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On February 17, Taiwan's Tourism Bureau announced that it had identified violations by the travel company We Love Tour and decided to fine the company 810,000 New Taiwan Dollars (approximately US$25,839), according to CNA news agency.
Mr. Chu Yung-hui (left), Director-General of the Taiwan Tourism Bureau, and Mr. Chang Yung-cheng, Chairman of the Tourism Quality Assurance Association, speak at a press conference on February 17. Photo: CNA.
What violations did We Love Tour commit?
At a press conference, the Taiwan Tourism Bureau announced that We Love Tour had committed a series of violations resulting in 10 tour groups not being provided with suitable accommodation, meals, and transportation in Phu Quoc.
This company also did not sign contracts with Vietnamese travel agencies to manage the tour groups it brought over.
Furthermore, some, or even all, members of 6 out of 10 tour groups that We Love Tour brought to Phu Quoc did not have valid travel contracts. Each group lacked a tour manager from Taiwan. Meanwhile, according to common practice, overseas tours from Taiwan are required to have a tour manager accompanying the group, acting as an interpreter and tour operator.
The aforementioned violations by We Love Tour regarding tours to Vietnam have violated Taiwan's Tourism Development Act and Regulations governing tourism agencies. Therefore, the Bureau has decided to fine the company NT$810,000.
How can tourists get their money back?
According to CNA, the Taiwan Tourism Bureau announced that 292 tourists who were "abandoned" in Phu Quoc and 430 other customers whose tours with We Love Tour were canceled may still receive refunds despite the company being temporarily suspended.
Tourists return to Taoyuan Airport after being left behind on a tour of 292 people.
Accordingly, the 430 customers whose trips were canceled can contact the banks that issued the credit cards they used to pay for We Love Tour to request a transaction refund.
Those paying by cash or bank transfer can prepare the necessary documents and bring them to the Taiwan Tourism Quality Assurance Association (TQAA) for further assistance.
TQAA is also responsible for assisting 292 stranded tourists in resolving their complaints.
According to Ms. Ngo My Hue, Secretary-General of TQAA, We Love Tour had collected approximately 13 million New Taiwan Dollars in tour bookings by April.
Besides reimbursing the additional expenses that 292 tourists had to pay themselves in Phu Quoc, including food or airfare, We Love Tour also owes customers approximately 20 million New Taiwan Dollars. David Lin, General Manager of We Love Tour, told TQAA that they are unable to pay this amount.
Mr. Truong Vinh Thanh, Chairman of TQAA, added that the Association will support all affected tourists in filing a class-action lawsuit to seek legal redress against We Love Tour.
Mr. Truong asserted that David Lin was unable to fulfill any of the compensation and guarantee promises he had made to customers.
David Lin, General Manager of Nien Dai Travel, admitted to the TQAA that they have no funds to compensate tourists and cannot fulfill contracts. Photo: Wu Yiqi.
Mr. Zhang added that We Love Tour not only engaged in fraudulent practices against its customers and partners but also tarnished the reputation of approximately 4,000 Taiwanese travel companies, and that the TQAA's mission is to clean up the reputation of Taiwan's tourism industry.
The TQAA revoked We Love Tour's membership on February 16th.
Furthermore, the Tourism Authority added that they had never fined We Love Tour prior to the current incident, while the TQAA also stated that they had not received any previous complaints against the company.
