Booking travel services online: be vigilant and choose safely

According to the National Competition Commission (Ministry of Industry and Trade), along with the strong development of online tourism, the acts of taking advantage of social networks and e-commerce websites to defraud consumers are increasing alarmingly. Many tricks impersonate reputable businesses, offer "shocking incentives" to appropriate deposits, advertise falsely or hide unfavorable service fees, causing customers not only to lose money but also to have their rights and travel experiences seriously affected.

In recent times, a series of cases have been discovered by the authorities. Subjects often set up fake websites and fanpages, using images and logos of real hotels and travel companies to deceive customers. Some cases also run ads on Facebook and Google, creating false trust. When customers transfer money to book tours or rooms, these pages immediately "disappear", making it impossible to contact. In addition, the situation of editing and exaggerating service images, offering unusually low prices and then collecting a series of additional fees also puts consumers in a passive position. The risk of personal information being leaked, the risks in online payments and the difficulty in requesting cancellations and changes to services further increase the disadvantages for customers.

According to the Department of Cyber ​​Security and High-Tech Crime Prevention (A05, Ministry of Public Security ), in the first months of 2025 alone, nearly 1,500 online fraud cases were recorded with losses of more than VND 1,660 billion, many of which were related to tourism services. Typical cases include fake hotel and travel agency fanpages to appropriate hundreds of millions of VND from many victims.

Faced with this situation, the National Competition Commission recommends that consumers absolutely do not trust tours, resort combos, or airline tickets with unusually low prices. All transactions must be verified through official channels such as websites, applications, or public phone numbers of businesses. People are advised not to transfer money to personal accounts, must keep documents and invoices as a basis for complaints, and promptly report to the authorities if they detect any unusual signs.

Legally, the Law on Consumer Protection 2023 and the Law on Tourism 2017 both clearly stipulate the rights of customers to be provided with honest information, to be protected, to complain, and to request compensation when their rights are violated. Consumers can send a complaint to the Association for Consumer Protection, the Department of Industry and Trade or directly through the Online Public Service Portal for resolution.

Not only consumers, the National Competition Commission also emphasizes the responsibility of businesses in information transparency, publicizing business licenses, addresses, official contact channels and regularly warning customers about fake sites. Investing in security systems, building complaint handling mechanisms and considering customer interests as top priorities will help businesses improve their reputation and contribute to creating a healthy online tourism business environment.

In the coming time, the National Competition Commission affirms that it will continue to coordinate with ministries, branches and localities to strengthen inspections and strictly handle violations, while promoting communication to raise public awareness. When having questions, feedback or complaints, people can contact the Consumer Advice and Support Hotline 18006838 (free nationwide) or visit the website http://www.bvntd.gov.vn/khieu-nai for guidance and support.

Vietnam National Administration of Tourism

Source: https://bvhttdl.gov.vn/dat-dich-vu-du-lich-truc-tuyen-can-canh-giac-va-lua-chon-an-toan-2025091910195998.htm