Where can I find and view my tickets?
Once your booking is confirmed and tickets are issued, sign in to the Flane account used for the booking and open Orders to view the details and electronic tickets. You may save or download tickets where that option is available; email may also be sent as an additional convenience, so check your spam folder if needed. Include your booking reference when contacting support so the team can find your order quickly.
Do I need to print my tickets?
Many services accept a QR code or electronic ticket displayed on your phone. Some products require ticket exchange, identification or a separate check-in procedure, so read the instructions in your order and on the ticket carefully. Open your ticket before the trip and make sure the QR code is clearly visible.
Which languages does Flane support?
Flane supports Vietnamese, English, Korean, Chinese and Russian. Change the language on the website or in the app to view supported content in your preferred language. Some place names, supplier information and text on tickets may remain in their original language.
How do I book a service on Flane?
Find your destination or service, choose the date, package and number of guests, then check your contact and traveller details. Before paying, read the inclusions, exclusions, age or height conditions and product policy. After completing your booking, follow its processing status and find your tickets in Orders in the app.
When will I receive tickets after payment?
Ticket issuance depends on the product and the supplier confirmation process. A successful payment does not always mean tickets have already been issued, so check Orders and the timeframe stated for your selected service. If that timeframe has passed without tickets, email booking@nanotravel.vn with your booking reference for assistance.
Which payment methods are available?
Available methods are shown at checkout for each booking and may include supported bank transfers, cards or digital wallets. Check the total amount, any applicable fees and payment instructions before confirming. For bank transfers, use the exact account information and payment reference provided to help the team reconcile your payment.
My account was charged but the booking still shows unpaid. What should I do?
Open your order again and check the status once the payment provider or bank has finished processing it. If it has not updated, email booking@nanotravel.vn with your booking reference, payment time and receipt or transaction reference for reconciliation. Avoid paying again until the result is clear, and never email an OTP, password or full card details.
How can I correct my email, phone number or traveller details?
Contact booking@nanotravel.vn as soon as possible with your booking reference and the details that need correcting. Changes depend on whether tickets have been issued and on supplier rules; not every ticket allows a name, date or information change after issuance. Always check your details before confirming payment.
Can I change the date, cancel or get a refund?
Changes, cancellations and refunds follow the policy for the selected product shown before payment. Issued tickets generally cannot be changed, cancelled or refunded unless the product policy, supplier rules or applicable law provide otherwise. Missing the service at the specified time may also be treated as a non-refundable no-show; send your booking reference so support can check your exact conditions.
Can I use my ticket on a different date or give it to someone else?
Use your ticket on the date, time and for the guest category stated on the ticket or booking confirmation. Tickets linked to a name, identification document, age, height or specific guest group may not be transferable. Ask support before changing the traveller or service time rather than assuming the ticket will still be accepted.
Can Flane issue an invoice?
Yes. Nano Travel Company Limited supports electronic invoices for service transactions in accordance with applicable requirements and the actual booking records. Request one when booking or email booking@nanotravel.vn with the booking reference, company or purchaser name, tax identification number if applicable, address and invoice email. The team will verify the information and advise on the appropriate issuance time; accurate details help avoid invoice corrections.
How do FP points and Flane offers work?
Eligible accounts and transactions can view offers, FP balances and points history in the app. Estimated points are not necessarily credited as soon as an order is created; credit timing, expiry and redemption limits follow the programme rules that apply. Check voucher or points conditions and the final payable amount at checkout before using them.
Do I need to confirm the pick-up point for a tour or transfer?
Yes. Check the pick-up location and time, guest count, luggage allowance and what your package includes. For airport transfers, provide accurate flight and contact details; for scheduled tours or transfers, read the meeting instructions and arrive on time. Contact support before your service date if the location is unclear or your plans change, so the team can confirm arrangements for your booking.
