24/7 SupportComplaint Handling and Resolution Methods
1. Resolution Principles
Prioritizing negotiation, goodwill, transparency, and protection of the legitimate rights of customers, TourLuk, and related parties.
All complaints are reviewed based on info published on the website, booking confirmations, vouchers, specific service policies, payment receipts, system data, feedback from TourLuk’s service partners (if any), and legal regulations.
TourLuk is the focal point for receiving and coordinating fact verification. In cases involving service provider partners, TourLuk will assist customers in working with the partner to resolve the issue according to applicable policies.
If an agreement is not reached, customers have the right to send requests to competent state agencies or courts as prescribed by law.
2. Complaint and Feedback Reception Channels
| Email: | contact@tourluk.com. |
| Hotline: | +84 8 1919 0101. |
| Direct reception address: | 173/1 Dao Cam Moc, Chanh Hung Ward, Ho Chi Minh City. |
Other support channels announced on the tourluk.com website such as contact forms, customer accounts, Zalo, Messenger, or TourLuk’s official customer care channels.
Administrative reception hours: 08:00 – 17:30 from Monday to Friday, excluding statutory holidays/Tet. For ontour incidents, customers should immediately contact the support number/hotline written on the voucher or confirmation email (if any).
3. Classification of Feedback, Requests, and Complaints
Pre-trip complaints: incorrect booking info, unreceived vouchers, date changes, passenger info changes, guest quantity changes, invoice requests, payment/surcharge inquiries.
On-trip complaints: name missing from list, pick-up point errors, guide/driver not contacting, itinerary changes, service quality non-compliant with commitments, safety incidents, room/vehicle/ticket issues.
Post-trip complaints: reimbursement requests, partial refund requests, service quality not as described, complaints about service attitude, loss of paid benefits, voucher/discount code disputes.
Payment/refund complaints: payment errors, duplicate transactions, unrecorded transaction codes, incorrect amounts, delayed refunds, refunds to wrong accounts, or refund fees.
Personal data complaints: data edit/deletion requests, data breach reports, unwanted ads, or suspected unauthorized account access.
4. Required Customer Information for Complaints
Full name, phone number, contact email.
Order code, booking code, voucher code, payment transaction code (if any).
Tour/service name, departure date, or service usage date.
Complaint content, time of occurrence, location, and specific requested resolution.
Relevant evidence: photos, videos, emails, messages, invoices, receipts, payment statements, confirmations from guides/operators, medical documents, or other documents (if any).
For on-trip incidents, customers should report them at the time of occurrence so TourLuk and related parties have the chance to address them promptly; complaints made after the tour ends without evidence or on-site reporting may have limited verification possibilities.
5. Complaint Resolution Process
| Step | Processing Content |
| Step 1 – Reception | TourLuk records the request, creates a complaint file, and confirms receipt via the appropriate contact channel. |
| Step 2 – File check | TourLuk checks the booking, payment status, voucher, communication history, system data, and applicable service policies. |
| Step 3 – Verification | If the incident involves TourLuk’s service partners, guides, hotels, transport companies, attractions, banks, or payment gateways, TourLuk will send a verification request to the related party. |
| Step 4 – Proposing solutions | TourLuk announces the verification results and processing options such as explanation, info correction, rescheduling, alternative services, partial/full refund, or other suitable options. |
| Step 5 – Implementation & filing | After the plan is confirmed or when TourLuk has grounds to process based on policy, TourLuk carries out the support/refund/adjustment and files the records for reconciliation. |
6. Expected Processing Time
Complaint receipt confirmation: within 01 to 03 working days from receiving basic information.
Simple cases within TourLuk’s control: expected to be processed within 03 working days from receiving complete documentation.
Cases requiring verification with service partners, payment gateways, or foreign partners: expected to be processed within 03 to 07 working days depending on the nature of the case and the partner’s response time.
Complex cases involving force majeure, insurance, state agencies, banks, chargebacks, or multiple foreign parties: TourLuk will notify the customer of a separate expected processing time.
Time for funds to return to the customer’s account/card (if any): typically 07 to 15 working days depending on the bank, payment gateway, and refund method.
7. Basis for Decision Making
Service information published on the website at the time the customer booked the service.
Cancellation/change/refund conditions of each tour/service.
Confirmation emails, vouchers, booking codes, invoices, transaction codes, and payment data.
Communication history between the customer, TourLuk, and related parties.
Evidence provided by the customer and evidence provided by related parties.
System data such as booking time, payment time, booking change logs, voucher status, and service usage status.
Current legal regulations and valid agreements between the parties.
8. On-Trip Incident Support
Customers must immediately contact the tour guide, the support number on the voucher, or TourLuk when an incident occurs during the tour to get it resolved in real time.
TourLuk can assist in contacting the service partner, coordinating alternate pick-up points, resending vouchers, verifying bookings, proposing alternative services, or recording the incident for post-tour resolution.
If customers voluntarily leave the tour, purchase substitute services themselves, or negotiate outside the system without reasonably notifying TourLuk, refund/reimbursement rights may be limited or unaccepted based on the applicable policy.
9. Complaint Record Storage
TourLuk stores complaint files, booking data, payment receipts, evidence, partner feedback, and processing results for customer care, accounting, reconciliation, internal audit, and legal requirements.
Information in complaint files is kept confidential per the Privacy Policy and is only shared to the extent necessary to process the case.