How to Change or Refund Vietnam Train Tickets: The Complete Online & Offline Guide

1. Standard Refund & Change Policies (General Rules)

If you need to cancel or change your ticket for personal reasons, Vietnam Railways applies a tiered fee system based on how early you notify them.

Cancellation Fees & Deadlines

Vietnam Railways employs a progressive fee structure designed to encourage early cancellations, allowing vacated seats to be resold to other travelers. The administrative fee you pay depends strictly on the timing of your request relative to the train’s departure.

• More than 24 hours before departure: 10% fee.
• Between 4 and 24 hours before departure: 20% fee.
• Less than 4 hours before departure: No refund possible (100% penalty).

Ticket Change Rules

If you prefer not to cancel your trip entirely, Vietnam Railways offers a ticket exchange service. This allows you to adjust your departure time or seat class while keeping your original route, provided you meet the specific timing and availability requirements set by the carrier.

• Deadline: You must request a change at least 24 hours before the train departs.
• Conditions: Changes are only permitted if the new ticket has the same departure and arrival stations. You can only change a specific ticket one time.
• Process: You typically need to go to the station to exchange the physical or electronic ticket for a new one.

⚠️ Holiday Peak Season Note: During high-traffic periods such as Tet (Lunar New Year), Vietnam Railways often applies stricter policies. Refund fees can increase up to 30%, and cancellation requests may be required 24–48 hours in advance. Always double-check the specific terms printed on your e-ticket during these times.

2. Special Policy: 3-Hour Delay Refunds (0% Fee)

Vietnam Railways maintains a comprehensive traveler protection policy designed to safeguard passengers against significant schedule disruptions. This regulation is often considered a “hidden” advantage for travelers, as it allows you to bypass standard penalty fees and reclaim your full ticket value if the carrier fails to meet its scheduled arrival time.

The Criteria for a Full Refund

• The Condition: Your train is expected to arrive at your pickup station 3 hours (or more) later than the scheduled time on your ticket.
• The Benefit: You are entitled to a 100% refund or a free ticket exchange (0% cancellation fee).
• Round-trip Bonus: If your outbound train is delayed by 3+ hours, you can refund both legs of your journey (outbound and return) for free, provided you process them at the same time.

How to Claim a Delay Refund

You must process this request at the train station counter before the train departs. Railway staff must verify the real-time delay status in their system to authorize the waiver of the standard cancellation fee.

💡 Expert Advice from Vexere: “Our team recently assisted a traveler at Hanoi Station during a major delay. We found that taking a quick photo or screenshot of the delay announcement on the station board helped the counter staff verify the status and process the 100% refund much faster.”

3. How to Process Your Refund: Online vs. Offline

Vietnam Railways offers two distinct pathways for handling refunds, depending on your original booking source and the nature of your request. While most standard cancellations can be managed through a quick digital process, certain situations (such as delay-related waivers or cash payments) will require a traditional in-person visit to the station counter.

Method A: Refunding Online (Vexere App/Website)

For travelers who booked official Vietnam Railways tickets through Vexere, the cancellation process is fully digital. This integrated system allows you to bypass physical ticket counters and manage standard refunds directly within the app, ensuring a faster and more transparent experience.

• Open the Vexere App (ensure the language is set to English).
• Go to “My Bookings” and enter your booking code, email, and phone number.
• Select the specific ticket you want to cancel.
• Review the calculated refund amount and cancellation fee.
• Enter the confirmation code sent to your email.
• Timeline: Refunds typically reach your account within 2–7 business days (some local banks like Agribank may take longer).

Method B: Refunding Offline (At the Train Station)

While online methods offer maximum convenience, certain cases involving specific verification requirements or the original payment method necessitate a physical visit to the station. This ensures that all fee waivers or cash refunds are processed accurately and securely. You must go to the station in person if:

• You paid in cash at a ticket office or agent.
• You are claiming the 0% fee refund due to a 3-hour delay.
• You want to exchange your ticket for a different train (rather than just canceling).

Pro Tip: Bring your passport and the electronic QR code on your phone. Even if you don’t speak Vietnamese, pointing to the delay notification on the station board or your phone is usually enough for the staff to understand.

4. Why Booking via Vexere Simplifies the Process

While the official Vietnam Railways website provides the foundation for train travel, booking through an official partner like Vexere adds a layer of flexibility and technology designed for modern travelers. By bridging the gap between traditional rail operations and digital convenience, Vexere provides a simple, all-in-one platform to manage your trip.

• Real-Time Updates: Schedule changes or severe delays are synced directly from the VNR system to your app.
• The “Plan B” Advantage: Instantly compare and book alternative sleeper buses or flights if your train is delayed.
• Language Support: Vexere’s support team helps you handle station refunds and documentation smoothly.

5. Frequently Asked Questions (FAQ)

Q1: Can I cancel my ticket online if the train is delayed by 3 hours?
No. To get the 100% refund, you must go to the station so staff can verify the actual delay.

Q2: What happens if I switch to a more expensive train?
You only pay the fare difference. No change or cancellation fee applies under the delay policy.

Q3: Can I get a refund for my bus ticket if the train is delayed?
No. The 0% refund policy only applies to Vietnam Railways tickets.

Q4: Can I change passenger names on a ticket?
No. Vietnam Railways does not allow name changes after ticket issuance.