The Civil Aviation Authority of Vietnam has just reported to the Ministry of Transport the results of reviewing and checking airline ticket prices, focusing on the period from January 1, 2023 to May 4, 2024.
The inspection was conducted from May 7 to 9, with airlines Vietnam Airlines (VNA), VietJet Air, Bamboo Airways and Vietravel Airlines; and at the ticket agents of the airlines (2 ticket agents of VNA, Vietjet and 1 agent of each Bamboo Airways, Vietravel Airlines), focusing on the period from January 1 to May 4.
In addition, the Civil Aviation Authority also reviewed the airline's ticket sales situation, especially during the April 30 - 15 holiday; airfare policies for the peak summer season this year; Management and inspection of airline ticket sales agents (airline regulations for agents, sanctions in case agents violate the contract); The airline's complaint settlement work for passengers in airline ticket sales activities.
Ticket prices have increased, but not beyond the maximum
Through the process of working with 4 airlines and 6 airline ticket agents, the Civil Aviation Authority found that: All airlines declare prices according to the passenger transport service price frame prescribed by the Ministry of Transport.
Based on the domestic passenger transport price frame, Vietnam Airlines has 17 prices, Vietjet has 20 prices, Bamboo Airways has 12-15 prices and Vietravel Airlines has 18 prices for each flight. These prices do not exceed the maximum level according to regulations.
Airlines have fully listed ticket prices, including transportation service fees, system administration surcharges, system service surcharges, utility service surcharges, ticket booking service surcharges (if any), collection fees (passenger service and passenger and baggage security) and VAT.
When passengers access airline ticket sales websites, after selecting their itinerary and departure date, they will receive full fare information that must be paid before purchasing tickets.
Surcharges included in the ticket price such as system administration surcharge, system service surcharge of airlines range from 430,000 - 480,000 VND depending on the airline and are shown in the surcharge section (along with taxes, fees and other collection items; however, the information display is not consistent between airlines).
For tickets sold directly at the ticket office, airlines charge an additional fee of about 50,000 VND and this fee does not apply when customers buy online on the airline's official website, mobile application, or other official online airline ticket sales channels (affiliated banks, electronic agents such as Traveloka, aBay, VnPay...).
In addition, additional service surcharges (not mandatory) depending on passenger needs (seat selection, additional checked baggage purchase, meal selection, travel insurance...) are also listed and made public by airlines on their official websites. When customers choose to use the service, they will receive full information about the costs to be paid before payment.
Low and mid-priced segments account for 70%
Reporting on the results of the actual inspection of ticket prices, Deputy Director Do Hong Cam said: In the period from January 1, 2024 to April 30, 2024, compared with the same period in 2023, basic economy class ticket prices on domestic flights of airlines basically increased.
On the three main routes (including Hanoi - Ho Chi Minh City, Hanoi - Da Nang and Ho Chi Minh City - Da Nang), the average ticket prices of all airlines increased. Of which, Vietnam Airlines increased by 19.9%; 28.4% and 14.9% respectively. Vietjet increased by 17.9%; 39.9% and 27%. Bamboo Airways increased by 2.1%; 24.4% and 22.5%) and Vietravel Airlines increased by 10.2%; 17.7% and 18.6%.
Notably, while people have complained about the recent increase in airfares, the review results of the Civil Aviation Authority recorded: With 3 main routes (Hanoi - Ho Chi Minh City, Hanoi - Da Nang and Ho Chi Minh City - Da Nang), although there has been an increase in the proportion of high-priced segments, the majority of the ticket price structure sold by airlines is still in the low and medium price segments (from 60% - 70% of the number of tickets sold).
The Civil Aviation Authority concluded: All airlines comply with the airfares of Circulars 17 and 34 on domestic routes. At the same time, they comply with the regulations on listing and declaring prices as prescribed. However, in displaying information about ticket prices on the website, airlines have not shown them consistently and there are contents of fees that can easily cause misunderstandings about the way they are called/named, leading to passengers not knowing the details of the amounts payable in the total ticket price to be paid.
Information about promotional programs and ticket discount policies of airlines has not been widely communicated, leading to reduced ability of customers to access information and buy at suitable prices.
The Civil Aviation Authority has asked four airlines to review and adjust the way information is displayed, clarifying the items that customers must pay in the displayed ticket price. It is expected that the Civil Aviation Authority will work with the airlines to unify the display method, ensuring clear and complete information.
11 cases of complaints about ticket prices have been reviewed.
Along with the deployment of inspection teams at airlines and agents, the Civil Aviation Authority also announced (via the Authority's website and has been posted by many online newspapers, social networks, and media) that individuals, organizations, and customers who find themselves buying airline tickets at prices higher than the regulations should send information to the Civil Aviation Authority via email phananhgiave@caa.gov.vn.
As of May 10, 2024, the Civil Aviation Authority has received 11 complaints from passengers (via email) about buying tickets at high prices. Upon receiving the information, the Authority directed the relevant departments to review and check ticket prices based on the information provided by passengers.
The results of the inspection of 11 cases of complaints about ticket prices showed that there were no cases of tickets being sold at prices exceeding the price range prescribed in Circular 17 and Circular 34. The Civil Aviation Authority of Vietnam is currently responding and clarifying information to passengers who have complained.
In the coming time, the Civil Aviation Authority of Vietnam will continue to deploy channels to receive information and process and respond to issues related to ticket prices higher than regulations when receiving feedback from passengers.
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