Danang airport tourism services rank among the top 3 in the world

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Danang airport tourism services rank among the top 3 in the world

While Noi Bai and Tan Son Nhat were just ranked among the top 10 worst airports in Asia by Sleeping In Airports website, Danang International Airport surprisingly made it to the top 3 for service quality according to a survey conducted by an airline with 96 airports worldwide...

Danang airport tourism services rank among the top 3 in the world

Surprisingly leading the top

Dragonair (Hong Kong) airline has recently released the results of a survey on terminal service quality and ground commercial service quality at 96 airports it operates in June 2014. In this list, Danang International Airport ranks third globally.

Specifically, Dragonair conducted surveys from passengers to vote on the quality of services at the terminal (service attitude of staff, aesthetics, infrastructure, and non-aviation services such as dining and refreshments at the passenger terminal). At the same time, the airline also surveyed from the cabin crew to evaluate the quality of ground commercial services (passenger boarding bridges, quality of passenger transport vehicles, and the team of staff directly serving on the aircraft). It is noteworthy that in Dragonair's survey list, Tan Son Nhat Airport ranks 13 places below Danang, ranking 19th out of 96 rated airports. Noi Bai Airport is not present in Dragonair's ranking table.

Mr. Le Xuan Tung, Deputy General Director of the Vietnam Airports Corporation and Director of Danang International Airport, stated that the unit always emphasizes passenger service with a customer-centric approach. The airport has set up 7 suggestion boxes in arrival and departure areas, international terminals, check-in areas, security checkpoints, and waiting lounges.

Through passenger feedback, the airport has promptly addressed areas for improvement and leveraged its strengths.

Speaking about the service quality at Danang International Airport, Mr. Tran Long Lac, Deputy Chief of Immigration at Danang International Airport, said that the '4 ask, 4 keep' and 'aviation smile' movements are operationalized through programs and behavioral standards for officials, employees, and security forces. The airport has organized bidding and hired external service providers for sanitation services to create competition in service quality.

Explaining Danang's 'overtaking' Tan Son Nhat

When asked about the voting results mentioned above, ACV General Director Le Manh Hung said there is nothing difficult to understand. “Tan Son Nhat and Noi Bai airports are both overloaded. The conditions for providing services are greatly limited. Meanwhile, Danang is a new airport, and it has only fully utilized 2/3 of its capacity. In fact, in addition to Danang Airport's own efforts to maximize customer needs, the infrastructure here is new, and its spaciousness is also an advantage over Tan Son Nhat and Noi Bai,” Hung said.

“The minimum area for procedures at Tan Son Nhat is not enough, not to mention the space for other functional areas. Therefore, service quality cannot be good”.

Dr. Luong Hoai Nam - CEO of Hai Au Aviation

In reality, according to Mr. Hung, Tan Son Nhat is facing a 'difficult to fix' situation. “The operations at Tan Son Nhat are currently overloaded at many times. The existing passenger terminal has reached its design capacity. The terminal is always crowded, making it difficult to speak about service quality,” explained Mr. Hung.

Similarly, regarding Noi Bai, Mr. Hung believes that the existing issues in passenger service quality partly stem from inadequate infrastructure unable to meet the increasing passenger demand, leading to airport overcrowding. Of course, the reasons also include staff attitude and the airport service quality not being up to par. “Noi Bai International Terminal has a capacity of 9 million passengers but is expected to reach over 14 million passengers by the end of the year,” Mr. Hung added.

Echoing this sentiment, Deputy Director of Civil Aviation Authority of Vietnam Vo Huy Cuong also points out that Danang's advantage lies in its lower utilization density. “I have inspected and confirmed that Danang's domestic terminal is the best in Vietnam despite its small size. However, the international terminal has not fully met demand,” said Mr. Cuong.

Specifically, according to Mr. Cuong, Danang's international terminal has only one passenger bridge. For the second flight at the same time, if passengers want to use the passenger bridge, they have to go through a long corridor of about 150m in the domestic terminal. The immigration area is very small. If a large aircraft carrying about 300 passengers arrives, it will be very crowded. In the future, without a quick solution, this international terminal will hardly provide what can be called good service,” Mr. Cuong emphasized.

According to the Ministry of Transport

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Reference: Travel guide from Mytour

MytourOctober 14, 2015

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Frequently Asked Questions

What factors contributed to Danang International Airport ranking third globally?

Danang International Airport ranked third globally due to high service quality, as voted by passengers. Factors include the staff's service attitude, aesthetics, infrastructure, and dining options. Additionally, the airport's management emphasized a customer-centric approach, addressing passenger feedback effectively.

How does the service quality of Danang compare to Tan Son Nhat and Noi Bai airports?

Danang International Airport outperformed both Tan Son Nhat and Noi Bai in service quality. While Danang maintains a new and spacious infrastructure, both Tan Son Nhat and Noi Bai face significant overcrowding, impacting their service levels negatively.

What improvements have been made at Danang International Airport for passenger services?

Improvements at Danang Airport include the establishment of suggestion boxes for passenger feedback, which helps address service issues. Additionally, initiatives like '4 ask, 4 keep' and the 'aviation smile' program enhance the staff's service standards and operational behavior.

Why are Tan Son Nhat and Noi Bai airports struggling with service quality?

Yes, Tan Son Nhat and Noi Bai airports are struggling due to severe overcrowding and outdated infrastructure. This leads to insufficient space for passenger processing, directly affecting their ability to provide quality services amidst high demand.