HELP CENTER

According to regulations and carriage contract of Vietjet Air, the airline does not guarantee the delay or cencellation of flight as for the objective reasons, weather, calamity, security, technique… And, the airline is not responsible for the loss of customers. In case, customer cancel the flight, the airline will be responsible for refund 100% of airfare.

If the flight of Vietjet Air is cancelled or delayed for 3 hours later than the Scheduled Departure time, passengers can choose one of three following options:

a. Continue to get on the next flight with available seat and follow the instruction of the airline, passenger will not be charged extra fee.

b. Depart at another time, retain passenger’s transport freight in the airline’s system, providing that passenger has to rebook within 90 days.

c. Refund airfare, including airfare, taxes, and fees regulated by the government, airport’s authority, service charge that the airline collect at the airport, and other related fees (if any).

For the safety on flights, Vietjet could ban or restrict some items used in flights such as electronic devices, including but not limiting such items as mobile phone, laptop, pocket recorders, portable radio, CD players, electronic games or signal transmitting means including remote control games and radios. Hearing aids and heart rate monitor are allowed in Vietjet Air flights.

If there is any change in flight of Vietjet, the carrier will inform passenger via email that passenger use to book, and via passenger’s phone number. Passengers should check mail box more frequent to obtain the latest information.

The responsibility of Vietjet in loss of passengers as for flight delayed: according to regulation on goodwill payment for transporting baggage delay, passengers cannot receive checked baggage within 24 hours since the time when the aircraft lands in the destination, and is not resident at the airport, passengers will be compensated with 180,000 VND/pax in domestic flights, and 300.000 VND/pax in international flights.

In aviation, passenger class is also called service class. Normally, there are three types of passenger class:

- SkyBoss class
- Eco class
- Promo class

By dint of the classification, the airline regulates differnet airfare. Accordingly, the SkyBoss Class has the highest price, followed by Eco Class and Promo Class.

Vietjet Air only transports single routes and is not responsible at any circumstance for connecting flights, even when passengers miss the next flight.

In cases flights are delayed, cancelled, come late, promoted or discounted, Vietjet Air needs passengers’ exact information about phone number to announce immediately.

In all flights, even in cheap flights of Vietjet, smoking is prohibited. Passengers cannot bring foodstuff on board for using.

Currently, there 5 Vietjet Air international routes exploited, including flights to Taiwan, Singapore, Korea, Thailand, and Cambodia.

The airline is also exploting two direct routes from Vietnam to Korea: Seoul – Da Nang, and Seoul – Hanoi with the frequency of 7 round-trip flights per week. The duration of each flight is about 5 hours, supplying 2,520 seats/week.