How we receive and resolve feedback, requests and complaints

Diamond Bay receives feedback, support requests and complaints about:

• Service information, prices, offers, taxes, fees and surcharges;
• Customer accounts and B2B partner accounts;
• Quotation requests, holds, booking confirmations, vouchers and invoices;
• Payments, deposits, reconciliation, failed transactions or transactions not yet recorded;
• Changes to passenger details, itinerary, cabin grade or service content;
• The quality of tours, cruises, accommodation, transport, restaurants, tickets and other travel services;
• Cancellation, termination, refunds or compensation;
• Personal data, payment information and account security;
• The conduct of Diamond Bay staff, suppliers or related parties;
• Any other lawful right or interest of customers, passengers and partners.

You may send a request through any of:

1. 01The Diamond Bay hotline;
2. 02The support email or the official contact email;
3. 03The contact form on the website;
4. 04The support function inside a B2B account;
5. 05In person or by post to our head office.

Full contact details are published in the company information block at the top of this page.

For an incident happening during a journey, or anything that could immediately affect safety, your rights or your ability to use the service, please call the hotline so we can help in time.

Diamond Bay never asks customers for passwords, OTP codes, CVV/CVC codes or full card details by phone, email, form or message.

To speed up verification, please provide:

• Your name and contact details;
• The booking code, transaction reference or B2B account details;
• The service name, departure or service date and number of passengers;
• What happened, and when and where;
• The outcome or solution you are seeking;
• Photographs, video, invoices, receipts, confirmation letters or other evidence;
• The account for a refund, once Diamond Bay asks for it through an official channel.

A lack of evidence does not automatically remove your right to give feedback or complain. Diamond Bay may ask for the reasonable additional information needed to verify and resolve the matter.

• We receive every case in good faith, objectively and within our scope of responsibility;
• No fee is charged for lodging a complaint;
• The information and personal data of all parties is protected;
• We never ask a customer to waive the right to complain or to go to a competent authority;
• We never apply an unfavourable condition that was not published and accepted before the transaction;
• Safety and limiting harm come first while an incident is still happening;
• Where the outcome involves money, we explain the basis for any charge, deduction or refund.

If your account has been debited but the booking is not recorded, please send us the transaction record. Diamond Bay checks with the bank or payment intermediary and reports the result of the reconciliation.

Where a refund is due, Diamond Bay states:

• The reason and the amount refundable;
• Any deduction and the basis for calculating it;
• The refund method;
• When Diamond Bay issues the refund instruction;
• When the money is expected to be credited.

Refund timing and methods follow the policy on service delivery, termination and refunds published on the website.

Diamond Bay and the customer first seek to settle any dispute by good-faith negotiation and conciliation.

If no agreement is reached, the customer may refer the matter to a state authority, a consumer protection organisation, arbitration or a competent court under Vietnamese law.

This clause does not restrict any dispute resolution or complaint mechanism the law grants to consumers.

B2B partners may raise a request through the system account, the responsible email address or the channel named in their contract. Deadlines, contact points and the handling of balances, bookings or breaches follow the signed agency or framework agreement first. Anything not covered there follows this policy.

This policy is published in an easily accessible place on the Diamond Bay website and platforms. An amended version states its update date and applies to requests arising after the effective date, unless the law provides otherwise or the new content is more favourable to the customer.