Policy for protecting the rights of vulnerable customers.

Effective from October 10, 2023

1. OBJECTIVE

Vietjet is committed to building a safe, friendly, non-discriminatory aviation service environment and always placing the interests of vulnerable customers at the center of all service activities. This policy aims to:

• Identify vulnerable customer groups.
• Ensure full and equal access to information and services.
• Enhance special support in procedures, care, and feedback.
• Prevent and promptly handle risks that may negatively affect them.

2. DEFINITION

Refers to passengers who may face limitations in accessing information, mobility, communication, health, or are at higher risk when using aviation services. Including:

• Elderly persons as defined by the law on the elderly;
• Persons with disabilities as defined by the law on persons with disabilities;
• Children as defined by the law on children;
• Ethnic minorities; people living in ethnic minority, mountainous, island, socio-economically disadvantaged or extremely disadvantaged areas as defined by law;
• Pregnant women or those raising children under 36 months;
• People with serious illnesses as defined by law;
• Members of poor households as defined by law

3. PRINCIPLES OF PROTECTING RIGHTS

a) Non-discrimination: all customers are served with respect, equality, and humanity.

b) Support tailored to individual needs: based on the characteristics of each customer group, Vietjet provides corresponding support measures

c) Proactive communication and clear guidance: Provide transparent, easy-to-understand information through multiple channels: in-person, online, visual illustrations, multilingual.

d) Confidentiality & respect for privacy: Personal information and health conditions of customers are kept confidential in accordance with legal regulations.

4. BENEFITS FOR CUSTOMERS

5. SUPPORT AND FEEDBACK PROCESS

a. Receiving information from customers needing support

• Booking: customers contact hotline 19001886 or ticket offices
• At the airport: customers can inform directly at check-in counters or through ground staff

b. Complaint handling: all service feedback can be sent to

• Email: 19001886@vietjetair.com
• Hotline: 19001886
• Vietjet application or website: www.vietjetair.com
• Processing time
  • Initial response within 24 hours
  • Processing time depends on the severity of the issue

6. TRAINING AND INTERNAL MONITORING

a. Staff under Ground Services, Cabin Crew, and Customer Service Center are periodically trained on

• Identifying vulnerable customers
• Humane communication and appropriate behavior skills
• Feedback handling procedures

b. At the same time, Vietjet develops a service quality monitoring system integrated into a dedicated evaluation program for special customer groups to improve quality.

7. RESPONSIBILITIES OF DEPARTMENTS

a. Customer Service Department: ensure consistent implementation of the policy across the system, coordinate with relevant departments to organize monitoring and service quality evaluation

b. Airports, cabin crew: implement to staff to follow operational procedures, ensure compliance and consistency

c. Product Policy & Ancillary Revenue Department: develop additional services for vulnerable customers

8. UPDATE AND EFFECTIVENESS

This policy is effective from the issuance date and will be periodically reviewed and adjusted to align with legal changes, customer behavior, and the commitment to improving service experience.