Support & Inquiries
We understand that before every journey, you may have many questions. Below is a compilation of the most frequently asked questions about Travelshop (TVS) services. If you cannot find the answer you are looking for, please do not hesitate to contact our consulting team directly.
1. ABOUT FREE & EASY PACKAGES
Q: What is TVS’s “Premium Essentials” Free & Easy package? How does it differ from traditional packaged tours or booking on OTA platforms?
A: TVS’s “Premium Essentials” Free & Easy (F&E) package is the perfect balance between the freedom of independent travel and the peace of mind and convenience of premium services.
- Unlike traditional tours: You are NOT confined to a rigid itinerary, not required to join large group tours, and NOT accompanied by a tour guide at all times (except on specific experiential tour days). You are fully in control of your own schedule.
- Unlike booking independently on OTAs (Agoda, Booking, etc.): You do not need to worry about managing complex logistics on your own. TVS provides a carefully curated service platform that includes high-quality 4–5 star hotels, premium private transfers (instead of taxis or ride-hailing services), and, most importantly, a 24/7 Travel Assistant who is always by your side to support you anytime, anywhere.
Q: I’ve noticed that TVS’s F&E packages are often priced higher than other travel combos on the market. Why is that?
A: The value of TVS’s F&E packages lies in the “Premium Essentials” standard. We do not compete on price; instead, we focus on the quality of the experience and the peace of mind of our clients:
- 1. Premium Private Transportation: We use modern SUV or limousine vehicles that are clean and well maintained, operated by professional drivers, and reserved exclusively for your group (no shared vehicles or incidental transfers).
- 2. “Travel Companion” Service:Enjoy 24/7 support from our professional team, built upon the operational standards of our parent company, Flight Travel JSC, which specializes in corporate travel—ensuring swift and effective handling of any situations that may arise.
- 3. Curated Selection: All hotels, restaurants, and experiential partners are carefully vetted by TVS to ensure refined taste and the highest quality standards.
2. BOOKING & AMENDMENTS
Q: Can I modify or adjust the suggested itinerary on the TVS website?
A: Absolutely, YES. The itineraries displayed on our website are intended as optimized suggestions only. TVS’s key strength lies in our ability to tailor-make journeys to match your preferences, needs, and budget. Simply share your wishes with a TVS travel consultant, and we will design a trip that truly reflects your personal signature.
Q: Are the prices of the tour packages listed on the website inclusive of airfare?
A: Except for packages join-in tours, the prices of private tours and Free & Easy (F&E) packages displayed on the website are "Land Tour" rates (airfare not included). This ensures flexibility for clients departing from different airports. However, with the advantage of being a "Tier-1 air ticketing agent (through our parent company, Flight Travel), TVS is always ready to advise and assist clients in booking flights with the most suitable fares and flight schedules available at the time of booking.
Q: What is TVS’s pricing policy for children?
A: The pricing policy for children is subject to the regulations of each hotel and service provider (e.g. age, extra bed policies, etc.). TVS will calculate and inform clients of the applicable child rates based on the age and number of children in the group.
3. 24/7 SUPPORT
Q: How does TVS’s 24/7 Travel Assistant service work? How can I contact support when needed?
A: Before your trip, TVS will set up a direct communication channel (typically via Zalo or WhatsApp) between you and our operations team. Throughout the journey, your 24/7 Travel Assistant will remain available to:
- Provide timely updates and itinerary reminders (pick-up times, tour schedules).
- Offer immediate assistance with inquiries (restaurant recommendations, directions, etc.).
- Receive and promptly resolve any issues that may arise (delayed transfers, hotel room matters, health-related incidents, etc.). You simply need to send a message or make a call, we will be there to support you.
Q: If my flight is delayed or canceled at the last minute, will TVS’s airport transfer wait for me?
A: YOU CAN BE COMPLETELY AT EASE. TVS’s 24/7 Travel Assistant continuously monitors your flight status in real time.
- In case of a delay: TVS’s private driver will automatically adjust the pick-up time and wait for you at the airport, ensuring you are warmly welcomed upon arrival.
- In case of cancellation: We will assist you in rearranging the airport transfer to align with your new flight schedule.
Q: If I experience a medical emergency or encounter a force majeure situation (such as natural disasters, storms, floods) at the destination, how will TVS provide support?
A: Your safety is our highest priority. In emergency situations:
- Medical: 24/7 Travel Assistant will help find the nearest and most reputable medical facilities, coordinate transportation, and provide language support (if needed) to ensure timely medical care.
- Natural disasters/Force majeure: TVS is committed to standing by our clients. We will make every effort to assist you in securing safe accommodation, arranging alternative transportation at the earliest possible time, and working with service providers to protect your interests.
4. ABOUT PARTNERS & EXPERIENCES
Q: Are the experiential tours included in the package (e.g. day join-in tours, Ha Long Bay cruises) operated by TVS or by partner providers?
A: To ensure a high level of specialization and absolute safety, TVS acts as a “curator”. We collaborate with leading, highly reputable partners who hold specialized licenses in each respective field to operate these experiences. TVS is responsible for overall quality management, advising and selecting suitable options, providing seamless booking support, and ensuring thorough logistical arrangements (transfers), so that you enjoy the best possible experience with our partners’ services.
Q: Do I need to purchase travel insurance?
A: Although transportation providers and experiential tour partners typically carry basic liability insurance, TVS STRONGLY RECOMMENDS that you purchase comprehensive personal travel insurance for each trip. Such insurance offers enhanced protection in cases of flight cancellations, lost or delayed baggage, personal health issues, or unforeseen accidents not attributable to service providers. TVS is always available to advise and assist clients in selecting and purchasing reputable travel insurance plans.