This event marks an important step forward in the comprehensive digital transformation roadmap and the 5-star airline positioning strategy. The operation of the new generation website not only helps optimize online ticket sales channels, but also lays the foundation for a digital infrastructure that plays a central role in Vietnam Airlines' digital transformation strategy.
In the context of consumer behavior shifting strongly to the online environment, Vietnam Airlines identifies the digital platform as a key factor to enhance customer experience and increase competitiveness. The new website is developed in line with major orientations on digital transformation, e-commerce and modern technology application, while standardizing experiences according to international 5-star service standards.
Mr. Dang Anh Tuan, Deputy General Director of Vietnam Airlines, emphasized: "The new website is not just a technology product, but part of a long-term strategy to make Vietnam Airlines a leading digital airline in the Asia-Pacific region. This is where customers can fully feel the service spirit, brand identity and customer-centered philosophy of Vietnam Airlines.
Compared to the previous version, the new website is designed in a modern, youthful, and friendly direction, more suitable for customers. The layout is reorganized to help customers focus on key operations such as buying tickets, booking management, procedures... Flexible navigation bars and scientifically arranged ticket booking flows help shorten operation time and limit errors in the booking process.
A noteworthy point is that the area introducing ticket classes is inspired by boarding pass design, allowing passengers to quickly compare benefits between Economy Class, Special Economy Class and Business Class. Color, image and layout elements are carefully selected, both expressing modern spirit and recalling Vietnamese cultural values, factors that make up Vietnam Airlines' own identity on the international aviation map.
In particular, the new website integrates smart AI chatbots, playing the role of digital assistants to support online customer care 24/7. With fast, accurate response and multilingual support, chatbots help optimize information search time. Along with the multi-channel customer care system, AI chatbots integrated on the website contribute to completing Vietnam Airlines' customer care system, shortening response time and improving the efficiency of interaction with customers, bringing a friendly and seamless service experience.
Besides the interface, the new website is strongly upgraded in terms of experience personalization capabilities. Based on behavioral data analysis, search history and geographical location, the system can automatically suggest itinerary, incentives and services suitable for each customer. Visitors who visit for the first time will be reminded of outstanding destinations, while returning visitors can quickly access itinerary or services they were interested in. Incentive messages, reminders to book unfinished tickets or suggested auxiliary services are displayed at the right time, contributing to supporting decision-making without causing a feeling of annoyance.
The new website is also developed according to ecosystem thinking, allowing passengers to manage the entire journey on a unified platform. In addition to booking air tickets, customers can proactively buy more luggage, meals, choose seats, upgrade seats, manage bookings, and monitor flight and baggage status in real time. In the near future, Vietnam Airlines plans to expand the integration of auxiliary services such as hotels, tours and incentives exclusively for Golden Lotus members, gradually completing the continuous experience before, during and after the flight.
The new website is developed with technology partner FPT Corporation, using Adobe's content management and customer experience management systems and placed on a cloud-native platform, helping to increase page loading speed and ensure stable operation even during peak periods. Ticket booking flow is optimized for response speed, smooth operation and adaptability on many devices, from computers to mobile phones. The website also complies with WCAG content display standards of the World Wide Web (W3C), meeting the requirements of US authorities for access for people with disabilities.
The launch of the new generation e-commerce website shows Vietnam Airlines' determination to invest methodically in digital infrastructure, considering technology as a lever to improve competitiveness and service quality. "We will continue to upgrade and expand digital services, putting customer experience at the center, so that every journey with Vietnam Airlines is not only convenient but also brings sustainable emotions and values," Mr. Dang Anh Tuan affirmed.
In Vietnam Airlines' digital transformation picture, the new website is not only a technology product, but also an affirmation of the long-term vision of Vietnam Airlines on the journey to conquer 5-star standards and deeply integrate with the world aviation industry.
