16:38 | 03/11/2017 Companies
(VEN) - Six months after it began operation, in July 2016, the Vietnam Airport Ground Services Company Limited (VIAGS) was awarded the highly-esteemed four-star rating by Skytrax, an international air transport rating organization. This proves VIAGS’s efficient efforts to become a leading airport service provider in Asia. Vietnam Economic News’ Hong Ha spoke with VIAGS Deputy General Director, Truong Phuong Thanh, to learn about this.
Has the restructuring helped VIAGS?
VIAGS was established on January 1, 2016 through the merger of three ground service enterprises, each at Noi Bai, Da Nang and Tan Son Nhat airports. VIAGS is the first business in Vietnam to specialize in consistent ground services for airlines, and a professional model that Vietnam Airlines is pursuing and developing in compliance with foreign airlines’ development trend.
This model has helped us operate more efficiently, as VIAGS has been given increasing autonomy in production and trading management, including commercial ground service provision, to improve competitiveness, and become an independent business that can help the Vietnamese aviation industry to expand market and develop. Immediately after accomplishing the restructuring, we prioritized organization activities to improve the professional image of VIAGS in the eyes of passengers and partners (foreign airlines).
We simultaneously implemented evaluations, including secret customer assessment, staff members’ evaluation, customer surveys, and airplane cleaning processes improvement, among others to verify our service quality. Notably, VIAGS has successfully developed four-star CS standards for ground service personnel to benefit passengers at Noi Bai, Da Nang and Tan Son Nhat airports. We received an average of 70 compliment letters weekly. In their letters to us, passengers said they were impressed by helpful VIAGS people and their high quality services. As a result, in July 2016, we were awarded the highly-esteemed four-star rating by Skytrax. We have set a target of increasing the rate of four-star services from 68.42 percent in July 2016 to 84.21 percent in the coming time.
In the first eight months of 2017, VIAGS’s on-time performance (OTP) percentage was 99.98 percent, up 0.01 percent from the same period last year, while the company’s flight service output increased 7.88 percent during the same period. This achievement is attributed to the great efforts by all VIGAS staff members. VIAGS has been highly rated by world-leading airlines. The Korean Air rated VIAGS as the best ground service provider in Southeast Asia in 2016, while Malaysian Airlines rated VIAGS as the most professional handler of delayed flights and best OTP achiever in 2016, and Eva Air rated VIAGS as the world’s second best check-in service provider.
What has made VIAGS succeed?
Over the past two years of operating under the new model, the company’s leadership and staff members have contributed greatly to developing VIAGS into a leading ground service provider.
Quality comes from training. With 342 full-time and part-time teachers in the northern, central and southern country, the VIAGS Training Center has been playing a key role in providing ground service workforce training for Vietnam Airlines and other air transport businesses. VIAGS has introduced a wide range of solutions, focusing on training front-line staff members and four-star aviation service staff members.
VIAGS’s brand identification system and customer care strategy have been promoted and embraced the company’s whole service system. To implement its security and safety policies and continuously improve customer satisfaction with outstanding services, since its foundation, VIAGS has launched an ISO 9001: 2015 quality management system and excellently passed the rigorous assessment by the AFNOR Vietnam in late November 2016.
A company-level legal framework has gradually been formed to provide adequate regulations for and facilitate high, medium and low-level management of all production and trading activities of VIAGS.
What will VIAGS do to become a leading ground service provider in Asia?
In April 2017, VIAGS and the Cathay Pacific Airways agreed upon developing human resources for such services as passenger and parking services, and promoting programs for information exchange and access to five-star quality management systems of the Cathay Pacific Airways. Becoming a leading provider of high quality human resources for domestic and foreign aviation industries has become a top priority of VIAGS.
Targeting to accompany Vietnam Airlines in its development, from 2017-2020, we will focus on developing and expanding our ground service market to the Greater Mekong Subregion including Cambodia, Laos, Myanmar and other countries and territories. We will also strengthen cooperation and partnership with potential airlines and SkyTeam member airlines. This will help maximize our investment efficiency and add value to our VIAGS brand. From 2022-2025, VIAGS will expand its operations to countries in Asia, especially Japan.
|In the first half of 2017, the Civil Aviation Authority of Vietnam (CAAV) worked with the Airports Corporation of Vietnam (ACV) and airlines to survey passenger satisfaction at Noi Bai, Da Nang and Tan Son Nhat airports. About 3,000 questionnaires were released, with the surveyed rating service staff members’ attitude the best with an average score of 4.3, followed by service staff members’ performance with an average score of 4.29, and service space. This proves that airlines, airports and ground service providers have done a good job in human resources training.|