1. Intake Channels: Complaints must be submitted via email to operate@ssttravel.vn or hotline/WhatsApp +84 707 260 119, including booking codes, incident descriptions, times, vouchers, and resolution requests. Active tour issues should be reported immediately to tour guides or operations.

2. Process & Principles: SST Travel acknowledges receipts within 3 working days and proposes solutions within 7 working days. Parties prioritize negotiation based on Vietnamese law.