1. Cancellations by Customers
We understand that travel plans can change. Below is our cancellation policy based on the type of ticket you purchased.
Ticket Hanoi – Halong / Halong – Hanoi
| Time Before Departure | Change Passenger Info | Change Fee | Cancellation Fee |
|---|---|---|---|
| More than 3 months | Free of charge | Free of charge | 30% of fare |
| 3 months – 45 days | Free of charge | 30% of fare | 30% of fare |
| 44 – 15 days | Free of charge | 50% of fare | 50% of fare |
| 14 – 3 days | 50% of fare | 100% of fare | 100% of fare |
| Within 3 days | Unchanged | Non-refundable | Non-refundable |
Scenic Flight Ticket (Halong – Halong)
| Time Before Departure | Change Passenger Info | Change Fee | Cancellation Fee |
|---|---|---|---|
| More than 30 days | Free of charge | Free of charge | Free of charge |
| 29 – 7 days | Free of charge | 50% of fare | 50% of fare |
| 7 – 4 days | 50% of fare | 100% of fare | 100% of fare |
| 3 days – 24 hours | 100% of fare | 100% of fare | 100% of fare |
| Less than 24 hours or No-show | VND 200,000 | Not applicable | 100%, Non-refundable |
2. Cancellations Due to Weather or Operational Reasons
While we strive to ensure smooth operations, certain conditions may cause delays, cancellations, or re-routes for safety reasons.
Common Reasons for Delays or Cancellations
- Weather Conditions: High winds, fog, rain, and low visibility.
- Air Traffic Congestion
- Aircraft Maintenance or Technical Issues
- Operational Constraints
The most common cause of cancellations is adverse weather. In Northern Vietnam, weather conditions can change rapidly, impacting flight routes. Below is an estimated probability of flight cancellations due to weather:
| Month | Typical Weather | Estimated Flight Cancellation Probability |
|---|---|---|
| January | Foggy | 2% |
| February | Foggy | 3% |
| March | Foggy | 3% |
| April | Good | 1% |
| May – July | Very Good | <0.5% |
| August – October | Good, occasional rain | 1% |
| November | Good | 2% |
| December | Foggy | 2% |
Important:
Weather conditions vary significantly even within short distances. Your departure location may have clear skies, but unfavorable conditions along the flight route may cause a cancellation.
Notification of Cancellations
- We will attempt to inform passengers at least 2 hours prior to departure.
- However, last-minute weather changes may result in cancellations within 2 hours of flight time.
- Passengers will be notified via email, phone, or text. Please ensure we have your correct contact information.
3. Solutions for Delayed or Canceled Flights
If your flight is canceled, we offer two options:
1. Reschedule Flight
- Change to another flight within 3 months at no extra charge.
- No refunds for rescheduled flights.
2. Refund
- Refunds for bookings made through agents must be processed directly with the agent.
- If any part of the service has been used, it will be deducted before refund processing.
4. Alternative Transportation in Case of Cancellation
We offer alternative transport options to help you reach your destination.
Free Transfer
• Noi Bai Airport → Downtown Hanoi
If your flight is canceled and you are at Noi Bai Airport, we provide a free one-time transfer to downtown Hanoi.
Private Car Transfer (Additional Charge)
- If you wish, we can arrange a private car from Hanoi to Halong or vice versa.
- The trip takes 3 – 3.5 hours.
Private Car Transfer Fees (VND)
| Route | 4-seater car | 7-seater car | 16-seater van | Limousine (7 seats) |
|---|---|---|---|---|
| Hanoi – Tuan Chau (or vice versa) | 2.000.000 | 2.200.000 | 3.400.000 | On request |
| Noi Bai Airport – Tuan Chau (or vice versa) | 2.200.000 | 2.400.000 | 3,600,000 | On request |
Note: These prices do not apply on public holidays.
5. Cancellations of Tour Packages (Seaplane + Cruise)
If one service (seaplane or cruise) is canceled due to bad weather or operational reasons, the refund will cover only the canceled service.
If a guest chooses to cancel the entire package, the refund will still be limited to the canceled service only.