Put yourself in the shoes of the customer, VietJet Air!
If you don’t care about your customers, expect them not to care about you. Make us pay for your failure, lose any hope of loyalty.
We had a 3:50pm flight booked for 22nd June 2024 on VietJet Air from Hanoi to Da Nang, Flight 1453.
As we reached the check-in desk, the staff told us the flight was already delayed 30 minutes. They kindly offered us the option to book on an earlier flight………..but expecting us to pay the difference!
Imagine, it was their issue of being delayed, offered no compensation but extra expense to us if we wanted to get on an earlier flight! Perhaps that was the compensation in some warped way? Missing an Operational Definition, then!
Eventually, after proceeding through security, we eventually found out the flight was re-scheduled for 4:30pm, boarding started at 4:10pm and we were still on the tarmac at 5:09pm, delayed over one hour.
And guess what? At no point from the check-in desk, boarding the aircraft, approaching our destination or on landing, was there the offer of an apology.
Looking at my flight tracking app, this flight was delayed 67% of the time, with an average delay of 59 minutes! Pretty close for us, but not satisfying as customers, potential repeat customers in the future. Consistent, but not in a good way.
Very different to our experience with Vietnam Airlines, a flight not delayed but the feeling of a very different experience (and yes, more expensive, but still good value), and sure they would have apologised for any delays.
