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Chances are that you’re here because you’ve encountered annoying Vietnam Airlines delays or cancellations and need to know what to do. Luckily, you’re in the right place! As airline compensation experts, we’ve been helping air passengers navigate the tricky business of Vietnam Airlines compensation since 2017.
We’ll dive into the maximum payouts passengers can receive on certain routes for flight interruptions and explore the Vietnam Airlines cancellation policy. So, all the info is here, including whether the airline disrupts your flight or you need to change your plans.
Key Vietnam Airlines Compensation Details
- Laws in the UK and EU dictate that any Vietnam Airlines flights that depart from an airport in either of these regions are eligible for up to £520 (€600); conditions apply.
- Conditions for Vietnam Airlines delay and cancellation compensation include a delay upon arrival of 3 hours or more and flights cancelled with fewer than 14 days' notice.
- Vietnam Airlines compensation (cash) is only payable when the airline is at fault for the delay or cancellation.
- Other forms of Vietnam Airlines compensation include meals, communication, hotels, and ground transportation.
- In 2024, Vietnam Airlines flights arrived as scheduled 76.7% of the time. Passengers can expect about a quarter of all flights to be delayed.
- When a flight is interrupted and you no longer wish to travel, a full Vietnam Airlines refund is possible in certain scenarios.
- Join the over 430,000 AirAdvisor clients who have benefited from our 98% success rate, excellent customer service, and claim expertise. When filing your Vietnam Airlines compensation claim is too time-consuming, we’re always here to help!
How To File a Vietnam Airlines Delay Compensation Claim
If you’re happy to go it alone, these are the steps to take for UK and EU Vietnam Airlines compensation:
- To start your claim, you can either call customer service or send an email. There is no online contact form or dedicated Vietnam Airlines flight delay compensation form.
- In the UK, call +44 (0) 20 3263 2062 for the London office, or better yet, email customercare.uk@vietnamairlines.com.
- Know your air passenger rights before initiating contact to make sure you get what you deserve. Check your flight for free using the free calculator.
- Once submitted, follow up on the claim regularly.
- Escalate as needed if your demands aren’t met. For example, the Civil Aviation Authority in the UK can assist with disputes.
- When your claim is unfairly adjudicated or you’re not getting a response, you have one other option: AirAdvisor. Claim compensation with us instead in minutes, and we’ll take care of everything.
Claiming UK and EU Flight Delay Compensation – The Regulations
Assuming that you’re flying out of either a UK or EU airport, your Vietnam Airlines flight is covered by Regulation UK 261 or EU 261. These rules are what allow passengers to claim a maximum of £520 when the delay is the airline’s fault and the delay time at the arrival airport is at least 3 hours.
The actual cash you’ll receive also depends on the total flight distance. To reach both the UK and the EU from Vietnam, the distance will exceed 3,500km, which is the upper limit. Here are some route examples and the associated compensation per person, including the other distance categories:
Flight Route | Distance Category | Delay Length at Destination (in hours) | Compensation |
London to Frankfurt - 635km | Under 1,500km | 3+ | £220 |
Lisbon to London - 1,585km | Between 1,500km & 3,500km | 3+ | £340 (€400) |
Frankfurt to Ho Chi Minh City - 9,650km | Over 3,500km | 3-4 | £260 (€300) |
London to Ho Chi Minh City - 10,195km | Over 3,500km | 4+ | £520 |
What Other Kinds of Vietnam Airlines Delay Compensation Can You Get?
Aside from some cash, airlines are required to keep passengers comfortable during delays when they’re stuck at the airport. Vietnam Airlines offers the following for all flights, regardless of the point of origin:
- Drinks when delays are between 1 and 2 hours.
- Drinks and meals when delays are between 2 and 6 hours.
- Accommodation and ground transportation to the hotel and back for delays of 6 hours or more.
The UK and EU regulations have the same provision for flights over 3,500km when a delay is a minimum of 4 hours, including hotels and transportation for flights that depart the next day.
And, if your flight is delayed by 5 hours or more, you can get your money back according to the Vietnam Airlines refund policy and the official UK/EU regulations.
Your Vietnam Airlines Flight is Cancelled – Now What?
- Always try to keep the travel going to minimise the disruption. Reschedule on an alternate flight ASAP.
- If the alternate flights don’t meet your travel needs, request a Vietnam Airlines cancellation refund immediately.
- When you choose to continue to travel, ensure your needs for meals, drinks, or a hotel stay are provided, based on the wait time.
- Ask the reason for the cancellation – get it in writing if possible.
- Keep all your documents and prepare to file a Vietnam Airlines cancellation claim when you get home, as long as the flight was cancelled fewer than 14 days before the scheduled departure.
How Does Vietnam Airlines Cancellation Compensation Work?
When you have a Vietnam Airlines cancelled flight on your hands and you didn’t receive at least 14 days’ notice of it, the airline may be required to compensate you for up to £520 for flights originating in the UK or the EU.
Assuming the flight distance is at least 3,500km, this is what to expect in specific situations:
- The new flight leaves under 1 hour earlier than the original and arrives less than 4 hours late compared to your original flight: £260/€300
- The replacement flight arrives 4 or more hours late: £520/€600
- The right to care and assistance
Are Vietnam Airlines Delays and Cancellations Common?
Yes and no. Some routes are worse than others. According to data from FlightStats between the beginning of February and the end of March 2025, these flights are more delayed than the airline’s 2024 average of 76.7% or have more frequent cancellations.
Flight Number | Route | On-Time Rate | Cancellation Rate | Potential Compensation |
VN98 | Ho Chi Minh City to San Francisco | 59% | N/A |
|
VN99 | San Francisco to Ho Chi Minh City | 76% | 3% |
|
VN10 | Paris CDG to Ho Chi Minh City | 63% | N/A |
|
VN56 | London Heathrow to Hanoi | 91% | 3% |
|
VN32 | Frankfurt to Ho Chi Minh City | 87% | 7% |
|
(non-EU or UK-based flight*)
£520 (€600)* Compensation in the USA is still being reviewed with no cash payout currently available, but changes may be implemented in the future.
The Vietnam Airlines Cancellation Policy – Are Refunds Possible?
In the US, all airlines are required to issue a full refund for any flights cancelled within the first 24 hours after booking, provided that the travel is a minimum of 7 days away. This is required by the US Department of Transportation.
Otherwise, the Vietnam Airlines cancellation policy will depend on the type of fare purchased. For anyone not planning to travel, make sure to cancel at least 3 hours before the flight to avoid a no-show fee.
Regardless of when you cancel your flight, there is always a cancellation fee, but it varies:
Flights To and From Europe
Fare Type | Cancellation Fee Before the Flight Departure Date (TO EUROPE) | Cancellation Fee On or After the Flight Departure Date (TO EUROPE) | Cancellation Fee Before the Flight Departure Date (FROM EUROPE) in USD | On or After the Flight Departure Date (FROM EUROPE) in USD |
Economy Super Lite | £250 | Non-refundable | $250 | Non-refundable |
Economy Lite | £150 | £250 | $200 | $250 |
Economy Classic | £100 | £150 | $150 | $200 |
Economy Flex | £75 | £100 | $100 | $150 |
Premium Economy Flex | £75 | £100 | $100 | $150 |
Premium Economy Classic | £100 | £150 | $150 | $200 |
Business Flex | £75 | £100 | $100 | $150 |
Business Classic | £150 | £200 | $150 | $200 |
Vietnam Airlines Missed Connections & Denied Boarding
Departing UK and EU flights are also covered for missed connections. When the airline is at fault, passengers can claim Vietnam Airlines compensation up to £520, provided passengers are delayed reaching their final destination.
Additionally, regardless of what causes the missed connection, the airline must find another flight or issue a refund. Plus, if continued travel no longer makes sense, Vietnam Airlines needs to return the passenger to the initial trip starting point at no charge.
The same UK/EU261 regulations offer protection for denied boarding due to overbooking. Claim Vietnam Airlines compensation for denied boarding in both regions and even in the US when the airline can’t get you to the destination within one hour of the original flight.
Extraordinary Circumstances – When Airlines Aren’t Responsible
We’ve mentioned that Vietnam Airlines is responsible for compensation when the root cause of the interruption is the fault of the airline. This includes things like Vietnam Airlines staff strikes and scheduling errors.
On the other hand, there is an exemption for extraordinary circumstances, which are events that are outside the airline’s control. In general, flights disrupted for these reasons do not entitle passengers to a payout:
- Bad weather preventing safe flight operations, like Typhoon Yagi in September 2024
- Security issues
- Airport staff strikes
- Aircraft defects
About Vietnam Airlines
Certified as a 4-star carrier since 2016, Vietnam Airlines transported over 24 million travellers in 2023 alone. As the country’s flag carrier, there are no signs the airline is slowing down anytime soon. In August 2024, the company’s Executive VP, Dang Anh Tuan, said:
Vietnam Airlines is committed to upgrading and expanding its fleet. We aim to provide the highest levels of passenger comfort and fulfil our mission of connecting Vietnam with the world, significantly supporting economic and social development.
As Vietnam Airlines expands, there may be even more instances of delayed and cancelled flights. Get the Vietnam Airlines compensation you're owed if it happens. Now you know all the guidelines for reimbursement and compensation to file a claim like a pro!
