Handling Complaints and Ensuring Satisfaction

Since our establishment in 2017, Luxury Travel Agency Vietnam has proudly maintained a strong track record of client satisfaction, and we are dedicated to delivering flawless travel experiences. While our aim is always 100% customer satisfaction, we understand that unforeseen issues can occasionally arise.

Should you encounter any problems during your journey with us, we are committed to addressing and resolving them promptly. Here’s how we handle complaints:

1. Immediate Notification: If you have a complaint, please notify us as soon as possible. This allows us the opportunity to rectify the situation while you’re still traveling.
2. Compensation Offer: If we are unable to resolve the issue to your satisfaction, we will offer appropriate compensation. In the unlikely event that you are not satisfied with this offer, you have the option to seek arbitration through the Vietnam National Administration of Tourism (VNAT).
3. Independent Arbitration: Should you choose to escalate the matter, VNAT will step in as an impartial arbitrator. You can contact them directly at (0084) 04 942 2280. They will request full details of your complaint and reach out to all involved parties to gather information.
4. Fair Resolution: VNAT will review the case thoroughly and make a fair judgment. If your complaint is upheld, they will determine the appropriate compensation, which will be processed and paid via bank transfer after you return home.

Note: As a government body, VNAT remains neutral throughout the arbitration process, ensuring fairness to both parties.

For more details, please refer to the “Booking Conditions” section on our website.