Terms & Policies

• Meet & Assist is an airport assistance service designed to support passengers with airport procedures, including guidance, check-in assistance, and access to priority counters or lanes, subject to the benefits and conditions of each service package.
• The service is available at four airports: Noi Bai International Airport (HAN), Tan Son Nhat International Airport (SGN), Da Nang International Airport (DAD), and Phu Quoc International Airport (PQC).
• Each service booking covers one passenger, one-way service, and one confirmed flight, except as otherwise provided under the Child Policy.

2.1. International Arrival Service

2.2. Departure Meet & Assist Service

✓: Included; —: Not Include.

The service does not include visa fees, airport lounge admission fees, excess baggage charges, transportation fares, or transportation services outside the terminal. It also excludes visa-on-arrival assistance and the conversion of e-visas into physical visa documents.

The service does not exempt passengers from travel documentation requirements, security screening procedures, or decisions made by airlines and relevant authorities. No fixed processing or clearance time is guaranteed.

• Customers are advised to book at least 6 hours before the scheduled service time. Bookings made within 6 hours are subject to availability and an additional surcharge.
• Customers must provide complete and accurate passenger details, flight information, contact numbers, and all required travel documents.
• A booking is valid only upon confirmation by AIPCON. If the service cannot be arranged after payment has been received, a full refund will be issued.
• Arrival Service: Service arrangements follow the actual landing time of the confirmed flight.
• Departure Service: Passengers must arrive at the designated meeting point at the confirmed time. The recommended arrival time is at least 90 minutes before departure for domestic flights and 150 minutes for international flights, subject to the airline's check-in deadlines.

Note: For the International Arrival – Premium service at Tan Son Nhat International Airport (SGN), children aged 2 to under 6 are charged the full adult rate. Age is determined as of the service date. All accompanying children, including those eligible for complimentary service, must be declared at the time of booking.

5.1. Surcharges

Unit: VND per passenger per service. All surcharges are inclusive of VAT.

Both surcharges are cumulative when applicable.

All surcharges are inclusive of VAT. Children under 2 years old are exempt from surcharges.

5.2. Group Discounts

Group discounts apply to paying passengers under the same booking, using the same service at the same airport and scheduled service time. Discounts do not apply to surcharges or additional fees.

6.1. Booking Changes.

• Adjustments of up to ±60 minutes on the same day or changes to contact information are free of charge, subject to AIPCON's confirmation.
• Upgrades to a higher-priced service require payment of the fare difference. No refund of the price difference will be provided when changing to a lower-priced service.
• All changes are subject to service availability and become effective only upon confirmation by AIPCON.

6.2. Cancellations

Previously incurred surcharges and change fees are non-refundable, except as otherwise specified in Sections 7 and 8.

6.3. No-Show Policy

A passenger will be considered a no-show if they fail to arrive at the designated meeting point and cannot be contacted within the applicable waiting period:

• Domestic Departure: 45 minutes from the confirmed meeting time.
• International Departure: 60 minutes from the confirmed meeting time.
• International Arrival: An additional search period of up to 20 minutes in the immigration and visa issuance areas after all passengers and crew have entered the terminal.

No refunds will be provided in the event of a no-show.

• Flight Schedule Changes: Arrival services will be adjusted according to the actual landing time on the same day. Departure meeting times may be adjusted free of charge, subject to service availability.
• Changes to Flight Date, Route, or Airport: AIPCON will review service availability and inform customers of any fare differences or applicable surcharges. If the service cannot be arranged, a full refund will be issued.
• Flight Cancellations by Airlines: Customers may request to transfer the service to an alternative flight, subject to availability, or receive a full refund of the amount paid, including any surcharges and change fees already collected.

Customers must promptly notify AIPCON and provide supporting documentation issued by the airline regarding flight changes or cancellations. Voluntary flight changes initiated by customers are subject to the booking change and cancellation policy in Section 6.

• Due to AIPCON or the Service Provider: If a confirmed service cannot be delivered or any committed service benefits are not provided, AIPCON will verify the circumstances and issue a full or partial refund corresponding to the unfulfilled services.
• Due to the Passenger: No refunds will be issued if the passenger arrives late, fails to provide valid travel documents, does not meet flight eligibility requirements, violates airport regulations, fails to follow confirmed service instructions, or refuses the service. If a passenger voluntarily interrupts the service for more than 20 minutes, resulting in an inability to continue, the unused portion of the service will not be refunded.
• Due to Airport Operational Conditions or Government Authorities: AIPCON will assist in arranging an alternative solution. If the service cannot be provided, refunds will be considered based on the portion of the service not delivered.

Policy Applicability: The policy in effect at the time of booking confirmation shall apply. Subsequent policy updates shall not reduce the service benefits already confirmed for customers.