Baolau Opiniões 103

Resposta da Baolau

23/11/2024

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.

Resposta da Baolau

Actualizada a 25/09/2024

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.

Resposta da Baolau

20/08/2024

Dear Io Tu,

In normal circumstances, we would receive the payment instantly and we would able to issue the train tickets with the exact seat numbers that the customer selected immediately.

However, in your case, you chose to pay with PromptPay QR and the payment was not received instantly.

We received your email at 16:13 informing us that you had completed the payment via PromptPay QR at 15:58 and provided us the payment slip issued by Krungthai Bank. We checked with our payment gateway and the payment had not been received yet, so your booking was put on hold.

The payment was received just a few minutes later. Unfortunately, by that time, the seats 10 and 13 that you had selected during the reservation were already taken, so we re-assigned the passengers to the seats 59 and 63 (the last seats next to each other that were available in the train) in order to guarantee your trip from Surat Thani to Pran Buri tomorrow, Wednesday, 21 August 2024 at 18:25 in SP44 train.

We have absolutely no gain or interest from changing the seats selected by the customer. We only do it when it is necessary because the seats selected are no longer available.

In normal circumstances, we would consult the change with the customer. However, being the last seats on the train, we considered that by the time we would receive your response the seats would already be taken and the train would be sold out, so ultimately we took action in your best interest.

We care about our customers and we try our best to satisfy their booking requirements but when the seats selected are not available, we will prioritize that the customer can at least travel on the same date at the same time in the same train. Otherwise, the customer would see their travel plans disrupted by traveling on a different date or a different time.

Please understand that we are simply a ticketing agency and we do not have control over the seat inventory or the capacity to hold the seats indefinitely until the payment is received. Usually, we can expect that the payment is received instantly and we proceed with the ticket issuing immediately, but that was not your case as the payment via PromtPay Pay QR took some minutes to be processed.

We recommend that you use credit card for your next payment, since payments via PromptPay QR may not be received instantly (depend on the intermediate banks, which is out of our control) and therefore are not suitable for booking tickets in periods of high demand, such as the date before travel, when the seat availability may change quickly.

Again, we are sorry for the inconvenience caused and we hope that next time we can serve you better.

Best regards.