Baolau

Dear Luis, We are sorry to hear you are not satisfied with your experience traveling with Vietnam Railways. Kindly note that we are simply a ticketing agency and not the transport provider. The operator Vietnam Railways is responsible for the operation of the train, including the arrangement of coaches for the different passenger classes. Unfortunately, we do not have any control over the inventory or any capacity to predict how the operator will arrange the different types of coaches. Vietnam Railways allocates the coaches at their discretion according to their technical and functional requirements. We, as ticket agents, have access to the seat map on the reservation system with no information whatsoever about the facilities on board, the age or the condition of the coach, only the type of fare class and the number of seats / berths available. If you are not satisfied with the quality of the transportation service and you would like to file a complaint regarding the condition of your coach, we suggest that you address your complaint directly to Vietnam Railways at [email protected] for further assistance. We apologize for any inconvenience you have experienced and appreciate your understanding. Best regards.

Dear Chaz, 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 Rogier Hofsté, We received your booking request for the itinerary Luang Prabang to Vang Vieng departing on Tuesday, 24/09 the day before Monday, 23/09 at 21:55 (ICT). Since Laos-China Railway (LCR) closes the ticket sales everyday at 22:00 (ICT) we had actually no time to issue the tickets in the same day. We attempted to process your booking request the following day at 08:00 AM only to find out that the fare Hard seat on train K11 was sold out due to high demand on the same date as departure. Note that other passengers can still book tickets at the station even when the online booking is not available. We contacted you by email at 09:09 AM and offered an alternative to travel in the same day. The alternative incurred extra costs because the fare Hard seat was already sold out and we offered an upgrade to the available fare, Soft seat. You replied to us at 13:39 PM, more than 4 hours later, accepting the alternative. Unfortunately, 4 hours later the alternative was sold out too, so we had to offer another alternative. Unfortunately, by the time you accepted another alternative, the fare was also sold out too because the seat availability on the same day as departure is very limited and fares sell out really fast. We are sorry for the inconvenience, however, we recommend that next time you travel by train you book your tickets in advance, not the night before departure, in order to guarantee your trip. Secondly, we also recommend that you check your email more frequently and reply to our emails as soon as possible, so the alternatives we present to you can be secured on time before the fare quickly sells out. We would ask that you please do not hold us responsible for your poor travel planning. You had your accommodation already booked in advance but you decided to book your train tickets the night before. Kindly note that we are simply a ticketing agency and we cannot guarantee the seat availability in periods of high demand, such us the day before departure or the same date of departure. We recommend customers to book the tickets days in advance, as soon as the railway operator opens the ticket sale, to prevent any possible inconvenience that could arise when booking the tickets in the last minute. Thank you for your understanding. Best regards.