Since we opened for business in 2000, we haven't needed to use this procedure.

Our aim is 100% customer satisfaction, but we don't claim to be perfect. We hope you won't have any complaints when you travel with Haivenu, but should something go wrong, here's how we would deal with it.

First of all, you must notify us of the nature of your complaint immediately or as soon as possible to give us time to rectify the situation.

If we can't resolve the problem, we'll make you an offer of compensation. If you don't accept the offer, you can contact our regulatory body, the Vietnam National Authority for Tourism (VNAT), to arbitrate. VNAT's telephone number is (0084) 04 942 2280 .

The responsible official at VNAT will ask you for full details of your complaint. He or she will contact us (and any third party or parties involved) for information and comment.

The official will then make a judgement and, if your complaint is upheld, will decide upon the amount of compensation due to you.

As it is unlikely that the process would be completed before you left the country, payment of compensation will be made retrospectively by bank transfer.

(Please note that VNAT is a government administrative department and therefore has no predisposition to favour either side in a dispute.)

For more information, please check the relevant section of our Booking Conditions