Flight delay from 3 hours must refund tickets: People expect less disadvantages when flying
Having repeatedly fallen into tired waiting because of prolonged flight delays, many passengers believe that it is necessary to clearly stipulate the responsibility of airlines, especially the obligation to refund tickets when flights are delayed by 3 hours or more, to protect people's rights.
Mr. Le Van Thang (Tay Mo ward, Hanoi) shared that he has had to wait for flights delayed for many hours many times, but only received general notifications, lacking specific support.
If the airline's responsibilities are clearly defined, passengers will be more assured and less disadvantaged when flight delays occur," Mr. Thang said.
Sharing the same view, Ms. Huyen Thu Mai (Hanoi) said that she had been delayed on night flights, very tired but not arranged accommodation. "If there are clear regulations on food service, accommodation arrangement and ticket refund when flights are delayed for a long time, passengers will be better protected," Ms. Mai expressed.
Ministry of Construction proposes to increase airline obligations when flights are delayed
From the reality reflected by passengers, the Ministry of Construction is seeking opinions from agencies, units, organizations and readers until February 19 on the Draft Decree on air transport, which proposes many new regulations to tighten the responsibility of transporters when flights are delayed.
According to the draft, when a flight is expected to be delayed, the airline must promptly notify, apologize to passengers, clearly state the reasons for the flight delay and update the new departure time at least every 30 minutes on the airport's information system.
For flights delayed by 2 hours or more, the carrier must serve meals, drinks or vouchers of equivalent value, and also support changing routes, changing departure times or switching to another flight if passengers have needs, without collecting related surcharges.
Notably, for flights delayed by 3 hours or more, the airline must refund the entire ticket price or the unused part of the ticket in case passengers do not agree with the flight change plan.
The draft also clarifies the responsibility of airlines when flights are delayed for a long time. Accordingly, if the delay time is 6 hours or more, the airline must arrange accommodation suitable to the actual conditions of the airport; in case of late night delays (from 10 pm the previous day to before 7 am the next day), accommodation or alternative solutions must be arranged if passengers agree.
Meanwhile, airlines believe that the regulations in Circular 36/2015/TT-BGTVT should be maintained, accordingly, delays from 2 hours for drinking services, from 3 hours for eating services and from 5 hours or more for ticket refunds. Airlines are concerned that raising obligations according to the draft will affect revenue in the context that air transport still faces many difficulties.
Regarding this issue, the Civil Aviation Authority of Vietnam proposed a neutralizing plan, in the direction of: Flight delays of 2 hours or more serving food, drinks or vouchers; delays of 3 hours or more refunding tickets if passengers do not accept the flight change plan. The goal is to force airlines to improve the quality of flight schedule development, arrange fleets, thereby limiting flight delays and better protecting passenger rights.
