From the plane ticket tear-up incident: How to properly pick up guests at home?

Plane ticket torn in half in front of Taiwanese female tourist's family - Photo: Threads

Last week, the story of a Taiwanese tourist tearing up his plane ticket in Phu Quoc caused a stir among netizens both domestically and internationally.

Some people say "where there's smoke there's fire", it's all his fault, it's her fault. But many others criticize it as "abuse of power", unprofessional and not up to standard.

According to those working in tourism , shortcomings in the process of serving tourists are inevitable. However, it is necessary to review to avoid similar stories from happening, which negatively affect the image of Vietnamese tourism.

The trip was fun, but the final experience was sad.

On May 13, after a 6-day, 5-night trip to Phu Quoc City ( Kien Giang ), a family of 4 Taiwanese tourists went to Phu Quoc International Airport to return home.

The whole trip went smoothly, the female tourist's family had a satisfying experience, enjoying the scenery of the pearl island.

However, the final experience before boarding the plane made all the emotions of the trip meaningless.

When arriving at the boarding gate, an immigration officer acted impolitely and demanded that each passenger (including two small children) complete separate procedures.

After having to wait in line for a long time, this Taiwanese tourist family complained and had their boarding pass torn up by Mr. HD - an immigration officer at the airport.

Phu Quoc has made many efforts to attract tourists to the pearl island in recent times - Photo: TTO

Although resolved and reprinted for tourists, the actions of the staff at Phu Quoc airport did not leave a good impression in the eyes of tourists.

After the incident, Mr. D. sent an apology letter to the Taiwanese tourist's family. The female tourist confirmed that she had received the apology, but said she would not delete the post.

Mr. Bui Thanh Tu - BestPrice marketing director - commented that ugly stories like the Taiwanese female tourist's torn airline ticket unintentionally tarnish the image of Vietnamese tourism in the eyes of international friends.

"I am very sorry that this incident happened in Phu Quoc, because recently the locality has been trying very hard to attract tourists with many policies such as opening more flights and open visa policies.

What needs to be done now to handle the crisis is to sincerely apologize, not cover up... It is also possible to propose inviting the female tourist's family to return to the island," Mr. Tu shared.

Every service worker is a tourism ambassador of Vietnam - Photo: NAM TRAN

Customer must be 'king'

According to Mr. Pham Ha - CEO of Lux Group - tourism services cannot be perfect and 100% satisfying, but tourism workers need to know how to turn angry customers into satisfied customers.

The tourism industry is the sum of the experiences, just one service - the link of the industry makes tourists dissatisfied - they will feel that Vietnam's facilities are not good.

Or like the case above, although the whole trip was fun, when returning there was a bad experience at the airport that affected the quality assessment of the whole trip.

"Doing tourism requires a mindset of serving, not "torturing" tourists. From that mindset, there need to be standards of behavior, management, and handling of crisis issues.

We still consider immigration activities as administrative procedures, not services. However, the people who carry out those procedures are the ones who represent the face of the country when foreign visitors come to Vietnam," Mr. Ha commented.

Especially when targeting high-end customers, it is necessary to have human resources, facilities and services that meet customer expectations.

Only when their emotions are satisfied will they spend more. Vietnam currently lacks many luxurious and classy experiences that tourists are willing to open their wallets and happily spend every last penny.

NGUYEN HIEN

Source: https://tuoitre.vn/tu-vu-xe-ve-may-bay-khach-den-nha-don-sao-cho-phai-20250522214908822.htm