Frequently Asked Questions (FAQs)

Booking and Reservations

1. How can I make a booking with Lina Travel?
You can book our Tours, Halong Bay cruises, or Transfer services:

  • Online through our website.
  • By emailing sales@linatravel.com.
  • In person at our office: 65 Nguyen Van Cu Street, Long Bien District, Hanoi, Vietnam.

2. How will I know my booking is confirmed?
Once your deposit or full payment is received, we will send a confirmation email within one working day. If immediate confirmation isn’t possible, we’ll notify you of the booking status. A service voucher will be issued upon full payment, delivered directly or via email.

3. Can I change or cancel my booking?
Yes, but changes or cancellations are subject to our cancellation policy (see below for details). Please notify us via email at sales@linatravel.com. If a booked service is unavailable, we’ll offer an alternative of equivalent quality or a refund if you don’t accept the alternative.

Payments

4. What payment methods does Lina Travel accept?
We accept:

  • Credit/Debit Cards via 9PAY (UnionPay, Visa, MasterCard, JCB) with a 3% service fee.
  • Bank Transfer to:
    • Account Name: Lina Travel
    • Account Number: 112002945287 (VND)
    • Bank: Vietnam Joint Stock Commercial Bank for Industry and Trade
    • Bank Address: 159 Thai Ha Street, Lang Ha Ward, Dong Da District, Hanoi, Vietnam
    • Branch: Dong Da
    • Swift Code: ICBVVNVX126
      Ensure accurate details and cover all bank charges, as these are borne by the remitter.

5. Is a deposit required?
Yes, a deposit of 30% of the total cost or full payment may be required, depending on the service. Your travel consultant will confirm the amount during booking. A confirmation invoice will be sent within 24 hours of receiving the deposit.

6. When is the final payment due?
The due date for the remaining balance depends on the service booked and will be confirmed by your travel consultant.

Cancellations and Refunds

7. What is the cancellation policy for Tours and Cruises?
Cancellation fees vary by service and supplier. Below is our general policy for FIT clients (group bookings have separate conditions):

  • Tours (3+ days):
    • More than 60 days before arrival: Free
    • 30–59 days: 30% of total rate
    • 15–29 days: 50% of total rate
    • 7–14 days: 70% of total rate
    • Less than 7 days or no-show: 100% of total rate
  • Halong Bay Cruise:
    • More than 30 days before check-in: Free
    • 11–30 days: 30% of total rate
    • 7–10 days: 50% of total rate
    • Less than 7 days or no-show: 100% of total rate
  • Short Tours (1–3 days):
    • More than 7 days prior: 10% of total rate
    • 4–7 days prior: 50% of total rate
    • Less than 3 days or no-show: 100% of total rate
      Special conditions for hotels, cruises, or peak seasons will be confirmed via email. All cancellations must be submitted via email to sales@linatravel.com.

8. Are refunds available for unused services?
No refunds or exchanges are provided for opting out during a tour or for unused portions of a tour.

Children’s Policy

9. What is the pricing for children?

  • Cruises: Each cruise has its own child policy, detailed in the cruise information.
  • Tour Packages:
    • Infants (<4 years): Free, except for domestic flight tickets.
    • 4–11 years without bed: 50% of adult rate.
    • 4–11 years with extra bed: 75% of adult rate.
    • 4–11 years in twin share: 90% of adult rate.
    • 11+ years: Full adult rate.
      Maximum one child discount per couple sharing a twin/double cabin.

Services and Quality

10. What happens if a booked service is unavailable?
If a service (e.g., transportation or accommodation) is unavailable, we’ll provide an alternative of equivalent quality and notify you as soon as possible. If you don’t accept the alternative, we’ll refund your deposit.

11. Does Lina Travel guarantee the quality of its services?
Yes, we carefully select partners and regularly inspect our services to ensure a comfortable experience. If our services don’t meet your expectations (except due to uncontrollable factors like weather), we’ll investigate and offer compensation for valid complaints.

12. What is the Price Guarantee?
If you find a lower price for the same service (same conditions) online after booking, we’ll match the difference, provided the claim is submitted before payment or within one day after payment. The lower price must be publicly available online, not via email or private offers.

Insurance and Liability

13. Do I need travel insurance?
Yes, all passengers are required to have full travel insurance. Lina Travel is not liable for loss, injury, or damage due to delays, accidents, natural disasters, political actions, or unrest.

14. What if there are changes to my itinerary?
Changes to airline schedules or local conditions may affect accommodations or itineraries. We’ll provide a suitable alternative of similar value, and participation in any tour implies agreement to these conditions.

Website and User Contributions

15. Can I submit reviews or feedback on the website?
Yes, our website may include interactive features for submitting reviews or messages. These contributions are not confidential, and by submitting them, you grant Lina Travel a royalty-free license to use, modify, or distribute them. Contributions must be legal, accurate, and appropriate.

16. How does Lina Travel handle copyright issues?
We take copyright seriously. If you believe content on our website violates your copyright, contact us at sales@linatravel.com to request removal.

17. Is the information on the website reliable?
Information on our website is for general purposes and may not be complete or up-to-date. We’re not responsible for its accuracy or the results of its use. You’re responsible for actions based on our website’s information.

Contact Us

18. How can I contact Lina Travel for further assistance?
Reach out to us at:

  • Email: sales@linatravel.com
  • Address: Lina Travel, 65 Nguyen Van Cu Street, Long Bien District, Hanoi, Vietnam

We’re here to help you plan a seamless and enjoyable travel experience!