ON THAT DAY, THERE WAS SUNSHINE IN MY HEART
This is the diary of Ms. Vũ Thị Mai Loan – Head Flight Attendant of Vietnam Airlines, recounting a special journey, taking care of a special customer.
On a flight from Sydney to Hanoi, the flight crew served a special passenger who was on a stretcher with a brain injury, accompanied by her daughter. Upon receiving the information, the crew immediately formed a team, held a detailed meeting about the passenger's condition, reviewed the procedures for serving stretcher patients, and prepared contingency plans for any unexpected situations that might arise during the flight.
Throughout the flight, with their expertise and dedication, the Vietnam Airlines flight attendants provided attentive service not only to ensure the safety of this passenger but also to listen to, empathize with, comfort, and encourage the family of the special passenger.
Vietnam's National Airline takes pride in its well-trained flight attendants who continuously participate in service enhancement courses to improve their knowledge, skills, and nurture compassion. The philosophy of “Customer-Centric” has become the guiding principle that gradually permeates the thoughts and actions of every individual at Vietnam Airlines.