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Business Profile

Airlines

Vietnam Airlines

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vietnam Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vietnam Airlines has 2 locations, listed below.

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Booked ticket on ************************************** airline claimed that ticket name was mistyped on their end they claimed there was no space use for middle first and last name during booking but I enter accordingly to virgin Atlantic required fill information separate boxes. Once I got there they refuse to fix name and told me to go buy another ticket which costed 15m VND. When contacting for refund they also ended up making a claim saying that passenger didnt show up to airport and check in.

    • Initial Complaint

      Date:01/27/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested an emergency **** from Vietnam Travel because they will not provide me a boarding pass at the gate. They claimed the **** I have was not good enough. They provide me a number to call for an emergency **** when I do not need to request one. My original **** was good enough to go throuhg Vietnam custom at the time when I arrived in ***********************************. Their negligence costed me $350 unnecessarily. Please look at my original **** with my name spelled out as First name, Middle and then last. They stated Vietnam custom will not accept. They will not give me the boarding pass at that point.Then I need to get a non-stamped **** for $350 and told me when I arrive at Vietnam, I need to get it stamped. When I arrived, Vietnam custom told me I do not need to stamp with that new **** because my original is just fine. I have sent complaint to vietnam airline and did not receive anything back.

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Two of my luggage broken after I landed in *********************. I trying to contact with Vietnam Airlines but they are running me around. I thinks they not to repair or replace my luggage.Please help me out if you ******** of Regards,*** ******

    • Initial Complaint

      Date:10/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On August 14th, I took the Vietnam Airlines Flight from CAN to ***. However, two of my checked luggage was delayed when I arrived at ***. I contacted the airport staff, they told me they would catch the next flight and ship to my address. I waited for 5 days and no updates from them. After I contacted several departments and made several calls, they sent me an ID # so I could track my luggage. After about 2 weeks, I finally got my luggage. Since most of my items were in the luggage, I had to purchase some necessities for these two weeks. I bought 3 T-shirts, 2 pants, 1 blazer, 3 to 5 clothes for my girlfriend since her items were with me, and two shoes for both of us. Besides, there were some personal care items like shampoo, razor, body wash, etc. I filed the claim to Vietnam Airlines, and the total amount they would like to compensate is 250 bucks, where I spent over $2000 on my necessities. According to their response, only some of the items are considered necessities based on the receipt I provided. Then, I requested a list and the standard of what items should be considered necessities, but they never replied.

    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to reach Vietnam Airlines for months now trying to retrieve my confirmation number/ code in order to select my seating, but every time that I have tried reaching out either by phone, email, or through their online chatting system, either 1. no one replies to me at all, 2. no one is willing to give me the correct department, 3. they aren't willing to help me and would just straight up say no, they aren't able to help. This is becoming frustrating as my flight is in 2 months and I still have yet to hear from someone from Vietnam Airlines when I attempted to contact back at the beginning of December 2022 and now It's almost February 2023. When attempted to call the Vietnam Airlines ** number based in ************* *************), it would transfer the call to someone's personal number (from what it sounds like) under the name "*****" but that person would never call me back even if I had tried texting the number to see if it was legit and no answer still. After leaving multiple voicemails, at this point, I gave up because I know well that they aren't ever going to call me back or have the intention of doing so. Just very frustrated with Vietnam Airlines at this point and I've flown with them in the past without any issues until now. They just aren't responsive and unwilling to help when needed.

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi i submitted a request to cancel my flight from *** to *** on the 30th of december due to a flight delay i had with another provider. your website mentioned that i should receive a refund for the cancelation but i have not received it yet. where is my refund for this flight? the reservation code is LJAGDI and the flight number is VN 301

    • Initial Complaint

      Date:12/15/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had booked *** -> *** via SGN through Vietnam Airlines for 01/07/23. The original flight had a 4-hr stopover in SGN. However, Vietnam Airlines abruptly changed the Del -> SGN leg, so that the stopover at SGN became 15hrs. They didn't proactively inform us. And they made the change so close to the date that it's impossible for us to get another flight at a reasonable price now. And despite repeated emails and phone calls, they have not responded back to our enquires. Nor did they offer to lower the price of the ticket, or offer us a hotel room or food vouchers for the extended stopover. Traveling with 2 children, it is going to be very hard for us to endure a 15-hr stopover. We would never have booked this flight if we had known it would have a 15-hr stopver at SGN. They did a bait-and-switch on us - selling the ticket for a high price, and then switched the flight on us, without offering and compensation for the hardship

      Business Response

      Date: 12/19/2022

      To: Whom It ***************************************************************** via email on December 15th, 22 and his request has been resolved. He approved the handling of Vietnam Airlines.

      Best regards,

      ******

      *************

      ********************** Branch in *****************.

       

      Note: For future contact, plese send all business complaints to our ************* Team via email: ***********************************************************************

      Thank you for your cooperation.

       

       

       

    • Initial Complaint

      Date:12/09/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May ** Concern,My name is ************* and my Reservation code is ****** and my relative's name is ************************ with Reservation code is IGKFLG from *** to *** on December 12, 2022 at 9:40AM. I flew back from the US to *** on the night of December 11, and on the morning of December 12, I and my relative named **** need to flight to *** (************ Airport) in time to attend my nephew's wedding.Vietnam Airlines is a large company, if they want to change the flight schedule of their customers, they must ask the customers if they agree or not before they do it. But Vietnam Airlines did not do it and they did whatever they like, or change the customer's schedule and then ********************** or an employee did it automatically without ask the customer. I will report this issue to PayPal and let them know about it.Again, I feel something wrong with an employee of the Vietnam Airlines. **cause of greed for money, the employee sold my ticket and my relatives ticket and then took the money for his/her own pocket. Then somehow put us on another flight. This is a dishonest and fraudulent way of doing business. **cause of greed for money and then changed our tickets.Thanks,*****

    • Initial Complaint

      Date:10/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i purchased a pre reserved seating assignment for both legs of the flights and paid extra for the emergency row. Both of my seats were the same for the departing and return flight, seat # **A. I had no issue on the departing flight seating in the emergency row. however on the return flight, the flight attendant told me that i can't sit on my assigned seat of **A on the emergency row. He said due to my age, i said i paid extra for this seat, he said "doesn't matter" and you have to take this up with the ticketing department for a refund. I had been trying to reach the ticketing department for weeks but can't get through to anyone. The flight attendant placed me in a normal seat that was so uncomfortable. I'm asking to get my money back for the premium seats that i paid for. i feel that if Vietnam airlines doesn't allow people my age to sit at the emergency row, then they should have flag and not allow me to book the seats. This ended in a very uncomfortable situation and i didn't enjoy the flight at all.please call me at ************ to resolve this. RESERVATION CODE GKSVVM ISSUE DATE 27 May 2022 DOCUMENT NUMBER ************* ISSUING AIRLINE VIETNAM AIRLINES ISSUING AGENT Vietnam Airlines/WDX ticket number: *************

      Business Response

      Date: 10/18/2022

      To Whom it may concern,


      We acknowledge receipt of the above complaint.

      I am working with relevant departments to resolve the request of ****************/****************

      An email has been sent to ****************/*************** to confirm receipt of their request.


      Thank you very much.


      Sincerely,

      ******

      Customer Care

      ********************** Branch in *****************.

       

       

       

       

    • Initial Complaint

      Date:09/16/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an international flight with this company through a travel agent. The travel agent purchased my ticket and i was given a receipt of purchase of travel tickets. the agent told me that all the information she had when purchasing the tickets were on there. I was very concerned because my receipt didn't mention any seating assigned and the agent said that's all the information that she had. i felt very apprehensive about the travel agent so i decided to reach out to the airline to verify for me that my tickets were actual valid since it seems odd that there are no seating assigned. I called Vietnam Airlines and they had a automated message stating that they did not have live agents to speak to and for me to e-mail them. For an airline company to not have live representative is bogus because they could work from home. I e-mailed them just to get a response telling me to reach back out to my travel agent. I was furious because that didn't make any sense. I went back on the Vietnam airline website and noticed that they had a chat box so i can speak to a rep, i was able to reach a rep and it seems after waiting over 30 minutes to respond, he then asked me to view information on their website which there wasn't even an option. This company seems super scandalous and they don't want to answer any of your questions.

      Business Response

      Date: 10/17/2022

      To Whom it may concern,

      We acknowledge receipt of the above complaint.

      We are suspending customer service over the phone due to a severe staff shortage and have made it clear to customers to contact us via email and we will response to emails in the order they were received.

      I have emailed the complainant to resolve the matter.

      In future contacts, please send complaints to the office email address: ***********************************************************************

      Thank you very much.

      Sincerely,

      ******

      Customer Care

      ********************** Branch in *****************.

       

       

       

       

    Vietnam Airlines is NOT a BBB Accredited Business.

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