Customer services plan

Bamboo Airways' development path always focuses on customer experience, we always aim to provide passengers not just a flight, but also the emotions of a journey experiencing services with the criteria: Hospitality, Attentiveness, Dedication, and Responsibility. To ensure the benefits of passengers, we provide information about the Passenger Service Policy in case of irregularities when flying with Bamboo Airways as follows:

1. In cases where passengers have a ticket and a confirmed seat on the flight but are denied boarding due to Bamboo Airways' fault

In certain situations, passengers who have a ticket and a confirmed seat on the flight may be denied boarding due to Bamboo Airways' fault. For example, if the number of passengers checking in exceeds the actual number of seats on the aircraft. In such cases, for flights departing within Vietnam, Bamboo Airways will arrange an alternative flight and fulfill the carrier's obligations, including providing non-refundable compensation to passengers according to Bamboo Airways' policy, but not less than the amount stipulated in Circular No. 14/2015/TT-BGTVT, which has been amended and supplemented by Circular No. 27/2017/TT-BGTVT dated August 25, 2017, issued by the Ministry of Transport regarding non-refundable compensation in air passenger transportation. For flights outside Vietnam, it will follow the regulations of the host country or our regulations.

Bamboo Airways is exempt from the obligation to provide non-refundable compensation in cases of denying boarding to passengers who have a ticket and a confirmed seat on the flight or are in transit as stipulated in Article 146 of the Vietnam Civil Aviation Law, specifically as follows:

– Due to the health condition of the passenger, if we deem that the transportation or continued transportation would endanger the passenger, other people on the aircraft, or the flight itself.

– To prevent the spread of contagious diseases.

– The passenger does not comply with regulations on aviation safety, security, air transport operations, and administrative penalties for civil aviation violations.

– The passenger exhibits behavior that disrupts public order, threatens flight safety, or affects the lives, health, or property of others.

– The passenger is under the influence of alcohol, beer, or other stimulants and is unable to control their actions.

– For security reasons as informed by competent authorities.

– As requested by competent state authorities.

Methods and deadlines for non-refundable compensation: Bamboo Airways may provide non-refundable compensation to passengers through the following methods:

– Cash;

– Bank transfer or through other suitable intermediary payment services if requested by the passenger. For this method, non-refundable compensation will be provided within 14 working days from the date of receiving the passenger's request;

– Free tickets, compensation vouchers for continued use of the carrier's services, or other free services if accepted by the passenger.

Locations where Bamboo Airways provides non-refundable compensation to passengers:

– The airport where the passenger was denied boarding;

– Branches or representative offices designated by Bamboo Airways in agreement with the passenger if the passenger checks in at a location other than the airport;

– To the account provided by the passenger if they choose the bank transfer or other suitable intermediary payment services method.

2. In cases where passengers have a ticket and a confirmed seat on the flight but the flight is delayed, disrupted, canceled, or departs early

2.1. In cases of delays, transportation disruptions according to the plan for 15 minutes or more, and early departures, Bamboo Airways will

- Inform passengers about the relevant flight information, specifically: flight number and route; reason for the delay or early departure or cancellation or disruption; estimated departure time or alternative flight plan; passenger service plan; passenger assistance unit (location, identification signs);

- Apologize to passengers.

2.2. In cases where passengers have a confirmed seat on the flight but the transportation is delayed, disrupted, canceled, or departs early, Bamboo Airways will

a. Provide services at the airport

- Delay of 2 hours: Provide beverages.

- Delay of 3 hours or more: Provide food and beverages.

- Delay of 6 hours or more (from 7:00 AM to before 10:00 PM): Arrange appropriate resting accommodations based on the actual conditions of the airport.

- Delay of 6 hours or more (from 10:00 PM the previous day to before 7:00 AM the next day): Arrange suitable sleeping and resting accommodations based on the actual conditions of the local area or an alternative solution if agreed upon by the passenger.

b. Change the passenger's itinerary for flights that are delayed or depart early by 2 hours or more within the service scope of Bamboo Airways to ensure the passenger reaches the final destination of their journey as quickly and conveniently as possible.

c. Provide non-refundable compensation in advance

1) Amount of non-refundable compensation in advance

 - In the case of prolonged delays or cancellations on flights departing within Vietnam, Bamboo Airways will provide non-refundable compensation in advance to passengers according to the levels stipulated in Circular No. 14/2015/TT-BGTVT, which has been amended and supplemented by Circular No. 27/2017/TT-BGTVT dated August 25, 2017, issued by the Ministry of Transport, regarding non-refundable compensation in air passenger transportation.

- For flights outside Vietnam, the compensation will follow the regulations of the host country or our regulations.

- In the case where a flight is delayed for an extended period and then canceled, the non-refundable advance compensation will only be applied once.

2) Bamboo Airways is exempt from the obligation to provide non-refundable compensation in advance in the following cases:

- Weather conditions affecting the safe operation of the flight.

- Security risks affecting the safe operation of the flight.

- The flight cannot be operated or is significantly delayed due to a decision by the competent state authority.

- Medical issues concerning the passengers (severe illness or death after boarding).

- The scheduled aircraft or fleet is sabotaged.

- Armed conflict, political instability, or strikes affecting the flight.

- Aviation infrastructure or flight operations services are inadequate for safe flight execution.

- Technical issues arising during the aircraft's operation, from the moment the captain signs to accept the aircraft ready for flight until the flight concludes.

- Passengers are rerouted to the destination as planned on another flight, arriving no more than 4 hours later than the expected arrival time of the confirmed flight.

- Passengers are rerouted to the destination within no more than 6 hours of the expected arrival time for connecting flights, where the planned destination of the flight is a connecting point in the passenger's journey.

- Other force majeure events.

- Bamboo Airways is exempt from the obligation to provide non-refundable compensation in advance if the carrier can prove one of the following:

- Passengers were notified verbally, by text message, or email about the flight cancellation or significant delay at least 24 hours before the scheduled departure time, according to the contact information provided (such as mobile phone number, landline, email, or relative's phone number in case of direct contact failure). For phone calls, two calls should be made between 7:00 AM and 10:00 PM, 20 minutes apart if the first call is unanswered.

- The passenger did not register contact information as required.

- The passenger could not be reached through the registered contact information.

- Bamboo Airways is exempt from the obligation to provide non-refundable compensation in advance if the passenger is traveling for free or on a discounted ticket applicable to airline employees (Industry Discount Ticket), airline agent employees (Agent Discount), partners, or associates using free or discounted fare tickets.

- Bamboo Airways is exempt from the obligation to provide non-refundable compensation in advance if the passenger did not show up for check-in at the airport or at another location agreed upon with Bamboo Airways.

- Bamboo Airways is exempt from the obligation to provide non-refundable compensation in advance if the passenger voluntarily cancels their confirmation.

3) Method and timeframe for non-refundable compensation in advance

- Cash;

- Bank transfer or through other suitable payment intermediaries upon passenger request. For this method, the non-refundable compensation in advance will be processed within 14 working days from the date the passenger's request is received;

- Free ticket, reimbursement voucher for further services with the carrier, or other free services upon the passenger's acceptance.

4) Locations where Bamboo Airways provides non-refundable compensation in advance to passengers

- At the airport where the flight was canceled (for canceled flights) or at the airport where the flight was scheduled to depart or land (for prolonged delays);

- At branches or representative offices designated by Bamboo Airways, according to the agreement with the passenger in cases where check-in was done at a location other than the airport;

- To the account provided by the passenger in the case of a bank transfer or other suitable payment intermediary method.

5) Compensation timeframe: In the event that passengers do not receive the non-refundable advance compensation or the non-refundable advance compensation is deemed inadequate, passengers are kindly requested to submit a written request within 90 days from the scheduled flight departure date. We will respond or provide compensation within 7 days from the date of receiving the written request.

d. Refunding tickets to passengers: In cases where the flight is delayed or departs early by 4 hours or more, the flight is canceled without a replacement flight, or the early departure causes the passenger to miss their confirmed flight: Bamboo Airways will fully refund the ticket or refund the unused portion of the ticket according to the passenger's choice at the airport or at representative offices, branches, or ticketing agents designated by Bamboo Airways. The ticket refund will be processed as follows:

- Waiving restrictions on refunds and refund fees (if any);

- For completely unused tickets, the refund amount will equal the fare paid by the passenger, including: the transportation service fee; state-imposed taxes and fees; security screening service fees; airport service fees collected on behalf of the airport; and other related surcharges according to the legal invoice provided by the passenger;

- For partially used tickets, the refund amount will not be less than the difference between the fare paid and the fare, and other services already used for the passenger's journey.

Passengers can refer to the following relevant legal regulations for more information:

- Vietnam Civil Aviation Law

- Circular No. 36/2014/TT-BGTVT dated August 29, 2014 of the Ministry of Transport, regulating passenger service quality at airports

- Circular No. 81/2014/TT-BGTVT dated December 30, 2014 of the Ministry of Transport, regulating air transport and general aviation operations

- Circular No. 14/2015/TT-BGTVT dated April 27, 2015 of the Ministry of Transport, regulating non-refundable compensation in advance for air passenger transportation

- Circular No. 21/2020/TT-BGTVT dated September 28, 2020, amending and supplementing certain articles of Circular No. 81/2014/TT-BGTVT dated December 30, 2014, Circular No. 14/2015/TT-BGTVT dated April 27, 2015, and Circular No. 33/2016/TT-BGTVT dated November 15, 2016 of the Ministry of Transport, regulating reports and data reporting in Vietnam's civil aviation industry.

– Circular No. 19/2023/TT-BGTVT dated June 30, 2023, by the Ministry of Transport amends, supplements, and abolishes certain provisions of circulars related to air transport regulations.

– Consolidated document No. 44/VBHN-BGTVT dated August 2, 2023, by the Minister of Transport regulates the non-refundable advance compensation in passenger air transport.

- EC Regulation 261/2004 dated February 11, 2004, general rules on compensation and assistance to passengers in the event of denied boarding or flight cancellation.

- Bamboo Airways' Conditions of Carriage.