In her letter to VNA, passenger N.L.A expressed her gratitude to the VNA representative and Noi Bai-based VIAGS staff for providing her with timely and thorough support.
On September 24, L.A found out that her passport information failed to comply with the law of Taiwan when she was checking in for the VN576 flight from Hanoi to Taipei at Counter H. She applied for a visa to Taiwan using her then-valid passport, which she had also successfully applied for a visa to the US with. However, it had expired before her check-in while the new passport she used for her trip to Taiwan had not been declared. The reason for her non-compliance was that passport requirements were not included in the section of visa policies posted on the website of the Taipei Economic and Cultural Office in Vietnam.
Ms. Nguyen Thi Thuy Duong and Mr. Vo Van Binh, who made invaluable contributions to VNA’s branding by doing their utmost for their passengers. (Cre: VIAGS).
Her case was promptly reported to the VNA Office based at Noi Bai Airport by the leader of the check-in team. “My personal documents were promptly forwarded and sent to a VNA representative in Taoyuan Airport, Taipei, for discussion with the Taiwan Immigration Agency. My entry was then quickly approved by the Taiwan Immigration Agency, so I managed to check-in for my flight in time. In a hurry, I was only able to thank and say goodbye to the two check-in male staffers and wave goodbye to the leader of the check-in team at the security check but failed to register their names, which were stated on their name tags. Had it not been for their support, I would have had to delay or even cancel my flight due to my passport issue, which would have consequently put me in an awkward position with my Taiwanese business partner,” L.A said in her letter to VNA.
On another trip with VNA, L.A was once again blown away by the service quality delivered by the national carrier. “On October 4, 2019, after our vacation in Danang, my family and I flew back to Hanoi on the VN169 flight. The flight landed at Noi Bai Airport at about 12:00 pm as planned. Having claimed my baggage and having left for home for about 15 minutes, I was contacted by ground staff because I left my wallet on the aircraft. I doublechecked my handbag and found out that I had indeed lost my wallet, which contained all of my personal documents and payment cards. Looking back, I realized it might have fallen out of my improperly zipped handbag during takeoff or landing.”
Late afternoon, L.A returned to the airport with copies of her personal documents and her boarding pass, and she was handed her property at the lost and found counter of the domestic terminal. “I know that Ms. Thuy Chi and Mr. Van Binh, two ground staffers, found my lost wallet and tried to contact me as soon as possible from the lost and found counter. I could tell how much they cared about their passengers with their high sense of responsibility, professional ethics, and empathy from the call I received to the quick procedure I underwent to take my wallet back. They truly understood how much trouble I would go through if I lost my personal documents and other belongings.”
Her letter ended with how she wanted to let the VNA staff know how excellent the service they were providing was and how tremendous they are. “In this email, I would like to once again thank VNA representatives in Noi Bai and Taipei, VIAGS staff whose names I failed to remember, Ms. Thuy Chi and Mr. Van Binh. Their dedication has made invaluable contributions to VNA’s brand,” she wrote.
