Our Customer Service Policy

Our Commitment to You: We Always Keep Our Promises

At Luxury Travel Agency Vietnam, integrity and transparency are at the core of what we do. We promise you the best service, honest advice, and a seamless travel experience. Here’s how we deliver on that promise:

Up-to-Date, Honest Information

We provide accurate, unbiased, and current information about traveling in Vietnam. While we take pride in our country, we believe in being honest. If something isn’t up to standard, we’ll tell you. If you need specific information, we’ll do our best to source it for you.

Personalized Assistance & Prompt Response

From your first inquiry to the moment you arrive in Vietnam, we’re here to assist you every step of the way. You’ll receive prompt responses, usually within a day. For more complex requests, we’ll give you a clear timeline. During your trip, you can reach us Monday to Friday or via a 24-hour mobile contact for any urgent issues.

Your Personal Tour Operator

From the start, you’ll be assigned a personal tour operator, available 24/7, who will work closely with you to design the perfect itinerary. They’ll ensure everything runs smoothly from your arrival in Vietnam until your departure, keeping you informed and re-confirming arrangements.

Expert, High-Quality Guides and Services

Our professional guides and service providers are carefully selected for their expertise, local knowledge, and dedication to customer satisfaction. We guarantee that your guides will be fluent in your language, personable, and skilled in bringing Vietnam’s history and culture to life in an engaging and insightful way.

Fair Pricing with No Hidden Extras

We offer transparent pricing with no hidden fees. The margin we add covers costs and provides a modest profit, and it never exceeds 20%. Additional services, like dinner reservations or event tickets, will be quoted at the exact price, with no extra markup. We don’t accept commissions from shops or commercial outlets, so you’ll never feel pressured to buy anything.

Secure Payment & Protection

Your payments are secure, and we are fully licensed by the Vietnam National Authority for Tourism. Our financial practices include a cash bond held for your protection, ensuring compensation if we fail to meet our contractual obligations.

We are committed to upholding the highest standards in customer service, ensuring that your journey with Luxury Travel Agency Vietnam is as smooth, enjoyable, and memorable as possible.

Fair Compensation

If something goes wrong due to our fault or a contracted third party, we will reimburse you. We’ll handle any issues with our partners afterward. Exceptions include situations beyond our control, like government action, war, civil unrest, or natural disasters.

Your Privacy is Our Priority

Your personal information is used solely to manage your tour, and we never share it without your consent. After your trip, we may request feedback to improve our services. Any quotes used for testimonials will remain anonymous, and you are under no obligation to participate.

If our privacy policy changes, we’ll update it on this page.

Customer Feedback and Continuous Improvement

Your experience matters to us. After your trip, we’ll invite you to share feedback to help us improve our services and enhance the travel experience for future clients. If you’re willing, we may ask to use a short quote from your feedback on our website, but your privacy will always be respected, and there’s no obligation to participate.