Circular No. 36/2014/TT-BGTVT on the quality of passenger services at airports

CIRCULAR

Regulations on Quality of Passenger Services at Airports

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Pursuant to the Civil Aviation Law of Vietnam dated June 29, 2006;

Pursuant to Decree No. 107/2012/NĐ-CP dated December 20, 2012 of the Government stipulating the functions, tasks, powers, and organizational structure of the Ministry of Transport;

stipulating on air cargo transportation and common aviation activities (hereinafter referred to as Circular No. 81/2014/TT-BGTVT dated December 30, 2014), Circular No. 14/2015/TT-BGTVT dated April 27, 2015 issued by the Minister of Transport

The Minister of Transport issues this Circular to regulate the quality of passenger services at airports.

PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation

This Circular stipulates the minimum quality of services for passengers at airports.

Article 2. Applicability

1. Civil Aviation Administration of Vietnam, Airport Control Units.

3. Organizations and individuals related to the quality of passenger services at airports.

Chapter II

REGULATIONS ON THE QUALITY OF PASSENGER SERVICES AT AIRPORTS

Section 1

REGULATIONS ON THE QUALITY OF PASSENGER SERVICES

Article 3. Functional Areas in the Passenger Terminal

1. Functional areas in the passenger terminal include:

a) Area for necessary procedures according to the passenger service process, baggage;

b) Work area of state management agencies relevant to the operation function of the terminal at the airport;

c) Area for passengers who do not meet entry conditions for international airports;

d) Lost baggage area;

đ) Area for common counters and equipment providing general information guidance to passengers;

e) Medical assistance and initial first aid area;

g) Commercial and service area;

Article 4. Development of Passenger Service Procedures at Airports

2. The passenger service procedures at airports shall include the following main contents:

a) Passenger services at departure points;

b) Services to escort passengers to aircraft;

c) Services for passengers of delayed, interrupted, or canceled flights;

d) Services for passengers using special services;

đ) Services for passengers and baggage at arrival points and connecting points.

3. The passenger service procedures at airports and any amendments or supplements (if any) must be submitted to the Civil Aviation Administration of Vietnam and Regional Airport Control Units for supervision of implementation.

Article 5. Passenger Services at Departure Points

a) Ensuring floor space for the check-in area and minimum circulation space of 1.2 square meters per passenger during peak hours according to the terminal's operational limits;

b) Providing sufficient check-in counters for airlines based on the airlines' requirements and in accordance with the infrastructure at the terminal;

c) Providing sufficient signage in Vietnamese and English (using electronic boards, screens, or hanging signs) to display flight information, estimated counter closure times; notices guiding passengers about prohibited hazardous items in carry-on luggage and on board, and necessary documents when traveling by air according to aviation security regulations at check-in counters;

d) Ensuring floor space for the waiting area at boarding gates and minimum circulation space of 0.6 square meters per passenger during peak hours according to the terminal's operational limits;

đ) Arranging seating capacity at the airport as follows: ensuring at least 5% of the total number of peak hour passengers according to the terminal's operational limits in the check-in area; ensuring at least 70% of the total number of peak hour passengers according to the terminal's operational limits in the waiting area for boarding; arranging separate seating for elderly, pregnant women, and disabled persons.

2. Airlines shall be responsible for:

a) Arranging the number of check-in counters for flights: ensuring no more than 25 passengers per counter for Business Class; ensuring no more than 40 passengers per counter for Economy Class. This regulation does not apply to airports that implement a common check-in system for multiple flights;

b) Providing information to airport enterprises for displaying flight-related information;

c) Arranging hand luggage size measurement frames for passengers at check-in counters and departure gates;

e) Specifying in the carriage regulations and publicly listing restricted items for transport outside the list of dangerous goods prohibited from air transport according to the law;

Article 6. Passenger boarding service

1. The airline shall be responsible for:

a) Specifying the content of services for passengers requiring assistance, passengers with disabilities, sick passengers, elderly passengers, passengers traveling with children, pregnant women, and unaccompanied minors in the passenger boarding process;

b) Coordinating with airport enterprises and ground service technical support service providers to announce information at the boarding gate in both Vietnamese and English regarding flight information, boarding gate number, boarding time, boarding gate closing time, and a notice board guiding passengers on prohibited dangerous goods and luggage items;

c) Announcing and implementing the boarding gate closing time not more than 15 minutes before the scheduled departure time;

đ) Notifying and arranging staff to guide passengers and display updated departure gate information at the original departure gate for flights changing departure gates;

2. Ground service staff must be present at the boarding gate and prepare all necessary equipment and tools for passenger boarding before announcing the acceptance of passengers at the boarding gate;

1. The airline must provide information about the flight status to the airport enterprise, passenger terminal service provider, ground service technical support service provider, and civil aviation authorities at the location where the flight delay or cancellation occurs; arrange staff to notify and organize the provision of services that passengers are entitled to according to regulations, address passengers' concerns and needs based on the actual situation at the airport and legal provisions;

2. In cases of planned delays or interruptions of 15 minutes or more compared to the scheduled flight time, the airline shall be responsible for:

a) Notify passengers of flight-related information, specifically: flight number and route; reason for delay or interruption; expected departure time or alternative flight plan; passenger service plan; passenger assistance department (location, identification mark);

b) Apologizing to passengers.

3. In cases where passengers have been confirmed on a flight but the transportation is delayed, interrupted, or cancelled, the airline shall be responsible for serving passengers according to the following provisions:

a) A delay of two hours or more requires the provision of drinking water;

b) A delay of three hours or more requires the provision of meals;

c) A delay of six hours or more (from seven o'clock to before twenty-two o'clock) requires arranging suitable accommodation based on the actual conditions of the airport;

d) For delays of six hours or more (from 10 PM the previous day to before 7 AM the following day), appropriate accommodation or rest facilities must be arranged based on local conditions or alternative solutions if agreed upon by the passengers;

đ) Re-routing the passenger's journey within the scope of the airline's service provision to ensure the passenger reaches their final destination as quickly and conveniently as possible;

4. The airline is exempted from fulfilling obligations under points b, c, and d of Clause 3 of this Article in the following cases:

a) Weather conditions affecting safe flight operations;

b) Security risks affecting safe flight operations;

c) Flights cannot be operated due to a decision by a competent state authority and not due to the carrier's fault;

5. Providing the services stipulated in this Article does not limit the airline's other obligations when transporting passengers as required by law;

6. The airport enterprise must organize or require the food and beverage service provider to supply meals to passengers at the airport in cases of flight delays, interruptions, or cancellations, in accordance with the actual conditions of the airport based on the concession operation contract.

Article 8. Services for passengers using special services

1. Airlines shall not charge fees for the following special services:

a) Wheelchair service at the airport terminal;

b) Service for elderly, visually impaired, and hearing-impaired passengers.

2. Airlines must provide specific and clear information about the service procedures, rights, and obligations of passengers when purchasing tickets with the need to use special services.

Article 9. Services for passengers at destination and connecting points

1. The airline shall be responsible for:

a) Regulations on serving passengers during temporary stops and connections in the service process at the destination and connecting points;

b) Arranging staff to care for and support elderly, disabled passengers, and passengers using wheelchairs;

d) Ensuring passenger transportation according to the scheduled route;

đ) Establishing departments and areas to handle baggage complaints at airports, coordinating with airport enterprises to ensure there is a clearly visible signage system leading to these areas.

a) Arranging information systems and signs within the terminal to guide passengers to areas for entry formalities, customs clearance, and baggage claim;

b) Arranging staff and baggage conveyor belts to ensure baggage release for arriving flights as follows: for international flights, the first piece of luggage should move to the end of the conveyor belt within 20 minutes from being placed at the beginning of the conveyor belt, except in cases not due to the fault of the airport enterprise; for domestic flights, the first piece of luggage should move to the end of the conveyor belt within 10 minutes from being placed at the beginning of the conveyor belt, except in cases not due to the fault of the airport enterprise.

3. Ground commercial technical service providers must arrange staff and means of transporting luggage to ensure that the first piece of luggage is placed at the beginning of the conveyor belt within 15 minutes from the time of aircraft boarding completion, except in cases not due to the fault of the ground commercial technical service provider; the last piece of luggage should be placed at the beginning of the conveyor belt within 35 minutes from the time of aircraft boarding completion, except in cases not due to the fault of the ground commercial technical service provider.

Article 10. Basic services at the terminal

a) Providing adequate equipment, signboards, and broadcasting systems displaying flight information and passenger information at the terminal. Depending on the actual conditions of the airport, the airport enterprise must arrange one or more information counters with staff to assist passengers;

b) Arranging security check-in areas at the departure terminal, staff, and X-ray machines to ensure security check procedures including queue time for one passenger not exceeding 15 minutes, except in special cases decided by the Ministry of Transport;

d) Arranging sufficient and convenient trolleys to meet passenger needs;

đ) Organizing traffic systems and restroom areas for people with disabilities;

e) Ensuring cleanliness and civilized environment in departure and arrival terminals; restroom systems meeting standards based on the design capacity of the terminal;

g) Arranging smoking areas in isolation zones of the terminal;

h) Arranging free water counters in isolation areas of departure and arrival terminals;

h) Arranging free water counters in the isolation area at the departure and arrival terminals.

3. Ground commercial technical service providers at airports must ensure equipment to meet the needs of wheelchair use in departure and arrival terminal areas; they must have passenger lift vehicles for wheelchair users to board aircraft.

Article 11. Non-Aviation Services

1. Enterprises providing non-aviation services shall be responsible for:

a) Displaying prices, publicly disclosing origin, and ensuring food safety at easily visible locations and complying with relevant legal regulations;

b) Ensuring the provision of essential goods and non-alcoholic beverages in quarantine areas at reasonable prices that align with the general price level of each airport.

Section 2

PROVISIONS FOR ENTERPRISES AND STAFF OPERATING AT AIRPORTS

1. Airlines, airport enterprises, ground service technical support service enterprises, and non-aviation service enterprises shall be responsible for issuing Labor Discipline Regulations, which include provisions on forms and levels of discipline for staff who violate regulations regarding attitude when directly interacting with passengers.

3. Airlines, airports enterprises, passenger terminal service enterprises, and non-airline service enterprises shall be responsible for publicly posting hotlines on their own websites and at airports.

Article 13. Staff Operating at Airports

1. Staff directly interacting with passengers must have courteous, attentive, respectful, and open-minded attitudes, especially in addressing passengers' concerns, complaints, and suggestions about the quality of air transport services during the provision of such services; they must remain calm and resolute in dealing with passengers exhibiting aggressive behavior that disrupts the operations of organizations and individuals at the airport.

2. Staff directly interacting with passengers must wear appropriate uniforms based on the characteristics and nature of their service-providing units; they must wear employee identification badges during work hours and security control badges when working in restricted areas of the airport.

Chapter III

IMPLEMENTATION

Article 14. Responsibilities of the Civil Aviation Administration of Vietnam

1. Implementing this Circular and reporting to the Ministry of Transport on the implementation status of this Circular.

2. Inspecting and requiring compliance with passenger service procedures as stipulated in Article 4 of this Circular.

4. Strictly handling enterprises that fail to comply with the provisions of this Circular.

Article 15. Responsibilities of Civil Aviation Authorities

1. Implementing this Circular.

2. Supervising the compliance with service quality standards of airlines and service providers according to passenger service procedures stipulated in Article 4 of this Circular.

3. Directly monitoring all cases of delayed, interrupted, or canceled flights to promptly require airlines and related service providers to fulfill their obligations as prescribed by law.

Article 16. Effective Date

5. Supplement Appendix 32 to Circular No. 46/2012/TT-BGTVT as stipulated in the attached Appendix of this Circular.

Article 17. Responsibility for Implementation

The Chief of the Ministry’s Office, the Chief Inspector of the Ministry, the Heads of Departments, the Director of the Civil Aviation Authority of Vietnam, the Heads of agencies, organizations, and individuals concerned are responsible for implementing this Circular./.