Vietnamese travel company Vietravel requests compensation for passengers from Jetstar over delayed Australia tour flight

Vietravel stated that while the incident was beyond their control, they proactively implemented multiple measures to protect the rights and travel experiences of their customers.

Originally, the group was scheduled to leave Ho Chi Minh City for Australia at 10:30 pm on July 13. However, by noon on the same day, Jetstar announced the flight would be delayed until 10:00 am on July 14.

Upon receiving the notice, Vietravel immediately informed their customers and adjusted the itinerary accordingly.

These measures included rescheduling the tour program to maintain all original destinations and activities, arranging alternative transportation and adding shuttle services on the final day of the trip, providing free international SIM cards to all passengers, and adding necessary services from July 13 to 14 to preserve the tour experience.

Despite these efforts, on the morning of July 14, as the group arrived at the airport for the rescheduled flight, Jetstar again postponed the departure to 7:00 pm.

Vietravel responded by pushing the tour schedule back another day and making further adjustments at the destination.

Later that evening, the flight was delayed once more, this time to 8:00 pm. 

Throughout the ordeal, Vietravel reported that its staff remained on-site to assist, update, and support customers.

Vietravel emphasized that this was a situation caused by the airline, which fell outside the tour operator’s control.

In addition to providing all necessary supplemental services during the disruption, the company officially contacted Jetstar to request clarification and propose fair compensation for the tour group.

However, as of now, Jetstar has not issued a specific response regarding any compensation policy. 

Vietravel confirmed it is continuing to follow up and is working to obtain a timely reply.

With over 30 years of experience in organizing outbound tours for Vietnamese travelers, Vietravel stated that its top priority is to act swiftly and ensure customers’ rights are protected in all situations.

The company said it will update the media upon receiving an official response from the airline.

Vietravel also apologized for the incident and expressed gratitude to its customers for their understanding and cooperation during the unexpected delay.

Previously, many Vietnamese travelers expressed strong dissatisfaction after Jetstar’s JQ62 flight was significantly delayed, disrupting planned activities, giving rise to extra expenses, and negatively impacting the overall quality of their holiday.