We care about your passenger rights and adhere to a number of regulations.
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(Pursuant to Circular No. 81/2014/TT-BGTVT and 14/2015/TT-BVTVT which has been amended and supplemented with a number of articles by Circular No. 27/2017/TT-BGTVT dated August 25, 2017, Circular No. 21/2020/TT-BGTVT dated September 28, 2010, Circular No. 19/2023/TT-BGTVT dated June 30, 2023, and Circular No. 44/2023/VBHN-BGTVT dated August 02, 2023 of the Ministry of Transport of Vietnam governing non-refundable advance compensation for air passenger transportation.)
Passengers departing from Vietnam shall receive assistance and compensation in cases of denied boarding, flight cancellation, or delays caused by the operating carrier’s fault.
The carrier is free from providing assistance or non-refundable fixed compensation under the following circumstances:
Denied Boarding
Flight Cancellation or delay
Other Cases
(a) Delay of 2 hours: Provide beverages.
(b) Delay of 3 hours or more: Provide food and beverages.
(c) Delay of 6 hours or more (from 7:00 AM to before 10:00 PM): Arrange appropriate resting accommodations based on the actual conditions of the airport.
(d) Delay of 6 hours or more (from 10:00 PM the previous day to before 7:00 AM the next day): Arrange suitable sleeping and resting accommodation based on the actual conditions of the local area or an alternative solution if agreed upon by the passenger.
(e) If the passenger’s flight is cancelled or delayed or cancellation exceeds five (5) hours or causes missed connections, the passenger is entitled to choose between a refund of your ticket or rebooking on the next available flight at no additional cost.
(a) Form of remuneration:
a. Cash
b. Bank transfer or other appropriate payment intermediary services, as requested by the customer
C. If the consumer agrees, free tickets, reimbursement documentation to continue using the carrier's services, or other free services
(b) Compensation location:
a. At the airport where the flight is cancelled or where the flight takes off or lands.
b. The carrier's branch or representative office where is designated by the carrier.
C. The compensation will be made to the account specified by the passenger.
(c) Compensation period:
Compensation payments will be made within 14 days from the date on which the passenger's request is received.
(d) Amount of compensation for trip cancellation or prolonged delay:
Inland flight duration | Compensation amount |
---|---|
Domestic | |
Under 500 km | 200,000 VND |
From 500 km to less than 1,000 km | 300,000 VND |
1,000 km or more | 400,000 VND |
International flight departing from Vietnam | |
Under 1,000 km | 25 USD |
From 1,000 km to less than 2,500 km | 50 USD |
From 2,500 km to less than 5,000 km | 80 USD |
From 5,000 km or more | 150 USD |