Vietnam Airlines
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Vietnam Airlines-0 stars
Vietnam Airlines - 0 stars We were booked to fly Vietnam Airlines by our travel agent - Trip a Deal. The staff on the plane were good and I wish that I could give them the credit that was earned, however the actions of Vietnam Airlines prevent this. As a group, we got to HCM airport and everyone went through the check in process without an issue. Except for the two of us. The check in agent, kept checking their screen and then went to check something with her manger. After a 10 mins wait, she comes back, and we ask if everything was, ok? Fine, fine was the answer. More tapping on the keyboard. Now she is waving her arm at the supervisor who can't see her, so she goes back to them. A 15 min wait and she comes back. "You wait" she says and brings us and our luggage away from the counter to some chairs. Again, I ask if everything is ok. Fine, fine she says. After about 30 mins, she comes back to collect us and brings us back to the counter. I ask again if everything was ok. She just nods. At no time, were we angry or abusive. We don't believe that shouting at someone is the best option. We arrive at Melbourne airport and go to the Virgin domestic counter (as was organised by Trip a deal), only to find that there is an issue. He calls over his manager and she says that we don't have tickets for the Virgin Flight. I show the booking number. She says that you did but your tickets have been cancelled. You'll have to contact Trip a Deal to find out what's going on. I call Trip a Deal who have no clue what's happened. My husband calls Virgin and was able to find out that Vietnam Airlines has cancelled our Melbourne to Brisbane flight with Virgin. I have no idea as to why this was done as they aren't affiliated. I call TAD. They put me on hold and then come back to say yes, Viet. Airlines did cancel it and there is nothing we can do to get you home to Brisbane. I say that I have paid TAD and it is their job to get us home. After 2 1/2 hrs, the TAD agent comes back as asks me to go to a kiosk and put in a booking number which I do. The flight does come up. Why? They had rebooked on the original flight which had already left. Back on hold. After 3 hours total with TAD, they say that there is nothing that they will do to help and that I had to pay for the tickets myself if I wanted to get home. So that's what we had to do. Pay $1038 for a last minute flight to get home. I will add that both my husband and I were so sick with Influenza A (we wore masks on the plane and in the airport). It turns out that our melb-bris flights were cancelled as the agent in HCM thought it was part of our premium economy package. The HCM-Melb plane didn’t have premium economy and we were each given a sky suite (3 seats together in economy), however instead of talking to us, she cancelled our Australian flights. After nearly two months of waiting, Vietnam Airlines, finally refunded the $1038. At the time, I was emailing the Deputy General Manager, Mrs Luu Thi Hien Ninh and I then asked for compensation (I wanted to get the refund first in case they decided to do the wrong thing). I was offered lounge access for one time only. So they wanted me to spend thousands of dollars in flights with an airline who took nearly two months to refund me from their own mistake (I have an email confirming this) just so I can access their lounge which is approximately worth $30 AUD ($60 for both of us)! You have to be kidding! As soon as I questioned this and said that it was unreasonable, my email was then sent back to the base level of customer service! 0 stars!