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VeXeRe.com – A platform that connects users and bus operators. Passenger information will be transferred to the bus operator right after the customer has successfully booked a ticket. Book tickets through the VeXeRe.com system, customers can be assured that all information is transferred to the bus operator fully and accurately, and 100% commitment to having tickets for customers (if there is no ticket, it will be refunded money).

GENERAL QUESTION

VeXeRe guarantees a 150% refund if we cannot provide transport services for your booking on VeXeRe

Definition of the cases of unprovided transport services, for tickets booked on VeXeRe platform:

– A customer paid for the tickets but the Bus Operators cannot provide the service – VeXeRe and the Bus Operator have to find another bus. If the departure time of the replacement tickets are earlier or later than 18 hours, that would be considered provided transport service. After 18 hours than the departure time of the customer’s ticket, it is considered unprovided transport service.

– Customers paid for the tickets but the driver did not pick them up, and VeXeRe and Operator could not find another bus to assist customers.

– The Bus Operator cancels the trip due to operating reasons, and VeXeRe could not find another suitable vehicle for customers to travel.

The 150% refund policy will apply to customers who have paid for tickets at VeXeRe’s online channels. This policy is not yet applied to customers who pay at the bus operator’s office or pay onboard.

The 150% refund policy is applied for the amount that the guest actually paid when booking (after promotions); The refund includes a 100% refund of the amount paid by the customer and a 50% discount voucher for the next use. The normal validity of the voucher will be 2 months. In some special cases, VeXeRe may change the expiry date.

The following cases are not considered cases of unprovided transport services:

– The bus operator does not support hard copy tickets or VAT invoices.

– VeXeRe and Bus Operator found another bus for customers but the original seat/bed was changed.

– VeXeRe and Bus Operator found another bus but there was the change in time/bus type/bus operator’s brand.

– Some incidents that customers have to pay an extra charge.

– The Bus Operator is canceled due to force majeure events such as earthquakes, tsunamis, landslides, floods, thunderstorms, epidemics, war, strikes, etc.

VeXeRe will not refund 150% of the fare in these cases. However, we will have other support policies suitable for each unexpected problem of customers.

VeXeRe does not support a refund of 150% of the payment value for the following cases:

– The customer gave incorrect information about the trip or incorrect personal information while booking.

– The driver could not contact the customers, hence unable to pick them up.

– Customers showed up at the bus station or the pick-up point later than the expected time announced by VeXeRe.

– Customers violated the policies of the bus operator leading to the refusal of service.

Benefits for customers booking tickets at VeXeRe.com

VeXeRe has the largest online inventory of bus companies and routes in Vietnam. Therefore, VeXeRe’s benefits for customers are as follows:

– Customers can choose their preferred bus operators, journeys, seat numbers

– Customers can book bus tickets online, call our Call Center or buy tickets with ticket agents of VeXeRe

– Customers can use our ticket delivery service and other advantages of VeXeRe

– Customers can choose, compare prices, and quality of 2000+ bus companies

– Customers can create reviews of the quality of bus operators, drivers, or staff
If VeXeRe also brings you other benefits, please feedback to us via email lienhe@vexere.com.

Is VeXeRe’s listed ticket price more expensive than the ticket prices of the bus operators?

No. We guarantee that our ticket prices are the same as the actual ticket prices of the bus companies. Our ticket prices will be cheaper on special occasions when we collaborate with bus companies or our partners to provide sales promotions.

RELATED TO YOUR JOURNEY

Which documents do I have to show to bus companies to board?

– SMS or E-mail with information on tickets (most bus companies accept this form);

– A few bus operators may not accept E-tickets. The details of these bus operators will be presented during your booking with VeXeRe.com. Please print out your email confirmation and bring it along with you;

– Identity cards (or other identification documents such as passports, driving licenses, etc.)

How to get bus operators’ paper tickets?

You can get the paper ticket at the office or bus operator’s ticket counter at the bus station.

If I lost the payment/reserved successful confirmation via SMS/email, what should I do?

You can contact to VeXeRe’s Online Booking Support Team at hotline 1900 8888 43 for assistance in resending payment/reserving successful confirmation via SMS/email.

If I lost my paper ticket, what should I do?

You have to print another paper ticket. Please contact to VeXeRe at hotline 1900 8888 43 for further support.

I don’t receive my confirmation, what should I do?

In case you do not receive a text message (SMS) confirming payment/booking information from the call center after 30 minutes from the time of booking. Please check your email (the email address you entered when booking your ticket). If you need further assistance, you can directly call the hotline at 1900 8888 43 for answers.

I put in the wrong telephone number or email while booking tickets online. What should I do?

Please contact us at the hotline at 1900 8888 43 or via email lienhe@vexere.com to update your correct phone number.

I have paid and received an SMS & email, when will the operator call me?

Depending on the process of each garage, you may or may not receive a trip confirmation call from the bus operator:

– In case the pick-up point is at the bus station office, please arrive 30 minutes before weekdays or 60 minutes for the holidays/New Year period at the office/ticket counter/bus station and present ticket information via SMS or email for instructions to check-in.

– In case of pick-up at home or pick-up along the way, the driver/bus operator’s staff will contact you in advance to inform you about the pick-up, but the contact time depends on the process of each operator. You need to keep the phone with you and make sure the phone is in a contactable state to receive calls from the bus operator staff. You can also proactively call the garage in advance according to the information in the payment/booking confirmation email for more information or for support.

– In case you have a transfer registration, please prepare 60 minutes in advance, keep the phone with you and make sure the phone is always in a contactable state. The driver will contact you to inform you about the transfer, but the contact time depends on the process of each bus operator. You can also proactively call the operator in advance according to the information on the payment/booking confirmation email for more information or for support.

ABOUT DEPOSIT TICKET

What is a deposit ticket?

A deposit ticket is a ticket that you will book and pay when the garage does not have an official price, but you want to reserve your seat to ensure with the bus operator that you want to reserve your seats.

What is the surcharge?

Is the amount that you need to pay for the tickets you have deposited before or the amount you need to pay when you have additional services (child tickets, bulky goods, pick up and drop off depending on the regulations of the bus operator).

How can I pay the deposit?

You can pay the deposit for tickets in the forms such as payment via domestic cards, international cards, bank transfer, payment via e-wallet application

How can I pay the surcharge?

You can pay the surcharge for the ticket in forms such as payment via domestic card, international card, bank transfer, payment via e-wallet application, or payment at the garage (depending on the policy of the bus operator).

Can I pay a deposit less than the amount shown?

The deposit amount is determined by the bus operator and will be announced when you book your ticket on VeXeRe.com and its affiliate systems. So you will not be able to pay an amount other than this number.

What if I do not pay my deposit?

When you make a reservation, the payment appointment time will be notified by the system. After this time, the deposit will be canceled if you have not paid the price.

When do I have to pay the surcharge?

When the bus operator announces the official price, VeXeRe will notify you of information including the price, the surcharge amount, and the deadline you have to pay via email or phone number.

What if I do not pay the surcharge?

The booking ticket and the deposit paid previously will be canceled, refunds may or may not be available depending on the bus operator’s policy. So make sure to carefully read the cancellation policy of each bus operator when booking.

If the official price is lower than the deposit price, can I get my change back?

We will refund the difference if the official price is lower than the amount you paid for the deposit.

How can I get my change back?

We will refund in ways you used to pay before such as a domestic or international card, your MoMo wallet, ZaloPay wallet, or bank transfer, refund form will depend on your previous form of payment.

How long can I get my change back?

Depending on the bank where you open the account, you will receive your money in 2 to 14 business days, some banks may up to 30 days such as Agribank or Vietcombank.

Why do I have to pay the surcharge before the date of departure?

Depending on the policy of each bus operator when making a deposit, you need to pay in advance or not. Usually, most bus operators require customers who have paid a deposit in advance to pay the surcharge a few days before departure. This comes from the need to travel on peak days before/during and after the holidays/New Year, which is usually very crowded, the number of passengers coming to the office/bus station to check in/buy tickets is very high, so your payment in full helps to reduce the overload of bus operator/ticket office staff and helps customers spend less time checking in.

I don’t appreciate the garage I paid the deposit anymore, can I cancel my ticket and get my change back?

The cancellation of tickets is still possible, but the cancellation policy of each bus operator is different, so the amount of refund for you will depend on the policy of each bus operator and there may be cases of non-refundable. You should carefully read the cancellation policies before booking tickets as well as consider consulting the quality rating of each bus operator before deciding to book a payment ticket.

Can I pay the surcharge before departure/before boarding?

Some bus operators only have official prices close to the departure time, so you can still pay the surcharge at the counter or bus station to the staff on the day of departure, but this is subject to separate policies of each bus operator.

Can I cancel my ticket and get a refund after paying the deposit?

Cancellation of tickets is still possible, but the refund policy of each bus operator is different, so the amount of refund (if any) for you will depend on the policy of each operator.

Can I cancel my ticket and get a refund after paying the surcharge?

Cancellation of tickets is still possible, but the refund policy of each bus operator is different, so the amount of refund (if any) for you will depend on the policy of each operator.

How many deposit tickets can I book at most?

The maximum number of tickets per booking on VeXeRe system is 6 tickets/time, this also depends on the number of available seats on the bus you choose. If you need to book more tickets at once, you can contact the call center for support.

Can I book tickets for someone else?

You can book tickets for other people as long as the passenger information is provided completely and clearly.

Can I exchange tickets for someone else?

You can change the name and phone number of the person going, please contact VeXeRe for support.

May I know how far the official fare will increase?

The bus operators do not have an official price and do not have a roadmap to increase ticket prices, so unfortunately VeXeRe cannot provide information about the price range that tickets will increase to you.

Can I transfer my ticket to another date?

The transfer of tickets on peak days during the holidays is usually equivalent to the cancellation policy displayed when you book the ticket, and this policy will be different for each bus operator. However, some bus operators may have an easier ticket transfer policy, so you can contact the operator’s customer service or VeXeRe for assistance.

Can I transfer my ticket to another bus operator?

Transferring the ticket to another bus company is equivalent to canceling the ticket of the current bus operator and buying a new one. Therefore, whether this is doable and how much you need to pay extra is based on the cancellation policy of the new bus operator.

I want to be picked up

The pick-up and drop-off policy for each stage will be decided by the bus operator and the information will be displayed when you book your ticket.

I want to be dropped off

The pick-up and drop-off policy for each stage will be decided by the bus operator and the information will be displayed when you book your ticket.

If the surcharge for the deposit ticket is too high, can I cancel the deposit ticket?

Cancellation of tickets is still possible, but the refund policy of each bus operator is different, so whether you can get a refund and the amount of the refund (if any) will depend on the policy of each bus operator. You should carefully read the cancellation policies before booking as well as consider consulting the fare of previous years or of other bus operators running the same route before booking.

Will there be any other costs after I pay the collection for the deposit ticket?

VeXeRe tries to work with bus operator partners to only surcharge 1 time after the bus operator offers the official price for customer convenience when paying. If you are required to pay extra, please call VeXeRe call center immediately for timely support.

When is the official price?

Usually, the bus operator will try to give the official price about 1 week before the departure date. However, depending on the operator’s performance, the official price may be later. VeXeRe always tries to notify customers of the fastest official price as soon as it receives information from the bus operator.

Can my reserved ticket be changed to the time or seat on the bus?

Deposit tickets for the peak holiday/Tet, in addition to the payment will be different from the normal day ticket, the remaining issues will remain unchanged. You must make sure to carefully read the bus operator’s policies as well as VeXeRe’s commitments and policies before deciding to book a ticket.

RELATED TO ONLINE BOOKING

Why does VeXeRe website only show the number of seats/beds when booking tickets, but not the exact seat I want?

Some bus operators have not yet supported customers to choose a seat on the bus, but the bus operator’s staff will flexibly arrange seats when customers get on the bus. So in this case when booking online you only choose the number of tickets you need to book. You will then receive a payment/reservation confirmation for the total number of tickets and no seats for each ticket.

Why do some buses only see the phone number but cannot book tickets directly on the website?

Some bus operators/routes do not yet support online ticket booking, but only support ticket booking via the call center, in this case, you can click on the “Phone” box to see the phone number and call to book tickets directly.

How do I get a value-added invoice (VAT)?

VeXeRe is a ticket-booking platform for many bus companies nationwide. VeXeRe is not a transport service provider, therefore, we cannot issue invoices for tax purposes in Vietnam. You need to contact the bus operator where you bought the ticket for assistance with this issue.

ABOUT PAYMENT

Payment methods at VeXeRe.com

– Visa Credit Card/Mastercard/JCB Card.

– Cash payment at convenience stores and supermarkets near your home (Green Department, Green Electronics, Mobile World, VinMart, Circle K, Family Mart, etc.).– Payment by bank transfer.

– Internet banking.

– E-wallet: Momo, ZaloPay, VNPay, ShopeePay.

– Collect money at VeXeRe ticketing agents.

– Call the switchboard for assistance in collecting ticket charges (Floor 8,9, Circo Building, 222 Dien Bien Phu, District 3, Ho Chi Minh City, Vietnam or 101 Lang Ha Building, Dong Da District, Hanoi).

I do not have a Credit Card/Bank account. Can I still book tickets through VeXeRe?

You can book tickets online and choose other payment methods without using a bank card as follows:

– Select “MoMo Wallet”: At the payment step, the screen will show a QR code image, you use the MoMo wallet application on your phone to scan the payment code. You can contact MoMo – at 1900 545441 for more information on how to use the MoMo app to pay online.

– Select “ZaloPay Wallet”: The ticketing screen shows a QR code image, you use the ZaloPay application on your phone to scan the payment code. You can contact ZaloPay – at 1900 545436 for more information on how to use the ZaloPay app to pay online.

– Select the form “Pay for the driver” (for bus operator manufacturers that allow this form).

– Select “Convenience store near home”, and the system will display the system of stores and supermarkets that you have to pay directly in cash.

– Select “Bank Transfer”, and you will receive VeXeRe’s bank account information, from there you can go to the bank and deposit cash at the counter to VeXeRe’s bank account (this method can be a fee depending on the policy of each bank).

What do I have to do to be able to pay for the fare?

Please visit the link https://vexere.com/vi-VN/huong-dan-thanh-toan-tren-website.html or call 1900 8888 43 for support.

TICKET CANCELLATION POLICY

Cancellation policy for tickets booked through VeXeRe

The cancellation policy depends on the time of booking your ticket. At different times, the bus operator may have different cancellation policies depending on the bus operator’s regulations.

If you book tickets online via the VeXeRe app, MoMo, Zalopay, or via the VeXeRe.com website, the cancellation policy is displayed in the cancellation fee policy section, this information is also provided and emailed after you have successfully booked your ticket.

When booking tickets through VeXeRe’s call center, you can ask the operator immediately when booking (normally the operator will not notify the cancellation fee before the customer asks). If you need to refer to the policy again, please contact us. Contact customer service at 1900 8888 43 or email lienhe@vexere.com for assistance.

How can I cancel my online booking?

You can access the successful payment confirmation email, select the “Cancel Ticket” button; or visit the VeXeRe.com website in “Ticket management”; or the VeXeRe app under “My ticket > Upcoming” to proceed with ticket cancellation.

Particularly for tickets booked from the ZaloPay e-wallet app, please open the ZaloPay app, select manage booking, and proceed to cancel the ticket.

For tickets booked from VeXeRe’s partner agents, please contact the agent directly for assistance with ticket cancellation.

You can also contact customer service at 1900 8888 43 or email lienhe@vexere.com for assistance with canceling tickets.

REFUND POLICY

I can’t get on the bus. Can I get a refund or not?

VeXeRe is committed to refunding the ticket if you cannot make the trip due to the fault of the bus operators or VeXeRe. In case you are late/unable to board the bus due to other reasons, VeXeRe will try to handle it but does not guarantee you will get a refund.

I have a flight after a bus ride. However, the travel time of the previous bus trip was longer than expected, so it affected my flight. In this case, will VeXeRe or the bus operators compensate me?

VeXeRe will assist in communicating with the bus operator about the delay of the trip and the claim from the passenger. However, because the travel time of the bus is only an estimated time, the operator may or may not have a compensation plan. In any case, VeXeRe regrets not being able to assist with compensation for expenses incurred in connection with your flight.

After canceling my ticket, how can I get my money back?

The method of receiving your refund depends on the method you have previously selected for payment:

– Normally, with the form of payment via an international/domestic card, you will receive a refund to the card that you have paid before. The time to receive the refund depends on the payment partner of VeXeRe and the bank you open the card, it can be up to 45 days.

– With e-wallet payments, you will receive a refund to your wallet (depending on the policy of each e-wallet partner).

– With the form of payment by bank transfer or payment at supermarkets/convenience stores, VeXeRe will refund you via bank transfer.

– For the tickets you have paid at the bus operator’s office, please contact the bus office/ticket counter for assistance in canceling your ticket and getting your money back.

Can I get a cash refund?

If you have previously paid cash at the garage office, you can contact the bus operator to cancel the ticket and receive a cash refund from the operator.

If you have previously paid through VeXeRe with a form of payment such as a wire transfer, or payment at convenience stores, you can contact the VeXeRe call center to inform them about receiving a cash refund for support. After that, please move to VeXeRe’s office during office hours at the address:

North: P1202, 101 Lang Ha Building, Dong Da District, Hanoi.

South: Circo Building, 222 Dien Bien Phu, Vo Thi Sau Ward, District 3, Ho Chi Minh City.

PICK-UP/TRANSFER

How do I get a bus to pick me up on the road?

You can select the pick-up point from the list of available pick-up points when booking. In case you want to pick up the bus at a location outside the list, please enter your request in the notes section when booking, VeXeRe will check and contact you to notify you when the pick-up point is not valid.

When will the bus pick me up?

Pick-up time information is posted specifically in the booking information section and sent by email or SMS after you have successfully booked your ticket. This pick-up time information is the estimated time, depending on the traffic density on the road, the weather, and the route chosen by the bus operator (and other objective factors), the car may arrive earlier/later than the scheduled time.

How do I contact the operator/driver?

The bus operator information including office phone number/ticket counter and driver number (if any) will be sent to your booking confirmation/payment email successfully after you book your ticket. In case you do not receive this information attached to your email, please contact 1900 8888 43 or email lienhe@vexere.com when you need to provide more information.

I want to register for a shuttle bus to pick up/drop off at the place

For trips that support transfers, when booking at the pick-up point, in the transfer section, please select your correct area (if any) and enter the full address you need the car to pick up/drop off.

In case your area is not found in the list, you can choose the closest point from the available locations when booking online.

For some buses that do not yet support transfer, VeXeRe web/app will not display the list of transfer points. In this case, you can choose a more suitable bus or go to the fixed pick-up/drop-off points of the bus operator. You can also contact VeXeRe via the hotline at 1900 98888 43 or email lienhe@vexere.com for support.

PROBLEMS FEEDBACK

How to evaluate points for the bus operator?

After completing the trip, VeXeRe will send a survey to the email address you entered when booking to get a survey on the service quality of the bus operator. You can rate the bus operator by clicking the link in the email and leaving a comment.

How to report problems to VeXeRe?

To report a problem, please contact the hotline at 1900 9696 81, press 3, or send an email to lienhe@vexere.com. When contacting via email, please include ticket information, and ticket registration phone number. and a description of the problem you encountered.

Please respond to the problem as soon as possible so that VeXeRe can assist you quickly and best, you should respond within 7 days of the problem because if it’s later, the information about the trip may be not saved by the bus operators.

Who will solve the problems for the customer?

VeXeRe has a department to solve your problems and complaints. This department will coordinate with the operator of the bus manufacturer to support you.

Through what channels can I contact VeXeRe?

You can contact VeXeRe via mailbox lienhe@vexere.com, Facebook (https://www.facebook.com/Vexere), or hotline 1900 969681.

What if I have a problem outside of VeXeRe working hours?

Please send a complaint letter to the mailbox lienhe@vexere.com, VeXeRe’s staff will check and handle it within the next working hour.

How do I cancel the wrong ticket?

Please contact VeXeRe immediately via hotline 1900 8888 43 during working hours (7 AM – 10 PM every day) or send an email to the mailbox lienhe@vexere.com for timely support.

What if I booked the wrong ticket?

Please contact VeXeRe immediately via hotline 1900 8888 43 during working hours (7 AM – 10 PM every day) or send an email to the mailbox lienhe@vexere.com for timely support.

ACCUMULATE POINTS PROGRAM ON THE VEXERE APP

How can I participate?

You only need to register and verify your account to become a member of VeXeRe. You can then start booking tickets to accumulate points.

What membership classes are there?

There are 4 classes: Membership – Silver – Gold – Platinum. For each tier, you will enjoy different incentives. The tiers are calculated as follows:

– Member: 0 – 149 points.

– Silver: 150 – 449 points.

– Gold: 450 – 1349 points.

– Platinum: 1350 points.

How to accumulate points?

To accumulate points for each trip, you need to log in to your account first, then make a booking on the latest VeXeRe app. After successful booking, you will receive accumulated points corresponding to your membership classes. With ticket transactions without an account login, we cannot earn points for your transaction.

How to use accumulated points?

You can use your accumulated points to get a discount code for your next booking. Or exchange vouchers for shopping, travel, … of other partners in the “Offers” section of the VeXeRe application

What is the pending score?

After completing the payment, you will receive a certain number of points. These are “pending points” and cannot be immediately redeemed.

“Pending Points” will become usable points 5 days after you complete your trip. After this time, you can redeem your points for offers on VeXeRe.

Do accumulated points have an expiration date?

Your accumulated points will be valid for a year. During this time you can freely use your reward points to redeem all VeXeRe offers, as well as partner offers.

Can membership classes be reduced?

Your membership classes will decrease if your account doesn’t make any transactions within 1 year.

OTHER QUESTIONS

Can I give/re-sell my purchased tickets?

You can give/resell your purchased tickets for most of the trips and bus operators. You just need to contact VeXeRe to change the information including the full name, and rider’s phone number so the operator/VeXeRe can be contacted as needed.

Some bus operators or routes do not accept requests to change information on tickets, you can contact VeXeRe’s call center for detailed support.

Can I stay on the bus until the morning after taking the night bus?

Usually, the running schedule of the bus operator is quite thick, the bus will come and turn right away or have to check for maintenance, so it is not guaranteed to stay on the bus to wait until morning. You need to contact the driver or bus operator staff when riding for assistance with this information.

Can I send my motorbike with me while riding?

Depending on the policy of the bus operator, you can send your motorbike with you when you ride. To register for a motorbike, when booking, please notify the operator in advance (if calling the call center) or make a note in the “Notes” box (in the step of entering information) when booking online. VeXeRe will support notifying the operator or asking them in advance about the issue and fees (if any) and contact you when there is information to notify.

VEXERE’S COMMITMENT TO CUSTOMERS

– All information that customers provide during the booking process will be absolutely confidential and will not be transferred to any other third party unless required to be provided when required by law enforcement.

– VeXeRe will take action when detecting or receiving feedback from customers when buying tickets and there is a conflict with the bus operators. VeXeRe will actively support and protect the legitimate rights and interests of customers.

– The customer’s fare will be collected according to the route tariff provided by the bus operator.

– In the event that any problems arise during the use of the service such as the bus operator canceling the trip, the operator having no customer information, etc. VeXeRe will try to assist customers in finding an alternative service depending on their requirements. available options. In case there is no alternative service, VeXeRe is committed to having a satisfactory reimbursement policy, which will be adjusted on a case-by-case basis.

 

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