Instruction to handle tickets affected by virus Covid 19
Marketing and Sales Department hereby implements the instruction on handling VN ticket 738 affected by governments’ policy to cope with virus Covid 19 and VN’s operation plan follows:
1. Tickets affected by government/authority policies
1.1 Scope of application:
- Passenger holding VN international ticket/other documents (code 738) issued on/before 24Mar20 or 738 domestic ticket issued in oversea markets on/before 24Mar20 in traditional and online channels of Vietnam Airlines and having confirmed seat on VN flights;
- Passengers’ journey is affected by at least one of the following government policies:
- To close border, to withdraw flight permits, lockdown which causes VN flights to/from that country to be cancelled;
- To restrict immigration, to temporarily stop to approve visa/visa exemption policy or passengers are refused entry/required to be kept in quarantine by government policy to prevent virus Covid-19 spread;
Note: If VN flights are cancelled/have schedule change by VN operation plan but passengers are not eligible to fly/refused entry/ required to keep in quarantine/… by government policy: still follow this section’s instruction;
Exception: passengers’ flight is diverted to destination different from ticketed one and passengers are required to be kept in quarantine by authority to prevent Covid-19’s spread: follow instruction in section II to handle tickets; - To cancel flights to/from virus outbreak area to prevent virus spread;
- Other government/authority’s policies which are not listed but affect passengers’ journey.
- VN Branch Offices are responsible to verify which SC case is due to force majeure as mentioned above and inform agents/passengers to ensure correct ticket handling.
- VNA Branches, GSA, agents, VIAGS and Vietnam Airlines Contact Center are authorized to handle tickets/other documents as instructed in item 2 of this Circular.
1.2. Handling principles
1.2.1 Rebook/reroute
- Tickets are allowed to rebook/reroute with change fee and restrictions waived if the following conditions are met:
- The new flight date must be on/before 31Dec20;
- Fare, tax/fee/charges and surcharge difference (if any) must be collected.
- Handling office is responsible to verify government policy and passenger eligibility to rebook/reroute without fee.
- Tickets must be exchanged as follows:
- “NVB/NVA” box: enter the new min/max stay based on fare rule.
- “END/RES” box: Enter this circular number and fare rule of the original ticket: “168TTBSP. NON-END….”
Note:
Other documents associated with ticket are handled similarly as the changed ticket. Change/refund other document separately are not allowed.
1.2.2 Refund
- Non-refundable tickets: refund is not permitted.
- Refundable tickets: refund fee and restriction are waived.
- Refund is performed as instructed in Ticketing Manual, Ticketing Handbook and instruction from Marketing & Sales Department on involuntary refund.
2. Tickets affected due to SC by VN
2.1 Scope of application
- Passenger holding VN international ticket/other documents (code 738) issued on/before 24Mar20 or 738 domestic ticket issued in oversea markets on/before 24Mar20 in traditional and online channels of Vietnam Airlines and having confirmed seat on VN flights;
- Passenger is eligible to fly and not affected by government policies.
- Follow instruction in section 7.1 Ticketing Manual and Ticketing Handbook
- Do not collect fare/taxes/fee/charge differences. Change/refund fee and restriction are waived.
2.2 Handling principles:
2.2.1 Rebook/reroute:
- Follow instruction in section 7.1.1 – Ticketing Handbook.
2.2.2 Refund:
Refund fee and restrictions are waived.
Follow instruction in Ticket Manual, Ticketing Handbook and instruction from Marketing & Sales Department on involuntary refund.
3. Voluntary change to tickets
3.1. Scope of application
- Passenger holding VN international ticket/other documents (code 738) issued on/before 24Mar20 in traditional and online channels of Vietnam Airlines and having confirmed seat on VN flights;
3.2 Handling principles:
If passengers make voluntary change to tickets, handle tickets as follows:
- Rebook/reroute:
- Tickets are allowed to rebook multiple times with rebook fee and restriction waived.
- Fare/TFC difference must be collected. Follow principals and instruction in section I.2.1.
- New flight date must be on/before 31Dec20.
- Passengers may go-show for free on VN operating flights (go-show fee is not collected) before 24Mar20.
- Refund:
- refund restriction and fee must be applied normally.