Vietnam Airlines
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Absolutely appalling customer service
Absolutely appalling customer service. The negative reviews are a true reflection of the behaviours of this airline. The outbound flight itself was fine, it when something goes wrong! I booked a round trip, both outbound and return with a connection direct with VA on their website. We are currently in Vietnam and the connecting flight from Frankfurt to London was cancelled, the alternative offered was not feasible as it left a 30 min connection time which VA wouldn’t allow (so why offer it?!). Since then their customer service response has been: a) to constantly tell us any increase in cost will be our liability! Why we had a single booking and didn’t want the flight to be cancelled! b) to offer a refund (a difference price each time) but leave all liability with finding a last minute return flight with us! c) tell us we must contact BA this sort it out ourselves! Not once have they offered an alternative option. Or taking responsibility for their legal obligations. I’ve spent 30 hours of my holiday back and forth with various customer representatives getting nowhere. AVOID THIS AIRLINE AT ALL COSTS