The airline was create in 1993. We understand that 2015 saw the top management discovering the art of service, and decided that communist-style service was no longer the best choice (if it ever were).
The perceived result, based upon a return long-haul flight, is quite encouraging.
A few false notes, of various natures, remain:
- the website is heavy, with a lot of things being loaded, and did not always work for check-in
- the airport boarding process, both times, was quite a shambles: not enough staff, several staff members standing around and providing no participation in the process; needless to say, machine-based check-in was not an option, and queues were endless
- on-board entertainment included a catalogue of films with subtitles wrongly indicated, international blockbusters, and a few excellent Vietnamese films; the mislabelling was not necessary
- a dish tasting just acceptable, looking like turkey and labelled as turkey was offered as 'chicken', leaving at least a passenger worrying if being taken for a fool
On a more substantial nature, the planes were quite modern and new, the staff attitude was quite professional, and the flights were on time. Based upon the reviews, we suspect that the upgrade of image and service level has been concentrated on international flights. We noticed a very modest type of communication, with little flashy advertising, modest uniforms (bland colours, simple cut, nothing fancy), and little or no show-off.