On May 2nd, the Passenger Service Quality Action Committee (CS Committee) received a heartfelt thank-you letter from a Korean male passenger. In the letter, he expressed his deep gratitude for the dedicated support provided by two staff members at the Information Counter – Noi Bai Airport Operations Center – after he accidentally left his phone in a vehicle traveling from Sa Pa to the airport.
According to his account, while preparing to check in for his return flight to South Korea, he realized that he had forgotten his important mobile phone on the shuttle bus. He immediately approached the information counter for assistance. At that time, Ms. Nguyễn Thị Ánh Minh was on duty. After receiving the report, Ms. Minh promptly contacted the transport company's switchboard to verify the situation. Upon confirmation that the phone had been found, she proactively requested the transport company to send the phone back to the airport as soon as possible for the passenger.
Later, during the shift change, Ms. Hoàng Thị Thảo took over the case, actively reaching out to the transport company again to obtain further details such as the license plate number and the driver's phone number. She worked closely with the passenger to track and ensure the safe return of the lost phone.
With less than three hours remaining before his flight, thanks to the flexible, dedicated, and professional coordination of the two information counter staff members, the passenger successfully recovered his important belongings and was able to complete his return journey. Shortly after arriving back in Korea, he sent a letter to express his appreciation to Noi Bai International Airport for the wholehearted support he had received—offered without expecting anything in return. He noted that this experience left him with a very positive impression of Vietnam, especially of the warm and hospitable people at Noi Bai International Airport.
“I truly want to thank the two staff members. I now have wonderful memories of Vietnam. Thank you, Ms. Hoàng Thị Thảo and Ms. Nguyễn Anh Minh!” – excerpt from the passenger’s letter.
Such small but deeply human acts contribute to spreading the image of Noi Bai International Airport as dedicated – professional – modern, affirming its position as a friendly international aviation gateway to Hanoi.
With round-the-clock staffing, Noi Bai International Airport’s information staff are always present at passenger terminal counters to assist travelers, leaving a lasting positive impression of the airport and reinforcing the image of Hanoi’s friendly and welcoming people. Passenger feedback is always welcome and can be sent to: cs.han@acv.vn.