After hours of phone calls, Thao reached out to a local contact  -  also a railway employee  -  who lived near the stranded station. Together, they devised a plan. The contact arrived on a motorbike and transported the couple along safe, partially flooded rural roads to reach Phu Cat Airport by the morning of November 20.

Thanks to Thao’s calm leadership and decisive action, the two tourists arrived safely and in time for their connecting flight home.

Thao said she was happy to help, believing that any Vietnamese or railway staff member would have done the same in such a situation.

“Our job isn’t just to serve passengers on board, but to accompany and support them in difficult times,” she shared. Thao and her husband have both worked for the Hanoi Railway Attendant Unit for over 15 years, dedicated to Vietnam’s transnational railway journeys.

One of the tourists, Romain Labat, said he was deeply moved by Thao’s warmth and sense of duty. Despite the unpredictable conditions, he noted that the railway company provided clean facilities and sufficient food throughout the delay.

Vietnam Railways offers free refunds for flood-affected routes

Starting November 18, Vietnam Railways suspended many train services to ensure passenger safety during the floods.

Passengers affected by delays, route disruptions, or cancellations due to natural disasters are allowed to return tickets online without any fees.

The online system will automatically process refunds to the original payment accounts. To ensure successful processing, passengers are advised to input accurate details, including phone number, email address, and booking code  -  which are essential for verification and refund approval.

Linh Trang