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info@vietnamtouronsale.com

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SIEM REAP – ANGKOR EMPIRE
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Home > Customer Support/FAQs


 Customer Service/FAQs

Please see our most frequently asked questions below, or contact us directly at:

By Phone : +84 91 2095 779 ( working hours) outside of Vietnam
Customer Service 24/24 hours: +84 90 628 5445 (direct phone)
     
By Emails or Live Chat

  • Gmail support: vietnamtouronsale@gmail.com
  • SKype support: allvietnamtravels
  • Hotmail support: vinhdaco@hotmail.com
  • Yahoo chat: riverpearl04@yahoo.com

You can live chat or send offline, or add our nick but please introduce yourself so we we will reply very shortly

By email:

  • General inquiry: info@vietnamtouronsale.com
  • International sales: sales@vietnamtouronsale.com

Office Address:

25 / 630 Truong Chinh Street, Dong Da District, Hanoi Capita

 

Frequently Asked Questions

Flights
   
How can I book a domestic airline flight?                                                                                                                      

To search for domestic tickets within Vietnam , please select the destination city, arrival city, the dates and whether it is one-way or a return ticket. Then, please select from the available price and schedule options and proceed to bookings.

Currently, we cannot check availability of these flights online. To inquire about a flight, please either book the flight with payment information and we will wait to charge you until after the flight has been confirmed, or inquire online with customer service at Inquire Now, by email at info@vietnamtouronsale.com, or check with our online supporter

How can I book an international airline flight?                                                                                                           

Currently we do not have a search for international flights (coming soon!), but we do list promotional rates for flights originating in Vietnam .

To book one of these promotions or inquire about other international flights originating in Vietnam,please contact the Customer service team at Inquire Now, by email at info@vietnamtouronsale.com

 

How can I pay ?                                                                                                                                                      

Customers within Vietnam:

For customers within Vietnam, we accept payment by cash, credit card and bank transfer.

Cash: We can receive cash payment either advance in our office or in person upon delivery.

Bank transfer: Bank transfers can be made from a bank account within Vietnam.  We will provide you with our banking details at the time of confirmation of the booking.

Credit Card: We can accept payment by credit in advance by online payment link or at the time of delivery by imprint method. For your protection, in either case, we will need you to verify with a legal identification (e.g. passport, drivers license) before charging your credit card and your signature on the receipt of the credit card payment at the time of delivery. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC. 

Customers outside Vietnam:

For customers outside Vietnam who purchase services prior to arrival in Vietnam, we can only accept payment by credit card and Western Union; we cannot accept cash at the time of a later delivery.

Credit Card: You can purchase directly on our website, or we can provide you with a secure link after the services have been confirmed. In both ways, we will only proceed with the payment after reconfirming with you. For your protection, we will need you to sign the receipt of the credit card payment upon delivery and verify with a legal identification (e.g. passport, drivers license) received before charging your credit card or send us a proof of ID upfront to payment if no delivery is required. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC.

Bank transfer: Bank transfers can be made from your bank account abroad.  We will provide you with our banking details at the time of confirmation of the booking.

 Western Union:  We can accept payment through any banks worldwide using Western Union service.  We will send you our receipt details and then will need the control number from you in order to finalize the receipt of payment.

When do I need to pay?                                                                                                                                                

All airline tickets must be paid for before or at the time of delivery of the ticket.

Some airline carriers allow us to hold bookings for a limited period of time before paying for the ticket and issuing it.

Your credit card will not be billed until after we confirm availability of the flights and confirm that you would like to purchase and issue the ticket.

What if need to cancel or change my itinerary?                                                                                                      

If you need to make changes or cancel your itinerary, please contact a customer service representative directly by phone if less than 24 hours in advance and by email or phone if more than 24 hours in advance.Charges will depend on the policies of the airline with which you are booked. We will inform the cancellation policy of the airline before you purchase your tickets.

Do you have electronic air tickets?                                                                                                                           
Very few of the airlines in Vietnam offer electronic ticket. If an electronic ticket is available, we will issue an electronic ticket instead of a paper ticket, unless a paper ticket is specifically requested by the customer. Electronic tickets will be emailed or faxed to the customer.

How can I receive delivery of a paper airline ticket?                                                                                         

The method and cost of delivery of ticket will depend on your location and your preferences.

    *  For customers in Hanoi and Ho Chi Minh City, we offer free delivery of your tickets to your local residence or office address.
    *   For customers in Vietnam but outside of Hanoi or Ho Chi Minh City, tickets will be delivered by EMS at the customer’s expense.
    *  For customers outside Vietnam, tickets can be purchased in advance and held for delivery later to a hotel or resort or can be shipped internationally at the time of purchase. For delayed delivery to a hotel or resort, a charge of $5.00 per delivery will apply. International shipping is available by Federal Express, DHL or a local provider within Vietnam at the customer’s choice, and all shipping fees will be paid by the customer.

Why are the prices not guaranteed for my booked air itinerary?                                                                         

The airline reserve the rights to change the fares at any time, and taxes and airport fees can also be changed at any time. We will inform you of the fare at the time that you inquire about the booking, but the fare is not guaranteed until the time that you issue the ticket.

I just received my ticket and there is a problem with it. What should I do?                                                      

Please contact the customer service team immediately. If your flight is less than 48 hours from the time that you receive the ticket, please contact a customer service representative directly by chatting on yahoo, gmail, hotmail outside of Vietnam . If the flight is more than 48 hours from the time that you receive the ticket, please contact us by phone or email at info@vietnamtouronsale.com.

What happens if I make a booking and then do not confirm or pay?                                                                 

When you make an airline booking, we can hold the booking for a limited period of time, which depends on the availability of the flight and the airline. If we have not received confirmation from you after two emails or faxes, we will automatically cancel the booking.
If you confirm the booking but arrange to issue and pay the ticket later, we will inform you of the deadline for payment. If you do not make payment before this deadline, the booking will be automatically cancelled
   
Hotel Reservations

How can I book a hotel room?                                                                                                                                   
Simply select the hotel in which you would like to stay (or email or call us with your requests and we will make recommendations). Once you have selected a hotel, proceed with “Book Now” and please fill out all customer and payment information, as well as any special requests. We will confirm the availability of the hotel.

How can I pay?                                                                                                                                                          

Customers within Vietnam:

For customers within Vietnam, we accept payment by cash, credit card and bank transfer.

Cash: We can receive cash payment either advance in our office or in person upon delivery.

Bank transfer: Bank transfers can be made from a bank account within Vietnam.  We will provide you with our banking details at the time of confirmation of the booking.

Credit Card: We can accept payment by credit in advance by online payment link or at the time of delivery by imprint method. For your protection, in either case, we will need you to verify with a legal identification (e.g. passport, drivers license) before charging your credit card and your signature on the receipt of the credit card payment at the time of delivery. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC. 

Customers outside Vietnam:

For customers outside Vietnam who purchase services prior to arrival in Vietnam, we can only accept payment by credit card and Western Union; we cannot accept cash at the time of a later delivery.

Credit Card:
You can purchase directly on our website, or we can provide you with a secure link after the services have been confirmed. In both ways, we will only proceed with the payment after reconfirming with you. For your protection, we will need you to sign the receipt of the credit card payment upon delivery and verify with a legal identification (e.g. passport, drivers license) received before charging your credit card or send us a proof of ID upfront to payment if no delivery is required. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC.

Bank transfer: Bank transfers can be made from your bank account abroad.  We will provide you with our banking details at the time of confirmation of the booking.

 Western Union:  We can accept payment through any banks worldwide using Western Union service.  We will send you our receipt details and then will need the control number from you in order to finalize the receipt of payment.

When do I need to pay? Do I need to pay in advance or can I pay at hotel?                                                     

 Unfortunately, at this time, we do not offer the ability to pay at the hotel. All hotel reservations must be paid in advance and immediately after booking the hotel. We cannot hold hotel bookings without payment.

If you are paying by credit card online, your credit card will not be billed until after we confirm the availability of the hotel.

If you would prefer to pay by cash or bank transfer within Vietnam, we will confirm the availability of the hotel with you and make arrangements for payment.

What if need to cancel or change my reservation?                                                                                              

If you need to make changes or cancel your itinerary, please contact a customer service representative directly by phone at 1 800 1511 in Vietnam , or +84 90 6285445 outside of Vietnam if less than 48 hours in advance, or by phone or email at info@vietnamtouronsale.com

How do I receive the hotel confirmation?                                                                                                                   
After we have confirmed the availability of the hotel, we will fax or email you final confirmation. No delivery is needed.

What does your hotel price include?                                                                                                                          
The hotel prices on our website include all tax and service charge. However room rate may include or exclude breakfast depending on hotel policy.

Can I always get the hotel room I want?                                                                                                                    
We always try our best to satisfy your requirement. But we cannot guarantee the availably of all hotel rooms, especially in the high seasons or the time when special events happen.
   
Other

Can I make a reservation for someone else?                                                                                                            

Yes, you can make a reservation for someone else. Simply fill in the name of the guest for the booking and your contact details. You can also pay by cash or bank transfer for someone else. However, you cannot make a payment for someone else using credit card. The name on the credit card must match the name of the guest.

How do I know my reservation is confirmed?                                                                                                          

After you make an online booking, we will follow up with you to confirm availability and confirm the booking. Your reservation is not confirmed until you receive this follow-up email or fax.

I am not ready to book right now, what should I do?                                                                                              

For flights, you can make a booking and then we can hold the booking for a limited period of time until you are ready to purchase and issue the ticket. When you make a booking, we will inform you of the amount of time until the ticket must be issued since this timeframe varies by airline.

For hotels, in order to make a booking and hold a room, you must confirm and pay immediately. Unfortunately, we cannot hold a hotel booking for you without payment.
  
Tours, promotion tour and tour packages

How can I trust the quality of the tours that I buy from allvietnamtravels?                                                                           
AllVietnamtravels is a  tour operator, so we do directly provide the tours on our website and confirmed exactly case by case. Instead,

How do I book and pay for a tour?                                                                                                                             

Once you have found a tour that you would like to book, please click on “Book Now” and fill in your booking details (the dates that you would like to go, the number of people, any special requests). Once we confirm the availability, we will send you an email to confirm and a link for secure online credit card payment.

If you would like to pay by a method other than credit card (cash or bank transfer), please inquire with us directly.

What if need to cancel or change my itinerary?                                                                                                      

Many of our tour operators will allow you to change your dates, if needed, at no additional cost as long as you give sufficient advance notice and availability exists.
Cancellations of the tours usually involve a cancellation fee, which depends on how far in advance that you cancel.

For each tour, the cancellation and change policies depend on the tour operator that is providing the tour. Please inquire directly for the change or cancellation policy for any particular tour

Do you offer longer or more customized tours?                                                                                                    

Our focus is Vietnam tour package and family travel package arranged by activities, cities and tour group which applied to all countries. You can find all tours available on our website as sample.
many of the tours on our website are group tours that cannot be changed or customized, other tours are samples of what can be provided by our travel partners and can be changed or customized for your needs

If you have questions about a particular tour or would like a longer or more customized tour, please contact us at info@vietnamtouronsale.com, and we can put you in touch with one of our recommended tour partners

Can I find cheaper prices if I wait and book directly when in country?                                                             

In Vietnam, there are a range of budget tour operators that compete with bargain bottom-dollar prices, so you can always find a better price for any of these tours.

At allvietnamtravels, however, we believe that it is important that you have a good experience, and so we have only selected tours from the most trusted tour operators that we know we can count on for their quality and reliability

For all of the tours that we offer, the prices on our website are the same prices that you will get booking directly with the company in country.

What if I have special needs for the tour?                                                                                                             

If you have special requirements – for example, if you have a large group or young children, if you are handicapped or have physical limitations, if you have special transportation needs, or if you are vegetarian or have other food allergies – please let us know, and we can work with both you and the tour operator to ensure that we can meet your needs

What if I have problems with the tours or tour companies?                                                                           

We have selected the best tour operators in Vietnam, Cambodia and Laos, and we continue to gather feedback from customers in order to review the quality of these tours, in order to keep problems and issues to a minimum.

If you have a complaint or issue with a tour that you purchase from us, however, we encourage you to bring it to our attention as quickly as possible so that we can work with both you and the tour operator to address your issue or concern directly.

Packages

What does this package include?                                                                                                                               

Our package normally includes returned air tickets, hotel accommodation with breakfast, meal, dinner, entrancee, boat trip if any mentioned in the programm,and of course, airport-hotel transfers included in the destination city...Our pakage tour also include promotion Tour, promotion hotels and nay promotion offerred by the supllier, we will update promotion for the sake of clients

How long is this package valid for?                                                                                                                             
Please refer to the validity dates of each specific package and please note that the validity dates are usually for a short time with restrictions on ticket issuing deadline and travel period and if you are TAs, TOs, please contact our sales department at: sales@vietnamtouronsale.com

The price is for one person traveling in a group of 2, can I travel alone with this package?                        
Yes, but the price for one single person is higher, noted clearly in '"single supplement"

What is the maximum stay for this package? Can I extend my stay?                                                                  
Normally, the maximum stay for our packages is from 7-20days so yes, you can definitely extend your stay. Extra night surcharges are specified in each package and you can book hotel accommodation and transfer separatedly and can be paid in cash directly

Is the price cheaper if I use the air ticket only?        
                                                                                                
No, the price is still the same even if you won’t use the hotel.We just help you to get the air ticket cos we are an offical sales agents for some airlines

Does sightseeing or meals or tour guide included?                                                                                              
No, our flight + hotel packages does not include sightseeing or meals or tour guide, we will mention it clearly in the "confirmation from"

Can I upgrade the package to 4 star hotel and business class air ticket?                                                        
Yes, you can upgrade you hotel to a 4 star hotel with a surcharge depending on the hotel. And you can also upgrade the whole package to business class...but in case, if you book our "Low season promotion package" no need to upgrade the hotel accommodation, cos we have done it in the best way and already valuable for money

How long before departure do I have to pay for the package?     
                                                                        
Our package usually requires 3-9 days advance purchase.

How long do I have to wait for confirmation of my booking?                                                                              
The confirmation for the air ticket can be informed immediately, however, the hotel confirmation has to wait on the airlines and the waiting time may vary from 3 days or more depending on the airline

Can I change the travel dates after issuing the tickets and hotel vouchers?                                                 
Packages usually have certain restrictions and date change may be subject to charges or even not permitted.

Can I get the package refunded if I cancel my trip after issuing the package?                                               
It depends on the conditions of the packages that are given by the airline, however, the refund may be subject to refund fee or even not permitted.
   

Payment

Can I make payment for someone else using a credit card?                                                                            
No, you cannot make a payment for someone else using credit card. The name on the credit card must match the name of the guest.

What currency are your prices displayed in?                                                                                                        
Unless marked clearly otherwise, all of the prices displayed on our website are in USD
Please note, however, that all payments made by credit card will be billed under the name “Travellers at Work”, our Australian credit card processor, and will billed on the credit card in Australian dollar (AUD) equivalent.

Which credit cards do you accept?                                                                                                                               

At this time we accept payment by Mastercard, Visa, ( Paypal can be used very soon)

Which payment methods do you accept?                                                                                                                

Customers within Vietnam:
For customers within Vietnam, we accept payment by cash, credit card and bank transfer.

Cash: We can receive cash payment either advance in our office or in person upon delivery.

Bank transfer: Bank transfers can be made from a bank account within Vietnam.  We will provide you with our banking details at the time of confirmation of the booking.

Credit Card: We can accept payment by credit in advance by online payment link or at the time of delivery by imprint method. For your protection, in either case, we will need you to verify with a legal identification (e.g. passport, drivers license) before charging your credit card and your signature on the receipt of the credit card payment at the time of delivery. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC. 

Customers outside Vietnam:

For customers outside Vietnam who purchase services prior to arrival in Vietnam, we can only accept payment by credit card and Western Union; we cannot accept cash at the time of a later delivery.

Credit Card: You can purchase directly on our website, or we can provide you with a secure link after the services have been confirmed. In both ways, we will only proceed with the payment after reconfirming with you. For your protection, we will need you to sign the receipt of the credit card payment upon delivery and verify with a legal identification (e.g. passport, drivers license) received before charging your credit card or send us a proof of ID upfront to payment if no delivery is required. We will inform you in advance of purchase of any credit card fees that may apply.
For international tickets departing from Vietnam, we only accept the imprint method payment proceeded in our office in Hanoi or HCMC.

Bank transfer: Bank transfers can be made from your bank account abroad.  We will provide you with our banking details at the time of confirmation of the booking.

 Western Union:  We can accept payment through any banks worldwide using Western Union service.  We will send you our receipt details and then will need the control number from you in order to finalize the receipt of payment.
   
Delivery

What methods do you offer for delivery of paper airline tickets, and what are the charges for delivery?   

The method and cost of delivery of ticket will depend on your location and your preferences.

    * For customers in Hanoi and Ho Chi Minh City, we offer free delivery of your tickets to your local residence or office address
    * For customers in Vietnam but outside of Hanoi or Ho Chi Minh City, tickets will be delivered by EMS at the customer’s expense.

For customers outside Vietnam, tickets can be purchased in advance and held for delivery later to a hotel or resort or can be shipped internationally at the time of purchase.  For delayed delivery to a hotel or resort, a charge of $5.00 (plus) per delivery will apply.  International shipping is available by Federal Express, DHL or a local provider within Vietnam at the customer’s choice, and all shipping fees will be paid by the customer.

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Email: info@VietnamTourOnSale.com; Tel:
+ 844 62861019, Fax: +844 62681018, Mobile phone: + 84 90 6253788
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