Vietnam Airlines must adjust its flight schedule on June 11 and 12 due to the impact of storm No. 1.
Proactively coordinate the entire system under special operating conditions
According to statistics from Vietnam Airlines, from June 1 to 12, the airline recorded 285 flights directly affected, 734 flights delayed, and more than 2,830 passengers affected by bad weather.
However, behind those numbers is a fully activated operating system that always puts safety first and proactively supports passengers in a dedicated and professional manner.
During the peak period, Vietnam Airlines spent nearly 1.5 billion VND to support and serve passengers affected by bad weather such as: providing free meals and drinks, late-night shuttle service, hotel accommodation and flexible ticket refunds and exchanges according to demand.
At Noi Bai airport on the night of June 11 and early morning of June 12, 7 flights from Hanoi to Da Nang were forced to cancel due to the impact of storm No. 1, affecting more than 1,200 passengers that night.
Ms. Hoang Thi Ly Huong - Deputy Head of the Passenger Service Team of Vietnam Airlines Airport Service and Operation Center (ASOC) - and the on-duty team quickly mobilized forces, coordinated with Vietnam Airport Ground Services Company (VIAGS) and Noi Bai Airport Services Company (NASCO) to organize the transportation of passengers to the center of Hanoi. From arranging vehicles, assisting with luggage return, guiding passengers to the gathering point, to reassuring passengers with clear and consistent information, everything was done in less than an hour.
"There is no normal situation for passengers, even though I have handled it hundreds of times. Each trip can be the most important journey for them, so every time I have to act like the first time, with enough focus, kindness and responsibility" - Ms. Huong shared.
Vietnam Airlines' operations center always monitors the situation to operate flights appropriately.
At the Vietnam Airlines Operations Center, on the evening of June 11, the working atmosphere was also "heating up" by the hour as a series of late-day flights from Hanoi to the Central region were at risk of being delayed or canceled due to heavy rain and strong winds in Da Nang . Mr. Nguyen Anh Dung - the Center's chief of staff, continuously updated data, consulted and coordinated the flight operations system.
With more than 20 years of experience in the profession, Mr. Dung has proposed specific solutions: one is to let the plane wait for a limited time if weather conditions can improve; two is if landing safety is not guaranteed, the plane must turn around or change direction.
Finally, when the visibility of pilots in Da Nang decreased to only 600-700m and the rain continued to increase, the Center decided to cancel more than 10 flights between Hanoi and Da Nang, and 2 others were diverted to land in Cam Ranh and return to Hanoi.
"Every cancellation or postponement entails losses, but we never trade safety for profit. Passengers may be upset, but we must put their lives and safety first," Mr. Dung affirmed.
Maintain safety principles in all mining decisions
In Ho Chi Minh City, heavy rains at the end of May forced about 20 flights to take detours or change direction, causing great pressure at Tan Son Nhat Airport. Mr. Truong Minh Hai - Head of Passenger Service Center, VIAGS Company, Ho Chi Minh City branch - and his team quickly took their positions and proactively coordinated handling plans.
Among the affected passengers was a group of 10 people who were connecting from Hanoi. They demanded to fly within 20 minutes or they would miss the next flight, and even threatened to complain to the airline.
Passenger service in the context of bad weather affecting flights is always a focus of Vietnam Airlines.
Faced with that situation, Mr. Hai quickly approached, listened, and clearly explained the weather conditions to the passengers, while coordinating with Noi Bai airport to prepare to welcome the group of passengers as soon as they landed and promptly support connecting flights.
"In the end, not only did they connect on time, but they also sent a letter thanking Vietnam Airlines for their professionalism, consistency, and adherence to safety principles. To me, this is the clearest proof that when we do the right thing, passengers will understand and accompany us," Hai recounted.
According to Mr. Hai, the most important thing in these situations is to stay calm and transparent. When passengers understand the situation and know that there is always someone behind them to support them, they will feel secure. The initiative, clarity and dedication of the staff are the decisive factors in maintaining the trust of passengers.
In a similar situation, Mr. Hai once received a thank you from the oldest passenger in the group whose flight was delayed: "Bad weather is something no one wants. You guys have fully informed the passengers so that they understand and I know that safety is the most important thing. Thank you for your efforts!" According to Mr. Hai, such feedback is the motivation for the service team to continue to maintain their spirit in challenging operating conditions.
Vietnam Airlines affirms that it always fully complies with regulations on passenger rights in force majeure situations. All changes in flight times, support plans and operational information are updated on multiple channels, ensuring that passengers always have access to complete, clear and timely information.
A representative of Vietnam Airlines shared: "No one wants to have to change their itinerary, but if conditions do not meet safety standards, adjustments are necessary and mandatory. We hope that passengers understand and accompany the airline during unfavorable weather."
Despite the unpredictable weather, operational stability, management skills and dedicated service spirit are what Vietnam Airlines always maintains to ensure every journey is safe and complete.
Source: https://tuoitre.vn/mua-bao-anh-huong-ca-ngan-chuyen-bay-an-toan-cua-hanh-khach-la-uu-tien-cao-nhat-20250618110841189.htm
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