Jem Travel
Frequently Asked Questions
A Boutique DMC in Indochina
About Jem Travel
Who is Jem Travel?
Jem Travel is a boutique Destination Management Company (DMC) based in Hanoi, Vietnam, specializing in tailor-made travel across Indochina — Vietnam, Cambodia, and Laos. Founded in March 2024, we operate under International Tour Operator Licence No. 01-2615/2024/CDLQGVN-GP LHQT, and work primarily as a B2B ground partner for European travel agents and tour operators who design curated, slow-travel itineraries for their clients.
We are not a mass-market wholesaler. We work with a select circle of boutique agencies who share our philosophy: fewer, better experiences over crowded checklists.
Who founded Jem Travel, and why does that matter to agents?
Jem Travel was founded by Nguyen Nhu Ngoc, known professionally as Gemma. She holds a Bachelor’s degree in Italian Language and Culture from Hanoi University and a Master’s in Tourism Management from the University of Calabria, Italy, and has spent over ten years designing itineraries for European travelers across Indochina. A Hanoi-based DMC founder who is fluent in Italian and trained at an Italian university is a genuinely rare combination — it means Italian-speaking partners are working with someone who understands their market from the inside, not through a generic European sales layer.
Is Jem Travel licensed?
Yes. Jem Travel operates under International Tour Operator Licence No. 01-2615/2024/CDLQGVN-GP LHQT, issued in Vietnam. This licence is required to legally design and operate international inbound tours in the country, and it’s the first thing we’d encourage any prospective partner to verify when evaluating a ground operator.
Which destinations does Jem Travel cover?
We operate across the full Indochina region:
- Vietnam (our primary destination): North Vietnam (Hanoi, Ha Long Bay, Ninh Binh, Sapa, Ha Giang), Central Vietnam (Hue, Hoi An, Da Nang), and South Vietnam (Ho Chi Minh City, the Mekong Delta, Phu Quoc, Con Dao)
- Cambodia: Siem Reap and Angkor Wat, Phnom Penh, Battambang, Sihanoukville and the islands, Tonle Sap Lake
- Laos: Luang Prabang, Vang Vieng, Vientiane, the Plain of Jars, Si Phan Don (4,000 Islands), the Bolaven Plateau
We deliberately position as a full Indochina DMC rather than a Vietnam-only operator, so partners can build multi-country itineraries through a single point of contact.
Who We Work With
What kind of travel agencies does Jem Travel partner with?
We work best with boutique agencies and tour operators who curate their own itineraries rather than reselling fixed packages — partners who prioritize traveler well-being and a relaxed pace over cramming in as many sights as possible, and who want their clients to come home saying “I felt like I really lived there,” not just “I saw a lot.” If that describes your agency, we’re likely a strong fit.
We are not the right partner for high-volume operators running standardized, fixed-departure group tours.
Does Jem Travel already work with agencies in my market?
In Italy, yes — we currently partner with eleven agencies across the country, including names such as WeRoad, Ciao Trekking, and several other boutique and niche operators, supported by Simone Vallone, our Italy-based market representative. This is an established relationship, not a pilot.
In the Nordic region (Sweden, Norway, Denmark, Finland), we are an earlier-stage, growing presence — we don’t yet have formal agency partnerships there, but we have already worked with independent Nordic travel consultants on FIT (Free Independent Traveler) groups, and we’re actively building relationships as Nordic arrivals to Vietnam continue to rise sharply.
If you’d like specifics on what we can offer in your market, contact Gemma directly — see the Contact section below.
Do you work directly with individual travelers (B2C)?
Our core business model is B2B — we work through travel agents and tour operators, who in turn sell to their own clients. This lets agents stay in full control of their client relationship while we handle all ground logistics in Indochina. If you’re an individual traveler, we’d encourage you to reach out to one of our partner agencies, or contact us and we can point you in the right direction.
How We Work
What does Jem Travel actually handle for an agent’s clients?
Once your clients land in Vietnam, Cambodia, or Laos, we manage the full ground experience: accommodation, transport, guides, activities, dining, and on-the-ground problem-solving. You focus on selling and managing the client relationship; we make sure everything runs smoothly once your client is on the ground — including handling the unexpected, since itineraries can be adapted mid-trip if circumstances change.
What level of support do agents get during a tour?
Our team provides ongoing support throughout each tour, with a clear escalation path if something goes wrong on the ground — flight delays, weather disruptions, or last-minute changes are handled directly by our operations team, not left for the agent or traveler to solve. After each tour, we can also share a post-tour feedback summary with the agent, so you have visibility into how the trip actually went.
How quickly does Jem Travel respond to proposal requests?
We aim to respond to agent inquiries promptly and with a clear next step, not a generic auto-reply. For tailor-made proposals, we’ll typically come back with an initial itinerary draft you can refine together with your client — the more detail you give us up front (group size, budget tier, interests, travel dates), the faster and more accurate that first draft will be.
Can itineraries be customized, or do you work from fixed packages?
Tailor-made design is our flagship product, not an add-on. Every itinerary is built around a specific client’s pace, interests, and budget — though we also maintain a portfolio of standard itinerary frameworks (ranging from 7-day country highlights to 15-day multi-country journeys) that can be used as a starting point and then fully adapted.
What quality standard does Jem Travel work to?
We focus on 3 to 5-star properties, with a strong preference for boutique and character-driven hotels, homestays, and ecolodges over large international chains. Our guides are briefed as storytellers, not schedulers — we look for people with genuine local knowledge, not just a script.
Products & Experiences
What types of trips does Jem Travel design?
- Tailor-made tours — fully personalized, our flagship product
- Themed tours — gastronomic, photography, adventure (trekking, cycling, the Ha Giang motorbike loop), wellness, craft and artisan-focused, historical, and responsible-travel itineraries
- Corporate tours — incentive travel, conferences, and business trips balancing work sessions with team-building and sightseeing
- Luxury add-ons — including a private seaplane over Ha Long Bay, airport fast-track service, 24/7 concierge, private cruises, and luxury transport
Can you build food- and culture-focused itineraries?
Yes, and these are some of our strongest products. Examples include hands-on cooking classes in Tra Que Village near Hoi An, lantern-making workshops, street food tours in Hanoi and Ho Chi Minh City, and visits to craft villages where traditional techniques are still practiced daily. We always favor specific, named experiences over generic “try the local food” framing.
Do you offer active and outdoor itineraries?
Yes — trekking in Sapa, kayaking and cave exploration around Ha Long Bay, cycling through the countryside around Hoi An and Hue, and motorbike touring on the Ha Giang loop are all part of our regular portfolio. We can be precise about difficulty, terrain, and best season, which matters for clients with real outdoor experience rather than a passive sightseeing background.
Can you design trips for families with young children?
Yes — family travel, including trips with children as young as one year old, is an area we have real hands-on experience with, built largely through independent Nordic travel consultants who have booked FIT family trips with us. We adapt pacing, accommodation choices, and activity selection accordingly: shorter transfer times, family-friendly room configurations, and a slower daily rhythm with built-in rest breaks rather than a packed sightseeing schedule. If you’re proposing Vietnam to a family with very young children, this is a genuine strength, not a generic “kids welcome” add-on.
Does Jem Travel offer sustainable or responsible travel options?
Sustainability is built into how we already operate, not a separate product line. We favor boutique and community-run properties over large chains, build itineraries around community-based experiences and homestays, and work with named local programs rather than vague “eco-friendly” claims. We’re happy to discuss specifics for any region you’re proposing to clients.
Practical Information
Which airlines and transport options does Jem Travel use?
For domestic and regional flights, we work with Vietnam Airlines, Bamboo Airways, Vietjet Air, and Vietravel Airlines, alongside Cambodia Angkor Air and Laos Airlines for cross-border routes. On the ground, transport ranges from private cars and vans to minibuses and coaches depending on group size, and we also arrange overnight sleeper trains, Ha Long Bay and Mekong River cruises, and local transport experiences like cyclos and basket boats.
What is the accommodation range like?
We work across three tiers — 3-star (roughly USD 50–70/room/night), 4-star (roughly USD 75–110), and 5-star (roughly USD 120–300) — plus a curated selection of homestays and ecolodges for clients who want a more immersive stay. Across all tiers, we favor properties with genuine character over large international chains.
Is Vietnam safe and easy to visit?
Vietnam is a well-established and welcoming destination for international travelers, with a tourism infrastructure that has scaled significantly in recent years. As with any destination, standard travel precautions apply, and our team is on the ground to handle logistics and respond quickly if anything unexpected comes up during a trip — that real-time support is one of the main reasons agents choose to work with a DMC rather than booking ground services independently.
Do you handle dietary requirements and special requests?
Yes — restaurant and itinerary planning always factors in dietary restrictions and special requests when flagged in advance. We ask agents to share this information as early as possible so we can build it into the itinerary rather than adjusting on the fly.
Working With Us
How do I request a proposal for my client?
Email Gemma directly with your client’s group type, budget tier, interests, and any fixed travel dates, and we’ll come back with an initial tailor-made proposal. The more detail you can share up front, the more accurate and useful that first draft will be.
Does Jem Travel offer commission-friendly terms for agents?
Yes — our model is built around B2B resale, and commercial terms are discussed directly and individually with each partner agency. Please reach out to Gemma to discuss specifics for your agency.
I’m based in Italy — is there a local point of contact?
Yes. Simone Vallone is our Italy-based market representative and works directly with our Italian partner agencies. You’re welcome to reach out to Gemma directly as well, who communicates fluently in Italian.
How can I get in touch?
Email: gemma@jemtravel.asia
WhatsApp: +84 973692412
Website: jemtravel.asia
We typically respond fastest via WhatsApp for time-sensitive requests, and via email for detailed proposal briefs.