12Go Frequently Asked Questions

Answers to common questions about booking bus, train, ferry, flight and transfer tickets on 12Go. For help with a specific booking, use the support page.

Last reviewed: September 2026

About 12Go

What is 12Go and how does it work?

12Go is an online booking platform for bus, train, ferry, flight and private transfer tickets in Asia and selected destinations worldwide. You search a route, compare operators by price, class, schedule and customer ratings, pay online, and receive a booking confirmation and voucher by email. Some operators confirm bookings instantly; others confirm manually and your ticket follows later. 12Go works with more than 8,000 transport operators.

Is 12Go legit and safe to book with?

Yes. 12Go is operated by 12Go Asia Pte. Ltd., a Singapore-registered company that has sold transport tickets online since 2012. Every trip on the site shows verified customer ratings from previous passengers, card payments are processed with 3D Secure, and confirmed bookings come with a voucher and an operator hotline. Refunds for eligible bookings can be requested directly from your account. See About us for company details.

Are 12Go, 12go.asia and 12go.com the same company?

Yes. 12go.asia and 12go.com are both websites of 12Go, operated by 12Go Asia Pte. Ltd. The brand is written as 12Go.

Can I book from anywhere in the world?

Yes. You can book from any country on a phone, tablet or computer with an internet connection. Payment methods shown at checkout may vary depending on your location.

Are tickets on 12Go more expensive than buying at the station?

Usually the price is the same as at the station; sometimes it is slightly higher or lower, because each operator sets its own prices. A higher service fee applies on trips where online sales are not yet available from the operator and 12Go staff must buy the ticket at the station on your behalf. This mostly concerns railway tickets, for example some trains in Thailand.

How do I contact customer support?

Reply to your booking confirmation email, or use the support form with your booking number. Support is handled per booking. You can:

• reply to your booking confirmation email;
• use the support form with your booking number and email;
• ask Otto, the 12Go chatbot on the support page, which can also resend vouchers to logged-in customers.

If something goes wrong on the day of travel, such as a missed pick-up, first call the operator hotline printed on the first page of your voucher, because the operator can act on the spot. Then contact 12Go support if the problem is not solved.

How do I log in to my account?

12Go creates an account automatically with your first booking, using the email address you booked with. To log in, open the login page, also linked at the bottom of every page, and enter that email and your password. If you have not set a password yet, select Forgot password to create one. You can also sign in with Google, Apple or Facebook. If the reset email does not arrive, check your spam folder and make sure you used the email you booked with. If you first signed in with Google, Apple or Facebook, use the same option again. Once logged in, you can view your bookings, request refunds, and manage your account.

Is there a 12Go app?

Yes. The 12Go app is available for iPhone and Android; download it from the App Store or Google Play. Log in with the email address you booked with to see your bookings and vouchers on your phone.

Searching and booking

How do I find a route from A to B?

Enter your origin, destination, travel date and number of passengers, then click Find tickets. The results list every available connection sorted by departure time and transport type. If there is no direct connection, search in legs via the major hub on the way, for example Hat Yai to Bangkok, then Bangkok to Chiang Mai. If a place does not appear in the search field, check alternative spellings (Koh Mak, Ko Mak, Ko Maak). If it still does not appear, 12Go does not serve that point yet; try a nearby town.

How far in advance can I book?

It depends on the operator and route. Some open sales months ahead, others release tickets closer to departure. Search your route: if your date is on sale, you can book right away; if it does not appear, it may not be on sale yet, may be sold out, or may not run that day. Check back closer to your travel date.

Why is a trip shown but not bookable, or marked "this departure is full"?

A trip without a Buy ticket button is not available for sale. Common reasons: it is sold out, the operator cancelled or rescheduled it, the operator's online booking window has not opened or has closed, or the route is too short for online sales. "Departure is full" means there are not enough seats left for the number of passengers you selected. 12Go cannot add seats; please choose another departure, date or transport type.

How many seats are left on a trip?

Trips with the instant confirmation badge show live availability once the trip is in your cart, and many offer a seat map. For trips confirmed manually by the operator, the seat count is indicative. If the operator cannot accommodate your booking, 12Go support will contact you with alternatives.

Can I book a return ticket?

Yes. Select a return date before you search, and after choosing the outbound trip you will see return options. Outbound and return are separate purchases unless sold as a package, so cancelling one does not automatically refund the other.

What passenger details and ID do I need?

Enter each passenger's name as it appears on their passport, plus a contact email and a phone number with the country code, so 12Go can reach you by SMS if something changes. Train and flight bookings also need each passenger's passport number and gender, and railways check them; a wrong gender can lead to refused boarding. Bring that same passport when you travel. Some bus operators also ask for ID, such as a passport, driver's licence or student card. If you entered something wrong, contact 12Go support before you travel.

Is my seat guaranteed?

A confirmed voucher guarantees you a seat on the trip, but not always a specific seat number. Where seat selection is offered, it is free, and you will normally get the seat you chose; some operators reassign seats or change the vehicle. If you arrive after check-in closes, the operator may resell your seat and no refund applies. If you were not given a seat despite a valid voucher, send the evidence to 12Go support so it can be investigated with the operator.

Do you offer child fares?

Yes, on many routes, but each operator sets its own rules. Where child fares exist, a date-of-birth field appears at checkout and the discount is applied automatically. Infants on an adult's lap usually travel free; the age limit varies. For a separate seat, book the child as a child or adult passenger, and always include infants in the passenger count. Some Thai ferry companies have specific rules; for example, Lomprayah discounts children under 11, while Seatran prices children by height at the counter. See the trip description for details.

How much luggage can I bring?

Check the trip description on the booking page first; most operators state their allowance there. General guidelines where none is given:

For exact limits, call the operator on the number in your voucher. Railway allowances are covered on the Thailand trains page.

Can I travel with a pet?

Most operators do not allow animals on board. Trains do not permit pets in air-conditioned carriages. Some ferries accept caged pets on the open deck. Taxi and private transfer operators usually charge an extra fee. Check the trip description on the booking page for the specific rule.

Is 12Go accessible for passengers with disabilities?

Accessibility depends on the operator's vehicles and facilities and varies by route. Check the trip description before booking, and contact the operator on the voucher hotline to confirm any assistance you need.

Do you offer hotel pick-up or transfers between stations?

Yes, on many routes. Search for stations that include the word Transfer; these either list pick-up and drop-off points or let you enter your own. Your hotel should be inside the city area, otherwise the operator may charge extra or decline.

If your hotel is not in the list, select Other or the nearest hotel, then reply to your confirmation email with the hotel name, address and a Google Maps link. 12Go will confirm the pick-up point with the operator. The trip is confirmed only once the operator approves the location.

Do I need travel insurance, and how do I add or decline it?

Travel insurance is offered on the Passengers page during checkout. If you do not want it, select No insurance. Your choice appears as a separate line above the total on the Payment page, where you can still change it. Once paid, insurance is non-refundable.

Do I need a visa for a cross-border trip?

Passengers are responsible for their own passports, visas and permits. Visa rules depend on your nationality and destination, so check with the relevant embassy or consulate before booking. Border checkpoint locations and processing times depend on the route; confirm them with the operator on the voucher hotline. Buses on cross-border routes such as Bangkok to Vientiane keep to their schedule and will not wait if you are delayed at immigration. 12Go is not liable for costs arising from missing or incorrect documents. See the immigration and border crossing article for more.

Can I book connecting trips separately?

Yes, but each booking is separate, with its own operator. If one leg is late and you miss the next, the missed trip counts as a no-show and is not refunded. Leave at least 2 to 3 hours between separately booked ground trips, 4 to 5 hours when a flight is involved, and 5 hours between a flight arrival and a separately booked onward flight. Where a single ticket covers the whole journey, for example bus and ferry to an island, it removes this risk.

Tickets and confirmation

When will I receive my ticket?

Instant tickets arrive within minutes; other tickets arrive when the operator confirms them.

Instant confirmation. Trips with the instant badge are confirmed right after payment, so choose one if you need your ticket now. If nothing arrives, check your spam folder and the email you entered.

Confirmed by the operator. Some operators issue tickets only a few days before departure, even if you book weeks ahead. Your receipt shows an estimated confirmation time based on past bookings; it is an average, not a guarantee. If the operator cannot confirm your booking, you receive a full refund.

Do I have to print my ticket?

Not always: it depends on the operator. With the e-ticket badge, the PDF voucher on your phone is enough. Otherwise, print the voucher and exchange it for a ticket at check-in or keep it during the trip. Some ferry operators also email their own ticket, which you must print. Operators can refuse boarding without a printout, and no refund applies. Your confirmation email and voucher state which rule applies; most hotels can print for you.

How do I find my booking confirmation or voucher?

Log in to 12Go with the email address you used to book and download the voucher from your profile. The chatbot on the support page can also resend it to logged-in customers.

What if I entered the wrong email address?

Use the incorrect-email form on the support page. If the typo is obvious (gnail instead of gmail), 12Go may already correct it and resend your documents. Otherwise 12Go will try to reach you by SMS, so make sure your phone number and country code are correct. In the form, include the booking number, your correct email, the bank transaction details and the last four digits of the card, so the booking can be found quickly.

Payments

Which payment methods do you accept?

Payment methods are shown at checkout and vary by your location. All card payments must be 3D Secure. Payments from territories under international sanctions cannot be accepted.

Why was my payment rejected?

Your bank declined it, most often because of the card limit, a wrong CVV code or online payments being turned off. Common reasons:

1. The CVV code was entered incorrectly.
2. Your card's single-transaction or monthly limit is below the ticket price.
3. Geographic restrictions. 12Go charges may originate from Thailand, Singapore or Cyprus; make sure these countries are allowed on your card.
4. The card is not enabled for online purchases.
5. The payment originates from a territory under international sanctions. These cannot be accepted.

Try another card or payment method, or contact your bank.

Why am I not receiving the OTP code?

Your bank sends the one-time password to the phone number registered with your card. Travellers using a local SIM abroad often cannot receive it. Before you switch SIM cards, set up an alternative such as your banking app or email for OTP delivery. 12Go cannot change how your bank verifies payments.

Why was I charged when my booking shows as unpaid?

Each payment attempt creates a booking, so you may see several bookings for the same trip. If 12Go received your payment, you have a receipt for it; compare its booking number with the one in the reminder, or check all bookings in your profile. Banks sometimes hold funds from a failed attempt and release them within hours. If you were charged twice, see I was charged twice.

PayPal may review a first payment for up to 24 hours, and tickets cannot be issued until it clears. Do not open a dispute during the review; contact PayPal for the status.

Why did I pay more than the amount on my receipt?

Your bank or payment provider added its own fees, such as currency conversion or transaction charges. Your receipt shows only the ticket price and 12Go booking fees; your bank's charges are set by the bank and are not on the receipt.

Can I get a tax invoice?

Yes, for bookings with operators based in Thailand. Log in, go to Profile → My Tickets, open the booking and click Request tax receipt, then fill in the required details. If the button does not appear, the tax invoice service is not available for that trip.

What are internal credits and how do I use them?

Internal credits are funds in your 12Go account, usually issued as a refund option after a cancellation. You get an account with your first booking; log in with your booking email.

• Credits pay for any ticket or service on 12Go, with no transaction fees.
• They cannot be transferred, withdrawn as cash or topped up.
• To use them, log in and choose Internal Account as the payment method at checkout; your balance is shown there.
• If the trip costs more than your balance, tick Spend the credits and pay the difference another way.

Changes, cancellations and refunds

Can I change my travel date?

Sometimes: not every operator allows changes. Where changes are allowed, some trips can be rescheduled directly from your 12Go profile; others require a request to 12Go support or to the operator, and a fee may apply. Check availability of the new date on the website first, then send the new date and time. For refundable bookings, the deadline for changes usually matches the last free-cancellation deadline.

Can I cancel my booking and get a refund?

Yes, if your ticket is refundable and you are within the cancellation window shown during booking and in your confirmation email. You can cancel it yourself from your 12Go profile without contacting support. For these self-service cancellations, the refund starts within 24 hours and the booking status changes from Confirmed to Refunded. If the policy allows a refund but you see no option to cancel, reply to your confirmation email with screenshots and support will process it. The general rules are set out in the Terms of Use.

What if my bus, train or ferry is cancelled?

You are entitled to a refund when the operator cancels your trip. Some operators refund passengers directly; contact them with your booking details. For others, 12Go handles the refund and needs evidence: the operator's cancellation notice, a timestamped photo of the closed station or pier if relevant, and any other supporting documents. Send it through the support form. 12Go pays out once the operator has released the funds, which can take from minutes to several months depending on their policy.

How long does a refund take?

From instant (PayPal, internal credits) to about a week (bank transfer), depending on how you paid.

Once 12Go sends the refund notification, the rest is with your bank or payment provider. Full details are in How refunds work.

I have not received my refund yet. What should I do?

Check the refund notification from 12Go. Once it is sent, the money has left 12Go, and the timing depends on your payment method; see how long a refund takes. A full refund within 24 hours of payment often shows as a cancelled charge, not a new transaction, so check your statement for the original charge. Refunds to GCash, Dragonpay, Thai QR and similar methods are sent manually and can take longer. If you have no notification yet, the refund may still be waiting on the operator.

I was charged twice. Can I get a refund?

First, check whether you have one booking or two. If a payment attempt failed and you paid again, your bank may show a hold from the failed attempt; banks usually release it within hours. If you have two bookings for the same trip, you can request a double-booking refund when all of these match: operator, route, class, departure date and time, passenger count and details, and contact email and phone, and the operator has not issued tickets with different seat numbers. Otherwise the standard cancellation policy applies.

Where does my refund go if my card has expired?

If the bank account behind the card is still open, your bank will route the refund to your new card. If the account is closed, contact your bank to retrieve the funds. Alternatively, message 12Go support before requesting the refund and ask for internal credits instead; they are available immediately for a new booking.

Can I get a refund if I miss my trip?

No. A missed departure counts as a no-show on every transport type and is not refundable. See how early should I arrive.

On the day of travel

How early should I arrive?

Operators keep to their schedule and 12Go cannot ask them to wait. If you are running late, call the operator hotline on your voucher.

How do I find the boarding point?

Your PDF voucher shows the boarding point address, a photo of the counter and its location on a map. Show it to a taxi driver or your hotel reception if you need help getting there, or call the operator hotline on the voucher for directions.

What if my pick-up driver does not arrive?

Call the hotline on your voucher. Shared transfers collect passengers from several hotels in turn, so the time on your voucher is when you should be ready, and the vehicle may arrive later. To avoid surprises, call the hotline the day before to confirm the pick-up time. If nobody arrives and you cannot reach the operator, send 12Go support your call log and a timestamped location so it can be investigated.

What is on board: food, toilets, Wi-Fi, air conditioning?

It depends on the operator and class. Some long-distance buses provide water, snacks or blankets and stop at rest areas or restaurants; most large buses have a toilet. Wi-Fi is rare, and on-board entertainment is usually in the local language. Air conditioning on buses, trains and planes is often set very cold, so bring a jacket. The photo on the booking page shows the typical vehicle; check the trip description for details.

What if something went wrong during my trip?

If the driver did not show, the operator refused your voucher, the departure point changed, or you travelled in a lower class or a different vehicle than booked, collect evidence: photos, tickets, receipts and any messages. Send it to 12Go support with your booking number. 12Go investigates with the operator and, where a lower class was provided, refunds the price difference.

What if I lost or damaged luggage, or left something on board?

Contact the operator immediately on the hotline in your voucher. Operators handle lost property and luggage claims directly, and items can usually only be collected in person at their office or counter. 12Go is not present during the trip and cannot recover items on your behalf. Keep valuables on you rather than in stored luggage or under your seat.

Flights booked through 12Go

What documents do I need and how do I check in?

Domestic flights require a valid ID or passport. International flights require a passport, a visa where applicable, and sometimes proof of onward travel or accommodation. Airlines can deny boarding if you cannot show these, and no refund applies. Online check-in is usually available on the airline's website using the PNR in your confirmation email. For arrival times, see how early should I arrive. Seat selection, where offered, is done with the airline.

Can I get a refund on a flight ticket?

Most low-cost fares are non-refundable, including tickets on VietJet, Nok Air, Cebu Pacific and Vietnam Airlines. Exceptions apply for force majeure such as natural disasters, where the airline may offer a refund, voucher, credit or rebooking. Airline refunds take 45 to 180 days depending on the airline, your payment method and demand after major disruptions. If your flight is cancelled or you are denied boarding, keep all airline correspondence and send it to 12Go support for processing under the airline's policy.

Will my airport transfer wait if my flight is late?

Private car operators wait 1 to 2 hours after landing, depending on the company; shared transfers do not wait. When you book, enter the airline, flight number and arrival time, and call the hotline on your voucher as soon as you know your flight is delayed. For time between separately booked flights, see connecting trips.