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 Complaints
LOALOA Show receives customer feedback and complaints relating to the provision of its services, including:
- Ticket-booking transactions;
- Ticket payments;
- Issuance of electronic tickets or QR Codes;
- Ticket verification and check-in at the event venue;
- Performance information;
- Provision of services related to the programme;
- Other issues arising while customers use our services.
Customers must provide complete and accurate information relating to the matter so that LOALOA Show can review and verify the details and propose an appropriate resolution.
2. Channels for Feedback and Complaints
Customers may submit feedback, support requests or complaints to LOALOA Show through 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 depending on the nature of the matter or the assistance required.
3. Information Customers Should Provide
To facilitate prompt receipt and handling of a complaint, customers should provide the following information:
- Full name of the ticket purchaser;
- Telephone number or email address used for the transaction;
- Order number, electronic ticket number or QR Code, if available;
- Relevant performance and ticket category;
- Details of the feedback or complaint;
- Supporting documents, images, payment records or other relevant verification information, if available;
- The resolution requested by the customer.
LOALOA Show may request additional information where the information provided is insufficient to verify the transaction or clarify the complaint.
4. Complaint Receipt and Resolution Process
LOALOA Show handles feedback and complaints through the following process:
- Step 1 - Receipt of feedback: LOALOA Show receives the customer’s complaint through the hotline, email or directly at the published addresses, records the relevant information and forwards the matter to the responsible department.
- Step 2 - Verification: LOALOA Show reviews information relating to the order, payment, ticket and service. The customer may be asked to provide additional information or supporting documents required for verification.
- Step 3 - Initial response: LOALOA Show will provide an initial response within 24-48 business hours after receiving all information necessary to process the complaint.
- Step 4 - Negotiation and proposed resolution: LOALOA Show discusses the matter with the customer and proposes an appropriate resolution, prioritising negotiation and mediation in a cooperative manner.
- Step 5 - Completion: Once the parties agree on a resolution, LOALOA Show will implement the agreed measures and notify the customer of the outcome.
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.
