The director of Noi Bai International Airport has apologised for substandard services and pledged to improve the situation in the near future.
Vu The Phiet, made the apology at a meeting about aviation service quality. The meeting, held on November 6, focused on safety and reducing flight delays and cancellations.
Waiting at Noi Bai Airport
Phiet admitted certain shortcomings at the airport after it was listed among top-ten worst airports in Asia in 2014 by the website Sleepinginairports.
“I’d like to make an apology to passengers coming through Noi Bai International Airport for any bad experiences due to our modest infrastructure or service quality,” he said.
He added that Noi Bai airport is facing the most serious problems with overcrowding among total 22 airports in Vietnam, and is struggling to serve twice its designed capacity.
The construction of the terminal T2 has also added to the overcrowding problem, which is causing temporary inconveniences for passengers, he noted, adding that there have been measures taken by management to improve the quality of service.
“Over the past six months, the airport has dismissed about ten staff employees and demoted nearly 40 others. We’ve conducted a survey since the beginning of the second quarter, which have identified our shortcomings. The first priority is cleaning services, the second is adding pushcarts and the third is the loudspeaker system that annoys many travelers,” he said.
He went on to say that the biggest obstacle is not upgrading infrastructure, but changing the mindset of staff, particularly with the the attitudes of bureaucratic officials and customs officers. According to him, the cleanliness issue also has to do with staff problems.
In addition, he announced that the airport’s long-term plan is to start a bidding process for contractors to take over these tasks.
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