Question 1

How can I book a ride with TravelThru?

Accepted Answer

You can book directly through our website by entering your pickup and drop-off details, selecting your preferred vehicle, and completing payment. For group or corporate bookings, please contact our Customer Service Team for assistance.

Question 2

What if I have more luggage than allowed?

Accepted Answer

For safety reasons, please do not exceed the luggage allowance for your booking. If you expect to travel with extra bags, arrange for a larger vehicle or an additional one. Drivers may refuse the trip if baggage exceeds the agreed limit, and extra luggage may incur additional charges.

Question 3

What services does TravelThru provide?

Accepted Answer

We offer a wide range of travel and transportation services, including:
- Airport transfers
- Point-to-point rides
- Chauffeur services
- Group bookings
- Corporate travel solutions
- Concierge & VIP service
- Fast-track airport assistance
- Tours
- eSIM
More details about each service are available on our website.

Question 4

How do I modify my booking?

Accepted Answer

Please contact our Customer Service Team to make changes. Requests within 24 hours of pickup are subject to vehicle availability.

Question 5

Can I cancel my booking for free?

Accepted Answer

Yes — complimentary cancellation is available up to 24 hours before your scheduled pickup.

Question 6

How do I receive booking confirmation?

Accepted Answer

Your booking details will be sent to both your WhatsApp (or Zalo) and email shortly after payment.

Question 7

How far in advance should I book?

Accepted Answer

We recommend booking at least 24 hours in advance to secure your preferred vehicle.

Question 8

What if my destination address is not listed on the website?

Accepted Answer

Please contact our Customer Service Team. We will confirm if the location is within our service area and assist with your booking.

Question 9

How can I get my driver’s details?

Accepted Answer

The driver’s name and phone number will be sent to you 24 hours before your pickup via WhatsApp or Zalo. Or you may contact our Customer Support Team to obtain the information directly.

Question 10

How long will my driver wait?

Accepted Answer

For airport pickups, we provide 60 minutes of complimentary waiting time from your actual landing time. For other pickups, the complimentary waiting time is 20 minutes from the scheduled pickup time.

Question 11

What happens if my flight is delayed?

Accepted Answer

For delays of less than 3 hours, TravelThru will continue to monitor your flight and adjust the pickup to the new arrival time.

For delays of more than 3 hours, TravelThru will need to check driver availability. In such cases, the trip may still be arranged, but additional charges could apply.

Question 12

How will I recognize my driver?

Accepted Answer

For airport pickups, your driver will be waiting at the designated meeting point holding a sign with your name (or company/group name). You can request a specific name or logo for the sign when booking.

After completing your booking, TravelThru will send you a confirmation message via WhatsApp, SMS, or Zalo. This message includes a booking link containing all trip details, including pickup instructions. Please check and click the link to receive the latest information.

Question 13

What is included in the fare?

Accepted Answer

Our fares include all taxes, tolls, and parking fees unless otherwise stated at the time of booking.

Question 14

What payment methods are accepted?

Accepted Answer

We accept major credit/debit cards and selected digital wallets (availability may vary by location).

Question 15

I was charged twice — what should I do?

Accepted Answer

Please contact our Customer Service Team with your booking reference and payment details. We will investigate and arrange a refund if applicable.

Question 16

What if my driver doesn’t show up?

Accepted Answer

Contact our Customer Service Team immediately for assistance.

Question 17

How can I contact TravelThru customer service?

Accepted Answer

We’re available 24/7 via hotline, WhatsApp, and email:

- US: +1 (415) 855-3868 (WhatsApp available)
- UK: +44-74-8888-0186
- Singapore: +(653) 138-1353
- Viet Nam: +84-77-855-3868

Email: support@travelthru.com

Question 18

How do I send feedback or make a complaint?

Accepted Answer

Send feedback to support@travelthru.com. For complaints, email npu@travelthru.com so our dedicated team can review and respond promptly.

Question 19

Can I request a child seat, accessibility support, or pet transport?

Accepted Answer

Yes — you can add these requests when booking. Additional charges may apply. If your booking has already been completed, you can contact our Customer Support Team for assistance. Alternatively, check your confirmation message (sent via WhatsApp/Zalo/SMS) and use the Special Request form in your Booking Details link to submit the information.

Frequently asked questions