The reference flight schedule is defined as the schedule published by the carrier for booking and ticket sales purposes, based on the version updated by 3 p.m. Hanoi time on the day before the scheduled operation date.

For domestic flights, the reference schedule must be published on the airline's website to ensure passenger access.

A flight is considered delayed when its actual departure time is more than 15 minutes later than the departure time specified in the reference schedule. A prolonged delay is defined as a delay of four hours or more.

Under the new regulations, airlines must promptly notify passengers, apologize and explain the reasons for any delay.

Carriers are also required to update revised departure times for airport operators and passenger terminal service providers so that flight information displays can be updated at least every 30 minutes.

Support obligations increase with the length of delays

If a flight is delayed by two hours or more, the airline must provide drinking water or vouchers of equivalent value to passengers.

Within the scope of available services, carriers must also allow passengers to change departure times or travel itineraries to reach their final destination upon request when the delay is attributable to the airline. Restrictions and related surcharges for itinerary or flight changes must be waived.

For delays of three hours or more, airlines must provide meals or vouchers of equivalent value.

If a delay reaches four hours or more, airlines are additionally required to refund the full ticket price or the unused portion of the ticket and provide advance non-refundable compensation to passengers holding confirmed reservations and valid tickets.

For delays of six hours or more occurring between 7 a.m. and 10 p.m., airlines must arrange suitable accommodation or rest facilities based on airport conditions. If the delay extends between 10 p.m. and 7 a.m., carriers must provide appropriate sleeping arrangements or an alternative solution accepted by passengers.

The requirements relating to meals, beverages and accommodation apply only to passengers who hold valid tickets, have confirmed reservations and are present at the airport.

Additional protections for passengers already on board

The decree also sets out obligations for delays occurring while passengers are already on the aircraft.

In such cases, airlines must provide drinking water, maintain adequate ventilation and cabin temperature, and ensure access to restroom facilities.

Where passengers require emergency medical assistance, carriers must provide appropriate support based on actual circumstances.

If a flight is delayed for more than three hours and the departure time remains uncertain, passengers must be allowed to disembark unless doing so would affect safety or security requirements.

Options available when flights are canceled

For flight cancellations caused by the airline, the government requires carriers to provide passengers with options from which they may choose.

The first option is rerouting passengers through an appropriate alternative itinerary or transferring them to another flight that allows them to reach their final destination. Airlines must waive itinerary change restrictions and any related surcharges.

The second option is a full refund of the ticket price or reimbursement for the unused portion of the ticket.

The decree will take effect on July 1.

Tran Thuong