According to the AirHelp Score 2025 ranking - one of the globally reputable airport quality assessment systems, Tan Son Nhat International Airport (HCMC) and Noi Bai International Airport (Hanoi) are both in the bottom group for passenger experience.
Among the 250 airports ranked this year, Tan Son Nhat airport ranks 248th with a total score of 6.21.
Of which, international passengers rated the accuracy rate at 6.1; passenger ratings at 6.6 and food - shopping services were rated at 6.1.
Noi Bai Airport ranked 242 with a total score of 6.71, including 6.4 points on time; 7.2 points from passengers and 7.1 points for the food - beverage area.
Vietnam's two largest airports are rated significantly lower than the top three: Cape Town International Airport (South Africa) with 8.57 points; Doha Hamad Airport (Qatar) with 8.52 points and Riyadh King Khaled Airport (ose Arabian Sea Ut) with 8.47 points.
AirHelp said the ranking only selects the 250 busiest and most popular airports globally, based on more than 4,000 existing airports.
The score is calculated based on three main criteria: punctuality (accounting for 60%), customer service quality (20%) and food - beverage services (20%). Data comes from an internal system of flight schedules, surveying more than 13,500 passengers from 58 countries and evaluating them directly at the airport.
On-time operation is considered the key factor in improving the passenger experience. A flight is considered on time if it arrives within 15 minutes of the original plan. For example, a score of 8.5 is equivalent to 85% of flights on time.
Notably, despite its low rating in AirHelp Score, Noi Bai airport is still on the list of 100 best airports in the world in 2025 announced by Skytrax, ranked 79th (up 17 places compared to 2024) and this is the 7th time Noi Bai has been honored by this organization.
In addition, Da Nang International Airport, the remaining representative of Vietnam in the top 100 Skytrax 2025, was not included in the AirHelp ranking. Meanwhile, Da Nang International Terminal T2 has met 5-star Skytrax standards for two consecutive years - a title that by 2025, only 19 airports and 5 terminals worldwide will own.
Tan Son Nhat Airport was also once recognized by Skytrax as one of the top 10 best airports globally to serve 20-25 million passengers per year (in 2021), showing that there is still potential for improvement if infrastructure, service and operational factors are more focused on.
