Get immediate or general support
- Telephone and Zalo: +84 363 615 739
- WhatsApp: https://wa.me/message/6NBLMXQZ4OHAP1
- Email: tickets@phuquoctimes.com
- Service hours: 7:00 AM–11:00 PM daily
How to submit a formal complaint
Email tickets@phuquoctimes.com with the subject “Complaint – [PQT reference]”. A written complaint provides the clearest record. Urgent same-day admission problems should also be reported by telephone or Zalo.
Information to include
- Customer and lead-visitor name.
- PQT order or payment reference.
- Attraction, product and visit date.
- A clear description and desired resolution.
- Relevant voucher, receipt, operator notice or photographs.
- The best contact channel and any immediate deadline.
Acknowledgment and initial review
We aim to acknowledge a complete written complaint within two business days. We will identify missing information, preserve relevant order records and explain whether supplier or payment-provider input is required.
Resolution timeframe
We aim to provide a substantive response within ten business days. Complex operator, bank, fraud or refund investigations may take longer; if so, we will provide an update and revised target rather than leave the complaint unanswered.
Escalation
If the first response does not resolve the matter, reply with “Escalation requested” and explain the disputed point. A different responsible reviewer should reassess the record. Where appropriate, the matter may then be referred to the attraction operator, payment provider, competent consumer authority or Vietnamese court.
Fair use of support
Customers should communicate accurately and respectfully. Threats, harassment, fraudulent evidence or repeated abusive contact may be restricted, while legitimate emergency and consumer-rights requests remain available through written channels.