Vietnam Airlines

5 Months after an international flight cancellation a few hours before departure from Frankfurt to Hanoi and after many emails to the 'correct' people within Vietnam Airlines, nothing but 'we will/are looking into your claim for monetary compensation that is due to you'. This, after 10 years of flying with Vietnam Airlines to and from Europe who we have recommended to many despite the reviews on this page. Show details

Tv screens.broken literally hanging down unable to use it, food disgusting old stale and bland, quality of everything is old & needs repair. Unsuitable for the money paid..staff not helpful rude abrupt and generally dirty old.&… Read more

vile..uncomfortable airconditing way too cold ?& other passengers invade your space. Ultimately the airline, staff, plane, food, service all need major improvement..will never use or come to Vietnam after this experience

First time we flew with this airline and we were very happy and surprised with the service, seating and just everything. Personally I was a bit put out that the 6 seats that were chosen and we paid extra for were changed without being informed. As a family of 6 we were scattered and not sitting together. Despite this we all had a good flight.… Read more

Once landed in Da Nang, we had a bag go missing. It was worked out that the person who took our bag, was from a Vietjet flight and went to the wrong claim area. Both airlines worked on contacting the person and we got the bag back within a few days.

Sadly we already had to claim on insurance but this airline worked very hard to have it back in the shortest time possible, with continued updates.

VERY HAPPY with them and I HIGHLY RECOMMEND this airline.

Thank you to all at Vietnam Airlines (and Vietjet) for the return of our possessions.

EDIT: after our first flight where we were split up, we made sure to ask at the check in counter multiple times to confirm our seats had not been changed. Vietnam Airlines has a 60 and over policy where you are not allowed to have exit row seats.

We didn't know this, but thankfully had enough people to swap someone around to keep the exit seat. Vietnam airlines staff are very friendly and accommodating if you ask.

Stress Free Fying – Recently, for the first time, travelled to Vietnam on Vietnam Airlines - the overall experience was pretty good, great attentive service and the food well not perfect was good. Their sms updates were spot on. We will travel wit them again

Refund – I have not flown with Vietnam Airlines yet but there was an online glitch when I made my booking and my payment was deducted twice. I contacted them immediately and the money was refunded by the next morning. I have never had that type of service with other airlines.

Be warned. Vietnam Airlines will change your flights at whim and downgrade you without any compensation. They are hopelessly disorganised with terrible customer service. After paying to fly Business Hanoi to Danang, Vietnam Airlines then told us there was no Business class on that flight (you'd hope they might have checked before they sold us… Read more

the ticket...). They gave us the option of moving to a one hour earlier flight (in Business) which we agreed to. Shortly after that however, we were told this new flight would be put back two hours later, which didn't work for us, so we had to agree to go back to our original flight.

We were allocated seats 1A and C which we assumed (reasonably enough) were at least at the front of the plane. At the airport, however we were moved six rows back, which we found was what they laughingly call 'premium economy' (trust me, it's no different to economy), behind, guess what? five rows of Business Class seats that they originally told us didn't exist!

To add insult to injury, six members of our group who had booked economy were upgraded to Business at no cost on that same flight - along with several others. We could actually hear them talking about it from our lovely premium economy no frill seat. So we'd paid business but were down graded to 'premium economy' whilst the business class cabin was full of people who had been upgraded from economy at no cost. You couldn't make this level of disorganisation up!

So on return home we asked for a refund. The website is hopeless - you use the Bot and the bot takes half an hour each time to respond to anything. Finally it says it can't find our booking so we get transferred to a 'human' who responds just as slowly as the Bot, and finally, after what seems like hours, the human gives up and tells us to send an email, which we do. And the astonishing response? (and this is a direct quote from the email) 'there are no money left to refund tickets (due to the bussines classic fare is cheaper than the premium economy fare)(sic). I'd love to see the 'human' say this with a straight face.

So in short there is zero point paying extra for a premium cabin on Vietnam Airlines because they'll just downgrade you and tell you the downgraded seat costs more than the premium seat. Go figure. As we later found out, this also happened to friends who were downgraded from premium economy to economy on their international flight from Sydney (they weren't offered any compensation either) on the same flight that other members of our party got upgraded from economy to business! If you're looking for a masterclass on how not to run a respected airline, look no further than Vietnam Airlines. Personally unless we're forced to for a domestic connection, we're avoiding them like the plague. And we certainly won't be wasting our money by paying for business class. We'd have a better chance of getting in that cabin by paying economy.

I booked domestic flights in Vietnam from Hanoi to Con Dao and from Con Dao to Ho Chi Minh City, but due to a change in my vacation plans, I needed to change the destination. Despite numerous emails and requests on the website, not a single response. When canceling, okay, my mistake, but for one of the two flights, I selected "cancel" instead of… Read more

"refund" and asked if they could still consider a refund request. Guess the response? None. And then, why on earth does there have to be a "cancel without refund" option? Why? Who wouldn't want their money back? I had alraedy booked the flight from Malpensa to Hanoi and I had to keep it, but terrible food on board, ruined seats,... In conclusion, never again with Vietnam Airlines.

Customer Service and Care worst in the world. They lost my sons fiance 's luggage somehow ??, on flight home.Seems it possibly didnt get put on flight. They have been home over 8 days now. Have emailed support numerous times. Rang Vietnam phone number. But always get a recording saying someone will get back to them. Not one response back. DONT FLY WITH THEM.!! Show details

Vietnam Airlines is like Spanish Trains, NEVER EVER on time. The ground staff and cabin staff are very hard working and friendly but it looks like management and senior management needs a huge shake up! Show details

I am angry and upset and disappointed. I feel like I have been completely scammed. This experience and flight was NOT business class. Every member of staff I encountered was rude - no smiles, no eye contact, I mean, even saying hello to the stewardess when bordering the plane was ignored with not so much as a welcome aboard. Very strange. The… Read more

ground staff taking the passports were rude and there was no ‘VIP’ feeling at all. The food was abysmal - not even economy levels on other flights! Hence, I asked for the vegetarian option hoping for some cheese or something - nothing, no vegetarian food option at all so I just had to ask for the fruit from the plate; the fruit was rotten, ultra soft and past its best - Maybe ok for a smoothie but not to eat! WiFi didn’t work lady said it was for the entertainment but the entertainment didn’t work on my devices (both new iPhone and MacBook)

Lumbar support on chairs didn’t work - I need that for my bad back. Chairs were filthy and falling apart the man’s chair in front was so faulty that it allowed him to put the seat back so it was touching my legs - for this reason I had to be moved, why not him? But where I was move to, that chair was faulty also. The plane and chairs and cushions were completely worn out and not fit for purpose.

No smile no hello from any ground staff - in fact not even any eye contact at any stage during the entire experience. No entertainment on board no edible food. Seats less comfortable than economy. Awful experienced and I felt completely conned.

I have flown 5 times Sydney to HCMC on VN I love the a350 very comfortable plane Food is average drink selection is average in screen entertainment is poor VN is the best direct option for me so I keep flying them Show details

Booked a flight home from Vietnam on 11/10/25 with Vietnam Airlines in March 2025. It was to leave Danang 17:10 to Ho Chi Minh for connection at 20:50 to Sydney same day. At 5:30am on 11/10/25, the airline emailed me stating that I had 2 hours to accept their change of flight from 5:10pm to 3pm due to an “operation” whereby my flight was delayed… Read more

and therefore I would miss my connection. I didn’t see this email until around 6am, but I had time, so I accepted the change and contacted my pre-booked airport transfer and was able to change the pick up time from 12pm to 11am. About an hour after I had accepted, I received an email stating that they had rejected my request to change my flight as the flight for 3pm was fully booked. Annoyed, I emailed them stating this was not my request but theirs. I then received another email stating that I was on the 3pm flight and to go onto their website to pick my seat as I had pre-booked seats in March. When I tried to prebook a seat, the website told me to email them regarding a seat and I also noted that the flight time was 2pm and not 3pm that I was told. I emailed Vietnam Airlines again and they gave me a new ticket for 2pm. Panicking I needed to contact my pick up driver again. As it was now 9:40am, it was too late for a 10am pick up, but he agreed to 10:30. The driver arrived at 10:20am and I was able to arrive at the airport at 11:05. When I checked in, I was then told that they changed my flight to leave at 1pm and gave me 2 boarding passes (the other being for the connection flight) for the “inconvenience”. When I arrived at Ho Chi Minh Airport for my connection, I had to wait for 6 hours before take off and when I presented my boarding pass to enter the plane that Danang had given me, the airport staff ripped it up and gave me another without explanation. I was shocked and asked why, that’s when they told me that the seat that I booked 7 months prior was given to a family and they had seated me elsewhere. Too bad!! This airline is so unprofessional without communication and many errors. Do yourself a favour and pay a bit more for a reputable airline. I was worried that I would be left in Vietnam. Shocking service.

Vietnam Airlines – SkyTeam Elite Member Review (Economy Class | 6 Flights) Routes flown: • International: Sydney (SYD) – Ho Chi Minh City (SGN) – Seoul (ICN) – Hanoi (HAN) • Domestic: Hanoi (HAN) – Da Nang (DAD) Overall experience: 6/10 — average, with notable room for improvement. Detailed Ratings & Observations: • Food: 6.5/10 o Standard… Read more

meals; however, breakfast options were heavy. Lighter choices like porridge would improve the experience. • Communication: 7/10 o Basic English communication on most routes. Some limitations were noted, but the cabin crew made good efforts to assist. • In-Flight Facilities: 6.5/10 o Most aircraft offered functioning entertainment systems. Two flights had completely non-operational systems, despite crew efforts to resolve them. • On-Time Performance: 3/10 o All flights were delayed except the Hanoi to Sydney flight. Delays varied in cause and length, affecting overall travel plans. • Safety: 8/10 o Smooth and professional takeoffs and landings on all routes. Credit to the flight crews and pilots. • Cabin Crew Professionalism: 7.5/10 o Friendly and courteous service across most flights, with consistent engagement from staff. • Online Communication: 3/10 o Responses often took up to 7 business days. Some emails, such as a baggage damage claim, remain unanswered. • Priority Baggage Handling: 7/10 o Priority tags generally respected. However, significant delays occurred at Incheon and Hanoi airports. • Elite Member Benefits: 8/10 o Priority check-in and boarding were mostly available. No elite services were provided at Incheon Terminal 1. • Value for Money: 7/10 o Fares were reasonable for the overall service quality, but inconsistencies across multiple areas hold the airline back from delivering a premium experience.

Would I fly with Vietnam Airlines again? Maybe. While some aspects, such as safety, crew friendliness, and value, were handled well, inconsistent service, frequent delays, and poor customer response times diminish the overall experience.

Final note: Vietnam is a wonderful country to visit, and a smoother flight experience would only enhance that. Based on this journey, I would consider alternative airlines when planning future trips to Vietnam.

Have only got as far as booking and paying for our seats and and I am very comfortable at giving a 1 star rating. If you are over 60 and hoping to pay for extra legroom seats go elsewhere. If you are over 60 you are blocked from booking a range of seats. I am fit ,strong, 188cm and more than capable of dealing with the responsibilities of being in an exit row seat. The price differences between the different seat levels is bizarre as well.

Very bad experience with Vietnam Airlines. The second flight was delayed by 4 hours which made it a total 10 hours waiting at Han Noi airport. No explanation was given. Although you are supposed to get a compensation if the flight is delayed by… Read more

more than 3 hours, they said it was not an option for this flight. My luggage arrived destroyed in Paris. The airline company is supposed to cover the cost but they ignored my request. Half the crew was unsympathetic, looking annoyed if you ask something. Not going to fly with them anymore.

Avoid at all costs – dishonest scheduling & zero accountability My recent experience with Pacific Airlines (a subsidiary of Vietnam Airlines) was nothing short of appalling. Our connecting flight on 11 june 2025 was initially scheduled for 12:35 PM, then rescheduled multiple times — to 2:15 PM, then 2:45 PM, and finally to 3:30 PM — all without… Read more

proper explanation or support.

This is not just about a delay. It reflects a deliberate pattern of mismanagement. It appears that flights are frequently rescheduled not due to operational issues, but because the airline waits for enough passenger numbers to make it financially viable to fly. If not enough seats are filled, they stall or shift flights — regardless of how it affects their customers.

As a result, my family lost an entire day of pre-booked activities, and our hotel booking was wasted. When I contacted the airline, I received only generic responses and zero compensation or accountability. It’s clear they don’t value passengers’ time or commitments.

If your time is important, this is not the airline for you. Their practices are unprofessional, inconsiderate, and purely profit-driven. No transparency. No responsibility. No customer care.

Pacific Airlines and Vietnam Airlines need to be held accountable for such unethical behavior. I urge others to think twice before booking.

Frustrating Experience with Vietnam Airlines – Poor Handling of Seat Reservations & Elderly Care My parents and elderly grandmother recently flew from Sydney to Ho Chi Minh City with Vietnam Airlines. Unfortunately, what should have been a smooth journey was marred by poor organization and unprofessional service. Despite pre-booking and… Read more

paying for seats in advance to ensure they could sit together (essential since my grandmother requires assistance), the check-in staff claimed they had no record of the reservations and split them up. My mother politely explained that at least one of them needed to sit with my grandmother for her comfort and safety, but the agent handling our check-in was shockingly rude and dismissive, refusing to help despite the clear need.

To make matters worse, the airline had also failed to note my grandmother’s wheelchair request, forcing us to scramble for assistance at the airport. Thankfully, another staff member stepped in and ensured my grandmother was properly cared for—this kindness was the only positive in an otherwise stressful experience.

I hope the airline takes this feedback seriously. Families traveling with elderly relatives deserve better.

No English ( bad airline ever ) – Customer service is terrible big time language barrier. They don’t say sorry or thank you they say “oye” at the airport. The food was absolutely disgusting aweful. We still recovering from food poisoning. There aren’t many options with food or drinks. I was fooled by travel agent that it’s good airline it shouldn’t be even on list for… Read more

international. Vietnam seems to very bad country and airport is like a local bus stand. Overall horrible experience!

Premium economy seats fraudulantly sold – Do not book Vietnam airlines from Australia! They bumped me from premium economy to economy with no restitution from vietnam to Sydney and have now done the same on the return flight. They oversell the premium economy seats and refuse to refund. If you try and contact them they just ghost you. Avoid! I travel to Paris and back twice yearly and am a platinum member but I will never book with them again.