DOT demanded HelloSafe remove 'least safe' label, issue apology

The public apology issued by travel platform HelloSafe over its ranking of the Philippines as one of the “least safe countries in the world” came after a formal demand from the Department of Tourism, DAILY TRIBUNE has learned.

In a letter dated 20 June 2025, Tourism Secretary Christina Garcia Frasco called on HelloSafe to remove the article, apologize publicly, and ensure future reports involving the Philippines are fact-checked and based on credible sources.

The DOT described the report — titled “The Philippines, Colombia, and Mexico Emerge as the 3 Least Safe Countries in the World in 2024” — as “false and misleading,” warning that it inflicted reputational harm and undermined tourism efforts.

“We cannot allow an arbitrary and unsubstantiated figure to misrepresent the Philippines,” Frasco wrote. “Such information... caused unwarranted alarm and inflicted damage to our country's reputation and goodwill.”

The letter was addressed to HelloSafe founders and their director of public relations at their headquarters in France.

HelloSafe’s apology followed

On 15 July, HelloSafe issued a public statement confirming it had taken down the article and suspended its global travel safety ranking “pending a full audit of the methodology and criteria used.” The company expressed “sincere regrets for the misunderstanding and negative perception” caused by its publication and reaffirmed its respect for the Philippines and its people.

The apology, however, did not disclose that it was issued in response to a government letter. The timing came nearly four weeks after the DOT sent its formal demands.

DOT calls for lasting accountability

In a separate statement, the Department of Tourism welcomed HelloSafe’s retraction but reiterated the need for greater responsibility when publishing global rankings. It also underscored that the reputational damage has not yet been undone.

“As the DOT moves forward with implementing the National Tourism Development Plan 2023–2028… we expect the Philippines to be represented fairly, truthfully, and with the dignity that our people, destinations, and tourism workers rightfully deserve,” Frasco said.

She warned that the original article’s headline and framing remain accessible in international platforms and continue to distort public perception.

“The DOT reiterates the importance of transparency in methodology and sourcing — especially in global rankings that carry real consequences for a country’s reputation and its tourism industry,” Frasco added. “We reiterate the gravity of the reputational damage caused by the publication of the false article, which caused undue alarm, distorted public perception, and undermined the collective efforts of both government and private sector stakeholders.”

The DOT cited industry-wide concern over the report. Several groups — including the Philippine Hotel Owners Association (PHOA), Pacific Asia Travel Association (PATA), Philippine IATA Agents Travel Association (PIATA), Philippine Travel Agencies Association (PTAA), and Philippine Tour Operators Association (PHILTOA) — slammed the ranking as misleading.

In an earlier Facebook post dated 19 June, Frasco had criticized HelloSafe for lacking transparency and credibility, pointing out the use of unverifiable sources and recycled safety scores across multiple countries.