Support
General questions

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 something is not on the website it means we don't have it.

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

If you're already our customer, you can sign in on the website and click on the "Call us online" button to reach our hotline. You will need to allow the browser to use your microphone.

You can also contact us by email support@12go.asia

We operate from 10:00 until midnight BKK time.

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.

Tags: Cambodia, Sri Lanka, Myanmar, Malaysia, Thailand, Vietnam, Sri Lanka

Office hours: 10:00-19:00 ICT (every day); now offline (Tue 04:36)

Email

Booking ID

OK valid

I don't have a booking number. I have not purchased a ticket yet.

I want to cancel my trip. I have not recieved a voucher (or lost it). I haven't recieved my refund. I paid more than it was shown on the web site. I can't log in. I want to change my travel date. The information on the voucher/ticket is incorrect. I want to leave a review for an operator. I want to leave a review about 12Go. My question is not listed here (other).

Please enter your email and press the "Send"-button. If bookings are associated with this email we will send you a link to log in and to manage your bookings.

Send

There is a mistake in my email address.

Please remember that some bookings are confirmed manually. It may take some time to confirm the booking with the operator. Please do not open a support case if you have just booked a train trip (Thailand, Vietnam, Myanmar) or a taxi. Such bookings and a number of others are confirmed manually and that takes a while.

Press the button below to re-send the voucher.
Please make sure that you checked your spam folder.

Dear customer, your booking is waiting for confirmation or is not paid, so we cant resend your voucher.
Link to your account where you can see your bookings

We can't resend you voucher because booking was cancelled. If you are sure that this booking was purchased please create a support request.

We can't resend you the voucher, because your booking has not been confirmed yet. This booking needs more time to be confirmed. Please wait for the confirmation email.

I have made a booking from

but entered a wrong email address.

The bus has arrived later than the scheduled time of arrival.

Most probably you will arrive ahead of schedule or a little late. Transit times depend on traffic conditions, weather, driver experience and many other factors. We try to give the times as accurately as possible, but there is no guarantee you will exactly arrive on the time mentioned.

The price on the booking confirmation shows all amounts related to the ticket and services you booked. It does not show the transaction fee of the bank, PayPal or counter service. These are charges from the banks and not from 12Go.

I was charged twice for my booking. I think there is a mistake with the amount I paid.

Cancellation options are listed below. If there is not any option it means that no refunds are available.

I want to change my class to

I want to change my booking date to

You can reset you password by pressing this button. Instructions will be sent to you by email.

Reset password.

Please provide the following evidence for double charging(Attention! Please do not send any password or private financial information to us. 12Go will never ask you for any password!):
1. screenshots that show you have been charged twice. We will not be able to investigate double charges without screenshots.
2. the last four digits of your credit card that was charged twice.
3. Any additional information about each charge (date, amount etc).
Please **DO NOT** send us your complete credit card number or any PIN code! If it is shown on the screen shot please black it out.

What country is your question about?

I can't book my tickets. I have a question.

I can not pay. I can not find the route I need. The web site does not work properly.

I have general question about travel. I want to become a partner.

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I have tried all of the suggested solutions and still can not pay.

You will be forwarded to Google search result page. Google indexed all pages of our website. If it does not help you, we are sorry there is not offer for such route in our system.

Please tell us what happened. Describe what went wrong on our website and attach a screenshot with the mistake.

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Back

To start

Sri Lanka Railways

Is it possible to deliver the original train ticket to my hotel in Sri Lanka?
When will I receive the voucher?
How can I get the original Sri Lanka Railways train ticket?
How long in advance can I book a Sri Lanka Railway ticket?
Can I change the departure date for a Sri Lanka Railways booking?
Is there a baggage limit for Sri Lanka Railways?
Is a meal included in an Sri Lanka Railway ticket?
My name on the Sri Lanka Railways ticket is misspelled. Is that a problem?
The Sri Lanka Railways train I want to book is not shown on the website.
Is it possible to change the route/time/date and class of my ticket once the ticket is confirmed?
Can I get a Child/Senior Citizen ticket for Sri Lanka Railways?
Can I bring my pet with me?
Can I travel with bicycle or motorbike on the train?
My name on the ticket is not spelled correctly. Can you update it?
Force Majeure

Thai Railways

How do I know if my ticket is confirmed?
Where can I pick up my train tickets for Thai Railways?
Can I travel together with my girlfriend / boyfriend in the same cabin?
We want to sit together. What should we do?
Thai Railways train tickets delivery
Is passport number really necessary? Can I change passport details it after purchasing tickets?
Can I board a train in Thailand with a PDF? Do I have to exchange it?
Can I pick up train tickets before the travel date?
How II Class sleeper trains look like in Thailand
I have put the wrong passport number for one of the passengers. Can you change it?
My departure is early in the morning and your office opens too late. What can I do?
I got a new passport. Can you change the number?
Is there a restaurant / snack bar in the train?
I am traveling with children – how can I book train tickets for them?
Why is my train not bookable?
Can you send the tickets to me by post?
Why does your website show available seats, but when I book you say the departure is full?
Do they sell alcoholic beverages on the trains in Thailand?
Does the train arrive on time?
I want to travel more than 1 month ahead. Can you arrange SRT Railway tickets for me?
Are class II sleeper cabins air conditioned?
What is the size of the berths?
Can I stay with my friends alone in a class II cabin?
Can I switch seats with my travel companion?
Does the train leave on time?
How do I get from Bangkok to Koh Samui by train?
Can I buy a ticket from Bangkok and board at another station?
Why do I have to tell my gender?
I want to go to Ayuttaya or Hua Hin. Why don't you have this train connection?
I want to book a train to Bangkok. Is it possible?
Can my friend/someone pick the Thai Railways ticket for me?
I want to go to a place in the middle of nowhere. Why don't you have this connection?
Motorbikes on Thai trains
Disabled Passengers on Thailand Railways

Vietnam Railways

What kinds of classes are available on Vietnam Railways?
When will I receive my tickets for Vietnam railway?
What about luggage on trains in Vietnam?
How long in advance can I book a ticket for a train in Vietnam?
How does the boarding work in Vietnam trains?
Will the Vietnamese train arrive on time?
What if my Vietnam railways tickets are unavailable after I pay?
Is it possible to transport a bicycle / motorbike using trains in Vietnam?
Can we leave things at the station for storage in Vietnam?
Traveling with children on Vietnam trains
What is the railway like in Vietnam?
What are railway stations like in Vietnam?
Where can I find train schedules for Vietnam?
Disabled passengers on Vietnam trains

Myanmar Railways

I cannot find Yangon-Bagan or Bagan-Yangon sleeper class available on your web site. Can you help me book it?
Where and when can I pick up Myanmar railway tickets in Yangon?
What is the railway like in Myanmar?
When will my Myanmar train tickets be confirmed?
Where can I pick up tickets in Mandalay?
Can I board Myanmar train with a printed PDF voucher?
Can the ticket be delivered to my hotel in Yangon?
What classes does Myanmar Railways provide?
Can I book Myanmar Railways tickets for tomorrow or the day after tomorrow?
If I booked two routes from different locations in Myanmar, can I get both train tickets at once?
Will the train arrive on time in Myanmar?
Does Myanmar Railways provide any discount for children tickets?

General questions

How can I contact 12Go?
I cannot pay or have canceled/failed payment
How do I cancel my ticket?
How do I change the trip date?
I did not get my ticket
Do I have to print out anything?
I made a mistake with my email address
How much luggage can I bring with me?
Can you inform the operator that I am stuck in traffic / running 30 minutes late / ask to wait for me?
The ticket is not bookable - why not?
Do you offer transfer / pick-up services to hotels or between stations?
I cannot make it to your office during work hours to pick up tickets
Where can I print out the PDF vouchers in Thailand?
I haven't received the refund yet
I lost my booking confirmation. What can I do now?
Is my seat guaranteed?
How do I get to the boarding point?
I had a problem during my travel
Are the online tickets more expensive?
What is 12Go?
My luggage was damaged or disappeared during the trip. What can I do?
I cannot find a connection in your system
The system says 'this departure is full'. What does this mean?
Why don't you have child fare options on your website?
Where our fees go to? Why do I need to pay the online booking fee?
Do I have to pay for the shuttle from the train / bus station to the pier?
General Terms and Conditions of our Service
Can I bring my pet with me?
Can I buy a return ticket?
Can I use 12Go from anywhere?
Is there a discount for children?
How many seats are left on the trip I want to take?
How should I handle my valuables?
Why did my driver take a picture of me?

Can I board KTM train with Just my PDF voucher?
Do I need a QR code for KTM train?
Can I travel with pets on Malaysian trains?
Is it possible to cancel KTM train tickets?

I want to book for a large group of people. How can I do that?