Receiving and processing information quickly, protecting the rights of tourists… are the approaches that many localities and the tourism industry in Quang Ninh are promoting, aiming to protect the rights of tourists and create a civilized and professional tourism environment.
According to a report from the Department of Culture and Information of Dong Trieu Town, in the first nine months of the year, the town welcomed over 1.1 million visitors, exceeding the target by over 166,000. The town has proactively established a hotline to receive feedback from tourists. A deputy head of the Department of Culture and Information has been assigned to oversee and coordinate the handling of tourist feedback; providing information and connecting with relevant departments and localities to answer questions and assist tourists.
In some localities, interacting with, receiving, and processing feedback and protecting the rights of tourists has become a regular practice. “In the first nine months of the year, Co To tourism welcomed over 302,000 visitors, exceeding the set plan. The attraction has also led to overcrowding. Therefore, we are focusing on strengthening interaction with tourists, and this has become a habit, highly appreciated by locals, tourists, and businesses,” shared Mr. Nguyen Hai Linh, Head of the Culture, Sports and Tourism Department of Co To.
Accordingly, along with the hotline, district leader Mr. Linh regularly participates in social media groups about tourism in Co To to receive and promptly handle feedback. On average, during the peak summer tourist season, Co To receives 20-30 calls to the hotline, along with many complaints via Zalo, Facebook, etc. These complaints are then forwarded by the Department of Culture, Sports and Tourism to local authorities for handling. "Hot" incidents are immediately investigated and handled by inter-agency teams. Besides sanctions, Co To district prioritizes interaction and dialogue to resolve issues and protect the rights of tourists. This both protects the rights of tourists and contributes to improving services, which is welcomed by businesses.
Not only in Co To and Dong Trieu, but also in Ha Long City, the Department of Tourism is strengthening interaction through various channels and resolutely handling violations when detected. This includes, in particular, violations related to poor quality services, unreasonable prices; unlicensed taxis and electric vehicles soliciting customers; price gouging, cutting corners, overcharging, touting, price manipulation, lack of transparency in pricing, and poor customer service.
Ha Long City requires wards and communes to strengthen local management from afar and in advance, and the heads of these areas must bear full responsibility to the city for ensuring a favorable business environment for tourism in their respective areas.
The Department of Tourism also established inspection and monitoring teams to oversee the organization of tourism activities and the tourism business environment; and maintained a tourism hotline to receive and process feedback. Accordingly, in the first nine months of 2024, it provided information and support regarding tourism services in Quang Ninh province to 116 cases, forwarded 23 pieces of tourist feedback to relevant authorities, and handled administrative violations in 20 cases with a total fine of 263 million VND.
Despite efforts and attention to address the issue, for various reasons, there are still complaints about poor-quality services and unsatisfactory handling of incidents. Close and timely attention is needed to build a healthy and civilized image for tourism.
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