Vietnam Suspends Immigration Officers After Boarding Pass Incident with Taiwanese Family at Phu Quoc Airport

(Vietnam Insider) – Phu Quoc, Vietnam – Vietnam’s Immigration Department has suspended immigration officers involved in an incident that occurred at Phu Quoc International Airport, where a Taiwanese tourist’s boarding pass was reportedly torn in half by an officer during exit procedures. The case has sparked concern among international travelers and prompted swift disciplinary action by Vietnamese authorities.

The incident took place on May 13, as a Taiwanese family of four was preparing to board their return flight from the popular resort island of Phu Quoc to Kaohsiung, Taiwan. According to official reports, the altercation began when immigration officers requested that each family member present their passport individually—common practice when verifying documents for travelers with children.

Related: Vietnamese Bikini airline unveils new brand

However, due to a language barrier—the family spoke Mandarin Chinese while the officer spoke English—communication quickly broke down. The family reportedly appeared confused by conflicting instructions and expressed their frustration in Mandarin. Misunderstanding the situation, the officer perceived the passengers’ tone as aggressive and, in a moment of anger, tore one of their boarding passes.

Airport officials immediately stepped in, assigning a different officer to assist the family. Their boarding pass was reissued, and they successfully completed the exit process. The Immigration Department later confirmed that disciplinary actions will be taken in accordance with internal regulations to ensure professionalism and accountability within the department.

The incident gained traction in both Vietnamese and Taiwanese media, particularly after the passenger shared her side of the story on social media. According to her posts, the family was first told to queue in pairs, then abruptly asked to move to the back of another line, leading to confusion. When she tried to clarify the instructions in Chinese, the officer misinterpreted her tone as confrontational. After being ignored for some time, she approached the counter again—prompting the officer to tear up her boarding pass.

Adding a human touch to the story, the woman shared that their Vietnamese tour guide later contacted her to relay an apology from local customs officials, who had even visited the travel agency in person to express regret.

The case has fueled broader conversations about cultural sensitivity, language support, and the importance of maintaining professionalism at international border checkpoints—especially in tourist hotspots like Phu Quoc.

Vietnam’s Ministry of Public Security emphasized that the temporary suspension of the officers involved is meant to allow a transparent investigation and reaffirmed the country’s commitment to protecting the rights of international visitors.

Related

Source: Vietnam Insider