From 12 to 16 October 2026, Airports Corporation of Vietnam (ACV), in collaboration with the International Air Transport Association (IATA), organized the training course “Total Quality Management at Airports and Customer Service” at the Training and Development Center of Tan Son Nhat International Airport. The course was a key component of ACV’s Ground Operations and Services Training Program.

The course was led by Mr. George Karamanos, a member of the ACI World Economics Committee and the CMO Council, and brought together managers, specialist and key personnel from ACV’s Marketing, Commercial, Strategy, Quality Management, Operations and Customer Service departments.

Overview of the training course “Total Quality Management at Airports and Customer Service” at the Training and Development Center of Tan Son Nhat International Airport.

Mr. George Karamanos, an IATA expert, delivers the training and shares international best practices with participants.

Throughout the five-day course, participants strengthened their knowledge of Total Quality Management (TQM) and learned how to integrate TQM principles into business strategies. The program also provided a structured approach to Customer Experience Management in line with international standards.

ACV participants actively engage in discussions and develop customer journey maps.

Combining theoretical knowledge with practical applications, the course featured case studies, customer journey mapping exercises and group projects. Through these activities, ACV personnel collaborated to develop and present practical TQM plans aimed at addressing real-world challenges in daily airport operations. Upon completing the course assessment, participants were awarded official IATA certificates.

ACV personnel present service quality improvement plans tailored to operational realities.

The course reinforced a key message: Excellence in service quality requires a seamless integration of facilities, processes and people.

ACV’s continued investment in human resource development in collaboration with IATA demonstrates its strong commitment to enhancing service quality and operational excellence. Through these efforts, ACV aims to deliver safer, smoother and more seamless journeys, while providing an outstanding experience for every passenger.

News and photos: Safety and Quality Control Department