Terms and Conditions

Terms of service

I. GENERAL INFORMATION

  1. These Terms of Service establish the conditions of booking, purchase and express purchase of airline tickets and other services for travellers – through the AVIA.VN website located at www.AVIA.VN, and through the AVIA.VN Call Center.
  2. The administrator of the AVIA.VN internet website ("AVIA.VN website") and the AVIA.VN Call Center is under WEFLY COMPANY LIMITED, a Company locates in Ho Chi Minh City, Vietnam. Company information is available at "Contact" of the website www.AVIA.VN .
  3. AVIA.VN provides services mentioned hereto as a sub-agent of entities which are accredited agents of the Internal Air Transport Association ("IATA"), acting based on an agency contract signed with the Carriers which are associated in the IATA Association (that is, "regular airlines"), as an agent of such Carriers. . The provision of the first sentence does not apply to the services concerning airline tickets of LCC Carriers – "Low Cost Carriers", who are not members of the IATA Association ("LCC Carrier"); these services are provided by AVIA.VN as an agent of the User when signing a transport agreement with the LCC Carrier.
  4. As a sub-agent of entities which are accredited IATA Agents, AVIA.VN acts on the behalf of a given Carrier associated in the IATA Association ("Carrier"), who provides the air transport service. The responsibility for the actions of AVIA.VN acting as a sub-agent on the behalf of a Carrier when signing an air transport agreement for the flight connection selected by the User is borne by this Carrier.
  5. As an agent when signing a transport agreement with a LCC Carrier, AVIA.VN is not responsible for the performance of the contract by the LCC Carrier. The air transport agreement with the LCC Carrier is signed by the User, on the behalf of whom AVIA.VN is acting.
  6. Force majeure as understood by the Terms of Service includes every external event which could not be rationally resisted nor prevented, especially such events as: wars, floods, fires, natural disasters, volcanic eruptions, terrorist attacks, strikes, blockades, and also effective hacker attacks at the Internet network or the actions of computer viruses preventing the proper provision of services.
  7. AVIA.VN Call Center provides services covered by the Terms of Service by phone or at the AVIA.VN headquarters  
  8. - Monday to Friday: 08:00 – 20:00

    - Saturday 08:00 – 12:00.

  9. AVIA.VN does not work during public holiday and Sunday. Details are informed by an announcement on the www.AVIA.VN website.
  10. The User, as understood by the Terms of Service, ("the User") is every natural person, legal person or organisational entity without a legal status, to whom the act assigns legal status, using the AVIA.VN service, or the AVIA.VN Call Centre and services offered by AVIA.VN.
  11. The price of an airline ticket, which the User is required to pay for the purchase of the airline ticket, is composed of: price of the flight and other additional fees – established by the Carrier or LCC Carrier ("price of the airline ticket"), on the amount of which the User is informed before the purchase of the airline ticket. In addition to the price of the airline ticket the User is required to provide AVIA.VN with the transaction fee for the agency services provided by AVIA.VN ("AVIA.VN transaction fee"). The User is informed on the amount of the AVIA.VN transaction fee before purchasing the airline ticket. The sum of the airline ticket price and the AVIA.VN transaction fee amounts to the total price of the flight selected by the User ("price of the flight").
  12. The User is also charged the AVIA.VN transaction fee for the agency activities such as cancelling an airline ticket (or other service for travellers) or change of the data on the airline ticket (or other service for travellers). Detailed list of agency activities, for which AVIA.VN charges the AVIA.VN transaction fee and the amount of the AVIA.VN transaction fee is indicated in the AVIA.VN Price List.

II. GENERAL CONDITIONS OF ELECTRONIC SERVICES

  1. Accepting the provisions of these Terms of Service is a necessary condition for the use of the AVIA.VN service and the AVIA.VN Call Centre. The Terms of Service are published by AVIA.VN under the www.AVIA.VN/regulamin address and at the AVIA.VN seat. The User is required to follow these Terms of Service at the moment of commencing the use of the AVIA.VN website and the AVIA.VN Call Centre.
  2. By BOOKING an airline ticket the User files through the AVIA.VN website or the AVIA.VN Call Centre an offer for purchasing an airline ticket from an IATA associated Carrier, with parameters selected by the User (e.g. route of the flight, date of travel).
  3. By ORDERING an airline ticket the User files through the AVIA.VN website or the AVIA.VN Call Centre an offer for purchasing an airline ticket at an LCC Carrier. Moreover, an offer to purchase an airline ticket from an IATA associated Carrier filed by the User as a BOOKING will also be treated as ORDERING when for reasons beyond the control of AVIA.VN S.A. (especially for technical reasons or in the case when the ticket for which the User performs the BOOKING is not available) the BOOKING of an airline ticket from a Carrier is not possible.
  4. By EXPRESS PURCHASE of an airline ticket the User, through the AVIA.VN website or the AVIA.VN Call Centre enters into an air transport agreement with a LCC Carrier or with a Carrier, and will pay for the airline ticket at the moment of purchase.
  5. All the provisions of the Regulation concerning the airline ticket apply to BOOKING, ORDERING and EXPRESS PURCHASE of other services for travellers, if the possibility of booking, ordering and express purchase of such services is provided by the AVIA.VN website.
  6. The User notes and accepts that BOOKING, ORDERING and EXPRESS PURCHASE of airline tickets and other services for travellers is performed through the AVIA.VN website, ensuring the processing and storing, and also sending and receiving data through telecommunication services, pursuant to the AVIA.VN Terms of service.
  7. The LCC Carriers are not subjected to the conditions of transport established by the IATA organisation. Air transport providing by the LCC Carriers are subject to conditions established by individual LCC Carriers. The conditions of transport of individual LCC Carriers are provided to the User at the www.AVIA.VN website.
  8. The content of the www.AVIA.VN website is protected by law.
  9. In order to perform a BOOKING, ORDERING and EXPRESS PURCHASE of services for travellers, including airline tickets, the User should have an active electronic mail address ("e-mail address") and an active phone number. The user notes and accepts that all the communication by AVIA.VN with the User will take place only using the e-mail address and phone number indicated by the User.
  10. The User notes and accepts that by BOOKING, ORDERING and EXPRESS PURCHASE of airline tickets and other services for travellers by the User, AVIA.VN is entitled to process the User's personal data provided during the registration at the AVIA.VN website, within the scope necessary to implement the BOOKING, ORDERING or EXPRESS PURCHASE of airline tickets and other services for travellers, and also for the purpose of complaints related to the BOOKING, ORDERING or EXPRESS PURCHASE of services for travellers, within the scope of business conducted by AVIA.VN.
  11. Trade names, names, descriptions and trade marks published at the www.AVIA.VN website are legally protected. The User is required not to perform any actions violating the intellectual property rights of the persons authorised to these names, descriptions and trademarks.
  12. The user accepts that AVIA.VN may provide notification of any activities attempting to destabilise the AVIA.VN website to appropriate bodies.
  13. AVIA.VN DISCLAIMER

  14. No later than on the moment the BOOKING is made, an ORDER is placed or an EXPRESS PURCHASE of an airline ticket is made the User or a person, to whom the airline ticket will be issued should possess appropriate and valid documents allowing airship travel, in particular valid personal ID, valid passport, legally required visas, or in the case when the ticket which is the subject of a BOOKING, ORDER or EXPRESS PURCHASE is a youth or student ticket – a valid student ID
  15. The User is responsible for the lack of an entry or transit visa necessary in the destination or transfer country. The User should obtain information on the visa requirements on his own, before the BOOKING, ORDER or EXPRESS PURCHASE of an airline ticket. 
  16. AVIA.VN is not responsible in the case when the BOOKING, ORDER or DIRECT PURCHASE of an airline ticket is not possible for technical reasons (failure of the GDS airline ticket reservation system or the AVIA.VN website) or results from an incidence of force majeure.
  17. Responsibility for the performance of the air transport service, to which the airline ticket applies, lies on the Carrier or the LCC Carrier, with whom the User has signed an air transport agreement. In particular, AVIA.VN is not responsible for:
    1. Any delays or changes in the flight plan of the Carrier or the LCC Carrier;
    2. Quality of air travel and the quality of services related to the air travel (e.g. loss of luggage);
    3. The person, for whom the airline ticket was purchased not arriving in time for the check-in;
    4. The person, for whom the airline ticket was purchased not using the purchased ticket and not commencing the air travel;
    5. The person, for whom the airline ticket was purchased making incomplete use of the ticket (e.g. travelling only in one direction, when the airline ticket was purchased for a round trip);
    6. A situation, where the person, for whom the airline ticket was purchased is not authorised to enter the airplane to travel to the destination, due to problems related with the documents of this person (e.g. lack of visa, counterfeit visa, lack of a valid and appropriate passport, lack of an ID or an invalid ID, lack of documents required when travelling with a minor).
  18. All claims related to the performance of an air transport agreement should be directed by the User to the Carrier, or appropriately LCC Carrier, with whom the User has signed an air transport agreement and providing the flight connection for which the User has purchased an airline ticket. Vindicating and meeting the claims of the User against the Carrier or LCC Carrier is performed pursuant to the provisions of the terms of service of the given Carrier or LCC Carrier.
  19. AVIA.VN is not responsible for User's damages which result from an incidence of force majeure.
  20. AVIA.VN is not responsible for selection of the flight connection by the User and by meeting of the conditions necessary to make use of the selected connection by the person, to whom the ticket was issued.
  21. In all cases the maximum level of compensation that AVIA.VN compensates for User, is equal to the transaction fee that the User paid for AVIA.VN.

III. BOOKING OF AIRLINE TICKETS AND OTHER SERVICES FOR TRAVELLERS

By BOOKING an airline ticket the User files through the AVIA.VN website or the AVIA.VN Call Centre an offer for purchasing an airline ticket from an IATA associated Carrier, with parameters selected by the User (e.g. route of the flight, date of travel).

  1. BOOKING of the airline ticket is performed by the User, through the use of the AVIA.VN website, where the User selects the flight parameters he is interested in, or by contacting the AVIA.VN Call Centre, personally at the seat of AVIA.VN or by phone, when the BOOKING is performed by a AVIA.VN advisor in accordance with the User's requirements.
  2. By making the BOOKING the User agrees to the provisions of these Terms of Service.
  3. In order to perform the BOOKING the User is required to provide the following data in the booking form at the AVIA.VN website, and in the case of a BOOKING performed through a Call Centre, to a AVIA.VN advisor:
    1. Personal data of the User, especially name and surname, e mail address and the phone number, and when needed the personal data of the person, who will be travelling on the basis of the airline ticket;
    2. Parameters of additional services – should the User choose such;
    3. Data necessary to issue a VAT invoice;
    4. Form of payment for the airline ticket;
  4. Omitting any of the data indicated in item 3 prevents the BOOKING from being made.
  5. By commencing the BOOKING of an airline ticket the User is required to acquaint himself with available parameters of the offered flight connections and to select the connection that interests him, and in particular to select all the parameters of the connection he is interested in, such as:
    1. Place of departure and arrival;
    2. Date of departure, possibly date of return, with the information about the possible time shift;
    3. Number of adults, including seniors (older than 60 years), number of children, taking into account infants (0-2 years old), children (2-12 years old) and teenagers (12-24 years old);
    4. Direct connection;
    5. Flexible date of departure or arrival for the connection.
  6. When commencing the BOOKING of the airline ticket the User should precisely check all the data he has provided for the purposes of the BOOKING and all the parameters of the connection he has selected. Before making a decision about the BOOKING of an airline ticket the User should pay special attention to the amount of the price of the airline ticket and the AVIA.VN transaction fee, and also to the terms of service of providing the air transport service by the Carrier, whose connection is selected by the User when booking the airline ticket.
  7. The price of the airline ticket given by AVIA.VN Call Centre advisor or indicated in the BOOKING form at the AVIA.VN website is established independently by AVIA.VN. AVIA.VN does not guarantee that the amount of the airline ticket price thus indicated will remain unchanged until the moment of purchasing (issuing) of the airline ticket. This does not apply to the AVIA.VN transaction fee.
  8. AVIA.VN stipulates that the Carrier providing the flight connection to which the User's BOOKING applies may change the BOOKING's expiry date (purchase date), and in particular may shorten the deadline, within which the User, in accordance with the confirmation of the BOOKING must provide the payment for the airline ticket.
  9. In the case when the price of the airline ticket will be changed or the BOOKING expiry date (purchase date) will be shortened by the Carrier after making the BOOKING, including also after receiving a confirmation of the BOOKING, and after the User receives the confirmation the payment for the airline ticket was made, AVIA.VN will immediately notify the User by sending a message to the User's e mail address or by phone. In this case the User will have the right to: maintain the BOOKING and thus make additional payment to match the new price of the airline ticket, or to make the payment within the new deadline, or to cancel the BOOKING. When the User cancels the BOOKING due to the change of the airline ticket price or shortening the BOOKING expiry date (purchase date), the User will receive the entire price of the flight connection he has paid until the day of cancelling. The Carrier is solely responsible for the results of changes made by the Carrier. In particular, AVIA.VN is not responsible for the costs that the User has incurred expecting that the BOOKING will remain valid within the previously indicated period. AVIA.VN is also not responsible for the cancellation of the BOOKING by the Carrier, if the User did not answer the e-mail sent by AVIA.VN or was not available under the provided phone number. The User accepts that the new BOOKING expiry date (purchase date) may be established even in single hours from the moment when the Carrier has shortened the BOOKING expiry date (purchase date).
  10. The User is responsible for the correctness of the data provided in accordance with item 3 and for the selected parameters of the flight connection. The User notes and accepts that after the BOOKING, any change of the data necessary for the BOOKING may require a new BOOKING on changed conditions. In particular, in case of any changes of the data in comparison to the data established in the BOOKING, AVIA.VN does not guarantee that the flight connection with the parameters selected by the User will remain available, does not guarantee that the price of the reserved flight connection will not change, nor does it guarantee that the date of the flight connection or any other parameters of the flight connection selected by the USER will be the same as the parameters indicated in the BOOKING confirmation.
  11. The User accepts that some interfaces of the AVIA.VN website may distinguish and recommend a flight connection parameters selected by AVIA.VN. These recommendations are not binding for AVIA.VN, are solely a form of promotion, and may not be treated as suggestions for the User when selecting the flight connection. AVIA.VN is not responsible for the selection of the promoted parameters by the User. This selection is made by the User at his sole responsibility.
  12. AVIA.VN confirms the BOOKING of an airline ticket by sending the number of the BOOKING of the airline ticket along with all the data concerning the booked airline ticket to the User's e-mail address indicated during the BOOKING. In case of a BOOKING performed through the AVIA.VN Call Centre, the BOOKING confirmation containing the BOOKING number and the remaining data is sent to the User's e-mail address, and additionally the details of the BOOKING are confirmed verbally by the AVIA.VN advisor. In particular, in the BOOKING confirmation the following are indicated:
    1. BOOKING number;
    2. Airline ticket BOOKING expiration date (required purchase date);
    3. Price of the flight connection, including the price of an airline ticket and the AVIA.VN transaction fee;
    4. Travel plan;
    5. Possible methods of payment for the ticket, if the User has not selected payment with a credit card when making the BOOKING, and has not paid the price of the flight connection by this method during the BOOKING;
    6. Passenger's data, according to the User's declaration, in accordance with the travel documents;
    7. Other information concerning the airline ticket;
  13. AVIA.VN may additionally confirm the BOOKING of an airline ticket by sending an SMS text message to the User's mobile phone number – if the User has provided it – which contains the BOOKING number and the BOOKING expiration date (purchase date).
  14. In the BOOKING confirmation, AVIA.VN sends to the User a link to the AVIA.VN website, where the text of these Terms of Service can be found. The User is also informed by the AVIA.VN Call Centre advisor about the provision of the Terms of Service - by phone or personally at the AVIA.VN seat. By paying for the airline ticket the User confirms that he has acquainted himself with the conditions of these Terms of Service and accepts them..
  15. AVIA.VN stipulates that the BOOKING confirmation sent to the User pursuant hereto is not an airline ticket, providing the right to travel.
  16. All the flight connection price amounts (including the price of the airline ticket and the AVIA.VN transaction fee) are provided in Vietnam Dong and included VAT tax, if applicable.
  17. The User will receive the airline ticket in an electronic form solely after making the payment within the BOOKING expiration date (purchase date) indicated in the BOOKING confirmation and in an amount in accordance with the flight connection price indicated in the BOOKING confirmation or increased in accordance with item III.9 of the Terms of Service.
  18. The User notes that entering the data provided in the BOOKING confirmation in the payment title facilitates the airline ticket purchase process. Any delay related to the lack of the data required by the BOOKING confirmation in the payment title may result in the impossibility of implementing the BOOKING.
  19. Payment of an incomplete flight connection price or payment after the BOOKING expiration period is equivalent to not making the payment within the BOOKING expiration period.
  20. PAYMENT

  21. The User may make the payment of the flight connection price by selecting one of the options indicated in the BOOKING confirmation. The User notes that AVIA.VN does not guarantee the provision of all forms of payment for every BOOKING. The forms of payment available for the given BOOKING may depend on the requirements of a given Carrier or LCC Carrier and other factors related to the flight connection covered by the BOOKING, as well as on the current policies of AVIA.VN concerning the acceptable forms of payment.
  22. The User notes that the date of payment, unless the Terms of Service state otherwise, will be the day of booking the full price of the flight connection, including the AVIA.VN transaction fee at one of the AVIA.VN bank accounts during the hours of the AVIA.VN Call Centre working hours indicated in the item I.7 of the Terms of Service. Detailed provisions concerning the date of payment are provided in item VI of the Terms of Service – PURCHASE OF AN AIRLINE TICKET AND OTHER SERVICES FOR TRAVELLERS.
  23. The User, with the stipulation of item 20 above, if the AVIA.VN provides the given form of payment, may select the following forms of airline ticket payment:
    1. Credit card;
    2. Bank transfer to a AVIA.VN bank account;
    3. Through an Internet payment processing service of "Ngan Luong";
    4. By cash at the AVIA.VN seat or at a branch of a bank where AVIA.VN has a bank account;
  24. The User accepts that pursuant to item III.9 of the Terms of Service until the moment the airline ticket is issued AVIA.VN does not guarantee that a ticket covered by the BOOKING will be available at a price indicated in the BOOKING confirmation. The airline ticket price amount may be changed by the Carrier. The User accepts that the Carrier may change the airline ticket price, in particular between the moment the User receives a BOOKING confirmation and the payment by the User for the ticket covered by the BOOKING, and also in the period after the User makes the payment for the ticket covered by the BOOKING and before the AVIA.VN issues an electronic ticket.
  25. In case of a change of the airline ticket price covered by the BOOKING at any of the stages before moment of issuing of an airline ticket by AVIA.VN, AVIA.VN will immediately notify the User about this fact within the hours of operation of the AVIA.VN Call Centre, by sending an e-mail message to the User's e-mail address or by phone. In this case the User will have the right to: maintain the BOOKING and thus make additional payment to match the new price of the airline ticket, or to cancel the BOOKING. When the User cancels the BOOKING due to the change of the airline ticket price, the User will receive the entire price of the flight connection he has paid until the day of cancelling. The Carrier is responsible for the results of changes made by the Carrier.
  26. In the case of the change of the BOOKING expiration date (purchase date) by the Carrier, AVIA.VN will not be bound in any case by the previously stated date. In case of accepting the change of the BOOKING expiration date (purchase date) the User undertakes an obligation to make the payment within the new, changed date. In the case the User does not accept the change of the BOOKING expiration date (purchase date), he has the right to cancel the BOOKING. The lack of payment within the new date will mean the cancellation of the BOOKING by the User. When the User cancels the BOOKING all payments made by him through AVIA.VN will be immediately returned, and the BOOKING will be cancelled, in accordance with item III.9 of the Terms of Service.
  27. AVIA.VN is not responsible for the consequences of the User's decision to additionally pay for the airline ticket price increase by the Carrier, or for the consequences of the User's decision to cancel the BOOKING in the situation when the airline ticket price or BOOKING expiration date (purchase date) changes, including for the expenses, which the User has made counting on the purchase of the airline ticket covered by the BOOKING on conditions indicated in the BOOKING confirmation. The above does not apply to amounts paid by the User on account of the flight connection price until the day of cancelling the BOOKING, which are returned to the User in their entirety, in accordance with item III.9 of the Terms of Service.
  28. PAYMENT BY A CREDIT CARD

  29. The User accepts that the settlement of payment made by a credit card will be performed using one of the following procedures:
    1. Worldspan or Galileo system;
    2. Directly by the Carrier;
    3. Through "Ngan Luong" settlement system;
    4. With a POS provided by the bank;
  30. The user makes the payment with a credit card at his own responsibility, in accordance with the credit card use conditions established in the contract with the card's issuer. AVIA.VN is not responsible for the manner in which the User uses the credit card. The User is responsible for the credibility of the credit card data provided in order to perform the payment for the airline ticket. By using a credit card the User assures that he uses a credit card of which he is the owner, or whose owner's permission he has received. AVIA.VN may send a credit card payment declaration to the User before authorising the credit card in order to confirm the credit cart owner's identity. The User is required to send back the filled out declaration to AVIA.VN within the BOOKING expiration date (purchase date). Lack of a filled out declaration prevents the issuing of an airline ticket. In case of any doubts concerning the authenticity and correctness of credit cart data issued by the User, or the identity of the credit card owner, AVIA.VN has the right to decline a payment by a credit card, about which he will immediately inform the User.
  31. In particular, the User accepts that in order to perform a correct payment the User should provide the following data in the booking form at the AVIA.VN website or to a AVIA.VN advisor, when the BOOKING is made through the AVIA.VN Call Centre:
    1. Name and surname of the credit card owner;
    2. Credit card type;
    3. Credit card number;
    4. Credit cart expiration period;
    5. CVV2/CVC2 code (three last digits on the reverse of the credit card);
  32. The User accepts that providing the aforementioned data does not guarantee a positive authorisation of a credit card payment by the card issuer. AVIA.VN is not responsible in the case when a given User's credit card transaction will be rejected by the credit card issuer, about which AVIA.VN will immediately inform the User. In such a situation the User may select one of the remaining forms of payment.
  33. The User accepts that a credit card payment will result in charging the bank account of the credit card with an amount equivalent to the airline ticket price and the AVIA.VN transaction fee.
  34. By providing the data mentioned in item 29 above the User accepts the charging of a credit card with an amount equivalent to the airline ticket price and the AVIA.VN transaction fee and providing it as a payment for the airline ticket covered by the BOOKING.
  35. Authorisation of the User's credit card is performed within the AVIA.VN Call Centre working hours indicated in item I.7 of the Terms of Service.
  36. In case of a BOOKING through the AVIA.VN Call Centre and payment by a credit card by the User through a AVIA.VN advisor, in case of a successful authorisation the AVIA.VN advisor will sent the issued airline ticket to the User or will inform the User about the refusal to authorise this payment.
  37. AVIA.VN will immediately contact the User in case of:
    1. Lack of authorisation of the User's credit card;
    2. When the Carrier specifically prohibits payment with a credit card of a given type;
    3. When the Carrier specifically prohibits payment with a credit card for the given airline ticket;
  38. In every case when the payment with a credit card is not possible, including the case when credit card authorisation is denied, the User has the right to select another form of payment or to cancel the BOOKING within its expiration date. The risk related to the lack of possibility of payment by credit card is borne by the User.
  39. Authorisation of the credit card payment is equivalent to making the payment for an airline ticket covered by the BOOKING. However, AVIA.VN stipulates that despite the payment for an airline ticket there is no guarantee that the price of the ticket in the period from the moment of payment (and also, in accordance with item III.& of the Terms of Service, from the day of the BOOKING) to the moment of issuing an electronic ticket will not be changed for reasons arising on the Carrier's part. In this case the User will have the right to make a decision mentioned in item III.9 of the Terms of Service.
  40. PAYMENT BY A BANK TRANSFER

  41. In the case when bank transfer is available as a form of payment for a given flight connection, the User may pay by a transfer to a AVIA.VN bank account indicated in the BOOKING confirmation. The User will receive information about the payment through a bank transfer, whereas this information is not a confirmation of booking the money at the AVIA.VN account, nor is it a confirmation of an air transport contract.
  42. PAYMENT BY CASH

  43. The User may pay by cash directly at the AVIA.VN seat, at no charge. The User may also pay by cash at a teller's window in one of the banks where AVIA.VN has a bank account, whereas the possible fees for such a payment are established by the bank where the payment is made and will be borne by the User. Names of the banks and account numbers are provided in the BOOKING confirmation.
  44. PAYMENT BY NGAN LUONG

  45. In case of selection of payment through an Internet payment processing service of Ngan Luong, in the BOOKING confirmation the User will receive a link to Ngan Luong, with which he will be redirected to a website enabling the payment for the airline ticket covered by the BOOKING through a telecommunications network. In order to be redirected to Ngan Luong website, the User should act in accordance with the instructions indicated in the BOOKING confirmation.
  46. After redirection to Ngan Luong website the User should act in accordance with the messages displayed by the website.
  47. AVIA.VN is not a party of Ngan Luong, and thus is not responsible for Ngan Luong. Payment through Ngan Luong is made on conditions established by Ngan Luong, which the User hereby accepts. AVIA.VN is not responsible for any irregularities related to the payment made through Ngan Luong, including ones resulting from the User providing incorrect or incomplete data required for the payment.
  48. After a transaction is realised in accordance with the instructions displayed by Ngan Luong, the User will receive a confirmation from Ngan Luong whether the payment was completed successfully. In the case when the User does not receive such a confirmation within 1 hour from finishing the transaction at Ngan Luong, the User is required to contact Ngan Luong and AVIA.VN (within the AVIA.VN Call Centre working hours) in order to explain the situation.
  49. The moment of the payment for the airline ticket when realising the payment through the Przelewy24.pl website is the moment when AVIA.VN receives a message from the Przelewy24.pl about the payment being booked.
  50. CANCELLING THE BOOKING

  51. The User may cancel the BOOKING of an airline ticket made within the BOOKING expiration date (purchase date), however only until the airline ticket is issued, by contacting the AVIA.VN Call Centre during its working hours. Cancelling the BOOKING within its expiration date (purchase date) is free of charge.
  52. The BOOKING may be cancelled by the Carrier within the BOOKING expiration date (purchase date), however only until the airline ticket is issued, for reasons arising on the Carrier's part or due to incidence of force majeure. In this case AVIA.VN will immediately notify the User about this fact within the hours of operation of the AVIA.VN Call Centre, by sending an e-mail message to the User's e-mail address or by phone. In this case the User has the right to make a new BOOKING. AVIA.VN does not guarantee that the conditions of the new BOOKING will be the same as the conditions of the cancelled BOOKING.

IV. ORDERING OF AIRLINE TICKETS AND OTHER SERVICES FOR TRAVELLERS

By ORDERING an airline ticket the User files through the AVIA.VN website or the AVIA.VN Call Centre an offer for purchasing an airline ticket at an LCC Carrier. Also, the offer to purchase an airline ticket from an IATA associated Carrier filed by the User as a BOOKING will also be treated as ORDERING when for reasons beyond the control of AVIA.VN (especially for technical reasons or in the case when the ticket for which the User performs the BOOKING is not available) the BOOKING of an airline ticket from a Carrier is not possible.

  1. ORDERING of the airline ticket is performed by the User, through the use of the AVIA.VN website, where the User selects the flight parameters he is interested in, or by contacting the AVIA.VN Call Centre, personally at the seat of AVIA.VN or by phone, when the ORDERING is performed by a AVIA.VN advisor in accordance with the User's requirements.
  2. By making the ORDERING the User agrees to the provisions of these Terms of Service.
  3. In order to place the ORDER the User is required to provide the following data in the booking form at the AVIA.VN website, and in the case of an ORDER placed through a Call Centre, to a AVIA.VN advisor:
    1. Personal data of the User, especially name and surname, User’s e‑mail address and the phone number, and when needed the personal data of the person, who will be travelling on the basis of the airline ticket;
    2. Parameters of additional services – should the User choose such;
    3. Data necessary to issue a VAT invoice;
    4. Form of payment for the airline ticket;
  4. Omitting any of the data mentioned in item 3 prevents the ORDER from being placed.
  5. By commencing the ORDERING of an airline ticket the User is required to acquaint himself with available parameters of the offered flight connections and to select the connection that interests him, and in particular to select all the parameters of the connection he is interested in, such as:
    1. Place of departure and arrival;
    2. Date of departure, possibly date of return, with the information about the possible time shift;
    3. Number of adults, including seniors (older than 60 years), number of children, taking into account infants (0-2 years old), children (2-12 years old) and teenagers (12-24 years old);
    4. Direct connection;
    5. Flexible date of departure or arrival for the connection;
  6. When commencing the ORDERING of the airline ticket the User should precisely check all the data he has provided for the purposes of the ORDERING and all the parameters of the connection he has selected. Before making a decision about the ORDERING of an airline ticket the User should pay special attention to the amount of the price of the flight connection, and also to the terms of service of providing the air transport service by the Carrier or LCC Carrier, whose connection is selected by the User when ordering the airline ticket.
  7. The User is solely responsible for the correctness of the data provided in accordance with item 3 and for the selected parameters of the connection.
  8. Filing an ORDER is not synonymous to the BOOKING of the airline ticket nor with its purchase (issuing of an airline ticket).
  9. After receiving an ORDER placed by the User, the AVIA.VN consultant will verify the ORDER by contacting the User by phone number he has provided or confirms the placed ORDER and the availability and price of a given airline ticket by sending to the User an ORDER confirmation to the e–mail address provided by the User.
  10. Contacting the User by phone and e mail is necessary to verify and confirm the ORDER. In the case when contacting the User is not possible for reasons beyond the control of AVIA.VN, the ORDER will be automatically cancelled by AVIA.VN. AVIA.VN will inform the User about the cancelling of the ORDER and the reasons for the cancelling using e mail.
  11. In the ORDER confirmation sent to the User's e-mail address, AVIA.VN indicates the ORDER number with all the data concerning the ordered airline ticket, in particular:
    1. ORDER number;
    2. Travel plan;
    3. Flight connection price, with the stipulation of item 13 below;
    4. Passenger's data, according to the User's declaration, in accordance with the travel documents;
    5. Forms of payment for the airline ticket;
  12. Confirmation of the ORDER is not an airline ticket providing the right to travel. .
  13. The User accepts that the flight connection price indicated in the ORDER confirmation may change due to the change of the airline ticket price, until the moment of the purchase of the airline ticket (issuing an electronic ticket by an LCC Carrier), including after the payment by the User for the ticket covered by the ORDER.
  14. In every case when after making the ORDER, including after the ORDER confirmation by AVIA.VN and before the moment of issuing the electronic ticket the airline ticket price amount will change, AVIA.VN will immediately inform the User about this fact by sending a message to the User's e-mail address or by phone. In this case the User will have the right to: maintain the ORDER and thus make additional payment to match the new price of the airline ticket, or to cancel the ORDER. When the User cancels the ORDER due to the change of the airline ticket price, the User will receive the entire price of the flight connection he has paid until the day of cancelling. The LCC Carrier is responsible for the results of changes made by the LCC Carrier. In particular, is not responsible for the costs that the User has incurred expecting that the Order will be realised. AVIA.VN will purchase an airline ticket for the User in accordance with the ORDER immediately after receiving the User's payment for the flight connection price in accordance with these Terms of Service.
  15. The User accepts that the availability of seats and ticket prices of LCC Carriers change constantly. In particular, the price of an airline ticket may change at every stage after ORDER placement by the User, in this case the purchase of a ticket on a date later than changes in the Order confirmation, among others due to the passage of time from the ORDER confirmation to the booking of the airline ticket price payment at the AVIA.VN bank account.
  16. In the case the User makes the payment after the date indicated in the ORDER confirmation and the LCC Carrier changes the airline ticket price, AVIA.VN will immediately contact the User and will inform about this change. In such a situation the User will have the right to make a decision to make an additional payment to the difference in the airline ticket price or to cancel the ORDER. Not paying the airline ticket price difference means the User is cancelling the ORDER. In case of cancelling the ORDER the User will receive the entire price of the flight connection he has paid until the ORDER is cancelled.
  17. Finalising the ORDER by purchasing an airline ticket through AVIA.VN is possible only when AVIA.VN will be able to contact the User by electronic mail or by phone within the hours of the AVIA.VN Call Centre working hours, during the entire period from the day of the ORDERING until the issuing of the airline ticket.
  18. When purchasing the LCC Carrier airline ticket, AVIA.VN acts as an agent of the User, that is on his behalf and in his name. AVIA.VN is not responsible for the actions and omissions of the LCC Carrier. The User accepts that travelling on the basis of an airline ticket generated by the LCC Carrier and sent to the User by AVIA.VN is conducted pursuant to the terms established by the transport agreement signed with the LCC Cararier, the integral part of which are the terms of service of the given LCC Carrier provided to the User before the purchase of an airline ticket.
  19. After placing an ORDER any change of the data required for the ORDER may be related to the necessity of placing a new ORDER on changed conditions. In particular, in case of any changes of the data in comparison to the data provided in the ORDER, AVIA.VN does not guarantee that the flight connection with the parameters selected by the User will be available, does not guarantee that the price of the ordered connection will not change, nor does he guarantee that the date of the connection or any other parameters of the connection selected by the USER will be the same as the parameters indicated in the ORDER confirmation.
  20. The User accepts that some interfaces of the AVIA.VN website may distinguish and recommend flight parameters selected by AVIA.VN. These recommendations are not binding for AVIA.VN, are solely a form of promotion, and may not be treated as suggestions for the User when selecting the connection. AVIA.VN is not responsible for the selection of the promoted parameters by the User. This selection is made by the User at his sole responsibility.
  21. In the ORDER confirmation, AVIA.VN sends the a link to the AVIA.VN website, where the text of these Terms of Service can be found. By paying for the airline ticket the User confirms that he has acquainted himself with the conditions of these Terms of Service and accepts them.
  22. AVIA.VN stipulates that the ORDER confirmation sent to the User pursuant hereto is not an airline ticket, providing the right to travel.
  23. All the airline ticket price and the AVIA.VN transaction fee amounts are provided in Vietnam Dong and included VAT tax, if applicable.
  24. The User will receive the airline ticket in an electronic form solely after making the payment of the flight connection price in an amount in accordance with the flight connection price indicated in the ORDER confirmation or increased in accordance with item IV.14 of the Terms of Service.
  25. Entering the data provided in the ORDER confirmation in the payment title facilitates the airline ticket purchase process. Any delay related to the lack of the data required by the ORDER confirmation in the payment title may result in the impossibility of implementing the ORDER.
  26. PAYMENTS

  27. The User may make the payment for the airline ticket by selecting one of the options indicated in the ORDER confirmation. The User notes that AVIA.VN does not guarantee the provision of all forms of payment for every ORDER. The forms of payment available for the given ORDER may depend on the requirements of a given Carrier or LCC Carrier and other factors related to the flight connection covered by the ORDER, as well as on the current policies of AVIA.VN concerning the acceptable forms of payment.
  28. The User notes that the date of payment, unless the Terms of Service state otherwise, will be the day of booking the full price of the flight connection, including the AVIA.VN transaction fee at one of the AVIA.VN bank accounts during the hours of the AVIA.VN Call Centre working hours indicated in the item I.7 of the Terms of Service. Detailed provisions concerning the date of payment are provided in item VI of the Terms of Service – PURCHASE OF AN AIRLINE TICKET AND OTHER SERVICES FOR TRAVELLERS.
  29. The User, with the stipulation of item 26 above, if the AVIA.VN provides the given form of payment, may select the following forms of airline ticket payment:
    1. Credit card;
    2. Bank transfer to a AVIA.VN bank account;
    3. Through an Internet payment processing service of Ngan Luong;
    4. By cash at the AVIA.VN seat or at a branch of a bank where AVIA.VN has a bank account;
  30. The User accepts that pursuant to item IV.14 of the Terms of Service until the moment the airline ticket is issued AVIA.VN does not guarantee that a ticket covered by the ORDER will be available at a price indicated in the ORDER confirmation. The airline ticket price amount may change. In particular the airline ticket price may occur between the moment the User receives the ORDER confirmation and the payment by the User for the ticket covered by the ORDER, and also in the period after the User makes the payment for the ticket covered by the ORDER and before issuing an electronic ticket.
  31. In case of a change of the airline ticket price covered by the ORDER at any of the stages before moment of issuing of an airline ticket, AVIA.VN will immediately notify the User about this fact by sending an e-mail message to the User's e-mail address or by phone. In this case the User will have the right to: maintain the ORDER and thus make additional payment to match the new price of the airline ticket, or to cancel the ORDER. When the User cancels the ORDER due to the change of the airline ticket price, the User will receive the entire price of the flight connection he has paid until the day of cancelling.
  32. AVIA.VN is not responsible for the consequences of the User's decision to additionally pay for the airline ticket price increase by the Carrier, or for the consequences of the User's decision to cancel the ORDER in the situation when the airline ticket price changes, including for the expenses, which the User has made counting on the purchase of the airline ticket covered by the ORDER on conditions indicated in the ORDER confirmation. The above does not apply to amounts paid by the User on account of the price until the day of cancelling the ORDER, which are returned in their entirety by AVIA.VN.
  33. PAYMENT BY A CREDIT CARD

  34. The User accepts that the settlement of payment made by a credit card will be performed using one of the following procedures:
    1. Worldspan or Galileo system;
    2. Directly by the Carrier;
    3. Through Ngan Luong settlement system;
    4. With POS provided by the bank;
  35. The user makes the payment with a credit card at his own responsibility, in accordance with the credit card use conditions established in the contract with the card's issuer. AVIA.VN is not responsible for the manner in which the User uses the credit card. The User is responsible for the credibility of the credit card data provided in order to perform the payment for the airline ticket. By using a credit card the User assures that he uses a credit card of which he is the owner, or whose owner's permission he has received. AVIA.VN may send a credit card payment declaration to the User before authorising the credit card in order to confirm the credit cart owner's identity. The User is required to send back the filled out declaration to AVIA.VN. Lack of a filled out declaration prevents the issuing of an airline ticket. In case of any doubts concerning the authenticity and correctness of credit cart data issued by the User, or the identity of the credit card owner, AVIA.VN has the right to decline a payment by a credit card, about which he will immediately inform the User.
  36. In particular, the User accepts that in order to perform a correct payment the User should provide the following data in the ordering form at the AVIA.VN website or to a AVIA.VN advisor, when the ORDER is placed through the AVIA.VN Call Centre:
    1. Name and surname of the credit card owner;
    2. Credit card type;
    3. Credit card number;
    4. Credit cart expiration period;
    5. CVV2/CVC2 code (three last digits on the reverse of the credit card);
  37. The User accepts that providing the aforementioned data does not guarantee a positive authorisation of a credit card payment by the card issuer. AVIA.VN is not responsible in the case when a given User's credit card transaction will be rejected by the credit card issuer, about which AVIA.VN will immediately inform the User. In such a situation the User may select one of the remaining forms of payment.
  38. The User accepts that a credit card payment will result in charging the bank account of the credit card with an amount equivalent to the airline ticket price and the AVIA.VN transaction fee.
  39. By providing the data mentioned in item 34 above the User accepts the charging of a credit card with an amount equivalent to the airline ticket price and the AVIA.VN transaction fee and providing it as a payment for the airline ticket covered by the ORDER.
  40. Authorisation of the User's credit card is performed within the AVIA.VN Call Centre working hours indicated in item I.7 of the Terms of Service. In case of a placement of an ORDER through the AVIA.VN Call Centre and payment by a credit card by the User through a AVIA.VN advisor, in case of a successful authorisation the AVIA.VN advisor will sent the issued airline ticket to the User or will inform the User about the refusal to authorise this payment.
  41. AVIA.VN will immediately contact the User in case of:
    1. Lack of authorisation of the User's credit card;
    2. When the LCC Carrier or the Carrier specifically prohibits payment with a credit card of a given type;
    3. When the LCC Carrier or the Carrier specifically prohibits payment with a credit card for the given ticket;
  42. In every case when the payment with a credit card is not possible, including the case when credit card authorisation is denied, the User has the right to select another form of payment or to cancel the ORDER. All risk related to the lack of possibility of payment by credit card is borne by the User.
  43. Authorisation of the credit card payment is equivalent to making the payment for an airline ticket covered by the ORDER confirmation. However, AVIA.VN stipulates that despite the payment for an airline ticket according to this procedure there is no guarantee that the price of the ticket in the period from the moment of payment to the moment of issuing an electronic ticket will not be changed for the reasons beyond the control of AVIA.VN. In this situation the User will have the right to make a decision to keep the ORDER and thus pay the new airline ticket price or to cancel the ORDER. When the User cancels the ORDER due to the change of the airline ticket price, the User will receive the entire amount he has paid until the day of cancelling. The Carrier or LCC Carrier is solely responsible for the results of changes made by, respectively, the Carrier or the LCC Carrier.
  44. PAYMENT BY A BANK TRANSFER

  45. In the case when bank transfer is available as a form of payment, the User may pay by a transfer to a AVIA.VN bank account indicated in the ORDER confirmation. The User will receive information about the payment through a bank transfer, whereas this information is not a confirmation of booking the money at the AVIA.VN account, nor is it a confirmation of an air transport contract.
  46. PAYMENT BY CASH

  47. The User may pay by cash directly at the AVIA.VN seat, at no charge. The User may also pay by cash at a teller's window in one of the banks where AVIA.VN has a bank account, whereas the possible fees for such a payment are established by the bank where the payment is made and will be borne by the User. Names of the banks and account numbers are provided in the ORDER confirmation.
  48. PAYMENT BY NGAN LUONG

  49. In case of selection of payment through an Internet payment processing service of Ngan Luong, in the ORDER confirmation the User will receive a link to Ngan Luong, with which he will be redirected to a website enabling the payment for the airline ticket covered by the ORDER through a telecommunications network. In order to be redirected to Ngan Luong website, the User should act in accordance with the instructions indicated in the ORDER confirmation.
  50. After redirection to Ngan Luong website the User should act in accordance with the messages displayed by the website.
  51. AVIA.VN is not a party of Ngan Luong, and thus is not responsible for Ngan Luong. Payment through Ngan Luong is made on conditions established by Ngan Luong, which the User hereby accepts. AVIA.VN is not responsible for any irregularities related to the payment made through Ngan Luong, including ones resulting from the User providing incorrect or incomplete data required for the payment.
  52. After a transaction is realised in accordance with the instructions displayed Ngan Luong, the User will receive a confirmation from Ngan Luong stating whether the payment was completed successfully. In the case when the User does not receive such a confirmation within 1 h from finishing the transaction at Ngan Luong, the User is required to contact Ngan Luong and AVIA.VN (within the AVIA.VN Call Centre working hours) in order to explain the situation.
  53. The moment of the payment for the airline ticket when realising the payment through the Ngan Luong is the moment when AVIA.VN receives a message from Ngan Luong about the payment being booked.

  54. CANCELLING THE ORDER

  55. The User may cancel the placed ORDER for the airline ticket until the moment it is issued by contacting the AVIA.VN Call Centre during its working hours. Cancelling the ORDER before the moment of issuing the electronic ticket is free from any charges. AVIA.VN may cancel the User's ORDER after 24 hours from the moment it is placed, about which the User will be informed at his e-mail address.

V. EXPRESS PURCHASE OF AIRLINE TICKETS AND OTHER SERVICES FOR TRAVELLERS

By EXPRESS PURCHASE of an airline ticket the User, through the AVIA.VN website or the AVIA.VN Call Centre enters into an air transport agreement with a LCC Carrier or with a Carrier, and will pay for the airline ticket at the moment of purchase.


  1. If this option is provided by AVIA.VN, the User may make an EXPRESS PURCHASE of an airline ticket for a connection provided by a LCC Carrier or a Carrier through a AVIA.VN website or the AVIA.VN Call Centre, without having to place an ORDER or a BOOKING for an airline ticket. By deciding to make an EXPRESS PURCHASE the User decides to make an immediate payment for the airline ticket without the option of making the payment on a later date than in the case of a BOOKING or an ORDER for an airline ticket.
  2. In the case of an EXPRESS PURCHASE by the User, AVIA.VN may charge the User an additional fee for the EXPRESS PURCHASE service. The amount of this fee is indicated to the User every time in the purchase form, before the decision to purchase the ticket is made. The fee amount is set every time depending on the transaction amount.
  3. The User may perform an EXPRESS PURCHASE of the airline ticket from a LCC Carrier or a Carrier.
    1. Through AVIA.VN website, where the User selects the flight parameters he is interested in;
    2. By contacting the AVIA.VN Call Centre by phone, where the EXPRESS PURCHASE is performed by a AVIA.VN advisor in accordance with the User's requirements;
    3. Personally at the AVIA.VN seat;
  4. By making an EXPRESS PURCHASE the User agrees to the provisions of these Terms of Service, and also to the provisions of the terms of service of the LCC Carrier, with whom the User is signing an air transport agreement.
  5. In order to perform the EXPRESS PURCHASE the User is required to provide the following data in the form at the AVIA.VN website, and in the case of an EXPRESS PURCHASE performed through a Call Centre, to a AVIA.VN advisor:
    1. Personal data of the User, especially name and surname, e mail address and the phone number, and when needed, the personal data of the person, who will be travelling on the basis of the airline ticket;
    2. Parameters of additional services – should he choose such;
    3. Data necessary to issue a VAT invoice;
    4. Form of payment;
  6. Omitting any of the aforementioned data prevents the EXPRESS PURCHASE from being made.
  7. By commencing the EXPRESS PURCHASE of an airline ticket the User is required to acquaint himself with available parameters of the offered flight connections and to select the connection that interests him, and in particular to select all the parameters of the connection he is interested in, such as:
    1. Place of departure and arrival;
    2. Date of departure, possibly date of return, with the information about the possible time shift;
    3. Number of adults, including seniors (older than 60 years), number of children, taking into account infants (0-2 years old), children (2-12 years old) and teenagers (12-24 years old);
  8. When commencing the EXPRESS PURCHASE of the airline ticket the User should precisely check all the data he has provided for the purposes of the EXPRESS PURCHASE and all the parameters of the connection he has selected. Before making a decision about the EXPRESS PURCHASE of an airline ticket the User should pay special attention to the amount of the price of the flight connection, and also to the terms of service of providing the air transport service by the Carrier or LCC Carrier, whose connection is selected by the User when ordering the airline ticket.
  9. The price of the airline ticket given by AVIA.VN Call Centre advisor or indicated in the EXPRESS PURCHASE form at the AVIA.VN website is established by the Carrier or LCC Carrier.
  10. The User accepts that some interfaces of the AVIA.VN website may distinguish and recommend flight parameters selected by AVIA.VN. These recommendations are not binding for AVIA.VN, are solely a form of promotion, and may not be treated as suggestions for the User when selecting the connection. AVIA.VN is not responsible for the selection of the promoted parameters by the User. This selection is made by the User at his sole responsibility.
  11. AVIA.VN confirms the EXPRESS PURCHASE of an airline ticket by sending to the User's e-mail address: the airline ticket. In case of an EXPRESS PURCHASE performed through the AVIA.VN Call Centre, the airline ticket is sent to the User's e-mail address, and additionally the travel plan is stated verbally by the AVIA.VN advisor. In particular, in the electronic ticket the following are indicated:
    1. The airline ticket number;
    2. The flight connection price;
    3. Travel plan;
    4. Other information concerning the airline ticket;
  12. In the EXPRESS PURCHASE confirmation, AVIA.VN sends the a link to the AVIA.VN website, where the text of these Terms of Service can be found. By paying for the airline ticket the User confirms that he has acquainted himself with the conditions of these Terms of Service and accepts them.
  13. All the airline ticket price fee amounts are provided in Vietnam Dong and included VAT tax, if applicable.
  14. The User will receive the airline ticket in an electronic form immediately after it is issued, solely after making the payment in an amount in accordance with the flight connection price indicated in the form and the fee mentioned in item V.2 of the Terms of Service. In case of an EXPRESS PURCHASE through the AVIA.VN Call Centre the price of the airline ticket and the amount of the fee mentioned in the item V.2 of the Terms of Service is presented by the advisor.

VI. PURCHASE OF AN AIRLINE TICKET AND OTHER SERVICES FOR TRAVELLERS

  1. The User may purchase an airline ticket as a result of a BOOKING, and ORDER, or in the form of an EXPRESS PURCHASE, for himself or on the behalf of a third party, if:
    1. He has the full capacity to perform juristic acts;
    2. Uses actual personal data, including the actual personal data of the passenger (third party);
    3. Holds legally valid travel documents;
    4. Uses a credit card which he is an owner of or has the credit card's owner authorisation to make the payment for the airline ticket; the User accepts that the use of a counterfeit, appropriated or stolen credit card is a felony under the Penal Code;
  2. Airline tickets provided by the Carriers are issued by AVIA.VN after receiving the payment for the airline ticket (established in accordance to the Terms of Service provisions) during working hours. Depending on the form of payment selected by the User, whereas in special cases AVIA.VN may issue an airline ticket outside of these hours. Airline tickets provided by the Carriers are issued by AVIA.VN after receiving the payment for the airline ticket (established in accordance to the Terms of Service provisions) during working hours. Depending on the form of payment selected by the User, whereas in special cases AVIA.VN may issue an airline ticket outside of these hours.
  3. AVIA.VN sends the airline ticket in an electronic form (an electronic ticket) on the day it is issued to the User's e-mail account address. AVIA.VN is not responsible for not sending the electronic airline ticket in the case when the User has given an incorrect e-mail address. Should the User fail to receive the electronic airline ticket, he should check whether an antivirus program or anti-spam rules do not prevent the reception of the ticket, or contact AVIA.VN.

VII. CANCELLING OF AN AIRLINE TICKET AND OTHER SERVICES FOR TRAVELLERS

  1. The User accepts that after the purchase of an airline ticket the Carrier or LCC Carrier may cancel the airline ticket (terminate the air transport agreement), in particular for reasons arising on the Carrier's or LCC Carrier's part or as a result of incidence of a force majeure. The Carrier or LCC Carrier is responsible for the results of any changes made by, respectively, the Carrier or the LCC Carrier. AVIA.VN, if it is notified by the Carrier or LCC Carrier about the cancelling of an airline ticket will immediately inform the User about this fact and will inform the User about solutions proposed by the Carrier or LCC Carrier.
  2. In the case when the given Carrier or LCC Carrier allows in his Tariff the possibility of cancelling the ticket at the User's request (through the termination of the airline transport contract by the User), the User may cancel the airline ticket on conditions indicated therein. In this case the User will be returned the amount of the ticket price paid, with any fees related to the cancelling of the airline ticket and the AVIA.VN transaction fee for such cancelling being deducted from it, in an amount in accordance with the given Carrier's or LCC Carrier's Tariff.
  3. In case of cancellation by the User of an issued airline ticket the AVIA.VN transaction fee for the issuing of an airline ticket nor the charge for the EXPRESS PURCHASE are not returned.
  4. The User cancels the airline ticket by contacting the AVIA.VN Call Centre (by phone or by e-mail).

VIII. CHANGE OF AN AIRLINE TICKET AND OTHER SERVICES FOR TRAVELLERS

  1. The User accepts that the Carrier or LCC Carrier may have the right to change the parameters of the purchased airline ticket. AVIA.VN, if it is notified by the Carrier or LCC Carrier about the change of an airline ticket will immediately inform the User about this fact and will inform the User about solutions proposed by the Carrier or LCC Carrier.
  2. Conditions of the Carriers' terms of service usually do not allow the change of the passengers' names. Such a change is allowed only in special cases, for an additional fee, each time subject to the consent of the Carrier. In the case when the Carrier allows the change of the passenger's name, this change requires the User to pay the AVIA.VN transaction fee for the change.

IX. USER REGISTRATION

  1. Registering a User in the AVIA.VN website is free.
  2. Registering is necessary to create an Account.
  3. The User registers in the AVIA.VN website by filling out a registration form accessible at the www.AVIA.VN website.
  4. The registration form contains obligatory fields, without the filling of which registering is impossible.
  5. In the registration form the User provides his personal data within a scope necessary to create an individual User account, which will enable him to perform BOOKINGS, place ORDERS and use other services for travellers in the purchase of which AVIA.VN is an intermediary.
  6. After the User submits a registration form, AVIA.VN will send a registration confirmation with a User login and password and an account activation link. In order to finish the registration process the User should activate a link, by proceeding in accordance with the instructions provided in the message received from AVIA.VN. The activation enables the User to make use of his account, without the necessity of repeated registration.

X. USER ACCOUNT

  1. Having an account enables the User to, in particular:
    1. BOOKING, ORDERING and EXPRESS PURCHASE of airline tickets and other services for travellers without having to provide the User's personal data each time;
    2. Editing personal data, including the delivery addresses;
    3. Ordering the AVIA.VN newsletter;
  2. The login and password for the User's account are confidential and may not be provided to third parties.
  3. The User has no right to provide access to his account to third parties, unless these are close friends and families, which use the account on the User's behalf, or other persons authorised by the User.
  4. The User may, at any time, delete his account using the mechanism provided as a part of the account or by sending a statement of intent to delete the account to AVIA.VN. AVIA.VN confirms the deletion of the account.
  5. AVIA.VN reserves the right to delete the User's account in the case when the User uses the account for actions intended to destabilise the AVIA.VN websites or hinder the use of the AVIA.VN system by other users. In this case AVIA.VN will notify the User about the account deletion by e-mail.

XI. PERSONAL DATA PROTECTION

  1. AVIA.VN is the administrator of personal data of the Users.
  2. AVIA.VN declares that the personal data of the User will be processed in order to:
    1. Perform the BOOKINGS, ORDERING and EXPRESS PURCHASE and be an intermediary in the signing of an air transport agreement and traveller services purchase agreement;
    2. Provide electronic services;
    3. Ensuring communications between the User and AVIA.VN;
  3. The User has the right to access the provided personal data and to correct them or request that their processing be stopped.
  4. Providing of personal data is voluntary, but necessary in order to perform the goals established hereto.
  5. AVIA.VN declares that it processes personal data of the Users in accordance with the Laws of Vietnam and that it uses technical and organisational measures ensuring the protection of processed data adequate to the threats and categories of data included by protection, and in particular that it protects the personal data of the Users from being provided to unauthorised personnel, lost or damaged.
  6. AVIA.VN declares that it does not process the personal data provided by the Users to the payment settlement systems.
  7. The User may perform all the changes within the scope of his personal data by sending a statement of intent containing the scope of changes to AVIA.VN e-mail address – info@AVIA.VN .

XII. COMPLAINTS

  1. The User is authorised to file complaints concerning the services provided by AVIA.VN.
  2. The User's complaint should:
    1. Contain the reason for filing the complaint;
    2. Be signed by and contain current data of the User, as well as contact data;
  3. AVIA.VN will examine the complaint and provide an answer to the complaint within 30 days from the day it was received.
  4. In the case when the complaint filed in writing does not meet the requirements established in item 2, an authorised person representing AVIA.VN accepting the claim is required to immediately notify the User about the requirement to complete it.
  5. The complaint may be filed in writing or through e-mail, on the condition that it is sent to the e-mail address: info@AVIA.VN .

XIII. NEWSLETTER

  1. AVIA.VN newsletter is a service consisting of providing the Users by e-mail of an electronic newsletter containing commercial information, which is provided after a previous request by the User and after the User agrees to receiving commercial information.
  2. In order to receive the newsletter the User should:
    1. Place a request by providing an e mail address in the electronic form available at the www.AVIA.VN website, and agree to receive the Newsletter;
    2. Have an active e-mail address.;
  3. The user may at any time terminate the agreement for the provision of Newsletter services by the use of a link contained within the Newsletter (footer) or by sending a declaration on the termination of this agreement to AVIA.VN. AVIA.VN confirms the termination of the agreement by sending a message to the User's e-mail address. With the moment the agreement for the provision of Newsletter services, AVIA.VN will stop sending the Newsletter to the e-mail address of the User. The User may at any time re-order the Newsletter.

XIV. FINAL PROVISIONS

  1. Attachments form an integral part hereto.
  2. All the disputes arising hereto shall be determined by a common court of Vietnam, the jurisdiction of which will be established on the basis of the regulations in force. If there is no jurisdiction, decision of AVIA.VN is final.
  3. These Terms of Service are available at the www.AVIA.VN. website and at the seat of AVIA.VN.