Vietnam Airlines

Please reconsider if you want to travel with Vietnam airline. I understand flights get delayed and cancelled from time to time but the communication and how their staff treat the passengers are disgusting. My mother who has heart condition was due to flight with them at 10.35am on 4th of July at Melbourne airport. She was told the flight got delayed for 1hr, then after 1hr passed, they told her it was now another 40 mins. Then after 40 mins, they told everyone the flight actually got delayed for another 45 mins and told everyone to get a lunch

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voucher to go and get lunch. After 1pm everyone comes back from lunch, they said everyone needs to go to collect their checked in luggage then head to another gate for more information. Everyone then had to line up waiting for them to advise what to do or where to go, the time was after 3pm and people were still waiting. They then told every to go home and wait for further information. There was no clear communication or course of action or usefully advise or understanding toward the frustration and long hours waiting at airport for the passengers and for my mum. Whenever she asked them what was happening they responded rudely telling her to speak to the captain in charge of the flight (I couldn’t believe the behaviour of their staff) when the passengers demanded to be rested at a hotel as most of them had been at the airport since 7am awaiting check in, not to mention a lot of the passengers were flying in from interstate to get onto this flight in Melbourne. Vietnam airline staff advised that there weren’t enough hotel rooms to put everyone in, they only found 30 rooms and they told ppl who were from Melbourne to just go home without any support of getting any sort of transportation. Vietnam airline didn’t consider that a lot of their passengers were in Melbourne as visitors and did not have a home based in Melbourne. After so much anger from all passengers, their staff now came back saying they could find everyone rooms at different hotel, the time was around 5pm for them to be able to make this decision. After giving passengers their hotel address, staff said there would be taxis taking the passengers to their hotels while waiting for the new time flight which was 7.30am on 6 July at Melbourne airport. Came to no surprise, there was no taxis or any transportation taking the passengers to their hotels. The passengers had to arrange their own taxis to the hotels. Vietnam airline then said they will send transportation to pick up the passengers on 6 July in the morning to go back to the airport. AGAIN, NO TRANSPORTATION WAS ARRANGED FOR THE PASSENGERS. My mum had to get her own taxis back to the airport and when she got there today 6 July, she was told yet again the flight is delayed without clear reasons. They made her waited wand waited.
I am writing this review while my mother is waiting at the airport still and it is now 7.13am. They are still not telling people what is happening.
Please do not travel with them and save yourself the headache.
We will be making a formal complaint with aviation authority and consumer affair.