{"id":2576,"date":"2025-02-18T05:10:17","date_gmt":"2025-02-18T05:10:17","guid":{"rendered":"https:\/\/queenbus.com.vn\/?p=2576"},"modified":"2026-04-06T16:20:40","modified_gmt":"2026-04-06T09:20:40","slug":"queen-bus-customer-complaints-handling-policy","status":"publish","type":"post","link":"https:\/\/queenbus.com.vn\/en\/queen-bus-customer-complaints-handling-policy","title":{"rendered":"Queen Bus Complaint Handling Policy"},"content":{"rendered":"<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><em><span style=\"font-weight: 400;\">At <\/span><b>Queen Bus<\/b><span style=\"font-weight: 400;\">, 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.<\/span><\/em><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Purpose of the Complaint Handling Policy<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><span style=\"font-weight: 400;\">Complaint handling policy of <\/span><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/\" target=\"_blank\" rel=\"dofollow\" ><b>Queen Bus<\/b><\/a><\/span><span style=\"font-weight: 400;\"> 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:<\/span><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Resolving complaints quickly<span style=\"font-weight: 400;\"> and fairly, ensuring customer satisfaction.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Provide reasonable solutions<span style=\"font-weight: 400;\"> to fix problems and optimize services.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Build trust and satisfaction from customers<span style=\"font-weight: 400;\"> , and continuously improve service quality.<\/span><\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Cases of Receiving Complaints<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #333333;\">We receive complaints from customers in the following cases:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Service quality is not as committed<\/b><span style=\"font-weight: 400;\">: 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.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Service attitude of staff<\/b><span style=\"font-weight: 400;\">: When customers feel that the staff's attitude is unprofessional, unfriendly or does not meet customer requirements.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Ticket and payment problems<\/b><span style=\"font-weight: 400;\">: If customers have difficulty booking, paying or receiving tickets.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Trip incidents<\/b><span style=\"font-weight: 400;\">: Including schedule changes, vehicle breakdowns, or incidents that affect customers' trips.<\/span><\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Complaints Receiving Process<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Queen Bus<\/b><span style=\"font-weight: 400;\"> is committed to providing an easy and convenient complaint receiving process, helping customers to reflect any problems encountered and receive timely feedback.<\/span><\/span><\/p>\n<h3 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Step 1: Submit a Complaint<\/b><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400; color: #333333;\">You can submit a complaint through the following channels:<\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Email<\/b><span style=\"font-weight: 400;\">: You send an email to the official address of <\/span>Queen Bus<span style=\"font-weight: 400;\">, 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.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Hotline:<\/b><span style=\"font-weight: 400;\">:  You can call the <\/span>Queen Bus hotline<span style=\"font-weight: 400;\"> to present your complaint and request immediate support.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.facebook.com\/queenbus.com.vn\" target=\"_blank\"><b>Fanpage<\/b><\/a><\/span><span style=\"font-weight: 400;\"><span style=\"color: #0000ff;\">:<\/span> Khi\u1ebfu n\u1ea1i c\u00f3 th\u1ec3 g\u1eedi qua tin nh\u1eafn tr\u00ean <\/span>official fanpage of Queen Bus<span style=\"font-weight: 400;\">. The customer support team will receive and resolve them.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Zalo application<\/b><span style=\"font-weight: 400;\">: If you use Zalo to contact <\/span>Queen Bus<span style=\"font-weight: 400;\">, you can submit a complaint directly via Zalo.<\/span><\/span><\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Step 2: Confirm and Evaluate Complaints<\/b><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><span style=\"font-weight: 400;\">Upon receiving a complaint, <\/span>Queen Bus<span style=\"font-weight: 400;\"> will:<\/span><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #333333;\">Confirm that we have received your complaint and request additional information if necessary.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #333333;\">Evaluate the situation and check information from relevant departments such as drivers, service staff, technical department and customer service.<\/span><\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Step 3: Resolve Complaints<\/b><\/span><\/h3>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><span style=\"font-weight: 400;\">After evaluating and verifying the information, <\/span>Queen Bus<span style=\"font-weight: 400;\"> will propose a solution to resolve the complaint. Solutions may include:<\/span><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Refund part or all of the cost if the service does not meet the committed standards.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Change tickets or transfer to another trip if there is a problem with the booked trip.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Apologize and commit to improving service quality if the problem is due to the company's fault.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Propose other solutions suitable<span style=\"font-weight: 400;\"> for each specific case.<\/span><\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><span style=\"font-weight: 400;\">We are committed to resolving complaints within <\/span>3-5 working days<span style=\"font-weight: 400;\"> from the date of receipt of the complaint information.<\/span><\/span><\/p>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Queen Bus Commitments<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\">Queen Bus<span style=\"font-weight: 400;\"> is committed to always bringing satisfaction to customers by handling complaints quickly and transparently. Our commitments include:<\/span><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Transparency and fairness<\/b><span style=\"font-weight: 400;\">: All complaints will be handled fairly and objectively, with timely and reasonable responses.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Reasonable solutions<\/b><span style=\"font-weight: 400;\">: <\/span>Queen Bus<span style=\"font-weight: 400;\"> will provide reasonable and beneficial solutions for customers, with the goal of fixing problems and ensuring the rights of passengers.<\/span><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\"><b>Service improvement<\/b><span style=\"font-weight: 400;\">: We are committed to continuously improving the quality of service based on feedback and complaints from customers.<\/span><\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Important Note<\/b><\/span><\/h2>\n<ul style=\"text-align: justify;\">\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400; color: #333333;\">You need to provide complete information related to tickets, trips and problems encountered when submitting complaints.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"color: #333333;\">Queen Bus<span style=\"font-weight: 400;\"> will not process complaints without complete information or without reasonable grounds.<\/span><\/span><\/li>\n<\/ul>\n<h2 style=\"text-align: justify;\"><span style=\"color: #333333;\"><b>Conclusion<\/b><\/span><\/h2>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><span style=\"font-weight: 400;\">Complaint handling policy of <\/span>Queen Bus<span style=\"font-weight: 400;\"> 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 <\/span>email, hotline, or <span style=\"color: #0000ff;\"><strong><a style=\"color: #0000ff;\" href=\"https:\/\/www.facebook.com\/queenbus.com.vn\" target=\"_blank\">fan page<\/a><\/strong><\/span><span style=\"font-weight: 400;\"> for timely answers and support.<\/span><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\">    <style>\n    .qb-ad-card-wrapper {\n        display: flex;\n        background: #ffffff;\n        border: 1px solid #e5e7eb;\n        border-radius: 12px;\n        padding: 16px;\n        margin: 30px 0;\n        gap: 20px;\n        align-items: stretch;\n        box-shadow: 0 4px 15px rgba(0,0,0,0.04);\n        transition: transform 0.2s ease, box-shadow 0.2s ease;\n    }\n    .qb-ad-card-wrapper:hover {\n        box-shadow: 0 8px 25px rgba(0,0,0,0.08);\n        transform: translateY(-2px);\n    }\n    .qb-ad-image-col {\n        flex: 0 0 240px;\n        border-radius: 8px;\n        overflow: hidden;\n        position: relative;\n    }\n    .qb-ad-image-col img {\n        width: 100%;\n        height: 100%;\n        min-height: 150px;\n        object-fit: cover;\n        display: block;\n        margin: 0;\n        transition: transform 0.3s ease;\n    }\n    .qb-ad-card-wrapper:hover .qb-ad-image-col img {\n        transform: scale(1.03);\n    }\n    .qb-ad-info-col {\n        flex: 1;\n        display: flex;\n        flex-direction: column;\n        justify-content: center;\n        padding: 5px 0;\n    }\n    .qb-ad-info-col .qb-ad-title {\n        margin: 0 0 8px !important;\n        font-size: 22px !important;\n        line-height: 1.3 !important;\n        font-weight: 700 !important;\n    }\n    \/* Ghi \u0111\u00e8 m\u00e0u cam c\u1ee7a theme b\u1eb1ng ID m\u1ea1nh h\u01a1n v\u00e0 !important *\/\n    #content .qb-ad-card-wrapper .qb-ad-info-col .qb-ad-title a,\n    .article-inner .entry-content .qb-ad-card-wrapper .qb-ad-info-col .qb-ad-title a {\n        color: #1f2937 !important;\n        text-decoration: none !important;\n        border: none !important;\n        transition: color 0.2s ease;\n    }\n    #content .qb-ad-card-wrapper .qb-ad-info-col .qb-ad-title a:hover,\n    .article-inner .entry-content .qb-ad-card-wrapper .qb-ad-info-col .qb-ad-title a:hover {\n        color: #00A69C !important;\n    }\n    .qb-ad-stars {\n        color: #f59e0b;\n        font-size: 14px;\n        margin-bottom: 12px;\n        letter-spacing: 2px;\n    }\n    .qb-ad-features {\n        display: flex;\n        flex-wrap: wrap;\n        gap: 8px;\n        margin-top: auto;\n    }\n    .qb-ad-feature-tag {\n        background: #f3f4f6;\n        color: #4b5563;\n        font-size: 13px;\n        padding: 4px 10px;\n        border-radius: 4px;\n        font-weight: 500;\n    }\n    .qb-ad-action-col {\n        flex: 0 0 180px;\n        display: flex;\n        flex-direction: column;\n        align-items: center;\n        justify-content: center;\n        border-left: 1px dashed #e5e7eb;\n        padding-left: 20px;\n    }\n    .qb-ad-price-inline {\n        display: flex;\n        align-items: baseline;\n        gap: 8px;\n        margin-bottom: 12px;\n    }\n    .qb-ad-price-label {\n        font-size: 14px;\n        color: #6b7280;\n    }\n    .qb-ad-price-val {\n        font-size: 22px;\n        font-weight: 700;\n        color: #ef4444; \/* \u0110\u1ecf r\u1ef1c r\u1ee1 *\/\n        line-height: 1.1;\n    }\n    #content .qb-ad-card-wrapper .qb-ad-btn,\n    .article-inner .entry-content .qb-ad-card-wrapper .qb-ad-btn {\n        display: inline-block;\n        background: #00A69C !important;\n        color: #ffffff !important;\n        font-weight: 600;\n        font-size: 16px;\n        padding: 12px 0;\n        width: 100%;\n        text-align: center;\n        border-radius: 6px;\n        text-decoration: none !important;\n        transition: background 0.2s ease;\n    }\n    #content .qb-ad-card-wrapper .qb-ad-btn:hover,\n    .article-inner .entry-content .qb-ad-card-wrapper .qb-ad-btn:hover {\n        background: #008f86 !important;\n    }\n    @media (max-width: 768px) {\n        .qb-ad-card-wrapper {\n            flex-direction: column;\n            gap: 15px;\n            padding: 12px;\n        }\n        .qb-ad-image-col {\n            flex: 0 0 180px;\n            width: 100%;\n        }\n        .qb-ad-info-col {\n            padding: 0;\n        }\n        .qb-ad-action-col {\n            flex: 0 0 auto;\n            border-left: none;\n            border-top: 1px dashed #e5e7eb;\n            padding-left: 0;\n            padding-top: 15px;\n        }\n    }\n    <\/style>\n\n    <div class=\"qb-ad-card-wrapper\">\n        <div class=\"qb-ad-image-col\">\n            <a href=\"https:\/\/queenbus.com.vn\/en\/queen-bus-customer-complaints-handling-policy\">\n                <img decoding=\"async\" src=\"https:\/\/queenbus.com.vn\/wp-content\/uploads\/2025\/02\/Xe-limousine-cabin-22-phong-Queen-Bus-khong-gian-sang-trong-va-rieng-tu-1.png\" alt=\"Chuy\u1ebfn Xe Queen Cafe\">\n            <\/a>\n        <\/div>\n        \n        <div class=\"qb-ad-info-col\">\n            <h3 class=\"qb-ad-title\">\n                <a href=\"https:\/\/queenbus.com.vn\/en\/queen-bus-customer-complaints-handling-policy\">Chuy\u1ebfn Xe Queen Cafe<\/a>\n            <\/h3>\n            <div class=\"qb-ad-stars\">\n                <i class=\"fa-solid fa-star\"><\/i>\n                <i class=\"fa-solid fa-star\"><\/i>\n                <i class=\"fa-solid fa-star\"><\/i>\n                <i class=\"fa-solid fa-star\"><\/i>\n                <i class=\"fa-solid fa-star\"><\/i>\n            <\/div>\n            <div class=\"qb-ad-price-inline\">\n                <span class=\"qb-ad-price-label\">Gi\u00e1 v\u00e9 ch\u1ec9 t\u1eeb:<\/span>\n                <span class=\"qb-ad-price-val\">Contact<\/span>\n            <\/div>\n            <div class=\"qb-ad-features\">\n                <span class=\"qb-ad-feature-tag\"><i class=\"fa-solid fa-bus\"><\/i> Xe ch\u1ea5t l\u01b0\u1ee3ng cao<\/span>\n                <span class=\"qb-ad-feature-tag\"><i class=\"fa-solid fa-ticket\"><\/i> V\u00e9 \u0111i\u1ec7n t\u1eed<\/span>\n            <\/div>\n        <\/div>\n\n        <div class=\"qb-ad-action-col\">\n            <a href=\"https:\/\/queenbus.com.vn\/en\/queen-bus-customer-complaints-handling-policy\" class=\"qb-ad-btn\">\u0110\u1eb6T V\u00c9 NGAY<\/a>\n        <\/div>\n    <\/div>\n    <\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"color: #333333;\"><strong>You may be interested in:<\/strong><\/span><\/p>\n<ul style=\"text-align: justify;\">\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/payment-instructions\/\" target=\"_blank\" rel=\"dofollow\" >Instructions For Booking and Payment On Queen Bus Website<\/a><\/span><\/li>\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/refund-exchange-policy-at-queen-bus\/\" target=\"_blank\" rel=\"dofollow\" >Refund &amp; Exchange Policy for Sleeper Bus Tickets at Queen Bus<\/a><\/span><\/li>\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/customer-privacy-security-policy\/\" target=\"_blank\" rel=\"dofollow\" >Queen Bus Privacy &amp; Security Policy<\/a><\/span><\/li>\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/queen-bus-liability-policy\/\" target=\"_blank\" rel=\"dofollow\" >Queen Bus Liability Policy<\/a><\/span><\/li>\n<li><span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/queenbus.com.vn\/en\/queen-bus-customer-baggage-policy\/\" target=\"_blank\" rel=\"dofollow\" >Queen Bus Customer Baggage Policy<\/a><\/span><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>T\u1ea1i Queen Bus, ch\u00fang t\u00f4i lu\u00f4n cam k\u1ebft mang \u0111\u1ebfn cho kh\u00e1ch h\u00e0ng nh\u1eefng d\u1ecbch v\u1ee5 v\u1eadn chuy\u1ec3n ch\u1ea5t l\u01b0\u1ee3ng cao v\u00e0 s\u1ef1 tho\u1ea3i m\u00e1i trong su\u1ed1t chuy\u1ebfn \u0111i. Tuy nhi\u00ean, trong tr\u01b0\u1eddng h\u1ee3p qu\u00fd kh\u00e1ch g\u1eb7p ph\u1ea3i b\u1ea5t k\u1ef3 s\u1ef1 c\u1ed1 n\u00e0o, ch\u00fang t\u00f4i cam k\u1ebft s\u1ebd l\u1eafng nghe, ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd [&#8230;]\n","protected":false},"author":3,"featured_media":2530,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[54,56],"tags":[],"class_list":["post-2576","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cac-chinh-sach","category-tieng-viet"],"acf":[],"_links":{"self":[{"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/posts\/2576","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/comments?post=2576"}],"version-history":[{"count":1,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/posts\/2576\/revisions"}],"predecessor-version":[{"id":12888,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/posts\/2576\/revisions\/12888"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/media\/2530"}],"wp:attachment":[{"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/media?parent=2576"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/categories?post=2576"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/queenbus.com.vn\/en\/wp-json\/wp\/v2\/tags?post=2576"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}