Painful Experience With VietJet Review –Riskier Than You Thought

This is a VietJet Review to let you know that taking this airline could be painful. The airline could offer you the worst experience for your wonderful Vietnam trip. It is the cheapest airline to any Vietnam route, whether domestic or international. The planes are also relatively safe, at least I flew with VietJet several times before, still alive and writing this blog post.

Depending on the route, VietJet is cheaper compared to most airlines. For international flights, it is usually ~ 20% cheaper than other airlines and at least on par with budget airlines like AirAsia.  For domestic flights, it is around 30% cheaper than Vietnam Airlines most of the time.

Because of its cheap price, I used VietJet in multiple destinations including Hanoi, Nha Trang and also Ho Chi Minh City. Yes there have been hours-long delays as most of the forum suggested and also the very strict 7kg luggage policy.

However, I would have never thought that it could cost me a flight and create the most painful experience I’ve ever had in Vietnam.

VietJet In A Nutshell

VietJet Air is a Vietnam-based low cost airline since 2007. It has coverage over 55 destinations mainly Asia but also includes destination like Auckland. It served over 25 million passengers each year and is also a listed company in Vietnam stock exchange. The company spent aggressively on its markeing including the famous bikini cabin crew campaign.

Yet despite all the sound bites, the edge of Vietjet is nothing more than being CHEAP. If you search online, you can find endless examples of flight delay, bad customer service and overcharging in forums like reddit, trip advisor and trust pilot.

Nevertheless, the combination of overcharging, rogue staff and unprofessional handling, could lead to a even more deadly consequence – screwing up the memory of your trip. That is exactly what I had during my last visit using VietJet for my favorite destination Ho Chi Minh City.

Greater Risk Than You Thought

Being a budget airlines that take advantage of its customer, VietJet offers something more than being strict on your hand-carry luggage or tactfully delaying the flight “within 2 hours” (they will get you wait on plane instead) to avoid compensation.

Worse they will try to sell you any possible “upgrade option at the counter”. For example, I booked my return flight with VietJet during my last HCMC trip. As a group of 4, we purchased 2 checked in bags (with 20 kg each) and carefully made sure each of the bag would not be overweighted. Afterall, I used a lot of budget airline such as AirAsia, Argean, Wizz, Egypt and etc for more 70+ Countries travel experience.

Unfortunately, the rogue staff chose to slow down everything after we rejected his offer to “upgrade” to front row so that we can sit together. In specific, the deputy officer just used every possible way to delay the check in process, including asking us to memorize the passport number, our itinerary in HCMC and even ask us to take off the jacket so that he can weigh as hand-carry luggage as well.

Together with the long wait for the check in, it took us more than 1.5 hours to get our boarding pass. Then followed by the long queue in HCMC custom, we missed our flight even we arrived the airport 3 hours earlier.

What’s worse, despite being a leading airline in Vietnam, VietJet has no final call or checking out customers stuck at custom, plus early gate closure. Surprisingly, even Scoot, the Singaporean budget Airlines would do the final boarding and send someone to the custom clearance at HCMC airport, but not the “leading” Vietnamese Airline.

It turned out we were not alone, it turned out there are more than 10 customers missed the same flight.

The Nightmare Does Not End Here

Yet the nightmare continues. Knowing the gate is closed yet the plane is still stuck at airport with more than 30 minutes before departure. Instead of arranging a bus to carry the 10+ customers to the flight, Vietjet would insists the passengers to purchase the next day flight with another “premium price”. Mathematically an Airbus A320 could carry ~ 180 passengers, I suppose that’s how they make up their cheap price by charging the 10+ customers again.

The dealing with the ground crew is nothing but a torture. Instead of swiftly arranging, the affected customers for another flight or at least clear the customer record (so that you will be out at the check-in area for flight booking). The crews refused to answer any question or offers solution. With over an hour waiting, it will have you to sign a form to indemnify them for cancelling the departure record or else they will just leave you in the restrict error.

The whole process would further hinder you to book another airline for make-up flight, even if you want to.

Hostility Versus Hospitality

In handling of affected customers, VietJet crews are the worst I have ever seen based on my over 300 flights experience. Instead of comforting the frustrated customers or apologizing, the whole ground crews would keep explaining their check-in process is flawless and insist you buying the next day ticket.

I have been visiting Vietnam at least once in recent years, I love the Country. The Country has impressed me with high-service standard, best-value options and outstanding hospitality. From Grab Bike drivers, street food vendors, local tour guides to restaurants staff, all of them have extended great hospitality with warmth. All these efforts not only boost the popularity of Vietnam but also created very great memory for me.

Yet, the poor service of VietJet, has created a painful experience or trauma for me and my friends. 3 of us had to take an extra annual leave (which is limited) for the next day flight. Another one of us had to buy a same-day ticket from Cathy Pacific (which they managed to get my friend on plane within 1.5 hours) for an expensive price.

 I could still feel the pain while writing, but I hope at least you need to be aware of the potential risk of using this airline.

And I Am Not Alone

Unfortunately, my case of 10 + customers getting blocked of from the gate and served with rogue. When I am conducting deeper websearch for the airline, surprisingly there are endless victim report in basically all the major third party forums. Below are several examples:

Multiple customers reporting long delay for over 5 or even 10 hours along with “customer service beyond word” on trustpilot.com.

Examples of how VietJet using the loopholes to avoid delay flight penalty at the cost of the customers on Reddit.

Examples of rudeness of VietJet staff including insisting VND in cash as the only medium for water selling for transit customer, making customers miss the flight and no last minute announcement on Skytrax.

Similar experience of late flight, missed flight, poor service, the hotline is never reachable on Tripadvisor.

Another painful experience of someone booking flight from Sydney to HCMC for a birthday trip for 700 AUD. Unfortunately, all they got was delay, lost luggage along with staff with hostile services on ProductReview.com.au.