Terms & Policies

Airport Connects Lounge Pass is a product line that provides 01 airport service visit, with flexible benefits within the scope of each product. Customers do not need to choose the location or service in advance at the time of purchase/receipt of the benefit, and can choose one of the benefits within the product's scope at the time of use.

• The product is valid for 01 visit only, for 01 adult or child, and may only be used within the benefits of each product.
• Visits cannot be exchanged for cash.
• The product expires once it has been used or its validity period ends, whichever comes first.

The three product classes — Essential Pass, Privilege Pass and Elite Pass — differ in the scope of services that can be chosen. The service categories within the scope include:

• SH Elite premium service — SH Elite Ha Noi, SH Elite Tan Son Nhat.
• Elite lounges — SH Elite Lounge Ha Noi 1 and 2, SH Elite Lounge Tan Son Nhat.
• International lounges — SH Premium Lounge Ha Noi 2 and 3, SH Premium Lounge Cam Ranh 2, The Sun Coast Lounge, Rose Lounge, Jasmine Halal Lounge, The Sens Leisure Lounge.
• Domestic lounges — SH Premium Lounge Ha Noi 1, ASG Sky Lounge, SH Premium Lounge Tan Son Nhat, Le Saigonnais Lounge, SH Premium Lounge Cam Ranh 1, Phu Quoc 1 & 2, Con Dao, Lien Khuong, Can Tho, Phu Bai, Cat Bi, Phu Cat, Vinh, Buon Ma Thuot, Pleiku, Chu Lai, Dong Hoi, Tho Xuan, Tuy Hoa, Dien Bien, Rach Gia, Ca Mau, Da Nang.
• Lounge Wellness services — Foot Care 15/30/45/60 minutes; Neck & Shoulder 15/30/45/60 minutes and the 45-minute version with oil.

The table showing which service belongs to which class is available at airportconnects.vn › Policies › Lounge Pass.

4.1. Unidentified product

• An unidentified product is a product that is not tied to any specific personal information, so anyone who holds a valid product code that is still in effect can use the service.
• Gifting or sharing the product code is decided by the owner, who is responsible for managing the product code after sharing it.
• Customers are responsible for keeping the product code secure, managing it and using it for its proper purpose. If a product code is disclosed or used by others against the owner's wishes, benefits already used will not be refunded.
• Airport Connects is not liable for any damage, loss or claim arising from the product code being disclosed, misused, or taken over by a third party, unless the cause is our fault.
• Using the product means the customer has read, understood and agreed to all of these conditions.

4.2. Identified product

• An identified product is a product tied to the information of a specific customer. Only the customer named on the product may use the service; the information on the Boarding Pass must match the information the customer registered.
• The information of customers using an identified product is recorded and managed on the Airport Connects system in accordance with personal data protection regulations and the current Privacy Policy.

4.3. Changing the product type

• Customers may change from identified to unidentified and vice versa.
• Each product may be changed once (01 time) during its validity period.
• A change can only be made while the product is still valid and has not been used.

The product is valid for 12 months from the date of issue.

• Each product may be extended once (01 time) at most.
• The extension request and payment must be made before the expiry date.
• Extension fee: VND 175,000 per product, VAT included.
• Extension period: an unused product is extended by 06 months from the original expiry date.
• Extension only applies to a product that is still valid at the time the extension request is made and has not been used.

• Customers who wish to be issued an ACP card pay a fee of VND 100,000 per card (VAT included).
• Customers who wish to be issued a Gift Pass card should contact customer care for advice.

• The product must still be valid at the time of use.
• Customers present the product code, QR Code or Gift Pass / ACP card together with a valid boarding pass.
• For an identified product, the name on the Boarding Pass must match the information the customer registered.

• If a child uses a Lounge Pass as a service user, 01 Lounge Pass corresponds to 01 visit. Any free or discounted policy for children accompanying adults follows the rules of each lounge at each point in time.
• The service usage time follows the rules of each lounge at each point in time.
• If the lounge operator adjusts the policy on children or on service usage time, the lounge's new rules will be applied accordingly.

10.1. Booking the service

• Customers are advised to book the service before their flight through the Airport Connects Customer Care Hotline.
• If the service is not booked in advance, it can only be provided subject to actual capacity.

10.2. Cancelling the service

• For groups of fewer than 05 guests: cancellation is free of charge and no visit is deducted.
• For groups of 05 guests or more: cancelling before 17:00 on the day before the usage date means no visit is deducted; cancelling after 17:00 on the day before the usage date, or cancelling on the usage date, means 01 visit is deducted for each group of 05 guests, and any remaining guests fewer than 05 are not deducted.

• Airport Connects may adjust, supplement or update the Product Policy from time to time to suit its business operations, the rules of the service providers and actual operating conditions. The current version is published on the Airport Connects website.
• Buying or using the product means the customer has read, understood and agreed to all of the content of this Product Policy.