✅ Trip Verified
| Ho Chi Minh City to Hai Phong. This is the worst airline I have ever flown with. We booked a flight with them in December 2017. About 3 days before we were due to fly I got an email with a different flight schedule. No explanation why, no alternatives offered, just an email, out of the blue, with different booking details. I had to ask 3 times by email before I got an explanation. I was then booked onto a different flight, without being asked whether this is the best alternative for me, and without any other possibilities being offered. Only after I pushed back yet again did I find out that I can take other flights to Hai Phong on the same day, or go to a different destination, or cancel the flight with a full refund. I chose another flight; arranging this was far harder than it ought to have been. Vietjet’s customer service at the airport was just as bad. When we arrived to check-in, and despite paying for 1 checked-in bag on the original booking (the one that Vietjet cancelled without consulting us), we found that on the re-arranged booking we were asked to pay again for the checked in baggage. After a long argument we were left with no choice but to pay an additional Dn.330,000. The team leader who handled the matter at HCMC airport was extremely unpleasant, rude and aggressive towards us. He refused to check the original booking and insisted we had to show our booking to prove that we had already paid this charge. He absolutely couldn’t have cared less that we had had our flight cancelled by Vietjet, and couldn’t care less also about the trouble I had to go to in order to rebook the flight that Vietjet cancelled. Unfortunately there was a problem with the Wi-fi at the airport, and I showed him this on my iPad, but he continued to insist that I had to show my record of the booking, and he continually refused to look up the original booking on his own system, which he could have done easily. When I asked for his name, he became extremely aggressive, covered up his name badge with both hands and shouted a number at us very sharply and loudly. When I asked him to repeat it, he not only refused but became even more rude and hostile towards us. Whilst this was happening, a number of different travellers proactively told us that they also continually have issues with Vietjet and that Vietjet’s customer service is dreadful. When we were leaving the flight I noticed one of the pilots was standing by the exit and he was European so I took the opportunity to explain our experience of Vietjet customer service. His reaction: “On behalf of the company I apologise, but I’m afraid I’ve heard many stories like this”. When even Vietjet’s own employees acknowledge to a passenger they’ve never met before that their customer service is awful, it’s very obvious that senior people in the company know this, but choose to do nothing about it. I won’t be flying with Vietjet again, nor will any of my friends, we’d rather pay a little more and fly with an airline that treats it’s passengers with a modicum of respect. If Vietjet is the only means of getting to a particular destination then we will go somewhere else.