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Key Concepts:

• VNID (Vietnam National Identity Application)
• Kios tự phục vụ (Self-service kiosks)
• Hệ thống sinh trắc học (Biometric system)
• Chuyển đổi số (Digital transformation)
• Thủ tục hàng không (Aviation procedures)

Summary of Vietnam Airlines' New Aviation Procedures

Vietnam Airlines is implementing a new, streamlined process for domestic flights across all airports in Vietnam, aiming for a faster, more efficient, and self-directed passenger experience. This initiative leverages the VNID application and self-service kiosks to significantly reduce processing times and enhance customer satisfaction.

1. Streamlined Check-in Process

• For passengers without checked baggage: The entire check-in process, from ticket purchase to boarding, can now be completed entirely through the VNID app or at self-service kiosks. This includes online check-in and security screening.
• For passengers with checked baggage, unaccompanied minors, the elderly, or those requiring special assistance: These passengers will continue to be served at traditional check-in counters.

2. Implementation and Initial Observations

• Despite the deployment of dozens of self-service kiosks at Tan Son Nhat Airport's Terminal 3, the area was observed to be relatively quiet on the morning of the implementation.
• Many passengers, unfamiliar with the new regulations, still gravitated towards traditional check-in counters. This necessitated continuous guidance from support staff to redirect passengers to the appropriate self-service channels.

3. Passenger Feedback and Benefits

• Anh Mạnh, a frequent flyer, noted a significant improvement compared to previous congested check-in experiences. He highlighted the capacity of the new system: "This is great because it caters to so many people. With twenty to thirty machines, it can serve many more people compared to just a few counters upstairs where the queues were very long."
• He further commented, "This is a wonderful initiative. It reduces the hassle for passengers and saves time. This new check-in process generally reduces administrative procedures and related waiting times, making people very satisfied."

4. Technical Process and Integration

• VNID Integration: Passengers need to log into VNID with Level 2 authentication, access the "Aviation Services" section, select "Online Check-in," and consent to data sharing.
• Airline App Handover: The system then transfers the passenger's information to the airline's application to complete the check-in process.
• Airport Experience: Upon arrival at the airport, passengers simply need to scan their biometrics at the security gate and the boarding gate.
• Kiosk Functionality: "All these check-in counters are equipped with the IQ system, which allows airlines and ground handling companies to process passengers at any location within the terminal."

5. Broader Impact and Objectives

• Biometric System Rollout: Since early December, following Directive 24, the aviation sector has been implementing a biometric system integrated with VNID for all domestic flights.
• Key Objectives: This initiative aims to:
  • Enhance the passenger experience.
  • Reduce congestion at airports.
  • Promote digital transformation across the entire aviation industry.

Conclusion:

Vietnam Airlines' adoption of VNID and self-service biometric kiosks marks a significant step towards modernizing domestic air travel. While initial adoption may require passenger education, the long-term benefits of reduced waiting times, increased efficiency, and a more autonomous passenger journey are substantial. The integration of the biometric system with VNID is a core component of the industry's digital transformation strategy, promising a smoother and more technologically advanced travel experience for all.