Compensation information

NON-REFUNDABLE ADVANCED COMPENSATION IN THE EVENT OF A FLIGHT CANCELLATION OR LONG FLIGHT DELAY. 

(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, Circular No. 21/2020/TT-BGTVT dated September 28, 2010 and Circular No. 19/2023/TT-BGTVT dated June 30, 2023 of Ministry of Transport governing non-refundable advance compensation for air passenger transportation) 

1. Valid for flights departing from Vietnam. 

2. We are free from paying non-refundable advance compensation in the event of a flight cancellation or long flight delay due to one of the following reasons: 

a. Weather conditions have an impact on safe flight operations. 

b. Security threats that jeopardize safe flight operations. 

c. The flight is canceled or delayed for an extended period of time due to a decision by the relevant state agency. 

d. Because of the passenger's medical issues (severe illness or death after boarding the plane). 

e. The aircraft scheduled to fly the flight is sabotaged, or the entire fleet is sabotaged. 

f. Flights are disrupted due to military conflicts, political instability, and strikes. 

g. Flight operations assurance services do not ensure flight performance in the case of aviation infrastructure. 

h. Technical difficulties occur during aircraft operation, from the time the aircraft commander signs to receive the aircraft ready for flight until the flight ends. 

i. Passengers are arranged to go to their planned destination on a different flight with an arrival time of no more than 04 hours later than the confirmed flight’s projected arrival time. 

j. Passengers are scheduled to arrive at the planned destination with an arrival time of no more than 04 hours later than the projected arrival time of the connecting flight if the flight’s intended destination is a connecting point in the passenger’s itinerary. passenger. 

k. Passengers are not present for check-in at the airport or other agreed-upon venues. 

l. Passenger voluntarily waives booking confirmation.   

m. We demonstrate one of the following scenarios: 

- We have notified passengers about flight cancellations or delays verbally, via text message, or via email at least 24 hours before the scheduled departure time, using the address you provided us. If calling by phone, calls must be made between 07:00 and 10:00 a.m. Calls must be made between 07:00 and 22:00, with a frequency of two calls 20 minutes apart if the first call cannot be reached. 

- Passengers fail to register their contact information in accordance with regulations. 

- Failed to contact passengers according to the passengers’ registered contact information. 

n. Passengers are transported free of charge; Passengers are transported at reduced fares, which apply to airline personnel, airline agents, partners, and consumers who use reduced rates. 

o. Other circumstances of force majeure. 

3. 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. 

4. Compensation location: 

a. At the airport where the flight is canceled, 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. 

5. Compensation period: No more than 14 working days from the date the flight is canceled or delayed. 

6. Amount of compensation for trip cancellation or prolonged delay: