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.
Office hours: 10:00-19:00 ICT (every day); now
Online
(Sat 18:32)
OKvalid
I don't have a booking number.I have not purchased a ticket yet.
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
I made 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.
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
To
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:
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?
OK
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.
12Go Assistance : payment error
Dear customer,
We receive thousands of bookings and usually it all goes well on the technical side. Unfortunately, in your case, there was a problem. Our IT specialists will investigate your case. Yet we suggest you to use a desktop computer or phone/tablet with the latest updated browser (Google Chrome, FireFox or Safari).
Older browser versions may not work.
Another possible reason for the malfunction could be anti-virus or adblock software that you might use.
If your payment is not successful, you can :
-> try Paypal. Paypal accepts payments from other credit cards as well, you do not need to open an account with Paypal. Paypal refunds are immediate (but limited to 180 days after purchase).
-> call your bank. Sometimes banks block online transactions to South/East Asia for specific reasons. You may ask your bank to enable payments to Thailand, especially if you plan to use your card here in hotels or restaurants.
-> try another credit card or a card from another bank.
If your booking has been created but not paid and it says that seats will be released soon - you still can pay these seats. Alternatively, book them again once released. Our system does not allow double payments. You will not be charged twice.
There are other reasons why a booking may not work:
someone was faster and picked the seat while you were filling in the form.
you tried to pay with Paypal, went away to have a coffee or to find a password, and the Paypal session was already expired when you came back.
your network connection was unstable and the server response broke down.
your booking went well but you made a typo in your email (or our correspondences have been blocked by your mailbox) and our emails did not reach you.
you tried to make a duplicate booking. Our system does not allow you to do the same booking twice for the same passengers.
other rare reasons or maybe magic.
Before you proceed with the payment, please kindly check the terms & conditions and cancellation rules for your booking. All cancellation rules are sourced from the respective ~250+ transport companies that are to be found in the 12Go system. Sometimes there are bugs in our system, which we aim to correct once detected.
If you need further assistance, please feel free to contact us any time.
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.
Office hours: 10:00-19:00 ICT (every day); now
Online
(Sat 18:32)
OKvalid
I don't have a booking number.I have not purchased a ticket yet.
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
I made 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.
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
To
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:
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?
OK
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.
12Go Assistance : payment error
Dear customer,
We receive thousands of bookings and usually it all goes well on the technical side. Unfortunately, in your case, there was a problem. Our IT specialists will investigate your case. Yet we suggest you to use a desktop computer or phone/tablet with the latest updated browser (Google Chrome, FireFox or Safari).
Older browser versions may not work.
Another possible reason for the malfunction could be anti-virus or adblock software that you might use.
If your payment is not successful, you can :
-> try Paypal. Paypal accepts payments from other credit cards as well, you do not need to open an account with Paypal. Paypal refunds are immediate (but limited to 180 days after purchase).
-> call your bank. Sometimes banks block online transactions to South/East Asia for specific reasons. You may ask your bank to enable payments to Thailand, especially if you plan to use your card here in hotels or restaurants.
-> try another credit card or a card from another bank.
If your booking has been created but not paid and it says that seats will be released soon - you still can pay these seats. Alternatively, book them again once released. Our system does not allow double payments. You will not be charged twice.
There are other reasons why a booking may not work:
someone was faster and picked the seat while you were filling in the form.
you tried to pay with Paypal, went away to have a coffee or to find a password, and the Paypal session was already expired when you came back.
your network connection was unstable and the server response broke down.
your booking went well but you made a typo in your email (or our correspondences have been blocked by your mailbox) and our emails did not reach you.
you tried to make a duplicate booking. Our system does not allow you to do the same booking twice for the same passengers.
other rare reasons or maybe magic.
Before you proceed with the payment, please kindly check the terms & conditions and cancellation rules for your booking. All cancellation rules are sourced from the respective ~250+ transport companies that are to be found in the 12Go system. Sometimes there are bugs in our system, which we aim to correct once detected.
If you need further assistance, please feel free to contact us any time.
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.