Step 1: Receiving feedback, requests, and complaints 

After receiving information from the customer, Phongnha Discovery will record the content and perform a preliminary check of relevant information. If the feedback content is incomplete, the business may contact the customer to request additional information or necessary documents.

Step 2: Checking and verifying 

Phongnha Discovery conducts a check of tour booking information, transaction history, communication content between parties, and related documents. Depending on the nature of the matter, the business may work with employees, tour guides, service providers, or related parties to verify the event objectively.

Step 3: Proposing a resolution plan 

After verification, Phongnha Discovery will offer an appropriate handling plan based on:

• Content of agreement between customer and business;

• Tour booking terms and service usage conditions;

• Business policy published on the website;

• Legitimate rights and interests of the parties;

• Nature, severity, and cause of the event;

• Related legal regulations. Depending on each case, the handling plan may include explanation, service adjustment, customer support, service exchange, refund, or other appropriate handling forms according to business policy and agreement between parties.

Step 4: Notifying results 

After having handling results, Phongnha Discovery will notify the customer via email, phone, or appropriate contact method. For complex cases requiring more time to verify, the business will notify the customer about the processing status and expected response time.

Step 5: Resolution time 

Phongnha Discovery prioritizes processing feedback, requests, and complaints as soon as possible.

• For ordinary feedback and requests: expected response within 03 working days from receiving full information.

• For complaints needing verification with multiple parties or related to actual service quality: processing time may be longer depending on the nature of the matter. In case more time is needed to verify, the business will notify the customer of the reason and expected completion time. The above time does not include the period when the customer delays providing necessary information or documents, or the time the business must wait for a response from related third parties.