VIET NAM AVIATION ACADEMY

FACAULTY FOREIGN LANGUAGES

GRADUATE INTERSHIP REPORT

VIETNAM AIRPORT GROUND SERVICE
COMPANY LIMITED IS DEDICATED TO
UPLIFTING VIETNAMESE CULTURE,
LANGUAGE AND AVIATION SERVICES
TO NEW LEVELS.
Instructor: Student made:

PhD. Hoàng Thị Thu Trang Phan Thị Thanh Trà

Class: 21DHNAHK

Student number: 2152210016

 THANK YOU

First of all, I would like to express my deep gratitude to PhD. Hoàng Thị Thu Trang ,
Lecturer of the Foreign Language Faculty at the Vietnam Aviation Academy, for his
dedicated assistance, guidance, and valuable advice throughout the research process.

I sincerely thank the respected teachers in the Faculty Foreign Languages at the
Vietnam Aviation Academy for wholeheartedly imparting a lot of knowledge to
me during my studies here. It is the foundation for me to develop well in future
environments.

I also extend my heartfelt thanks to my friends and colleagues who have created
conditions for us to learn together and observe the reality of the research process
taking place at the Aviation Academy and in the local area so that I can understand
better and carry out this topic well.

During the graduate intership report, mistakes are inevitable. Therefore, I

respectfully request the guidance and contributions of PhD. Hoàng Thị Thu Trang
and other teachers as well as friends to improve my research report.

Finally, I wish the respected teachers abundant health and success in their teaching
work. Additionally, I also want to send my best wishes to my friends and
colleagues for good health and energy to achieve many successes in their work.

Thank you !
 ASSURANCE

I assure that the scientific research report was conducted by me and the data
collection and analysis results are accurate. Data taken from external sources is
clearly stated.

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 TABLE OF CONTENTS

Mở đầu…………………………………………………………………………………….1

1.1 History of formation and development…………………………………………….

1.2 The legal status and business tasks…………………………………………….

1.2.1 The legal status………………………………………………………..

1.2.2 Business tasks………………………………………………………..

1.3 Company structure…………………………………………………………….

1.4 Major resources ( infrastructure, machinery and equipment , human resources,

financial sources,…)………………………………………………………………

1.5 Activity results for the last three years: From 2019 to 2021 of VIAGS……..
CHAPTER 2 "CULTURE, SERVICE UPGRADE" IS ROOTED IN COGNITION

2.1 Viags attempts to uplift the culture of Vietnam……………………………

2.1.1 Through the traditional costume of the staff and the image of lotus
everywhere……………………………………………………………..

2.1.2 Through boday language………………………………………..

2.1.3 Interviews and training to enhance the expertise of the staff………

2.2 The advantages of VietNamairlines expanding its routes to Europe…….

2.3 Customer satisfaction when experiencing a new culture ……………….

2.3.1 Positive feedback………………………………………………..

CHAPTER 3. VIET NAM AIRPORT GROUND SERVICES COMPANY LIMITED IS

DEDICATED TO ENHANCING VIETNAMESE AVIATION SERVICES.
3.1 Company's Dedication and Ojective

3.1.1 Mission and vision of the company

3.1.1.1 Mision

3.1.1.2 Vision

3.1.1.3 Core values

3.2 Focus on improving aviation services in Vietnam

3.2.1 Uplift service and move towards a “five-star” target.

3.3 Strategies to achieve the objectives

3.3.1 Employees are the deciding factors of success

3.3.2. The combination

3.3.3 Consider the quality first

3.4 Achievement of rigorous efforts

CHAPTER 4 GENERAL COMMENTS AND PERSONAL PROPOSALS TO

HELP IMPROVE VIAGS SERVICE QUALITY.
4.1 General comment on the passenger service of Vietnam Airport Ground Service
Company Limited (VIAGS Tan Son Nhat)
4.1.1 Advantages

4.1.2 Disadvantages

4.2 Solution to enhance passenger service efficiency of Vietnam Airport Ground

Service Company Limited. (VIAGS Tan Son Nhat)

CONCLUSION
TABLE OF CONTENT
STT CHECKLIST PAGE
PHOTO

1 Figure 1.1: Company logo

2 Figure 1.2: VIAGS Organizational Structure

Diagram
3 Figure 1.3: VIAGS’s Awards

3 Figure 1.4: VIAGS’s Award

4 Figure 1.5:
5 Figure 1.6:
6
Figure 1.7:
CHART
1
Chart 1: Number of employees of VIAGS Tan Son
Nhat period 2019-2021

2
Chart 2: Structure of output, revenue and costs of
VIAGS Tan Son Nhat in 2019-2021

LIST OF ABBREVIATIONS
STT ABBREVIATION ENGLISH VIETNAMESE
1 TNHH MTV Trách nhiệm hữu
hạn một thành viên
2 Vietnam Airport Công ty TNHH
VIAGS Ground Services
MTV Dịch vụ
mặt đất sân bay
Việt Nam
3 International Hiệp hội vận tải
IATA
Air Transport hàng
Association không quốc tế
4 SUP Supervisor Giám sát viên

5 WCH Wheelchair Xe lăn

6 Trẻ sơ sinh từ 14
INF Infant
ngày
tuổi đến dưới 2
tuổi
7 Dịch vụ trẻ em
UM Unaccompanied
Minor đi một
mình
8 Nhân vật quan

VIP Very Important trọng người có

Person địa vị cao trong
xã hội, có tầm
ảnh
hưởng lớn
9 DEAF Deaf Hành khách
khiếm thính
10 BLND Blind Hành khách
khiếm thị
11 SPML Special Meal Suất ăn đặc biệt

12 Commercial Khách hàng

CIP
Important thương mại
Person quan trọng
13 SUP Supervisor Giám sát

INTRODUCTION
 1. Reason for selecting the topic:
I'm a part-time staffer at VietNam Airport Ground Services Company
Limited. This place gave me an overview of aviation services and adopting
international standards... For flights that take people back to their families,
the airline staff always put themselves in the heart of being a passenger for
the best service. Passenger’s satisfaction is considered to be the primary
factor that VIAGS is always aiming to build confidence in its customers in
order to contribute to raising their reputation in choosing to use the service at
the customer. As a leading ground service provider in Southeast Asia,
VIAGS has confirmed its position and image when Vietnam Airlines is the
national airline of Vietnam and many major airlines in the world trusted to
entrust VIAGS with many important responsibilities in the field of ground
service. VIAGS has played an important role in the development of the
aviation industry in general and serves the ground in particular at the
international airport. Plus, I realize that here Viags has always strived for
Vietnamese culture, language, and ethnic identity. It demonstrates the
company’s commitment to introducing Vietnam’s unique values and
traditions on a global platform. I have always considered viags to be a second
school, a source of pride, and the rationale behind my choice and completion
of my graduate internship report.

2. Objectives and tasks of research

2.1 Research objectives
Through the knowledge I have learned, I look forward to deepening
and applying the knowledge that I have learnt as well as doing my internship
at VIAGS in an effort to raise the culture, language and quality of aviation
services to a new level. That gives you the opportunity to get the closest
access to the aviation environment so I can learn and cultivate more practical
knowledge that I haven't learned.

2.2 Research tasks

 We will analyze and accurately evaluate Viags' efforts to enhance
Vietnamese culture and quality of service at Tan Son Nhat International
Airport, in order to meet travel needs and enhance customer’s experiences.

Besides, there are proposals and solutions that are appropriate and
contribute to improving the quality of passenger service at Tan Son Nhat
international airport and spreading Vietnamese culture in order to
complete your internship report in the best possible way.

3. Subject and extent of research.

+ Subject of research
Passenger service activities, quality of service and Vietnamese
language and cultural experiences of customers at the domestic terminal of
Tan Son Nhat International Airport to objectively evaluate the quality of
services.

+ Extent of research
Scope of space: At vietnam airport ground service company limited, Tan
Binh district, Ho Chi Minh city.
Scope of time : The research was conducted from 05/01/2024 to 18/03/2024.
4. Structure of scientific research.

Besides the introduction, references, and appendix (if any), a scientific research
report is divided into the following 4 chapters:

CHAPTER 1. INTRODUCTION TO VIETNAM AIRPORT GROUND

SERVICES COMPANY LIMITED (VIAGS TAN SON NHAT)
CHAPTER 2. VIAGS IS A PLACE FOR THE INTERSECTION OF
VIETNAMESE AND EUROPEAN CULTURE.
CHƯƠNG 3. VIET NAM AIRPORT GROUND SERVICES COMPANY
LIMITED IS DEDICATED TO ENHANCING VIETNAMESE AVIATION
SERVICES.

CHAPTER 4 GENERAL COMMENTS AND PERSONAL PROPOSALS TO

HELP IMPROVE VIAGS SERVICE QUALITY.
 CHAPTER 1. INTRODUCTION TO VIETNAM AIRPORT GROUND
SERVICES COMPANY LIMITED (VIAGS TAN SON NHAT)

1.1 History of formation and development

Vietnam Airport Ground Services Company Limited (VIAGS) was founded on

January 1, 2016 on the basis of the merger of three ground services companies
NIAGS/DIAGS / TIAGS. VIAGS is the first business model in Vietnam to provide
synchronous, international-standard airport ground services at three major airports:
Hanoi, Da Nang and Tan Son Nhat.
 In 1993, founded the ground service company NIAGS, DIAGS, TIAGS.
 In 2000, the company became one of the first ground service companies in
Vietnam to receive ISO 9002:1994 certification.
 In 2006, the company was honoured to become an official member of IATA.
 In 2009, the honour was to be the second ground service company in Asia to
receive ISAGO certification.
 In 2016, the company formally merged three ground services companies into
Vietnam Airport ground services Company Limited.

With its predecessor as a ground service provider with almost 30 years of

experience and development, VIAGS Tân Sơn Nhất owns highly skilled staff,
trained from basic to profound expertise, dedicated, professional in the service, and
a modern equipment system that is always operated according to safety standards.
The highest quality meets the 5 standards of ISO 9001:2015 and the safety in
ground operations standards of the International Air Transport Association
Association IATA (ISAGO), meeting the requirements of the airport authorities
and the individual standards of each airline client.

With a strong belief in the service delivery system for more than 70 airlines,
together with the unified strength, VIAGS Tan Son Nhat continues to commit to
the government, industry, customers, airlines to synchronous service, safety,
efficiency, reliability, including a quality product system chain:

+ Payment of luggage at home

+ Representative Service
+ VIP Service
+ Telephone check- in service

+ Airport shuttle service

+ Passenger service - friendly , quality, professional luggage

+ Safe, reliable parking service

+ Aircraft sanitation services in accordance with international standards

+ Airport ticket service

VIAGS Tan Son Nhat hasined its position as a leader in the ground service market
at the airport, continuously learning and meeting customer expectations on quality
of service through quality improvement activities and the application of advanced
aviation technologies.

1.2 The legal status and business tasks

1.2.1 The legal status

Airport Ground Services Company Limited (VIAGS) is a member company of the

Vietnam Airlines Corporation – CTCP invested 100% by Vietnam Airlines, was
established on January 1, 2016 under Decision No. 1732/QD – HDQT/TCTHK-
CTCP of November 18, 2015 of Vietnam Airlines. Among them, Among them,
Tan Son Nhat Vietnam Airport Ground Services Co.,Ltd. is one of three
subsidiaries of Vietnam airport Ground Service Company Limited (VIAGS).
Figure 1.1: VietNam Airport Ground Servies Company Limited logo( Viags)

(Source: Website :http://viags.vn/)

Enterprise name in Vietnamese: Công ty TNHH MTV Dịch vụ mặt đất sân bay
Việt Nam- Chi nhánh Tân Sơn Nhất.
Enterprise name in English: Vietnam Airport Ground Services Co. Ltd-
VIAGS Tan Son Nhat.
Abbreviation: VIAGS Tan Son Nhat.
Website: http://viags.vn/

+Tan Son Nhat Airport Branch : http://www.viagstansonnhat.vn/

Phone number: 84- 28 – 3547 2288

Fax number : 84- 28 – 3547 1188
Email: [email protected]
The branch identity:

Address: No. 49, Truong Son, Pharaoh 2, Tan Binh District, Ho Chi Minh City.
Transaction address: 4th Floor, Southern Executive Building, Vietnam Airlines
Corporation, Tan Son Nhat Airport, Pharaoh 2, Tan Binh District, Ho Chi Minh
City.
 1.2.2 Business tasks
Planning the production of technical and commercial ground service business for
the flights of the National Airlines of Viet Nam and other airlines, organized upon
approval.
Organization of technical and commercial services including: aircraft technical
services at the parking lot, passenger procedures, luggage, baggage storage
services - cargo - package on aircraft, aircraft sanitation, flight documentation
proceedings, maintenance repairs of technical equipment, specialty vehicles and
other services related to the technical service chain, commercial for aircraft of
other airlines.
Engaged in building processes, regulations, standards of technical service,
commercial for aircraft. Request to the agencies of the company to issue
amendments, supplementation of standards, standards of technical and commercial
service for aircraft.
Ensure full, timely, standard ground service for scheduled and daily flights.
Relationship with the airport's relevant units ensures careful and secure service.
Provide ground service for specialized flights.
2.2 Company structure

Figure 1.2: VIAGS Organizational Structure Diagram

(Source: VIAGS chi nhánh Tân Sơn Nhất)
 2.3 Major resources (VIAGS’ human resources in TAN SON NHAT )

STT Phòng ban 2019 2020 2021

( người) ( người) (người)
1 Ban giám đốc 3 3 3
2 Trung tâm phục vụ sân 526 471 476
đỗ
3 Trung tâm phục vụ 816 748 662
hành khách
4 Trung tâm điều hành 156 123 135

TỔNG
1501 1345 1276

Table 1: Number of staff of VIAGS TAN SON NHAT period 2019-2021

(Source: Website: http://viags.vn/)

The wage structure of the company is determined by the Chief Executive Director
to be flexible and in line with the company's specific practical activities during the
current period. The company carries out its management, employment - salary,
policy, insurance, etc. according to the regulations issued by the state.

In order to ensure the quality of the work of the staff, VIAGS has a policy, a
professional training process from basic to advanced, continuous with the
processes and operating systems, and the staff fully meet the strict standards of the
international aviation industry, regulations of the airport authorities, and
specialization according to the individual standards of each customer airline. In
addition, they are examined and certified after a certain period of time for
employees. All staff are middle- and upper-level professionals. The company's
employees are dynamic and experienced, adapted to every environment, and have a
high spirit of responsibility, always meeting every requirement of the aviation
industry.

The company's infrastructure is pretty solid. Currently, the company’s potential is

sufficient to meet the increasingly diverse, rich and advanced demands of its
customers, contributing to creating international standard flight experiences for
millions of customers. In order to accelerate the pace of development, VIAGS Tan
Son Nhat not only increased its content in terms of “quality” but also focused on
“quantity”, investing heavily in equipment, machinery and services. The
equipment directly serves the customers being refurbished and upgraded ready for
the trips of the future.

2.4 Activity results for the last three years: From 2019 to 2021 of
VIAGS

STT Content Count 2019 2020 2021

units
1 Output Flight 136,71 77,304 52,003
8
2 Revenue Billion 999.97 565.41 380.36

3 Cost Billion 559.19 316.18 212.70

Table 2: Structure of output, revenue and costs of VIAGS Tan Son Nhat from 2019-2021.

Based on Table 2, we can see that the business situation of VIAGS Xin-Shan First
has a lot of shifts in the downward direction due to the strong impact of the
COVID-19 pandemic. Indicators have been falling consistently for three years. The
production situation in 2019 was 136,718 flights; in 2020 it fell to 77,304 flights,
corresponding to 43% from the previous year; in 2021 it decreased by 33% from
2020, which corresponds to 52,003 flights. In terms of revenue, 2019 revenue was
999.97 billion VND; by 2020, it had decreased to 43%, corresponding to 565.41
billion VND; and in 2021, revenue was 380.36 billion VND, decreasing by 33%
compared to 2020. In terms of production and business costs, in 2019 it was 559.19
billion VND; in 2020 it fell to 316.18 billion VND, corresponding to 43% from the
previous year; in 2021 it fell by 33% from 2020, which corresponds to 212.70
billion VND. We can easily see that the average growth rate of the three indices
tends to decline sharply over the years in proportion to revenue and output. Thus, it
can be seen that the powerful impact of the COVID-19 pandemic has had a huge
impact not only on the domestic economy but also on the aviation industry in
general and the activities of Vietnamese airport ground service companies in
particular, especially on VIAGS Tân Sơn Nhất. Back in time, after two years of
pandemic, people's mobility needs have been and are being restored, from which
the demand for the use of means of transport, especially by air, for travel and
tourism has increased dramatically and re-developed after days of social isolation .
CHAPTER 2 "CULTURE, SERVICE UPGRADE" IS ROOTED IN COGNITION

2.1 Viags attempts to uplift the culture of Vietnam.

2.1.1 Through the traditional costume of the staff and the image of lotus
everywhere.

The uniform of the female ground worker remains the traditional uniform, but the
style is lighter, and the fabric is more suitable for air conditions, helping the staff
serve customers in a convenient and best way. Besides, the collar is designed in the
shape of the "V" which means the abbreviation for the word "Vietnam". Through
this design, VNA wants to affirm once again the pride of the nation and people of
Vietnam. For the male employee, it's still a traditional shirt with a flower print and
black pantyhose. This implies that the company wants its employees to always
shine like cranberries and a friendly smile that brings a feeling of ease and warmth
like the Vietnamese. They are the representatives of Vietnam and spread the
culture of Vietnam to our friends.
In addition, the logo is dominated by the yellow cotton icon, combined with a
pretty clear brand name on the bottom. Using the flower as a logo represents the
image of the nation, both sacred, noble and also very close, everyday. The meaning
of the cotton in the Vietnam Airlines logo means growth, flourishing, enlightening,
rising to new heights in the company's business. The logo uses two colors: the
yellow of the cotton and the blue of the brand. Yellow brings luxury, perfection.
The blue in the logo is the blue of the sky, the vast sea, it's a sign of reliability,
assurance, safety. All that is proved by the quality of service, the safety, the
reputation of the company.
2.1.2 Through boday language
As you go up and stand in front of the procedure desk, the ground staff will end up
greeting the guests in a right-handed doll-shaped posture and putting it on your
chest. This shows humility, listening, courtesy and respect for the passengers.This
welcome is warm, genuine and expresses gratitude and wishes to be served with all
our heart.As we all know, the flower is the national flower, and it's also the
company's symbol.This kind of greeting represents the charm of the Vietnamese
people and the value that the company wants to convey to the passengers.

2.1.3 Interviews and training to enhance the expertise of the staff / air show
On February 25th, at the Southern TCT Operator Hall, TSN - HCM airport, Mr.
Trinh Ngoc Thanh - Deputy General Manager, Director of VNA Services,
Chairman of VIAGS, directly chaired the “Culture of service upgrading”
Workshop. There were 37 managers attending the conference. During eight hours
of focus, the initiator and chairman of VNA-Deputy General Manger’s “Upgrade
to Service” program, Trinh Ngoc Thanh, has conveyed and shared the basic
concepts of service, service culture, building upgrade services culture, general
service vision and service vision of Vietnam Airlines in particular. Through the
seminars, the coordinator provided rewarding and motivating knowledge to
contribute together to the development of a prosperous VIAGS.

With another activities, in the framework of the 8th Asia-Pacific Cities Tourism
Promotion Organization Forum 2018 in Ho Chi Minh City, in the morning of June
22, 2018 at Rex Hotel, the exhibition of tourism products with the participation of
Vietnam Airport Ground Services Company (VIAGS) has been successful and
welcomed the attendance of many visitors.

Participating in this major event, VIAGS demonstrated the size and scale of
Vietnam’s leading ground service company when it received much attention and
praise from representatives of TPO member cities and from the Organizing Board
– Ho Chi Minh City Tourism Department in the reception of delegates throughout
the event. At the Special Exhibition Program – first held in Vietnam. This is one of
the valuable opportunities for VIAGS to promote its brand image, Vietnamese
culture and professional services to visitors at home and abroad.

2.2 The advantages of VietNamairlines expanding its routes to Europe.

Currently, VietNam Airlines is the only airline operating direct flights to Europe.
From October, Vietnam Airlines will open more direct routes to Europe with
Hanoi, HCM - Munich (Germany). With this new destination, Vietnam Airlines
has four routes from Vietnam to Germany (including Hanoi, HCM to Frankfurt,
Munich). In addition, the national airline has a number of direct flights to Europe
such as Hanoi, HCM - Paris (France), London (Anh).

In January, Vietnam Airlines Chairman Dang Ngoc Hoa said that the airline would
open more international routes this year. In addition to Munich, the company has
added new destinations in Europe, such as Milan (Italy), Copenhagen (Denmark)
and North America, including Seattle (USA), Vancouver. (Canada).
This will give VIAGS more opportunities to access international markets, with
cultural diversity, and it is also a driving force to improve the quality of services as
well as people to be able to meet the needs of customers while spreading
Vietnamese culture to international friends.

2.3 Customer satisfaction when experiencing a new culture

2.3.1 Positive feedback

It's no coincidence that VNA's quality of service in 2022 is being appreciated by

customers. It is the result of the consensus of the entire system including VIAGS,
the people who always make their best efforts from decorating the TET procedural
boards aimed at spreading the traditional holiday of Viet Nam to the effort to meet
the best service for customers with the common goal of providing customers with
surprising experiences and satisfaction when accompanied by Viet Nam National
Airlines.

On the road to building a service culture to become a five-star airline, each VIAGS
individual must be consistently aware of the role and commitment, creating habit
and professionalism in serving the quality “as expected” “as desired” by
passengers. This culture has been transmitted by the VIAGS leadership to all
VIAGS staff during the extended training sessions that will take place from the
beginning of 2022.

This is also the foundation of the new journey – upgrade of service, culture
towards the goal of achieving 5 star service quality by 2025 by VietNam Airlines..
 CHAPTER 3. VIET NAM AIRPORT GROUND SERVICES COMPANY
LIMITED IS DEDICATED TO ENHANCING VIETNAMESE AVIATION
SERVICES.

3.1 Company's Dedication and Ojective

3.1.1 Mission and vision of the company

3.1.1.1 Mision

To provide quality aviation services in accordance with international standards

meeting the ever-increasing needs of our clients through an effective corporate
governance system and advanced resources.

3.1.1.2 Vision

VIAGS endeavors to become one of the best ground services companies in Asia.

3.1.1.3 Core values

Credibility:
The highest safety index, outstanding quality services, guarantee of the reliability
indicators of our services, sustained improvements of customer credibility are
objectives that VIAGS always tries to maintain and commit to customers and
airlines.

Enthusiasm:
Job values, professional ethics are always prioritized so that all VIAGS members
are profoundly aware of duties, responsibilities, devoted to work and thoughtful
towards customers.
Professionalism:
VIAGS is the mixture of the consolidation - outstanding characteristics in the
supply chain services of each airport will be selected, inherited to synchronize
towards an overall high-quality service system of VIAGS.
Humanity:
Human is the center of the development strategies of VIAGS – taking care of
customer by emotions, understanding, and commitments; taking care of staff as a
valuable asset to foster, develop, recognize the contributions fairlyand humanely.
3.2 Focus on improving aviation services in Vietnam

3.2.1 Uplift service and move towards a “five-star” target.

Viet Nam Airport Ground Service Company (VIAGS) currently serves more than
50 airlines at the airport, which is the leading provider of domestic and regional air
ground service. In the operating conditions at the airport there are many difficulties
due to limited surface, the company is always striving, constantly improving,
improving the quality of service, noted and appreciated by Vietnam Airlines and
the airlines.

Vietnam Airlines became the first airline in Vietnam to implement online

procedures across the entire domestic airport network. After completing the online
procedures, passengers will receive an “online boarding card” via electronic
devices or can print the card themselves, then go straight to the passenger security
check door and the exit door without having to enter the airline’s check desk at the
airport for confirmation.

The company offers a variety of other procedures such as telephone check-in in

Vietnam, airport kiosks and website check-ins. Meanwhile, the "Meet and Greet"
service provides practical assistance to passengers who need special guidance and
prefer to use ground services at the airport. In the face and success of the airline,
there can be no shortage of the continuous, silent efforts of VietNam Airport
Ground Service Company Limited (VIAGS), always thinking to understand and
improve the quality of service.

Build, affirm brand is a process that requires a lot of effort and continuous effort of
the whole collective. In 2019, the VIAGS employees Tan Son Nhat is committed
to successfully implementing andining the quality of passenger service at 4 stars -
towards 5 stars, organizing and efficient use of resources, ensuring safety in flight
service,ining market development, seeking new customers and improving product
and service quality in order to ensure good fulfillment of business production
standards.

In 2019, starting at the end of May, VIAGS, a member of Vietnam Airlines, has
been honoured to receive four prestigious awards from the world’s top five-star
airlines: All Nippon Airways – ANA, Japan Airlines and Malaysia Airlines for
worldwide first and second-class ground service quality in 2018.

3.3 Strategies to achieve the objectives

3.3.1 Employees are the deciding factors of success

In the exciting atmosphere of the first days of the New Year, the number of
passengers clearly shows the start of the year for the aviation industry in general
and for VNA in particular. At the top of the list, Vietnam Airlines made the most
flights in the first two months with 9,889 flights, up 47% from the same period in
2020 and up 100,5% from the previous month.

Together with the efforts of all VietNam Airlines staff members, VIAGS staffs
with a new atmosphere, new determination and the motto of safe adaptation,
flexibility, effective control of the Covid-19 epidemic have contributed no less to
the service of VietNam Airlines.

New Year's Day has to work harder, harder than the usual day, but the smile on
each passenger's face is the motivation for each individual in the VIAGS
community to forget the fatigue, difficulties, pressure to serve with the motto that
every action has to bring a great experience to the customer.

This is also the foundation of the new journey – upgrading the service level,
moving towards VNA’s goal of achieving “five-star” service quality by 2025.

Despite the difficulties associated with the epidemic, it is not for this reason that
the training sessions lack interaction, but rather a serious, lively discussion of
issues that revolve around the culture of upliftment.

Immediately after the New Year vacation, in parallel with ensuring flight service,
the units have placed reasonable staff to participate in extensive training sessions
to ensure that all employees are well aware of VietNam Airlines's service upgrade
program.

According to the plan, VIAGS’ extensive training programme “Uplifting services”

will be completed in the 1st quarter of 2022 with more than 3,000 trainees.

In February, VIAGS held 20 classes with 506 students. With determination,

consensus, all the VIAGS staff will join in bringing the VietNam Airlines to
success on the path to new heights.
3.3.2. The combination

After a year of consolidation, VIAGS' service output reached more than 117,041
flights, an increase of 2 percent from planned. The passenger output reached
33,804,308 passengers, an increase of 5 percent from what was planned. Pre-tax
profits are close to 4%. These numbers show that our motto of “Unite for Growth”
is correct and has succeeded in taking the first step. At present, VIAGS serves 31
airlines, holding a ground service market share of 57% of all Vietnamese flights.
(Data of 2017)

3.3.3 Consider the quality first.

The quality of service has always been a competitive factor. Because now there are
two or three ground service companies at each airport. The fight is getting more
and more intense. The infrastructure of the airports is overloaded. The airlines,
when they arrive at the airport, want the parking time to be as short as possible. To
do that, the ground service units must provide accurate, full service so that the
flight time of the aircraft is exactly as scheduled. VIAGS has all the elements to
deliver the best quality of service that airlines and passengers require.

3.4 Achievement of rigorous efforts

In the festive atmosphere of spring, on February 1st, 2024, Vietnam Airport

Ground Services Company Limited (VIAGS) - Tan Son Nhat Branch (VIAGS
TSN) continued to shine with pride as it received the Service Quality Award from
Cathay Pacific Airways (CX). The "Appreciation Day" event honored the VIAGS
TSN Team, whose outstanding achievements stood out in serving Cathay Pacific
flights in 2023. Mr. Dominic Vallado -Southeast Asia Regional Director, and Mr.
Nguyen Xuan Phuc – CEO of VIAGS, shared their pride in the professional and
dedicated VIAGS TSN staff who always strive to provide the best service quality.
They also expressed confidence and the enduring partnership between VIAGS and
CX over the past three decades.
Earlier, on January 12th, 2024, in Hanoi, VIAGS Noi Bai Branch (VIAGS NBA)
also proudly received the Service Quality Award from both Cathay Pacific
Airways and Air France. VIAGS has consistently achieved Service Quality
Awards from 5-star airlines and those with the best services worldwide reinforce
its position not only in the regional market but also on the international stage.
For VIAGS, quality is not only a standard but also a prerequisite flight service.
VIAGS staff undergo thorough and professional training, always strive to meet 5-
star standards in passenger and baggage services, ensure absolute safety and
security for flights. With the awards from top airlines, VIAGS looks towards the
future, committing to continue providing excellent services and remaining a
reliable partner for airlines and collaborators.
Let's look at some images from the VIAGS TSN “Appreciation Day” event.

Figure 1.3: VIAGS’s Award

(Source: Website :http://viags.vn/)

The awards ceremony took place on the morning of May 13, 2019, on the 4th floor
of VIAGS Operator, with the participation of representatives of Malaysia Airlines
and Japan Airlines partners and the VIAGS Corporation Board of Directors.

Specifically, VIAGS Tan Son Nhat is awarded by Japan Airlines’ five-star “Safety
in Ground Exploration for 18 consecutive years” and the “Best Asia Region for
Seat-Rating Services in the First 6 Months of the Year” awards.

Meanwhile, Malaysia Airlines continues to award VIAGS Xinhua the Best

International Airport Award for “Secure Ground Exploration of 2018.”.

Figure 1.4 : VIAGS’s Award

(Source: Website :http://baogiaothong.vn/)
Viags Tan Son Nhat honorable to receive 05 service quality awards from 5 star
airline Eva Air and Malaysia Airlines ( in 2021).
CHAPTER 4 GENERAL COMMENTS AND PERSONAL PROPOSALS TO
HELP IMPROVE VIAGS SERVICE QUALITY.

4.1 General comment on the passenger service of Vietnam Airport Ground

Service Company Limited (VIAGS Tan Son Nhat)

Through the contents of chapter 3, we can see that the passenger service process
and service of VIAGS Tan Son Nhat is very professional and rigorous. During the
check-in process, passengers have a variety of choices with the aim of simply
optimizing the procedural steps to save time for the procedures without waiting too
long in line. The standard of domestic flight service procedures may also be
compatible with the standard of international flights. Basically, the platform that
the Company builds is based on the international standards of IATA, IAGO and
ISO, this process ensures the basic requirements of the Vietnam Aviation
Administration. Based on my observation and perception of reality, I noticed that
the process of VIAGS from training to experimentation was really very quality and
professional, a little tight that constituted a success in the service standard of
ViaGS.
However, in fact, in the process of passenger service and some services there are
still some inaccessibility, bad situations, unpredictable events, so there is still a
number of restrictions that will occur. I would like to list a few of the advantages
and disadvantages of VIAGS's service process at Tan Son Nhat International
Airport.

4.1.1 Advantages

In the process of servicing passengers, the staff is an important factor in

determining the quality of the process. Employees are people who are in direct
contact and service with customers. The desire to bring satisfaction, impressions to
the customer depends on the attitude and qualifications of the employees. It is for
this reason that the employees of VIAGS are trained according to international
standards with intensive expertise and professional service attitude to meet the
needs of customer service, especially special customers.

Before entering the position, the staff will receive the latest information, which
needs to be noted prior to the flight, from the station officer. In order to score in the
eyes of the passengers on the adjustment, the staff always have to pay attention
from the smallest things such as the makeup, the style and the attitude of
enthusiasm to the customer.
VIAGS Tan Son Nhat understands the frustration of first-time passengers as well
as older passengers, so VIAGS Tan Son Nhat has done well to allocate your
instructors in central places, such as the island head of the procedure, so that the
passenger can easily see and ask questions they need staff answering and support.
In the procedures, there are always special stands for guests who need priority,
such as passengers who need special service support, travelers who are pregnant
women, travelers with newborn babies, etc. These guest objects are always
identified by VIAGS staff in Tan Son Nhat to support passengers with their
enthusiasm to speed up procedures. Passengers arriving late near the closing hours
are always monitored at the check-in desk to regularly remind passengers to
prioritize their arrivals so that they do not miss their flights. In addition, there's
coordination between the inspectors and the prosecutors in prompting passengers
to wait for their luggage to be signed by the inspector and alerting the passenger as
soon as the baggage is in trouble. Besides, the guiding support positions not only
have areas in the lobby and lobby but also in the security inspection area where the
staff are filtering and identifying passengers who are late at flight time and are
stuck in a row in that area. The support staff will request permission to give room
to the other passenger who is late priority to the front row to pass security.

The flights are served professionally and guaranteed safety for all passengers, so
that they feel the best quality of service that we experience at VIAGS Tan Son
Nhat company because bringing passenger satisfaction is the top criterion for the
Company.

VIAGS is also a company with a very good salary and welfare regime for
employees. In order to improve efficiency in the process of work here, all
employees always receive attention from the leadership level to inquire, encourage,
reward and especially to reward the New Year, thus creating motivation for
employees in the work, attitude to serve passengers and the working spirit of
employees increasingly positive and comfortable. In addition, during high seasons
such as New Year's Eve, VIAGS Tân Sơn Nhất has proactively arranged to open
more boxes of flights to Da Nang, Chu Lai, Pleiku in counter D instead of those
flights will do the procedure at counter A as always to minimize the long row. The
layout, the line is extended to the maximum and the regulators at the island
position are always equipped with all the tools such as speakers, radios to filter late
passengers along with informing the direct officers about the number of passenger
schedules at the end of the flight that are still in line for a lot of unprocessed
priority support. Full staff are allocated to all locations to be able to support the
passengers at their peak.
 4.1.2 Disadvantages

In addition to the advantages of passenger service, there are limitations that need to
be overcome in order to improve the quality of customer service.

In the peak of the season, the arrangement of work is not reasonable because the
time gap is too close; the break between eight and nine hours is not really suitable
for work and rest. That's why the staff is tired and sleepy at work, which affects the
process of servicing the passengers.

Passengers are unclear about the airline's procedural location and the time they
have to arrive 40 minutes before the flight time to do the procedure, so passengers
have spent a lot of time searching for the procedural desk, resulting in many delays
or missed flights.

The Kiosk does not have an automated process guide, so it is difficult for first-time
passengers to use it, and the majority of them are dependent on instructors, which
will be difficult to control for the staff at this position when the number of people
is overcrowded during the peak season.

4.2 Solution to enhance passenger service efficiency of Vietnam Airport

Ground Service Company Limited. (VIAGS Tan Son Nhat)

Aviation services are services that focus on professional quality. It's a specialty that
demands precision in the work. That is why, in order to improve the efficiency of
passenger service at the airport, the following implementation plans are needed:

First, strengthen the organization of periodic inspections of the ground service,

such as strengthening the organization of inspection and supervision of the service
of the staff. Because for airlines, employees are a representative image of the
company, the service of employees contributes to building the company's image, so
the style and attitude of employees in the operation are important. To understand
and direct employees to serve according to the standards that the company sets, it
is necessary to check closely and do regular monitoring to see the points that are
inappropriate to limit. At the same time, staff officers need to strengthen reminders
and briefings before entering the case so that employees can restrain themselves
from recalling the mistakes they have encountered and, in addition, strictly
implement the discipline of airline staff who have an inappropriate attitude towards
passengers and expressions, timely rewarding employees who have a dedicated,
professional service attitude. In the service sector, the human factor is considered
the most important factor, so there is a need for arrangements, job distribution, and
a and a work schedule in accordance with labor regulations for employees to avoid
overworking during the peak season.

Second, evaluate customer satisfaction and resolve complaints effectively:

strengthen the organization of surveys to gather customer feedback on a regular
basis, quickly identify the reasons for customer complaints, and then take timely
action to resolve their claim. From there, showing customers the image of a
reputable ground service company with a professional way of working helps
VIAGS attract not only many airlines but also many customers using the service.
In addition, the improvement of the complaint and feedback system will also be an
opportunity to improve, through which complaints and customer feedback will
improve and improve the quality of service. All the customer reviews are useful
contributions to the company's efforts to improve the quality of its services.

Third, continue to invest in the development of suitable passenger transportation

arrangements, operate flight schedules to limit delays to the maximum, and cancel
flights in the peak season. In order to improve the timely flight rate, along with the
efforts of the units serving at the airport, the airline and the representative of
VIAGS, Tan Son Nhat, also encouraged passengers on the plane to actively look at
the panels to understand the position of the procedural desk and to learn the
information to know the prescribed time of presence at the airport and at the
departure door to arrive on time.
 CONCLUSION

During my internship at VIAGS, I noticed that the company has improved the
quality of its services and has invested in the upgrading of its automated processing
machines and infrastructure to improve its quality of service. The company is
taking steps to create as much coordination as possible, representing the country,
the people of Vietnam and bringing the elites of national culture to international
and domestic visitors. Not only that, VIAGS Xin Shaan Dong always accompanies
and receives opinions, reflecting from passengers in the process of service, thus
helping VIAGS Xin-Shaan Dong become increasingly growing and becoming one
of the leading companies in the business of passenger service at Xin-shaan Dong
airport today.

In today's world, aviation is a sector that accounts for a significant proportion of

long-distance passengers. Thus, one of VIAGS' competencies is optimizing the
company's advantages. This gives the corporation a significant advantage in the
passenger service sector, both for Vietnam Airlines and other foreign carriers in
general. This establishes a criterion for the company's ability to compete with
competitors in its field.

Vietnam is steadily integrating into the international world where the aviation
industry is the face of the country when a tourist comes to Vietnam, they will put
their foot down the airport terminal first so the behavior towards foreign
passengers is extremely important because their first impression of our country is
the image of the passenger service staff. This VIAGS Tan Son Nhat has done very
well the image of a Vietnamese country graceful, friendly and hospitable. In the
forthcoming phase, when the Covid-19 pandemic has stabilized, and the frequency
of flights has increased again, we need to further promote our gratitude for
international friendship in order to have a developed, rich, and hospitable Vietnam
in the eyes of the world.

Vietnam is steadily integrating into the international world where the aviation
industry is the face of the country when a tourist comes to Vietnam, they will put
their foot down the airport terminal first so the behavior towards foreign
passengers is extremely important because their first impression of our country is
the image of the passenger service staff. VIAGS Tan Son Nhat has done very well
the image of a Vietnamese country graceful, friendly and hospitable. In the
forthcoming phase, when the Covid-19 pandemic has stabilized, and the frequency
of flights has increased again, we need to further promote our gratitude for
international friendship in order to have a developed, rich, and hospitable Vietnam
in the eyes of the world.

The company's internal is also a powerful force in moving forward on the path of
development because it is the foundation. VIAGS Tan Son Nhat is a fantastic
collective when there are outstanding individuals and a strong collective. Positions
that consistently support one another foster a strong link between people not only
at work but also in their personal lives. The pinnacle of the 2024 New Year has
been very clearly expressed, as personnel are united and support each other in the
work of serving passengers, with no barriers between senior officials and
employees. Officers also devoted some of their time to assisting shipping crew and
passengers. From this perspective, I can see that VIAGS is a very strong collective.
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