Baolau Avaliações 103

Resposta de Baolau

15 de abr. de 2025

Dear Marie Rolland,

We received your booking request on Thursday, 10/04 at 18:34 (ICT).

The bus provider marked the booking as Unavailable at 18:43 (ICT). Our team contacted you at 19:28 (ICT) to offer an alternative journey by train, since all the options to travel by bus on the selected date were sold out. You replied our email at 20:02 (ICT) and responded that you would not accept the alternative to travel by train and you would request a refund.

Your booking was marked as Unavailable on Thursday, 10/04 at 20:02 (ICT) and we forwarded your case to our Finance Department for processing the refund. Unfortunately, our team could not process the refund on Friday but it was processed the next working day, Monday, 14/04 at 09:09 (ICT).

We are sorry for the delay in the refund and we take note of your feedback to improve our operations.

Best regards.

Resposta de Baolau

31 de mar. de 2025

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.

Resposta de Baolau

19 de mar. de 2025

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.

Resposta de Baolau

26 de fev. de 2025

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.

Resposta de Baolau

8 de fev. de 2025

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 support1@dsvn.vn for further assistance.

We apologize for any inconvenience you have experienced and appreciate your understanding.

Best regards.