How do I know if my ticket is confirmed?
Immediately after the payment, you will receive a payment confirmation. In many cases, you will also receive a PDF voucher that will serve as your ticket.
If you have booked a Thai Railway train ticket, after the payment, our staff will go to the counter at the railway station to purchase your tickets. As soon as we have your tickets in hand, you will receive a ticket confirmation. Please note that the State Railway of Thailand releases their tickets 90 days prior to departure (or, in some cases, 30 days prior to departure).
After receiving the confirmation, you can come to our office and pick up your tickets. You can do this early or choose to come on the departure date. Please pick up your tickets not less than 60 minutes before departure and have your ID with you.
Other operators often do not provide immediate confirmation for their bookings either. Look for the “Instant” badge on our website to find trips that are confirmed instantly.
Where can I pick up my train tickets for Thai Railways?
Tickets for the trains departing Hua Lamphong railway station in Bangkok have to be picked up at our office in the DOB Building opposite the station. Take exit #1 from Hua Lamphong MRT station. The building is only 30 meters away from the exit.
Please note: you will be able to select the tickets pick-up point during checkout. If you have booked a Thai Railway ticket for a train which is not departing from Hua Lamphong Railway Station in Bangkok we can send your boarding passes to the parcel office inside the Railway Station that you’re going to depart from.
An additional cost has to be charged for this service and you can select either the parcel room delivery service or the Thai Post shipping option (EMS) to your hotel. EMS cannot be used for hotels on islands.
Tickets for the trains departing Chiang Mai railway station can be picked up either at the parcel office inside the train station or 24/7 from the check-in counter in Bossotel, depending on what you selected as your pick-up point. The hotel is right in front of the railway station. You cannot miss it. It is less than a one-minute walk from the station.
Please note that after you have picked up the tickets, we will not be able either refund or change them anymore.
Also see: How train tickets are delivered
Can I travel together with my girlfriend / boyfriend in the same cabin?
Yes, you can travel in the same cabin.
Mixed gender is not a problem for the Thai trains.
In case you are booking a single seat at the 2-place VIP compartment, you will be placed together with the same gender person.
"Ladies only" carriages are for ladies only
Thai Railways train tickets delivery
There are 4 available options:
- Pickup at our offices Office hours are 10:00 - 20:00
- Hotel delivery 100 THB
- Post delivery to any country price 1500 THB (Approximately 1 week (+/-).
- Parcel room at the train station delivery 100 baht
The ticket pickup point could be selected during the checkout.
We do not ship to islands in Thailand due to a large number of lost tickets.
We want to sit together. What should we do?
Everybody wants to sit together. We know that. Our employees always try to get the seats as close to each other as possible. Only in very rare cases, the seats will not be adjacent: for example, when a train is almost fully booked and there are only few seats left. The bigger the group, the higher the chance that not all of its members will stay together.
Is passport number really necessary? Can I change passport details it after purchasing tickets?
Yes, passport numbers are required. Airlines and many other operators do require it to complete the booking. You also need to show your passport when you pick up your Thai train tickets.
However, if you need to change the passport details after purchasing the tickets, you can do it for all bus, van and ferry operators. You can also change the passport details for train bookings. The airlines are more strict about passport details and will not allow changing the details, or will require paying a fee.
Can I pick up train tickets before the travel date?
Yes, you can. Thai Railways tickets can be picked up anytime after they are confirmed unless you have chosen the option to receive them via post or pick them up at the train station. Please note that after you have picked up the tickets or we have handed them over to the shipping company, we will not be able either refund or change them anymore. If you plan to come days ahead, please notify us in advance and we will have the tickets ready for you. There is no need to pick up bus, ferry or other tickets.
Can I board a train in Thailand with a PDF? Do I have to exchange it?
You will need to come and pick up the old-fashioned paper train tickets at our counters or have them posted to you. You cannot board the train with the PDF voucher.
How II Class sleeper trains look like in Thailand
Please take a look at this video: https://www.youtube.com/watch?v=kkKxEJxef6A
I have put the wrong passport number for one of the passengers. Can you change it?
Yes, we can. If you have made a mistake in the passport number, simply contact us using the support form below and we will update the system.
However, in case you have airplane tickets, it might be much more difficult or even impossible to fix the passport details.
My departure is early in the morning and your counter opens too late. What can I do?
Don't worry. Contact us using the support form below and we will figure something out.
I got a new passport. Can you change the number?
If you purchased Railway Tickets, and want to pick them up, yes, we can. Simply contact us and we will update the system.
If you need to change the passport details for a flight, this might be more difficult. Contact us and we will check if this is possible.
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 Myanmar 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.
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 railway 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. :)
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!
I want to travel more than 2 months ahead. Can you arrange SRT Railway 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).
Do they sell alcoholic beverages on the trains in Thailand?
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.
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.
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.
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.
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.
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.
How do I get from Bangkok to Koh Samui by train?
We have various trips available from Bangkok to Koh Samui. There are combo trips available with train+ferry tickets with transfers included in the trip. Kindly search for the station on top of the page, input the desired date and click on "Find tickets".
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.
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 switch seats with my travel companion?
Yes, you can switch seats with your friends as you like.
I want to book a train to Bangkok. Is it possible?
As you probably know, Thailand Railway requires physical tickets to board their trains. This means that you need to come to our office in Bangkok and pick up your tickets before traveling.
What should you do if you want to travel from some station to Bangkok?
The best and most secure way is to book tickets and pick them up at our office in advance. If you are not in Bangkok, read the options below;
1) When making a booking, you can select the option to pick up the tickets at the departure train station. We will send the tickets there a couple of days before the departure and you will be able to pick them up at the baggage room;
2) Select Express Mail option to have the tickets mailed to your address in Thailand;
3) Or select international shipping to EU, US or other countries.
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 islands in Thailand anymore. We had too many cases of lost tickets. 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.
Can I buy a ticket from Bangkok and board at another station?
Yes, of course. If you are able to pick up your ticket from Bangkok, you can board the train from any station on the route.
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.
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!
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 to board. 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.
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.
Motorbikes on Thai trains
You can follow a detailed guide at this page here from Rider Chris.
Disabled Passengers on Thailand Railways
Disabled passengers are invited to contact us directly as the availability of services varies between routes and is generally inconsistent. We are happy to check with the railway upon request.
How can I contact 12Go?
Please first see our support articles and see if your question was already answered.
We do not have any hidden trips, if something is not on the website it means we don't have it. We are always open to feedback, if you feel like we can add routes we don't have yet, we could definitely take it to consideration.
To contact us directly, please click "Open support case" below the article. Enter your booking number and email address or choose the option "I don't have a booking number".
The support form can also be used to cancel your bookings and download vouchers. To view the list of your bookings, log into the system.
We do not publish phone numbers or email addresses because we are overwhelmed with spam calls/emails. We have decided to automate the process to give more attention to customers in need.
However, if you're our customer, you can sign in on the website and click on "Call us online"button in order to reach our hotline. We operate from 10 AM until 12 AM BKK time.
Important! If you are currently experiencing an issue during the trip (e.g. you are not picked up by the driver, you have missed your ferry, etc.), the best way to try to solve it is to call the telephone numbers provided in your voucher.
How do I cancel my ticket?
To cancel your ticket, click “Open support case” below. Enter your booking number and email and click on “I want to cancel my ticket”. You'll be offered an option to cancel the ticket if the cancellation is possible.
Each operator has their own cancellation rules which are displayed during the booking process. Click on the “Cancellation” tab at checkout to see them.
Please note that after you have picked up your SRT train tickets or we have handed them over to the shipping company, we will not be able either refund or change them anymore. In that case you need to go to the railway station with your boarding passes and ask if a refund is possible. The earlier you do this, they higher the refund.
How do I change the 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 and we will do our best to change your ticket, usually for a small fee.
Some operators allow changing the trip date right through our system; in other cases, you may need to contact us. There are operators, though, who treat changing of the date as a cancellation and purchasing a new ticket; it can be costly.
There is a "flex" option available at checkout for some bookings which serves as a date/cancellation insurance. With this option included, we will change or cancel your ticket in any case (provided there are seats available for the new date).
Do I have to print out anything?
It depends on the operator, but yes, you need to print the voucher in most cases.
We are recommending to print the voucher even if the operator accepts the screenshot. The first page of the voucher contains a map, the address in the Thai language for your taxi driver and the contact number for your booking, which could help you at the emergency situation.
In case you are traveling by the Thai railways, there is no needs to print out the voucher.
You can show a screenshot or tell us your booking number when you pick up the tickets in our office or in Bossotel in Chiang Mai.
SeaTran Discovery Ferry requires a printout of the voucher only on few stations at the Western part of the country. Their main counters accept screenshots as well.
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.
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 of 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.
Where can I print out the PDF vouchers in Thailand?
You can find printers in hotel lobbies, Internet cafes, "Kodak" photo shops and coffee shops, e.g. True Cafe.
If you are in Bangkok, you can visit our office and we will print out the tickets for 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 your 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!
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.
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.
Why don't you have child fare options on your website?
We offer tickets for more than 500 operators with about 300,000 daily departures. Almost every operator has a different understanding of how child-fares are defined. Please contact us to find out the exact price for your kids on the route you want to travel in case that it is not shown automatically on the booking page.
Do I have to pay for the shuttle from the train / bus station to the pier?
Pay attention to what type of tickets you have: combo or joint. Combo tickets (1 ticket for multiple transportations) usually include all the transfers. Joint tickets (joint tickets suggested by the system) do not include a transfer and will notify you about how long is the transfer between stations.
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 a starting point for the ferry ticket.
In Suratthani, you can choose 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.
What is 12Go?
We're a group of companies registered in Singapore and Thailand providing an e-ticketing platform to passengers, travel agencies, airlines and transport companies. We work with over 500 transport operators in Asia. 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.
Where our fees go to? Why do I need to pay the online booking fee?
Here is what your fees are used for:
1) Manual operations. 28% of bookings in 12go.asia are handled manually. This means that someone from our team goes and physically buys the tickets for you, or contacts the operator directly and makes sure you are able to travel. Boarding passes are stored and kept on hand for the moment you decide to come and pick them up;
2) Connecting more destinations. In the past two years, we grew from only two countries to an international travel hub, allowing passengers to travel in Europe, India, Japan, China, South-East Asia and we continue growing;
3) Improving the customer experience. We constantly improve our website and do a lot of work 'under the hood' to make sure you get the best deals by using the convenience our website provides. There are no shady price switching schemes. We only work on increasing speed and making sure you get the best service;
4) A total team of over 120 employees is working hard every day of the year to make your holiday trip happen.
Here is what we don't do:
1) Aggressive marketing;
2) Price tampering;
3) Hiring 100 designers to make sure you press that Buy button for a trip you do not need.
Can I use 12Go 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.
Is there a discount for children?
This depends on the operator. In general, you can reckon 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.
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.
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 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 in 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.
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 a 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.
General Terms and Conditions of our Service
Please check Terms and Conditions here: https://12go.asia/en/terms
Why did my driver take a picture of me?
It is a very common practice that drivers make a photo of their passengers to have proof that they picked up their customers on time. Please do not worry about it. If you do not wish to have your picture taken please inform us before you book your trip, so we can find an operator that won't take a picture of you.
Airline requirements for international flights
Some airlines might occasionally check your documents regarding a valid visa for the country you wish to enter. Please keep in mind that the airlines are responsible for the transport of the passenger in case the entry to the next country is denied. Therefore the airlines might require proof of the duration of your stay and onward travel. You might have to present a return ticket, an onward ticket or (if you are lucky) only a hotel reservation. If you are not able to show such documentation the airline has the right to deny the boarding. 12Go encourages customers to check all visa and airline's requirements before they book an international route.
Train Tickets in Malaysia (KTM, Malaysian Railways)
Is it possible to cancel KTM train tickets?
As of now, it s not possible for 12GO's customers.
We are very sorry for any inconvenience that will cause.
Thank you for your kind understanding.
Can I board KTM train with Just my PDF voucher?
Yes, you can board Malaysian railways train with a printout.
When you purchase KTM ticket, you will receive a confirmation letter, and a little bit later you will receive the actual ticket in a PDF format. Print out the PDF and board the train. No need to check-in at the counter.
Do I need a QR code for KTM train?
Not always. Currently, not all KTM trains in Malaysia are equipped with QR readers. If your train has a QR reader, your ticket will have a QR code. In case tickets do not have a QR code, you will be able to board the train with just the Ticket ID.
When will I receive my tickets for Vietnam railway?
If you made your booking more than 96 hours prior to departure your tickets will be automatically reserved for Vietnam Railways and the booking will be completed by our staff as soon as possible. Bookings on Vietnam Railways made within 96 hours and bookings for all private trains are sent directly to our staff for completion. Please keep in mind that there is likely a 7-8 hour time difference between where you are reading this and Vietnam, so it could be several hours before your tickets are sent. If you have not received your tickets after 12 hours it would be wise to check your spam folder before contacting us.
How long in advance can I book a ticket for a train in Vietnam?
Most routes on Vietnam Railways open 60 to 30 days before departure. Longer routes such as Hanoi to Ho Chi Minh City will open closer to 60 days in advance while shorter routes such as Hue to Danang may open closer to 30 days prior to departure. This can vary by the type of seat/berth you wish to book. Private trains are open 60 days in advance.
In the future, we plan to offer advanced reservations to allow you to book before the routes are open and then we will complete the booking for you as soon as they are available but at the moment we are not able to do this.
If you plan on traveling in Vietnam around the Tet holidays which will take place during the last week of January and the first week of February, tickets sales may open as early as the first week of November and we recommend booking as soon as possible.
What kinds of classes are available on Vietnam Railways?
There are 3 main types of carriages: 1st Class Sleeper, 2nd Class Sleeper AC and 2nd Class AC Seats Only. Hard seats are available upon special request but it is not recommended for most journeys.
1st Class Sleeper
First Class Sleeper is the highest class on Vietnam Railways and each car is made up of 7 cabins with four berths. You will be provided with pillows and sheets and the cabin should have ample reading lights and electrical outlets. The berths are hardly luxury mattresses but you should be able to sleep without discomfort. During the day, it’s usual for people to sit on the bottom beds and trolleys with food and drinks will come by from time to time. There is luggage storage under the bottom bunk and a large space above the door for additional items. First-class cars will have restrooms at one or both ends and they should be stocked with toilet paper and relatively clean at least for the initial departure.
2nd Class Sleeper AC
The 2nd Class Sleeper AC cars on Vietnam Railways have all of the same amenities as in the First Class Sleepers except that instead of 4 soft berths in each cabin there are 6 hard berths. Some may find the hard berths a bit uncomfortable and there is not a lot of space between them which may cause taller travelers feeling a bit cramped. Like the 1st Class Sleepers, the 2nd Class is always air-conditioned, possibly too well, so be prepared for that.
2nd Class AC Seats Only
2nd Class AC Seats Only are soft seats which can best be described as well used airplane seats. There will be limited luggage space under your seat or overhead and often tickets are sold for “seats” on the floor of the aisle where people will sit on small stools. We do not recommend booking a soft seat for an overnight journey but for daytime trips they are perfectly acceptable. The cars will have a couple of power outlets spaced along the walls and toilets at either end. The toilets are separated from the air-conditioned part of the car and the area outside of them serves as a default smoking section. The bathroom is an Asian style squat toilet which is basically a hole in the floor. There will not be toilette paper so bring your own.
What about luggage on trains in Vietnam?
You can carry your luggage onto the cars and keep it above you or on special racks or underneath your seat. Some travelers secure their bags to the rack with a bicycle lock.
There is no hard limit to the amount of baggage you can bring on the train and you may be surprised by the amount that some Vietnamese families take with them but be reasonable. Boarding and disembarking from the train can be quite rushed and hectic and unlike in other countries, there are no carts and no one to help you with your luggage.
How does the boarding work in Vietnam trains?
Boarding procedures are subject to many variables such as station, staff, time of day, etc. At times you may have to show your e-ticket to access the platform and then the conductor will scan it onboard the train and at other times you can board without showing your ticket before having it scanned once you are underway. It is possible to board at a station that comes after your initial departure point and you can get off the train at an earlier station but please note that no tickets are ‘hop on, hop off’ tickets.
The process for private trains is a bit different. We will send you a PDF voucher with your confirmation code and you need to present that at the operator's window at the station or office nearby. The voucher will contain directions to the ticket pickup location.
What if my Vietnam railways tickets are unavailable after I pay?
During the summer high season and a few other times throughout the year, tickets booked at the last minute can become sold out before we have a chance to complete your order. It happens in less than 1% of cases. For Vietnam Railways we will email you a list of possible options and as soon as you reply we will book your alternative. If there is no alternative we will refund you in full. For the private railways, we will automatically switch you to a provider of equal price and comfort level should your desired train become unavailable. There is nothing you need to do in this case, we will simply book the available train for you and send you an email notifying of the change. We promise that there will be no noticeable difference in the quality of service for the new booking.
Will the Vietnamese train arrive on time?
Vietnamese trains are not always on time. Often there is a delay, sometimes several hours. Do not plan your connecting flight without a significant break between train arrival and your next departure.
What is the railway like in Vietnam?
In Vietnam, all railways are government-run but they have allowed private companies to furnish and service luxury cars which are attached to the state trains. Tracks span the length of the country and generally run near the coast which can open magnificent views. Nearly all major tourist destinations can be reached by train and in most cases, it is faster than taking the bus and certainly more relaxing. One of the only popular places unreachable by train is Dalat in the central highlands which one can get to by bus or plane. Short delays are not uncommon but often trains are able to make up the lost time and arrive on time.
Can we leave things at the station for storage in Vietnam?
Luggage storage varies from station to station and at many, the “luggage storage” is handled by the women selling drinks in the corner. When organizing your travel we would not recommend on planning to store your luggage at the station for any significant amount of time.
Traveling with children on Vietnam trains
Children under 6 years old travel for free, aged 6 to 9 get a 25% discount for sleeping berths and seats, aged 10 and over - full price. Children can only travel for free if they share a seat/berth with you. In this case, you do not need a ticket for the child just be prepared to show their passport to prove age when boarding. If you want a child to have their own seat you will need to book a regular ticket for them and we will apply a discount of 25%.
Is it possible to transport a bicycle / motorbike using trains in Vietnam?
Yes, on many trains it is possible to transport a bicycle or motorbike. It is best if you can go the station the day prior to departure to make the arrangements at the luggage office. We can not give reliable advice on the cost of transport as it depends on the size of the bike and the mood of the staff. In most cases, the price will be very negotiable.
Should you arrive at the station and find that it is not possible to transport your motorbike on the train for which you have already booked you will need to buy a new ticket on a train that can do the transport and cancel your booking in person at the station. After canceling please inform us as the refund can only be sent to the agent who made the booking and then we will send to you.
What are railway stations like in Vietnam?
Vietnamese train stations often consist of little more than a ticket office and a waiting room which many European travelers will find quite bare and basic in terms of amenities (for American travelers it will not be all that different from your average Amtrak station). Recently free wifi has been deployed to most major stations and ticket QR codes are often being scanned directly from smartphones, so the process is rapidly modernizing.
With the exceptions of Hanoi and Ho Chi Minh City, few stations have food or convenience stores inside but you should be able to find anything you need in the area directly surrounding the station. Trains stop only shortly at most stations so your chances to purchase items once onboard will be limited. The railway might have affordable food and drinks.
Where can I find train schedules for Vietnam?
All information and scheduling can be found on our website and if you believe something is missing please let us know. We get our information updated in real time from the railway to ensure accuracy and you can find train schedules, costs, travel times and train types by entering your desired origin and destination into the search bar. Please note that for some routes, we do not display results for the 3rd Class hard seats. If you really want to travel via hard seat, you may contact us and we will check availability.
Disabled passengers on Vietnam trains
Disabled passengers are invited to contact us directly as the availability of services varies between routes and is generally inconsistent. We are happy to check with the railway upon request.
How are ferry tickets delivered?
Please print out 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.
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.
Thailand Bus Tickets
Are the bus tickets e-tickets?
Yes, in general, bus tickets are e-tickets. After a successful booking, you will receive 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 on 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.
Do I get free food, drinks, blankets? Are there stops on the way? Is there a toilet in the bus?
Some operators provide different kinds 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.
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.
My bus leaves from Southern Terminal? How do I get there?
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.
From Suvarnabhumi Airport, take the air-con bus number 556. They service around 06.00 AM - 09.00 PM, expenses around 24-35 Baht.
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.)
If you stay in Khao San road area, taxi is the best way because it's fastest.
Will my bus stop during the trip? 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 booking VIP class buses.
Please read the trip information for every trip. If we have the information on the number of stops, we will put it in the information section.
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.
Will the bus depart on time?
Yes, most probably it will. Unless there are unforeseen complications.
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.
I am traveling with children – how can I book bus tickets for them?
This depends on the bus operator. In general, you can reckon 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.
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.
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 to another bus station. It is shown when you book your ticket. The transit time given in the system is 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 also prove joint tickets that will take you the whole way through.
Will my bus arrive on time?
No, most probably you will arrive ahead of schedule or a little late. Transit times depend on traffic conditions, weather, driver's 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.
How to use our system
How to book tickets using 12Go?
On top of the website, enter your origin and destination. Start typing the name of the places and select the right one from the list. Then pick a travel date, return date (or choose One way) and the number of passengers in your group. Now you click on the green button 'Find Tickets'. Important: always click on "Find tickets" after you have changed the date/departure/destination.
The next page will contain all the available trips sorted by departure time, departure point and means of transport.
- The list of operators available.
- The trip schedule. Please remember that the schedules are for reference and Asian operators can often depart earlier or be late.
- Departure and arrival stations. Click on the station name to see it on the map.
- Customer ratings for the trips. Click on them and read them to make an informed decision.
- The class of transport.
- The ticket price. If the child tickets are available, we will show the child price too.
- Additional information about the trip. We recommend reading through it to make an informed decision. Often this section replies to common questions you might have about a certain trip.
- Additional tags for the trip. Here you can see whether the trip is refundable and whether it is confirmed instantly
Pick the trip that fits you most and click '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 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.
Enter correct 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 an SMS reminder to you in case there is an emergency. 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. 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 contact us before you book.
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.
Then you have to select the pickup 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. 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.
Then you can decide if you want ease of mind and get an insurance for your journey. There are different options available.
Now you have to agree on the Terms & Conditions, confirm that you agree to 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.
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 choose 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. Choose credit card or PayPal as a payment gateway. 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.
How do I get from A to B?
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.
Ticket confirmation process
The tickets are sent to your email address when they are confirmed by the operator.
There are two types of confirmations: instant and manual.
Operators who confirm bookings instantly are connected to our systems directly, confirmation is done automatically shortly after booking has been placed. Such operators have an instant badge (little lightning icon) on their trips.
Operators that are not connected to our systems directly confirm bookings manually, meaning, a staff worker at their end will go through all the bookings and confirm them one by one. As you can imagine, this process is more time consuming, and it will take longer for such bookings to become confirmed. Operators who employ this system have specific deadlines for confirmation. For example, some promise to confirm the booking within 24 hours after it has been placed but no earlier than 3 weeks before the departure date etc. If you place booking months and months in advance, it may take several months as well to receive the confirmation of your trip.
I want to book for a large group of people. How can I do that?
The 12Go system shows normal availability for seats on regular transportation. If you are planning a trip for more than 8 people please contact our support under firstname.lastname@example.org and inform them about the travel date and time, origin and destination, the group size and if you need anything special. We can arrange vans, buses, ferries and flights for you and your group. We can even charter a yacht or a plane. Our team will come back to you as soon as possible with a quotation. We will try to make this as easy as possible for you.
Payments and Refunds
Can I receive a refund for my ticket?
It depends on many factors. Some operators allow refunds, while others don't. There is a deadline for refunds if they are possible.
When making a booking, please check the cancellation rules for each operator/trip by clicking on "Cancellation" tab during the checkout.
After you've made your booking, you can check the available refund options on our support form below. Click on "Open support case", enter your booking ID and your email address and choose the option "I want to cancel my trip".
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.
After successful payment, you will instantly receive an email confirmation.
How much refund can I get?
Please read the Terms & Conditions. It is explained there.
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. Additionally there might be charges from your bank for currency exchange that depends on your bank and we neither know about it nor can we predict if and how much your bank will charge you for that.
I don't see the refund on my account
If you paid through Omise (i.e. using your bank card), it may take up to 45 days for the refund to reach your account.
Please note that many banks will not notify you when a refund reaches your account. Please check directly with the bank to make sure you have received it.
If a full refund was sent to you less than 24 hours after the initial payment, no transaction will occur at the first place and no funds will be taken from your account at all. Probably, you will not be notified about the refund by your bank.
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.
How to make an extra payment
Sometimes you need to make an extra payment for a checked bag for your flight or for a date change. In this case, our team will send you a payment link.
To make the payment, simply follow the link, choose the method that suits you and proceed with the payment. We will be notified by the system that you have made the payment, however, we would appreciate it if you also send us an email after the payment.
Please note that each payment link has an expiration date.
Payments in The Philippines
Credit or Debit Cards
We accept Visa, MasterCard, JCB.
Please note that the banks and payment gateways need a minimum processing time of 5 days for refunds.
We accept MasterCard, Visa, American Express and Discovery through PayPal.
The refund period for transactions under PayPal can be done instantly..
Globe Gcash & Coins PH
GCash and coins ph are accepted. Please note, that you are limited to pay within 5 minutes after you have checked out from our page.
Dragonpay Online Banking
We only accept online banking. Over-the-counter payment and cash is NOT accepted.
Please make sure to have access to your online banking portal.
Following banks are accepted: BPI, BanKO, BDO, BPI, Metrobank, RCBC, RCBC Savings, Unionbank, UCPB, Chinabank, PNB and EastWest Bank. Please be reminded that you have to complete the payment process within 60 minutes after you checked out on our website.
Where and when can I pick up Myanmar railway tickets in Yangon?
We will send you exact location (address and google point) where you can pick up tickets in Yangon, when your tickets are confirmed (usually 3-4 days before departure). It is conveniently located in 1.8 km from Yangon Central Railway Station.
Sunday and Public holidays - closed
Please take this schedule into account when you plan to pick up tickets.
I cannot find Yangon-Bagan or Bagan-Yangon sleeper class available on your web site. Can you help me book it?
During low season, we do not provide sleeper carriage routes Yangon Bagan and Bagan Yangon because Myanmar Railways only adds this carriage to the train when at least 8 tickets are sold. Therefore, as we cannot guarantee it, we chose to close this route on our web site.
Some our customers decide to purchase 8 tickets to travel in sleeper class. If it works for you, we can open sleeper on your travel date. We also can refund you the difference if somebody else also books this train. Please open a support case below for more information.
This route is available during high season.
Can the ticket be delivered to my hotel in Yangon?
Yes, it is possible to deliver tickets to your hotel in Yangon, however, as there is an office where you can pick up tickets for free, delivery price is not included in the ticket price. You can pay an additional fee (usually USD 10) and get your tickets delivered to any hotel in Yangon. If you want to get delivery in Yangon, please open a support case below.
Where can I pick up tickets in Mandalay?
When tickets are confirmed, you have two options how to pick up the ticket:
- We can deliver it to your hotel in Mandalay (Please provide us its name, address, and dates when you stay there) – Free option
- You can pick up your tickets at the hotel, which is located very close to Mandalay Railway Station. However, we need to arrange the meeting with the representative first. Please email us or open a support case in the form below and we will provide more details.
Can I board Myanmar train with a printed PDF voucher?
In Myanmar, you can board trains only with paper tickets issued by Myanmar Railways. Therefore, you need to pick up real tickets in Yangon if traveling from Yangon or we will deliver them to your hotel if you are traveling from Bagan or Mandalay.
When will my Myanmar train tickets be confirmed?
Train tickets in Myanmar are confirmed 3 days before the departure. Sometimes, when the departure date is on Monday, it is not possible to confirm the tickets on days off and the tickets are confirmed on the departure date.
Unfortunately, it is not possible to know in advance if the seats are available.
If the seats turn out to be fully booked, we will offer an alternative or issue a full refund.
Can I book Myanmar Railways tickets for tomorrow or the day after tomorrow?
Unfortunately, it is not possible. Myanmar Railways booking process requires a lot of manual work so our partner needs booking to be made at least 5 days before departure.
What is the railway like in Myanmar?
Myanmar Railways is the state-owned company that operates the railway network in Myanmar. The total length of railways is about 5400 km and it generally spans north to south with branch lines to east and west. Myanmar Railways also operates the Yangon Circular Railway line.
The quality of the railway infrastructure is generally poor. The speeds of freight trains are heavily restricted on all existing links because of poor track and bridge conditions. The maximum speed for trains has been quoted as 24 km/h (15 mph).
On 12go.asia website, you can book tickets from three main railway stations in Myanmar: Mandalay Central Railway Station, Bagan Railway Station, and Yangon Central Railways Station. 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.
If I booked two routes from different locations in Myanmar, can I get both train tickets at once?
Unfortunately, Myanmar Railways can issue tickets only in the city of departure. If you booked tickets from different departure locations, then you will need to receive them in different cities.
What classes does Myanmar Railways provide?
Sleeper class car consists of 2-berth & 4-berth compartments opening off a side corridor.
Unfortunately, our partner in Myanmar does not accept any special requests like 2-berth compartments because often it is not possible to provide them.
Upper Class Seats
Upper class has comfortable reclining seats. Train and seat quality may vary depending on travel direction.
First Class Seats
First Class is very similar to Ordinary class but it has additional padding on the wooden seat.
Ordinary Class Seats
Ordinary class has basic wooden seats. The seats are numbered on the back with Burmese numerals so every passenger has its own seat number written on their ticket.
Will the train arrive on time in Myanmar?
Burmese trains do not always depart or arrive on time. Often there is a delay, sometimes even as much as several hours. Do not plan your connecting flight without a significant gap between the approximate train arrival and your departure.
Does Myanmar Railways provide any discount for children tickets?
Children up to 3 years old can travel free of charge if they can share a seat with an adult.
However, you need to pay the adult fare to get a seat for above 3 years old children.
I cannot pay or have canceled/failed payment
In case you have issues with the payment, please try the following steps:
Update your browser. 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, tablet) or switch to a different browser (Chrome, Safari, Firefox etc.). Do not use proxy servers or VPNs.
Call your bank. The payment system may try to check the validity of credit cards. They will deduct approximately $1 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.
Try another card or use another payment method (PayPal). It could also be that your card is simply not accepted by the payment system. In that case, you can easily try another credit card. If it still does not work we recommend using PayPal as a safe payment gateway, or other payment options that might be available on the website. PayPal accepts most credit cards. 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.
- Make sure you have your phone with you for 3ds security check. If your bank has 3ds protection, you will receive the code to your phone. If you don't have your phone with you or you currently have another SIM card, there is nothing we can do. Try another payment method or a card from another bank.
I did not get my ticket
The tickets are sent to your email address when they are confirmed by the operator. In some cases, it happens instantly. In others, it takes time. If the confirmation is not instant, some operators may confirm bookings only several days in advance, so if you booked months in advance confirmation may come later on.
If you do not get any confirmation email after completing your booking, please do the following:
- Check that your route has a badge that reads "Instant". If it does not, the confirmation will be made later;
- Check your spam folder;
- Check if you have received the payment confirmation to your email. If you have not, it is possible that the booking was not made at all;
- Check if you have provided the correct email address.
Sending out the tickets is an automated process. If you think you might have made a mistake in your email address, please let us know by opening a support case.
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 into 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 form below.
I cannot make it to your office during work hours to pick up tickets
We would really appreciate it if you tried to make it.
In case you are sure it is impossible, kindly contact us using the form below and we will try to find a solution.
The ticket is not bookable - why not?
If you see a connection, but there is no 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 are trying to book 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.
I haven't received the refund yet
Why is there still no refund at my account after 45 days?
Some banks do not inform their customers about a received refund. In 99% of cases, the refund is already in your account, you just haven't been notified by your bank. Please check with them.
In case you are 100% positive that after 45 days after the notification you still have not refund at your account, please contact our support by using our support form.
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 arriving 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 cannot find a connection in your system
If you cannot find a connection, check your spelling. Koh Mak could be Ko Mack, Goh Maak or any combination.
If you still cannot find it we do not have it in our database. Try another location instead.
I lost my booking confirmation. What can I do now?
You may fetch it from your email or by logging into the website using the login and password sent to your email.
I missed my bus. What can I do?
That's really bad luck for you. Your ticket can not be refunded.
My luggage was damaged or disappeared during the trip. What can I do?
12go.asia's responsibilities do not include the baggage of the customer getting lost, stolen or damaged. Please contact the bus operator directly. And do that as soon as possible. If you talk to them a few days after you traveled they might not be able to help anymore. The bus operators we are working with are reliable. If something disappeared into thin air most probably one of your fellow travelers is involved. In such a case neither we nor the operator can help. Please keep an eye on your valuable belongings. Please contact 12Go support only in case of emergency (lost passport, medication, laptop, tablet, mobile phone etc.) after you filed a report at the local police station. Please check your belongings before you leave the vehicle. If your are missing your handkerchief, baseball cap or old socks the driver / steward is the only person that can help you.
I had a problem during my travel
In some cases, travelers can experience problems during their travels, especially in Asia, such as:
- the driver did not pick them up at the hotel
- the operator refused to accept the voucher
- the departure station was moved to another location unexpectedly
- the departure was significantly delayed
- and others
In such cases, please open a support case using the button below. To investigate the case we will need all possible information about the situation, including pictures, tickets, receipts etc. Please send them by email after opening a support case, in response to the auto-reply bot.
Our team makes all that is possible to solve such issues and passes the feedback to the operators, to ensure that the future customers do not experience such issues.
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.
Cambodian Bus Tickets
Travelling by Bus in Cambodia
Travelling by bus in Cambodia is the most common way to reach destinations within the country and its neighbors such as Ho Chi Minh City in Vietnam and the 4,000 Islands in Laos. Most of the bus companies we provide service for focus mainly on tourists and so while you are likely to be seated near many local people, the level of service should be better than the average bus. While it’s generally good advice to keep an eye on your valuables at all times and in the past theft did occur with other operators, we have not had any reported problems with our partners here since we began working with them and you can feel comfortable putting luggage underneath the larger buses and leaving bags on the bus at rest stops.
Bus Terminals in Cambodia
Currently, all of our partners in Cambodia depart from their offices and not the main bus stations. Please check your ticket for the proper location and contact your transportation provider directly if you need to arrange a pick-up. In general most of our partners do not offer a pick up at your hotel but their offices are well known and located in the city center. It should cost no more than $3-5 to get there by tuk-tuk.
Types of Buses in Cambodia
Express buses are the most common buses found in Cambodia. They will generally have 45-55 seats in rows of four, with two on each side of the isle. The seats can often be a little worn out but will recline partially and be comfortable enough for any day trip in Cambodia. Taller passengers should be warned that the legroom can be a little cramped on many of the older buses. You can usually bring as much luggage with you as you would when flying and larger pieces can be stored below the bus.
Local Cambodians frequently travel on Express buses, especially during holiday and festival periods so they can sell out a few days prior to departure at these times. All Express buses should come with A/C (which may be far too strong) and make rest stops every few hours at prearranged. The food at these rest stops often leaves much to be desired but there will be plenty of prepackaged snacks and drinks to keep you going.
Traveling in Cambodia by Van is often faster than by larger buses but what you make up for in time you lose in comfort. Vans likely either seat 12 or 15 passengers and it is very rare for one not to be full once you depart. Luggage space is limited and probable that at least one piece whatever you are bringing along will end up on your lap or at your feet.
The drivers on all buses, but especially vans may have a style of driving that would be by the standards of your home country, seem to be best described as ‘crazy’, ‘insane’ or ‘suicidal’. But rest assured that they are none of the above and they are behaving quite normally for this part of the world.
How do I know if my ticket is confirmed?
The China Railways ticket is issued manually by our partner in China. Once your ticket is confirmed, we will send you a 12Go voucher (which will show seat number on it) to your email address.
Where can I pick up my train tickets for China Railway?
Use 12Go PDF voucher to collect the physical train tickets at your departure station. The PDF voucher can be shown printed or as a screenshot on a phone. Make sure to have your original ID to prove your identity.
My name on the China Railways ticket is misspelled. Is that a problem?
The passenger's name/passport number can’t be changed once the ticket confirmed. Please make sure that the names are correct and your passport is still valid on your travel date or wait until a new passport before booking.
Is it possible to change the route/time/date and class of my ticket?
Unfortunately, the route/time/date/class of China Railways ticket cannot be changed. In case you need to change something, you have to cancel the ticket and make a new booking.
Can we change the seats?
Seats in China Railways train are prearranged. Changes or cancellations are not allowed after submitting the booking.
However, the system will automatically select the best available seats, but we cannot specify the exact locations of these seats.
When the availability of tickets is low, the system will automatically book the closest seats for you.
How long in advance can I book a China Railways ticket?
China Railways bookings can be made 60 days ahead of the journey, can be shorter during peak season (Spring Festival, May 1st, National Day October 1st) or due to technical reasons.
In case the train you selected is fully booked, we will contact you by email and provide an alternative.
How much luggage can I bring with me on China Railways train?
Luggage allowance is 20 kg for adults, 10 kg for children. Luggage measures should not exceed 160 cm or 130 cm on C/D/G category high-speed trains. Oversized luggage can be checked-in at the luggage department at the train station.
How do I cancel my China Railways ticket?
For any inquiries, questions or cancelation please contact 12Go directly via "Open Support Case" button below.
I am traveling with children – how can I book train tickets for them?
Unfortunately, there are no children fares available from China Railways.
Is there a restaurant / snack bar in the train?
Restaurants are available on China Railways long-distance trains. You can bring your own food on long-distance rides.
Can I bring my pet with me?
The operator does not allow pets on board of China Railways train.
My China Railways train is delayed or canceled
In case of severe weather conditions, the operator may cancel or reschedule your trip. We will try our best to inform you of such changes and offer the best possible alternative.
When do I arrive to the station?
Make sure to be at the departure station at least 1 hour before departure time.
Flammable goods, explosives in any form, dangerous items, flammable liquids and solids, compressed gases, poisons, corrosives, and strong smelling food are prohibited.
Sri Lanka Railways
Is it possible to deliver the original train ticket to my hotel in Sri Lanka?
It is possible to order delivery of original train tickets to a hotel in Sri Lanka for 10 USD per delivery. The delivery option can be selected during the checkout process when you make the booking. Please enter your hotel address, phone number, and check-in date into the “Additional Notes” box.
How can I get the original Sri Lanka Railways train ticket?
The 12GO voucher can be shown as printed or screenshot on a suitable electronic device, along with the passport at Stef Lanke, Office No. 7 in the Welikada Plaza Building.
GPS Coordinates 6.9092441,79.8954407**
Monday to Saturday 9:30 – 18:30, Sunday 10:00-13:00.
The Rajagiriya bus stop is a 200m walk from the office.
The public buses that stop here are 144, 176, 177, 171, 174, 175.
As well, you can request to deliver the tickets to your hotel for the additional cost, USD 10. The delivery option can be selected during the checkout process when you make the booking. Please enter your hotel address, phone number, and check-in date into the “Additional Notes” box.
When will I receive the voucher?
The Sri Lanka Railways ticket is issued manually by our partner. Once your ticket is confirmed you will receive the PDF ticket confirmation by email.
Usually, tickets are confirmed between 30 and 10 days before the departure date.
The 12GO PDF voucher needs to be used to collect the actual train tickets at our partner’s office in Sri Lanka.
The office is located at Welikada Plaza building which is right at Rajagiriya bordering Sri Jayawardhanapura Parliament road, flyover, and the old Rajagiriya road. The Stef Lanka is No. 17 office, on the ground floor (inner office near the stairway).
Please note that it's not possible to pick up the ticket on Sunday and on Public Holidays in Sri Lanka.
Ticket delivery to your hotel is also possible, the additional cost is USD 10. The delivery option can be selected during the checkout process when you make the booking. Please enter your hotel address, phone number, and check-in date into the “Additional Notes” box.
How long in advance can I book a Sri Lanka Railway ticket?
The tickets can only be booked not less than 37 days before the departure date. Unfortunately, it is not (yet) possible to book closer to your travel date. You have to plan your trip more than 4 weeks in advance.
The Sri Lanka Railways train I want to book is not shown on the website.
We only sell selected trains and classes. Not all trains are available on the website yet. We are continuously expanding our services and there will be more routes in the future. If you need a specific route please contact our support team.
As well, pay attention that the operator requires advance booking, at least 37 days before the departure.
Is there a baggage limit for Sri Lanka Railways?
You can take your baggage on the train and place it on the overhead racks. Larger baggage will rather be on the floor or may be loaded in another carriage. Please make sure to contact the railway staff about your oversized baggage. There is no defined baggage allowance in kilograms yet.
Is a meal included in an Sri Lanka Railway ticket?
The ticket doesn’t include any meals. On some trains, there is a restaurant car. We recommend you bring your own food and beverages.
My name on the Sri Lanka Railways ticket is misspelled. Is that a problem?
The passenger details can’t be changed once the ticket is confirmed. The minor mistakes usually do not matter, but always have an original ID to prove your identity in case of an argument.
Is it possible to change the route/time/date and class of my ticket once the ticket is confirmed?
Unfortunately, the route/time/date/class of Sri Lanka Railways ticket cannot be changed. The customer needs to cancel the ticket and make a new booking.
My name on the ticket is not spelled correctly. Can you update it?
The passenger's name can not be changed once the ticket is confirmed. Please make sure that the name is correct when you make the booking.
Can I change the departure date for a Sri Lanka Railways booking?
Your ticket can be changed in case the request is made at least 35 days before the departure date. Once the tickets have been confirmed it is not possible to change them anymore.
Can I get a Child/Senior Citizen ticket for Sri Lanka Railways?
Children under 3 travel for free. Children over 3 need to have a ticket, full adult fare. No senior discount for foreigners is available.
Can I travel with bicycle or motorbike on the train?
It is not possible to bring your bicycle or motorbike on the Sri Lanka Railways train. The trains do not have a cargo carriage. It is simply not allowed.
Can I bring my pet with me?
The operator does not allow pets on board.
When will I receive my Indian Railway tickets?
The booking is usually confirmed within 48 hours. You will receive the PDF ticket confirmation by email.
How does the boarding work in Indian Railways?
Once the ticket is confirmed, you will receive a PDF that indicates your coach and seat number. You will find your seat/berth number on the ticket. The conductor will check the ticket at your seat when the train leaves the platform.
First class tickets do not show seat numbers. The seats are allocated and announced on the train chart 4 hours before the departure.
Once the seating chart is officially settled you can see the printed chart near the door of the compartment, at the counter inside the station or check your seat from your PNR status online: http://www.indianrail.gov.in/pnr_Enq.html
The Indian Railways train I want to book is not shown on the website.
We can sell only available trains and classes. Not all Indian Railways trains are available on the website. We are continuously expanding our services and there will be more routes in the future. Please contact our support if you need a specific route.
My name on the Indian Railways ticket is misspelled. Is that a problem?
It is not a problem as long as you can provide your original ID (Passport, Driving license).
Also, if the last letter/s of your last name is missing, this is not a problem too. This happened because of the limited symbols quantity that is allowed in the Indian Railways system.
Can we seat next to each other on an Indian Railways train?
You can select your preferable berth (lower berth, upper berth or side lower/upper) but we cannot guarantee that you will receive exactly what you selected. However, we automatically select the best available seats for you. The system will book the available seats/berths in the same coach, but we cannot specify the exact locations of these seats/berths. When the availability of tickets is low, the system will automatically book the closest seats/berths for you.
Is a meal included in an Indian Railway ticket?
This depends on the train and class you booked. Please contact our support team for details.
I don’t have a seat number on my Indian Railways ticket?
In case you booked first class tickets, no seat numbers will be shown on the ticket. These seats are allocated and announced on the train chart 4 hours before the departure. Once the seating chart is officially settled, you can see it near the door of the compartment, at the counter inside the station or check your seat from your PNR status online: http://www.indianrail.gov.in/pnr_Enq.html
Why the route I searching for does not appear on 12Go website?
Unfortunately, we can not provide all routes from Indian Railways. We only provide daily trains and popular routes. In case your desired route does not appear on our website, we recommend contacting closest railway station in India.
Is there a luggage limit for Indian Railways?
There is a luggage policy, but usually, luggage will not be weighted at the check-in, unless you carry a refrigerator, plasma TV or a huge bag that exceeds the dimensions of 1m x 1m x 0.7m.
The luggage allowance varies for different classes of travel:
- First class :70kg;
- AC 2-Tier sleeper: 50kg;
- AC 3-tier sleeper/AC chair car/Sleeper class: 40kg;
- Second class: 35kg.
Can I change the departure date for an Indian Railways booking?
No, this is not possible with Indian Railways. If your tickets are already confirmed, no changes will be allowed in any circumstance. The only way is to cancel the ticket and book again for the correct date.
Can I board the train at the later train station in India?
This is not recommended. You can be fined by the train conductor. Seats with missing passengers can be marked as a no-show and the ticket can be -re-sold to other customers.
How can I get on the Indian Railways train coming from Delhi airport?
Delhi Airport Metro Express (orange line) will bring you directly from Indira Gandhi International Airport to New Delhi train station in about 25 minutes.
How long in advance can I book an Indian Railway ticket?
Indian Railways tickets usually can be purchased up 120 days in advance.
Can I get a Child/Senior Citizen ticket for Indian Railways?
Children under 5 travel for free. There is no need to book a ticket for them unless you prefer a separate seat/berth for the child.
The children over 5 will be charged a full adult price and need to have their own separate berth.
Indian senior citizen discount is not available on our website. Foreigners are not entitled to this discount.
The departure/arrival time is shown as N/A on my Indian Railways ticket
If you plan to travel further in the future the exact timetable may not be known yet. Indian Railways gives a disclaimer to avoid any misinformation due to changes in the timetable. Most of the train's departure times will be shown on the website. You can check your exact departure time 10 days before the departure here: https://enquiry.indianrail.gov.in/ntes/index.html
Why some classes have a higher service charge?
12Go has a contract with Indian Railways and we are forced to charge a defined service fee for their online bookings. The fee is the same for all types of tickets and therefore it appears that the originally cheap tickets on certain routes become more expensive.
What is the type of my reservation quota?
There are 12 different types of quotas in the ticket reservation offered by Indian Railways.
Your tickets are reserved in General Quota that has the highest number of seats allocation in a train. It is available for common passengers (both Indian citizens and foreigners)
Please note that the departure time may be changed by Indian Railways without prior notice.
Please make sure that you have checked your exact departure time from the link https://enquiry.indianrail.gov.in/ntes/index.html before your journey.
In case if delays happen and there wasn't proper prior notice from Indian Railways, 12Go shall not be liable for this as it isn't under control of 12Go.
12Go will neither cover any loss and expenses incurred in connection with it, nor refund tickets price.
We kindly ask you to take your own responsibility in checking prior all your travel details and departure time.
If you have any questions we are pleased to offer our assistance and support.
New Zealand Railways
How do I know if my ticket is confirmed?
New Zealand Railways ticket will be manually issued by our partner within 24 hours. Once your ticket is confirmed, 12GO voucher with a seat number will be sent to your e-mail your email address.
Can I update my passport number?
New Zealand Railways do not require passport numbers during booking of tickets.
How much luggage can I bring with me?
Maximum luggage allowance per person is up to 32kg, but only as one item. Two additional items of luggage can be purchased for $20/piece, including GST. Camera, coat and hand luggage can be carried on board.
I am traveling with children – how can I book train tickets for them?
Child fare is available for children over 4 and under 12 years old at the date of travel.
My New Zealand Railways train is delayed or canceled
In case your service is canceled for any reason, you will be contacted by us or a travel operator. If there is any time left before your departure, we will do our best to provide reasonable alternatives.
How long in advance can I book a ticket?
New Zealand Railways tickets usually become available 90-60 days in advance.
My name on the New Zealand Railways ticket is misspelled. Is that a problem?
It is not a problem as there is no ID check.
Is there a restaurant / snack bar in the train?
Restaurant cars are available on New Zealand long-distance trains. You are allowed to carry your own food on a train.
Can I change the departure date for New Zealand Railways booking?
Yes, you can. The change can be requested up to 48 hours prior to the departure. Changes are subject to availability and additional fees.
How to cancel New Zealand Railways ticket?
For any inquiries, questions or cancellations please contact 12Go directly via customer support form below.
When should I arrive at the train station?
Please be present at the train station at least 30 minutes before departure time.
Is a meal included in a New Zealand Railway ticket?
Meals are not included. Long-distance trains usually have a restaurant car. Non-alcoholic and alcoholic beverages are also available.
Can we sit next to each other on a New Zealand Railways train?
If you make a booking for two passengers, seats will be booked together. In case of booking for one passenger today and for the other tomorrow, you need to contact us to make a request to the operator to have both of your seats next to each other. In such cases, we do our best to seat you next to each other but it can not be guaranteed 100%.
Can we change the seats?
Seats are automatically arranged by the system and cannot be changed after the ticket is confirmed.
Can I bring my pet with me?
Unfortunately, pets are not allowed on New Zealand Railways trains.
Taiwan High Speed Rail
How do I know if my ticket is confirmed?
The Taiwan Railways ticket is issued automatically. Once your ticket is confirmed, we will send you a 12Go voucher to your email address.
Is it possible to change the date, time, class, or route after the train ticket has been confirmed?
The amendment is allowed as long as 12GO voucher is not yet redeemed for an actual paper ticket at the station.
Only date and time of the departure are possible to be revised. (The route/class CANNOT be amended)
For any inquiries, questions, amendment booking or cancellations please contact 12Go directly via customer support form below.
Where can I pick up or exchange my train tickets for Taiwan Railway?
- Use 12Go PDF voucher to collect the physical train tickets at your departure station. The PDF voucher can be shown printed or as a screenshot on a phone. Make sure to have your original ID to prove your identity.
How can I update passenger details after the ticket was confirmed?
Unfortunately, the passenger details can’t be changed once the ticket is confirmed. The only solution would be canceling the original ticket and making a new reservation.
For any inquiries, questions, amendments about the booking or cancellations please contact 12Go directly via the customer support form below.
Is it possible to change or cancel a ticket at the train station counter directly?
In case you have exchanged the 12go voucher for the actual train ticket, you can change the departure date/time at the train station counter, but the ticket can no longer be canceled.
How to cancel a Taiwan High-Speed Rail ticket?
For any inquiries, questions, amendments about the booking or cancellations please contact 12Go directly via the customer support form below.
Is it possible to use the ticket to get on board between station on the same route?
- The customers need to get on/off the train at the stations you have designated only.
When do I arrive to the station?
- Make sure to be at the departure station at least 30 - 60 minutes before departure time.
What should you do in case you lost actual train tickets after them being redeemed?
Unfortunately, the ticket can't be printed twice. You need to buy a new ticket.
- This product is limited to foreign visitors entering R.O.C(Taiwan) for a "short-term stay" (less than 180 days) or with visa-exempt entry.
- This product is not available for foreigners holding residencies in Taiwan for education, employment purposes, etc.
- 12GO and THSR reserve the right to cancel the discount or refuse to redeem tickets if criteria are not met.
- The passenger must possess a redemption code, passport, and a recent valid entry document to Taiwan (i.e. visa, visa exemption stamp, Exit & Entry Permit for Taiwan, etc.).
Japan Rail Pass (JR Pass)
About Japan Rail Pass (JR Pass)
JAPAN RAIL PASS, a joint offering of the six companies comprising the Japan Railways Group (JR Group), is the most economical means of travelling throughout Japan by rail. There are some restrictions on use; for example, JAPAN RAIL PASS cannot be used for travel on NOZOMI and MIZUHO trains on the Tokaido, Sanyo, and Kyushu Shinkansen lines. Passes can be used for 7, 14 or 21 consecutive days depending on the type, up to 90 days (3 months) after the Exchange Order is printed.
Is it possible to deliver our Exchange Order paper to the hotel in Japan or Worldwide Shipping?
Worldwide Shipping delivery fee is 2200 JPY (Take time about 7 days or less)
Shipping in Japan by EMS only on Honshu Island, Japan’s main island and home to most of the country’s major cities. (Take time at least 3 days)
Please provide the following information for each participant:
- Full name in the exact order that it appears on the passport (e.g., Doe, John William)
- Delivery address (if you want delivery in Japan, provide hotel name/check-in date/reservation name)*
- Contact name and phone number at your delivery address
- Date you will depart your home country
- Date you intend to exchange your voucher for the JR Pass
Please note: Delivery in Japan is only to hotels with a concierge service. Otherwise, select Worldwide Shipping or Office Pickup
If you do not provide all required information during checkout, delivery may be delayed.
How can I make a SEAT reservations?
- If you are going to use a “Green” pass, you will need to make seat reservations, as Green carriages do not have unreserved seats.
- If you are going to use an “Ordinary” pass, you can choose to reserve seats on specific trains, or just take “unreserved” seats. It is particularly advisable to get seat reservations during busy times, eg. 28 December – 6 January, 27 April – 6 May (“Golden Week”), and 11-20 August (Obon season).
- Japan Rail Pass itself does not insure seating options. If you want to use reserved seating, be sure to get seat reservations before boarding (no additional payment needed).
- To obtain a reserved-seat ticket, present Japan Rail Pass at the ticket office (Midori-no-madoguchi) at a JR station, a Travel Service Center. When using some trains, you are required to receive a reserved seat ticket, too.
- You can use non-reserved seating with Japan Rail Pass alone. Please note, however, that some trains do not have non-reserved seating. Also, if you wish to travel in a private compartment on a Shinkansen or a limited express train, you will be required to pay the limited express charge for the private compartment, as well as the Green Car charge if the private compartment is a Green Car accommodation.
- An extra charge is also required if you wish to travel in a sleeping car, a DX Green Car or Gran Class accommodation. If you ride in a Green Car using an ordinary car pass, you will be required to pay the Green Car charge, as well as the limited or regular express service charge. (No extra charge applies when using a Green Car pass.) You must also pay an extra charge in advance to travel on a local train requiring a numbered ticket or a liner ticket. Japan Rail Pass does not allow you to change to a reserved seat or sleeping car after boarding.
- If you use non-reserved seating, or if you travel in an ordinary car using a Green Car pass, no refund shall be paid for the fare or other charges.
How do we provide Japan Rail Pass?
Please note that we (12GO) are not Japan Railways Group, we are an agency.
Once the reservation has been confirmed by our partner in Japan, we will receive your Exchange Order paper from them and it will be kept in Tokyo offices until you go to collect it. Alternatively, we will gladly send your boarding passes to your hotel in Japan.
And then you can use the exchange order paper and passport to shown when you redeeming the actual Japan Rail Pass Book at any JR main station or at The Airport (Narita, Haneda, Kansai, New-Chitose airports) in Japan.
How to collect Exchange Order Paper and redeem it to Japan Rail Pass?
Firstly, you need to show a 12Go voucher at the office in Tokyo, there you will receive the Exchange Order Paper from our partner. In case you selected deliver options our partner will arrange delivery of your Exchange Order paper to your hotel or your accommodation as you requested. Once you received the exchange order Paper, you can show it with your passport to redeem the actual Japan Rail Pass Book at any JR main station or at The Airport (Narita, Haneda, Kansai, New-Chitose airports) in Japan.
Can I make seat reservations on particular train?
- Shinkansen (Bullet trains) and most Limited Express and Ordinary Express trains have reserved Green Car seats (First class) and both reserved and non-reserved Ordinary Car seats (Standard class).
- For a non reserved seat, simply show your Japan Rail Pass to board.
- To make a seat reservation, visit any Travel Service Centre or reserved-seat ticket office called “Midori-no-madoguchi” at a Japan Railways station in Japan.
What happens if I have to delay / cancel my trip?
- The Rail Pass Exchange Order is valid for 3 months from the date of issue. So if you delay your trip, and the date you are able to present the Exchange Order in Japan still falls within the 3-month limit, you will still be able to use it to obtain your Rail Pass.
- If the new dates for your trip mean that the validity of your Rail Pass Exchange Order will be expired, you will need a new one.
- In most cases of travel delay of just a month or two, if you let us know before the rail pass exchange order will be printed (at least within 32 days before your traveling date), we may be able to void that original one and re-issue with a date valid for your delayed trip. However, you need to contact and check with our Support Team case by case we can't guarantee due to it depends on operator’s decision.
- If you trip is delayed for 6 months or longer, you will need to buy a new one.
- To cancel your reservation please contact to check with our Support Team case by case.
Can I use Japan Rail Pass to all types of trains?
- The Rail Pass is valid on all train services operated by JR (Japan Rail Railways)
- It is not valid on other privately-operated railways.
Examples of private railways:
Keisei Express service from Narita airport to Tokyo
Nankai Express service from KIX airport to Namba (Osaka)
Odakyu Express service from Shinjuku(Tokyo) to Hakone
But for all the above, there is also a JR service – which may be slower or less frequent – for which the Rail Pass can be used.
- There are a couple of exceptional cases where the Rail Pass cannot be used, even though the services are operated by JR:
“Nozomi” bullet trains on the Tokyo-Kyoto-Osaka (Tokaido) line
“Mizuho” bullet trains on the Kyushu Shinkansen line
- Please note that during crowded periods you cannot be guaranteed a seat on a specific train.
The periods when seat reservations are particularly difficult to secure are as follows:
29 December to 05 of January
The New Year holiday period is the most popular travel time for Japanese people, for vacations and returns to their hometown or family.
29 April to 05 of May
Due to consecutive holidays in a comfortable travel season, there is large – scale travel throughout Japan for leisure and recreation.
13 - 15 August
The “O-bon” season, another traditional time for Japanese to travel to their hometown or family.
I’m Japanese. Can I get a Rail Pass?
From 1st June 2017, Japanese nationals are able to buy and use a Rail Pass if they have permanent residency outside Japan for more than 10 years. A “Certificate of Overseas Residence” document from the Japanese Embassy is required as evidence of this.
How to use Japan Rail Pass?
- The JAPAN RAIL PASS is valid only for the person whose name appears on the pass. When you begin using your pass, present it to the attendant at a manned ticket gate. The attendant will apply a stamp in the space provided for official use. When passing through the gate, always present your pass to the attendant so that the period of validity is visible.
- While using JAPAN RAIL PASS, you must carry your passport and be prepared to present it to a station attendant or car conductor if requested.
Japan Rail Pass Conditions
- The Japan Rail Pass can be used only within its validity period.
- The Japan Rail Pass cannot be exchanged for other types of passes or tickets. Nor can the validity period of the pass be changed.
- The Japan Rail Pass is valid for reserved and non-reserved ordinary car travel on all Japan Railways (JR) Group Shinkansen “bullet trains” (except for the “Nozomi” and “Mizuho” services), limited express trains, express trains, and local trains (Green Car passes are valid for Green Car travel) and the BRT (Bus Rapid Transit system).
- The pass is also valid for travel on the JR Miyajima Ferry between Miyajima and Miyajimaguchi Station, buses operated by JR Hokkaido Bus, JR Tohoku Bus, JR Bus Kanto, JR Tokai Bus, West Japan JR Bus, Chugoku JR Bus, JR Shikoku Bus, JR Kyushu Bus, and the Tokyo Monorail. However, please note that JAPAN RAIL PASS is not valid for travel on JR Group buses that travel on expressways and some local bus routes.
- The Japan Rail Pass is not valid for travel on the “Nozomi” and “Mizuho” Shinkansen services (including non-reserved seats on both).To board those services, you must pay in full for the basic fare and limited express charge.
- The routes covered by JAPAN RAIL PASS are subject to change.
- When using Japan Rail Pass to travel on JR Group transport services that extend through lines operated by companies other than JR Rail, JR Miyajima Ferry, JR Bus (excluding some routes such as expressway bus lines), and the Tokyo Monorail, you must pay separately for the fare and other charges of the distance traveled on such sections. However, no separate fare or charges are required when you just pass through the following segments without stopover.
(1) The Aoimori Railway between Hachinohe and Aomori, Aomori and Noheji, or Hachinohe and Noheji. (Valid only for use on ordinary trains)
(2) The IR Ishikawa Railway between Kanazawa and Tsubata. (Excluding travel on trains other than JR lines extending beyond that segment)
(3) The Ainokaze Toyama Railway between Toyama and Takaoka. (Valid only for use on ordinary trains) (Excluding travel on trains other than JR lines extending beyond that segment) You must purchase a Liner ticket in addition to the PASS to use “Ainokaze Liner.”
(The details shown above are current as of April 2019. They are subject to change.)
Do I need a Rail Pass for children?
- Japan Rail state that you need a child Rail Pass for children aged 6-11 years only.
- Children under 6 years do not need a Rail Pass, but without a Rail Pass they may only occupy a seat if it is not required for a fare-paying passenger.
- If you want your infant aged under 6 years be able to occupy their own seat, you should buy a child Rail Pass for them. This is particularly recommendable at busy times.
How long The Rail Pass Exchange Order Paper / Japan Rail Pass valid?
- Within THREE MONTHS from the date that Exchange Order Paper was issued, you must present your Exchange Order at a Japan Rail Pass exchange office to obtain your JAPAN RAIL PASS.
- At that time, you have to specify the date that you want to start using the Pass. It can be any date within ONE MONTH from the date that PASS is received.
- The validity period of a JAPAN RAIL PASS is the consecutive 7, 14, or 21 days beginning on the start date specified on the Pass.
- Once the Pass has a starting date written on it, the date cannot be changed.
- On or after the specified start date, the Pass is not refundable.
Japan Rail Pass compensation policy
- Please note that JAPAN RAIL PASS cannot be reissued in the event that it is lost or stolen.
- Once you have started using the pass, the validity period cannot be extended, nor will any refund be issued, even if trains and other qualifying transportation services are suspended or delayed for any reason, including natural disasters. Moreover, 12go will not bear additional costs due to changes in your route, such as alternative transportation costs or accommodation charges.
Until when is my Rail Pass valid on the last day?
The Japan Rail Pass validity is calculated in days, not in hours. So if you have a 7-day Rail Pass and you start using it on 1st October, whatever the time, this will count as day 1, and you will be able to use until MIDNIGHT on day 7 (7th October, in this example).
If you are travelling on a train at midnight on that day, it’s OK until the end of that journey.
What are the advantages of a Green pass?
The seating and facilities in “Ordinary” or “Tourist” class carriages of JR trains, particularly the Bullet trains, is quite roomy and comfortable. “Green” or first-class carriages offer more room (eg. 2 + 2 seats across a carriage, compared to 2 + 3 seats in Ordinary class). But bear in mind that in Green class, seat reservation is compulsory – non-reserved carriages do not exist in Green class.
Ferries in the Philippines
When will I receive my ticket voucher?
-You receive a voucher along with your e-ticket instantly after you have successfully made the payment. If you can not find the voucher in your email inbox, please kindly contact our Support Team.
-You receive your voucher instantly after you have successfully made the payment. If you can not find the voucher in your email inbox, please kindly contact our Support Team.
-If you have booked a ferry that is operated by the operator Oceanjet, our staff will proceed with the booking manually and may take 48 hours. Please note, that Oceanjet reservations are only released 2 -3 weeks in advance. You can book with us several months ahead, however, you will receive your tickets 2 weeks prior to your departure.
-You receive a voucher along with your e-ticket instantly after you have successfully made the payment. If you can not find the e-ticket in your email inbox, please kindly contact our Support Team.
-You receive your voucher instantly after you have successfully made the payment. If you can not find the ticket voucher in your email inbox, please kindly contact our Support Team.
If the ferry is cancelled, can I get a refund?
-If the ferry is cancelled due to weather conditions or technical issues, you can request a refund.
Please kindly contact our Support Team.
How do I change the departure date and time?
-You need to visit one of 2GO’s outlets or piers to change the departure date and time.
Additional fees apply. If you want to cancel your ticket, you may contact us to get a partial refund.
-You need to contact our Support Team at least 48 hours prior to the original departure date.
-If your booking is still in PAID status and you have not received the ticket voucher yet, you can contact our Support Team in order to amend departure date or time. However, if you have received the ticket voucher already, we regret to inform you that it is not possible to make any amendments.
-You need to visit one of the Supercat’s outlets or piers to change the departure date and time.
Additional fees apply. We apologize for any inconvenience this may cause.
-You need to contact our Support Team at least 72 hours prior to the original departure date. Amendment fees may apply.
Can I board the ferry with my ticket voucher?
-Your e-ticket will be attached to the confirmation email together with 12Go’s voucher.
You are required to print it out and check-in at the pier 2 - 4 hours prior to departure.
-You need to exchange our ticket voucher to an actual ticket at the pier at least 30 minutes prior to departure.
-You need to present the “TICKET-No” which can be found in the passenger section on your ticket voucher.
-Your e-ticket will be attached to the confirmation email together with 12Go’s voucher.
You are required to print it out and check-in at the pier 2 - 4 hours prior to departure.
-You need to print the ticket voucher and check-in at the pier 1-2 hours prior to departure.
Buses in the Philippines
When will I receive my ticket voucher?
Manual confirmation by Operators: DLTB, Ohayami, Aniceto and Cisco
-These operators process the bookings manually. It may take up to 24 hours until the ticket voucher is sent to you. In high season, this may take longer. If you want to have an instant confirmation, please book with automatic confirmed operators.
Instant confirmation by Operators: Isarog Lines, Penafrancia, Philtranco, Pintados, Cherry, Victory Liner, Joybus, Roro, Farinas, Coda Lines and Legaspi St Jude transport Lines.
-Bookings with these operators will be confirmed automatically and instantly once we have received your payment. If you can not find the ticket voucher in your email inbox, please kindly contact our Support Team.
How do I change the departure date and time?
Farinas Trans, DLTBco, Aniceto Bus Lines, Lexxus shuttle
-Please contact our Support Team at least 72 hours prior to your departure date and time.
Fees apply and changes are subject to availability.
Isarog Lines, Victory Liner, Joybus, Pintados, Penafrancia Tours, Legaspi St Jude Transport Lines, Ohayami Trans, Coda Lines, Cisco Bus, Cherry Bus
-Amendments can only be made at the terminal directly. Fees apply and changes are subject to availability.
Can I board the bus with my ticket voucher?
Aniceto Bus Lines, Cherry Bus, Coda Lines, DLTBco, Isarog Line, Legaspi St Jude Transport Lines, Ohayami Trans, Our Lady of Slavacion, Penafrancia Tours and Pintados
-For most operators, you will need to go to the ticket booth to check-in and receive your real bus ticket. You can print and show your ticket voucher upon check-in or you can simply show it from your device!
Cisco Bus, Farinas Trans, Joybus
-Yes! However, you must have a PRINTED voucher.
If the bus is cancelled, can I get a refund?
-Most of the bus operators reserve the right to cancel trips or change their time schedules and/or dates of departure without prior notice.
If this happened to you, please contact our Support Team for a refund.