Vietjet Air / Vietjet Aviation Joint Stock Company review: Inexplicably altered flight schedule

I was extremely disappointed and frustrated with my recent experience flying to Vietnam from Melbourne Australia, about four weeks ago in June 2025. Just five hours before my scheduled flight, Vietjet’s system inexplicably altered my booking. I only discovered this change three hours before departure when I attempted to check in at the airport.

When I tried contacting Vietjet’s Australian office, they were closed as it was after hours. I had no choice but to call Vietjet’s head office in Vietnam for help. Luckily I had free hours to contact Vietnam with my mobile plan. I was told that the change had been made online by the account holder - myself - earlier that day. This was clearly incorrect, as I would never have shown up at the airport if I had changed the flight.

I had to insist repeatedly that the changes were not made by me and that this must have been a system glitch. There was a lot of back-and-forth communication. Initially, I was told that changes couldn’t be made because I was dealing with an overseas branch, however there are still vacant seats on the flight and the airport counter can assist with this . When I explained that Melbourne Airport couldn’t handle ticketing issues (as per staff at the counter) and the Sydney office was closed, I was then told the issue couldn’t be resolved because the flight was too close to departure time - less than three hours away.

I argued that since the flight hadn’t taken off and there was still about 2.5 to 3 hours left, something could still be done. There are still seats on the flight. I was physically at the airport, ready to board, along with many other passengers. I emphasized that I could not miss this flight due to work obligations and pleaded for them to revert my booking to the original flight.

After repeatedly asking to speak directly with a manager - this took over an hour - I was finally informed that my flight could be restored, but only if I paid a fee. This entire ordeal was incredibly stressful and a terrible way to begin my holiday.

I had previously heard negative reviews about Vietjet’s service, especially regarding delays and poor customer support, but I never imagined I would experience such a serious issue myself. Had I not been persistent and quick-thinking, I likely would have missed the flight entirely.

Vietjet truly let me down as a loyal customer who uses the airline to travel to Vietnam every six moths. This is an experience I won’t forget.