Cat Bi Airport tops passenger satisfaction rankings

Cat Bi Airport in the north city of Hai Phong comes out on top of the six airports ranked for passenger satisfaction of service quality, according to a survey conducted by the Civil Aviation Authority of Vietnam (CAAV).
A corner of Cat Bi airport (Source: VNA)
A corner of Cat Bi airport (Source: VNA)

The authority said on March 11 that the survey was made from October to December last year at Noi Bai International Airport, Tan Son Nhat International Airport, Da Nang Airport, Cam Ranh Airport, Phu Quoc Airport, and Cat Bi Airport. 

The assessment is based on the 25,000 questionnaires copies, each with 25 criteria for evaluating the satisfaction of passengers split into the seven of vicinities of terminal area, checking-in area, security screening area, immigration area, waiting area for boarding, arrival station, and public transport. 

In all criteria, passengers rated the service quality at Cat Bi Airport to the highest standard with an average score of 4.56/5 points. It was followed by Cam Ranh Airport with an average of 4.31 points, Da Nang Airport with 4.23 points, Noi Bai Airport with 4.22 points, and Phu Quoc Airport with 4.04 points. Tan Son Nhat Airport came in last place with 3.96 points. 

The CAAV attributed the result to additional investment for infrastructure development and the operation of international passenger terminals in 2018 at Cat Bi, Khanh Hoa, and Da Nang airports. 

Tan Son Nhat International Airport received high points for its checking-in, security-screening, and immigration areas. Meanwhile, the points for the waiting terminal, arrival terminal, public transport, and boarding waiting area of Tan Son Nhat Airport slightly decreased compared to 2017.

The air transport department of the CAAV said that the poor results for Tan Son Nhat Airport are due to the number of passengers passing through Tan Son Nhat reaching 38 million, increasing by 6.4 percent compared to 2017, however its design capacity only allowed for 25 million passengers. 

For Noi Bai Airport, although its average points were not the highest surveyed, points for all of its areas had increased compared to previous years. This shows that the quality of infrastructure, check-in personnel, and security force in the airport were improved remarkably.