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Tan Son Nhat scores lowest among Vietnamese airports in customer satisfaction

Tan Son Nhat scores lowest among Vietnamese airports in customer satisfaction

Tuesday, March 12, 2019, 10:47 GMT+7
Tan Son Nhat scores lowest among Vietnamese airports in customer satisfaction
Tan Son Nhat International Airport is seen in Ho Chi Minh City. Photo: Tuan Phung / Tuoi Tre

The Ho Chi Minh City-based Tan Son Nhat International Airport came last in a survey by Vietnam’s aviation watchdog that ranked six international airdromes in the country by their customer satisfaction level.

The Civil Aviation Administration of Vietnam (CAAV) announced the results of its survey, which assessed how Tan Son Nhat, Noi Bai, Da Nang, Cam Ranh, Phu Quoc and Cat Bi satisfied flyers, on Monday.

The CAAV rolled out 25,000 questionnaires from October to December 2018, measuring passenger satisfaction in seven different areas - departure terminals, check-in counters, security screening, immigration, departure lounges, arrival terminals, and public transport - at each of the six airports.

Ratings range from one to five, representing “very bad," “bad," “fair," “good” and “excellent."

According to the results, the six airports’ overall scores fluctuate between 3.96 and 4.56 points.

The highest score, 4.56, was given to Cat Bi International Airport in the northern city of Hai Phong, whereas Ho Chi Minh City’s Tan Son Nhat International Airport took the lowest score of 3.96.

Cam Ranh International Airport in the south-central province of Khanh Hoa came second with 4.31 points, followed by Da Nang International Airport with 4.23 points, Hanoi-based Noi Bai International Airport with 4.22 points, and Phu Quoc International Airport on the namesake island off the southern province of Kien Giang with 4.04 points, respectively.

The CAAV said the ‘top three’ airports got the high scores as the Da Nang and Cat Bi airdromes both received new investment to improve service quality, while Cam Ranh inaugurated a new international terminal last year.

To be fair, the passenger satisfaction score of Tan Son Nhat remained unchanged from the 2017 survey, which the CAAV said is quite an "achievement," given the increasing pressure on the Ho Chi Minh City-based airport.

Particularly, Tan Son Nhat did improve its scores on service quality in the security screening and immigration areas, while scoring lower in the departure terminal, arrival terminal, public transport and departure lounge categories, compared to 2017.

The air transport department under the CAAV attributed the bad performance of Tan Son Nhat to a 6.4 percent rise in the number of passengers passing through the airport last year.

Tan Son Nhat served some 38 million passengers in 2018, compared to its designed capacity of 25 million passengers a year.

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