Show hospitality

According to the Vietnam National Administration of Tourism, according to information from the Kien Giang Provincial Department of Tourism, the authorities of Kien Giang Province, Phu Quoc City, travel agencies in Phu Quoc and airlines have made efforts to ensure that the group of tourists stay, visit according to schedule and return to Taiwan (China) safely.

Hỗ trợ gần 300 khách du lịch Đài Loan bị — Taiwanese (Chinese) tourist group visiting Phu Quoc

A quick report from the Kien Giang Department of Tourism said that after receiving information about a group of 292 Taiwanese tourists being "abandoned" in Phu Quoc on the Focus Taiwan (Taiwan) website, the Department quickly received it and sent a document requesting Winner International Travel Company Limited in Phu Quoc, the unit that is supporting the reception of Taiwanese guests, to explain the incident in detail and ensure the rights of the guests.

According to the explanation from Mr. Ha Tuan Minh, Director of Winner International Travel Co., Ltd. in Phu Quoc, the Taiwanese company "We Love Tour" booked services for 3 groups of tourists to Phu Quoc from February 10 to 14 (Lunar New Year 2024). However, the Taiwanese company We Love Tour did not pay according to the commitment of both parties before January 31, 2024, so Winner Company sent a document to the partner requesting to cancel the contract.

On February 9 (ie 30th of Lunar New Year), a group of Taiwanese tourists still landed at Phu Quoc airport, without a shuttle bus, no hotel to stay, and no tour guide.

After receiving the information, Winner Company in Phu Quoc agreed to advance the cost to arrange 4 buses to pick up guests, rent hotels for tourists to stay and extend the payment to We Love Tour Company of Taiwan until February 11. However, up to the above time, Winner Company has not yet received the payment, so it has worked with the Taipei Economic and Cultural Office in Ho Chi Minh City, the Taiwan Tourism Administration, the government and the Phu Quoc City Police to get information and come up with a plan to support tourists.

Winner Company has received agreement from all parties to directly collect 720 USD/guest to continue the tour program, after which the We Love Tour Company in Taiwan will be responsible for refunding this cost to the tourists. However, because many tourists in the group did not agree, Winner Company made a second advance payment, with a total cost of more than 3 billion VND to support the group of 292 tourists to stay safely in Phu Quoc and experience the tour program, and continue to extend the payment to the We Love Tour Company in Taiwan until February 26.

On the evening of February 13, representatives of the Taipei Economic Office in Ho Chi Minh City went to Phu Quoc to work with Winner Company to support the group of tourists.

In addition, according to information from Bamboo Airways, as of February 14 (ie the 5th day of Lunar New Year), although the airline has not yet received payment from We Love Tour Company in Taiwan, the airline will support the Taiwanese tourist group to return safely as scheduled on flight QH9564 PQC-TPE at 12:30 on the same day, February 14.

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

Mr. Bui Quoc Thai also said that on February 14, 2024, the Department of Tourism, together with relevant agencies and Phu Quoc City, will examine the details of the incident, the contract between We Love Tour Company (Taiwan) and Winner Company, and related units, to have a proper answer for tourists and media agencies.

The incident that took place in the first days of the year caused a lot of indignation among the tourist group and the Phu Quoc tourism community. However, through this, it can be seen that the tourism industry of Kien Giang province, the Phu Quoc city government, tourism businesses in Phu Quoc and related parties have taken quick actions to support the tourist group to fully experience the pearl island of Phu Quoc, demonstrating the hospitality of the people of Kien Giang in particular and Vietnam in general.

On the personal page of Ms. Huang Chengxi, one of the Taiwanese passengers "abandoned" in Phu Quoc, she also thanked Winner Company for their support: "We are now safe and continuing our journey. Thank you to the owner of Winner Travel Company for being the team leader, helping us not to be stuck in the hotel."

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