Hanoi (VNA) - The Vietnam Competition Commission (VCC) under the Ministry of Industry and Trade has advised passengers whose Bamboo Airways flights were canceled to take necessary steps to protect their rights and interests.
Earlier, following complaints about refunds for cancelled flights of Bamboo Airways, the commission held a working session with the airline, requesting it to enhance information dissemination and ensure the timely receipt and processing of passenger requests.
At the working session, Bamboo Airways representatives pledged to enhance transparency in communications, promptly provide information and guide passengers in exercising their legal rights when flights are cancelled. The airline also affirmed that it would prioritise resources to receive, review and process passengers’ refund requests.
To protect consumers’ legitimate rights and interests, the commission advised passengers whose flights were cancelled and who wish to seek refunds to visit Bamboo Airways’ ticket refund information portal and complete the online form with the required information.
During the process, passengers can use the following support channels.
For tickets booked directly through the Bamboo Airways website, mobile application or ticket offices, passengers can follow the refund instructions published by the airline. Those who purchased tickets at a ticket office should contact the office where the ticket was originally purchased or Bamboo Airways for assistance.
Bamboo Airways’ contact numbers are +84 1900 1166 / 0084 19001166 (costing 1,000 VND or nearly 4 US cents per minute) and +84 1900 1133 / 0084 19001133 (1,000 VND per minute). Press 1 to be connected to Bamboo Airways.
For tickets booked through travel agents or other intermediaries, passengers should contact the agent or intermediary that issued the ticket to submit their refund requests and receive guidance on how to resolve the matter.
When submitting a request, consumers should provide complete and accurate basic information, including the booking reference (PNR), passenger’s full name, flight route, date and time of travel, and relevant payment details.
Consumers are also advised to retain all relevant documents, including booking confirmations, flight cancellation notices, refund requests and records of communications with Bamboo Airways or the ticket seller. These documents are important for monitoring and verifying the case and resolving any disputes that may arise later.
When problems arise concerning their rights and interests, consumers should first submit a request for direct negotiation with Bamboo Airways or the ticket-selling agent, asking them to consider and resolve the matter in accordance with regulations.
If a business organisation or individual fails to respond or refuses to negotiate without a legitimate reason, consumers have the right to request support in negotiating and resolving the case under the Law on Protection of Consumer Rights. Such requests can be submitted to the provincial-level Department of Industry and Trade where the consumer resides or where the business organisation or individual is headquartered, or to the Vietnam Consumer Protection Association or a local consumer protection association./.
