Cancellation policy and ticket prices

Ticket Pricing Policy:

Child Pricing Policy:

Aged 11 and above: 100% of ticket price.
Aged from 2 to 11: 70% of ticket price.
Persons with disabilities (blind, wheelchair users, hand or leg disabilities, etc.): 50% of ticket price.
Children under 2 years old sitting in an adult’s lap: free of charge.

Change and Reschedule Policy:

Unlimited changes allowed.
Free same-day trip changes.
Change tickets at least 3 hours before departure: free.
Change tickets less than 3 hours before departure: 30% of ticket price.
Paid tickets can be changed for free once. For the second change, a fee of 30% of the ticket price applies.
For changes involving 4 or more tickets, customers must notify 24 hours before departure.
During holidays and Tet, a ticket change fee of 30% applies.

Cancellation Policy:

24 hours before departure: free of charge.
From 24 hours to 2 hours before departure: 10% of ticket price.
Less than 2 hours before departure: 30% of ticket price.
Refund method: The refunded amount, 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, etc.). Refund processing time is 3-7 working days, depending on the payment method.

Promotional Ticket Policy:

Tickets purchased during promotional events and special offers (such as discounted tickets, holiday tickets, winning tickets, etc.) are not eligible for cancellation and refunds, regardless of cancellation time. However, customers may reschedule to the nearest available trip according to company regulations if seats are available.

Regulations for Ticket Agents:

Agents are required to apply the cancellation, refund, and rescheduling policies as stipulated to ensure customer rights and maintain the reputation of MexBus services. Any customer request for ticket cancellation or refund must be reported to Saigon.PT for proper processing.
Agents are not allowed to unilaterally alter the cancellation, refund, or rescheduling policies stipulated by Saigon.PT. Agents are responsible for providing customers with full information on policies to avoid disputes or complaints.

Method for Requesting Ticket Cancellations and Changes:

Customers can submit cancellation or change requests via 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 tickets and personal information for assistance.
Official website: Visit https://mexbus.saigonpt.com/ to submit online requests.

Other Regulations:

Force Majeure: If a trip is canceled due to force majeure (natural disasters, floods, emergencies, etc.) causing the trip to be unable to commence, the company will fully refund the customer without any deduction.