Recently, an officer at Phu Quoc International Airport was suspended by Vietnam’s Immigration Department under the Ministry of Public Security due to inappropriate conduct towards a tourist, causing a significant public outcry.
On May 19, the Immigration Department issued a statement concerning an incident where an officer ripped up a boarding pass for a family member of a tourist from Taiwan during the exit process at Phu Quoc International Airport.
Following the incident, the department quickly decided to suspend all officers involved in the exit procedures from May 13 for an investigation to ensure adherence to police protocols.
The action of the immigration officer led to widespread criticism online. Aviation expert Pham Ngoc Sau remarked that the primary source of discontent at Vietnamese airports is not overly complicated procedures but rather the attitudes of some personnel.
Sau clarified that immigration officers are tasked with verifying essential travel documents such as passports and visas, not examining luggage or personal items, which are duties assigned to airport security, customs, and quarantine officials.
“Each nation has its unique immigration rules. Comparing stringent or lenient policies is unproductive—as it pertains to national sovereignty,” said Sau. “Nonetheless, passenger experiences are profoundly influenced by infrastructure, technology, and the organization of operations. Advanced facilities in Singapore, South Korea, or Japan utilize e-gates and biometric technology to streamline arrival and departure processes.”
In Vietnam, unsatisfactory passenger experiences commonly arise from unprofessional conduct rather than procedural issues. “A single unprofessional action can tarnish the entire sector’s reputation and that of the country,” he emphasized.
Regarding the incident at Phu Quoc, Sau confirmed that the officer had expressed regret to the tourist. “This acknowledgment is essential, and it highlights the need for fostering a service-oriented mentality among staff working at international points of entry such as airports,” he added.
Assoc. Prof. Dr. Bui Hoai Son, a member of the National Assembly and a Standing Member of the Committee on Culture and Education, criticized the officer’s actions, labeling them “unprofessional and disrespectful.”
“Airports serve as the face of a country. Each officer or security personnel represents not just their technical roles but also reflects national image, cultural norms, and hospitality,” he stressed. “Tearing up a traveler’s boarding pass in front of them, especially their children, leaves lasting emotional scars and damages our nation’s standing.”
He insisted that no justification, such as procedural stress or heavy workloads, excuses disrespectful behavior. “Airport staff must practice calmness, politeness, and professionalism, particularly during disagreements,” he urged. “Vietnam aspires to present itself as a warm, safe, and appealing destination. Every smile, action, and word exchanged at airports should echo this ambition,” he added. “This involves not only proficiency but also a commitment to public service ethics and a culture of respect.”
Vietnam is known for having relatively accessible immigration policies. In contrast to countries like the U.S., U.K., Japan, or Australia—which impose strict visa requirements with in-person interviews and financial statements—Vietnam has notably streamlined its approach.
With e-visas available for citizens from over 150 nations and visa exemptions for 25 nations, including European and ASEAN countries, Vietnam is demonstrably open to welcoming foreign visitors.
While still trailing behind regional counterparts like Thailand, Singapore, or Malaysia in technological infrastructure, Vietnam is making noticeable progress. Visa processing remains swift, with fewer documentation demands and reasonable fees linked to digital advancements.
However, Bui Hoai Son pointed out that challenges persist in implementation. For instance, there is a lack of multilingual support and inconsistent service quality observed at airports. “Even with open immigration policies, minor errors by airport personnel can tarnish Vietnam’s image,” he emphasized.
“Meticulous adherence to safety protocols is vital and correct,” he remarked, “as airport personnel serve as the primary line of defense in securing both national and passenger safety.”
Bui Hoai Son proposed that modern bureaucratic systems should avoid following rigid or overly relaxed methods. Flexibility is vital—adjusting regulations suitably to improve visitor experiences while maintaining integrity.
He underscored that flexibility does not imply indulgence or ignoring regulations but rather the intelligent application of policies that prioritize customer service and international hospitality.
“This incident serves as a valuable lesson. Airports nationwide should equip their security and immigration staff with training not just in technical competencies but also in effective communication, service orientation, and cultural awareness,” he urged. “Simple gestures can create significant positive impressions on international travelers.”
The controversial incident occurred on May 13 when a family of Taiwanese tourists met an officer at Phu Quoc Airport while getting ready to board their flight. The officer insisted on processing each family member, including their two young children, individually. Frustrated after standing in a lengthy line, the family voiced their displeasure. In response, the officer ripped the boarding pass in front of them, which was widely criticized as an inappropriate and unprofessional act.