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What benefits can Vietnam Airlines passengers expect when facing unexpected situations like flight delays, cancellations, or denied boarding? Dive into the details below with Mytour to ensure you’re well-prepared for your upcoming travels.
What rights do Vietnam Airlines passengers have if their flight is delayed, canceled, or they are denied boarding?
TIMELY INFORMATION
Vietnam Airlines will notify passengers verbally, via phone, text message, or email in the following situations:
- A flight is delayed (departing later than 15 minutes as per Vietnamese law or more than 2 hours as per EC 261/2004 regulations).
- Passengers with a canceled flight.
- Passengers with confirmed bookings who are denied boarding.
EC 261/2004 applies in cases of delays, cancellations, or denied boarding for the following flights (regardless of passenger nationality):
- Flights departing from countries that are members of EC 261/2004.
- Flights departing from NON-EU countries to territories of EC 261/2004 member states (operated by an EU carrier), provided passengers have not received compensation (compensate) or support (refund, re-route, care) from the NON-EU country.
THOUGHTFUL CARE
Vietnam Airlines will provide passengers with the following services:
- Meals and beverages appropriate to the waiting time.
- Two free phone calls, telex, fax, or email services (for flights covered under EC 261/2004).
- Arranging accommodation or rest areas for passengers, along with shuttle services to and from hotels, based on waiting times and practical conditions.
Note:
- As per Vietnamese law, Vietnam Airlines may fulfill alternative obligations as agreed upon with passengers.
- For flights under the scope of EC 261/2004, Vietnam Airlines will not provide the aforementioned services if the aircraft is ready for boarding again or if providing such services would further delay the flight.
FLEXIBLE REFUND/RE-ROUTING/FLIGHT CHANGE OPTIONS
As per Vietnamese law, passengers are entitled to choose from the following alternative solutions:
- Re-routing or transferring to another flight within Vietnam Airlines' service network (in cases where the flight is delayed by 2 hours or more due to Vietnam Airlines' fault).
- Full refund of the ticket price or the unused portion as per the Conditions of Carriage (in cases where the flight is delayed by 5 hours or more due to Vietnam Airlines' fault).
Note:
- Vietnam Airlines may fulfill alternative obligations as agreed upon with passengers in the following cases:
+ Passengers whose flights have been canceled.
+ Passengers who are denied boarding.
- As per EC 261/2004 regulations, in cases of flight cancellations or denied boarding, passengers may choose one of the following three options:
+ Full refund of the ticket price or the unused portion (reimbursement). Booking the earliest available flight to the initial departure point.
+ Re-routing to the final destination at the earliest possible time.
+ Re-routing to the final destination on a later date convenient for the passenger.
- In cases where the flight is delayed by 5 hours or more, passengers may opt for option 1 as mentioned above.
RECEIVE COMPENSATION
Passengers will receive non-refundable advance compensation for flights departing from Vietnam in the following cases:
- Passengers experiencing a prolonged flight delay (departure delayed by more than 4 hours from the scheduled takeoff time).
- In the event of a flight cancellation.
- Passengers denied boarding (except in cases where denial is in accordance with Article 146 of the Vietnamese Civil Aviation Law).
The non-refundable advance compensation can be transferred via bank or other suitable payment intermediaries as requested by the passenger, or converted into vouchers based on mutual agreement between Vietnam Airlines and the passenger.
Vietnam Airlines is EXEMPT from providing non-refundable advance compensation to passengers in cases of prolonged delays or cancellations due to force majeure (as required by competent state authorities, weather conditions, security risks, armed conflicts, political instability, strikes, technical issues, etc.) and other legally defined circumstances.
As per EC 261/2004 regulations:
- Passengers are entitled to compensation in cases where Vietnam Airlines cancels a flight or denies boarding.
- Vietnam Airlines will pay compensation to passengers via cash, bank transfer, cheque, or convert it into vouchers based on a written agreement between Vietnam Airlines and the passenger.
- Vietnam Airlines is EXEMPT from compensating passengers in cases of flight cancellations due to force majeure and other legally defined circumstances:
+ Political instability
+ Unsuitable meteorological or weather conditions for flight operations
+ Security threats (terrorism, etc.)
+ Unexpected safety-related defects disclosed by the aircraft manufacturer or competent authorities.
+ Strikes
+ Flight bans or movement restrictions imposed by authorities.
+ Authorities do not impose a complete travel ban but only allow entry for individuals who are citizens or residents of that country.
+ For the purpose of protecting the health of the flight crew.
* EC 261/2004 Regulation: EU's General Flight Compensation Law.
We hope the useful information above will help you prepare well for your upcoming flights with Vietnam Airlines. If you need to book flight tickets, please contact Mytour's hotline 1900 2083 for the fastest and most efficient support.
T.Ba, 27/09/2022 15:02
