Show hospitality

According to the Vietnam National Tourism Administration, citing information from the Kien Giang Provincial Department of Tourism, the relevant authorities in Kien Giang province, Phu Quoc city, travel companies in Phu Quoc, and the airline have made efforts to ensure the safety of the tour group, allowing them to stay, visit according to schedule, and return to Taiwan (China).

Hỗ trợ gần 300 khách du lịch Đài Loan bị — A group of Taiwanese (Chinese) tourists visiting Phu Quoc.

According to a quick report from the Kien Giang Department of Tourism, after receiving information on the Focus Taiwan website (Taiwan) about a group of 292 Taiwanese tourists being "abandoned" in Phu Quoc, the Department promptly addressed the issue and issued a document requesting Winner International Tourism Co., Ltd. in Phu Quoc, the company assisting in receiving the Taiwanese tourists, to provide a detailed explanation of the incident and ensure the rights of the tourists.

According to information provided by Mr. Ha Tuan Minh, Director of Winner International Travel Co., Ltd. in Phu Quoc, the Taiwanese company "We Love Tour" booked services for three groups of customers from his company to Phu Quoc from February 10th to 14th (during the Lunar New Year of the Year of the Dragon 2024). However, We Love Tour Taiwan failed to make payment as agreed by both parties, which was before January 31st, 2024. Therefore, Winner International Travel Co., Ltd. sent a letter to its partner requesting the cancellation of the contract.

On February 9th (the 30th day of the Lunar New Year), the Taiwanese tour group still landed at Phu Quoc airport, without transportation, hotel accommodation, or a tour guide.

After receiving the information, Winner Company in Phu Quoc agreed to advance the costs to arrange four buses to pick up the tourists, book hotel accommodations for them, and extend the payment deadline to We Love Tour Company of Taiwan until February 11th. However, by the aforementioned date, Winner Company had still not received the payment, so they worked with the Taipei Economic and Cultural Office in Ho Chi Minh City, the Taiwan Tourism Bureau, the Phu Quoc city government, and the police to gather information and develop a plan to assist the tourists.

Winner Company had agreed with all parties to directly collect USD 720 per person to continue the tour program, after which We Love Tour Company in Taiwan would be responsible for reimbursing this cost to the tourists. However, due to many tourists in the group not accepting this, Winner Company made a second advance payment, totaling over VND 3 billion, to support the 292 tourists in staying safely in Phu Quoc and participating in the tour program, while also extending the payment deadline to We Love Tour Company in Taiwan until February 26th.

On the evening of February 13th, representatives from the Taipei Economic and Cultural Office in Ho Chi Minh City visited Phu Quoc to work with Winner Company on providing support for the tour group.

In addition, according to information from Bamboo Airways, as of February 14th (the 5th day of the Lunar New Year), although payment had not yet been received from We Love Tour Company in Taiwan, the airline would assist the Taiwanese tour group in returning safely according to schedule on flight QH9564 PQC-TPE at 12:30 PM on the same day, February 14th.

Mr. Bui Quoc Thai, Director of the Kien Giang Department of Tourism, emphasized: "We condemn the unprofessional conduct of the Taiwanese travel agencies in this incident and will take decisive action to penalize any violations (if any) by Vietnamese travel companies."

Mr. Bui Quoc Thai also stated that on February 14, 2024, the Department of Tourism, along with relevant agencies and Phu Quoc City, conducted a detailed investigation into the incident, the contract between We Love Tour Company (Taiwan) and Winner Company, and other related units, in order to provide a satisfactory answer to tourists and the media.

The incident, which occurred in the early days of the year, caused considerable outrage among the group of tourists and the Phu Quoc tourism community. However, it shows that the Kien Giang provincial tourism industry, the Phu Quoc city government, tourism businesses in Phu Quoc, and other relevant parties have taken swift action to support the group of tourists so they could fully experience Phu Quoc island, demonstrating the hospitality of the people of Kien Giang in particular and Vietnam in general.

On her personal page, Ms. Huang Chengxi, one of the Taiwanese passengers "abandoned" in Phu Quoc, also expressed her gratitude to Winner Travel Company for their assistance: "We are now safe and can continue our journey. Thank you to the owner of Winner Travel Company for leading the group and preventing us from being stranded in the hotel."

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