COVID-19 FAQ regarding bookings made on our website:
Can I cancel my booking because of the coronavirus lockdown in the area? - Generally, the cancellation rules stay the same and we are happy to cancel the booking when we can, while keeping our own booking fee according to the terms and conditions. You can go to your profile and look for a button with a cancellation option. Click it for one-click cancellation and refund. However, if the operator has not seized their operations in the area or did not agree for a refund, we cannot cancel your booking for any refund. When the booking is confirmed, we have already made a payment to the operator. So if they do not accept the refund and it does not contradict the cancellation policy, we cannot issue a refund.
Please consider postponing your trip rather than cancelling it. Often postponing is possible, while cancelling is not.
What if the operator canceled our booking due to the virus? - If this happens, we will contact you as soon as we are informed. We will send an email and an SMS or contact by phone, suggesting alternative travel options. If you are informed by the operator about a cancelled trip at the spot, please gather all possible proof from the operator and open a support case with us (click on Open support case)
Where can I find more information? - We recommend reading the website of the World Health Organization (or here: Events as they happen ) or following advice from your country’s Health Ministry. You can also check the situation in different countries and find out about the border closures here
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.
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.