PHU QUOC TIMES · INFORMATION & SUPPORT
Customer support and complaints
Explain a service problem clearly, protect your private information and ask for a written outcome.
Start with the service reference
Email info@phuquoctimes.com with your request or booking reference, service name, date and the outcome you are seeking. If you booked directly with another provider, contact that provider using your confirmation. A listing in our guide does not make Phu Quoc Times the seller. For an article error, use Contact and corrections instead.
Describe what happened in order
Explain what was agreed, when the problem arose and whom you have already contacted. Include relevant correspondence or a redacted screenshot where useful. For example, if a pickup did not arrive, give the agreed point and time and describe any contact with the operator. You do not need to send your full travel history for a problem with one service.
Protect private information
Begin with a reference and description, not identity documents. Never send passwords, card security codes or one-time passwords. Do not publish ticket QR codes, private request links or other travellers’ details. Before sharing sensitive evidence, clarify which information is needed and how to provide it.
If the service is happening today
Also use the operator contact in your confirmation for a missing pickup or entry problem. For a missing ticket, check the agreed delivery channel and spam folder. Ask for clarification before buying a duplicate: reimbursement is not automatic. This inbox is not an emergency service and does not promise continuous staffing or an immediate reply.
Ask for a written outcome
Keep the correspondence together. Ask what action is proposed, who will carry it out and whether more information is needed. If a change or refund is agreed, request the revised service details or the amount, deductions, method and expected processing time in writing. Sending a complaint does not itself cancel a service, approve a refund or confirm a booking.
If the issue remains unresolved
Reply in the same thread, identify the unresolved point and explain the outcome you are seeking. Ask for the reasons for the proposed decision in writing; silence is not acceptance. Keep your agreement and correspondence for any independent advice you choose to seek. This guidance does not determine legal entitlement or promise a refund for every complaint.
Who handles bookings through Phu Quoc Times
For services booked directly through Phu Quoc Times, our team handles customer payment queries, cancellation and change requests, refunds and ticket delivery. Contact info@phuquoctimes.com with your booking reference so we can identify the service and arrange the next step. The conditions agreed for your particular service determine whether a change or refund applies; contacting the team does not itself approve either. If you booked directly with another seller, use that seller’s confirmation contact. Online booking will be available only for selected services when their booking flow is enabled; this policy does not enable checkout or payment.
Support hours and urgent service issues
Our usual support hours are 07:00–23:00 in Phu Quoc local time (UTC+7). We normally respond promptly during those hours, but an immediate reply is not guaranteed. Messages received between 23:00 and 07:00 are normally answered when support resumes. For a pickup or entry problem happening now, also use the operator contact in your service confirmation. Keep your reference and clearly state the service date and issue. Support hours are not a cancellation deadline or a promised refund-processing time; check the conditions of your service. This is not an emergency service.