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FAQ

Dear customer, Please find below this text answers to the most common questions regarding the trips we offer on our website. Please use the search bar above or scroll down to check them out. If you can not find the answer, please send a message through the form at the bottom of this page.

Articles You Might Be Interested In

  1. Ferries in the Philippines
  2. Thailand Bus Tickets
  3. Vietnam Railways
  4. Ferry tickets
  5. Indian Railways
  6. Buses in the Philippines
  7. Sri Lanka Railways
  8. General questions
  9. Thai Railways
  10. Payments and Refunds
  11. Cambodian Bus Tickets
  12. How to use our system
  13. Taiwan High Speed Rail
  14. Myanmar Railways
  15. Japan Rail Pass (JR Pass)
  16. China Railways
  17. New Zealand Railways
  18. Lost and Found

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. We want to sit together. What should we do?
  5. Thai Railways train tickets delivery
  6. Is passport number really necessary? Can I change passport details it after purchasing tickets?
  7. Can I board a train in Thailand with a PDF? Do I have to exchange it?
  8. Can I pick up train tickets before the travel date?
  9. How II Class sleeper trains look like in Thailand
  10. Is there a restaurant / snack bar in the train?
  11. I have put the wrong passport number for one of the passengers. Can you change it?
  12. My departure is early in the morning and your office opens too late. What can I do?
  13. I got a new passport. Can you change the number?
  14. I am traveling with children – how can I book train tickets for them?
  15. Why is my train not bookable?
  16. Why does your website show available seats, but when I book you say the departure is full?
  17. Does the train arrive on time?
  18. Do they sell alcoholic beverages on the trains in Thailand?
  19. Can you send the tickets to me by post?
  20. I want to travel more than 1 month ahead. Can you arrange SRT Railway tickets for me?
  21. Why do I have to tell my gender?
  22. Are class II sleeper cabins air conditioned?
  23. What is the size of the berths?
  24. Can I switch seats with my travel companion?
  25. I want to book a train to Bangkok. Is it possible?
  26. I want to go to Ayuttaya or Hua Hin. Why don't you have this train connection?
  27. How do I get from Bangkok to Koh Samui by train?
  28. Can I stay with my friends alone in a class II cabin?
  29. Can I buy a ticket from Bangkok and board at another station?
  30. Does the train leave on time?
  31. Can my friend/someone pick the Thai Railways ticket for me?
  32. I want to go to a place in the middle of nowhere. Why don't you have this connection?
  33. Motorbikes on Thai trains
  34. Disabled Passengers on Thailand Railways

Can I travel with pets on Malaysian trains?

  1. Can I board KTM train with Just my PDF voucher?
  2. Do I need a QR code for KTM train?
  3. Can I travel with pets on Malaysian trains?
  4. Is it possible to cancel KTM train tickets?

Vietnam Railways

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

Ferry tickets

  1. How are ferry tickets delivered?
  2. I am traveling with children – how can I book ferry tickets for them?

Thailand Bus Tickets

  1. Are the bus tickets e-tickets?
  2. How are bus tickets delivered?
  3. Do I get free food, drinks, blankets? Are there stops on the way? Is there a toilet in the bus?
  4. I am traveling with children – how can I book bus tickets for them?
  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. My bus leaves from Southern Terminal? How do I get there?
  9. Will the bus depart on time?
  10. The aircon is too cold / did not work
  11. Why is there no WiFi on the bus? English movies?
  12. Will my bus arrive on time?
  13. Do I have to change buses?
  14. I have booked a very expensive cruise ship departing from Thailand. Do you provide a shuttle service?

How to use our system

  1. Ticket confirmation process
  2. How to book tickets using 12Go?
  3. I do not have a 12Go account. How do I get one?
  4. How to use the credits?
  5. What are the 12Go credits and how do I get them?
  6. I want to book for a large group of people. How can I do that?
  7. How do I get from A to B?
  8. How to check the balance in my account?
  9. What if the new trip is more expensive than my balance?

Payments and Refunds

  1. Can I receive a refund for my ticket?
  2. How can I pay?
  3. How much refund can I get?
  4. I don't see the refund on my account
  5. I have paid more than it is shown on your invoice (PayPal/Bank fees)
  6. Payments in The Philippines
  7. How to make an extra payment
  8. There was the amount of 30 Baht / 1 USD deducted from my account. Why did this happen?

Myanmar Railways

  1. I cannot find Yangon-Bagan or Bagan-Yangon sleeper class available on your web site. Can you help me book it?
  2. Where and when can I pick up Myanmar railway tickets in Yangon?
  3. What is the railway like in Myanmar?
  4. When will my Myanmar train tickets be confirmed?
  5. Where can I pick up tickets in Mandalay?
  6. Can I board Myanmar train with a printed PDF voucher?
  7. Can I book Myanmar Railways tickets for tomorrow or the day after tomorrow?
  8. What classes does Myanmar Railways provide?
  9. Can the ticket be delivered to my hotel in Yangon?
  10. Will the train arrive on time in Myanmar?
  11. If I booked two routes from different locations in Myanmar, can I get both train tickets at once?
  12. Does Myanmar Railways provide any discount for children tickets?

Cambodian Bus Tickets

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

China Railways

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

Sri Lanka Railways

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

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. I don’t have a seat number on my Indian Railways ticket?
  5. When will I receive my Indian Railway tickets?
  6. Is a meal included in an Indian Railway ticket?
  7. How does the boarding work in Indian Railways?
  8. Can I get a Child/Senior Citizen ticket for Indian Railways?
  9. Train delays
  10. Can I board the train at the later train station in India?
  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.
  13. Why the route I searching for does not appear on 12Go website?
  14. How long in advance can I book an Indian Railway ticket?
  15. Is there a luggage limit for Indian Railways?
  16. What is the type of my reservation quota?
  17. How can I get on the Indian Railways train coming from Delhi airport?
  18. Why some classes have a higher service charge?

New Zealand Railways

  1. Can I update my passport number?
  2. How do I know if my ticket is confirmed?
  3. How to cancel New Zealand Railways ticket?
  4. Can I change the departure date for New Zealand Railways booking?
  5. Can we sit next to each other on a New Zealand Railways train?
  6. How much luggage can I bring with me?
  7. Is there a restaurant / snack bar in the train?
  8. I am traveling with children – how can I book train tickets for them?
  9. My name on the New Zealand Railways ticket is misspelled. Is that a problem?
  10. Is a meal included in a New Zealand Railway ticket?
  11. How long in advance can I book a ticket?
  12. When should I arrive at the train station?
  13. My New Zealand Railways train is delayed or canceled
  14. Can I bring my pet with me?
  15. Can we change the seats?

Taiwan High Speed Rail

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

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. About Japan Rail Pass (JR Pass)
  4. Is it possible to deliver our Exchange Order paper to the hotel in Japan or Worldwide Shipping?
  5. Japan Rail Pass Conditions
  6. What happens if I have to delay / cancel my trip?
  7. How do we provide Japan Rail Pass?
  8. Do I need a Rail Pass for children?
  9. Can I make seat reservations on particular train?
  10. How to collect Exchange Order Paper and redeem it to Japan Rail Pass?
  11. Japan Rail Pass compensation policy
  12. How long The Rail Pass Exchange Order Paper / Japan Rail Pass valid?
  13. Busy Times
  14. What are the advantages of a Green pass?
  15. I’m Japanese. Can I get a Rail Pass?
  16. Can I use Japan Rail Pass to all types of trains?
  17. How to use Japan Rail Pass?

Ferries in the Philippines

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

Buses in the Philippines

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

Lost and Found

  1. Lost and Found

General questions

  1. How can I contact 12Go?
  2. I cannot pay or have canceled/failed payment
  3. How do I change the trip date?
  4. I did not get my ticket
  5. Do I have to print out anything?
  6. What is 12Go?
  7. I made a mistake with my email address
  8. How much luggage can I bring with me?
  9. The ticket is not bookable - why not?
  10. Can you inform the operator that I am stuck in traffic / running 30 minutes late / ask to wait for me?
  11. Do you offer transfer / pick-up services to hotels or between stations?
  12. I lost my booking confirmation. What can I do now?
  13. I haven't received the refund yet
  14. Is my seat guaranteed?
  15. I had a problem during my travel
  16. I cannot make it to your office during work hours to pick up tickets
  17. Where can I print out the PDF vouchers in Thailand?
  18. How do I get to the boarding point?
  19. Are the online tickets more expensive?
  20. My luggage was damaged or disappeared during the trip. What can I do?
  21. General Terms and Conditions of our Service
  22. How many seats are left on the trip I want to take?
  23. Where our fees go to? Why do I need to pay the online booking fee?
  24. Do I have to pay for the shuttle from the train / bus station to the pier?
  25. The system says 'this departure is full'. What does this mean?
  26. I cannot find a connection in your system
  27. Can I bring my pet with me?
  28. Is there a discount for children?
  29. Why don't you have child fare options on your website?
  30. Can I buy a return ticket?
  31. Can I use 12Go from anywhere?
  32. Why did my driver take a picture of me?
  33. Airline requirements for international flights
  34. How should I handle my valuables?