Clause 1: Nature of Services and Electronic Fulfillment Format
Because trip.express (operated by Trip Express Vietnam Company Limited) specializes in online reservations for passenger transport, yacht charters, accommodation, dining, events, and curated travel experiences, fulfillment is executed through legally binding digital credentials:
- Booking Confirmation: An official transaction confirmation containing a unique Booking Reference identifier.
- Electronic Ticket (E-Ticket) or Electronic Service Voucher (E-Voucher): A digital credential specifying passenger names, fulfilling Supplier details, schedule, seat or cabin assignment, boarding or check-in location, and service inclusions.
- QR Check-in Pass: A cryptographic QR credential presented on mobile devices or printed copy for instant scanning at boarding gates, marinas, stations, or Supplier reception desks.
Clause 2: Delivery Channels for Digital Credentials
Immediately upon reservation confirmation, trip.express delivers E-Tickets and E-Vouchers concurrently across three (03) channels:
- Email Delivery: Standardized PDF E-Tickets and E-Vouchers with embedded QR check-in codes are dispatched automatically to the email address provided at Checkout.
- In-App and Web Account Synchronization: All booking credentials are synchronized instantaneously under "My Trips" on the trip.express website and the Trip Express mobile application (including offline access capability).
- Multi-Channel Messaging Notification: Summary confirmation alerts with direct voucher access links are sent via WhatsApp, SMS, or messaging notifications to the Customer's registered mobile number.
In rare cases where a cultural event or physical access pass requires physical courier delivery at the Customer's request, tickets are dispatched via insured express courier to the designated shipping address.
Clause 3: Issuance Timelines and Delivery Fees
E-Ticket and E-Voucher issuance timelines on trip.express are governed by the booking confirmation category:
- Instant Confirmation Listings: The platform automatically generates and delivers E-Tickets and E-Vouchers within one (01) to five (05) minutes following successful payment authorization.
- Request-to-Confirm and Bespoke Charter Listings: For private yacht charters, custom itineraries, or limited-inventory suites requiring manual schedule sign-off by the Supplier's operations desk, official E-Vouchers are issued within fifteen (15) minutes up to a maximum of twenty-four (24) business hours from booking submission.
- Delivery Cost: Electronic delivery of E-Tickets and E-Vouchers via Email and the Trip Express application is 100% free of charge (0 VND). Where physical ticket courier delivery is explicitly requested by the Customer, applicable courier fees and estimated delivery windows (1 to 3 business days depending on destination) are transparently itemized at Checkout prior to payment.
Clause 4: Ticket Verification and On-Site Service Inspection Policy
In compliance with Ministry of Industry and Trade guidelines and the Law on Protection of Consumers' Rights 2023, Customers exercise inspection rights across two (02) stages:
1. Documentary Inspection Upon Receiving the E-Ticket:
- Upon receiving the E-Ticket or E-Voucher, the Customer is entitled and encouraged to verify all listed details, including passenger full names, Citizen ID or Passport numbers, departure or check-in date and time, pickup point, guest count, cabin or ticket tier, and listed inclusions.
- If any clerical error or discrepancy against the placed order is identified, the Customer should notify Trip Express within twelve (12) hours of ticket issuance (and at least four (04) hours prior to departure) via hotline +84 888 724 777 or [email protected] for complimentary correction and re-issuance.
2. On-Site Physical Service Verification at Check-in:
- Upon arrival at the boarding point, marina, hotel, or venue, the Customer has the right to verify that the physical vehicle, vessel, seat class, room category, and service standards match the specifications stated on the E-Voucher.
- If the on-site service materially deviates from the booked category or technical standards published on trip.express, the Customer has the right to decline boarding or check-in prior to service consumption, document the discrepancy, and immediately contact our 24/7 Operations Desk at +84 888 724 777. Trip Express will intervene immediately to arrange an equivalent or upgraded replacement at zero extra cost, or process a full 100% refund to the Customer.
Clause 5: Remedies for Delayed Delivery or Unfulfilled Issuance
Pursuant to Clause 2, Article 33 of Decree 52/2013/ND-CP, if an E-Ticket or E-Voucher is not received within the timeframe specified in Clause 3:
- Customers may contact Trip Express via +84 888 724 777 or Live Concierge Chat for immediate voucher re-dispatch within five (05) minutes.
- If issuance delay or non-fulfillment results from sudden Supplier overbooking or operational unavailability, Trip Express will notify the Customer promptly and offer the choice of: (a) Re-accommodation onto an equivalent or superior schedule or Supplier at no additional cost; or (b) Immediate order cancellation with a full 100% refund initiated within twenty-four (24) business hours.