Baolau

Dear Peter William Crawford, First of all, we apologize for not being able to secure your ticket reservation for Second class Berth 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. When these situations arise, we always offer the customer an alternative to travel on the same day or the possibility to obtain a full refund. The operator who handled your case misunderstood that you were not satisfied with the alternative proposed and she proceeded to cancel your reservation and process a refund. We sincerely apologize for this mistake, which was human and caused by a misinterpretation of the email communication. As soon as we clarified your decision, the cancellation was reverted and we proceeded to issue the ticket to travel on the same train in Third-Class Seat, as you had initially requested. Secondly, once the reservation was confirmed we proceeded to issue a refund for the fare difference to the original source of payment, which was PromptPay in your case. Unfortunately, the payment gateway rejected the refund operation. Kindly note that we do not process payments or refunds by ourselves but we integrate an external payment gateway where customers can process payments by credit card, PromptPay or other payment methods. The payment gateway is responsible for processing the payment and the refund and only inform us of the result of the operation. We reported your case to the payment gateway and they informed that the refund to your PromptPay account could not be processed due to technical reasons. This could happen sometimes as refunds to PromptPay accounts are not as straightforward as refunds to credit cards. Since the refund to your PromptPay account could not be completed successfully, we requested your bank account details to expedite the refund via international bank transfer with no additional costs. This is a standard procedure we offer to all our customers in case that the refund could not be completed to the original source of payment. We understand that you do not wish to provide your bank account details due to privacy concerns and we respect your decision, so we will continue requesting the payment gateway their assistance to process the refund to your PromptPay account. In the meantime, we apologize for the confusion and the inconvenience caused. Please rest assured that we take note of this case and we will adjust our internal procedures to be more careful when handling email communications and proposing alternatives to our customers to ensure their ultimate satisfaction Best regards.

Dear Lamp Man, There is only 1 booking in our system pending for processing since Friday, March 28 and the itinerary is Tokyo to Kyoto on Tuesday, April 1. We received your booking request on 28/03 at 23:53 (JST), which included seats for Oversized Baggage Area. We proceeded to book the tickets on the following morning, however our team found that all the seats with Oversized Baggage Area on the train NOZOMI 75 departing on Tuesday, April 1 were sold out, so we sent you an email on the morning of 29/03 and suggested alternatives to travel on other trains departing on the same date. We have not received any reply from you, so we have sent follow-up emails respectively on the morning of 30/03 and 31/03. We'd kindly ask that you take a look at your inbox and reply to the emails sent by our team so we can confirm the alternative option for your trip and secure your tickets. If you cannot find any emails from our team in your inbox, please inspect the SPAM folder and ensure that our domain '@baolau.com' is added to the Safe Sender List. Your cooperation is appreciated to ensure that your booking request is processed successfully. Thank you very much.

Dear Barbara, Thank you for bringing this to our attention. We have checked our system and found two incomplete bookings under your name, where the payment was not successful. Please note that we do not collect the credit card information by ourselves but we redirect you to an external payment gateway where the customer must input the card details. The payment gateway will approve or decline the payment transaction and inform us of the result of the operation. We do not process the payment or have access to your credit card information so we cannot make unauthorized charges. To assist you further, we would need you to provide us with evidence of the suspicious transaction flagged by your bank to confirm if it was a charge from our payment gateway or a charge from another merchant. This will help us escalate the case and request a refund to your credit card if the payment was actually successful. We have sent you an email regarding this matter and requested your cooperation. Please check your inbox and reply at your earliest convenience so we can support you promptly. Thank you very much.

Dear Mohamad Farhan, We identified your case and once again we would like to clarify the chain of events, as we explained by email. On October 5, 2024 we received your email requesting to change your tickets valid to travel on 31 January 2025 to 30 January 2025. Per your request, we provided you access to manage your tickets directly with State Railway of Thailand and instructed you how to process the change. - Instead of changing the reservation, you cancelled the tickets for 31 January 2025 directly with State Railway of Railway (without informing us). - Subsequently, you made a new reservation and booked new tickets for 30 January 2025 (without informing us). - After that, you requested a cancellation for your reservation with Baolau (without informing us that the tickets valid to travel on 31 January 2025 had been already cancelled). We replied the next day, October 6, 2024 and again on October 22, 2024 as we did not receive any reply from your side. In the two emails, we requested your confirmation to cancel the tickets valid to travel on 30 January 2025. You replied to us "Yes, please cancel", so we proceeded to cancel the tickets on SRT system under your name. At that time, we did not know that you had cancelled the tickets valid to travel on 31 January 2025 and booked new ones to travel on 30 January 2025, so we assumed that you had changed the tickets (as instructed) and now you wanted to cancel these tickets. We acknowledge that the ticketing operator that handled your case failed to crosscheck the booking ID, only checked the passenger name, however your cooperation explaining your course of actions would have prevented this situation, since you requested a cancellation for tickets that you had already cancelled by yourself directly with State Railway of Thailand. We apologize for the inconvenience caused and inform you that we have adjusted our internal procedure to be more careful when processing tickets cancellations to prevent any mistakes in the future. Best regards.