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).
POPULAR QUESTION
Refund
How long does it take to get a refund from canceling the ticket?
The refund processing time depends on your card-issuing bank, the e-wallet’s processing procedure, and the payment source used when paying via e-wallet. Typically, the refund period ranges from 1 to 14 days, as detailed below:
- E-wallets (MoMo, ZaloPay, ShopeePay): 1-3 business days
- Bank transfer: 2-7 business days
- Debit/Credit card: 7-14 business days
If you do not receive your refund within the specified timeframe, please contact our hotline at 1900 6484 or email [email protected] for further assistance.
After canceling the ticket, how can I get my refund?
The refund method depends on the payment method you selected earlier:
- For payments made via international/domestic cards, the refund will be credited back to the card used for the initial payment. The refund processing time depends on Vexere’s payment partner and your bank, and it may take up to 45 days.
- For payments made via e-wallets, the refund will be credited back to the wallet (depending on the policies of each e-wallet provider).
- For payments made via bank transfer or at supermarkets/convenience stores, Vexere will process the refund via bank transfer.
- For bus tickets paid directly at the bus operator, please contact the operator’s office/ticket counter for assistance with cancellation and refund.
How do I get a refund after canceling a ticket?
You will receive a refund after canceling the ticket through the original payment method.
Can I receive my refund in cash?
If you previously made a cash payment at the bus company’s office, you can contact the bus company directly to cancel the ticket and receive the refund in cash.
If you previously paid through Vexere via methods such as bank transfers or payments at convenience stores, you can contact Vexere’s hotline to request a cash refund. Afterward, please visit Vexere’s office during business hours at the following addresses:
- Northern Region: 101 Lang Ha Building, Dong Da District, Hanoi.
- Southern Region: H3 Circo Hoang Dieu Building, 384 Hoang Dieu, Ward 6, District 4, Ho Chi Minh City, Vietnam.
- Working hours: 10:00 AM – 05:00 PM Monday to Friday.
How can I receive the excess payment refund?
The excess payment will be refunded through the usual methods, such as crediting back to the domestic or international card you used for the original payment, MoMo wallet, ZaloPay wallet, or bank transfer. The refund method will depend on the payment method you used earlier.
How long will it take for me to receive the excess payment refund?
Depending on the bank where you opened your card/account, the refund time typically takes between 2 to 14 days. Some banks, such as Agribank or Vietcombank, may have a processing time of up to 30 days.
Payment
What should I do if I do not receive a ticket confirmation email after successful payment?
Please contact the hotline 1900 6484 for assistance:
- If it is still within the ticket issuance period, Vexere will process the payment and send a confirmation of successful ticket issuance via email.
- If the ticket issuance period has expired, Vexere will assist you in rebooking another ticket using the transferred amount or refund to your account for you to rebook another ticket (the time to receive the refund depends on the payment method you used).
What should I do if I do not receive a ticket confirmation email after successful payment via my card (credit card/debit card)?
If you have made a payment using your card and the amount has been deducted, but you have not received your ticket, please follow these steps:
- Check your email – Please check your inbox, spam, or promotions folder to ensure you haven’t missed the booking confirmation email.
- Verify the transaction status – Sometimes, transactions may still be processing. You can check your booking history on the Vexere website or app.
- Contact customer support – If you still haven’t received your ticket after 30 minutes, please contact our hotline at 1900 6484 or email [email protected] with the following details:
- Booking reference (if available)
- A screenshot of the transaction receipt or bank statement showing the deducted amount
- Your flight details
We will check and assist you as soon as possible. If the transaction was unsuccessful, the amount will be refunded according to your card-issuing bank’s policy.
I bought a ticket on Vexere’s application, and my bank account was charged several times for the same reservation code. What should I do?
If you were charged multiple times for your payment, please follow these steps for assistance:
- Check your transaction history – verify the deducted amounts on your bank statement or transaction notifications from your bank.
- Check your booking confirmation email – See if multiple booking references were created. If there are multiple booking references, your tickets may have been successfully issued for each payment.
- Contact customer support – If you were charged multiple times but only received one booking reference, please contact our hotline at 1900 6484 or email [email protected] with the following details:
- Booking reference (if available)
- A screenshot of the transaction receipts or bank statement showing the duplicate charges
- Your flight details
We will verify the issue and assist with a refund for any duplicate transactions according to Vexere and your card-issuing bank’s policy.
My card is still active but the payment failed, what should I do?
In case you add a card but the payment fails, please check the following information:
- Check if the card information is entered correctly?
- Check if the card is locked?
- Check the daily transaction limit and card limit.
If you have checked the above information but the payment still fails, please get in touch with the bank directly for checking. During that time, you can make transactions through other payment gateways, such as Bank transfers, payments via e-wallets, etc.
Regulations of Airlines
Traveling while pregnant
Pregnant women under 32 weeks are accepted for transportation like regular passengers on all airlines (It is necessary to prepare a document or book confirming the gestational week issued by a district-level clinic/hospital, valid within 07 days from the departure date).
Pregnant women from 32 to 36 weeks are only accepted for transportation by Bamboo Airways and Vietnam Airlines, along with the condition of relevant health documentation.
Pregnant women over 36 weeks or women expected to give birth within 7 days or women within 7 days postpartum are all refused transportation by the airlines for the safety and health of the passengers.
Can I bring my pet on board?
To obtain detailed information, passengers can visit the official website of the airline to get specific updates on the regulations and conditions of each airline:
Vietnam Airlines: allows bringing dogs and cats into the passenger cabin and checked baggage. With conditions and accompanying documents.
Dear customers, please refer to more detailed information here.
Bamboo Airways: allows dogs and cats in the passenger cabin and cargo hold. With conditions and accompanying documents.
Please refer to more detailed information here.
Vietjet Air: allows dogs and cats in the passenger cabin. See details here.
Pacific Airlines and Vietravel Airlines: do not accept the transportation of pets in both the passenger cabin and cargo hold.
What is liquid policy?
Types of liquids that can be brought into the passenger cabin include shampoo, shower gel, perfume, facial cleanser, toothpaste,… These liquids must be contained in small bottles under 100ml and a maximum of 1 liter of liquid per passenger is allowed.
Railway Policy
Traveling by train while pregnant
Currently, Vietnam Railways does not have specific regulations for pregnant women traveling by train, so there are no prohibitions against pregnant women traveling by train at any stage, as long as they feel their health is stable. Pregnant women traveling by train should pay attention to the following issues:
- Check-up to know the health status of both the mother and the baby.
- Consider buying first-class sleeper train tickets to avoid climbing.
- Limit travel on long-distance trains, or trains with travel times exceeding 2 days on board.
- Arrive at the station at least 30 minutes before the departure time to avoid missing the train and having to rush to catch it.
- Do not stand in the joints between the carriages.
- Be cautious when using the restroom on the train as the facilities are not completely clean and may pose a safety risk for pregnant women.
- Wear a medical mask when entering and exiting the station during times of disease outbreak advisories.
- It is advisable to have a relative accompany you in case of any issues arising.
Regulations for the Child Train Ticket
Regulations for the child train ticket:
- Under 10 years old: must be accompanied by an adult
- Under 6 years old: exempt from ticket fees but must sit on the same seat as their parents
In the case that you have more than one child under 6 years old, the second child and beyond must purchase a children’s ticket. If you would like the child to have an own seat, please buy a new one.
Train Ticket Offers: Deals & Coupons
Adults (from 11 years old to 59 years old): One adult can accompany a maximum of one child under 6 years old (free ticket), and buy a new ticket for the second child,
Children (from exactly 11 to 14 years old) who have not yet obtained an ID and booked a ticket, the ticket will be in the adult category, so the date of birth should be entered in place of the identification document.
Children (from exactly 6 years to 10 years old), applicable to both Vietnamese citizens and international travelers): 25% off for sleeping berths, 50% off for seats for children’s tickets from 6 to 10 years old.
Children under 6 years old: are exempt from the ticket fee but must share a seat with an adult. If you want children to have their own seat/bed, you need to purchase a new ticket,
Elderly people (aged 60 and above, applicable only to Vietnamese citizens): 15% discount on ticket prices.
Currently, it only applies to Vietnamese citizens, and elderly passengers with international citizenship are subject to the adult fare.
Students (applicable when presenting a student ID when traveling by train): 10% discount on the ticket price.
Union members (applicable when presenting the membership card while traveling by train): 5% discount on the ticket price.
Please note: Enter their ID number, DO NOT enter the number on the union member card.
Pet transportation regulations
When traveling by train, passengers are allowed to bring pets such as: dogs, cats, birds, and fish. It is required to maintain hygiene and not disturb those around them.
Baggage regulations
Please note the luggage information:
- Weight: Over 20kg must be checked in; under 20kg can be carried on and self-managed.
- Dimensions: maximum length 0.8m; maximum width 0.5m; maximum volume 0.16 cubic meters, and customers will be exempt from transportation fees.
If the dimensions and weight exceed the above limits, you will be required to check in the luggage at the station for a fee as per regulations.
BUS
Book and manage bus bookings
Benefit of booking on Vexere
- Vexere provides complete information about all bus operators operating on the same route (including schedules, routes, fares, available beds/seats, operator promotions, bus images, operator policies, and customer reviews), making it easy for you to choose the bus operator that suits you best at the best price.
- Book bus tickets quickly and conveniently with just a few simple steps on the Vexere website/app.
- Enjoy numerous promotions from Vexere and Bus Operators (Flash Sales with discounts up to 50%, New Customer Offers, Round-Trip Booking Offers, Early Booking Offers, Last-Minute Deals), and online payment promotions from partner Banks/E-wallets.
- Passengers can proactively choose their favorite seats and will have their bookings confirmed by the bus operator immediately after successful booking and payment.
Vexere has many other features to help customers book tickets as easily and quickly as possible:
- GPS bus location tracking: Allows you to know the route, license plate number, driver’s phone number, and travel itinerary of the bus you have booked. You can proactively manage your travel time to the pick-up point, easily find the bus, and contact the driver when needed. Details: https://vexere.com/vi-VN/bai-viet/gioi-thieu-tinh-nang-gps.
- Quick selection of quality bus operators: Helps you filter out the best-rated bus operators based on criteria: Comfort & Amenities, Service Quality, Safety, Complete & Accurate Information, Employee Attitude. Details: https://vexere.com/vi-VN/bai-viet/chon-xe-chat-luong
- Search for buses based on requirements: “Helps you filter out suitable bus operators based on Departure Time, Bus Operator Name, Pick-up Point, Drop-off Point, Bus Type, Fare, Bed/Seat Type, Bed/Seat Location or popular criteria such as Instant Booking Confirmation, No Prepayment Required, Trip with connecting pick-up/drop-off, Trip with discounts & promotions, High-quality limousine bus, Trip with pre-selected seats, Show bus location. Or you can also sort bus operators in order based on criteria such as Earliest Departure Time, Latest Departure Time, Highest Rating, Price Increasing, Price Decreasing. Details: https://vexere.com/vi-VN/bai-viet/tim-xe-dua-tren-cac-tieu-chi-pho-bien
- Select the nearest pick-up point: You can choose the pick-up points closest to you to board the bus without having to travel to the bus station/bus operator’s office. This helps you shorten travel time and distance, and avoid problems such as traffic jams that may cause you to miss your bus. Details: https://vexere.com/vi-VN/bai-viet/chon-diem-don-gan-nhat
What is the maximum number of seats/beds I can book?
The maximum number of seats (seats or beds) you can book at once on the Vexere system is 8 seats per booking. This depends on the availability of seats on the bus you choose. If you need to book more tickets in one go, you can divide them into multiple bookings.
For large orders, including booking an entire vehicle or renting a vehicle, please contact the booking hotline at 1900 888684 or the vehicle rental hotline at 1900 545541 for assistance with large orders.
How to book a seat on bus?
To book a ticket through the Vexere app, please follow these steps:
- Go to the “Bus” section.
- Select your departure and destination locations
- Choose your travel date
- Enter the number of passengers
- Select a suitable bus trip
- Fill in passenger information.
- Proceed with payment
- After successful payment, you will receive a confirmation email about your booking.
Alternatively, if you use the Vexere website (Vexere.com), the steps are similar to those on the app.
If you need additional assistance during the booking process, please contact the customer support hotline at 1900 888843.
How can I apply for taking my motorbike with me?
Vexere currently does not accept motorcycle bookings when you make an online reservation. To register a motorcycle for transport, please call Vexere’s customer service at 1900 888684. Vexere will inquire with the bus company about the possibility of sending a motorcycle and any associated fees (if applicable), and will assist you in reserving a seat with the motorcycle included.
How can I cancel my ticket?
We understand that sometimes plans change! You can cancel your ticket using one of these methods:
The easiest way is often online: Check your Vexere app or the email confirmation you received after booking. There should be a cancellation link you can use.
View Ticket Details:
Click on the booking to view its details.
Navigate to Ticket Management:
Scroll down to the “Ticket Management” section.
Initiate Cancellation:
In the “Ticket Management” section, click on “Cancel Booking.”
Confirm Cancellation and Review Refund Amount:
A confirmation screen will appear, showing the trip details and the potential refund amount (if any).
Verify that this is the correct booking you wish to cancel.
Carefully review the refund amount.
Click “Continue”:
If you’re sure you want to cancel, click the “Continue” button.
Select a Reason for Cancellation:
You will be prompted to select a reason for canceling your ticket from a list of options.
Confirm Cancellation:
Click the “Cancel Ticket” button and confirm that you wish to proceed with the cancellation.
Receive Confirmation:
After successfully canceling your ticket, you should receive a cancellation confirmation email from Vexere. This email will contain details of the cancellation, including any refunds due
You can also contact the bus operator directly: Their contact details should be on your ticket or on the Vexere website. If you’re having trouble, our customer support team is here to help! Just call our hotline, and we’ll guide you through the process.
Can I take my motorbike with me on the bus?
Depending on the policies of the bus company, you may be able to send a motorcycle along with your trip. Generally, bus companies accept motorcycles for transport. However, motorcycles that are too large may not fit in the cargo compartment and may be refused for transport. If the cargo compartment is full, the bus company may arrange to transport your motorcycle on a later trip.
Can I change the passenger information?
Depending on the conditions of each bus company and promotional campaigns (if any), you may edit/change the traveler’s information. Please contact Vexere’s customer service department for support.
However, please note that editing/changing the traveler’s information may require additional payment for the difference at the time of change or an information change fee. In some cases, this will affect the insurance contract purchased with the booking and will invalidate this insurance contract.
How can I claim my VAT invoice?
Vexere is a booking platform for numerous bus operators nationwide. Typically, Vexere is not a direct provider of transportation services, and therefore, we are unable to issue invoices for tax declaration purposes in Vietnam. In most cases, you will need to contact the bus operator directly from whom you purchased your ticket for assistance with this matter.
However, for the bus operators Nam Cường Limousine, Hạ Long Limousine, 36 Limo, and Sapa Express, Vexere is authorized to issue VAT invoices to customers. In this instance, please contact Vexere’s customer support team for detailed instructions.
In order for Vexere to issue a VAT invoice, please provide the following information to our customer service representative:
- Company Name
- Tax Code
- Registered Business Address
- Email Address for Invoice Recipient
When can I request a VAT invoice?
Vexere is authorized by certain bus operators to issue VAT invoices to customers. To ensure Vexere can process your VAT invoice request when booking with these authorized bus operators, please submit your request before the 4th of the month following the month of your ticket purchase. This deadline applies to all days of the week, including weekdays, weekends, and holidays.
For example, if you purchased your ticket in May, you must submit your invoice request before June 4th.
I still haven’t received the booking confirmation in my message and email yet after paying for it, what can I do?
If you do not receive the payment/booking confirmation SMS from the hotline within 30 minutes of booking, please check your email (the email address you provided when booking the ticket). If you need further assistance, you can call the hotline at 1900 8888 43 for clarification.
Can I extend the time I have to pay for my reservation?
Currently, Vexere holds reservations for a limited time, as determined by the bus operator. Your booking will be automatically canceled if payment is not received within this timeframe.
If you need more time to pay for your ticket, please contact Vexere’s hotline at 1900 88 88 43, and our staff will assist you in extending the payment deadline.
In the event that your reservation is automatically canceled due to the payment deadline expiring, please book a new ticket on Vexere.
I input wrong email/phone number, how can I fix it?
You can change the phone number on your booked ticket in the following situations:
You booked the ticket while logged in to the Vexere website or app (and are still logged in):
If you were logged in to your Vexere account (on the website or app) before booking the ticket, and are still logged in when you want to change the phone number, you will be able to do so.
You booked the ticket using a phone number (and are still using that phone number to access Vexere):
This can happen when:
You booked the ticket for yourself: The phone number of the passenger on the ticket is the same as the phone number you use to log in to your Vexere account.
Someone booked the ticket for you: Someone else booked the ticket for you, and the phone number of the passenger on the ticket is the same as the phone number you use to log in to your Vexere account.
In both of the above cases, if you are still using that phone number to access Vexere, you will be able to change the phone number on the ticket.
You booked the ticket without logging in (applies to web browsers only):
If you didn’t log in to an account and didn’t use a phone number, you can still change the phone number, but only during the same browser session.
This means: You can change the phone number on the page where you booked the ticket, or open a new page in the same browser and change it.
However, if you close the browser (ending the session), you will no longer be able to change the phone number.
Opening a new browser or using incognito mode will also not allow you to change the phone number.
How can I rate for the bus operator?
After completing your trip, Vexere will send a survey to the email address you provided when booking your ticket to gather feedback on the bus company’s service quality. You can evaluate the bus company by clicking the link in the email and leaving your comments.
Change my trip’s review
You can definitely edit your trip review on the Vexere app! Just a few things to keep in mind:
You’ll need to be logged in to your Vexere account before editing.
You can only edit your review once, and within 14 days of your trip’s departure date.
You can edit your review no matter its current status (Pending Approval, Approved, or Disapproved).
To edit your review, follow these steps:
Open the Vexere app, go to Account, select Trip Reviews, then choose the Reviewed tab.
Tap the Edit button.
Here, you can freely modify:
Your satisfaction level: Change the number of stars (from 1 to 5).
Evaluation criteria: Add, remove, or skip criteria (especially the “What made you happy” section).
Feedback: Edit or delete your comments.
Images: Add or remove images (if any).
Finally, tap the Submit Review button to complete the editing process (just a heads up, you won’t be able to edit the review again after submitting!).
Why is advance payment required when booking through Vexere?
Prepayment helps secure your spot, especially during peak times when traffic is high. In addition, discount codes or Flash sales only apply to paid orders to ensure fairness for all customers.
May I pay upon boarding the bus?
Some trips at Vexere still apply payment methods to the bus company. However, this depends on the policy of each bus company. The bus company will arrange for the most convenience for customers without affecting the running schedule.
Bus Cancellation Policy
The cancellation policy is determined by the bus operator and may vary depending on when you book your ticket. At different times, the bus operator may apply different cancellation policies.
You can find information about the cancellation policy in the following locations:
Before booking: In the “Details” > “Policies” section of the trip you are interested in.
After booking: In the “Cancellation Fees” section displayed in the booking confirmation email that Vexere sends you after you book successfully.
In addition, if you book your ticket through Vexere’s hotline, you can ask the operator directly about the cancellation policy (usually the operator will not proactively inform you of the cancellation fee before you ask).
What can I do? I mistakenly cancelled my ticket!
Please contact Vexere immediately via the hotline 1900 8888 43 during working hours (7:00 AM – 10:00 PM daily) or email [email protected] for prompt assistance.
Where can I find the bus ticket cancellation policy?
You can find information about the cancellation policy in the following locations:
Before booking: In the “Details” > “Policies” section of the trip you are interested in.
After booking: In the “Cancellation Fee Policy” section displayed in the booking confirmation email that Vexere sends you after you book successfully.
Who should I contact to cancel my ticket?
You can cancel your ticket in one of the following ways:
Cancel online: Cancel your ticket directly on the Vexere app or through the cancellation link in your booking confirmation email.
Contact the bus operator: If you are unable to cancel your ticket yourself, you can contact the bus operator directly to request a cancellation.
Contact Vexere’s hotline: If you require further assistance, please contact Vexere’s hotline for help with your cancellation.
Can I cancel only some of the tickets in my booking?
Currently, Vexere’s system does not support partial cancellations (canceling only some of the tickets in the same booking code) online. Therefore, if you wish to cancel a few tickets without canceling the entire booking, please contact the bus operator directly or contact Vexere’s hotline for assistance.
FLIGHT
Reservation
How to book Flight ticket on Vexere’s platform?
Now, You can conveniently book flight tickets online, saving both time and effort, through the Vexere application or website goyolo.com. With just a few simple steps, you can select your flight details, including:
– Departure location
– Destination
– Departure date
– Number of passengers
Once you have chosen your preferred flight and completed the payment, you will receive 2 confirmation emails: “Payment Confirmation” and “E-Ticket successfully Issued”
When checking in at the airport counter, please provide your booking reference code (a 6-character alphanumeric code), which can be found in the “Electronic Ticket Issued” email. Along with this code, you must present a valid identification document for verification by the airline staff.
Important Notice: The displayed ticket prices are inclusive of all applicable fees.
How can I reschedule my flight?
Depending on the fare conditions of each airline, flight changes may be applicable. Please refer to the “Ticket Details” section displayed when booking via the Vexere website or application for more information.
To request a flight change, please contact our hotline at 1900 6484 with your booking reference and specific flight details. Vexere will proceed with the following steps:
- Check the change fee
- Notify the new flight details and change fee via the registered email
- Receive payment for the ticket change
- Process the ticket change
- Confirm the successful ticket change via the registered email
Please note that flight changes are only applicable for flights operated by the same airline and cannot be changed to a different airline.
How can I cancel my flight?
Flight Cancellation Policy
The ability to cancel a flight depends on the fare conditions and policies of each airline. Some tickets may be eligible for cancellation, while others may not. For detailed information, please refer to the “Ticket Details” section when booking through the Vexere website or mobile app.
How to Cancel Your Flight
To cancel your flight, please proceed directly through the Vexere mobile app.
If your ticket is eligible for cancellation but you are unable to complete the process via the app, please contact our customer service hotline at 1900 6484 for assistance.
Cancellation eligibility and refund policies vary by airline. Please review the specific terms before proceeding.
Why did I receive a notification that the ticket issue had failed?
Ticket Issuance Failure & Resolution
If you receive a “Ticket Issuance Failed” notification after completing your booking, please contact our customer service hotline at 1900 6484 and provide your booking details so that Vexere can check the ticket status and assist you accordingly.
Resolution Process
– If the ticket issuance was unsuccessful, Vexere will process a full refund to the original payment method used for booking.
– If the ticket was successfully issued, we will immediately notify you and resend the booking confirmation.
Possible Causes of Ticket Issuance Failure
Ticket issuance failures typically occur due to last-minute bookings where airlines update ticket prices during the booking process, causing the issuance to fail.
To minimize the risk of ticket issuance failure, we recommend booking your flight in advance whenever possible.
How to correct a Flight Passenger information?
Passenger Information Correction Policy
If the passenger’s name (including last name, middle name, or first name) was entered incorrectly during booking, the ability to correct it depends on the fare conditions and the airline’s policy. Some changes may incur a modification fee, while others may be free of charge, depending on the specific case.
For contact details such as email or phone number, you can update them directly via the Vexere mobile app.
If you need to correct passenger name details, please contact our customer service hotline at 1900 6484 and provide your booking reference code along with the updated information. Vexere will assess your request and offer the most suitable solution.
Note: The name change will be decided by the airline and may incur a fee. Each airline will have different policies for name changes.
How can I check my ticket after I have finished reserving it?
You can view your booking details by accessing the Vexere mobile app or the Goyolo.com website and selecting the “My Tickets” section.
Additionally, you can verify your booking directly on the airline’s official website by entering your booking reference code along with your last name, as detailed below:
– Vietjet Air: Enter your full name (including middle name) along with the booking reference code.
– Vietnam Airlines: Check under the “Manage Booking” section.
– Bamboo Airways: Check under the “My Booking” section.
Currently, Vietravel Airlines only allows authorized agents to check booking details on their website. If you are unable to retrieve your booking information for any of the airlines mentioned above, please contact our customer service hotline at 1900 6484 for timely assistance.
Why haven’t I received any ticket confirmation email after booking successfully?
You may have entered an incorrect email address while booking or your mailbox may be full. You can check the spam/junk folder in your email. If you still do not see the email and have booked a ticket with a booking code, please contact the hotline at 1900 6484 for further assistance.
Why haven’t I received my e-ticket?
After you have successfully reserved the ticket, Vexere will send you an email including detailed flight information and the reservation code (6 digits). When processing check-in procedures (offline or online), you will only need to send the reservation code along with your identification documents to finish the process.
I want to print E-ticket
Vexere’s app and website are updating the ticket printing feature after successfully reserving the ticket. After reserving, Vexere will send an email to confirm the successful reservation, including flight details and the reservation code (6 digits). You only need to send this reservation code along with your identification documents to process check-in procedures.
Why is my flight ticket not showing the seat number?
- Your seat has been randomly selected after successfully reserving and will be shown when checking in at the counter in the airport or online.
- When checking in at the counter, airline staff can arrange seats close together for reservation codes that include many passengers, depending on the seat availability on the flight and the time you complete the check-in procedure.
- You can perform early online check-in from 24 hours to 1 hour before departure time on Vexere’s app to proactively choose your seat before the flight.
- You can choose to buy a seat before departure time to ensure you will be able to sit in the right seat on the flight. For assistance in purchasing seats before your flight, please contact us at 1900 6484, Vexere will check the seat purchase fee and notify you as soon as possible.
How do I add a child to my flight ticket?
According to airline regulations, children or infants need to book tickets together with adults. Please contact the hotline 1900 6484 and provide the booking code or phone number to receive assistance in adding children’s tickets to the previously booked adult tickets.
How many tickets can I get in one transaction?
You can book tickets for a maximum of 9 people (excluding infants under 2 years old) in one transaction. To book additional tickets, please follow the same booking procedure as the previous flight information for the passengers traveling on the same flight.
Does the ticket price include all fees and costs?
The ticket price displayed on Vexere’s application or website, goyolo.com, is the total ticket price, including all taxes and fees. After reserving and paying, you will receive an email confirming that the ticket has been issued successfully.
You can use the reservation code (6 digits) in the email and your identification documents to check in at the airport without having to pay additional fees (unless there are additional charges such as additional services or excess baggage at the airport).
How can I upgrade my ticket class?
Depending on the policies of each airline and the ticket conditions, there will be different policies for applying upgrade fees. Please contact the hotline 1900 6484 for Vexere to check the information and provide the upgrade fee if applicable.
What should I do to issue a VAT invoice for my ticket?
After successfully reserving the ticket, please send an invoice request to [email protected] with the reservation code information. Vexere will respond with the necessary information to proceed with issuing and sending the VAT invoice application within 5 working days.
How to use Credit Shell?
When you cancel a Vietjet ticket booked via Vexere and receive a retained identification code (credit shell), you can use this code to book a new ticket by following these steps:
Contact Vexere: Provide the following flight details:
- Flight number
- Departure date
- Flight route
- Passenger information
Once Vexere receives this information, we will check the applicable fees and send a confirmation email to the customer.
Important Notes:
Validity period of retained credit: The retained credit is typically valid for one year from the original departure date. You should verify this period carefully to avoid losing your entitlement.
Fees and applicable conditions: The retained credit may involve specific fees or conditions. Please review them carefully.
Customer support: If you experience any difficulties using the retained code, you can directly contact Vietjet’s customer service hotline for timely support.
Regulations of Airlines
Traveling while pregnant
Pregnant women under 32 weeks are accepted for transportation like regular passengers on all airlines (It is necessary to prepare a document or book confirming the gestational week issued by a district-level clinic/hospital, valid within 07 days from the departure date).
Pregnant women from 32 to 36 weeks are only accepted for transportation by Bamboo Airways and Vietnam Airlines, along with the condition of relevant health documentation.
Pregnant women over 36 weeks or women expected to give birth within 7 days or women within 7 days postpartum are all refused transportation by the airlines for the safety and health of the passengers.
Can I bring my pet on board?
To obtain detailed information, passengers can visit the official website of the airline to get specific updates on the regulations and conditions of each airline:
Vietnam Airlines: allows bringing dogs and cats into the passenger cabin and checked baggage. With conditions and accompanying documents.
Dear customers, please refer to more detailed information here.
Bamboo Airways: allows dogs and cats in the passenger cabin and cargo hold. With conditions and accompanying documents.
Please refer to more detailed information here.
Vietjet Air: allows dogs and cats in the passenger cabin. See details here.
Pacific Airlines and Vietravel Airlines: do not accept the transportation of pets in both the passenger cabin and cargo hold.
What is liquid policy?
Types of liquids that can be brought into the passenger cabin include shampoo, shower gel, perfume, facial cleanser, toothpaste,… These liquids must be contained in small bottles under 100ml and a maximum of 1 liter of liquid per passenger is allowed.
Irregular operation
My flight has been changed schedule by Airline, What should I do?
The airline may change the flight schedule for various reasons such as weather, technical issues, security, etc. Depending on each case with specific change times, the airline will have support or compensation options according to the policy.
In case, you are unable to take the flight due to schedule changes by Airlines and you would like to change/cancel the flight, please contact the hotline 1900 6484 for the earliest assistance.
My flight has been canceled by Airline, What should I do?
In the event of a flight cancellation, the airline will provide the following support options for passengers:
Transfer to a flight on the same route on the next available date free of charge (if seats are available).
Transfer to another flight with an equivalent itinerary so that passengers can reach their destination on the journey (free of charge)
Refund according to each airline’s policy.
Please call the hotline 1900 6484 with the necessary information. After contacting the airline to discuss your options, Vexere will notify you and confirm via email. Or you can cancel your flight ticket on Vexere’s application.
Add-on services
Can I buy check-in baggage after booking?
For passengers who have reserved tickets on Vexere’s app or website, please select “My tickets,” continue to select the ticket to which you need to add additional checked baggage, and select “Add Services” to buy additional baggage, then process payment. Kindly note that the requirement must be sent and processed at least 7 hours before the departure time.
For flights that do not support direct purchases on Vexere’s app or website, please contact us at 1900 6484 for assistance in buying additional baggage.
How can I book for meal in advance?
Currently, Vexere does not offer the service of purchasing meals when booking tickets online. Depending on the flight route and the duration of the service, airlines will apply different fees for meals.
Please note that the time to purchase additional meals after booking must be done at least 07 hours before the departure time.
Please contact the hotline 1900 6484 for assistance in purchasing additional meals from the airlines
How do I book my seats on my flight?
Your seat has been randomly selected after your successful booking and will be displayed when you check in at the counter or online. Please note: You can pre-bool for seat at least 07 hours before the departure time.
You can choose to purchase a seat before the departure time to ensure that you will be seated in your desired spot on the flight. Please contact the hotline 1900 6484 for assistance in purchasing a seat before your flight.
I had pre-booked seat before I take the flight, but then the airline changed the schedule. Will the reserved seat still remain?
The airline will arrange a seat the same as the one you have chosen. In case the corresponding seat cannot be arranged, the airline will refund the seat purchase fee to you.
Unaccompanied minors policy
Airlines all have unaccompanied minor services, detailed information for each airline is specified as follows: “Airlines all have services to assist unaccompanied minors, with detailed information specific to each airline as follows:
Vietnam Airlines: https://www.vietnamairlines.com/vn/vi/buy-tickets-other-products/special-services/unaccompanied-children
Bamboo Airways: https://www.bambooairways.com/vn/vi/travel-info/special-services/unaccompanied-minors
Vietravel Airlines: https://www.vietravelairlines.com/vn/en/booking/passenger-info/children
How can I require wheelchair assistance?
For passengers who have difficulty moving and require any special assistance, please notify Vexere at least 2 days before the departure to support. Depending on the condition of the equipment at the airport, wheelchair assistance may be available in the following cases:
- Ramp wheelchair service: Applicable to passengers who can move independently within the passenger cabin as well as board and disembark from the aircraft but have limited mobility on the ground (in the terminal, on the tarmac).
- Wheelchair service for boarding and deboarding the aircraft: Passengers who can move independently within the aircraft cabin but need assistance with a wheelchair on the ground and during boarding and disembarking.
- In-flight wheelchair service: This service will assist passengers who are unable to move independently in any position. Passengers of this category require assistance with a wheelchair on the ground, during boarding and disembarking, and specialized wheelchair assistance when moving within the passenger cabin.
Flight procedures
How to check-in at the airport?
Please provide the booking code sent to your email or check the ‘My Tickets’ section through the Vexere app/website along with your identification documents to check-in at the airport. You can find more information about the airline below:
Vietjet Air: https://www.vietjetair.com/en/pages/how-to-check-in-1685510691899
Bamboo Airways: https://www.bambooairways.com/vn/en/travel-info/check-in/airport-check-in
Vietnam Airlines: https://www.vietnamairlines.com/vn/en/travel-information/check-in/online-check-in
Vietravel Airlines: https://www.vietravelairlines.com/vn/en/booking/booking-guidance/check-in-process
How to check-in online?
You can check in online from 24 hours to 1 hour before departure. Online check-in, depending on the airline, will open a limited number of slots (not fully opening online check-in for the flight), so if you check in online close to the departure time, you may not be able to complete the process due to full capacity and will need to check in at the airport.
To check-in online, please access the Vexere app, go to the “My Tickets” section, select the ticket you need to manage, then choose “Online Check-in,” fill in the necessary information, and complete the online check-in process.
After completing the online check-in procedure, you can send the electronic ticket, including the QR code, directly to the security screening gate. If you have checked baggage, you can look for the priority check-in counters for passengers who have checked in online at some airports to drop off your baggage. If there is no priority counter, you need to check in your luggage at the regular check-in counter.
Why can’t I check-in online?
In case you can not check-in online, please check your personal information and booking details again, Some reasons that do not allow online check-in are as follows:
- You have requested special services or are traveling with a child under 2 years old.
- You have not yet paid for the ticket or the additional services (changing flights/adding luggage/seats).
- The information you entered may be incorrect (first name, middle name, and last name).
Kindly go to the airport to check-in at the counter.
Documents to prepare when check-in at the airport
For passengers over 14 years old and adults, it is necessary to bring an ID card/Citizen Identification.” (Can be replaced by a driver’s license, passport, identity confirmation paper,… or some specific cards such as a National Assembly delegate card, party member card, journalist card,…)
For passengers under 14 years old, they must be accompanied by an adult and carry one of the following documents:
- Children’s birth certificate: original or certified copy still valid
- Children’s birth certificate: For cases under 1 month old without a birth certificate.
- Confirmation letter from a social organization for children being cared for by the social organization.
When should I be at the airport?
Passengers need to arrive at the airport at least 1 hour before departure time on weekdays. On holidays or the New Year, please arrive at least 2 hours in advance. Once the passengers have checked in online, they are encouraged to arrive 1 hour in advance in case of any problems that may occur while at the airport (reschedule, cancellation, extra checked baggage, technical error, etc.).