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Da Nang airport outplays Noi Bai, Tan Son Nhat in customer satisfaction: survey

Da Nang airport outplays Noi Bai, Tan Son Nhat in customer satisfaction: survey

Saturday, June 09, 2018, 15:44 GMT+7

Da Nang International Airport, located in central Vietnam, continued to outplay its peers in Hanoi and Ho Chi Minh City in terms of customer satisfaction, findings from a survey by Vietnam’s aviation authority show.

The Civil Aviation Administration of Vietnam (CAAV) announced on Friday results of its latest survey on how much the country’s three busiest airports, Noi Bai, Tan Son Nhat and Da Nang, satisfy flyers.

The Da Nang airdrome, which outplayed the other two in last year’s survey, managed to keep the first post in the latest poll.

The CAAV survey polled nearly 18,600 passengers from October 2017 to December 2017, asking them to assess overall satisfaction with seven different sections at each of the three airports.

The rated areas are departure terminal, check-in counter, security screening, immigration, departure lounge, arrival terminal, and public transport.

At each of these areas, passengers were asked to give an overall assessment, and specific satisfaction levels to such parameters as “staff courtesy,” “quality of customer service,” “space availability,” “Wi-Fi quality,” “free water dispenser,” and “availability and price of taxi services.”

Ratings range from 1 to 5, representing “very bad”, “bad”, “fair”, “good” and “excellent”.

The survey found that the three airports’ scores range from 3.71 to 4.34 points.

The highest score, 4.34, was given to “staff courtesy,” whereas “Wi-Fi quality” took the lowest rating.

In conclusion, Da Nang was the best airport in Vietnam in terms of customer satisfaction, while the Hanoi-based Noi Bai International Airport took the second place, leaving the Ho Chi Minh City’s Tan Son Nhat International Airport to the bottom.

The results are just the same as in last year’s survey by CAAV.

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Bao Anh / Tuoi Tre News


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