✅ Trip Verified
| Flew Vietnam Airlines from Hanoi to Singapore. Appalling customer service following big (6.5 hour) delays. Really disappointed with the service and totally inadequate response to my complaint. Our flight was diverted to Kuala Lumpur - admittedly through no fault of the airline, but this was announced through a cursory, garbled message from the air steward with no reason given apart from 'the airport is busy'. No further information was provided or reassurance given to passengers until the flight landed, when we were informed of the air temperature, local time and welcomed to KL. And then told we should not leave our seats as they would refuel and let us know our new departure time. After nearly two hours on the tarmac (during which time the only information I could get was by text from a friend watching the news in Singapore), we were herded off the plane and into a waiting area (without toilets, food or drink - though we can queue to leave the lounge, through security to get to a toilet). After 2.5 hours we were given a little pot of orange juice and some cake. Nearly 3.5 hours on we still had no news and not a single member of staff was in sight, no further food, water, or anything else was available. After four hours there was finally a curt call for “business class, children”. From this I deduced that perhaps the flight would be departing and asked the lady making the announcement who said we would hopefully be leaving at 8pm (approximately 4.5 hours after our scheduled departure time). I suggested to her that it might be worth making an announcement to let others know this. Back aboard the plane, we were finally provided with a bottle of water each at 19.50 (4.5 hours after the situation began) and a small box of chips each. At 8.05 we were welcomed aboard, and finally, at 8.10, the plane started taxiing, but of course, once we landed things still weren’t ready and we did not disembark until 9.45, 6.5 hours after the problems began and with very little apology or attempt to help in any of that time.