{"id":176,"date":"2025-03-26T09:23:05","date_gmt":"2025-03-26T09:23:05","guid":{"rendered":"https:\/\/interbuslines.com\/en\/?page_id=176"},"modified":"2025-03-29T16:52:36","modified_gmt":"2025-03-29T16:52:36","slug":"complaint-process","status":"publish","type":"page","link":"https:\/\/interbuslines.com\/en\/complaint-process\/","title":{"rendered":"Complaint Process"},"content":{"rendered":"

At Inter Bus Lines, we value customer feedback and take complaints seriously. If you experience any issues during your journey, please follow the steps below to file a complaint:<\/em><\/p>\n

SUBJECT TO INTER BUS LINES SETTLEMENT OF COMPLAINTS,<\/strong><\/p>\n

– Customers, partners, agents, shippers<\/p>\n

– Lawful heirs and authorized persons of the above-mentioned persons.<\/p>\n

ADDRESS FOR COMPLAINTS<\/strong><\/p>\n

Please send a complaint letter, call or contact via the following information channels:<\/p>\n

Email:\u00a0<\/strong>info@interbuslines.com<\/p>\n

Hotline:\u00a0<\/strong>1900.1137<\/p>\n

Inter Bus Lines Hanoi office: BT01, TT3B, T\u00e2y Nam Linh \u0110\u00e0m, Ho\u00e0ng Li\u1ec7t ,Ho\u00e0ng Mai, H\u00e0 N\u1ed9i<\/p>\n

Inter Bus Lines Sapa Office: No. 436 Dien Bien Phu, Sapa Town, Lao Cai<\/p>\n

Step 1: Receive the complaint file<\/strong><\/p>\n

Customers can complain, inquire about service-related issues via text, email, phone or directly at the Company. These issues are received by the complaint-receiving and handling unit.<\/p>\n

Note: Contents detailing the incident, time, or attaching relevant evidence such as photos and videos from security cameras (if any)<\/p>\n

Step 2: Verify information<\/strong><\/p>\n

Within 05 working days after receiving the complaint (excluding Saturday, Sunday and public holidays, Tet), Inter Bus Lines will check and confirm the complaint and respond to the relevant parties. authority and reserves the right to request information.<\/p>\n

Case 1:<\/strong>\u00a0Invalid claim claim (Ex: no proof-witnesses, no specific reason,…) =>\u00a0Inter Bus Lines Customer Service\u00a0<\/strong>notifies Customer about invalid claim rate.<\/p>\n

Case 2:<\/strong>\u00a0Valid complaint request (Ex: clear picture, witness, good reason, …). => \u00a0Inter Bus Lines Customer Service\u00a0<\/strong>proceed to the next step.<\/p>\n

Step 3: Consider complaint settlement<\/strong><\/p>\n

Within the next 5 days (excluding Saturday, Sunday and public holidays and New Year), from the date of verification of correct information, Inter Bus Lines will conduct support to work with relevant parties, after then make the final decision and notify the Customer.<\/p>\n

Inter Bus Lines always aims to solve all problems based on discussion, analysis and negotiation. For the parties involved, during the settlement process, it is requested that the parties not publicize any information about the complaint or related to the complaint on social sites and the media.<\/p>\n

In case of a conflict or complaint of a serious nature that cannot be resolved by mediation, the complainant (Customer, Partner Employee) submits an application to the competent legal authorities to intervene, Inter Bus Lines will coordinate with state agencies in case it needs to provide documents and information of relevant parties.<\/p>\n

In case of conflicting service transactions related to the violation of the Code of Conduct of Sales Executives, Drivers, Operators, Inter Bus Lines will apply the agreed corresponding handling measures. agreement and commitment.<\/p>\n

Maximum settlement time for conflicts, disputes and complaints:<\/strong><\/p>\n

The parties must notify the problem within 7 days from the end of the work (excluding Saturday, Sunday and public holidays, Tet). Inter Bus Lines reserves the right to refuse to settle the complaint if the above time limit is exceeded.<\/p>\n

The maximum time to resolve normal problems is 7 days from the date of receipt of information by Inter Bus Lines (excluding Saturdays, Sundays and public holidays, Tet)<\/p>\n

The maximum support time to solve serious problems is 1 month from the date Inter Bus Lines receives the information (excluding Saturdays, Sundays and public holidays, Tet).<\/p>\n

Note:<\/strong>\u00a0In case the Complainant (Customer, Maid, Partner) cannot be contacted for more than 3 days from the time of receiving the complaint information, Inter Bus Lines has the right to send a notice of refusal by email. resolve complaints.<\/p>\n

Step 4:<\/strong>\u00a0End the complaint<\/p>\n

All information, records, evidence related to the conflict, dispute complaint will be saved and completed to close the complaint.<\/p>\n","protected":false},"excerpt":{"rendered":"

At Inter Bus Lines, we value customer feedback and take complaints seriously. If you experience any issues during your journey, please follow the steps below to file a complaint: SUBJECT TO INTER BUS LINES SETTLEMENT OF COMPLAINTS, – Customers, partners, agents, shippers – Lawful heirs and authorized persons of the above-mentioned persons. ADDRESS FOR COMPLAINTS… Continue reading Complaint Process<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":242,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-176","page","type-page","status-publish","has-post-thumbnail","hentry","entry"],"yoast_head":"\nComplaint Process - Daily Sleeping Bus from Hanoi - Lao Cai - Sapa<\/title>\n<meta name=\"description\" content=\"At Inter Bus Lines, we value customer feedback and take complaints seriously\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/interbuslines.com\/en\/complaint-process\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Process - Daily Sleeping Bus from Hanoi - Lao Cai - Sapa\" \/>\n<meta property=\"og:description\" content=\"At Inter Bus Lines, we value customer feedback and take complaints seriously\" \/>\n<meta property=\"og:url\" content=\"https:\/\/interbuslines.com\/en\/complaint-process\/\" \/>\n<meta property=\"og:site_name\" content=\"Daily Sleeping Bus from Hanoi - 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