The national flag carrier Vietnam Airlines will likely start compensating passengers who have had their flights delayed or cancelled by early next year, said the airline’s chief executive recently.
Compensation will be calculated based on the airfares, the flight schedule and the routes, said chief executive Nguyen Xuan Hien in an interview with Thanh Nien. Also, the airlines will arrange accommodations for passengers experiencing flight delays and cancellations.
Hien said that the airlines faced problems with cancellations and delays not only because of staff shortage or lack of adequate facilities, but also by changing weather conditions.
Hien also admitted that the unfriendly working attitude of airline staff towards passengers when their flights are delayed has also been a problem. Recently, we fired the leader of a group of flight attendants for their misconducts, he said.
Vietnam Airlines is also fighting the rumour that its downturn in air service quality results from the fact that it holds the monopoly position in the country’s aviation industry. But, Hien said the airline fully supported the development of new airlines in Vietnam. “Also, everybody knows that Vietnam Airlines is up against fierce competition from other carriers in international routes,” he added.
In efforts to improve services for passengers, the airline will offer different airfares based on different conditions to passengers allowing more pricing options. No-frills services will be 35% cheaper than average and such plans will be carried out on a large scale in the near future, he said.
Hien also mentioned a possibility of setting up a low-frills carrier in the next few years. Low-cost air operation has been a main trend of many airlines in the world. However, a number of technical conditions are needed to set up a low-frills carrier, noted Hien.
“We have, however, directed Pacific Airlines to develop in this direction,” Hien added.
Pacific Airlines, the first joint-venture in Vietnam’s aviation industry with its biggest shareholder being Vietnam Airlines, has introduced budget flights without on board services between HCM City and the central city of Da Nang since October 1.