Waiting for hours but not knowing if there is a right to claim compensation
Ms. Nguyen Thu Ha, residing in Ha Dong, Hanoi, said that she had encountered flights from Ho Chi Minh City to Hanoi being delayed for many hours. At that time, she was not even notified of flight delays. She had to directly ask airline staff to understand the flight change announcement and wait for the airline to arrange a flight.
Ms. Ha shared that she does not know if she is in the case to be requested for compensation or not.
What passengers need most is for the airline to clearly announce the reason for the flight delay, what benefits they are entitled to, and where the compensation request procedures are carried out. If only general regulations are announced, many people still do not know how to do it," Ms. Ha said.
Similarly, Mr. Pham Viet Thang (Thanh Tri, Hanoi) who regularly travels by air, believes that the time limit for resolving and the request receiving channel should be displayed immediately on the application, text message or email sent to passengers when a flight incident occurs.
The amount may not be too large compared to the ticket price, but the airline's proactive guidance will help passengers feel that their rights are respected. In fact, many people are hesitant to complain because they do not know what documents to prepare or send to which department," Mr. Thang shared.
The highest compensation level is 440,000 VND
According to Circular 48/2026/TT-BXD regulating air transport, the non-refundable advance compensation level for domestic flights is determined by the length of the flight route.
Passengers on flights with a length of less than 500 km are compensated 220,000 VND. Flights from 500 km to less than 1,000 km have a compensation level of 330,000 VND.
The highest level of 440,000 VND applies to domestic flights with a length of 1,000 km or more. Carriers can pay a higher level than the regulated level.
For international flights, the compensation level ranges from 28-165 USD, depending on the length of the flight route.
In case a flight is delayed for 4 hours or more and then canceled, the non-refundable advance compensation is only applied once.
Passengers must submit a request within 90 days
Passengers can choose to receive compensation in cash, bank transfer, electronic payment methods, bonus points, free tickets or vouchers.
In case of receiving bonus points, tickets or vouchers, the exchange value must be equivalent to a monetary compensation. The airline is not allowed to set conditions to restrict unreasonable use.
Passengers must submit a request for compensation no later than 90 days from the expected departure date of the canceled flight, the actual delayed departure date of the flight, or the flight where passengers are refused transportation.
Within 21 days of receiving the request, the airline must fulfill its compensation obligation. If refused, the airline must notify and state the reason.
If they do not receive the money or believe that the compensation level is incorrect, passengers have the right to complain. Within 7 days from the date of receiving the complaint, the airline must respond.
