FAQ: Support

How can I contact 12Go?

Please search our support articles using the search bar on the page and see if your question is already answered.
We do not have any hidden trips; if your preferred option is unavailable on the website, it either means we don’t currently provide that specific service or the depletion of seat quotas.

To contact us directly, please click the “Open support case” below any article. Enter your booking number and email address, or choose the “I don’t have a booking number” option.
The support form can also be used to cancel your bookings and download vouchers. To view the list of your bookings, please log into the system.

Important! If you are currently experiencing an issue during the trip (e.g. you are not picked up by the driver, you have missed your ferry, etc.), the best way to try to solve it is to call the telephone numbers provided in your voucher.

How do I cancel my ticket?

Each operator has its own cancellation rules which are displayed during the booking process.

To cancel your booking, please log in on the website and press the Refund button on the ticket in your profile.

In some cases when the booking is not refundable, we can still request a partial refund from the operator.

Please contact our support team at least 48-96 hours before the departure time.

I cannot pay or have canceled/failed payment

In case you have issues with the payment, please try the following steps:

1. Update your browser. It could be that you use an out-dated browser or operating system that is not supported anymore. You can simply try a different device (PC, laptop, mobile phone, tablet) or switch to a different browser (Chrome, Safari, Firefox, etc.). Do not use proxy servers or VPNs.
2. Call your bank. The payment system may try to check the validity of credit cards. They will deduct approximately $1 from your card and refund it immediately. Two transactions from an Asian country in such a short time are considered suspicious by some western banks and payment gateways, so for safety reasons, your card gets automatically blocked for online payments in Thailand. This is inconvenient, but it is for your safety. A call to your local bank can usually fix the issue.
3. Try another card or use another payment method (PayPal). It could also be that your card is simply not accepted by the payment system. In that case, you can easily try another credit card. If it still does not work we recommend using PayPal as a safe payment gateway, or other payment options that might be available on the website. PayPal accepts most credit cards. Another benefit of PayPal is that refunds can be done instantly, while refunds to credit cards may take up to 30 working days. We do refunds immediately, but the banks and payment gateways allow themselves that long for the processing.
4. Make sure you have your phone with you for 3ds security check. If your bank has 3ds protection, you will receive the code on your phone. If you don’t have your phone with you or you currently have another SIM card, there is nothing we can do. Try another payment method or a card from another bank.

How do I change the trip date?

Please see the conditions that come with your particular ticket. If the operator’s conditions are met, we are happy to help. Please contact us as soon as possible and we will do our best to change your ticket, usually for a small fee. Such fees are for the service we provide changing the ticket for you. After the service was provided the fees can not be refunded anymore, even if the operator cancels the new departure.

Some operators allow changing the trip date right through our system; in other cases, you may need to contact us. There are operators, though, who treat changing of the date as a cancellation and purchasing a new ticket; it can be costly.

There is a “flex” option available at checkout for some bookings which serves as a date/cancellation insurance. With this option included, we will change or cancel your ticket in any case (provided there are seats available for the new date).

I did not get my ticket

The tickets are sent to your email address when they are confirmed by the operator. In some cases, it happens instantly. In others, it takes time. If the confirmation is not instant, some operators may confirm bookings only several days in advance, so if you booked months in advance confirmation may come later on.

If you do not get any confirmation email after completing your booking, please do the following:

• Check that your route has a badge that reads “Instant”. If it does not, the confirmation will be made later;
• Check your spam folder;
• Check if you have received the payment confirmation to your email. If you have not, it is possible that the booking was not made at all;
• Check if you have provided the correct email address.

Sending out the tickets is an automated process. If you think you might have made a mistake in your email address, please let us know by opening a support case.

Do I have to print out anything?

It depends on the operator, but yes, you need to print the voucher in most cases.

We do recommend printing the voucher even if the operator accepts the screenshot. The first page of the voucher contains a map, the address in the Thai language for your taxi driver and the contact number for your booking, which could help you in the emergency situation.

In case you are traveling by the Thai railways, there is no need to print out the voucher.
You can show a screenshot or tell us your booking number when you pick up the tickets in our office or in Bossotel in Chiang Mai.

SeaTran Discovery Ferry requires a printout of the voucher only on few stations in the Western part of the country. Their main counters accept screenshots as well.

I made a mistake with my email address

If you registered with an incorrect email address we can not contact you. In the best case, we will get a notification and the mistake is so obvious (like gnail instead of gmail, hottmail.com, or petre instead of peter) that we can correct it and send you your payment confirmation and vouchers. If you try to log into your travel account on the website you simply need to ‘reset password’ and you will receive a password that allows you to log in again.

If we can not figure out your correct email address we will try to reach you by SMS. Please make sure that you have entered the correct number with the right country code.
If we do not get a notification that our mail to you bounced back you need to contact us via the support form below.

How much luggage can I bring with me?

Your luggage should be reasonable. Avoid high weights and volumes. A backpack/suitcase and some hand-carry is fine, a sofa, washing machine or fridge does not fit in the bus or is too heavy. In case you plan to travel in a mini bus with more luggage you can keep on your knees or under your seat in a minivan you have to book an additional seat for your bags. Airlines have luggage restrictions that need to be followed. If you have more luggage than you are allowed, the airline might ask you to pay (a quite expensive) fee per kilo.

The ticket is not bookable – why not?

If you see a connection, but there is no green button to pay for it, then the connection is not available. This could have different reasons: a fully booked bus, the operator canceled the trip, the operator changed the schedule, you are trying to book too early or too late – you name it. Or you selected a route for a train that can not be booked online, e.g. the connection from Bangkok to Ayuttaya.
If it is not bookable there is nothing you can do about it. Please pick a different connection.

Can you inform the operator that I am stuck in traffic / running 30 minutes late / ask to wait for me?

We suggest arriving at least 30 minutes before departure at the bus stations and at least one hour before departure at the train stations. The airlines give clear instructions on how long before the departure time their check-in counter will close. Please don’t be late. Regretfully, we are not able to affect the departures of the trips provided by our partners.

Do you offer transfer / pick-up services to hotels or between stations?

Yes, we can arrange this for you. If the transfer is not included in your ticket we can organize it for you to get to your hotel or to the next station. Please note that the distance/time we give for transit between two stations is an estimated number. In reality, you may face traffic jams, so it is advised to chose connecting trips carefully. Ferry operators are well aware of the problem of delayed trains and it is usually no problem to catch the next boat if you inform them in advance that you will arrive late. You can check if the connection you need is shown in our system. If it is not please contact our support on the website.

I lost my booking confirmation. What can I do now?

You may fetch it from your email or by logging into the website using the login and password sent to your email.

I haven’t received the refund yet

Why is there still no refund at my account after 45 days?

Some banks do not inform their customers about a received refund. In 99% of cases, the refund is already in your account, you just haven’t been notified by your bank. Please check with them.

In case you are 100% positive that after 45 days after the notification you still have not refund at your account, please contact our support by using our support form.

Is my seat guaranteed?

Yes, it is. You will have ‘a seat’ on the trip you booked as soon as you get your confirmation voucher. The voucher you received shows your booking number and the seat number. Your seat number is guaranteed, unless the bus operator changes the seating in last minute to accommodate a lady/child/monk/handicapped person. If you were able to pick a seat during the booking process you will get it, unless something happened during your booking. In such a case the seat number is taken automatically by the system and you will receive the best seats available at that point. So the seats are guaranteed, the seat numbers are not!

I cannot make it to your office during work hours to pick up tickets

We would really appreciate it if you tried to make it.
In case you are sure it is impossible, kindly contact us using the form below and we will try to find a solution.

Where can I print out the PDF vouchers in Thailand?

You can find printers in hotel lobbies, Internet cafes, “Kodak” photo shops and coffee shops, e.g. True Cafe.

If you are in Bangkok, you can visit our office and we will print out the tickets for you.

I had a problem during my travel

In some cases, travelers can experience problems during their travels, especially in Asia, such as:

• the driver did not pick them up at the hotel
• the operator refused to accept the voucher
• the departure station was moved to another location unexpectedly
• the departure was significantly delayed
• and others

In such cases, please open a support case using the button below. To investigate the case we will need all possible information about the situation, including pictures, tickets, receipts etc. Please send them by email after opening a support case, in response to the auto-reply bot.
Our team makes all that is possible to solve such issues and passes the feedback to the operators, to ensure that the future customers do not experience such issues.

What is 12Go?

We’re a group of companies registered in Singapore and Thailand providing an e-ticketing platform to passengers, travel agencies, airlines and transport companies. We work with over 500 transport operators in Asia. The idea behind our work is to make a transparent and easy e-ticketing for mid- and long-haul voyages as well as to cover all possible routing options e.g. ferry, buses, trains, flights, private transfers and minivans.

Are the online tickets more expensive?

We try to keep our margins as low as possible and earn on mass sales rather than on high-margin individual sales. There are chances that you paid cheaper than at operator’s counter (we may have discount from the operator and use it in your favor). There might be an online booking fee that covers our expenses in case we do not get a discount from the operator. Train tickets are subject to manual handling and therefore require a higher fee. There is no extra fee for (almost all) ferry ticket bookings and the daytrips we offer.

How do I get to the boarding point?

Please take a look at the PDF file sent to you after successful payment. It shows the address of the boarding point in English and Thai language, a picture of the counter and a map with the exact location.

If you are not familiar with the location or you find it difficult to get there you might show the ticket to a taxi driver or ask the staff at the front desk of your hotel to organize transfer to the boarding point.

My luggage was damaged or disappeared during the trip. What can I do?

12go.asia’s responsibilities do not include the baggage of the customer getting lost, stolen or damaged. Please contact the bus operator directly. And do that as soon as possible. If you talk to them a few days after you traveled they might not be able to help anymore. The bus operators we are working with are reliable. If something disappeared into thin air most probably one of your fellow travelers is involved. In such a case neither we nor the operator can help. Please keep an eye on your valuable belongings. Please contact 12Go support only in case of emergency (lost passport, medication, laptop, tablet, mobile phone etc.) after you filed a report at the local police station. Please check your belongings before you leave the vehicle. If your are missing your handkerchief, baseball cap or old socks the driver / steward is the only person that can help you.

I cannot find a connection in your system

If you cannot find a connection, check your spelling. Koh Mak could be Ko Mack, Goh Maak or any combination.
If you still cannot find it we do not have it in our database. Try another location instead.

Do I have to pay for the shuttle from the train / bus station to the pier?

Pay attention to what type of tickets you have: combo or joint. Combo tickets (1 ticket for multiple transportations) usually include all the transfers. Joint tickets (joint tickets suggested by the system) do not include a transfer and will notify you about how long is the transfer between stations.

If you book bus/ferry combo tickets with one operator all costs are covered.
If you book train/ferry combos the transfer to the pier is included.
If you book minivan/ferry combos watch out for the station on the map. If it is on the island the ferry is included. Contact us via support if the driver tried to charge you for the ferry.
If you book train and ferry separately please make sure that you select the train station as a starting point for the ferry ticket.
In Suratthani, you can choose from different operators. Please make sure you do not mix up airport, town and railway station. They all might be shown in your search results.
If you travel via Ranong you need to show your ferry ticket at the bus station. You may or may not have to pay for a shuttle to the pier. It depends on your arrival time and the operator. In general, the shuttle service is included in the ticket price, but we experienced sometimes passengers have to pay extra for no reason.

How many seats are left on the trip I want to take?

After you have selected the trip you see the available seats above the green button. This is the maximum number of seats available for buses. In general, there are more seats available for ferries than shown in our system. For train tickets, this number is not linked to the railway system. It is a number left on the current quota and indicates that there might be seats left. But if our system shows that there are no seats left, then there are no seats left. No need to send inquiries, there is nothing we can do for you.

General Terms and Conditions of our Service

Please check Terms and Conditions here: https://m.etripbookings.com/en/terms

The system says ‘this departure is full’. What does this mean?

You are too late. All seats on this route have been sold already. Try another time/day/mode of transport.
It could also mean that the bus operator has manually reduced the available seats down to zero, because they are sure they will be able to fill their bus with walk-in customers. You might be lucky to still get a ticket at the operator’s counter at the bus station.

Where our fees go to? Why do I need to pay the online booking fee?

Here is what your fees are used for:
1) Manual operations. 28% of bookings in 12go.asia are handled manually. This means that someone from our team goes and physically buys the tickets for you, or contacts the operator directly and makes sure you are able to travel. Boarding passes are stored and kept on hand for the moment you decide to come and pick them up;
2) Connecting more destinations. In the past two years, we grew from only two countries to an international travel hub, allowing passengers to travel in Europe, India, Japan, China, South-East Asia and we continue growing;
3) Improving the customer experience. We constantly improve our website and do a lot of work ‘under the hood’ to make sure you get the best deals by using the convenience our website provides. There are no shady price switching schemes. We only work on increasing speed and making sure you get the best service;
4) A total team of over 120 employees is working hard every day of the year to make your holiday trip happen.

Here is what we don’t do:
1) Aggressive marketing;
2) Price tampering;
3) Hiring 100 designers to make sure you press that Buy button for a trip you do not need.

Can I bring my pet with me?

Yes, but… most of the operators do not allow animals on board. We have a reliable minivan partner who is very pet-friendly and will allow your 4-legged friend on board, without a cage or anything that would make the trip a torture for your pet. This applies to standard pets that do not need more space than a human would need. Please understand that farm animals, reptiles and dangerous or protected species are excluded.

Why don’t you have child fare options on your website?

We offer tickets for more than 500 operators with about 300,000 daily departures. Almost every operator has a different understanding of how child-fares are defined. Please contact us to find out the exact price for your kids on the route you want to travel in case that it is not shown automatically on the booking page.

Is there a discount for children?

This depends on the operator. In general, you can reckon that infants below 3 years of age travel for free if they can share a seat with an adult. Depending on the age and the height of children there might be a (slightly) reduced fare. Contact our support for more details.

Can I buy a return ticket?

Yes, you can easily book the return trip when you book the first trip. Just click the box and select your connection.

Can I use 12Go from anywhere?

Yes, you can. As long as you have access to the internet you can book from mobile or desktop and pay from every country by credit card or PayPal. The 7-eleven counter service works only inside Thailand for selected operators. Please note that you might need the Verified by Visa transaction code for credit card payments. This might not work if you travel abroad and your phone can not connect.

Why did my driver take a picture of me?

It is a very common practice that drivers make a photo of their passengers to have proof that they picked up their customers on time. Please do not worry about it. If you do not wish to have your picture taken please inform us before you book your trip, so we can find an operator that won’t take a picture of you.

Airline requirements for international flights

Some airlines might occasionally check your documents regarding a valid visa for the country you wish to enter. Please keep in mind that the airlines are responsible for the transport of the passenger in case the entry to the next country is denied. Therefore the airlines might require proof of the duration of your stay and onward travel. You might have to present a return ticket, an onward ticket or (if you are lucky) only a hotel reservation. If you are not able to show such documentation the airline has the right to deny the boarding. 12Go encourages customers to check all visa and airline’s requirements before they book an international route.

How should I handle my valuables?

While we deal only with official bus operator that are obliged to guarantee your safety, it is good practice to not put your valuables in the luggage. In our years of experience, we found that when things got missing it was never caused by our operators, but by fellow passengers. Things you store under your seat might be in reach of the person sitting behind you. Watch out.