"I have grown to love Vietnam even more after this incident. I intend to visit again!" – These heartfelt words were part of a gratitude email sent by Ms. Kumiko Nagai, a Japanese tourist, to Noi Bai International Airport (NIA) shortly after her return home.

A crisis just hours before departure

The incident occurred on the night of March 26, 2026, at Passenger Terminal 2. Just a few hours before her flight to Narita, Ms. Kumiko Nagai realized with horror that she had left her most vital belongings at her hotel in the city center. Inside the forgotten bag were her passport, wallet, and all her credit cards—items she described as being "second only to my life in importance."

Amidst the vast, bustling airport and the overwhelming anxiety of a nearing midnight flight, the Japanese traveler sought help at the Information Counter, where she met Ms. Pham Thi Thuy Nga—a dedicated staff member of the NIA Information Team.

Dedicated service and professional integrity

Upon receiving the urgent request, Ms. Thuy Nga immediately stepped in to calm the passenger and acted as the vital "link" in a race against time. She quickly contacted the hotel to verify the location of the bag while simultaneously coordinating with a taxi driver for an express delivery to the airport.

Thanks to her decisive and devoted efforts, the bag "landed" safely at the airport and was handed over to Ms. Kumiko just moments before the boarding gates closed. Deeply moved by the assistance, the Japanese guest offered a gift as a token of appreciation, but Ms. Nga politely declined with a humble smile. For her, it was simply her duty and the professional ethics expected of someone serving at the capital’s gateway.

Promoting the image of a hospitable and honorable Vietnam

In her follow-up email to the airport, Ms. Kumiko could not hide her emotions: "Thanks to Ms. Nga’s help, I was able to return to Japan with peace of mind. I truly express my heartfelt gratitude for this kindness."

Ms. Pham Thi Thuy Nga’s story is more than just an example of "good deeds" at Noi Bai International Airport; it is a vivid testament to the power of selfless kindness. These quiet, sincere actions have contributed to portraying Vietnam as a professional, dedicated, and honorable nation in the eyes of international friends.

We believe that a traveler’s trust and love for Vietnam do not come from slogans, but from the genuine smiles and support found right here—at the first and last touchpoint of every journey.