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.

Situations where compensation cannot be claimed

1. Weather conditions compromising flight safety.
2. Security risks affecting flight safety exploitation.
3. If the flight cannot be operated or is delayed due to the decision of the competent authorities.
4. Passenger medical emergencies (e.g. severe illness or death after boarding).
5. If the scheduled aircraft (or fleet of aircraft) is vandalised.
6. If the flight is affected by armed conflicts, political instability or strikes.
7. If the aviation infrastructure is damaged, flight assurance services cannot guarantee the smooth operation of flights.
8. If a technical incident occurs during the operation of the flight from the time the aircraft captain deems the aircraft ready to fly until the end of the flight.
9. If arrangements have been made for passengers to travel to their planned destination on another flight, with an arrival time not exceeding 4 hours after the expected arrival time of the confirmed flight.
10. In cases whereby the planned flight destination is the connecting point in the passenger’s itinerary, if arrangements have been made for passengers to arrive at their planned destination no more than 6 hours after the expected arrival time of the connecting flight.
11. If passengers are not present for aviation procedures at the airport or other locations as agreed with us.
12. If the passenger voluntarily waives the seat confirmation.
13. If the airline can prove one of the following:
    • If the passenger has been notified verbally, in writing or by email at the address provided to us by the customer about the cancellation or flight delays lasting at least 24 hours after the scheduled departure time. Phone calls must be made within 7 to 22 hours with a frequency of 2 calls, 20 minutes apart if the first call cannot be reached;
    • If passengers do not register contact information as prescribed;
    • If the passenger cannot be contacted using the provided contact details.
14. If passengers are travelling free of charge or on a discounted staff rate — applicable to airline agent personnel, partners or customers using free or discounted tickets.
15. Other force majeure cases.

The above information is an English translation. In case of any discrepancies in meaning, the original text shall be regarded as the authoritative source. Relevant links are provided below:

For further details on compensation for flight delays or cancellations, please refer to https://vanban.chinhphu.vn/?pageid=27160&docid=179966.