Since we opened for business in 2000, we haven't needed
to use this procedure.
aim is 100% customer satisfaction, but we don't claim to
be perfect. We hope you won’t have any complaints when you
travel with Haivenu, but should something go wrong, here's
how we would deal with it.
of all, you must notify us of the nature of your complaint
immediately or as soon as possible to give us time to rectify
we can't resolve the problem, we'll make you an offer of
compensation. If you don't accept the offer, you can contact
our regulatory body, the Vietnam National Authority for
Tourism (VNAT), to arbitrate. VNAT's telephone number is
(0084) 04 942 2280.
responsible official at VNAT will ask you for full details
of your complaint. He or she will contact us (and any third
party or parties involved) for information and comment.
official will then make a judgement and, if your complaint
is upheld, will decide upon the amount of compensation due
it is unlikely that the process would be completed before
you left the country, payment of compensation will be made
retrospectively by bank transfer.