Vietnam Airlines among Top 10 Customer Experience Excellence 2021

The national flag carrier Vietnam Airlines has been among the top 10 Customer Experience Excellence in Vietnam in 2021, according to the latest report released by the auditing and consulting firm KPMG.

Vietnam Airlines has applied digital technology in all areas such as administration, flight operations, trade, and services. Photo: Vietnam Airlines

This was the second consecutive year that the national airline earned the ranking.

According to KPMG, along with the development of digital platforms in Vietnam, the Covid-19 pandemic has been a driver of the digital transformation of many businesses in recent years. 

Therefore, the firm focused on evaluating the digital transformation efforts of businesses this year and ranked the top 10 brands providing the most outstanding digital experiences to meet customer needs.

KPMG’s ranking was based on results from surveying more than 1,500 consumers and evaluating more than 90 local and international brands across eight different sectors in the Vietnamese market to see how companies have fared during turbulent times.

The Six Pillars assessed by KPMG include integrity, resolution, expectation, empathy, personalization, time, and efforts.

As the national airline's long-term goal is to become a digital airline by 2025, it has strongly invested in digital transformation to improve operational efficiency and provide a more convenient and safer experience for passengers. 

Currently, digital technology is being applied by VNA in all areas such as administration, flight operations, trade, and services. In which, many digital services have helped improve the passenger experience such as purchasing airfares, checking in, refunding tickets online or in-flight services with a wireless entertainment system and in-flight Internet connection.

Vietnam Airlines has collaborated with the Vietnamese government, domestic and foreign agencies, and organizations to research and test the digital health passport application - the International Air Transport Association (IATA) Travel Pass. 

It is expected to be an important solution to help manage effectively the pandemic prevention and control standards, contributing to the recovery of domestic and international passenger transport.