- Verified customer
My name is Matt, I'm 44 years old and I traveled to Vietnam on the 19th of September 2019 with my wife for a 1 month holiday. We both flew home to Australia on the 17th of October 2019. The experience on the flight back to Australia on flight VN781 departing Hanoi at 5pm was absolutely disgraceful, and worse than the initial flight to Ho Chi Minh City from Australia. The staff were rude and arrogant, barging past, kicking and kneeing me at least 10 times, and that was even before take off. Not one excuse me sir or one apology. One particular st...aff members attitude was disgusting towards myself and other Australian passengers, he was rude, he kicked me several times and acted like nothing had happened. His ignoring of western passengers was not fair or consistent with vietnam airlines company policies and bordered on racism. One stewardess elbowed me in the head and just kept going along with her business. None of the staff smiled once to the western passengers, it was like it was an absolute chore, and made our trip very uncomfortable. On the flight from Australia to Ho Chi Minh City one stewardess spent an unusual amount of time with a Vietnamese passenger, moving him to exit row seating and giving him priority treatment while he wrote a review on the staff, with her standing beside him telling him what to write. My wife had no in-flight entertainment for an 8.5 hr flight, as the tv would still not work after trying to reset it constantly for 3hrs, we were then told if we both wanted in-flight entertainment we could not sit together. The service this company offers is, for lack of a better word, rubbish and that's being nice. Its actually non existent. We will never fly this airline again, if I could have got off mid flight I would have. We tried for one week every day before our flight home to upgrade our flights ( either business class or premium economy ) both we were willing to pay for, or at least get emergency exit seating as I am 6ft 4inches, only to be told there are no available seats. Once on the flight it was clear some of these seats were absolutely vacant, yet they were not made available to us. The way we were treated on this flight was terrible, and i felt we were treated like second class citizens. It felt like to us that the bad treatment was because we were not vietnamese, this is also how we felt after visiting one of your offices several times in Hanoi to try to upgrade our flights we got no help whatsoever, and wasted hours of our holiday. It is so clear flying with your airline that if you are vietnamese you will get much better treatment, this was also apparent from the huge amount of time spent by the in-flight crew with the Vietnamese passengers, we were simply ignored. I have never in my life been made to feel this way. It is the clear reason why I or anyone else I know will never fly with your airline again. Even if it costs us thousands of dollars extra to use another airline, i will not subject myself or my wife to that kind of treatment again. No in-flight menus were supplied, and when we asked the staff they simply said " we don't have enough " What ???? You don't have enough menus to service the amount of customers you have on your plane ????? All these people have paid a lot of money to be on these flights. The food that was served to us, if you can call it served or food, was just thrown at my wife and I. The quality of it was inedible and disgusting. We have no idea what it actually was. The standards you run your airline to are completely sub par and are again rubbish. Paying nearly $2000 for these flights actually makes me quite angry after the way we have been treated and if I had the chance I would demand my money back or wish to be compensated in some other way
- Verified customer
Terrible experience with this airline
I flew from Sydney to London via Hanoi. Every flight leg was delayed between 1 and 4 hours, with the worst being in Hanoi where we waited about 4 hours without know if our flight would be going at all as they removed it from all the TV screens. Luggage arrived to London completely soaked with damaged items. On the return route they managed to lose our luggage and we had a very stressful layover. They were very unresponsive and needed to be called nonstop to do anything. They finally found our luggage at the airport a few hours before our flight. The complaints department is virtually non-existing. Avoid flying this airline
- Verified customer
We won't fly with Vietnam airlines again
This is the worse airline by far that we have flown with. And we have traveled extensively around the world via many different airlines. Even though we were traveling via business class, the customer service we got was horrendous. I can't imagine how they treat their economy class customers! First they sent us a change of flight time TWO DAYS before departure (Singapore - Frankfurt) by 2.5 hours earlier! Not 30 minutes, not 45 minutes but 2.5 hours earlier. We do not live in Singapore therefore we naturally had pre-booked weeks before a differe...nt flight into Singapore, arriving at approx. 3 hours before our original connecting flight with Vietnam Airlines. The gap then didn't allow for 2.5 hours of flight change time. Trying to contact Vietnam airlines by phone is a futile effort. They are worse if not as bad as bargain airlines where it's impossible to get a hold of anyone by phone. Their automated phone system tells you to press X for English but nothing happens. It goes in a loop in Vietnamese. I then had to be creative and called up Singapore airport and asked to be transferred to Vietnam Airlines check in counter. Still didn't get a hold of anyone. Singapore then suggested I contact them via FB chat. So I did...oh my gosh, let me tell you, if I can gouge my eyes out it would have been less painful. Their English is so poor they cannot understand my concern. They kept insisting (for over an hour!!!) that the flight time didn't change even after I sent them screen shots after screen shots of email confirmation and email notification of change time. Why did you send me a notice of time change of flight if the time didn't change?! But they kept insisting they are right. Really? At the end (after 2.5/3 hours of chatting) they finally realized they did change the time. And the answer for that was - we are sorry for the inconvenience. REALLY? That's it? No offer to cover the cost of our new flight booking in order to connect to their flight, clearly all their fault. Unbelievable! Anyway, as far as business class goes, this airline is crap. Their toilets stink of urine (and there's always a random wash cloth on the floor that I think the flight attendants use to clean the floor?!) and it's the size of an economy class bathroom. The seats, while roomy like a typical business class cabin, are old, dirty and disgusting. They really need new upholstery. There are hardly any nooks and crannies to put away your stuff - no different than a premium economy in SIA for example. Flight attendants are friendly enough but they hardly spoke English. They really need to train their staff better if they want to be a global airline, that's all I have to say. Lounges are sub-par. You get better foods at the restaurants in the airport and seating much cleaner outside the lounges (in Vietnam). Stains on their seats and chairs and tables not cleaned on a timely basis. Disgusting. Never again.
overall below average -changed schedule / very poor service & boarded via bus when gates were empty
-Booked & paid for return tickets from Australia to Vietnam approx 6 months before travel dates.
-Received email around two weeks after booking that both flight times had changed which then threw out the pick up times of hire cars I'd already booked.
-when returning to Australia the flight did not board via one of the MANY empty boarding gates at airport. Instead all passengers had to board buses at the gate and travel quite a distance to the plane, where we waited approx 10-15 minutes inside the closed bus before being let out to walk to plane...
Promised a partial refund and delivered zero...zero star rating
On 2 Feb 2019 I was promised a partial refund on flights from Vietnam to Australia on Christmas Eve. The airline had cancelled these and several other flights that my son was booked on due to visa problems resulting in him missing the first leg of the flight from Cambodia to Vietnam. When I contacted the booking company (Wotif) they said Vietnam airlines was willing to give a partial refund which we would receive in 8-12 weeks. Today I phoned to see where the money is and was told we would get no partial refund at all. It is not necessary to te...ll lies and give false hope to shut someone up! I realise now it is airline policy to cancel all ongoing flights if one leg of the journey is missed but this was out of my sons control and resulted in him paying double for his flights home. How can airlines charge customers for a service they did not provide and customer was not aware of cancelled flights until they reach the airport.
- Verified customer
Separate family’s and are extremely rude!
Never again!!! They seated my 10year daughter and 12year old daughter next to a single middle aged dodgey looking man, my husband and nine year old son together then seated me their mother 5rows back!!!I refused I swapped my husband to seat next to this dodgy man, child safety should be priority..particularly as this was an over night flight!! The Rude self centred male host on this flight screamed at me me are you happy now when I moved my husband and proceeded to be rude & obnoxious for the next of the flight. He was the youngest looking male on the trip from ho chi min city to Melbourne on flight VN78 on Sunday 26/8/18, I requested his name to complain but he refused!!!
Separated by my husband and 2 year old
My husband and l flew on Vietnam airlines from ho chi minh city to Melbourne over the weekend and was separated from each other. My 2 year old was sitting next to me with a stranger. They took 45 mins to check in and found out that we were running late for the flight. It even made us more frustrated as still had to go through customs and security check which is more lines. I was seated with my 2 year old daughter at 19 h and 19 g and my husband was at 23e how far that was. Also my daughter's tv screen wasn't working too. So it was a difficult f...light with dealing with my 2 year old. Very disappointed with my whole experience. It wasn't our fault where our flight from nha trang to ho chin ming city was delayed by 20 mins, that we arrived late. Also note when we booked the flight we selected the seats already too.
Up there with the best
Surprisingly this airline was outstanding. I’ve travelled with emirates, Singapore airlines, Qantas, and New Zealand and Canada. I can honestly say that It was one of the best flights of ever had. The staff are very attentive, the food was excellent and the legroom was fantastic,
Very happy customer
Everything from the beginning of our flight from Melbourne to Vietnam, internal flights and return was excellent.
On board attention, service with a smile and nothing was too much trouble. They also catered extremely well regarding my special dietary needs.
Would definitely fly with Vietnam Airlines again
- Verified customer
A good value ticket to Europe, ruined by poor customer and ground services.
I booked a ticket via a travel agent in December 2017 for a return trip to Europe in premium economy - compared to their competitors Vietnam Airlines have a good priced product with good connections to Melbourne and Sydney.
The flight was fine, with plenty of leg room and baggage space - let down by the poor inflight entertainment system
with limited choices and poor sound quality. The food was okay, nothing special.
What annoyed me about the trip and prompted me to give a poor review, is that my bags were delayed by three days - this was...
Never again this Airline should be classed as Budjet
Purchased an economy ticket Sydney-Paris return having flown with them on many trips, the last 2 trips really changed my mind to travel with them again.
It took 36 hours travel time and 4 sectors Sydney- Saigon- Hanoi-Paris and 2 transfers Saigon and Hanoi where we were left to find our own way to the Domestic Airports where we had to get a visa to cross the road and no gate direction and the 2nd a shuttle where we weren’t told where to catch the bus.
We were given meals that were Luke warm on their Dreamliners and no choice of food at all an...
I exceptional customer service from Melbourne booking office
Was confused when I wanted to book a flight using points due to different amounts for different days. Decided to email Customer Service for some information. Got better than that the ladies asked me when and where did I want to go and gave me options to select from then they did all the hard work and booked our flights. Very friendly and helpful over the phone and I think they are totally customer focused.
- Verified customer
comfortable and quick service
The flight I booked was a Domestic flight, flying from Nha Trang to Ho Chi Minh City. Booking and check in was easy, the flight though a small Air Bus 320 was comfortable, and arrived on time. The Aircraft was clean and the decor very pleasant. The staff pleasant
Vietnam Airlines: Disappointing indeed!!
Bad experience. Relatively recently I flew to Vietnam (Ho Chi Minh) from Sydney (return). Unfortunately, for the entire flight back from Vietnam to Sydney, the entertainment system (including TV console) was not working in our section of the plane. What was perhaps most disappointing was that when this was raised by various passengers the hostesses undertook to look into the matter. Despite this, and after a few hours, no update was provided as to why it was that the entertainment systems were not working, with the hostesses simply walking up a...nd down the aisle, ignoring us. This continued for well into the flight and we were left trying to keep ourselves occupied/endeavouring to get the entertainment systems/consoles working. It is one thing for technical issues to occur. It is another thing for staff to simply ignore us. It would not have been until over half way into the flight that, finally, we were informed that the system had gone down and there was nothing that could be done. When we asked whether we could be moved to others seats, we were told that the flight was full/there were no other seats available. In short, the level of customer service provided was very poor. In this day and age for a supposed 4 star airline not to have functional entertainment for its passengers is disappointing. What is even more disappointing was that when I wrote to express my disappointment I was fobbed off. After escalating my complaint, I was offered the paltry sum of $30AUD in circumstances where my flight was $1400. I will not be flying this airline again!
Good economy flying- as long as you know what to expect
There are some peculiarities of this airline you need to know about - and probably what leads to all the complaints.
First of all - it was cheaper than flying SIA, and direct, so I guess one doesn't really expect SIA level service.
Having said that, boarding and meal service was fine.
Then after meal service, the staff disappeared.
After some time, I thought it would be good to get a drink. Dinging the attendant button had no impact.
Then I noticed people - many of them - eating cup noodles. Curious, I went walking to the nearest galley. ...
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Questions & Answers
I’m flying economy, Melbourne to Ho Chi Minh City. It says my meal is included. Will I need money for drinks etc.?
No, drinks should be included. VN Airlines is great when it comes to providing food and drink in the cabin.
They just suck at not making last minute changes to people’s schedules.
Agree with Brain L - they are a "full service" airline, not a budget carrier. No need to buy anything on board. Only issue sometimes is finding the crew to help you - so don't be afraid to get up and walk to the galley to look for them.
Which hotel do VNA provide for long hours waiting?
I could not get on to the airline to book a hotel. I was business class and should have been able to qualify for one. I booked my own hotel and did not do a tour.
The air line will not reply to my question re the difference in service between Hamburg and Ho Chi Minh and the leg from H C Mimh to Melbourne. Very rudeand arrogant in my opinion. Granda
I want a refund for my flight from ho chi min city to Melbourne. The service was disgusting actually there was none !It could not be worse in economy class Shuldn'I be entitled to a refund .?
Why not Andy ? . I did not get what I paid for. I also did not get any answer to my question 'Why the big difference in food and service between the flight from Hamburg to Ho Chi Minh city and the flight between Ho Chi Minh and Melbourne.' Not good enough for
an international carrier.
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