As an effort to improve service quality, starting from the 1st of October 2019, Tan Son Nhat Domestic Terminal has officially stopped broadcasting flight information through speakers in the passenger terminal area in order to reduce noise pollution.

Tan Son Nhat International Terminal has ceased PA broadcasting on  a trail basis since the 1st of July 2019. Instead of broadcasting the information as before, all flight status announcements are updated via the FIDS screens located at the airport.

As of now, Tan Son Nhat is the pioneering airport in implementing the Silent Airport model domestically. This implementation is even more crucial when SGN is facing a soaring number of flights and passengers. If the notification mechanism remains the same, it will lead to a system overload and too much noise at the terminals.

Staff welcoming guests at the check-in counter next to the broadcasting stop notification panel. (Cre: TOC).

After a period of stopping PA broadcasting at Tan Son Nhat’s domestic and international terminals, passengers have gotten used to the new notification methods. They are excited that they no longer have to rush or shout when communicating over the loud-speakers. Passengers can now fully enjoy the quiet space to relax, go shopping, or enjoy a cup of coffee in the lounge. The quality of service is shown not only in their interaction with VNA staff, but passengers should also be able to enjoy a comfortable space during their private time at the airport. Only then, the flight waiting time can truly be pleasurable and relaxing,—or even an effective ‘work time.’

Over nearly three weeks since implementing Silent Airport at Tan Son Nhat Domestic Station, the number of passengers having troubles related to the stoppage of broadcasting is only a one-digit number. Most passengers have been informed about the change at the terminals. In the beginning, TOC will be flexible and waive the restriction on ticket conditions (if any) when transferring passengers to subsequent flights.

A noticeboard in eight languages ​​is placed at each check-in counter. (Cre: TOC).

Tan Son Nhat airport only maintains one broadcast regarding changes in departure gates, so the adjustment has been carefully and meticulously planned. All solutions are aimed at improving the quality of service, minimizing the denial of last-minute entry for passengers and luggage. The top priority is not to affect passengers’ schedules and ensure the D-3 work of every flight.

Specifically, TOC has furthered the application of technology by urging VIAGS to complete and implement the Verify pax system to promptly handle cases of passengers’ checked baggage stuck at the security screening area. TOC also recommended the airport to install larger and clearer FIDS screens. In addition, more notice boards have been displayed at check-in counters, lounges, and boarding gates. TOC also proactively proposed relevant units such as the Lotusmiles Center and agents to coordinate and promote communication with customers. Particularly, every staff at the airport is a messenger spreading information whenever they interact with passengers.

Advertising screens in business lounges are converted into flight information screens for VIPs and business travelers. (Cre: TOC).

As American poet Maya Angelou once said, “People will forget what you did, but people will never forget how you made them feel.” With the Silent Airport model at Tan Son Nhat International Airport, VNA continues to bring modern and comfortable experiences to its passengers. The program is also considered a special milestone on VNA’s journey to 5-star international status.

Dang Cam Nhung-TOC