Baolau Arvostelua 102

Vastaus yritykseltä Baolau

11. kesäk. 2024

Dear Roman,

We are sorry to hear that you missed your train from Padang Besar.

Please note that during the reservation process, we display a disclaimer informing that you have selected a non-direct route with two different providers and therefore we cannot guarantee the connection.

"Connection not guaranteed.
You have selected a non-direct route. Scheduled services usually arrive on time, however please note that we are not responsible for any delay or cancellation of the transport services and neither us or the passenger carrier may guarantee your connection.

We recommend that you consider the transit time and book at your own risk."

Instead of reading the information in the disclaimer and considering that the transit time was too tight, you decided to ignore the risk and proceed with the reservation.

Most travellers would book the journey Hua Hin to Padang Besar (https://www.baolau.com/en/s/Hua-Hin/Padang-Besar/train) operated by SRT separately from the journey Padang Besar to Butterworth (https://www.baolau.com/en/s/Padang-Besar/Butterworth/train) operated by KTM, and select a later train, giving them plenty of time to cross the border, but ultimately you decided to choose the combined route with only 30 minutes transit in the border and rush through immigration.

Secondly, please note that the zig zag ticket from Hua Hin to Butterworth is actually the most optimal route since there is no direct train from Hua Hin in Thailand to Butterworth in Malaysia.

There is a direct train KTM Komuter from Padang Besar to Butterworth but this train is a commuter rail service and therefore it is not available for advance online booking. Unfortunately, we cannot sell tickets for this train. Instead, we list the combination Padang Besar - Parit Buntar - Butterworth with KTM ETS service, which supports advance online booking.

Travellers are welcome to travel from Padang Besar to Butterworth on KTM Komuter, but they should buy the tickets at the station, not through Baolau.

Finally, please note that the railway operator does not provide a refund if the passenger misses the train departure, therefore unfortunately we cannot provide a refund in your case.

We are sorry to disappoint you but you need to understand that Baolau is not a trip planner assistant or a travel agency. Baolau is a ticketing service and the users are ultimately responsible for arranging their trip and booking the right tickets.

Best regards.

Vastaus yritykseltä Baolau

Päivitetty 27. maalisk. 2024

This review should be for ktmtickets.com, not for baolau.com.

ktmtickets.com is a website set up by an individual not associated and not related to baolau.com

baolau.com is the website of Baolau, a legitimate online ticketing agency registered in Singapore, not a fake website.

Trustpilot is broken as it maliciously allows users to damage the reputation of legitimate businesses by directing complaints for websites set up by individuals and third parties not associated with such business.

Vastaus yritykseltä Baolau

31. lokak. 2023

Dear Nathan,

Please understand that we are simply a ticketing agency and we are not responsible for the operation of the transportation service.

Should the railway operator decide to cancel or suspend the service in advance, once we receive a notification we will inform the affected customers and provide a solution. Unfortunately, in this case Vietnam Railways decided to suspend your train due to floods in Central Vietnam but we didn't receive any notification so we could not inform you on time before departure.

According to our Terms of Use, in case of cancellation of the transport service by decision of the Passenger Carrier, the customer is entitled to receive the amount corresponding to the ticket fare. In this case, we will refund 100% of the ticket fare to your credit card.

Please note that the service fees cannot be refunded because the ticketing service was completed when Baolau confirmed your reservation, issued the tickets and delivered the electronic tickets to your email on 15/10/2023. The ticketing service provided by Baolau is independent from the transportation service provided by Vietnam Railways. This is also published in our Terms of Use (https://www.baolau.com/en/legal/), which you read and accepted when you decided to book with us.

We are sorry for the inconvenience caused by the suspension of the railway service on 30/10/2023. We hope that you understand that this decision was made by Vietnam Railways due to floods in Central Vietnam and we are not responsible for this situation.

Best regards.

Vastaus yritykseltä Baolau

31. lokak. 2023

Dear Carole,

Please understand that we are simply a ticketing agency and we are not responsible for the operation of the transportation service.

Should the bus company decide to cancel the service and inform us, our responsibility is to notify the affected customers and provide a solution. In this case, we contacted you as soon as we received notice from the bus company and offered the alternative to travel on the bus operated later that day or the next day.

Note that the alternatives were provided by the bus company depending on their operation. We understand that these alternatives may not be suitable to your travel plans but unfortunately we do not control the transportation service.

We take note of your dissatisfaction with the bus company and will forward your review to the representative of the Passenger Carrier for their consideration.

Best regards.

Vastaus yritykseltä Baolau

31. lokak. 2023

Dear Patrick,

We are sorry to hear that you missed your bus from Ha Tien to Ho Chi Minh.

In our confirmation email we clearly indicate that "Passengers are required to arrive at the point of departure at least 30 minutes before the scheduled departure time. Note that some bus companies will organize the transfer of passengers from the point of departure to the bus terminal by shuttle bus, therefore customers must show up in advance or risk missing the bus. Any case of lateness is out of our responsibility.".

In the case of trips operated by Futa Bus, this information is also printed in the electronic ticket that we deliver to your email and can be used for boarding the bus.

We firmly deny any claim that no one informed you that the bus could leave 30 minutes early as this information is indicated both in the confirmation email and the electronic ticket you received when your booking was confirmed.

Best regards.