Vietnam airlines problem

[debgow]

So my problem is- I’ve booked Sydney to Heathrow business class return in January. I need to change my departure date. I am wanting this sorted sooner rather than later as my friend is waiting to book the same flights as me. I deliberately booked direct with website, so I am in control of these things. Couldn’t do it, system crashed. I have rung every Australian number listed to no avail. Yesterday I was on hold, then was ringing then on hold for nearly an hour before giving up. Otherwise no answer at all on other numbers and one that is listed on website is disconnected. This morning I got a recorded message saying due to government Covid guidelines everyone is working remotely and you must email. Rang Vietnam and was told have to email them. I got 2 different email addresses and used both. I tried chatting online but it takes over an hour to connect with you and then was told use email. I reached out on Facebook and messenger and was told to email. They did tell me this morning in messsenger they had no emails from me, so I sent again. This time success and they charged AUD276. I then double checked email to make sure all correct and one of my legs out of 3, they have put me in economy. When I pointed this out to them, they have come back with a price of AUD$2077 to change a flight that is less than $50 more if I were to make a new booking. I have finally found fare rules on website and says US$25 fare change fee which is fair enough plus I presume money difference. Both are same booking class “classic”. Why does it have to be so hard? I just wish I could actually speak with someone. I’m actually feeling sick over it. I suppose worse case scenario is I keep the economy leg and suck it up but I’m still paying more than I should be. If I was in Sydney I would go to airport to speak with someone. Thoughts anyone.

 

[MEL_Traveller]

I just booked VN tickets a couple of days ago and got an email from one of the agents to confirm they had now ticketed it…. this was onlinesupport@ vietnamairlines . com

You are right it sounds like it should be the change fee plus fare difference.