Vietnam Airlines has become the first airline in Vietnam to be honored as a “5-Star Global Airline” by the Airline Passenger Experience Association (APEX), putting it on par with world-renowned airlines such as ANA, Virgin Atlantic, Lufthansa, Korean Air, etc.

There are currently two main airline rating organizations: Skytrax – a reputable and independent organization specializing in rating global airlines from 1 – 5 stars primarily based on expert evaluations, and APEX, a non-profit organization representing airlines and leading suppliers worldwide that regularly conducts customer satisfaction surveys to rank airlines that offer the best passenger experiences.

APEX’s airline rankings are entirely based on passenger feedback on 1 million flights with nearly 600 airlines globally, graded on a 5-star scale. This data is collected by TripIt – the world’s best journey management application. The results are also independently reviewed and verified by a professional auditing company.

According to the latest APEX survey, Vietnam Airlines received a 5-star rating from customers, thanks to its pioneering application of the latest improvements to offer passengers the most seamless and comfortable experiences. The airline is committed to providing attentive, considerate, and professional services at all service touchpoints on the ground and in the air, contributing to conveying an image of a hospitable and affable Vietnam. Many of the airline’s service quality indicators in 2023 were ensured. Notably, the Net Promoter Score (NPS) and the overall Customer Satisfaction Index (CSI) showed significant improvements.

From the perspective of an air transport business, customer reviews are especially important as they most fully, clearly, and accurately reflect customer satisfaction at the service touchpoints provided by the airline. For Vietnam Airlines, meeting APEX’s stringent standards to achieve a 5-star rating is a precious recognition of our efforts to elevate our services and satisfy customers worldwide, as well as affirming our leading position in the region and globally.

Recently, Vietnam Airlines has been consecutively awarded regional and global accolades such as “Asia’s Leading Airline Economy Class”, “Asia’s Leading Cultural Airline”, “Asia’s Leading Cabin Crew”, and “Asia’s Leading Inflight Magazine” by the World Travel Awards 2023. Vietnam Airlines was also named among the Top 20 Best Airlines in the World by Airline Ratings in 2023.

Vietnam Airlines’ services that make a 5-star impression on customers

  • An ever-expanding route network and flight frequency, especially on international flights;
  • One of Asia’s youngest and most modern fleets, including Boeing 787 Dreamliners, Airbus A350-900 XWBs, Airbus A321neos, etc., offering supreme comfort;
  • Services infused with Vietnam’s cultural essence, creating cultural touchpoints amidst the clouds;
  • The first airline in Vietnam to implement online check-in across all domestic airports;
  • A variety of check-in options including telephone check-in within Vietnam, kiosk check-in at airports, and online check-in via www.vietnamairlines.com;
  • Exclusive “Meet and Greet” service for passengers desiring special assistance;
  • A rich entertainment program featuring wireless-streaming on Airbus A321neos and seatback screens on Airbus A350s and Boeing 787s;
  • In-flight publications and video programs promoting Vietnam’s rich tourism offerings and culture;
  • Constantly refreshed in-flight menus featuring the distinctive flavors of regional and local specialties;
  • A selection of Vietnamese coffee options to promote and elevate your in-flight coffee tasting experience.