24/7 Support
Always here for your partners and travellers, day or night
A travel programme can change at any moment — a delayed flight, bad weather, or a request that comes in the middle of the night. Victoria Tour keeps a 24/7 operations desk staffed in each destination to handle these moments as they happen, so travellers and partners are never left waiting until the next business day.
What you can count on
A 24/7, 365-day hotline staffed in the local time zone of every destination
A named operations contact assigned to each group
On-the-ground incident handling: flight changes, medical issues, weather, itinerary changes
Parallel contact channels: phone, Zalo/WhatsApp and a priority email address
Transparent incident reporting and response times for partners
What we provide
24/7 hotline
A round-the-clock hotline staffed in the time zone of the destination currently running.
Named contact per group
Each group or partner gets one assigned contact, shared ahead of departure.
On-the-ground incident handling
Direct coordination with guides and suppliers for flight changes, medical issues and weather.
Multi-channel contact
Phone, Zalo/WhatsApp and priority email — whichever channel is fastest for the situation.
24/7 Support in pictures
One contact, an immediate response
Every group and every partner contract is assigned a named operations contact, with a phone number shared before departure. When something goes wrong — a flight change, a medical issue, a last-minute itinerary change — that person is the first point of contact and stays responsible until it's resolved.
The on-call team is staffed in the time zone of the destination currently running, so someone is always available when travellers need them, regardless of the time difference with our head office.
How incidents are handled
- Intake — every request by phone, Zalo/WhatsApp or email is logged immediately.
- Assessment & dispatch — the on-call contact assesses urgency and mobilises the right resources (guide, supplier, local partner).
- Resolution — working directly with the parties involved, with continuous updates for the traveller or partner.
- Reporting — once resolved, the incident and response time are logged transparently and shared back with the partner if needed.
More than a hotline
24/7 support at Victoria Tour is not a generic call centre — it's part of our operating process, connected directly to Tourfloor so the on-call contact always sees the latest booking status and itinerary for every group.
