Although have chosen business class to enjoy the best services during the flight from Ho Chi Minh City to Paris (France), the passenger group of 5 adults and 1 child had worst experiences from Vietnam Airlines (VNA).
Although there are many airlines operating flights from Ho Chi Minh City to France, however, with the desire to support Vietnam National Airlines, the group of passengers including children chose to buy a round-trip business class ticket for the flight from Ho Chi Minh City to Paris (France) is operated by Vietnam Airlines. Total value more than 600,000,000 VND. However, on the departure date of December 3, 2022, due to bad weather, the plane could not return in time, flight number VN256 departed from Ho Chi Minh City transit at Noi Bai airport was delayed by more than 1 hour and 30 minutes. When transiting at Noi Bai, the group of passengers was picked up by a VNA employee and taken to the bus to move to the international terminal. Due to the approaching departure time of flight VN19 from Hanoi to France, This staff member hurriedly affixed stamps to mark transit passengers for each person and instructed them to go straight to the VIP waiting room when they arrived at the international terminal.
Business class ticket but no exit information
With such vague instructions, the passengers needed clarification when they could not find their way to the waiting room at the international terminal, and at the same time did not have any VNA staff to assist. There is no information on the plane's exit door on the ticket, making the passengers more confused. The delegation had to contact the team at the airport for instructions on exiting procedures. Completing exit procedures, the group of passengers rushed to find their way to the Golden Lotus lounge. Upon arrival, the lounge staff said it was only about 5-10 minutes until it was time to exit the plane. The group of passengers explained that the group had children that needed to be looked after before boarding the plane to France. Just for this short time, the baby's father wanted to go to the waiting room to help in time to board the plane but did not have a ticket. Although this particular case has been presented, however, the staff here still decided to charge the father's lounge in the amount of 800,000 VND for less than 10 minutes. During this little time, the passengers only had time to make milk for the baby and the rest did not use any services from the lounge.
Voucher for the admission fee to the Golden Lotus Lounge in less than 10 minutes
With the previous bad experiences, the group of passengers was extremely frustrated, if they were given specific instructions, perhaps the passengers would not have had to rush as if they were late for the flight. In addition, the transit time between the two flights was too close, the airline did not consider adjusting when the first flight was delayed from the scheduled time. It is worth mentioning here that when passengers ask VNA staff to explain the process of picking up and guiding passengers to transit at Noi Bai airport for international flights, however, the staff at the lounge has an attitude of extending the waiting time even though the passenger asked over and over again. When it's time to go to the airport, the lounge staff will guide you to work with an employee named Hien Hai (introduced as Gate Leader). This employee said that VNA does not have separate regulations on each specific case that passengers encounter, The staff in the waiting room follow the regulations, but they are still not flexible enough to make passengers have a bad experience. As for the fact that the delegation is not given specific instructions during transit procedures, the airline will take note of the customer's comments.
Contacting VNA airline, the airline staff said about "reason" if there is no ticket to enter the lounge, the passenger must pay the cost according to the airline's regulations, and about "love", the lounge staff can consider mentioning the case of the group. To get the correct answer, passengers can send comments to VNA Airlines. It is known that the representative of the delegation sent a comment to the airline right while on the flight to France, but nearly a week has passed, and still have not received a response from VNA.
The group of passengers agreed to pay a large amount of money for business class tickets in order to experience services worthy of a 4-star international airline, but with the advantages of connecting flight time, the lack of responsibility of the reception staff, the inattentiveness, and the rigidity of the lounge staff made the trip bad. Passengers are always in a state of hurry and confusion because during the transit, they did not receive the support of VNA airline. Although still expecting to receive a satisfactory answer from the airline, so far everything seems to "sink into oblivion", making all expectations about the national airline become disappointing.
Through the above incident, it is necessary for VNA to quickly find out and have a satisfactory solution for the above passenger group. At the same time, it is necessary to absorb opinions and have a plan to correct them in order to regain the image of Vietnam National Airlines in the eyes of Vietnamese and international people.
Thanh Phong
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