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“Vietnam Airlines - falling standards”
Review of Vietnam Airlines


Reviewed 24 April 2024

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

We flew Vietnam Airlines from Hanoi to Paris earlier this month, April 2024.

We were concerned about not being able to pre-book our seats. Apparently this is an ongoing issue for anyone who makes a reservation through AirFrance that includes a segment on Vietnam Airlines.

After any number of emails and phone calls, we gave up trying to pre book seats from abroad. So, we went to their office in Hanoi when we got there, a couple of days before our flight. While the first person we spoke with was supremely unhelpful, the manager of the complaints department was kind and very helpful. It seems that due to all the communications we had with the airline, someone with the airline ensured that we had aisle seats. (Thank you!) The manager of the complaints department figured this out, and printed the confirmation for us.

About the flight between Hanoi and Paris: We travel extensively and have come to dread long flights, with their tiny seats, no leg room, and boxed food. This was different! Like flying was 10 or 15 years ago.

We sat in the coach section. The 3-3-3 seat configuration was great. The seats were wide enough and had enough leg room to feel pretty comfortable.

The flight attendants were some of the best we’ve seen. Efficient, and with a smile. They first handed out cool towels. Then, a very tasty dinner. And then, a hot breakfast. Hot breakfast! An unheard of luxury these days!

The movie/tv selection wasn’t terrific, but it was fine enough. We really appreciated the quiet: after a couple of brief announcements, it was quiet. No droning on. Lovely.

Best 12-hour flight we’ve experienced in a long time.

Date of travel: April 2024
Thank WanderingMoments
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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