GENERAL TERMS
Customers using services of VIETNAM ARAB TRAVEL are guaranteed their legal rights, according to the agreement in the contract and the provisions of law.
All questions and complaints of customers related to service quality are received and resolved quickly, in the spirit of goodwill.
- If customers have a complaint to VIETNAM ARAB TRAVEL during the tour, the customers must first notify the tour guide as soon as possible to solve the problem.
- If not satisfied, customers can contact the representative (sales) of VIETNAM ARAB TRAVEL during the tour so that we have a chance to tackle their
- If still not satisfied, customers need to send all complaints directly to support@vietnamarab.net within 30 days from the end of the tour.
We will not accept any responsibility for ccomplaints received after this deadline.
Time limit on making a complaint:
- No more than 30 days for service quality issues.
- No more than 15 days for business issues
Resolution of customer complaints are recorded and answered in writing complying with current laws.
SETTLEMENT PROCEDURES
Step 1: Receiving customer complaints
When having questions or complaints about our service quality, customers contact our company according to the following ways:
- Meet directly the Customer Service Department at the office or branches of VIETNAM ARAB TRAVEL
- Contact phone number: 024 9996 3579
- Send email to: support@vietnamarab.net
- Create Ticket in CRM system of VIETNAM ARAB TRAVEL
- Send Request/Complain Letter (post office)
Note: In the email or letter, please specify the content of the complaint, request and provide papers and information related to the service and using service.
Step 2: Resolve complaints
If customers contact to work directly, VIETNAM ARAB TRAVEL will record the content, feedback and requests of customers.
After receiving the customer's email or letter, VIETNAM ARAB TRAVEL will start the process of checking the reflected content. And within 48 hours, we will send you a reply letter (if anything has been fixed, needs to be exchanged or needs to provide more information...), and/or we will send Invitation letter - to directly work and resolve complaints.
In case the matter is more complicated which involves many parties, or needs time to verify and check out, the settlement time will be longer, but no more than 30 days.
Step 3: Resolve (2nd)
If you do not agree with our settlement, we will send you letter of reply or letter of invitation (2nd time) with the hope of reaching an agreement between the two parties.
After that, if you still do not agree with the second settlement, you can send letter to the management agency or f le a lawsuit to the Court.