Passengers get refund if flight is 5 hours late

These are notable points in Circular No. 19/2023 amending, supplementing and abolishing a number of articles of Circulars regulating air transport recently issued by the Ministry of Transport.

The new circular clearly stipulates the obligations of air carriers (airlines) to passengers in cases of flight cancellations or delays.

Accordingly, the circular clearly states that a delayed flight is a flight whose actual departure time is more than 15 minutes later than the planned time in the flight schedule.

In case the flight is delayed not due to the passenger's fault, the airline is obliged to provide and update full information to the passenger; apologize to the passenger and ensure food, accommodation, travel, as well as bear other directly related costs in accordance with the waiting time at the airport according to regulations.

For flights delayed by 2 hours or more, it is necessary to change the appropriate itinerary for the passenger or transfer to another flight. At the same time, the restrictions on itinerary change or flight change and related surcharges (if any) for the passenger are waived.

For flights delayed by 5 hours or more, if the passenger does not request a flight change but requests a refund, the airline must refund the entire ticket price or refund the unused portion of the ticket.

For long flight delays, upon passenger request, the airline must make non-refundable advance compensation to passengers who have confirmed seats and tickets on the flight according to regulations.

The Circular also states that a canceled flight is defined as the failure to operate a flight whose flight schedule for booking and ticketing has been published on the airline's system within 24 hours before the scheduled departure time.

In the event of a flight cancellation without prior notice to the passenger, the airline shall be liable in the same manner as for delayed flights. In addition, it shall be liable for other obligations.

Customers can get a refund if their flight is delayed for more than 5 hours. (Photo: Hoang Ha)

Specifically, advance compensation is non-refundable for passengers who have confirmed seats and tickets on flights according to regulations.

Within the scope of service provision, the airline must change the appropriate itinerary for the passenger or transfer to another flight. At the same time, exempt the passenger from the restrictions on itinerary change or flight change and related surcharges (if any).

If the passenger refuses to apply the above, the airline must refund the full ticket price or refund the unused portion of the ticket according to the passenger's choice.

In case the passenger refuses the above methods, the airline may perform other obligations as agreed with the passenger.

For early departure flights (flights with actual departure time 15 minutes earlier than the scheduled departure time in the base flight schedule).

In case the airline is at fault and the passenger does not receive notice of the schedule change or the customer does not agree to the change in departure time, the airline must be responsible for performing the same obligations as when the flight is canceled.

At the same time, ticket refunds for passengers are also applied in specific cases. Accordingly, the restrictions on ticket refunds and ticket refund fees (if any) are exempted.

For completely unused tickets, the refund amount will be equal to the fare paid by the passenger...

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