Sun PhuQuoc Airways - Rise Together

1. Passengers Holding Confirmed Reservations but Denied Boarding Due to Reasons Attributable to Sun PhuQuoc Airways

In certain circumstances, passengers holding valid tickets with confirmed reservations may be denied boarding due to operational reasons attributable to Sun PhuQuoc Airways, including but not limited to situations in which the number of passengers checked in exceeds the aircraft’s actual seating capacity. For flights departing within the territory of Vietnam, Sun PhuQuoc Airways shall arrange an alternative flight and provide non-refundable advance compensation as required under the airline’s policy, at a level not lower than that specified in Circular No. 14/2015/TT-BGTVT, as amended by Circular No. 27/2017/TT-BGTVT. For flights operating outside Vietnam, the applicable regulations of the relevant jurisdiction or the airline’s own policies shall apply.

Sun PhuQuoc Airways is exempt from the obligation to provide non-refundable advance compensation in cases of denied boarding as specified under Article 146 of the Vietnam Civil Aviation Law, including but not limited to the following circumstances:

• Where the passenger’s medical condition poses a direct threat to themselves, other passengers, crew, or the safety of the flight.
• For the prevention of communicable disease transmission.
• Where the passenger fails to comply with requirements relating to aviation safety, aviation security, operational procedures, or administrative sanctions under civil aviation regulations.
• Where the passenger engages in behavior that disrupts public order, threatens flight safety, or endangers life, health, or property of others.
• Where the passenger is under the influence of alcohol or other intoxicating substances to the extent that they cannot exercise self-control.
• For reasons of security as notified by competent authorities.
• Upon request or instruction from competent governmental authorities.

• Cash payment;
• Bank transfer or via appropriate intermediary payment services, upon passenger request. Compensation shall be processed within 14 working days from receipt of the passenger’s request;
• Transportation vouchers, free-of-charge tickets, or other service credits accepted by the passenger.

Designated locations for providing compensation include:

• The airport at which the denied boarding occurred;
• Sun PhuQuoc Airways branch or representative office as agreed with the passenger when check-in occurred at a non-airport location;
• The bank account provided by the passenger when selecting a transfer method.

2.1. For delays or disruptions of 15 minutes or more, or for early departures, Sun PhuQuoc Airways shall:

• Provide passengers with relevant flight information, including: flight number and routing; reason for delay, early departure, cancellation, or disruption; estimated departure time or revised operational plan; passenger service arrangements; and the location and identification of passenger assistance points;
• Issue an apology to affected passengers.

2.2. For delays, disruptions, cancellations, or early departures involving passengers with confirmed reservations, Sun PhuQuoc Airways shall:

a. Provide airport services

• Delays from 02 hours: drinking water;
• Delays from 03 hours: meals and beverages;
• Delays from 06 hours (07:00–22:00): rest facilities as permitted by airport conditions;
• Delays from 06 hours (22:00–07:00): sleeping/resting facilities or alternative arrangements with passenger consent.

c. Non-Refundable Advance Compensation

1) Compensation Levels

• For extended delays or cancellations on flights departing within Vietnam, compensation shall be provided in accordance with Circular No. 14/2015/TT-BGTVT as amended.
• For flights outside Vietnam, local regulatory requirements or the airline’s applicable regulations shall apply.
• If a flight is first delayed and subsequently cancelled, compensation shall be applied once only.

2) Sun PhuQuoc Airways is exempt from non-refundable advance compensation for cancellations or extended delays caused by any of the following:

• Weather conditions affecting safe operations;
• Security risks affecting safe operations;
• Decisions of competent authorities preventing or delaying the operation;
• Passenger medical emergencies (serious illness or death after boarding);
• Sabotage involving the aircraft or fleet;
• Armed conflict, political instability, or strike action affecting operations;
• Airport infrastructure or air navigation service limitations that impede safe operations;
• Technical malfunctions occurring during aircraft operation, from aircraft acceptance by the Pilot in Command to flight completion;
• Reaccommodation resulting in arrival within 4 hours of the originally scheduled arrival time;
• For connecting passengers: reaccommodation resulting in arrival within 6 hours of the scheduled connection arrival time;
• Other force majeure circumstances.
• Exemption applies if the carrier proves that:

• The passenger was notified verbally, by SMS, email, or telephone at least 24 hours prior to scheduled departure. Telephone notification must include two attempts between 07:00–22:00, spaced 20 minutes apart if the first attempt fails;
• The passenger failed to provide required contact information;
• The carrier was unable to contact the passenger through the registered information provided.

• Exemption applies to passengers traveling on free tickets; industry discount tickets; agent discounts; or complimentary partner tickets.
• Exemption applies where the passenger fails to present themselves for check-in at the airport or agreed check-in location.
• Exemption applies where the passenger voluntarily relinquishes their confirmed reservation.

3) Methods and Timeline for Compensation

• Cash;
• Bank transfer or intermediary payment service within 14 working days from receipt of the passenger’s request;
• Transportation vouchers, free-of-charge tickets, or equivalent services accepted by the passenger.

4) Locations for Providing Compensation

• At the airport where the flight is cancelled, or the departure/arrival airport in cases of extended delay;
• At Sun PhuQuoc Airways branches or representative offices when check-in occurred outside the airport;
• To the bank account provided by the passenger when selecting a transfer method.

5) Compensation Timeframe: If compensation is not received or the amount is disputed, passengers may submit a written request within 90 days from the scheduled departure date. Sun PhuQuoc Airways shall respond or process compensation within 07 days from receipt of the request.

d. Ticket Refunds: For delays or early departures of 04 hours or more, cancellations, or alternative flights departing 04 hours earlier/later, or cancellations without replacement flights preventing travel, Sun PhuQuoc Airways shall process a full refund or refund the unused ticket portion, either at the airport or at designated offices/agencies. Refund provisions include:

• Waiver of refund restrictions and refund fees (if applicable);
• For unused tickets: refund equals the amount paid, including fare, taxes, airport charges, security screening fees, passenger service charges, and applicable surcharges supported by valid documentation;
• For partially used tickets: refund shall not be lower than the difference between the amount paid and the value of services already used.

Passengers may refer to the following legal instruments:

• Vietnam Civil Aviation Law
• Circular 36/2014/TT-BGTVT
• Circular 81/2014/TT-BGTVT
• Circular 14/2015/TT-BGTVT
• Circular 21/2020/TT-BGTVT
• Consolidated Document 44/VBHN-BGTVT
• EC Regulation 261/2004
• Sun PhuQuoc Airways Conditions of Carriage