FAQ

1 - Choosing our service

Can I book a transfer that is not listed on your website?

We offer a wide range of car rental service in Vietnam including airport transfers, airport pickup, see-off, transfer from hotel to cruise port, train station pickup, car hire for sightseeing, travel and tour. Please contact us if you don’t find your transfer.

What is a shuttle transfer?

A shuttle transfer is a shared transfer service to/from some of the destinations/airports/ports in which we operate and available throughout the booking process.

Our shuttle transport operators have a clearly visible and branded desk, counter or representative at the airport arrivals terminal, the location of which will be detailed in your booking voucher. You will need to present the voucher at the time of the pickup.

The maximum shuttle waiting time for customers at the airport is 30 minutes from the moment they make contact with our airport representative.

There could be up to four stops during the journey

What is a private transfer?

A private transfer is a pre-booked, chauffeur-driven vehicle reserved solely for your party.

Pre-booked private transfer drivers will be waiting for you at a specific meeting point as indicated on your booking voucher and will take you directly to the address or location indicated by you in our online booking process.

Can I book a transfer if I’m not going to/from the airport?

Yes, we also offer transfer services to and from some ports and major train stations. If you can’t find the port or station that you are looking for, please request a quote via the ‘Contact us’ page.

Where will I be dropped off?

In the case that you book a private transfer, we offer door-to-door services, therefore you will be picked up and dropped off at the address that you specify on the booking. Should the address not be reachable, the drop off and pickup point will be at the nearest point available. In the case that your drop off or pickup point is a port, you will be dropped off or picked up at either the disembarking point, the cruise terminal or the main entrance of the port depending on individual port regulations. If you are being dropped off or picked up from a port, please indicate the name of your ship in the address details of the online booking process.

If you have booked a shuttle transfer, you will be dropped off at the address indicated on your booking confirmation. This will usually be the official shuttle stop for your hotel. Shuttle services will not drop you off at any private accommodation.

Will anyone else be travelling in the vehicle I book?

All our private transfers are exclusive so the vehicle will be reserved for your group only. However, in the case that you book a shuttle service, you will share the vehicle with other customers and there will be several stops.

What luggage entitlement will I have?

You can bring 1 bag or 1 suitcase per passenger seat in the vehicle selected, with a maximum combined size of 158 cm (70cm length + 50cm height + 38cm width) and hand luggage, such as handbags & small bags (camera bags or similar). Carry-ons are considered as suitcase rather than a piece of hand luggage.

Your luggage entitlement is therefore defined by the size of vehicle you book. For example, a 4 seater car has space for 4 bags or small suitcases, as well as small hand luggage items to be carried in the cabin. An 16 seater minivan has double the luggage capacity. If you are in any doubt as to whether your luggage will fit in the vehicle, please upgrade to a larger one to ensure that you have a comfortable journey.

Are child seats available to book and from what age?

Yes, our child booster seats are suitable for children weighing 15-36 kilos (approx. 4-11 years). The baby seats are suitable for toddlers weighing 9-18 kg (approx. 9 months to 4 years) and are the front-facing type. You can add them in Step One of the booking process. If booked, child and baby seats will be provided whenever possible, however there may be instances in which we are unable to provide such seats. In such instances, you will be entitled to a full refund for any seats not supplied. If you are unwilling to travel in the event that child or baby seats are not supplied, please provide your own. If you wish to bring your own child or baby seat, please advise us of this before you travel. This is so that we can ensure that the vehicle provided can accommodate the seat.

How can I contact VietnamCarHire.com?

You can find our full contact details on our Contact Page. You can also contact us via Live Chat by clicking on the ‘Help’ button at the bottom of any page on our website. Our Customer Service department is open 24 hours a day, 365 days a year, so you can contact us at any time. If you need immediate travel assistance, please call the 24/7 Duty Manager numbers displayed at the bottom of your booking voucher.

2 - Before you book

What information do I need in order to book?

You need the following information to request a quote.

Pickup Location: Airport, cruise port, train/bus station, hotel address.
Drop-Off Location: Your destination
Pickup Date & Time: If being picked up from the airport this will be your flight arrival time
Return Pickup Date & Time: If returning to an airport you need to allow enough time to arrive at the airport one hour before your departure time for domestic flights or two hours before departure time for international flights
Passengers: The number of people in your travelling party
Checked Bags: The number of checked bags in your travelling party

You need the following information to book

Name: The contact person in the group
Phone: A mobile phone number that will be our point of contact at pickup
Email: To receiving booking confirmations, updates and cancellation emails
Notes: Include special requests like child seats (rear or forward facing), booster seats, oversized luggage and anything else we need to know
Flight Numbers: We use this to track your flight’s arrival time
Flight Times: Time of arrival or departure from the airport

I cannot find a route I want to book. What to do?

 

Email us or contact us via the online contact form. Explain the actual pickup and drop off locations in detail within the booking notes field. You will receive a booking confirmation via email. Reply to this email if you have any other questions. Our staff will contact you to adjust your transfer quote if it requires adjusting. Go back and forwards via email until agreed on requirements and price. If an agreement cannot be reached cancel the transfer request by clicking the link at the bottom of your confirmation email.

How do I pay for my transfer?

We accept online payment. At the bottom of the booking request form you will see a drop down for “Payment Method”

Bank Transfer
Book online and direct deposit money into our bank account before you transfer. Our bank account details are provided on the next page after “confirming” your booking.

PayPal
Pay online via PayPal. PayPal accepts all major credit cards even if you don’t have a PayPal account

Can I book a transfer with more than one stop?

Yes as long as you advise us of the other locations in the booking notes when submitting your booking request. We will contact you within two hours of your booking request to inform you if your extra stops incur an extra cost. If you have not heard from us within two hours of submitting your booking confirmation consider your booking confirmed, as quoted.

I can’t find the destination I am looking for. Can you provide me with a price/transfer anyway?

To request a price for destinations that we do not have listed, please go to our contact page and click on “Get a quote’’. Please provide us with the transfer details by completing the form and we will get back to you with a price and a link to go ahead and make your booking online within approximately 72h.

When should I book?

We recommend that you book as early as possible. This will mean that you will have the best chance of beating any price increases, which may occur at any time during the year, especially prior to each holiday season. Our last minute booking deadlines may vary depending on the destination and time of the year. In some cases, late bookings after this deadline can sometimes be arranged but no guarantee can be made.

I can’t select my address. What should I do?

On the first step of the booking process you need to select the destination. This is the name of the city, town or area within which your accommodation is located. At a later stage in the booking process you will be able to specify the full address. If you can’t find your place on the list, please get in touch with us via the online contact form. We can provide a private door-to-door transfer so that the driver can take you directly to your destination.

How can I indicate more than one flight number on my booking?

It is only possible for the driver to monitor one flight number and its arrival time using the information provided in the booking. We do this so that every passenger can receive a prompt transfer service, even in the event of delays.

If there are other passengers travelling in your party with different flight numbers, we strongly recommend you to make one booking per flight number so that different drivers are scheduled to meet each flight.

I am unable to set a pickup time in the booking process. What should I do?

If you are booking a private transfer, this might happen because you are trying to enter a time after the latest possible pickup time that we have calculated. Please check the message that appears indicating the latest time that you can be picked up at and select that one or an earlier one if you prefer.

If you have booked a shuttle service, the pickup time will be confirmed to you at least 24h before your transfer departure time. VietnamCarHire.com will communicate your pickup time via email.

How can I pay for my booking?

Payment is taken in full at the time of booking. Make your booking on our website and click ‘Pay now’ at the end of the booking process. Prices are charged in US dollars and any currency conversion facility is provided as an approximation tool only. Once you’ve made your online payment we’ll send your booking voucher by email and you’re ready to go!

Do you charge extra for credit card payments?

For online payment our answer is “No”. There is no additional charge for paying by credit card. We accept PayPal payment.

If you would like to pay by credit card on the spot, in Hanoi. We can send one person to your hotel/address to collect the payment. In this case we charge a service fee of 4% of the total cost + USD 10.

Which cards do you accept?

We accept Visa, Mastercard and American Express credit cards. All card payments are made on PayPal website (secured). If you experience problems paying with your card, please contact us via the online contact form or Live Chat.

My company requires an invoice, can you supply one?

Yes we can provide you with an invoice if required. In order to request an invoice, please send an email with all your details to info@vietnamcarhire.com after making your booking. The Accounts Department will prepare it and send it to you by email.

3 - Before you travel

How long will the transfer take?

Inputting your pickup and drop off information into our instant quoting engine displays both a distance & time estimate for your transfer.

We also recommend visiting Google maps on a PC or Smartphone. Click “Directions” and select a pickup and drop off location to retrieve their distance and time estimate.

Performing the same search on a mobile phone the morning of travel provides estimates in consideration of real time traffic congestion.

The same search performed by our drivers can result in a call request to bring forward your scheduled pickup time to allow for delays caused by traffic

What luggage entitlement will I have?

Luggage entitlements are the same as airlines. One checked bag (20kg Max) and one carry on bag per passenger.

Luggage entitlements are dramatically enhanced if booking our larger vehicles with a luggage trailer.

Multiple large suitcases, bikes, strollers, surfboards and golf bags are catered for. As an example a family of 7 people with a large bag each, carry on bags, two racing bikes, a stroller, fishing gear and three surfboards will fit comfortably into our Ford Transit.

If in doubt book our larger vehicles and luggage trailer. It’s worth the extra few bucks knowing everything is going to fit before leaving home.

What happens if I can’t locate my driver?

Call or text +84 981822624

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

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

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

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.

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

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.

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

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.

Where will I meet the driver when I arrive?

For private transfers, drivers wait in the arrivals area with a board with the lead passenger’s name or the VietnamCarHire.com 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 my flight or train is delayed?

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.

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

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.

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

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.

How can I cancel my booking?

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.

4 - After your trip

How do I get a receipt?

Once you’ve completed your booking payment, a receipt will be sent along with your booking voucher to the email address provided during the booking process.

If you need a business or pro forma invoice, please send us your request specifying your billing details by email to info@vietnamcarhire.com and our accounts department will send it to you.

I left an item of luggage in the vehicle. How do I get it back?

If you have left an item of luggage in your transfer vehicle, please email us at info@vietnamcarhire.com and provide a full description of the item(s) left in the vehicle and where they were left. We will need your booking code to check the file. If the item is found, we will try to provide you with an address so that you can organise a pickup by courier, please note that this will be at your own expense.

I have some comments or suggestions to make, who should I contact?

We actively encourage our customers’ comments and suggestions, and treat them as a valuable insight as to how to improve our service. Please email us with your comments: info@vietnamcarhire.com