Flight delay or cancellation, passengers must be served food and accommodation

The Ministry of Transport has just issued a Circular regulating the quality of passenger services at airports.

Minister of Transport - Dinh La Thang has just signed and issued Circular No. 36/TT-BGTVT regulating the quality of passenger services at airports.

Accordingly, for delayed, interrupted and canceled flights, airlines must provide information on flight status to airport enterprises and enterprises providing ground technical and commercial services; arrange staff to notify and organize the provision of services that passengers are entitled to according to regulations, and resolve passenger inquiries and needs based on actual situations and legal regulations.

In case of flight delay or interruption of scheduled transportation of 15 minutes or more, the airline is responsible for: Apologizing to passengers and informing passengers of flight-related information such as flight number and flight route; reason for delay or interruption; expected take-off time or alternative flight plan; passenger service plan; passenger assistance department (location, identification signs).

Flight delays and cancellations have left many passengers frustrated. (Photo: KT)

In case the passenger has been confirmed on the flight but the transportation is delayed, interrupted or canceled, the airline is responsible for serving soft drinks for delays of 2 hours or more; for delays of 3 hours or more, food and drinks must be served with the type of meals according to the times of breakfast, lunch and dinner.

For flights with a delay of 6 hours or more (from 7:00 a.m. to before 10:00 p.m.), the airline must arrange accommodation suitable to the actual conditions of the airport.

In particular, for delayed flights between 10pm and 7am the following day, the airline must arrange accommodation suitable to local conditions or alternative solutions if agreed by the passenger, and at the same time change the passenger's itinerary within the scope of the airline's services so that the passenger can reach the final destination of the journey as quickly and conveniently as possible.

However, the airline is exempted from performing the above obligations due to weather conditions affecting the safety of flight operations; security risks affecting the safety of flight operations or the flight cannot be performed according to the decision of a competent state agency without the fault of the carrier.

The airport authority shall monitor the compliance with service quality of airlines and service providers according to passenger service procedures; Directly monitor all cases of flight delays, interruptions and cancellations in order to promptly request airlines and related service providers to fulfill their obligations according to regulations; Arrange staff, establish and publicize hotlines to handle incidents and disputes between passengers and airlines and service providers at the airport and report the results to the Civil Aviation Authority of Vietnam.

This Circular takes effect from December 1, 2014./.

According to VOV.VN