When you book a flight with VietJet Air, Vietnam’s largest private low-cost carrier, you expect a smooth journey. But like any airline, delays happen, whether from weather, air-traffic congestion, technical issues, or operational constraints. Knowing what VietJet’s delay policy actually covers, and what it does not, can save you stress and money. In this article we break down the airline’s obligations under Vietnamese law, the compensation you may be entitled to, how to claim it, and practical tips for minimising disruption. For a broader overview of flying low-cost carriers in the region, see The Complete Guide to Flying Low-Cost Carriers from Singapore and the Region.
Vietnamese Law vs. EU Regulation 261/2004: A Key Difference
The most important thing to understand about VietJet’s delay policy is that it operates under Vietnamese civil aviation law (primarily Circular No. 10/2014/TT-BGTVT and subsequent amendments), not the far more generous EU Regulation 261/2004 (EC261). If you are flying from an EU airport on a VietJet flight, EC261 does apply, but for all other routes, the Vietnamese regulations prevail. Under Vietnamese law, airlines are required to provide care (food, drink, and hotel accommodation if an overnight delay) and, in some cases, compensation in the form of a refund or rerouting. However, the compensation amounts are modest compared to EC261.
Summary of Vietnamese Delay Regulations
- Flight delay of 4 hours or more: The airline must offer meals and refreshments, plus two free telephone calls or emails.
- Flight delay of 6 hours or more: The airline must provide hotel accommodation and transfers between the airport and the hotel if the delay extends overnight.
- Flight delay of 8 hours or more: The airline must pay compensation of 400,000 Vietnamese đồng (approximately VND 400,000, roughly SGD 22 or USD 16) for domestic flights, and 600,000 Vietnamese đồng (VND 600,000, roughly SGD 33 or USD 24) for international flights. This is a fixed amount, not a percentage of the fare.
Importantly, these compensation amounts are not guaranteed if the delay is caused by “force majeure” events, including weather, natural disasters, political instability, air-traffic control restrictions, or security threats. In such cases, VietJet is only obliged to provide care (food and accommodation as needed), not the monetary compensation. For tips on navigating low-cost airline policies when delays occur, see VietJet Book Like a Pro.
What Counts as a “Delay” Under VietJet’s Policy?
VietJet defines a delay as any departure that leaves later than the scheduled time shown on your ticket. The airline uses the “block time”, from gate departure to gate arrival, for its on-time performance statistics. For the purpose of your rights, the relevant moment is when the aircraft departs from the gate.
If your flight is cancelled, the airline must offer you a refund of the unused ticket or re-routing to your destination on the next available VietJet flight. If the cancellation is not due to force majeure, you may also be entitled to the same compensation amounts as for a long delay, but only if the cancellation is announced less than 7 days before departure. This mirrors the standard approach for many Asian low-cost carriers; compare this to policies from other airlines like AirAsia Booking Mistakes to Avoid for differences in refund rules.
How to Claim Compensation from VietJet
Unlike some legacy carriers, VietJet does not automatically process compensation. You must submit a claim. The process can be done online or at the airport. Here is the step-by-step procedure.
Step 1: Keep All Documentation
- Boarding pass (or e-ticket).
- Email or SMS notification of the delay (take screenshots).
- Receipts for any expenses incurred, meals, phone calls, transport, hotel.
- A written statement from a VietJet ground staff if possible (or a photo of the departure board showing the delay).
Step 2: Submit a Claim on the VietJet Website
Go to VietJet’s official website and navigate to the “Customer Service” or “Feedback” section. You can also email [email protected] or use the hotline (1900 1886 within Vietnam). For claims submitted from abroad, use +84 28 7488 3388. The airline typically responds within 5-10 business days.
Step 3: Be Specific About What You Are Claiming
Separate the claim into: (a) care costs (food, accommodation), (b) compensation for delay (the fixed amount of VND 400,000/600,000), and (c) refund if you chose not to travel. Attach scanned copies of receipts. Note that VietJet may ask you to fill out a specific form, ask for a claim reference number.
Step 4: If Denied, Escalate
If VietJet rejects your claim, you can escalate to the Civil Aviation Authority of Vietnam (CAAV). Their website is caa.gov.vn. You can file a complaint in English or Vietnamese. The CAAV may mediate between you and the airline. In 2023, the CAAV reported that it processed over 1,200 consumer complaints, with an average resolution time of 30 days. For more on navigating airline disputes, see Jetstar Asia Booking Secrets for tips that apply to many budget carriers.
What About Delays at the Gate (Tarmac Delays)?
If the aircraft has pushed back from the gate but then remains on the tarmac for an extended period, the same rules essentially apply, the departure time is still measured from the scheduled push-back time. However, VietJet’s on-board service during tarmac delays is limited. If the delay exceeds two hours after boarding, the crew should offer water. There is no legal requirement for meal distribution on the tarmac, but if the delay extends beyond 3-4 hours, the airline should return the aircraft to a gate to allow passengers to disembark. In practice, this rarely happens; Vietnamese airports do not always have enough gates to accommodate such returns. For insights on similar policies, see Scoot Cabin Baggage Rules 2024 for an example of another Asian LCC's operational constraints.
Real-World Examples of VietJet Delays (2023-2024)
According to data from the Civil Aviation Authority of Vietnam, VietJet's on-time performance (OTP) in 2023 was approximately 83.2%, ranking below Vietnam Airlines (89.5%) but above Bamboo Airways (81.1%). The most common delay causes were:
- Aircraft rotation delays (inbound aircraft arriving late), 44% of all delays.
- Technical faults, 18% of delays.
- Weather at departure or arrival airports, 15% of delays.
- Air traffic control (ATC) restrictions, 12% of delays.
- Ground handling issues (e.g., lack of staff at remote airports), 11% of delays.
A notable case from June 2024: Flight VJ183 from Ho Chi Minh City to Phnom Penh was delayed by 7 hours due to an engine warning light. The airline provided meal vouchers worth VND 50,000 (about SGD 2.80) after 4 hours, and hotel accommodation for passengers who were rebooked the next morning. Passengers who claimed online received the VND 600,000 compensation within 3 weeks. This example shows that the policy does work when followed correctly.
Extraordinary Circumstances: When VietJet Will Not Pay
As mentioned, VietJet is not liable for compensation in cases of force majeure. The airline’s conditions of carriage list the following as extraordinary circumstances:
- Weather conditions that make the flight unsafe.
- Natural disasters (flooding, typhoons, earthquakes).
- Political unrest, war, or riots.
- Strikes by airport staff (not including VietJet employees).
- ATC restrictions imposed by authorities.
- Security threats or bomb scares.
- Unforeseen technical defects that were not avoidable by normal maintenance (controversially, VietJet often classifies many technical faults as “extraordinary”, this is disputed by consumer groups).
If you believe VietJet has incorrectly classified a delay as extraordinary, gather evidence that the same event did not affect other airlines at the same airport, or that the airline had prior knowledge of the issue (e.g., a known maintenance problem). For comparison, see Cebu Pacific Fare Types Explained for how other carriers handle force majeure.
Tips for Minimising Delay Impact
- Book the earliest flight of the day, Morning flights (before 8 AM) have the best on-time records because the aircraft is already at the airport and hasn’t been delayed by earlier rotations. VietJet’s own data shows flights departing before 8 AM are on time 92% of the time, compared to 78% for afternoon departures.
- Allow long connection times, If you have a connecting VietJet flight, allow at least 4-5 hours at larger airports like Tan Son Nhat (Ho Chi Minh City) or Noi Bai (Hanoi). If you miss a connection due to the first leg being delayed, VietJet will rebook you, but you might wait 8-12 hours for the next flight.
- Carry your own food and water, VietJet’s meal vouchers, if provided, are low-value. Pack snacks and an empty water bottle (fill after security).
- Have a backup plan, Know the other flights to your destination that day. VietJet often operates multiple daily frequencies on its busiest routes (e.g., Ho Chi Minh City, Hanoi, up to 14 daily flights). If you are rebooked, ask politely if an earlier flight is available.
- Use travel insurance, Standard travel insurance from providers like FWD, AXA, or AIG typically covers delay-related expenses (meals, hotel, transport) starting from 4-6 hours. Some policies pay a fixed benefit, e.g., SGD 100 per 12-hour delay. Check the policy wording for excess coverage.
- Monitor flight status in real-time, VietJet’s mobile app and website (vietjetair.com) show real-time delay information. Also check FlightRadar24 or local airport websites for ground-handling updates.
For more strategies on managing low-cost carrier disruptions, see How to Find Cheapest Fares Scoot, while focused on Scoot, the booking and contingency planning advice applies across carriers.
Rebooking Options When Your Flight Is Delayed
If your VietJet flight is delayed by more than 5 hours, you have three options under Vietnamese law:
- Wait for the delayed flight, You retain your original ticket and receive care (food/drinks/hotel if overnight). No compensation unless delay exceeds 8 hours.
- Accept rebooking on the next VietJet flight, Usually free of charge. You may also request rebooking on a partner airline? Actually, VietJet has no interline agreements with most other airlines, so re-routing outside VietJet is rare and at the airline’s discretion.
- Claim a refund of the unused ticket, You can cancel your journey and receive a refund of the fare (but not taxes, fees, or add-ons you purchased). Refunds are processed within 14-30 days. The refund will be made to the original payment method. If you bought via a third-party site (e.g., Traveloka, Booking.com, or Kayak), you must contact the agent, not VietJet, for the refund.
For detailed guidance on refunds and add-ons, refer to VietJet Add-Ons Worth.
How to Check Your Flight’s Delay History
Before booking, you can get a sense of a specific flight’s reliability. Websites like FlightStats, flightaware.com, and aviability.com track on-time performance for VietJet flights. For example, flight VJ101 (Ho Chi Minh City, Hanoi at 06:00) had a 93% on-time rate in July 2024, while VJ183 (Ho Chi Minh City, Phnom Penh at 13:55) had only 76% on-time. Using this data can guide your booking choices.
Summary Table: VietJet Delay Entitlements
| Delay Length | Care Provided | Compensation (Non-FM*) |
|---|---|---|
| 2-3 hours | None legally required | None |
| 4 hours | Meals, drinks, 2 phone calls/emails | None |
| 6 hours (overnight) | Hotel + transfers | None |
| 8 hours | Same as 4-hour care | VND 400k (domestic) / VND 600k (international) |
| Cancellation (<7 days notice) | Same as applicable care | Same as 8-hour delay |
*FM = Force Majeure. No compensation if force majeure.
For a complete guide on what to expect when flying low-cost carriers, read The Complete Guide to Flying Low-Cost Carriers from Singapore and the Region.