EagleKing Travel always strives to accompany and provide maximum support to customers in all procedures regarding flight ticket refunds, cancellations, or changes. The refund and cancellation policy below applies based on the general regulations of airlines (domestic and international) along with the specific conditions of each fare class at the time of ticket issuance.

1. General Conditions for Refunds, Cancellations & Ticket Changes

  • Method of Request Submission: Customers wishing to request ticket refunds, seat cancellations, or changes to itinerary/flight date/passenger name must submit their requests directly to EagleKing Travel via Hotline/Zalo or official Email.
  • Valid Confirmation: A refund, cancellation, or change request is considered valid only after EagleKing Travel responds with a confirmation of successful receipt.
  • Fare Class Regulations:
    • Refundable / Changeable Tickets: Permitted to be refunded or changed subject to fees specified by the Airline + EagleKing Travel processing service fee.
    • Non-refundable / Non-changeable Tickets (Super Saver / Promotional Tickets): No refunds or changes are permitted under any circumstances after the ticket has been successfully issued.

2. Types of Ticket Changes & Refunds

  • Ticket Changes (Flight date, time, itinerary, passenger name):
    • Change Fee = Airline Fixed Fee + Fare Difference (if any) + EagleKing Travel Service Fee.
    • Passenger name changes apply only to airlines that permit it and must be completed prior to the airline’s minimum required deadline.
  • Voluntary Refund (Customer-initiated cancellation):
    • Refund Fee = Airline Refund Fee + EagleKing Travel Service Fee.
    • Refunds will be disbursed after EagleKing Travel receives the refunded amount from the Airline.
  • Involuntary Refund / Airline-initiated Cancellation:
    • In cases of flight cancellations or prolonged schedule changes (delays) due to airline fault, natural disasters, epidemics, or aviation security: Customers will be assisted with free flight rebooking or a full refund in accordance with the Airline’s compensation/refund policy.

3. Processing Procedure & Refund Timeline

  • Request Deadline: Requests for refunds/cancellations must be submitted at least 3 to 24 hours prior to the departure time (depending on the airline's regulations) to avoid no-show fees.
  • Processing & Refund Disbursement Timeline:
    • Domestic Airline Tickets (Vietnam Airlines, Vietjet Air, Bamboo Airways, Sun Phudong, etc.): Refund processing takes 7 – 15 business days (subject to the airline's reconciliation timeline).
    • International Airline Tickets: Refund processing takes 15 – 45 business days in accordance with international settlement procedures of the Airline and International Air Transport Association (IATA).
  • Refund Method: Refunded funds will be transferred back to your original bank account or initial payment method.

4. Force Majeure Cases

In force majeure situations such as war, natural disasters, global pandemics, flight bans, or airspace closures mandated by governments and aviation authorities:

  • All procedures for refunds, cancellations, or ticket credit holds will strictly follow government decrees/directives effective at that time and official announcements from each Airline.
  • EagleKing Travel, acting as an authorized agent, will make every effort to safeguard customer interests (such as requesting credit retention, free date changes, or refunds via voucher/cash as permitted by airline policies).

5. Contact Information for Cancellation & Refund Support

To verify ticket conditions and request urgent cancellation or refund support, please contact:

HONG LAM GIANG INVESTMENT JOINT STOCK COMPANY (EagleKing Travel)

  • Hotline / Zalo: +84 936 389 799
  • Email: duydd@honglamgiang.com
  • Head Office: No. 88, Kim Dong Street, Thanh Vinh Ward, Nghe An Province, Vietnam