Non-Refundable Advance Compensation for Flight Disruptions
(Applicable only to ANA operating flights from Vietnam)
(Issued in compliance with Article 6 of Circular No. 48/2026/TT-BXD dated June 30, 2026, issued by the Ministry of Construction of Vietnam)
1. Eligibility
Passengers holding a valid ticket with a confirmed reservation may be entitled to compensation under certain conditions, regardless of whether actual damages occurred, if any of the following events arise due to reasons attributable to the carrier:
- Denied Boarding
- Flight Cancellation
- Long Flight Departure Delay (4 hours or more)
- * Note: If a flight experiences a long delay of 4 hours or more and is subsequently canceled, the compensation shall be paid only once.
2. Cases Exempt from Compensation
The carrier shall be exempt from the obligation to provide compensation in accordance with applicable laws if the disruption is caused by any of the following specific reasons:
A. Exemptions for Denied Boarding
Compensation does not apply if the refusal of carriage is due to:
- Passenger's Health Status: The carrier determines that carriage or continuation of carriage would cause harm to the passenger themselves or to other passengers on board, or jeopardize the safety of the flight.
- Disease Prevention: The refusal of carriage is implemented to prevent the spread of infectious diseases.
- Safety & Security Violations: The passenger fails to comply with applicable regulations concerning aviation safety, aviation security, or air transport, or fails to follow instructions from airline staff.
- Disruptive Behavior: The passenger disturbs social order, endangers aviation safety, or affects the lives, health, or property of other individuals.
- Substance Influence: The passenger is under the influence of alcohol or other stimulants, resulting in unruly behavior or disciplinary violations.
- Security Reasons: The refusal is deemed necessary for general aviation security and safety purposes.
- Government Authority Request: The refusal is executed based on an explicit request from competent state agencies (such as immigration authorities).
B. Exemptions for Flight Cancellations and Delays
1. Common Exemptions (Applicable to both Cancellations and Delays)
- Adverse Weather: Weather conditions that directly affect or jeopardize the safe operation of the aircraft.
- Security Risks: Security threats or risks that compromise flight safety.
- State Directives: Inability to operate the flight due to regulations, decisions, or restriction measures imposed by competent government authorities.
- Medical Emergencies: Serious illness (medical emergency) or death of a passenger or crew member occurring after boarding.
- Damaged Aircraft: The aircraft scheduled for the flight or the aircraft fleet (a group of identical aircraft types) has been damaged.
- Force Majeure Events: Disruptions arising from armed conflicts, political instability, or strikes affecting the flight.
- Infrastructure Limitations: Situations where airport infrastructure or operational support services (such as air traffic control) fail to ensure the safe operation of the flight.
- Operational Technical Incidents: Unforeseen technical issues occurring during aircraft operation.
- Multi-Leg / Multi-Flight Rerouting: For passengers on a multi-leg itinerary (connecting flights) or multiple flights operated by the same carrier, where they are rebooked or rearranged so that the arrival time at their final destination is within 6 hours of the original scheduled arrival time.
- Voluntary Waiver: Passengers who voluntarily waive their confirmed seat reservation (e.g., volunteer cooperation).
- Non-Revenue / Discounted Tickets: Travel using complimentary tickets or special discount fares not available to the general public, including Industry Discounts (for airline employees), Agent Discounts, or partner privileges.
2. Cancellation-Specific Exemptions (Applicable ONLY to Cancellations)
- Successful Rerouting: The passenger is rebooked on an alternative flight arranged by the carrier, provided that the new departure time is no earlier than 2 hours before the original schedule, and the arrival time at the final destination is within 4 hours of the original scheduled arrival time.
- Prior Notification: The passenger was duly notified of the cancellation and the revised itinerary via text message (SMS), email, or equivalent communication channels at least 48 hours prior to the scheduled departure time.
- Missing or Unreachable Contact Information: The passenger failed to register valid contact details, or the carrier was unable to establish contact using the registered information.
3. Delay-Specific Exemptions (Applicable ONLY to Delays)
- Alternative Rerouting / Rescheduling: The passenger is rebooked or rescheduled to the planned destination on another flight based on the original confirmed reservation, with an arrival time within 4 hours of the original scheduled arrival time.
- Confirmed Refund upon Request: A refund has been finalized upon the passenger's request.
- Consecutive Flight Delays Utilizing the Same Aircraft: The delayed flight is scheduled to use the same aircraft as the immediately preceding arrival flight, and the delay reason for that preceding flight falls under any of the 8 items specified in "1. Common Exemptions" (from Adverse Weather to Operational Technical Incidents).
3. Compensation Amount
| Flight Type | Route Distance | Compensation Amount per Passenger |
|---|---|---|
| International (from Vietnam) |
From 2,500 km to under 5,000 km (e.g., Vietnam - Tokyo) |
USD 88 |
4. Methods of Compensation
We will provide compensation in any of the following payment methods:
- Cash or bank transfer
- Online payment services or other legal electronic payment methods in compliance with payment laws
- Frequent flyer program mileage
5. Claims and Fulfillment Time Limits
- Passenger Claim Window: Requests for compensation must be submitted within 90 days from the scheduled departure date of the canceled flight, the actual departure date of the delayed flight, or the departure date of the flight from which boarding was denied. Please contact the ANA Contact Center.
- Denied Boarding: If boarding is denied due to reasons within the carrier's control, compensation will be provided at the time the denied boarding occurs.
- Flight Cancellation or Long Delay: If a flight is canceled or delayed by 4 hours or more due to reasons within the carrier's control, compensation will be processed within 21 days from the date on which the valid compensation request is received.