On April 2 Van went to check in at the Vietjet desk at Da Nang International airport but was told she would not be allowed to board because of her severe mobility limitation, of which she had failed to notify the airline. A representative said she should have not been accepted for travel on her outbound flight and would have to purchase another ticket on Vietnam Airlines in order to return to Hanoi. The Vietjet representative added that Van could not be taken via ambulift to the remote stand where the aircraft was parked for "safety reasons."
The CAA reviewed the passenger's complaint and ruled that Vietjet's employees breached national rules. Both employees were fined the highest civil penalty, that of VND 5m (US$233). The average monthly salary in Vietnam is approximately US$150.
