Cancellation / Change Policy
CANCELLATIONS BY CUSTOMERS
In case of flight cancellation by Customers, we have below cancellation policy accordingly:
DELAYS AND CANCELLATIONS BY WEATHER OR HAI AU AVIATION
Hai Au Aviation is committed to providing passengers with safe and complete flight experiences. However, in some unavoidable circumstances, flights may be delayed, canceled, or rescheduled for safety reasons.
1. Reasons for Flight Delays or Cancellations
• Adverse weather conditions such as strong winds, limited visibility, heavy rain, or dense fog.
• Technical factors affecting aircraft operational capability.
• Air traffic congestion or other aviation operational factors beyond control.
Among these, unfavorable weather, especially in Northern Vietnam, is the most common cause of delays or cancellations.
2. Aviation Safety Standards
• For safety purposes, our seaplane pilots operate under Visual Flight Rules (VFR), meaning clear visibility is required for navigation.
• Our pilots and ground operational team continuously monitor weather conditions closely to make the best decisions.
3. Passenger Support Solutions
In cases of flight delays or cancellations due to weather or other safety reasons, Hai Au Aviation will assist passengers by:
• Arranging alternative flights when conditions permit.
• Offering refunds or ticket changes free of charge according to the specific policy at the time of cancellation.
As a reference below is the typical weather situation in Northern Vietnam by month and estimates of the probability of flight cancellation:
Many passengers often ask, “The weather at the departure point is fine – why was the flight canceled?”
Weather conditions in Northern Vietnam can change rapidly and vary significantly over short distances, even within a few kilometers. There are cases where:
• The weather at the departure point may be very good, but the flight path does not meet the airline’s safety standards.
• The sky may seem clear at one location, but just a few kilometers away, visibility can be limited due to fog, rain, or strong winds.
• Sometimes, the weather at the departure point may not be favorable, but a short distance away, the sky is clear, and visibility is wide.
Flight Cancellation Notification Time:
• We will strive to notify passengers at least 2 hours before departure if the flight is canceled, allowing enough time to arrange alternative travel options.
• However, due to the possibility of sudden weather changes or other unforeseen circumstances occurring at the last minute, the flight may still be canceled within 2 hours before departure.
How to Receive Flight Updates:
• Passengers will receive weather updates via email, phone, or text message. Therefore, please ensure your contact information is accurate when booking your ticket.
• For quick updates, passengers can call the booking hotline at +84 (0) 962 960 689 or +84 (0) 919 136 089.
Solutions for guests when cancellations/delays happen:
Email Us
Whether it’s your first time flying with us or you’re one of our familiar faces, we encourage you to make use of our contact forms below to connect with the appropriate department. We’d like to hear from you!