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.
Verkopen vluchten die ze niet van plan zijn om uit te voeren. Op klachten reageren ze niet of zinloos. Het serviceniveau is van het niveau van een prijsvechter. Stoelen aan boord zijn oud en versleten en geld uitgeven aan premium economy staat gelijk aan weggooien. De geserveerde maaltijden zijn ronduit vies. Onvoorstelbaar dat zo'n club lid kan zijn van Star Alliance. Heel snel uit die club gooien!
J'avais du mal à prendre un billet pour ma fille de 4 mois. Le service client a été super (c'était Madame NGUYEN). Très disponible et réactif et au téléphone, il y a beaucoup de bienveillance. Je ne pensais pas qu'une compagnie aérienne pouvait avoir une service client aussi bien.
Wir haben Vietnam-Airlines zum Hin-und Rückflug von Frankfurt/Main und Hanoi genutzt. Ich kann nur sagen eine tolle Crew und besonders beim Rückflug am 30.09.2024 konnte man das Engagement der Crew besonders spüren. Hilfsbereit zu jeder Zeit Kontrolle ob Flüssigkeiten zum trinken benötigt wurden. Ich kann nur sagen auch unser Gepäck wurde ordentlich transportiert und ohne Beschädigungen in Empfang genommen.
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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awful awful website. No concept of an actual website. Only built to take money but any changes or updates, you HAVE TO CALL a number in Vietnam. And Chat Bot is a JOKE!!! Unfortunately I have to use this airline for internal flights
I thought they were a great airline until my bag came off a flight broken. It now has three wheel when it had four going onto the flight. When asking staff about compensation they said there is nothing they can do. My bag now falls over and is very hard to move. It was new thing trip.
This is, without a doubt, the WORST airline I’ve ever dealt with! My flight was delayed 15 HOURS with no proper communication. Then, to make matters worse, THEY LOST MY LUGGAGE! When I finally got it back, ALL MY VALUABLE BELONGINGS WERE GONE! Trying to contact them is a JOKE! They don't answer their phones, they ignore emails or send useless automated responses, and take absolutely NO RESPONSIBILITY for their actions. No refund, no help, and no customer service. They leave you completely in the dark. It’s ABSURD how they operate! I’m taking legal action because this is beyond unacceptable. DO NOT WASTE YOUR MONEY ON VIETNAM AIRLINES—unless you want your trip ruined and your belongings stolen!
A complete shambles from start to finish. Having booked our flights from Hanoi to Phu Quoc for November I have received numerous changes to our flight schedule (I only booked Vietnam Airlines over Air Asia due to schedule) making the flights less convenient, Vietnam Airlines have now changed our seat selection (which I had paid for) from adjacent aisle seats to middle seats in different rows. To confuse matters further they also changed our reservation code. I tried to change this in manage bookings, but seat selection was not available and advised to contact their call centre in Vietnam, which would clearly be at great expense to myself. I did find a UK number for Vietnam customer services which I rang but sat on hold for 45 minutes before giving up. And I thought Vietnam Airlines would be a step up from Air Asia - big mistake.
Extremely rude and abusive staff! I was boarding a flight from Bangkok to HCMC for business meetings (which I've done probably 50 or more times over the past 7 years without any issue) and on this occasion was met with an extremely hostile person at check-in who refused to issue the ticket without a return ticket saying policies had changed and signing a waiver wasn't possible. Then he started demanding to know how much money I had / net worth and how much I had available to spend in Vietnam? I've been travelling on business for over 20 years and never once encountered anything like this an airline check-in. He was clearly in a bad mood and loving the power trip. Anyway after he refused to escale to a manger saying he was the final authority I went and booked a return trip to Singapore; and needless to say when I returned he was no where to be found and the lady who replaced him didn't ask about the return flight. So Vietnam Airlines, please get your rouge BKK staff under control and please tell them to have some manners, and when they're having a bad day don't use your customers as punching bags to take their frustrations out on us.
If I could give this airline zero stars for customer service I would. They have no concept of even basic courtesy. Flying on VN56 - London to Hanoi - which is late. Zero information on screens. My request for an update on the tannoy was met with withering sarcasm as I had been sent an email the previous day. My attempt to upgrade my ticket online didn’t work and they have a “policy” of not selling upgrades at the airport. Could they bump me up? No chance. Covid rules! Avoid this airline if alternatives are available.
So many issues in their customer service, which is too bad because the in flight experience was ok. But they tried to overcharge me 200% for a flight change until I send them a screenshot of their own terms & conditions, booked us on a partner flight (Air France) with no option to ever chose a seat & in a lower category than what we paid, and then there was no more seat available at check in. Made us wait 3hrs for everyone else to board to see if we could sit together (which we couldn't) on a 13hr flight and then acted as if they'd done us a favor. Made our whole booking code invalid when a flight was changed / delayed 8 hrs so we couldn't get any miles & xp (Flying Blue) for any of our flights (4 in total), then refused to help us with this issue & with requesting the compensation required by EU law. Their customer service answers weeks/ months later and just plain refuses to help you. I was stuck in conversation between Air France & them who just don't ever seem to talk to each other, and eventually just gave up. Not worth wasting your time. Would only ever very reluctantly choose them again for a local flight.
Pour déposer les valises au terminal 2F et départ au terminal 2E ,prendre le bus +20 minutes pour pouvoir monter dans l'avion. Très mal organisé de la part vietnam Airlines.
Was denied boarding for a flight from Bangkok to Vietnam because my passport was slightly ripped. That part is understandable, the rest is terrible. Once I resolved the passport situation I took a different flight two days later and flew a different airline to Vietnam. On the return trip things were basically hellish. I checked online and it said I still had my return trip. I only was able to check it online because it was impossible to talk to someone when I tried calling in. Flight showed that the ticket was still valid for the return and that it was marked as if I had flown the first leg, I suspect it was because I was on the same ticket as my friend who had flown. On the way back I got to the airport and was denied boarding because they said I hadn't taken the first leg. I tried to show them the website where all looked good but it seems they had cancelled my flight when I was trying to check in. So the booking confirmation that I had seen just a few hours earlier was no longer available as proof. Then they tried charging me 370$ for a ticket I had a booking for that normally costs 100$. I have flown maybe 3000 flights in my life and have never had such a bad experience. My friend who was with me said the flight was not full, the manager said there was nothing they could, but I believe that's just a lie. Either the company doesn't empower their managers to make these decisions or the manager didn't care. Both are very bad for the airline which is supposed to be the national carrier. There is nothing I could have done differently as I couldn't call them and their website showed all was fine.
Veel beenruimte. Vluchten (Melbourne - > Ho Chi Minh City - > Frankfurt) gingen redelijk op tijd. Heel vriendelijk crew Eten was wat weinig. IFE gedateerd (geen aankomst noch transferinformatie). Uit Melbourne een nieuwe A350-900 maar vanuit Ho Chi Minh City een wat afgeleefde B787. Hoewel pas acht jaar oud, kapotte stoel en afgebladderde verf op de vleugel. Kwam wat onveilig over hoewel dat niet zo is.
he Vietnam Airlines international flights from Australia (Sydney to Frankfurt and return) receives an above average 3.5 out of 5 star from me for the on-board flight experience which is OK for what is still a budget airline however if you think that you may need to possibly make changes to your booking then I have to really insist (in order to keep your sanity) that you proceed with another airline. I had made numerous, yes numerous, frustrating (for me) calls and emails to change flight details mostly without success. Put simply Vietnam Airlines will no make any changes on the phone without an email whereby they do no respond back to you on then you have to get on the phone again (waiting for up to 90 minutes) and start the process over and over again. I even approached the customer service counter at Ho Chi Minh airport for a simple change which took approximately 30 minutes.
Just two extra bags n it’s not an over weight or not an over size, the rules are very disgusting never ever choose this airline they want to loot that’s all, worst service worst staff 3rd class experience, I m alerting u don’t ever choose this airlines VIETNAM AIRLINES LOOT I paid -$300 just for two bags
That su la 1 chuyen di te hai. Gia dinh toi 4 nguoi nhung sap xep cho moi nguoi 1 noi cach xa nhau. Ben canh do con sap xep cho con trai toi cung so ghe voi nguoi khac va con trai toi phai doi cho 1 lan nua. Phuc vu rat te hai. Tren may bay co mui rat kinh khung. Vietnam Airlines xung dang nhan 1 sao tu toi. Neu gia dinh toi co ve Viet Nam cung khong bao gio chon Vietnam Airlines.
Angenehmer Flug. Aber: VA reagiert nicht auf die Geltendmachung von Entschädigungsansprüchen wegen Flugverspätung um 24 Stunden. Eigene Emails, ein Einschreiben an das Büro in Frankfurt/M. und zwei anwaltliche Schreiben: Keine Reaktion. Leider bleibt jetzt nur noch der Klageweg und eine Beschwerde bei der Luftfahrtaufsicht.
Wirklich zum Ankotzen,nie wieder würde ich hiermit fliegen. Wir kamen um 14:40 an.Unser Flug nach Hanoi Wäre um 15:40 da wir uns noch anstellen mussten kamen wir erst so um 15:00Uhr dran. Dennoch meinten die Mitarbeiterin von Vietnamairlines das wir unseren Koffer doch nicht mehr abschicken können,da wir es 40min vor dem Flug schon abschicken sollten (Wir wussten es nicht,haben dazu auch keine email oder sonst was bekommen.) Die Mitarbeiterin meinte,wir könnten mit dem Handgepäck fliegen aber die Koffers eben nicht :) Dann haben wir die Mitarbeiterin darum gebeten uns weiter zu helfen ob es hier im Flughafen ein Service gibt, die Gepäcke annehmen und später zu uns liefern lassen,damit wir unseren Flug um 15:40 schaffen können, und unsere Koffer nicht zurück lassen müssen. Witziger Weise weißt die Mitarbeiterin nichts,und meinte so ein Service gäbe es hier nicht. Daraufhin hat sie uns zu der nächsten Person geschickt und sie meinte es gäbe keine andere Wahl als ein späteren Flug zu nehmen,wo wir unseren Koffer auch mitnehmen können und es hat insgesamt 150€ gekostet (in vietnamesisches Geld umgerechnet ist es wirklich ziemlich teuer,für ein Flug woran wir theoretisch nicht schuld sind :) Dann hat sich es doch heraus gestellt das es ein Service gibt wo wir unseren Koffer ablegen können (damit sie es später zu uns liefern) und das haben wir nicht von Vietnamairlines Mitarbeiterin erfahren da sie alle sich geweigert haben uns zu helfen, sondern von einer Polizei der dort arbeitete. Doch leider war es auch dann schon viel zu spät da der Flug jetzt auch weg ist und wir soviel Geld zahlen mussten für den nächsten Flug. Wirklich ziemlich enttäuschend und einfach nervig da wir eigentlich noch ganze 40min hätten für den check-in aber da die Mitarbeiterin einfach unerfahren ist und sich weigerte uns zu helfen,müssen wir jetzt den Flug um 20 Uhr nehmen. Wirklich grenzwertig ich versteh nicht wie die alle hier arbeiten wenn die eigentlich von solchen Service wissen sollten,oder vielleicht wollten sie auch einfach nur das Geld abziehen ganz ehrlich nichtmal ein Stern verdient ;) nie wieder.
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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