These five come up more than any others before people click book — compiled from real messages across Zalo, WhatsApp, Messenger, Telegram and Instagram. If someone asks, they are not yet sure, so here are the answers, verbatim from the rules in force, rather than making you message us and wait.
1. Do children travelling with us need a ticket?
The dividing line is one metre in height, not age. This is the most commonly misread rule, because many other services go by age.
- Child policy Under 1 m: free of charge, seated with the parents, no separate seat. From 1 m: a separate seat must be purchased at the adult fare. High-speed ferry routes follow the operator's own age-based fare table (child ticket for ages 6-11).
2. Does the bus collect from the hotel, or do we go to an office?
There is a free shuttle, but it comes with a condition. Read this one before booking: it is the most common reason people end up waiting for a vehicle that never arrives.
- NOTICE ON THE FREE PICK-UP / DROP-OFF SERVICE Dear valued customers, To make sure vehicles are arranged properly and the schedule is kept, please note the following rules for our free shuttle service:
- Eligibility The shuttle service applies only to bookings of 02 passengers or more. The shuttle service does not apply on public holidays and Tết, or in force-majeure situations such as traffic congestion, bad weather, natural disasters, road incidents or other objective factors affecting the operator's schedule.
- Confirming pick-up / drop-off details For tickets that include free pick-up/drop-off within the supported area, our operations staff will contact you up to 02 times before the departure date to confirm the pick-up location and time. If the contact details you provided are incorrect (phone number, email or messaging apps), or you do not reply after 02 contact attempts, the free shuttle service will be cancelled. In that case, please come to the operator's fixed pick-up point (the office) on time so your trip is not affected.
- When the operator declines the shuttle service Pick-up/drop-off is a free supporting service offered for your convenience and is not a compulsory service.
3. Can I still book close to departure?
You can, but there is something you need to do yourself straight after booking.
- NOTICE FOR LAST-MINUTE BOOKINGS For tickets booked within 12 hours of departure, please contact the operator to confirm your ticket right after the booking is completed. Confirming lets the operator check your booking status, arrange the vehicle and support the shuttle service (if eligible), so we can serve you at our best. Thank you!
4. How much luggage can I bring?
There is a specific limit by case size and weight — it is not “up to the driver”.
BAGGAGE RULES
- Baggage allowance Each passenger may bring 01 checked suitcase, no larger than a size-24 suitcase (medium), approximately 60cm x 40cm x 25cm. Total baggage weight must not exceed 20kg per passenger.
- Carriage rules The operator does not carry oversized or overweight baggage and suitcases, or any item that cannot be stowed safely in the luggage hold. Passengers are responsible for their own cash, personal documents and valuables. The operator is not liable for items left inside suitcases or checked baggage.
- Passenger responsibility Passengers must comply with the operator's baggage rules. The operator may refuse carriage, with no ticket refund, if the baggage and suitcase rules are breached.
- No pets on board (if you must travel with one, please notify our operations team in advance so we can check and assist).
5. Can I get a refund if I cancel?
Yes, on three tiers. Every tier counts from departure time, not from when you booked.
OPERATOR'S TICKET CANCELLATION & REFUND POLICY
- Cancelled 48 hours or more before departure — 100% of the ticket value refunded.
- Cancelled between 24 and 48 hours before departure — 50% of the ticket value refunded.
- Cancelled within 24 hours of departure, or no-show at the pickup point — no refund.
- Refund processing time — an estimated 07–14 working days (excluding Saturdays, Sundays and public holidays/Tết).
The answers below are taken verbatim from the rulebook running on the Go365 system, updated 15 September 2026. The booking pages, the PDF voucher and the confirmation email all read from the same source.
Question about a specific trip?
Call the Go365 operations desk on +84 789 9000 77 or message on Zalo. A person answers, not a bot.
Frequently asked questions
Do children under one metre need a bus ticket?
No. Children under one metre travel free, seated with their parents and without a seat of their own. From one metre up, a separate seat must be bought at the adult fare.
Travelling alone — will the bus collect me from my hotel?
No. The free shuttle applies only to bookings of two or more passengers, and not on public holidays or during events outside anyone's control. Travelling alone and wanting door pickup means booking a private vehicle.
What should I do if I book within 12 hours of departure?
Contact the operator as soon as the booking goes through, to confirm the ticket. That lets them check availability and arrange the shuttle if you qualify.
What is the luggage allowance?
One checked case per passenger, no larger than a size 24 — roughly 60cm x 40cm x 25cm — and no more than 20kg in total. Cash and personal documents remain your own responsibility.
How much do I get back if I cancel?
Cancel 48 hours or more before departure for a full refund; between 24 and 48 hours, 50%; within 24 hours or a no-show at the pickup point, nothing. Refunds take 7 to 14 working days.