Safety & verification
How to know it’s really us
TravelBus sells bus tickets online for travellers in Vietnam. This page explains who we are, our official contact channels, how payment works, and exactly what we will and won’t ask you for.
Last updated 2 November 2026
Who we are
A ticket agent, not a bus company
TravelBus (Vietnam Travel Bus) sells seats on buses, sleeper buses and limousines run by Vietnamese transport companies we have a contract with. We send you the e-ticket and help you on WhatsApp before and during your trip.
The vehicle, the driver and the journey belong to the operator named on your ticket. That is why amenities, luggage rules and cancellation rules can differ from one operator to another. Ask us for the exact refund rules before you book.
- Company
- Trip Tech Solutions Co., Ltd
Công ty TNHH Trip Tech Solutions - Tax ID / business code
- 0402286140
- Office
- 07 Mỹ Khê 3, An Hải Ward, Da Nang, Vietnam
- Website register
- travelbus.vn is registered with Vietnam’s Ministry of Industry and Trade e-commerce portal (online.gov.vn) as an online ordering platform operated by Trip Tech Solutions Co., Ltd (Tax ID 0402286140)
- Selling tickets since
- 2025
- Bus operators
- 300+, each with a contract with us
- Google rating
- 4.7 stars · 1,660+ reviews (as of November 2026)
Official channels
Our official contact channels
- Websitetravelbus.vnThe only place we take bookings and payments.
- WhatsAppMessages and calls answered 07:00–21:00 Vietnam time. It shows as “Vietnam Travel Bus” on WhatsApp Business.
- Phone0943 066 148Hotline, 07:00–21:00 Vietnam time (UTC+7).
- Facebookfacebook.com/vietnamtravelbusNews and messages. We never take payment here.
Another WhatsApp number, a Gmail or Hotmail address, a different website, or a payment link that isn’t on travelbus.vn is not us. Forward it to support@travelbus.vn and we’ll tell you.
Booking & payment
How booking and payment work
- Choose your trip on travelbus.vnEnter the passenger’s name and contact. A few operators also need a passport number; we only ask if yours does.
- Pay on our checkoutCard (processed by 9Pay), PayPal, or Vietnamese bank QR. Your card details go to the secure page of 9Pay, PayPal or your bank. We never see your full card number.
- Get your e-ticket by emailIt names the operator, the pick-up point and your booking code. We can also send it on WhatsApp.
- Message us with your booking codeFor changes, questions or a late bus, write to us on WhatsApp. We talk to the operator for you.
We only confirm tickets paid on travelbus.vn. Paying on the bus or at an operator’s office does not hold a seat. We never ask you to pay to a personal bank account, through a payment link sent in chat, or on any other website.
Passport check
Why we sometimes check a passport
Most bookings need nothing more than payment. A small number do. Stolen card numbers are often used to buy travel online, so when a booking looks suspicious, we confirm that the traveller is who they say they are before we buy the seat from the operator. This protects you if your card is ever stolen.
When we ask
- We suspect the booking may be fraud, or
- the phone number on the booking doesn’t match its country or area code, so it doesn’t fit the rest of your details.
In both cases a TravelBus staff member calls you directly to confirm the booking and to verify your passport with you. We don’t ask everyone.
What we ask for
A photo of your passport photo page with the passport number, date of birth and the two lines of letters at the bottom covered. We only need your name, nationality and photo to match them with the person messaging us.
How we handle it
- We call you ourselves. Any message comes from our official channels (for example WhatsApp +84 812 995 715) and names your booking code and route.
- Only the staff checking your booking see the photo. It is not passed to the bus operator.
- We delete it immediately after verification. We do not store it, and we use it for nothing else.
- Rather not send it? You can decline. We then cancel the booking and refund you in full.
We never ask
What TravelBus will never ask you for
Not on WhatsApp, not by email, not by phone. If someone asks for any of these in our name, it is a scam.
- Your card numberYou type it only on the payment page of 9Pay, PayPal or your bank.
- The security code on the back (CVV/CVC)
- Your card PIN
- A one-time code (OTP) from your bankThat code approves a payment. Anyone asking you to read it out is trying to take money.
- Money to a personal account, or through a payment link in chatWe take payment only on travelbus.vn.
- Your passport number or date of birth in chatWhen an operator needs a passport number, you enter it in the booking form.
- Passwords, screen sharing or installing an app
About card photos. In some past cases our staff asked a customer for a photo of a bank card. We have stopped this completely and no longer ask for card photos. Whatever the form, we never need your full card number, the CVV, the PIN or a one-time code, so never send those. If you are asked for a card photo and you are unsure, check with us first through the official channels above.
Something wrong?
If you see a charge you don’t recognise, or someone pretends to be us
- Stop replyingDon’t send more information, photos or codes.
- Call your card issuerUse the number on the back of your card. Ask them to block the card and dispute the charge.
- Write to support@travelbus.vnSend your booking code if you have one, the date, the amount and screenshots of the messages. Never your card details.
- We look into itWe reply within 12 hours. If the charge came from TravelBus and it was wrong, we refund it.
On WhatsApp you can also tap the contact’s name → Report to flag a fake number.
Cancelling
Cancelling or changing a ticket
Each bus operator sets its own cancellation and change rules, so the refund amount and the deadline depend on the operator on your ticket. Ask us for the exact refund rules before you book. TravelBus does not promise a refund the operator does not give.
To cancel or change, message us on WhatsApp with your booking code. We handle it with the operator and tell you the exact refund before anything is cancelled. Refunds or changes that you request are not available on public holidays and Tết. This does not apply when the operator cancels your trip: then you get a full refund or another trip.
If the operator cancels your trip, puts you on a lower-class vehicle than you paid for, or charges you extra on board, tell us straight away. We refund you in full or move you to another trip.
Your data
Your personal data
- What we keep: the passenger’s name, email and phone or WhatsApp number, and a passport number only when the operator requires it.
- Who we share it with: we share your details only with the bus operator and the providers needed to process your booking (payment and email).
- Card details: handled by 9Pay, PayPal or your bank. We don’t store them.
- Verification photos: deleted immediately after verification. We don’t store them.
- See or delete your data: write to support@travelbus.vn. Full details in our Privacy Policy.
Questions
Common questions
Are you the bus company?
No. We are a ticket agent. The bus, driver and timetable belong to the operator named on your ticket. We book the seat, send the ticket and help when something changes.
Is TravelBus the same as “Viet Nam Travel Bus” in Da Nang?
Yes. “Viet Nam Travel Bus” on Tripadvisor, 12Go and Bookaway is the same brand as TravelBus, run from our Da Nang office (Trip Tech Solutions, Tax ID 0402286140).
Its reviews are about trips booked through us and run by many different bus operators, and some of them are older. Where a review was about a changed bus, a changed pick-up point or a refund, we took it seriously. Since then we are removing the old “free cancellation” wording and we answer refund questions before you book, and we have written down on this page exactly what we will and won’t ask you for.
Why did the operator change my bus or pick-up point?
Operators sometimes swap a vehicle after a breakdown, merge two departures, or move a pick-up point because of local traffic rules. It is their decision. Operators may contact you directly about changes to your trip (we give them your phone number and email). If we hear about a change first, we pass it on to you.
If the replacement is a lower class than you paid for, or the operator asks for extra money on the bus, tell us at once. We refund you in full or move you to another trip.
How do I know a WhatsApp message is really from you?
It comes from +84 812 995 715 and mentions your booking code and route. It never asks for card details or codes. If you’re unsure, email the booking code to support@travelbus.vn and we’ll confirm.
Is my trip insured?
Yes. Coach trips are covered by the operator’s mandatory passenger insurance.
Do you offer free cancellation?
Not as a blanket rule. Refunds follow the operator’s rules shown on each trip. If you saw “100% refund within 48 hours” somewhere, that was older wording and no longer applies.
Why do review sites show different ratings for you?
Our own rating is on our Google Business Profile, “Việt Nam Travel Bus – Head Office, Da Nang”: 4.7 stars from 1,660+ reviews (as of November 2026). Other sites show copies taken at different times, or reviews of other trips booked through us and run by other operators.
Read the Trust & Safety White Paper · the full account of how we handle bookings, payment, verification and complaints.
Still unsure? Ask a real person.
Send us your booking code and we’ll confirm whether a message, a charge or a ticket is ours.
TravelBus is a ticket agent. Trips are run by the operator named on your ticket.