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Vietnam Airlines provides air transportation services to 17 countries. It has the largest market share in Vietnam and is a member of the SkyTeam airline alliance. Vietnam Airlines is evaluated based on customer surveys and aims to conform to customer needs, enterprise policies, and quality standards. It offers different service classes and has programs tailored for different customer age groups to segment the market. Vietnam Airlines controls its brand through aviation certificates and aims to be among the top airlines in Asia for customer experience, scale, and service quality.

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Linh Nguyen Phuong
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77 views

QTCLDV PDF

Vietnam Airlines provides air transportation services to 17 countries. It has the largest market share in Vietnam and is a member of the SkyTeam airline alliance. Vietnam Airlines is evaluated based on customer surveys and aims to conform to customer needs, enterprise policies, and quality standards. It offers different service classes and has programs tailored for different customer age groups to segment the market. Vietnam Airlines controls its brand through aviation certificates and aims to be among the top airlines in Asia for customer experience, scale, and service quality.

Uploaded by

Linh Nguyen Phuong
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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VIETNAM

AIRLINES
QUALITY CONTROL - QC

Group 1
ABOUT COMPANY
Founded in 1956
Flies to 64 destinations in 17 countries
The highest percentage of aviation’s market
share in Vietnam
Leading position in terms of services’ quantity
associated with quality
Member of SkyTeam in June 2010
4-Star Airline
SKYTRAX
Inflight Research Services

A United Kingdom–based consultancy.

Began in 1999

Analysis and assessment of airline product and


front-line service standards.
SKYTRAX
Evaluates the service quality of airlines based on:

An average of more than 20 million surveys

An additional 1800-2000 criteria

An average of the total scores of approximately


2000 criteria
A system of documents on Serving passengers

CONFORM TO Preferential policies and service programs

CUSTOMERS'
Improvement in procedures
NEEDS
Training on standards and skills for employees
CONFORM TO WHAT
THE ENTERPRISE
DECLARE
FOR CUSTOMERS
Focusing on passengers through experience

Improve the passenger experience

Committed to providing the same service


quality as other major airlines in the world

Listen to customer feedbacks

Implements options to enhance the experience


from ground to air services
FOR SOCIETY
The Covid-19 epidemic
Implement and add many disease prevention

Control measures according to the most stringent


new standards

Education
Incubating and winging the development of high-
quality young human resources in the future

Healthcare, environment, social security,...


CONFORM TO
STANDARDS AND
EXPERTISE
SOME
STANDARDS
1. ROADMAP TO BECOME A
DIGITAL AIRLINE
=> Promote the application of information technology 4.0 in the fields
of ground and air services

Check-in Check-in at Deploying


Online check-in
by phone the airport Internet
(via website, mobile installation
app, at airport (telephone (in-town
kiosks) check-in) check-in) on aircraft
2. SERVICE UPGRADE
Duty-free shops on Lotushop flights

Wireless entertainment system on Airbus A321neo fleet

Updated entertainment "treasure" including movies, music, TV shows...

Put into service high-end supplies such as mattress sheets, cotton blankets, pajamas...
for Business class passengers.

Food on VNA flights

Flights to the world


3. CARRY OUT THE REPLACEMENT
OF ENVIRONMENTALLY
UNFRIENDLY PRODUCTS
=> Change the packing of materials and items

Replace plastic straws Replace disposable plastic


with paper straws cutlery with recyclable products
4. "MEET AND GREET" SERVICE

Welcomed by Welcome the Booking and


Many major
VIAGS staff passenger at the buying tickets
traditional airlines in
aircraft door or the until 24 hours the world (Emirates,
terminal entrance before departure Singapore Airlines,

time. Air France, Etihad...),
providing a full range
of utility services.
SPECIALIZE
According to Clause 3, Article 4 of Circular

11/2020/TT-BGTVT (effective from August 1, 2020)

stipulating standards for professional competence

of class I aviation port authorities, specifically as

follows:

- Capable of organizing and directing the

application of scientific and technical advances

to improve the quality and efficiency of work in

the assigned sector or field;


VIETNAM

AIRLINE

BRAND

CONTROL
BRAND CONTROL THROUGH DOMESTIC
AND INTERNATIONAL AVIATION
CERTIFICATES

1. Top 10 leading brands in customer experience 2022 in Vietnam.

2. 5-star certificate by Skytrax, the highest for safety against Covid-

19.

3. "World's leading airline in cultural identity", "Asia's leading airline in

Economy class", "Brand" Asia's leading airline" of the World Travel

Awards 2022; etc...


TAKE CONTROL OF YOUR BRAND BY
DEFINING YOUR VISION, STRATEGY
AND CORE VALUES
MISSION – VISION CORE VALUES TARGET

1. Asia's leading airline 1. Top 10 favorite airlines in Asia


2. Top 3 in terms of scale in Southeast
1. Safety is number 1, the foundation for all
2. The national airline, the main Asia.
transport force. activities.
3. Become a digital airline.
2. Customers are central. 4. Consolidate 4-star service and
3. Diverse and high-quality services.
gradually reach 5-star airline
3. Employees are the most valuable asset.
standards after 2020.
4. Friendly and professional working 4. Never stop creating.
5. Become the most preferred
environment..
enterprise in the Vietnamese labor

5. Effective business, ensuring market.


sustainable benefits for shareholders.
CONFORM TO
THE PRICE
MARKET
DIVIDING THE MARKET INTO DIFFERENT INCOME
SEGMENTATION
SEGMENTS AND CLASSES
Business class
Premium Economy Class
Economy Class: Economy Super Economy,
Economy standard, universal flexibility.
VIETNAM AIRLINES ALSO HAS PROGRAMS
SUITABLE FOR THE AGE SEGMENT
Discount tickets for the elderly when buying
tickets on domestic routes
For children under 2 years old: The fare will be
10% of the adult fare when joining the flight.
Children from 2 years old to under 12 years
old: 90% of the adult fare for domestic flights
in Vietnam and 75% for international flights.
PRICE QUALITY
DIFFERENCE
All customer segments

Increases the number of checked baggage and hand


baggage.

Provide on-time flights.


THANK YOU
FOR LISTENING!

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