On February 17, the Taiwan Tourism Bureau announced that it had clarified the violations of We Love Tour and decided to fine the company NT$810,000 (US$25,839), according to CNA news agency.
Mr. Chu Vinh Huy (left), Director General of Taiwan Tourism Bureau and Mr. Truong Vinh Thanh, Chairman of Tourism Quality Assurance Association, spoke at a press conference on February 17. Photo: CNA.
What did We Love Tour do wrong?
At the press conference, the Taiwan Tourism Bureau informed that We Love Tour had committed a series of violations that led to the incident in which 10 groups of tourists were not provided with suitable accommodation, meals and transportation in Phu Quoc.
This company also does not sign contracts with Vietnamese travel companies to manage the tour groups it brings over.
In addition, some or even all members of 6/10 tour groups that We Love Tour took to Phu Quoc were not granted legal travel contracts. Each group did not have a tour manager from Taiwan accompanying them. Meanwhile, according to custom, Taiwanese outbound tours must have a tour manager accompanying them as an interpreter and tour operator.
The above violations of We Love Tour regarding tours to Vietnam violated the Tourism Development Act and the Regulations on Management of Tourism Agencies of Taiwan. Therefore, the Bureau decided to fine this company NT$810,000.
How do tourists get their money back?
Also according to CNA, the Taiwan Tourism Bureau announced that 292 tourists who were “abandoned” in Phu Quoc and 430 other customers whose trips with We Love Tour were canceled can still get refunds even though the company has been suspended.
Tourists returning to Taoyuan airport on a tour of 292 passengers were abandoned.
Accordingly, 430 customers whose trips were canceled can contact the credit card issuing banks they used to pay for We Love Tour to request a transaction revocation.
Those paying by cash or bank transfer can prepare documents and bring them to the Taiwan Tourism Quality Assurance Association (TQAA) for further assistance.
TQAA was also responsible for assisting 292 “abandoned” tourists in resolving their complaints.
Ms. Ngo My Hue, Secretary General of TQAA, said We Love Tour has collected about NT$13 million in customer bookings up to April.
In addition to refunding the additional fees that 292 tourists had to pay themselves in Phu Quoc, including food or airfare, We Love Tour also owes customers about NT$20 million. Mr. David Lin, General Manager of We Love Tour, told TQAA that it is unable to pay this amount.
Mr. Truong Vinh Thanh, Chairman of TQAA, added that the Association will support all affected tourists to file a class action lawsuit to seek legal redress against We Love Tour.
Mr. Truong asserted that David Lin could not fulfill any of the compensation and guarantee promises it made to customers.
Mr. David Lin, General Director of Nien Dai Travel, admitted to TQAA that he had no money to compensate tourists and could not complete the contracts. Photo: Wu Yiqi.
Mr. Truong added that We Love Tour not only cheated its customers and partners, but also tarnished the reputation of about 4,000 Taiwanese travel agencies, and it was TQAA's duty to clear the name of Taiwan's tourism industry.
TQAA revoked We Love Tour's membership on February 16.
Additionally, the Vietnam National Administration of Tourism added that it had never fined We Love Tour before the current incident, while TQAA also said it had not received any previous complaints against the company.
