Terms & Policies

The Airport Connects Pass (ACP) card program is designed to deliver a premium, convenient and personalized service experience for customers who frequently use business lounge services at domestic and international airports.

The ACP card serves as a tool to identify the customer and store service benefits, manage the list of purchased combos/vouchers, helping customers easily enjoy the privileges of airport lounge services and other non-aviation services.

2.1. Card classes — Sky Access · Sky Plus · Sky Stellar · Sky Infinity.

2.2. Ranking conditions

2.3. Benefits & offers of each card class

Sky Access

• Priority to receive promotions and event information from AIPCON.
• Use business lounge services according to the vouchers/combos already in the card.
• Manage vouchers/combos and validity periods online through the app/website.

Sky Plus

• All benefits of Sky Access.
• 1 free visit to a domestic SH Premium Lounge when upgrading the card.
• 5% off subsequent orders.
• Receive a special e-voucher worth VND 200,000 on your birthday.

Sky Stellar

• All benefits of Sky Access.
• 2 free visits to a domestic SH Premium Lounge when upgrading the card.
• 7% off subsequent orders.
• Priority seating arrangement when the lounge is busy at peak hours.
• Receive a special e-voucher worth VND 300,000 on your birthday.

Sky Infinity

• All benefits of Sky Access.
• 3 free visits to a domestic SH Premium Lounge when upgrading the card.
• 10% off subsequent orders.
• Priority to reserve a favorite seat at lounges in the SH Airport Lounge system.
• Priority seating arrangement when the lounge is busy at peak hours.
• Receive a special e-voucher worth VND 500,000 on your birthday.
• Join private events or experiences organized by AIPCON (private tour, networking…).

2.4. Ranking criteria

Basis for ranking

• Based on the total valid spending when buying vouchers or combos for business lounge services through the Airport Connects website or app.
• Valid spending means transactions that have been paid successfully (cancelled or refunded transactions are not counted).
• Each spending transaction is valid for 12 months from the month the successful transaction occurred to be counted in total spending. After this period, the value of that transaction is no longer counted in the total spending used for ranking.

Mechanism for maintaining and changing card class

• Transactions occurring in the same month are grouped into one spending group (by month).
• Ranking and warnings are based on spending groups, not on individual transactions.
• Spending values are accumulated continuously to determine upgrades.
• The system upgrades the class immediately once the accumulated total spending (by spending group) reaches the threshold of a higher class.
• When a spending group expires (12 months after the month it occurred), the entire value of that group is deducted from the total spending.

Downgrade process & grace period

• When a spending group expires, the system deducts that value from the total spending.
• If the new total spending is below the threshold of the current class, the customer receives a warning 30 days before the spending group expires, and a 30-day grace period is activated to top up spending.
• If during the grace period the customer tops up enough for the total spending to be greater than or equal to the current class threshold, the customer keeps the class. If not, the class is automatically downgraded as soon as the grace period ends.

Illustrative example. In October 2025 a customer spends VND 10,000,000 (the October 2025 spending group), reaching Sky Access. In December 2025 the accumulated total spending reaches VND 50,000,000, and the customer is upgraded to Sky Plus (after the transactions pass the refund period). In October 2026 the October 2025 spending group expires and VND 10,000,000 is deducted from the total spending; if the total spending of the last 12 months is then below VND 50,000,000, the customer receives a warning from September 2026, with the grace period lasting until the end of October 2026. If enough is topped up, Sky Plus is kept; otherwise the class is downgraded to Sky Access from 01/11/2026.

Adjusting the class when transactions change

• If a transaction is refunded, cancelled or found to be fraudulent so that the actual total spending no longer meets the class condition, the system will adjust the member's class to the appropriate level.
• If the adjustment happens after benefits of the higher class have been used, the member may be required to return the benefits that were used improperly.

2.5. Notifications and transparency of information

Customers can track their personal account information when logging in to the Airport Connects website/app:

• Total spending of the last 12 months (by spending group).
• The threshold to be reached to be upgraded or to keep the class.
• The expiry date of each spending group.

The system automatically sends notifications when an upgrade succeeds, when a downgrade happens, and when a grace period is activated.

3.1. Integrating order information

• Every voucher/combo purchased through the Airport Connects system is loaded directly into the customer's ACP card account.
• All visits are managed in one place, so customers do not need to keep and present each voucher separately.
• The system records the remaining visits, usage history and validity period of each service voucher/combo in detail.
• Information is updated in real time and synchronized across all platforms (app, website, lounge system).

3.2. Activation & use

• To use a purchased service, customers only need to present their ACP card (physical or electronic) to the receptionist at the business lounge.
• Lounge staff scan the card code, select the suitable voucher/combo and enter the number of visits so that the system automatically deducts the visits from the purchased list. If a customer has several types of vouchers/combos that are still valid, lounge staff must confirm with the customer which type of voucher/combo they want to use before check-in, to protect the customer's rights.

3.3. Forms & platforms of use

• Physical card: can be carried and presented directly at the lounge. Physical card issuance fee VND 100,000 (VAT included); physical card issuance is free from 01/11/2025 to 31/01/2026.
• Electronic card: accessed through the Airport Connects app or website.
• Customers can use both forms in parallel; data on card class and the order list is fully synchronized.

4.1. Transfer and shared use

• All vouchers/combos and benefits integrated in the ACP card are tied to the cardholder's account.
• The cardholder may let others use the vouchers/combos in the card provided the vouchers/combos are unidentified.
• For identified vouchers/combos, the cardholder may invite accompanying guests to use the service, with no limit on the number of times or the number of people invited, as long as the total visits remain within the valid visits on the card. Conditions: the cardholder must be present at the time of use, and lounge staff will scan the cardholder's card/electronic code to deduct the accompanying visits directly from the corresponding voucher/combo on the system.
• The cardholder is responsible for all transactions arising from the card or usage history created from their account.
• Gifting or sharing voucher/combo codes is understood to be done voluntarily by the cardholder, who is fully responsible for it.

4.2. Refunding, cancelling and reserving visits

• Refunding, cancelling or reserving visits follows the specific rules of each product, service or product package the customer has purchased, and is clearly communicated at the time of purchase.
• A voucher/combo that has been activated or partly used may not be refunded, cancelled or converted into cash, except where the error is determined to come from Airport Connects or the service-providing partner.
• When it expires, unused visits automatically lapse and are not carried over to the next period, unless the product has its own extension policy.
• Converting a voucher/combo to another service or upgrading the card class does not mean all remaining visits are kept, unless specifically agreed between the two parties.
• If a customer buys several different vouchers/combos, each voucher/combo follows the separate refund/cancellation/reservation policy of that package; these packages are not combined for validity period or usage conditions.

4.3. Conditions for “valid spending”

Valid spending is the value of transactions recorded by the Airport Connects system and counted into the total spending for upgrading, keeping a class or receiving offers. A transaction is considered valid when it fully meets the following criteria:

• Form of purchase — made through Airport Connects' official channels (website, app, call center, authorized agents/points of sale, or announced partner-linked channels), paid by a valid payment method.
• Applicable products/services — vouchers/combos for business lounge services or other accompanying products/services distributed by Airport Connects. Excludes 100% free promotions, giveaways, or products/services not on the list counted for ranking.
• Transaction status — paid successfully and not cancelled, returned or fully refunded. If partially refunded, the valid spending value is recorded at the actual value the customer retains.
• Time of recording — the date the successful payment is confirmed by the system, regardless of the date the service is used. Each valid transaction is effective for 12 months from the recording date.

Not counted as valid spending: spending using gift vouchers, free vouchers or other offers that do not involve payment by the customer; transactions paid with reward points or credits that cannot be converted into cash value; transactions suspected of fraud or of violating the program's terms of use.

5.1. Scope of application

• The terms in this document apply to the entire Airport Connects Pass card program operated by Airport Connects, including all card classes, benefits, offers and related services.
• If the specific terms of a product/service package conflict with the general terms, the specific terms of that product/service package take priority.

5.2. Right to change conditions and terms

• Airport Connects has the right to adjust, supplement or change the conditions, terms, benefits and operating mechanism of the ACP program to suit its business strategy, operating conditions or legal requirements.
• Any change will be announced on the official channels and takes effect from the time of announcement unless the notice states otherwise, and applies to all customers including vouchers/combos already purchased but not yet used.
• If a change significantly and adversely affects the customer's current benefits, Airport Connects will give at least 15 days' notice and apply an appropriate support or compensation plan (if any).
• Continuing to use the service after the change takes effect means the customer accepts the new terms.

5.3. Force majeure

Airport Connects is not liable for interruption, delay or change of the customer's benefits due to causes beyond reasonable control: natural disasters, epidemics, fire, storms and floods, earthquakes; war, riots, strikes, terrorist acts; serious technical incidents, loss of system connectivity, or issues related to the infrastructure of the service-providing partner. In a force majeure event, Airport Connects will make every effort to notify as early as possible and offer an appropriate support or compensation plan depending on the situation.

5.4. Limitation of liability

• Airport Connects is only liable within the value of the services purchased through the official system and is not liable for costs arising outside the scope of the contract/service.
• Airport Connects is not liable for damage or disputes arising from the customer sharing or disclosing login information, card codes, authentication codes or account information to a third party.

5.5. Security & authentication

• Airport Connects commits to keeping the cardholder's personal and transaction information confidential in accordance with current law and the company's privacy policy.
• Information about the ACP card — card number, authentication code, number of visits used, transaction history — is only provided and displayed to the cardholder through official channels.
• Every transaction using the card must be authenticated by one of these methods: presenting the physical card/electronic card on the app, or an OTP/QR code provided by the Airport Connects system.
• When the cardholder successfully presents the card/service code at the point of use, this confirms the transaction and consents to the corresponding visit deduction, which may not be cancelled or refunded once the transaction is recorded on the system.
• If card information is suspected of being abused or accessed without authorization, customers must contact Airport Connects immediately through the official support channels to have the card temporarily locked and handled according to procedure.

5.6. Rights and obligations of customers

Customer rights

• To use the benefits, offers and services corresponding to the registered card class or product package, within the scope and validity period that remain in effect.
• To be given complete and transparent information on conditions, benefits, offers, usage rules, validity periods and policy changes (if any).
• To be supported through official customer care channels when questions or complaints arise.
• To have personal information, transaction information and usage data kept confidential.
• To request look-up and reconciliation of information about orders, expiry dates, usage history and transactions related to their account.

Customer obligations

• To provide accurate and complete registration information and update it promptly when it changes.
• To pay in full and on time the fees under the rules of the registered product/service.
• To comply with the usage conditions, authentication procedures and rules of Airport Connects and the service-providing partners.
• To keep the physical card, electronic card information, identification codes, passwords and other authentication information secure.
• To be responsible for all transactions and visits arising from their account.
• Not to use the service for unlawful or fraudulent purposes, or in ways that affect the rights of Airport Connects, its partners and other customers.

5.7. Support & look-up channels

Cardholders can look up ACP card information through the Airport Connects app, the official website airportconnects.vn, the customer care hotline 24/7 (+84) 966 028 802, the email cskh.aipcon@airport-connects.vn, or the service counters at the business lounges where Airport Connects provides services. When contacting, customers must provide authentication information (full name, card number, registered phone number, or OTP).

5.8. Dispute resolution

• Both parties commit to resolving every dispute in a spirit of cooperation, goodwill and respect for the lawful rights of both parties.
• Customers submit complaints through the official support channels, providing their full name, card/account number, the content of the complaint and related evidence. The initial response time is at most 05 working days from receipt of a valid complaint.
• Airport Connects proposes a resolution within 15 working days (complex cases may take longer but the reason and the expected time will be notified).
• If no agreement is reached, the dispute is resolved through mediation or a final negotiation; if there is still no result, either party has the right to bring the matter to a competent Court or commercial Arbitration in Vietnam. The decision of the dispute-resolving body is final and binding on both parties.
• Each party bears its own costs arising from the dispute resolution process, unless otherwise agreed.
• These terms are governed by and construed in accordance with the laws of Vietnam.