Vietnam Rail

Hello, I would like to submit a formal complaint regarding the conduct of a train attendant on train SE1 from Hanoi to Hue, departure 16 October 2026 at 21:45, coach 10. Shortly before arrival in Hue on 17 October, the attendant spoke to us in a rude and disrespectful manner and forced us to leave our compartment and wait near the exit before the train arrived at the station. At the same time, other local passengers were still allowed to remain seated in their compartments. We had purchased a VIP 2-berth compartment and expected professional and equal treatment throughout the journey. The situation made us feel uncomfortable and singled out. Please investigate which staff member was responsible for coach 10 on this train and provide feedback regarding the result of the review. Thank you.

The train was relatively comfortable and the ride was on time. The train lacked a digital information system. Also, the seats although comfortable tilt back so much that my beverage fell on me as the passenger in front of me tilted his seat almost to a flat position and the angle of the tray just followed 😅 It gets 4 stars just because of what the Vietnamese standard is.

Comfortable train ride. Food and drinks are available on the train.

Terrible.worst trains in all of S.E Asia.I feel sorry for the people of Vietnam for having to accept this as a serious form of transportation. The train staff do all they can with what they have and are the shining light in this otherwise miserable environment.the carriages were filthy though out and even simple components like the seat trays are in an absolute state.as the journey progressed more and more people were falling ill to the unserviced air conditioning including children.

It was a lovely trip. We were lucky te be able to keep the booth to ourselves. Shortly after departure the train gently rocked us a sleep. The staff was professional and friendly.

Very clean and well taken care of. Got a good night's sleep. The staff were attentive and helpful

The train ride was great for me. I am not sure about others. The train is noisy mind you. This isan old train not a modern train. So you will hear noises and feel the shakes. But I liked it and dont mind. Toilet is clean and the bed was okay with me.

Comfortable compartment and staff were very good from helping me aboard to food and soft drinks. I travelled from Da Nang to HCMC and it was a great experience that I would happily recommend others to try.

The beds were incredibly hard, but the train ran relatively smoothly, apart from the constant honking, but that didn't bother me personally. The views early in the morning were fantastic and the people were very kind and accommodating. It gets very cold on the train, so pack your scarf and let's go ;) best wishes, Luisa I didn't use 12togo's support, so I can't really give it any stars.

It was really nice and beautiful. The food was really good but the conditioning air it’s too cold for me. I will repeat for sure!

Train is pretty old and worn but ran fine.

There was music playing outloud by the staff. There were water running in the carriage. There was someone smoking in the carriage.

There was a noise all the night that we cannot sleep wel

Can’t choose seats so was assigned into economy class even though there was plenty of space on the rest of the train. Dirty and uncomfortable

The train was so loud since the automatic doors that close off the railway carrage were constantly open. And the train took sooo long for just 250km. I should’ve taken a grab instead..

We had 2nd class sleeper berths. Ok for our trip of 9 hrs. Better than soft seat sit up. A lot more expensive but for us Australians it was worth it

Overall everything was great, I just would’ve helped if all the stops were clearly listed somewhere.

Soft Seats were very comfortable. Views amazing

The train was awesome

Very clean. Safe, private. Views were awesome and so was the food. Please add wine in the food cart

Happy I chose to travel by rail and not by air

Staff were quite rude and so unhelpful, the food on the train was some of the worst we’ve had in Vietnam

Valuew for money, cigarette smell coming into our room from people smoking outside, used bed cover.

Valuew for money, cigarette smell coming into our room from people smoking outside, used bed cover.

Easy to use - Find your destination and starting point and the options appear for you to select

Too expensive for the service, the manager of the wagon was pushing for us to spend more to get a cabin private (we were in a 4 seats/dormitory) compartment i believe he was looking for cah for himself, bossing around on every move we made. compartment was too cold with non possible control of temperature, just less power or more power… restaurant tables were dirty…really bot the experience we were looking for

The bed was very uncomfortable and felt as hard as concrete or wood. The ride was also very bumpy, and the bed was quite small, which made it difficult to get a good night’s sleep. In addition, both the cabin and the toilets were very small and not particularly clean.

Perfect, communication, driver was on time and pick-up / drop-off location as communicated. Very new and comfortable limousine with massage seat :) The drive was relaxing and I felt safe.

Very dirty train with cockroaches

The staff were great and friendly. Onboard meals was good in a reasonable price. However 6beds in a cabin isnt a good idea for me. Cant sit, not spacious, a bit uncomfortable.

Journey was nice. Good Train experience. But if you receive seats on the right side of the train, your view isn’t that nice. Sitting on the left side you have an amazing view.

Seat 25 in carriage 2 would not lock into the upright position. It would default to the fully reclined position. It was impossible to sit up without it falling back.

Travel by train is our favourite mode of transport and 12Go made it easy to book and pay in advance. It would have been even better if a menu showing what food and drink was available and the cost.

Great experience, easy to navigat, no confusion on where to go, plenty of snacks available on the wy

Operator made us wait as early as 1140 for a 1200 schedule. Turns out we were last to be picked up, so we ended up in the front seats (less comfortable than the plush seats at the back, but nice view). However the nice view also allowed observation of the driver, at some point in the journey (at least 30 minutes, between 1PM - 2PM) a friend of his (likely a driver), called (could hear traffic in the background), then continued with SMS messaging. While the driver is skilled, this is still dangerous as there were times he was texting with both hands, and distracted for a few seconds. No hard brakes or near misses but still a dangerous situation which should call for the driver to be reprimanded that safety is more important than his social chatter with his friend. Also, when the limousine van arrived in Hue, we were transferred to another vehicle (a pickup) for the last 1 km (which I don't understand the reason why) which was IMO unnecessary although the delay was just for a few minutes.

I didn’t had the best view from where I sat

Good seats, on time, airco and great views. On top, they came multiple time with good and drinks

It was a nice train ride.

Train very slow

Easy to book. An md trust

It was a wonderful Train Trip, thanks , I can recommand it to everybody

Toilet smelt, roof leaking quite bad onto the floor and peoples bags, conductors very loud and rude. Seat broken But that’s Vietnam

It was a really comfortable and beautiful trip for us. We are currently our honeymoon and makes it perfect! We bought a 2 bad vip cabin and its rella worth it!

Options given weren’t the best.

Great! The train was on time to arrive and arrived at my destination on time as well. The staff member in my carriage (5) was great. He remembered my stop and came to get me when we almost arrived. This was great because the English loudspeaker in the train announcing the stops was extremely quiet, and I don’t speak Vietnamese. Vietnamese woman with food carts came by often. The bathroom was clean. I booked a level 1 (lower bunk) 4 bed compartment which was spacious enough, had a pillow and blanket and power outlets. No other passengers had booked the berth I was in so I had the room to myself which was great! Only downside I would say is there were a few children running up and down the carriage screaming, they were just playing and having a good time, but would’ve been helpful if staff managed that better as it was a long train ride!

The train was

Easy fast booking

I really enjoyed the experience but the beds were very hard and the toilets could do with an upgrade. The service was good and everything was straight forward.

The overall journey was quite comfortable. The train staff and facilities available were very good

Buying the ticket was straight forward, the only thing I didn't like was the insurance was automatically charged, and I didn't realize until I paid, this should not be added, there should be an option to add, with no insurance to start with, not remove insurance, this is very deceptive. The train journey was very good.