Vietjet Aviation Joint Stock Company, Known As Vietjet

Vietjet Aviation Joint Stock Company, known as Vietjet Air, belongs to a biggest private and LCC low-cost carrier in Vietnam. Over the years its operation it has quickly won passengers’ hearts to become the most favourite airline in Vietnam and in the region (Routesonline, 2017). Vietjet was also voted as â€Å"Vietnam’s Most Favourite Airline† by The Vietnam’s Economic Times and the â€Å"Best Asian Low Cost Carrier† at the TTG Travel Awards 2015, and for 5 years of taking off and serving the customers, Vietjet has been honoured with 32 domestic awards and 9 significant international awards (Vietjetair, 2017). In February 2017, Vietjet received full membership from the International Air Transportation Association (IATA), affirming the new-age†¦show more content†¦The agency noted that the delays set off a number of quarrels between customers and low-cost carriers for failing to provide satisfactory explanations or solutions. At other times, the website reported, the carriers didn t make staff available to answer questions. The carriers were accused of being poor problem solvers, as they usually informed passengers of the delays or cancellation at the last possible minute, and repeatedly changed flight times. Many passengers complained to local media about a tendency for local airlines to only inform passengers of cancellations a couple hours before the scheduled departure time or after they have waited a couple hours at the airport. When the carriers sent text messages to passengers about the delays, they did not apologize and failed to provide an explanation or compensation for the inconvenience. Worse still, many passengers at the airport were not provided with food while waiting for their flights to be resumed. Lack of proper punishments seems to be a problem in the country s aviation industry, which has seen sharp increases in the rates of delays and cancellations recently. Service failure Service failure and recovery play important roles in determining service quality and customer satisfaction (Smith Bolton, 1998). It has also been suggested that