HM
Heaham MDear 12Go Management and Relevant Authorities,
I am formally escalating my previous complaint regarding the unacceptable treatment we experienced during our transportation service booked through 12Go.
I want to make one point absolutely clear: My main concern is not the fact that we missed the bus, but the extremely disrespectful and unprofessional way we were treated afterward.
I understand that transportation issues and misunderstandings happen. What matters is how the staff handle these situations, especially when dealing with tourists visiting a foreign country.
When we approached the person responsible for assistance, he was rude, sarcastic, and provocative. Instead of trying to resolve the situation, he made fun of us and showed no willingness to help.
I even suggested a reasonable solution by asking him to contact the bus driver so we could catch up with the bus ourselves. He refused to cooperate.
To make matters worse, he started watching a TV series on his phone while we were standing there asking for help, and eventually left us stranded outside in heavy rain.
Even if the company believed we were responsible for missing the bus, this does not justify treating customers with disrespect or refusing to provide basic assistance.
As tourists, we expected professional communication, respectful treatment, and a reasonable attempt to handle the situation.
Unfortunately, none of this happened.
What should have been a simple transportation issue turned into an extremely stressful and unpleasant experience because of the staff member's attitude.
I have already submitted a complaint and have yet to receive a response.
I am requesting a formal investigation into the staff member's behavior, a written explanation, and appropriate action to prevent similar incidents involving other tourists.
I also request a review of our eligibility for a refund, given the circumstances and the complete lack of assistance.
I expect this complaint to be taken seriously by both 12Go management and the relevant authorities.
Date of Incident: November 3, 2026
Best regards,
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۴ نوامبر ۲۰۲۶
DD
Dimitrios DNo WiFi, packed with people and poor ventilation
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۱۵ اوت ۲۰۲۶
DM
Dmytro MVan good, bus very old, rain coming to inside bus, not seat together
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۹ مه ۲۰۲۶
DF
Dmitriy FGreat service. Nice the bus and min van. Thank you so much for your support. I recommended this company.
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۱۳ فوریه ۲۰۲۶
AC
Agnieszka Clthough I purchased tickets directly to Phuket Airport, I was unexpectedly forced to leave the bus in Phuket City and arrange my own taxi to reach the final destination. This almost doubled the total cost of the trip, which was very frustrating and inconvenient.
Communication with the crew was poor and unclear, so it was difficult to understand what was happening or get proper assistance.
On the positive side, the bus departed on time and the vehicle itself was large and comfortable. However, due to the unexpected change and extra expense, the overall experience was disappointing.
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۵ فوریه ۲۰۲۶
RD
Roel DTo book was easy - pick up in minivan was ok , bit overcrowded. Coach was comfortable, good AC and seats..
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۱۵ ژانویه ۲۰۲۶
S
Sotiria The timeline was not right, we arrived in our destination 2 hours later
از آئو نانگ به پوکت, اتوبوس Van + Bus, Krabi Transport and Travel (Krabi Transport and Travel), ۱۳ ژانویه ۲۰۲۶