Consumer Rights and Regulations

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

• Health problems causing damage to passengers, other passengers, or the flight.
• Prevent epidemic diseases.
• Passenger fails to conform to regulations on aviation safety, aviation security, aviation transport, or penalties for administrative violations against civil aviation.
• Passenger violates public order, endangers flight safety or creates negative effects on lives, health and assets of other people.
• Passenger under the influence of alcohol or other drugs loses control of his/her behaviors.
• Security reasons notified by a competent agency.

Flight Cancellation or delay

• Weather condition causes negative effects on flight safety.
• Security risks cause negative effects on flight safety.
• Decision of a competent agency.
• Health problems of passengers (they suffer serious illnesses or die after boarding).
• Scheduled airplanes are sabotaged or fleets of airplanes are sabotaged.
• Armed conflicts, political instability or strikes.
• Aviation infrastructure or flight operational assurance fails to ensure the flight operation.
• Technical problems occur during the operation of the airplane, from the time the captain signs the record on receipt of aircraft ready for flight operation until the end of the flight.
• Other cases of force majeure.

Other Cases

• Carrier can prove that passengers have been informed of the cancellation no later than 24 hours prior to the scheduled time of departure, or that passengers have not registered their contact address; or failure to contact with their registered address.
• Passenger travelling on a free ticket or discounted ticket applied to Industry Discount Ticket or Agent Discount.
• Passenger has not arrived for check-in at the airport or another place agreed with the carrier.
• Passenger who voluntarily cancelled the confirmed reservation.

(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: