To provide greater convenience and ensure passengers receive their entitled benefits, Sun PhuQuoc Airways (SPA) is expanding the channels available for submitting and processing refund requests for eligible taxes and authority-collected fees on non-refundable tickets. The expanded refund channels apply to tickets issued from 25 September 2026.
Under the new policy, passengers can submit refund requests through the same channel where their ticket was originally purchased and issued, without having to visit the Airline's Central Ticket Office in person.
Important note on ticket issuance date: Tickets issued before 25 September 2026 will continue to be handled under the current procedure, with refund requests accepted at Sun PhuQuoc Airways' Central Ticket Office.
1. Can taxes and fees be refunded on non-refundable tickets?
Yes. Even if the ticket fare is non-refundable, passengers may still request a refund of eligible, unused taxes and authority-collected fees, including:
- Passenger Service Charge
- Security Screening Fee
Important notes
- No processing fee: Sun PhuQuoc Airways does not charge any processing fee for refunds of the above-mentioned taxes and authority-collected fees.
- Base fare is non-refundable: The base fare, as well as other surcharges and services that do not fall under authority-collected taxes and fees, remains subject to the fare conditions applicable to each ticket type.
- Refunded taxes and fees must be eligible for refund and unused.
2. Refund channels for taxes and authority-collected fees (effective from 25 September 2026)
From 25 September 2026, passengers can submit refund requests conveniently based on the principle: "Buy where you bought, refund where you bought."
| Original ticket purchase channel | Refund request channel |
| Official SPA Website / App | Submit the request via the Sun PhuQuoc Airways Website or Mobile App |
| Official SPA Ticket Office | Contact the representative Ticket Office where the ticket was originally purchased and issued |
| Air Ticket Agents | Contact the Agent where the ticket was originally purchased and issued |
Therefore, passengers do not need to visit the Central Ticket Office if their ticket was issued from 25 September 2026 and falls within the scope of the expanded refund policy.
Refund request deadline: For tickets issued from 25 September 2026, passengers may submit a refund request within 01 year from the ticket issuance date, subject to the applicable conditions.
3. How to request a refund of taxes and fees on non-refundable tickets
A. Tickets purchased online via the Sun PhuQuoc Airways Website/App
Passengers can submit a refund request by following these steps:
Step 1: Access the official Sun PhuQuoc Airways Website or Mobile App.
Step 2: Go to "Manage Booking" and enter the Booking Reference (PNR) and passenger's last name.
Step 3: Select "Request Tax/Fee Refund" for the unused flight segment and follow the instructions provided.
Step 4: The refund will be processed in accordance with applicable regulations and returned via the original payment method.
When can refund requests be submitted via the Website/App?
Passengers can submit a refund request themselves via the Website/App up to 03 hours before the scheduled departure time.
Within 03 hours of departure, passengers who need to request a refund should contact the Customer Care Center (CC) for assistance.
Example: If the flight is scheduled to depart at 15:00, passengers can submit a refund request via the Website/App until 12:00. From 12:00 onwards, please contact the Customer Care Center for assistance.
B. Tickets purchased at a Ticket Office or through an Agent
Passengers should contact the Ticket Office or Agent where the ticket was originally purchased and issued to request a refund.
When submitting a refund request, passengers may be required to provide:
- Booking Reference (PNR);
- E-ticket number;
- Other information as required by the relevant refund channel.
C. Sun PhuQuoc Airways-appointed Agents
Agents appointed by Sun PhuQuoc Airways to issue tickets are responsible for:
- Receiving and processing passengers' refund requests for eligible taxes and authority-collected fees in accordance with the Airline's procedures;
- Refunding eligible taxes and authority-collected fees for unused flight segments;
- Ensuring passengers' rights and benefits are protected in accordance with Sun PhuQuoc Airways' current policies and regulations.
4. Sun PhuQuoc Airways is always listening to its passengers
Expanding the channels for submitting and processing refunds of taxes and authority-collected fees on non-refundable tickets is one of Sun PhuQuoc Airways' efforts to simplify the refund process and provide passengers with a more convenient experience.
Sun PhuQuoc Airways sincerely appreciates all feedback from passengers and partners and will continue to review and improve its service processes, ensuring that passenger rights and benefits are handled more transparently, conveniently and easily.
Support Information
- Hotline: 1900 1599
- Website: www.sunphuquocairways.com
- Support Email: 19001599@sunphuquocairways.com
Sun PhuQuoc Airways values every journey and listens to every piece of feedback!
