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.
Claim your business profile now and gain access to all features and respond to customer reviews.
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
See more
