Pursuant to the MoT’s Circular No. 27/2017/TT-BGTVT dated August 25, 2017 amending and supplementing a number of articles of Circular No. 36/2014/TT-BGTVT dated August 29, 2014 (regulations on the quality of passenger services at airports) and Circular No. 14/2015/TT-BGTVT dated April 27, 2015 (regulations on non-refundable advance in air transportation), the airlines must inform passengers when the flights will be delayed for 15 minutes or more.
The MoT regulates different compensation levels for domestic and international flights based on the distance of the flight. Accordingly, the compensation rate for cancellation, delay on domestic flights is VND200,000 (roughly US$8.82) per passenger on routes less than 1,000 km, and VND400,000 (equivalent to US$17.64) for routes from 1,000 km and over.
For international flights, the compensation rate is US$25 per passenger on a flight less than 1,000 km and US$150 on a flight over 5,000 km. The compensation can be made in cash or via transfer to the passenger’s banking account.
At the same time, the airlines must serve food for passengers depending on the duration of delayed and canceled flights. Specifically, the airlines must provide passengers drinks for a flight delayed for two hours, food for three hours, and accommodation for a delay of six hours or more on the day (for flights from 7 am to 10 pm), in accordance with the actual conditions of the airport.
In case of a delay of more than six hours at night (from 10 pm to 7 am), the airline shall arrange sleeping and resting places, in accordance with local conditions or a flexible method, if agreed by the passenger. At the same time, the airline is responsible for converting passengers’ journeys within the scope of their service to help passengers arrive at their destinations as quickly and conveniently as possible.