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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.

Situations Where Compensation Cannot Be Claimed

  1. Weather conditions compromising flight safety.
  2. Security risks affecting flight safety exploitation.
  3. The flight cannot be operated or delayed due to the decision of the competent authorities.
  4. Passenger’s medical emergencies (e.g., severe illness or death after boarding).
  5. The aircraft is scheduled to operate a vandalized flight or a fleet of vandalized aircraft.
  6. Flights affected by armed conflicts, political instability, or strikes.
  7. In case of aviation infrastructure, flight assurance service does not guarantee flight performance.
  8. 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.
  9. Passengers are arranged to journey to the planned destination by another flight with a arrival time not exceeding 04 hours compared to the expected arrival time of the confirmed flight.
  10. 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.
  11. Passengers are not present for aviation procedures at the airport or other locations as agreed with us.
  12. Passenger voluntarily waives the seat confirmation.
  13. 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.
  14. 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
  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.