Cancellation Policy and Ticket Prices

Ticket Pricing Policy:

Child Pricing Policy:

11 years and older: 100% of the ticket price.
From 2 to 11 years: 70% of the ticket price.
Disabled persons (blind, wheelchair users, individuals with limb impairments…): 50% of the ticket price.
Children under 2 years seated on an adult's lap travel for free.

Policy on Changing Journeys and Dates:

Changes can be made multiple times.
Free same-day journey changes.
Free ticket changes if made more than 3 hours before departure.
30% of the ticket price for changes made less than 3 hours before departure.
Paid tickets can be changed for free once. A second change incurs a 30% fee on the ticket price.
For changes involving 4 or more tickets, customers must notify at least 24 hours before departure.
30% fee applies for changes during holidays and Tet.

Ticket Cancellation Policy:

Free cancellation 24 hours before departure.
10% fee for cancellations from 24 hours to 2 hours before departure.
30% fee for cancellations less than 2 hours before departure.
Refund method: The amount refunded, after deducting cancellation and transaction fees (if any), will be returned to the customer via the original payment method (bank transfer, e-wallet, or cash at the counter…). Processing time for refunds is 3 – 7 business days, depending on the payment method.

Promotional Ticket Policy:

Tickets purchased under promotional or special offers (such as discounted tickets, tickets during holidays, winning tickets…) are not eligible for cancellation and refund policies, regardless of cancellation request timing. However, customers may reschedule to the nearest available journey as per company policy, if seats are available.

Regulations for Ticket Agents:

Agents are required to implement the cancellation, refund, and rescheduling policies as stated above to ensure customer rights and maintain MexBus service credibility. All cancellation and refund requests from customers must be communicated to Saigon.PT for proper processing.
Agents are not allowed to unilaterally alter the cancellation, refund, or rescheduling policies set by Saigon.PT. Agents are responsible for providing complete policy information to customers to prevent disputes or complaints.

Method of Receiving Cancellation or Change Requests:

Customers can send cancellation or change requests through the following channels:

Support hotline: 1900 88 68 69
Customer service hotline: 1900 88 68 69
Ticket counters at bus stations: Customers need to present their ticket and personal information for assistance.
Official website: Visit https://mexbus.saigonpt.com/ to submit requests online.

Other Regulations:

Force majeure circumstances: If a bus trip is cancelled due to force majeure events (natural disasters, floods, emergencies…), resulting in the inability to depart, the company will refund the full amount to the customer without any deductions.