“During 16 years working for VNA, I have both fond and unpleasant memories. Farewells, flights coming and going carrying with them memories which still move me to tears whenever I think of them. Perhaps those memories will follow me for good.”
Huong was just 23 years old when she first became a member of VNA Da Lat Branch, the youngest staff member at the time. As Huong shared, all staff of the Da Lat Branch were male, so they really pampered, and instructed thoroughly every skill, command, and regulation to her and another female apprentice. I learned to be diligent from Mr. Nguyen, to be strong, determined, and serious from Mr. Nguyen Chanh Duy and to be gentle, thoughtful, and sympathetic from Mr. Nguyen Ngoc Duoc, now the Head of the Branch.
“No specific individual guided me; all of my instructors have played a part in making me who I now am.”
Huong had joined the industry back in the days when VNA had very few flights. Aircraft for short routes linking Ho Chi Minh City and Da Lat were only conducted by ATR72 or F70, while planes for flights connecting Da Lat and Ha Noi was operated by F70, or on ATR72s in cases when the F70s had technical issues. Regarding longer routes, the A321 was the most modern to be used. Seeing that the airline is now adding many advanced members like the Boeing 787 and the Airbus A350 to its fleet as well as developing 4-star services, she’s really proud of being a part of it all. She told herself to make a constant effort and to contribute to the best of her abilities to the growth of the National Flag Carrier.
Working in the service industry means pleasing everyone; therefore, all staff of VNA in general and Huong specifically, have put in a great deal of effort to complete their work well. According to her, “enthusiasm” has significantly contributed to that success.
“We devotedly work, enthusiastically accomplish our mission, and sometimes even shed tears. Enthusiasm in work is a quality that every enterprise seeks.”
Huong’s typical working day starts at 5:00 AM. She only has 30 minutes to prepare a new day for her family and children before leaving home at 5:30 AM to be present at the airport at 6:00. If lucky, she can have breakfast at 9:00 AM, but if there’s a delayed flight, her first meal of the day will be lunch. Her primary duties include arranging staff into respective positions, processing documents, monitoring, responding to customers, monitoring passengers, and baggage, cargo, and apron services.
At present, due to the lack of staff, Huong and her colleagues in the monitoring division have to work in many positions. As a Station Manager who also directly deals with matters – whenever there are arising problems related to urgent reports to Departments – she has to work until midnight in order to be on schedule.
“In the last summer peak season, due to the lack of employees to work on shifts, we were required to work continuously from 6:00 AM to 9:30 PM. We only finally left the airport at 10:00 PM.”
The competition between airlines is increasingly fierce, with each airline offering varied products with attractive price points. Acknowledging that VNA is a 4-star national airline, the Da Lat Branch has many policies to increase sales productivity and align it with service quality to encourage customers to choose VNA over competitors. Besides, sales staff carefully research the market, contact local tourism companies to offer them the best options for prices, baggage policies, and other promotional programs.
For governmental agencies at the localities, the Da Lat Branch frequently sends congratulatory letters on special occasions to show its consideration. The Branch also sends gifts, flowers, cards, and special offers to its agencies so they can deliver VNA’ products to their customers.
As a member representing the 4-star airline, which is now aiming for 5 star standards, Huong told herself to be professional and organized in both attitude and work.
“Customers satisfaction from arrival to departure” is my motto and also that of all the staff at the Da Lat Branch.
Nguyen Mai Huong-COMM
