Vietnam’s Ministry of Transport is proposing a draft decree to enhance passenger rights in air travel. The new rules would impose stricter obligations on airlines regarding flight delays, cancellations, and denied boarding, requiring them to provide better support and compensation, thus improving accountability and passenger protection. Feedback is being gathered before final approval.
Vietnam’s Ministry of Transport has proposed a significant expansion of passenger rights under a draft decree on air transport, introducing stricter obligations for airlines in cases of flight delays, cancellations, and denied boarding.
The ministry is currently collecting feedback on the draft from other ministries, agencies, and relevant organisations before submitting it to the government for approval.
Under the proposed rules, a delayed flight is defined as one departing more than 15 minutes later than the scheduled time published by the airline at 3:00 pm on the previous day. In such cases, airlines would be required to promptly inform passengers, issue an apology, clearly explain the reason for the delay, and update the revised estimated departure time on airport flight information displays at least every 30 minutes.
The draft decree significantly raises the level of support airlines must provide compared with current regulations. For delays of two hours or more, airlines would be required to offer meals and drinks or vouchers of equivalent value. If a delay reaches three hours, airlines must continue providing food and beverages and additionally offer passengers a full refund or a refund for the unused portion of the ticket if they do not agree to change their itinerary or transfer to another flight.
For delays exceeding four hours, airlines would be required to meet all obligations applicable to three-hour delays and, in addition, provide a non-refundable advance compensation payment to passengers holding confirmed reservations and valid tickets.
These thresholds mark a notable shift from existing regulations. Currently, airlines are only required to offer itinerary changes or transfers for delays of two hours or more, with ticket refunds mandated only after five hours. There is no compulsory requirement to provide meals or drinks for delays of two or three hours under the current framework.
Existing rules stipulate that for delays of six hours or longer, airlines must provide food and beverages, offer refunds upon request, or arrange suitable accommodation for passengers who choose not to receive a refund, depending on airport and local conditions.
The draft decree also introduces clearer obligations for flight cancellations and cases where passengers with confirmed tickets are denied boarding. Airlines would be required to promptly notify and apologise to affected passengers, clearly state the reason, and offer remedies including rebooking on a suitable alternative flight without restrictive conditions or additional charges, or a full refund or refund of the unused portion of the ticket.
If passengers decline these options, airlines may fulfil their obligations through other arrangements agreed upon with the passengers.
According to the ministry, the proposed changes aim to strengthen airline accountability and enhance passenger protection in situations involving flight disruptions. Once issued, the decree will also specify compensation levels, payment methods and timelines, and airlines’ reporting and information disclosure obligations, replacing the current regulatory framework.
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