Airlines are requested to clearly state the reasons for flight delays and cancellations and to pay interest if compensation is overdue.

National Assembly delegates proposed that airlines should publicly disclose the reasons for delays, postponements, and cancellations, the expected time to fix them, and clearly stipulate the time for refunding tickets. If there is a delay, they must be subject to sanctions or compensation accordingly.

Delegate Huynh Thi Phuc - Photo: GIA HAN

On the afternoon of November 12, the National Assembly discussed the draft Law on Civil Aviation of Vietnam (amended).

Without specific sanctions, passenger rights are left in limbo.

Presenting his opinion on the discussion, delegate Nguyen Tam Hung (HCMC) mentioned the issues of flight delays, cancellations, refusal of transport and compensation responsibilities.

He said the bill has stipulated the responsibility to notify and take care of passengers; arrange itineraries or refunds when the airline is at fault and pay compensation in advance when delays, cancellations, or refusals are due to the airline's fault.

But the concepts of "prolonged delay" and "advance compensation" are still qualitative, easily leading to different understandings.

From there, he added the definition of "prolonged delay" according to a specific time threshold according to flight distance; set the principle of minimum compensation in cash or equivalent documents, automatically paid within 7 days; and prohibited the deduction of any fees when refunding due to airline errors.

Regarding these contents, he proposed that the Government should specify detailed frameworks for distance groups and update them periodically.

The delegate said the bill recognizes the right to request appropriate travel arrangements or a refund when not transported due to airline errors and the right to refuse a flight and continue the journey in some cases.

However, he suggested considering adding a new clause in which passengers would be given the option of a full refund of the unused portion; switching to the airline's earliest flight or Transfer to another airline with equivalent seats without extra charge if the airline cannot arrange an alternative flight within 3 hours...

He proposed adding a separate provision on damages for delay to passengers and clarifying that the burden of proof rests with the carrier.

Do not consider "technical reasons for exploitation and operation" as force majeure; establish liability limits; "advance compensation" does not eliminate the right to claim civil compensation for the difference.

Regarding the mechanism for resolving complaints and providing quick compensation to passengers, he stated that the bill is designing a fairly adequate complaint period for luggage and goods. However, there is no specific procedure for delays, cancellations, or overselling of seats.

Therefore, he proposed adding an article in the bill stipulating the time limit for receiving and responding within 3 working days.

Maximum advance compensation payment period is 7 days; final settlement period is 30 days; late payment interest if overdue; establish a unified electronic contact point of the company to receive and track records, publicize procedures, forms...

Delegate Huynh Thi Phuc (HCMC) also proposed a bill regulating the responsibility of airlines when flights are delayed, canceled, or transported.

However, these regulations are only general, unclear about the refund period, compensation regime, and no public mechanism for people and service users to know.

"I think that without specific mechanisms and sanctions, passengers' rights will still be left in limbo as they are now," said Ms. Phuc.

Therefore, she proposed a revision in the direction that airlines need to publicly disclose the reasons for delays, postponements, and cancellations and the expected time to fix them.

"Generally, no more than twice. There were flights for National Assembly delegates to meetings in the 8th and 9th sessions that were delayed three times and more than 2 hours. That is the reality and many delegates witnessed it," the delegate added.

She believes that when passengers are informed early, they can proactively arrange their work, reducing stress and feeling passive. In cases of force majeure due to weather, the technician must accept it, without limiting the number of times and time.

At the same time, it is necessary to clearly stipulate the time limit for refunding tickets in the direction of a maximum of 7 working days, from the date of receiving a valid request. If delayed, the airline may be subject to sanctions or compensation accordingly. Currently, passengers are refunded but it often takes a long time to receive the money.

In addition, attention should be paid to the transparency of passenger service procedures. Without procedures and standards, passengers do not know their rights, and service staff do not have a consistent basis for handling situations when they arise.

She suggested that the Civil Aviation Authority of Vietnam periodically announce the performance indicators of each airline such as the on-time refund rate, the complaint settlement rate, etc.

Minister of Construction Tran Hong Minh - Photo: GIA HAN

Regulations on the responsibilities of airlines to ensure customer rights

Explaining later, Minister of Construction Tran Hong Minh said that in the first 9 months of 2025, the rate of flights taking off and landing on time was only 65%.

The reasons are due to weather, aircraft shortage, broken spare parts supply chain, limited aviation infrastructure conditions, high operating density...

Citing the example of a flight into Tan Son Nhat airport without a landing strip, having to wait 15 minutes, or even fly for an hour in the sky..., the minister said this causes environmental pollution, wastes fuel costs... and airlines are also "very impatient".

The Minister also stated that the bill has added more stringent regulations on the responsibilities of airlines when flights are delayed or canceled to ensure the rights of passengers.

He added that aviation leaders and airlines do not want flight delays or cancellations to occur. However, the law must be specific so that when airports are fully equipped, this situation will no longer occur.

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Source: https://tuoitre.vn/de-nghi-hang-bay-neu-ro-ly-do-cham-huy-chuyen-bay-va-phai-tra-lai-neu-qua-han-boi-thuong-20251112165047806.htm