Plans changed and you cannot continue with your booked flight? Ticket refund & cancellation helps you understand when you can cancel your seat, whether your ticket is refundable, and what needs to be done before departure. The applicable conditions depend on the ticket type, usage status, request timing, and itinerary.
Refund & Cancellation Conditions
Refundable tickets
The ticket must be valid and have at least one unused flight segment for which a refund is requested. The refund amount will be determined after applying refund fees and non-refundable amounts according to the ticket conditions.
Non-refundable tickets
The fare is non-refundable. Passengers may be refunded for taxes and fees collected on behalf of authorities according to regulations. In this case, passengers must complete the procedures at a central ticket office.
Ancillary services during ticket refund
Ancillary services are non-refundable if the refund request originates from the passenger. Therefore, if your booking includes purchased baggage, seat selection, or other services, please check the status of each service individually.
What should I keep in mind for domestic flights?
Here is information passengers should check before requesting a refund:
Cancel your booking at least 03 hours before departure time
For domestic tickets with refund conditions, if the passenger cancels before this deadline, the refund will be processed after deducting the refund fee and any non-refundable amounts.
Cancel your booking within 03 hours before departure time or failing to cancel on time
The refund may be subject to deductions for both refund fees and No-show fees. Refund requests in this case must be made within 12 months from the initial ticket issuance date.
Ticket Refund & Cancellation Guide
Passengers can process ticket refunds on the Sun PhuQuoc Airways website sunphuquocairways.com or the mobile app by following these steps:
Step 1 - Open Manage Booking
Go to “Manage Booking”, enter your Booking Reference (PNR) or e-ticket number along with the passenger's last name, then select “Search”.
Manage Booking - booking summary, flight details
Step 2 - Check Fare Rules, Then Click “Cancel and Refund”
Please review the fare refund and cancellation conditions in the expanded section. You may also refer to the Notes section for important information regarding refund eligibility and conditions.
Fare rules expanded, with the “Cancel and Refund” button
Step 3 - View payment details and refund method
After applicable fees have been applied in accordance with the Fare Conditions, the system will display the final refund amount and refund method. The refund will be returned to the original payment method.
To submit your refund request:
1. Select the checkbox to confirm that you have read and agree to the Fare Conditions and the Refund, Cancellation and Change Policy.
2. Click “Confirm Refund”.
Review your cancellation - flight and passenger confirmation
NOTE:
Certain refund requests require manual processing by our Customer Service Center. In these cases, please cancel your PNR and email 19001599@sunphuquocairways.com for assistance.
For tickets purchased and refunded within 24 hours of payment, you may still proceed to cancel your booking on the website. Once the cancellation is complete, please email 19001599@sunphuquocairways.com for assistance with processing your refund.
For bookings with 02 or more passengers, you may choose to cancel and request a refund for 01, multiple, or all passengers within the same booking. Only the selected passengers will be processed.
Step 4 - Confirm refund successful
After clicking “Confirm Refund”, the system will display a confirmation page showing the status “Refund Confirmed Successfully” for all processed flight segments.
Once your refund request has been successfully processed, please check your inbox (and your Spam/Junk folder, if necessary) for the refund confirmation email.
What is the difference between voluntary and involuntary refunds?
Voluntary refund is when the passenger proactively requests a refund because they no longer have a need or cannot complete the journey. The refund is processed according to the ticket type conditions.
Involuntary refund is a case arising from the airline's side and falls under the irregular flight support policy. According to current policy, the refund may include the fare, surcharges, and collected fees, excluding booking fees and processing fees.
Frequently Asked Questions
I am no longer going, do I need to cancel the ticket?
You should proactively manage your booking if you know you cannot take the flight. Failure to arrive for check-in may lead to a No-show status and affect the refund amount according to ticket conditions.
Is a cancelled ticket refundable?
It may be, but not all ticket types are refundable. The refund depends on ticket conditions, usage status, and request timing.
Can I get a full refund of my ticket?
Not necessarily. The refund amount will be calculated according to ticket conditions after deducting applicable fees and non-refundable amounts.
How far in advance should I cancel to avoid No-show fees?
For domestic tickets with refund conditions, passengers must cancel the booking at least 03 hours before departure time to be processed under corresponding conditions.
If the 03-hour deadline has passed, can I still get a refund?
For domestic tickets with refund conditions, the request can still be processed within 12 months from the initial ticket issuance date, but both refund fees and No-show fees will apply according to regulations.
Can I get taxes and fees back for non-refundable tickets?
Possibly. Eligible taxes and fees collected on behalf of authorities may be refunded. Passengers must complete the procedures at a central ticket office.
I have purchased additional baggage or selected a seat; will I be refunded if I cancel my ticket?
Ancillary services are applied according to separate conditions. When a refund request originates from the passenger, non-refundable ancillary services will not be refunded.
If I cannot fly, should I change my flight or refund the ticket?
If you still wish to complete the journey but need to change your plans, check the flight change/date change conditions. If you no longer have a need to complete the journey, check the refund & cancellation conditions.
Where can I contact for support with ticket refunds or cancellations?
Passengers can contact the Sun PhuQuoc Airways Customer Service Center via 1900 1599, operating 24/7.
