Quality as the ultimate goal
According to the assessment of the International Airport Council (ACI), Vietnam is the fastest-growing market in the world in terms of passengers, with over 50 million passengers projected in the 2016-2040 period. The International Air Transport Association (IATA) also forecasts that Vietnam is the fifth fastest-growing aviation market in the world, reaching a total of 150 million passengers by 2035.
However, the increase in the number of flights and passenger volume also means raising pressure for improving infrastructure and service quality to ensure day-to-day operations.
Douglas Kidd, CEO of the National Association of Airline Passengers, was unhappy with the profit-driven practices pursued by many of the airlines. He said: “Unfortunately, firms seem to place the number of customers on the priority instead of comfort.”
Staying away from such a trend, VNA has always turned to the motto of “Everything for customer satisfaction” as a guideline for action. For each one of VNA’s members, every service or detail – no matter how minor – is meticulously cared for to bring the best comfort to passengers.
VIAGS has started to use vacuum cleaners for all carpets in front of CVIP check-in counters. (Cre: VIAGS).
Recently, VIAGS has officially began using vacuum cleaners for all of VNA carpets placed in front of CVIP counters at the terminals of Noi Bai and Tan Son Nhat International Airports. The clean, dust-free carpets will certainly be a plus for passengers not only during the check-in process but also their entire journey with VNA.
Specific and passenger-oriented process
The use of vacuum cleaners certainly makes cleaning work faster and more professional. Domestic Customer Service and International Customer Service Units directly manage and are in charge of this task.
Specifically, at Noi Bai Airport, VNA has allocated six carpets in the area from counters B17 – B32 at Terminal T1 and another six in the area from counters H02 – H10 at Terminal T2. During the shift, SUP is responsible for checking the quality of carpet cleaning every 60 minutes, as well as assigning a carpet cleaning staff depending on the actual service situation.
Carpet cleaning will be done every 60 minutes. (Cre: VIAGS).
At Tan Son Nhat Airport, counter staff will utilize the off-peak hours (9-10 am) and evening (7 pm) to perform vacuuming and carpet cleaning. CVIP counter staff who are responsible for cleaning carpets are asked to pay attention to posture and agility during the cleaning process to avoid any inconvenience for passengers or the overall serving process.
After the end of the daily shift, supervisors will perform hand-over and report to the personnel arranging shifts. Specifically, members will check the availability for operation of the machinery to prepare for the next day.
Every small action of VIAGS aims to bring comfort and perfect service to passengers. (Cre: VIAGS).
The rules that have been and will be applied by VNA are aimed at bringing comfort and a perfect experience to passengers. VNA is always meticulous about the smallest of details that are easily overlooked yet essential for the journey towards 5-star service quality.
Nguyen Mai Huong-COMM
