In the period from the end of 2025, in the face of the tourism security crisis in the locality, Phu Quoc Special Zone People's Committee (An Giang) established a channel to receive information and feedback from tourists. In February 2026, the Special Zone People's Committee organized the Launching Ceremony of the Phu Quoc Special Zone Tourism Rapid Response Team. After a period of official operation, the Rapid Response Team has achieved very positive results, highly appreciated by tourists.
Ms. Nguyen Thi Kim Loan, Vice Chairwoman of the People's Committee of the special zone, Team Leader of the Rapid Response Team, said: The team currently consists of 30 members (1 team leader, 2 deputy team leaders) and 4 directly affiliated groups: Network Support Team, Northern Island Regional Rapid Response Team, Central Area Rapid Response Team, Southern Island Regional Rapid Response Team. Through this, information has been promptly received, coordinated with agencies and sectors to resolve cases, support tourists, affirming an important role in protecting tourist rights and preserving the image of local tourism.
The Special Economic Zone Tourism Rapid Response Team and the channel for receiving information and feedback from tourists in Phu Quoc Special Economic Zone have received about 120 feedbacks from tourists, coordinating with agencies and departments to promptly support and resolve the case.
Verifying and supporting 20 cases of foreign tourists losing personal papers and property. Including supporting 2 British tourists to receive back nearly 300 million VND; 1 Chinese person to receive back Rolex watches worth 400 million VND. Supporting finding relatives for 2 lost tourists. Verifying and supporting the resolution of 32 cases of conflicts between tourists and businesses related to room rates and service prices...
Coordinate with the Urban Order Management Team to resolve cases related to tourists' reflections on street vendors, encroaching on tourists' access to the sea at the beach area of Eo Xoai and Ong Lang hotels. Conduct verification of 5 reflections on foreigners organizing tourist tours and working as illegal tour guides in the area.
At the same time, exchange with the inter-sectoral tourism inspection team to propose inspecting accommodation establishments and businesses that have caused cases of guests being stranded, accidents, deaths or negative reflections related to rooms, service prices, environmental pollution, noise, and foreigners organizing underground tours.
Ms. Loan also informed that the software to receive feedback from tourists is a system that automatically recognizes more than 100 languages for tourists, the rapid response force can exchange in Vietnamese with tourists from other countries and vice versa, tourists understand the content in their own language; locate callers and easily synthesize information and report.
Ms. Loan said: "Many foreign tourists are very excited, they expressed their thanks for being supported to quickly and promptly handle problems during tourism in Phu Quoc. These are very positive initial feedback results, creating motivation for the Team to try harder in the coming time.
Ms. Loan also shared that in the process of operation, there are still certain difficulties in personnel, resources, authority to coordinate inspection and handling, funding, working headquarters... Therefore, the government needs the joint efforts of organizations, businesses, individuals, and residential communities to promptly reflect; accommodation establishments and eateries list selling at the right prices, having a kind attitude towards tourists...
It is also very necessary for volunteers with good foreign language skills to participate. The team will continue to research and propose appropriate solutions to consolidate and improve the quality of operations.
