Review Time
We, a family of three, had booked return tickets with Vietnam Airlines for flights from Amsterdam via Frankfurt to Vietnam on 8 January 2026 and back on 18 January 2026.
Due to a power outage at Schiphol Airport on 8 January, we were unable to check in on time. We immediately reported this disruption to Vietnam Airlines and requested that they protect our tickets and rebook us on the next available alternative flight, invoking our rights under EU Regulation 261/2004, which describes the duty of care of the operating airline. Vietnam Airlines did not arrange anything for us that day, despite several telephone and written requests to do so, thereby violating its duty of care. We ultimately had to purchase new one-way tickets to get to Vietnam.
But Vietnam Airlines made matters worse by unfairly and incorrectly classifying us as no-shows a few days later, even though they were aware of our situation, which meant that our return journey would also be cancelled. So in the end, we had to buy new one-way tickets for the return journey!
From the moment the disruption occurred, Vietnam Airlines provided us with very poor assistance: Vietnam Airlines (i) failed to help us, (ii) repeatedly referred us to other parties or other counters within Vietnam Airlines without justification, (iii) did not provide a substantive response to our emails or responded too late, and (iv) sporadically communicated factual inaccuracies to us (such as that a flight had been cancelled?!).
We have suffered considerable damage as a result of the actions or omissions of Vietnam Airlines and have therefore sent them a Liability Notice including an amicable settlement proposal, but again there was no timely, substantive response (only another referral to a partner).
Vietnam Airlines has continuously stalled in this case in the hope that we would drop our justified claim. We are very disappointed in Vietnam Airlines' service and are currently preparing a lawsuit against Vietnam Airlines, the results of which we will also publish on this platform so that other passengers are aware of their rights in such cases and operating airline carriers comply with their duty of care under EU261/2004 and other contractual obligations.
Took a total of 6 flights. All but one left on time and arrived early or on time. One flight delayed by increased traffic due to New Year arrivals. Staff excellent, women in beautiful traditional dress. Free soft drinks. Communication from pilot was limited and difficult to hear.
I would rate this experience a negative five stars if possible. The ground and airport staff treat passengers poorly, almost like animals. The flight attendants didn't even make eye contact or smile, making the journey feel unpleasant, as if they were begrudgingly serving us for our payment. Their hospitality is severely lacking. We faced a last-minute gate change just five minutes before boarding at 3:30, and we were a group of 13, including two sick individuals and children aged 2 to 12. The gate change required us to walk from one end of the terminal to the other. The gate staff were incredibly irresponsible and showed no respect, simply shouting commands and chatting on their phones. The other staff members at the gate just apologized without taking any action. This was a terrible round trip experience. It was my first time flying from one location to another with a connecting flight, and I will never choose this airline again. It claims to be a premier airline but does not deserve its rating.
It would be appropriate to give- (minus)5 star in review.WorstGround and Airport staff treat passengers as an animalThe air hostess doesnt even give an eye contact and smile...there is no pleasure in journey as if they are serving us for the money we paid..very low at hospitality Change of gate at last mine. Boarding time is 3.30 change of gate by 3.25. We are group of 13 pax with 2 sick people and kids age ranging from 2yrs old to 12 yrs old...the gate Assigned and change of gate is one end to other endGate staff is so irresponsible and no respect at all ..iust scream like go to 15 go 15 and chit chatting on the phoneAnd as usual the other gate staffs saya yes we know sorry sorryPathetic round trip experience 1st time flying from Sgp to Japan with connecting flight at Ho chi minh will never ever book vietnam airlines not sure it is a premier airline and doesnt deserve to be a 4 star alliance
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 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 many flights. International and domestic booked. I am disabled and need a medical supply bag with catheters and wipes. These are prescribed and a necessity. On every flight I have ever taken they are added to my baggage with a medical waiver for the extra weight. However this airline believes they are part of your baggage allowance. Not an extra, penalising me as a disabled person. This is the only airline I have ever known not to add it to my baggage allowance. The wheelchair is free and extra to my allowance but not my catheters !! Anyone have any advice ?
Bad experience with online customer support.Hanoi - CopenhagenInternationalI bought a ticket for a date in June but it was issued on a date in July. When I emailed for support, it was almost 2 weeks ago and there was still no clear support for my case. I emailed many times but there was no clear response. They told me to wait, which was really disappointing because this was the first time I booked a ticket on the airline's website. Other airlines I booked from always supported me promptly and quickly no matter what the problem was. Why did it take almost 2 weeks and still not have a specific answer for their customers? I really don't understand. Hopefully the airline will reconsider their online customer support via email to be more effective.
I took a return flight from Singapore to Ho chin Minh(HCM) and then to Hanoi. Both flight has around 2+ hrs transit at HCM and I didn't realise you have to transfer from another terminal to the other on a bus and you will still need to check in check out your luggage again. You would think that 2hrs transit helps to make your journey easy but not with Vietnamese airline because you need at least 3-4hrs to take your luggage and check in again to another terminal and the best part all my flights were delayed. The signage to another terminal is not so obvious too. This is like the worst nightmare you can imagine especially when you have an elderly and special kid traveling with you. The service customer took 1 week to reply to my email and they can't do anything to help anyway. At least some of their airport staff are helpful but please dont ask the counter for transportation. They make you think that it's far and even gave you wrong directions. I guess it's a long way for for Vietnamese airlines to go or maybe can learn from Singapore or even Emirates airline. They are almost always on time and make travelling smooth and easy.
Whenever flying to and from Vietnam, I always use Vietnam Airlines, as they generally offer better service and at a lower price than the competition. I’ve had no issues. I also took a flight from HCMC to Sydney earlier this year too and that went like clockwork. I’m really surprised to see the generally lower reviews here, as on one particular FB group where I’m active, they get praised really highly, when normally many airlines are frequently slated. So I guess I’ll keep on flying Vietnam Airlines until one day I’ll have a bad experience. I hope that day never comes!
This airline is NEVER on time during domestic flights. They don't give proper information at their gates, they never board the times written on your boarding card and their apology comes days after your arrival. The seats are tight (I'm 155cm and my knees almost hits the seat infront of me), I have no positive impression about this airline at all. Try your luck with VietJet, it can be worse but it can may also be better.
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Vietnam Airlines est la compagnie aérienne nationale du Vietnam depuis 1995. Elle dessert aujourd'hui 27 destinations à travers le monde et 22 destinations au Vietnam, avec une flotte moderne et éco-efficiente de 103 appareils. Au départ du Terminal 2E de l’aéroport Paris-CDG, Vietnam Airlines opère jusqu’à 6 vols par semaine vers Hanoï et Ho Chi Minh-Ville avec des connexions vers le Vietnam, le Cambodge, le Laos et autres pays asiatiques. Les vols internationaux entre la France et le Vietnam sont opérés en B787-9 Dreamliner et en A350-900. Forte de ses partenariats avec Air France et la SNCF via le programme « Train + Air », la compagnie propose également des départs de Lyon, Bordeaux, Nice… villes de province via Paris. En 2010, Vietnam Airlines devient membre de SkyTeam. La compagnie a été récompensée par 4 étoiles au classement Skytrax et elle est aujourd'hui l'un des transporteurs majeurs de l’Asie du Sud-Est, profondément enracinée dans la culture traditionnelle vietnamienne.
Informations & réservation : www.vietnamairlines.com
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