Vietnam Airlines E-voucher - Terms & Conditions

Section I: General Terms and Conditions

1.            Definitions

Unless stated otherwise, the terms used in these Terms and Conditions are defined as follows:

1.1.  "Electronic Voucher" (E-voucher) refers to a stored value asset used to pay for flight tickets and ancillary services accepted by Vietnam Airlines, serving as a substitute for cash and other payment methods. These Terms and Conditions apply to E-vouchers specified and categorized in Article 2 Section I of these Terms and Conditions.

1.2.   “E-voucher Owner” refers to the individual who receives the E-voucher and/or the individual whose name is on E-voucher

1.3.  Identified (Non-transferable)/ Unidentified (Transferable) E-voucher:

Identified (Non-Transferable): Includes two types:

An E-voucher that can only be used to purchase flight tickets or ancillary services of Vietnam Airlines for the person whose name appears on the E-voucher, or

An E-voucher that can be used for the person whose name appears on the E-voucher and other person traveling under the same PNR code with the person whose name appears on the E-voucher.

Unidentified (Transferable): An E-voucher that can be used to purchase flight tickets or ancillary services of Vietnam Airlines for any person.

1.4.  "Issuance Date" refers to the date which E-voucher is issued.

1.5.  "E-voucher Expiry Date" refers to the last day on which the Customer can use the E-voucher to purchase flight tickets or ancillary services of Vietnam Airlines. This date is specified in the email containing the E-voucher code sent to the Customer. (23:59 UTC -Coordinated Universal Time, 06:59 +1 Hanoi Time)

1.6.  "E-voucher Validity Period” refers to the period during which the E-voucher can be used to purchase flight tickets or ancillary services of Vietnam Airlines.

1.7.  "E-voucher Refund" refers to the reimbursement of the E-voucher value to cash or the original E-voucher payment method.

1.8.  "Refund the value of flight tickets or ancillary services purchased with E-voucher" refers to the reimbursement of the value used to pay flight tickets or ancillary services to the original E-voucher.

1.9.  “Onetime Use/ Multiple Use E-voucher”

Onetime Use: This type of E-voucher can only be used once to purchase flight tickets or ancillary services of Vietnam Airlines. After the first use, any remaining balance (if applicable) will automatically expire.

Multiple Use: This type of E-voucher can be used multiple times to purchase flight tickets or ancillary services of Vietnam Airlines. Any remaining balance (if applicable) after each transaction will be retained for the next transactions.

1.10.    EMD Non refund (EMD-NR): refers to Electronic Miscellaneous Documents issued by VNA during reimburse the value paid by E-voucher for the specified cases according to these Terms and Conditions.

Conditions of EMD Non-Refund (EMD-NR)

EMD-NR is used to pay for flight tickets and ancillary services accepted by Vietnam Airlines

One time use

Not be refunded in any forms

If not fully used in one redemption, the remaining value cannot be refunded or converted;

Validity is 3 months from issuing date

1.11.    Any terms used in these Terms and Conditions that have been defined or explained in the Vietnam Airlines’ Conditions of Carriage and relevant legal documents shall have the same meanings as stated in those documents.

2.            Terms and Conditions for the usage of E-voucher:

2.1 Classification of E-voucher groups:

Compensation E-voucher Group:  E-voucher issued by Vietnam Airlines for compensation purposes when the Customer accepts this form of compensation based on reading, understanding and accepting the conditions of use according to these Terms and Conditions.

Refund/Residual E-voucher Group:  E-voucher issued by Vietnam Airlines when a ticket refund or exchange with residual value. The issuance of a refund/residual E-voucher follows fare rules of tickets or is applied when the Customer chooses this form of reimbursement.

Commercial E-voucher Group: E-voucher purchased through the Vietnam Airlines website or mobile application.

Reward E-voucher Group: E-voucher issued by Vietnam Airlines and sent to customer for promotional or rewarding purposes.

2.2 General Terms of Use

- E-vouchers can be used to purchase flight tickets and ancillary services at Vietnam Airlines ticket offices or authorized agents, or via the Vietnam Airlines’ website (www.vietnamairlines.com) and mobile application.

- The E-voucher redemption for Vietnam Airlines flights or ancillary services, as well as E-voucher Refund, can only be processed within the E-voucher Validity Period. After the - E-voucher Expiry Date, Customers cannot:

  + Use, extend the validity, or reactivate the E-voucher; or

  + Transfer the remaining balance to another E-voucher for future use; or

  + Request a conversion of the unused balance into cash or any other original payment method used to purchase the E-voucher.

- When using an E-voucher to purchase flight tickets or ancillary services of Vietnam Airlines, the E-voucher value will be applied to cover the total amount including base fare, ancillary service fee, taxes, fees, and surcharges (if applicable).

- After the redemption for flight tickets or ancillary services, E-voucher balance will be adjusted accordingly. If there is any remaining balance, it will be retained in the E-voucher and can be used for the next transactions. The use of such remaining balance is subject to the terms and conditions of the E-voucher.

- The Customer can combine up to three payment methods in a single transaction for purchasing flight tickets or ancillary services, including E-voucher(s) and any other payment methods accepted by Vietnam Airlines.

- An E-voucher issued in a specific currency can only be used to purchase flight tickets or ancillary services in that same payment currency.

- The name of the person on E-voucher cannot be changed.

2.3 General Conditions

- The validity of the E-voucher is 12 months from the Issuance Date.

- The E-voucher can be used multiple times.

- The E-voucher is identified/non-transferable: can be used for the person whose name appears on the E-voucher and other person traveling under the same PNR code with the person whose name appears on the E-voucher

- Name on E-voucher can not be changed.

- Refund E-voucher (to cash or the original E-voucher payment method): Not permitted.

- Refund the value of flight tickets or ancillary services purchased with E-voucher: comply with the condition of  E-voucher ( allow/not allow Refund the value of flight tickets or ancillary services purchased with E-voucher) and   the fare rules and ancillaries Service rule applicable.

- Voluntary changes or refunds for flight tickets/ancillary services purchased with an E-voucher: Voluntary changes or refunds must comply with Vietnam Airlines’ Conditions of Carriage and the fare rules applicable at the time of purchase.

In cases where changes/refunds are permitted, the following conditions shall be applied:

-     When the E-voucher is within its Validity Period and the condition of  E-voucher allow refund the value of flight tickets or ancillary services purchased with E-voucher:

+   Change of flight tickets/ancillary services: Permitted. In the event of a ticket change with residual value, such value will be refunded to the E-voucher.

+   Refund of flight tickets/ancillary services: Permitted. The amount paid with the E-voucher will be refunded to the E-voucher. If the ticket/ancillary service was paid with multiple payment methods, the refund will be credited to the respective payment methods.

-          When the E-voucher has expired or the condition of  E-voucher NOT allow refund the value of flight tickets or ancillary services purchased with E-voucher:

+   Change of flight tickets/ancillary services: Permitted. In the event of a ticket change with residual value, such value will not be refunded.

+   Refund of flight tickets/ancillary services: Permitted. The amount paid with the E-voucher will not be refunded. Only amounts paid with other payment methods (if any) will be refunded.

         In cases where changes/refunds are not permitted, the following conditions shall be applied:

         The customer has the right to request a refund of the taxes eligible for refund as specified in Article 11.2.2 of Vietnam Airlines’ Conditions of Carriage, provided that the tax refund request must be made within the refund validity period of the tickets/ancillaries as specified in Article 11.1.1 of  Vietnam Airlines’ Conditions of Carriage. The specific form of refund is as follows:

-     When E-voucher is within validity and the condition of E-voucher allow refund the value of flight tickets or ancillary services purchased with E-voucher: Eligible taxes will be refunded to the E-voucher.

-    When E-voucher expires or the condition of E-voucher NOT allow refund the value of flight tickets or ancillary services purchased with E-voucher: No refund

- Involuntary changes or refunds for flight tickets/ancillary services purchased with an E-voucher (caused by Vietnam Airlines or force majeure): Involuntary changes or refunds must comply with Vietnam Airlines’ Conditions of Carriage, regulation of local authorities and the following conditions: 

When the E-voucher is within its Validity Period and the condition of E-voucher allow refund the value of flight tickets or ancillary services purchased with E-voucher:

-     Change of flight tickets/ancillary services: Permitted. In the event of a ticket change with residual value, such value will be refunded to the same E-voucher.

-       Refund of flight tickets/ancillary services: Permitted. The amount paid with the E-voucher will be refunded to the E-voucher. If the flight ticket/ancillary service was paid with multiple payment methods, the refund will be credited to the respective payment methods.

When the E-voucher has expired or the condition of  E-voucher NOT allow refund the value of flight tickets or ancillary services purchased with E-voucher:

-     Change of flight tickets/ancillary services: Permitted. In the event of a ticket change with residual value, such value will be refunded to EMD Non Refund  as specified in Item 1.9 of these terms and conditions.

-       Refund of flight tickets/ancillary services:

+  The amount paid with the E-voucher will be refunded to EMD Non  Refund  as specified in Item 1.9 of these terms and conditions.

+   Payments made through other methods (if applicable) will be refunded to the respective payment methods.

3.            Rights and Responsibilities of Vietnam Airlines

3.1    Vietnam Airlines reserves the right to modify or amend these Terms and Conditions of the E-voucher at any time. Such modifications or amendments shall not affect any E-voucher that has already been issued to the Customer.

3.2    Vietnam Airlines reserves the right to verify the validity of the E-voucher at any time. Vietnam Airlines may revoke the E-voucher, refuse providing transportation service and/or ancilaary service if the E-voucher is found to be used for an unauthorized person, or an improper purpose, or in case of fraud, forgery, or violation of applicable laws or these Terms and Conditions. 

3.3    Vietnam Airlines shall not hold any responsible for any loss, stolen, or unauthorized use of the E-voucher upon it has been sent to the E-voucher Owner.

3.4    Vietnam Airlines shall not hold any responsible for any failure to deliver the E-voucher code to the Customer due to the Customer providing an incorrect email address for receiving the E-voucher.

3.5 Vietnam Airlines is responsible for proctecting the personal data of E-voucher Owner under Vietnam Airlines’ Privacy Policy published on website www.vietnamairlines.com. Vietnam Airlines shall only use personal data  of E-voucher Owner to fulfill its obliagtions in accordance with  these Terms and Conditions. Any collection, use, sharing, disclosure, or transfer of personal data to third parties for other purposes must be explicitly consented by the E-voucher Owner in compliance with applicable laws.

4.            Rights and Responsibilities of the E-voucher Owner

4.1 Using the E-voucher indicate the Customer’ full acceptance of these Terms and Conditions. These Terms and Conditions are provided to the Customer prior to the Customer's selection to purchase or receive the E-voucher and are also published on the Vietnam Airlines’ website www.vietnamairlines.com and mobile application.

4.2 Customers are not permitted to create or use any fraudulent E-voucher. It is prohibited for the E-voucher Owner to use E-voucher for improper purposes, unauthorized person or to engage in fraudulent activites or actions violating the applicable laws and these Terms and Conditions.

4.3 The E-voucher Owner is responsible for protecting information relating to their E-voucher and using E-voucher in compliance with these Terms and Conditions.

4.4 In the event that the persons use flight ticket and ancillary service paid with E-voucher differ from the person whose name appears on the E-voucher and a refund transaction arises in accordance with these Terms and Conditions, the refunded amount will be credited to the E-voucher. Such person using flight ticket and ancillary service shall have no right to request a refund to their personal account or to file any complaints related to such refund.

4.5 Customers reserve the rights to submit claims or complants regading the use of E-Voucher as specified in Aritcle 5, Section I of these Terms and Conditions.

5.            Terms for implemetation

5.1 No agent or ticket office of Vietnam Airlines has the authority to modify, adjust, or waive any part of these Terms and Conditions.

5.2 These Terms and Conditions of the E-voucher constitute the complete and final agreement between Vietnam Airlines and the Customer regarding the E-voucher, and supersede any prior understandings or agreements (whether oral or written) related to this matter.

5.3 If any provision of these Terms and Conditions of the E-voucher is deemed invalid, unenforceable, or non-compliant with applicable law according to declaration by any competent authority, such provision will not affect the validity and enforceability of the remaining provisions of these Terms and Conditions. In such cases, Vietnam Airlines and the Customer agree to replace the invalid, unenforceable, or non-compliant provision with a legally valid and enforceable provision that reflects the original intent.

5.4 These Terms and Conditions of the E-voucher are published in both English and Vietnamese. In the event of any discrepancies or disputes regarding the interpretation or understanding of these Terms and Conditions between the two languages, the Vietnamese version shall prevail.

5.5 For any inquiries or complaints regarding the use of the E-voucher, the Customer may contact Vietnam Airlines via email at [email protected] or by calling the hotline at 19001100.

5.6 These Terms and Conditions of the E-voucher shall be governed by and construed in accordance with the laws of Vietnam.

5.7 Customer’ inquiries or complaints regarding passenger transportation services or  flight tickets or ancillary services will be resolved in accordance with the Vietnam Airlines’ Conditions of Carriage, as published on the Vietnam Airlines’ website www.vietnamairlines.com or mobile application.

5.8 All inquiries and complaints from the Customer, as well as disputes regarding the use of the E-voucher, will be settled by Vietnam Airlines in accordance with these Terms and Conditions and applicable laws.

5.9 To the extent permitted by law, the Customer agrees to resolve any disputes arising from or related to these Terms and Conditions at the People's Court of the Socialist Republic of Vietnam.