Baolau

Dear Bee, According to the cancellation policy for State Railway of Thailand published on our website, in case of ticket cancellation the following fees apply: 70% of the ticket fare + 30 THB per ticket - 70% of the ticket is the standard cancellation policy imposed by the railway operator. - 30 THB per ticket is the fee for processing the ticket cancellation on your behalf (this fee can be waived if you cancel the ticket at the station by yourself). The cancellation policy is displayed along with our Terms of Use during the reservation process and, as a user, you are requested to read and accept this policy voluntarily before completing the payment. We understand that receiving a small amount of refund can be frustrating, however please note that we are simply a ticketing agency and we are not responsible for the ticket cancellation policy. Our responsibility as ticket agent is to apply the cancellation fee imposed by the railway operator and coordinate the refund with State Railway of Thailand. We appreciate your understanding and consideration. Best regards.

Dear Alison Sheffield, We are sorry for not being able to secure your ticket reservations for your whole family on the train operated by State Railway of Thailand (SRT). Kindly understand that we are simply a ticketing agency, not the railway operator, so our ability to secure tickets for certain fares is limited, especially in periods of high-demand. As you mentioned, the operator State Railway of Thailand (SRT) restricts the booking requests to a maximum of 4 tickets per order, so if the number of passengers is more than 4 the customer needs split the reservation in different orders. This restriction escapes our control as it is implemented by SRT ticketing system and Baolau, as well as any other ticket agents, is affected by it. We received two separate bookings requests in parallel under your name. Both reservations were processed automatically with different result, as the availability changed quickly and the berths selected in the booking for 4 passengers became unavailable during the ticket processing. Please note that SRT ticketing system operates on a first-come, first-served basis. This means that we cannot block or pre-book berths on SRT ticketing system during the seat selection and tickets are processed only after we receive the payment from the customer, which can cause a conflict with other customers trying to book the same berths at the same time. Since we could not secure your reservation for 4 passengers, we offered an alternative to travel on the same day, but we could not stop or prevent the other booking for 1 passenger part of your family that was processed automatically after you completed the payment. Once the ticket is issued, any cancellation is subject to the refund fees applied by the railway operator and regretfully we cannot waive them. We understand the unnecessary stress and confusion, and we believe that it could be avoided if SRT ticketing system would accept reservations for more than 4 passengers. Unfortunately, this is a decision of the railway operator SRT and ultimately us, the ticketing agencies, cannot change or be held responsible. We are sorry for the inconvenience and we seek your understanding given the current circumstances and limitations. Best regards.