Customer Service Plan

1. Cases Where Passengers Have a Ticket and a Confirmed Reservation but Are Denied Carriage Due to the Fault of Sun PhuQuoc Airways

In certain cases, passengers who have a ticket and a confirmed reservation on a flight may be denied carriage due to the fault of Sun PhuQuoc Airways. For example, this may occur when the number of passengers who check in exceeds the actual number of seats available on the aircraft. In such cases, for flights departing from within the territory of Vietnam, Sun PhuQuoc Airways will arrange an alternative flight and fulfill the Carrier's obligations, including providing non-refundable advance compensation to passengers in accordance with Sun PhuQuoc Airways' policy, but not lower than the amount stipulated in Circular No. 48/2026/TT-BXD of the Ministry of Construction on air transport. For flights outside the territory of Vietnam, the applicable regulations of the country concerned or our regulations shall apply.

Sun PhuQuoc Airways shall be exempt from the obligation to provide non-refundable advance compensation in cases where a passenger holding a ticket and a confirmed reservation on a flight, or a passenger already in transit, is denied carriage in accordance with Article 146 of the Law on Civil Aviation of Vietnam, specifically in the following cases:

- Due to the passenger's health condition, where We determine that transporting or continuing to transport the passenger would endanger that passenger, other persons on board, or the safety of the flight.

- To prevent the spread of infectious diseases.

- The passenger fails to comply with regulations on aviation safety, aviation security, air transport operations, or administrative sanctions for violations of civil aviation regulations.

- The passenger engages in conduct that disturbs public order, threatens flight safety, or endangers the life, health, or property of another person.

- The passenger is under the influence of alcohol, beer, or other stimulants to the extent that they are unable to control their behavior.

- For security reasons notified by the competent authorities.

- At the request of a competent state authority.

Method and deadline for non-refundable advance compensation: Sun PhuQuoc Airways may provide non-refundable advance compensation to passengers through the following methods:

- Cash; bank transfer or through intermediary services, online payment services, or other lawful electronic payment methods in accordance with applicable payment laws. Frequent-flyer program reward points (if any), complimentary tickets, payment vouchers, or compensation documents to be used for subsequent services provided by the Carrier. The conversion value of these methods must be equivalent to the monetary compensation and must not be subject to unreasonable restrictions on use;

- Other services as agreed between Sun PhuQuoc Airways and the passenger.

Non-refundable advance compensation shall be provided as follows:

- No later than 90 days from the scheduled departure date of the flight on which the passenger was denied carriage, the passenger shall submit a request for non-refundable advance compensation to Sun PhuQuoc Airways at the airport, ticket office, or through electronic means. Within 7 days from the date of receipt of the passenger's complaint, Sun PhuQuoc Airways shall respond regarding the provision of non-refundable advance compensation.

- Within 21 days from the date of receipt of the passenger's request, Sun PhuQuoc Airways shall fulfill its obligation to provide non-refundable advance compensation. If compensation is not provided, SPA shall notify the passenger and clearly state the reason for refusal.

Places where Sun PhuQuoc Airways shall provide non-refundable advance compensation to passengers:

- The airport where the passenger was denied carriage;

- A branch or representative office designated by Sun PhuQuoc Airways, as agreed with the passenger, where the passenger completed check-in at a location other than an airport;

- The account provided by the passenger where the passenger chooses bank transfer or another appropriate intermediary payment service.

2. Passenger Service Policy in the Event of Schedule Changes: Delays, Early Departures, or Flight Cancellations

2.1. Delays, Planned Transportation Interruptions of 15 Minutes or More, and Early Departures

Sun PhuQuoc Airways shall notify passengers of information relating to the flight, including: flight number and route; the reason for the delay, early departure, cancellation, or transportation interruption; the estimated take-off time or alternative flight plan; passenger service arrangements; and the passenger assistance department (location and identification).

2.2. Provision of Services at the Airport

- Delay of 2 hours or more: Refreshments will be provided.

- Delay of 3 hours or more: Food and beverages will be provided.

- Delay of 6 hours or more (from 07:00 to before 22:00): Suitable rest facilities will be arranged in accordance with the actual conditions at the airport;

- Delay of 6 hours or more (from 22:00 on the previous day to before 07:00 on the following day): Sleeping and resting facilities will be arranged in accordance with local conditions, or an alternative solution will be provided subject to the passenger's consent;

2.3. Itinerary Changes

The following policy applies to passengers who have a confirmed reservation and a ticket for a flight operated by Sun PhuQuoc Airways:

Type of Schedule Change	Level of Impact	Free Change to Another Flight on the Same Route	Free Itinerary Change	Refund Without Fee
Early departure	Less than 15 minutes			According to fare conditions
Early departure	From 15 minutes to less than 3 hours	✓	✓	According to fare conditions
Early departure	3 hours or more	✓	✓	✓
Delayed departure	Less than 15 minutes			According to fare conditions
Delayed departure	From 15 minutes to less than 4 hours	✓	✓	According to fare conditions
Delayed departure	4 hours or more	✓	✓	✓
Flight cancellation due to SPA's fault		✓	✓	✓
Denied carriage due to SPA's fault		✓	✓	✓

a. Free Change to Another Flight on the Same Route

- Passengers may change, once, to another flight operated by SPA with the same origin and destination, subject to availability in the same service class.

- The new flight must depart within:

- 72 hours before or after the departure time of the affected flight for domestic flights;

- 7 days before or after the departure time of the affected flight for international flights.

- SPA waives ticket-change restrictions, change fees, and fare differences within the same service class.

b. Where No Suitable Flight Is Available

- If no suitable flight is available within the periods specified above, SPA will propose the nearest available flight or an alternative itinerary.

- SPA will prioritize arranging passengers on an alternative flight departing within the specified period. If no SPA-operated flight is available within this period, or if no seats remain on flights serving the same route, SPA will propose the nearest available flight outside the specified period for the passenger to choose. If the passenger does not agree to the proposed option and falls within a case eligible for a refund under the table above, SPA will process the refund without charging a fee.

c. Free Itinerary Change

- An itinerary change means changing to an equivalent itinerary operated by SPA. The option may include a connecting flight or a change to the nearest available departure or arrival airport.

- Where SPA proactively proposes a change to the departure or arrival airport, SPA will provide ground transportation in accordance with its prevailing policy.

d. Change of Flight Number

- A change of flight number shall be considered a flight cancellation, except where the flight number is changed to ensure flight operations or at the request of a competent authority.

- Where a flight number is changed to ensure flight operations or at the request of a competent authority and the change also results in a change to the departure time, the passenger's rights shall be determined based on the change in departure time specified in the table above.

2.4. Non-Refundable Advance Compensation

a. Amount of Non-Refundable Advance Compensation

- In the event of prolonged delays or cancellations of flights departing from within the territory of Vietnam, Sun PhuQuoc Airways shall provide passengers with non-refundable advance compensation at the levels stipulated in Circular No. 48/2026/TT-BXD of the Ministry of Construction on air transport.

Flight Distance	Compensation Amount
Domestic
Less than 500 km	VND 220,000
From 500 km to less than 1,000 km	VND 330,000
1,000 km or more	VND 440,000
International Flights Departing from Vietnam
Less than 1,000 km	USD 28
From 1,000 km to less than 2,500 km	USD 55
From 2,500 km to less than 5,000 km	USD 88
5,000 km or more	USD 165

- For flights outside the territory of Vietnam, the applicable regulations of the country concerned or our regulations shall apply.

- Where a flight is initially delayed for an extended period and subsequently cancelled, non-refundable advance compensation shall only be provided once.

b. Exemption from the Obligation to Provide Non-Refundable Advance Compensation in the Event of Flight Cancellation

Sun PhuQuoc Airways shall be exempt from the obligation to provide non-refundable advance compensation for the following reasons:

- Weather conditions affecting the safe operation of the flight.

- Security risks affecting the safe operation of the flight.

- The flight cannot be operated or is subject to an extended delay pursuant to a decision of a competent state authority.

- A medical emergency or death occurs after a passenger or crew member has boarded the aircraft.

- The aircraft scheduled to operate the flight is sabotaged, or the fleet is sabotaged.

- Armed conflict, political instability, or strikes affecting the flight.

- Where aviation infrastructure or air navigation services are insufficient to ensure the operation of the flight.

- A technical incident occurs during aircraft operations, from the time the pilot-in-command signs for and accepts the aircraft as ready for the flight until the completion of the flight.

- The passenger is re-accommodated or rebooked to the planned destination with an expected departure time no earlier than 2 hours before the scheduled departure time of the cancelled flight and an arrival time at the final destination no later than 4 hours after the scheduled arrival time of the cancelled flight.

- The passenger is re-accommodated or rebooked to the final destination of the itinerary with an arrival time no more than 6 hours later than the scheduled arrival time at the final destination, in the case of passengers traveling on multiple flight segments or multiple connecting flights operated by Sun PhuQuoc Airways.

- The passenger has been notified by text message, email, or other equivalent means of the flight cancellation at least 48 hours before the scheduled departure time of the updated flight schedule.

- The passenger has not registered their contact information as required.

- Sun PhuQuoc Airways shall be exempt from the obligation to provide non-refundable advance compensation where the passenger is carried free of charge; carried at a discounted fare applicable to airline employees (Industry Discount Ticket), airline agents (Agent Discount), partners, or business associates using discounted or complimentary tickets.

- Sun PhuQuoc Airways shall be exempt from the obligation to provide non-refundable advance compensation where the passenger voluntarily relinquishes their confirmed reservation.

c. Exemption from the Obligation to Provide Non-Refundable Advance Compensation in the Event of Flight Delay

Sun PhuQuoc Airways shall be exempt from the obligation to provide non-refundable advance compensation for any of the following reasons: