1. Online Support Channels
Joy Travel Co., Ltd provides support to customers using services on the website https://myjoytravel.vn/ through the following official receiving channels:
- Hotline: 0845549369
- Email: outboundop@myjoytravel.vn
- Contact form: Directly on the website https://myjoytravel.vn/
- Fanpage: https://www.facebook.com/myjoytravel.vn
- Messaging apps:
Zalo (https://zalo.me/0845549369),
WhatsApp (https://wa.me/84845549369)
and Facebook Messenger (https://m.me/135977509608706).
Customers should verify the official contact channels stated above before sending transaction information.
2. Scope and Content of Support
The Company receives and handles customer support requests including:
- Consulting on travel service information, quotations and applicable conditions.
- Checking service booking status and payment confirmation.
- Receiving requests to change itineraries, cancel services or request refunds.
- Recording feedback on service quality and requests relating to personal data.
Important information such as total service value, terms of use, change/cancellation fees and refund progress will be officially confirmed via email or a storable data message. Telephone exchanges are for quick consultation only and do not replace written/data confirmation notices.
3. Working Hours and Emergency Support
Hours for receiving and processing records: From 08:00 to 17:00 (Monday to Friday), except public holidays and Tet holidays as prescribed.
Emergency support: Customers who are currently using a tour/service should contact directly the Operations phone number or the Tour Guide provided in the Service Confirmation Slip. In emergencies relating to safety or health, customers should first contact local emergency authorities, then notify the Company for timely support.
4. Receiving Process and Information Confidentiality
All customer support requests will be recorded, forwarded to the dedicated department and responded to as soon as possible. Complaints will be resolved according to the Complaint Resolution Procedure; requests relating to personal data are carried out in accordance with the Company's Privacy Policy.
Security note: Customers must absolutely not provide OTP codes, bank account passwords or sensitive personal documents through public comment channels.
This policy takes effect from the date of official publication on the website.
