Why VietJet Always Delays Flights Yet Customers Keep Using It

VietJet, Vietnam’s leading low-cost airline, has developed a reputation for frequent flight delays. Despite the inconvenience, the airline continues to attract millions of customers annually. With its competitive pricing, aggressive promotions, and extensive flight network, VietJet remains a popular choice among budget travelers. However, its persistent delays have drawn criticism, especially on social media, and have raised concerns about its impact on customer satisfaction and business operations.

Social Media Critics and Passenger Complaints

Social media platforms are filled with complaints from disgruntled VietJet passengers who have experienced long delays and poor communication. Many customers turn to humor or sarcasm to express their frustration. Common criticisms include unexplained delays, disrupted travel plans, and lack of customer service. Viral TikTok videos and Facebook posts often depict travelers stranded in airports or missing important events.

For example, one viral video showcased a traveler humorously documenting six hours of waiting for a delayed VietJet flight, captioning the experience as “airport daycare.” Passengers frequently comment, “Why even bother announcing boarding times?” or “Flying VietJet is like gambling with time.”

Statistics and Comparisons

In 2024, approximately 30% of VietJet’s flights were delayed, according to Vietnam’s Civil Aviation Authority. This delay rate is significantly higher than its domestic competitors:

• Vietnam Airlines had a delay rate of 10-15%, positioning it as a more reliable, albeit costlier, option.
• Bamboo Airways reported a delay rate of about 12%, appealing to budget-conscious travelers seeking better punctuality.

On an international level, VietJet also lags behind competitors like Ryanair and AirAsia. Ryanair achieved a punctuality rate of over 90% in 2023, while AirAsia’s delay rate stood at 15-20%, far better than VietJet’s.

Why Customers Continue to Fly VietJet

Despite its shortcomings, VietJet’s appeal lies in its affordability and accessibility. The airline offers some of the lowest fares in the region, with promotional campaigns like the “Zero Fare” program allowing customers to secure tickets for as little as $20. This pricing strategy makes it an attractive choice for budget travelers.

Additionally, VietJet boasts a vast flight network, serving over 40 domestic and 50 international destinations across Asia, including Thailand, Singapore, Japan, and South Korea. For many travelers, the low cost and convenience outweigh the inconvenience of delays.

The Impact of Delays

Frequent delays have significant implications for VietJet’s operations, customer loyalty, and reputation.

1. Reputation Damage: The airline’s delay-prone reputation deters potential customers, particularly business travelers who prioritize punctuality.
2. Customer Retention: While promotions attract new customers, repeated delays risk alienating loyal passengers who may switch to competitors.
3. Financial Costs: Delays increase operational costs, including airport fees, staff overtime, and occasional compensation for affected passengers.
4. Employee Morale: Constantly dealing with frustrated passengers can lower staff morale and productivity.
5. Competitive Disadvantage: VietJet’s poor on-time performance puts it at a disadvantage compared to airlines like AirAsia and Bamboo Airways, which offer better reliability.

How Other Airlines Tackled Similar Challenges

Low-cost carriers worldwide have faced similar issues with delays but have implemented strategies to address them effectively.

• Ryanair focused on optimizing turnaround times and streamlining operations to reduce delays. Its commitment to punctuality helped rebuild its reputation.
• AirAsia invested in AI and data analytics to predict disruptions and provide real-time updates to passengers. Flexible rebooking policies also improved customer satisfaction.
• Southwest Airlines in the U.S. implemented buffer times in its schedules and empowered its staff to handle delays more effectively.
• JetBlue offered compensation for delays and prioritized passenger comfort with in-flight services like free Wi-Fi and snacks.
• IndiGo, India’s largest low-cost carrier, emphasized operational discipline and efficient boarding processes to maintain its punctuality.

What VietJet Can Learn

To address its challenges, VietJet can adopt several proven strategies:

1. Invest in Technology: Use AI-driven tools to optimize flight schedules and predict potential disruptions.
2. Enhance Communication: Provide real-time updates about delays through apps, SMS, and social media to maintain transparency.
3. Expand Fleet Size: Adding more aircraft can reduce the ripple effect of delays on subsequent flights.
4. Improve Customer Policies: Offering compensation or flexible rebooking options can rebuild customer trust.
5. Focus on Staff Morale: Training and empowering employees can improve customer service during delays.
6. Optimize Scheduling: Build buffer times into flight schedules to absorb potential disruptions without cascading delays.

Conclusion

VietJet’s low fares, extensive network, and aggressive promotions have solidified its position as Vietnam’s leading low-cost carrier. However, its reputation for frequent delays and poor communication poses significant risks to its long-term success. By addressing operational inefficiencies and prioritizing customer satisfaction, VietJet can enhance its reliability and maintain its competitive edge in the growing low-cost airline market.