Conditions of carriage

1.1. Non-refundable advance compensation is an amount we pay to passengers in the event of delay, cancellation, or denied boarding due to our fault, regardless of the determination of actual damages.

1.2. Our branches are our domestic and international branches.

1.3. We means Sun PhuQuoc Airways Co., Ltd.

1.4. Connecting flight means the subsequent flight providing transportation under the same ticket, a different ticket, or a linked ticket.

1.5. Long delay flight means a flight delayed by 04 hours or more compared to the scheduled departure time.

1.6. Tarmac delay means an aircraft has closed its doors with passengers on board but has not taken off for 30 minutes or more.

1.7. Convention means the Convention for the Unification of Certain Rules for International Carriage by Air signed on 12 October 1929 in Warsaw (Warsaw Convention); the Warsaw Convention as amended at The Hague on 28 September 1955 (Hague Protocol); the Convention for the Unification of Certain Rules for International Carriage by Air signed on 28 May 1999 in Montreal (Montreal Convention); and any applicable protocols or conventions, as well as any applicable legal instruments.

1.8. Designated agent means a sales agent appointed by us to act on our behalf in selling air transport services on our flights and, where permitted, on other carriers’ flights.

1.9. Stopover means a scheduled intentional stop in the passenger’s itinerary, located between the point of departure and the destination.

1.10. Force majeure means extraordinary circumstances that occur objectively, are unforeseeable, beyond the control of us or the passenger, and whose consequences cannot be avoided despite all necessary measures being taken.

1.11. Conditions of contract means the terms printed on the ticket, incorporated from these Conditions of Carriage and other notices or regulations issued by us.

1.12. Conditions of carriage means these Conditions of Carriage or those of other carriers where applicable, forming part of the air transport contract and governing the carriage of passengers, baggage, cargo, and mail.

1.13. Electronic miscellaneous document (EMD) means an electronic document issued by us or our designated agent, which may be required together with an e-ticket or issued separately to provide services to the passenger or agent named in the EMD.

1.14. Service price includes the fare and service surcharges. Each service price is published together with applicable conditions. Where required, service prices are filed with the competent authority.

1.15. Passenger Name Record (PNR) means data created by us or our designated agent at the request of the passenger or created by the passenger on our website or mobile application, stored in our reservation system, including personal details, itinerary information, and ancillary services used as the basis for issuing e-tickets and EMDs.

1.16. Original form of payment means the payment methods used by the passenger (such as cash, credit card, etc.) to purchase our services, as recorded on the ticket and/or EMD.

1.17. Carrier means the issuing airline and any airline that transports passengers and/or baggage under the ticket or provides related air transport services.

1.18. Other carrier means any carrier other than us, whose airline code appears on the passenger’s ticket or connecting ticket.

1.19. Passenger means any person, except crew members, carried with our consent on a flight.

1.20. Baggage means items, belongings, and personal effects of passengers carried during transport, including both checked and unchecked baggage unless otherwise stated.

1.21. Checked baggage means baggage we take custody of for carriage in the aircraft hold and for which we issue a baggage tag.

1.22. Cabin baggage means any baggage other than checked baggage, carried by passengers into the aircraft cabin under their own custody.

1.23. Contract of carriage means the agreement between the carrier and the passenger under which the carrier transports the passenger and baggage to the destination in exchange for payment of the service price.

1.24. ICAO means the International Civil Aviation Organization.

1.25. IATA means the International Air Transport Association.

1.26. Flight schedule means information including departure point, destination, and scheduled departure and arrival times.

1.27. Reference schedule means the flight schedule finalized at 15:00 on the day before operation, used to determine flight delays or cancellations.

1.28. Airline code means a two-character (letters or alphanumeric) or three-digit code used to identify a carrier.

1.29. Day means a calendar day including all seven days of the week; for notice purposes, the day of sending is excluded, and for ticket validity, the day of issuance or departure is excluded.

1.30. Authorities means government agencies, regulatory bodies, or authorized entities thereof.

1.31. Personal data protection laws include the EU General Data Protection Regulation (GDPR), Decree 13/2023/ND-CP of Vietnam effective from 01 July 2023, and other applicable data protection regulations.

1.32. Ticket office means our official sales office excluding designated agents.

1.33. Our regulations means rules issued by us, in addition to these Conditions of Carriage and service prices, governing passenger and baggage transport.

1.34. SDR (Special Drawing Right) means the IMF unit of account based on a basket of currencies.

1.35. Family member includes father, mother, siblings, spouse, and children.

1.36. Baggage tag means the document issued for identification of checked baggage.

1.37. Damage includes death or bodily injury of passengers, as well as loss, damage, or delay of baggage during air transport.

1.38. Check-in deadline means the time limit set by carriers by which passengers must complete check-in and obtain boarding passes.

1.39. Customer service hotline means our official customer support hotline published on our website and mobile application.

1.40. Itinerary receipt/receipt means documents issued to confirm booking and purchase of a ticket, including passenger and flight details.

1.41. Flight coupon means the data segment for each flight leg in the ticket database, showing operating carrier, flight number, dates, times, airports, booking class, and status.

1.42. Passenger ticket (Ticket) means the itinerary/receipt (including flight coupons), forming proof of the contract of carriage issued electronically or otherwise. Baggage ticket is part of the ticket relating to checked baggage. A connecting ticket is a ticket issued together with one or more tickets forming a single contract of carriage.

1.43. Our website and mobile application refer respectively to https://www.sunphuquocairways.com and the Sun PhuQuoc mobile application.

2.1. General Provisions

2.1.1. Except as otherwise provided in Articles 2.2, 2.5, and 2.6, these Conditions of Carriage shall apply to all flights operated by Us and in any case where We have legal responsibility in relation to the Passenger and the Passenger’s flight.

2.1.2. These Conditions of Carriage shall also apply to carriage provided free of charge or at reduced fares, unless otherwise specified in Our Regulations published on Our Website and Mobile Application, notified through Our Customer Service Hotline, or stipulated in any relevant contract, permit, or Ticket.

2.1.3. These Conditions of Carriage and certain essential provisions directly related to the rights and obligations of the Passenger and of Us towards the Passenger are made publicly available, and the Passenger may request detailed information at any time.

2.1.4. These Conditions of Carriage and Our Regulations may be amended at any time, subject to approval by the competent governmental authorities. Any such amendments will be publicly announced on Our Website and Mobile Application.

2.1.5. The official language of these Conditions of Carriage is Vietnamese. In the event that translations of these Conditions of Carriage are available in other languages, the Vietnamese version shall prevail and be used for interpretation of the provisions herein.

2.2. Carriage To/From Canada or the United States

2.2.1. These Conditions of Carriage apply to transportation between points within the territory of Canada, and between a point within the territory of Canada and any point outside Canada, provided that such points are included in the applicable Tariff in effect in Canada.

2.2.2. These Conditions of Carriage do not apply to air transportation governed by the United States Federal Aviation Act of 1958.

2.3. Charter Flights

If the carriage is performed under a charter agreement, these Conditions of Carriage shall apply only when expressly referred to or incorporated in the Ticket or any other agreement with the Passenger.

2.4. Code-Share Flights

On certain flights, We may have code-share arrangements with other carriers, referred to as “Code-Share Flights.” This means that even if the Passenger books a flight with Us and holds a Ticket showing Our airline name or designator code as the carrier, the aircraft operating the flight may be operated by another carrier. Where such arrangements apply, We will inform the Passenger of the name of the operating carrier at the time of booking.

2.5. Governing Law

The governing law of these Conditions of Carriage is the law of Vietnam. For international carriage falling within the scope of the Convention, the provisions of the Convention shall apply.

In the event of any inconsistency or conflict between these Conditions of Carriage and the laws of Vietnam and/or the provisions of the Convention, the laws of Vietnam and/or the provisions of the Convention shall prevail, as applicable.

If any provision of these Conditions of Carriage is held invalid, the remaining provisions shall remain in full force and effect.

2.6. Precedence of the Conditions of Carriage

Unless otherwise provided herein, in the event of any inconsistency between these Conditions of Carriage and Our Regulations, these Conditions of Carriage shall prevail.

3.1. The ticket is evidence of the conclusion of the Contract of Carriage. The information on the ticket includes, but is not limited to, the following:

a) Departure point and destination.

b) Agreed stopover points.

The absence of any of the above information does not affect the legal validity of the Contract of Carriage.

3.1.1. We will only carry a Passenger when: the Passenger has a confirmed seat on the flight and holds a valid ticket for carriage, in which the corresponding electronic flight coupon for that sector has not been used; and the Passenger’s name on the ticket matches the name on the Passenger Name Record (PNR) and the identity document presented at check-in. The Passenger may be required to present the Itinerary Receipt (printed or electronic) to our check-in or ground staff at the airport upon request.

3.1.2. Passengers are not permitted to transfer their ticket to another person.

3.1.3. Tickets sold at discounted fares may not be partially or fully refundable, except as provided in Section 3.1.4 or otherwise required by law.

3.1.4. If a Passenger holds a ticket as described in Section 3.1.3, has not used it, and is unable to undertake the journey and provides supporting evidence, we will consider a refund, notwithstanding the non-refundable condition under Article 11, after deducting applicable fees.

3.1.5. A ticket always remains the property of the issuing airline.

3.1.6. Ticket requirements

Passengers will only be carried if they hold a valid ticket issued correctly in their name, and the booking class, date, and flight shown on the electronic coupon match those in the Passenger Name Record.

If there is any discrepancy between the ticket, electronic coupon, and booking record, the Passenger may be denied carriage, or may be accepted only upon payment of additional service charges and applicable surcharges under the fare conditions.

If the Passenger cannot present the Itinerary Receipt (printed or electronic), we may retrieve the electronic ticket information from the Passenger’s booking in our system, provided the Passenger can prove with appropriate identification that the ticket belongs to them and is valid.

3.2. Validity of Tickets and EMDs

3.2.1. Unless otherwise stated on the ticket, in these Conditions of Carriage, or in fare conditions, a ticket is valid:

a) One year from the date of issuance if completely unused; or

b) One year from the date of the first flight if partially used, provided that such travel occurs within one year from the ticket issuance date.

c) Unless otherwise specified by us, an EMD is valid for one year from the date of issuance.

3.2.2. If a Passenger cannot travel within the validity period of the ticket because, at the time of requesting a reservation, we are unable to confirm a seat (except in cases caused by the Passenger), the ticket validity may be extended or a refund may be granted in accordance with Article 11.

3.2.3. If, after commencing the first sector, the Passenger is unable to continue the journey within the ticket validity period due to medical reasons, we may extend the ticket validity until the Passenger is fit to travel or until the first available flight after recovery, subject to seat availability in the originally purchased booking class. Medical reasons must be certified by a competent medical authority. Where the itinerary includes stopovers, validity may be extended for up to three months from the date stated in the medical certificate. Extensions may also apply to accompanying family members upon request.

3.2.4. In the event of a Passenger’s death on our flight, tickets of accompanying passengers may be modified with waived restrictions and extended validity. If a family member dies after travel has commenced, ticket validity for the Passenger and accompanying family members may be adjusted upon proof of relationship. Such changes require a valid death certificate and may not exceed 45 days from the date of death.

3.3. Sequence of flight sectors on the ticket

3.3.1. The fare paid is based on the entire itinerary from origin to final destination and is valid only if the sectors are used in the sequence shown on the ticket. If coupons are not used in the correct order, the ticket may lose its validity in most cases. The Passenger should contact our designated agent or us for refunds of unused sectors in accordance with applicable conditions.

3.3.2. If a Passenger wishes to change any sector, they must contact our designated agent or us in advance. The fare will be recalculated based on the fare applicable at the time of request (for unused tickets) or the original fare (for partially used tickets). The Passenger may need to pay any fare difference or surcharges. Alternatively, they may retain the original itinerary.

If changes are required due to Force Majeure, we will make reasonable efforts to transport the Passenger to the next stop or final destination. Fare recalculation will apply, and the Passenger may be required to pay any difference. If travel cannot continue, we will refund the unused portion without cancellation fees.

3.3.3. If a Passenger uses flight sectors out of sequence without prior approval, we may apply a new fare based on the actual itinerary, and the Passenger must pay any fare difference.

3.3.4. Some fare changes may result in price differences depending on date, flight, or class changes. Many fares are valid only for the specific flight/date shown and may be non-changeable or subject to additional fees.

3.3.5. Passengers will be accepted for carriage in the booked class, date, and flight. If no specific reservation is shown on the original ticket, booking is subject to fare rules and seat availability.

3.3.6. Failure to use flight sectors in sequence without prior notice may result in cancellation of subsequent sectors. The Passenger must contact us to revalidate bookings or request refunds under fare conditions.

3.4. Our name and address

Our name may be abbreviated as airline code "9G" on the ticket.

Registered address: 69B Thuy Khue, Tay Ho, Hanoi, Vietnam.

4.1. A Stopover is a point at which the Passenger may voluntarily stop in accordance with the itinerary shown on the Passenger’s Ticket, as agreed and subject to the requirements of the relevant Authorities and the applicable fare conditions published on Our Website and Mobile Application, at Our Branch Offices, or notified through Our Customer Service Hotline.

4.2. A Stopover must be prearranged with the Carrier and indicated on the Ticket.

5.1. Service Fare

The Service Fare is the applicable rate for transporting passengers from the departure airport to the destination airport. The Service Fare may include certain flight segments operated by partners not contracted with us. If the Service Fare includes other services, passengers will be informed of these services and the associated conditions at the time of ticket purchase.

The Service Fare is published on our Website and Mobile Application, at our Branches, or at ticketing agencies at the time the passenger makes payment. Changes to the flight segment, travel date, or flight requested by the passenger may result in a change to the applicable Service Fare.

5.2. Taxes, Fees, and Charges

Taxes, fees, and charges are determined by the competent authorities or the airport operating organization and are not included in the Service Fare. Passengers are responsible for paying us, on behalf of these organizations, all applicable taxes, fees, and charges for the itinerary purchased. At the time of ticket purchase, passengers will be notified of taxes, fees, and charges outside the Service Fare, most of which are itemized on the ticket.

If passengers change their ticket resulting in increased taxes, fees, or charges, they are responsible for paying these amounts to us. If taxes, fees, or charges are changed and/or issued after the passenger has purchased the ticket, we will notify the passenger of the specific conditions applicable. If the passenger does not agree to pay these taxes, fees, and charges, they may request a ticket refund in accordance with Article 11.

5.3. Surcharges and Fees

Surcharges and fees are determined by Us or other Carriers.

Surcharges may include fuel surcharges, system administration surcharges, ticketing service surcharges, and insurance surcharges. Fuel surcharges and insurance surcharges apply only to international flights.

Fees may include ticket change fees, service processing fees, other service fees, and no-show fees.

Details of surcharges and fees are published on Our Website and Mobile Application, at Our Branches, or announced via the Customer Service Hotline.

Changes to flight segments in the itinerary or to travel dates and flights at the Passenger’s request may result in changes to the applicable surcharges.

5.4. Total Service Fare

The Total Service Fare includes the full amount payable by the passenger to purchase the ticket, including the Service Fare, taxes, fees, and charges.

5.5. Payment of Total Service Fare

We are not obligated to transport and reserve the right to refuse carriage of passengers and baggage if the passenger does not pay the full Total Service Fare and any supplementary charges.

5.6. Payment Currency

The Total Service Fare and supplementary charges are payable in the currency of the country where the ticket is issued or as selected by the passenger when accessing our Website and Mobile Application, unless another currency is specified by us or the designated agency at the time of payment or prior to payment (e.g., if the local currency is non-convertible). We may, at our discretion, accept payment in another currency in accordance with applicable law.

6.1. Reservation Conditions

6.1.1. We or Our appointed Agents will make reservations for Passengers. Upon request, We will provide reservation details to the Passenger.

6.1.2. Certain fare types are subject to restrictions and may not permit changes or cancellations of confirmed reservations. Passengers must review the applicable fare conditions prior to booking, and We shall not be liable for any error or omission made by the Passenger in this regard.

6.2. Ticketing Time Limit

If the Passenger fails to pay for the Ticket within the ticketing time limit notified by Us or Our appointed Agents, We reserve the right to cancel the reserved booking. A reservation is not considered confirmed until (1) the Ticket has been validly issued and recorded in Our database; and (2) the Passenger has paid for the Ticket in full (or has made credit arrangements with Us) within the applicable ticketing time limit as specified in these Conditions of Carriage and/or Our Regulations. Any reservation not complying with these requirements may be cancelled by Us.

6.3. Personal Data

We comply with data protection laws when collecting, processing, and storing Passenger data for the purpose of fulfilling the Contract of Carriage. For further information, and before confirming or proceeding with a booking transaction, please refer to Our Privacy Policy.

6.4. Advance Seat Selection

Passengers may select seats in advance free of charge or for a fee depending on the conditions of the purchased ticket. Seat selection fees are specifically published in Our fee schedule, which is publicly available on Our Website and Mobile Application, or announced at Our Branches or via the Customer Service Hotline, and are confirmed by Us at the time they arise. We will make every effort to ensure the seat selected by the Passenger; however, for safety, security, or operational reasons, We reserve the right to reassign the Passenger’s seat, even after boarding the aircraft.

Passengers seated in rows near emergency exits must meet requirements set by Us and the relevant authorities (which are clearly communicated during the service purchase process). If a Passenger does not meet these requirements, We reserve the right to reassign the seat without refund of the seat selection fee.

In other force majeure circumstances, We may reassign seats for Passengers. If the Passenger does not agree, We will refund the Passenger in accordance with Our procedures.

6.5. Seating

We will endeavor to assign seating in accordance with the Passenger’s prior request. However, We do not guarantee any particular seat on board. We reserve the right to allocate or reallocate seats at any time, including after boarding, whenever necessary for safety, regulatory compliance, or security and health reasons. We will make reasonable seating arrangements for Passengers requiring special assistance in accordance with applicable laws.

6.6. No-Show Fee

Unless the applicable Fare Conditions restrict refund eligibility, the Passenger may be required to pay a no-show fee if failing to occupy a reserved seat on a confirmed flight. The applicable fee is published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline, and confirmed by Us at the time of occurrence.

6.7. Special Services

6.7.1. We will make every effort to provide special services requested by Passengers at the time of booking, subject to Our operational capability. We will inform the Passenger if We are unable to provide the requested special service. A Passenger’s request for a special service may be confirmed immediately or after We verify operational conditions or after the Passenger completes any formalities required for acceptance of carriage. For requests made at the airport, We will assess service availability and notify the Passenger accordingly. Should We confirm that the requested pre-booked service cannot be provided, We shall not be liable for any loss or additional expense incurred by the Passenger in connection therewith.

6.7.2. If the Passenger requires mobility assistance or other special aid, they must notify Us in advance to allow appropriate arrangements: (i) at least 24 hours prior to departure for basic assistance services such as wheelchair support or aid for hearing- and visually-impaired passengers, and (ii) at least 72 hours prior for medical services (e.g., stretcher, oxygen supply). Failure to provide sufficient notice may limit Our ability to accommodate such requests, although We will make reasonable efforts to assist.

6.7.3. For safety reasons, We may require the Passenger to travel with an escort if the Passenger is unable to evacuate independently or cannot comprehend onboard safety instructions.

6.7.4. We reserve the right to refuse carriage of any Passenger requiring stretcher transport on any flight.

6.7.5. Passengers may be required to pay a service charge for certain special services. The applicable charges are published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline, and confirmed by Us at the time of booking the service.

6.7.6. The acceptance of unaccompanied minors, passengers with disabilities, ill or pregnant passengers, or other passengers requiring special assistance is subject to prior arrangements with Us and compliance with the carriage regulations published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline.

6.8. In-Flight Services

6.8.1. We may provide onboard equipment, entertainment programs, meals, or other in-flight services depending on service availability and flight duration. Passengers may be required to pay a service charge for certain in-flight services. The applicable service charges are published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline, and confirmed by Us at the time of booking.

6.8.2. If We are unable to provide a service for which the Passenger has paid, We will inform the Passenger and fulfill Our related obligations as published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline.

6.9. Reconfirmation of Reservation

6.9.1. Reconfirmation of reservations for subsequent flight segments may be required within a specific time frame. We will notify Passengers if reconfirmation is required and advise on the method and location to complete it. If the Passenger fails to reconfirm when required, We may cancel the onward reservation(s). However, if the Passenger informs Us of their intention to travel on a flight whose booking has been canceled and seats remain available in the original fare class, We will reinstate the reservation and carry the Passenger to the next destination or final point of the journey. If no seats are available in the original fare class, We will make reasonable efforts to transport the Passenger to the next or final destination, and a surcharge may apply. The applicable surcharge is published on Our Website and Mobile Application, or notified at Our Branch Offices or via Our Customer Service Hotline, and confirmed by Us at the time of occurrence.

6.9.2. Passengers must check the reconfirmation requirements of other Carriers involved in their itinerary. If reconfirmation is required, the Passenger must reconfirm directly with the Carrier whose airline designator code appears on the relevant flight segment of the Ticket.

6.10. Cancellation of Subsequent Segments

If a Passenger holding a round-trip Ticket or a multi-segment Ticket under one booking reference fails to take the outbound flight but wishes to use the return or subsequent segments, the Passenger must notify Us no later than 30 minutes after the scheduled departure time of the missed outbound flight. If We do not receive such notification, and/or the Passenger fails to inform Us within 30 minutes after departure, We may cancel the booking for the remaining flight segments.

7.1. Passengers must be present at the check-in counter and boarding gate at the prescribed times to ensure completion of all necessary procedures before departure. We reserve the right to cancel a Passenger’s booking if the Passenger does not comply with the check-in deadline. Passengers are responsible for being aware of the required check-in reporting times.

Check-in counter opening times:

+ Domestic flights (Vietnam): at least 02 hours before scheduled departure.

+ International flights: at least 03 hours before scheduled departure.

Check-in counter closing times (end of acceptance of passengers):

+ Domestic flights (Vietnam): 40 minutes before scheduled departure.

+ International flights: 50 minutes before scheduled departure.

Check-in opening and closing times may vary depending on the airport and specific flight, and will be published on our Website and Mobile Application or informed to the Passenger at the time of ticket purchase.

7.2. We will arrange staff to assist passengers who have not completed check-in at the check-in area up to 15 minutes before the counter closing time or another period as required by the authorities, and will coordinate with security, immigration, and customs authorities to assist passengers in reaching the boarding gate on time.

7.3. Passengers must be present at the boarding gate no later than the time stated on their boarding pass. We reserve the right to refuse carriage if the Passenger is not present at the gate by the boarding closure time.

7.4. If the Passenger fails to comply with the above requirements, does not present the required travel documents as specified in Section 14.2, or is not ready for departure, we reserve the right to cancel the Passenger’s reservation.

7.5. Self check-in: Depending on operational conditions, we may provide self check-in facilities. The specific conditions and instructions will be published on our Website and Mobile Application and may be changed from time to time without prior notice.

7.6. We are not liable for any loss or expense incurred by the Passenger due to failure to comply with the provisions of this Article 7.

8.1. Refusal of carriage

We reserve the right to refuse carriage of any Passenger as well as any baggage of the Passenger (even if the Passenger holds a valid Ticket or boarding pass) in the following cases:

8.1.1. Such refusal is necessary to comply with applicable laws, regulations, or directives of any country, state, or territory from or to which the aircraft operates or over which it flies; or

8.1.2. The Passenger refuses to provide us with necessary personal information and/or information required by authorities for us to provide the requested products or services; or

8.1.3. The Passenger’s conduct, age, mental state, or health condition: (i) requires special assistance which has not been arranged in advance; or (ii) is such that we reasonably believe carriage or continued carriage may endanger the Passenger, other passengers on board, or the flight; or (iii) is necessary to prevent the spread of disease; or (iv) fails to comply with aviation safety, security, or operational regulations; or (v) engages in disorderly conduct, threatens flight safety, or endangers life, health, or property of others; or (vi) is under the influence of alcohol or other substances and is unable to control their behavior; or (vii) for security reasons under the Vietnamese Civil Aviation Law; or

8.1.4. The Passenger has previously engaged in disruptive behavior or theft on a prior flight and such behavior may recur; or

8.1.5. The Passenger refuses security screening of themselves or their baggage, or fails to respond appropriately to security questions at check-in or boarding, or fails security risk assessment, or tampers with or removes any security labels or seals on baggage or boarding passes; or

8.1.6. The Passenger has not fully paid the total service price, surcharges under Article 5 of these Conditions of Carriage, or any penalties, compensation, accrued charges, or other financial obligations owed to us; or

8.1.7. The Passenger does not possess valid travel documents, may attempt to enter a transit or destination country without valid documentation, destroys documents during the flight, or refuses to hand over documents to crew when requested; or

8.1.8. The Passenger presents a Ticket that (i) is invalid; or (ii) was purchased from an entity other than us or our appointed agent; or (iii) has been reported lost or stolen; or (iv) is counterfeit; or (v) cannot prove that the Passenger is the named person on the Ticket. In such cases, we reserve the right to confiscate the Ticket; or

8.1.9. The Passenger does not comply with requirements in Section 3.3 regarding correct coupon sequence usage, or holds a Ticket not issued or modified by us or our authorized agent; or

8.1.10. The Passenger fails to comply with safety or security instructions; or

8.1.11. The Passenger has previously violated or failed to comply with any of the above conditions; or

8.1.12. At the request of competent authorities.

8.2. Refusal of carriage or removal from aircraft

8.2.1. To ensure flight safety and security, we may refuse carriage or cancel unused portions of the Passenger’s itinerary in the following cases: (i) disruptive behavior; or (ii) inability to control behavior; or (iii) physical or mental condition affecting safety; or (iv) denied entry by authorities; or (v) failure to comply with staff instructions at airports or onboard; or (vi) disturbance of order or discipline; or (vii) deportation without escort; or (viii) spreading false information that threatens aviation safety or security; or (ix) at the request of Vietnamese or foreign aviation authorities.

8.2.2. We may also issue a flight ban notice, temporary or indefinite, prohibiting the Passenger from using our services or purchasing tickets directly or indirectly. If the Passenger attempts to use our services while the ban is in effect, we will refuse carriage.

8.3. Liability in case of refusal of carriage

8.3.1. We are not liable for any loss or damage arising from refusal of carriage or denial of onward transport under Sections 8.1 and 8.2.

8.3.2. Conversely, we reserve the right to claim compensation for costs related to claims or damages, including diversion costs caused by the Passenger’s behavior or condition as described in Section 8.2.1.

8.4. Aircraft weight/seat capacity limits

8.4.1. If aircraft weight or passenger load exceeds operational limits, we may reasonably decide which passengers or baggage will not be transported.

8.4.2. Our liability for passengers with confirmed reservations who are not carried shall follow Section 10.2.1 of these Conditions of Carriage.

8.4.3. Our liability for baggage not carried shall follow Section 9.6.3.

8.5. Guide dogs

We may refuse carriage of a passenger’s guide dog if any of the following occurs:

8.5.1. The guide dog is not properly muzzled.

8.5.2. We are unable to provide space for the dog in front of the passenger’s seat.

8.5.3. The dog’s location obstructs aisles or emergency evacuation areas.

8.5.4. The guide dog poses a direct threat to the safety or health of other passengers.

8.5.5. There is insufficient evidence that the dog is properly trained and certified as a guide dog.

8.5.6. Some requirements may be modified or not applied for travel to/from Europe or the United States. In such cases, passengers should contact us for details.

9.1. Free baggage allowance

Passengers are entitled to carry free baggage in accordance with our regulations and as stated on the Ticket. Free baggage must comply with the conditions and limitations published on our Website and Mobile Application or notified at our Branches or via our Customer Service Hotline.

9.2. Excess baggage

Passengers must pay the applicable fee for baggage exceeding the free allowance and in accordance with the payment methods published on our Website and Mobile Application or notified at our Branches or via our Customer Service Hotline.

9.3. Items not accepted as baggage

9.3.1. Passengers are not permitted to carry the following items in baggage:

a) Items that are not considered baggage as defined in Article 1;

b) Items that may endanger the aircraft, passengers, or property on board, as specified in the ICAO Technical Instructions for the Safe Transport of Dangerous Goods and the International Air Transport Association (IATA) Dangerous Goods Regulations, and as regulated by us;

c) Items prohibited for transport under applicable laws and regulations of countries and territories from, to, or over which the aircraft flies;

d) Dangerous items prohibited or restricted from carriage in person or baggage on board aircraft under regulations issued by competent authorities and published on our Website and Mobile Application.

9.3.2. Weapons, ammunition, and support tools are prohibited unless authorized by competent authorities; explosives, explosive materials; flammable substances; items that may be used as weapons or pose a threat; and other dangerous goods, if accepted for carriage, may only be transported as checked baggage in accordance with regulations published on our Website and Mobile Application. Ammunition must be separated from firearms for safe transport and properly packed in ammunition cases, magazines, or in accordance with regulations. All applicable regulations issued by relevant airport authorities, ICAO, IATA, and our company must be strictly complied with.

9.3.3. Passengers must not place fragile items, perishable goods (including fresh food and easily spoiled items), works of art, video cameras, cameras, money, jewelry, precious metals, precious stones, computers, electronic devices, negotiable instruments, securities, business documents, contracts, samples, identity documents, or other valuable items in checked baggage.

9.3.4. We shall not be liable for any damage suffered by passengers if such prohibited items are placed in baggage, whether or not we are aware of them.

9.4. Right to refuse carriage

9.4.1. We will refuse to carry baggage containing items specified in Article 9.3 and may refuse to continue carriage if such items are discovered in the baggage.

9.4.2. We will refuse to carry baggage containing dangerous or restricted items as regulated by competent authorities and published on our Website and Mobile Application.

9.4.3. For safety and security reasons, we may refuse to carry any baggage or item, including baggage not owned in full or partially by the passenger. We shall not be liable for any damage or inconvenience arising from such refusal.

9.4.4. If no prior arrangement is made, we may refuse to carry excess baggage on subsequent flights, even if the passenger has paid for excess baggage.

9.4.5. We may refuse checked baggage if it is not properly packed in suitable suitcases or containers to ensure safety during transport and handling.

9.4.6. We and our agents do not provide through-check of baggage to other airlines with which we do not have an interline agreement. Passengers must confirm baggage handling arrangements when connecting between carriers. We are not responsible for any loss or damage in such cases.

9.5. Inspection rights

9.5.1. We may require passengers to undergo security screening, including baggage inspection. If a passenger refuses, we may refuse carriage. We are not liable for damage caused by screening unless due to our fault.

9.5.2. We are not responsible for items confiscated by competent authorities under applicable laws.

9.6. Checked baggage

9.6.1. We are responsible for custody of checked baggage and will issue a baggage tag upon acceptance.

9.6.2. Checked baggage must bear the passenger’s name or identification mark.

9.6.3. Checked baggage is normally carried on the same flight as the passenger. If not possible due to safety, security, or operational reasons, it may be transported on another flight. We may deliver baggage to the agreed address or reimburse reasonable proven expenses incurred due to missing baggage.

9.6.4. Maximum weight per checked baggage piece is 32kg (70lb), and maximum total dimensions are 203 cm. Excess weight must be repacked. We are not liable for damages due to non-compliance.

9.6.5. Baggage exceeding 32kg or 203 cm is accepted only with prior notice and approval at booking.

9.7. Carry-on baggage

9.7.1. Carry-on baggage must comply with size and weight limits. If it exceeds limits or cannot be safely stored, it must be checked in.

9.7.2. Items unsuitable for cargo hold (e.g., musical instruments) may be carried in the cabin only with prior approval and may incur additional charges.

9.8. Baggage collection

9.8.1. Passengers must collect baggage promptly upon arrival. Storage fees may apply if uncollected. Unclaimed baggage after 30 days may be disposed of.

9.8.2. Only the person named on the baggage tag may receive the baggage.

9.8.3. If no tag is presented, baggage may be released upon proof of ownership.

9.8.4. Acceptance of baggage without complaint constitutes proof of proper delivery.

9.8.5. We will provide staff and designated areas for baggage complaints at airports.

9.9. Animals

We accept transport of pets (dogs, cats, birds) under the following conditions:

9.9.1. Pets must be properly caged and accompanied by valid veterinary and vaccination certificates, import/export permits, and other required documents.

9.9.2. Certain animal species may not be accepted for transport for safety reasons.

9.9.3. Pets are not included in free baggage allowance and are subject to excess baggage charges. They are normally transported in the cargo hold, except as otherwise specified.

9.9.4. Passengers are fully responsible for their pets. We are not liable for injury, loss, delay, illness, or death unless caused by our fault.

9.9.5. We are not responsible if pets are refused entry into any country.

9.9.6. Service dogs accompanying passengers with disabilities are carried free of charge outside the free baggage allowance.

9.9.7. Pets allowed in the cabin must comply with weight, size, and operational requirements. They must remain inside the carrier throughout the flight. If necessary, they may be moved to the cargo hold for safety reasons.

10.1. Flight schedule

10.1.1. The flight schedules shown in timetables are subject to change between the date of publication and the actual departure date of the Passenger. We do not guarantee flight schedules, and the schedule does not form part of the contract of carriage between the Passenger and us.

10.1.2. Before we accept a Passenger’s booking, we or our designated Agents will inform the Passenger of the applicable flight schedule at that time, and such information will be shown on the Passenger’s Ticket. When necessary, we may change the flight schedule after ticket issuance and/or cancel, terminate, reroute, divert, delay any flight, or change aircraft or stopovers, if reasonably required due to circumstances beyond our control and for safety or commercial reasons. If the Passenger has provided contact details, we will, within our responsibility, notify the Passenger of any schedule changes.

After the Passenger has purchased a Ticket, if we change the flight schedule, we are responsible for:

a) Notifying the Passenger;

b) Providing a refund or rebooking/re-routing to a suitable itinerary or flight time within 72 hours of the original departure time upon the Passenger’s request.

10.2. Flight delays, delays with passengers on board, cancellations, schedule changes, and denied boarding.

10.2.1. We shall take all necessary measures to avoid delays in the carriage of Passengers and their Baggage. When implementing such measures and to avoid flight cancellation, we may, where necessary, arrange for transportation by a different aircraft or another carrier.

10.2.2. In the event of flight delay, delay with passengers on board, cancellation, schedule change, or denied boarding, within the limits and conditions prescribed by the competent authorities, we will apply options chosen by the Passenger, including:

a) Providing timely and adequate information to the Passenger through appropriate means; providing meals and beverages; arranging suitable accommodation in accordance with passenger service quality regulations at airports issued by the competent authorities;

b) Re-routing the Passenger to a suitable itinerary or rebooking on another flight: for delays of 02 hours or more, within our service capacity, we will re-route the Passenger to the final destination, waiving restrictions on rebooking or transfer fees and any related surcharges (if applicable);

c) Providing advance non-refundable compensation to the Passenger in accordance with competent authority regulations (if applicable) in cases caused by our fault;

d) Refund the ticket or the unused portion of the ticket in cases of flight cancellation, delay, schedule change of 04 hours or more, denied boarding, or as otherwise required by competent authorities. Other obligations as prescribed by competent authorities (if any) shall also apply.

10.2.3. In cases where the delay or cancellation is not caused by us, we are exempt from the obligations specified in Articles 10.2.2(b), 10.2.2(c), and 10.2.2(d) of these Conditions of Carriage. However, we will make reasonable efforts to assist passengers as much as possible under the circumstances.

11.1. Refund conditions

We will refund the entire Ticket, EMD, or the unused portion of the Ticket in accordance with the provisions below and applicable laws.

11.1.1. Tickets and EMDs are refundable within their validity period. We will refuse refunds if the Passenger requests a refund more than 30 days after the Ticket or EMD has expired.

11.1.2. For Tickets or EMDs issued by our designated Agents or other airlines, the Passenger must request the issuing Agent or airline to process the refund.

11.1.3. Except as otherwise provided in this Article, refunds will be made to the person named on the Ticket or EMD, or to the person who paid for the Ticket or EMD, upon presentation of valid identification documents as required by law, a legally valid power of attorney certified by a competent authority, and the transport documents for which a refund is requested.

11.1.4. If the Ticket or EMD was paid for by a person other than the named passenger, and if the Ticket or EMD contains restrictions on refunds, we will only refund to the person who paid for the Ticket or EMD or as instructed by that person.

11.1.5. Refunds made under this Article 11 shall be deemed properly executed refunds. In such cases, we shall be released from liability for any claims by the Passenger or any other person regarding such refund.

11.2. Voluntary refund

A voluntary refund occurs when the Passenger proactively requests to terminate the contract of carriage and requests a full or partial refund according to the fare conditions and applicable ticket rules.

11.2.1. Refundable Tickets and EMDs

We will refund the Ticket, EMD, and any unused amounts after deducting applicable refund fees in accordance with our regulations. Unused amounts include taxes, fees, government-imposed charges, collected charges, and additional service fees that are refundable under our commercial policies from time to time.

11.2.2. Non-refundable Tickets and EMDs

We will not refund the Ticket, EMD, or unused amounts if the Passenger purchased a non-refundable fare. In such cases, we will only refund taxes, government fees, collected charges, and unused ancillary services that are refundable under our commercial policy from time to time.

11.3. Involuntary refund

An involuntary refund applies in the following cases:

a) Flight cancellation;

b) Schedule change earlier/later than 05 hours compared to the original departure time;

c) Failure to provide a confirmed seat;

d) Delay of 04 hours or more;

e) Missed connecting flight on the same carrier;

f) Safety or legal reasons;

g) Passenger condition or behavior;

h) War, epidemic, weather, strike.

11.3.1. Refundable Tickets and EMDs

We will refund the full Ticket, EMD, and unused amounts as specified in Article 11.2.1 that have not been used by the Passenger, except in cases provided under Clauses 3, 4, and 5 of Article 54 of the Vietnam Civil Aviation Law and Article 8 of these Conditions of Carriage.

11.3.2. Non-refundable Tickets and EMDs

a) In case of involuntary refund caused by our fault, we will refund the full unused Ticket, EMD, and the amounts specified in Article 11.2.2.

b) In case of involuntary refund caused by the Passenger’s fault, we will refund the amounts specified in Article 11.2.2.

c) In case of involuntary refund not caused by either party, we will refund the amounts specified in paragraph (a) of this clause or retain them for the Passenger in accordance with our policy.

d) In all cases, change fees, service handling fees, and ticketing surcharges shall not be refunded and are excluded from refund amounts.

11.3.3. Once the Passenger accepts the refund in these cases, the contract of carriage between us and the Passenger shall be terminated.

11.4. Refund for lost tickets

11.4.1. If a Ticket is lost in whole or in part and the Passenger provides satisfactory proof of loss and agrees to pay the applicable service fee, a refund may be processed after the Ticket has expired, provided that:

a) The lost Ticket has not been used, refunded, or exchanged, unless it was used or refunded due to our fault;

b) The refund recipient must complete our declaration form and agree to reimburse us if fraud is discovered or if the Ticket is used by another person, except where the loss is due to our fault.

11.4.2. If we or our designated Agent lose a Ticket in whole or in part, we are responsible for handling the matter.

11.5. Right to refuse refund

11.5.1. We may refuse a refund request submitted after the Ticket validity period.

11.5.2. We may refuse a refund if the Ticket has been used as proof of departure from a country, unless the Passenger provides satisfactory evidence of permission to stay or leave using another carrier or transport mode.

11.5.3. We may refuse refunds in cases specified in Article 8.2.

11.6. Refund currency

Refunds shall comply with regulations of the government of the country where the Ticket was originally purchased and the country where the refund is processed. Refunds are generally made in the original currency used for purchase or in another currency as permitted by local regulations.

11.7. Refund payer

We are responsible for refunding the Passenger via the original payment method or as otherwise agreed. For tickets purchased through intermediaries, we will refund the intermediary, who is responsible for refunding the Passenger.

11.8. Refund processing time

Upon receiving a valid refund request, we shall process the refund in the method and timeframe prescribed by the competent authorities.

12.1. Onboard the aircraft, if a Passenger commits any of the following acts: (i) commits a criminal offense; (ii) threatens or endangers aviation safety or security; (iii) assaults or threatens crew members or other Passengers; (iv) fails to comply with the instructions of the Pilot-in-Command or any crew member acting on behalf of the Pilot-in-Command concerning the safety of the aircraft or the maintenance of order and discipline onboard; (v) damages aircraft equipment or property; (vi) uses narcotics; (vii) smokes on board the aircraft, including in the lavatories; (viii) commits acts contrary to public order, decency, or good morals — We shall take all necessary security measures to prevent the continuation of such acts. We reserve the right to require the Passenger to disembark and hand the Passenger over to the competent airport authority at the point of departure or arrival, to permanently or temporarily refuse carriage of the Passenger on any flights operated by Us, or to request prosecution in accordance with applicable laws.

12.2. Passengers are not permitted to consume alcoholic beverages onboard Our flights unless such beverages are served by Us. We reserve the right to refuse service or remove any alcoholic beverages that have been served to the Passenger.

12.3. If a Passenger violates the provisions set forth in Article 12.1, We reserve the right to claim compensation from the Passenger for any damages arising from the Passenger’s misconduct, including costs related to emergency landings, personal injury, property damage, and any other losses suffered by Us, Our agents, employees, service providers, other Passengers, or third parties.

12.4. Electronic Devices

12.4.1. For safety reasons, Passengers are not permitted to use electronic devices onboard the aircraft, including but not limited to mobile phones, laptop computers, audio recorders, radios, MP3 players, CD players, electronic games, laser devices, or any signal-transmitting equipment such as remote-controlled toys and portable transmitters/receivers (walkie-talkies), unless authorized by Us. In cases where We grant permission, the use of such devices must strictly comply with Our regulations as communicated during the inflight safety video, cabin crew announcements, and the safety instruction card located at each Passenger seat. Hearing aids and pacemakers are permitted for use onboard.

12.4.2. If a Passenger fails to comply with the provisions of Article 12.4.1, We reserve the right to confiscate such electronic devices until the end of the flight.

13.1. Unless otherwise specified by Us, We do not operate, maintain, or provide any ground transportation services between airports or between an airport and any other location. We shall not be liable for the operation of such services provided by other operators, even in cases where Our employees or agents assist Passengers in using such services.

13.2. If We arrange for a Passenger to receive any services from a third party that are not air transport services, including but not limited to ground, rail, or maritime transportation, or if We issue a ticket or service voucher relating to such transportation or services (other than air carriage) provided by a third party — for example, hotel reservations or car rentals — this shall be deemed to mean that We act solely as an agent for the Passenger in dealing with such third party. The terms and conditions of the relevant third-party service provider shall apply, and We shall have no liability whatsoever to the Passenger in respect of such services, including any decision by the third-party provider to cancel or refuse to provide services to the Passenger, except where such liability arises directly from Our fault.

13.3. If We provide road, rail, or sea transport services directly to the Passenger, other specific conditions may apply to such transportation.

13.4. The Passenger shall bear all costs and expenses other than those included in the Service Fare.

14.1. General Provisions

14.1.1. Passengers shall familiarize themselves with the regulations applicable to exit, entry, and transit of any country from, into, or through which they intend to travel, and shall present to Us their passports, visas, health certificates (if required), and other necessary identification documents.

14.1.2. Passengers must comply with all laws, regulations, orders, decrees, requirements, and conditions of the countries having points of departure, arrival, or transit.

14.1.3. We shall not be liable in any way for any loss or expense arising from a Passenger’s (i) failure to possess the required documents such as passports, visas, health certificates, or other documents; (ii) possession of expired or invalid passports, visas, health certificates, or other documents; or (iii) failure to comply with applicable laws, regulations, orders, requirements, or instructions.

14.1.4. To assist Passengers, Our employees or appointed Agents may provide guidance or information related to obtaining necessary documents or visas, or complying with laws, regulations, orders, requirements, or instructions. Such guidance or information is provided for reference only.

14.2. Travel Documents

Prior to departure, Passengers must present to Us all documents required by the laws, regulations, orders, requirements, or conditions of the relevant countries, including passports, travel permits, or other valid travel documents for exit, entry, or transit. If We so request, Passengers shall permit Us to retain and copy their passports or other equivalent identification documents. These documents may be held and safeguarded by a crew member until the end of the flight. We reserve the right to refuse carriage if the Passenger fails to comply with these requirements or if any travel document appears to be invalid.

14.3. Refusal of Entry

If a Passenger is refused entry into a country, the Passenger shall bear all fines or charges imposed on Us by the relevant authorities, as well as any costs related to detention, transportation out of the country, and any other reasonable expenses incurred or to be incurred by Us. We shall not refund the fare paid for carriage to the point where entry was refused or from which deportation occurred.

14.4. Passenger’s Responsibility for Fines and Detention Costs

If We are required to pay or deposit any fine or incur any expense due to the Passenger’s failure to comply with the laws, regulations, orders, or travel conditions of any relevant country, or due to the Passenger’s failure to possess required documents, the Passenger shall reimburse Us for any amount paid or to be paid. We may apply towards such payment any fare paid by the Passenger for unused portions of travel or any other amount held by Us on behalf of the Passenger.

14.5. Customs Inspection

Upon request, Passengers must be present for inspection of their Baggage by customs officers or other government authorities. We shall not be liable for any loss or damage arising from such inspection or from the Passenger’s failure to comply with these requirements, except where such loss or damage is caused by Our fault.

14.6. Security Inspection

Passengers and their Baggage are subject to security screening by Us, government officials, airport authorities, or other Carriers. We shall not be liable for any damage arising from such security screening, unless caused by Our fault, or from the Passenger’s failure to comply with these requirements.

Carriage performed according to the itinerary specified on a Ticket, or on consecutive Tickets issued by successive Carriers, shall be considered as a single operation.

16.1. Applicable Laws

16.1.1. The Conditions of Carriage and Applicable Laws govern our liability to passengers. Where a passenger’s journey involves another carrier, their liability is governed by applicable laws, unless otherwise specified in that carrier’s conditions of carriage. Such carriers may have lower liability limits.

16.1.2. Applicable Laws may include conventions and/or laws applicable in each individual country.

16.1.3. We are only liable for damages arising on flights operated by us, or on flights for which we have legal responsibility to the passenger. If we issue a ticket or handle baggage for a passenger on another carrier’s flight, we act only as an agent of that carrier.

16.1.4. This Article 16 sets out liability limits and summarizes provisions applied under the Convention and applicable laws. In case of any conflict, the Convention or applicable laws shall prevail.

16.2. Liability for Death or Bodily Injury of Passengers

We are liable for proven damages suffered by a passenger in the event of death, injury, or bodily harm caused by an aircraft accident arising from or related to carriage performed by us, subject to applicable laws and the following provisions:

16.2.1. Our liability for each deceased or injured passenger is subject to the limits under the Convention. We are not liable beyond such limits if we prove that:

a) The damage was not caused by negligence or other wrongful act or omission by us, our employees, or agents;

b) The damage was caused solely by negligence or wrongful act or omission of a third party.

16.2.2. We are only liable for damages occurring on board the aircraft or during boarding/disembarking. If damage is caused by the passenger’s fault, our liability may be reduced or excluded.

16.2.3. We will provide advance payments to passengers or entitled claimants in accordance with our policy and applicable law. Such payments do not constitute admission of liability and will be deducted from the final compensation.

16.2.4. For journeys with departure, destination, or agreed stop in the United States, liability limits shall follow the Convention.

16.2.5. Nothing in these Conditions shall affect the rights and liabilities of carriers regarding claims where a person intentionally caused death or injury to a passenger.

16.2.6. Names of participating carriers may be checked at their ticket offices. Each carrier is independently responsible for the segments it operates and does not assume liability for other carriers’ operations.

16.3. Liability for Baggage Damage

16.3.1. We are not liable for damage to cabin baggage (except where caused by delay as defined in 16.4), unless such damage is caused by our fault or that of our designated agent.

16.3.2. We are not liable for damage caused by inherent defects, quality issues, or normal wear and tear during air transport.

16.3.3. Liability limits for loss, damage, destruction, or delay of baggage are governed by the Convention. Where only partial baggage is delivered, liability is calculated based on weight/number of pieces, not declared value.

16.3.4. Compensation is based on actual proven loss but not exceeding liability limits. The passenger must prove actual damage.

16.3.5. Liability limits do not apply if the passenger proves damage was caused by:

a) Intentional misconduct; or

b) Gross negligence with awareness of probable damage by us or our agents.

16.3.6. Where local law applies, its liability limits for baggage shall prevail.

16.3.7. If neither the Convention nor local law applies, our liability follows section 16.3.3.

16.3.8. If baggage weight/pieces are not indicated, free baggage allowance applies.

16.3.9. We are not liable for baggage damage due to delay if we took reasonable measures or could not avoid it.

16.3.10. We are not liable for injury or damage caused by items inside passenger baggage. Passengers are responsible for damage caused by their baggage.

16.3.11. We are not liable for fragile, valuable, or restricted items in checked baggage unless declared as valuable baggage.

16.3.12. We are not liable for damage due to passenger failure to comply with baggage procedures, including interline transfers without agreement.

16.3.13. Liability applies only where damage is caused by our fault and may be reduced if passenger fault is involved.

16.4. Liability for Passenger Delay

16.4.1. Our liability for damages due to passenger delay is limited by the Convention.

16.4.2. We are not liable if we took reasonable measures to avoid the damage or could not have avoided it.

16.5. General Provisions

16.5.1. We are only liable for death or injury caused by accidents occurring on board or during boarding/disembarking.

16.5.2. We are only liable for damages arising on our operated flights.

16.5.3. We are not liable for damages resulting from compliance or non-compliance with laws or government regulations.

16.5.4. Liability is limited to proven actual damages unless otherwise stated.

16.5.5. We are not liable for illness, injury, or death resulting from passenger health conditions or age-related risks.

16.5.6. Liability limitations also apply to our employees, agents, and representatives.

16.5.7. Nothing in these Conditions waives rights under the Convention or applicable laws.

16.5.8. We are not liable for force majeure events including natural disasters, war, strikes, etc.

17.1. Time Limits for Baggage Claims

17.1.1. Acceptance of Baggage by the Passenger without any complaint at the baggage claim area shall constitute prima facie evidence that the Baggage has been delivered in good condition and in accordance with the Contract of Carriage, unless the Passenger provides clear evidence to the contrary.

17.1.2. Written Claim

Before initiating legal proceedings regarding loss, shortage, damage, or delay of Checked Baggage, the person entitled to receive the Checked Baggage must submit a written claim to Us.

A written claim shall only be accepted if it is submitted to Us by the person entitled to receive the Checked Baggage within the following time limits:

a) Within seven (07) days from the date of receipt of the Baggage in the event of shortage or damage to the Baggage.

b) Within seven (07) days from the date the Baggage should have been received in the event of the loss of one or more pieces of Baggage.

c) Within twenty-one (21) days from the date the Baggage is received in the event of delayed carriage of the Baggage.

17.2. Any feedback, request, complaint regarding service quality, or claim for compensation submitted by the Passenger shall be received and handled by Us in accordance with these Conditions of Carriage and the applicable Laws. Passengers may submit feedback or complaints directly to Us or through Our Website or Customer Service Center.

17.3. Limitation Period for Legal Action

Any legal action relating to Our liability for damage suffered by the Passenger or to the Passenger's Baggage must be commenced within two (02) years from the date the aircraft arrived at the destination, the date on which the aircraft ought to have arrived, or the date on which the carriage ceased, whichever is later. The method of calculating the limitation period shall be determined by the law of the court having jurisdiction over the case.

18.1. This Conditions of Carriage and the Carrier’s Regulations may be amended or supplemented at any time. Any amendment or supplement to this Conditions of Carriage shall be duly registered with the Competent Authority and published on Our Website and Mobile Application immediately after receiving approval from such Authority. This Conditions of Carriage shall take effect three (03) days from the date of publication.

18.2. This Conditions of Carriage shall apply to journeys operated from 1 November 2025, in accordance with the provisions and validity of the applicable Convention.

18.3. No employee, servant, or agent of Ours has the authority to alter, modify, or waive any provision of this Conditions of Carriage.

Our rights and obligations in the carriage of Passengers and their Baggage shall also be governed by other applicable laws and regulations.