Southeast Asia Bus Booking Online: Questions I Struggled With as a First-Timer

I once spent a good 30 minutes staring at my phone at the bookshop counter, trying to book a bus from Chiang Mai to Luang Prabang. A customer asked, "What are you looking at so intently?" and I sheepishly put my phone down. The truth was, I'd been stuck on the payment screen. I knew overland travel in Southeast Asia is much cheaper than flying, but when I actually tried to book a bus, every app was different and the information was scattered all over the place. I fumbled my way through it, and here's what I learnt, organised as a Q&A.

Which apps should I install?

Different platforms dominate in different countries. For Thailand, 12Go had the best English support and the most routes, making it the safest bet. For the Laos and Vietnam legs, there were quite a few local buses not listed on 12Go; for Vietnam, a local app called Vexere came in handy. For Laos, online booking just doesn't work for many routes. Showing up at the bus terminal the day before and buying a ticket in person was the most reliable option.

One tip: don't install too many apps. I got curious and installed about five, only to be buried in notifications that made things even more confusing. If you're mostly in Thailand, 12Go is enough. If you're mostly in Vietnam, Vexere alone will do.

My payment keeps failing. What do I do?

This was the most stressful part. Cards issued in India frequently get blocked for overseas online payments. I tried my debit card first and failed three times in a row, then finally switched to a card that supports international transactions and got through. 12Go accepts credit cards and PayPal, but Vexere defaults to linking a local bank account, so foreigners need to specifically look for the credit card option.

The most reliable workaround was going to a travel agency near my accommodation and paying a small commission (usually around ₹150 equivalent) to have them book it for me. Don't let pride get in the way. If the app won't work, just head to a travel agency. I used this method at an alley travel shop in Hanoi's Old Quarter to grab a sleeper bus to Sapa, and they even picked my seat for me, which was actually more convenient.

Sleeper buses: can you actually sleep on them?

I took my first sleeper bus on a Vietnam overnight route. Instead of regular seats, you get reclining bed-like pods. I'm on the shorter side, so it was fine for me. The air conditioning, however, was blasting, and it was freezing without a blanket. I'd read somewhere that you should bring a thin shawl, and I regretted ignoring that advice. For long routes (six hours or more), a light jacket matters more than a neck pillow.

How do I book buses that cross borders?

For international routes (Thailand to Laos, Vietnam to Laos), some show up on apps and some don't. I found an international bus to Vang Vieng on 12Go and booked it, but in reality, you get off at the border, go through immigration on your own, and then board a different vehicle on the other side. The app description did say "transfer at border" in small print. I just hadn't read it.

When crossing the border, you'll need visa fees (around ₹3,000 equivalent for a Laos visa on arrival) and passport photos, so prepare those in advance. I forgot to bring passport photos and had to rush to a photo shop next to the border checkpoint, where the price was double what it costs in town.

Can I cancel and get a refund?

12Go gave refunds (minus a processing fee) for cancellations made at least 24 hours before departure. Vexere's cancellation policy varies by bus company, so you need to check before booking. I accidentally booked the wrong bus to Hoi An and cancelled. One company gave a full refund, while another only returned 50%.

Even when I'm sorting through inventory at the bookshop, I sometimes find myself opening the app, curious about the next travel route. As I write this, I'm already quietly searching for my next itinerary. A minivan from Chiang Mai to Mae Hong Son. I should check if that's available to book.