From May 11, Vietnam Airlines (VNA) will raise the standard of epidemic prevention and control to level 2 on a 4-level scale for all domestic flights; increase resources to support passengers in case the operation plan is changed due to the impact of the Covid-19 epidemic.
VNA upgraded the level of epidemic prevention and enhanced passenger support. (Photo: provided by VNA) From May 11, Vietnam Airlines (VNA) will raise the standard of epidemic prevention and control to level 2 on a 4-level scale for all domestic flights; increase resources to support passengers in case the operation plan is changed due to the impact of the Covid-19 epidemic. The main measures implemented by VNA to ensure disease safety include strict inspection of medical declaration and temperature measurement of passengers before the flight; refuse to transport passengers with abnormal health symptoms; install disinfection mats at the boarding gate; arrange flight crews to move within the airport and between the airport – city by separate vehicles; ensure that passengers and crew wear masks throughout the journey; provide antibacterial towels to passengers on the flight; disinfect the aircraft at the end of the day and periodically maintain the HEPA air filter. Facing the complicated development of the epidemic, VNA also adjusted the flight schedule of domestic and international flights. Passengers can consult the flight schedule and check the flight status themselves on the airline’s website. For passengers whose flights are affected, the airline makes every effort to ensure that all passengers are promptly notified of the flight schedule change via text, email or direct call. In order to support passengers who need to change or refund tickets due to the impact of the epidemic, from May 10, VNA has implemented a support policy for tickets purchased in the Vietnamese market and has a completely domestic itinerary. . Passengers can refer to the ticket exchange and refund policy at the airline’s website. In order to save time for passengers, VNA has implemented a feature to help passengers actively cancel their seats, change tickets and refund tickets to vouchers right on the website, in the booking management section located on the homepage. VNA notes that passengers do not plan to take the booked flight, before conducting the procedures for ticket exchange or refund, passengers need to cancel the booked seat to avoid losing the no-show fee. Valid cancellation time is at least 3 hours before the departure time indicated on the ticket. In particular, VNA is free to refund tickets for passengers who choose to exchange vouchers with 100% of the refund value. This voucher can be used to buy airline tickets, checked baggage and other additional services of the airline. During this time, due to the high demand for flight changes, VNA has arranged more resources to respond to messages, calls and emails sent to customer care, but the response time to passengers is limited. may be slower than usual.
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