Complaints procedure

Complaints

We hope you won’t have any complaints but, should a problem arise, the procedure to be followed is:
you must notify us of the nature of your complaint immediately in order to give us time to rectify the situation
if we cannot rectify the situation, we will make you an offer of compensation
if you are unwilling to accept the compensation we offer, you can contact our regulatory body, the Vietnam National Authority for Tourism (VNAT), to arbitrate. The telephone number is (0084) 04 942 2280
the responsible official at VNAT will ask you for full details of your complaint, and will contact us, and any third party or parties involved, for comment
the official will then make a judgement about the matter and, if your complaint is upheld, 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