Pickup was an hour later than advertised and after confirmed. Vehicles smelled like cigarette smoke and they had 10 people packed in a 8 seater van(2 babies on laps). Seats were comfortable enough but based on the entire experience I would not use this company again.
We were checking in by Viet who told us there is no such booking made. Then he found it but said that there is a problem with checking in luggage but then continued to weigh it. Then he said that I didn’t include my second name on the ticket and I have to go to customer desk to fix it. At the customer desk lady told us that she got information that our booking doesn’t exist and asked what help we needed. I showed her confirmation from 12Go.asia and then she said I have to pay extra to change the name which I did. With the receipt we went back to Viet where we waited for him to finish dealing with other passengers only to find out that our checking bags are not included and that we have to go back to SAME customer service desk to fix it.
We went back to same lady, paid again (over 600k) and again waited to go back to Viet who had our passports.
I understand the problem with not including second name (although other airlines did not have issues with it) and baggage policy which clearly we misunderstood but going back and forth was very unnecessary and stressful.
We had a hard time with this flight. Arrived at the airport we were asked 900,000 vnd more, for checked baggage, while we had paid on the site, and they appear on our reservation.
At the counter, they pretended not to understand us and we could not leave without our luggage. So, we had to pay
They are real thieves!!!