Vietnam aviation authority orders airlines to improve passenger complaint handling during summer peak

The authority recently issued a directive to aviation units nationwide, requesting stricter enforcement of consumer protection regulations in the aviation sector.

Under the directive, airlines are required to improve customer service quality and provide timely assistance in cases involving flight delays, cancelations, schedule changes, lost baggage, or delayed baggage delivery.

Airport operators, including the Airports Corporation of Vietnam (ACV), Phu Quoc International Airport, and Van Don International Airport, were instructed to coordinate with airlines and ground service providers to promptly address passenger complaints.

The move comes as Vietnam’s Ministry of Construction is collecting feedback on a draft regulation on air transport.

Under the draft, advance compensation for delayed or canceled flights could increase 25 percent.

For domestic flights under 500 kilometers, the proposed compensation would rise from VND200,000 (US$7.6) to VND250,000 ($9.5), while compensation for routes longer than 1,000 kilometers, such as the Hanoi–Ho Chi Minh City route, could increase to VND500,000 ($19).

Recently, many passengers have complained about canceled flights, schedule changes, or forced itinerary adjustments after airlines reduced flight frequencies.

Amid rising fuel costs, some carriers have adjusted flight schedules to control expenses.

However, these changes have caused inconvenience for passengers who had already purchased tickets, particularly regarding ticket refunds, exchanges, and customer support following schedule changes.

At the same time, ACV issued baggage safety recommendations as the summer tourism season begins and passenger traffic at airports increases.

Social media users have recently shared reports of mistakenly claimed suitcases, lost personal belongings, and luggage that appeared to have been tampered with after flights. 

In many cases, passengers only discovered the problems after leaving the airport, making investigations and resolution efforts more difficult.

According to ACV, the risk of baggage loss or mix-ups often rises during peak hours, when airports handle large volumes of luggage and many suitcases have similar colors and designs.

At baggage claim areas, passengers retrieve luggage themselves from conveyor belts, increasing the possibility of taking the wrong suitcase if checks are not done carefully.

To reduce risks, ACV advised passengers to photograph or record videos of their luggage before check-in, carefully verify baggage tag information, and keep baggage claim receipts for use in inquiries or complaints.

Upon arrival, travelers should check their luggage carefully before leaving the airport to ensure it belongs to them and shows no signs of broken locks, tears, damage, or displaced baggage tags.

Any irregularities should be reported immediately to ground staff or airlines for assistance.

ACV also warned passengers not to place cash, jewelry, important documents, medication, power banks, or valuable electronic devices in checked baggage.

Travelers were also advised not to carry or check luggage for strangers to avoid aviation security and legal risks.

After their journeys, passengers should remove and destroy old baggage tags because they contain personal information and barcodes related to flights.

ACV currently manages and operates 21 airports nationwide, including major hubs such as Tan Son Nhat, Noi Bai, and Da Nang. 

The corporation is also the investor of the Long Thanh International Airport project in Dong Nai City.