Train ticket exchange and refund conditions are applied according to Vietnam Railways regulations. Passengers may request an exchange or refund before the train departs, subject to the applicable time limits and fees.
1. Ticket exchange rules
For individual passengers, a ticket exchange must normally be completed at least 24 hours before the scheduled train departure. In this case, the exchange fee is usually VND 20,000 per ticket.
If the passenger requests an exchange less than 24 hours before departure, the exchange may not be accepted. The passenger may need to request a refund instead, subject to the refund policy.
2. Ticket refund rules
For refunds requested from 4 hours to less than 24 hours before departure, the refund fee is usually 10 percent of the original ticket value. For refunds requested at least 24 hours before departure, the applicable fee may be lower depending on railway policy at that time.
Refunds requested too close to departure time, after the train has departed or after the ticket has been used may be refused, except in special cases handled by the railway enterprise.
3. Group tickets and special periods
Group tickets, promotional tickets, holiday tickets and tickets during peak travel periods may have separate exchange and refund conditions. Passengers should check the exact policy before payment.
4. Passenger notes
- Check the travel date, train number, route, passenger name and identity document before payment.
- Keep the e-ticket, payment confirmation and contact information for support.
- Contact the ticket office or ALLTOURS as soon as possible if you need to exchange or refund a ticket.
- Refund processing time may depend on the payment method and railway handling rules.