On September 27, the Operation and Service Workshop was organized by the Northern Branch as part of its plan of “service upgrade for revenue growth.” It was attended by four local airport administrations (Vinh, Tho Xuan, Cat Bi, and Van Don), the Corporation’s functions (e.g., OCC, Customer Services, Quality/Safety, and NOC), as well as Northern Branch-based operation and service personnel.

“The past journey has demonstrated VNA’s ceaseless efforts. Adapting to the ever-changing world, VNA has made significant changes to its organizational structure and policies and adopted new technologies and solutions to enhance service quality. As such, it has been certified by Skytrax as a four-star airline for the fourth year in a row and has remained one of the top performers in terms of flight safety and OTP,” said Director Nguyen Van Thinh of the Northern Branch in his opening remarks.

“The Northern Branch plays a significant role in the overall achievement of VNA, backed by local airport administrations and operators (Vinh, Cat Bi, Van Don, and Tho Xuan), as well as the Corporation’s functions (Services, Quality/ Safety, OCC, NOC, DOC, NCTS, etc.)”.

Director Nguyen Van Thinh of the Northern Branch delivered his opening remarks. (Cre: VNA’s Northern Branch).

Embodying the motto “Changing with the World,” the workshop not only reviewed the service quality of four airports managed by the Northern Branch but also introduced the latest orientations on service quality of VNA. Trinh Anh Thang, Deputy Head of Passenger Services, presented an overview of VNA’s service quality in 2019 via 59 slides full of figures and visual aids. He also wholeheartedly conveyed VNA’s service quality orientations and action plans in the 2020-2021 period.

Deputy Director Nguyen Duc Hanh of the Northern Branch provided leaders of Vinh, Cat Bi, Van Don, and Tho Xuan airports a figure-based analysis on how the service quality of their respective airports was stacking up among 14 Group 4 (G4) airports. Experienced in and dedicated to services and operation, Mrs. Hanh recommended the Aviation Service Department to remove certain uncontrollable factors from the set of criteria used to evaluate the service quality of local airports.

Deputy Director Nguyen Duc Hanh of the Northern Branch spoke at the Workshop. (Cre: VNA’s Northern Branch).

Speaking at the workshop, representatives of Vinh, Cat Bi, Van Don, and Tho Xuan airports appreciated how much they had learned from the way VNA worked and its professionalism, and reaffirmed their consistent support of the national flag carrier. The leaders of the four airports also hoped that VNA would pay attention to service staff training, thereby making a difference in its quality and profile.

The participants spoke their minds at the workshop.(Cre: VNA’s Northern Branch).

The message of “Customer service shouldn’t be just one department. It should be the entire company” (Tony Hsieh – Zappos) was highlighted by Director Nguyen Van Thinh at the end of the workshop. He thought highly of the takeaways from this workshop because the participants had spoken their minds and shared the same understanding of customer service. Both the airports and the airline were committed to bettering their image because “people will forget what you did, but people will never forget how you made them feel.” (Maya Angelou – American Poet).

The leaders shared the same understanding of customer service.(Cre: VNA’s Northern Branch).

Fully engaged in the workshop, representatives of Vinh, Cat Bi, Van Don, and Tho Xuan airport administrations and the Corporation’s functions highly appreciated the fact that the Northern Branch had consistently organized the Service and Operation Workshop for so many years past and hoped that it would continue to do so.

Nguyen Mai Huong-COMM