Article 11. Refund

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.