Delayed flight due to moving to Tan Son Nhat T3 terminal, what support do passengers get?

In order to ensure passenger rights, airlines have developed support policies for passengers with flights to/from Tan Son Nhat airport during the first week of changing the operating terminal.

Free ticket exchange

Bamboo Airways said that starting from 0:00 on August 18, the airline will move all domestic flight operations from Terminal T1 to Terminal T3 - Tan Son Nhat International Airport.

“Within 7 days, from August 18 to August 25, Bamboo Airways passengers who are late for their flights departing from Terminal T3 due to lack of information, but are present at T3 within 20 minutes after the departure time printed on the ticket and are confirmed by Bamboo Airways ground staff, will be supported to change their tickets completely free of charge to the next flight on the same itinerary,” said a Bamboo Airways leader.

Bamboo Airways proactively takes measures to support passengers.

In case there are no seats available on the next flights, Bamboo Airways will still support free ticket changes and fare difference for passengers to the nearest available flight. For flights with a frequency of only one flight per day, passengers will be supported to change tickets for free to the next day's flight with the same itinerary.

At Terminal T3, Bamboo Airways flights will be checked in at counters 45 - 50 (opposite to gates D2 and D3 of Terminal T3, Tan Son Nhat International Airport) and flexibly expanded within the range of counters 43 - 52 depending on actual output and demand. The airline's last-minute ticket counter will be located right at gate D2 for passengers to conveniently access when needed.

Vietnam Airlines Group also said that from 4:00 a.m. on August 19, all domestic flights of the airline (including Vietnam Airlines, Pacific Airlines and Vasco) will be operated at Terminal T3, Tan Son Nhat Airport.

This conversion includes all domestic flights of Pacific Airlines and Vasco, along with the remaining flights of Vietnam Airlines on routes between Ho Chi Minh City and Con Dao, Rach Gia, and Ca Mau .

“Concentrating all domestic operations at a modern terminal helps Vietnam Airlines Group synchronize service processes, instead of operating in parallel at two terminals as before, while improving the passenger experience, providing a convenient, seamless and high-quality journey,” said a Vietnam Airlines leader.

From 4:00 a.m. on August 19, all domestic flights of Vietnam Airlines Group (including Vietnam Airlines, Pacific Airlines and Vasco) will be operated at Terminal T3, Tan Son Nhat Airport.

At Terminal T3, Vietnam Airlines passengers check in at counters 56 to 109. Pacific Airlines passengers are expected to check in at counters 11 to 18; Vasco passengers and Vietnam Airlines flights between Ho Chi Minh City and Con Dao, Rach Gia, and Ca Mau will check in at counters 19 to 24.

In addition, 22 automatic check-in kiosks are located at the terminal to help passengers of all three airlines be proactive and save time when checking in.

During the initial transition period, from August 19 to September 30, Vietnam Airlines Group will apply a ticket exchange support policy for cases affected by the change of terminal.

Strengthening service quality

Airlines also recommend that passengers carefully check the departure terminal information printed on their tickets, study the T3 terminal map, pay attention to signs if there are connections between terminals, and contact ground staff when assistance is needed.

Passengers are encouraged to check in online via the website, mobile app or kiosk at the airport. Passengers are advised to arrive at the airport at least 2 hours before departure to avoid delays.

Equipped with modern facilities, Terminal T3 has 90 traditional check-in counters, 20 automatic drop-off counters, 42 check-in kiosks, 27 boarding gates (including 13 jet bridges and 14 bus gates), 25 security checkpoints and separate lounge areas for VIPs and businessmen.

Airlines proactively plan operations at Tan Son Nhat T3 terminal.

According to the latest statistics of the Civil Aviation Authority of Vietnam, in the first 7 months of the year, there were 164,577 flights operated, higher than the figure of 154,276 flights in the same period in 2024.

However, the industry's average on-time flight rate decreased compared to the same period last year, reaching 62.7%.

Bamboo Airways leads in average punctuality, with 80.1% of flights on time. Pacific Airlines and VASCO recorded on-time rates of 79.2% and 79.1%, respectively.

Vietnam Airlines achieved an on-time performance rate of 70% in the first 7 months of 2025, while Vietravel Airlines achieved an on-time performance rate of 68.5%. Vietjet Air had an on-time performance rate of 51.6%.

Regarding the flight cancellation rate, in the first 7 months of 2025, the entire domestic aviation industry recorded 1,097 flight cancellations, equivalent to a rate of 0.7% - an increase of 0.3 percentage points over the same period last year.

Bamboo Airways had the fewest cancellations, with only 0.1% of flights canceled. Vietjet Air also recorded a cancellation rate lower than the industry average, with 0.6%. Vietnam Airlines, Pacific Airlines and Vietravel Airlines recorded cancellation rates of 0.8%, 0.9% and 1.2%, respectively. The airline with the most cancellations was VASCO, with 1.4% of flights canceled.

Ahead of the September 2nd holiday, the number of international and domestic visitors to Noi Bai Airport is expected to increase sharply. The peak day is estimated at nearly 110,000 passengers and 638 flights, about 20% higher than the same period in 2024. Noi Bai International Airport plans to closely coordinate with airlines, calculate and prepare optimal solutions to serve passengers during the peak period.

At Tan Son Nhat International Airport, Ho Chi Minh City, domestic airlines also have plans to operate Terminal T3 to increase capacity, serve the increased travel demand of passengers during the holiday, and at the same time reduce pressure on the existing Terminal T1.

PHAM DUY

Source: https://vtcnews.vn/tre-chuyen-do-di-chuyen-sang-nha-ga-t3-tan-son-nhat-hanh-khach-duoc-ho-tro-gi-ar960101.html