1. Scope of application
– Applicable for tickets of Inter Bus Lines booked directly at Inter Bus Lines Office, App & Website for booking Inter Bus Lines tickets, booking tickets through Inter Bus Lines Agents/Partners
– Tickets with confirmed seats on itineraries on Inter Bus Lines system
2. Involuntary ticket change/refund
Involuntary change/refund is the change/refund of tickets due to the impact of the Covid-19 epidemic in Vietnam, including:
The ride is canceled or changed for 24 hours or more.
Passengers are affected by the government’s blockade and travel restrictions.
Passengers cannot make the trip due to other force majeure reasons.
Depending on the time the bus is changed, the regulations on ticket change/refund are as follows:
2.1. Change ticket
Bus change due to force majeure from Inter Bus Lines from 24 hours or more or trip cancellation: Change one time free of charge (In special cases, it can be changed more according to agreement between the two parties ( Customers & Inter Bus Lines).
Other changes according to fare conditions.
For the number of customers / seats that do not meet the departure regulations, Inter Bus Lines will support customers to change tickets to our Partner bus companies with the commitment: Constant price & quality of seats, beds, cabins equivalent.
3. Voluntary change/refund of tickets
Voluntary change/refund is the change/refund of a ticket at the request of a customer.
3.1. Ticket change:
Customers must notify 48 hours in advance to apply the free ticket change policy
Conditional tickets are allowed to change: Can be changed 01 time for free (In special cases, you can change more than 1 time as agreed between the two parties)
The customer must pay the price difference and the tax/fee/surcharge, if any.
For customers with quarantine decisions of competent authorities/customers affected by the government’s travel blockade/restriction decision:
(Customers must present valid documents with dates and certified and red stamped by the competent authorities regarding the guest’s presence in the area and the time of isolation/restriction at the affected place). lockdown.)
The customer must pay the price difference and the tax/fee/surcharge, if any.
COMPENSATION / REFUND POLICY
Conditional tickets are refundable: free refund if the bus route is changed due to Inter Bus Lines fault; collect the refund fee according to the fare condition if the bus trip is changed due to government requirements or force majeure or epidemic reasons.
You can change your ticket for free to another date before March 31, 2022
If you want to postpone or cancel your ticket 48 hours before departure time, you will only be refunded 50% of the paid ticket value.
If the customer postpones or cancels after 24 hours before the departure time, any costs will not be refunded
If customers book tickets after 24 hours before departure time, they will not be postponed or canceled
Holidays, New Year: Postponement, cancellation before 72 hours will be charged 50% of the total value of tickets booked, after 72 hours will be charged 100%
In case you are being applied with a promotion program, the garage does not use the policy of delay or cancellation.
We are exempt from the obligation of non-refundable compensation in case of cancellation of the journey or prolonged delay for one of the following reasons:
a, Weather conditions affect traffic and vehicle safety.
b, Security risks affecting the safe operation of the vehicle.
c, The trip cannot be made or is delayed for a long time according to the decision of a competent state agency.
d, Due to the passenger’s medical problems (severe illness or death after boarding).
e, Vehicle scheduled to operate vandalized vehicle or vandalized fleet.
f, Due to armed conflict, political instability, strike affecting the bus.
g, In the case of traffic infrastructure, the vehicle operation assurance service does not guarantee the execution of the journey.
h, Technical problems occur during vehicle operation, from the time the driver signs to receive the vehicle ready for the trip until the end of the journey.
i, Passengers are arranged to travel to the planned destination by another bus with arrival time not exceeding 1 hour compared to the scheduled arrival time of the confirmed bus.
k, Passengers are arranged to the destination of the journey with arrival time no more than 24 hours from the estimated arrival time of the connecting bus in case the planned destination of the bus is the connecting point in the journey. passenger itinerary.
l, We prove one of the following cases:
• Notified by word, text, email to passengers about the cancellation of the trip, the delay of the trip lasting at least 24 hours before the scheduled departure time according to the address provided to us by the customer. ; in case of making a phone call, the call must be made within 7am to 10pm with a frequency of 02 calls, 20 minutes apart if the first call cannot be contacted;
• Passengers do not register contact information as prescribed;
• Passengers cannot be contacted according to registered contact information.
m, Passengers are not present at the Office or other pick-up locations as agreed with us.
n, Passenger voluntarily waives seat confirmation.
o, Other force majeure circumstances.
Compensation form:
With the desire to bring passengers a safe and wonderful experience with quality service, Inter Bus Lines applies a non-refundable advance compensation policy in case the trip is canceled / delayed due to an error. ours.
• Bank transfer or through other suitable payment intermediary services in case of passenger’s request
• Cash
Note:
For customers who book tickets through Agents / Partners (Agents / Partners / Booking Websites / Travel Agencies) of Inter Bus Lines:
We will refund the Agent/Partner according to the contract price the 2 parties (Inter Bus Lines & Agent/Partner) have agreed and signed with each other/customer/trip.
The Agent / Partner will be responsible for refunding the customer according to the payment agreed by both parties (Customer & Agent / Partner).
Inter Bus Lines is not responsible for direct refund to any customer who book tickets through 3rd party (Agent/Partner/Booking Website/Travel Company)
Location of compensation:
• At the official office of Inter Bus Lines or our representative office designated by us.
• Enter the account provided by the passenger.
Compensation period:
No more than 30 working days from the date the trip is canceled or delayed.