FAQ

Here are some of our most frequently asked questions, which we hope you will find helpful when planning your journey and using our bus service – If you have any further questions, please contact us.

1 - Before Your Journey

How do I book a ticket?

The easiest way is to book your trip directly with our website. Your ticket is then simply sent to you, and you can show it on your cell phone when you board. Furthermore, you can be sure that you will the receive best rates, just like when booking on web page. This also means you always get the best price. There are also always exclusive promotions on our site. You simply receive your booking confirmation via email (please also look in your spam folder).

You can also book your trips on the phone by contacting our customer service line (+84916781245).

Problems with booking online – what should I do?

If you are experiencing problems with booking online, the problems are most likely due to your internet browser. You have the following options to solve the problem:

Use a different browser.
Empty your cache and delete your cookies and then restart your browser and try again.
Update your browser. We use very high security standards and our sites are optimized for new versions of browsers. you can find the latest versions of each browsers with the following links: Firefox / Internet Explorer / Google Chrome

You have not received a confirmation email? Please check if the confirmation email has been sent to your spam folder.

If you have still not managed to find a solution to your problem, then please call +84916781245*. We are always happy to help you.

Here are some of our most frequently asked questions, which we hope you will find helpful when planning your journey and using our bus service – If you have any further questions, please contact us.

Can I change, rebook or cancel my booking myself?

Yes, you can change your booking vis email or call us at +84916781245 up to 2 days before your departure:

Changing your telephone number: Free of charge. You will then receive a new booking confirmation with a new booking number.

Changing the passenger’s name: Free of charge, with the following exception: If the trip at the time of cancelation is more expensive than the price of the trip when originally booked, you will be charged the difference. You will then receive a new booking confirmation with a new booking number.

Canceling & new booking: 

If you would like to change a trip, then please do the following:

  • Check whether your desired new trip is available.
  • Cancel your previous booking and you will receive a voucher that you can use on your new booking.
  • Book your new trip and use the voucher that you have been issued. You will then receive a new booking confirmation and a new booking number. If the price of the new booking is more than the value of the voucher, you will have to pay the difference.

Please note that a cancellation fee will be applied per passenger and trip for every cancellation.
This fee will be shown to you during the cancellation process.

What if I accidentally made a mistake while booking?
If you notice that you made a mistake while booking, you can immediately change your ticket for up to 3 days after booking without having to pay cancellation fees or cancel. Already booked trips are exempt from this rule.

Can I book a ticket for another person?

Yes, that is not a problem. But please note that the booking confirmation and ticket are always sent to the email address provided while booking. Please make sure that the other person for whom you are booking gets the ticket from you.

Important information on the trip will be sent to the phone number provided. Therefore, please enter the phone number of the passenger while booking.

It is also important that you enter the correct passenger name.

Can I reserve a seat?

You will always be guaranteed a seat on board our buses. However, you cannot reserve a seat in advance. If you would like a particular seat for your journey, we recommend that you arrive at your bus stop no later than 15 minutes before your departure time. If your desired seat is occupied by another passenger then you could ask the passenger if they would be willing to switch seats. Our passengers with impaired mobility or with young children are naturally given priority in the selection of seats.

Bus travel for severely disabled people – what should I consider?

You can find information about transportation options for passengers with disabilities and limited mobility here. In order to verify that we can offer you transportation, we request that all passengers who must travel in a wheelchair contact us 2 weeks at the earliest and no later than 7 days at the latest before booking. The notification period is reduced to 36 hours before departure for anyone else who is able to switch to a regular passenger seat, despite their disability or limited mobility.

Can I still travel the entire network despite my limited mobility?

We generally transport everyone – regardless of their disability or limited mobility. However, not all requirements have currently been met to be able to transport everyone at every time and on every line. On one hand, this depends on the structural circumstances of the buses we use. On the other hand, the infrastructural requirements are not barrier-free for each stop. FlixBus only has a few barrier-free buses at this time and they are used flexibly on several different lines. The stops are under the responsibility of the respective stop operator.
If you have limited mobility and are able to board and disembark the bus independently or with the help of an escort, then we are already able to transport you on all of our lines.
If you rely on a wheelchair but you can stand up and climb into the bus on your own, you can also travel with us on all lines.
If you also rely on your wheelchair in the bus, we can currently only offer you transportation after careful, previous inspection of your wheelchair and on certain routes for operational reasons.

How and when can I book my trip? 

If you are bound to wheelchair, please contact our customer service 2 weeks at the earliest and no later that 7 days before your trip (+84916781245*) so that we can verify our ability to offer you transportation. If all necessary requirements have been satisfied, our customer service will book you and your escort over the phone, Monday through Friday, from 9 a.m. to 6 p.m.
If you are able, despite your limitation, to take a regular passenger seat, you can book your ticket yourself and do not need to worry about the notification restriction. You must contact us 36 hours before departure if you need to put mobility assistance devices, wheelchairs or orthopedic aids in the luggage compartment or have an escort or guide dog.

What costs exist for my escort or companion dog?

If you have proven you need constant accompaniment, your escort as well as your companion dog will travel for free. Your companion dog will also be booked a seat.
Upon departure, your escort will travel for free if you prove that you need constant accompaniment. To do so, when leaving, provide the corresponding document that demonstrates the necessity of constant accompaniment, for example

The same applies for your companion dog. You will also need proof that your dog has completed a recognized training program for a companion or guide dog.

 

 

How and where can I receive assistance?

In order to make your trip as pleasant as possible, we recommend that you travel with an escort who can provide you with the necessary assistance as needed. Please contact us promptly so that we can go through the details of your trip with you. To do so, you are required to tell us of your needs (boarding and disembarking assistance, information on limited mobility, etc.) no later than 36 hours before the planned departure.

Group trips – What options are there?

We offer two options to provide you and your group with affordable transportation:

If you want flexible options and to travel as you wish, you can charter your own bus with driver at buslinevietnam.com. Anything goes here – pickup at your doorstep, direct transportation to your destination, use of the bus at your destination upon request. You can book instantly with the immediate price display and enjoy a comfortable trip for you and your group. And, should you change your minds, you can cancel the trip for free up to 14 days before departure.

We also offer a discounted group price for our regular service for groups of 3 to 40 people. You can book this directly under “Booking” when it is available. However, you must book at least one day in advance. If the special price is lower than the group rate, you will see the special price, meaning you always have the option of booking the cheapest price.

If you would like to go somewhere not covered by our regular service, you have the option of chartering a bus. You are guaranteed complete flexibility and comfort while you travel sustainably.

Can I charter my own bus?

Yes, you can. Take a look at current offerings via email. You will see the price right away, making it quick and easy to book. Our bus chartering service guarantees you complete flexibility and comfort while you travel sustainably.

2 - On The Bus

Do I need a ticket to get onto the bus?

To board a bus, you need a printed or electronic copy (either a .pdf file or a QR code) of your booking confirmation. The easiest way is to simply present your ticket directly your booking number. Please note that, for travel into another country, Laos, Cambodia, China, will need to have all of the necessary documents and identification to cross the border with you.

You will receive the booking confirmation at the end of the booking process in printable form as well as per email (please look in your spam folder). If a ticket is bought from the bus driver, the receipt also serves as the ticket/booking confirmation.

How many items of baggage can I take on board?

You may take one carry-on and one travel baggage item with you on your trip. Please label your baggage with your name and address.

Carry-on luggage is one piece of luggage that does not exceed the measurements of 42 x 30 x 18cm and a maximum weight of 7kg, all valuables should be carried as hand luggage.
Travel baggage is limited to 1 baggage item with maximum dimensions of 80 x 50 x 30 cm (31.5 x 19.7 x 11.9 in). Small deviations from this are allowed if the total size of the travel baggage item, in terms of height, width and length, does not exceed 160 cm (63 in). You may take with you a maximum of 20 kg (44.1 lbs) for your free travel baggage per person.
Additional baggage: It is not to exceed the dimensions of the travel baggage and may not weight more than 20 kg (33.1 lbs). This additional baggage costs €2 and must either be reported to and confirmed with Customer Service via telephone during booking (if possible for the trip) or after booking but no later than 48 hours before the bus departs: +84916781245*. Generally speaking, we cannot guarantee the ability to transport more than one travel baggage item.

Special baggage: You must pay a fee of 5 USD for a piece of baggage larger than your travel baggage. This baggage item may not exceed total dimensions (height in cm + width in cm + depth in cm) of 240 cm (94.5 in) nor a weight of 30 kg (66.1 lbs). Furthermore, the special baggage item must either be reported to Customer Service via telephone during booking (if possible for the trip) or after booking but no later than 48 hours before the bus departs: +84916781245*. A general right for each passenger to take special baggage on board does not exist. Examples of special baggage are biking equipment and musical instruments (transportation in a protective case is recommended). Special rules apply with the transportation of bicycles and orthopedic aids. Some items are excluded from transportation

Can I take my bicycle with me?

In many of our buses you are able to bring bicycles of a standard size and without superstructures (max. weight of 25kg) on board. These can be added to your trip during the booking process for an extra fee of 5 USD per item. You will select the number of bicycles that you would like to take on board at the same time of booking as you select the amount of passengers.

Carriage is on bicycle carriers. In special cases, carriage is only possible in suitable bags in the luggage compartment (e.g., folding bike). In that case, you must call customer service in advance to register the bicycle (see regulations for special luggage).

In order to check the possibility of taking an e-bike with you, please contact our customer service at +84916781245*.

Can my bicycle travel without me?

No, that is not possible. Just as any other luggage, we will only transport bicycles when you, or the passenger to whom the luggage or bicycle belongs, are with said items.

Can I take my musical instrument on board?

Musical instruments that do not exceed the hand luggage weight and dimensions (42 x 30 x 18 cm, max. 7kg) can be taken on board free of charge in your passenger compartment instead of a regular hand luggage. However, you store either your hand luggage or your musical instrument in the passenger compartments.
Musical instruments that are larger than the hand luggage measurements (42 x 30 x 18 cm, max. 7kg) are considered as bulky baggage and must be transported in the trunk of the bus in the appropriate transportation case. We recommend a hard case to avoid any damage. In this case each item will be an additional cost of 5 USD to your booking, which must be registered no earlier than 48 hours before your departure time over the telephone with our customer service team: +84916781245*.
Musical instruments and their cases that are larger than 135 x 48 x 35 cm are excluded from transportation (e.g. double basses.)

Can I take my pet on board?

For safety reasons we do not allow any pets or animals on board our buses with the exception of guidance and assistance dogs who are accompanying a disabled passengers, upon presentation of the appropriate certificates. Guidance and assistance dogs are transported free of charge and must be registered at least 36 hours before your departure via our service hotline: +84916781245*.

I may be slightly late. Will the bus wait for me?

Our buses travel on scheduled routes and are therefore tied to a timetable. Therefore it is unfortunately not possible for the bus driver to wait for passengers that are late. Therefore we ask that you give yourself plenty of time and arrive at your bus stop at least 15 minutes before your departure time.

How will I be notified of delays for my booking?

Generally speaking, we will always give you the departure and arrival times in the corresponding local time of the the respective stop.

If there is a delay for your trip, you will see this with a small note near the trip duration given in the overview of available connections.

So always orient yourself to the local time in order to travel comfortably and to arrive at your stop!

My bus is late. What do I do?

You will be informed of delays via text or push message to your phone number from the booking. You can view delays under “current route info” in the Service section on our website or in in the ticket view of your app.

If FlixBus informs you of a delay, you can be certain that you will not miss the bus, provided that you are at your stop 15 minutes before the new departure time.

If you booked a connection, that is a transfer, we will inform you via text or push message whether you will reach your connecting bus. If this is not the case, our service team will automatically rebook you and inform you about this via text as well.

If your bus is delayed, causing you to miss another trip using another mode of transportation which was not booked with us, we are of course very sorry about this. We are sorry that your travel plans have gotten mixed up. But please note that we cannot grant any compensation for bookings for other means of transportation which were not made with us as a connection. With our Vietnam-wide route network, we are working very hard on offering you your favorite routes  – just take a look and see if you can’t find everything here.

Can I board the bus later or get off earlier?

Unfortunately it is not possible to board or leave the bus at a different location than the one that you have booked. This also applies to different bus stops in the same city. You can, of course, change the location or destination of your bus trip on our website, in order to board or leave the bus at your desired bus stop. Therefore it is not permitted to board or exit the bus at these stops and the connections are not available for booking. We kindly ask for your understanding.

How are the buses equipped? Are there toilets, drinks, snacks, plug sockets, internet?

Each of our buses are equipped with air conditioning, an on board toilet, reading lamps and comfortable seats. Moreover, there are also refreshments, free Wi-Fi and also on some of our buses you will find plug sockets and a media center with films and music on demand.

Please note: Our Wi-Fi is undertaking a trial period. Therefore, it may happen that you are temporarily without our Wi-Fi service during your bus trip, as you are in an area that is not accessible via wireless coverage or that it is not possible for all our passengers to use the Wi-Fi simultaneously. In rare cases our free Wi-Fi and on board plug sockets may not be available, e.g.

Are there any breaks, such as smoking breaks?

On some of our journeys there are scheduled breaks that comply with the driving and rest periods of each trip. Principally, our aim is to take you to your destination as efficiently as possible, so we do not offer extra breaks. Our on board toilet and low cost snack list mean that even on our longer routes it is not necessary to make additional stops.

Smoking on board our buses is not permitted, electronic cigarettes are also forbidden. However, you can exit the bus at the scheduled stops for a “cigarette break.“ Please inform your bus driver before you leave the bus and do not go too far away from the bus during the breaks/stops as the bus driver could leave without you! Just ask the bus driver how long the bus will wait at the bus stop.

What about safety on the bus?

On long distance buses, similar to passenger cars, there are seatbelts. Every seat is fitted with a seatbelt and must be fastened for the duration of your journey.

Baggage, additional baggage, and bulky baggage will be transported in the baggage compartment of the bus. Your bus driver will ensure efficient and safe loading of the baggage. You should stow your hand luggage safely in the compartments above the seats.

Your safety is our first priority. All of our vehicles and electronic equipment on board our buses are tested and regularly serviced. All of our drivers are specialized in passenger transportation and receive regular training. Our drivers must, without exception, strictly comply with the legally required rest periods and driving times. Therefore it may be the case that two drivers on our board for our longer journeys or there are scheduled breaks. If there are delays in the travel schedule unplanned interim breaks may be required, in exceptional cases. We thank you for your understanding.

Can I eat and drink on the bus?

We would like you to feel comfortable on your trip, so you may eat and drink as you please on our green buses. A few tips for the sake of those traveling with you:

  • Avoid strong-smelling foods for the sake of the common well-being.
  • Leave your seat like you would like to find it: no crumbs, food leftovers or trash. You will find waste bins for your packaging waste on the bus.
  • Excessive drinking of alcohol or inappropriate behavior resulting from such may result in you being barred from travel.

3 - After Your Journey

I need to collect someone, so where can I see if a bus is on time?

You can find out about delays with arrivals from the driver on board. Here you just need to select the relevant stop or destination and check the time of arrival.

I would like to provide you with feedback on my trip ; how can I do this?

Generally, at the end of your trip we will send you a questionnaire by e-mail. Your feedback is very important to us, so please do complete the questionnaire.

You did not receive a questionnaire after your last trip? The reason for this could be that your last trip with us took place very recently. To avoid inundating you with too many e-mails, we send the questionnaire to our frequent travelers every two weeks, rather than for every single journey.

I have left something on the bus. What should I do?

If you have lost or found something on board one of our buses, simply call our customer service team on: +84916781245 or email us at: booking@buslinevietnam.com*.