an amount not less than the difference between the total fare paid and the applicable fare for the segments actually used.

In such cases, any refund restrictions, administrative fees, change fees, or no-show fees shall be waived.

Acceptance by the passenger of an involuntary refund under this Article shall constitute termination of the contract of carriage between the Carrier and the passenger.

14.2. Travel Documents

Prior to travel, the passenger shall present to the Carrier all passports, vaccination certificates, entry/exit permits, and other documents required by applicable laws, regulations, orders, or requirements of the relevant countries.

If requested by the Carrier, the passenger shall permit the Carrier to retain a copy of the passport or equivalent travel documents, which may be held by the crew until completion of the flight.

If the passenger fails to comply with such requirements, or if the documents presented are objectively invalid due to damage, expiration, forgery, or other legally recognizable defects, the Carrier may refuse carriage.

However, where the passenger possesses valid travel documents and carriage is unjustifiably refused due to the Carrier’s error, misjudgment, or negligence — including incorrect assessment of visa validity — the Carrier shall be liable for damages arising from such wrongful refusal of carriage in accordance with applicable laws.

16.3.3. (Limitation of Liability for Baggage)

The Carrier’s liability for destruction, loss, damage, or delay of baggage (including both carry-on and checked baggage) shall be limited, in accordance with the applicable international conventions, to 1,519 Special Drawing Rights (SDR) per passenger, as prescribed under the Montreal Convention of 1999.

16.3.4. (Compensation for Baggage Damage)

The Carrier shall compensate proven damage to baggage. The amount of compensation shall not exceed the limits of liability prescribed under applicable laws and international conventions.

However, where the passenger has made a special declaration of a higher value at the time of check-in and has paid the applicable supplementary charge (excess value charge), the Carrier shall be liable up to the declared value, in accordance with Article 22(2) of the Montreal Convention of 1999 and Article 910 of the Korean Commercial Act.

The passenger shall submit reasonable evidence to substantiate the amount of damage. Where strict proof of the exact amount is difficult — including in cases involving used items, items without purchase receipts, or goods acquired during travel — the amount of compensation shall be determined on a reasonable basis, taking into account market value, depreciation, and the nature and condition of the item.

16.5.2. (Liability of the Carrier)

The Carrier is liable for damage occurring on flights operated by the Carrier.

Where the Carrier is the contracting carrier that issued the ticket, and the relevant segment is operated by another carrier as the actual carrier, the Carrier shall be jointly and severally liable with the actual carrier for damage occurring during such carriage, in accordance with the Montreal Convention.

16.5.6. (Denied Boarding or Involuntary Downgrade

Where a passenger holding a confirmed reservation is denied boarding, or is involuntarily downgraded to a lower class of service, the Carrier shall be liable for compensation in accordance with the Korean Consumer Dispute Resolution Standards (as announced by the Fair Trade Commission), the Montreal Convention.

Such compensation shall include not only the provision of accommodation, meals, and ground transportation, where applicable, but also the monetary compensation prescribed under the relevant legal standards.

16.5.9. (Force Majeure)

The Carrier shall not be liable for damage caused by force majeure events beyond its reasonable control, including natural disasters, war, or strikes by third parties.

17.1.2. Written Claim

Before an action in brought for loss, damage, or delay in the carriage of checked baggage, the person entitled to delivery must make a written complaint (including electronic documents) to the Carrier. A written complaint will only accepted if the persons entitled to delivery sends a written complaint to Carrier within the following time limits:

a)– c) as originally written

All compensation shall be provided in accordance with the Consumer Dispute Resolution Standards issued by the Korea Fair Trade Commission.