Improve airport service quality to improve passenger experience

Security check procedures are no longer appropriate, causing inconvenience and wasting passengers' time.

After the "Improving the quality of airport services" article in the Nguoi Lao Dong Newspaper on August 1 reflected that Tan Son Nhat and Noi Bai airports were ranked near the bottom in the " World's Best Airports 2025" ranking in July 2025 announced by AirHelp Score, reporters continued to receive many suggestions to improve the quality of services at the two largest airports in the country.

Reduce security checks to improve airport service quality

A notable proposal came from Mr. Dang Hong Anh, Chairman of the Vietnam Young Entrepreneurs Association. He said that the regulation requiring passengers to remove their shoes and belts during security checks is outdated and no longer suitable for current technological conditions.

According to him, these manual screening processes not only cause inconvenience to passengers but also consume a large amount of time and social resources. Citing statistics from the Vietnam Airports Corporation (ACV), he said that by 2024, Vietnam's airport system will serve up to 109 million passengers. On average, every 5 minutes, more than 1,000 passengers pass through the screening area, putting great pressure on the security system.

"If each person spends 3 to 4 minutes taking off shoes, belts, jackets, etc., the total wasted time in a year can amount to more than 7 million working hours. Converted to the minimum wage, the estimated economic loss is from 110 to 150 billion VND per year. Meanwhile, many airports in the world have completely eliminated this inspection step thanks to the application of modern screening equipment," he said.

Mr. Nguyen Hoang (residing in Gia Dinh Ward, Ho Chi Minh City), a frequent international business traveler, said that in the past few years, he has never had to take off his shoes at international airports, including in Istanbul (Türkiye), where serious security attacks have occurred. According to Mr. Hoang, some foreign airports also have separate trays for shoes and coats, while in Vietnam, they are often put together in one tray, causing confusion and wasting time.

According to a quick survey conducted by reporters of Nguoi Lao Dong Newspaper on August 1, nearly 500 readers agreed with the removal of the requirement to take off shoes and belts. Many passengers reported feeling inconvenienced, even annoyed, when having to do this, especially when traveling in a hurry.

In addition to the lack of improvements in the security check process, many passengers also complained about unreasonable service prices at airports, especially Tan Son Nhat and Noi Bai. A leader of a travel company specializing in welcoming international guests said that it took him 75 minutes to complete departure procedures at Tan Son Nhat, while the prices of food and drinks in the international terminal area were unusually high.

"A bottle of mineral water costs up to 90,000 VND, nearly twice as much as at Hong Kong airport (China), while a simple meal can cost from 500,000 to 700,000 VND, a price much higher than at many airports in the region," the businessman commented.

Passengers wait to check in at the international terminal, Tan Son Nhat airport Photo: Lam Giang

Applying technology in screening to improve airport service quality

According to experts, Vietnam can absolutely learn from international models and apply technology to improve the quality of security checks. For example, in the US, the TSA PreCheck program allows pre-registered passengers to pass through the checkpoint without removing their shoes, belts or removing electronic devices from their carry-on luggage. The average time for each check is just under 10 minutes.

In Europe, many airports have deployed new generation CT scanners, allowing carry-on luggage to be checked quickly without having to remove liquids or laptops. In Asia, Changi Airport (Singapore) is one of the pioneers in using artificial intelligence and smart sensors, making the control process both quick and safe.

According to Mr. Dang Hong Anh, this is a suitable direction if implemented synchronously, with a clear roadmap and alternative solutions. Improving the process will not only help reduce the burden on security forces but also contribute to improving the passenger experience and enhancing the image of Vietnamese aviation in the eyes of the international community.

Speaking with a reporter from Nguoi Lao Dong Newspaper, Mr. Le Truong Hien Hoa, Deputy Director of the Ho Chi Minh City Department of Tourism, stated that the quality of services at international airports such as Tan Son Nhat or Noi Bai is not only an issue of the aviation industry but also an important part of the travel experience chain of each tourist.

According to him, Ho Chi Minh City is the largest tourist city in the country, playing the role of a regional and international connection center. With more than 80% of international visitors arriving in the city via air, the first and last images that tourists remember about Vietnam are at the airport.

"The airport's low rating for passenger experience will certainly affect visitors' impressions, thereby affecting the ability to retain and attract domestic and international tourists to Ho Chi Minh City in particular and the whole country. We consider the AirHelp Score ranking as a wake-up call," said Mr. Hien Hoa.

The main reason, according to him, does not lie in the quality of service alone, but comes from the fact that infrastructure has reached its ceiling while passenger traffic increases by more than 10% each year. "Tan Son Nhat Airport is operating at 150% more than its designed capacity of 28 million passengers. This leads to flight delays and overloads at many stages, directly affecting the experience of tourists," he cited.

The solution being implemented synchronously by Ho Chi Minh City and related units is to expand infrastructure, standardize operations according to the cooperative management model and promote digital transformation in passenger services. When Long Thanh airport comes into operation, the Southern region will form an ecosystem of two airports with one international gateway, bringing a civilized and modern experience right from the first steps of tourists.

Mr. Hoa added that the Ho Chi Minh City Department of Tourism has proposed to continue to strengthen coordination with related sectors, especially aviation, to improve the quality of airport services. The application of digital platforms, such as integrating passenger information through chip-based citizen identification cards, automatic immigration and limiting passport stamping is a trend being implemented by many major airports in the world, helping to save time and increase service efficiency. "Without drastic changes, we will gradually lose our competitive advantage with Bangkok, Seoul or Singapore... where there are airports that offer modern, convenient and professional experiences for tourists," Mr. Hien Hoa emphasized.

Source: https://nld.com.vn/nang-chat-luong-dich-vu-san-bay-bat-tien-voi-quy-dinh-coi-giay-that-lung-196250801201832669.htm