In particular, implementing the direction of Vice Executive President of Service as per Skytrax’s recommendation, on September 18, the Safety and Quality Assurance Department and relevant units consulted IATA, then discussed and agreed upon adjustments of notification procedures and content during weather-related turbulence.
Accordingly, VNA will carry out a few adjustments in how notifications on turbulence are broadcasted. For light turbulence, flight attendants will only read the announcement once. For sequential light turbulence (when the fasten seatbelt sign is already on), flight attendants will check and remind passengers to keep their seatbelts fastened.
Assessing the effectiveness of this new solution, the Cabin Crew Division considered it a positive proposal to improve passenger service quality. However, stopping turbulence notification broadcasts is regulated by standards of IOSA (IATA Operational Safety Audit) and safety regulations and policies of the Group. Therefore, units of the Group had cooperated, examined, discussed, and researched to come up with the most appropriate solutions.
After reaching an agreement, specialized departments reviewed and adjusted broadcast content and procedure as well as handed out FOM, CCOM, and SOP documents. At the same time, the Flight Crew Division, Cabin Crew Division, and Flight Training Center quickly notified, updated their training curriculum, and began training for all pilots and flight attendants on the new procedures.
With this change, it’s believed that passengers can relax, rest, or savor a cup of coffee and 4-star dishes in a peaceful atmosphere while aboard their flight.
Service quality is expressed not only through the interactions between VNA’ flight attendants and passengers but also from a comfortable and private space that each passenger is provided on his/her journey with Vietnam’s flag carrier. Thanks to this change, the time spent on their flights can truly be an enjoyable, relaxing, and even productive one for passengers.
Reaching further – following the example of several global 5-star airlines – VNA is continuously making improvements and reviewing customers’ recommendations in order to perfect its service quality and ensure customers’ safety from even the smallest of details.
Nguyen Mai Huong-COMM
