An airport can either be a place people long to return to, or somewhere they simply want to leave as quickly as possible. The difference lies not in the size of the terminal or the number of flights, but in how people are welcomed, guided, served, and how they feel when entering that space.
My first time at Changi Airport in Singapore, I was quietly amazed by how gentle everything felt. No blaring announcements, no chaotic crowds, no confusing signs or cramped waiting corners. Instead, there was natural light, greenery, and cleverly arranged functional areas—from rest zones and workspaces to cafés with reasonable prices. There’s even an indoor waterfall, art installations, comfortable seating, and clear, up-to-date information screens. People arrive early at Changi not out of fear of missing their flight, but to enjoy the space as part of their journey.
It all begins with a simple philosophy: putting passenger experience at the center. Check-in and security procedures are streamlined thanks to automation, smart queue management, and proactive support staff. Services inside the airport are standardized in both quality and pricing, with costs similar to those outside the terminal, transparently listed and user-friendly. Passengers aren’t caught off guard by unexpected expenses, and there are always options to fit different needs. Duty-free offerings are diverse and consistently priced.
In Vietnam, especially at Tan Son Nhat Airport—which receives tens of millions of passengers each year—the experience is noticeably different. I often arrive early not to relax, but to account for potentially long check-in and security queues. Waiting times can be considerable, especially during peak hours. Seating areas are limited, and many sections lack amenities for night flights or travelers with special needs.
Service prices in waiting areas are often significantly higher than outside the airport. While this may make business sense, many international terminal items are priced in USD rather than VND, which can feel alienating for local travelers. Many people choose to skip meals, eat before arriving, or bring their own food—an unfortunate outcome for a space meant to be welcoming and accessible.
Meanwhile, neighboring countries like Thailand, Indonesia, and the Philippines have started shifting towards a passenger-first mindset. Their major airports are being redesigned not just for expansion, but to become attractive destinations themselves: more beautiful, smarter, easier to navigate, and more humane.
We can absolutely do the same. An airport doesn’t need to be overly luxurious or high-tech—it just needs to be designed with empathy. When travelers feel welcomed instead of rushed, when flying becomes an experience rather than a chore, the airport becomes a national asset.
And one day, I hope when people talk about Tan Son Nhat, they won’t recall the crowds, exhaustion, or high prices—but rather a pleasant, friendly place worth coming back to. That will be the moment when our aviation industry truly takes flight—fueled by trust and the satisfaction of every single passenger, as part of the beautiful journey that is visiting Vietnam.
