338 TRAVEL COMPANY LIMITED
POLICY ON RECEIVING AND RESOLVING
FEEDBACK, REQUESTS, COMPLAINTS
Applicable to customers using the Company's services
1. Basis and purpose of application
- This policy stipulates the principles, procedures, timelines, and scope of responsibility when receiving, verifying, and resolving feedback, requests, complaints, and disputes arising between the Company and customers during the use of services provided by the Company.
- The policy is built on the current Vietnamese laws on e-commerce, consumer rights protection, personal data protection, civil and transport laws; including Decree No. 248/2026/ND-CP dated 30/6/2026 detailing some provisions of the E-commerce Law.
- The aim of the policy is to ensure transparent, goodwill-based, and justified handling of feedback; while clearly defining the obligation to provide information and evidence by customers and the legal responsibility limits of the Company.
2. Scope of complaints and disputes accepted
· Booking, seat reservation, itinerary changes, cancellations, refunds, itinerary adjustments or transactions arising through the Company's website, call center, office, agents, applications, or official channels.
· Quality of passenger transport services, itineraries, pick-up/drop-off points, accompanying luggage, staff attitude within the Company's management scope.
· Transportation, delivery, storage of luggage and goods, including loss, shortage, delay, misplacement, damage, or related costs.
· Payments, reconciliations, invoices/documents, transaction codes, and financial content directly related to services provided by the Company.
· Collection, use, storage, and security of personal information according to the privacy policy and current legal regulations.
· Other issues arising directly from services provided by the Company and still verifiable.
The Company is not obligated to handle feedback under this policy if it does not arise from the Company's services, involves transactions with independent third parties, lacks identifiable sender information, lacks verifiable data, or shows signs of exploiting complaints to exert pressure, insult, threaten, or spread false information affecting the rights and legitimate interests of the Company, its staff, or related parties.
3. Principles of resolution
· Prioritize negotiation, mediation, goodwill but do not admit responsibility until verification is complete.
· Handle based on actual data: itinerary/receipt, transaction code, camera, call center recordings, vehicle itinerary, handover minutes, images, payment documents, staff information, and related materials.
· The Company's responsibility only arises for actual, direct damage with valid evidence and a causal relationship with faults within the Company's service scope.
· Customers are obliged to provide truthful, complete, timely information; preserve documents and cooperate in verification. Incorrect, incomplete declarations, providing invalid evidence, or changing statements after the incident are grounds for the Company to refuse or limit resolution options.
· The Company protects the legitimate rights of customers but reserves the right to refuse baseless requests, requests beyond responsibility scope, requests for indirect damage compensation, or requests contrary to published service regulations.
· Any support beyond legal responsibility, if any, is considered goodwill customer care policy, not an admission of fault or compensation obligation in other cases.
4. Forms of complaint reception
Customers can send complaints through any of the official channels announced by the Company at each time:
· The Company's customer care hotline/call center;
· The Company's official email;
· Written documents, work minutes, or direct feedback at the office/branch;
· Electronic forms, website, applications, or other official contact channels announced by the Company.
When submitting a complaint, customers need to provide at least the following information:
· Full name, phone number, contact address/email;
· Itinerary code, booking code, receipt code, transaction code, or transaction identification information if available;
· Specific complaint content, proposed request, and basis of the request;
· Time, location of the incident; itinerary, vehicle license plate, sending/receiving point, or related information;
· Documents, images, videos, receipts, invoices, messages, or related evidence if available.
If the complaint information is incomplete, the Company has the right to request customers to supplement. Processing time is calculated from the time the Company receives the minimum necessary information for verification.
5. Time of feedback and processing time
For luggage, customers must check upon receipt and immediately report to staff upon discovering damage, shortage, misplacement, or loss when disembarking for the Company to record the status and verify. For other content, customers should contact immediately upon discovering the incident.
Content group
Estimated processing time
Booking, itinerary, service quality, payment
From 03 to 07 working days from receiving sufficient necessary information for verification.
Luggage and goods shortage, misplacement, damage, loss
Receive immediately upon notification; processing estimated from 03 to 07 working days from receiving sufficient necessary information.
Eligible refund requests due to service cancellation
Within 03 working days from the time the Company receives cancellation information, according to the service change, cancellation, and refund policy.
Requests regarding personal data
According to the legal timeframe applicable to each right; related feedback, complaints are received according to this policy.
Complex cases requiring further verification
The Company notifies the reason, content needing verification, and next estimated time; does not automatically consider prolonged time as a basis for exemption from responsibility.
The 03 to 07 working day periods mentioned above are estimated processing times, not the time customers are allowed to submit complaints. Delayed feedback may affect verification ability; the Company still receives, evaluates available evidence, and notifies results, not automatically refusing just because the customer has left the drop-off point or beyond 24 hours.
6. Complaint resolution process
1. Reception and classification: The Company records the content, checks initial information, classifies the case according to itinerary group, service, payment, personal data, or other groups.
The Company notifies the reception of feedback, requests, complaints within 03 working days from the date of receipt, even if customers need to supplement information for verification.
2. Request for additional information: If the file lacks sufficient grounds, the Company notifies the content needing supplementation. Customers are responsible for cooperating within a suitable timeframe; if not supplemented, the Company may suspend or terminate processing due to lack of grounds.
3. Internal verification and data comparison: The Company checks itinerary booking data, itinerary, receipt, payment documents, camera, call/message recordings, luggage and goods handover, staff information, supporting partners, and other related materials if available.
4. Verification result feedback: The Company notifies the verification results, bases for determining responsibility, and appropriate handling plans according to service policy, internal regulations, agreements between parties, and legal regulations.
5. Implementation of handling plan: The Company implements the agreed plan or the plan within the Company's responsibility. If the customer disagrees with the plan, the parties continue negotiating or exercising the right to complain/sue according to legal regulations.
6. File storage and closure: Complaint files are stored according to internal regulations and related laws. Processing ends when the Company has officially responded, implemented the responsible plan, or the case no longer meets conditions for further verification.
Normal processing time is from 03 to 07 working days from receiving sufficient necessary information. For complex cases, the Company notifies the reason and next estimated time to the customer. Eligible refund due to service cancellation is processed within 03 working days from the time the Company receives cancellation information; not waiting for the complaint resolution period to end before refunding.
7. Special regulations for luggage and goods
7.1. Customer's declaration and packaging obligations
· Customers must truthfully declare the name, quantity, characteristics, condition, value of luggage and goods if requesting the Company to record the value or apply appropriate storage/fee measures.
· Fragile, perishable items, liquids, odorous items, electronics, machinery, important documents, high-value items, or items requiring special storage conditions must be notified before sending and properly packaged.
· Customers are responsible for the legality of luggage and goods, documents, origin, declaration content, and ensuring luggage and goods are not on the prohibited sending/transport list according to legal regulations or the Company's service regulations.
· The Company is not obligated to check the detailed contents inside the package if the customer has sealed it, except when required by law or in case of unusual signs.
7.2. Luggage and goods not declared or incompletely declared
If customers do not declare the value of luggage, goods at the time of sending, do not request value recording on the receipt, or do not provide valid value documents before an incident occurs, luggage, goods are considered ordinary items, not high-value items. Any additional value declaration after an incident is only considered when there is independent, valid documentation, dated before sending, and consistent with the actual goods.
The Company has the right to refuse compensation requests according to the value customers declare after an incident if there is no independent verification basis, the declared value is inconsistent with the type of luggage, goods, lacks valid invoices/documents, luggage, goods are not declared/packaged according to regulations, or customers cannot prove the causal relationship between the damage and faults within the Company's service scope.
7.3. Prohibited, restricted, and high-risk goods
The Company has the right to refuse transport or responsibility for goods on the prohibited sending/transport list, dangerous goods, illegal goods, money, gold, foreign currency, valuable documents, special assets, original personal documents, important legal records, flammable items, chemicals, live animals, items requiring specialized storage, or other goods the Company does not accept for transport, unless there is a separate written agreement and compliance with legal conditions.
8. Scope and limits of Company responsibility
The Company is only responsible for actual, direct damage with valid evidence arising from faults within the Company's service scope. The handling level is determined based on the degree of fault, verification data, actual condition, declared/accepted value at the transaction time, valid documents, and published service regulations.
Except where the law mandates otherwise or the parties have a separate written agreement, the Company is not responsible for:
· Indirect damage, expected profits, lost business opportunities, mental losses, unreasonable costs, or damage not proven with valid evidence;
· Damage due to customer, recipient, sender, agent/third-party errors not within the Company's control scope, or due to customers providing incorrect/incomplete/late information;
· Prohibited luggage, misdeclared luggage, undeclared value, lacking value documents, improperly packaged, self-repaired/moved/altered before the Company checks;
· Incidents due to natural disasters, epidemics, wars, riots, objective traffic accidents, severe congestion, fires, technical failures beyond reasonable control, requests from competent state agencies, or other force majeure events;
· Feedback content, posts, comments, shares on social media not providing sufficient transaction data or showing signs of falsehood, insult, threat, unlawful pressure.
Any refunds, support, compensation, or incentives, if any, only apply to specific cases and do not create a mandatory precedent for other cases. The Company reserves the right to request customers to sign a confirmation of receipt of support/refund/compensation and case closure before making payment.
9. Refunds, support, and compensation
The handling plan may include one or more measures: explanation and apology; information adjustment; support for itinerary change/cancellation/refund according to policy; support for searching/returning luggage, goods; repair/remedy within feasible scope; support for reasonable costs; direct damage compensation if there is sufficient basis to determine the Company's responsibility.
Refunds or compensation, if accepted, are made to the person with the legal right to receive according to transaction data, documents, or Company confirmation. The Company has the right to request original/copy of necessary documents, work minutes, owner confirmation of goods, account information for receiving money, and commitment to terminate complaints for the processed amount.
If it is found that customers provide false information, forge documents, inflate goods value after an incident, or exploit complaints for profit, the Company has the right to refuse processing, recover any support provided, store the case file, and refer to competent authorities if necessary.
10. Dispute resolution at competent authorities
If a dispute cannot be resolved through negotiation, mediation, or the parties cannot agree on a handling plan, each party has the right to submit the case to a competent state management agency, arbitration, or court according to Vietnamese law.
Except where the law mandates otherwise, the competent court is the court where the Company is headquartered or where the defendant resides/is headquartered according to procedural law. The applicable law is Vietnamese law.
During the dispute resolution process, the parties are responsible for preserving evidence, not publishing misleading information, not obstructing each other's normal operations, and not infringing on the rights and legitimate interests of the other party.
11. Policy publication, effectiveness, and amendment
This policy is publicly announced on the Company's website/official transaction channels and is effective from the time of posting or the time the Company announces its application.
This policy is an inseparable part of the Terms and Conditions of Service Use, Personal Information Privacy Policy, Payment Policy, Itinerary Change/Cancellation/Refund Policy, and other service regulations of the Company announced at each time.
By booking itineraries, sending luggage and goods, using services, continuing transactions, or contacting for support, customers are deemed to have been facilitated access, have read, understood, and agreed to comply with this policy, except where the law provides otherwise.
The Company has the right to amend and supplement the policy to suit business operations, risk management requirements, and legal regulations. Updated content will be announced on the website/official transaction channels and effective according to the time the Company announces, except where the law provides otherwise.
12. Contact information for complaint resolution
Website: xehunglong.com.
Time for receiving feedback, requests, complaints, and personal data requests: from 09:00 to 17:00 daily.
Company Name
338 Travel Company Limited
Company Code
0106766690
Head Office Address
338 Tran Khat Chan, Hai Ba Trung, Hanoi
Complaint Hotline
0914 077 779
Complaint Email
