Regulations on Compensation for Flight Delays or Cancellations
In accordance with the Vietnamese Ministry of Transport's regulations on "Non-Refundable Advance Payments for Air Transportation," compensation for flight cancellations or delays is provided based on Circular No. 14/2015/TT-BGTVT and its subsequent amendments and supplements, including Circulars No. 27/2017, 21/2020, 19/2023, and 44/VBHN-BGTVT.- Valid for flights departing from Vietnam.
- Situations Where Compensation Cannot Be Claimed.
- Weather conditions compromise flight safety.
- Security risks affecting flight safety exploitation.
- The flight cannot be operated or delayed due to the decision of the competent authorities.
- Passenger’s medical emergencies (e.g., severe illness or death after boarding).
- The aircraft is scheduled to operate a vandalized flight or a fleet of vandalized aircraft.
- Flights affected by armed conflicts, political instability, or strikes.
- In the case of aviation infrastructure, flight assurance service does not guarantee flight performance.
- Technical incident occurs during the operation of the aircraft, counting from the time the aircraft captain signs the receipt of the aircraft ready to fly until the end of the flight.
- Passengers are arranged to journey to the planned destination by another flight with an arrival time not exceeding 04 hours compared to the expected arrival time of the confirmed flight.
- Passengers will be arranged to arrive at the destination of the journey no later than 06 hours from the expected arrival time of the connecting flight in case the planned flight destination is the connecting point in the itinerary of passenger.
- Passengers are not present for aviation procedures at the airport or other locations as agreed with us.
- Passenger voluntarily waives the seat confirmation.
- Airline can prove one of the following:
- - Notified by word, messages, emails to passengers about the cancellation and delay flights lasting at least 24 hours before the scheduled departure time at the address customers have provided us in case of making a phone call, the call must be made within 07 hours to 22 hours with a frequency of 02 calls, 20 minutes apart if the first call cannot be reached.
- - Passengers do not register contact information as prescribed.
- - Unable to contact the passenger according to the registered contact information.
- Passengers are transported for free; Passengers are transported at a discounted rate applicable to airline staff, airline agent staff, partners, customers using free discount tickets.
- Other force majeure cases.
- Form of remuneration:
- Cash
- Bank transfer or other appropriate payment intermediary services, as requested by the customer
- If the consumer agrees, free tickets, reimbursement documentation to continue using the carrier’s services, or other free services.
- Compensation location:
- At the airport where the flight is canceled, or where the flight takes off or lands.
- The carrier’s branch or representative office where is designated by the carrier.
- The compensation will be made to the account specified by the passenger.
- Compensation period: No more than 14 working days from the date the flight is canceled or delayed.
- 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 5000 km or more 150 USD
