Julien B.
Tickets reservation
I booked train tickets through Vietnamtrain.com (operated by Vietsmile Travel JSC) for February 14, 2026 (Booking TR6306). My card was charged 174 USD (147.77 EUR). Shortly after payment, I received an email stating that the train was already SOLD OUT due to a system disruption showing incorrect availability and pricing. In other words, the service I paid for was never available. I was offered: – either a more expensive alternative train on another date, – or a partial refund, with 3.85% deducted as a “maintenance fee.” Since the cancellation was not initiated by me but caused by their own system error, I requested a full refund. After multiple emails and one week without response, I was finally informed that they would refund the amount minus the 3.85% fee, within 30–45 days. I find it disappointing that: – a confirmed booking turned out to be unavailable, – a fee is retained despite the service never being provided, – and the refund delay is up to 45 days. I am sharing this experience so that future travelers are aware of how such situations may be handled.