F
Fiona Terrible - don't recommend.
I specifically booked the 8am departure from Koh Lanta so I could do a kayaking trip in Ao Nang in the afternoon. The driver left without me, despite me being ready by the designated time. The knock on effect - I missed a non refundable kayaking trip.
I had a missed call from the driver at 7:46 am. I called him at 7:52 am, but he didn't take my call. The tour operation called me at 7:54 am and told me I was too late and had to get a taxi to the ferry, which would cost 400 THB, a 10-minute drive (more than the 2.5-hour trip from Koh Lanta to Ao Nang). At this point it still wasn't even 8am, the pick up time. It was very disappointing.
With all fairness & being reasonable, when a customer books a service as it's stated on their website. 8am pick up from hotel in Koh Lanta & transfer to Ao Nang hotel by 10.30am. That is what you expect. The failed.
I believe it's unreasonable to expect a customer to pay for a taxi to meet the driver at the ferry because they left early.
Although I missed the initial phone call, I was in contact with them before 8am. They never sent a WhatsApp message, they didn't ring the hotel reception, no one knocked on my door, and the frustrating thing was I was ready and waiting the whole time.
I asked the Company if I could go on a later service, there was one at Midday. They said no and that I would need to pay for a whole new ticket. Anytime I tried to call them (5), they never once took my phone call. I asked them if I could have a full refund so I could book with another Company who could get me to Ao Nang to do the kayaking trip. They refused. Not only was I going to have to pay for a new bus ticket and miss out on a non refundable kayaking trip all because of their Company.
When I reminded them of the pick up time error, not just on one email but all 3 email with the incorrect details. They sent me a screenshot of someone else's ticket to say 'this is what it say'. However, it wasn't my ticket and it's not what was stated. I found this deceitful.
Eventually they acknowledge their was an error on the travel confirmation and the pick up times are not correct.
This problem lies between the Tour Operation and 12Go and shouldn't negatively impact the customer.
They eventually agreed to put me on the later bus at Midday, but I still lost out on my kayaking trip.
I asked at least 5 times for there office address in Ao Nang or Krabi so I could speak with a manager when I arrived. They point blank refused to give me the details.
Disappointed, completely unnecessary, dissatisfied, poor customer service, don't recommend.
FYI - While I was waiting for my later bus, one of the ladies at a local restaurant said to me that it happens all the time, it's not uncommon, and tourists leave town, so there's no repercussions, but the company still gets their money.
Sorry 12Go customer service with Otto was a complete waste of time.
I wouldn't recommend 12Go and would suggest Bookaway who actually have a person you can chat to and are very good at resolving issues.
Oh and the bus seat was broken :) ha ha still made it safe and sound
Koh Lanta to Krabi Airport, Van Van + Van, At Lanta Vacation (แอท ลันตา เวเคชั่น), Jul 20, 2025
LB
Lukas Beverything was good. I received whatsapp message with the approximate time of driver arrival and he was just around 10 mins late. Really nothing to complaint about.
Koh Lanta to Krabi Airport, Van Van + Van, Jijie Tour and Travel (จีจี้ ทัวร์ แอนด์ ทราเวล), Jul 6, 2025
A
Alex Kong was a wonderful driver, he was fast, respectful and helpful.
Koh Lanta to Krabi Airport, Van Van + Van, At Lanta Vacation (แอท ลันตา เวเคชั่น), Jun 22, 2025
HL
Hatim LOn time, good communication, good driver
Koh Lanta to Krabi Airport, Van Van + Van, Jijie Tour and Travel (จีจี้ ทัวร์ แอนด์ ทราเวล), Jun 16, 2025
F
Federico Excellent value and easy transfer, everything on time for our flight
Koh Lanta to Krabi Airport, Van Van + Van, Jijie Tour and Travel (จีจี้ ทัวร์ แอนด์ ทราเวล), Jun 14, 2025
EA
Emelia AKong was amazing. Arrived on time and seamless drive. Would recommend.
Koh Lanta to Krabi Airport, Ferry Van + Ferry, At Lanta Vacation (แอท ลันตา เวเคชั่น), Jun 12, 2025
MG
Milena GEverything was perfect and on time. Really kind driver!!
Koh Lanta to Krabi Airport, Van Van + Van, Jijie Tour and Travel (จีจี้ ทัวร์ แอนด์ ทราเวล), Jun 10, 2025
C
Colleen Kong was an excellent driver- he deserves a raise.
Koh Lanta to Krabi Airport, Ferry Van + Ferry, At Lanta Vacation (แอท ลันตา เวเคชั่น), Jun 4, 2025
JP
Jan PVery nice, without delays, respectful driver, waited for us a few minutes without a problem due to problems with check out from hotels
Koh Lanta to Krabi Airport, taxi Economy 3pax, Phuket Transfer Travel Andaman (ภูเก็ตทรานสเฟอร์ทราเวลอันดามัน), Jun 2, 2025
RS
Ruth SThe driver arrived 5 minutes earlier than the departure time and managed to pick everyone up from hotel transfer within 15 mins from departure time. The minivan had space for my large suitcase and was comfortable with good air conditioning. My journey from Koh Lanta Hotel Transfer to Krabi Airport took 2 hours so we arrived 30 mins earlier than the expected arrival time. 12Go kept me updated via WhatsApp and text when the driver arrived. They also answered my query promptly about luggage size allowed on the vehicle. Overall, it was a smooth-sailing journey and I have no complaints!
Koh Lanta to Krabi Airport, Van Van + Van, Jijie Tour and Travel (จีจี้ ทัวร์ แอนด์ ทราเวล), Jun 1, 2025