Passengers check flight information at Tan Son Nhat International Terminal - Photo: QUANG DINH
Responding to Tuoi Tre Online , Vietravel affirmed that this was a situation that arose beyond its control, but it has proactively implemented many measures to ensure the rights and experiences of customers.
Airlines are constantly delayed, travel companies are passive.
According to the original schedule, the group of tourists was scheduled to depart for Australia from Ho Chi Minh City at 10:30 p.m. on July 13. However, at noon the same day, the airline announced that the flight had been postponed to 10 a.m. on July 14.
After receiving the information, Vietravel immediately notified the group and implemented handling measures. Specifically, rearranging the tour schedule appropriately, ensuring that the interests and experience of the tour are not affected.
Reorganize transportation, add shuttle service on the last day.
Give international travel sim cards to all guests in the group to support connectivity.
Additional necessary services will be added on July 13-14 to ensure the tour experience of the group.
However, the flight continued to change when on the morning of July 14, the group moved to the airport according to the new flight schedule, the airline announced the departure time would be moved to 7:00 p.m. the same day.
The company has adjusted the schedule to delay by one day and continued to deploy suitable alternative services at the destination as soon as receiving notification from the airline. The group agreed with the proposed handling options.
The same evening, the flight was delayed again until 8pm. "During this time, the Vietravel team always accompanied and supported the group, continuously and promptly updated the situation from the airline" - Vietravel informed.
Vietravel sent a document to Jetstar proposing a compensation plan.
Vietnam's leading travel agency emphasized that this was an incident arising from the airline, an unintended factor and beyond the control of the tour organizer.
In addition to fully implementing additional services at the time of the incident, Vietravel also sent an official document to the airline to request an explanation and propose a reasonable support and compensation plan for the group of guests.
"However, up to now, the airline representative has not yet given a specific response on the compensation policy. Vietravel is continuing to monitor and work to receive the earliest response from the airline," said a Vietravel representative.
According to Vietravel, with 30 years of experience in organizing package tours for Vietnamese tourists traveling abroad, the company always sets the criteria for quick handling, timely action, and ensuring maximum customer benefits in all situations that arise.
The company said it will continue to update the press after receiving official feedback from the relevant airline. Vietravel apologizes and regrets this unexpected incident, and thanks customers for their understanding and cooperation.
Previously, many Vietnamese tourists who bought package tours to Australia were upset when Jetstar flight JQ62 was delayed for a long time, disrupting their travel schedules, causing additional costs and seriously affecting the quality of their vacation.
Source: https://tuoitre.vn/vietravel-de-nghi-jetstar-boi-thuong-chuyen-bay-delay-anh-huong-tour-uc-20250716085130295.htm
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