Vietnam Airlines is the national flag carrier of Vietnam, providing domestic and international passenger flight services. The airline operates scheduled flights connecting major cities within Vietnam as well as destinations across Asia, Europe, and other international markets. As a full-service carrier, Vietnam Airlines offers various travel classes and services for both business and leisure travelers.
Vietnam Airlines receives a predominantly negative reception from consumers, with many expressing dissatisfaction regarding delays and unprofessional service. While some reviewers appreciate the quality of the flights and the helpfulness of the onboard staff, these positives are overshadowed by frequent complaints about significant delays, lack of communication, and inadequate customer support.
Customers report frustrating experiences with booking issues and unresponsive service, particularly when trying to resolve problems related to their flights. Additionally, there are mentions of poor handling of baggage and a general feeling that the airline does not respect its customers. Despite a few positive experiences, the overwhelming sentiment is one of disappointment and frustration. Overall, Vietnam Airlines struggles to meet customer expectations.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.0 | 295 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Jul 2025.
| Month | Average | Reviews |
|---|---|---|
| Aug 24 | 2.0 | 5 |
| Sep 24 | 1.0 | 5 |
| Oct 24 | 2.3 | 7 |
| Nov 24 | 1.8 | 5 |
| Dec 24 | 1.9 | 9 |
| Jan 25 | 2.4 | 9 |
| Feb 25 | 1.6 | 9 |
| Mar 25 | 1.8 | 11 |
| Apr 25 | 2.3 | 9 |
| May 25 | 1.6 | 10 |
| Jun 25 | 1.9 | 7 |
| Jul 25 | 2.3 | 10 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 295 most recent reviews.
“geflogen - von Frankfurt nach Hanoi und später von Ho Chi Minh City nach Frankfurt Wir hatten uns für die Premium Eco...”
“As soon as I questioned this and said that it was unreasonable, my email was then sent back to the base level of cust...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Airlines.
| Company | Overall | Legit | Service | Booking | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.0 out of 5 (poor) | 100 out of 100 | 1.9 out of 5 (poor) | 1.5 out of 5 (poor) | 1.6 out of 5 (poor) | −3% | 295 |
| 4.9 out of 5 (good) | 100 out of 100 | 5.0 out of 5 (good) | — | 4.2 out of 5 (good) | — | 1,109 | |
| 4.2 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.5 out of 5 (good) | 3.5 out of 5 (good) | — | 1,083 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.5 out of 5 (good) | 4.5 out of 5 (good) | — | — | 1,069 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | 4.9 out of 5 (good) | 5.0 out of 5 (good) | — | 1,050 |
Bottom line: Vietnam Airlines is #5 of 5 on overall rating in this group. On booking, Audley Travel scores higher (4.9 vs 1.5).
295 reviews of Vietnam Airlines. Filter by what matters to you.
Tolle Airlines, top modernes Flugzeug, ordentliche Platz am Sitz, gute filmauswahl und Verpflegung. Hat uns von Frankfurt nach Hanoi und von Saigon nach Frankfurt gebracht. Ich würde die Airlines auf jeden Fall wieder buchen.
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.
Quick answers to the questions people ask most.
Vietnam Airlines operates flights to over 60 destinations across Asia, Europe, Australia, and North America. The airline serves major cities including Paris, London, Frankfurt, Tokyo, Seoul, Sydney, and San Francisco. You can check their official website for the complete list of current routes and destinations.
You can book flights through the Vietnam Airlines official website, mobile app, or by visiting their ticket offices and authorized travel agents. The airline also offers telephone booking services through their customer service hotline. Online booking is available 24/7 and allows you to select seats and add additional services.
Baggage allowances vary depending on your ticket type, destination, and frequent flyer status. Economy class passengers typically receive 23kg for checked baggage on international flights and 20kg on domestic flights. Carry-on baggage is generally limited to 7kg with specific dimension requirements.
Yes, Vietnam Airlines provides complimentary meals and beverages on most flights, with menu options varying by route and flight duration. The airline offers special dietary meals upon advance request, including vegetarian, halal, and other dietary requirements. Meal service may differ between domestic and international flights.
Vietnam Airlines customer service operates 24/7 for flight bookings and general inquiries through their hotline. You can also contact them via email, social media, or visit their ticket offices during business hours. Response times may vary depending on the contact method and inquiry complexity.
Yes, you can modify or cancel your booking depending on your ticket type and fare conditions. Changes and cancellations can be made through their website, mobile app, or by contacting customer service. Fees and restrictions apply based on your ticket's terms and conditions.
Yes, Vietnam Airlines operates the Golden Lotus Plus frequent flyer program. Members can earn miles on flights and with partner airlines and redeem them for award tickets, upgrades, and other benefits. The program offers different membership tiers with increasing privileges and benefits.
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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.
Compagnia che si vanta di essere tra le più grandi al mondo…….nel nostro viaggio in Vietnam abbiamo solo avuto voli cancellati non riprogrammati e sempre voli in ritardo, nessun rimborso ovviamente, mille scuse e poi non rispondono più.
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.
Sowohl Hinflug von F nach HoTchiMinh Stadt als auch der Rückflug von Hanoi aus waren super. Auch zwei Inlandsflüge liefen reibungslos ab. Freundlichkeit und aufmerksame Betreuung waren stets gegeben. Premium economy ist sehr angenehm, was den Sitzkomfort betrifft.
Ho viaggiato con questa compagnia il 26 aprile 2025, dopo aver letto varie recensioni negative, ero un poco in apprensione. Il volo è stato ottimo e su meno di 4 ore di volo sulla tratta Ho Chiinh Giacarta, ci è stato offerto il pranzo. Partenza puntuale, posti ok, bagagli arrivati puntuali. Consiglio secondo la mia esperienza questa compagnia
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
Vietnam Airlines ne vous rendra jamais service Nous ne prenons VA que dans des cas particuliers. En effet, nous achetons un billet VA moins cher que chez Air France, mais qui est affretté par AF. Si vous faites cela, vous n’aurez pas le choix du siège, vous recevrez aucun mail pour vous dire que l’enregistrement est ouvert 30 heures avant et lorsque vous y pensez, vous aurez un message qu’il faut s’enregistrer avec AF qui n’a pas du tout la main puisque VA a bloqué vos sièges et la réservation. Pour acheter le billet, c’est un peu au petit bonheur la chance puisque le temps de faire votre réservation, la dernière étape, le prix diffère de ce que vous avez trouvé et convaincu de l’acheter ! Si vous voulez voyagez dans de mauvaise conditions, il faut prendre VA. Si vous ne voulez pas de service, c’est Vietnam Airlines qu’il faut choisir. Et si vous souhaitez boire du mauvais vin, de la nourriture de qualité moyenne alors je vous conseille absolument cette compagnie. Il va s’en dire que vous n’aurez aucune aide. Vous devez écrire en anglais et attendre que VA daigne vous répondre et encore la réponse est tout comme cohérente !
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
Dommage que l’on ne puisse pas mettre zéro!!!! Tellement voyager avec cette compagnie est un cauchemar !!!!! Bloqué 72 heures dans un aéroport car l’avion était défectueux, je n’ai reçu aucune compensation de leur part (voyage en business class) A fuir absolument
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!
Voici 2ème et dernière expérience avec VIETNAM AIRLINES, je précise que j’étais accompagné par un franco-vietnamien qui est totalement bilingue. 29 mars : je fais 220kms et 3H de route aller-retour pour récupérer mon bagage, une roue est enfoncée. 27 mars : l’aéroport de Luxembourg m’informe que VIETNAM AIRLINES ne prend pas en charge la livraison à domicile du bagage perdu. 23 mars : VIETNAM AIRLINES m’indique qu’ils ont retrouvé mon bagage, que je peux venir le chercher à l’aéroport d’HO CHI MINH … et qu’ils ne me rembourseront rien. Je m’en étonne et la réponse est que j’avais droit à une compensation à l’arrivée de 30$ pour m’acheter une brosse à dent, du dentifrice, des vêtements ( ?!) … 16 mars : VIETNAM AIRLINES m’indique que je vais recevoir la somme sous 15 à 20 jours. 14 mars : VIETNAM AIRLINES m’indique que je vais recevoir 550$ en compensation du bagage perdu.. 27 février : VIETNAM AIRLINES m’informe qu’ils traitent le dossier. 23 février : retour en FRANCE. 19 février : à la demande de VIETNAM AIRLINE je renvoie un descriptif plus précis du contenu. 11 février : j’envoie un descriptif du contenu. 8 février : VIETNAM AIRLINES cherche mon bagage. 6 février : atterrissage à HO CHI MINH Airport, mon bagage a disparu, je fais une déclaration et on m’explique qu’ils reviendront vers moi. Bien sûr, j’ai dû racheter des vêtements, une valise et un nécessaire de toilette. Je dispose bien évidemment de toutes les preuves liées ce périple … En 2022 par suite d’un retard de VIETNAM AIRLINES au départ d’HO CHI MINH AIRAPORT et une correspondance écourtée entre FRANCFORT & LUXEMBOURG, la compagnie LUXAIR m’a livré mes bagages à la maison. Sur la prestation de service en elle-même : personnel sympa, avion très bien, repas vraiment médiocres (cuisson insuffisante des aliments à l’aller comme au retour, aliments fades …) et en guise d’apéritif 1 bouteille d’eau pour tout le monde et 1 sachet de crackers.
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.
Vietnam Airlines operates a modern fleet including Airbus A321, A330, A350, and Boeing 787 Dreamliner aircraft. The airline continues to update its fleet with newer, more fuel-efficient aircraft to enhance passenger comfort and operational efficiency. Specific aircraft types vary by route and schedule.
Vietnam Airlines recommends arriving at least 2 hours before domestic flights and 3 hours before international flights. Check-in typically opens 2-3 hours before departure and closes 40-60 minutes before departure time. Online check-in is available 24 hours to 1 hour before departure for most flights.
Yes, online check-in is available through the Vietnam Airlines website and mobile app starting 24 hours before departure. You can select seats, add services, and receive your boarding pass electronically. Online check-in typically closes 1 hour before departure time.
Vietnam Airlines accepts major credit cards, debit cards, and online payment methods for bookings. Accepted payment options may vary by country and booking channel. You can also pay through bank transfers and at physical ticket offices using cash or local payment methods.
Yes, Vietnam Airlines is a member of SkyTeam, one of the major global airline alliances. This membership allows passengers to earn and redeem miles across SkyTeam partner airlines and access lounges and benefits when traveling on partner carriers. The alliance includes airlines such as Delta, Air France-KLM, and Korean Air.
Vietnam Airlines is the national flag carrier of Vietnam, providing domestic and international passenger flight services. The airline operates scheduled flights connecting major cities within Vietnam as well as destinations across Asia, Europe, and other international markets. As a full-service carrier, Vietnam Airlines offers various travel classes and services for both business and leisure travelers.
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