Vietnam may require airlines to refund tickets after 3-hour delays

The Ministry of Construction is seeking feedback on a draft decree guiding implementation of the 2025 Civil Aviation Law. The proposal would shorten the delay threshold that triggers ticket refunds from five hours to three.

Under the draft, a flight is considered delayed if it departs at least 15 minutes later than scheduled. Airlines would be required to promptly inform passengers, issue an apology, explain the reason for the delay, and update departure information at the airport at least every 30 minutes.

If a delay reaches two hours, airlines must provide food and drinks or vouchers of equivalent value. They must also allow passengers to reschedule without extra fees.

For delays of three hours or more, passengers who refuse to change their itinerary or switch to another flight would be entitled to a full refund, or reimbursement for the unused portion of their ticket.

If a delay extends to four hours, airlines would also have to pay compensation in addition to offering refunds. For delays of six hours or more between 7 a.m. and 10 p.m., carriers must arrange suitable accommodation or offer an alternative solution with the passenger's consent.

The draft also addresses schedule changes. If an airline moves a flight four hours earlier or later than the time stated on the ticket, it must offer a refund, itinerary adjustment or an alternative flight within 72 hours of the original departure time.

Airlines would not be required to compensate passengers in cases of severe weather, security threats, or other force majeure circumstances as defined by law.

The Civil Aviation Authority of Vietnam said the changes are intended to increase airline accountability and better protect passengers, especially as repeated schedule changes have disrupted travel plans in recent years.

Flight delays and cancellations remain relatively common, while enforcement of existing passenger rights has been inconsistent. Travelers often find themselves in a weak position when seeking compensation.

Some airline representatives have warned that the proposed rules would increase operating costs at a time when the commercial aviation industry is facing significant financial pressure.