Airlines adjust refund policies amid Covid-19 current outbreak

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From May 10, Vietnam Airlines is deploying policies to support the changing and refunding of domestic flight tickets bought in Vietnam. Customers who bought flights taking-off from May 1 to 31 (except for Economy Class tickets) can change the flight dates once for free, if the passenger does not take the booked flight and notifies of cancellation at least 3 hours before departure.

Photo: Zing News

Support to change flight dates and refunds

If passengers cancel their seats incorrectly, Vietnam Airlines will apply exchange and cancellation fees according to ticket conditions. If customers change their tickets to flights that do not have respective class tickets, they may have to pay the difference fare with additional taxes, fees and surcharges.

Vietnam Airlines refunds tickets free of charge by giving each passenger a voucher worth 100% of the ticket value. This policy is applicable to passengers whose flights are delayed or canceled at the request of the government or due to the pandemic, or for tickets subject to refund conditions and passengers who wish to have a refund voluntarily.

In cases where passengers refund tickets but do not cancel their seats on the booked flights according to regulations, Vietnam Airlines will apply a cancellation fee when doing refund procedures. The vouchers come into effect in 5 days and stay valid for 1 year after the refund. Passengers can use the vouchers to buy flight tickets, check-in baggage slots or any other services provided by Vietnam Airlines.

For passengers wishing to refund tickets in the original form of payment, Vietnam Airlines will process the refund after 3 months from the last flight date indicated on the ticket, if the ticket has the conditions to be refunded.

Photo: Zing News

Customer support may be slower

For Bamboo Airways, all passengers are eligible for refunds and reservations (according to ticket conditions, conditions on refunds due to flight delays, cancellation and other special cases). The airline will refund tickets to the reservation account with passengers who buy tickets in a group.

Other passengers will get a refund to the original form of payment within 3 months of the request. In cases where passengers live in blockade or isolation areas, and have tickets for Bamboo domestic flights during the isolation period, they will also be assisted by the airline to change passenger names, and flight dates free of charge, as long as the customers inform the airline 12 hours prior to their flights. The list of isolation areas is updated everyday on Bamboo's website.

If customers want to cancel their tickets, Bamboo Airways will also refund the ticket to the reservation accounts with customers who book tickets in groups and refund to the original form of payment in 3 months from the reporting dates for other passengers.

Vietjet Air also said that passengers of flights affected by the pandemic will be able to change tickets for free, but just once. The new tickets must have the same departure/landing destinations with the changed tickets. Passengers need to notify the airline 3 hours before the departure time.

Passengers who live in blockade or isolation areas, and have tickets for Bamboo domestic flights during the isolation period will also get assistance. The list of isolation areas is updated everyday on Vietjet's website. For passengers who request refunds or cancel their tickets, cancellation refunds will be deposited into the reservation account. Passengers can use the refund money to pay for other flights and services provided by Vietjet Air within the next 365 days.

According to the airlines, due to the increasing need to change flights, response time may be slower than usual.

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