Vietnam Airlines Reviews 

Vietnam Airlines - 0 stars

We were booked to fly Vietnam Airlines by our travel agent - Trip a Deal. The staff on the plane were good and I wish that I could give them the credit that was earned, however the actions of Vietnam Airlines prevent this.
As a group, we got to HCM airport and everyone went through the check in process without an issue. Except for the two of us. The check in agent, kept checking their screen and then went to check something with her manger. After a 10 mins wait, she comes back, and we ask if everything was, ok? Fine, fine was the answer. More tapping on the keyboard. Now she is waving her arm at the supervisor who can't see her, so she goes back to them. A 15 min wait and she comes back. "You wait" she says and brings us and our luggage away from the counter to some chairs. Again, I ask if everything is ok. Fine, fine she says.
After about 30 mins, she comes back to collect us and brings us back to the counter. I ask again if everything was ok. She just nods.
At no time, were we angry or abusive. We don't believe that shouting at someone is the best option.
We arrive at Melbourne airport and go to the Virgin domestic counter (as was organised by Trip a deal), only to find that there is an issue.
He calls over his manager and she says that we don't have tickets for the Virgin Flight. I show the booking number. She says that you did but your tickets have been cancelled. You'll have to contact Trip a Deal to find out what's going on.
I call Trip a Deal who have no clue what's happened.
My husband calls Virgin and was able to find out that Vietnam Airlines has cancelled our Melbourne to Brisbane flight with Virgin. I have no idea as to why this was done as they aren't affiliated.
I call TAD. They put me on hold and then come back to say yes, Viet. Airlines did cancel it and there is nothing we can do to get you home to Brisbane.
I say that I have paid TAD and it is their job to get us home.
After 2 1/2 hrs, the TAD agent comes back as asks me to go to a kiosk and put in a booking number which I do. The flight does come up. Why? They had rebooked on the original flight which had already left.
Back on hold.
After 3 hours total with TAD, they say that there is nothing that they will do to help and that I had to pay for the tickets myself if I wanted to get home.
So that's what we had to do.
Pay $1038 for a last minute flight to get home.

I will add that both my husband and I were so sick with Influenza A (we wore masks on the plane and in the airport).

It turns out that our melb-bris flights were cancelled as the agent in HCM thought it was part of our premium economy package. The HCM-Melb plane didn’t have premium economy and we were each given a sky suite (3 seats together in economy), however instead of talking to us, she cancelled our Australian flights.

After nearly two months of waiting, Vietnam Airlines, finally refunded the $1038. At the time, I was emailing the Deputy General Manager, Mrs Luu Thi Hien Ninh and I then asked for compensation (I wanted to get the refund first in case they decided to do the wrong thing). I was offered lounge access for one time only. So they wanted me to spend thousands of dollars in flights with an airline who took nearly two months to refund me from their own mistake (I have an email confirming this) just so I can access their lounge which is approximately worth $30 AUD ($60 for both of us)! You have to be kidding! As soon as I questioned this and said that it was unreasonable, my email was then sent back to the base level of customer service!

0 stars!

I am submitting a complaint about my Business‑Class journey on 1 March 2025 from Melbourne to Ho Chi Minh City and onward to Danang.
My ticket is :
ТKT-7383485905869

Despite holding a fully paid, confirmed Business‑Class return ticket with pre‑selected seats, I was involuntarily downgraded to Premium Economy and subjected to multiple service failures that violated both your Contract of Carriage and Australian consumer regulations.

⸻

What Happened

Evening of 29 February – I received an SMS/email saying my confirmed Ho Chi Minh–Danang flight had been “rescheduled” to a later departure, eliminating the seat I had already chosen and paid for.

1 March, Melbourne Airport – At check‑in I showed staff my Business‑Class ticket and the confirmation that my seat issue had been “solved” (see attached screenshot from Vietnam Airlines Melbourne). Staff refused to restore my booking, offered no explanation, and provided no alternative other than “resolve it in Ho Chi Minh City.”

1 March, Ho Chi Minh City Transit Desk – I discovered the original flight was operating exactly as ticketed with vacant Business‑Class seats. When I asked why I had been removed, the first response was, “Bad luck.” Pressed further, the agent admitted my seat had simply been reassigned.

1 March, Ho Chi Minh City Desk – Staff suggested I purchase another ticket. After a lengthy, stressful wait, they issued me a Premium Economy boarding pass on an earlier flight—no apology, no compensation, and no Sky Pearl mileage credit for the downgrade.

Since returning, I have received no follow‑up, apology, or refund.

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 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.

I had a very bad experience with Vietnam Airlines. From the beginning, the service was unprofessional and frustrating.
The staff were not helpful or friendly, and there was a serious lack of communication.
Delays without proper explanation.

My first choice when flying domestic in Vietnam and internationally especially to Australia and Europe

Delays upon Delays, time is not informed to the waiting passengers. Also departs from Terminal 1, Philippines wich is most likely the worst place to catch a flight. Unserious and unhelpful staff, customer service is not required on their CV so it seems. I do not recommend any airlines within T1, your best bet would be choosing Cathay Pacific if available. Be warned. Time of my flight is 4 am in the morning, where theres almost no traffic time within the airport, but yet here we are. Ice cold flight, no blanket avail, im 180cm knees are touching front seats. Do not expect a TV on this flight.

The flight was good and the service was good. I am only giving one star because, despite numerous requests to stop, I have been spammed almost weekly since the flight and my registration with LOTUS Miles. This is unacceptable.

Check in, must pay new ticket
For my wife, coz of second name
No service
Me I did not have to pay anything
Had the same issue.
Discrimination

I am always hesitant to criticise but in this case someone needs to do their job or take responsibility. We flew from Sydney to London via Hanoi, with a long layover of near 14 hours. A part of the service and experience for business class passengers with a long layover is a Transit Tour, which upon application will provide free visas, transport service from and back to the airport, a tour and a hotel stay with meals. We did everything correctly, completed and sent our paperwork weeks before our flight as it is a minimum of 8 days prior to flying to apply. We also sent a separate application on a separate email for our return trip through Ho Chi Min Airport with only a 6 or 7 hour layover. They responded to the latter by stating it was accepted and what to do when we arrived in Saigon. I waited another day or two for the Hanoi stopover and didn't receive anything, so I rang the Sydney office and they were of no help, I don't think the lady understood me. I told her not to worry as we were not getting anywhere. I emailed the help desk in Sydney again with the first application and received a response that it was approved, but I had my doubts as they sent me back a copy of the approval for Saigon. I said no, I'm talking about Hanoi, is it approved? Again, they said yes, it was. And guess what, the staff in Hanoi, at the transfer desk, who were excellent had no record of it. They couldn't do anything. I said I'm not spending 14 hours sitting in the airport, with my wife. I asked them to book me a hotel and I would pay for it, we needed somewhere to go, as it was now 10.30pm on a Saturday night. They couldn't as we didn't have visas. You can't just walk up to the visa counter and get a visa on arrival. So we sat in the lounge for 14 hours. Not happy.

I waited in line at customer service for an extended period and was then told I could only be helped by the division that processed the order which was in HCMC, whereas I was in Hanoi. I was trying to adjust my flight or get a refund and was unable to get any assistance. I found better customer service with the budget Vietnamese Jet airline, which is a sad case considering Vietnam Airlines acts like the premium airline. Given my experience, I would avoid them in the future.

I have travelled internationally more than 20 times and I must say this was by far the most disappointing. I purchased a full paid round trip ticket and yet when me and my husband were not even allowed to approach the check in counter for return flight. I suspect our return seats may have been sold to someone else that I had to buy new ticket to return even though I had already paid for round trip fare one month ago. It's really unacceptable and doesn't make sense at all. Sharing it to all of the passengers to avoid bad experiences during your holidays.

3/3 flight delayed of more than an hour.
not a big deal? possibly
but always happened that the flight (still vietnam airlines) that was supposed to depart later for the same destination, had then departed before ours.
we chose this company (paying slightly more) because other companies had worse reviews, ended up having worse service 3 times out of 3 flights.

Two things.

1. Constant delays, that seems to be a feature of any airline operating in Vietnam.
2. Our ticket for domestic flight listed Terminal 3 as departure. When we got there, we couldn't find the flight. After talking to representatives, we were told it was a mistake and departure is Terminal 1. And we have to pay taxi again to get there, with no reimbursement.

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 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.

Worst flight to book. They didn't allow me to get into the flight on airport and I already booked my whole journey. Their staff at delhi airport was so stupid and so annoying, they wasted my whole money and commented so stupidly that should be terminated from the job. As they are not aware how to talk and without any reason my money was wasted. Hey people! Kindly, don't book your flights from Vietnam airlines. They are disgusting.

Took a flight from Heathrow to Hanoi Fell ill an hour into the flight a bug from the UK cabin crew were excellent in their care
Moved into an area of the plane where I had more room they also moved my son.
Found me a Dr on the plane and constantly checked on me, even provided me with a wheelchair to take me off the flight at Hanoi, special mention to Hong Suu head of cabin crew

Absolutely appalling customer service. The negative reviews are a true reflection of the behaviours of this airline. The outbound flight itself was fine, it when something goes wrong!

I booked a round trip, both outbound and return with a connection direct with VA on their website. We are currently in Vietnam and the connecting flight from Frankfurt to London was cancelled, the alternative offered was not feasible as it left a 30 min connection time which VA wouldn’t allow (so why offer it?!). Since then their customer service response has been:
a) to constantly tell us any increase in cost will be our liability! Why we had a single booking and didn’t want the flight to be cancelled!
b) to offer a refund (a difference price each time) but leave all liability with finding a last minute return flight with us!
c) tell us we must contact BA this sort it out ourselves!

Not once have they offered an alternative option. Or taking responsibility for their legal obligations. I’ve spent 30 hours of my holiday back and forth with various customer representatives getting nowhere.

AVOID THIS AIRLINE AT ALL COSTS

I am supposed to be flying to Vietnam next Saturday. I logged in to the Vietnam airlines website today to see when I could check in for my flight, only to find that part of my flight had been cancelled with no notification, offer of a refund or offer of an alternative. I have now had to book a very expensive alternative flight so that I don't miss my tour. Thank goodness I checked this early, or I would have missed my holiday!

If I could give this airline 0 stars I would. I booked a flight for my father to go to Vietnam over a month out. Within a couple weeks of booking, we found out that he was diagnosed with cancer. As a result of future appointments, he needed to cancel his flight to Vietnam through Vietnam Airlines.

Vietnam Airlines requested extensive hospitalization records and I had given them all the proper documentation. They then said they needed manager's approval. I did not hear back for 1 week and when calling back, they would not pick up the phone or respond back to any emails. Essentially, they just ghosted me. WHAT KIND OF AIRLINE DOES THIS TO A CANCER PATIENT?

IN ADDITION, THEY CHANGED MY DAD'S FLIGHT AND DELAYED IT FOR 6 HOURS. It's completely ridiculous. I am NEVER flying Vietnam Airlines ever again and will tell all my family and friends to never fly as well. Customer service is terrible. THEY JUST TAKE ALL YOUR MONEY AND RUN WITH IT.

Had a great trip with Vietnam Airlines on this domestic flight from Tuy Hoa to Ho Chi Minh City.

The flight was on time and the staff was so great and welcoming. The captain was also great and updated us on the weather conditions and arrival time. They also served complementary bottle water during this 45 minute trip.

A great and comfortable Airbus A321 plane that was very nice and clean with entertainment screens onboard.

Will absolutely recommend Vietnam Airlines and looking forward to travel again with them in the future.