Baolau Arvostelua 102

Vastaus yritykseltä Baolau

Päivitetty 12. maalisk. 2026

Dear Jessica Michelle Lawson,

Kindly note that we are a ticketing agency and our responsibility is limited to issuing the tickets for the transport services that you find on our platform and you book on our own.

We are not a transport provider and we are not responsible for the performance of the transport service, including but not limited to the cancellation due to the weather conditions.

We are also not a travel agency and we are not responsible for guaranteeing your trip from origin to destination combining different means of transportation operated by different companies like trains and ferries, or providing alternatives to continue your journey when one of the intermediate transport services is suspended.

Our responsibility as a ticketing agency is to issue the tickets that you book on your own through our platform in cooperation with the Passenger Carriers that operate the transport services; and you, as a user, are responsible for your travel planning and your decision to book different means of transportation for the same day.

Our Terms of Use indicate by accessing our website and using our service you accept that we are not responsible for the use of the transport service by you, including but not limited to the impossibility to connect a transport service due to any delay or cancellation of the precedent transport service. Neither Baolau or any of the Passenger Carriers are obliged to guarantee the connection when you select a non-direct route.

You booked a train from Bangkok to Surat Thani on 24/11 and that service was cancelled by decision of the operator State Railway of Thailand, as you clearly mention due to bad weather. As a ticketing agency, we will fulfill our responsibility and refund you the ticket fare in full due to the impossibility to travel by train in accordance with the policy of the Passenger Carrier.

You also booked a ferry from Surat Thani to Koh Samui on 25/11 and that service was operated as normal and not affected by any weather conditions. The terms and conditions printed in the ferry ticket clearly state that "In case of no-show, the company reserves the right not to accept any change, cancellations, or refunds", so unfortunately we are not able to provide any refund in case you miss the ferry boarding because you were unable to travel from Bangkok to Surat Thani on time.

We sympathize with your situation but we recommend that, in cases were different means of transportation are combined, you consider the transit times and book at your own risk knowing that the cancellation of one of the segments can affect the subsequent legs of the trip.

Best regards.

Vastaus yritykseltä Baolau

27. lokak. 2025

Dear Baptiste Ischer,

Thank you for taking the time to share your feedback.

First of all, we would like to clarify that Baolau is a ticketing agency, not a transport provider.

The address of the departure point was clearly indicated on your ticket and confirmation email. Passengers are requested to go directly to the meeting point without support from Baolau staff.

In some cases, the transport provider may request from Baolau the contact details of the passenger to coordinate the pick-up. After checking with our partner Thuan Phat Limousine, they confirmed that they contacted you around 5 hours before departure via messaging and sent you photos of the meeting point and the vehicle that would pick you up, and you acknowledged this information.

Regarding your other concerns related to the transportation service:

- Please note that not all local drivers in Vietnam can speak English, which may cause communication difficulties.

- The seats you considered free were actually reserved for other passengers, which is why the driver asked you to move to your assigned seats.

- The transfer from limousine van to a smaller car was part of a through-service provided by the bus company to drop passengers directly at their hotels in Hoi An, instead of leaving everyone at a common drop-off point.

- When you wanted to take something from your luggage in the middle of the journey, the driver could not allow due to safety reasons, as the vehicle stopped on the roadside briefly only for the passenger and luggage transfer.

- Kindly note that depending on weather or traffic conditions, buses may arrive 30 minutes earlier or later than the scheduled time. This is stated in the conditions of the booking.

In this case, we understand that both Baolau and our partner Thuan Phat Limousine have fulfilled the service as described, with the goal of ensuring a smooth and complete transfer to your destination.

We are sorry to hear that the experience did not meet your expectations, and we truly appreciate your feedback, which helps us continue improving our service.

Best regards.

Vastaus yritykseltä Baolau

7. elok. 2025

Dear Peter William Crawford,

First of all, we apologize for not being able to secure your ticket reservation for Second class Berth on the train operated by State Railway of Thailand (SRT).

Kindly understand that we are simply a ticketing agency, not the railway operator, so our ability to secure tickets for certain fares is limited, especially in periods of high-demand.

When these situations arise, we always offer the customer an alternative to travel on the same day or the possibility to obtain a full refund.

The operator who handled your case misunderstood that you were not satisfied with the alternative proposed and she proceeded to cancel your reservation and process a refund. We sincerely apologize for this mistake, which was human and caused by a misinterpretation of the email communication.

As soon as we clarified your decision, the cancellation was reverted and we proceeded to issue the ticket to travel on the same train in Third-Class Seat, as you had initially requested.

Secondly, once the reservation was confirmed we proceeded to issue a refund for the fare difference to the original source of payment, which was PromptPay in your case. Unfortunately, the payment gateway rejected the refund operation.

Kindly note that we do not process payments or refunds by ourselves but we integrate an external payment gateway where customers can process payments by credit card, PromptPay or other payment methods. The payment gateway is responsible for processing the payment and the refund and only inform us of the result of the operation.

We reported your case to the payment gateway and they informed that the refund to your PromptPay account could not be processed due to technical reasons. This could happen sometimes as refunds to PromptPay accounts are not as straightforward as refunds to credit cards.

Since the refund to your PromptPay account could not be completed successfully, we requested your bank account details to expedite the refund via international bank transfer with no additional costs. This is a standard procedure we offer to all our customers in case that the refund could not be completed to the original source of payment.

We understand that you do not wish to provide your bank account details due to privacy concerns and we respect your decision, so we will continue requesting the payment gateway their assistance to process the refund to your PromptPay account.

In the meantime, we apologize for the confusion and the inconvenience caused.

Please rest assured that we take note of this case and we will adjust our internal procedures to be more careful when handling email communications and proposing alternatives to our customers to ensure their ultimate satisfaction

Best regards.