Vietnam Airlines rating

6.3/10Axel score · #28 of 77

4.8/10Repriceability · #29

Checked October 26, 2026 · How Axel rates airlines

Generous US baggage allowances, expensive changes and little protection against falling fares

Axel considers Vietnam Airlines a reasonable value on US routes for travelers who need checked bags and can commit to their dates. Even Economy super lite includes a carry-on and two checked bags, but change and refund fees make cheap tickets costly to unwind. Its cancellation record is reassuring, while punctuality is less compelling.

Best
US-route Economy super lite includes a carry-on, an accessory and two checked bags.
OAG reported a cancellation rate of 1.05% for September 2026.
Eligible refunds return to the original payment method, with seven business days promised for card purchases.

Worst
Published US-route exchange rules allow only equal or higher fares.
US-origin Economy super lite changes cost $230 before the flight date and $280 on/after it.
Lotusmiles award miles normally expire after a fixed 36 months.

If the fare drops after you book, can you get money back?

RarelyRepriceability 4.8/10

Rarely. Published US-route rules allow exchanges only into equal or higher fares, not cheaper tickets with the difference returned. For US-origin Economy lite, changes cost $150 before the flight date or $230 on/after it. The rules suggest refunding and buying again as the practical alternative. Before the flight date, US-origin refund fees are $280 for Economy super lite, $200 for Economy lite, $150 for Economy classic and $100 for Economy flex. Savings must exceed the fee. Eligible refunds return to the original payment method unless another eligible option is chosen. Direct bookings to/from the US qualify for a full refund within 24 hours when booked at least one week before departure.

Refund/Residual E-voucher validity is generally 12 months from issuance, subject to its specific terms. The named holder and companions on the same booking can use it, but it is not freely transferable. Remaining value can be reused until expiry, after which extension or reactivation is unavailable. Axel's supplied dataset has no sample size, observation period or savings results to report.

Vietnam Airlines fares
Fare	Changes	Cancel	Carry-on	Bags	Seat
Economy super lite	US-origin: USD 230 before the ticketed flight date; USD 280 on/after that date. Equal or higher fares only.	US-origin refund fee: USD 280.	Included	2	Fee
Economy lite	US-origin: USD 150 before the ticketed flight date; USD 230 on/after that date. Equal or higher fares only.	US-origin: USD 200 before the flight date; USD 280 on/after.	Included	2	Fee
Economy classic	US-origin: USD 100 before the ticketed flight date; USD 150 on/after that date. Equal or higher fares only.	US-origin: USD 150 before the flight date; USD 200 on/after.	Included	2	Free choice
Economy flex	No change fee	US-origin: USD 100 before the flight date; USD 150 on/after.	Included	2	Free choice
Premium economy classicpremium economy	US-origin: USD 100 before the ticketed flight date; USD 150 on/after. Equal or higher fares only.	USD 150 before the ticketed flight date; USD 200 on/after. Refunds go to the original payment method unless another eligible reimbursement option is chosen.	Included	2	Fee
Business classicbusiness	US-origin: USD 100 before the ticketed flight date; USD 150 on/after. Equal or higher fares only.	USD 150 before the ticketed flight date; USD 200 on/after. Refunds go to the original payment method unless another eligible reimbursement option is chosen.	Included	2	Free choice

Fare difference on a cheaper change: Not confirmed. The published US-route rules and online exchange policy permit changes only to equal or higher fares. They therefore do not establish a right to exchange Economy classic into a cheaper fare and receive a residual. General E-voucher terms recognize residual vouchers when the applicable fare rules allow them, but do not override this restriction. Unknown is used because the schema has no category for a prohibited lower-fare exchange.
Same flight, lower price: No fee-free same-flight price-drop adjustment or price guarantee was confirmed. The practical alternative inferred from the published rules is to refund the original ticket, paying its refund fee, and buy the lower-priced ticket separately. Before the flight date, the published US-origin refund fees are USD 280 for Economy super lite, USD 200 for Economy lite, USD 150 for Economy classic and USD 100 for Economy flex. Any savings must exceed the applicable fee. Eligible cancellations within the US 24-hour window are penalty-free.
Credits (Refund/Residual E-voucher): The general E-voucher validity is 12 months from issuance. Specific conditions supplied with a voucher take precedence. Transferable: partial.
24-hour rule: For journeys to/from the US, Vietnam Airlines promises a full refund without refund fees or fare restrictions when cancellation occurs within 24 hours of booking and the booking was made at least one week before departure. Book directly with the airline for the DOT protection. Contact the airline for a qualifying refund if self-service is unavailable. Separately, the airline advertises same-calendar-day refunds for accidental booking errors; that is not an unconditional worldwide 24-hour policy.
Same-day change: Go-show is chargeable on Economy classic/lite and unavailable on Economy super lite. Economy flex permits it free in Y class, but charges in M/B. Premium economy classic and Business classic also charge. A current standalone US-route go-show fee was not confirmed; do not substitute ordinary ticket-change fees for it.
Schedule changes: The airline's current customer-service plan says US journeys qualify for a fee-free refund when Vietnam Airlines changes the schedule and the passenger rejects its proposed alternative, or has already been involuntarily rebooked once; that US section states no numerical threshold. Separately, DOT requires refunds for cancellations and significant changes when the passenger declines the changed itinerary or alternatives. For international itineraries, the timing threshold is departure at least six hours earlier or arrival at least six hours later; airport changes, added connections and certain other changes also qualify. The airline states original-payment refunds within seven business days for credit-card purchases and 20 calendar days for cash/cheque payments. Its separate policy for airline-caused changes on flights departing Vietnam offers free exchange/rerouting/refund at four hours or more.

Score breakdown

Repriceability 35%4.8
- Standard fare change fee: 4.0/10 · Economy lite: US-origin: USD 150 before the ticketed flight date; USD 230 on/after that date. Equal or higher fares only.
- Lowest fare flexibility: 4.0/10 · Economy super lite: US-origin: USD 230 before the ticketed flight date; USD 280 on/after that date. Equal or higher fares only.
- Lower fare on the same flight: 4.0/10 · No fee-free same-flight price-drop adjustment or price guarantee was confirmed. The practical alternative inferred from the published rules is to refund the original ticket, paying its refund fee, and buy the lower-priced ticket separately. Before the flight date, the published US-origin refund fees are USD 280 for Economy super lite, USD 200 for Economy lite, USD 150 for Economy classic and USD 100 for Economy flex. Any savings must exceed the applicable fee. Eligible cancellations within the US 24-hour window are penalty-free.
- Credit terms: 7.0/10 · The general E-voucher validity is 12 months from issuance. Specific conditions supplied with a voucher take precedence.; transferable: partial
- Cancel the standard fare: 4.0/10 · US-origin: USD 200 before the flight date; USD 280 on/after.
- Risk-free window: 7.0/10 · For journeys to/from the US, Vietnam Airlines promises a full refund without refund fees or fare restrictions when cancellation occurs within 24 hours of booking and the booking was made at least one week before departure. Book directly with the airline for the DOT protection. Contact the airline for a qualifying refund if self-service is unavailable. Separately, the airline advertises same-calendar-day refunds for accidental booking errors; that is not an unconditional worldwide 24-hour policy.
- Same-day change: 7.0/10 · Go-show is chargeable on Economy classic/lite and unavailable on Economy super lite. Economy flex permits it free in Y class, but charges in M/B. Premium economy classic and Business classic also charge. A current standalone US-route go-show fee was not confirmed; do not substitute ordinary ticket-change fees for it.
- What Axel saw: does not apply · fewer than 10 attempts · Axel repricing attempts
Refunds and disruptions 20%7.2
- Commitments when the airline causes the problem: 6.0/10 · Covered by: US_DOT_refund_rule, EU261, UK261, Other_national; US DOT refund protections cover US services. EU261 and UK261 generally cover Vietnam Airlines departures from the relevant European jurisdictions, not its inbound flights merely because they land there. Vietnam's national compensation rules cover qualifying departures from Vietnam. The US service plan promises drinks after one hour, meals/drinks after two hours and accommodation after more than six hours, subject to availability. A separate general plan incorporating July 2026 legislation instead lists drinks at two hours, meals at three hours and accommodation after six hours; the US-specific page is the stated commitment used here for US travel. For Vietnam departures, qualifying carrier-caused disruptions attract statutory compensation, including USD 165 on international flights of at least 5,000 km; this is not an extra voluntary benefit. No unconditional commitment to competitor-airline rebooking or additional cash compensation beyond legal obligations was verified.
- Refund conduct: 10.0/10 · No refund or compensation findings in 5 years
- Refund complaints: no data, median 5.1/10 used · too few US passengers to measure
Reliability 15%7.2
- On-time arrival: 6.6/10 · 76.43% on time (2026-09-01 to 2026-09-30. Vietnam Airlines brand figure in OAG's monthly rankings. Cancellation percentage published directly, not derived from a completion factor. No 2025 full-year figure verified.) · OAG On-Time Performance Flight Data — September 2026
- Cancellations: 8.8/10 · 1.05% cancelled (2026-09-01 to 2026-09-30. Vietnam Airlines brand figure in OAG's monthly rankings. Cancellation percentage published directly, not derived from a completion factor. No 2025 full-year figure verified.) · OAG On-Time Performance Flight Data — September 2026
Fees and transparency 15%8.3
- Carry-on in the lowest fare: 10.0/10 · No charge for the included carry-on and accessory on US-route Economy super lite.
- First checked bag: 10.0/10 · On US routes, even Economy super lite includes two checked bags, each up to 23 kg and 158 cm in combined dimensions. Premium economy includes two 23 kg bags; business includes two 32 kg bags. Additional, overweight and oversized baggage is chargeable; a current advance-purchase US-route excess-bag amount was not confirmed.
- Seat in the lowest fare: 3.0/10 · fee
- Children seated with a parent: no data, median 5.0/10 used · The children's policy requires an accompanying adult to travel in the same cabin, but no explicit guarantee of free adjacent seating for every child age 13 or younger on every fare was confirmed. Advance selection is chargeable on Economy super lite. The current US-route table lists standard seats at USD 20–45 outside peak periods and USD 24–66 during listed peak periods, before applicable taxes/surcharges.
- Price shown is price paid: 10.0/10 · No fee-display findings in 5 years
Complaints and handling 10%5.2*
- Complaint rate: does not apply · too few US passengers to measure
- Mishandled bags: does not apply · not reported to DOT · U.S. DOT, April, May, July and August 2026
- Mishandled wheelchairs and scooters: does not apply · not reported to DOT · U.S. DOT, April, May, July and August 2026
- Bumping: does not apply · not reported to DOT · U.S. DOT, April to June 2026
Loyalty fairness 5%6.8
- Miles expiry: 2.0/10 · The published policy gives award miles 36-month validity, extended to 60 months for Million Milers. This is fixed validity rather than an inactivity-based expiry rule. A 2026 airline promotion also specifies 36-month validity for its awarded miles. Paid extension and reinstatement facilities exist, but the current comprehensive program terms could not be read.
- Devaluations: 10.0/10 · None in 24 months
- Award pricing: 10.0/10 · published_chart

Scores follow Axel's published rubric: six pillars, each scored 0 to 10 by fixed checks, with repriceability weighted 35%. Facts were checked October 26, 2026. No data at all for Complaints and handling, so it takes the median of all rated airlines. No data for 2 checks (Refund complaints, Children seated with a parent), each scored at the median of all rated airlines.

Refunds and disruptions

US DOT rules require automatic refunds for cancellations or significant changes when alternatives are declined. EU261 and UK261 generally cover departures from their jurisdictions, not inbound flights merely landing there. Vietnamese rules cover qualifying departures from Vietnam.

For US travel, the airline promises drinks after one hour, meals and drinks after two hours, and accommodation after more than six hours, subject to availability. Eligible refunds return to the original payment method within seven business days for cards or 20 calendar days for cash/check payments. No refund or compensation findings were identified in 5 years, and no regulator enforcement action was found. Reporting for October 2024 to October 2026 did not establish routine refund delays or forced vouchers, but this does not independently verify processing performance.

Reliability

OAG's September 2026 monthly rankings put Vietnam Airlines at 76.43% on-time arrivals and 1.05% cancellations for September 1 to September 30. The cancellation percentage was published directly, not inferred from completed flights. Axel sees the low cancellation rate as a strength, but travelers should not read this monthly snapshot as a full-year record. No 2025 full-year figure was verified.

Fees

On US routes, Economy super lite includes a carry-on, an accessory and two checked bags, each up to 23 kg and 158 cm in combined dimensions. Advance standard-seat selection costs $20 to $45 outside peak periods and $24 to $66 during listed peak periods, before applicable taxes and surcharges. Free adjacent seating for every child aged 13 or younger was not confirmed. Extra, oversized and overweight bags cost more, but current US-route amounts were not confirmed.

No fee-display findings were identified in 5 years. CAAV's May 2024 domestic review found disclosed totals and optional charges, but criticized confusing surcharge names and inconsistent presentation. Whether every first displayed price equals the final payment was not confirmed.

Complaints

A US complaint rate per 100,000 passengers could not be measured because the passenger sample was too small. Vietnam Airlines did not report mishandled-bag or wheelchair and scooter figures in the cited US DOT releases for April, May, July and August 2026. Bumping figures were not reported in the April to June 2026 data. These gaps prevent a measured comparison of complaint handling.

Loyalty program

Lotusmiles uses a published award chart. Miles have fixed validity of 36 months, or 60 months for Million Milers, rather than expiring only after inactivity. Paid extension and reinstatement exist. No devaluation was confirmed in the last 24 months, although award-chart changes took effect June 1, 2026, and the evidence did not establish whether mileage costs increased.

Choose Vietnam Airlines if

You need two checked bags on a US route.
You can commit to your travel dates.
You value a published award chart and can use miles before expiry.

Book elsewhere if

You expect to recover small fare drops after booking.
You need low-cost changes on the cheapest fare.
You require a confirmed guarantee of free adjacent family seating.

Tips

Book directly for eligible US 24-hour cancellation protection, with departure at least one week away.
Compare Economy classic with Economy super lite after adding seat fees, since rear-cabin standard seats are free on Economy classic.
Before refunding to buy a cheaper ticket, check that the fare saving exceeds your applicable refund fee.

Questions travelers ask

Does Vietnam Airlines charge change fees?

Yes, most fares charge. For US-origin tickets, Economy super lite costs $230 before the flight date or $280 on/after it. Economy lite costs $150 or $230, and Economy classic costs $100 or $150, respectively. Economy flex changes are free before the flight date but cost $100 on/after it. Exchanges require equal or higher fares.

Can I get money back if my Vietnam Airlines fare drops?

Usually only by refunding the original ticket and buying again, with fees potentially consuming the saving. No fee-free same-flight price adjustment was confirmed, and published exchanges permit only equal or higher fares. Before the flight date, US-origin refund fees range from $100 for Economy flex to $280 for Economy super lite. Eligible US 24-hour cancellations avoid those penalties.

How long do Vietnam Airlines credits last?

Refund/Residual E-voucher validity is generally 12 months from issuance, although the voucher's specific conditions take precedence. It normally covers the named holder and companions on the same booking, not unrestricted transfers. Multiple uses are allowed and remaining value is retained. Expired vouchers cannot be extended or reactivated, and conversion back to cash is generally prohibited.

What do I get if Vietnam Airlines cancels my flight?

For US services, you can receive a fee-free refund if the flight is cancelled and you decline the alternatives. DOT requires automatic refunds when owed, not compulsory vouchers. Vietnam Airlines states seven business days for card refunds and 20 calendar days for cash/check payments. Its US service plan also promises drinks after one hour, meals and drinks after two hours, and accommodation after more than six hours, subject to availability.

How much do carry-on and checked bags cost?

On US routes, Economy super lite includes a carry-on, an accessory and two checked bags at no extra charge. Each checked bag may weigh up to 23 kg and measure up to 158 cm in combined dimensions. Additional, overweight and oversized bags are chargeable, but a current advance-purchase US-route excess-bag amount was not confirmed.

Sources

Flights from United States, Vietnam Airlines
Vietnam Airlines Annual Report 2025, Vietnam Airlines
Routings from United States - Economy, Vietnam Airlines
Routings from United States - Premium Economy, Vietnam Airlines
Routings from United States - Business, Vietnam Airlines
Voluntary refund and rebook, Vietnam Airlines
Vietnam Airlines Customer Service Plan, Vietnam Airlines
From Vietnam to United States - Economy, Vietnam Airlines
Vietnam Airlines E-voucher - Terms & Conditions, Vietnam Airlines
Fares for advance seat selection applied on international routes, Vietnam Airlines
Free checked baggage, Vietnam Airlines
Infants and children, Vietnam Airlines
Advance Seat Selection, Vietnam Airlines
Refunds, U.S. Department of Transportation
Final Rule: Refunds and Other Consumer Protections, U.S. Department of Transportation, 2024-04
Customer Service Plan — United States, Vietnam Airlines
Vietnam Airlines Customer Service Plan — general plan incorporating 2026 legislation, Vietnam Airlines
Air passenger rights, European Union — Your Europe
Refund, Reimbursement and Compensation: Vietnam Airlines, AirHelp, 2025-04-08
Cirium On-Time Performance Review 2024 — Asia Pacific Airlines Report, Cirium
Cirium On-Time Performance Review 2025 — report copy hosted by Poder360, Cirium
On-Time Performance Review 2025, Cirium
AirHelp Score — airport rankings 2026 and airline rankings 2025, AirHelp
Lotusmiles New Benefit: Bonus Miles Valid up to 60 Months, Vietnam Airlines, 2021-04
Family Account: Receive 1,000 Award Miles & Earn an Extra 15% When Traveling Together, Vietnam Airlines, 2026-04
Mileage Redemption Table for Air Tickets — effective June 1, 2026, Vietnam Airlines
New Lotusmiles Regulations in 2026, Vietnam Airlines, 2026-01
CAAV concludes airfares did not exceed ceilings but some surcharges could cause confusion, VnEconomy, 2024-05-13
Vietnam Airlines plans domestic route cuts due to jet fuel shortage, regulator says, Reuters, syndicated by MarketScreener, 2026-03-24
Contact information including US office and 24-hour support, Vietnam Airlines
Vietnam Airlines — United States official website, Vietnam Airlines
World's Best Airlines for 2026 by Airline Ratings, AirlineRatings
Circular 48/2026/TT-BXD regulating air transport, Government of Vietnam — Ministry of Construction, 2026-06-30
World's Best Airline Cabin Awards 2026, AirlineRatings
Vietnam Airlines rises in international rankings and leads in premium-economy value, Civil Aviation Authority of Vietnam, 2026-03-19
Lotusmiles regulations update — June and July 2026 changes, Vietnam Airlines, 2026-05

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