THE DEPARTMENT OF COMPETITION AND CONSUMER PROTECTION, MINISTRY OF INDUSTRY AND TRADE ANNOUNCES SOME OF THE LATEST POLICIES ON REFUNDING OR CHANGING AIR TICKETS OF SOME AIRLINES IN VIETNAM DUE TO THE IMPACT OF COVID-19.

1. Vietjet Air

From April 23, VietJet and HD Insurance launched a "Safe Flight" insurance package for all passengers flying on domestic flights of the Airline.

Accordingly, passengers of Vietjet will receive insurance benefits to support living costs, lose income due to being quarantined by COVID-19 epidemic at 1 million VND a day when quarantine is concentrated due to suspected infection or treatment because of epidemiological journeys on Vietjet flights in accordance with regulations of regulatory agencies.

Details of Vietjet's COVID-19 customer support policy: https://www.vietjetair.com/vi/news/tin-tuc-1606290402592/vietjet-ho-tro-cho-khach-hang-anh-huong-do-dich-COVID-19-1620297309105

2. Bamboo Airways

Bamboo Airways applies the refund policy for all eligible refunds and guarantees. For group passengers, the airline will refund the ticket to the account, the refund will be used to pay for the next delegations with the flight period not exceeding 31/12/2021. For tickets sold through the sales channels of partners and agents, refunds are transferred to the agent account within 90 days from the date the agent sends the request to the Airline by email.

For tickets sold via direct sale channel (Booking Center, Ticket Office, Website), refunds will be transferred to the guest's account within 90 days from the date the airline receives the request from the guest. If guests wish to use the refund to Bamboo Airways' services before the above 90-day period, the relevant departments will refund and use the backup account to pay for the service to customers.

In case passengers in the area are blockaded or quarantined due to the request of the competent authorities, Bamboo Airways domestic flights in which the flight time is in lockdown or quarantine, the airline will apply to change the date of flight, flight time and itinerary or free of charge for re-name and refund of tickets. In case the locality does not specify the time limit for quarantined blockade, Bamboo Airways will calculate 21 days from the date of updating the blockaded and quarantined area.

3. Vietnam Airlines

From 10th May, Vietnam Airlines implements a policy to support the exchange and refund of tickets purchased in Vietnam market and have a completely domestic journey. For Vietnam Airlines tickets with departure date between 1st to 31th May 2021 (excluding tickets with economy class booking) are allowed to change the flight date once free of charge in the validity of the ticket. This policy applies if the passenger doesn’t take the booked flight and announces a cancellation at least 3 hours before departure time.

For passengers want to refund tickets, Vietnam Airlines waives the refund fee for passengers who choose to refund the voucher with 100% of the refund value. This policy applies to passengers with flight delays or cancellations at the request of the Government or due to the cause of the disease, or for conditional tickets that are allowed to be refunded and passengers wishing for voluntary refund. In case the passenger refunds the ticket but does not cancel the seat on the flight booked as prescribed, Vietnam Airlines will apply a no-show fee when completing the refund procedure. Passengers can use the voucher 5 days after being refunded to purchase air tickets, checked baggage and other Services of Vietnam Airlines. The validity of the voucher is 1 year from the date of refund.

For passengers who want to refund tickets in the form of initial payment, Vietnam Airlines will refund after 3 months from the last flight date in the ticket if the ticket is conditionally allowed to refund.

4.  Viettravel Airlines

Vietravel Airlines also has policies that apply to retail travelers who have purchased tickets on flights scheduled to depart May 5-20 and itineraries to/from epidemic areas or are being quarantined, are being tested pending results, passengers test positive, passengers are being treated for COVID-19, affected by the blockade, due to the travel ban of competent local authorities. The above passengers will be able to change the date / itinerary for free once...

Passengers are refunded free of charge for tickets with conditional refund as prescribed, the money will be refunded to the agent account, customers after 30 days. For passengers wishing to change their date/itinerary, the change must be made at least 4 hours prior to the departure time of the new sector.

In case the group must report cancellation/change 72 hours in advance compared to the departure time of the first flight sector. Particularly for sectors with itineraries coming from Hanoi, Da Nang or the area where the Government announces the epidemic, the airline will be refunded free of charge in accordance with current regulations, refunded to the agent/travel company account within 30 days ...

In order to ensure the legitimate rights and interests of consumers, the Bureau of COMPETITION AND CONSUMER PROTECTION notes that consumers carefully learn about the policy of supporting refunds or exchange of air tickets on the official website of aviation enterprises, tourism and travel agencies.

In case of submitting a complaint from the Bureau of COMPETITION AND CONSUMER PROTECTION, please access the link: http://khieunai.bvntd.gov.vn/ so as to make complaints online.

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