National carrier Vietnam Airlines (VNA) has just launched a customer support center offering 24/7 telephone service, including weekends and holidays.
The brand new center, based in Hanoi, features over 100 support desks that are available to help customers with any inquiry at any time of the day, according to a VNA announcement.
Launched in partnership with IT infrastructure provider Sabre Vietnam, the support center can be reached at 1900 1100 or 1900 1800, with the latter reserved exclusively for members of the airline’s loyalty program Lotusmiles, a VNA representative said.
Customers can call the hotlines to seek help with a range of services, including flight reservation, tickets, online booking, Lotusmiles perks, and other requests.
The hotlines are also used to receive customer feedback on and complaints about VNA services, the representative added.
Lotusmiles members who reach 1900 1800 using their registered mobile phone numbers will be automatically identified and receive personalized support from the call operators.
Delivering his remarks at its opening ceremony on July 1, VNA general director Duong Tri Thanh asserted the call center is a big leap forward in the continued improvement of the quality of the carrier’s services.
Vietnam Airlines has been working tirelessly to improve its services over the past two years with fleet expansion, 4-star service upgrading and a new corporate identity, Thanh stressed.
The support center will serve to realize the airline’s commitment to delivering world-class flying experiences and promote its image as a professional and caring airline, he added.
The national flag carrier operated nearly 140,000 safe flights in 2016, transporting more than 20.6 million passengers, according to the airline’s report at its annual shareholder meeting last month.
Vietnam Airlines earned over VND2.6 trillion (US$114.54 million) in pre-tax profit last year, up 1.5 times from the previous year.
In 2017, the company aims to serve more than 22.5 million passengers and gain VND87.9 trillion ($3.87 billion) in consolidated revenue.
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