Feedback & Complaint Resolution Process

Last updated: October 21, 2026

1. Contact Channels

  • Support email: cs@poseidoncruisedanang.com
  • Feedback/complaints email: report@poseidoncruisedanang.com
  • Customer service: (+84) 346 969 648
  • Feedback hotline: (+84) 986 337 237
  • Address: SEA VIET TRIP COMPANY LIMITED, K267/H15/3 Nui Thanh, Hoa Cuong Ward, Da Nang City

2. Information to Provide

For prompt handling, customers should provide their full name, booking telephone number/email, order number, service date, details of the feedback or complaint, requested outcome, and relevant documents/images if available. Poseidon requests only the data necessary to verify and handle the matter.

3. Handling Process

  1. Receipt: record the request and verify the transaction information.
  2. Classification: refer the matter to the team responsible for bookings, operations, payments, safety, or personal data.
  3. Negotiation: Poseidon will receive the request and begin negotiations within no more than 07 business days after receiving a valid request. If additional time is needed, Poseidon will explain the reason and provide an expected progress update.
  4. Outcome: respond through the channel used by the customer or another appropriate channel, stating the proposed resolution and implementation timeframe.
  5. Follow-up: retain the outcome and provide further support if the customer disagrees or new evidence arises.

4. Resolution Principles

Feedback and complaints are handled in good faith, transparently, and without discrimination, based on the order confirmation, published information, evidence from the parties, and applicable law. Poseidon does not restrict a consumer’s right to complain, seek assistance from regulatory authorities, or bring legal proceedings.

5. Dispute Resolution Methods

The parties will first seek to resolve the matter through negotiation. If no agreement is reached, the dispute may be resolved through mediation, arbitration, or a competent court under Vietnamese law. Consumers may also submit a request to the state authority responsible for consumer protection or to a qualified social organization that participates in consumer protection.

6. Urgent Safety Feedback

Any issue posing an immediate risk to passenger or operational safety must be reported at once to (+84) 346 969 648. In an emergency, customers must follow the instructions of the captain, operating staff, and competent authorities.