Article 8. Refusal of and limitation on carriage

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.