Foreign tourists refuse to pay: How should Vietnamese service workers respond?

The incident is not isolated, with service workers occasionally encountering foreign customers who refuse to pay after using a service.

A recent case involving an Indian tourist in Da Nang City, central Vietnam drew attention after the passenger reportedly told a taxi driver, “I don’t have any money,” at the end of the ride.

The incident sparked discussion on social media in Vietnam and India, highlighting not only the issue of a relatively small unpaid fare but also concerns about how tourists should behave when using services abroad.

Following the incident, social media users shared other videos that appeared to show foreign visitors using services and refusing to pay, with some visitors reportedly citing language barriers or simply saying, "I don’t have any money."

In another recent video, two foreign tourists reportedly filled up their motorbikes at a gas station and then refused to pay.

After a prolonged confrontation, a Vietnamese customer who happened to be there stepped in and paid the bill.

Such incidents may become a concern as Vietnam welcomes increasing numbers of international visitors, bringing visitors with different cultural backgrounds.

In some tourist destinations, there have also been reports of foreign visitors sitting on sidewalks and asking for money to support their travels.

How should service workers respond?

In the Da Nang taxi case, the driver told Tuoi Tre (Youth) online newspaper that he did not want to escalate the situation and preferred to continue working.

The amount involved was relatively small, and he did not want the incident to affect his work or the taxi company.

Le Hanh Phuc, a ride-hailing driver in Da Nang, said he had also experienced a foreign passenger refusing to pay.

“Generally, if the amount is small, we do not report it to the authorities because it takes a lot of time and causes trouble. Many drivers like me simply accept the loss and use that time to take another trip,” Phuc said.

He added that some foreign passengers may use language barriers to prolong the situation until drivers become frustrated and give up.

Le Viet Trai, a former manager at a major taxi company in Da Nang, said such cases occur from time to time, but not every driver knows how to respond appropriately.

The first step, he said, is not to become angry but to determine what has actually happened.

For foreign customers, drivers can use translation apps to clearly explain the fare and ask about alternative payment methods. 

If a passenger does not have cash, they can be asked whether they have a bank card, or can make a bank transfer or use another electronic payment method.

If a passenger is genuinely experiencing a problem, drivers can choose to offer reasonable assistance, such as contacting the passenger’s relatives, hotel or travel company.

However, Trai stressed that helping someone resolve a difficulty is different from paying on their behalf.

If a passenger continues to refuse payment, drivers should not swear at, threaten or use force against them. They should also avoid holding a passenger’s passport or luggage in an attempt to force payment.

Instead, drivers should keep records of the trip, including the fare, time, location and any available information about the passenger, and contact their transport company or the authorities when necessary.