8.1. Refusal of Carriage

We reserve the right to refuse carriage of any Passenger and/or any of the Passenger’s Baggage (even if the Passenger holds a valid Ticket or Boarding Pass) in the following circumstances:

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

8.1.2. The Passenger refuses to provide the personal information and/or data required by the Authorities or necessary for Us to provide the products and services requested by the Passenger; or

8.1.3. The Passenger’s conduct, age, mental or physical condition: (i) requires special assistance that has not been arranged in advance; or (ii) is such that carriage or onward carriage would endanger the Passenger, other persons on board, or the safety of the flight; or (iii) may prevent the spread of infectious disease; or (iv) violates aviation safety, security, or operational regulations; or (v) causes disorder, endangers flight safety, or threatens the life, health, or property of others; or (vi) the Passenger is intoxicated or under the influence of substances impairing self-control; or (vii) for aviation security reasons as prescribed by the Civil Aviation Law of Vietnam; or (viii) at the request of competent authorities; or

8.1.4. The Passenger has previously committed acts of disturbance or theft on a flight and is likely to repeat such behavior; or

8.1.5. The Passenger refuses to undergo personal or baggage security screening, or after agreeing to screening, fails to respond satisfactorily to security questions at the check-in counter or boarding gate, fails a security risk assessment, tampers with or removes any security seals/tags on baggage or the Boarding Pass; or

8.1.6. The Passenger has not fully paid the Total Fare, surcharges as stated in Article 5 of these Conditions of Carriage, or any penalties, compensations, cumulative costs, or other financial obligations owed to Us; or

8.1.7. The Passenger does not possess valid travel documents, attempts to enter a transit or destination country without proper documentation, destroys travel documents during the flight, or refuses to surrender travel documents to the cabin crew upon request; or

8.1.8. The Passenger presents a Ticket that (i) is invalid; or (ii) was purchased from an unauthorized agent; or (iii) has been reported lost or stolen; or (iv) is a counterfeit; or (v) the Passenger cannot prove that they are the person named in the “Passenger Name” box. In such case, We may confiscate the Ticket; or

8.1.9. The Passenger fails to comply with Article 3.3 regarding the proper sequence of flight coupons, or the Ticket was not issued or altered by Us or an authorized Agent; or

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

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

8.1.12. At the request of competent governmental authorities.

8.2. Refusal of Carriage or Removal from Aircraft

8.2.1. For flight safety and security reasons, We reserve the right to refuse carriage or cancel the unused portion of a Passenger’s Ticket in the following cases: (i) the Passenger causes disturbance; or (ii) is unable to control their behavior; or (iii) their physical or mental condition poses a threat to their own safety or life; or (iv) the Passenger has been refused entry; or (v) fails to comply with regulations or crew instructions at the airport or on board; or (vi) causes disorder or indiscipline at the airport or on board; or (vii) is a deportee without escort; or (viii) provides false or misleading information affecting aviation safety or security; or (ix) as required by the Civil Aviation Authority of Vietnam or foreign authorities.

8.2.2. We also reserve the right to issue a flight ban notice, either temporary or permanent, against the Passenger on all flights operated by Us. Such a ban prohibits the Passenger from purchasing Tickets or having Tickets purchased on their behalf. If the Passenger attempts to use Our services while the ban remains effective, We will refuse carriage.

8.3. Liability in Case of Refusal of Carriage

8.3.1. We shall not be liable for any damages or losses arising from a Passenger being refused carriage or onward transportation in accordance with Articles 8.1 and 8.2 above.

8.3.2. Conversely, We reserve the right to claim compensation from the Passenger for any costs related to claims or losses, including those arising from flight diversions resulting from the Passenger’s conduct, behavior, or condition as stipulated in Article 8.2.1, or as a consequence of refusal or termination of carriage.

8.4. Aircraft Weight/Seating Limitation

8.4.1. If the aircraft’s weight or seating capacity exceeds operational limits, We reserve the right to reasonably determine which Passengers or Baggage will not be carried.

8.4.2. Our liability toward Passengers holding confirmed reservations who are denied boarding shall be governed by Article 16.5.6 of these Conditions of Carriage.

8.4.3. Our liability toward Passengers whose Baggage is not carried despite confirmed reservations and timely check-in shall be governed by Article 9.6.3 of these Conditions of Carriage.

8.5. Guide Dogs

We may refuse carriage of a Passenger’s guide dog in any of the following cases:

8.5.1. The guide dog is not properly muzzled.

8.5.2. We are unable to arrange a space for the dog directly in front of the Passenger’s seat.

8.5.3. The location of the guide dog on board obstructs aisles or areas that must remain clear under safety regulations for emergency evacuation.

8.5.4. The guide dog shows behavior that poses a direct threat to the health or safety of other Passengers on board.

8.5.5. Insufficient proof is provided that the dog has been fully trained and certified as a guide dog.

8.5.6. Some or all of the requirements specified in this Article 8.5 may be modified or not applicable for Passengers traveling with guide dogs or other assistance animals to or from Europe or the United States. In such cases, Passengers should contact Us for further information.