On the 30th of January, the World Health Organization (WHO) declared the coronavirus epidemic a global health emergency. Accordingly, a number of airlines canceled thousands of international flights to and from mainland China. VNA was not exempt from this “tornado” of responsive actions to the threat imposed by the virus.

On the 22nd of January, VNA began to equip the crews on their flights with medical face masks and gloves. Other positions involving direct interaction with passengers have also been equipped with medical face masks and gloves for use at work.

Employees having frequent interaction with customers are equipped with face masks. (Cre: The North Branch).

On the 31st of January, the North Branch provided face masks and antiseptic handwash to frontline employees and gloves for cash collectors. In addition, all social events and travel activities for Spring 2020 of the Branch were canceled, while workshops and seminars scheduled in February were limited, postponed, or canceled. Along with that, starting from the 3rd of February, the North Branch also provided antiseptic handwash for customers coming to ticket offices, which voiced the message “Because we care!”

Right from the beginning, when information about the epidemic was first breaking, the frontline “soldiers” working in booking and ticket offices were prepared — together with VNA and their passengers — to overcome the disease situation. At the ticket offices in the cities, women wearing long, blue dresses can still be easily identified amongst a large number of passengers worrying about the illness. The stoic employees stay calm while performing their duties and are willing to help customers who need to exchange tickets or request a refund.

From the 1st of February, when the carrier decided to suspend all flights to China, Macau, Taiwan, and Hong Kong, a large number of customers frequently came to the ticket offices. The staff members had to skip their lunch breaks to help passengers who had connecting flights to the US to find alternative routes or assist in changing their itineraries for those that were transiting in countries where flights had been canceled. Despite long working hours — serving international passengers — the booking and ticketing staff still admirably completed their responsibilities fulfilled the needs of their passengers.

Antiseptic handwash is placed where customers can have easy access. (Cre: The North Branch).

In the complicated situational context of the disease, the North Branch staff remain calm, informed (from official sources), and implement measures to protect themselves and their families against the disease. With a firm resolve, all employees stand by VNA and join hands with the country to overcome this challenging period. Vietnam, let’s show our solidarity and resilience!

Tran Thi Cam Nhung-NRO