HÀ NỘI —The National Competition Commission has worked with Bamboo Airways following consumer complaints over delays in refunds for cancelled flights. The airline said it would prioritise resources to receive, review and process passengers' refund requests.

Bamboo Airways also committed to improving transparency in its communications and providing passengers with timely information and guidance on their legal rights when flights are cancelled, the commission said.

Passengers whose flights have been cancelled and who wish to seek a refund should submit requests through the airline's designated refund channels.

Those who bought tickets directly through Bamboo Airways' website, mobile application or ticket offices can follow the carrier's published refund procedures. Passengers who purchased tickets through travel agents or other intermediaries should contact the original ticket issuer directly to request a refund and receive further instructions.

The commission also advised consumers to retain booking confirmations, flight cancellation notices, refund requests and records of communications with the airline or ticket seller. These documents can help them track their claims, verify information and provide evidence in the event of a dispute.

Consumers whose rights are affected should first seek to negotiate directly with Bamboo Airways or their ticket agent. If necessary, they may contact local departments of industry and trade, the Vietnam Consumer Protection Association or local consumer rights protection organisations for support.

In late July, Bamboo Airways acknowledged a series of flight delays and cancellations and said it would refund affected passengers. The carrier said refunds to the original payment account could take up to 90 working days after it confirmed receipt of a complete and valid request. VNS