Passengers must be the central focus.

The adjustment of flight networks and supply capacity by airlines, maintaining only key routes such as Hanoi - Da Nang - Ho Chi Minh City, is necessary in the context of rising Jet A-1 fuel prices.

It's easy to see that air transport services have many unique characteristics, and in many situations, passengers have almost no choice. When flights are delayed, canceled, have their schedules changed, or are subject to operational adjustments, passengers often only receive one-way notifications, lacking clear information and with few effective feedback mechanisms.

Particularly in recent days, as airlines have had to cut flights due to rising fuel prices, passengers have been directly affected. Flight time options have narrowed, ticket prices have increased significantly, domestic flight fares have at times reached the ceiling price, and international flight fares have doubled or even tripled compared to before.

At the same time, the risk of delays, cancellations, or flight delays is also higher. Clearly, when airlines have to grapple with pressure from costs, markets, and infrastructure, passengers become the most vulnerable party in the value chain.

The Ministry of Construction and the Civil Aviation Authority of Vietnam have directed airlines to urgently implement solutions to minimize the negative impact of rising fuel prices, including proactively taking measures to limit losses for passengers.

However, these guidelines need to be thoroughly understood by airlines and transformed into a civilized operating philosophy: putting passengers at the center. A service industry cannot develop sustainably if it places the majority of the adjustment burden on customers.

The time has come for airlines, alongside optimizing their fleets, flight networks, and costs, to reposition passengers not as a "variable" to adapt to, but as a central focus to be protected. This will not only reduce operational pressure but also strengthen market confidence – an intangible asset that determines the survival of every airline.

MINH DUY

Source: https://www.sggp.org.vn/phai-coi-hanh-khach-la-trung-tam-post848585.html