CHANGE MANAGEMENT NAME OF TOPIC SOLUTIONS TO ENHANCE VIETJET AIRS QUALITY OF CUSTOMER SERVICE

MINISTRY OF EDUCATION & TRAINING THE STATE BANK OF VIETNAM HO CHI MINH UNIVERSITY OF BANKING -  - CHANGE MANAGEMENT NAME OF TOPIC: SOLUTIONS TO ENHANCE VIETJET AIR'S QUALITY OF CUSTOMER SERVICE Class Group Instructor Ho Chi Minh, 2022 TABLE OF CONTENTS Chapter Overview of VietJet .5 1.1 Basic overview of VietJet Air 1.1.1 Short overview of VietJet Air .5 1.1.2 Vision 1.1.3 Mission .5 1.1.4 Core value 1.1.5 The process of creation and development 1.1.6 Incredible Achievements and Awards 1.1.7 Results of VietJet Air activities 1.2 Strengths and Weakness .8 1.2.1 Strengths 1.2.2 Weakness 1.3 Opportunities and threats 10 1.3.1 Opportunities 10 1.3.2 Threats 11 Chapter Proposed changes 11 2.1 Reasons and motivations for change 11 2.1.1 Reasons for change 11 2.1.2 Motivantions for change 12 2.2 Contents and the change strategy 14 2.3 Purpose of the change 14 2.4 Content changes 15 2.4.2 Information on the timing and reasons for delays is provided to passengers promptly 16 2.4.3 Customer service during delays 17 Chapter Benefits and desired results 18 Conclusion 19 References 20 LIST OF TABLE Table 1.1 Business situation of VietJet Air Table 1.2 Net Revenue Table 1.4 Consolidated profit .8 Table 1.3 Profit before tax MEMBERS OF GROUP Number Full nam Huỳnh Lê Khánh B (Leader) Đặng Thị Khánh A Đinh Thanh Huyền Ngô Thị Kiều Nhu Quảng Thu Ngân Lê Thị Hà Vy Nguyễn Thị Minh CHAPTER OVERVIEW OF VIETJET 1.1 Basic overview of VietJet Air 1.1.1 Short overview of VietJet Air The first private airline in Vietnam, operating under the airline model since 2007, VietJet is officially known as VietJet Aviation Joint Stock Company It offers a range of low-cost services for customers to choose from Through cutting-edge e-commerce technology solutions, VietJet also meets consumers' needs for goods and services in addition to providing the air transportation Founded by the trio of T&C Group, Sovico Holdings, and HD Bank Ms Nguyen Thi Phuong Thao, a self-made Vietnamese woman millionaire and the CEO of VietJet Air, is the one who is pushing for the creation of the airline Currently, VietJet holds the Operational Safety Certificate and is a recognized member of the International Air Transport Association (IATA) (IOSA) 1.1.2 Vision To become a global airline group with an extensive regional and worldwide flight network, providing not only airline services but also consumer services across advanced e-commerce platforms; a trusted and highly prestigious brand in the eyes of travelers all over the world 1.1.3 Mission - To continuously expand our flight network nationally, regionally and globally; - To bring innovation to airline services; - To make air travel the most popular form of transportation for Vietnamese and all people around the world; - To bring happiness and satisfaction to our customers by offering outstanding services, always with a friendly smile 1.1.4 Core value “Safety - Happiness – Affordable Price - Punctuality” 1.1.5 The process of creation and development November 2007: The airline was established with a 600 billion VND original charter capital (equivalent to 37.5 million USD) December 2007: The airline had a formal business permit December 5, 2011: Launched the first round of ticket sales December 24, 2011: First flight from Ho Chi Minh City to Hanoi February 10, 2013: VietJet Air officially opened a route to Bangkok June 26, 2013: In Thailand, VietJet Air created a joint venture for aviation October 23, 2014: Proud to be named one of Asia's top 10 airlines January 31, 2015: welcoming the 10 millionth customer of the airline May 23, 2016: Completed placing the purchase for 100 Boeing 737 MAX200 planes November 8, 2017: Received new operator certificate in Thailand and announced Da Lat and Bangkok routes March 16, 2018: The opening of direct flights between Australia and Vietnam has been announced by VietJet Air In 2019: Opening more routes from Vietnam - Japan and becoming an official member of the Economic Federation of Japan – Keidanren In 2020: - Starting on September 4, 2020, ground services at Noi Bai Airport (Hanoi) were selfimplemented instead of being hired as before - Recognized by Payload Asia magazine as the "Best Cargo Airline of the Year" and the "Low-Cost Airline with Best Cargo Operations of the Year." - AirlineRatings.com, a famous organization that specializes in world safety and goods of international airlines, has rated the airline safety of VietJet at the highest level in the world with stars - Being one of the airlines that ensures steady employment for more than 5,000 employees while also enabling the company to successfully execute the objectives set by the General Meeting of Shareholders in 2020 In 2021: - The 10-year anniversary of the first flight (December 24, 2011 - December 24, 2021) - Receiving the first Airbus A330 wide-body aircraft - Signing a strategic partnership agreement with Airbus on the implementation of a contract for 119 ordered aircraft and cooperation in developing a wide-body fleet 1.1.6 Incredible Achievements and Awards VietJet has consistently received the top rating in the world for aviation safety from 2018 to the present, earning stars from AirlineRatings, a prominent organization that specializes in safety and product evaluation of international airlines Previously, AirlineRatings also rated VietJet as the world's best super-saving airline in 2020 A certificate of merit from the government awarded by Prime Minister Nguyen Xuan Phuc for their voluntary work VietJet was recognized "The Best Low-Cost Airline with Cargo Operations" and "The Best Cargo Airline of 2020" by Payload Asia Magazine VietJet was recognized the 2019 Best Place to Work in Asia by HR Asia Awards Ranked among the top 50 international airlines in 2018 for financial strength and performance, according to Airline Journal Many other achievements are recognized by organizations, such as: CAPA, World Airline Awards, Vietnam National Administration of Tourism, Vietnam Report, 1.1.7 Results of VietJet Air activities The total revenue and profit after tax of VietJet in 2021 were VND 12,875 billion and VND 80 billion, respectively As of December 31, 2021, VietJet has total assets of around VND 51,654 billion, a debt-to-equity ratio of only 0.9, and a liquidity index of 1.6, which ranks it in the top quartile for the aviation sector According to the financial report for the first quarter of 2022, compared to the same period in 2021, VietJet recorded a growth of 113% in pre-tax profit thanks to the quick recovery of the passenger transport business and the continued expansion of the cargo transportation business, with revenue growth in the first quarter of 2022 of 76% and 94%, respectively VietJet reported consolidated sales of 4,522 billion dong and profit after tax of 244 billion dong in the first quarter of 2022, up 12 percent and 98 percent, respectively, over the same time in 2021 Regarding air transportation revenue, VietJet earned VND 3,340 billion in the first quarter of 2022, an increase of 17% over the compared to the same period in 2021 This helped the airline generate an after-tax profit of VND 40 billion for the main business Year 2014 2015 2016 2017 2018 2019 2020 2021 Table 1.1 Business situation of VietJet Air Table 1.2 Net Revenue 1.2 Strengths and Weakness 1.2.1 Strengths Market share leader: VietJet became the airline with the largest domestic market share in 2018 as a result of adding additional routes, increasing flight frequency, connecting routes, and reducing operational costs per flight kilometer Due to the introduction of a new airline, Bamboo Airways, the percentage reached 46 percent and was maintained in 2019 at 45.4 percent The Covid-19 epidemic rapidly turned into a pandemic in the years 2020–2021, and VietJet immediately adapted to the new business environment, altering its market share aim with safety and comfort for its owners, which importance comes first Strategic relationships with partners: With a combined order volume of 371 new generation aircraft, Airbus and Boeing are the two top airplane manufacturers in the world Airline service providers (ground services, airline meals, maintenance facilities), airports, travel agencies, and transportation services are examples of suppliers Activated resources: VietJet has been supported by a crew of 5,330 extremely highly skilled and knowledgeable individuals during the Covid-19 storm Scale advantage: VietJet can invest in important specialized technology programs like AMOS, AIMS, AirFase, SFCO2, and Intellysis because of its scale and potential In-depth service: VietJet is proactive in risk management, quality, and safety with selfservice at Noi Bai International Airport, designated check-in places, and gates at main airports, SGN and HAN highest ground services and essential customers Diversified revenue: income is produced from a variety of sources, including supporting services, commercial aircraft operations, air transportation services, finance, and other profits (translation services) promoting services, fixing airplanes, etc Broad distribution channels: Customers from all around the world can actively register to buy tickets and service services for themselves and their loved ones easily and quickly through OTA retail channels on e-commerce systems (both websites and mobile phones) or general information channels 19001886 In addition, VietJet maintains a network of about 40,000 agents as well as local retailers both domestic and international Brand value: VietJet was recognized in the Top 50 Vietnamese Brands for the fifth consecutive year, beginning with a brand value of US$108.9 million, almost twice as much as the brand value originally released by Forbes in 2016 ($63.4 million) This may include the stock's current valuation and the investor's outlook for VietJet CASK (Cost per Available Kilometers - Total operating cost on rotating seats) Lowest: VietJet may set a policy of selling tickets for less than the going rate because of its low operational cost per seat every flight kilometer, which increases revenue while maintaining a healthy profit The benefit of scale will help VietJet actually reduce the CASK in the future because its weapons system develops New fleet: The fleet, which consists of 18 A320s, 38 A321ceos, 19 A321neos, and A330, is brand-new, modern, younger, and synchronous 1.2.2 Weakness Business alliance strategy: Despite having discussions with a number of LCC companies in Asia since the company's start, it currently does not have a joint venture partner The only connection at the moment is some commercial potential that cannot be realized (in Thailand) With just airplanes and content stores, Thai VietJet is a little airline Furthermore, it competes hard in the Thai market Although VietJet is a latecomer and the brand is not well known, Thailand is a market that is growing quickly The extension of brand strength outside of Vietnam has been limited by this Sale and leaseback operations (sale and sublease): This practice supports VietJet in earning quick profits The airline will eventually have to pay higher than usual rental fees as the life of the airplane lengthens, turning it into a weakness over time The company's brand and distribution network are strong in Vietnam, but they are still underdeveloped elsewhere Outside of Vietnam, things are radically different; VietJet is a new brand partner that not many people are aware of Overcrowding and flight delays: In April 2022, VietJet Air's correct time rate was 92.4 percent, down 5.4 percent from the previous month, according to the Civil Aviation Authority of Vietnam 1.3 Opportunities and threats 1.3.1 Opportunities Vietnam is emerging as a popular tourist destination, the number of visitors has surpassed 10 million This trend is expected to continue This is an opportunity for VietJet Currently, the airline has regular flights to Korea, Taiwan, Malaysia, Thailand, and Cambodia China is the largest source of tourists and the fastest growing Moreover, the geographical location of Vietnam is very convenient for transporting passengers from Southeast Asia to Northeast Asia Since Vietnam is still developing, many people prefer and are more ready to pay for lowcost airlines This is also why VietJet Air, a youngster, overcame Vietnam Airlines regarding market share in the previous two years After the Covid-19 epidemic was contained, customer demand for air travel increased thanks to government and state policies and initiatives like discounts on specialized aviation services, fees, and charges; a slight drop in the environmental protection tax on jet fuel; refinancing 10 support; and an extension of the tax payment timelines (VAT, corporate income tax, etc.) provides VietJet with a great chance to overcome obstacles and create support for recovery and development over the ensuing years 1.3.2 Threats The competitive environment in the aviation industry is increasingly fierce Leading Southeast Asian airlines such as AirAsia and Lion are planning to set up joint ventures in Vietnam Many low-cost airlines also see the potential of our country's market and are eager to jump in Slowing growth in the domestic market will pressure VietJet to rely more on the international market, which is not easy Besides, the growth of domestic tourism demand is currently 4-5 times higher than GDP growth, which is an unsustainable rate Customer demand is increasing, consumer behavior often changes, and fuel prices are constantly increasing Airport overload makes it difficult to open more routes and flight frequency People's incomes have significantly decreased as a result of COVID-19's effects on the global level, and as a result, there is a tendency to cut back on superfluous consumption, including the desire for overseas tourism Effects of fuel price volatility and the protracted war in Russia and Ukraine According to a VietJet Air representative, the airline would develop its business plan for 2022 based on a barrel of petroleum costing USD 80 VietJet Air will spend an extra 6,500–7,500 billion VND due to the current price of gasoline CHAPTER PROPOSED CHANGES 2.1 Reasons and motivations for change 2.1.1 Reasons for change Although low-cost airline VietJet Air can generate better profits than traditional airlines, businesses also encounter many scandals and complaints about VietJet's services According to the information of many passengers of VietJet Air, customers are very frustrated because VietJet's flight is delayed for many hours as well as the service attitude of VietJet Air's ground staff "Delay to many hours, to ask the staff, the attitude is very uncomfortable" It is important that VietJet Air does not notify, does not explain nor apologize to passengers for the incident, 11 changes the flight time, changes the whole flight without an apology, and does not notify customers In addition to the problem of overload and flight delays, VietJet also does not have much experience in the aviation service industry, such as operating experience, because currently according to information in the press or social networks, VietJet is probably an airline with many complaints from customers After all, VietJet Air has not taken measures to resolve sudden incidents for customers Therefore, VietJet Air needs to take reasonable strategic changes to improve the service experience and customer satisfaction because customer satisfaction is one of the key factors contributing to the long-term and sustainable development of the business In addition, issues such as inflation, rising fuel prices and the effects of the COVID-19 epidemic are also major external challenges that require VietJet Air to take practical actions to improve its ability to adapt to changes that bring competitive advantages to businesses 2.1.2 Motivantions for change Internal factors: Personnel: Some instability in the staff requires VietJet Air to take timely change actions According to much information in the press or on social networks, many employees are not professional when serving customers, and still have an unpleasant attitude towards customers when there is a problem with the check-in area and flight time Marketing: there are many bold strategies but also many potential risks to make customers turn away from businesses, such as the change campaign to adapt to the Covid-19 pandemic, VietJet launched a policy of reserving tickets but not receiving cash, free flight changes but losing the ticket difference has caused its customers to resent and demand a boycott of the above company fan page External factors Customers: Customers are the source of revenue for the business and customer satisfaction is one of the key factors businesses need to achieve if they want the business to succeed But currently, VietJet Air is receiving too many complaints from customers about its pre-flight service If the 12 airline does not make changes to address customer complaints and prolong this dissatisfied customer situation, it will most likely lead to customers turning away from VietJet Air Economics: This is a macro factor, so businesses cannot influence and change this factor Therefore, VietJet Air needs flexible strategies and changes to adapt to it - Growth rate: fluctuations in economic indicators may affect the growth rate of the economy and the aviation industry, leading to a direct impact on the business activities of enterprises - Inflation: inflation is a macro factor that always depends on many volatile factors that are difficult to determine and can affect the entire economy, significantly affecting the economy in general and businesses in particular - Interest rate: Besides inflation, the interest rate is an extremely important financial indicator that businesses must always monitor and update daily to come up with reasonable investment strategies Not every enterprise has a large enough amount of capital to conduct production and business organization, but most of them have to mobilize more from external sources, of which a common channel is through borrowing and bearing interest on the use of borrowed funds - Fluctuations in raw material prices: fuel costs account for the largest proportion of the total cost of the enterprise Fuel prices depend on a lot of economic and political factors around the world and are completely outside the control of the enterprise In the event of an increase in fuel prices, with competition from competitors in the same industry, it is not easy for enterprises to carry out fare increases to compensate for the cost of fuel - Sociocultural: The culture and habits of Vietnamese people are to travel by traditional means, cheap prices and shuttle to your place, and flexible points of departure and arrival Changing the travel habits of Vietnamese people is still difficult not to mention the procedures for buying tickets, checking in, and getting on and off the plane Currently, VietJet has not fully exploited the potential of geographical location, mainly serving the operation of transit flights, while the organization exploits the advantages of the ability to create passenger and cargo hubs such as Singapore, and Bangkok not has been exploited Therefore, VietJet Air needs to make efforts to fully exploit these potentials - Technological factors: 13 The rapid change of technology plays an important role in the organizational environment, laying the foundation for the present and creating breakthroughs in the future New technology is the basic condition that creates the development of the organization, especially in high-tech industries, and at the same time gives the organization a reconsider its purpose and mode of operation Management policies, telecommunications infrastructure and the Internet need to be developed to keep up with the requirements of the economy, withstand innovation, and lead the revolutionary trend 4.0 to seize opportunities and create economic value In the face of the rapid technology change, VietJet Air needs to act to keep up with this change, choosing for its business the most suitable technology, to create a competitive advantage and towards sustainable development 2.2 Contents and the change strategy Although delays are one of the common problems today at all airports and most airlines, airline customers may be familiar with or have contemplated their flight in advance However, if the waiting time is too long or delayed many times, it not only affects the customer's time and schedule but also creates feelings of boredom and frustration, for customers This is also one of the reasons customers have made harsh and bad comments and reviews for VietJet Air There are many reasons for flight delays such as technical errors or other reasons In terms of technical errors, during the maintenance process, the faulty aircraft needs to be repaired, the airline needs to delay the departure time to check for the safety of all passengers, and the airline will have a shortage of aircraft leading to many flight delays Besides technical errors, there are many other causes such as weather, natural disasters, security problems, late arrival of the plane, Therefore, it can be seen that no matter how hard the airline tries, it is difficult to completely end the delay, because the cause does not come from the airline personally, but also depends heavily on other external conditions 2.3 Purpose of the change There are many comments from the executive about VietJet Air's customer service being too weak, which is caused by a lack of personnel and unprofessional human resources Bad customer service makes VietJet receive a rain of criticism as well as brings a bad image of an airline specializing in "delay" and unstable service attitude In the face of negative reactions from customers, VietJet Air needs to take timely action to solve the problem of flight delays 14 Due to the difficulty in trying to completely end the possibility of delay in the short term, the first thing VietJet needs to change is to improve customer service 2.4 Content changes 2.4.1 Upgrade the check-in system Upgrade the check-in system: Quick and efficient boarding and baggage check procedures Although VietJet has integrated automatic check-in server technology - Check-in kiosk at the airport and its destinations And also web check-in - check-in service through the website www.VietJetair.com with quick and easy operations Both systems help minimize the number of passengers checking in at the check-in counter, customers reduce waiting time, proactively get on board, and save time with high information safety and security But there are still some problems in VietJet Air's check-in process that make customers wait a long time when checking in and the delay is still quite high  The problem may come from technology: The server system is located in Canada and the problem it has is out of control or VietJet can only partially control it That is, it is impossible to predict when the system will malfunction  The remaining problem can come from how to react and handle when the system malfunctions and this is something that VietJet can control as well as have changed strategies, to ensure the interests of customers After the check-in system malfunctioned, in addition to notifying delays and flight delays, VietJet hardly made any other moves Causing thousands of passengers to wait for hours, causing congestion at the check-in area at the airport Many customers are very frustrated and think that VietJet is not responsible, and needs to operate more reputably, need solutions so that customers not have to wait for languishing, lying around waiting for flight time for so many hours Moreover, in many cases when customers contact the airline, they always face an overload that cannot be solved But if the customer requests to cancel the flight, the airline does not agree Proposed changes: Upgrade the server system as well as the online check-in system Fingerprint biometric technology, and face and retina recognition can be applied, so that the process of carrying out the procedure takes place more quickly Identity identification takes place throughout 15 from check-in to boarding Normally, this process can make customers wait for hours, most of which have to arrive at the airport 2-3 hours in advance to wait for check-in Applying biometric kiosks at airports may help VietJet Air improve the user experience, thereby increasing satisfaction when using the service At this time, the client is given a photo of the face and verified through the passport After that, at the electronic security gates and boarding gates, customers are also automatically identified This technology allows integration across all stages of the boarding journey Instead of having to spend about to hours to check-in until the time of flight, customers only spend a few tens of seconds to a few minutes because now they only need to identify themselves time The data of that first scan will be stored on the system and shared with all other stages According to Thales Group, a leading corporation providing automation technology, security and defence services, the integration of this technology can save customers 80% time 2.4.2 Information on the timing and reasons for delays is provided to passengers promptly When a malfunction occurs, it may be due to technical errors, security, or bad weather, flights may be cancelled or the time frame change is an unintended incident but often discharges at airlines and VietJet is no exception According to statistical data on overload and frequent flight delays: data from the Civil Aviation Administration of Vietnam, in April 2022, VietJet Air ranked 2nd with an on-time rate of 92.4% Although delay is the general condition of all airlines, why Is VietJet a name complained about by customers quite a lot even though on the statistical rate VietJet has the second most punctuality rate after Bamboo Airways The first factor to help passengers easily sympathize and wait in a proactive position for that time is that VietJet needs to notify the flight delay or cancellation information along with the cause as well as the exact time of the delay Weather is probably a force majeure reason, but technically or security, the airline needs to inform and take corrective measures as well as estimate the troubleshooting time so that passengers know the cause of the airline's encounter and can make adjustments to the customer's travel schedule 16 VietJet's current way of notifying is via message boards at the airport, messages and mailings to personal information that passengers have previously provided It can be seen that this form of notification is not highly effective, maybe they not promptly view messages or mail for many reasons, so the information that comes to them late leads to improper personal planning leading to dissatisfaction Proposed change :  Notification through the call system to passengers: instead of sending a message by phone or mail, the call connected by the system helps customers easily capture information because many people not have the habit of viewing the message, the call helps everyone to recognize the information in time  In order to resolve complaints and requests of passengers when an incident occurs, it is necessary to arrange additional equipment and staff to avoid overloaded switchboards, passengers cannot communicate, there is no receiving department to handle them in time  For cancelled flights: it is necessary to set up a staff system to assist passengers in converting to another flight with an appropriate schedule, check-in instructions and a change process to help satisfy customer needs while ensuring benefits for businesses Although it is only small changes in customer service, it can contribute to improving the quality of service, helping customers not to be too upset when the flight has a change and have a timely and appropriate solution to ensure the work schedule In addition, in order to improve the efficiency of the communication and dialogue process with customers, VietJet Air needs to focus on training and developing staff Training attitudes and skills when dealing with customers, combined with direct supervision checks to limit and eliminate the situation of employees with bad attitudes towards customers From there, improve the quality and image of the company in the eyes of customers 2.4.3 Customer service during delays VietJet Air can organize customer services during delays, right at the airport - where customers have to wait From there, it will somewhat limit the negative feelings of customers Proposed change: add free entertainment and relaxation services for customers while waiting to fly 17  Reading services: Design bookshelves and bookcases of various genres to suit a wide range of customers Along with that will be a reading space to create a sense of comfort and relaxation for customers  Entertainment gaming service: VietJet Air needs to generate in a small area at the airport lounge to decorate some automatic game machines, there are simple and fun entertainment games for customers to experience  Rest service: VietJet Air can create a resting space for customers with health problems (elderly people, pregnant mothers, babies, ) This area will be different from the queues at the airport It will be an area built by VietJetAir and unique Make a difference between VietJet Air and other airlines  Speedy beauty service: can add simple, automatic tools so that customers can refurbish themselves such as nail, makeup, In the areas where these services are organized, VietJetAir needs to install flight bulletin boards so that customers can easily capture information about their flights and arrange for staff to promptly answer if customers have any questions CHAPTER BENEFITS AND DESIRED RESULTS Resolving unnecessary negative complaints and enhancing the image in the eyes of customers: The effort in improving the quality of service helps VietJetAir to show its interest in customers and will partly limit the negative feelings of customers, improve customer satisfaction when using its products and services Thereby, assisting to enhance the company's reputation with customers Enhancing competitive advantage: existing advantages such as reasonable price and high coverage, combined with good service quality will help VietJet Air improve its competitive advantage and meet the increasing needs of customers Reducing the delay rate: invest in and apply an automatic online check-in system with fingerprint biometric technology, face and retina recognition, and limiting cumbersome documents and procedures, helping to shorten the check -in time, reducing congestion in the check-in area, and will contribute to the flight being able to take off on time Improving revenue: when the delay rate decreases, flights will be taken off more on time and limit delays caused by the late arrival of aircraft This is the basis that helps VietJet Air to organize more flights during the day, and improve revenue for businesses 18 CONCLUSION VietJet Air – a private airline that has survived to this point and is considered a private airline with great potential in the future, has a separate path compared to private airlines that have "broken their wings" Although VietJet Air is gradually affirming its trust in the eyes of customers, besides that, despite many efforts, efforts, and thinking that is not constrained but quite open, VietJet Air still encounters elementary errors, which also depends on the media perspective of VietJet Air But there is no denying the achievements of the business, with the participation in the aviation market at the beginning of this decade, VietJet has contributed to the "popularization" of the aircraft - an expensive means of transportation accessible to only 1% of the Vietnamese population, becoming a luxury "car" to many people Thanks to VietJet Air, customers have access to the most advanced type of service, learn how to queue on board and turn off their phones in public In a way, low-cost aviation is "learning a new way of life for millions of Vietnamese civilians." Unlike Vietnam Airlines, it always positions itself only for successful businessmen or elegant ladies 19 REFERENCES Khách hàng xúc VietJet Air chậm chuyến, khơng lời giải thích (2017, June 22) Trithuccuocsong.Vn Retrieved July 22, 2022, from https://kienthuc.net.vn/kinhdoanh/khach-hang-buc-xuc-vi-VietJet-air-cham-chuyen-khong-loi-giai-thich889879.html Chiêu trò VietJet chiến dịch marketing (2021, May 20) oritoeicdreamjob.com Retrieved July 22, 2022, from https://oritoeicdreamjob.com/tin-tuc/chieu-tro-cuaVietJet-trong-cac-chien-dich-marketing.htm Trang thông tin dành cho nhà đầu tư VietJet (2020) VietJetair.Com Retrieved July 23, 2022, from https://ir.VietJetair.com/Home/Menu/bao-cao-thuong-nien? gclid=Cj0KCQjw8uOWBhDXARIsAOxKJ2EuC4c8dAa0s6vX5VfQ6UHhmV DV4U2KlhoVkOVHnMCYyS7nVEUF9oEaAj6wEALw_wcB 20 ... changes in customer service, it can contribute to improving the quality of service, helping customers not to be too upset when the flight has a change and have a timely and appropriate solution to ensure... company in the eyes of customers 2.4.3 Customer service during delays VietJet Air can organize customer services during delays, right at the airport - where customers have to wait From there,... quality of service helps VietJetAir to show its interest in customers and will partly limit the negative feelings of customers, improve customer satisfaction when using its products and services