Customer care extends beyond delivering committed services and is shown in immeasurable perceptual values. For VNA members, every flight carries great lessons about the value of life in which customer satisfaction is a rewarding gift in and of itself.

On September 20th, NOC was informed a passenger named YE LYNN NYUNT (of Myanmar nationality on the itinerary VN956 / VN416 RGN-HAN-ICN) suffered from a heart attack, accompanied with shortness of breath, chest tightness, nausea, and abdominal distention as the plane was preparing to land at Noi Bai Airport. Immediately, NOC representatives were present to cooperate with Noi Bai Airport medical team to conduct first aid and medical care for the passenger.

For VNA members, every flight carries great lessons about the value of life in which passenger satisfaction is a rewarding gift. (Cre: VNA PR).

It is reported that the passenger was on a flight to South Korea for business. Because he could not speak English, VNA members had to ask a Myanmar passenger to help with translation. Medical test results showed that the guest was not fit to fly, so the doctor asked to bring the passenger to the hospital for a more comprehensive diagnosis. NOC representatives continued to accompany the customer to Hanoi Heart Hospital.

As stated by regulations, the airline is responsible only for the ambulance fee; however, the passenger did not have money to pay for hospital fees, so staff member Do Huy Hoang, actively petitioned management to support the guest in the fastest way possible.

After the passenger recovered, the NOC representative took the guest to the hotel to rest so that he could continue with his flight to South Korea the next day. Although the passenger could only communicate in his local language, he still showed great appreciation and gratitude to VNA members for their enthusiastic and thoughtful care.

The recognition of passengers brings added motivation for VNA members to improve the quality of service and better meet the needs of their customers, always aiming towards 5-star quality service.

Nguyen Mai Huong-COMM