This is the very first time I ever heard of an airlines holding my funds in my bank account even after they have deducted the flight ticket fees. Been calling and sending email to their company for numerous times but no action been taken still. They take this issue for granted even after I request to release my fund urgently. Disappointed with their services.
Robert Hale
2.0
I upgraded to business on my return from Saigon to London Heathrow on VN 51 00.45 Saturday 28th July 2018 . The plane was dirty. The crew paid little attention to passengers. The food was not good. Finally the bags took more than one hour to arrive on the carousel at Heathrow. With the business class bags arriving last. This resulted in an extra £20 in taxi fare due to waiting times.
A very disappointing experience.
Robert McFarland
5.0
I was transferring my Vietnamese cat from Hanoi to Ho Chi Minh city for my job relocation. At the airport, the attendant told me that I had to wrap my animal cargo container in cellophane wrap at a kiosk next to the Vietnam airlines check-in counter. I informed the individual that the animal would have a most difficult time breathing and would most likely not like to have the crate stood on the ends and sides while the machine spun the animal around whilst applying the wrap. This seemed a difficult thing to comprehend for the attendant. I persisted and then told the animal would be taken care of and I should just go and get on the plane.
After arriving in Ho Chi Minh city, I asked where I could pick up the cat and they said that it would be located on the baggage carousel. Sure enough it was located traveling on the carousel with the other baggage. The crate had been secured with four plastic zip ties and the animal arrived pretty well intact.
Please advise the staff on how to procure the animal crates.
Maria Prioriello
3.0
We flew Melbourne HoChi Minh and no complaints, but Hanoi -Ho chi Minh Ho chi Minh _ Melbourne i was not impressed. Flight 259 & 781
I have an Anaphylaxis reaction to all seafood including fish sauce. i made your airline aware before travelling and your head office said that i was to tell the steward onboard. When the meals came round, it was with pork or chicken with salad and rice. i asked your staff did it have fish sauce and they told me to smell it. i showed the stewardess a card that i carried all through our holiday in Vietnam and she “fobbed’ it off. As i started eating i thought the salad could have fish sauce..so i told another stewardess who informed me that 80 per cent of vietnamese food had fish sauce and that it could..she was not impressed with what had happened so she took it as far as letting my next flight crew know and to be aware.
When the meals where served on the next flight, my seat was 10F i was advised by the steward to eat the asian option on the Premium Economy menu as it didn’t have fish. once again on smelling the salad i thought that it had fish sauce so i asked and the steward said he didn’t know ..,.Furious i asked for the head steward who apologised…It is absolutely abhorrent that your crew take anaphylaxis so lightly. Furthermore i have flown Singapore Airlines a number of times..when i board they put a sticker on my seat and have a meal ready for me and everyone else with issues…their staff and head office care enough to make the flight as safe as possible.
You need to re educate your staff on these issues….a mistake happens once not twice!! Are your passengers your first priority????
James Crowe
5.0
Dear CEO of Vietnam Airlines
This is a complaint about your relationship with Sky Team lounge in Sydney.
On 23/03/18 I was checking in at the Vietnam Airlines gate 37 at Sydney airport for my flight (VN772) to HCMC.
The man (Barry) who was checking me in at gate 37 suggested that I go to the Sky Team Lounge and wait for an hour. I had and still have a boarding pass with the red stamp “Sky Priority”.
I proceeded to the lounge and tried to check in with “Lillian” who was speaking on the telephone. During my wait for her attention Lillian and I were joined by another customer Mr. Joshua Mxxxx. (I will be happy to provide his full name and contact address confidentially.)
Lillian advised me that I needed a specific number. When I advised I was not given a specific number Mr Mxxxx stated that he would take me in as his guest. Lillian looked at his documentation and he then suggested that he had to go to catch his plane and that I could enter in his place.
At this point I asked Lillian, “Can I go in?”. Lillian responded, “Yes”. Mr Mxxxx will vouch for this verbal transaction.
However, Mr Mxxxx’s flight was delayed and after confirming with Lillian he entered the lounge to get a glass of water.
He and I sat down together and spoke for approximately 10 minutes before Donna (the manager?) came up to me and insisted that I had NOT shown Lillian my boarding pass and had not been given permission to enter the lounge. I pointed out that this information was incorrect.
Donna stated; “You have to show your pass before you get a feed!”
Donna insisted that I had to give my boarding pass to her again. I refused, and Mr Mxxxx and I left the lounge. Mr Mxxxx stated to me words to the effect that he had never experienced such rude service.
I maintain that:
1. I was referred to the lounge by the Vietnam Airlines check in official at Gate 37, (Barry).
2. I was invited into the lounge by Lillian – Mr Mxxxx can confirm this.
3. I gave my gate pass to Lillian as she asked – Mr Mxxxx can confirm this.
4. “Donna” the manager was officious and rude. And insisted that I had not shown my gate pass. Mr Mxxxx can confirm this statement is incorrect.
5. I was very embarrassed by the incident, and I suggest that Mr Mxxxx was also embarrassed.
I travel to Asia once a month, normally on premium economy or business. I am thinking of changing my gateway carrier to Asia from Cathay to Vietnam Airlines. I have to travel to BKK and S’hai/BJ in the next 3 weeks and will be booking through HCMC with Vietnam Airlines.
I find Vietnam airlines has excellent planes, good prices and times, pleasant though understated staff and allow me to catch up with friends in HCMC
But I must express my serious reservations about your relationship with Sky Team.
Please note that I advised the Vietnam Airlines manager in Sydney, Mr Nguyen and Barry of this incident.
Kind regards James Crowe
John Lauwerys
1.0
We took a Vietnam Airways flight on 10 February, VN1373, from Hue to Ho Chi Minh City and checked in two bags at the business class check in desk although we had economy flights. The bags went on the belt through to the loading area and we went to the queue to go through security. About five minutes later the man who had checked in our bags found us in the queue and asked us to follow him as there was a ‘problem’ with one of our bags. We went to loading bay area where he showed us damage to one suitcase. It was clear to us that the case had been dropped onto two of the wheels and had cracked at both corners. He did not say much and appeared not to speak English well.
He presented us with a slip of paper which he asked us to sign. The paper was folded and stapled so we could not see the full wording above the signature box. Of course with the benefit of hindsight we should have asked to see the full wording and checked as to why we were being asked to sign a paper. We mistakenly thought it was an acknowledgement that our suitcase had been damaged in the loading bay and we asked how we could deal with a claim for the damage. He said we should go to the Vietnam Airways desk in Ho Chi Minh City when we arrived..
When went to desk and opened up the stapled slip we realised we had been tricked into signing a statement that the suitcase was already damaged when we checked in which was Absolutely NOT true. The staff said they could do nothing because we had signed a declaration that the damage was already present when we arrived at the airport.
This is a shocking story and we feel we must make a formal complaint about the trickery we were subjected to, a terrible experience on what was otherwise an excellent holiday in Vietnam.
Ms Diane Frank
5.0
Flight no: VN51
Date: Wednesday 10th January 2018
Destination: Ho Chi Ming to London Heathrow
Flight duration: 12 hour
Seat number:32k
I am writing to you to complain about my very uncomfortable flight.
This was due to an extremely large man who sat next to me on the aisle seat.
I was travelling with my partner and we decided that I would take the middle seat as I frequently use the toilet.
Firstly when seated, the gentleman asks the stewardess for an extension for his seat belt, which he still could not fasten travelling the whole journey without a seat belt. Because of his size he was actually over flowing into my seat.
My arm rest, with all my control panel was not visible due to his stomach covering it so I could not use this facility. He was also in my leg room area.
As this was a night flight I thought I would be able to recline my seat to get some sleep even though I was positioned at a angle (slanted) so I would not be touching the gentleman as he was in my personal space. I could not recline my seat as he was so large and overflowing on to my back rest, my seat would not go back.
Usually I visit the toilet often because I drink a lot to keep hydrated and to stretch my legs to stop thrombosis. I did not drink much knowing I would not be able to use the toilets as I noticed when this gentleman first got into his seat he has trouble doing this. When this gentleman finally decided to use the bathroom both myself and my partner went to the toilet (only once) as we thought this was our only opportunity.
When the meal services(2) was delivered this gentleman could not use or reach the tray table that holds the meals due to his size. He balanced and eat his meal off his stomach. Several times I had to move further over next to my partner to avoid getting hit by his elbow in the face.
This man should have paid for two seats on this flight. I paid for a full seat and ended up with half a seat. I experienced side pains (from leaning over ) plus pain in my legs due to restrictions.
Could you imagine being on a 12 hour flight having to lean throughout the flight?
I am very unhappy with this unpleasant experience. This is the first time I have traveled with your airline and I had a very good inward journey.
Please could you explain how this could happen? If there was an incident or emergency my life plus my partner was definitely in danger. Surely this is unsafe? What are your policies? Is there not health and safety regulations to protect myself and this gentleman?
Michael O'Connell
1.0
I am writing to complain about the unbelievably bad manner in which my lost bag has been dealt with by the airline. I flew into Hanoi and landed at 5am on the 5th of January. I approached the desk and was given $30 for the delay which I was happy to receive considering most bags are returned within 2 days. I left the dealing with the complaint in the airlines hands as I expected that they would do their best. On the morning of the 7th I called the airline and they said they did not know where my bag was. They could not explain the steps that had been taken to look for the bag but did give details of an untagged bag. I told them that it was not my bag and to get back to me with details of steps taken. No call back. I tried to call maybe 5 times on the 8th but could not get through. Eventually, I did only to be told that they had found a bag and had sent an email. I looked at my email and there was no email received. I called back a few times again and eventually got them again. They then sent the email. It was the exact same bag that had been described to me on the phone. I replied to the email later that evening (the 8th) and said as I had told them the day before that was not my bag. I put in the email as much detail as I could to describe the bag including brand, tag which I use to recognise the bag and goods. Today the 9th, I called up lost and found several times again and eventually got them this evening. They again tell me they have sent an email referring to the day before’s email and that they want to see if a bag is mine. I told them as I did on the 7th and 8th that the bag they are describing is not mine. I point out that I sent them an email and they act surprised and then advise that they see my email. I ask them to forward the email to Heathrow and they just say that they will call me back. I do not expect I will receive a call back. In summary, nothing has been done about my bag by Vietnam Airlines and their lost and found section rarely answer calls.
Would strongly reconsider booking a flight with them again.
Pratap Hazra
5.0
We had a flight from Vietnam to KUL via VN0675 ; passenger Name : Shalini Chaturvedi and Pratap Hazra; and then a conneting Air Asia flight from KUL to Chennai India. Vietnam airlines clarified that the same is not possible as there is no transfer possibility as Air Asia low cost airline leaves from other terminal. So to connect and Transfer they suggested to book Malaysia Airlines and from Vietnam Airlines Counter they issued us two tickets costing VND 34732.000 for 2 person (Ticket No: 7382405726091 / 7382405726092) On arriving to KUL we found out the cost for MH 180 KUL to MAA is around VND 12188.000 and hence we have been cheated with VDN 22544.000 from Vietnam Airlines we need an explanation and refund for the excess amount charged. This is very very embarassing situation and utter cheating from a reputed Airline desk. We need to resolve this asap.
Susan Copeland-Heath
1.0
Dear Sir/ Madame
I am writing to complain about the absolute lack of customer service I received this morning, arriving HCM airport at 0720 hrs after an 11 hour flight from Paris.
On 7 Nov 17, I flew with Vietnam Airlines Melbourne to HCM, HCM to Paris with a 6-hour layover in HCM. I was kindly given a voucher to sit and eat at the Daisy lounge.
However, today (29 Nov 17), I was told by your staff member that I WAS NOT ENTITLED to a voucher to sit and rest in the Daisy lounge (even though I have a 12 hour layover at HCM airport) because I arrived via Air France.
My next flight HCM to Melbourne is with Vietnam Airlines.
I will have sat in the public open space for 12 hours, absolutely exhausted and with no respect for me as a woman travelling alone. I am disgusted!
Is it really that hard to provide one person with the opportunity to sit in a
quiet, safe,, lounge? I wasn’t asking for a meal voucher, just a bit of care and customer service. I am simply appalled at the lack of sensitivity on this issue.
Ken
5.0
I am writing about my complaint from Malaysia ~ won a free return ticket voucher from Vietnam Airlines during an appreciation dinner from a tour that we participated earlier this year. Happily, I decided to book my ticket for a return trip to Japan in early Oct 2017 . I sent a request for the redemption of the ticket on the 5th of July, requested travelling date on the 7th of Oct. Guess what, after multiple emails to asked for the updates over the couple of months, I only got a confirmation on the 15th of Sept !!! Since I got the confirmation late, I requested for a rescheduled to the 16th of Oct if its possible. To be fair, they entertained my request and changed my flight date to the one I requested on 16th of Oct. However, it was actually not confirmed and merely booked. I followed up with few more emails asking them about the updates and how am I supposed to book my hotels, accommodation etc in Japan if I did not get my flight ticket? I still did not get any confirmation of ticket up until last week on the 9th of Oct., which the staff said the ticket is now ready to be collected. Since its already too late to make my plans (just 1 week before my flight), I told them I decided to cancel my trip then. To my surprise, they sent me my online flight ticket today and asked me to pay for the taxes !!! For goodness sake, Vietnam Airlines sent me a ticket today for my supposed trip to fly on Monday !!! (my plan to travel in Japan is for about 1 month !!! how can I do any plans for this trip besides my work schedule and commitments???). And to add to my disgust, the staff contacted me and asked me to pay for the taxes. Had she talked in a nice way, I would have agree to pay the taxes since she mentioned it can be refunded. But she was very rude and loud. She put the blame on me and even audaciously told me she was sure I didn’t make any plans at all, that’s why I can’t travel now !!! Probably its a free ticket which is why they didn’t even give much thoughts to my request. However, the way they handled this left much to be desired and very annoying. To Vietnam Airlines, please be more professional and have respect for your clients (or potential clients).
Camille
1.0
I’m writing this message here because I’m not happy at all with the services of this crappy company.
We have booked a flight to leave Danang at 5 am to arrived at 7 am to Ho Chi Minh City and then take another flight at 9 am to Phuqoc.
We just received a message from them that the second flight is cancelled for no reason. We have to search for a solution by ourself which is ridiculous because THEY changed the flight. It’s their fault and not ours and their choice. In a professional company, the solution is given by the company for THEIR customer because THE customer paies for a services which seems to not exist in this company.
Maria Morris
5.0
I had a flight booked from Sydney to HoChiMinh and then a flight to Da Nang (under separate reservation FWLXKI) and I spoke 3 times with customer services who assured me I would have enough time between the flights (2.5 hours) and that I didn’t need a visa. I had previously done the transit on the way to Sydney but Vietnam airlines assured me that it was a transit visa, and I would be allowed to return to stay in Vietnam on the 14th. When I got to Ho Chi Minh, I was told I did need one, the first flight had already been delayed so I now only had 1 hour 30 mins until my next flight and had to get a visa. I had to pay £30 for this visa and I nearly missed my flight to Da Nang.
If I had known this in advance I could have booked and paid for online and would not have had the stress and extra cost at the airport. I put my trust in Vietnam airlines to know what the situation was with the visa and even when it did happen, there was no one there from the airline to help me or provide support when I was very late and nearly missed the flight. I feel that the staff should have told me the correct information and that they should have been there to support me with the transit.
Johann Hilke
5.0
As I am a frequent flyer with Air France/KLM (platinum), I wanted to visit the business class lounge on Danang (Domestic) Airport. I was informed that my frequent flyer status with Air France/KLM was not valid on domestic flights.
The only reason that I booked a flight with Vietnam Airlines (VN117) was because of its membership of the Skyteam Alliance.
Is this how Vietnam Airlines treats the frequent flyers of its Partners?
Let me assure you, I’ll never set another foot on a Vietnam Airlines flight again.
Megumi
1.0
Even before we left Japan, we were notified via e-mail that the departure time of our flight has been changed three times. Each time pushing the departure time later and later. And we we arrived at the airport, what don you know, out flight has been delayed again! Had to wait in the airport for an extra 2 hours with very little information and help from the staff. Read through the company policy and apparently they’re supposed to offer us refreshments if our flight is delayed for more than an hour. No such offer has been made.
On the way back to Japan, same exact thing happened. Received e-mails about changes to the departure time, and again delay at the airport.
On top of that, staff was rude and unfriendly. Didn’t apologise for the flight delays, and attitude was poor on the flight.
Will never fly with them again
Darryl Ligoff
1.0
I am writing to complain about a recent flight and to request compensation.
I paid for premium economy for 4 people – myself, my husband and my two children on 29/6/2017.
We flew Sydney to Ho Chi Minh on VN 772. The flight was comfortable and we were happy. However, after the stop over we boarded VN 11 from Ho Chi Minh City to Paris. THERE WAS NO PREMIUM ECONOMY. We were placed in economy seats and had a very uncomfortable flight. On the way to Vietnam from Sydney we were in tickets A and C which in premium economy were next to each other. When they changed the plane in Vitenam at the last minute they shoved a stranger into B (a previously non existent seat) between my husband and myself and between my two children – SERIOUSLY. The seat only had a limited recline. In other words we were in economy seats. I asked the air hostess why we were not in premium economy which we had paid for. She said there was no premium economy on that flight and it was too bad.
On the way back on 13/7/2017 we flew via Hanoi and had really good flights and a good stop over. (The stop over in Ho Chi Minh City was not very good ).
I was extremely unhappy about paying for premium economy and being placed in a flight which only had business and economy and NO premium economy seats. On the way back one of the ladies in our transport programme said she had been told before that IF there was no premium economy on her flight she would be offered compensation.
I spent a lot on 4 tickets and did not get what I paid for. I would appreciate being financially compensated for the difference between the ticket I paid for (premium economy) and the seats we actually got (economy). Also I think it is unacceptable not to warn passengers and their travel agents when you change planes. As to putting some random stranger between a family (all clearly with the same surname), words fail me as to how bad your systems must be!
Darryl Ligoff
1.0
I flew Vietnam airlines recently from Sydney Australia to Paris, France. The plane stopped in Vietnam both ways. We decided as it was a long flight to go premium economy. I booked 4 premium economy seats for myself, my husband and my two children. We were in seats A and C (there is no B in premium economy). My husband and myself sat in the row in front of my daughter and son. The first flight from Sydney to Ho Chi Minh was great. It was comfortable and exactly as advised HOWEVER when we boarded the 2nd flight from Vietnam to Paris suddenly the plane had been changed (without ANY NOTIFICATION). Between myself and my husband was now a seat B with a random passenger in it. Between my son and daughter was the same. The seats were now narrow and we were crammed in. Also apart from the minor recline, the seats did not go back. Premium economy is advertised as seats almost going flat. None of these seats did anything more than tilt slightly. I asked the stewardess why we were no longer in premium economy and what was going on and she said there is no premium economy on this aeroplane. When we got back, I complained. I was told that this squashed non reclining seat with a random person pushed into the middle of my family WAS premium economy and they refused to refund me. So. Premium economy on Vietnam airlines can mean that you pay a LOT more to have the same seat as every other person who was not so foolish as to pay extra. Also Vietnam Airlines think it is ok to change the plane and put whoever they want in the middle of your family. This flight ruined my first 3 days of holiday. I arrived aching everywhere from having a limited recline economy seat. This is not acceptable. Vietnam Airlines response that “this IS premium economy’ is not acceptable as it clearly is not, I will be progressing this complaint through legal channels.
CF
5.0
Truly disappointed with Vietnam Airlines customer service. They manage to response faster but had failed to address and resolve my issue, except to keep asking me to pay for the additional charges. Its all about the principle and not the USD50 which i do not think is a lot. This is how they have done their customer service. Truly disappointed.
Dear Ms XXX
If we change your ticket at this time,we must collect the change fee is 50.00USD as informed.Do you agree with this fee ?
After we change and collect the fee,we will not refund this fee if we receive a confirmation from helpdesk department that there have any technical error.
Please confirm the change fee 50.00USD by provide us the last 4 digits of your original card.
Best regards,
Ngoc Linh ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 12:15 PM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for XXX
Hi,
May I know how fast can your technical department come out with a report!!! And can I have the email for the department that is handling the customer complaint?
I m truly disappointed with Vietnam Airline services….
Sent from my iPhone
On 3 Jul 2017, at 12:56 PM, EC Refund Online-PMD wrote:
Dear Ms XXX
We would like to answer you that we can not change your ticket without fee when we have not yet received a confirmation from helpdesk department for checking.
So we will inform you soon.Please be noted that the Additional fare and fee may change
Best regards,
Ngoc Linh ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 11:01 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXX
Hi,
Thanks for investigating into the issue.
Meanwhile, can you please assist to change the date and reissue the ticket while waiting for the report to come out. I have to travel on that date and any delay from your end may jeopardize the trip and the airline shall be held responsible for any additional cost to the airfare due to this kind of unnecessary technical issues.
Sent from my iPhone
On 3 Jul 2017, at 11:22 AM, EC Refund Online-PMD wrote:
Dear XXXX
We forwarded your request to our technical department to check it again.
We will reply you after receiving the answer.
Thank you for your understanding.
Best regards,
Kim Chi ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 8:58 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXXX
Hi,
I m kind of disappointed that the airline insist to impose the fee without investigate the issue and leave me with a bad experience in booking the Vietnam airlines.
I have rechecked before proceed with the payment but the e-ticket come out with the wrong date. If this is my mistake to book the wrong date, I m fine to pay for the changes fee. But it appears to be a technical error in your system, it would be unfair for me as a consumer to bear the charges. Kindly assist to seek your management approval on my request. As I would need to resolve this issue as soon as possible, would you mind to get your management to give me me a call at my mobile on an urgent basis.
Would appreciate to receive a favorable response from you all soon.
Sent from my iPhone
On 3 Jul 2017, at 6:41 AM, EC Refund Online-PMD wrote:
Dear XXXX
We regret that we cannot waive the fee as your request because we have to obey our policy.
Please confirm new ititenary, additional amount and provide us 4 last digits of the payment card that was used to purchase the tickets. We will process the change and charge on the payment card once receiving your confirmation .
Please be noted that the Additional fare and fee may change
Best regards,
Thu Trang ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 1:51 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXX
Hi,
Thanks for the prompt response.
Can you please assist to waive the payment of USD50 as i strongly believe the wrong date is due to the technical error in your system.
Would appreciate your favorable response in this respect. Thanks.
Sent from my iPhone
On 3 Jul 2017, at 1:11 AM, EC Refund Online-PMD wrote:
Dear XXXX
Thank you for choosing Vietnam Airlines.
With reference to change request dated 02/07/17, Please find the new itinerary details as below:
1 New itinerary RUKGYC
1.
1 VN 674P 13DEC W KULSGN SS1 2050 2145 /E —NOT YET CONFIRMED
3 Change fee USD 50.00
4 Total additional amount USD 50.00
Please confirm new ititenary, additional amount and provide us 4 last digits of the payment card that was used to purchase the tickets. We will process the change and charge on the payment card once receiving your confirmation .
Please be noted that the Additional fare and fee may change
Best regards,
Thu Trang ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Sunday, July 02, 2017 9:58 PM
To: Vietnam Airlines No-Reply; EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for XXX
Hi Vietnam Airlines,
I have just booked the air ticket to Osaka. But don’t know why the departure date had appeared to be 14 Dec 2017, which I m supposed to departure on 13 Dec 2017.
Please assist to rectify and reissue the ticket to the date 13 Dec 2017 with the same timing. Please see the attached for the flight details. I believe this is some technical error and hopefully no additional charges will be imposed.
Looking forward to your favorable and prompt response soonest. Thanks.
Margaret Bennett
5.0
Good Afternoon,
I am writing to make a strong complaint about a recent experience flying with Vietnam Airlines flying out of Melbourne on 19th May 2017 on flight VN 780. On arrival to the airport we lined up in the business class queue, we were informed that the computers were not functioning and out luggage could not be processed. We understood the situation however it was frustrating to see the economy class passengers have there bags process while we had to wait for over an hour. We were asked to stand to the side in a very rude way and made to wait. It was extremely frustrating to also see economy class passengers being taken over the business class counters that we were waiting to be checked in on.
Overall this check in experience was a huge disappointment and our check in process was a bit of a joke.
I would love for someone to get in contact with me regards to this experience.
Thank you
Margaret Bennett
Jose Luis Diez
1.0
Me and my girlfriend Bought a return ticket from Tokyo to kuala lumpur. Couldnt use the first part of itinerary. When showed up at airport to go back from KL to TK airline said the second part of the itinerary Is automatically cancelled for not using the first part of it. We had to buy a new ticket to fly to Tokyo. Trying to find the way to get a reimbersment. Or file a legal complaint if not getting any compensation
John Clarke
5.0
I was booked on the 11:20am flight VN600 from BKK to SGN on 16th May 2017.
After departure time had passed, we were informed that there would be a 30 minute delay due to technical issues. If it was only a 30 minute delay, I was wondering why all the baggage was being offloaded from the plane.
After 1 and a half hours, we were all given a 300 baht voucher to get a meal and a drink and proceed to another gate for a 14:25 flight. I asked the staff where it would be possible to get a meal and a drink for 300 baht in BKK airport, to which she replied “I don’t know”. I ended up adding another 300 baht myself to get the meal.
On arrival at the 2nd departure gate, we were told that maybe we can fly at 19:30 via Hanoi arriving around 22:30 which upset everyone.
Information was very scarce and eventually I was put on the 18:15 Thai Airways flight which finally departed at 19:00.
On Arrival in SGN, I waited for my baggage to come. when everything had been collected we were told that our baggage would arrive in a further 2 hours on another flight.
By the time I had my baggage, it was too late to get to my final destination so I had to book another hotel in HCMC having already lost the money I had paid for the hotel in my final destination.
Overall, the Vietnam airlines staff were rude, uncaring and very disorganised.
When asked for compensation for extra costs and everything I had been through that day, I was told to go away and e-mail the airline.
I am a very frequent flyer to various countries and have never been treat so bad by an Airline before.
Ng Lee Kean
5.0
On 22 April 2017, my 3 friends and I travel on flight VN7545 at 5pm to Hue from Hanoi. It was the first time we took an internal flight in Vietnam. As the flight was not cheap and Vietnam Airline is not a budget airline we naturally expected some refreshments during the flight. So we were surprised that each of us was given a small bottle of mineral water!
As I was busy doing last minute sightseeing in Hanoi on that day, I didn’t have the time to eat before catching the flight. As I was thinking that there will be at least refreshments on the flight I didn’t eat at the restaurant at the airport. Hence during the flight I was. terribly hungry . So I went to ask the flight stewards and stewardess at the back of the cabin if I could have a piece of biscuit or cake to eat , At that time two of them were eating some food and a slightly chubby steward told me that they had food for the first class only and I could not be given any food eventhough I was very hungry!
I was totally disgusted by the rude and inconsiderate reply given by the steward. I would not go and beg for food if I was not really hungry !
At the end I had to ask food from my friends. Luckily they had kept some complimentary food from our last hotel- a rice biscuit and a packet of peanut!
It is a shame on Vietnam Airline that if a 2-3 star hotel in Hanoi could supply its guests with unlimited coffeee , tea , rice biscuits and bananas to make sure the guests do not go hungry, a big Airline like Vietnam Airline can’t even provide one of his hungry guest with a cake or biscuit!
It’s time Vietnam Airline retrains its staff! I could still remember how the two staff turned over to look at me while they were eating! Just can’t imagine such uncaring attitudes can happen on a reputable airline.. There should be at least food for sale like what the budget airlines are doing if Vietnam Airline is not going to provide passengers on flight less than an hour- but the checking in, boarding and landing takes more than one hour already.
Vietnam Airline should put passengers first!
Thank you .
Ng Lee Kean
5.0
On 22 April 2017, my 3 friends and I travel on flight VN7545 at 5pm to Hue from Hanoi. It was the first time we took an internal flight in Vietnam. As the flight was not cheap and Vietnam Airline is not a budget airline we naturally expected some refreshments during the flight. So we were surprised that each of us was given a small bottle of mineral water!
As I was busy doing last minute sightseeing in Hanoi on that day, I didn’t have the time to eat before catching the flight. As I was thinking that there will be at least refreshments on the flight I didn’t eat at the restaurant at the airport. Hence during the flight I was. terribly hungry . So I went to ask the flight stewards and stewardess at the back of the cabin if I could have a piece of biscuit or cake to eat , At that time two of them were eating some food and a slightly chubby steward told me that they had food for the first class only and I could not be given any food eventhough I was very hungry!
I was totally disgusted by the rude and inconsiderate reply given by the steward. I would not go and beg for food if I was not really hungry !
At the end I had to ask food from my friends. Luckily they had kept some complimentary food from our last hotel- a rice biscuit and a packet of peanut!
It is a shame on Vietnam Airline that if a 2-3 star hotel in Hanoi could supply its guests with unlimited coffee, tea, rice biscuits and bananas to make sure the guests do not go hungry, a big Airline like Vietnam Airline can’t even provide one of his hungry guest with a cake or biscuit!
It’s time Vietnam Airline retrains its staff! I could still remember how the two staff turned over to look at me while they were eating! Just can’t imagine such uncaring attitudes can happen on a reputable airline.. There should be at least food for sale like what the budget airlines are doing if Vietnam Airline is not going to provide passengers on flight less than an hour- but the checking in, boarding and landing takes more than one hour already.
Vietnam Airline should put passengers first!
Leo
1.0
My family and I are traveling Vietnam in mid April 2017. I booked 3 domestic flights with Vietnam airline and I received e-mail regarding time change for 2 flights. This is bad because we have a plan. One of the flight changed to 4 hours later from Da Nang to Da Lat. We won’t be able to attend the wedding because of the flight change. I have no point to go to Da Lat because I cannot go to the wedding.
I planned to go to the wedding and the next day going to HCMC. Now, i cannot see the point to go to Da Lat for a day due to the 4 hours delay. In this case, I would like to cancel the trip to Da Lat and fly to HCMC directly. Vietnam airline rejected to refund me and they want to charge me $600,000 per person to change a flight.
I am very upset. I cannot attend the wedding and I cannot get the flight refund. They are the worst airline and I will not book them again unless they solve this issue.
Suzanne
5.0
Today I have flown on VN117 Danang to Ho Chi Minh City and VN655 to Singapore. I started the day in Hoi An at 5:00am as I had to leave the hotel at 7:00am to get to the Danang Airport in time. I arrived at Singapore Changi Airport and when I collected my baggage I discovered it was soaking wet. Not damp but soaking wet. I was travelling with my daughter Lucy and we had lodged our bag at the same time, but her baggage was dry as a bone. I examined a number of the items of baggage coming off the luggage conveyer belt and they were also as dry as a bone. As soon as I got to my hotel room I opened the bag to find that almost every item was soaking wet and 4 items of clothing were severely stained. I have just spent the first of only 2 nights in Singapore trying to get the stains from my clothing. In 2 of the cases they are irreparably damaged. I have all my belonging hanging around my hotel room and I am really quite upset. This has been a terrible waste of my time in Singapore and the cost of my hotel room.
Lisa Bradbury
1.0
We were downgraded by VA on our Honeymoon outward journey from Heathrow to Hanoi on 5th March 2017 due to there being no Premium Economy seating on the flight, what VA have failed to do to date is refund the 75% of the flight base cost for both of us which should have been £768.50 , instead they have only refunded £255.56.
The CAA regulations state the following in which i had to point out to VA, I’m still unsure as to why VA did not do the honorable thing in the first place and just refund as per the regulations below in the first instance.
It also states that the refund should be made within 7 days and we are still going back and forth to the Uk sales team in order to resolve.
We have flown with VA numerous times to Vietnam but have decided not to in future, their loyalty to customers leaves a lot to be desired as does their customer service.
“Being reimbursed when downgraded
If you are downgraded, your airline must reimburse you within seven days. The amount you receive is calculated as a percentage of what you paid for your ticket, and depends on the length of your flight:”
“For short-haul flights of less than 1,500km, you will receive 30% of the price of the flight.
For medium-haul flights of 1,500km – 3,500km, or flights within the EU of more than 1,500km, you will receive 50% of the price of the flight.
For long haul flights of more than 3,500km, you will receive 75% of the price of the flight.
It is likely you will only receive a refund for the portion of your journey that was downgraded.”
“For instance, if you booked a return ticket for £1,000, but were only downgraded on the return leg, your reimbursement may be calculated as a percentage of £500.”
Ursha Fister
5.0
Good afternoon,
I was supposed to fly with your company on the 20th of February 2017 at 07:45, from Phu Quoc to HCMC, flight VN 1810. We entered the plane and after more than 1 hour we were asked to leave the plane due to technical problems. We were waiting for new information, but nobody came to provide us with any update. Apparently they couldn’t fix the plane and all the passengers were left at the gate without any information on the next flight.
We (myself and 4 more passengers) approached your counter and managed to change the flight (we all had connecting flights from HCMC to other destinations) to Jetstar. We left the airport at 10:45 with 3 hours of delay.
Nobody offered us water, food or any compensation. 4 people with me have missed the following flight and could not get the new one on the same day. I missed my flight, but managed to change it to the one later in the afternoon. I arrived to my final destination (Danang) more than 2 hours later than expected.
The staff reaction was not appropriate. Nobody kept us updated on what was happening. No water or food offered. No money compensation.
I am expecting an offer of compensation from your part,
Regards,
Ursha Fister
Sang
5.0
My Flight No VN773 from HCMC to Sydney on 6th Feb 2017 was due to depart at 21.30 was delayed until 01.30AM on the 7th Feb 2017. During this delay I was offloaded from the aircraft and in the intervening four hours was not given any refreshments or food except for a small bottle of water and a small bag of chips. I find this totally unacceptable that a national airline can act in this manner to its customers and I think some form of compensation is due.
Chad Guyatt
5.0
Flight today from Hcmc to Singapore vn655 was delayed and it was so hot in the cabin the whole flight. It was the worst flight I have ever been on. As it was delayed I missed my Qantas connection to Perth. I thought VIETNAM airlines was ok but after that flight I will never recommend it to anyone again.
Amy Maclean
5.0
As a frequent flyer with Vietnam Airlines, due to the fact that I am a UK expat living in Hanoi, I had several unacceptable situations on my return flight back on the 05/01.
Firstly, we were heavily delayed and left without explanation whilst onboard the plane. We were left sitting on tarmac, which resulted in me being late to work in Vietnam. Nobody could tell us why, and when I asked for water, I was not given it because we were not in the air.
Secondly, I requested a vegetarian meal before boarding, which I was assured would not be an issue. I am aware that normally the request has to be made 48 hours beforehand, but as my travel agent booked my flights, she forgot. As a result, I asked at check-in, and they said this was fine. However, once on board, they had not received this request and I was unable to eat any of the meals. I reason I asked before was so that I could buy food before the flight if Vietnam Airlines couldn’t give me a vegetarian meal. However, they said it was fine, so I didn’t purchase any food. This is quite unacceptable and staff were very unsympathetic and unhelpful which leads to my third complaint about this unpleasant flight. I found generally on my outward and inbound flight that the onboard staff were less than welcoming and helpful, which added to my general disappointment and anger about the whole situation.
As I said, I fly often with your airlines and always recommend that my family and friends do so when they visit throughout the year, however, I would consider taking another airline in future if my mentioned issues are not resolved in future.
Chong chow moy
5.0
I booked a flight 10.30am today to hcmc. Upon check in, the staff told me I have made a mistake, my flight is at 2.30pm! I have booked a business class seat. She asked for my electronic ticket, which clearly, shown confirmed flight to hcmc 10.30am. But she was telling me I am on a standby!!! I was frustrated and arguing with the staff. The manager came. All he said was the flight is cancelled! Not even an apology. Honestly, I am truly disappointed at how the airlines managed flight cancelation and customer satisfaction.
Peoples, Robert Bruce
1.0
What is the point paying for business class? I went to the concert counter in Phu Quoc to see if I could book an earlier flight. The gentleman said he would not look up my information using my name because it was easier for him to do it via my reservation code. I had to find and give him my reservation code only to be told that I could not change due to the flight being full although I could downgrade but would not receive any money back.
I understood the reason but his attitude was very poor and relaxed. Not polite at all.
Christine
1.0
On the 29th of November, I flew from Sydney to Ho Chi Minh City onboard your VN772 flight. As a seasoned traveller, I was excited to fly Vietnam airlines as it was not one I had flown with before.
But soon after taking seat on 51C, I found that my tv screen was not working.I turned it on and off multiple times, but unlike the many passengers around me who could easily access movies on their screens, I could not.
After take off, I then explained my problem to one of the hostesses. She said she would do something to fix it. An hour passed and nothing happened. She did not return. I then asked a male host and explained my situation. He said he would try and restart the TV and come back and notify me afterwards. He returned only to say the screen I had was broken and that there was nothing he could do about it. He then ushered me to another spare seat, but the tv screen on the new seat did not work either. On an eight hour flight, I was unable to watch any movies, unlike everyone else around me.
This is unacceptable fault on the airline’s behalf. I have paid the same price as every other economy passenger on board that flight, and due to the airline’s malfunction, I should not have to miss out.
I am flying back to Sydney from Ho Chi Minh City on the 24th of December with Vietnam Airlines. My previous experience with this airline is not something I would like to happen again.
Gosia
1.0
I have arrived in Hanoi at 6 pm today. With the next flight not till 9pm I had 3 hours wait in front of me. I have inquired at service desk about my check in and found out that my flight is delayed by 45 minutes. So I have asked if there is possibility of changing my flight and flying earlier to be told that as the flight s not delayed by full hour I am unable to change. Would you be supervised that I am still in Hanoi and this plain had already 3 delays. I have been traveling already for 24hours. Considering that I have inquired about a possibility of taking an earlier flight and have been turned away because my flight was not delayed enough to qualify. What do you say now after nearly 3 hourly delay.
Tony Mckenzie
3.0
I booked my flights to Danang from London with a short stop in Saigon, the morning before my flight my Travel Agent called me and advised there had been another time change on my flight. However this time it was an ‘unconfirmed’ flight. So we had to select another flight which would give me a longer stop in Saigon. Upon arrival to Saigon I realised my original flight was still operated and therefore I had been bumped to a later plane for no apparent reason. I would like an explanation as to why? My travel agent advised that once a flight is ‘unconfirmed’ in a booking there is nothing they can do to keep me on the same flight. Was the flight too busy/overbooked or what is the standard process for your flight changes?
Lisa H
5.0
I am in Hanoi without my baggage. Vietnam Airlines failed to load it onto the plane at Heathrow and told me it would be here at 8am today (the day after my arrival) and gave me $30 compensation to tide me over for 1 day. It has not arrived, and I received no notification despite having left all of mine and my hotel’s details with them. After getting my hotel to call, it will now apparently be tomorrow or the next day and no further compensation will be given for the additional 2 days delay! I am on a big multi-stop trip and planned to leave Hanoi in the morning to go to Halong Bay and then onwards to other destinations. I now have to stay an extra night in Hanoi, or go to Halong Bay as planned with absolutely zero luggage- either eay this will cost me far more than $30 – either to book another night at my hotel, or to buy everything I need for the next few days (medicine, mossy spray, sun cream, clothes, underwear, towel, swimwear!)
To make matters worse, my receptionist was given a non-functional email address to email my complaint to, and I have had to spend half of today inside my hotel using the internet and making phone calls, as well as having my boyfriend make enquiries from London in an attempt to get a definite answer.
I am so pissed off – a situation like this is a bit crap, but can be improved dramatically by clear information, adequate compensation and good communication. I have received none of these, and as a first time customer of Vietnam Airlines, I am not impressed!
Mr.Frank
5.0
My name is Frank Tak Ong, on the 14 of october 2016, i arrived to the Sydney Airport to check-in earlier so that I can get a seat close to the window and as close to the front as possible. I received the seat number 48K or 49k, during boarding Vietnam Airline Officer told me that my seat had been changed. One of the officers took my boarding pass and tore it off and moved me to the back seat 54k, without my consent and did not respect me at all as a customer.This affected my mood for the entire trip. I traveled around the world for many years with different airplanes. This is the worst in terms of service. On the plane I spoke to the cabin crew and they gave me a complaint form.I filled in the complaint form and handed it to Mr.LY Trung.He said that he will hand it to the head office once he has arrived to Ho Chi Minh City and will have a meeting. Until today,I still have not heard anything from the airline.Once again it seems as though your officer has lied to me.
David Harris
5.0
This is the first time I flew with Vietnam airlines and my impression was of incompetence, total lack of care, no imagination and indifference.
Vietnam airlines made me pay 3 times for the same flight!
Flight VN175 Hanoi to Da Nang
November 28 Booking Reference VNA34535 Reservation Code VNDDWP
1.Hanoi check in refused my partner because I had not written her Vietnamese middle name in the booking. ( there was no option on the website). The Family name and first Name were correct.The Checkin Clerk said cheerily that I had to go to the Ticket Office and amend the Ticket. Wrong!
2. The Ticket Office refused. I had to buy another Return ticket for my partner. And they sold me the wrong return flight. Wrong!
3.On return, at Da Nang Check in, the clerk spotted the error and said Cheerily (yes you guessed) that I had to go to the Ticket Office and amend the Ticket. Wrong again!
4. The Da Nang Ticket office refused and offered no options and genuinely thought it was OK to leave my girlfriend and Fly off on my ticket. Lots of blah about regulations cannot do anything Stay over in a hotel etc.
5. Finally, she agreed that I actually I could By a 3rd Return ticket for my Partner. So I did.
6. We passed through Security then , we were recalled to the Ticket office to be told that actually we could have a refund of the 3rd payment I had just made.
Maggie
5.0
My flight from Nha Trang to Hanoi (VN1560) at 1.55pm has been delayed for 3 hours and counting and not once has any staff informed us of the delay or given us an update. When we asked, we were given vague answers. This is extremely poor customer service and I have been put off flying with Vietnam airlines ever again. I will ensure that my family and friends don’t ever fly with you. Unacceptable service for such a well known air-line
Stephanie
5.0
We’ve been waiting over 2 hours for our delayed flight from Nha Trang to Hanoi and still no indication of what time our flight will be! Vietname airlines, we will never ever fly with you again. There was no information regarding the delay and what was causing the delay. You have a lack of staff and no one seems to be competent. You have ruined our experience in vietnam.
Faizal
1.0
This complaint is focused solely on the customer service experience over the phone in Singapore, which was just horrible.
I’ve used Vietnam Airlines before in the past, and have had nothing but pleasant experiences. This time around, I’ll be traveling with a baby and wanted to call them to clarify a few things.
Not only was the customer service rep extremely rude, she also refused to refer to her manager as well as divulge her full name. In the end, we didn’t receive the information we needed.
I suppose if you don’t encounter any problems or have any questions, you’d probably enjoy the flight. But if you require any kind of assistance over the phone, then you’re out of luck.
Extremely disappointing. Won’t be flying with them again.
Emma jury
1.0
I just flew Ho chi Minh to Sydney on booking reference – hiyipi. Upon arrival my bag was broken. The wheel has been completely torn off. I’m away for 6 months. Now I have to buy a new one. This is unacceptable. Plus I flew on 31 oct London to ho chi minh and had no entertainment on the 12 hour fight as it had broken. I was not at all happy. On my last flight from hi chi Minh to Sydney I paid to upgrade to premium economy & I had no entertainment. It’s just not acceptable. I could have flown a low cost carrier if I had have wanted no entertainment. I fly round the world twice a year and own a tour company taking people to Vietnam. It will be very hard to recommend you as an airline that all my customers use!
brian
1.0
This below email was sent to me more than a month ago. I sent 3 emails asking about details and the person started ignoring my emails. Another email was about a visa they wanted me to get for a transit in Vietnam for 340 dollars when I didnt need one as I had a Korean passport. I asked several times in the airport if I would still need one if I checked in with my Korean passport and they said yes. Turns out I didnt need to get one and once I started sending a complaint email, they ended up ignoring it too. Poor customer service.
—
Dear sirs,
Thank you for your email.
However please kindly note that the UK office is unable to transfer money to an overseas account as the compensation will be paid in GBP. We can only compensate via cheque in GBP to passengers with permanent address in the UK. I will double check with my supervisor to authorize our office in MELB to assist us in compensating for you. Please kindly let us know once you have arrived in MELB. Do also advise if you still have the original bag tag with you?
Best regards,
Phuong (Angel)
Vietnam Airlines UK
4th floor – University House
11-13 Lower Grosvenor Place, SW1W 0 EX London
Tel: +44 203263 2062
Fax : + 44 203263 2064 http://www.vietnamairlines.com
Robyn Worsley
5.0
On September 17, I took flight 772 from Sydney to Ho Chi Minh. Both mine and my husband could not get any movies on our screen. A lovely flight attendant tried three times to fix it but to no avail. 8 1/2 hours is a long time without any entertainment. We returned home via flight 773 on October 2, which turned out to be interesting. If you turned our light on above our heads, it turned on the light in front. Very amusing for us but not for the person in front of us and we could not use the light for another 8 1/2 hour trip.
NADARADJANE
1.0
I am currently in transit in HCM airport
I have booked a return ticket from SYDNEY (Australia) to PARIS (France) and return
Departure :01 sept 2016
Return : 25 sept 2016
When travelling to Paris, I was in transit for 6 hours before I could catch the connecting flight. I was offered a single meal during the waiting period. When I returned, there is a wait of 14 hours between arrival of VN0010 in HCM City and departure of VN0773.
Regulations would suggest that a minimal comfort be provided to passengers that have an extremely long wait ; I was offered a single meal for the 14 hours wait.
This is clearly unacceptable. Your personnel on the ground are unable to help and are treating the matter extremely lightly.
Obviously, I will not encourage my friends to travel with your airline.
Su Myat Nwe
5.0
I made a phone call to your Myanmar Office this morning at 10:36 AM to enquiry about credit card verification process.
A lady from your office picked up my call but the way she reply to my questions was very impolite, rude, and even shouted at me. I am wondering how could you appoint her as customer service officer when she doesn’t even have that sort of qualification and I am very disappointed in her and your airline. She is not good enough or patience enough to answer customer questions, she should not be sitting at the desk to answer people calls to make them feel disgusted at your airline.
I wish you could do something better for her to improve customer service skill otherwise this could be my first and last flying with Vietnam Airlines. This is my first deepest frustration with a airline customer service after more than 50 overseas trips.
Garry
2.0
I am writing about myself and my families experience. We were scheduled to catch a plane to Melbourne from Siem Reap on the 21st August. It was cancelled..We were accommodated in a 5 star hotel for the night, which was great. However the water they use is filtered water and I got stomach problems. Then the next day, the plane was delayed. On the flight, our onboard entertainment did not work and it took over 30 minutes to get a blanket. I have a 2 year old daughter and it was difficult to travel without entertainment and comfort. Then when we got to Melbourne, my Passport was damaged. Not by any fault of the airline. Then we waited for our luggage to arrive, which it didn’t. It was still in Vietnam. So now we are a day late with no clothes. It is my birthday and yesterday my friend scheduled a day off work to pick us up, however because of the changes, he could not do so today. We had to rely on other means.
PV
5.0
VN7355, date August 21, 2016 from Nha Trang, Cam Ranh to Ho Chi Minh city. A couple ground staffs at boarding pass check in at airplane door name Dung and her male coworker are absolutely rude and impolite when telling us to have each of our minor children to carry boarding passes by themselves separately but our kids are only 7, 5 and 2 years old.
The check in lady Dung ignored answering her name and her coworker yelled at us while other passengers stared at how they treat us. It’s a bad experience on our first trip to Vietnam.
Carla
1.0
We have never had an experience like that offered by Vietnam Airlines. Last weekend my husband and I travelled on this airline from Hoi An to Ho Chi Minh City VN7121 on 14 August 2016 with Business Class tickets. Arriving early at Hoi An airport we lined up in the Business Class check in line. Generally this would entitle a passenger to priority service. We were the third customers in line and 45 minutes later we had not moved. Ground staff then proceeded to move others in front of us to be serviced first (presumably they had waited so long they were now late for flights). Eventually we made it to the front of the queue. The check in lady was now being assisted by another man, both were extremely rude and unwilling to answer our question about the delay. We then rejoined our friends that were travelling in economy on another airline and had long since checked in. We walked to the security check area and followed our economy class friends who were directed into the priority line. Oddly enough we thought this was a reaction to the poor service received thus far.
When finally reaching the front they were advised they needed to return to the end of the standard queue (they only lined up here on the advice of the ground staff, and we were following them, not the other way around, so nobody had seen our boarding passes for Business travel). On reached the other side we see our flight was listed as ‘delayed’ so we left our friends whose flight was on time and proceeded to the Lotus lounge to wait. The lounge was extremely crowded with very dirty tables and no staff cleaning or removing dirty dishes or glasses. In this section the airport announcements were inaudible (obviously something wrong with the speakers in the lounge as everything was completely muffled) however there was a flight board detailing boardings and departures etc, so we sat a waited. Some time later I fortunately decided to take a short walk outside where I saw people boarding a flight from the gate our flight was due to depart from. On returning to the lounge I questioned the lady at the front desk who advised that, ‘yes our flight was boarding’.
The board still showed that the flight was delayed. It is unknown if there had been any announcement as the speaker system was not working in the lounge. Not sure what would have happened if we had not shown for the flight. Nevertheless my husband made his way to the checkin gate whilst I visited the bathroom. As we were a little late he boarded the flight. When I arrived at the checkin I realised that we had mixed up our passports and he had boarded with mine and left his with me. Very disturbing that this was not picked up by the ground crew! Finally I get onboard the flight to find that we had not even been seated together. It was a busy flight but both of us were seated beside single travellers so this simply made no sense. Then to top it all off we waited at the luggage carousel for more than an hour to collect one small bag. This resulted in our pick up having to wait all that additional time for us. We are outraged by the comedy of errors that occurred during our travel on Vietnam Airlines and the lack of interest from the airline staff. It is unlikely we would chose to fly with Vietnam Airlines again if there was another option which is a real shame as we are now living and travelling around Vietnam regularly. From reading the other complaints above I can see we are not alone with our disappointment. Customer service really needs some major improvements and we would hope this will commence with a letter of explanation and apology at the very least.
Andrea Arrowsmith
1.0
I am writing to express my deepest frustrations regarding your process for booking special meals. Having travelled with numerous airlines over the years, upon booking is when most airlines allow you to select a special meal. When I travelled in March I missed the 24 hours notice. However with my persistence I was able to get your phone staff to call ahead and secure a meal. This after the first staff member outright refused to take it beyond a no.
Yesterday we booked a last minute flight from Hong Kong to Da Nang,booking after the 24 hour notice period. Again unable to select upon booking.
The staff at the airport refused to even call ahead to see if there was anything that could be organised for me.
I was then told that they could not prebook my return meal and I had to call ahead. Given that many tourists don’t have access to a network when travelling how are we to book this? It seems that a major upgrade of your booking system is required.
SB
5.0
I would like to share my experiences with you for better service from next time. I used Flight VN659 with my family from Ho Chi Min to Singapore on July 30th. When we sat our seats, my wife and son found some bad smell and wet seat and floor. It looks someone had vomited at there. As I had two kids, I wanted to sit together with them. But we had to sit separately. It was not good for family trip. As staff were so busy to handle their own jobs. And I asked your staff to get a complaint card, but wasnt given the proper one. Not happy with the services.
Tania
1.0
We fly VA from Melbourne to Saigon on 11/7/16. Got to my seat, sat down, moved slightly in my seat and it flew backwards like i had pressed the release button. I fiddled with the button in case it was locked, but the seat kept doing that, so every time i moved i ended up in the recline position. I complained to the staff, who acted like i had broken it, then approx an hour later finally moved me. A bit later during the flight i went to the bathroom, was horrified to see the underbench cabinet was held in place with 12 pieces of duct tape!! I went to a different bathroom, and noticed the whole toilet moved about 15-20cm to the left and i could see the back of the toilet behind the cabinet (i am not overweight 65kgs), i honestly thought the toilet was going to come away from the wall !!! Then to top it all off after a lovely stay in Vietnam, when i checked in to Saigon for my flight back to NZ, they refused to check our baggage all the way to NZ, stating i have to off load it at Melbourne and check it in again. The counter person was adamant they aren’t having code share with Jetstar, however according to their website they are and i bought the ticket as one flight not separate flights. The plane out of Saigon was delayed 45mins, and when we got to Melbourne ground staff advised to not collect our baggage as we would miss our next leg and jetstar wouldn’t put us on another flight !! Hence we left our baggage as was assured it would follow us home, 2 weeks later and we are still waiting for one of our bags to turn up !! Would never fly Vietnam Airlines again.
Helen
2.0
We travelled to Hanoi on 12th July,arriving at 8.15am on13th July. When we arrived we waited for almost 2 hours filling out paperwork for luggage which did not arrive. Our luggage was finally delivered on 14th at approximately 7pm. When my case did arrive it was saturated in fish oil,destroying the case and almost half of the contents. I was most distressed as I had travelled especially for my son’s wedding. I had bought new dresses for this and they were ruined. I expect to be compensated for this of course. Most of my clothes were bought over a period of time,therefore I have not kept receipts. I have also had to borrow a case for the return journey.
Marie
5.0
I flew business class Vietnam Airways from Ho Chi Minh city to Melbourne 12th July. I was so disappointed and disgusted at the lack of service and food choice. The plane was old and rattly, and I had some doubts if it would last the distance. Lack of choice in the menu was disconcerting. As I cannot eat any forms of fish, I chose a noodle soup only to find it was full of prawns, so that was out. About midnight feeling hungry, I asked for a snack. This threw the staff into a big discussion (actually the staff did very very little after dinner) and I was given a small packet of nuts and the most shocking tepid milky liquid masquerading as tea.
The steward attending me was very polite but had very poor English skills and appeared to me to be a ‘learner’. I could go on but I end by saying I had far better service in Economy on Jet Star on my flight from Melbourne to Singapore.
Joseph
5.0
I was on Flight VN 1189 from Haiphong to Ho Chi Minh dated 13 July 2016 and was seated at row 29G in front of me is the Emergency Exit Row Area. During the final approach prior arrival Ho Chi Minh, I was totally surprised and alarmed to see that nobody was seated on the Emergency Exit Area (In contrary, One flight attendant was seated on departure Haiphong). The safety lapses at that instance is extremely intolerable and In my understanding a major violation of Aviation Law and Federal regulations .
I took clear photos and videos of the area in questions on arrival Ho Chi Minh terminal. I still have the photos and videos.
Jacqueline
5.0
I was due to take a flight from Dublin to Hanoi on 23rd May 2016 however I was not allowed to board the flight as I was told I required a visa. I’ve since rechecked the information for British passport holders on the Vietnam visa requirements site (https://vietnamvisa.govt.vn/), UK government advice for foreign travel (https://www.gov.uk/foreign-travel-advice/vietnam/entry-requirements) and spoke with my Vietnam travel advisor. Each one states the same thing – that no visa is required for British passport holders staying for less than 15 days. I feel I should be refunded for my ticket on this date. Still waiting for any communication.
Denis
5.0
I just completed a flight from Ho Chi Minh (SGN) to Rennes (RNS) via Paris CDG (business) VN011. When i recovered my luggages, i noted the lock of my suitcase damaged. Checking my suitcase, I noted the disparition of small jewelries more sentimental than worth including some empty boxes. The most surprising fact is that I have been invited by VN Check in desk to verify the content of my luggages after screening. I lost around 1000 Euros.
alison nader
3.0
We took this airline for the first time 15 days ago, for our honeymoon in Vietnam. The flight Paris/ Hanoi went well and we appreciated the staff, the service on board, the comfort and the cleanliness of the plane. We felt good and safe! A few days ago we made Hoi an/ Ho chi minh city and it was a disaster. The flight was late (3 hour of delay on arrival) with no excuse and no explanation. The worst for us was to be transfered in a plane of Cambodia airline… Why???!!! Still no explanation! We have chosen Vietnam airline for its good feedback on internet and specially safety!! Doing the route in Cambodia airline was a little worrying. We pay for a service and to be free of safety worries (as you know we pay attention to security a lot). Being transfered in a plane with no AC and specially no baggage area was horrifying! We spent the longest and most uncomfortable route of our life!
Tonight we are going back to France from Ho chi minh. We really hope we will not have any surprises :(. Bad surprises!!
This is the very first time I ever heard of an airlines holding my funds in my bank account even after they have deducted the flight ticket fees. Been calling and sending email to their company for numerous times but no action been taken still. They take this issue for granted even after I request to release my fund urgently. Disappointed with their services.
I upgraded to business on my return from Saigon to London Heathrow on VN 51 00.45 Saturday 28th July 2018 . The plane was dirty. The crew paid little attention to passengers. The food was not good. Finally the bags took more than one hour to arrive on the carousel at Heathrow. With the business class bags arriving last. This resulted in an extra £20 in taxi fare due to waiting times.
A very disappointing experience.
I was transferring my Vietnamese cat from Hanoi to Ho Chi Minh city for my job relocation. At the airport, the attendant told me that I had to wrap my animal cargo container in cellophane wrap at a kiosk next to the Vietnam airlines check-in counter. I informed the individual that the animal would have a most difficult time breathing and would most likely not like to have the crate stood on the ends and sides while the machine spun the animal around whilst applying the wrap. This seemed a difficult thing to comprehend for the attendant. I persisted and then told the animal would be taken care of and I should just go and get on the plane.
After arriving in Ho Chi Minh city, I asked where I could pick up the cat and they said that it would be located on the baggage carousel. Sure enough it was located traveling on the carousel with the other baggage. The crate had been secured with four plastic zip ties and the animal arrived pretty well intact.
Please advise the staff on how to procure the animal crates.
We flew Melbourne HoChi Minh and no complaints, but Hanoi -Ho chi Minh Ho chi Minh _ Melbourne i was not impressed. Flight 259 & 781
I have an Anaphylaxis reaction to all seafood including fish sauce. i made your airline aware before travelling and your head office said that i was to tell the steward onboard. When the meals came round, it was with pork or chicken with salad and rice. i asked your staff did it have fish sauce and they told me to smell it. i showed the stewardess a card that i carried all through our holiday in Vietnam and she “fobbed’ it off. As i started eating i thought the salad could have fish sauce..so i told another stewardess who informed me that 80 per cent of vietnamese food had fish sauce and that it could..she was not impressed with what had happened so she took it as far as letting my next flight crew know and to be aware.
When the meals where served on the next flight, my seat was 10F i was advised by the steward to eat the asian option on the Premium Economy menu as it didn’t have fish. once again on smelling the salad i thought that it had fish sauce so i asked and the steward said he didn’t know ..,.Furious i asked for the head steward who apologised…It is absolutely abhorrent that your crew take anaphylaxis so lightly. Furthermore i have flown Singapore Airlines a number of times..when i board they put a sticker on my seat and have a meal ready for me and everyone else with issues…their staff and head office care enough to make the flight as safe as possible.
You need to re educate your staff on these issues….a mistake happens once not twice!! Are your passengers your first priority????
Dear CEO of Vietnam Airlines
This is a complaint about your relationship with Sky Team lounge in Sydney.
On 23/03/18 I was checking in at the Vietnam Airlines gate 37 at Sydney airport for my flight (VN772) to HCMC.
The man (Barry) who was checking me in at gate 37 suggested that I go to the Sky Team Lounge and wait for an hour. I had and still have a boarding pass with the red stamp “Sky Priority”.
I proceeded to the lounge and tried to check in with “Lillian” who was speaking on the telephone. During my wait for her attention Lillian and I were joined by another customer Mr. Joshua Mxxxx. (I will be happy to provide his full name and contact address confidentially.)
Lillian advised me that I needed a specific number. When I advised I was not given a specific number Mr Mxxxx stated that he would take me in as his guest. Lillian looked at his documentation and he then suggested that he had to go to catch his plane and that I could enter in his place.
At this point I asked Lillian, “Can I go in?”. Lillian responded, “Yes”. Mr Mxxxx will vouch for this verbal transaction.
However, Mr Mxxxx’s flight was delayed and after confirming with Lillian he entered the lounge to get a glass of water.
He and I sat down together and spoke for approximately 10 minutes before Donna (the manager?) came up to me and insisted that I had NOT shown Lillian my boarding pass and had not been given permission to enter the lounge. I pointed out that this information was incorrect.
Donna stated; “You have to show your pass before you get a feed!”
Donna insisted that I had to give my boarding pass to her again. I refused, and Mr Mxxxx and I left the lounge. Mr Mxxxx stated to me words to the effect that he had never experienced such rude service.
I maintain that:
1. I was referred to the lounge by the Vietnam Airlines check in official at Gate 37, (Barry).
2. I was invited into the lounge by Lillian – Mr Mxxxx can confirm this.
3. I gave my gate pass to Lillian as she asked – Mr Mxxxx can confirm this.
4. “Donna” the manager was officious and rude. And insisted that I had not shown my gate pass. Mr Mxxxx can confirm this statement is incorrect.
5. I was very embarrassed by the incident, and I suggest that Mr Mxxxx was also embarrassed.
I travel to Asia once a month, normally on premium economy or business. I am thinking of changing my gateway carrier to Asia from Cathay to Vietnam Airlines. I have to travel to BKK and S’hai/BJ in the next 3 weeks and will be booking through HCMC with Vietnam Airlines.
I find Vietnam airlines has excellent planes, good prices and times, pleasant though understated staff and allow me to catch up with friends in HCMC
But I must express my serious reservations about your relationship with Sky Team.
Please note that I advised the Vietnam Airlines manager in Sydney, Mr Nguyen and Barry of this incident.
Kind regards James Crowe
We took a Vietnam Airways flight on 10 February, VN1373, from Hue to Ho Chi Minh City and checked in two bags at the business class check in desk although we had economy flights. The bags went on the belt through to the loading area and we went to the queue to go through security. About five minutes later the man who had checked in our bags found us in the queue and asked us to follow him as there was a ‘problem’ with one of our bags. We went to loading bay area where he showed us damage to one suitcase. It was clear to us that the case had been dropped onto two of the wheels and had cracked at both corners. He did not say much and appeared not to speak English well.
He presented us with a slip of paper which he asked us to sign. The paper was folded and stapled so we could not see the full wording above the signature box. Of course with the benefit of hindsight we should have asked to see the full wording and checked as to why we were being asked to sign a paper. We mistakenly thought it was an acknowledgement that our suitcase had been damaged in the loading bay and we asked how we could deal with a claim for the damage. He said we should go to the Vietnam Airways desk in Ho Chi Minh City when we arrived..
When went to desk and opened up the stapled slip we realised we had been tricked into signing a statement that the suitcase was already damaged when we checked in which was Absolutely NOT true. The staff said they could do nothing because we had signed a declaration that the damage was already present when we arrived at the airport.
This is a shocking story and we feel we must make a formal complaint about the trickery we were subjected to, a terrible experience on what was otherwise an excellent holiday in Vietnam.
Flight no: VN51
Date: Wednesday 10th January 2018
Destination: Ho Chi Ming to London Heathrow
Flight duration: 12 hour
Seat number:32k
I am writing to you to complain about my very uncomfortable flight.
This was due to an extremely large man who sat next to me on the aisle seat.
I was travelling with my partner and we decided that I would take the middle seat as I frequently use the toilet.
Firstly when seated, the gentleman asks the stewardess for an extension for his seat belt, which he still could not fasten travelling the whole journey without a seat belt. Because of his size he was actually over flowing into my seat.
My arm rest, with all my control panel was not visible due to his stomach covering it so I could not use this facility. He was also in my leg room area.
As this was a night flight I thought I would be able to recline my seat to get some sleep even though I was positioned at a angle (slanted) so I would not be touching the gentleman as he was in my personal space. I could not recline my seat as he was so large and overflowing on to my back rest, my seat would not go back.
Usually I visit the toilet often because I drink a lot to keep hydrated and to stretch my legs to stop thrombosis. I did not drink much knowing I would not be able to use the toilets as I noticed when this gentleman first got into his seat he has trouble doing this. When this gentleman finally decided to use the bathroom both myself and my partner went to the toilet (only once) as we thought this was our only opportunity.
When the meal services(2) was delivered this gentleman could not use or reach the tray table that holds the meals due to his size. He balanced and eat his meal off his stomach. Several times I had to move further over next to my partner to avoid getting hit by his elbow in the face.
This man should have paid for two seats on this flight. I paid for a full seat and ended up with half a seat. I experienced side pains (from leaning over ) plus pain in my legs due to restrictions.
Could you imagine being on a 12 hour flight having to lean throughout the flight?
I am very unhappy with this unpleasant experience. This is the first time I have traveled with your airline and I had a very good inward journey.
Please could you explain how this could happen? If there was an incident or emergency my life plus my partner was definitely in danger. Surely this is unsafe? What are your policies? Is there not health and safety regulations to protect myself and this gentleman?
I am writing to complain about the unbelievably bad manner in which my lost bag has been dealt with by the airline. I flew into Hanoi and landed at 5am on the 5th of January. I approached the desk and was given $30 for the delay which I was happy to receive considering most bags are returned within 2 days. I left the dealing with the complaint in the airlines hands as I expected that they would do their best. On the morning of the 7th I called the airline and they said they did not know where my bag was. They could not explain the steps that had been taken to look for the bag but did give details of an untagged bag. I told them that it was not my bag and to get back to me with details of steps taken. No call back. I tried to call maybe 5 times on the 8th but could not get through. Eventually, I did only to be told that they had found a bag and had sent an email. I looked at my email and there was no email received. I called back a few times again and eventually got them again. They then sent the email. It was the exact same bag that had been described to me on the phone. I replied to the email later that evening (the 8th) and said as I had told them the day before that was not my bag. I put in the email as much detail as I could to describe the bag including brand, tag which I use to recognise the bag and goods. Today the 9th, I called up lost and found several times again and eventually got them this evening. They again tell me they have sent an email referring to the day before’s email and that they want to see if a bag is mine. I told them as I did on the 7th and 8th that the bag they are describing is not mine. I point out that I sent them an email and they act surprised and then advise that they see my email. I ask them to forward the email to Heathrow and they just say that they will call me back. I do not expect I will receive a call back. In summary, nothing has been done about my bag by Vietnam Airlines and their lost and found section rarely answer calls.
Would strongly reconsider booking a flight with them again.
We had a flight from Vietnam to KUL via VN0675 ; passenger Name : Shalini Chaturvedi and Pratap Hazra; and then a conneting Air Asia flight from KUL to Chennai India. Vietnam airlines clarified that the same is not possible as there is no transfer possibility as Air Asia low cost airline leaves from other terminal. So to connect and Transfer they suggested to book Malaysia Airlines and from Vietnam Airlines Counter they issued us two tickets costing VND 34732.000 for 2 person (Ticket No: 7382405726091 / 7382405726092) On arriving to KUL we found out the cost for MH 180 KUL to MAA is around VND 12188.000 and hence we have been cheated with VDN 22544.000 from Vietnam Airlines we need an explanation and refund for the excess amount charged. This is very very embarassing situation and utter cheating from a reputed Airline desk. We need to resolve this asap.
Dear Sir/ Madame
I am writing to complain about the absolute lack of customer service I received this morning, arriving HCM airport at 0720 hrs after an 11 hour flight from Paris.
On 7 Nov 17, I flew with Vietnam Airlines Melbourne to HCM, HCM to Paris with a 6-hour layover in HCM. I was kindly given a voucher to sit and eat at the Daisy lounge.
However, today (29 Nov 17), I was told by your staff member that I WAS NOT ENTITLED to a voucher to sit and rest in the Daisy lounge (even though I have a 12 hour layover at HCM airport) because I arrived via Air France.
My next flight HCM to Melbourne is with Vietnam Airlines.
I will have sat in the public open space for 12 hours, absolutely exhausted and with no respect for me as a woman travelling alone. I am disgusted!
Is it really that hard to provide one person with the opportunity to sit in a
quiet, safe,, lounge? I wasn’t asking for a meal voucher, just a bit of care and customer service. I am simply appalled at the lack of sensitivity on this issue.
I am writing about my complaint from Malaysia ~ won a free return ticket voucher from Vietnam Airlines during an appreciation dinner from a tour that we participated earlier this year. Happily, I decided to book my ticket for a return trip to Japan in early Oct 2017 . I sent a request for the redemption of the ticket on the 5th of July, requested travelling date on the 7th of Oct. Guess what, after multiple emails to asked for the updates over the couple of months, I only got a confirmation on the 15th of Sept !!! Since I got the confirmation late, I requested for a rescheduled to the 16th of Oct if its possible. To be fair, they entertained my request and changed my flight date to the one I requested on 16th of Oct. However, it was actually not confirmed and merely booked. I followed up with few more emails asking them about the updates and how am I supposed to book my hotels, accommodation etc in Japan if I did not get my flight ticket? I still did not get any confirmation of ticket up until last week on the 9th of Oct., which the staff said the ticket is now ready to be collected. Since its already too late to make my plans (just 1 week before my flight), I told them I decided to cancel my trip then. To my surprise, they sent me my online flight ticket today and asked me to pay for the taxes !!! For goodness sake, Vietnam Airlines sent me a ticket today for my supposed trip to fly on Monday !!! (my plan to travel in Japan is for about 1 month !!! how can I do any plans for this trip besides my work schedule and commitments???). And to add to my disgust, the staff contacted me and asked me to pay for the taxes. Had she talked in a nice way, I would have agree to pay the taxes since she mentioned it can be refunded. But she was very rude and loud. She put the blame on me and even audaciously told me she was sure I didn’t make any plans at all, that’s why I can’t travel now !!! Probably its a free ticket which is why they didn’t even give much thoughts to my request. However, the way they handled this left much to be desired and very annoying. To Vietnam Airlines, please be more professional and have respect for your clients (or potential clients).
I’m writing this message here because I’m not happy at all with the services of this crappy company.
We have booked a flight to leave Danang at 5 am to arrived at 7 am to Ho Chi Minh City and then take another flight at 9 am to Phuqoc.
We just received a message from them that the second flight is cancelled for no reason. We have to search for a solution by ourself which is ridiculous because THEY changed the flight. It’s their fault and not ours and their choice. In a professional company, the solution is given by the company for THEIR customer because THE customer paies for a services which seems to not exist in this company.
I had a flight booked from Sydney to HoChiMinh and then a flight to Da Nang (under separate reservation FWLXKI) and I spoke 3 times with customer services who assured me I would have enough time between the flights (2.5 hours) and that I didn’t need a visa. I had previously done the transit on the way to Sydney but Vietnam airlines assured me that it was a transit visa, and I would be allowed to return to stay in Vietnam on the 14th. When I got to Ho Chi Minh, I was told I did need one, the first flight had already been delayed so I now only had 1 hour 30 mins until my next flight and had to get a visa. I had to pay £30 for this visa and I nearly missed my flight to Da Nang.
If I had known this in advance I could have booked and paid for online and would not have had the stress and extra cost at the airport. I put my trust in Vietnam airlines to know what the situation was with the visa and even when it did happen, there was no one there from the airline to help me or provide support when I was very late and nearly missed the flight. I feel that the staff should have told me the correct information and that they should have been there to support me with the transit.
As I am a frequent flyer with Air France/KLM (platinum), I wanted to visit the business class lounge on Danang (Domestic) Airport. I was informed that my frequent flyer status with Air France/KLM was not valid on domestic flights.
The only reason that I booked a flight with Vietnam Airlines (VN117) was because of its membership of the Skyteam Alliance.
Is this how Vietnam Airlines treats the frequent flyers of its Partners?
Let me assure you, I’ll never set another foot on a Vietnam Airlines flight again.
Even before we left Japan, we were notified via e-mail that the departure time of our flight has been changed three times. Each time pushing the departure time later and later. And we we arrived at the airport, what don you know, out flight has been delayed again! Had to wait in the airport for an extra 2 hours with very little information and help from the staff. Read through the company policy and apparently they’re supposed to offer us refreshments if our flight is delayed for more than an hour. No such offer has been made.
On the way back to Japan, same exact thing happened. Received e-mails about changes to the departure time, and again delay at the airport.
On top of that, staff was rude and unfriendly. Didn’t apologise for the flight delays, and attitude was poor on the flight.
Will never fly with them again
I am writing to complain about a recent flight and to request compensation.
I paid for premium economy for 4 people – myself, my husband and my two children on 29/6/2017.
We flew Sydney to Ho Chi Minh on VN 772. The flight was comfortable and we were happy. However, after the stop over we boarded VN 11 from Ho Chi Minh City to Paris. THERE WAS NO PREMIUM ECONOMY. We were placed in economy seats and had a very uncomfortable flight. On the way to Vietnam from Sydney we were in tickets A and C which in premium economy were next to each other. When they changed the plane in Vitenam at the last minute they shoved a stranger into B (a previously non existent seat) between my husband and myself and between my two children – SERIOUSLY. The seat only had a limited recline. In other words we were in economy seats. I asked the air hostess why we were not in premium economy which we had paid for. She said there was no premium economy on that flight and it was too bad.
On the way back on 13/7/2017 we flew via Hanoi and had really good flights and a good stop over. (The stop over in Ho Chi Minh City was not very good ).
I was extremely unhappy about paying for premium economy and being placed in a flight which only had business and economy and NO premium economy seats. On the way back one of the ladies in our transport programme said she had been told before that IF there was no premium economy on her flight she would be offered compensation.
I spent a lot on 4 tickets and did not get what I paid for. I would appreciate being financially compensated for the difference between the ticket I paid for (premium economy) and the seats we actually got (economy). Also I think it is unacceptable not to warn passengers and their travel agents when you change planes. As to putting some random stranger between a family (all clearly with the same surname), words fail me as to how bad your systems must be!
I flew Vietnam airlines recently from Sydney Australia to Paris, France. The plane stopped in Vietnam both ways. We decided as it was a long flight to go premium economy. I booked 4 premium economy seats for myself, my husband and my two children. We were in seats A and C (there is no B in premium economy). My husband and myself sat in the row in front of my daughter and son. The first flight from Sydney to Ho Chi Minh was great. It was comfortable and exactly as advised HOWEVER when we boarded the 2nd flight from Vietnam to Paris suddenly the plane had been changed (without ANY NOTIFICATION). Between myself and my husband was now a seat B with a random passenger in it. Between my son and daughter was the same. The seats were now narrow and we were crammed in. Also apart from the minor recline, the seats did not go back. Premium economy is advertised as seats almost going flat. None of these seats did anything more than tilt slightly. I asked the stewardess why we were no longer in premium economy and what was going on and she said there is no premium economy on this aeroplane. When we got back, I complained. I was told that this squashed non reclining seat with a random person pushed into the middle of my family WAS premium economy and they refused to refund me. So. Premium economy on Vietnam airlines can mean that you pay a LOT more to have the same seat as every other person who was not so foolish as to pay extra. Also Vietnam Airlines think it is ok to change the plane and put whoever they want in the middle of your family. This flight ruined my first 3 days of holiday. I arrived aching everywhere from having a limited recline economy seat. This is not acceptable. Vietnam Airlines response that “this IS premium economy’ is not acceptable as it clearly is not, I will be progressing this complaint through legal channels.
Truly disappointed with Vietnam Airlines customer service. They manage to response faster but had failed to address and resolve my issue, except to keep asking me to pay for the additional charges. Its all about the principle and not the USD50 which i do not think is a lot. This is how they have done their customer service. Truly disappointed.
Dear Ms XXX
If we change your ticket at this time,we must collect the change fee is 50.00USD as informed.Do you agree with this fee ?
After we change and collect the fee,we will not refund this fee if we receive a confirmation from helpdesk department that there have any technical error.
Please confirm the change fee 50.00USD by provide us the last 4 digits of your original card.
Best regards,
Ngoc Linh ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 12:15 PM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for XXX
Hi,
May I know how fast can your technical department come out with a report!!! And can I have the email for the department that is handling the customer complaint?
I m truly disappointed with Vietnam Airline services….
Sent from my iPhone
On 3 Jul 2017, at 12:56 PM, EC Refund Online-PMD wrote:
Dear Ms XXX
We would like to answer you that we can not change your ticket without fee when we have not yet received a confirmation from helpdesk department for checking.
So we will inform you soon.Please be noted that the Additional fare and fee may change
Best regards,
Ngoc Linh ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 11:01 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXX
Hi,
Thanks for investigating into the issue.
Meanwhile, can you please assist to change the date and reissue the ticket while waiting for the report to come out. I have to travel on that date and any delay from your end may jeopardize the trip and the airline shall be held responsible for any additional cost to the airfare due to this kind of unnecessary technical issues.
Sent from my iPhone
On 3 Jul 2017, at 11:22 AM, EC Refund Online-PMD wrote:
Dear XXXX
We forwarded your request to our technical department to check it again.
We will reply you after receiving the answer.
Thank you for your understanding.
Best regards,
Kim Chi ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 8:58 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXXX
Hi,
I m kind of disappointed that the airline insist to impose the fee without investigate the issue and leave me with a bad experience in booking the Vietnam airlines.
I have rechecked before proceed with the payment but the e-ticket come out with the wrong date. If this is my mistake to book the wrong date, I m fine to pay for the changes fee. But it appears to be a technical error in your system, it would be unfair for me as a consumer to bear the charges. Kindly assist to seek your management approval on my request. As I would need to resolve this issue as soon as possible, would you mind to get your management to give me me a call at my mobile on an urgent basis.
Would appreciate to receive a favorable response from you all soon.
Sent from my iPhone
On 3 Jul 2017, at 6:41 AM, EC Refund Online-PMD wrote:
Dear XXXX
We regret that we cannot waive the fee as your request because we have to obey our policy.
Please confirm new ititenary, additional amount and provide us 4 last digits of the payment card that was used to purchase the tickets. We will process the change and charge on the payment card once receiving your confirmation .
Please be noted that the Additional fare and fee may change
Best regards,
Thu Trang ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Monday, July 03, 2017 1:51 AM
To: EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for MS XXXX
Hi,
Thanks for the prompt response.
Can you please assist to waive the payment of USD50 as i strongly believe the wrong date is due to the technical error in your system.
Would appreciate your favorable response in this respect. Thanks.
Sent from my iPhone
On 3 Jul 2017, at 1:11 AM, EC Refund Online-PMD wrote:
Dear XXXX
Thank you for choosing Vietnam Airlines.
With reference to change request dated 02/07/17, Please find the new itinerary details as below:
1 New itinerary RUKGYC
1.
1 VN 674P 13DEC W KULSGN SS1 2050 2145 /E —NOT YET CONFIRMED
2 VN 320P 14DEC Q SGNKIX SS1 0020 0700 /E —NOT YET CONFIRMED
5 VN 331R 24DEC S*KIXHAN HK1 1030 1340 /E
6 VN 681R 24DEC S HANKUL*HK1 1525 1945 /E
3 Change fee USD 50.00
4 Total additional amount USD 50.00
Please confirm new ititenary, additional amount and provide us 4 last digits of the payment card that was used to purchase the tickets. We will process the change and charge on the payment card once receiving your confirmation .
Please be noted that the Additional fare and fee may change
Best regards,
Thu Trang ms
Contact Center – Vietnam Airlines
Trung tâm CSKH Vietnam Airlines
Tel. 19001100
Working hours : 24/7
Email: [email protected]
Website: http://www.vietnamairlines.com
________________________________________
From: XXXX
Sent: Sunday, July 02, 2017 9:58 PM
To: Vietnam Airlines No-Reply; EC Refund Online-PMD
Subject: Re: Travel Reservation to OSAKA KANSAI, JAPAN on December 14 for XXX
Hi Vietnam Airlines,
I have just booked the air ticket to Osaka. But don’t know why the departure date had appeared to be 14 Dec 2017, which I m supposed to departure on 13 Dec 2017.
Please assist to rectify and reissue the ticket to the date 13 Dec 2017 with the same timing. Please see the attached for the flight details. I believe this is some technical error and hopefully no additional charges will be imposed.
Looking forward to your favorable and prompt response soonest. Thanks.
Good Afternoon,
I am writing to make a strong complaint about a recent experience flying with Vietnam Airlines flying out of Melbourne on 19th May 2017 on flight VN 780. On arrival to the airport we lined up in the business class queue, we were informed that the computers were not functioning and out luggage could not be processed. We understood the situation however it was frustrating to see the economy class passengers have there bags process while we had to wait for over an hour. We were asked to stand to the side in a very rude way and made to wait. It was extremely frustrating to also see economy class passengers being taken over the business class counters that we were waiting to be checked in on.
Overall this check in experience was a huge disappointment and our check in process was a bit of a joke.
I would love for someone to get in contact with me regards to this experience.
Thank you
Margaret Bennett
Me and my girlfriend Bought a return ticket from Tokyo to kuala lumpur. Couldnt use the first part of itinerary. When showed up at airport to go back from KL to TK airline said the second part of the itinerary Is automatically cancelled for not using the first part of it. We had to buy a new ticket to fly to Tokyo. Trying to find the way to get a reimbersment. Or file a legal complaint if not getting any compensation
I was booked on the 11:20am flight VN600 from BKK to SGN on 16th May 2017.
After departure time had passed, we were informed that there would be a 30 minute delay due to technical issues. If it was only a 30 minute delay, I was wondering why all the baggage was being offloaded from the plane.
After 1 and a half hours, we were all given a 300 baht voucher to get a meal and a drink and proceed to another gate for a 14:25 flight. I asked the staff where it would be possible to get a meal and a drink for 300 baht in BKK airport, to which she replied “I don’t know”. I ended up adding another 300 baht myself to get the meal.
On arrival at the 2nd departure gate, we were told that maybe we can fly at 19:30 via Hanoi arriving around 22:30 which upset everyone.
Information was very scarce and eventually I was put on the 18:15 Thai Airways flight which finally departed at 19:00.
On Arrival in SGN, I waited for my baggage to come. when everything had been collected we were told that our baggage would arrive in a further 2 hours on another flight.
By the time I had my baggage, it was too late to get to my final destination so I had to book another hotel in HCMC having already lost the money I had paid for the hotel in my final destination.
Overall, the Vietnam airlines staff were rude, uncaring and very disorganised.
When asked for compensation for extra costs and everything I had been through that day, I was told to go away and e-mail the airline.
I am a very frequent flyer to various countries and have never been treat so bad by an Airline before.
On 22 April 2017, my 3 friends and I travel on flight VN7545 at 5pm to Hue from Hanoi. It was the first time we took an internal flight in Vietnam. As the flight was not cheap and Vietnam Airline is not a budget airline we naturally expected some refreshments during the flight. So we were surprised that each of us was given a small bottle of mineral water!
As I was busy doing last minute sightseeing in Hanoi on that day, I didn’t have the time to eat before catching the flight. As I was thinking that there will be at least refreshments on the flight I didn’t eat at the restaurant at the airport. Hence during the flight I was. terribly hungry . So I went to ask the flight stewards and stewardess at the back of the cabin if I could have a piece of biscuit or cake to eat , At that time two of them were eating some food and a slightly chubby steward told me that they had food for the first class only and I could not be given any food eventhough I was very hungry!
I was totally disgusted by the rude and inconsiderate reply given by the steward. I would not go and beg for food if I was not really hungry !
At the end I had to ask food from my friends. Luckily they had kept some complimentary food from our last hotel- a rice biscuit and a packet of peanut!
It is a shame on Vietnam Airline that if a 2-3 star hotel in Hanoi could supply its guests with unlimited coffeee , tea , rice biscuits and bananas to make sure the guests do not go hungry, a big Airline like Vietnam Airline can’t even provide one of his hungry guest with a cake or biscuit!
It’s time Vietnam Airline retrains its staff! I could still remember how the two staff turned over to look at me while they were eating! Just can’t imagine such uncaring attitudes can happen on a reputable airline.. There should be at least food for sale like what the budget airlines are doing if Vietnam Airline is not going to provide passengers on flight less than an hour- but the checking in, boarding and landing takes more than one hour already.
Vietnam Airline should put passengers first!
Thank you .
On 22 April 2017, my 3 friends and I travel on flight VN7545 at 5pm to Hue from Hanoi. It was the first time we took an internal flight in Vietnam. As the flight was not cheap and Vietnam Airline is not a budget airline we naturally expected some refreshments during the flight. So we were surprised that each of us was given a small bottle of mineral water!
As I was busy doing last minute sightseeing in Hanoi on that day, I didn’t have the time to eat before catching the flight. As I was thinking that there will be at least refreshments on the flight I didn’t eat at the restaurant at the airport. Hence during the flight I was. terribly hungry . So I went to ask the flight stewards and stewardess at the back of the cabin if I could have a piece of biscuit or cake to eat , At that time two of them were eating some food and a slightly chubby steward told me that they had food for the first class only and I could not be given any food eventhough I was very hungry!
I was totally disgusted by the rude and inconsiderate reply given by the steward. I would not go and beg for food if I was not really hungry !
At the end I had to ask food from my friends. Luckily they had kept some complimentary food from our last hotel- a rice biscuit and a packet of peanut!
It is a shame on Vietnam Airline that if a 2-3 star hotel in Hanoi could supply its guests with unlimited coffee, tea, rice biscuits and bananas to make sure the guests do not go hungry, a big Airline like Vietnam Airline can’t even provide one of his hungry guest with a cake or biscuit!
It’s time Vietnam Airline retrains its staff! I could still remember how the two staff turned over to look at me while they were eating! Just can’t imagine such uncaring attitudes can happen on a reputable airline.. There should be at least food for sale like what the budget airlines are doing if Vietnam Airline is not going to provide passengers on flight less than an hour- but the checking in, boarding and landing takes more than one hour already.
Vietnam Airline should put passengers first!
My family and I are traveling Vietnam in mid April 2017. I booked 3 domestic flights with Vietnam airline and I received e-mail regarding time change for 2 flights. This is bad because we have a plan. One of the flight changed to 4 hours later from Da Nang to Da Lat. We won’t be able to attend the wedding because of the flight change. I have no point to go to Da Lat because I cannot go to the wedding.
I planned to go to the wedding and the next day going to HCMC. Now, i cannot see the point to go to Da Lat for a day due to the 4 hours delay. In this case, I would like to cancel the trip to Da Lat and fly to HCMC directly. Vietnam airline rejected to refund me and they want to charge me $600,000 per person to change a flight.
I am very upset. I cannot attend the wedding and I cannot get the flight refund. They are the worst airline and I will not book them again unless they solve this issue.
Today I have flown on VN117 Danang to Ho Chi Minh City and VN655 to Singapore. I started the day in Hoi An at 5:00am as I had to leave the hotel at 7:00am to get to the Danang Airport in time. I arrived at Singapore Changi Airport and when I collected my baggage I discovered it was soaking wet. Not damp but soaking wet. I was travelling with my daughter Lucy and we had lodged our bag at the same time, but her baggage was dry as a bone. I examined a number of the items of baggage coming off the luggage conveyer belt and they were also as dry as a bone. As soon as I got to my hotel room I opened the bag to find that almost every item was soaking wet and 4 items of clothing were severely stained. I have just spent the first of only 2 nights in Singapore trying to get the stains from my clothing. In 2 of the cases they are irreparably damaged. I have all my belonging hanging around my hotel room and I am really quite upset. This has been a terrible waste of my time in Singapore and the cost of my hotel room.
We were downgraded by VA on our Honeymoon outward journey from Heathrow to Hanoi on 5th March 2017 due to there being no Premium Economy seating on the flight, what VA have failed to do to date is refund the 75% of the flight base cost for both of us which should have been £768.50 , instead they have only refunded £255.56.
The CAA regulations state the following in which i had to point out to VA, I’m still unsure as to why VA did not do the honorable thing in the first place and just refund as per the regulations below in the first instance.
It also states that the refund should be made within 7 days and we are still going back and forth to the Uk sales team in order to resolve.
We have flown with VA numerous times to Vietnam but have decided not to in future, their loyalty to customers leaves a lot to be desired as does their customer service.
“Being reimbursed when downgraded
If you are downgraded, your airline must reimburse you within seven days. The amount you receive is calculated as a percentage of what you paid for your ticket, and depends on the length of your flight:”
“For short-haul flights of less than 1,500km, you will receive 30% of the price of the flight.
For medium-haul flights of 1,500km – 3,500km, or flights within the EU of more than 1,500km, you will receive 50% of the price of the flight.
For long haul flights of more than 3,500km, you will receive 75% of the price of the flight.
It is likely you will only receive a refund for the portion of your journey that was downgraded.”
“For instance, if you booked a return ticket for £1,000, but were only downgraded on the return leg, your reimbursement may be calculated as a percentage of £500.”
Good afternoon,
I was supposed to fly with your company on the 20th of February 2017 at 07:45, from Phu Quoc to HCMC, flight VN 1810. We entered the plane and after more than 1 hour we were asked to leave the plane due to technical problems. We were waiting for new information, but nobody came to provide us with any update. Apparently they couldn’t fix the plane and all the passengers were left at the gate without any information on the next flight.
We (myself and 4 more passengers) approached your counter and managed to change the flight (we all had connecting flights from HCMC to other destinations) to Jetstar. We left the airport at 10:45 with 3 hours of delay.
Nobody offered us water, food or any compensation. 4 people with me have missed the following flight and could not get the new one on the same day. I missed my flight, but managed to change it to the one later in the afternoon. I arrived to my final destination (Danang) more than 2 hours later than expected.
The staff reaction was not appropriate. Nobody kept us updated on what was happening. No water or food offered. No money compensation.
I am expecting an offer of compensation from your part,
Regards,
Ursha Fister
My Flight No VN773 from HCMC to Sydney on 6th Feb 2017 was due to depart at 21.30 was delayed until 01.30AM on the 7th Feb 2017. During this delay I was offloaded from the aircraft and in the intervening four hours was not given any refreshments or food except for a small bottle of water and a small bag of chips. I find this totally unacceptable that a national airline can act in this manner to its customers and I think some form of compensation is due.
Flight today from Hcmc to Singapore vn655 was delayed and it was so hot in the cabin the whole flight. It was the worst flight I have ever been on. As it was delayed I missed my Qantas connection to Perth. I thought VIETNAM airlines was ok but after that flight I will never recommend it to anyone again.
As a frequent flyer with Vietnam Airlines, due to the fact that I am a UK expat living in Hanoi, I had several unacceptable situations on my return flight back on the 05/01.
Firstly, we were heavily delayed and left without explanation whilst onboard the plane. We were left sitting on tarmac, which resulted in me being late to work in Vietnam. Nobody could tell us why, and when I asked for water, I was not given it because we were not in the air.
Secondly, I requested a vegetarian meal before boarding, which I was assured would not be an issue. I am aware that normally the request has to be made 48 hours beforehand, but as my travel agent booked my flights, she forgot. As a result, I asked at check-in, and they said this was fine. However, once on board, they had not received this request and I was unable to eat any of the meals. I reason I asked before was so that I could buy food before the flight if Vietnam Airlines couldn’t give me a vegetarian meal. However, they said it was fine, so I didn’t purchase any food. This is quite unacceptable and staff were very unsympathetic and unhelpful which leads to my third complaint about this unpleasant flight. I found generally on my outward and inbound flight that the onboard staff were less than welcoming and helpful, which added to my general disappointment and anger about the whole situation.
As I said, I fly often with your airlines and always recommend that my family and friends do so when they visit throughout the year, however, I would consider taking another airline in future if my mentioned issues are not resolved in future.
I booked a flight 10.30am today to hcmc. Upon check in, the staff told me I have made a mistake, my flight is at 2.30pm! I have booked a business class seat. She asked for my electronic ticket, which clearly, shown confirmed flight to hcmc 10.30am. But she was telling me I am on a standby!!! I was frustrated and arguing with the staff. The manager came. All he said was the flight is cancelled! Not even an apology. Honestly, I am truly disappointed at how the airlines managed flight cancelation and customer satisfaction.
What is the point paying for business class? I went to the concert counter in Phu Quoc to see if I could book an earlier flight. The gentleman said he would not look up my information using my name because it was easier for him to do it via my reservation code. I had to find and give him my reservation code only to be told that I could not change due to the flight being full although I could downgrade but would not receive any money back.
I understood the reason but his attitude was very poor and relaxed. Not polite at all.
On the 29th of November, I flew from Sydney to Ho Chi Minh City onboard your VN772 flight. As a seasoned traveller, I was excited to fly Vietnam airlines as it was not one I had flown with before.
But soon after taking seat on 51C, I found that my tv screen was not working.I turned it on and off multiple times, but unlike the many passengers around me who could easily access movies on their screens, I could not.
After take off, I then explained my problem to one of the hostesses. She said she would do something to fix it. An hour passed and nothing happened. She did not return. I then asked a male host and explained my situation. He said he would try and restart the TV and come back and notify me afterwards. He returned only to say the screen I had was broken and that there was nothing he could do about it. He then ushered me to another spare seat, but the tv screen on the new seat did not work either. On an eight hour flight, I was unable to watch any movies, unlike everyone else around me.
This is unacceptable fault on the airline’s behalf. I have paid the same price as every other economy passenger on board that flight, and due to the airline’s malfunction, I should not have to miss out.
I am flying back to Sydney from Ho Chi Minh City on the 24th of December with Vietnam Airlines. My previous experience with this airline is not something I would like to happen again.
I have arrived in Hanoi at 6 pm today. With the next flight not till 9pm I had 3 hours wait in front of me. I have inquired at service desk about my check in and found out that my flight is delayed by 45 minutes. So I have asked if there is possibility of changing my flight and flying earlier to be told that as the flight s not delayed by full hour I am unable to change. Would you be supervised that I am still in Hanoi and this plain had already 3 delays. I have been traveling already for 24hours. Considering that I have inquired about a possibility of taking an earlier flight and have been turned away because my flight was not delayed enough to qualify. What do you say now after nearly 3 hourly delay.
I booked my flights to Danang from London with a short stop in Saigon, the morning before my flight my Travel Agent called me and advised there had been another time change on my flight. However this time it was an ‘unconfirmed’ flight. So we had to select another flight which would give me a longer stop in Saigon. Upon arrival to Saigon I realised my original flight was still operated and therefore I had been bumped to a later plane for no apparent reason. I would like an explanation as to why? My travel agent advised that once a flight is ‘unconfirmed’ in a booking there is nothing they can do to keep me on the same flight. Was the flight too busy/overbooked or what is the standard process for your flight changes?
I am in Hanoi without my baggage. Vietnam Airlines failed to load it onto the plane at Heathrow and told me it would be here at 8am today (the day after my arrival) and gave me $30 compensation to tide me over for 1 day. It has not arrived, and I received no notification despite having left all of mine and my hotel’s details with them. After getting my hotel to call, it will now apparently be tomorrow or the next day and no further compensation will be given for the additional 2 days delay! I am on a big multi-stop trip and planned to leave Hanoi in the morning to go to Halong Bay and then onwards to other destinations. I now have to stay an extra night in Hanoi, or go to Halong Bay as planned with absolutely zero luggage- either eay this will cost me far more than $30 – either to book another night at my hotel, or to buy everything I need for the next few days (medicine, mossy spray, sun cream, clothes, underwear, towel, swimwear!)
To make matters worse, my receptionist was given a non-functional email address to email my complaint to, and I have had to spend half of today inside my hotel using the internet and making phone calls, as well as having my boyfriend make enquiries from London in an attempt to get a definite answer.
I am so pissed off – a situation like this is a bit crap, but can be improved dramatically by clear information, adequate compensation and good communication. I have received none of these, and as a first time customer of Vietnam Airlines, I am not impressed!
My name is Frank Tak Ong, on the 14 of october 2016, i arrived to the Sydney Airport to check-in earlier so that I can get a seat close to the window and as close to the front as possible. I received the seat number 48K or 49k, during boarding Vietnam Airline Officer told me that my seat had been changed. One of the officers took my boarding pass and tore it off and moved me to the back seat 54k, without my consent and did not respect me at all as a customer.This affected my mood for the entire trip. I traveled around the world for many years with different airplanes. This is the worst in terms of service. On the plane I spoke to the cabin crew and they gave me a complaint form.I filled in the complaint form and handed it to Mr.LY Trung.He said that he will hand it to the head office once he has arrived to Ho Chi Minh City and will have a meeting. Until today,I still have not heard anything from the airline.Once again it seems as though your officer has lied to me.
This is the first time I flew with Vietnam airlines and my impression was of incompetence, total lack of care, no imagination and indifference.
Vietnam airlines made me pay 3 times for the same flight!
Flight VN175 Hanoi to Da Nang
November 28 Booking Reference VNA34535 Reservation Code VNDDWP
1.Hanoi check in refused my partner because I had not written her Vietnamese middle name in the booking. ( there was no option on the website). The Family name and first Name were correct.The Checkin Clerk said cheerily that I had to go to the Ticket Office and amend the Ticket. Wrong!
2. The Ticket Office refused. I had to buy another Return ticket for my partner. And they sold me the wrong return flight. Wrong!
3.On return, at Da Nang Check in, the clerk spotted the error and said Cheerily (yes you guessed) that I had to go to the Ticket Office and amend the Ticket. Wrong again!
4. The Da Nang Ticket office refused and offered no options and genuinely thought it was OK to leave my girlfriend and Fly off on my ticket. Lots of blah about regulations cannot do anything Stay over in a hotel etc.
5. Finally, she agreed that I actually I could By a 3rd Return ticket for my Partner. So I did.
6. We passed through Security then , we were recalled to the Ticket office to be told that actually we could have a refund of the 3rd payment I had just made.
My flight from Nha Trang to Hanoi (VN1560) at 1.55pm has been delayed for 3 hours and counting and not once has any staff informed us of the delay or given us an update. When we asked, we were given vague answers. This is extremely poor customer service and I have been put off flying with Vietnam airlines ever again. I will ensure that my family and friends don’t ever fly with you. Unacceptable service for such a well known air-line
We’ve been waiting over 2 hours for our delayed flight from Nha Trang to Hanoi and still no indication of what time our flight will be! Vietname airlines, we will never ever fly with you again. There was no information regarding the delay and what was causing the delay. You have a lack of staff and no one seems to be competent. You have ruined our experience in vietnam.
This complaint is focused solely on the customer service experience over the phone in Singapore, which was just horrible.
I’ve used Vietnam Airlines before in the past, and have had nothing but pleasant experiences. This time around, I’ll be traveling with a baby and wanted to call them to clarify a few things.
Not only was the customer service rep extremely rude, she also refused to refer to her manager as well as divulge her full name. In the end, we didn’t receive the information we needed.
I suppose if you don’t encounter any problems or have any questions, you’d probably enjoy the flight. But if you require any kind of assistance over the phone, then you’re out of luck.
Extremely disappointing. Won’t be flying with them again.
I just flew Ho chi Minh to Sydney on booking reference – hiyipi. Upon arrival my bag was broken. The wheel has been completely torn off. I’m away for 6 months. Now I have to buy a new one. This is unacceptable. Plus I flew on 31 oct London to ho chi minh and had no entertainment on the 12 hour fight as it had broken. I was not at all happy. On my last flight from hi chi Minh to Sydney I paid to upgrade to premium economy & I had no entertainment. It’s just not acceptable. I could have flown a low cost carrier if I had have wanted no entertainment. I fly round the world twice a year and own a tour company taking people to Vietnam. It will be very hard to recommend you as an airline that all my customers use!
This below email was sent to me more than a month ago. I sent 3 emails asking about details and the person started ignoring my emails. Another email was about a visa they wanted me to get for a transit in Vietnam for 340 dollars when I didnt need one as I had a Korean passport. I asked several times in the airport if I would still need one if I checked in with my Korean passport and they said yes. Turns out I didnt need to get one and once I started sending a complaint email, they ended up ignoring it too. Poor customer service.
—
Dear sirs,
Thank you for your email.
However please kindly note that the UK office is unable to transfer money to an overseas account as the compensation will be paid in GBP. We can only compensate via cheque in GBP to passengers with permanent address in the UK. I will double check with my supervisor to authorize our office in MELB to assist us in compensating for you. Please kindly let us know once you have arrived in MELB. Do also advise if you still have the original bag tag with you?
Best regards,
Phuong (Angel)
Vietnam Airlines UK
4th floor – University House
11-13 Lower Grosvenor Place, SW1W 0 EX London
Tel: +44 203263 2062
Fax : + 44 203263 2064
http://www.vietnamairlines.com
On September 17, I took flight 772 from Sydney to Ho Chi Minh. Both mine and my husband could not get any movies on our screen. A lovely flight attendant tried three times to fix it but to no avail. 8 1/2 hours is a long time without any entertainment. We returned home via flight 773 on October 2, which turned out to be interesting. If you turned our light on above our heads, it turned on the light in front. Very amusing for us but not for the person in front of us and we could not use the light for another 8 1/2 hour trip.
I am currently in transit in HCM airport
I have booked a return ticket from SYDNEY (Australia) to PARIS (France) and return
Departure :01 sept 2016
Return : 25 sept 2016
When travelling to Paris, I was in transit for 6 hours before I could catch the connecting flight. I was offered a single meal during the waiting period. When I returned, there is a wait of 14 hours between arrival of VN0010 in HCM City and departure of VN0773.
Regulations would suggest that a minimal comfort be provided to passengers that have an extremely long wait ; I was offered a single meal for the 14 hours wait.
This is clearly unacceptable. Your personnel on the ground are unable to help and are treating the matter extremely lightly.
Obviously, I will not encourage my friends to travel with your airline.
I made a phone call to your Myanmar Office this morning at 10:36 AM to enquiry about credit card verification process.
A lady from your office picked up my call but the way she reply to my questions was very impolite, rude, and even shouted at me. I am wondering how could you appoint her as customer service officer when she doesn’t even have that sort of qualification and I am very disappointed in her and your airline. She is not good enough or patience enough to answer customer questions, she should not be sitting at the desk to answer people calls to make them feel disgusted at your airline.
I wish you could do something better for her to improve customer service skill otherwise this could be my first and last flying with Vietnam Airlines. This is my first deepest frustration with a airline customer service after more than 50 overseas trips.
I am writing about myself and my families experience. We were scheduled to catch a plane to Melbourne from Siem Reap on the 21st August. It was cancelled..We were accommodated in a 5 star hotel for the night, which was great. However the water they use is filtered water and I got stomach problems. Then the next day, the plane was delayed. On the flight, our onboard entertainment did not work and it took over 30 minutes to get a blanket. I have a 2 year old daughter and it was difficult to travel without entertainment and comfort. Then when we got to Melbourne, my Passport was damaged. Not by any fault of the airline. Then we waited for our luggage to arrive, which it didn’t. It was still in Vietnam. So now we are a day late with no clothes. It is my birthday and yesterday my friend scheduled a day off work to pick us up, however because of the changes, he could not do so today. We had to rely on other means.
VN7355, date August 21, 2016 from Nha Trang, Cam Ranh to Ho Chi Minh city. A couple ground staffs at boarding pass check in at airplane door name Dung and her male coworker are absolutely rude and impolite when telling us to have each of our minor children to carry boarding passes by themselves separately but our kids are only 7, 5 and 2 years old.
The check in lady Dung ignored answering her name and her coworker yelled at us while other passengers stared at how they treat us. It’s a bad experience on our first trip to Vietnam.
We have never had an experience like that offered by Vietnam Airlines. Last weekend my husband and I travelled on this airline from Hoi An to Ho Chi Minh City VN7121 on 14 August 2016 with Business Class tickets. Arriving early at Hoi An airport we lined up in the Business Class check in line. Generally this would entitle a passenger to priority service. We were the third customers in line and 45 minutes later we had not moved. Ground staff then proceeded to move others in front of us to be serviced first (presumably they had waited so long they were now late for flights). Eventually we made it to the front of the queue. The check in lady was now being assisted by another man, both were extremely rude and unwilling to answer our question about the delay. We then rejoined our friends that were travelling in economy on another airline and had long since checked in. We walked to the security check area and followed our economy class friends who were directed into the priority line. Oddly enough we thought this was a reaction to the poor service received thus far.
When finally reaching the front they were advised they needed to return to the end of the standard queue (they only lined up here on the advice of the ground staff, and we were following them, not the other way around, so nobody had seen our boarding passes for Business travel). On reached the other side we see our flight was listed as ‘delayed’ so we left our friends whose flight was on time and proceeded to the Lotus lounge to wait. The lounge was extremely crowded with very dirty tables and no staff cleaning or removing dirty dishes or glasses. In this section the airport announcements were inaudible (obviously something wrong with the speakers in the lounge as everything was completely muffled) however there was a flight board detailing boardings and departures etc, so we sat a waited. Some time later I fortunately decided to take a short walk outside where I saw people boarding a flight from the gate our flight was due to depart from. On returning to the lounge I questioned the lady at the front desk who advised that, ‘yes our flight was boarding’.
The board still showed that the flight was delayed. It is unknown if there had been any announcement as the speaker system was not working in the lounge. Not sure what would have happened if we had not shown for the flight. Nevertheless my husband made his way to the checkin gate whilst I visited the bathroom. As we were a little late he boarded the flight. When I arrived at the checkin I realised that we had mixed up our passports and he had boarded with mine and left his with me. Very disturbing that this was not picked up by the ground crew! Finally I get onboard the flight to find that we had not even been seated together. It was a busy flight but both of us were seated beside single travellers so this simply made no sense. Then to top it all off we waited at the luggage carousel for more than an hour to collect one small bag. This resulted in our pick up having to wait all that additional time for us. We are outraged by the comedy of errors that occurred during our travel on Vietnam Airlines and the lack of interest from the airline staff. It is unlikely we would chose to fly with Vietnam Airlines again if there was another option which is a real shame as we are now living and travelling around Vietnam regularly. From reading the other complaints above I can see we are not alone with our disappointment. Customer service really needs some major improvements and we would hope this will commence with a letter of explanation and apology at the very least.
I am writing to express my deepest frustrations regarding your process for booking special meals. Having travelled with numerous airlines over the years, upon booking is when most airlines allow you to select a special meal. When I travelled in March I missed the 24 hours notice. However with my persistence I was able to get your phone staff to call ahead and secure a meal. This after the first staff member outright refused to take it beyond a no.
Yesterday we booked a last minute flight from Hong Kong to Da Nang,booking after the 24 hour notice period. Again unable to select upon booking.
The staff at the airport refused to even call ahead to see if there was anything that could be organised for me.
I was then told that they could not prebook my return meal and I had to call ahead. Given that many tourists don’t have access to a network when travelling how are we to book this? It seems that a major upgrade of your booking system is required.
I would like to share my experiences with you for better service from next time. I used Flight VN659 with my family from Ho Chi Min to Singapore on July 30th. When we sat our seats, my wife and son found some bad smell and wet seat and floor. It looks someone had vomited at there. As I had two kids, I wanted to sit together with them. But we had to sit separately. It was not good for family trip. As staff were so busy to handle their own jobs. And I asked your staff to get a complaint card, but wasnt given the proper one. Not happy with the services.
We fly VA from Melbourne to Saigon on 11/7/16. Got to my seat, sat down, moved slightly in my seat and it flew backwards like i had pressed the release button. I fiddled with the button in case it was locked, but the seat kept doing that, so every time i moved i ended up in the recline position. I complained to the staff, who acted like i had broken it, then approx an hour later finally moved me. A bit later during the flight i went to the bathroom, was horrified to see the underbench cabinet was held in place with 12 pieces of duct tape!! I went to a different bathroom, and noticed the whole toilet moved about 15-20cm to the left and i could see the back of the toilet behind the cabinet (i am not overweight 65kgs), i honestly thought the toilet was going to come away from the wall !!! Then to top it all off after a lovely stay in Vietnam, when i checked in to Saigon for my flight back to NZ, they refused to check our baggage all the way to NZ, stating i have to off load it at Melbourne and check it in again. The counter person was adamant they aren’t having code share with Jetstar, however according to their website they are and i bought the ticket as one flight not separate flights. The plane out of Saigon was delayed 45mins, and when we got to Melbourne ground staff advised to not collect our baggage as we would miss our next leg and jetstar wouldn’t put us on another flight !! Hence we left our baggage as was assured it would follow us home, 2 weeks later and we are still waiting for one of our bags to turn up !! Would never fly Vietnam Airlines again.
We travelled to Hanoi on 12th July,arriving at 8.15am on13th July. When we arrived we waited for almost 2 hours filling out paperwork for luggage which did not arrive. Our luggage was finally delivered on 14th at approximately 7pm. When my case did arrive it was saturated in fish oil,destroying the case and almost half of the contents. I was most distressed as I had travelled especially for my son’s wedding. I had bought new dresses for this and they were ruined. I expect to be compensated for this of course. Most of my clothes were bought over a period of time,therefore I have not kept receipts. I have also had to borrow a case for the return journey.
I flew business class Vietnam Airways from Ho Chi Minh city to Melbourne 12th July. I was so disappointed and disgusted at the lack of service and food choice. The plane was old and rattly, and I had some doubts if it would last the distance. Lack of choice in the menu was disconcerting. As I cannot eat any forms of fish, I chose a noodle soup only to find it was full of prawns, so that was out. About midnight feeling hungry, I asked for a snack. This threw the staff into a big discussion (actually the staff did very very little after dinner) and I was given a small packet of nuts and the most shocking tepid milky liquid masquerading as tea.
The steward attending me was very polite but had very poor English skills and appeared to me to be a ‘learner’. I could go on but I end by saying I had far better service in Economy on Jet Star on my flight from Melbourne to Singapore.
I was on Flight VN 1189 from Haiphong to Ho Chi Minh dated 13 July 2016 and was seated at row 29G in front of me is the Emergency Exit Row Area. During the final approach prior arrival Ho Chi Minh, I was totally surprised and alarmed to see that nobody was seated on the Emergency Exit Area (In contrary, One flight attendant was seated on departure Haiphong). The safety lapses at that instance is extremely intolerable and In my understanding a major violation of Aviation Law and Federal regulations .
I took clear photos and videos of the area in questions on arrival Ho Chi Minh terminal. I still have the photos and videos.
I was due to take a flight from Dublin to Hanoi on 23rd May 2016 however I was not allowed to board the flight as I was told I required a visa. I’ve since rechecked the information for British passport holders on the Vietnam visa requirements site (https://vietnamvisa.govt.vn/), UK government advice for foreign travel (https://www.gov.uk/foreign-travel-advice/vietnam/entry-requirements) and spoke with my Vietnam travel advisor. Each one states the same thing – that no visa is required for British passport holders staying for less than 15 days. I feel I should be refunded for my ticket on this date. Still waiting for any communication.
I just completed a flight from Ho Chi Minh (SGN) to Rennes (RNS) via Paris CDG (business) VN011. When i recovered my luggages, i noted the lock of my suitcase damaged. Checking my suitcase, I noted the disparition of small jewelries more sentimental than worth including some empty boxes. The most surprising fact is that I have been invited by VN Check in desk to verify the content of my luggages after screening. I lost around 1000 Euros.
We took this airline for the first time 15 days ago, for our honeymoon in Vietnam. The flight Paris/ Hanoi went well and we appreciated the staff, the service on board, the comfort and the cleanliness of the plane. We felt good and safe! A few days ago we made Hoi an/ Ho chi minh city and it was a disaster. The flight was late (3 hour of delay on arrival) with no excuse and no explanation. The worst for us was to be transfered in a plane of Cambodia airline… Why???!!! Still no explanation! We have chosen Vietnam airline for its good feedback on internet and specially safety!! Doing the route in Cambodia airline was a little worrying. We pay for a service and to be free of safety worries (as you know we pay attention to security a lot). Being transfered in a plane with no AC and specially no baggage area was horrifying! We spent the longest and most uncomfortable route of our life!
Tonight we are going back to France from Ho chi minh. We really hope we will not have any surprises :(. Bad surprises!!