Haivenu’s Complaint Resolution Process: Transparent and Fair

Since starting operations in 2000, Haivenu has maintained a commitment to 100% customer satisfaction and has not needed to use its formal complaint resolution process. However, in the unlikely event that an issue arises during your trip, Haivenu is dedicated to resolving it quickly and fairly.

If you encounter a problem, it is important to notify Haivenu immediately so the team can address the situation in real-time. If the issue cannot be resolved on the spot, Haivenu will offer compensation. Should you disagree with the compensation offered, you can escalate the matter to the Vietnam National Authority for Tourism (VNAT) for arbitration.

VNAT will request full details from both you and Haivenu, as well as any third parties involved. After reviewing the situation, VNAT will make a decision, and if your complaint is upheld, they will determine the appropriate compensation. As this process may take time, compensation will be paid retrospectively via bank transfer after your return home.

VNAT is an impartial government body, ensuring a fair and unbiased decision. For further information, customers are encouraged to review Haivenu’s Booking Conditions for a detailed explanation of the complaint process.