Complaint and Dispute Resolution Policy

Trip Express Vietnam Company Limited (hereinafter referred to as "Trip Express") places the lawful rights and interests of Customers at the center of every transaction on trip.express. Whenever a service discrepancy, billing issue, or dispute arises between a Customer and a fulfilling Supplier, Trip Express acts directly as the primary point of contact, independent verifier, and consumer protection mediator in full compliance with Article 76 of Decree 52/2013/ND-CP (as amended by Decree 85/2021/ND-CP) and the Vietnamese Law on Protection of Consumers' Rights 2023.

All complaints are resolved through good-faith mediation, objective evidence verification, and strict adherence to published booking terms.

Customers may submit inquiries, incident reports, or formal complaints 24/7 through any of the following official channels:

• Receiving Division: Legal and Customer Care Department - TRIP EXPRESS VIETNAM COMPANY LIMITED (Tax ID: 0402217820)
• Physical Mail and In-Person Address: 210 Diep Minh Chau, Hoa Xuan Ward, Da Nang City, Vietnam
• 24/7 Emergency Operations Hotline: +84 888 724 777
• Official Support and Legal Email: [email protected] or [email protected]
• Online Portal Submission: Select "Report a Trip Issue" within "My Trips" on the trip.express website or Trip Express mobile application.

Filing Timeframes:

• For real-time operational issues occurring during boarding, check-in, or service fulfillment: Customers should contact our 24/7 hotline +84 888 724 777 immediately for on-the-spot intervention.
• For post-trip complaints regarding service quality, unauthorized on-site surcharges, or refund claims: Formal complaints must be submitted within seven (07) business days following the scheduled service completion date stated on the E-Voucher (or up to ninety (90) days for payment card billing inquiries).

Every Customer complaint on trip.express follows a structured four (04) step resolution workflow with binding service-level timelines:

• Step 1: Intake and Case Reference Assignment (Within 24 Hours):

  • Upon receiving a Customer report, the Trip Express Support Desk verifies the Booking Reference, logs the submitted evidence, and issues a formal acknowledgment containing a unique Case ID within twenty-four (24) business hours.
  • For active check-in or boarding incidents, our 24/7 Operations Desk responds within fifteen (15) to thirty (30) minutes.

• Step 2: Escrow Hold and Supplier Investigation (Within 48 Hours):

  • Trip Express immediately places an escrow freeze on the corresponding transaction payout in our settlement ledger to safeguard the Customer's funds.
  • Our Dispute Resolution Team notifies the fulfilling Supplier and requires a formal written explanation, GPS telemetry, check-in logs, or photographic evidence within forty-eight (48) hours.

• Step 3: Resolution Proposal and Refund Execution (Within 05 to 07 Business Days):

  • Based on objective evaluation of evidence from both parties against the service specifications published on trip.express, Trip Express issues a formal resolution determination within five (05) to seven (07) business days.
  • Where a fault is attributable to the Supplier or the Trip Express platform, Trip Express directly executes a full or partial refund, reimburses any unauthorized surcharge, or issues compensation credits directly from the held escrow balance without requiring the Customer to wait for external Supplier remittance.

• Step 4: Escalation and Referral to Competent Authorities (Maximum 14 Business Days):

  • For complex multi-party or passenger insurance claims, total investigation and resolution time shall not exceed fourteen (14) business days.
  • If an amicable settlement cannot be reached through mediation, Trip Express provides the Customer with complete certified electronic transaction records, booking logs, and the Supplier's legal registration dossier so the matter may be referred to the National Competition Commission (Ministry of Industry and Trade), Consumer Protection Associations, commercial arbitration, or a competent People's Court in Vietnam.

• Liability of Trip Express Vietnam Company Limited: Trip Express assumes direct liability and compensates 100% of verified direct losses resulting from technical errors on the trip.express booking engine, payment gateway overcharges, discrepancies between displayed checkout pricing and billed amounts, or platform-caused delays in E-Ticket issuance. Trip Express also fulfills all statutory joint responsibilities required of digital platform operators under the Law on Protection of Consumers' Rights 2023.
• Liability of Fulfilling Service Suppliers: Independent Suppliers bear direct legal and operational liability for vehicle, vessel, and facility safety compliance, operating licenses, statutory passenger insurance, on-site staff conduct, and physical fulfillment quality. Suppliers breaching published service commitments are subject to immediate escrow clawback, contractual penalties, and permanent delisting from trip.express.