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“Irresponsible airline without any hospitality”
Review of Vietnam Airlines


Reviewed 25 April 2024

Airline who never want to apologize for their system error and human error. Their customer care system failed, due to this, cannot manage my booking online and have to call unreachable call centers due to high traffic less staff working. Cannot amend my flight just by call, have to email to online support department such a stupid system. How stupid VN air higher management doing? They never streamlined the customer service. Due to customer care system failed, online support department is busy took 4 days to reply my email but call center said normally they reply 1 hr. They held my booking which i want to change to and i saw it confirmed online. However, VN air stupidly release my hold booking saying its full. Then, me and my gf need to call VN air again and again and again so many times talking them total 2 hrs, but what they say is just wait. What?! its 1 day before the flight. Super irresponsible and no one explained real situation and no one responsible. Myself and my gf were so angry and so fed up and almost gave up. Then they finally confirmed my flight amended like 0.75 day before... I am now on that flight however 3B, 4A 4B, 7A 7B, 15C 15D are empty. How 7 seats available but they insisted saying its fully booked?! I live overseas for 20 yrs flying around so i know how real fully booked flights are usually. VN air is not sincere, irresponsible, no hospitality, no apology, lots of system and human error, the worst of the worst airline ever. Its even worse than budget airlines. I have to use it time to time in VN but they are seriously insane and I dont wanna use it at all.

Date of travel: April 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
2  Thank SPUplifting
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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Reviewed 24 April 2024

Second time flying Vietnam Airlines (6 mths since last flight in Oct '23) and there's worrying signs of a decline in standards. Multiple seatback entertainment systems were not working (including mine) and the standard of food had definitely dropped off in the last 6 mths since I flew with them. The food on Bangkok Airlines in July '23 was far better! I actually couldn't finish one of the meals on this Vietnam Airlines flight, it was dry and inedible. The flight attendants are still great and definitely the highlight of the experience, they're very helpful and friendly, but it seems aircraft inflight entertainment systems are not being maintained and food quality is going backwards. If I'm not getting good food and inflight entertainment what am I paying for?! May as well save money and go with VietJet!

Date of travel: April 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
Thank AussieRickB
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 24 April 2024

Considering it was a 1 hour internal domestic flight, we paid quite a premium to take Vietnam Airlines, hoping for consistency and quality. VNA delivered neither. Just booking was an ordeal, even directly using their app failed again and again. Customer service chat was so unhelpful it felt like we were talking to an untrained chatbot with a Google translate layer in between.

Arrived early at the airport and met with an email notification of a 2 hour delay. At least we had lounge access to fortify ourselves with food. Then came another delay of several more hours. Wasted half of our daylight hours at the airport instead of enjoying our destination.

By way of apology VNA offered everyone drink vouchers for one of the airport cafes. Nice. Only they weren't good for any poured, brewed, or squeezed drinks. Just redeemable for a selection of canned sodas, the same selection we already had at the Lotus Lounge.

Actual flight was so short it's hard to really judge. Despite being a newer plane, one of the seat pockets was broken, and some areas left dirty. Really need to up their maintenance efforts.

Phu Bai had a small but very lovely lounge with great beverages. The staff took down our flight numbers, and called us when it was time to board. Return trip was in business class, and fortunately on time. Even on a short flight, we were pleasantly surprised to be served some light refreshments.

Overall not worth the cost and delays. Budget carrier performance at a premium carrier price.

Date of travel: March 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • Value for money
    • Check-in and boarding
1  Thank Tmai10903
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 April 2024

This is not only for this flight but overall comment of Vietnam airline. This airline is the worst of the worst full service airlines. Some of budget airlines like HK Express, Peach Aviation, Airasia, Bamboo Air, Viet Jet air are doing better.

If had issue with their official website for managing booking due to their customer care system malfunctioned. I couldnt amend my booking so I needed to call worst service customer call center. Operator said she would hold another flight for me and I saw that on my booking page as CONFIRMED. VN air customer service is horribly complicated, there are 2 department of onlinesupport department and call center. So I was asked by call center to email onlinesupport department for request. And PIC said i should get email 1 hour later, but not. I called them few times, but no answer for 4 days. Then, they released hold booking without my permission and all of sudden my another flight is sold out already. How irresponsible, horrible, chaos airline.

I used almost like 25-30 sections in VN air (inc 5-6 business class), used VN air lounge many times by Priority Pass, called their customer center time to time. Flew domestic, international short to middle distance. I can clearly say VN air is the worst of the worst full service airlines. NEVER USE IT!

Date of travel: April 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
1  Thank VNHigher
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 23 April 2024

Just wanted to share my experience with Vietnam Airlines.
Flight was due to leave Paris Charles De Gaulle on friday at around 13:30, arrived at the airport around 10:00. There was a delay on the flight due to technical difficulties.

Around 17:00 we got news that the technical issues would not be fixed and that the flight was postponed to saturday and we had to be present ourselves the next day at the check-in counter at 9:30. We received a hotel voucher, but did not receive our luggage back.

The next day I was present at 9:30 for check-in, and there was an endless line of people there (only 3 check-in counters were opened for the delayed flight), luckily I had a business class ticket and could skip the line. I specifically asked if everything was allright for the connecting flight in Ho Chi Minh and the lady behind the counter called Vietnam Airlines and they said "yes everything is allright put him on the plane we will hand over his boarding ticket for the flight to Perth in Ho Chi Minh City".

So I boarded the plane, thinking everything was going to go smoothly from there on. But when I arrived at Ho Chi Minh City I had to go the transfer desk, alongside 100 other people who had a connecting flight... Apparently they had done nothing for any of the passangers with connecting flights, and only 3 counters were open for taking care of all those urgent problems. Many people were stranded there (for the second day in a row), but since they assured me my flight was ok and my flight was only 9hrs later, I waited till all the urgent matters were attended to.

Once 80% of the people were helped (or not) I asked how about my ticket to Perth, and then got the bad news, the flight of today was cancelled sir, we will give you a hotel voucher and you can catch the flight of tomorrow (32 hours later)... By this point I was boiling inside. I asked if there were no other flights they could arrange for me and they said no, we can give you a flight to Sydney or Brisbane instead of Perth (the other side of Australia...), but i politely declined.

Since there was no wi-fi on the airport of Ho Chi Minh City I bought a sim-card of one of the 5 shops in the arrival hall (I felt ripped off once more). Once I had internet I started looking for flights that left for Perth from Ho Chi Minh City later that day. Vietjet was flying at around midnight. So I went to the woman from Vietnam Airlines responsible for the transfer desk and asked if I could book another flight and if I could get my luggage. She said yes no problem, if you want to book another flight that's all right for us.

Strange that they did not propose this themselves considering I was flying business and the flight from Vietjet was very cheap and I had already had to wait 1 day in Paris... Waiting 1 more day in Ho Chi Minh City was really not an option since I had a whole journey/tour planned in Australia.

I only arrived in Perth 2 days later, so 2 hotel nights I had prebooked were also lost in the meantime.

But I enjoyed my time in Australia nonetheless and tried to forget all the troubles regarading the flights.

Then came the time to leave Perth to head back to Europe, I thought to myself what could possibly go wrong on the way back that is even worse than coming in...

But when I got to the check-in counter in Perth and gave my passport, the lady at the check-in desk said sir strange, we can't seem to find you in our system. I showed them my e-ticket on my phone. She looked further, then took a peice of paper on which my name was mentionned and said oh yes sir, we found you. Just a moment. A few moments later I noticed that my ticket mentionned row 16, so I headed back to the check in desk to say I was a business traveller. They again apologized and gave me a business ticket on row 1 or 2, I can't remember.

I passed the security check and was waiting in the VIP lounge, happy to be finally heading home. Enjoying the tranquility of the VIP lounge. But then suddenly one of the staff members of the VIP loung told me that there was an emergency and I had to go back to the check in gates... By that point I started to panic, thinking the only emergency there can be is that they won't let me leave.

I went back to the check in desk and the responsible for Vietnam Airlines said that his colleague made a mistake and that she should not have given me the ticket. That since I did not cancel my flight from Ho Chi Minh City to Perth and I was in their system as a NO SHOW, they voided (cancelled) my tickets back from Perth to Paris! I told him that his colleague in Ho Chi Minh assured me that I could book another flight and that everything was all right. But after loosing my cool and shouting and cursing around for fifteen minutes, the responsible said there was nothing he could do for me and that I had to contact my sales agent 2 days later to see if there was anything he could do for me.

There I was, in Perth, at midnight, not able to board my flight back home... I called around a little, and my dad said just open skyscanner and book another flight home, and we'll see how we can recoup some money when you get home.

All said and done, I booked another flight, all those things together cost me a ton! And afterwards I tried getting in touch with Vietnam Airlines, my booking agent, Travix, ... to get back some of the money I lost on hotels, airline tickets, food, ... But after 3 weeks I heard nothing from Vietnam Airlines as of yet...

Horrible service, how they did nothing for all those passangers stranded in Ho Chi Minh, a guy who had to go to Japan was stranded there, someone who had to go to Cambodia as well, people flying to Australia, ... Many stranded passangers and they did nothing up front to try to resolve this issue before we hit the ground.

They cancelled the flight on friday around 17:00, and we landed in Ho Chi Minh 32 hours later than that... They could have looked into everything up front so that people would have their tickets ready when they landed in Ho Chi Minh instead of leaving it up to 3 people behind the counter that were doing all they could to fix the problem at hand instantaneously...

And then not giving me a ticket home while there was room on the planes... Horrible!

Pitty I cannot give 0 stars, but the one flight itself I did get on (from Paris to Ho Chi Minh City), was very good ;)

Date of travel: March 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank Christophe M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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