【投诉】越南航空公司网上预订乱扣款

chinajoy

    本人于8月2日中午在越南航空公司官网预订成都=河内的机票，在最终的付款界面，发现VISA的3D验证显示的个人信息与之前开通此服务时设置的不一致，故放弃交易，未输入支付密码，点击了取消按钮，结果没一会，收到了信用卡的扣款短信通知（境外支付），并且金额与之前预订机票的金额不符，同时收到了越南航空公司发送的预订成功的电子邮件，点击邮件里面，预订成功的价格与之前准备预订的票价涨了3倍多，电话与成都办事处的同事确认，已经支付成功，其他方面只有让我写英文邮件到越南总部求助，邮件发出后，越南航空称一切正常，无法同意我的退换票款的要求。

    比较幸运的是，整个过程我有截屏，因为之前遇到过支付不成功的情况，故收集此信息可用提供给航空公司供查询和分析。我发送的邮件中也附上了全部截图，结果还是不认账。请大家看看我是否还有什么途径可以申诉，感谢大家。

    附上之前交流的邮件，部分人员信息和预订编号已经省去。

Dear Sir/Madam,

We regret to inform you that we can not refund without fee for you. We have checked your booking, there is nor warning about 3D Secure Service
Please confirm fee 30USD/each ticket and provide us 4 digits on your credit card to refund.

Best Regards,

Thanh Hue Ms.

On 2 August 2013 17:35, Chinajoy <lj_love_lc@163.com> wrote:

- 隐藏引用文字 -

Hi:

    I don't accept the cancellation  fee.Because of the following 2 reasons:

    1.I found the person message of 3D Secure Service was incorrect,so i  did't entry my password,just  cancel the payment,but my credit card had produced Deduction.It's not safe,there maybe some bugs in the online payment system.What the FAQ is described just like a joke.

    Are online transactions/payments safe?Vietnam Airlines website participates in Verified by Visa,MasterCard® SecureCode™,J/Secure™, security feature – the extra layer of security for protecting your online transaction and SMS OTP, EMV OTP for Vietnam Local Card.

In addition, our online booking facility utilizes the SSL (Secure Sockets Layer) technology – an industry-standard method for protecting web communications. Data is encrypted (turned into code) before transmission to prevent it from being intercepted.

    2.The final payment of the amount is different form the actual queryed fare,this is another reason i cancel the payment.

        Online booking process: search - flight - passengers - payment (the last step:added protectionfare - 3D Secure Service,the fee changed.It's crazy!!!)

        I have the screen shot of the whole process.I think it's useful for you to check where is the promble.

       I hope your team can find the truth as soon as possible.And i want my money back.
       Also hope that the website can improve, to ensure the safety of online booking.

Best Regards,

At 2013-08-02 16:23:56,"Vietnam Airlines Refund online" <refund-online@vietnamairlines.com> wrote:

Dear Sir/Madam,
We would like to inform you that your transaction is successful on our system. We do not have any messages about your 3D secure.
Your bank issued approval code for this transaction so we issued ticket already.
In this case if you want to refund these ticket you must pay cancellation fee. The applied fee for each ticket is 30USD.
Please confirm if you accept the fee and provide us 4 digits on your credit card.
Best Regards,
Ha Thanh Ms

On 2 August 2013 14:10, Chinajoy <lj_love_lc@163.com> wrote:

Dear:

       When i get ready to pay,i find the person message of 3D Secure Service was incorrect.

       So i cancel the payment,whithout entering the password,but my credit card is still deduct money,also receive the mail of reseration.

       please check what happened,and when my money back.

       I hope someone can help me to solve this problem as soon as possible.

       Thank you very much.

At 2013-08-02 14:05:39,"Vietnam Airlines" <no-reply@vietnamairlines.com> wrote:

Click here to review and print your most updated itinerary.

Reservation code: XXXXXX

Passenger(s):	Ticket(s) #:	Seat(s):
Mr XXXXX	XXXXXXXXXXX	N/A, N/A
Ms XXXXX	XXXXXXXXXXX	N/A, N/A

Date From To Flight Status

13 Sep 2013 CHENGDU, CHINA 16:15 TERMINAL 1 HANOI, VIETNAM 17:25 VN 553 Confirmed Economy 22 Sep 2013 HANOI, VIETNAM 12:10 CHENGDU, CHINA 15:15 TERMINAL 1 VN 552 Confirmed Economy

lanxiaodj

怎么和我之前的预订界面不一样？你是在官网上订的么？还有你确定是你点了取消？有时候页面的取消和确认按钮设计有点tricky，不小心点错也有可能

我的小马甲

跟银行联系试试。

moris87

之前在越航官网订票，200多刀，整个过程没有一点问题。后来因为自己改日期了，要退票，正好定的一个航班时间更改了，就直接退了，只扣除了5万盾的手续费，从申请退款到信用卡到账，也就几天。所以我对越航还蛮认可的。

羽衣飞舞

我前天也查到了1329/人的往返票价。但是无法确定能否在那个时间出行。还没订票。

墨朵

这月底的越南之行，全程四飞越航，全部官网订票，信用卡扣款没有任何问题，感觉越航蛮正规的……

宝宝盛

越南航空不是有中文界面吗？

人心果

不知道原因。。。

chinajoy

最新进展：已经同意无条件退款了，应该是在多语言切换的时候会出现BUG票，但是无法付款成功，就向6楼的TX说的一样。