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Terms & Policies

Effective from March 2025 · updated September 2026

Cancellation, refund and adjustment policy for vouchers

Airport Connects is committed to transparent service that puts customers at the center. The conditions below apply to vouchers and combos distributed by Airport Connects.

Action	Condition	Fee	Times	Note
Cancel & refund	More than 24 hours before the lounge entry time	Free	1	Refunded to the original payment method within 5-7 working days
Cancel & refund	Within 24 hours before the usage time	30%	1	70% of the voucher value is refunded
Cancel & refund	After departure time or after the expiry date	No refund	-	You may request an extension instead of cancelling
Change date	More than 24 hours before, Saver package	Free	1	From the 2nd time, 10% of the value is charged
Change date	Flex package - 1 month	Free	Unlimited	Within 30 days of the purchase date
Change name	Identified voucher/combo, before the usage date	Free	1	Switching between identified <> unidentified also counts as 1 time
Extend	Combo with remaining visits, before the expiry date	VND 175,000	1	Adds 06 months
Change scope	Switch to another lounge of the same class	Free	Unlimited	The price difference is charged if switching to a higher class

Force majeure cases

Flight cancelled: 100% refund or free transfer to another date
Flight time or terminal changed: switch the voucher to a lounge at the right terminal, free of charge
Lounge closed unexpectedly: 100% refund or an alternative lounge is arranged

How to submit a request

In the app or on the website, under My vouchers
24/7 hotline (+84) 966 028 802
Email cskh.aipcon@airport-connects.vn
Airport Connects Zalo OA

Need more information?

Our Airport Connects 24/7 Customer Support team is always here to handle and assist with your requests.

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Contact Airport Connects

24/7 Support Hotline: (+84) 966 028 802 cskh.aipcon@airport-connects.vn