Ticket Refund and Cancellation Policy

1. Passenger Information Requirement

  • When purchasing a ticket, passengers are required to provide the following information: full name, year of birth, address or nationality, and either a phone number or an email address.

2. Check-in Time and Boarding Policy

  • Passengers must arrive at the departure point at least 20 minutes prior to the scheduled departure time. If a passenger arrives late without prior notice via telephone, the ticket will be considered void and non-refundable.
  • If the passenger notifies the company in advance via telephone, the ticket may be transferred to the next available trip or rescheduled to another date, subject to seat availability. The passenger must pay any fare difference and applicable rebooking fee, if any. Such cases will only be handled on the same day as the service date stated on the ticket.

3. Ticket Modification Policy

For any changes in travel date, time, or route, passengers must contact the ticket office at +84 988 009 579 or the authorized agent that issued the ticket, and must notify at least one (01) hour prior to the departure time stated on the ticket.

  • Each ticket may be changed once free of charge, provided that the change is made at least one (01) hour before departure.

  • Changes made within one (01) hour before departure are subject to a 50% rebooking fee of the ticket price.

  • Changes to travel date or time from the second amendment onward are subject to a 50% fee per change.

4. Ticket Refund Policy

  • Prior to departure, passengers requesting a refund will be charged a 60% cancellation fee of the ticket price.

  • After the scheduled departure time, tickets are no longer valid or refundable.

  • For group bookings of 20 passengers or more, cancellations must be made at least one (01) day in advance.

  • If the passenger wishes to change the name on a purchased ticket, please contact the ticket office prior to boarding for assistance.

5. Promotional Tickets

  • Promotional fares do not apply on public holidays, Tet (Lunar New Year), or weekends.

  • Promotional tickets cannot be modified, refunded, or reissued for changes in passenger name, travel date, or time.

  • Tickets are valid only for the passenger whose name appears on the ticket (a valid ID card or passport must be presented at boarding).

  • Promotional tickets are invalid after the scheduled departure time.

6. Circumstances Eligible for 100% Ticket Refund

A full (100%) refund will be granted only under the following circumstances:

  • Government suspension of public transportation or social distancing mandates due to an epidemic or disease prevention measures.
  • Natural disasters, fires, or technical incidents that cannot be remedied.
  • Suspension of operations due to policy changes or prohibitions issued by competent authorities of the Socialist Republic of Vietnam.
  • Other exceptional cases deemed legitimate and approved by an authorized company representative.