At Queen Bus, we are committed to providing our customers with high-quality transportation services and comfort throughout the trip. However, in case you encounter any problems, we are committed to listening, receiving and handling complaints quickly, fairly and professionally. Our complaint handling policy is established to ensure that all customer issues are resolved in the most efficient and fair manner.
Purpose of the Complaint Handling Policy
Complaint handling policy of Queen Bus is designed to help customers reflect problems or incidents that occur during the trip. We are committed to resolving complaints quickly and transparently, and finding reasonable solutions to fix the problem and improve the service. The main objectives of this policy are:
- Resolving complaints quickly and fairly, ensuring customer satisfaction.
- Provide reasonable solutions to fix problems and optimize services.
- Build trust and satisfaction from customers , and continuously improve service quality.
Cases of Receiving Complaints
We receive complaints from customers in the following cases:
- Service quality is not as committed: Customers can complain if the service does not meet standards, for example, the car is not on time, not up to standard, lacks amenities as advertised.
- Service attitude of staff: When customers feel that the staff's attitude is unprofessional, unfriendly or does not meet customer requirements.
- Ticket and payment problems: If customers have difficulty booking, paying or receiving tickets.
- Trip incidents: Including schedule changes, vehicle breakdowns, or incidents that affect customers' trips.
Complaints Receiving Process
Queen Bus is committed to providing an easy and convenient complaint receiving process, helping customers to reflect any problems encountered and receive timely feedback.
Step 1: Submit a Complaint
You can submit a complaint through the following channels:
- Email: You send an email to the official address of Queen Bus, in which you describe in detail the problem encountered and provide relevant information such as ticket code, itinerary information, time and location of the incident.
- Hotline:: You can call the Queen Bus hotline to present your complaint and request immediate support.
- Fanpage: Khiếu nại có thể gửi qua tin nhắn trên official fanpage of Queen Bus. The customer support team will receive and resolve them.
- Zalo application: If you use Zalo to contact Queen Bus, you can submit a complaint directly via Zalo.
Step 2: Confirm and Evaluate Complaints
Upon receiving a complaint, Queen Bus will:
- Confirm that we have received your complaint and request additional information if necessary.
- Evaluate the situation and check information from relevant departments such as drivers, service staff, technical department and customer service.
Step 3: Resolve Complaints
After evaluating and verifying the information, Queen Bus will propose a solution to resolve the complaint. Solutions may include:
- Refund part or all of the cost if the service does not meet the committed standards.
- Change tickets or transfer to another trip if there is a problem with the booked trip.
- Apologize and commit to improving service quality if the problem is due to the company's fault.
- Propose other solutions suitable for each specific case.
We are committed to resolving complaints within 3-5 working days from the date of receipt of the complaint information.
Queen Bus Commitments
Queen Bus is committed to always bringing satisfaction to customers by handling complaints quickly and transparently. Our commitments include:
- Transparency and fairness: All complaints will be handled fairly and objectively, with timely and reasonable responses.
- Reasonable solutions: Queen Bus will provide reasonable and beneficial solutions for customers, with the goal of fixing problems and ensuring the rights of passengers.
- Service improvement: We are committed to continuously improving the quality of service based on feedback and complaints from customers.
Important Note
- You need to provide complete information related to tickets, trips and problems encountered when submitting complaints.
- Queen Bus will not process complaints without complete information or without reasonable grounds.
Conclusion
Complaint handling policy of Queen Bus is established to ensure that customers will always be heard and receive appropriate solutions in all situations. We are committed to providing the best service and will continue to improve to bring a satisfying experience to every customer. If you have any questions about the complaint policy, please contact us via email, hotline, or fan page for timely answers and support.
You may be interested in:
- Instructions For Booking and Payment On Queen Bus Website
- Refund & Exchange Policy for Sleeper Bus Tickets at Queen Bus
- Queen Bus Privacy & Security Policy
- Queen Bus Liability Policy
- Queen Bus Customer Baggage Policy
