Airline policies - Vietjet


Article 1: Definition

In the terms of carriage, the following expressions have the following meaning:

  • Tariff” means the fees and charges as required by Us and the Authorities.
  • Route” means a flight from the airport at the place of departure to the airport at the place of destination.
  • We / us / our / ourselves” means Vietjet Aviation Joint Stock Company (VietJet).
  • Connecting flight” means a subsequent flight providing onward travel under the same Ticket, other type of Ticket or on a conjunction Ticket.
  • Convention” means the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed in Warsaw on 12 October 1929 (hereinafter referred to as the Warsaw Convention), and the Warsaw Convention which was amended in The Hague on 28 September 1955 (hereinafter referred to as the amended Warsaw Convention in The Hague); and any other applicable protocols, Conventions or legal documents.
  • Agent” means a Ticket Agent who We appointed to represent Us in the sale of air transportation products on our flights and, when authorized, on the flights from other air carriers.
  • Stopover” means a scheduled Stop on a Passenger’s journey, at a point between the place of departure and the place of destination.
  • Force majeure” means unusual and unforeseeable circumstances which neither We nor Passengers could control, and of which the consequences could not have been avoided even if all due care had been exercised.
  • Terms of carriage” means the requirements, content related to the carriage which We have notified Passengers, including the information displayed on Tickets and/or on websites and/or in the approved Conditions of carriage and/or in other forms of announcement.
  • Conditions of contract” means the terms printed on the paper or electronic Ticket (the Itinerary, Receipt or Confirmation of itinerary), which incorporate these Conditions of carriage and other information for reference. “Conditions of carriage” means these Conditions of carriage or those of other Carriers as the case may be, which constitute a part of the Contract of carriage, prescribing the conditions of the carrier in the carriage of Passengers, Baggage, goods, posts, parcels and letters by air.
  • Unit” means the currency unit determined by the International Monetary Fund and defined as Special Drawing Rights (SDR).Unit is converted to Vietnamese dong according to the official exchange rate announced by the State Bank of Vietnam at the time of payment (refer to Clause 2, Article 166 of the Law on Civil Aviation of Vietnam in 2014).
  • Fares or Ticket prices” are stipulated in Article 4 of the Conditions of carriage.
  • Other carrier(s)” means any carriers other than Us. These carriers’ codes are printed on the Passenger’s Ticket or Conjunction Ticket.
  • Passenger” means any individual, except for members of the operating crew, who are carried or to be carried on an aircraft with Our consent.
  • Baggage” means the personal properties accompanying Passengers in connection with their journeys.Unless provided otherwise, it consist of both the Checked and Hand baggage.
  • Checked baggage” means the Baggage delivered to us for transportation in the hold of an aircraft and for which we have issued a Baggage identification tag and taken into our custody.
  • Hand baggage” means any Baggage of Passengers other than Checked baggage, including all items which are brought on board by Passengers and which are solely in Passengers’ custody during flights.
  • Contract of carriage” means an agreement between the Carrier and the Passenger, in which the Carrier transports the Passenger, Baggage to the destination and the Passenger has to pay for the transportation service.The contract takes the forms of Ticket or any equivalent of Ticket.
  • Day(s)” means all seven Days of the week in accordance with the Gregorian calendar.
  • Authority” means governmental agency, governing body, or any authorized individuals/ organizations.
  • Relevant service suppliers” means units, organizations/individuals authorized to provide services relating to reservation, selling Tickets, payment or collection of payment, doing aviation procedures, providing aviation services, aviation ground services etc., for the purpose of passenger transportation.
  • Baggage identification tag” means a document We issue to Passengers to identify their Checked Baggage.
  • Damage” includes the death or wounding to a Passenger, or any bodily injury suffered by a Passenger, caused by an accident on the aircraft or during any of the operations of embarking or disembarking.It also means damage sustained in the event of the destruction or the total or partial loss of or damage to Baggage which occurs during carriage by air.In addition, it means the Damage occasioned by delay in the carriage by air of Passengers or Baggage.
  • Check-in deadline” means the time limit provided by the Carrier by which Passengers must complete check-in and receive boarding passes.
  • Ticket price” incluce the fare, taxes, fees, charges, service fees and surcharges (if any).
  • Website” means our website at .
  • Ticket” means the electronic Confirmation of itinerary provided and sent by Us or Our authorized agent to passengers via the email addresses registered in the bookings. Ticket should state Passenger’s name, booking code, flight information and other information related to the journey.
  • Confirmation of itinerary” means the document We issue to passengers to confirm their itinerary and bookings.

Article 2: Applicability

2.1. These Conditions of carriage apply to all our carriage services printed on the Ticket, unless We provide otherwise in our regulations or other related contracts, certificates and Tickets.

2.2. These Conditions of carriage are subject to change from time to time in accordance to our business regulations or as required by the authorities or required by Law.Such changes will be published on our Website. The Conditions of carriage and the essential parts of the Regulations are also published widely and passengers may request for details at any time.

2.3. Governing Law: In the event of inconsistency between any provisions in these Conditions of carriage, or in connection with them by reference, and the provisions in the applicable Convention and in any current law, governmental regulations, decrees, or with any request being irrevocable by any means of agreement between related parties, such provisions will not be applied.The nullification of any provisions does not affect the validity of any other provisions.

2.4. Conditions prevailing: In the event of inconsistency between these Conditions of carriage and our regulations, the Conditions of carriage shall prevail.

2.5. Charter flights: If the carriage is performed pursuant to a charter agreement, these Conditions of carriage apply only to the extent they are incorporated by reference or otherwise, in the Ticket or other agreement(s) with Passengers.

2.6. Codeshare flights: On some flights, We may have arrangements with other Carriers known as “Codeshare flights”.This means that even if you have a reservation with us and hold a Ticket showing our name or Airline Designator code which indicates us as the Carrier, another Carrier may operate the aircraft.If such arrangement applies to a flight, We will advise the Passengers of the name of the other carrier who will be operating the aircraft before the Passengers make reservations.

Article 3: Tickets

3.1. Ticket is a document to transport passengers by air and is the evidence of the Contract of carriage between Passengers and Us.

3.2. Ticket is valid only to Passengers whose names and flights are clearly stated on the Ticket.

3.3. We will provide carriage only to the Passenger who is named in the Ticket.The Passengers must present appropriate identification documents and their booking codes at check-in.

3.4. Ticket is only transferrable in accordance with the Conditions of carriage, the conditions of the Ticket and the current published Tariff from time to time.

Article 4: Ticket prices/Fares

4.1. Fares mean the prices We announce at the time of the purchase of Tickets and exclude any taxes, service fees and charges.Unless stated otherwise by us from time to time, fares only cover the carriage from the airport at the place of departure to the airport at the place of destination; and do not include any fees for ground services in the airport and for the transport from the airport to the city.We are strictly a point-to-point carrier and hold no responsibility for the Passengers' connecting flights under any circumstances, such as immigration procedures at Transit, collecting Checked baggage and checking in for the next flight,except for Our fault(s).

4.2. Service fees for children aged from fourteen (14) days to two (2) years old at the time of the Departure are published in the tariff on our Website or on our Booking system.Children must sit in the laps of their accompanied adult passengers.One adult passenger may only accompany one child.No prams nor pushchairs are allowed on board.

4.3. Passengers must pay all taxes, fees, charges and surcharges imposed on Passengers as required by the relevant Authorities or authorized organizations, or the airport operators, or Us or other Carriers.Passengers will be notified about the taxes, fees, charges and surcharges at the time of purchasing the Tickets; most of these information are normally shown separately on the Ticket.

4.4. We hold no responsibility for the carriage of Passengers and Baggage, and reserve the right to refuse it if all applicable fares, taxes, fees and charges are not fully paid.

4.5. Fares, taxes, fees, charges and surcharges are payable in the currency stipulated in the system as announced by us, unless stated otherwise by the law or by the authorities.

Article 5: Stopover

5.1. Stopovers may be permitted at Agreed Stopping Places subject to relevant Authorities’ requirements and our Regulations.

5.2. Stopovers must be arranged with Carrier(s) in advance and specified on the Ticket.

Article 6: Reservations

6.1. Reservations: Are made on our Website or through our Authorized Agents or our Hotline, after that, Passengers will receive their reservation codes.

6.2. Confirmation of reservations: Is made after the Passenger completes the payment on the system.Passengers will receive Tickets which show the confirmed codes of the reservations.

6.3. In some events wherein the booking is made only 24 hours prior to the departure or wherein promotional tickets (Promo) are concerned, the tickets must be fully paid for before any reservation or confirmation code is issued to the Passenger.

6.4. Changes to reservations, including Passengers’ names, Flights, Routes and departure time, are prescribed as follows:

6.4.1. General conditions: In the event that Passengers wish to change their flight itineraries or flights with equal or higher ticket class other than the original purchased, to which the Passengers agree, and they pay all fees related to changes of reservations and fare difference (if any) due to the changes to reservation, We will proceed with the changes to flight itineraries or flights for passengers. The changes are only completed after the passengers fulfill the payment according to our published Tariff from time to time and Fare difference (if any).We will update the changed information to Passengers’ Tickets.

6.4.2. Specific conditions for each travel class:

Summary of Ticket Conditions

Carry-on baggage 10 Kg 07 Kg 07 Kg
Checked baggage   30 Kg and 01 (one) golf club set under 15Kg (if any) 20 Kg Up to 40 Kg at extra cost
Name change  image1.png Permitted  image1.png Permitted  image1.png Permitted

• Name change fee and fare difference (if any) apply

• Only applicable to unused entire ticket or booking

• Name change must be applied for the entire itinerary

Change of flight, departure date, journey image1.png Permitted image1.png Permitted image1.png Permitted

• Free of charge

• Fare difference applies (if any)

  • Change fee, and fare difference (if any) apply
Upgrade image2.png Not applicable image1.png Permitted image1.png Permitted

• Free of charge

• Fare difference apply (if any)

  • Change fee, and fare difference (if any) apply
Time required to make change   All requests for change must be made at least 03 (three) hours prior to scheduled departure time
No-show   Passenger must contact Vietjet within 72 hours after the scheduled departure time to request cancelling the no-show flight, and to be entitled to a credit shell

• The no-show flight ticket is automatically cancelled

• The entire fare of the cancelled flight is forfeited

Cancelation & credit shell entitled to passenger image1.png Permitted image2.png Not permitted
  • Only applicable to ticket booked with original SkyBoss fare (not applicable to SkyBoss fare upgraded from other fare types)
  • Credit shell is valid for use up to 02 (two) years from the scheduled departure date of the cancelled flight
  • System administration fee applies


a. SkyBoss Ticket Class

SkyBoss ticket fare includes 10kgs hand baggage, 30kgs checked baggage and special services such as: Luxurious lounges (not available in Thai domestic airports), check-in procedure priority, SkyBoss shuttle service to the aircraft (in the case of the airport does not have aero bridge), seat selection priority on the aircraft. Passengers can change flight schedule without charge for SkyBoss ticket and change name of passengers with the following conditions:

Changes to flights, departure time, and journey are free of charge up to 03 hours before the scheduled departure time. Changed ticket price must be equal to or higher than the purchased ticket. If the price of new ticket is higher than the purchased ticket, the difference shall be paid upon changes.

Name of passengers can be changed for the entire journey and at least 03 hours before the scheduled departure time of the first route. Passengers are subject to pay the fee to change names in accordance with our regulations.

The entire amount of ticket fare shall be lost if passengers cancel the ticket at any time or fail to go on board of the registered flights. This ticket class is not subject to refund or subsequent reservation except for our regulations of Refund at Article 11 below.

b. Deluxe Ticket Class

Deluxe ticket fare includes 7kgs hand baggage, and 20kgs checked baggage and extra services such as:

Passengers can change flight schedule without charge for Deluxe ticket and change name of passengers with the following conditions:

Changes to flights, departure time, and journey are free of charge up to 03 hours before the scheduled departure time. Changed ticket price must be equal to or higher than the purchased ticket. If the price of new ticket is higher than the purchased ticket, the difference shall be paid upon changes.

Name of passengers can be changed for the entire journey and at least 03 hours before the scheduled departure time of the first route. Passengers are subject to pay the fee to change names in accordance with our regulations.

The entire amount of ticket fare shall be lost if passengers cancel the ticket at any time or fail to go on board of the registered flights. This ticket class is not subject to refund or subsequent reservation except for our regulations of Refund at Article 11 below.

c. Eco Ticket Class

Eco ticket fare includes 7kgs hand baggage, and excludes checked baggage. Passengers should purchase checked baggage if necessary.

Passengers can change flight schedule and name of passengers with Eco ticket with the following conditions:

Changes to flights, departure time, journey and name of passengers are only accepted at least 03 hours before the scheduled departure time and passengers must pay the changing fee applicable to every passenger, route, and every time of change. Changed ticket price must be equal to or higher than the purchased ticket. If the price of new ticket is higher than the purchased ticket, the difference shall be paid upon changes.

The entire amount of ticket fare shall be lost if passengers cancel the ticket at any time or fail to go on board of the registered flights. This ticket class is not subject to refund or subsequent reservation. This ticket class is not subject to refund or subsequent reservation except for our regulations of Refund at Article 11 below.

6.5. Ticket must be fully paid before We confirm the reservation. We reserve the right to cancel the reservation and refuse the carriage if the Ticket is not fully paid in any circumstances.

6.6. Personal information: Passengers agree that their personal information are provided to us for the purpose of making reservation, completing booking, buying related services, developing or providing services, assisting the migration procedures, and submitting to the authorities, in connection with their journeys.For all these purposes, Passengers authorize Us to retain and use such information and to transmit it to our own offices, our authorized agents, the competent authorities, or other relevant service providers.

Upon the Passengers' requests or as agreed by the Passengers, We may use personal information that the Passengers provide to us and that We collect, including information about how Passengers complete the payment process or how they use our services and facilities, for the purposes of:

    • Making reservation, completing payment and receiving Tickets, providing carriage and any related services and facilities;
    • Accounting, billing and auditing, verifying credit cards or other payment cards;
    • Migration and customs control;
    • Safety, security, administrative and legal purposes;
    • Statistical and market analysis, managing frequent flyer programs;
    • System testing, maintenance and development;
    • Customer relations;
    • Direct marketing and market research.

When providing such information to the third parties for the above-mentioned purposes, We commit to and are responsible for maintaining the confidentiality of customer information by the third parties as required by law.

6.7. Advance seat reservations: Passengers may a seat reservation in advance at the time of the bookings or at least 03 hours before departure and at the fee for seat reservations.The seat reservation fees are published in our Tariff.We will endeavor to secure the seats chosen by the Passengers, however, owing to safety or security reasons, We reserve the right to reassign Passengers' seats at any time, even when Passengers have boarded on the flights.In the event that a flight is changed, cancelled or delayed, in regard to Passengers with successful advance seat reservations, Passengers are entitled to choose from following options:

  • a. Arrange the exact seats in accordance with Passengers' reservations on the next flights;
  • b. Arrange equivalent seats to their reservations on the next flights; or
  • c. Arrange any vacant seat for Passengers on the next flights and refund the fees for advance seat reservations to them.

6.8. Seats: We will endeavor to honor the Passengers' seat requests, however, We do not guarantee any particular seat on board.Passengers will be assigned with seats upon check-in, however, We reserve the right to change the Passengers’ seats at any time, even when the Passengers have boarded on the flights for safety or security reasons, the Authorities’ requirement, or concerns about Passengers’ health.

6.9. On-board services: During flights, products and services including souvenirs, duty free items, meals, etc. are not refundable or transferrable after their purchases.Passengers must present their boarding passes to crews to receive the services they have purchased.

6.10. Special services:

a. We will endeavor to honor the Passengers' special requests as stated at the time of booking in accordance with our capabilities.We will notify the Passengers if We cannot provide such special services as requested.The Passengers' special requests will be confirmed immediately or after We consult these Conditions of carriage or after Passengers fulfill the procedures as required by these Conditions of carriage.However, We hold no liability for any loss, charge, violation to the contracts, or any other Damages if We are unable to provide services as requested in advance by the Passenger, or in the event that We don't receive confirmation on our ability to provide such services when the Passengers make their reservations.For Passengers who raise their special requests at the airport, We shall check conditions and notify Passengers whether or not they can be accepted for carriage.

b. Passengers with mobility difficulties who request any special assistance should inform our Agents or Hotline at least 24 hours before the scheduled departure time so that We can arrange special assistance devices upon requests.We will carry the Passengers provided that We can arrange necessary conditions to satisfy the Passengers’ special requests.If Passengers do not inform us in advance about their special needs, We will nevertheless use reasonable efforts to accommodate your special needs.

c. For safety reasons, We only carry maximum 08 (eight) Passengers with reduced-mobility on the same flights, in which maximum 02 (two) Passengers with limited ability to go up and down the staircase of the aircraft.We do not provide mobility devices in the cabin, but We have procedures to assist reduced-mobility Passengers in the cabin.

d. We may require Passengers to have accompany for safety reasons or if Passengers cannot make an emergency escape by themselves or Passengers are not able to understand the safety instructions on the flight.Passengers accompanying the passengers unable to make an emergency escape must be older than 18, and healthy enough to be able to help the accompanied passengers to escape.

e. With regards to some special services We provide, Passengers may be charged a fee and may be requested an accompanied passenger.

6.11. Other special assistance

Acceptance for carriage of unaccompanied children, incapacitated Passengers, Passengers with illness or other Passengers requiring special assistance is subject to prior arrangement with us and in accordance with the law and our Regulations.

Article 7: Check-in

7.1. Passengers must be present at the check-in counter within the times specified to ensure the completion of all essential procedures before the departure of the aircraft.We open the check-in counter (i) 2 hours before the scheduled departure time for domestic flights; (iii) 03 hours before the scheduled departure time for international flights departed from Vietnam, and (iii) from 02 to 03 hours before the scheduled departure time for international flights departed outside Vietnam.The closing time of the counter (completion of check-in) is 40 minutes and 50 minutes prior to the scheduled departure times for domestic and international flights respectively.Check-in procedures may vary between airports and specific flights and shall be published publicly on our Website or informed to Passengers when booking Tickets.We reserve the right to refuse to perform check-in for Passengers and hold no liability in the following events wherein:

  • a. Passengers present at the check-in counter after the check-in deadlines, which are 40 minutes (for domestic flights) and 50 minutes (for international flights) prior to the scheduled departure times.
  • b. Passengers do not hold any form of valid identification as required by the Authorities or fail to provide any proof of identity to our staff;
  • c. Passengers do not hold sufficient travel documents, necessary permits or visas to enter certain countries and territories as required by the Authorities;
  • d. Passengers fail to fulfill the payment of any fares, fees or charges to us;
  • e. Passengers commit any act of violence towards our staff, or cause public disorder at check-in counters, or insult our staff physically and verbally;
  • f. Passengers have been banned by the other governments or authorities from travelling or checking-in or boarding on any certain flights;
  • g. Passengers are unfit for travel owing to, in our judgment, drunkenness or obvious mental or physical illness;
  • h. In our judgment, Passengers are unfit for travel owing to their health conditions or their health is in danger or may pose a risk to other Passengers.

7.2. Self check-in: We may provide self check-in service depending on actual situation.The detailed conditions and guidance for this service are published publicly on our Website and subject to change from time to time without advance notice.For international flights, Passengers who use self check-in service are required to be present at the counter within the times specified and present to us all identification documents as required.

7.3. In the event that the seats are not available for Passengers, even when the seat confirmation was provided to Passengers, Passengers may choose from the following options:

a. We carry Passengers on the next possible flights in our schedule without any additional fee.

b. Choose another departure time. We freeze Passengers’ fares in our system for them to use on their next flight, provided that they choose another departure time within 180 Days of the selection of this option.

c. We refund the Ticket price to Passengers if they don't agree with any options of the above.

7.4. Boarding: Passengers must arrive at boarding gates at least 30 (thirty) minutes prior to the scheduled departure times.We close the boarding gates 15 (fifteen) minutes prior to the scheduled departure times.We reserve the rights to refuse the carriage if Passengers fail to arrive at the boarding gates at the closing time.

7.5. Absence: If passengers fail to complete check-in procedures or board on flights on time prior to departures, the fares paid by Passengers will not be refunded under any circumstance.

7.6. We hold no liability under any circumstances if (i) Passengers do not hold required documents such as passports, visas, health certificates and other documents, or (ii) their passports, visas, health certificates and other documents are expired or invalid, or (iii) they do not conform to the law, regulations, decrees, requirements, requests, rules and guidance.

7.7. Personal identification document: Prior to departures, Passengers must present to us all travel documents as prescribed by the law, regulations, decrees, requirements or conditions of the related countries, including passports, visas, migration certificates and other documents.We only operates direct routes.Passengers who have connecting Flight with us or other airlines are required to have sufficient immigration documents and to collect Checked baggage at Transit in their itineraries.At the request of the competent authority, Passengers must allow us to make a copy of their passports or other equivalent identification documents, or the competent authority may hold other documents to fulfill the government's requirements or decrees.We reserve the right to refuse carriage if Passengers do not comply with these requirements or their identification documents appear invalid.

7.8. Refusal of entry: Passengers must pay us all carriage Fares and/or any applicable fines whenever We are ordered by any Governments or migration agencies to return Passengers to the places of departure or any other place, because Passengers are banned from entry to any country or territory, whether it's the place of destination or transit.In such a case, We shall not refund the payment to Passengers.In some cases when We have legal basis to believe that Passengers would be refused entry or transit, We shall ask Passengers to pay a deposit at airport.The deposit shall be used to pay arising fees because Passengers are refused entry or transit as Ticket fee for the return trip, cost of penalty from the Authorities and other related costs.We shall refund the deposit if the territory or country of destination or transit accepts and allows Passengers to entry or transit.

7.9. Fines and detentions costs: If, according to the decisions by competent authorities, We are required to pay or place any deposit for any fine or cost arising out of Passengers' failure to comply with the law, regulations, orders, demands or requests at the place of departure, transit or destination, or out of Passengers’ inability to present all required documents, Passengers must repay us the total amount We have paid or shall pay as a result.We may offset this amount from the value of any unused part of Passengers’ tickets or from any the value of any payment which We have to render to Passengers after We notify within 07 (seven) Days in advance to Passengers, together with documents proving Passenger's liability.

7.10. Security screening: Passengers must comply with all measures of security screening or health check as required by the Authorities, airport staff or us.

Article 8: Refusal and limitation of carriage

8.1 Refusal of carriage: We reserve the right to refuse to carry any Passenger or the Passenger’s Baggage (even if the Passenger holds valid tickets or boarding passes), if We consider that:

  • a. Such refusal is necessary for safety and security reasons;
  • b. Such refusal is necessary to comply with the law, regulations or orders of any countries, whether it is the place of departure, transit, passing or destination;
  • c. Passengers’ behaviors, ages or mental states or Baggage conditions may:
  • (i). Cause fear or damage to other Passengers or crews; or
  • (ii). Present a hazard or risk to themselves, other people or properties; or
  • (iii). Require special assistance.
  • d. Passengers have committed misconduct on previous flight(s) and such misconduct is likely to repeat;
  • e. Passengers do not comply, or their behaviors show the possibilities of not complying with our guidelines;
  • f. Passengers refuse to or do not comply fully with the security screening;
  • g. We have sufficient proof proving that Passengers have been refused to entry to the country of destination.
  • h. Passengers fail to make full payment of the applicable fares, fees or taxes;
  • i. There is fraud in the payment made by Passengers;
  • j. Passengers do not hold valid identification documents;
  • k. The Passengers' bookings were made by committing fraud, using illegal methods or with the assistance of a person other than our authorized Agents;
  • l. The credit cards that Passengers used to complete the payment have been reported lost, stolen or fraudulent;
  • m. The Passengers' itinerary confirmations or electronic Tickets are counterfeit or acquired unlawfully;
  • n. The itinerary confirmations have been modified or altered without our approval or our authorized Agents' approval (in such cases, We reserve the right to retrieve those documents);
  • o. We are required by the competent authorities; and/or
  • p. If Passengers refuse to pay the deposit as requested by us at the departure airport as mentioned in Clause 7.8.

8.2. Children: Children under 12 years old are not carried unless they are accompanied by passengers who are 18 years old or older.For children 12 to 14 years of age who are not accompanied by passengers 18 years old or older, they are required to register services for unaccompanied minors with our authorized Agents or our Hotline at least 24 hours before the scheduled departure times.

Infants: We reserve the right to refuse carriage of infants less than 14 Days old.We may consider the carriage of such infants upon written confirmation of the doctors about the ability to depart the infants and liability waiver signed by their parents.

8.3. Pregnant passengers: Passengers who are pregnant must notify us of their pregnancy when they purchase Tickets and at check-in counters.The carriage of pregnant Passengers depends on the following conditions:

a. For women who are up to 27 weeks pregnant, We reserve the right to ask Passengers to provide medical certificate confirming the number of weeks pregnant and to sign declaration of indemnity forms.

b. Women who are from 27 to 32 weeks pregnant must:

• Present the confirmations from doctors; the Confirmations must state the duration of their pregnancies and if the Passengers are healthy enough to fly; the Confirmations must be issued within 07 (seven) Days before the scheduled departures; and

• Sign consent forms at check-in to release us from any liability arising thereafter.

c. Women who are more than 32 weeks pregnant: We refuse to carry.

Article 9: Baggage

9.1. We reserve the right to refuse to carry the following Baggage or items in Baggage:

a. Items which are not properly packed (as specified in Clause 9.4 Checked baggage and Clause 9.5 Hand baggage), in suitcases or in other appropriate containers to ensure their safe carriage in normal Conditions of carriage;

b. Items which are likely to endanger the aircraft, or persons or properties on board, such as those specified in Technical Instruction for the Safe Transport of Dangerous Goods by Air of the Civil Aviation Organization (ICAO), Dangerous Goods Regulations of the International Air Transport Association (IATA), and our Conditions of carriage and Regulations;

c. Items which are prohibited by the applicable law, regulations or orders of any countries, whether it is the place of departure, transit, passing or destination;

d. Items which are, as We reasonably believe, unsuitable for carriage by reasons of their weight, shape, size or character;

e. Items which are fragile or perishable;

f. Animals which are dead or alive;

g. Corpses, bones of a dead person;

h. Remains: in certain cases, remains may be carried as Checked or Hand Baggage, provided that they are properly packed according to the carriage specifications: In appropriate crematory urns and put in boxes, sealed in sturdy and air-tight containers; and accompanied with certificates of death and medical quarantine;

i. Foods which emit unpleasant odors (durian, jackfruit, fish sauce and other types of fermented foods, etc.);

j. Fresh or frozen seafood and meat, unless they can be carried as Checked or Hand baggage if We agree that they fulfill our packing specifications;Only foam lined and/or insulated boxes containing dry unspoilt foods may proceed at check-in after their contents have been inspected by the authorities;If Passengers refuse to submit them to inspection, We reserve the right to refuse their carriage;

k. Explosives, flammable or non-flammable gases (such as aerosols, butane, or lighter refills), coolants (such as diving cylinders, liquid nitrogen), flammable liquid (such as paints, thinners, solvents); flammable solids (such as matches, lighters); organic compounds of oxygen (such as latex); poisonous and infectious substance (such as virus, bacteria); radioactive substances (such as Radium); corrosive agents (such as acids, bases, mercury, thermometer); magnetic substances; oxidizing agents (such as bleaches); and

l. Weapons including firearms (tear gas guns, rubber bullet guns, laser guns, nail guns, electromagnetic guns, flare guns, etc.), ammunition, swords, rubber whips, tasers, electric shock batons, gloves, tear, asphyxiant, poisonous or anaesthetic grenades, metal handcuffs and plastic handcuffs; and other equivalent items which may cause damage.

9.2. Items unsuitable as Checked baggage

9.2.1. Passengers must not include in Checked baggage items which are fragile or perishable (fresh or perishable foods, etc.), or other precious and/or valuable items such as pieces of arts, video recorders, cameras, money, jewelry, precious metals, precious stones, computers, electronic devices, documents which can be exchanged for money, securities certificates, negotiating documents, contracts, business documents, samples, forms of identification documents, etc.

9.2.2. We hold no liability for any Damage occurred to Passengers if they include the items specified in Clause 9.2.1 in their baggage, with or without our acknowledgement.

9.3. Right of inspection: For safety and security reasons, We reserve the right to ask Passengers to authorize us to perform security screening on themselves and their Baggage.If Passengers are absent upon request, We shall proceed to inspect their Baggage for the purpose of confirming if Passengers carry or if their Baggage include items specified in Clause 9.1.If Passengers refuse the inspection, We reserve the right to refuse the carriage of such Passengers and their Baggage.In the event of any Damage to Passengers or their Baggage arising out of the security screening, such as the use of scanning devices, We hold no liability for such Damage or loss unless it is owing to our fault.

9.4. Checked baggage:

When Baggage is checked and delivered to us, We will take custody of them and issue a Baggage identification tag to each package of the Checked Baggage.

a. Passengers' names or personal identification must be affixed on their Checked Baggage.

b. Checked Baggage is carried on the same aircraft as Passengers.However, if We reasonably consider that such practice may not be possible for safety or security reasons, We will carry baggage on another flight.In that case, the Checked Baggage shall be carried and delivered to Passengers, unless Passengers have to complete customs clearance as prescribed by applicable law.

c. We charge Passengers for the carriage of their Checked Baggage.Passengers may purchase Checked Baggage allowances provided in our current policy as published from time to time.Passengers whose Checked Baggage exceed the purchased Baggage allowances will be charged for each kilogram of Baggage in excess at check-in counters.Passengers can refer to our Tariff for more information on the rates.Baggage charge is not refundable nor transferrable.

d. Any package of Checked Baggage must not exceed 32 kilograms in weight.The excess weight must be separated and packed into smaller package(s) upon check-in.We refuse to carry any Baggage which is not properly packed.Under any circumstances, We hold no liability (i) for any Damage due to the failure of Passengers to comply with the requirements of Baggage weight or of separation and re-packing, or (ii) for the refusal to carry excess weighing Baggage.

e. Sport equipment can be carried in the aircraft hold after the charges specified in our tariff are paid and Passengers accept the potential risks.As a result, passengers are advised to buy any necessary insurance for such equipment.

9.5. Hand baggage:

a. Passengers 02 years of age or older are allowed to carry one main Hand Baggage and one small item with the maximum total weight of 07 kilograms on board.

b. The main Hand Baggage must not exceed 56cm x 36cm x 23cm in dimensions, and the small item can only include things such as women's bags, laptops, books, magazines, cameras, children's food containers, duty-free goods, etc. Hand Baggage must fit the space under seats or in on-board Baggage compartments.

c. Baggage which We considers to exceed the weight and dimensions specified in our regulations will not be carried on board.

d. Musical instruments which exceed the dimension limit for Hand Baggage but weight under 75 kilograms can be carried on board if Passengers have purchased extra seats and paid applicable charges for them.

e. Children under 02 years of age are not eligible for Hand Baggage allowance.

f. If Passengers' Hand Baggage does not conform to our regulations or other aviation security and safety regulations, they can be refused of carriage.If they are allowed for carriage, they must be carried as Checked Baggage, and Passengers will be charged as Checked Baggage when checking in.

9.6. Collecting Baggage:

Passengers must collect their Checked Baggage as soon as they are available at the places of destination.If passengers do not collect their Checked Baggage within a reasonable time, We have to store them and may impose storage fee on Passengers.If Passengers do not claim their Checked Baggage within 60 Days from the date We make it available, We may dispose of it without any liability to the Passengers; perishable items may be disposed of before such deadline.The amount received from such disposal shall be returned to the authorized person after deducting the relevant costs related to transportation, storage and disposal of baggage; or shall be submitted to the state budget if the authorized receivers do not claim for the receivable amount within 180 (one hundred and eighty) Days since disposal of the Baggage.Only the holder of the Baggage identification tag can claim the Baggage collection.If a person claiming the collection of Checked Baggage cannot present the Baggage identification tag, that person must provide proof of ownership over such Baggage.When the holder of the Baggage identification tag accepts the Baggage at the collection point in the airport without any complaints at the time of delivery, it will be the obvious evidence that the Baggage is delivered in full and in accordance with the Contract of carriage.

Article 10: Schedules and changes in flight schedules

10.1. Schedules: Flight times shown in schedules are subject to change between the Date of publication and the actual Date when passengers travel.

10.2. Changes in schedules, cancellation of flights: At the time Passengers accept the reservation and booking on our flights, We or our Authorized Agents inform the Passengers about the scheduled departure time at that moment and such information is present in Passengers' Ticket.If necessary, We can change the flight schedule and/or cancellation, termination, change of flight route, or delay of any flights, as we consider reasonably to satisfy the cases beyond our control due to safety or commercial reasons.In case of changes in flight schedules or flight cancellation, depending on the timeframes of such changes, following measures shall be applied in accordance with the applicable law and our regulations:

a. Transfer Passengers to another nearest flight with open seats, or another flight with open seats depending on each case, without any additional charges; or

b. Make a reservation for the Passengers' Ticket price to use in the future, provided that Passengers must use this reservation value within 180 Days since the Date of scheduled departure as stated on the Passengers' tickets; or

c. Refund the value of Ticket price to Passengers, including service fares, taxes, fees that We collect and free of refund charge, excluding fee(s) for changes previously made by Passengers.

d. Depending on flight delay duration, or the scheduled departure time of replacing flight, We provide meal service, accommodation, means of transportation in accordance with the applicable law and our regulations.

e. The compensation of non-refundable advance payment for delayed, cancelled flight(s) will be in accordance with the applicable law.

10.3. Disclaimer in the event of flight cancellation or prolonged delay under the regulations:

We are not liable for the compensation of non-refundable advance payment in the event of flight cancellation or prolonged delay in the following cases:

a. Climate conditions affect the safety of aircraft operations.

b. Security risks affect the safety of aircraft operations.

c. Aircrafts cannot take off or are delayed in a long time as required by competent authorities, not because of our fault.

d. Due to Passengers' medical problems (serious sickness or death after boarding the planes).

e. The aircraft used for the flight as scheduled or the fleet is destroyed.

f. Armed conflicts, political unrests, strike affecting to the flights.

g. In case aviation infrastructure structure and operation services do not ensure the operation of flights.

h. Technical faults occurred during the operation of aircrafts, starting from the moment when the captain signs and receives the aircraft ready for flight until to the end of the flight.

i. Passengers are arranged to fly to the scheduled destination by another flight for no longer than 04 hours from the expected flight schedule.

j. Passengers are arranged to fly to the scheduled destination for no longer than 06 hours from the expected schedule of the connecting flight in case the place of destination as scheduled is a the flight connecting in Passenger's journey.

k. Passengers are not present to check in at the airport or in other places as agreed with us.

l. Passengers voluntarily refuses seat confirmation.

m. We prove one of followings cases:

  • We informed orally, by messages, emails to Passengers on flight cancellation, or delay at least 24 hours before the flight departure under the addresses provided by Passengers. In case We use phone calls to communicate with Passengers, each call must be made from 07:00 AM to 10:00 PM, there will be 2 phone calls in total, 20 minutes apart if we fail to reach Passengers on the first attempt;
  • Passengers fail to register their contact information as regulations;
  • We are not able to reach Passengers with the contact information registered.

n. Other force majeure events as prescribed by law.

Article 11: Refund

11.1. Voluntary refunds: The travel class decides whether a ticket is eligible for refund or not.However, under particular circumstances, by influence of force majeure or pursuant to the law, We may consider the refunds in cash or via bank transfer.

11.2. Involuntary refunds: In the event of flight cancellation, or delay with the delay time stated in our Policy and in accordance with the Flight delay or cancellation specified by law, Passengers may choose to receive refunds in one of the following methods: (i) reservation; (ii) cash; or (iii) via bank transfer.Cash refunds are made at our Authorized Agents and at our Designated Agents or to bank account provided by the Passengers.The refunds shall be made within 15 Working Days upon receipt of requests for refunds.

11.3. Refund beneficiaries: We will only make refunds to the person whose name is shown on the Ticket or who paid for the Ticket upon the presentation of satisfactory evidence or to an authorized person with an authorization letter from one of the two persons mentioned above.

11.4. Refund currency: We normally make refund in the currency used to purchase the ticket.In certain cases, conversion is only possible upon our approval.

11.5. Refund payer: All staff and office of our Authorized Agents or all our departments who work in connection with the refund procedures may proceed the refunds to customers.

11.6. The right to refuse to refund:

- We may refuse to refund if the request is made after the validity of the Ticket;

- We may impose a fine which is equal to the value of the Ticket price, taxes and expenses for which Passengers paid, and refuse to refund if Passengers are denied of carriage for their failure to comply with the safety and security measures for the flights, or with the requirements on personal document as regulated by the Authorities in the host country.

- Passengers fail to comply with requirements of the applicable law in the host country (if any) for using our services.

Article 12: Behavior on aircraft

12.1. While being on board, if Passengers commit any of the following actions: (i) criminal offence; (ii) threaten aviation safety and security; (iii) threaten or abuse members of the crew or other Passengers; (iv) fail to comply with the safety, order and discipline instructions of the captain or of a member of the crew delivering on behalf of the captain; (v) damage on-board equipment and properties; (vi) use drugs; (vii) smoke, even in the toilets; (viii) other conducts which contrast to the fine traditions and customs, and public orders, We shall proceed with necessary security measures to intercept such acts.We may ask such Passengers to leave the aircraft, or deliver them to the Authorities at the places of departure or arrival, refuse to carry such Passengers temporarily or permanently on the flights we operate, or prosecute them according to legal regulations.

12.2. If Passengers commit any acts specified in Clause 12.1, We reserve the rights to request such Passengers to pay for any damages arising out of their conducts, including costs related to emergency landing, Damages to human and properties, and other Damages occurred to us, our authorized agents, our staff, our service providers, our passengers and the third parties.

12.3. For safety reasons, We may prohibit or limit the use of electronic devices on board, including but not limited to mobile phones, laptops, portable recorders, portable radios, music players, tablets, gaming devices or other transmitting devices such as radio-controlled toys and walkie-talkies and other electronic devices.Hearing aids and pacemakers are allowed on board.

12.4. Passengers are not allowed to bring foods for on-board consumption, except special cases under our approval.Small kids' foods are allowed to carry on board for kids' use only.Smoking is prohibited on all our flights.

Article 13: Limits of liability

13.1. Applicable law

Our liability for the proved Damages to Passengers, including death or wounding or bodily injury arising out of or in connection with the carriage on flight(s) operated by us, are governed by the rules and limitations stipulated in the Convention, the Law on Civil Aviation of Vietnam and other official guidelines of the Authorities.

Pursuant to Article 166, Item 1, Clause a) of the Law on Civil Aviation of Vietnam in 2014, our responsibilities for Passengers' death or wounding and other bodily injury is limited in the total amount that is equivalent with 100,000 Units for each Passenger.

We are only liable for Damages sustained by Passengers during the carriage by aircraft, unless such Damages are completely attributable to the physical conditions of Passengers.If Damages to Passengers are self-inflicted, We are excluded or limited from the responsibility for compensation.

Pursuant to Clause 22 (1) of the Convention, for international carriage on flights operated by us, as stipulated in the Convention, our liability for the death, wounding and other bodily injury of Passengers is limited to the equivalent of 100,000 Units per Passenger.

No provision in these Conditions of carriage is perceived as disadvantageous to the rights and responsibilities of the Carriers in regard to any complaints made by one person or the representative of this person when this person causes intentionally any death, wounding or bodily injury to other Passengers.

13.2. Our liability for Damage to Baggage:

We are not liable for Damages caused by any flaw in terms of character, quality or fault of the Baggage.Comparatively, We are not liable for any reasonable wear and tear of Baggage caused by normal movements and knocks during carriage by air.

We shall compensate for Damage to Baggage based on the general condition wherein compensation varies in accordance with actual Damages but does not exceed our limit of liability.Passengers must prove actual Damages to their Baggage.General regulations on compensation for lost Baggage: Compensation is made based on the weight of Baggage, VND 200,000 per kilogram for domestic flights and USD 20 per kilogram or the equivalent in other currencies for international flights.


Compensation for partly damage Checked Baggage: (in VND)


Broken handle


Broken Wheel


Broken Zip


Crack or depression on surface






Broken bottom (wheels)


Pursuant to Article 166, Item 1, Clause c) of the Law on Civil Aviation of Vietnam in 2014 on the carriage of Baggage, including Checked Baggage and Hand Baggage, limited level of compensation for Damage due to losses, missing, damages is 1000 (one thousand) Units for each Passenger.

13.3. Our liability for Damages to Passengers caused by flight delay:

For delay to baggage that Passengers who are not permanent residents at the places of destination and are unable to collect Checked Baggage within 24 hours of their arrival at the places of destination, the goodwill compensation, as stipulated by the regulations, is limited to VND 180,000 per passenger for domestic flights and VND 300,000 per passenger for international flights and limited level of compensation due to late carriage is calculated 1000 (one thousand) Units for each Passenger.

13.4. Outside the scope of the Warsaw Convention:

In the events wherein the carriage of Passengers does not comply with the regulations on liability prescribed in the Warsaw Convention, the following regulations apply:

a. Our liability for Damage shall be reduced if the negligence is caused by Passengers or contributed to by Passengers, as prescribed in the applicable law.

b. We are not liable for Damage to Checked or Hand Baggage, unless it is caused by the our negligence.

c. If permitted by law, except for the execution or non-execution with the intent to cause Damage, or for the negligence despite the knowledge of possible Damages, our liability for Damage to Checked and Hand Baggage is limited at the values stated in our Tariff.If the Baggage Identification Tag does not show the weight, the Baggage is considered within the specific baggage allowance for each related travel class.Wherein the Checked Baggage is stated with higher value in writing, our liability shall be limited at that stated value.

d. We are not liable for Damage to Passengers' Baggage arising from our compliance with the law and regulations of the Government or to Passengers' failure to comply with such law and regulations.

e. Unless otherwise stated in these Conditions of carriage, We are only liable for Damage which can be proven and compensated, for loss which can be proven and costs provided by the applicable law.

f. We are not liable for any Damage to Baggage which is caused by Passengers.Passengers are liable for Damage which is caused by their Baggage to other passengers and properties, including our properties.

g. We are not liable for any Damage to items which, either as Checked or Hand Baggage, are advised against in Article 9, Clause 9.2 of these Conditions of carriage.

h. In case that We prove that the death and health of Passengers occurred by Passenger's faults, We are released a part or whole responsibility from compensation for Damages equivalent to fault levels of Passenger.We are not liable for compensation for Damages to the Passengers' health, lives if such Damages are caused by their sickness.

i. The contracts of carriage include these Conditions of carriage, and the exclusions or limits of liability apply to our Authorized agents, staff, labors and representatives in the same way as they apply to us.The total amount of compensation which Passengers can recover from us, our Authorized Agents, staff, workers and representatives will not exceed the total amount of our liability, if any.

j. No provision in these Conditions of carriage or the contracts of carriage gives up any exclusion or limit of liability to which We are entitled to under the Warsaw Convention or any other Conventions or applicable laws, unless we say otherwise.

Article 14: Limits for complaints and claims

14.1. When the holder of the Baggage identification tag accepts the Baggage at the collection point in the airport without any complaints at the time of delivery, it will be the obvious evidence that the Baggage is delivered in full and in accordance with the Contract of carriage, unless Passengers provide otherwise with clear evidence.

14.2. Notification of complaints:

All complaints about Damages to Checked Baggage are accepted if the rightful owners of Baggage submit to us their complaints in writing within the following time limits:

  • Seven (07) Days since the receipt of Baggage in the case of missing or damage.
  • Seven (07) Days since the Date when the Baggage is supposed to be available for collection, in case of loss of one or many pieces of Baggage.
  • Twenty one (21) Days since the receipt of Baggage in case of the delayed carriage of Baggage.

14.3. Time limits for claims

Any claim for compensation for Damage to Passengers and Baggage must be made within two years of the actual arrivals of the aircrafts at the places of destination, or the termination Date of carriage.The calculation of time is provided by the law of the place where a court processes the claim.

Article 15: Amendment and disclaimer

15.1. None of our staff or authorized agents may amend, alter or remove any provision(s) in these Conditions of carriage or in our regulations.

15.2. The provisions in these Conditions of carriage are subject to change from time to time in accordance with our business regulations or changes from competent authorities or regulations in circular, decree of the Authorities.Such changes will be published on our Website.

Article 16: Other conditions

The carriage of Passengers and Baggage is also provided in accordance with other relevant regulations of the law.


This policy applies to all personal information that you provide while working with us. It also applies to all information about you that is provided to us by another person, such as a travel agent.

1. Purpose and scope of collection

The types of personal information we collect from you depend on the situations and service types you request us to provide. For example, we collect details such as full name, address, flight and other travel information, credit/debit card number and expiration date, billing address, phone numbers, membership details of loyalty program and health issues related to your travel arrangements.

We may collect your personal information when you work with us via phone, mail (whether by mail, fax or email), by visiting our website or by directly meeting us. In some cases, we may collect your information from a third party, i.e., a travel agent or transport agent; from such third parties as telephone sales companies which gather your personal information and disclose it to us so that we could issue tickets for you and implement as well as complete your travel arrangements or introduce our products and services to you; from other service providers which collect information on our behalf...

2. Scope of Information Usage

We collect your personal information for the following purposes: to arrange your travel and transportation as well as other transactions; to create favorable conditions for you to participate in loyalty programs of other organizations; and to implement marketing and market research activities.

Some of the personal information that we collect will be very necessary for us to determine exactly who is using the service. Other types of personal information that we collect will help us to make a profile of who is using our services and identify their needs.

3. Information Retention Period

Clients’ personal data will be stored until they request erasing such information.

4. Address of Personal Information Collector and Controller

VIETJET Aviation Joint Stock Company

Office Address: 8th floor, C.T Plaza Building, 60A Truong Son, Ward 2, Tan Binh District, Ho Chi Minh city

Call Center Number 1900 1886

Email address:

5. Means and Tools for Users to Access and Edit Their Personal Data

We allow you to access your information that we are holding on request, including for the purpose of editing or updating such information, unless regulated otherwise by Privacy Policy. We may charge you reasonable fees for providing you access to this information. Your requests for access to this information will be processed in a timely manner. If we decline your access to this information, we will provide the reasons for refusal and inform you of any exceptions under the Privacy Policy.

For receiving newsletters, clients may unsubscribe from our newsletter at any time. There is a link at the end of each newsletter (bottom of the page) that leads to our website. Users can unsubscribe from all newsletters or can manage their newsletter data, such as changing email address or language. Clients can also choose different types of newsletters.

6. Commitment to Protecting Clients’ Personal Information

- We may disclose your personal information to third parties, such as contractors who contract with us for certain services, other carriers, freight and travel service providers, data processing companies (including those managing global distribution system and payment system) which serve the purpose for which the information is collected or for related purposes, such as to represent you in completing a transaction or provide you with the service that you request.

We may also disclose your personal information to various law enforcement agencies and governments around the world for security, customs and immigration purposes. We hire third party contractors to perform our services, including a contractor which processes the personal information that we hold. For example, to provide mail and email processing services; provide electronic funds transfer services, process credit card accounts and related services; manage call center; manage several sales functions and completing travel for the company; conduct market research; provide meals on the plane; provide ground services, such as agents which carry out procedures, freight and special assistance; and assist getting payments from creditors.

In these cases, we will strictly prohibit third party contractors from using your personal information except for the specific purpose for which we provide your personal information.

- In addition, we will not disclose your personal information without your consent unless the disclosure is necessary to prevent a threat to your life or health or is allowed or regulated by the laws, is reasonably necessary to enforce the law or to inspect a suspected criminal activity.

- If you would like to access your personal information, make a complaint about the violation of your privacy or have any questions about how we collect or use your personal information, please send your requests, complaints or questions to the following address. We will respond to your questions or complaints as soon as possible.

VIETJET Aviation Joint Stock Company

VJA Office Address: 8th floor, C.T Plaza Building, 60A Truong Son, Ward 2, Tan Binh District, Ho Chi Minh city
Call Center Number: 1900 1886

7. Changes to Privacy Policy

We may amend this Privacy Policy as required by our work or in accordance with changes in laws. Any changes to this Policy will be updated on this website, so please visit periodically to ensure that you get the latest statement of our Privacy Policy.

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