Establishing hotlines at tourist destinations: Necessary, but not enough…
The Ministry of Culture, Sports and Tourism recently issued a directive requesting localities to strengthen the role of hotlines in ensuring the safety of tourists during the peak National Day holiday on September 2nd.
The tourism industry has long been interested in tools for receiving tourist feedback, but it is only now, with the current alarming state of the tourism business environment, that local tourism business organizations are truly considered necessary. The question is: are these tools truly effective?
Tourists visit The Huc Bridge and Ngoc Son Temple. Photo: Nguyet Anh
The hotline was… "hot"
Recently, in Hanoi, especially in Hoan Kiem district, many unsavory incidents have occurred, negatively impacting the image of tourism in the capital. In response to this situation, from August 1st, Hanoi's Tourist Support Department was established, initially becoming a trusted resource for tourists. This department has received dozens of complaints regarding service quality and price gouging.
Mr. Tran Quoc Hoang, an employee at the Hanoi Tourist Support Department, shared that in addition to promoting and introducing inner-city destinations and providing information on transportation, food, and accommodation, the 24/7 Tourist Information Center has initially addressed tourist grievances and helped restore trust in Hanoi's tourism industry. For example, on the afternoon of August 12th, the Center received a report from Mr. Sorge Federic (a French national) about a taxi driver using a meter that charged four times the regulated fare. Upon receiving the information, the staff at the Center contacted the inspectors of the Hanoi Department of Transport. The matter was resolved that same day; the taxi driver was punished according to the law and had to reimburse the two French tourists the full amount.
On the afternoon of August 23, Mai Tien Dung, Deputy Director of the Hanoi Department of Culture, Sports and Tourism, stated that a travel agency rented a space at a hotel on Hang Mam Street and sold a tour of Ha Long Bay on a 4-star luxury cruise ship to a group of four tourists (from the Netherlands). According to the tourists, they saw an online advertisement for a tour priced at $326.5 USD for two people, and the cruise ship was described as a 4-star vessel with excellent service.
However, in reality, the quality of the cruise ship did not live up to the advertising. Immediately after receiving feedback from tourists, the Tourist Support Department contacted the relevant departments and agencies. The issue was resolved within an hour. The tour sales staff apologized directly and compensated each tourist with $40 USD.
Also a "hot spot" for various forms of price gouging, Quang Ninh province established four additional price control centers for services right from the beginning of the 2013 summer tourist season. According to preliminary statistics, during this year's peak summer tourist season, the price control center of the Quang Ninh Department of Culture, Sports and Tourism Inspectorate alone received over 300 phone calls from tourists, and promptly resolved nearly 100 cases. Thanks to the timely intervention of the authorities after each call, the quality of the tourism environment here has initially improved, and the chaotic situation of service prices has also been rectified.
Since re-establishing the Tourist Information Center (DIC) system, Vung Tau city has also eliminated many "black spots" that frequently caused trouble due to the extortion of tourists. A new feature that has brought greater effectiveness to the DIC's operations in Vung Tau is that each DIC phone number is listed along with the name of the unit leader in charge, thereby enhancing accountability. Furthermore, streets that receive more complaints from tourists about poor service quality will have more warning signs and DIC phone numbers posted than other areas.
The Hanoi tourism industry will install information signs about the Tourist Support Department and the company's phone number on streets, at tourist information centers, hotels, airports, etc., so that tourists know and can contact them when needed. |
We've only addressed the symptoms!
In an effort to find solutions to the problems plaguing the tourism industry, managers have chosen the quickest path: connecting with tourists and working with them to build a healthy tourism environment through tourism development initiatives. The revival and increased activity of these initiatives through proactive and substantive initiatives have somewhat boosted the image of local tourism, but according to industry experts, these initiatives only address the symptoms, not the root cause.
Vice President of the Vietnam Tourism Association, Vu The Binh, frankly acknowledged that establishing feedback hotlines in tourist centers cannot change or resolve the unhealthy state of the tourism environment; it is merely a temporary measure, a tool to reassure tourists. This is because those receiving feedback through these hotlines lack the authority and power to directly handle and resolve the issues. They must also contact relevant authorities and wait for the intervention of those in power.
"Currently, several countries in the region such as Thailand, Malaysia, Laos, Cambodia... have established Tourist Police with the task of protecting tourists as well as monitoring tourism services. This model has had a significant effect on protecting the brand and image of tourism in these countries. Currently, the Vietnam Tourism Association..."
With the diagnosis now correct, the public is awaiting an "operation" to address the shortcomings of the tourism industry.
According to (HNM) - LC
