An Indian couple was charged VND 2.7 million for a taxi ride from Hanoi's Old Quarter to Noi Bai International Airport. The airport coordinated with the Hanoi Department of Transport Inspectorate to identify the driver and help the passengers recover the overcharged amount.

Noi Bai International Airport recently received a thank-you letter from two Indian passengers expressing their appreciation for the airport's assistance in resolving a taxi overcharging incident. The couple also confirmed that the excess fare had been refunded.

The passengers had been charged VND 2.7 million for a taxi journey from Hanoi's Old Quarter to Noi Bai International Airport, nearly ten times the normal fare.

The driver may have assumed that such an incident would be difficult to investigate in a large, bustling city. However, the airport's determined efforts ensured that the case was thoroughly investigated and resolved.

The investigation began with a complaint submitted through a passenger feedback box at International Terminal T2. The passengers reported that they had been charged VND 2.7 million for a taxi ride from Hang Bong Street to Noi Bai International Airport.

Upon receiving the complaint, the airport immediately began investigating the incident.

To identify the taxi driver and the vehicle involved, the Customer Service (CS) team under the airport's Safety and Quality Control Department exchanged several emails with the passengers, requesting additional information about their appearance and movements.

The requested details included the colors of their clothing, descriptions of their luggage and the approximate time they got out of the taxi.

Based on this information, the CS team coordinated with the Noi Bai Aviation Security Center to review the airport's CCTV surveillance footage.

The investigation successfully identified a taxi matching the passengers' description. The vehicle had registration number 30E-663xx and displayed the logo of Song Hong Transport Cooperative. It was not among the taxi operators authorized to provide services under the airport's concession arrangements.

To pursue the matter further, Noi Bai International Airport sent an official request to the Hanoi Department of Transport Inspectorate, seeking its assistance in handling the case.

Using the information and CCTV images provided by the airport, the Mobile Inspection Team under the Hanoi Department of Transport Inspectorate conducted its investigation and worked directly with the driver involved.

The taxi driver admitted to the incident and returned the excess fare of VND 2,430,000 to a relative of the passengers. He also accepted disciplinary measures imposed by his taxi company and pledged not to repeat the violation.

The case eventually reached a positive conclusion when the airport received a short but heartfelt email from the passengers:

"Thank you for taking the time and making the effort to help resolve this incident. My friend has received the money and will return the full amount to me. We are deeply touched by your effective assistance."

This simple message of gratitude brought the incident to a satisfying conclusion.

Through this case, Noi Bai International Airport hopes to send a clear message that dishonest practices will ultimately be uncovered and addressed.

Everyone involved in providing services to travelers shares a responsibility to create positive impressions of Vietnam and its people, particularly through the first experiences visitors have when arriving in the country.

As Hanoi's international aviation gateway, Noi Bai International Airport remains committed to promoting an image of Vietnam as a friendly, welcoming and hospitable destination.