Vietnam Airlines Partners with FPT to Accelerate Digital Transformation and Enhance Customer Experience

Vietnam Airlines and leading Vietnamese technology corporation FPT have signed a Memorandum of Understanding (MOU) to strengthen their comprehensive strategic partnership. This agreement, announced in Hanoi, aims to accelerate digital transformation, enhance operational capabilities, and redefine the passenger journey for Vietnam Airlines. The collaboration will focus on implementing advanced technology solutions such as Generative AI, Cloud Computing, Big Data, Blockchain, and IoT. These technologies will be integrated into various aspects of the airline's operations and customer interactions. A key initiative is the development of a next-generation e-commerce platform, designed to offer a more personalized and intelligent customer experience. The platform is expected to expand Vietnam Airlines' service ecosystem, driving ancillary revenue growth. FPT will assist Vietnam Airlines in several areas, including: 1. AI Solutions: Personalized customer engagement, content automation, and the creation of an AI Innovation Lab. 2. Customer Data Platform (CDP): Building a robust system to manage and utilize customer data more effectively. 3. Chatbots and Voicebots: Automating customer service to enhance responsiveness and convenience. 4. Comprehensive CRM and ERP Systems: Modernizing internal management processes. 5. Internal Self-Service Platforms: Streamlining employee access to tools and resources. 6. Mobile E-commerce Applications: Enhancing user experience and accessibility for travelers. 7. Cloud Infrastructure and Data Centers: Deploying scalable and flexible cloud solutions to support the airline's evolving needs. Both companies will co-invest in these initiatives, co-own the resulting intellectual property, and share revenue from the new technology solutions. The partnership also extends to integrating Vietnam Airlines' loyalty system with FPT’s vast network of education and retail partners, allowing customers to redeem miles for a broader range of products and services. Mr. Dang Ngoc Hoa, Chairman of the Board of Directors of Vietnam Airlines, emphasized that digital transformation is crucial for the airline's competitive edge and regional leadership. He stated, "Our strategic partnership with FPT, one of Vietnam’s most trusted and pioneering technology partners, will accelerate our comprehensive digitization, particularly in developing a modern, intelligent, and customer-centric e-commerce ecosystem. This partnership is a decisive step toward achieving our vision of becoming the premier digital airline in the Asia-Pacific by 2030 and aligns with Vietnam’s Resolution No. 57, which promotes science, technology, and innovation." Dr. Truong Gia Binh, FPT Founder and Chairman, echoed this commitment, noting that the government has taken decisive actions to foster the country’s growth. He said, "With our experience working with global aviation leaders, we are poised to empower Vietnam Airlines with cutting-edge technologies, particularly AI, to drive innovative solutions in the airline industry. This partnership will help Vietnam Airlines achieve its vision and contribute to the national development objectives outlined in Resolution No. 57." FPT has a rich history with Vietnam Airlines, dating back to the 1990s. Over the years, FPT has played a pivotal role in advancing the airline's IT systems, telecommunications infrastructure, and passenger transportation. Their past collaborations include organizing internal Digital Transformation Days and hosting the 2023 IATA World Safety and Operations Conference, the first of its kind in Vietnam. Five strategic initiatives were outlined by Mr. Vu Anh Tu, FPT's Chief Technology Officer, to position Vietnam Airlines as the leading digital airline in the region: 1. Establish an AI Innovation Lab to foster continuous technological advancement. 2. Develop a technology platform that delivers new, personalized customer experiences. 3. Modernize cloud infrastructure to support scalable operations. 4. Create AI agents to enhance customer service and operational efficiency. 5. Provide AI training for Vietnam Airlines’ employees to build a digitally skilled workforce. Through this collaboration, Vietnam Airlines reinforces its commitment to sustainable development driven by innovation. The airline has been recognized internationally for its modern fleet and innovative approach, earning prestigious awards such as the Top 20 World’s Best Airline by Airline Ratings (2023), Global 5 Star Airline by APEX (2023), and Skytrax’s 4 Star Airline rating for many years. FPT, founded in 1988 and operating in technology, telecommunications, and education, is a significant player in the global IT services market. The company serves over 100 clients, including leading airlines, airports, cargo operators, and aircraft manufacturers. FPT is a strategic partner of Airbus and its Skywise platform and has recently collaborated with the European Union Aviation Safety Agency (EUSA) to explore next-generation aviation technologies. Industry insiders view this partnership as a significant move toward digital aviation leadership in the Asia-Pacific region. The integration of advanced technologies like AI and cloud computing is expected to not only improve Vietnam Airlines' operational efficiency and customer satisfaction but also set new standards in the industry. FPT's expertise and global network make it a formidable ally for Vietnam Airlines' ambitious digital transformation journey, potentially influencing the broader aviation sector in Southeast Asia and beyond. Vietnam Airlines, as a Skyteam Alliance member, connects nearly 100 routes to 22 domestic and 31 international destinations, serving as Vietnam's national flag carrier. Recognized for its high standards and innovative strategies, the airline has won numerous awards, solidifying its reputation as a leader in the region. FPT, with a 2024 revenue of USD 2.47 billion and a workforce of over 54,000, continues to deliver impactful solutions, contributing to Vietnam’s technological and economic growth.