FAQ train
How can I pay for my ticket?
On Chapa Train express, you can pay by credit card. We will certainly accept all major Vietnam and International credit cards.
We will provide our banking details for you if you want to pay your tickets by transferring money.
We accept all payment methods through any banks on the worldwide which uses Western Union service. Then, we will send you our receipt details. Therefore please fill in your control number in order to finalize the receipt of payment.
How do I get my train tickets when I completed payment for my ticket?
The delivery just applied to Chapa Express Train (tourist trains)
After you pay for your tickets, you will receive your order via your email. This email confirm that we have received your ticket reservation request. Please provide us a fixed address (your hotel address in Ha Noi). We will deliver your ticket to your hand with free delivery service to all address in Ha Noi.
In case that you do not have a hotel address in Ha Noi, we will arrange to deliver the ticket to any place that is convenient for you. (We will meet you at the train station to give the tickets for you if you start at Hanoi station B (located at No 1 Tran Qui cap Street
Note: It’s the most convenient, Please send us your address (your hotel address in Ha Noi ) before your booking date 1 days. So, you can get the train on-time.
When I pay the train tickets on your website successfully but you confirm that my order is unavailable. So, How long can I be refunded of money?
When you purchase the train tickets on my website, almost you rarely book the unavailable tickets. But if you meet this case, we will refund 100% of the fare to you within 15 days. But We think that you should contact via email or phone number to check the tickets status before you want to book them!
What are the baggage regulations for train in Vietnam?
Carry-on Bags: The train cabins are allowed to carry baggages not to exceed the weight limitation of 20 kgs of adults and 10 kgs of children. This baggages must be wrapped neatly and reliably.
How do I buy tickets for my Children?
After you choose your route, you will must fill the number of adults and children (if any). Children prices of children's ticket follow these rules:
Under 5 years: free.
From 5 to under 9 years old (and shorter than 1.3m): 50% of adult price for the North - South routes and vice versa. But on Hanoi - Sapa routes and vice versa, the children will have to pay full price like adults.
Over 10 years old: 100% of adult price.
Note: Each Adult allow to take one children only!
I purchased your train tickets, but I can’t get the train at my booking date. What are the refund regulations for train in Vietnam?
Cancellation policies vary, depending upon the type of ticket booking, the time of year, and the reason for cancellation. Below are the rules for cancellation & refund after the tickets have been issued:
• 35% cost of ticket will be charged in case of cancellation or amendment after 15 days departure.
• 50% cost of ticket will be charged in case of cancellation or amendment from 2 – 14 days before departure.
• 100% cost of ticket will be charged in case of cancellation or amendment within 24 hours before departure.
• About the tourist train from Hanoi to Sapa and returning (Chapa express train)
We reserves the rights to cancel your booking with a prior notice. In such case, a full refund of 100% will be credited to your account.
In some case as storm, typhoon... you can't get on train on your departure time, but you cancel before your departure date 1 -2 days
- The train still runs as normally, you will have no refund.
- The train can't run, we will confirm by e-mail for you, but you have to ask your hotel receptionist to give us back your original send tickets ( because normally we have delivered your tickets to your hotel before your departure date days ) and refund 100% to your credit card within 15 days later. .
We are not responsible when train tickets lost if you provide address wrongly or the information is not correct.
Your information are protected and safe. We need your information because Many Hotels will not keep your tickets if They can not find your name on their system.
Incase we forget or lost our luggage on train, can we take them again ? how?
Incase you forget your luggage, we are really sorry that you can not take them back. Because train staffs change shilfs according 1 hours/time and amount of people get on and off train are too much, so they can not manage your luggage, also we are not responsibility for your luggage on train. Please keep your luggage with you carefully!!!
Can we take our motorbikes when travelling on train ? how much does it cost ?
Of course you can take your motorbike on train. The fee of them according to capacity of motorbike. Let’s give us detail your motorbike,
Can I take our pets on train?
We are really sorry that you can not take your pets on train to keep atmosphere clean and not affect other passengers.
How can I get tickets if I buy tickets of tourist train ?
if you book for tickets of tourist train, we will send your voucher of booking through e-mail before your departure date 15 days, you can print and reconfirm at train station before your departure time 1 hour. then the train staff ( that kind of tourist train )will guide you to get on train. that's policy of all tourist train company. After printing voucher, if you lose it to other people, then you can't get on train, and we can't do anything for you.
Note : the address to reconfirm your voucher will show in sending voucher.
If I lose my tickets of reunification train, How can I get on train ?
For reunification train, the ticket is original ticket, paper ticket. so we just print once time, and deliver to you. If you lose tickets, you have to buy new tickets for your trip. No refund for this situation.
But from Sep 1st, 2015, We send Ticket (like as E-ticket) to your hotel address or via email. When you lost train ticket, please call or email to us immediately. We will check and send ticket to you back. So, Please don't worry when you lost or destroyed.
For VIP cabin of tourist train, If i myself travel alone, Can I book for it ?
If you travel alone by tourist train,and want to use VIP cabin ( 2 soft berths), of course you can use VIP cabin, but please book for whole cabin. That's policy for VIP cabin of tourist train.
If I haven't received my tickets yet, How should I do?
We have 3 options for you to pick up train tickets:
1. In your hotel in Vietnam: If you have any hotel in Vietnam before your departure date, please fill your hotel address correctly, Phone number of Hotel, Reservation name and arrival date, Booking ID from hotel (if any). We need your hotel address 2 days latest. When you check train tickets in hotel without them in Reception, please call to us immediately via phone: +84 1236 861 863
2. In Station: We deliver 2 Stations only included: Ha Noi station and Lao Cai station. All booking delivered in Station have to confirm time and location via email or phone before. If you arrive station before appointments, please call to us immediately!
3. In some cases, We can send E-ticket to your email. You can print this ticket and check in train as normal tickets.