Noi Bai International Airport (NIA) stands as Vietnam's second-largest airport, serving a crucial role as the primary aviation gateway to the capital city of Hanoi. Upon arrival at Noi Bai, two aircraft were found with nails in their tires, reporting no severe consequences. This situation prompted discussions about NIA's safety and security management on news websites and social media platforms.
The team carefully weighed factors before formulating the initial response, considering the public perception and the brand significance. After researching and analysing, the first response focused on the initiatives to manage the complex nature of FOD, diverting people’s attention from finding someone to blame to a solution-driven narrative. Persuasive evidence, including positive FOD statistics, endorsements from political leaders, international certifications, and images depicting Noi Bai staff actively addressing the situation, contributed to the completion of the narrative.
After the immediate response, the team devised a post-crisis strategy to solidify Noi Bai's position as an industry leader. This strategy centered on transforming the incident into an opportunity to reinforce the highest standards of safety and security management, seeking support from stakeholders to collectively work towards elevating Vietnam aviation.
