When using Vietnam Airlines’ NEO Chatbot, you are deemed to have read and accepted the Terms of Use outlined below.

Last updated on 01st October, 2025

1. Definitions

  • "Vietnam Airlines" means Vietnam Airlines JSC.
  • "NEO" is the Chatbot application powered by artificial intelligence that allows you to interact with Vietnam Airlines via its website, mobile app, and other official support channels.
  • "Request" means the documents you provide to NEO for processing, including text, images, or other data types.
  • "Response" means the answer NEO provides based on your Request.
  • "Content" means the "Request" you provide and NEO’s "Response" based on your Request.

2. Content Usage Rights and Privacy Policy

You agree that the submission of your Request does not violate these Terms of Use, any applicable laws, or any rights or legitimate interests of any third party (including intellectual property rights).

When interacting with NEO, you may be asked to provide certain personal information. Such personal information may include: Lotusmiles member account information (profile, accumulated miles balance, miles redemption history); or booking information (reservation code, e-ticket number). You agree to allow Vietnam Airlines to access and process certain personal information for the following purposes:

  • To process and analyze Requests and Responses.
  • To monitor compliance with these Terms of Use, applicable laws, and Vietnam Airlines regulations.
  • To report violations and take preventive or corrective measures (e.g., suspending, blocking, or deleting the accounts of users engaging in violations).
  • To remove any content that is unsafe, discriminatory, unlawful, or violates Vietnam Airlines' regulations or policies.
  • To resolve customer complaints.

By submitting a "Request" to NEO in any form, you agree that Vietnam Airlines may use the "Content" on NEO to transfer, license to third parties, or publish it in any media or technology it deems appropriate, without regard to scope or duration. Vietnam Airlines commits not to transfer, license, or disclose any of your personal information contained in such “Content,” except with your prior consent or as required by applicable laws.

In addition, you authorize Vietnam Airlines to record and store all “Content” on NEO (including any shared documents) in accordance with applicable laws and Vietnam Airlines’ internal policies. These records are the property of Vietnam Airlines and may be used for dispute resolution, service quality control and enhancement, personnel training, and Chatbot training. With respect to the personal information contained in such “Content,” Vietnam Airlines will use it only for the purposes specified in Section 2 of these Terms of Use; any use for other purposes will require your prior consent or be in accordance with applicable law.

3. Accuracy and Disclaimer

NEO provides the “Response” based on the “Request” you have submitted. However, you understand that the “Responses” are generated entirely automatically, without any human intervention or prior review. As a result, these “Responses” may contain inaccurate or non-objective content, cause discomfort, or fail to accurately or fully reflect Vietnam Airlines’ views.

Vietnam Airlines does not commit or guarantee the accuracy, completeness, or legality of the “Responses”. Your use of NEO is entirely voluntary.

By using NEO, you confirm that you will not bring any claims against Vietnam Airlines in connection with any loss or damage arising from such use. Additionally, you will be responsible for your use of any information, data, content, or results from the “Responses” provided by NEO when deciding whether or not to take action.

Vietnam Airlines advises that you should not make important decisions based solely on the "Responses" provided by NEO.

To verify important information, please visit www.vietnamairlines.com or contact Vietnam Airlines via the Contact section.

4. Reports and Contacts

If you have reason to suspect or find that:

  • NEO is being used in a way that may infringe upon your or a third party’s legitimate rights or interests, or that it appears to violate these Terms of Use or any applicable laws;
  • Or if NEO repeatedly provides “Responses” that are inaccurate, misleading, unusual, hard to understand, or offensive;
  • Or if any other technical errors related to NEO occur;

You may contact and report directly to Vietnam Airlines via the email at onlinesupport@vietnamairlines.com.

5. Security

  • You are responsible for ensuring the safety and security of the device used to access NEO, as well as the confidentiality of all information provided to NEO from that device.
  • You accept that anyone with access to your device can view all content exchanged between you and Vietnam Airlines via NEO.
  • Vietnam Airlines does not require you to disclose any sensitive personal information when using NEO. Vietnam Airlines advises that you do not disclose any sensitive personal information or information that could impact you if leaked (such as bank account numbers, travel documents, or date of birth) while interacting with NEO.
  • Vietnam Airlines is not responsible if your personal information provided through NEO is exposed or leaked from your account or any devices you use.
  • Any personal information you provide during your use of NEO (if any) will be collected, processed, and protected in accordance with Vietnam Airlines’ Privacy Policy at: https://www.vietnamairlines.com/vn/en/legal/privacy-policy.

6. Changes to the Terms of Use

  • Vietnam Airlines reserves the right to update these Terms periodically or at any time to ensure they remain in compliance with applicable laws or with Vietnam Airlines’ own regulations and policies. The update date will be clearly stated at the beginning of these Terms of Use so that you can be informed.
  • By using NEO, you are deemed to have read and accepted the Terms of Use set forth below.
  • In the event that any provision of these Terms of Use is declared invalid, illegal, or unenforceable (in whole or in part), that provision shall be removed or amended without affecting the validity of the remaining provisions.

7. Applicable Law and Dispute Resolution

  • The law applicable to and governing these Terms of Use is the law of the Socialist Republic of Vietnam.
  • All feedback and complaints related to the use of NEO will be received and addressed by Vietnam Airlines in accordance with these Terms of Use and the applicable law.
  • In the event of any dispute arising, you agree to settle the dispute through negotiation and mediation with Vietnam Airlines. If disputes cannot be resolved through negotiation or mediation, they shall be submitted to and finally resolved by the competent People’s Court of the Socialist Republic of Vietnam. The Court’s decision shall be final and shall serve as the legal basis for the parties’ compliance. All court costs shall be borne by the losing party.