Passenger Protection Regulations for Flights Departing from Thailand

NOTICE ON PASSENGER PROTECTION REGULATIONS FOR FLIGHTS DEPARTING FROM VIETNAM

I. Services Provided at the Airport

(Based on Circular No. 27/2017/TT-BGTVT and Circular No. 21/2020/TT-BGTVT of the Ministry of Transport of Vietnam)

• Delay of 2 hours to less than 3 hours: Provision of beverages
• Delay of 3 hours to less than 6 hours: Provision of meals and beverages
• Delay of 6 hours or more: Provision of accommodation depending on local airport conditions

II. Passenger Compensation:

(Based on Circular No. 14/2015/TT-BGTVT and 27/2017/TT-BGTVT of the Ministry of Transport of Vietnam)

1. Compensation

For flights departing from Vietnam, in the event of denied boarding, flight cancellation, or an extended delay exceeding 4 hours due to the airline's (operating carrier) fault, passengers are entitled to compensation in accordance with the Civil Aviation Law of Vietnam.

2. Exemption from Compensation

The airline shall be exempted from the obligation to pay compensation in the following cases:

Denied Boarding

• The passenger's health condition poses a risk to themselves, other passengers, or the safety of the flight operation.
• Measures implemented for the prevention of infectious diseases.
• Failure to comply with aviation safety, security, and transport regulations.
• Acts of disrupting public order or endangering flight safety.
• The passenger is under the influence of alcohol or drugs and is unable to control their behavior.
• Upon the security requirements or directives of competent authorities.
• Upon the formal request of competent authorities.

Flight Cancellation / Long Flight Delay

• Adverse weather conditions affecting the safety of flight operations.
• Security risks.
• Decisions or directives issued by competent authorities.
• Serious illness or death of a passenger occurring after boarding the aircraft.
• Armed conflicts, political instability, or strikes.
• Failures or disruptions in airport infrastructure or air navigation services.
• Technical technical issues arising during aircraft operation.
• The passenger is provided with an alternative flight and arrives at the scheduled destination within 4 to 6 hours compared to the original scheduled arrival time.
• Other force majeure events.

Other Cases

The airline is exempted from compensation if it can prove that:

• Advance notification was provided verbally, via SMS, or via email at least 24 hours prior to the scheduled departure time.
• At least 2 phone calls were attempted between 07:00 and 22:00, with a minimum interval of 20 minutes between calls.

Furthermore, the following passengers are excluded from compensation coverage:

• Passengers traveling on complimentary tickets or industry/travel agency discounted tickets.
• No-show passengers.
• Passengers who voluntarily canceled their reservations.

3. Method of Compensation

Compensation may be provided through the following methods:

• Cash payment directly at the airport.
• Bank transfer or other appropriate payment methods at the passenger's request.
• Provision of complimentary tickets, vouchers/credits, or equivalent services, subject to the passenger's consent.

4. Compensation Period

In the case of bank transfers or payment through intermediary payment services, the compensation process shall be completed within 14 working days from the date of receiving the passenger's valid request.

International flights departing from Vietnam