Flights cancelled or changed because of the pandemic: passenger rights, refunds, credit

From early 2020, the COVID-19 pandemic forced many airlines to cancel, postpone or change flight schedules. Passengers who had bought tickets faced questions: can they switch to another flight, will they get a refund, how long can credit be held. This article compiles general knowledge; specific policies are announced by each airline and change over time.

When the airline cancels or changes a flight

When a flight is cancelled or significantly changed, airlines usually offer passengers a few options, which vary by airline and time:

• Change to another flight of the same airline, within a certain period of time.
• Hold the ticket value for later use, with an expiry date.
• A voucher (used in place of cash) with an expiry date, sometimes with an extra bonus.
• Refund to the original payment method, if the airline allows it and the passenger meets the conditions.

The order of priority and detailed conditions are set by each airline. Please read first the official notice the airline sends by email, message, website or app.

When passengers want to change or cancel themselves

If the flight operates normally and you want to change or cancel, conditions usually apply by fare class: change fee, refund fee, fare difference, deadline. During the pandemic, some airlines had temporary support policies, for example waiving or reducing change fees for a period, but these applied only to specific conditions and could change. Check the airline's current notice.

Tickets bought through an agent or booking site

If you bought your ticket through an agent, you usually need to work through the place that issued it to send requests to the airline. Processing may take longer because of the surge in requests. Keep your booking code, e-ticket number, confirmation email and proof of payment.

Steps to take

1. Check the airline's notice by email, message, website or app. Confirm that the flight has really been changed.
2. Review the ticket conditions of the exact fare class you bought: changes, refunds, credit.
3. Decide what you need: do you need to fly again, when, and can you be flexible about dates.
4. Submit your request through the official channel (website, hotline, the agent where you bought the ticket), noting the time and the request code if any.
5. Keep records: cancellation notice, emails, screenshots, receipts.
6. Track the expiry date of credit tickets or vouchers so they do not lapse.

Notes on vouchers and credit

• Check which services and routes the voucher applies to, and whether it is transferable.
• Check the booking deadline and the travel deadline.
• Ask clearly whether it can be converted back into cash and under what conditions.
• Note that for international tickets, taxes and airport fees may be refundable separately; check the airline's guidance.

When traveling internationally

Besides the flight, entry requirements at the destination, quarantine rules and health documents may change quickly. Passengers should check official information from the relevant authorities and embassies before deciding to fly. This content is not legal or immigration advice.

Disputes and complaints

If it is still unresolved, you can complain directly to the airline in writing, with supporting documents. If still unsatisfied, you can look into the feedback channels of the aviation regulator, for example the Civil Aviation Authority of Vietnam, and the current legal regulations. Check the official information on that agency's website.

Update 2026: The pandemic period ended many years ago, and the temporary support policies of 2020 no longer apply. Read the current ticket conditions on the airline's website before buying.

FAQ

Is a voucher or a refund better?

It depends on your needs. If you are sure to fly again with the same airline within the deadline, a voucher or credit may make sense; if not, see whether the airline allows a refund.

What if I miss the credit deadline?

Usually the ticket may lose its value after the deadline, so note the expiry date and ask the airline before it lapses.

What if I need help handling a ticket bought through HVSC?

Prepare your booking code and confirmation email, then contact the HVSC flight ticket team for guidance.

Reference sources

• Vietnam Airlines: https://www.vietnamairlines.com/vn/vi/vietnam-airlines
• Vietjet Air: https://www.vietjetair.com/vi
• Bamboo Airways: https://bambooairways.com/vn-vi
• Civil Aviation Authority of Vietnam: https://caa.gov.vn