Last updated: 19 October 2026
We understand that travel plans can change. This policy explains how to change or cancel a booking with Vietnam Airport Assistance and how refunds work. It forms part of our Terms and Conditions.
1. Cancellation fees
| When you cancel | Refund |
|---|---|
| More than 48 hours before the service time | 100% refund |
| Between 24 and 48 hours before the service time | 50% refund |
| Less than 24 hours before the service time | No refund |
| No-show | No refund |
The service time is the scheduled arrival or departure time of your flight, as shown in your booking confirmation (Vietnam local time, GMT+7).
2. How to cancel
Please send your cancellation in writing by email or WhatsApp, including:
- your booking reference;
- the lead passenger’s name;
- the service date and flight number.
The time we receive your message is used to calculate your refund. We will confirm the cancellation in writing. If you have not received our confirmation within 12 hours, please contact us again.
3. Changing your booking instead
If your plans change, you may not need to cancel. You can change your booking free of charge up to 2 hours before the service time, for example:
- a new date or flight;
- a different number of passengers;
- a different service or airport.
Changes are subject to availability. If the new service costs more, the difference must be paid before the service. If it costs less, we will refund the difference.
4. Flight delays and cancellations
- Same-day delays: we monitor scheduled flights and adjust the meeting time at no extra charge. No action is needed from you, but please let us know if you can.
- Cancelled or rescheduled flights: please contact us as soon as possible. We will move your booking to your new flight free of charge where we can. If we cannot provide the service on the new date, you will receive a full refund.
- Events outside anyone’s control (such as severe weather, volcanic activity or airport closures): we will first offer to move your booking. If that is not possible, our standard cancellation fees in section 1 apply.
5. No-shows
A booking is treated as a no-show if:
- you do not arrive at the meeting point and our assistant cannot reach you by phone or WhatsApp within a reasonable time; or
- you cancel or change your booking less than 2 hours before the service time; or
- you cannot travel because of missing or invalid travel documents, such as a passport or visa.
No refund is given for no-shows.
6. Cancellations by us
If we need to cancel a confirmed service for a reason within our control, you will receive a full refund. We will tell you as early as possible and, where we can, help you find an alternative.
7. Promotional bookings
Bookings made with a promotional discount code are non-refundable. They can still be changed free of charge as described in section 3.
8. How refunds are paid
- Refunds are paid to the original payment method (card or PayPal).
- We process refunds within 30 days of confirming your cancellation. Your bank or PayPal may take a few extra days to show the money in your account.
- Fees charged by your bank or payment provider, such as currency conversion fees, may not be refundable.
9. Service issues
If something goes wrong during your service, please tell our assistant or contact us straight away so we can try to fix it on the spot. If you are not satisfied, send a written complaint to vietnamairportassistance@gmail.com within 30 days of the service date, with your booking reference. We will review it and, where appropriate, offer a full or partial refund.
10. Contact us
- Email: vietnamairportassistance@gmail.com
- WhatsApp: +84399161166
- Address: Office 01, 9th Floor, Pearl Plaza Building, 561A Dien Bien Phu Street, Thanh My Tay Ward, Ho Chi Minh City, Vietnam
