Question 1

How can I contact Vietnam Airlines customer service from outside Vietnam?

Accepted Answer

For general international support, you can call +842438320320, available 24/7 ICT. For customers in the United States, a toll-free number is available at +18666778909. Australian customers can reach Lotusmiles and customer care at +61386057888.

Question 2

What is Vietnam Airlines' policy for flight cancellations and refunds?

Accepted Answer

You can cancel your flight by phone, online through the Vietnam Airlines website/mobile app (if purchased directly), or via the travel agent/office where you bought the ticket. To avoid a No-Show fee, you must cancel at least 3 hours before the scheduled departure time. A full refund is generally provided if you cancel within 24 hours of booking, provided the ticket was purchased at least 7 days before departure (especially for flights to/from the US). The refund amount for cancellations outside this window depends on the specific fare rules of your ticket.

Question 3

What is the baggage allowance for Vietnam Airlines flights?

Accepted Answer

For carry-on baggage, Economy Class passengers are allowed one piece up to 10 kg (22 lbs), while Business, First Class, and Premium Economy passengers can bring two pieces, each up to 10 kg (22 lbs). The maximum dimensions for each carry-on piece are 56cm x 36cm x 23cm, plus one personal item. Checked baggage allowance varies by class and route; typically, Economy Class allows one piece up to 23 kg (51 lbs), Premium Economy allows two pieces up to 23 kg (51 lbs) each, and Business Class allows two pieces up to 32 kg (70 lbs) each. The total dimensions for each checked bag must not exceed 158 cm (length + width + height). Infants are also granted a free checked bag (10kg or 23kg for Americas routes) and a fully collapsible stroller.

Question 4

How can I change my Vietnam Airlines flight ticket?

Accepted Answer

You can submit a ticket exchange request through a form on the Vietnam Airlines website or directly exchange tickets online via the 'Manage Booking' section of the website/app. Ticket exchanges are subject to the fare rules of your original ticket and may require payment of a fare difference. It is recommended to exchange your ticket at least 3 hours before the original flight's departure to avoid no-show charges. For special cases or bookings involving infants under 2 years old, it is advisable to contact onlinesupport@vietnamairlines.com.

Question 5

What should I do if my Vietnam Airlines flight is delayed or cancelled by the airline?

Accepted Answer

If your flight is cancelled or delayed by more than 2 hours, Vietnam Airlines will offer you an alternative flight or modify your itinerary free of charge. If a delay exceeds 5 hours, a full refund is typically provided. Passengers departing from an EU airport may also be entitled to compensation of up to €600 under EC 261 regulations if the cancellation occurs less than 14 days before departure and is attributable to the airline.

Question 6

How can I check the status of my refund?

Accepted Answer

After the ticket refund process is completed, Vietnam Airlines will send a refund confirmation to your registered email address. The airline processes refunds to the original bank account within 15 working days from the date of the refund operation completion. The actual time it takes for the refund to appear in your account depends on the policies of your card-issuing bank, so you should contact your bank directly for status updates.

Question 7

What is the Lotusmiles frequent flyer program?

Accepted Answer

Lotusmiles is Vietnam Airlines' frequent flyer program, established in 1999. Members can earn miles and redeem them for various awards, including award tickets, cabin upgrades, and excess baggage allowances. The program features five membership tiers: Platinum, Gold, Titanium, Silver, and Registered, each offering different benefits. For inquiries related to the Lotusmiles program, you can contact the Lotusmiles hotline from outside Vietnam at +842438320320.

Question 8

Can I change the name on my Vietnam Airlines ticket?

Accepted Answer

Yes, Vietnam Airlines allows name changes on tickets. However, a fee applies for this service, which typically ranges from $100 to $250, depending on the type of ticket you originally purchased.

Question 9

What are the contact options for support regarding tickets purchased online?

Accepted Answer

For support concerning tickets purchased directly through the Vietnam Airlines website or mobile app, you can email onlinesupport@vietnamairlines.com. This is particularly useful for inquiries related to ticket exchanges, refunds, or other post-sales assistance for online bookings.

Question 10

How can I call Vietnam Airlines customer service from another country?

Accepted Answer

If you need to call Vietnam Airlines from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Customer Care
Domestic Hotline	19001100 Call now 24/7 ICT
International Support	+84 24 3832 0320 Call now 24/7 ICT

Vietnam Airlines Customer Service Number, Support Phone & Contact Info

About Vietnam Airlines & Customer Service

Vietnam Airlines's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)