Phú Quốc International Airport. — Photo baochinhphu.vn

HÀ NỘI — Deputy director of the Civil Aviation Authority of Việt Nam (CAAV) Đào Xuân Hoạch has ordered airlines and relevant units to take measures to improve service quality and the passenger experience amid recent delays and congestion at Phú Quốc International Airport.

During the peak period from now until the end of March 2026, the CAAV has required airlines operating at the airport to strictly comply with slots approved by the authority and to proactively review and adjust flight schedules well in advance to minimise delays and off-schedule operations.

Airlines have been urged to closely coordinate with the CAAV and the airport on slot coordination and confirmation, as well as in planning, adjusting operations and handling arising issues, especially international charter flights operated with wide-body aircraft.

Airlines must also assign authorised personnel to actively coordinate with airport agencies and units to monitor and address situations that may affect both their own operations and overall airport activities.

During the handover of Phú Quốc International Airport’s aviation infrastructure assets to the new operator, the CAAV has instructed Airports Corporation of Vietnam (ACV) to ensure safety, continuity and uninterrupted operations.

The private Sun Group officially assumed management and operation of Phú Quốc International Airport in accordance with Vietnamese law from January 1, 2026.

ACV has been asked to coordinate with and support Sun Phú Quốc Airport Joint Stock Company in management, operations, human resources, and technical equipment during the initial handover phase to maintain stable and safe operations and service quality.

Sun Group’s Phú Quốc International Airport branch has been tasked with coordinating with airlines and relevant units to comprehensively review and reassess operational procedures, manpower allocation, equipment, vehicles and peak-hour operations, particularly during the 9am to 11am time slot.

The airport operator has also been required to work closely with the Southern Airports Authority, the Immigration Department (A08), customs authorities and airlines to streamline passenger flows and prevent congestion in space-constrained service areas.

Hoạch asked all relevant agencies and units to instruct frontline aviation staff who directly interact with passengers to maintain a professional, respectful and attentive service attitude, while firmly handling disruptive or aggressive passenger behaviour that affects airport operations.

Additional measures include strengthening ground handling coordination for international wide-body charter flights, promptly identifying and addressing issues that may disrupt operations and implementing plans to expand passenger service areas at check-in counters and restricted zones within the terminal to improve convenience and service quality.

Previously, the Ministry of Construction issued Decision No. 2405/QD-BXD granting an airport business licence for Phú Quốc International Airport to Sun Phú Quốc Airport Joint Stock Company, a subsidiary of Sun Group.

The decision took effect from January 1.

Under the decision, the company is responsible for fully managing, operating, exploiting and maintaining aviation infrastructure, ensuring the smooth operation of Phú Quốc International Airport. — VNS