Phu Quoc Island, off southern Vietnam, launches response team to protect tourists

This is a concrete step toward restoring visitor confidence and building a professional, transparent, and civilized tourism environment.

After a period of facing 'headwinds,' including last-minute cancelations of confirmed room rates and price hikes during the recent Lunar New Year, or Tet, holiday peak season that damaged the island’s tourism image, Phu Quoc has chosen to take proactive action rather than simply address issues on a case-by-case basis.

The establishment of the Tourism Rapid Response Team sends a clear message: tourists’ rights will be protected promptly and thoroughly.

Prompt action to safeguard tourists’ rights

The team is led by Nguyen Thi Kim Loan, vice-chairwoman of Phu Quoc Special Zone.

Operating 24/7, the team is responsible for receiving and categorizing feedback from tourists and responding on-site in a timely manner to resolve issues related to pricing, service quality, security, and public order.

In addition, the team provides support with legal procedures, assists with lost property, and offers first aid in the event of accidents.

The team’s effectiveness was demonstrated even before the official launch ceremony.

“My friend visited Phu Quoc and encountered a problem when a resort staff member charged his card a large amount but delayed issuing a refund," said Jamie Daiel Farrar, a British tourist.

"When they were informed, the Tourism Rapid Response Team intervened promptly and helped him recover the money. 

"Phu Quoc is a beautiful island. If tourists encounter any issues, they can contact local authorities for assistance.”

Tran Minh Khoa, chairman of the special zone, said, “The rapid response team will be a highly trained force on the frontline of tourism.”

He added that the multilingual QR code system serves as a technological bridge, breaking down language barriers and enabling international visitors to easily access information and submit feedback immediately.

The Tourism Code of Conduct, he noted, represents a pledge of integrity by the business community and residents to uphold a fair, transparent, and civilized business environment.

Laying the foundation for professional, sustainable tourism

Ho Van Mung, chairman of the An Giang People’s Committee, stressed that the rapid response team must truly serve as a 'shield' for tourists, not merely a symbolic initiative unveiled at a launch ceremony.

The Tourism Code of Conduct must be implemented in the daily operations of every restaurant, hotel, tourist attraction, and travel agency.

“The province will continue to provide maximum support in terms of resources to help Phu Quoc upgrade its infrastructure and effectively manage tourism resources and the environment," Mung said.

"Today’s efforts represent an important preparatory step for the 2027 Asia-Pacific Economic Cooperation Forum and demonstrate a professional, civilized, and courteous system of governance, one worthy of being regarded as a safe destination in the eyes of visitors."