Source-backed analysis12
Review basis
Research-based review: the AppDuo Editorial Team compiled it from official pages, documentation, app stores, press and user feedback, without hands-on testing. Every claim links to a source with the date it was checked.
12 reference sourcesInformation updated Nov 10, 2026
How we review
Vietnam Airlines Review
The national carrier: a wide SkyTeam network, but the app and service draw complaints
By AppDuo Editorial Team · Updated
- Web
- iOS
- Android
On this page
Decide at a glance
Our verdict
Vietnam Airlines suits long-haul travellers, Business or Premium Economy passengers and Lotusmiles members using the SkyTeam network: free baggage is fairly generous and Skytrax currently rates it 4-star. The trade-off is an app rated 3.6/5 on the Vietnam App Store (2.5/5 in the US) and a 1.8/5 Trustpilot score, with complaints centred on customer service, flight changes and delays.
Best for: Long-haul flyers and Business or Premium Economy passengers who need generous checked baggage
Skip it if: Anyone hunting only for the cheapest fare or comparing several carriers at once: the app sells only Vietnam Airlines tickets
Pros
- Three cabins (Economy, Premium Economy, Business) with free baggage published clearly by cabin and route
- SkyTeam member since June 2010; Lotusmiles tiers get extra baggage allowance
- First certified 4-star by Skytrax in July 2016 and still listed as 4-star on the Skytrax site
Cons
- Low app ratings: 3.6/5 on the Vietnam App Store and 2.5/5 on the US App Store
- Trustpilot 1.8/5 with 67% one-star reviews, citing slow support, flight changes and cancellations
All pros and cons · Who is it for?
Pros
- The app comes in nine languages, including Vietnamese, English, Japanese, Korean and Chinese
Cons
- Per its App Store privacy label, the app uses financial, location and identifier data to track users
Best for
- Lotusmiles members who often fly SkyTeam airlines
Problems it solves
Experience & key features
What Vietnam Airlines is
Vietnam Airlines is Vietnam's flag carrier, headquartered in Long Biên, Hanoi. According to Wikipedia it traces back to the Vietnam Civil Aviation authority formed in 1956, became an IATA member in 2006 and joined SkyTeam in June 2010 as the alliance's first Southeast Asian carrier. The state held 86.34% as of September 2021; shares trade on HOSE as HVN. The current app, published by VIETNAM AIRLINES JSC, has been on the App Store since November 2019; the airline had announced a new app version on 5 February 2019.
Key features
According to the homepage and the airline's releases, you can search flights, book, manage bookings, check in, request voluntary refunds and changes, buy extra baggage, pre-select seats, upgrade and order meals. The airline also lists Lotus lounges, SkyPriority, pet transport, unaccompanied-minor and disability services, TripCare insurance and hotel booking via Booking.com. Lotusmiles (Bông Sen Vàng) members have a separate app, launched in 2025, for checking miles, redeeming rewards and buying or transferring miles.
Pricing and baggage
The app is free; you pay for the ticket. The official baggage page says domestic Economy includes 1 piece of 23 kg, and domestic Premium Economy and Business 1 piece of 32 kg. To the Americas, Economy gets 2 pieces of 23 kg; to Europe and Australia, 1 piece of 23 kg. The official taxes and fees page lists no amounts, links to sub-pages instead, and notes that e-VAT invoices are issued only for payments in VND.
More analysis
What users say
On the Vietnam App Store the app scores 3.6/5 from 4,526 ratings; in the US it is 2.5/5 from 327. Trustpilot gives 1.8/5 from 532 reviews, 67% of them one-star, though Trustpilot notes the company has not recently invited reviews, so the score may not be representative. Praise tends to go to polite crews, clean cabins and catering on some routes; complaints centre on customer service, website and app errors, flight changes, cancellations and baggage.
Versus alternatives
Vietnam Airlines is a full-service carrier with Business, Premium Economy and the SkyTeam network; for fare conditions, compare it with the other Vietnamese airlines, Vietjet Air and Bamboo Airways. To compare prices across carriers in one place, booking and fare-comparison apps such as Traveloka, Agoda or Skyscanner are handier, though you lose the airline app's own features such as check-in and Lotusmiles account management.
Screenshots
Plans & pricing
Prices last verified Nov 10, 2026
Đặt vé / Booking
PersonalFree
The app and website are free to use; you pay only for the ticket and any add-ons. The official site sells three cabins: Economy, Premium Economy and Business. Per the baggage page, domestic Economy includes 1 checked piece of 23 kg, and domestic Premium Economy and Business 1 piece of 32 kg. Fares vary by flight and fare class.
- Free plan limits
- The app is free. Free checked baggage depends on cabin and route: for example, Economy to the Americas includes 2 pieces of 23 kg, and to Europe or Australia 1 piece of 23 kg. Extra baggage costs extra.
- Free trial
- No free trial
Cancellation & refunds
The website has separate help pages for voluntary refunds and changes and for schedule changes made by the airline. Conditions depend on the fare type; the official taxes and fees page gives no general fee amount, so check the fare conditions shown at booking.
Privacy
The airline's privacy policy (effective 25 May 2018, last updated July 2024) lists the data it collects: identity, contact, payment, booking, Bông Sen Vàng loyalty account and online activity; sensitive data such as health or biometric information is collected only with consent. Data may be shared with group companies, partners (agents, SkyTeam airlines, hotels, card issuers), service providers, and public authorities where the law requires. The airline says it will not sell or rent personal data without consent, except where required by law. Ticketing data is mainly transferred to Germany and the Netherlands for processing and then stored in Vietnam; accounting records are kept for 10 years. Requests to access, correct or delete data, or to withdraw consent, go to [email protected]. Marketing is sent only after opt-in. On the App Store the developer declares that purchases, financial info, location, identifiers and usage data are used to track users.
Vietnam Airlines alternatives
7.3/10Skyscanner
Flight, hotel and car hire price comparison across 1,200+ partners
7.2/10Agoda
Hotels, flights and activities booking, strong in Asia, owned by Booking Holdings
Frequently asked questions
How much checked baggage does domestic Economy include?
Per the official baggage page, domestic Economy includes 1 piece of 23 kg, and domestic Premium Economy and Business 1 piece of 32 kg. Allowances can vary by fare type, so check with the baggage calculator on the website.
Which languages does the Vietnam Airlines app support?
Per the App Store, the app supports nine languages: English, French, German, Japanese, Korean, Russian, Simplified Chinese, Traditional Chinese and Vietnamese.
Is Vietnam Airlines a Skytrax 4-star airline?
Yes. Skytrax's ratings site currently lists Vietnam Airlines as a 4-star airline. Per VietnamPlus, it first received the certification on 12 July 2016 in London.
How do I contact the airline for help?
The site lists a help centre, feedback form, virtual assistant, branch offices and social channels. The official taxes and fees page gives 1900 1100 within Vietnam and +84 24 38320320 from abroad, both 24/7; Lotusmiles members can call 1900 1800.
Review evidence & sources12
Scores
- Ease of use
- 6.0
- Features
- 7.0
- Value for money
- 6.0
- Performance
- 5.5
- Support
- 5.0
- Privacy & security
- 6.0
Why this score
Per the airline, the app covers booking, self check-in, saved boarding passes and flight notifications, yet it scores only 3.6/5 on the Vietnam App Store and 2.5/5 in the US; Trustpilot reviewers cite website, app and online check-in errors.
Why this score
The airline offers booking, booking management, seat selection, extra baggage, meals, lounges, special services, insurance and hotel booking via Booking.com, plus Lotusmiles with its own app. As a single-airline app it cannot compare fares across carriers.
Why this score
As a full-service carrier, fares usually include checked baggage (23 kg on domestic Economy). But the official fees page publishes no general fee amounts, which makes comparison with low-cost carriers hard, and one Trustpilot reviewer says changing a flight cost more than a new ticket.
Why this score
Trustpilot carries many complaints about cancellations, delays and lost baggage, though cabin crews are often praised. App version 8.6.1 shipped on 31 October 2026 with notes citing only bug fixes and performance improvements.
Why this score
Channels include the 24/7 hotline 1900 1100, a virtual assistant, a help centre and social media, but Trustpilot reviewers report slow responses and difficulty reaching a person; Trustpilot notes the company has not replied to negative reviews.
Why this score
The policy states a 10-year retention period for accounting records, gives a DPO contact, commits to not selling data and collects sensitive data only with consent. Minus points: last updated July 2024, data transferred to Germany and the Netherlands, and the App Store label lists financial and location data used for tracking.
What users say
- App Store (Vietnam)3.6/5 · 4,526
- App Store (United States)2.5/5 · 327
- Trustpilot1.8/5 · 532
Sources
- Vendor-providedOfficial websiteNov 10, 2026
- Vendor-providedOfficial checked baggage allowance pageNov 10, 2026
- Vendor-providedOfficial taxes, fees and surcharges pageNov 10, 2026
- Vendor-providedOfficial privacy policyNov 10, 2026
- Vendor-providedVietnam Airlines news: new mobile app (2019-02)Nov 10, 2026
- Vendor-providedVietnam Airlines news: Lotusmiles mobile app (2025-08)Nov 10, 2026
- storeApp Store listing (Vietnam)Nov 10, 2026
- storeApp Store listing (United States)Nov 10, 2026
- review-siteTrustpilot reviewsNov 10, 2026
- Community-reportedWikipedia: Vietnam AirlinesNov 10, 2026
- pressVietnamPlus (2016-07-13): Skytrax 4-starNov 10, 2026
- review-siteSkytrax ratings: Vietnam AirlinesNov 10, 2026
Specs & compatibility
- Developer
- Vietnam Airlines JSC
- Headquarters
- Vietnam
- Launched
- 1993
- Category
- Travel
Capabilities
- Mobile app
Platforms
- Web
- iOS
- Android
Interface languages
- Vietnamese
- English
- French
- German
- Japanese
- Korean
- Russian
- Chinese
Support
- Live chat
- Phone
- Help center
Change history
- Feature.Launches the dedicated Lotusmiles members' app (bonus-miles promotion ran 1 to 31 July 2025).
- Update.Launches its first non-stop US service, Ho Chi Minh City to San Francisco (2021).
- Feature.New app version launches: flight search and booking, self-service check-in, boarding pass and flight notifications.
Full change history (9)
- Update.Skytrax presents the 4-star airline certification at the World Airline Awards in London.
- Company.Converts to a joint-stock company and takes delivery of its first Airbus A350-900 (2015).
- Company.Joins the SkyTeam alliance, the first Southeast Asian carrier in it (June 2010).
- Company.Becomes an IATA member after passing the IOSA safety audit (2006).
- Company.Becomes the national flag carrier and a state enterprise (1993).
- Launch.Vietnam Civil Aviation is established, the predecessor of Vietnam Airlines (per Wikipedia).
About the author
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