Vietnam Consumer Proctection

Discover how to claim non-refundable compensation for flight issues in Vietnam. Stay informed about your rights.

Vietnam Consumer Protection

Non-refundable fixed compensation in air passenger transport (Pursuant to Circular No. 14/2015/TT-BGTVT, which has been amended and supplemented with a number of articles by Circular No. 27/2017/TT-BGTVT dated August 25, 2017 of Ministry of Transport governing non-refundable advance compensation for air passenger transportation) Applicable to flights departing from Vietnam 1. Compensation shall be given to passengers in the event of denied boarding, flight cancellations or long delays of flights on flights departing from Vietnam due to faults of operating carriers. 2. The career is free from paying non-refundable advance compensation:

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. At the request of a competent agency.

Flight Cancellation 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.

Long Delay of Flight 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 Carriers can prove: The carrier has provided the passenger with notice of flight cancellation or long delay of a flight in speech or by messages or emails no less than 24 hours prior to the scheduled departure time under addresses prescribed in Clause 7 Article 4 of this Circular No. 14/2015/TT-BGTVT; or the carrier has made 2 telephone calls from 7 a.m to 10 p.m if the first call is not connected, the period of time between the first call and the second call is at least 20 minutes; the passenger does not register contact information as prescribed; the carrier is unable to contact the passenger according to his/her registered information. 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.

3. Form of remuneration 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

4. Compensation period Compensation payments will be made within 14 days from the date on which the passenger's request is received.