After more than 10 years of booking tours with Vietravel, I never imagined I would be writing a…read morereview like this.
My family visited the Bolsa office looking for assistance with selecting a Vietnam tour. We were not demanding special treatment, discounts, or anything unreasonable. We simply expected the basic level of guidance and professionalism that any customer should receive when visiting a travel agency.
Instead, we were met with what can only be described as dismissive, indifferent, and shockingly poor customer service.
The representative, Mai Phuong, appeared unwilling to help from the moment we sat down. When we asked for assistance choosing between tours, she responded, "You should do your homework on the Vietravel website."
That comment alone was surprising. If customers are expected to do all the research themselves, what exactly is the purpose of visiting a travel agency and speaking with a travel consultant?
Trying to move forward, I politely asked for help understanding the information on the website. When I stepped closer to view her screen, she immediately stopped me, refused to show the screen, and gestured that I should not stand behind her. The entire interaction felt cold, hostile, and unwelcoming.
The experience continued to get worse.
When we asked what time the tour vehicle would return, her answer was simply, "Look on the screen."
When we asked where the tour departure location was, she replied with just one word:
"190."
No street name. No address. No landmark. No explanation.
At that point, it became obvious that answering customer questions and providing helpful service was not a priority.
What stood out most was not a single rude comment, but the overall attitude. Every question seemed to irritate her. Every request for clarification felt like an inconvenience. Instead of feeling like valued customers, we felt like we were being tolerated.
Customer service is the foundation of any travel business. People visit travel agencies because they want advice, expertise, and guidance. Unfortunately, we received none of those things.
After more than a decade of loyalty, Vietravel has lost our family's business entirely. More importantly, we will be sharing this experience with our relatives, friends, and travel circles so they can make informed decisions before booking.
Customer loyalty is hard to earn and easy to lose. Unfortunately, Vietravel lost ours!
