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OPERATING YOUR VIET
NAM TOUR
This part of your Viet Nam travel package begins when you pass
through immigration at your arrival airport and meet one of our
guides, drivers or staffs.
Arriving in Viet Nam, Cambodia or Laos
Wherever you travel to Viet Nam or enter another Indochina
countries, you'll be received a warmly welcome at the airport and
driven to your hotel. All transfers are included in your tour price
unless you have requested otherwise. The vehicle will be new, or
almost new, and come with an experienced, safe driver and a guide
who speaks your language. They will help you with your luggage, and
with your check-in if necessary.
In Cambodia or Laos, we use highly competent travel agents who work
to our specification.
Entering Viet Nam
When you enter Vietnamese territory, you'll be in direct contact
with your personal tour operator. We usually leave the rest of the
day free for you to relax and acclimatize. However, we will be very
flexible.
During your Viet Nam tour
Your guide and driver are at your disposal. If you want to digress
from your itinerary, it depends on you. If it means changing
arrangements for hotels, flights or whatever, all you need to do is
tell us. If there's any cost involved, we shall let you know how
much quickly.
You should contact us if you're not happy about something. This is
unlikely, because your personal tour operator will keep in touch
with your guides or drivers to make sure everything is running
smoothly for your Viet Nam tour.
Of course, we will provide you with both office and cell phone
numbers. One phone call will solve a problem within minutes when you
are in Viet Nam.
Our operator is always at your service for suggestions, advice,
information, assistance with bookings, and whatever else you might
need, 24hrs a day, 7 days a week.
After your Viet Nam journey
We define that we have a long-term business that’s why we would very
much need your feedback and comments, partly because it’s nearly
always positive, and makes us happy, but mostly because it will
improve our service to our next customers.
We will send you an email and ask your comments, opinions about your
experience of Viet Nam tour. It will arrive a couple of days after
your arrival home and have enough time to recollect your Viet Nam
tour. We are looking for your comments and how we could do better.
Please, spend some minutes on it to help us.
As soon as your feedback arrives in our office, we will show it to
all staffs. At the beginning of each week, we have a meeting where
we discuss your views and suggestions. If this results in changes to
our existing practice, we’ll let you know what we've done.
PLANNING A TOUR
We really like this part of the process. This challenges us and
judge how we work with your itinerary. Our aim is to meet the needs
of our customers and your requirements.
First step: We design your programme
The places you want to visit:
We will always start with your preferences, then add our local
knowledge about routes, sightseeing spots, local conditions to
design them into an itinerary which suits you and balances value for
money. If you do not have locations in mind, we will suggest you to
consider. We have a large database of destinations and local
knowledge for you to choose.
The type of your hotels:
Viet Nam is a developing country, there are some luxury hotels such
as Sofitel Metropole in Ha Noi, Park Hyatt in Sai Gon and Furama
Resort in Da Nang. And a humble house for your homestay. Many
clients want to combine “roughing it” in homestays and in a
comfortable hotel in city or luxury hotel on the beach.
You can select whatever you want and we will always book the best
room available at the level you choose and require.
The transport that you want:
We try all our best to design your itinerary that balances value not
only for money but also for time. The objective is an itinerary that
minimizes travel time and maximizes interesting attractions. We’ll
provide you with the standard and type of transport you prefer, and
the best route, and are usually able to offer options. Of course,
some things are beyond our control such as: domestic flight times,
accommodation availability, or the prevailing weather, for example.
Second step: We work out the price of your hoilday
The number of people travelling:
Our profit margins are lower than average. There is hardly any
single accommodation in Viet Nam, so individuals usually have to pay
for a double room. Some hotels offer ‘family’ rooms or provide a
third bed for a supplement, but that is by no means universal.
Generally speaking, the more people, the lower price you get.
How long you would want to stay:
Of course, the longer you stay, the higher the price. However, our
staffs are very skilled at avoiding additional costs arising from
early ‘check-ins’ and late departures from hotels wherever possible,
and juggling tour components and means of transport to maximize the
use of the time available and the value of the experience.
The level of accommodation you prefer:
We have our own grading system based on a combination of occasional
inspections and feedback from travellers. We use a ‘value for money’
criteria: it’s very subjective, of course we’ll make suggestions,
but the choice is always yours.
Third step: the total cost of your holiday
Our profit margin is 15% to the total cost of your holiday. We will
count all the costs and add 15% to the total then give you the price
of your holiday. The figure we quote is always firm, we don't
inflate it for negotiating, and we don't haggle.
Fourth step: Email you the result
We’ll do all this within one day and send you a draft itinerary to
consider and decide.
And then the next step is up to you!
However, if you want to change something in our draft itinerary, we
are ready to do that for you.
BOOKING A TOUR
The booking process
Thismay be long or short as you wish. If you agree with your or our
first draft itinerary, that’s OK. If you just want to spend a week,
or more like a month, more adjusting and refining it, that’s OK,
too. You will not be forced to make a deposit, and we will not be
upset if you decide not to travel with us at the end. With each
revision of your Viet Nam holiday package, you'll always get a
revised price which may be higher or lower – no ‘extra’ charges
other than those related directly to your requests will creep in.
The price will always be firm, and no surcharges or 'extras' will
appear later on. We don't charge for the design and development
process no matter how long it takes, and you'll be under no
obligation.
Making a booking
Once you've agreed the tour itinerary, the first step you make is to
pay a deposit. We’ll ask you to transfer the deposit to our account
at our bank. We’ll provide all necessary SWIFT codes and
intermediary bank details to ensure rapid transit. Hence it arrives,
normally within two or three working days, we'll confirm its receipt
and begin doing firm reservations for you. It depends on you when
you do this. This can be almost up to the date of your arrival to
Viet Nam if you wish. However, there are several ‘peak periods’ in
Viet Nam when major festivals such as Tet holidays and events limit
the availability of transport. To go further, most service providers
and hotels in Viet Nam won’t accept our provisional bookings. If you
want to be sure of getting what you want, you should book earlier.
We don't charge for making changes after booking
We promise that paying a deposit or the full cost of a tour doesn't
mean surcharges if you want make alterations to your itinerary. You
can carry on the drafting process as long as you like. The price
will go up and down according to the amendments you want, but
nothing will be added for making modifications. You'll also find
that our cancellation policy is both fair and acceptable.
PAYMENT METHODS
The contract between YOU and Y.F.T:
The contract will consist of an agreed itinerary and your
acknowledgement of acceptance of these booking conditions. The
contract between us becomes binding at the point at which you issue
instructions to us to go ahead with doing the necessary bookings for
your agreed itinerary, and pay the deposit according to the terms of
payment.
Deposit
As we design the itinerary for your holiday, we will check the
availability of hotels and, if possible, make provisional bookings.
To do this, we will need early notification of your flight details.
Once we have agreed the itinerary and the price, and received your
instruction to proceed, we will ask you to transfer a minimum 20%
deposit to our bank to cover our costs if you cancel thereafter.
Upon receipt of your deposit, we will make firm bookings and confirm
them to you.
Please note that, in several areas, hotels become fully booked well
in advance because there are few adequate alternatives, or sometimes
none at all. It is therefore in your interests to pay the deposit as
early as possible to secure the best availability. At this stage,
you may choose to pay the full price rather than a deposit, thereby
avoiding a second transfer fee.
Final Payment
Full payment of the balance must be made by electronic transfer in
time to arrive in our account in the State Bank no later than 45
days before your departure for Viet Nam. We will supply you with the
details and SWIFT codes of intermediary banks that you can use to
expedite your payment - it should take no more than a couple of
days. However, please check if your bank uses its own intermediate
bank, as that can extend the transfer time considerably.
In the event of the full payment not reaching our account by the due
date, we reserve the right to cancel all bookings and the contract
between us.
Please note that, for convenience, we quote in US dollars. Where
price equivalents in VND or any other currency are given, they are
for guidance only and must not be taken as firm prices. Both deposit
and final payment must be made in US dollars or in your chosen
international currency. If you choose to pay in a currency other
than US dollars, the price in the invoice will be at the exchange
rate prevailing on the day we issue it.
If you ask for changes to be made after you have paid in full, but
before your date of departure, any increase in the price must be
settled by cash or credit card ( Visa, MasterCard or American
Express ) upon your arrival in Viet Nam. If changes result in a
reduction of the price, you will be reimbursed in VND upon arrival
less any costs that we have reasonably incurred.
Please note that all credit card payments in Viet Nam are subject to
a surcharge, currently 3% for Visa and MasterCard, and 3.9% for
American Express.
If you have travellers cheques, Vietcombank charges no commission if
you exchange travellers cheques for Viet Nam Dong.
If you ask for changes to be made during your time in Viet Nam, we
will advise you of the extra cost and only proceed on your
instruction. Any extra costs that you have incurred by altering your
itinerary while you are in Vietnam must be settled no later than
three days before your departure for Viet Nam.
If the alteration involves a reduction, we will refund you the
saving in VND, less any costs that we have reasonably incurred,
before you leave Viet Nam. No refunds will be made for any unused
elements of the itinerary.
Account name : YELLOW FIELD TOURS Co., Ltd
USD Account No : 104 2019 4376 021
With Bank : TECHCOMBANK DA NANG
SWIFT CODE : VTCB VN VX
Address : 97 Phan Chu Trinh Street, Da Nang city, Viet Nam
Tel :+84 511 562999
Fax :+84 511 562997
CANCELLATION
Cancellation by you:
The date of cancellation will be the date on which we receive your
notification of your wish to cancel your journey to Viet Nam.
If you cancel your contract between us at any time more than 45 days
before your departure for Viet Nam you shall lose your deposit.
If you cancel your contract between us at any time less than 45 days
before your departure for Viet Nam, all moneys that you have
transferred will be returned to you 45% of the total price of your
trip and the transfer transaction fees levied by our Bank.
If you wish to transfer your booking to another person, we require
their full details, confirmation of acceptance of the terms of our
contract, agreement to pay our costs incurred in making the
transfer, and enough time to allow a visa to be issued.
Cancellation by Y.F.T:
We reserve the right to cancel the contract between YFT and you for
any reason prior to your payment of the full price of your hoilday,
whereupon we will refund any moneys that you have paid us. After
transfering your full payment to us, we will only cancel our
contract if circumstances beyond our control make it unavoidable.
When we realize that such circumstances arise, we will get you
informed and contact you immediately and offer you the choice of an
alternative of equivalent quality or a full refund of all monies
paid. No additional compensation will be paid over and above the
total sum received from you.
TOUR OPERATION
Arriving in Viet Nam, Cambodia or Laos
Wherever you travel to Viet Nam or enter another Indochina
countries, you'll be received a warmly welcome at the airport and
driven to your hotel. All transfers are included in your tour price
unless you have requested otherwise. The vehicle will be new, or
almost new, and come with an experienced, safe driver and a guide
who speaks your language. They will help you with your luggage, and
with your check-in if necessary.
In Cambodia or Laos, we use highly competent travel agents who work
to our specification.
Entering Viet Nam
When you enter Vietnamese territory, you'll be in direct contact
with your personal tour operator. We usually leave the rest of the
day free for you to relax and acclimatize. However, we will be very
flexible.
During your Viet Nam tour
Your guide and driver are at your disposal. If you want to digress
from your itinerary, it depends on you. If it means changing
arrangements for hotels, flights or whatever, all you need to do is
tell us. If there's any cost involved, we shall let you know how
much quickly.
You should contact us if you're not happy about something. This is
unlikely, because your personal tour operator will keep in touch
with your guides or drivers to make sure everything is running
smoothly for your Viet Nam tour.
Of course, we will provide you with both office and cell phone
numbers. One phone call will solve a problem within minutes when you
are in Viet Nam.
Our operator is always at your service for suggestions, advice,
information, assistance with bookings, and whatever else you might
need, 24hrs a day, 7 days a week.
After your Viet Nam journey
We define that we have a long-term business that’s why we would very
much need your feedback and comments, partly because it’s nearly
always positive, and makes us happy, but mostly because it will
improve our service to our next customers.
We will send you an email and ask your comments, opinions about your
experience of Viet Nam tour. It will arrive a couple of days after
your arrival home and have enough time to recollect your Viet Nam
tour. We are looking for your comments and how we could do better.
Please, spend some minutes on it to help us.
As soon as your feedback arrives in our office, we will show it to
all staffs. At the beginning of each week, we have a meeting where
we discuss your views and suggestions. If this results in changes to
our existing practice, we’ll let you know what we've done.
COMPLAINTS PROCEDURE
When we established our travel agency in June, 2006, our aim is 100%
client satisfation, but we do not claim to be perfect. Try all our
best to please our clients and we hope that travelling with YELLOW
FIELD TOURS, You will not have any complaints.
However, If something goes wrong, it is YFT to deal with it.
At first, you must notify us of the nature of your complaint
immediately or as soon as possible to give us enough time to rectify
the stituation and our mistakes.
And if we can not resolve the problem, we’ll make an offer of
compensation for you. If you do not accept the offer from YFT, you
can contact Viet Nam Authority for Tourism (VNAT) to arbitrate.
Telephone number of VNAT is (0084) 04 942 2280.
The staff at VNAT will ask you for all details of your complaint.
Then they will contact us for information and comment. They will
make a judgement, if you are right, will decide upon the amount of
compensation due to you. If the compensation would not be completed
before you left our country, we will make it by bank transfer to
your account. |
