HCMC – Airlines would be required to refund tickets if their flights are delayed by three hours or longer under a draft Government decree released for public feedback by the Ministry of Construction.
The proposal would cut the current refund threshold from five hours to three. It is part of a draft guiding the 2025 Civil Aviation Law recently passed by the National Assembly.
Under the draft, a flight is classified as delayed if its actual departure time is at least 15 minutes later than scheduled.
Airlines must notify passengers, apologize, explain the reason for the delay, and update departure times on airport information systems at least every 30 minutes.
For delays of two hours or more, carriers must provide food, drinks, or service vouchers of equivalent value. Passengers must also be allowed to change flights without additional fees or conditions.
If a delay reaches three hours and passengers refuse alternative arrangements, airlines must refund the full ticket price or the unused portion.
Delays of four hours or more would trigger compensation. If a delay exceeds six hours between 7 a.m. and 10 p.m., airlines must arrange accommodation or other agreed solutions.
The draft also requires airlines to process refunds, itinerary changes, or rebooking within 72 hours if flight schedules are adjusted by four hours or more.
Compensation would not apply in cases of severe weather, security threats, or force majeure events.
The Civil Aviation Authority of Vietnam said the revisions aim to strengthen airline responsibility and reduce flight delays and cancellations.
Some airlines have raised concerns that the proposed rules could increase costs and operational pressure.
The move comes as Vietnam’s two largest airports ranked near the bottom in the 2025 AirHelp Score.
Tan Son Nhat International Airport in HCMC placed 248th out of 250 airports worldwide with a total score of 6.21, including 6.1 for punctuality. Noi Bai International Airport in Hanoi ranked 242nd with a score of 6.71 and 6.4 for punctuality.
AirHelp said punctuality accounts for 60% of the overall score. Flights are considered on time if they arrive within 15 minutes of the schedule. A score of 8.5 corresponds to an 85% on-time rate.
The relatively low punctuality scores weighed on the overall rankings of both airports. As the country’s main international gateways, performance indicators such as on-time arrivals and service quality can influence passenger perception, airline operations, and the broader appeal of Vietnam as a tourism and investment destination.
