Hanoi (VNA) – The Civil Aviation Authority of Vietnam (CAAV) has askedairlines to quickly refund or exchange tickets for passengers who cannot fly totheir destinations in areas under lockdown due to the COVID-19 pandemic.

In an urgent document sent to local carriers, the CAAV said the airlines must alsomake public procedures for ticket refund and exchange via customer servicehotlines, websites and ticket sale agents.

Earlier, local airlines introduced some policies to help passengers availrefunds or change of flights.

According to national flag carrier Vietnam Airlines, passengers who have bookedflights on routes affected by COVID-19 can refund tickets or get a travelvoucher with a 10 percent discount of the price of the ticket if they use thevoucher to book tickets later.

Besides enjoying a refund fee exemption when exchanging from tickets tovouchers, passengers can use the vouchers to exchange for Vietnam Airlines’other products and services such as luggage, seat selection and travel upgrade,among others. The travel vouchers are valid for one year from the date ofissue.

Meanwhile, low-cost carrier Vietjet Air carried out a plan to support customerswith flights to and from Van Don Airport in Quang Ninh province from January 29to February 13. Customers with flights to and from Van Don during this periodcan change their flight time and itinerary free of charge for flights betweenHCM City-Hanoi, HCM City-Hai Phong, and HCM City-Thanh Hoa andHCM City-Vinh with a new departure time 72 hours before or after theoriginal departure time.

If the new itinerary ordeparture time exceeds 72 hours before or after the original departure time,customers can change the itinerary free of charge, only the fare differenceapplies. They can also choose to reserve their tickets for 365 daysfrom the original departure date, Vietjet said. 
For other routes, Vietjet Airhas not released an announcement about policies applicable to the newoutbreak of COVID-19.

Passengers of Bamboo Airlines will not be charged additional fees when theyexchange tickets if the departure time of their new flights is 72 hours soonerfrom that of the original flights.

They can also avail of free refunds if their flightsare cancelled due to the pandemic.
Bamboo Airways said its policyapplies to flights delayed or cancelled due to the impact of COVID-19 earlierthis year, with flights starting from January 29./.