Ms. Le Kim Cuong is a Vietnamese native living and working abroad. According to her feedback, her husband is visually impaired and whenever their family visits Vietnam, they always feel anxious and pressured from queuing in long lines without a priority lane (or if there is one, there are no signs or staff guidance at the airport).

After waiting to be stamped, when it comes to removing shoes and going through security gates, nobody knows how to handle situations when encountering people with disabilities. For a normal person, the above things seem very simple, but for a visually impaired person, it is not easy.

Ms. Cuong also noticed that very few staff members would recognize the cane of a blind person and be thoroughly trained to handle situations professionally when there is a person with a disability at the airport. Ms. Cuong always has to try to explain and receive a dismissive attitude or indifferent facial expression from staff members.

Her family has traveled to many countries around the world, and the priority lane for the elderly, people with disabilities, and pregnant women, as well as women traveling with young children, is obvious and easy to see, even staff members will guide them attentively. But at Tan Son Nhat Airport, Ms. Cuong found that this was not yet clear or not given enough attention.

Through the Government E-Portal, Ms. Cuong hopes that the competent authorities will consider improving the above situation.

Regarding this issue, the Civil Aviation Authority of Vietnam, Ministry of Transport responded as follows:

According to the regulations in Article 4 of Circular No. 36/2014/TT-BGTVT dated August 29, 2014 on the quality of passenger services at airports, service providers at airports must develop a passenger service process, including for passengers using special services.

In addition, Article 6 of Circular No. 36/2014/TT-BGTVT stipulates that airlines have a responsibility to "define the content of passenger services that require assistance, passengers with disabilities, illness, elderly passengers, women who are pregnant, children traveling alone without a companion in the process of boarding the aircraft".

Therefore, passengers requiring special assistance should inform the airline staff at the check-in area to receive assistance in completing airline procedures, immigration procedures, and security checks at the priority lane.

At the time when Ms. Le Kim Cuong made the complaint, the priority lane at the international security checkpoint only had a sign indicating priority for passengers using wheelchairs, lacking information for people with disabilities.

Currently, in response to the feedback from passengers, Tan Son Nhat International Airport has added a sign in front of the priority lane for passengers who need assistance, such as passengers over 70 years old, pregnant women, children under 2 years old, and people with disabilities at the airport security checkpoint in the international terminal.

In the spirit of responsiveness, the Ministry of Transport and the Civil Aviation Authority of Vietnam appreciate Ms. Le Kim Cuong's valuable contribution and will request the Airports Corporation of Vietnam to ensure that airline staff who regularly interact with passengers maintain a courteous and polite attitude while performing their duties, and at the same time, strengthen support for elderly, disabled, women traveling with babies, and passengers who require special assistance to ensure quality passenger service.