This information caused a stir in public opinion, not only because of the extremely low ranking - Tan Son Nhat ranked 248/250, Noi Bai ranked 242, but also because it was completely opposite to the reform spirit that was being promoted: the administrative apparatus was closer to the people, serving the people better, bringing the country into a new stage of development.
According to AirHelp, the rankings are calculated based on three main criteria: punctuality (60%), customer service quality (20%), and dining and shopping experience (20%). Although it cannot be affirmed that this result completely reflects all aspects objectively, it must be admitted that there are still obvious “bottlenecks” in the passenger experience, from flight delays, cumbersome procedures, to services that do not match expectations.
We have experienced this ourselves. Not long ago, on June 15, we flew from Bangkok to Ho Chi Minh City on flight VN606. The plane was delayed and landed at Tan Son Nhat at nearly 9 p.m. The immigration area was crowded, both manual and automatic counters were full. I switched to the automatic immigration area, but it took me nearly 10 minutes to realize: if my passport does not have a chip, I have to queue in a separate lane, register at the automatic machine, and then complete the immigration procedures. I thought it would be faster, but unexpectedly, in this area, I had to wait in a long line for a single machine; in many cases, I had to do it over and over again, and if I did it many times and it was not successful, then the security staff would help me complete it.
After completing the registration, I had to go back to the beginning of the queue, behind who knows how many people. Everyone moved little by little. When I got close to the customs gate, I found out the reason why. That is, there were passengers who scanned their passports or scanned their plane tickets but the system did not recognize them, the gate did not open automatically. I kept doing this over and over again, until I was helpless and then the staff came to assist. As a result, the flight time was only about 1 hour and 30 minutes, but the immigration procedure took nearly 2 hours, and it was almost 11 pm when I left the airport - an unnecessary tiring experience.
Less than a week later, my family returned to Ho Chi Minh City from Melbourne (Australia) on flight JQ63, landing at 3:40 p.m., but did not leave the airport until 5:35 p.m., meaning they spent nearly 2 hours wandering around the airport just to complete immigration procedures. This situation cannot be considered an isolated incident and is even more unacceptable in a country that is striving to modernize its infrastructure, comprehensively reform its administration, accelerate development, and promote international integration.
The question here is, why do we let immigration procedures take so long? Last year when I traveled to Korea, I was very impressed at Incheon airport when the staff worked flexibly and dedicatedly to guide passengers through the procedures as quickly as possible.
Therefore, it is not difficult to understand why Tan Son Nhat's shortcomings - from complicated immigration procedures, flight delays to expensive food services and lack of amenities - have caused the airport to lose serious points in the eyes of both international and domestic passengers. The ranking results, although sad, are a wake-up call, an opportunity for the aviation industry to look back and comprehensively reform.
It must be affirmed that our country does not hesitate to invest in the aviation industry, especially Noi Bai and Tan Son Nhat airports, because these are national gateways. Thus, the problem is not the lack of investment capital, but the implementation and operation, in which the factor of "serving passengers first" needs to be put first. We cannot let the situation of "crowded customers but few counters", "machine malfunction but no one to support", or "high-class service but unprofessional behavior" happen in the digital age.
For example, Tan Son Nhat airport should open more check-in counters and increase staff to proactively support customers to immediately relieve congestion. After the T3 terminal was put into operation, the number of passengers was dispersed, so it was necessary to rearrange appropriately between domestic and international terminals. In particular, it was necessary to quickly put into operation software to survey customer satisfaction at each stage, to act as a "mirror" for the aviation industry to promptly adjust restrictions - as advanced airports in the world have been doing.
If we don't change soon, sad rankings like the one just now will repeat themselves, not because anyone "judged wrongly", but because we missed the opportunity to "look in the mirror" and correct ourselves.
Source: https://www.sggp.org.vn/lang-nghe-de-hoan-thien-post806155.html
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