Customer Service Policy
When travelling with VIET PREMIER....
24-hour responses with appropriate information
When you first contact Viet Premier and until your arrival in Vietnam, we will be on hand everyday to provide appropriate information or respond to your queries. With the standard of 24-hour services and a response within a day, our travel specialists are ready to assist and consult you for any of your requirements. If it is a complicated matter, we will respond immediately to tell you how long it will take. Throughout your stay in Vietnam, you will be able to contact our office in Ho Chi Minh city from early to late, Monday to Friday. In case you need urgen responses or for anything unforeseen crops up, you are easily provided with a 24hr mobile phone number of your personal tour operator.
Experienced personal travel consultants and High-quality guides
We will allocate you a 24hr, seven day personal tour operator right after you contact us. he or she will work with you from the beginning to design your itinerary and make the necessary arrangements, keeping you fully comfortable at all stages. From the time you arrive to start the trip until when you finish your vacation, your tour operator will monitor what is happening and re-check arrangements in advance to ensure that every element in your holiday runs smoothly and effortlessly.
During your trip with us - whether they are general or specialist, we will provide you with a high-quality guide. We use only friendly, professional Vietnamese and ethnic minority guides with plenty of experience and in-depth knowledge of the area. Each will be highly responsible, fluent in your language. They are carefully chosen to suit the itinerary and, most important, you!
Customized and Tailor-made services
You are free to modify the program to meet your demands. You will be in holiday without restrictive itineraries, impersonal treatment and unwanted travelling companions - all what you could imagine. If you want to escape from indifferent service and small print extras, you will love the freedom of our fully customized services.
Tell us what you would like to see and do, surf through the wealth of options featured on our website or our brochures to taste of what we can do and contact our specialists to design your holiday by yourself. Whatever you choose, with Viet Premier you get exactly what you want and more besides.
Private vacations and little touches
We specialize in tailor made tours - our customers have one-off tours which are individually designed as they wish. If you have not travelled tailor-made before, I think you will be surprised. You are in control of what you are doing and seeing. In fact, private personalized tours often cost little more than scheduled “join in” group tours, yet they offer unbeatable privacy and flexibility.
We acknowledge that the smaller details mean a lot. Our travel consultants and guides are also able to provide a “concierge” booking service during your trip and are equipped with a list of local events, wine tastings, and festivals that are happening during your stay.
Your money will be protected and secure
When you book a tour directly with Viet Premier, we are acting as the principal tour operator and ground handler.
Protection from Viet Premier
We are fully licensed by the Vietnam National Authority for Tourism (VNAT) as an International Tour Operator. The terms of our license require us to place a substantial cash bond in a secure account. The account has two signatories - Viet Premier and VNAT.
The money in the account is solely for compensating clients - VNAT controls our money in an account, which is solely for compensating our clients, and will not allow us to withdraw money for any other purpose. if compensation has to be paid to a client, we are obliged to top up the bond to its original level immediately.
Viet Premier Vietnam is affiliated to the Vietnam Tourism Association (VITA), the Pacific Asia Travel Association (PATA - Vietnam Chapter), and the American Society of Travel Agents (ASTA).
If we get wrong, we compensate
We will reimburse and compensate you if Viet Premier, or a third party contracted to us, fails to deliver a part of the agreed contract. Failures that were the result of circumstance beyond our control, such as cancellation or postponement resulting from goverment action or policy, war, civil unrest or natural disasters, are excluded.
Our Promises of Safety
Our client’s safety is a MUST. We always keep a close watch to the region in case any problems should arise and all our guides and escorts receive international first aid training. Before starting your trip, we also require you to have adequate medical and travel insurance.
Our competitive prices
Your tour will be managed directly by our office in Vietnam, thereby eliminating intermediaries, reducing overheads and guaranteeing expert local knowledge. You will have fair prices with no hidden extras.
We apply a standard margin to all our tours. The amount we add is calculated to cover our costs and generate a modest profit. This applies to the agreed itinerary only - if you require help with, for example, a dinner reservation or arranging a ticket for an event, we will not add anything extra to the price quoted by the restaurant or box office.
If you ask us to make hotel or flight bookings only for a free and easy holiday, our quotations will always be competitive and fully inclusive of all taxes and service - no hidden “extras”. We do not make deals to receive commission.
Up-to-date, unbiased information and advice
The information about Vietnam trabel that we provide will be as up-to-date, accurate and objective as we can make it. Although we are very proud of our country, we are also honest. If something is not as good as it should be, we will tell you - we do not want you to be disappointed. If you want very specific information, we will try to find it for you.
We are concerning your privacy, too!
We have strict Data control system. This system and policy sets out how we collect and use the personal information and preferences you provide us with directly or through use of our website. Anything you tell us will never be disclosed or made available to any third party without your willing permission.
If you send us a request for information, an itinerary, or a bookong, we will assume you are willing to provide the personal information that we require to design and manage your holiday or tour. Viet Premier does not rent, trade, or sell the personal information you provide.
In order to process your boolong, send you any information or respond to an enquiry, we need to collect personal data from you. Depending on what is required, the personal data we collect may include names and contact details, credit/ debit card or other payment information and special requiremetns such as those relating to any disability or medical condition which may affect holiday arrangements and any dietary restrictions which may disclose your religious beliefs. All references in this privacy policty to personal data include sensitive.
If you believe that any of your personal data which we are processing is inaccurate or incorrect, please contact us immediately.
After your tour, we will contact you to ask for your opinions and comments about your experience of traveling with Viet Premier. Apart from seeking information to improve the quality of our services, we will ask your permission to quote a sentence or two on our website in a way that ensures your anonymity. The decision to assist us in this way is entirely yours - our request does not place you under any obligation.
We will also ask if you would be willing to respond to telephone, email or mail requests from potential customers seeking confirmation of our probity. The text on the page offering this service will include a disclaimer of any liability on your part. As above, this request does not place you under any obligation - feel free to say “No”.