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​Friendly vs. functional:  Tan Son Nhat staff wins over passengers while airport amenities fall short

Monday, December 18, 2017, 14:40 GMT+7

Travelers passing through Vietnam’s busiest airport are unsatisfied with the airport’s Wi-Fi, taxi stands, and noise level

Passengers speak highly of staff at Tan Son Nhat International Airport, but believe amenities such as Wi-Fi and taxi services totally miss the mark, according to a survey by the Vietnam’s aviation watchdog.

A poll of 6,000 passengers conducted by the Civil Aviation Authority of Vietnam between April and September at the country’s three biggest airports in Hanoi, Da Nang, and Ho Chi Minh City asked respondents to rate the airdromes on a set of 25 criteria in seven categories.

The survey’s objective was to collect passenger feedback on each airport’s arrival and departure terminals, check-in counters, security screening process, immigration, waiting hall, and taxi stands.

Flyers were asked to rate their satisfaction with each service on a five-point scale from weak (1) to excellent (5).

Da Nang International Airport reigned supreme in terms of overall score, followed by Noi Bai International Airport.

Though ranked last in overall score, Tan Son Nhat managed to beat the Hanoi and Da Nang airports in the “attitude of check-in attendants” category, scoring 4.34 points, and “service quality of check-in attendants” with 4.33 points.

However, the Ho Chi Minh City airdrome was rated worst in terms of “Wi-Fi quality” with only 3.75 points.

Tan Son Nhat also scored below 4 points, equivalent to “Good,” in “free drinking fountains”, “noisy level,” and “number of taxis available and fares.”



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