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How to handle flight delays, cancellations, and baggage problems at the airport

If you learn your flight is delayed or canceled, ask the airline counter for the reason and new departure time, and get rebooking or refund options by text or in writing. If your bag has not arrived or is damaged, report it at the baggage counter before leaving the airport and get a PIR reference number. Deadlines vary by airline; the stated guidelines are within 21 days for delayed baggage and within 7 days for additional reports of damage or loss.

At a glance

What should I check first if my flight is delayed or canceled?

Ask the airline counter at the airport for the reason and revised departure time, and get rebooking and refund options by text or in writing. Record the reason for the delay and the time you were notified; this can help with refund or compensation inquiries.

Under Vietnamese regulations, if a delay is expected, the airline must notify passengers of the reason and revised time, and update airport flight information screens at least every 30 minutes. Meals, drinks, and rest assistance apply to passengers with a valid ticket and confirmed booking who are at the airport.

What assistance can I get if the delay is long?

Under Vietnamese regulations, delays of 2 hours or more require drinking water or an equivalent voucher, and delays of 3 hours or more require a meal or a voucher of equal value. For delays of 6 hours or more, the airline must arrange assistance such as a place to rest or accommodation, depending on the time of day.

If the airline is responsible for a delay of 4 hours or more, you can request rebooking or rerouting within the airline’s service scope. If you do not want that, you may be eligible for a refund for the unused ticket or unused flight segment and advance compensation that does not have to be repaid. Check the reason for the delay.

SituationAssistance listed in the guidelines
Delay of 2 hours or moreDrinking water or an equivalent voucher
Delay of 3 hours or moreMeal or a voucher of equal value
Delay of 4 hours or more, airline responsibleMay be eligible for rebooking or rerouting, or a refund and advance compensation that does not have to be repaid
Delay of 6 hours or more, waiting between 7 a.m. and 10 p.m.A suitable place to rest, depending on airport facilities
Delay of 6 hours or more, waiting between 10 p.m. and 7 a.m. the next dayAccommodation suited to local conditions, or another agreed arrangement

How do I request a refund or compensation?

First contact the place where you bought the ticket. Korean Air advises that refunds for tickets bought through a travel agency or another airline, rather than directly through its official channels, should be requested from the seller.

Check your insurance certificate and policy terms for flight and baggage delay coverage and its conditions. An insurance claim may require supporting documents such as a copy of your boarding pass, receipts for expenses, and a flight delay confirmation.

How do I report baggage that has not arrived or is damaged?

If your checked baggage has not arrived or you find it damaged, report it at the airline baggage counter at your arrival airport before leaving. According to Vietnam Airlines, the report will be registered and a PIR and reference number issued.

A PIR documents the baggage problem and can support a later review of expense reimbursement or compensation. Keep your baggage tag, photos of the damage, and flight details as well.

What are the baggage reporting deadlines and required documents?

According to Vietnam Airlines, delayed baggage must be reported within 21 days of the date it should have been delivered. Additional information about damaged or lost baggage must be submitted within 7 days of that date. Korean Air also says to report delayed baggage within 21 days of the date it should have arrived at your destination, and requires the baggage tag.

Asiana Airlines advises reporting damage or partial loss within 7 days of receiving the baggage. Prepare your name, flight details, baggage tag, photos and a description of the damage, and details such as the brand and purchase price.

ProblemGuideline deadline and documents
Delayed baggageVietnam Airlines and Korean Air guidelines: report within 21 days of the date it should have arrived; Korean Air requires the baggage tag
Additional report for damaged or lost baggageVietnam Airlines guideline: submit additional information within 7 days of the date it should have arrived
Damage or partial lossAsiana Airlines guideline: within 7 days of receipt; passenger and flight details, baggage tag, photos and description, brand and purchase price

What to do in each situation

  1. Delay

    Ask the airline counter for the reason and new departure time, and record the instructions and delay duration. Ask about drinking water, meals, or rest assistance based on how long you have to wait.

  2. Cancellation

    Ask the airline about rebooking and refund options, and get the options and instructions by text or in writing.

  3. Baggage has not arrived

    Before leaving the airport, report it at the airline baggage counter at your arrival airport and get a PIR and reference number.

  4. Damaged bag

    Photograph the damage and report it immediately at the airport baggage counter. Keep the PIR and baggage tag, along with details such as the brand and purchase price.

Pre-departure checklist

FAQ

How many minutes late must a flight be to count as delayed in Vietnam?

Under a Vietnamese government decree, a flight is delayed if its departure is more than 15 minutes later than scheduled.

Can I get a meal if my flight is delayed by more than 2 hours?

Under Vietnamese regulations, delays of 2 hours or more qualify for drinking water or a voucher; delays of 3 hours or more qualify for a meal or a voucher of equal value.

Can I get a refund if the airline is responsible for a delay of more than 4 hours?

You can request rebooking or rerouting. If you do not want that, you may be eligible for a refund for the unused ticket fare and advance compensation that does not have to be repaid.

Can I report missing baggage after leaving the airport?

Report it at the airline baggage counter before leaving the arrival airport, and get a PIR and reference number.

How long do I have to report delayed baggage?

According to Vietnam Airlines and Korean Air guidelines, report it within 21 days of the date it should have arrived at your destination.

What do I need to report damaged baggage?

Have your baggage tag and photos of the damage ready. Asiana Airlines also lists details such as your name, flight, damage description, brand, and purchase price.

Official sources & check dates

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Site updated: 2026-10-28