Phu Quoc is enhancing its tourism environment by establishing a Tourism Rapid Response Team to address visitor concerns efficiently. This initiative follows challenges during peak travel seasons and aims to protect tourists’ rights. It includes a multilingual feedback system and a commitment from local businesses to uphold service standards and transparent pricing, preparing for future events like the 2027 APEC Forum.
Phu Quoc has taken a decisive step toward restoring visitor confidence and strengthening a professional, transparent, and orderly tourism environment.
After facing reputational challenges during the recent Lunar New Year (Tet) peak season, including last-minute cancellations of confirmed room rates and sudden price increases, the island has opted for systemic reform rather than addressing complaints on a case-by-case basis.
At the center of this effort is the newly established Tourism Rapid Response Team, a clear signal that tourists’ rights will be protected promptly and effectively.
Prompt action to safeguard visitors
The team is led by Nguyen Thi Kim Loan, vice-chairwoman of the Phu Quoc Special Zone, and operates around the clock. Its mandate includes receiving and categorizing tourist feedback, responding on-site to resolve issues related to pricing, service quality, security, and public order, and providing support with legal procedures, lost property, and first aid when necessary.
Even prior to its official launch, the team demonstrated its effectiveness. Jamie Daiel Farrar, a British visitor, recounted how a friend encountered an issue when a resort charged his credit card a significant amount but delayed processing a refund. After being notified, the rapid response team intervened swiftly and assisted in recovering the funds. “Phu Quoc is a beautiful island. If tourists encounter any issues, they can contact local authorities for assistance,” Farrar said.
Tran Minh Khoa, chairman of the special zone, described the team as a highly trained frontline force for tourism management. He noted that a multilingual QR code system has been introduced to help international visitors easily access information and submit feedback, reducing language barriers and enabling faster response times.
Photo: Chi Cong, Tuoi Tre News.
Laying the groundwork for sustainable development
Ho Van Mung, chairman of the An Giang People’s Committee, emphasized that the rapid response team must function as a genuine safeguard for tourists rather than a symbolic initiative. He underscored that the Tourism Code of Conduct must be reflected in the daily operations of restaurants, hotels, attractions, and travel agencies across the island.
The province, he said, will continue allocating resources to support infrastructure upgrades and strengthen management of tourism and environmental resources. These efforts are also seen as preparation for hosting the 2027 Asia-Pacific Economic Cooperation (APEC) Forum, reinforcing Phu Quoc’s ambition to position itself as a safe, professional, and internationally credible destination.
A collective pledge from the business community
Alongside the launch of the Tourism Rapid Response Team, representatives from local tourism businesses signed the 2026 Tourism Code of Conduct – a document representing a collective commitment to uphold transparent pricing, consistent service quality, and professional standards.
More than an administrative requirement, the code serves as a public pledge by the business community to operate with integrity. It is expected to provide an operational framework for accommodation providers, attractions, and tour operators throughout the special zone, forming the foundation for sustainable and accountable tourism growth in Phu Quoc.
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