Baolau

Dear Io Tu, In normal circumstances, we would receive the payment instantly and we would able to issue the train tickets with the exact seat numbers that the customer selected immediately. However, in your case, you chose to pay with PromptPay QR and the payment was not received instantly. We received your email at 16:13 informing us that you had completed the payment via PromptPay QR at 15:58 and provided us the payment slip issued by Krungthai Bank. We checked with our payment gateway and the payment had not been received yet, so your booking was put on hold. The payment was received just a few minutes later. Unfortunately, by that time, the seats 10 and 13 that you had selected during the reservation were already taken, so we re-assigned the passengers to the seats 59 and 63 (the last seats next to each other that were available in the train) in order to guarantee your trip from Surat Thani to Pran Buri tomorrow, Wednesday, 21 August 2024 at 18:25 in SP44 train. We have absolutely no gain or interest from changing the seats selected by the customer. We only do it when it is necessary because the seats selected are no longer available. In normal circumstances, we would consult the change with the customer. However, being the last seats on the train, we considered that by the time we would receive your response the seats would already be taken and the train would be sold out, so ultimately we took action in your best interest. We care about our customers and we try our best to satisfy their booking requirements but when the seats selected are not available, we will prioritize that the customer can at least travel on the same date at the same time in the same train. Otherwise, the customer would see their travel plans disrupted by traveling on a different date or a different time. Please understand that we are simply a ticketing agency and we do not have control over the seat inventory or the capacity to hold the seats indefinitely until the payment is received. Usually, we can expect that the payment is received instantly and we proceed with the ticket issuing immediately, but that was not your case as the payment via PromtPay Pay QR took some minutes to be processed. We recommend that you use credit card for your next payment, since payments via PromptPay QR may not be received instantly (depend on the intermediate banks, which is out of our control) and therefore are not suitable for booking tickets in periods of high demand, such as the date before travel, when the seat availability may change quickly. Again, we are sorry for the inconvenience caused and we hope that next time we can serve you better. Best regards.

Dear Roman, We are sorry to hear that you missed your train from Padang Besar. Please note that during the reservation process, we display a disclaimer informing that you have selected a non-direct route with two different providers and therefore we cannot guarantee the connection. "Connection not guaranteed. You have selected a non-direct route. Scheduled services usually arrive on time, however please note that we are not responsible for any delay or cancellation of the transport services and neither us or the passenger carrier may guarantee your connection. We recommend that you consider the transit time and book at your own risk." Instead of reading the information in the disclaimer and considering that the transit time was too tight, you decided to ignore the risk and proceed with the reservation. Most travellers would book the journey Hua Hin to Padang Besar (https://www.baolau.com/en/s/Hua-Hin/Padang-Besar/train) operated by SRT separately from the journey Padang Besar to Butterworth (https://www.baolau.com/en/s/Padang-Besar/Butterworth/train) operated by KTM, and select a later train, giving them plenty of time to cross the border, but ultimately you decided to choose the combined route with only 30 minutes transit in the border and rush through immigration. Secondly, please note that the zig zag ticket from Hua Hin to Butterworth is actually the most optimal route since there is no direct train from Hua Hin in Thailand to Butterworth in Malaysia. There is a direct train KTM Komuter from Padang Besar to Butterworth but this train is a commuter rail service and therefore it is not available for advance online booking. Unfortunately, we cannot sell tickets for this train. Instead, we list the combination Padang Besar - Parit Buntar - Butterworth with KTM ETS service, which supports advance online booking. Travellers are welcome to travel from Padang Besar to Butterworth on KTM Komuter, but they should buy the tickets at the station, not through Baolau. Finally, please note that the railway operator does not provide a refund if the passenger misses the train departure, therefore unfortunately we cannot provide a refund in your case. We are sorry to disappoint you but you need to understand that Baolau is not a trip planner assistant or a travel agency. Baolau is a ticketing service and the users are ultimately responsible for arranging their trip and booking the right tickets. Best regards.

This review should be for ktmtickets.com, not for baolau.com. ktmtickets.com is a website set up by an individual not associated and not related to baolau.com baolau.com is the website of Baolau, a legitimate online ticketing agency registered in Singapore, not a fake website. Trustpilot is broken as it maliciously allows users to damage the reputation of legitimate businesses by directing complaints for websites set up by individuals and third parties not associated with such business.

Dear Nathan, Please understand that we are simply a ticketing agency and we are not responsible for the operation of the transportation service. Should the railway operator decide to cancel or suspend the service in advance, once we receive a notification we will inform the affected customers and provide a solution. Unfortunately, in this case Vietnam Railways decided to suspend your train due to floods in Central Vietnam but we didn't receive any notification so we could not inform you on time before departure. According to our Terms of Use, in case of cancellation of the transport service by decision of the Passenger Carrier, the customer is entitled to receive the amount corresponding to the ticket fare. In this case, we will refund 100% of the ticket fare to your credit card. Please note that the service fees cannot be refunded because the ticketing service was completed when Baolau confirmed your reservation, issued the tickets and delivered the electronic tickets to your email on 15/10/2023. The ticketing service provided by Baolau is independent from the transportation service provided by Vietnam Railways. This is also published in our Terms of Use (https://www.baolau.com/en/legal/), which you read and accepted when you decided to book with us. We are sorry for the inconvenience caused by the suspension of the railway service on 30/10/2023. We hope that you understand that this decision was made by Vietnam Railways due to floods in Central Vietnam and we are not responsible for this situation. Best regards.