ACV improves service quality

14:28 | 10/11/2014 Companies

(VEN) - Towards sustainable development In the difficult context of domestic and international aviation, production and business activities of the Airports Corporation of Vietnam (ACV) in the first nine months of 2014 remained stable. The number of passengers, goods and parcels, the number of flights and total revenues remained increasing compared to the same period last year, confirming greater efforts of ACV’s leaders and staff.

Building new terminals will contribute to improving service quality

In the first nine months of this year, the total number of passengers through airports reached more than 38 million, equal to nearly 80 percent of the yearly plan, an increase of 14.5 percent compared to the same period of 2013. The number of goods and parcels via airports stood at 617,460 tonnes, equal to 76.3 percent of the yearly plan, an increase of 11.4 percent compared to the same period last year. In addition, the number of commercial flights totaled 278,246, equal to 80.6 percent of the yearly plan, an increase of 13.4 percent compared to the same period of 2013.

Safety and security assurance is particularly interested. ACV has focused on directing and implementing appropriate measures to ensure the absolute safety for flights. ACV also has cooperated with agencies to successfully organize maneuvers in the Cam Ranh International Airport and Tuy Hoa Airport.

Key projects have been implemented on schedule with ensured quality such as the T2 project at the Noi Bai International Airport, the expansion of domestic terminal at the Tan Son Nhat International Airport and the construction of terminal at the Vinh Airport, contributing to serving customers during the upcoming holidays.

Improving service quality

In recent years, ACV has made greater efforts to improve service quality, including modernizing infrastructure, providing utilities and reducing the overcrowding in terminals.

However, some airports have not overcome the overcrowding (Noi Bai International Airport, Tan Son Nhat International Airport, Cam Ranh International Airport and Vinh Airport) due to increased number of passengers. Terminals must serve the number of passengers far exceeding a design capacity, leading to the overcrowding.

In terms of the Noi Bai International Airport, T1 was completed and put into operation in 2001 with a design capacity of six million passengers per year. On December 2013, ACV expanded a capacity to nine million passengers per year. In 2013, the Noi Bai International Airport served 13 million passengers (including 5.5 million international tourists and 7.5 million domestic tourists), exceeding 42.5 percent compared to a design capacity. In the first nine months of 2014, the number of passengers via the Noi Bai International Airport reached nearly 11 million visitors, an increase of more than 10 percent compared to the same period last year, exceeding 18 percent compared to a design capacity for the whole year. In addition, many large national projects being implemented near Noi Bai (Nhat Tan Bridge, Noi Bai-Nhat Tan Road and T2 project) also affects to the airport. However, the Noi Bai International Airport in close collaboration with local authorities and project management units ensure the absolute safety for flights.

In terms of the Tan Son Nhat International Airport, in recent years, ACV has invested in upgrading infrastructure, equipment and human resources. Therefore, service quality has recorded many positive changes. However, due to limited area, the airport has also faced the overcrowding. In addition, the Cam Ranh International Airport and Vinh Airport has also overloaded due to the number of passengers far exceeding a design capacity. On October 2014, the Vinh Airport welcomed the millionth passenger.

ACV has been implementing various large projects such as the construction of the Phu Quoc International Airport (December 2012); the construction of a civil aviation area at the Tuy Hoa Airport (September 2013); the repairing and upgrading of the Phu Bai International Airport (September 2013) and the expansion of the Noi Bai International Airport’s T1 (December 2013).

By the end of this year, ACV will put the Noi Bai International Airport’s T2 with a capacity of 10 million passengers per year into operation; complete and put into use the project of renovating and expanding the Tan Son Nhat International Airport’s domestic terminal; and complete a new terminal at the Vinh Airport with a capacity of three million passengers per year. Meanwhile, the overcrowding at terminals will basically be resolved.

In recent years, ACV has also actively implemented measures to ensure the purchasing of goods at listed prices. On August 2014, Noi Bai and Tan Son Nhat international airports have asked non-aviation businesses to sign commitments to improve service quality. Terminals have implemented strictly handle for regulation violations, working transfer of violated employees, franchising withdrawal and contract termination for commercial fraud firms.

Together with investment in infrastructure, ACV has focused on training professional skills for aviation officials and respecting for customers. That is considered as important factors in improving service quality.

ACV has also organized campaigns to improve service quality. The campaigns have brought practical results, helping change perception and attitude of staff.

The corporation will continue striving to ensure safe operations and improve service quality in the coming time.

ACV would like to receive cooperation of passengers through expressing the civilized lifestyle, courtesy and the respect for the rules of the aviation sector and the provisions of law, especially getting comments of passengers to help ACV and affiliates promptly review and remedy limitations and shortcomings with the aim of ensuring better service quality./.

                              By Kim Thanh Vu

Theo ven.org.vn