Pressure and challenges faced by front-line staff members

Having been one of VNA’ passenger service staff members for 17 years at Noi Bai Airport, Hong Ngoc is well aware of the difficulties, challenges, as well as economic losses suffered by Ngoc and her coworkers amid the outbreak of COVID-19.

With the increasingly complex development of the epidemic, the front-line staff members have to withstand not only the pressure coming from their own fears but also those from the passengers.  The decisions have been given with great speed by the Civil Aviation Authority of Vietnam, which makes it hard for airlines to keep passengers informed on a timely basis.  Besides, when news of the outbreak broke, the staff was a little nervous due to the absence of clear information and no available cure for the virus.

However, at NOC, the staff members have proactively shared detailed information on the characteristics of the novel virus from medical experts and official websites to enhance understanding and encourage people to take preventive measures to protect themselves, their families, their coworkers, and the passengers.

NOC’s staff proactively implements preventive measures to protect themselves as well as their families, coworkers, and passengers (Cre: NOC).

Speaking of difficulties encountered while serving passengers whose flights were postponed or canceled due to the outbreak, Ngoc said: “It is the obligation and responsibility of NOC’s staff members to come up with solutions.  We continue to feel elated whenever we succeed in supporting passengers in need. Just this small piece of happiness has been enough to relieve any invisible pressure.”  

Although VNA has suffered both financial losses and has had to implement adjustments in service quality due to the acute respiratory infection, Ngoc believes that the airline has taken prompt actions to ensure the health and safety of passengers and the community.  “VNA has been working hand in hand with the Government and the community to prevent and control the spread of the epidemic. We DO NOT sacrifice passengers’ safety for the sake of profits,” said Ngoc with no hesitation.

According to Ngoc and the priorities set by the leaders, SAFETY comes before anything else. SAFETY must be ensured for our beloved customers and for the invaluable assets of the Group, which happen to be its front-line staff members.

“Although the Ebola and SARS crises ended long ago, I still remember how VNA’s people – from leaders to front-line staff members – calmly overcame them. Therefore, on no account should I be doubtful about VNA’ strong recovery and its determination to go further” – this passenger service staff member firmly believes.

Nguyen Hong Ngoc – one of the “warriors” of NOC (Cre: Nguyen Hong Ngoc).

“We are well-supported, keep on shining and putting our heads in the game…”

Despite the unpredictable evolution of “Ms. Vy” (The nickname given to COVID-19), back-office staff members like us still see that the NOC’s employees do not let it affect their ability to be calm and proactive in every situation. These characteristics were demonstrated through our conversation with Hong Ngoc.  “We are living in the Fourth Industrial Revolution; we must be civilized, knowledgeable, and never flinch from any temporary setback.” This is what Ngoc and her coworkers at NOC always bear in mind to surpass any challenges posed by the outbreak.

Regarding the difficulties of serving passengers while wearing face masks and gloves, Ngoc said: “Our regular smiles may not be seen due to the masks, but I believe passengers can feel our genuine concerns through our eyes, our words, and our services from the check-in counters to the boarding gates.”  By doing so, VNA’ staff members have offered their “Service from the heart” – what they have been devoting themselves to for all these years.   Thus, Ngoc believes that passengers see no significant differences in service quality as compared to typical days.

Ngoc and her coworkers believe in VNA’ strong recovery and its determination to go further (Cre: NOC).

Difficulties have been enormous these days, but Ngoc and her coworkers have been well supported by their families. “My family has been extra attentive and caring to me. They have backed me up, and provided me with delicious and nutritious meals so I can stay healthy and work.” Ngoc and her coworkers often playfully joke: “We are well-supported, let’s keep on shining and putting our heads in the game. Let’s join hands and help each other out during this difficult time for the Group.”

Difficulties have been enormous these days, but Ngoc and her coworkers have been well supported by their families (Cre: NOC).

On her love for the job and the passengers, Ngoc shared an unforgettable memory from a national Reunification Day (April 30th). On her shift, there was an abnormal weather condition occurring. Thanks to the smooth cooperation between the Headquarters, NOC, and VIAGS of NBA, VNA’ flights were safely operated while maintaining a high-level of quality.  After that – as a representative of VNA at Noi Bai Airport – Ngoc wrote a thank-you letter to the staff members of VIAGS to show appreciation for their effective implementation of NOC’s guidance and the Headquarter’s policies and decisions. “By reading this letter, I believe you will gain some understanding of the difficulties that front-line staff members have to face and deal with.”

Nguyen Mai Huong-COMM