Online support

Diamond Bay provides one or more of the following:

• Hotline;
• Official contact email;
• Contact and complaint form on the website;
• Live chat on the website;
• Zalo and WhatsApp on the hotline number;
• B2B account and support tickets;
• Official social channels: Facebook, TikTok, Instagram and YouTube.

Only accounts linked from the official website or published by Diamond Bay count as official support channels.

• Emergency hotline during a journey: 24/7;
• Booking advice: Monday to Sunday, 08:00 – 22:00 (GMT+7);
• Email and forms: received at any time, handled during working hours;
• B2B support: Monday to Sunday, 08:00 – 22:00 (GMT+7).

Outside support hours the system records your request and Diamond Bay replies during the next working period, except for emergencies, which have their own contact point.

• Advice on products, itineraries, availability and quotations;
• Registering, signing in and using an account;
• Booking, paying and receiving confirmations;
• Correcting booking details and adding documents;
• Failed transactions or payments not yet recorded;
• Support while you are using the service;
• Cancellation, refund and complaint requests;
• Account and personal data protection;
• Guidance for B2B partners on inventory, commission, bookings and reconciliation.

• Safety incidents or a service in progress: taken immediately by hotline;
• Chat and hotline during working hours: answered according to the situation;
• Email and forms: acknowledged within 03 working days;
• Complaints: an answer is expected within 15 working days of receiving complete information.

A complex case may take longer; Diamond Bay will explain why and report progress.

Please provide the booking code, your name and contact details, the service, when the issue arose, what you need help with and any relevant records.

Never send passwords, OTP codes, CVV/CVC codes or full card details through any support channel.

Diamond Bay:

• Never asks you to transfer money to a personal account;
• Never asks for an OTP code or a password;
• Never sends a payment link from an account it has not published;
• Is not responsible for a transaction you make through a fraudulent channel, except where a security or information failure on our side makes us liable under the law.

If you suspect impersonation, stop the transaction, keep the evidence and call the official hotline.

Advice becomes part of the transaction only once it appears in a quotation, booking confirmation, voucher, contract or electronic notice from Diamond Bay.

Support staff have no authority to change a price, waive a cancellation charge, promise a refund or alter confirmed conditions without approval under Diamond Bay's internal process.

Customer information is processed under the privacy and personal data protection policy. Diamond Bay asks only for the data needed to verify and support you.

You can report the quality of our support to the support email or the official contact email. It is handled under the procedure for receiving and resolving feedback, requests and complaints.