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Payments and Refunds

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Ferries in the Philippines

  1. When will I receive my ticket voucher?
  2. How do I change the departure date and time?
  3. If the ferry is cancelled, can I get a refund?
  4. Can I board the ferry with my ticket voucher?

Vietnam Railways

  1. What kinds of classes are available on Vietnam Railways?
  2. What about luggage on trains in Vietnam?
  3. How long in advance can I book a ticket for a train in Vietnam?
  4. When will I receive my tickets for Vietnam railway?
  5. How does the boarding work in Vietnam trains?
  6. What if my Vietnam railways tickets are unavailable after I pay?
  7. Will the Vietnamese train arrive on time?
  8. Can we leave things at the station for storage in Vietnam?
  9. Traveling with children on Vietnam trains
  10. Is it possible to transport a bicycle / motorbike using trains in Vietnam?
  11. What are railway stations like in Vietnam?
  12. What is the railway like in Vietnam?

General questions

  1. How can I contact 12Go?
  2. How do I cancel my ticket?
  3. I cannot pay or have canceled/failed payment
  4. How do I change the trip date?
  5. I did not get my ticket
  6. Do I have to print out anything?
  7. What is 12Go?
  8. I made a mistake with my email address
  9. How much luggage can I bring with me?
  10. I haven't received the refund yet
  11. The ticket is not bookable - why not?
  12. I lost my booking confirmation. What can I do now?

Indian Railways

  1. The departure/arrival time is shown as N/A on my Indian Railways ticket
  2. Can we seat next to each other on an Indian Railways train?
  3. My name on the Indian Railways ticket is misspelled. Is that a problem?
  4. When will I receive my Indian Railway tickets?
  5. I don’t have a seat number on my Indian Railways ticket?
  6. How long in advance can I book an Indian Railway ticket?
  7. Train delays
  8. How does the boarding work in Indian Railways?
  9. Can I get a Child/Senior Citizen ticket for Indian Railways?
  10. Is a meal included in an Indian Railway ticket?
  11. Can I change the departure date for an Indian Railways booking?
  12. The Indian Railways train I want to book is not shown on the website.

Sri Lanka Railways

  1. Is it possible to deliver the original train ticket to my hotel in Sri Lanka?
  2. When will I receive the voucher?
  3. How can I get the original Sri Lanka Railways train ticket?
  4. How long in advance can I book a Sri Lanka Railway ticket?
  5. My name on the ticket is not spelled correctly. Can you update it?
  6. Can I change the departure date for a Sri Lanka Railways booking?
  7. Can I get a Child/Senior Citizen ticket for Sri Lanka Railways?
  8. Is there a baggage limit for Sri Lanka Railways?
  9. Is a meal included in an Sri Lanka Railway ticket?
  10. Force Majeure
  11. Can I bring my pet with me?
  12. Is it possible to change the route/time/date and class of my ticket once the ticket is confirmed?

Thai Railways

  1. How do I know if my ticket is confirmed?
  2. Where can I pick up my train tickets for Thai Railways?
  3. Can I travel with my girlfriend / boyfriend in the same cabin?
  4. Thai Railways train tickets delivery
  5. We want to sit together. What should we do?
  6. Can I board a train in Thailand with a PDF? Do I have to exchange it?
  7. Is passport number really necessary? Can I change passport details it after purchasing tickets?
  8. Is there a restaurant / snack bar on the train?
  9. Can I pick up train tickets before the travel date?
  10. How II Class sleeper trains look like in Thailand
  11. I am traveling with children – how can I book train tickets for them?
  12. I have put the wrong passport number for one of the passengers. Can you change it?

Cambodian Bus Tickets

  1. Travelling by Bus in Cambodia
  2. Types of Buses in Cambodia
  3. Bus Terminals in Cambodia

Japan Rail Pass (JR Pass)

  1. How can I make a SEAT reservations?
  2. Until when is my Rail Pass valid on the last day?
  3. What happens if I have to delay / cancel my trip?
  4. How do we provide Japan Rail Pass?
  5. Japan Rail Pass Conditions
  6. Can I make seat reservations on particular train?
  7. Japan Rail Pass compensation policy
  8. About Japan Rail Pass (JR Pass)
  9. How long The Rail Pass Exchange Order Paper / Japan Rail Pass valid?
  10. Do I need a Rail Pass for children?
  11. Is it possible to deliver our Exchange Order paper to the hotel in Japan or Worldwide Shipping?
  12. How to collect Exchange Order Paper and redeem it to Japan Rail Pass?

Buses in the Philippines

  1. If the bus is cancelled, can I get a refund?
  2. When will I receive my ticket voucher?
  3. How do I change the departure date and time?
  4. Can I board the bus with my ticket voucher?

Taiwan High Speed Rail

  1. Is it possible to change the date, time, class, or route after the train ticket has been confirmed?
  2. Is it possible to change or cancel a ticket at the train station counter directly?
  3. How to cancel a Taiwan High-Speed Rail ticket?
  4. How can I update passenger details after the ticket was confirmed?
  5. How do I know if my ticket is confirmed?
  6. Where can I pick up or exchange my train tickets for Taiwan Railway?
  7. When should I arrive to the station?
  8. Limitations
  9. What should you do if you lost actual train tickets after them being redeemed?
  10. Is it possible to use the ticket to get on board between station on the same route?

China Railways

  1. How do I cancel my China Railways ticket?
  2. How do I know if my ticket is confirmed?
  3. Is it possible to change the route/time/date and class of my ticket?
  4. How much luggage can I bring with me on China Railways train?
  5. Force Majeure
  6. Prohibited items
  7. Can we change the seats?
  8. Where can I pick up my train tickets for China Railway?
  9. My China Railways train is delayed or canceled
  10. How long in advance can I book a China Railways ticket?
  11. My name on the China Railways ticket is misspelled. Is that a problem?
  12. Can I bring my pet with me?

New Zealand Railways

  1. How do I know if my ticket is confirmed?
  2. How much luggage can I bring with me?
  3. How long in advance can I book a ticket?
  4. Can I update my passport number?
  5. When should I arrive at the train station?
  6. I am traveling with children – how can I book train tickets for them?
  7. My name on the New Zealand Railways ticket is misspelled. Is that a problem?
  8. Can we sit next to each other on a New Zealand Railways train?
  9. Is there a restaurant / snack bar in the train?
  10. My New Zealand Railways train is delayed or canceled
  11. How to cancel New Zealand Railways ticket?
  12. Can I change the departure date for New Zealand Railways booking?
  1. Are the bus tickets e-tickets?
  2. I am traveling with children – how can I book bus tickets for them?
  3. Do I get free food, drinks, blankets? Are there stops on the way? Is there a toilet in the bus?
  4. How are bus tickets delivered?
  5. I want to know how the seats in the bus look like
  6. Will my bus stop during the trip? How many stops will be on the way?
  7. Will the bus wait for me at a border crossing?
  8. The aircon is too cold / did not work
  9. Why is there no WiFi on the bus? English movies?
  10. My bus leaves from Southern Terminal? How do I get there?
  11. Will the bus depart on time?
  12. Will my bus arrive on time?
  1. How are ferry tickets delivered?
  2. I am traveling with children – how can I book ferry tickets for them?
  1. Can I receive a refund for my ticket?
  2. How can I pay?
  3. Payments in The Philippines
  4. I don't see the refund on my account
  5. How to make an extra payment
  6. There was the amount of 30 Baht / 1 USD deducted from my account. Why did this happen?
  7. How much refund can I get?
  8. I have paid more than it is shown on your invoice (PayPal/Bank fees)
  1. How to book tickets using 12Go?
  2. Ticket confirmation process
  3. I do not have a 12Go account. How do I get one?
  4. What are the 12Go credits and how do I get them?
  5. How to use the credits?
  6. I want to book for a large group of people. How can I do that?
  7. How to check the balance in my account?
  8. What if the new trip is more expensive than my balance?
  9. How do I get from A to B?
  1. Lost and Found