Before you travel

How can I cancel my booking?

Date: 18 March 2020 By thomthom Categories: No comments

In order to make any cancellations, you must email us of call our 24/7 Customer Service team and make a request. You may cancel booked transfer services separately or cancel the whole Booking.

If we receive your cancellation request more than 72 hours before the scheduled pickup time of the transfer service you wish to cancel, the amount paid for this transfer will be refunded in full.

No refund will be given for cancellations received less than 72 hours before the scheduled time of the transfer service you wish to cancel. In these instances we will email you a cancellation note which may be used to claim the expenses back from your tour operator, airline, or travel insurance provider.

My group size has changed. Can I choose another vehicle?

Date: 18 March 2020 By thomthom Categories: No comments

We will always try our best to accommodate your requests, however vehicles are subject to availability and cannot always be guaranteed. If you need to change your vehicle, please email us or call the 24/7 Duty Manager numbers displayed at the bottom of your booking voucher and a Customer Service Agent will assist you. In the case that you are able to change your vehicle, there may be an additional charge.

My transportation details have changed. Can I reschedule my transfer?

Date: 18 March 2020 By thomthom Categories: No comments

If the transfer is scheduled in under 48 hours, please call the 24/7 Duty Manager numbers displayed at the bottom of your booking voucher.

Last minute changes (less than 24h before travelling) may not be possible. Your driver is not authorised to accept changes.

If we are unable to reschedule your transfer, we will refund you in accordance with our terms and conditions.

What happens if my flight or train is delayed?

Date: 18 March 2020 By thomthom Categories: No comments

All flights and trains are monitored for delays to ensure that your driver will be waiting for you at the correct time. However, as a backup measure, please call us on our 24/7 Duty Manager numbers displayed at the bottom of your booking voucher if you become aware of any delay which may affect your transfer.

Where will I meet the driver when I arrive?

Date: 18 March 2020 By thomthom Categories: No comments

For private transfers, drivers wait in the arrivals area with a board with the lead passenger’s name or the Ninhbinhtransport logo on it. However, in some airports, stations and ports there are specific meeting points. Should that be the case, it will be specified in your booking voucher.

For example, ff you booked us the airport pickup in Hanoi, and that you arrive via an international flight, our driver will be waiting for you at the arrival terminal A or B. Our driver will arrive 15 – 30 minutes before the scheduled arrival time. In case you book with us a shuttle transfer from Hanoi to Halong bay, you will need to arrange the transfer from your hotel to our start point.

If you have booked a shuttle service you can find the instructions to get to the meeting point on your booking voucher

What happens if I entered the wrong transfer details while booking online?

Date: 18 March 2020 By thomthom Categories: No comments

To make changes to your booking, such as accommodation address, flight number or flight times, please email us. Your booking reference number will be needed.

For changes less than 48h before travel please call our 24/7 number. Last minute changes may not be possible. Your driver is not authorised to accept changes.

I have not received an email with my shuttle pickup time. What should I do?

Date: 18 March 2020 By thomthom Categories: No comments

On arrival you just need to identify yourself by showing your booking voucher to the representative, who will direct you to your shuttle service vehicle.

For return transfers, if your flight is due to depart within 24 hours and you have not received notification of the pickup time please contact us immediately by calling the 24/7 Duty Manager numbers displayed at the bottom of your booking voucher.

My payment confirmation and/or booking voucher haven’t arrived by email. What should I do?

Date: 18 March 2020 By thomthom Categories: No comments

In rare instances, it is possible that your email server or software may mistake our emails for spam and not deliver them. If you have not received your confirmation or booking voucher, please get in touch email us or chat with us live.

In the case of urgent enquiries, you can also call us using the telephone numbers displayed on our website.

My group size has changed, can I choose another vehicle?

Date: 18 March 2020 By thomthom Categories: No comments

Yes! Just let us know your new transfer is replacing a cancelled transfer in the booking notes quoting the cancelled booking ID.

What happens if I can’t locate my driver?

Date: 18 March 2020 By thomthom Categories: No comments

Call or text +84 915615149