They answer at the zalo, stop on the way to the toilet and eat, and upon arrival the driver takes you to the city center. The seats are comfortable, recline, there is head support, you can sleep. There is a blanket. The interior lining is not the freshest, but it does not affect comfort. I recommend this driver :)

We travelled twice with Thien Van from Hanoi to Cao Bang and back to Hanoi. The driver arrived on time at each pickup point and delivered us to our drop off location. The seats we selected during booking were what we received. There was 1 stop on our trip for toilet and snack breaks.The driver was professional and the car was clean, and complimentary water provided.

I waited at the designated pick-up point & saw the assigned van for the trip. But it's another van from another company that came to pick me up. Driver showed me a msg with my name & trip particulars. No further surprise on the journey, van was comfortable with bottled water, blanket & neck pillow. Driver also dropped me at my hotel in Cao Bang.