About ticket issuance

1. Online ticket issuance time is 07:00 - 22:00 (Laos time GTM + 7)

2. After placing an order, the ticket will be issued within 30 minutes and sent to the order mailbox. Please check it (if it is not received for a long time, it may be put into the junk group of the mailbox. If you have any questions, please contact the online customer service)

3. Currently, domestic train tickets in Laos within 4 days and cross-border train tickets between Laos and China within 15 days are on sale. After placing an order, the ticket will be automatically issued according to the travel time. If it is not on sale, please wait patiently.

About ticket changes

1. Ticket changes are not allowed within 30 minutes before departure for online ticket purchases.

2. If you use the tickets purchased online and have not printed the tickets, you can go through the online ticket change procedures. If the tickets have been printed, you are not allowed to change the tickets. You should go to the designated window of the station to handle the refund.

3. After purchasing the tickets online, if the passengers have not exchanged for paper tickets, they can change the electronic tickets online if the railway has the transportation capacity. If the ticket is changed more than 48 hours (not included) before departure, it can be changed to other trains within the pre-sale period; if the ticket is changed from 48 hours to 30 minutes before departure, it can be changed to other trains before departure. If the ticket is changed within 30 minutes before departure, no change will be made.

4. When making a change, it can only be done one by one.

5. When making a change, the new ticket price will be collected and the original ticket price will be refunded. If the ticket price after the change is lower than the original ticket price, the refund fee of the ticket price difference will be charged.

6. Standard for charging the change fee: If the ticket price after the change is lower than the original ticket price, 30% of the ticket price difference will be charged as the change fee. The minimum change fee is 3,000 kip. When the ticket face value is less than 3,000 kip (price difference), it will be charged according to the ticket face value.

About refund

1. The refund of electronic tickets should be made no later than before departure. If the passenger has exchanged for a paper ticket, he/she shall go to the designated window of the station to handle the refund business in accordance with the relevant railway regulations. The agency will not handle the refund business.

2. If the passenger gets off the train due to injury, illness or the carrier's responsibility, he/she shall handle the refund of the ticket at the station where he/she gets off according to the regulations based on the passenger record issued by the train conductor.

3. When refunding the ticket online or at the window, the refund should be returned to the original online payment tool. For offline refund, please contact the online customer service to register the refund.

4. After handling the online change or refund, if the refund fee reimbursement voucher is required, it shall be obtained at the station refund window within 30 days (including the day) from the date of refund with the original valid identity document used when purchasing the ticket.

5. If the paper ticket has not been exchanged and no later than the departure time of the ticket station, the refund business can be handled on the Internet.

6. If you have received a paper ticket, you cannot refund it online. Please bring the original valid passport (and paper ticket) used when purchasing the ticket and go to the ticket window at the station before the departure time specified on the ticket.

7. Refunds should be made before the departure time specified on the ticket. The refund fee will be charged according to the refund rate and the amount will be returned to the passenger.

8. When refunding tickets, you can only refund one ticket at a time.

9. When you exchange a cross-border ticket for a paper ticket and then refund it, you must refund it at the station window in Laos.

10. Refund fee calculation standard

(1) The refund fee is calculated based on the refund price: if you refund the ticket before the departure time specified on the ticket, 20% of the ticket price + payment channel fee + order handling fee will be charged as the refund fee.

(2) The refund fee is in kip.

(3) The minimum refund fee is 3,000 kip. If the face value of the ticket is less than 3,000 kip, the refund fee will be charged based on the face value.

11. Refunds in special circumstances

(1) Suspension of the entire train

If you have not exchanged for a paper ticket, please apply for a refund online within 3 days (including the day) after the train departs. No refund fee will be charged.

If you have exchanged for a paper ticket, please apply for a refund at the station window within 3 days (including the day) after the train departs. No refund fee will be charged.

(2) If the train is suspended, stopped, turned back, or transported via a detour due to railway responsibility or natural disasters, please handle the above regulations within 3 days (including the day) after the train departs. When you refund, the full ticket price will be refunded.

Steps to apply for a refund:

1. Contact us via email (contact@laostrain.com), contact us through the website's online customer service, contact us via WhatsApp (+861821039323)

2. Send us your order number and request for a refund;

3. After receiving the refund request, we will follow up on the refund and modification rules to process the refund within 2 hours (working hours).