Understanding by Surveys to Bring More Success
“When I was small, I always looked up at Vietnam Airlines logo with the flying stork on the background of the full moon, dreaming of one day “riding” the stork to visit places. The dream has come true! I have traveled with many airlines around the world and noticed Vietnam Airlines’ great progress in fleet quality, ground service, flight attendants… Such an improvement is not only reflected in Skytrax 4-star evaluation but also comes from fair and objective compliments by international passengers extended to Vietnam Airlines.”
Duong Binh, a Lotusmiles member, sent in these sincere words during a Vietnam Airlines customer survey that was just wrapped up on September 6, 2021.
In order to better understand the needs and desires of passengers and Lotusmiles members, Vietnam Airlines conducts regular customer surveys. Nearly 3,000 randomly selected members have responded to questions about incentives, services, methods of mile accumulation, award redemption etc. Finally, all categories were rated 4 or above on a 5-point scale, showing passengers’ satisfaction with Vietnam Airlines service quality in general and the Lotusmiles Program in particular.
Especially, the airline’s flexible policies such as recent incentives for card and bonus mile extension, reduction of card upgrade criteria etc. to protect members’ interests during the epidemic period are highly appreciated by Lotusmiles members. The policies give passengers more trust to stay attached to the airline.
Many members have proposed new policies in line with the epidemic situation such as flexible ticket exchange, additional service packages to be claimed by bonus miles such as pickup by Business Class vehicle between the plane and the terminal, upgrade to Business Class…
In addition, many members said they wished to have a new feature that would allow them to spend Lotusmiles miles by card swiping, similar to a bank card.
Certainly, all the contributions by Lotusmiles members, the most important passengers, are highly appreciated and the feasibility of their proposals is seriously considered for implementation.
Tasked with the mission of being the national carrier, Vietnam Airlines always strives to improve the quality of products and services in order to provide passengers with inspiring flying experiences, which deserve the encouragement by member Duong Binh.
“With the symbol of a glorious golden lotus and the flight attendants’ passionate ao dai (long dress), Vietnam Airlines carries the image representing the country and the Vietnamese people everywhere. I will definitely recommend Vietnam Airlines to friends and relatives to promote my Fatherland as well as to make a practical move in helping Vietnam Airlines overcome the difficult period due to the pandemic”.
