01. Resolution Mechanism
Any complaints and disputes arising in connection with the customer’s booking and use of services shall first be resolved through negotiation between the Customer and SST Travel. All complaints shall be reviewed on the basis of information published on the website, booking confirmations, vouchers, policies of each service, payment vouchers, system data, feedback from SST Travel’s service providers (if any), and applicable legal regulations.
SST Travel acts as the focal point for receiving and coordinating the verification of the incident. In the event that the issue involves a service provider, SST Travel will assist the customer in working with the provider to handle the matter in accordance with the applicable policy.
In the event of an incident caused by an error on ssttravel.vn, we will immediately implement necessary measures to protect the customer’s rights. If an agreement cannot be reached, the customer has the right to submit a request to competent state authorities or a Court in accordance with the law.
03. Order and Procedures for Receiving and Handling Feedback, Requests, and Complaints
Step 1: Submitting a Complaint
Customers send complaints regarding services or unfulfilled rights to ssttravel.vn via the methods specified above.
Step 2: Receiving and Processing the Complaint
ssttravel.vn will receive customer complaints and proceed to verify the information within 03 working days from the date of receipt.
Step 3: Resolution & Feedback to Customers
Expected resolution timeframe:
- No more than 07 working days for common and standard issues, such as feedback on customer care service quality; faulty services provided; or service quality differing from the description.
- No more than 10 working days for complex issues requiring multi-party verification or depending on verification results from related units.
ssttravel.vn will make every effort to verify information and resolve complaints quickly and promptly to ensure customer rights. In cases beyond the capability and authority of ssttravel.vn, we will request the Customer to bring the matter to competent state authorities for resolution in accordance with the law.
04. Measures and Supporting Tools for Resolving Feedback, Requests, and Complaints
To support the resolution of feedback, requests, and complaints, ssttravel.vn applies one or more of the following measures:
- Storing transaction history information on the system
- Storing the contents of exchanges between parties
- Checking documents, invoices, and related materials
- Receiving and storing evidence provided by customers
- Assigning specialized departments to receive and handle the issues
- Archiving resolution records for inspection and reconciliation when necessary.
05. Basis and Process for Making Resolution Decisions
The results of resolving feedback, requests, or complaints are reviewed by ssttravel.vn based on:
- Information provided by customers and related parties
- Data stored on ssttravel.vn’s system
- Transaction history
- Contracts, terms of use, and policies published on the website
- Current legal regulations
- Other legal documents and evidence.
The resolution decision is made after ssttravel.vn completes the verification and evaluation of all related dossiers.
If the parties do not agree with ssttravel.vn’s resolution results, they have the right to continue negotiations or request competent state authorities to resolve the matter in accordance with the law.
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