Kundendienst



How can I contact 12Go.asia?

Automated contact form

There is a support form at the very bottom of this page. We do not publish phone numbers or email addresses because we get a lot of spam calls and questions and we decided to automate the process to give more attention to customers in need. Once you get your confirmation voucher, it will have contact information and a telephone number. In each particular case it can be different - it can be us, or your van driver, or ferry company call center - specific contacts that will provide the best help in the given situation.
The contact form can also be used to cancel your bookings or get more information related to them.

General questions

Do I have to print something?

Unfortunately the answer is yes. The first page of the PDF voucher is needed by most of the bus and ferry operators. For train tickets in Thailand you need only a screenshot or tell the booking number when you pick up your tickets in the DOB building in Bangkok or the Bossotel in Chiang Mai. The SeaTran Discovery Ferry needs the voucher only from a few stations in the West. Their main counters accept screenshots as well.
Printing the first page is also a good idea, because it will show you a map and the address in Thai language for your taxi driver.

What is 12go Asia ?

We're a group of companies registered in Singapore and Thailand providing an e-ticketing platform to passengers and transport companies. Currently we work with over 250 transport operators in South East Asia. You can see our coverage when you click this link.
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.

Can I use 12go.asia 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.

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.

How do I install the mobile phone application?

We recommend to use the desktop version of the website instead of the app, because the website has so much more information for your convenience.

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.

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 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. Please contact our support and we will be happy to help you.

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 you 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!

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 into 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.

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

12go.asia's responsibilities do not include the baggage of the customer getting lost / stolen / 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.

Ticketing

I do not understand how I can book a ticket. Can you guide me through the process?

On the top of the website you see the fields for your origin and destination. Start typing the names of the places you want to travel and select the right one from the list, then pick a travel date. You can also select the number of passengers in your group. Now you click on the green button 'Find Tickets'.
You will get to the second page where we show you all available trips on that route, sorted by departure time and means of transport. You will see different operators, classes and transit times. Pick the departure time that fits you most, then click on the green button 'Buy ticket'.
After a short moment a window opens where you can select if you want to book another trip or if you want to check out. If you check out you will see the pictures of the boarding area and the vehicles you can expect to travel with. A text gives you some information about the boarding area.

Now you can adjust the number of passengers. If you want to pick a seat – some operators support this function. It is free of charge. If you don't pick a seat our system will automatically select the best available seat for you.
Now it is time to enter your contact details, so we can reach you. Please do not forget your country code and make sure you use the right telephone number - we may send a SMS reminder to you or payment instructions for 7-Eleven. We will not send any advertising or contact you if it is not important and related to your travel.
Then you have to enter the names of the passengers. If you travel by train or aircraft, it is necessary that you also enter your passport number and gender. You should know if you are male or female. If you enter the wrong sex you can expect to be refused to board the train. State Railways of Thailand is very strict with this and they do have a few rail cars for ladies only. Also in a VIP compartment they would not allow a man to join the compartment with a woman, if they did not book it together. If you entered the wrong gender or if you are not sure which one you should pick, contact us before you book. Selecting the wrong gender can lead to serious problems. You have been warned.
To make your life easier for train travel in case that the trip you selected is already fully booked, you can let us now know which alternatives are acceptable for you. The better option you select here the easier and quicker the process becomes to get your tickets.
The you have to select the pick up point for your train tickets. If you are in Bangkok any time before your trip or if you depart from Bangkok, please select our offices in the DOB building as pick up point. We do not ship tickets for trains departing Bangkok any more, because we are so easy to reach and there is always a risk the shipping company loses the tickets, the hotel denies acceptance or simply that somebody makes a mistake. If you wish to depart from other stations you can select the option of picking your boarding passes at the parcel room inside these stations. It is an easy and convenient way, but can't be done if your trip is within a short period of time. The shipping option needs to be booked some days in advance, so we can be sure you will receive the shipment on time. Please note that after you have picked up the tickets or we handed them over to the shipping company we can not refund or change them anymore. Once they are in your hands it is your own responsibility to contact railways and deal with them directly.
After selecting the pick up station you can select a return trip.
Then you can decide if you want ease of mind and insure your journey. There are different options available. If you have a travel insurance already you can chose 'no insurance'.
Now you have to agree on the Terms & Conditions, confirm that you agree on the cancellation policy and that you have chosen the correct departure day and time. Please double check this again! By clicking the box you legally agree to the policies. It's like signing a contract. You should be aware of what you sign up for.
If you expect that you need special attention from our support team, please click the 'First-Class Support' box. It will help you to solve problems quicker, if they occur.
If you are not 100% sure that you will really travel on the day you selected, you can chose the 'Flexible Date' option. We will change your ticket without any questions asked or additional costs, but it depends on availability. If you need a last minute change and the new train or ferry is already fully booked, we can not help.
The final step is the payment. Chose credit card or PayPal as payment gateway, or if you are already in Thailand and you prefer to pay cash, the 7-eleven counter service (only available for selected operators). Enter your credit card details and push pay. The pay button shows you the fee from the payment gateway. This fee comes from the banks, it is not for 12go. 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.
After successful payment you will immediately receive an email from us. If you do not see it, please check your spam folder. If you really really did not get anything from us, then probably something went wrong with the booking and you have to start over. Don't worry, our system does not allow double booking within 30 minutes of the same person on the same trip . You will never be double-charged.

I can not pay. What shall I do?

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, tab) or switch to a different browser (Chrome, Safari, Firefox etc.). Do not use proxy servers or VPNs.
Banks in Thailand have a strange way to check the validity of credit cards. They deduct 30 Baht (1 US$) from your card and refund it immediately. Two transactions from an Asian country in such 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.
It could also be that your card is simply not accepted by the Thai banks. In that case you can easily try another credit card. If it still does not work we recommend to use PayPal as safe payment gateway. PayPal accepts most credit cards and you do not have to open an account there. If you already have an account it is even better. 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.

I did not get my ticket.

  1. Please check in your spam folder.
  2. Please check your email address.
    Sending out the tickets is an automated process and it works.
    If you think you might have made a mistake with your email address, please read the next paragraph.

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 in to 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 function on top of the website.

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

How could that happen? You may fetch it from your email or by logging into the website.

The ticket is not bookable - why not?

If you see a connection, but there is not 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 try booking 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 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 pick up the tickets before the travel date?

Yes, you can. Thai Railways tickets can be picked up any time after they were issued, unless they are to be sent by post or to the station. Please note that after you have picked up the tickets or we handed them over to the shipping company we can not refund or change them anymore. If you plan to come days ahead you should notify us, so we will have the tickets on hand for you. There is no need to pick up bus, ferry or other tickets in advance.

My departure is early in the morning and your counter opens too late. What can I do?

Don't worry. If you can not manage to check in and get your boarding passes one or more days before your departure we will leave your tickets with the security guard in the DOB building. Please bring your passport. If the guard can not be found and the doors are locked he is probably on patrol around the building (or taking a nap around the corner). Just wait a bit and try to get his attention.

Can you send the tickets to me by post?

We offer international shipping with DHL as registered mail. This service costs extra money (depending on the destination) and the tickets will reach you within a few days. If you pick this option please keep in mind that as soon as we enter the tracking number (and send it to you, so you can monitor the shipment) and the tickets are on the way, no more refunds or changes are possible.
We do not offer shipping for trains departing from Hua Lamphong station. Our counters are so close to the station that it does not make sense to waste money on shipping and take the risk that tickets get lost.
We have also stopped the shipping service to hotel addresses on the islands. While the post works very well in the rest of the country, shipments to the islands in the south seem to be cursed and often disappear into thin air or arrive too late. If you plan to depart from a train station other than Hua Lamphong or Chiang Mai we also can send the tickets to the parcel office (cargo department) of your departure train station. This is a cheap and efficient way for you to get your tickets before departure, but please check that you will get to the train station before the office closes. Some parcel offices are not open 24/7. Especially the Don Mueang parcel room closes before most of the flights arrive.

What is the difference between VIP and Express?

The difference depends on the operator. You can see how the vehicle looks like on the pictures at the booking screen. In general VIP buses have more space, the seats are more comfortable or blanket is thicker, for the rest it's more or less same - you will get a blanket, pillows, water, snacks. Express bus connections from Suratthani to the West coast of Thailand and vice versa are sometimes of low standard. Sometimes the operator is forced by the government to pick up passengers on the way, which may result in more people than seats in the bus or significant longer transit times.

What exactly do I get for priority support?

Our priority class support helps you to get a higher priority on the list of cases our customer support is working on. The tiny amount you pay for priority support shows that you appreciate our work and we will do our best to help you quickly in case of problems. If there are no problems you can be sure that we did everything possible, invisible for you in the back, to make your trip perfect.

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

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 starting point for the ferry ticket.
In Suratthani you can chose 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.

Are the bus tickets e-tickets?

Yes, in general bus tickets are e-tickets. After successful booking you will receive a booking confirmation immediately by email. The booking number you have to show to the bus operator. It helps to print the PDF file and show it to the employees/driver. Some bus operators, e.g. Panthip, insist in having a printed voucher.
For some operators passengers are required to furnish the following at the time of boarding the bus: a copy of the ticket (a print out of the ticket or the print out of the ticket e-mail) and proof of identity (Domestic Smart ID Card, Driving license, Student ID card, Company ID card, Passport, etc.).Failing to do so may cause the passenger not being allowed for boarding.

How are bus tickets delivered?

Bus tickets are e-tickets. You will receive your booking number on the voucher by email. Please print the first page of the voucher and show it to the bus operator.

How are train tickets delivered?

Thailand's State Railway does not accept e-tickets (yet), therefore your ticket (the boarding pass) will be printed on special paper and you need to pick it up at our offices (parcel office at Chiang Mai inside the train station, reception desk of the Bosshotel opposite the railway station in Chiang Mai or at our counter in the DOB Building opposite Bangkok's Hua Lamphong railway station). Or if you selected the shipping option you can collect your boarding passes at the parcel office of your departure station.

Can my friend/someone pick the Thai Railways ticket for me?

Yes, if you confirm via the support function on the website that you authorize them to do it. We do it for your and for our security, and the person picking tickets needs to sign the tickets upon pickup. This usually has to be payer - we do it to avoid chargebacks from customers claiming they never received tickets; but your authorizing email is also enough to stand as a proof for the bank.

How are ferry tickets delivered?

Please print the voucher and show it to the ferry operator when you check in at the pier or their office. SeaTran Discovery Ferry accepts screenshots at their main counters on the East coast and the islands.

How do I cancel a ticket?

At the support form below, once you enter your booking number and email correctly, you'll be presented with an option to cancel the ticket, if a cancellation is possible. Each transport company has their own cancellation rules, which are displayed during the booking process. We're sorry for if the setup does not fit your expectations - but please understand that the more budget your ticket is, the less chances there are to cancel it in full. Please note that after you have picked up train tickets or we handed them over to the shipping company we can not refund or change them anymore.

How do I change a 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 in advance and we will try to change your ticket.
Some operators allow date changes right through our system, for some you may need to contact us. Some, though, refer to date change to as a cancellation + new ticket purchase, which can be costly. There is a "flex" booking option that is kind of a date change / cancellation insurance - we'll change or cancel the ticket with this option paid in any case (availability of free seats on the new date given).

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.

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.

Motorbikes on Thai trains

You can follow a detailed guide at this page here from Rider Chris.

Payment

I have paid more than it is shown on your invoice. (PayPal/Bank fees)

Your invoice shows the ticket price and online booking fees. Depending on the payment gateway there are bank charges. These have nothing to do with 12go or your ticket, they come with the payment process. They can not be refunded, unless we were not able to provide the ticket you asked for.

Can I refund my ticket?

That depends on many factors. Some operators allow refunds, others don't. There is a time line for refunds, if they are possible.

How much refund can I get?

Did you read the Terms & Conditions? It is explained there.

How can I pay? How does it work with the payment?

You can pay with your credit card. Enter the details of your card, it is quite easy. If the card is not accepted (for whatever reason) you may try the same card with the PayPal option. You do not need to have a PayPal account.
If you have a PayPal account, just use it. It is a very safe and easy way to pay for our services and in case you need a refund this can be done instantly.
The 7-eleven counter service is only available in Thailand and only for some bus operators.
After successful payment you will instantly receive an email confirmation.

I can not pay. What shall I do?

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, tab) or switch to a different browser (Chrome, Safari, Firefox etc.).
Banks in Thailand have a strange way to check the validity of credit cards. They deduct 30 Baht (1 US$) from your card and refund it immediately. Two transactions from an Asian country in such 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.
It could also be that your card is simply not accepted by the Thai banks. In that case you can easily try another credit card. If it still does not work we recommend to use PayPal as safe payment gateway. PayPal accepts most credit cards and you do not have to open an account there. If you already have an account it is even better. Another benefit of PayPal is that refunds can be done instantly, while refunds to credit cards may take up to 20 working days.

There was the amount of 30 Baht / 1 USD deducted from my account. Why did this happen?

The banking system in Thailand may check the validity of your card by deducting a small amount and refunding it immediately. If you did not receive the refund within 24 hours, please check directly with your bank before contacting us.

The price on your invoice does not match with the amount deducted from my account.

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, so legally we can not put them on your invoice. But we show them before you start the payment on the buttons, they are not 'hidden'.

Train Tickets (in Thailand)

For Cancellation and refunds -> look at Terms & Conditions. Please note that after you have picked up the tickets or we handed them over to the shipping company we can not refund or change them anymore.

Why is my train not bookable?

If your train is not bookable it is either sold out already or you have missed to book on time. Train tickets have to be booked in advance. It is not bookable, so you better look for an alternative. We suggest to look for VIP bus connections or flights instead.

Why does your website show available seats, but when I book you say the departure is full?

The process of getting train tickets is semi-automatic. It still needs a human being to go to the counter at the railways station, wait in line and buy your ticket. It can happen that in the short time this takes all available tickets are sold out. This can happen in only a few minutes. As we are not (yet) connected to the seat inventory system of Railways we show available seats until we get the information from Railways that a train is fully booked. Then we remove this departure on that day. It is a manual process, so the system can still show available seats when you got the message already that your departure is full. Our employees are humans. Sometimes they forget to update the availability. Then they are reminded and it works well for a while. :)

How do I know if my ticket is confirmed?

Immediately after payment you will receive a payment confirmation. Then our staff runs to the counter to buy your tickets. As soon as we have your tickets on hand you will receive a ticket confirmation. From this moment on you can come to our office (during office hours) at the railway station and pick up your tickets. You should do this at least 60 minutes before departure. To make the process of an early pick-up smoother you can inform our support about the approximate time you plan to come, so they will have your tickets ready for hand-over. Please bring an ID with you.

Where can I pick up my tickets?

Tickets for trains departing Bangkok's Hua Lamphong station have to be picked up at our shop in the DOB Building opposite the railway station. If you come from the Metro station please take exit #1. The building is only 30 meter from the exit, behind the police box.
Tickets for trains departing Chiang Mai station can be picked up either at the parcel office inside the train station or 24/7 from the check-in counter at the Bossotel (depending on what you selected as pick-up point). The hotel is right in front of the railway station. You can not miss it. It is less than one minute walk away from the station.
Please note that after you have picked up the tickets we can not refund or change them anymore.

Can I board with the PDF? Do I have to exchange it?

Unfortunately State Railways of Thailand does not allow any online ticketing, so you have to come and pick up the old-fashioned railway paper tickets at our counters or have them posted to you. You can not board the train with the PDF voucher.

Do we get adjoined seats?

Everybody wants to sit together. We know that. Our employees will always try to get you seats as close together as possible. Only in very rare cases the seats will not be together, for example when a train is almost fully booked and there are only a few places left or when someone canceled a seat. The bigger the group, the higher that chance that not all people can stay together, unless you book 8 weeks or more in advance.

Can I book a compartment for me alone / with my partner?

Yes, if you select the first class VIP sleeper trains you can book a compartment for you and your partner. If you want the privacy of a room for yourself please notify us and we will arrange it. The price for single occupancy is cheaper than double, so you need to book two seats and you will get the price difference refunded when you pick up the tickets. NB: This subject for availability. We'll do our best but sometimes it just not work out es expected; you may still get 2 berths quoted (or none, if all full).

Can I switch seats with my travel companion?

Yes, you can switch seats with your friends as you like.

Can I stay with my friends alone in a class II cabin?

No. Unless you book all 40 seats in a class II railcar. There are no compartments in class II.
If you travel in a small group we will try to get you seats together.

This is how II Class sleeper trains look like in Thailand

Doing beds in Thai train second class sleeper

Why do I have to tell my gender?

State Railways of Thailand has implemented lady-only cars for additional safety for the girls. Only female passengers are allowed inside these cars. Also if you book only one seat in a VIP compartment Railways will sell the other one to a person of the same gender. If you fail to provide the right information you will be refused boarding. There is nothing we can do to help. End of story.
Don't try to be funny, State Railways of Thailand is very very strict on this topic.

Can I travel together with my girlfriend / boyfriend in the same cabin?

Yes, you can. Mixed gender is no problem on trains in Thailand.
If you book a single seat in a VIP compartment with double occupancy, you will be placed together with a person of the same gender.
And 'ladies only' carriages are for ladies only. Just in case you have missed this part in the text above.

Are passport numbers really necessary?

Yes, why else would we ask for them? Airlines and many other operators require the passport number. You need to present your passport when you check in.

I have put the wrong passport number for one of the 6 passengers. Can you change it?

Yes, we can. Simply send us a brief notice and we will update the system.

I got a new passport. Can you change the number?

Yes, we can. Simply send us a brief notice and we will update the system.

I want to travel in 7 months time. Can you arrange tickets for me?

Yes we can. You will receive a payment confirmation right away and a confirmation that the tickets are available for pick-up about 8 weeks before departure (4 weeks on 'short' train routes). Some bus companies do not provide a schedule more than 4 weeks in advance. If you notice that a trip is not bookable yet, please check again later.

Does the train leave on time?

Most of the time it does. Usually when you arrive very early there will be a delay, but on the other hand – when you are running late you can almost be sure Murphy's Law strikes and it will have left on time.

Does the train arrive on time?

No. You can not expect this. The train will either be a few minutes early or late. Hopefully not with a long delay. Travel times are not guaranteed, but if you book a combo ticket train&ferry with us, we will make sure you get on the next free ferry and transfer to the pier is free of charge. And please make sure you have a window of at least 5 hours between your train arrival time and a connecting flight!

What is the size of the berths?

The upper berths are smaller than the lower ones. If you are 185 cm or less in height, you perfectly fit in an upper berth. If you are taller than this you should try to get a lower one, where you can comfortably fit in if you place yourself in a diagonal way.

Are class II sleeper cabins air conditioned?

Yes, most of them are. You can see if the class comes with aircon or fan when you book it. The aircon in the trains or buses could be set to a temperature that would make a polar bear smile, so you better make sure you carry an extra jacket or your own blanket. You can also ask the conductor for an extra blanket.

Can I buy a ticket from Bangkok and board at another station?

Yes, but if you want to board somewhere else please contact our support before you book with us and we will try to find a solution for you. We are very good in finding solutions.

I want to go to Ayuttaya or Hua Hin. Why don't you have this train connection?

State Railways of Thailand gives priority to long distance tickets. Ayuttaya and Hua Hin are simply too close to Bangkok. State Railways releases such tickets only a short period of time before the travel date, so advance booking does not make sense. We can not provide these tickets online. But we can arrange transportation in minivans or get you a wonderful private transfer.

I want to go to a place in the middle of nowhere. Why don't you have this connection?

We have connections for the major routes in Thailand. If your destination is a small stop somewhere on the way, please book a ticket to the next available station and hop off where you want to.
Some trains in Thailand are free of charge for locals, but foreigners have to pay a small fee. These trains can not be booked in advance. Passengers have to go to the station in person and buy the tickets the same day.

I want to book a train to Bangkok. Is it possible?

12go has offices to provide train tickets in Bangkok and Chiang Mai. The best way for you to get a ticket TO Bangkok from any other station than Chiang Mai is to book a return ticket or to pick up your tickets in advance in Bangkok. If you are not able to pick up your tickets personally we can ship them to you. Please select the service you need and provide your home/hotel address. To avoid the hotel losing your tickets we ship them in a way that they will arrive a day or two before your departure. If you need them earlier, please tell us. We do not ship to addresses on islands anymore.
But then there is the option to have your tickets shipped to the parcel office at the train station you want to start your journey from.

Do you sell train tickets for Malaysia?

Yes, we do. Please contact our support on the website for more information.

Do you sell train tickets for Vietnam?

Yes, we do. Please find detailed information in our Vietnam Train FAQ.

Do you sell train tickets for Myanmar?

Offering train tickets in Myanmar is a difficult task. Myanmar Railways does not issue e-tickets so a paper ticket is required when boarding. You can pick up this paper ticket from our office which is located about 2 km away from Yangon Railway station. Free ticket delivery is available in Bagan and Mandalay. In order to make a train ticket booking for Myanmar we will need scanned copies of the passport photo page for each traveler. This will be submitted to the ticket issuer. For all trains in Myanmar arrival and departure times can vary. Yangon station has a digital departure board (in English), but few other stations offer this facility. Trains can get very cold at night, so make sure to take warm clothes with you.

Is there a restaurant / snack bar in the train?

The popular trains usually have a restaurant wagon. If you are going on the following trains you most likely will have a restaurant: 9, 10, 13, 14 (Chiang Mai), 35, 36 (Hat Yai), 25, 26 (Nong Khai), 84 and 85 (Suratthani). If you are booked on a VIP cabin we were told the staff on some trains will try everything to prevent you from going to the restaurant. If you want to enjoy it, just go. You can do this, you are not a prisoner. Beverages are not free on trains. If you order or take something you have to pay for it, even if the staff told you before that it's free. If you are on a special diet or on a small budget you can also bring your own food and drinks with you. State Railways of Thailand does not want to see alcoholic beverages on board. Please remember that nothing you get on the train will be free of charge. We heard that some train crews come along with orange juice at the beginning of the ride and some people thought this is complimentary. It is not!

Do they sell alcoholic beverages on the train?

No, alcohol is not sold on trains anymore. You are not allowed to consume any alcoholic drink on board of the trains or in the station.

Traveling with children

I am traveling with children – how can I book train tickets for them?

Infants below 3 years travel free of charge, but have to share a seat with an adult. Children below the age of 12 years with a height of not more than 150 cm are entitled to a reduced fare (around 10%), but also need to have a ticket. You can buy a normal adult ticket and we will refund the difference in cash when you pick up the tickets, but you have to inform us in advance, so our employees are aware to buy a child ticket. Children are only allowed in lower berths for safety reasons.
Please note that Myanma has different rules for traveling in trains with children:
Children up to 3 years old can travel free of charge if they can share a seat with an adult. However, you will need to pay an adult fare to get a seat for children older than 3 years.

I am traveling with children – how can I book ferry tickets for them?

Many operators grand reduced fares for children. Infants below 3 years usually travel for free, while up to an age of 10 years can travel for half of the normal price (with Boonsiri on ferries, not on the connected mini-buses where full price is required). With Lompryah children up to a height of 130 cm get a reduced price, but the ticket has to be bought at the counter. Please inform us in advance, so we can ask Lomprayah to reserve a ticket for you. SeaTran has reduced prices for children between 100 – 150 cm, same procedure as Lomprayah.

I am traveling with children – how can I book bus tickets for them?

This depends on the bus operator. In general you can recon that infants below 3 years of age travel for free if they can share a seat with an adult. Please contact us with travel date, route, operator and age/height of your kids and we will find out for you.

How much exactly is the discount for children?

This depends on the operator. In general you can recon 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.

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

We offer tickets for more than 250 operators with over 100,000 daily departures. Almost every operator has a different understanding of how child-fares are defined. No system can reflect this diversity, so please contact us to find out the exact price for your kids on the route you want to travel.

Routing

How to I get from A to B (town names we have never heard before)?

Enter origin station, enter destination station, chose the departure date. The system will show you all available connections. Pick a departure time that suits you, push the green button, follow the suggestions, get your ticket. If there is no direct connection available, try searching for the major stations on the route. (Example: if you want to travel from Hat Yai to Mae Hong Son you need to check a) Hat Yai to Bangkok, b) Bangkok to Chiang Mai, c) Chiang Mai to Mae Hong Son.

How do I get from Bangkok to Koh Samui by train?

You can either book one of the combos we offer, or book your journey step by step.
First step is the train from Bangkok to Chumphon or Suratthani. Keep in mind that trains to Chumphon are often fully booked by people traveling further on who can reserve their seats earlier. To get your tickets 60 days in advance please book a trip to Suratthani. You can, of course, hop off in Chumphon.
Second step is from the train station to the island. (Please note the pier in Chumphon is outside the city and called 'Tung Makham' - it is far away so make sure you select the train station, not the pier.)

I can not find a connection in your system.

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

Where is the exact boarding area?

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.

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.

Will the bus depart on time?

Yes, most probably it will. Unless there are unforeseen complications.

Will I arrive on time?

No, 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 accurate as possible, but there is no guarantee you will exactly arrive on the time mentioned.

Will the bus wait for me at a border crossing?

Buses have to follow their schedule. If you do not have a proper visa in you passport, if you lost your passport on the way, if you spend too much time in the restroom, if you don't have local currency to pay for your visa on arrival, if you get detained by customs or if anything else happens that causes a delay, you can expect the bus to be gone when you get through immigration. Don't waste any time, the bus will leave you behind. It is written in the bus operator's policy. They will take your luggage and keep it at the final destination until you come to pick it up.

My bus leaves from Southern Terminal? How do I get there?

  1. From Suvarnabhumi Airport, take the Airport Link to go to Makkasan station and exchange to MRT subway to go to Hua Lamphong station, then take a taxi from here or take a bus, air-con bus number 40. It's start station that pass through Wongwian Yai and Charan Sanit Wong road. Expenses around 20-25 baht. We not recommend this route because it is take many time but if you have many time and want to get the new experience, it's ok for you.
  2. From Suvarnabhumi Airport, take the air-con bus number 556. They service around 06.00 AM - 09.00 PM, expenses around 24-35 Baht. Freight services at public transport
  3. If you stay in Sukhumvit area, you can take the air-con bus number 511 (orange color) to go to Southern Bus Terminal. Expenses around 20 baht and inform bus staff to drop off at this station (last station of bus route). Take a time around 45 minutes or more. (Depends on traffic.)
  4. If you stay in Khao San road area, taxi is the best way because it's fastest.

How many stops will be on the way?

That depends on the bus class and the route. On some routes there are no stops, on others there are stops to visit the rest areas, on some routes (especially to/from Suratthani on express buses) the driver will pick up and drop off passengers (especially on long weekends or holidays, when the operators are forced to pick up passengers by government rules which could cause a delay in the schedule). Express buses stop more often than VIP buses. We simply do not know how many times your bus will stop. We recommend to book VIP class buses.

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 about 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.

Do I have to change buses?

The trip you booked is usually on one vehicle only. If you booked two journeys with different operators you will have to change the bus and maybe even take a taxi too another bus station. This is shown when you book your ticket. The taxi times given in the system are calculated by distance on an average speed of 30 kilometers per hour. Please keep in mind that you have to find a taxi and that during rush hours the taxi may take longer. Please study your route in advance. If you're buying a bus ticket to Chumphon, for example, the bus will stop at Chumphon and will not bring you to the ferry station. We are also providing joint tickets that will take you the whole way through.

I have booked a very expensive cruise ship departing from Thailand. Do you provide a shuttle service?

Yes, we can arrange luxurious transfer from the airport to Laem Chabang port for you at a fraction of the price the passenger line would charge you.

Personal Problems

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

No, we can not. The operator might wait a minute or there might be a delay, but in general operators do not wait. If you are running late it is your problem. We suggest to arrive 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.

I missed my bus. What can I do?

That's really bad luck for you. Your ticket can not be refunded.

I want to know how the seats in the bus look like.

Please take a look at the picture on the booking page. It will show you the vehicle you can expect to travel with. It may happen that due to technical problems the operator will have to change the bus type. In such case please make pictures and send them to us and we will refund the price for a different class.

Do I get free food, drinks, blankets? Are there stops on the way? Is there a toilet in the bus?

Some operators provide different kind of amenities, especially on long routes. We do not know what will be provided on your specific trip. On long routes there will be stops. Some operators have a long break at around the middle of the way, some stop every few hours. Some provide free food in a restaurant on the way. Most buses are equipped with toilets.

Why is there no wifi on the bus? English movies?

The majority of passengers in Thailand speaks Thai, therefore the entertainment is in Thai language. Usually the buses are not (yet) equipped with wifi.

The aircon is too cold / did not work.

Unfortunately in Thailand's buses, trains, planes and cinemas the aircon is often set to a temperature that would make a polar bear smile. We recommend you carry a blanket / jacket with you. If the aircon breaks down - that's really bad luck.

Does the train have aircon in II class.

Yes, most of the second class trains in Thailand are equipped with air conditioning. You will see it on the booking page if your train has aircon. Trains indicated as 'Fan' do not have aircon, but you might be able to open the windows.

I need assistance buying a ticket online. Can you help? How can I contact you?

We have tried to make the system as easy as possible. Please check our FAQ section, read the Terms & Conditions and if you still do have questions kindly use the contact us form at the bottom of the 'support' page. To the support page you will get when you click on the button shown on the upper left corner of the website.

General Terms and Conditions of our Service

Terms and Conditions are usually the most boring content, unless you are a lawyer or like self-inflicted pain. Nobody reads them until Murphy's Law strikes and things start to go wrong. Well, we would like to make it a bit less boring here, but keep in mind that this is an important part of business and needs to be clear and legally correct. And this is only a translation. The binding agreement is in Thai language, because we are registered in Thailand and the law requires it.
Our website was built to help customers book their tickets for public transportation. Simple and easy. And we provide additional travel-related information – check it out by clicking on any station name to find unique information about that place. With 12Go you can make reservations for public transportation services. When the text says “we”, “us”, “our” or “12Go Asia” it means 12go.asia. The term “you” refers to you, the valued customer visiting our website and making a reservation yourself or via one of our agents or re-sellers or in any other way.
If you use our website, you agree to our terms and conditions and are bound by them. No excuses, no modifications. If you don't like it or do not agree to our conditions, stay away and buy your ticket the old-fashioned way – days in advance at a local ticket counter. Terms and conditions change over time. This is normal and common sense. We can change the terms at any time and will not announce this in advance. But this will happen only when it is absolutely necessary, so don't worry, it will not happen frequently.
12go Asia is an online ticket agent. We are not a charity; we sell tickets. We do not operate any vehicles on our own. To provide excellent service to you, we have connected a network of over 250 operators. We show prices, departure and transit times and some pictures of vehicles you can expect to travel with, and we provide fair prices. We recommend that you use bus operators you are familiar with and whose service you feel comfortable with. Please keep in mind that public transportation in Asia might be different from experiences you have had in your home country and that locals often do not speak English. You might want to read the comments about the operators before you book. And you can leave your own comment for future travelers.

12Go Asia responsibilities (What we do)

For most of the operators, immediately after payment, we will provide you with a ticket that is accepted by your transportation services company. Even if the process of securing a seat for you is more complicated, you will receive a confirmation of your successful payment instantly. This is an automated process and it works. If you think you paid, but you did not get a receipt from us the same moment, then the payment did not happen and your seats are not secured. Or the confirmation went to your 'unknown' email folder or somewhere else. If you can not find it, please contact our support on the website.
If you need to change or cancel a ticket, there might be fees from the operator. If cancellations are made within the cancellation time allowed by the operator, tickets can be refunded at the corresponding fraction of the fare (not including the fees!). So please, please, double-check your departure times and dates before you click “Pay”. Some operators do not refund at all, and some tickets cannot be changed. This is out of our control. We will provide support and information in case of any delays or problems we are aware of.
The process with train tickets is different. After successful payment, we will try to purchase the ticket for you. You will receive a confirmation of successful booking and another one that the tickets were issued, or you will receive a message that your train is fully booked, in which case we will tell you the alternatives. If the alternatives do not suit you, we will fully refund your ticket price. If the alternative ticket is cheaper than the one you paid for, we will refund the price difference. Train tickets have to be ordered in advance. The earlier you order, the greater the chance you will actually get your ticket. We are not bound by the 30/60-days-in-advance booking limitation of Thailand State Railways. We can accept bookings for any day in the future. Train tickets have to be purchased by us at the railway counter. We will do this as soon as possible after we have received your payment. There is a chance that during this time your train will become fully booked. Please do not expect that the ticket is your's immediately after you paid – wait for the final confirmation! The number of available seats shown does not reflect reality; it only indicates that there might be free seats on that train at the moment you look at the website. The update could be delayed and there are no seats left.
Tickets can be picked up in Bangkok at our office in the DOB Building opposite the Hua Lamphong railway station (or at the Bosshotel in Chiang Mai) any time after they are issued. If you plan to pick them up outside office hours, please inform our team in advance. Please collect your tickets as soon as possibel, or at least 60 minutes before departure, and bring a valid photo ID with you. And please understand that once the tickets are out of our hands, e.g. you picked them up or we handed them over to the shipping company, we can not refund or change them anymore. There is still a chance that you can get a refund or change the trip with the tickets in your hands at any railways counter.

12Go Asia responsibilities do NOT include (What we don't handle)

  • If the vehicle, train or vessel does not depart or reach the destination on time. Our schedules are the ones we get from the operators; you have to discuss such issues with them.
  • If the transport operator’s employees are rude. Actions that are normal in one culture can be offensive in another. And anybody can have a bad night. Keep in mind that we are sitting in an office in Bangkok and do not know your driver (just as your travel office does not know the pilot of the flight you booked).
  • If the operator’s seats or vehicles are not up to your expectations or exactly as shown on the pictures.
  • If the operator cancels your trip due to force majeure or unavoidable reasons. If there is a storm, your ferry might not depart. And this is for your safety, so you should be glad about it.
  • If your baggage gets damaged or vanishes into thin air. Keep an eye on your valuables.
  • If the operator has to change your seat to accommodate a monk or handicapped person. This rarely occurs, but there is nothing we can do about it.
  • If you went to the wrong boarding point. Please look at the map we provide on every ticket to find out the exact location of your boarding point.
  • If the operator changes the boarding point and/or changes the vehicle or sends a pick-up vehicle to the boarding point to bring you to the departure point.
  • If you fail to provide contact details or not follow our instructions

In other words: we waive responsibilities in the following cases

  • you gave us wrong email address. Check it twice (PLEASE)! If we find out that you provided a wrong email address we try to contact you by text/SMS via the phone number you have given us. Email is very important - that is the main channel you get your confirmations, notifications etc.
  • you gave us wrong phone number or your phone is offline when needed. In emergencies (departure delayed/bad weather: ferry won't go, change of departing point, etc) - we will try to contact you via the phone you have provided. If you are in roaming, it is required to have your roaming number working an hour or two before boarding/departure/check-in. We'll sent you text/SMS and if that won't work, we call - to save your costs.
  • you failed to follow instructions give in the email/PDF: came right at departure time and the bus is gone, went to a station advised by locals instead of following our directions, did not call us in case of uncertainty, etc.
  • your connecting flight/bus/friend is right after your estimated arrival, but the bus/train/donkey was late - please do reserve significant time for connections (at least 5 hours for connecting flights);
  • the operator did not perform as you have expected it: the aircon did not work, a cockroach crossed your way, bus took longer than expected, on-board snack was poor, or other serious disasters - please complain to the operator, not to us. We are engineers building travel IT system - we do not run buses or trains and neither we fly, train elephants or make your bed in a hostel. The stewardesses at the bus were hired not by us but by the operating company - hence they may not speak enough English. But they all understand Thai in Thailand.
  • you have missed the cancellation deadline.
  • you have missed the departure due to any factors we had no influence on.
  • some other cases, explained in this document - we also strongly advise to read our FAQs.
We play fair and if we made a mistake - we refund and try to fix the case by all possible means (yes, everyone in the world make mistakes; if you do not, we have a position open for you!).
The given departure times on your ticket are the times we got from the operators. It is your responsibility to arrive at the departure point early enough. Normally you have to check in as you need to do when boarding a flight: exchange your voucher for a boarding pass at the operator’s booth. There may be many operators departing from your boarding and/or departure points, so it might take a while to find the right one. Your transport will not leave the departure point before the time given on the ticket.
The arrival time is given by the operators or in some cases calculated when there is no data available. Keep in mind that there are several reasons why your journey might be delayed. If there is a transit time between stations, be careful. This time is calculated automatically and does not include the extra time you will spend in a taxi in heavy traffic during rush hour. Make sure you are early enough in case things do not go as smoothly as you would expect. And calculate at least 5 hours between your scheduled arrival and the departure of a connecting flight!

Your duties

You might have to exchange your voucher for a ticket at the operator’s booth, depending on the operator. (Yes, you just read this before. This is not déjà vu. But it is important enough to repeat.) There may be many operators departing from your origin, so it might take a while to find the right one. Please make sure you will arrive in time to exchange your voucher at the operator’s booth or office for those operators that do require this. In Bangkok the bus terminals are huge. Some terminals handle over 300 buses in the evening hours. If this is your first bus trip please make sure you don't come late. You will need time to find the booth for your bus.
Most probably you will have to prove your identity (so please carry and show your ID card, driver’s license, student ID card, company ID card, passport, etc.). Operators will usually accept anything with your name and picture on it. Failure to prove your identity may end up in boarding being denied.
Important! If you have a connecting flight after your trip booked with us, please allow 5 hours between the arrival of your bus/ferry and the flight departure!
Change of vehicles: The operator may have to change the vehicle or vehicle class because of some important reason; in such a case, 12Go Asia will refund the difference in fares to you if you contact us within 24 hours of your arrival with the exact details of what happened and why. Pictures always help explain the problem and will make the process easier. (BTW: Please send us your best picture from your trip – you might win a prize!)
If you have complains on the operator services, please talk to them directly right after your trip at the station. We are an IT system to collect fare payments, which are almost instantly going to the operator once you paid. We can not re-fund in these cases simply because your money are not with us.

Cancellation Policy

If you managed to read all the text above, you are really tough. If you just jumped here, there might be a problem. Dang – such things happen. Now let's try to make the best of it. Please keep in mind that our support staff is there to help you. They are not the ones who caused your problem; they are your friends. Being rude to them does not help you. And they are locals. There might be a language barrier if you contact us in any other language than Thai or English. German and Russian language is not a big deal, but French, Dutch, Klingon or something we even can't identify is.
Do-it-yourself-cancellation
To make it easier for you and to avoid long discussions, you now have the option to cancel your tickets yourself. Please click the “Support” button on the top of the page. Read the whole page to see if you find information useful for your case. When you reach the bottom of the page, enter your booking number and email. You will see the available options. If there are no options, the operator does not allow cancellation or you are simply too late.
If you are worried about not being able to travel on the day, please ask our support about the specific cancellation details for your operator before you book with us!
Some of the tickets booked through 12Go Asia can be cancelled. Some tickets cannot be cancelled. Don't expect that your ticket can be refunded! Please note that the cancellation process, the fee and cancellation period differ from one operator to another. And we are connected to over 250 different operators. In general, you have to inform us at least 72 hours before your departure. Anything later than that will almost certainly be too late. You should contact our support team immediately and provide complete details, including a solid reason why you have to change your booking. In some cases (depending on the operator / payment gateway used) the money might not be transferred back to your account, but it will be refunded to your internal 12Go account and can be used for your next booking. Most of the operators allow cancellations made 72 hours prior to departure. Some charge a fee for seats paid via 7-Eleven counter service, and some charge a percentage of the total price. Our customer service will tell you which one applies in your case. Changes requested less than 72 hours before departure might not be possible at all.
Payments with PayPal can be easily refunded immediately. Refunds for payments made with your credit card (Omise system) will take up to 30 working days. The money leaves our account instantly, but the banks and payment gateways take that long to process the transaction. To refund payments made with counter service (7-Eleven) is very complicated, if possible at all. They require you to have a bank account in Thailand.
Train tickets will be fully refunded if we cannot provide them. If you book a long time in advance and want to cancel your ticket before it was issued, the cancellation fee is 20%. Once the ticket is issued and you have received the final confirmation that the ticket is ready to be picked up at our offices, the cancellation fee is 50% of the ticket price. Once it is 72 hours or less to your departure time, we cannot refund your ticket. You still can pick it up, go to the counter and try to get 50% refunded there, but make sure you carry your passport with you. As there are a lot of processes behind securing your ticket we can not refund the online booking fee.
Once you have picked up your tickets / boarding passes or we have handed them over to the shipping company in case you requested shipping there is nothing we can do with them anymore. We can not refund or change them, because they are not in our hands anymore. Do not expect us to refund them in such a case, we simply can't.
In case your booking confirmation gets delayed or fails because of technical reasons and e-mail and/or SMS cannot be delivered or because you provided an incorrect e-mail ID / phone number, a ticket will be considered “booked” as long as the ticket shows up in the 12go.asia database. In case your tickets vanished into thin air or got lost during the shipping process, a passport copy is needed to make a police report about lost tickets. With a copy of this police report the passenger will be allowed to board the train. If the customer wants 12Go to make the report for them a copy of the passport has to be provided.

Dispute cases

By using the 12Go website and services you agree to contact the support to resolve any problem you might have before opening a dispute with the bank. If you fail to do so you agree to pay a US-$ 500 fine for any unreasonable dispute you initiate with the bank to incur operational costs of chargeback processing. At 12Go our support will do everything possible to help customers to solve problems that might occur during the booking process or until they have their tickets in hand.

The 12Go Customer Service Team is currently handling a high volume of booking support cases due to peak high season time. We are doing everything we can to get to your case as soon as possible. We apologize in advance for longer than average wait times and we totally understand importance of any delay in replying to the plans you already made. If you already have an open support case, please be assured your case is in our queue and will be handled. "Priority support" cases are handled in priority order. Thank you for your patience.

Office hours: 10:00-20:00 ICT (every day); now offline (Thu 09:49)



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