We booked a bus to go from Hanoi airport to Ninh Binh with Bookaway.com and got an email confirmation. We got to the airport early and set out to find the pickup location. After asking and looking for the location we called the bus company to confirm pickup location. They said they had no buses running that day. So the confirmation was an error by bookaway.com. we had to hire a taxi to take us to Ninh Binh at a much higher rate. Contacted bookaway.com for a refund for the bus ride that did not exist. They refunded the bus cost but kept a service fee for all the work they did for a nonexistent bus. After quite a while they replied that they would not refund the service fee as they had to pay someone else money for this and they incurred some costs as well. Quite an excuse for such an error, taking no responsibility for their mistake and telling me we have to share the losses for what was most definitely their mistake. So they want people to pay a service charge for absolutely no service at all. Very poor customer service in both the nonexistent bus and failure to take responsibility for their error. If you use them and something goes wrong you will pay for it. Find a more reliable company.