Our Service Fees

In addition to prices and fees set by travel providers, Travelner applies our service fees as described below. All Traveler fees in the Vietnam market are in Vietnam Dong (VND), charged per passenger, per ticket for flights; per room, per night for hotels; and per person for tours and other services. All fees are non-refundable and subject to change without prior notice.

The total fee will be converted into the currency you choose to pay at the current exchange rate. Banks or online payment service providers may add a payment processing fee and this cost is borne by the customer.

Please refer to our Terms and Conditions for more details.

ONLINE BOOKING SERVICE FEE

• Unless otherwise specified for each particular flight booking request, the E-ticket will be issued and sent to the customer's email address as soon as the payment is completed, and the Travelner verifies the payment successfully.
• When a Customer requests assistance with on-demand booking through Customer Service, a service fee may be higher than the service fee charged for the above online transactions. This service fee can range from 200,000 VND to 1,000,000 VND per passenger.

Change Requests

Flights

We can help you change your booked flight free of charge as long as your ticket has not been issued yet. But new airfare prices will be applied at the time of change depending on the new flight date, time, class, route, or destination.

If your ticket has been issued, the change service fee will be charged on top of the fees incurred by the applicable airline as stated and non-refundable.

Notes:

• Please refer to our Fare Rules before doing any transaction as most airline tickets are non-refundable, and no name change is allowed on the ticket. Some tickets cannot be changed.
• All charges incurred for redemption or cancellation of tickets paid for by credit card may include a credit card surcharge set by the bank or card issuer.
• Airline fees also apply where a booking is changed and when tickets or documents are re-issued. Where we incur any liability for an Airline cancellation fee for any booking which you change or cancel, you agree to indemnify us for the amount of that fee. Where you seek a refund for a canceled booking for which payment has been made to the Airline, we will not provide a refund to you until we receive the funds from that Airline.
• You cannot exchange the ticket from one airline to another.
• Some airlines will not allow the ticket to be reused if the original reservation was NOT canceled within their designated timeframe.
• Travelner does not control the fees set by the airline and has no authority to waive them.

Cancellation Request

Note:

• All Airline Refunds/Future Credits are subject to each airline's fare rules, policies, and procedures
• Most of our airline tickets are non-refundable. Only available in our Travel Suppliers' fare rules allow cancellation and refunds, and we have accepted your request for a refund, you are not a "no show" (most "no show" bookings are in-eligible for any waiver from suppliers for refund processing), and if we are able to secure waivers from suppliers to process this requested cancellation and refund.

Special services

Travelner is able to help you request additional services with the airlines to make your trip more memorable. Please find below the list of services and fees that are charged on top of the applicable airlines’ fees.

Please note

• All Services noted are an On Request Basis ONLY and are subject to each Airline's review and approval process along with their fare rules, policies, and procedures.
• Name Misspelling means a passenger's name on their airline ticket does not match their passport or other universally accepted government ID.
• Baggage - Please retain all receipts and baggage tags.
• No- Show - Documentation advising why you were unable to make your scheduled departure will be required.
• Denied Boarding - Documentation as to why you were denied boarding of your scheduled departure will be required.
• Duplicate Tickets - Copies of all tickets, reflecting the exact same itineraries booked with us will be required in order to process a refund request.

Change or Cancellation of Hotels

For change, cancel, or refund requests of hotel bookings, the collected Travelner booking service fees will not be refunded. Travelner will charge a hotel room change and cancellation service fee of up to VND 300,000 for each request and does not include the change or cancellation fee applied by hotel partners or suppliers.

Change or Cancellation of Car Rentals

For change, cancel or refund requests of car rental orders, the collected Travelner car rental service fees will not be refunded. Travelner will charge a service fee for changing and canceling a car rental order up to 200,000 VND for each request and does not include the change and cancellation fee applied by the providers for the booked service.

Change or Cancellation of Tours

For day tour services, collected Travelner booking service fees are non-refundable. Travelner will charge a service fee for changing and canceling tour orders up to 200,000 VND for each request and does not include the change and cancellation fee applied by the supplier for the booked service.

For change, cancellation, refund requests of package tours combined by air ticket, hotel, car rental services, change, and cancellation fees will be applied in combination with applicable fees on services.

Other services as requested

Travelner can provide other travel services as requested such as Travel Insurance, Visas to other countries, or VIP Support Service packages. Please read the specific Terms and Conditions for each service carefully and contact our Customer Service for further information.