Receiving and processing information quickly, protecting tourists' rights... are the methods that many localities and the tourism industry in Quang Ninh are promoting, in order to protect tourists' rights and create a civilized and professional tourism environment.
According to the report of the Department of Culture and Information of Dong Trieu Town, in the first 9 months of the year, the town welcomed over 1.1 million visitors, exceeding the target by 166,000. The town has promptly paid attention to establishing a hotline to receive feedback from tourists. In particular, a deputy head of the Department of Culture and Information is assigned to be in charge of and coordinate the handling of feedback from tourists; providing information, connecting departments and localities to answer questions and support tourists.
In some localities, interacting, receiving and handling feedback, and protecting tourists' rights have become a habit. "In the first 9 months of the year, Co To tourism welcomed over 302,000 visitors, exceeding the set plan. The attraction also led to overload. Therefore, we pay attention to increasing interaction with tourists and this has become a habit, highly appreciated by locals, tourists and businesses" - Mr. Nguyen Hai Linh, Head of Co To Culture, Sports and Tourism Department shared.
Accordingly, along with the hotline, district leaders, Mr. Linh regularly participates in social networking groups about Co To tourism to receive and promptly handle feedback. On average, during the peak summer tourist season, Co To receives 20-30 hotline calls along with many feedbacks via Zalo, Facebook... These feedbacks will be sent by the Department of Culture, Sports and Tourism to localities for handling according to the area. "Hot" incidents will be immediately inspected and handled by the interdisciplinary team. In addition to sanctions, Co To district prioritizes interaction and dialogue to satisfactorily resolve issues and interests of tourists. This both protects the interests of tourists and contributes to improving services, which is welcomed by businesses.
Not only Co To, Dong Trieu, the functional forces of Ha Long City and the Department of Tourism have also increased interaction through many channels, resolutely handling violations when detecting them. In particular, violations of poor quality services, unreasonable prices; unlicensed taxis, electric cars soliciting; price increases, service cuts, "ripping off", "baiting", price pressure, lack of transparency in price disclosure, poor attitude towards tourists...
Ha Long City requires wards and communes to strengthen remote and early management of the area, and the leaders must take full responsibility before the city for ensuring the tourism business environment in the area.
The Department of Tourism also established inspection teams to monitor the organization of tourism activities; tourism business environment; and a tourism hotline to receive and handle feedback. Accordingly, in the first 9 months of 2024, it answered and supported tourism service information in Quang Ninh province for 116 cases, transferred 23 feedbacks from tourists to the authorities, and handled administrative violations in 20 cases with a total fine of 263 million VND.
Although we have taken action and paid attention to handling the issue, for many reasons there are still reports of poor quality services and incidents that have not been properly handled... we need to pay close and timely attention to build a healthy and civilized tourism image.
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