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1GVHD: Ths. on Ngc Duy LinhThng 7 nm 2010GOLDEN LIBRATHNG MI IN T

1/1956, Ngnh Hng khng Dn dng Vit Nam ra i

4/1993 Hng Hng khng Quc gia Vit Nam (Vietnam Airlines) chnh thc hnh thnh vi t cch l mt tp on kinh doanh vn ti hng khng c quy m ln ca Nh nc.

27/05/1996, Tng Cng ty Hng khng Vit Nam c thnh lp trn c s lin kt 20 doanh nghip hot ng kinh doanh dch v hng khng, ly Vietnam Airlines lm nng ct.

1. Lch s hnh thnh v pht trin20/10/2002, Vietnam Airlines gii thiu biu tng Bng Sen Vng, th hin s pht trin ca Vietnam Airlines tr thnh Hng hng khng c tm c v bn sc trong khu vc v trn th gii. y l s khi u cho chng trnh nh hng ton din v chin lc thng hiu ca Vietnam Airlines, kt hp vi nhng ci tin vt tri v cht lng dch v, m rng mng ng bay v c bit l nng cp i my bay.

10/2003, Vietnam Airlines a vo khai thc chic my bay hin i vi nhiu tnh nng u vit Boeing 777 u tin trong s 6 chic Boeing 777 t mua ca Boeing nh du s khi u hin i ha i bay ca hng. Ba nm sau , Vietnam Airlines tr thnh mt trong nhng hng hng khng c i bay tr v hin i nht trong khu vc.

2. Thnh tu: Mng ng bay ca Vietnam Airlines m rng n20 tnh, thnh ph trn c nc v44 im n quc t ti M, Chu u, c v Chu . Nm 2006, sau khi c t c chng ch uy tn v an ton khai thc ca Hip hi Vn ti Hng khng Quc t (IATA),Vietnam Airlines chnh thc tr thnh thnh vin ca Hip hi Vn ti Hng khng Quc t v khng nh cht lng dch v mang tiu chun quc t ca mnh.

10/6/2010, L gia nhp Lin minh hng khng ton cu (SkyTeam) c t chc trng th ti H Ni, Vietnam Airlines chnh thc tr thnh hng hng khng u tin ca ng Nam gia nhp SkyTeam v l thnh vin th 10 ca lin minh. Trong vng 15 nm qua, vi tc tng trng trung bnh hn 10%/ nm .Hin nay, Vietnam Airlines ang l hng hng khng ln nht ti Vit Nam v ng th t ng Nam .

3. WEBSITE:www.vietnamairlines.com

3.1 Quy trnh t v trc tuyn (Online Booking)S t mua v thanh ton v in t trc tuynTm chuyn bayChn Chuyn bayXem hnh trnhXc nhn vin thng tin c nhn,hnh thc thanh tonBc 1: TM CHUYN BAY

Bc 2: CHN CHUYN BAY

Bc 3: THNG TIN HNH KHCH

Bc 4: THANH TON

3.2 Cc hnh thc thanh ton trc tuyn (Online payment methods)Thanh ton bng th tn dng:Khch hng c th s dng 2 loi th tn dng ph bin nht l:

MASTER (Credit card)VISA (Credit card v Debit card)

Th ghi n ni a:Th Connect24 do VIETCOMBANK pht hnh

Th F@st Access do TECHCOMBANK pht hnh

3.2 Cc hnh thc thanh ton trc tuyn (tt)

T ngy 8 /7/2010, khch hng c th s dng th V-Top do EXIMBANK pht hnh. thanh ton vi th V-Top, khch hng cn ng k dch v Ngn hng trc tuyn ti cc im giao dch ca EIB. Trong qu trnh thanh ton, Qu khch cn nhp thng tin th v mt khu mt ln xc thc th.3.2 Cc hnh thc thanh ton trc tuyn (tt)Th VIBValues do Ngn hng Quc t Vit Nam (VIB) pht hnh.

3.3 Kim tra, thay i hnh trnh (Check/ Change booking)

3.3 Lm th tc trc tuyn (Web check-in):

3.4 Truy cp thng tin khch hng thng xuyn (Golden Lotus Plus)

4. MT S GII PHP V KIN NGH NHM Y MNH HIU QU CA P DNG THNG MI IN T CA VIETNAM AIRLINES

4.1 PHA VIETNAM AIRLINESCI TIN, CP NHT WEBSITE: Cp nht thng tin nng, nhng thay i, quy nh mi, ci tin, khuyn mi trn trang web mt cch nhanh nht v phi gi email thng xuyn n cc khch hng thng xuyn ca mnh. Cn ng ti chi tit thm hnh thc vn chuyn hng khng.H tr doanh nghip truy cp v thanh ton qua website Lin kt website vi cc ngn hng v website ca cc c quan nh nc h tr nhanh bng cc m s m khch hng c nh s CMND, M s thu c nhn, doanh nghip

4.1 PHA VIETNAM AIRLINESa dng thanh ton bng th tn dng JCB (Credit card)

American Express (Credit card)

KHCH HNG QUC T4.1 PHA VIETNAM AIRLINESa dng thanh ton bng th ni a v qua my ATMVietnam Airlines cn lin kt thm nhiu ngn hng ln khc nh: ACB, BIDV, Sacombank, ng , a dng cc phng thc thanh ton hn cho khch hng, qua tng i tng khch hng t v v thanh ton trc tuyn ca Vietnam Airlines

4.2 PHA C QUAN NH NC (GOVERNMENT POLICIES)Cui nm 2005, Vit Nam mi c "Lut Giao dch in t" v nm 2006 mi ra i Ngh nh 57/2006/N-CP hng dn thi hnh lut ny.Ngh nh s 27/2007/N-CP ngy 23/02/2007 "V giao dch in t trong hot ng ti chnh", N s 26/2007/N-CP ngy 15/02/2007 "Quy nh chi tit thi hnh Lut Giao dch in t v ch k s v dch v chng thc ch k s", Ns 35/2007/N-CP ngy 08/03/2007 "V giao dch in t trong hot ng ngn hng".4.2 PHA C QUAN NH NC 4.2.1 NGI TIU DNG-KHCH HNG

HON THIN MI TRNG PHP L4.2 PHA C QUAN NH NC 4.2.2 DOANH NGHIP

HON THIN MI TRNG PHP LCM N THY V CC BN CH LNG NGHE