Flying in the age of technology

From January 1-12, traditional check-in counters at airports will no longer serve the general public, with priority given to passengers checking in luggage and special guests.

Passengers go through the security check gate using face ID (facial recognition) at terminal T3 of Tan Son Nhat airport on the morning of December 1 - Photo: TTD

All remaining passengers must take control of the entire journey from check-in, security check to boarding via VNeID or kiosk at the airport.

The new procedures applied by Vietnam Airlines and Vietjet follow Prime Minister Pham Minh Chinh's Directive No. 24 dated September 13 on promoting the deployment of technological solutions to serve people and businesses associated with population data, identification and electronic authentication.

Graphics: TUAN ANH

The early days of struggling with biometrics

In fact, Tuoi Tre's observations at Terminal T3 of Tan Son Nhat Airport (HCMC) showed that the atmosphere in the first days of implementation was both that of a "digitalized" airport and the bewilderment of many people experiencing it for the first time.

Besides passengers who are used to using VNeID to complete procedures in just a few seconds, there are still many people who are confused and return to relying on traditional counters when encountering problems.

At the Vietnam Airlines check-in area, ground staff continuously step out of the counter holding signs, showing seats, and even holding phones to help passengers perform each step of biometric check-in right at the counter and then move to the screening area. However, there are many cases where the facial recognition machine does not match the face, rotates for a few seconds and then reports an error, forcing passengers to try again from the beginning.

Vietnam Airlines said the cause could be that the photo on the ID card is different from the current one, the customer has had cosmetic surgery, lost or gained too much weight, or the identification data is not synchronized.

"In the early stages, customers who do not check in their luggage will still be supported with biometric authentication at the counter. Later, when everything is stable, they will do it online and will no longer need to go to the counter like before," an employee explained.

In the security screening area, previously considered a "bottleneck", new technology also reveals both strengths and weaknesses.

Mr. An, flying from Ho Chi Minh City to Da Nang , struggled in front of the biometric machine for more than 5 minutes just to get through an automatic security gate. Even though he had checked in via VNeID before, when he got to the gate, he still had to change 3-4 machines, standing near then standing far, moving back and forth to get his face in the right frame of the machine.

"Some days it goes very fast, just a few seconds. Today, every 5 seconds the machine spins around and reports an error, I have to do it again. I tried many machines to get through. Strangely, the person behind me scanned and went right through the machine where I had the error. It seems like the system is not synchronized or the data of each customer does not match," said Mr. An.

According to records, Tan Son Nhat Airport has installed nearly 15 identification machines at both the security area and the Vietnam Airlines counter. Passengers familiar with the technology and quick operations can go through smoothly. Meanwhile, some people cannot complete the process due to mismatched information and have to return to the traditional queue.

A female passenger (left) walks through the security check gate using Face ID (facial recognition), while other passengers are still struggling in front of this automatic check gate for a long time (photo taken at Terminal T3 of Tan Son Nhat airport on the morning of December 1) - Photo: TTD

Passengers passing through automatic checkpoints increase

Airlines said they have prepared many layers of solutions to be ready for the 1-12 milestone when "paperless flights" become mainstream.

Mr. Dang Anh Tuan, Deputy General Director of Vietnam Airlines, affirmed that the airline has established a multi-channel support system from check-in counters, website, social networks to hotline, and has also released detailed instructions on how to register for VNeID level 2, link tickets and use biometrics.

According to Mr. Tuan, the pilot results show that the system fully meets security and safety standards and is completely suitable for widespread deployment at all domestic airports.

Vietjet also informed that the airline has prepared equipment and personnel to guide passengers to check in via VNeID to reduce the workload at the counter. Vietjet has not yet applied this method at Tan Son Nhat Terminal 1 due to the lack of automatic doors, while other airlines still maintain the traditional process.

Currently, only Vietnam Airlines and Vietjet allow online check-in via VNeID. Other airlines such as Bamboo Airways, Vietravel Airlines, and Sun PhuQuoc Airways have not yet implemented check-in via VNeID.

Speaking to Tuoi Tre , Ms. Pham Thuy Trang, Director of Can Tho International Airport, said that since August 1, the airport has completed the infrastructure deployment and put the ACV-ID and VNeID biometric systems into operation, operating stably and ready for the December 1 milestone.

Ms. Trang said that since August, the rate of passengers using VNeID has only reached about 2%, but the rate of passengers eligible for biometric collection is almost absolute and the rate of passing through special automatic checkpoints at security gates has always remained high.

The implementation of biometrics in Can Tho has brought about clear results: reducing waiting time, increasing clearance speed, improving recognition accuracy and being highly appreciated by passengers for its modernity and convenience, thereby contributing to improving service quality and image of the airport.

Vietnam Airports Corporation (ACV) reported that biometric information for check-in procedures via VNeID at airports has recorded positive growth, clearly reflecting changes in passenger habits and the effectiveness of the new infrastructure.

At security checkpoints, the strong growth shows that passengers are getting used to facial recognition during screening, helping to shorten the time and reduce congestion. ACV said it will continue to expand infrastructure and step up passenger guidance.

ACV assesses that passengers have begun to form the habit of using biometrics at "touchpoints" of the flight journey, with an increasing trend at check-in counters, security gates and departure gates.

On the morning of December 1, after changing the facial recognition box for the second time, the passenger (left) passed through the security check gate and waved goodbye to her relatives. The remaining female passenger (back turned) tried Face ID several times without success and had to go through the regular check-in line at Terminal T3 of Tan Son Nhat Airport - Photo: TTD

Customer wants 1 app

ACV admitted that there have been some slow or mismatched errors at automatic security gates recently due to two main reasons: problems with the ACV biometric system and slow data return by airlines.

ACV is working with manufacturers to fix and maintain a 24/7 technical hotline and error reporting group to monitor, analyze the cause and handle it immediately.

Many opinions say that for this digital advancement to be truly convenient and consistent for people, the problem does not lie in just a few recognition machines or a new application on the phone.

Many opinions suggest that the Ministry of Public Security and the Ministry of Construction, along with related sectors, need to coordinate to integrate all flight operations from ticket purchase, check-in, security check to boarding into a single platform called VNeID, instead of forcing passengers to download additional applications of each airline, log in and log out continuously.

Currently, the process, although modern, is still fragmented. For example, buying tickets can be done on the airline's website or through an agent, but at the airport, you have to download the airline's app to check in, while VNeID is already a national identification application, integrating many types of personal documents.

Therefore, there is a need for a unified platform that can help passengers go from gate to gate with just one facial scan, without having to go through any other procedures.

Many passengers surveyed shared a common expectation of being willing to experience new technology if it helps reduce operations, save time, and reduce the need to "struggle" with many different apps and passwords.

Reduce waiting time, increase accuracy

Airlines say the new process reduces waiting times, increases accuracy, and eliminates the risk of forgetting paperwork, which can cause many passengers to miss their flights. For passengers with checked baggage, the journey is also shortened to just stopping at the counter to check in their baggage, then entering the automatic flow as usual.

Vietnam Airlines said it will arrange support staff at the airport during this period, from ground staff to technical support teams, to avoid passengers having to delay their flights due to minor technology-related problems.

Passengers will not need to remove shoes or belts.

Airline staff instruct passengers to take facial photos at the check-in counter at Terminal T3 of Tan Son Nhat Airport on the morning of December 1 - Photo: TTD

Mr. Pham Quang Hieu, Deputy Head of the ACV Environmental Technology Department, said that ACV is applying more technology in procedures, security checks and boarding. Notably, the new generation of screening equipment helps passengers not to have to remove shoes, belts or remove electronic devices from their carry-on luggage.

This technology will be applied earliest at Long Thanh international airport, expected to be tested from December 19.

According to Mr. Hieu, the old scanners have low resolution, making it difficult to detect complex objects; the magnetic gate also cannot detect non-metallic objects in rubber shoe soles, resulting in the process of removing shoes and arranging trays taking 3-4 minutes per customer, equivalent to 7 million hours of wasted labor each year.

The US removed the shoe removal rule three months ago, and many experts have suggested that Vietnam should do the same to reduce pressure at security gates. ACV sees smart screening as an important step in completing the "paperless airport" model.

Regarding Long Thanh, Mr. Hieu said that ACV aims to build a smart green airport, optimize operations, reduce carbon emissions, aim for Net Zero standards and be competitive with major transit hubs such as Changi or Suvarnabhumi.

Aviation experts consider the application of VNeID an important step. This helps the Vietnamese aviation industry move closer to the "digital airport" model.

Associate Professor Dr. Nguyen Thien Tong, former Head of the Department of Aeronautical Engineering at Ho Chi Minh City University of Technology, said that standardizing identification data will shorten the time for document checking. This reduces pressure on check-in counters and security forces.

He said, "During rush hour, just reducing the time it takes for each passenger by a few dozen seconds will help the flow of passengers pass more quickly, reducing congestion." Experts also emphasized that the transition process needs to be communicated early.

Guidance is needed from the moment passengers book tickets. As the number of VNeID users increases rapidly, the technology infrastructure must be strong enough to avoid disruptions. At the same time, there must be a backup plan so that passengers do not miss their flights if the application has errors or loses connection.

What do passengers need to prepare?

For a smooth flight, passengers should proactively register for VNeID level 2 and complete the facial authentication step before going to the airport.

Although the new process makes travel faster, passengers should still carry ID or valid documents as a backup in case the system malfunctions or the app "freezes" and spins around.

Passengers should also pay attention to documents for the elderly and children before the flight, to avoid confusion when unable to access the app. In addition, they need to familiarize themselves with online check-in on the VNeID application, go to "Airline Services", select the airline and authenticate according to the instructions.

Passengers should also arrive at the airport earlier than usual, pay attention to signs or ask staff for assistance to follow the automatic lane, to avoid last-minute confusion.

According to the instructions of airline staff, passengers should also download the Vietnam Airlines or Vietjet application to synchronize data between VNeID and the airline system faster.

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Source: https://tuoitre.vn/bay-thoi-cong-nghe-20251202083654449.htm