This Dispute and Complaint Resolution Procedure sets out the channels for receiving feedback, response timeframes and principles for resolving issues arising between LOALOA Show and customers during ticket booking, payment, ticket delivery or use of services.
LOALOA Show gives priority to receiving, reviewing and addressing customer feedback in good faith and with transparency and cooperation. Any dispute will first be discussed, negotiated and mediated between the parties in order to identify an appropriate resolution.
1. Scope of Complaint Reception
LOALOA Show receives customer feedback and complaints related to the service provision process, including:
- Ticket booking transactions
- Ticket payments
- Issuance of electronic tickets or QR codes
- Reconciliation and check-in at the venue
- Showtime information (performance schedule)
- Provision of services related to the program
- Other issues arising during the customer’s use of our services
Customers are required to provide complete and accurate relevant information to enable LOALOA Show to review, verify and propose a resolution plan.
2. Channels for Receiving Feedback and Complaints
Customers can send feedback, support requests, or complaints to LOALOA Show via the following channels:
- Hotline: 0989 239 118 - 0989 935 118;
- Email: info@loaloashow.com;
- Head office address: 98/301 Nguyen Hue Street, Sai Gon Ward, Ho Chi Minh City;
- Performance venue: 108 Nguyen Du Street, Ben Thanh Ward, Ho Chi Minh City.
Customers may select the most appropriate contact channel based on the content of their feedback or support request.
3. Information Customers Need to Provide
To ensure prompt processing, customers should provide the following information:
- Full name of the ticket purchaser
- Phone number or email address used in the transaction
- Order number, e-ticket code, or QR code (if applicable)
- Relevant performance date and ticket category
- Content of the feedback or complaint
- Supporting documents, images, payment receipts, or any related reference information (if available)
- Customer’s proposed resolution
LOALOA Show may request the customer to provide additional information if the provided data is insufficient to verify the transaction or clarify the details of the complaint.
4. Complaint Handling Process
LOALOA Show handles feedback and complaints through the following process:
- Step 1 - Receive Complaint: LOALOA Show receives the customer’s complaint via the hotline, email, or in person at the announced addresses. It then records all necessary information and forwards it to the appropriate department for handling.
- Step 2 - Verify Information: LOALOA Show reviews all information related to the order, payment, tickets, and services. It may request the customer to provide additional information or necessary documents for the verification process.
- Step 3 - Initial Response: LOALOA Show will provide an initial response to the customer within 24-48 working hours from the time all necessary information has been received.
- Step 4 - Negotiation and Proposed Resolution: LOALOA Show will engage with the customer to determine an appropriate resolution plan, prioritizing dispute resolution through negotiation and mediation in a cooperative spirit.
- Step 5 - Finalize Resolution: Once both parties agree on a solution, LOALOA Show will implement the agreed resolution and inform the customer of the outcome.
During the process of handling feedback and complaints, LOALOA Show applies appropriate measures and supporting tools to ensure that the process is conducted transparently, accurately, and effectively. These tools include the ticket booking management system, transaction and payment data, the history of communications with the customer, and any related documents provided during the process. This information is used to verify the contents of the feedback, identify the root causes of issues, and propose an appropriate solution.
5. Complaint Response Timeframe
LOALOA Show will provide an initial response within 24 - 48 business hours after receiving all information relevant to the complaint.
This timeframe does not include weekends, public holidays or other non-working periods prescribed by law.
We are committed to receiving and handling all customer feedback transparently, promptly and in accordance with the published procedure.
LOALOA Show prioritises the resolution of disputes through negotiation and mediation in a cooperative manner. If the parties are unable to reach an agreement, the dispute will be referred to a competent court in Ho Chi Minh City for resolution in accordance with Vietnamese law.
